Questions and Answers
Which of the following actions should be taken immediately upon receiving an email?
In a business environment, senders should compose emails with which of the following qualities?
Overuse of the priority flag by a business email sender can lead to a reputation as:
What can Candace do to speak more enthusiastically and pleasantly on phone calls?
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Which of the following are effects of cyber incivility in the workplace?
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What is the best option for Anne to communicate with the venue manager?
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Most effective business calls get to the point:
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Which of the following are appropriate ways to end business phone calls?
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For which of the following situations would texts be the most appropriate choice?
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Work phone conversations are similar to ______, so you should consider sending an invitation with an agenda.
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Which of the following is the best action to take when you need a basic question answered quickly?
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Which of the following could be considered flaming in emails?
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Which of the following best explains why you should clearly end the texting exchange in workplace texts?
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Nancy's fast and seemingly rushed talking during the phone call likely caused the client to believe:
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Which of the following are characteristics of emails sent by low-morale business organizations?
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Sam needs to communicate with Stacy about a report section he forgot. What should he do?
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In passive incivility, cyber disrespect occurs:
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Flames occur in which forms of communication?
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Which of the following are common interactive tools that come with video conferencing platforms?
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What should Pappy consider to avoid future misinterpretation of his texts?
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What advantages can you gain by defusing cyber incivility incidents?
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What is the best communication method for Tony to gather accurate information on a sensitive issue?
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What should you do regarding incoming instant messages while in a shared workspace or meeting?
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Which actions should you take at the end of a business phone call?
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Which of the following should be sent as attachments rather than in the body of a business email?
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What are typical consequences of copying too many people in a business email?
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Persons with a blue or hub MVS (motivational value system) are deeply oriented towards:
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Which statements about sending work texts after work hours are true?
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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.
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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.
