Question 1

As a manager, Kelly must communicate to her employees some bad news that will likely upset them. What is the best advice for her to follow when communicating this bad news?

Accepted Answer

A)   Let her employees learn of the bad news through the media.
B)   Ask her employees their feelings about the bad news immediately after she has presented it.
C)   Practice what she is going to say.
D)   Wait to deliver the bad news until a Friday afternoon so that employees have an opportunity to process the bad news.E) B) and C)
F) All of the above

Question 2

Which of the following situations would most likely require persuasion within an organization?

Accepted Answer

A)   Asking employees to attend training sessions on a new software for entering timesheets
B)   Telling employees about the new health insurance prescription drug compensation plan
C)   Asking employees to participate in an exercise program to improve wellness and to reduce health insurance costs
D)   Informing employees about a change in shuttle servicesE) B) and D)
F) A) and D)

Question 3

Which of the following subject lines for an e-mail or memo would be most effective?

Accepted Answer

A)   Hello!
B)   task force meeting
C)   Task Force Meeting March 18
D)   MeetingE) None of the above
F) A) and D)

Question 4

Business letters are the preferred channel of communication for delivering messages outside of an organization.

Accepted Answer

A) True 
 B)False

Question 5

Customer Relations Specialist Kendra must deny a customer's refund. In her message to the customer, Kendra should include a statement such as If you had read the return policy printed on your receipt, you should know that cash refunds will not be granted.

Accepted Answer

A) True 
 B)False

Exam 16: Document Format Guide

Business letters are the preferred channel of communication for delivering messages outside of an organization.

Correct Answer
verified

Which of the following situations would most likely require persuasion within an organization?

Correct Answer
verified

Customer Relations Specialist Kendra must deny a customer's refund. In her message to the customer, Kendra should include a statement such as If you had read the return policy printed on your receipt, you should know that cash refunds will not be granted.

Correct Answer
verified

As a manager, Kelly must communicate to her employees some bad news that will likely upset them. What is the best advice for her to follow when communicating this bad news?

Correct Answer
verified

Which of the following subject lines for an e-mail or memo would be most effective?

Correct Answer
verified

Exam 16: Document Format Guide

Business letters are the preferred channel of communication for delivering messages outside of an organization.

Correct AnswerverifiedShow Answer

Which of the following situations would most likely require persuasion within an organization?

Correct AnswerverifiedShow Answer

Customer Relations Specialist Kendra must deny a customer's refund. In her message to the customer, Kendra should include a statement such as If you had read the return policy printed on your receipt, you should know that cash refunds will not be granted.

Correct AnswerverifiedShow Answer

As a manager, Kelly must communicate to her employees some bad news that will likely upset them. What is the best advice for her to follow when communicating this bad news?

Correct AnswerverifiedShow Answer

Which of the following subject lines for an e-mail or memo would be most effective?

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified