Question 1

Spoken messages in the workplace are low in control but high in richness.

Accepted Answer

Spoken messages in the workplace are generally high in richness but low in control.In other words,when people speak to one another face-to-face,they get immediate verbal and nonverbal feedback and respond accordingly.

Question 2

It is a good idea to practice with a new communications technology before initiating a video call.

Accepted Answer

Even if you often participate in or lead video calls,you may not be up to date with various platforms or new tools.It is therefore important to practice using the technology before your call.

Question 3

You should turn off message alerts as they can be distracting.

Accepted Answer

It is a good idea to turn off message alerts.They can be especially distracting when you work in shared workspaces.Over the course of a day,these alerts can reduce your focus.

Question 4

A Microsoft study found that interruptions have little impact on performance because most people can focus on two or more things at a time.

Accepted Answer

Distractions impact your performance for much longer than the few moments you take to acknowledge and respond to incoming messages.A Microsoft study found that it takes 15 minutes on average to refocus after an interruption.

Question 5

Texting during meetings is rude and should be done only in case of an emergency.

Accepted Answer

Texting and other forms of instant messaging are increasingly common during meetings in some organizations.Texting can be used to prompt team members about topics to cover,give quick updates as needed to team leaders,ask for information from colleagues or clients outside the meeting,and assist teammates in a variety of ways.Some organizations' cultures encourage this,whereas others strictly discourage it.Pay attention to the culture of texting at your company.

Question 6

Email communication is the primary form of private,written business communication.

Accepted Answer

Email communication is the primary form of private,written business communication.

Question 7

Bruce receives an email in which a colleague calls him "the most worthless waste of space and salary this office has ever seen." This is an example of a flame.

Accepted Answer

Flames are emails or other digital communications with "hostile intentions characterized by words of profanity,obscenity,and insults that inflict harm to a person or an organization."

Question 8

The neutrality effect means that recipients are likely to perceive neutral messages as negative ones.

Accepted Answer

The neutrality effect means that recipients are more likely to perceive messages with an intended positive emotion as neutral.

Question 9

A business memo is high in richness because the writer can carefully craft the messages at his or her own pace and on his or her schedule.

Accepted Answer

Written messages in the workplace are generally low in richness,since they typically do not allow immediate feedback and lack a variety of social,verbal,and nonverbal cues.Instead,they are high in control,the degree to which they can be planned and recorded.

Question 10

Workplace email communication is typically considered informal because it is less permanent than print communication.

Accepted Answer

In the workplace,email communication is typically considered fairly formal.Remember that many more people can potentially see an email than would ever see a hard-copy of a message,so having high standards is even more important.

Question 11

When initiating a business call,it is important to open with the most important issue to be discussed.

Accepted Answer

Most callers appreciate a few light comments to start a conversation,but be careful not to let the initial small talk drag on.Most effective business calls get to the issues at hand within one or two minutes.

Question 12

Even colleagues who know each other well often misinterpret humor and sarcasm in digital communications.

Accepted Answer

Humor and sarcasm can be misinterpreted in digital communications,even among close colleagues.

Question 13

Email is a form of synchronous communication,because the individuals involved can pay attention to and respond to communications at a time of their choosing.

Accepted Answer

Email is a form of asynchronous communication,which does not occur in real time.Individuals involved in such communication can pay attention to and respond to communications at a time of their choosing.

Question 14

Employees should use the priority flag for all work emails that are time-sensitive.

Accepted Answer

You will routinely make requests of others that are time-sensitive.If you too often set the priority flag on such emails,your colleagues may become annoyed,perceiving you as pushy.In fact,some professionals are more likely to ignore emails when the priority flag is set.

Question 15

"The finance meeting will be at 10:00 on Thursday in the main conference room" is a good subject line for an email.

Accepted Answer

Good subject lines are generally five to ten words long.By contrast,poor subjects are either too short (1 or 2 words)and thus nondescriptive or too long (12 words or longer)and thus difficult to process.

Question 16

Carlos instant messaged his assistant,Dawn.Later,Carlos heard that Dawn was offended that he did not think she was important enough for a phone call.Carlos failed to consider the meta message of his text.

Accepted Answer

Professionals hold many different attitudes toward instant messaging.Before sending an IM,think about how the recipient will interpret it.One colleague might decode an IM as saying,"You are not important enough for a phone call."

Question 17

Focusing on task-related facts and issues in your reply is a good way to defuse situations involving cyber incivility.

Accepted Answer

Focusing on task-related facts and issues in your reply is a good way to defuse uncivil electronic communications.

Question 18

Print messages require the greatest attention to ease of reading.

Accepted Answer

Ensuring ease of reading is critical in all written communication,but it is more crucial in emails and other digital messages than in print ones.

Question 19

Until you know the IM style of a colleague,you should use mainly abbreviations,acronyms,and emoticons.

Accepted Answer

Until you know the IM style of others in the workplace,you should err on the side of complete sentences and standard language conventions.

Question 20

In order to manage e-interruptions effectively,reply immediately to all messages.

Accepted Answer

Reply immediately only to urgent messages.When you reply immediately to nonurgent messages,you set a precedent.Others form an expectation that you can be interrupted at any time for any matter.

Quiz 7: E-Mail and Other Traditional Tools for Business Communication

Spoken messages in the workplace are low in control but high in richness.

It is a good idea to practice with a new communications technology before initiating a video call.

You should turn off message alerts as they can be distracting.

A Microsoft study found that interruptions have little impact on performance because most people can focus on two or more things at a time.

Texting during meetings is rude and should be done only in case of an emergency.

Email communication is the primary form of private,written business communication.

Bruce receives an email in which a colleague calls him "the most worthless waste of space and salary this office has ever seen." This is an example of a flame.

The neutrality effect means that recipients are likely to perceive neutral messages as negative ones.

A business memo is high in richness because the writer can carefully craft the messages at his or her own pace and on his or her schedule.

Workplace email communication is typically considered informal because it is less permanent than print communication.

When initiating a business call,it is important to open with the most important issue to be discussed.

Even colleagues who know each other well often misinterpret humor and sarcasm in digital communications.

Email is a form of synchronous communication,because the individuals involved can pay attention to and respond to communications at a time of their choosing.

Employees should use the priority flag for all work emails that are time-sensitive.

"The finance meeting will be at 10:00 on Thursday in the main conference room" is a good subject line for an email.

Carlos instant messaged his assistant,Dawn.Later,Carlos heard that Dawn was offended that he did not think she was important enough for a phone call.Carlos failed to consider the meta message of his text.

Focusing on task-related facts and issues in your reply is a good way to defuse situations involving cyber incivility.

Print messages require the greatest attention to ease of reading.

Until you know the IM style of a colleague,you should use mainly abbreviations,acronyms,and emoticons.

In order to manage e-interruptions effectively,reply immediately to all messages.