Question 1

Which of the following terms best represents a response intended to prove an objection is wrong?

Accepted Answer

D) The term "refutation" refers to a response intended to prove an objection is wrong.

Question 2

________ involves focusing on information needs, motivation and benefits, and potential resistance.

Accepted Answer

A) Because persuasion involves influencing your audience's thinking and behavior, the more you know about your audience, the more persuasive you can be.

Question 3

You want to convince your boss to implement a procedural change in your department. Which of the following best constitutes a concession in the context of such a message?

Accepted Answer

A) You can concede point of potential resistance by admitting that the opposing point of view has merit but does not invalidate your argument. A concession is like saying, "Yes, but..." This choice concedes that there may be initial delays, but that the long-term effect of this change will actually speed up the process significantly. Some of the other choices are refutations, while some merely raise points of resistance.

Question 4

You have lunch with a friend and she tells you that her office recently implemented flex-time hours. It has been a positive change at your friend's workplace, and you think that it would be great to have flex-timing at your office too. You decide to approach your boss about this possibility.
-In the analyzing phase of creating this message, you think about the purpose, desired outcome, and business result of your message. Which of the following best articulates the purpose of your message?

Accepted Answer

A) This choice best articulates the purpose of your message, that is, why you are communicating. The outcome of your message is how you would like your audience to respond (in this case, agreeing to implement the new schedule). What will happen if your audience agrees to your request (in this case, higher employee productivity and satisfaction) is the business result.

Question 5

You need to email a coworker to ask for her assistance on a project. In the context of this message, which of the following constitutes a refutation you could include in your request, in anticipation of a possible objection?

Accepted Answer

C) You can refute potential resistance by arguing that the point raised is wrong. A refutation is like saying, "No, that is wrong, and here's why." This choice is a refutation because it takes the potential resistance that helping will be too time-consuming by explaining that only one hour of assistance is needed.

Question 6

You need to send a persuasive message to a coworker and you want to receive the feedback immediately. Under these circumstances, which of the following would be the best medium for your message?

Accepted Answer

A phone call allows for immediate feedback and interaction, making it the most effective medium for a persuasive message when immediate response is desired.

Question 7

Being persuasive ________.

Accepted Answer

B) Being persuasive requires that you analyze your audience to understand why they may resist your ideas. It also requires understanding persuasive techniques that will help you overcome resistance.

Question 8

You have lunch with a friend and she tells you that her office recently implemented flex-time hours. It has been a positive change at your friend's workplace, and you think that it would be great to have flex-timing at your office too. You decide to approach your boss about this possibility.
-Which of the following best articulates the desired outcome of this message?

Accepted Answer

E) This choice best articulates the desired outcome of your message, that is, how you would like your audience to respond. The purpose of your message is why you are communicating (in this case, to suggest the flexible schedule). What will happen if your audience agrees to your request (in this case, higher employee productivity and satisfaction) is the business result.

Question 9

Which of the following would likely require persuasion?

Accepted Answer

B) Persuasion is the process of influencing your audience to agree with your point of view, recommendation, or request. Getting someone to extend a deadline will likely require persuasion. The other choices are routine and goodwill messages.

Question 10

________ audience is the direct recipient of the message.

Accepted Answer

A) Primary audience is the direct recipient of the message.

Question 11

For which of the following reasons would the telephone be preferable to sending an email?

Accepted Answer

The telephone allows for immediate feedback, which can be useful if you need to alter your appeal on the fly or have a quick back-and-forth conversation. This is not possible with email, which typically involves delays in response time.

Question 12

You want to postpone a meeting to a week later than arranged, and plan to send an email to notify participants about this change. In the context of this message, which of the following best articulates a benefit for the audience?

Accepted Answer

B) This choice emphasizes how postponing the meeting will result in something of interest to the audience. The others focus on the writer's perspective and benefits.

Question 13

In persuasive situations, you will increase your chances of getting a positive response by ________ the analyzing phase of the ACE communication process.

Accepted Answer

D) In persuasive situations, you will increase your chances of getting a positive response by spending extra time on the analyzing phase of the ACE communication process.

Question 14

Which of the following options is most likely to be used for reaching potential audiences you can't yet identify?

Accepted Answer

D) Social networks, websites, wikis, and blogs are the only recommended media if you want to reach potential audiences whom you can't identify yet. Refer to the chart illustrated in figure 5.2.

Question 15

You have lunch with a friend and she tells you that her office recently implemented flex-time hours. It has been a positive change at your friend's workplace, and you think that it would be great to have flex-timing at your office too. You decide to approach your boss about this possibility.
-In the context of such a message, the thought that this change might decrease employee productivity would be seen as ________.

Accepted Answer

C) In analyzing your message you think about your audience's potential resistance, that is, the concerns and objections they might have to your idea. Worrying that the more flexible schedule could decrease productivity is a concern and objection your boss might have. Motivation and benefits are the positive results the audience will experience as a result of complying with your message; refutation and concessions are two techniques for dealing with potential resistance.

Question 16

In the ACE communication process, ________ involves thinking strategically about your purpose, desired outcome, business needs, audience and stakeholder needs, content needs, and medium choices.

Accepted Answer

A) In persuasive situations, you will increase your chances of getting a positive response by spending extra time on the analyzing phase of the ACE communication process.

Question 17

You have lunch with a friend and she tells you that her office recently implemented flex-time hours. It has been a positive change at your friend's workplace, and you think that it would be great to have flex-timing at your office too. You decide to approach your boss about this possibility.
-Which of the following would be best to include in an email to your boss suggesting the idea?

Accepted Answer

D) This choice shows how your audience will benefit from your proposed idea. The other choices emphasize the benefits to the writer and coworkers.

Question 18

You have lunch with a friend and she tells you that her office recently implemented flex-time hours. It has been a positive change at your friend's workplace, and you think that it would be great to have flex-timing at your office too. You decide to approach your boss about this possibility.
-Which of the following best articulates the business result of this message?

Accepted Answer

D) This choice best articulates the business result of your message, that is, how it will impact your company if your audience agrees to your request. The purpose of your message is why you are communicating (in this case, to suggest the flexible schedule). The outcome of your message is how you would like your audience to respond (in this case, agreeing to implement the new schedule).

Question 19

Which of the following medium options is recommended both for targeting a personal appeal to an individual and for communicating with large audiences?

Accepted Answer

Email can be used for personal communication with individuals and can also be sent to large audiences through mailing lists or newsletters.

Question 20

You have lunch with a friend and she tells you that her office recently implemented flex-time hours. It has been a positive change at your friend's workplace, and you think that it would be great to have flex-timing at your office too. You decide to approach your boss about this possibility.
-Which of the following terms best represents the way you would like your audience to respond to your message?

Accepted Answer

C) The outcome you would like to achieve as a result of your message is known as the desired outcome.

Quiz 5: Communicating Persuasive Messages