Business Communication Quiz 2

Podcast

Play an AI-generated podcast conversation about this lesson

Questions and Answers

Which of the following actions should be taken immediately upon receiving an email?

Reply immediately to the email (correct)

Send an email voicing your displeasure

React with defensiveness

Arrange an in-person meeting

In a business environment, senders should compose emails with which of the following qualities?

Pertinent (correct)

Over detailed

Professional (correct)

On point (correct)

Overuse of the priority flag by a business email sender can lead to a reputation as:

Insecure

Demanding (correct)

Polite

Aggravated

What can Candace do to speak more enthusiastically and pleasantly on phone calls?

Engage in nonverbal behaviors like smiling and gesturing Signup and view all the answers

Which of the following are effects of cyber incivility in the workplace?

Decreased job contentment Signup and view all the answers

What is the best option for Anne to communicate with the venue manager?

Use email for a detailed record Signup and view all the answers

Most effective business calls get to the point:

Within one to two minutes Signup and view all the answers

Which of the following are appropriate ways to end business phone calls?

I really appreciate your input Signup and view all the answers

For which of the following situations would texts be the most appropriate choice?

Uncomplicated business messages Signup and view all the answers

Work phone conversations are similar to ______, so you should consider sending an invitation with an agenda.

meetings Signup and view all the answers

Which of the following is the best action to take when you need a basic question answered quickly?

Get the answer yourself, if you can Signup and view all the answers

Which of the following could be considered flaming in emails?

Vulgarity Signup and view all the answers

Which of the following best explains why you should clearly end the texting exchange in workplace texts?

To send signals that the exchange is complete Signup and view all the answers

Nancy's fast and seemingly rushed talking during the phone call likely caused the client to believe:

Nancy was distracted Signup and view all the answers

Which of the following are characteristics of emails sent by low-morale business organizations?

Low use of greetings Signup and view all the answers

Sam needs to communicate with Stacy about a report section he forgot. What should he do?

Send an email Signup and view all the answers

In passive incivility, cyber disrespect occurs:

Indirectly Signup and view all the answers

Flames occur in which forms of communication?

Instant messaging Signup and view all the answers

Which of the following are common interactive tools that come with video conferencing platforms?

Screen sharing Signup and view all the answers

What should Pappy consider to avoid future misinterpretation of his texts?

Consider the meta messages of his texts Signup and view all the answers

What advantages can you gain by defusing cyber incivility incidents?

Enhanced reputation for dealing with people Signup and view all the answers

What is the best communication method for Tony to gather accurate information on a sensitive issue?

Face-to-face communication Signup and view all the answers

What should you do regarding incoming instant messages while in a shared workspace or meeting?

Turn off the sound alerts Signup and view all the answers

Which actions should you take at the end of a business phone call?

Summarize next steps Signup and view all the answers

Which of the following should be sent as attachments rather than in the body of a business email?

Pictures and graphics Signup and view all the answers

What are typical consequences of copying too many people in a business email?

Watered down responsibility Signup and view all the answers

Persons with a blue or hub MVS (motivational value system) are deeply oriented towards:

People Signup and view all the answers

Which statements about sending work texts after work hours are true?

Texts may be considered more intrusive than emails Signup and view all the answers

Study Notes

Communication Channels and Email Etiquette

Communication channel refers to the medium through which messages are transmitted, such as email, phone, or messaging apps.
Respect for recipients is crucial; avoid mediocre writing and lack of clarity in business emails.
Emotional intent can be misinterpreted due to the neutrality effect in emails.

Effective Use of Phone Calls

Phone calls are effective for managing conflict, building understanding, and quickly resolving issues compared to less-rich communication channels.

Addressing Cyber Incivility

Constructive steps to tackle workplace cyber incivility include defusing situations, reinterpretation, and relaxation techniques.
Cyber incivility is characterized by disrespectful behavior online, leading to irritation and anger among recipients.

Email Communication Practices

Emails should always be relevant and necessary to avoid clutter and ensure recipients’ time is respected.
Aim to provide clear timelines when organizing deadlines through email and place specific requests in the subject line for clarity.

Group Calls and Meeting Dynamics

Follow-up with minutes and action items after group calls to ensure participant engagement and accountability.
Equal contribution during phone calls is important for effective communication; avoid allowing one party to dominate the conversation.

Professional Writing Standards

Emails should be professional, pertinent, and on point, avoiding unprofessional practices like using all caps or uncommon fonts.
The subject line must be compelling and descriptive to increase the likelihood of immediate opening by the recipient.

Texting and Workplace Norms

Attitudes toward texting in the workplace vary; it's become common in some organizations but requires judgment in its use.
Maintain professionalism in instant messaging, especially when contacting colleagues with whom you don’t regularly communicate.

Managing E-Interruptions

Professionals lose approximately two hours of productivity daily due to e-interruptions; strategies to manage this include limiting email checks and turning off alerts.
The use of email should be limited for high-stakes or emotionally sensitive communications, such as sharing bad news.

Responding to Emails and Instant Messages

Timely follow-up in writing after phone calls is necessary for clarity and accountability; a one-day response time is considered acceptable.
Acknowledge receipt of schedule changes politely via instant message to maintain professionalism.

Effects of Cyber Incivility

Decreased job satisfaction and less dedication to the company can result from incidents of cyber incivility.
Companies should promote respectful communication to enhance work atmosphere and productivity.

Meeting Preparation and Communication

For important meetings, face-to-face communication with venue managers can foster better relationships and clarity.
When organizing international meetings, ensure clear communication to accommodate diverse time zones and cultures.### Communication Methods
Using email provides a detailed record of arrangements.
Text messages facilitate immediate responses.
Contacting through social media like Facebook can prevent the perception of being overly pushy.

Effective Business Calls

Most effective calls get to the point within one to two minutes.
Small talk should be limited to avoid prolonging the conversation unnecessarily.

Ending Business Calls

Appropriate endings include gratitude phrases such as "thank you for taking the time to..."
Avoid casual suggestions like drinks unless established personal rapport exists.

Appropriate Texting Situations

Use text messages for short and uncomplicated business communications.
Avoid using text for detailed messages or lengthy discussions.

Structure and Purpose

Phone conversations should be treated like meetings, necessitating an agenda for clarity.

Quick Response Strategies

For basic and quick questions, first attempt to find the answer independently.

Email Etiquette

Flaming involves vulgarity, affronts, and swear words, which should be avoided.
In low-morale organizations, emails typically have low greetings and polite closings.

Effective Text Communication

Clearly signal the end of texting exchanges to prevent awkwardness and to indicate closure.
Consider the potential for misinterpretation in texts; awareness of meta messages is crucial.

Handling Cyber Incivility

Defusing incidents can enhance team performance and improve personal reputation.

Face-to-Face Communication

For sensitive issues requiring accurate information, face-to-face communication is preferable to other forms.

Instant Messaging in Shared Spaces

Turn off sound alerts during meetings to avoid disruptions.

Summarizing Calls

Wrap up important points and summarize next steps during business phone calls to ensure clarity.

Attachments vs. Body Content

Attach lengthy reports, complex spreadsheets, and images or graphics rather than placing them in the email body.

Email Best Practices

Copying too many recipients can lead to confusion over responsibilities and information overload.

Motivational Value Systems

Individuals with a blue or hub motivational value system (MVS) prioritize people.

Work Texts After Hours

Texts can be perceived as intrusive compared to emails and may blur the boundaries between work and personal life.

Studying That Suits You

Use AI to generate personalized quizzes and flashcards to suit your learning preferences.

Description

Test your knowledge on key concepts in business communication with these flashcards. The quiz covers various aspects including communication channels and email etiquette, essential for professionals in the field.