Business Communication Final Exam
Questions Verified Answers
Hard Skills - Answer-Technical expertise in your field
Soft Skills - Answer-Communication and interpersonal abilities
grapevine definition: - Answer-gossip from the break room to the water cooler to social
media
•grapevine - Answer-Carries unofficial messages •Flows haphazardly •Can be
remarkably accurate •Is mostly disliked by management •Thrives where official
information is limited
·What are your greatest strengths? - Answer-
·Describe the most rewarding experience of your career so far. - Answer-
·Where do you expect to be in five (or ten) years from now? - Answer-
·What is your greatest weakness? - Answer-
1.Face to face - Answer-Richest medium Best for persuasive, bad-news, and personal
messages
2.Telephone - Answer-Best choice when two people cannot meet in person
3.Video Chat - Answer-Best for group inter-action and consensus-building when
members are dispersed
4.E-Mail - Answer-Best for routine messages that do not require immediate feedback
5.IM - Answer-Best for short online messages that need a quick response
6.Letter - Answer-For external messages that require formality, sensitivity, or a written
record
7.Memo - Answer-To distribute interoffice information, especially when e-mail is
unavailable
8.Blog - Answer-To share ideas with a wide Internet audience and encourage
responses
9.Report - Answer-To deliver considerable data internally or externally
, 10.Wiki - Answer-To provide a repository for digital information that can be easily
changed
Cliché Last but not least, we must cut costs. - Answer-Finally, we must cut costs.
Goals in Conveying Unfavorable News - Answer-•Explaining clearly and completely
•Conveying empathy and sensitivity •Projecting a professional image •Being fair
•Maintaining friendly relations
Formal proposals respond to big projects. They may range from - Answer-5 to 200
pages.
•Components in addition to the six basic parts of a formal proposal: - Answer-o Copy of
RFP o Letter of transmittal o Abstract or executive summary o Title page o Table of
contents o List of illustrations o Appendix(es)
•Indirect Plan - Answer-Supporting sentences, main sentences (for describing causes
followed by effects)
When to use Direct Strategy - Answer-•When the bad news is not damaging •When the
receiver may overlook the bad news •When the organization or receiver prefers
directness •When firmness is necessary
When to use Indirect Strategy - Answer-•When the bad news is personally upsetting
•When the bad news will provoke a hostile reaction •When the bad news threatens the
customer relationship •When the bad news is unexpected
Direct Strategy - Answer-•Bad News •Reasons •Pleasant Close
Indirect Strategy - Answer-•Buffer •Reasons •Bad News •Pleasant Close
•Direct strategy Readers - Answer-o are informed o are supportive o want results first
Indirect Strategy Readers - Answer-o need to be educated o need to be persuaded o
may be disappointed or hostile
Direct Claims and Complaints Opening - Answer-•Explain immediately what you want
done. •State the remedy briefly when it is obvious (Please credit my Visa account).
•Explain your goal when the remedy is not obvious.
Direct Claims and Complaints Body - Answer-•Explain the problem and justify your
request. • Provide details objectively and concisely. •Be organized and coherent. Don't
ramble. •Avoid becoming angry or trying to fix blame. •Include names and dates with
previous actions.
Questions Verified Answers
Hard Skills - Answer-Technical expertise in your field
Soft Skills - Answer-Communication and interpersonal abilities
grapevine definition: - Answer-gossip from the break room to the water cooler to social
media
•grapevine - Answer-Carries unofficial messages •Flows haphazardly •Can be
remarkably accurate •Is mostly disliked by management •Thrives where official
information is limited
·What are your greatest strengths? - Answer-
·Describe the most rewarding experience of your career so far. - Answer-
·Where do you expect to be in five (or ten) years from now? - Answer-
·What is your greatest weakness? - Answer-
1.Face to face - Answer-Richest medium Best for persuasive, bad-news, and personal
messages
2.Telephone - Answer-Best choice when two people cannot meet in person
3.Video Chat - Answer-Best for group inter-action and consensus-building when
members are dispersed
4.E-Mail - Answer-Best for routine messages that do not require immediate feedback
5.IM - Answer-Best for short online messages that need a quick response
6.Letter - Answer-For external messages that require formality, sensitivity, or a written
record
7.Memo - Answer-To distribute interoffice information, especially when e-mail is
unavailable
8.Blog - Answer-To share ideas with a wide Internet audience and encourage
responses
9.Report - Answer-To deliver considerable data internally or externally
, 10.Wiki - Answer-To provide a repository for digital information that can be easily
changed
Cliché Last but not least, we must cut costs. - Answer-Finally, we must cut costs.
Goals in Conveying Unfavorable News - Answer-•Explaining clearly and completely
•Conveying empathy and sensitivity •Projecting a professional image •Being fair
•Maintaining friendly relations
Formal proposals respond to big projects. They may range from - Answer-5 to 200
pages.
•Components in addition to the six basic parts of a formal proposal: - Answer-o Copy of
RFP o Letter of transmittal o Abstract or executive summary o Title page o Table of
contents o List of illustrations o Appendix(es)
•Indirect Plan - Answer-Supporting sentences, main sentences (for describing causes
followed by effects)
When to use Direct Strategy - Answer-•When the bad news is not damaging •When the
receiver may overlook the bad news •When the organization or receiver prefers
directness •When firmness is necessary
When to use Indirect Strategy - Answer-•When the bad news is personally upsetting
•When the bad news will provoke a hostile reaction •When the bad news threatens the
customer relationship •When the bad news is unexpected
Direct Strategy - Answer-•Bad News •Reasons •Pleasant Close
Indirect Strategy - Answer-•Buffer •Reasons •Bad News •Pleasant Close
•Direct strategy Readers - Answer-o are informed o are supportive o want results first
Indirect Strategy Readers - Answer-o need to be educated o need to be persuaded o
may be disappointed or hostile
Direct Claims and Complaints Opening - Answer-•Explain immediately what you want
done. •State the remedy briefly when it is obvious (Please credit my Visa account).
•Explain your goal when the remedy is not obvious.
Direct Claims and Complaints Body - Answer-•Explain the problem and justify your
request. • Provide details objectively and concisely. •Be organized and coherent. Don't
ramble. •Avoid becoming angry or trying to fix blame. •Include names and dates with
previous actions.
