Archive for year: 2023

CASE STUDY 9: Brookhaven National Laboratory

Hal G. Rainey

 

I am involved in a study under a grant from the U.S. Department of Energy (DOE), a federal agency that, among other duties, supervises the national scientific and weapons laboratories, such as Los Alamos, Scandia, Oak Ridge, and Brookhaven. As part of the team doing this study, I am responsible for Brookhaven National Laboratory (BNL) on Long Island, New York. We are assessing the management of the laboratories, which is always handled by private sector contractors who have contracts from DOE to provide the management of the labs. The labs are called GOCOs, for “government-owned, contractor operated.” We have to assess whether this contracting-out of management is a good idea.

 

Brookhaven is a major scientific activity, on a five-thousand-acre compound. It has a distinguished history, with several Nobel laureates who have won their prizes on the basis of their work at BNL. There is a huge particle accelerator there, called the RHIC, that is the most important facility in the world for research by physicists on the nature of matter and of subatomic particles. The are also some major management and morale issues.

 

Now, switch to the Democratic National Convention of 2000, because something very relevant occurred there. Christy Brinkley, the supermodel, was a convention delegate from New York. She lives on Long Island, and has been part of a prominent outcry over nuclear radiation on Long Island. Interviewed on national television at the convention, she declared to the nation that her primary goal for becoming involved in politics is to shut down the nuclear reactors on Long Island.

 

What does this have to do with BNL? BNL used to have a nuclear reactor for research purposes, and it has already been shut down, due to protests and public criticisms from Ms. Brinkley, other celebrities who live on Long Island such as Alex Baldwin, national environmental protection activists, and citizens from the area. The scientists at BNL feel the reactor was safe. They feel that closing it was a sudden, unjustified response by DOE executives to the political heat from the public controversy.

 

In addition, several years ago, there was a small leak of tritium, a radioactive substance, discovered at BNL. The scientists feel that it was completely harmless, but when the news came out, the public—celebrities, activists, and citizens—reacted with a virtual hysteria. Many of the scientists at the lab were drawn into public meetings and controversies, trying to explain that conditions were safe at BNL. Their efforts were to no avail, and the controversy raged. Abruptly, the Secretary of Energy (the head of DOE) cancelled the contract for management of BNL that the former management group had held, and after some bidding brought in a new management group that currently manages BNL. Again, the scientists were concerned about the suddenness and lack of clear justification for this decision.

 

The new management group came in under pressure from DOE to do a lot to show the public that conditions at the lab are safe and will remain so. DOE also wanted the new management group to do a lot to increase attention to environmental protection and to health and safety at the lab. Examine the two attached organization charts. Look at the first major horizontal level below the director, where the associate and assistant directors are. Can you see changes from 1996 (Director Samios) to 1998 (Director Marburger) in the offices and positions, that reflect the pressures from the DOE (and the public) on the new management team? As part of these changes, the new management team put in a lot of rules and procedures about safety and environmental protection with which the scientists have to comply.

 

Many of the scientists feel very worried and upset about these changes and the turmoil that led to them. Some feel that they were already running a safe, secure, environmentally protective facility, and while they agree with the new rules, they consider a lot of them unnecessary red tape. Some also worry that many people at BNL feel insecure about its future, and good scientists are either leaving or refusing to accept employment there. Many BNL employees feel that they cannot really trust the leadership of DOE to make sound decisions about the lab, and that the future of the lab may be in jeopardy. A major challenge that the new management team has been trying to address involves reassuring the scientists and keeping the operations of the lab running smoothly.

 

Source: This case was written by Hal G. Rainey, Alumni Foundation Distinguished Professor, Department of Public Administration and Policy, University of Georgia

 

Discussion Questions

 

1. What changes do you identify on the two organization charts? Just from what you know from the preceding description, how would you interpret them—why did the new team make these changes, and what were they trying to do?

 

1. The leaders of BNL face the challenge of organizing the lab. There is already an organization, but they have to try to better organize it. Thinking about this example, consider what it means to be “organized” and “better organized.” Make a list of at least five important characteristics or dimensions of an organization that managers need to focus on, when trying to decide how well they are organized and how to get better organized.

 

Discussion Questions for Later Chapters

 

1. Review the BNL material, and suggest the ways in which concepts of organizational structure, such as centralization, formalization, and others, apply to the case. For example, are formalization, centralization, complexity, and other dimensions increasing or decreasing, and in what apparent ways? See if you can find applications for other structural concepts as well, such as integrating devices, and general organizational forms, such as functional, divisional, hybrid, and matrix forms.

 

1. What concepts of technology and information technology can you apply?

 

1. The background materials that you have been provided do indicate that structural changes have been occurring at BNL. Why? How would you explain the influences on the structure from the environment, the tasks and technology, and other factors that influence organizational structure? Can you identify opposing pressures on the structure from some of these sources that are creating problems?

 

BNL: Facts and Important Information

 

• The U.S. Department of Energy has authority over Brookhaven National Laboratory (BNL).

 

• The DOE contracts out the management of BNL.

 

—BNL is a “GOCO.”

 

—The DOE contracts with another organization, such as a university or aerospace firm, to provide management for BNL.

 

• There is a public outcry over BNL.

 

—Celebrities (a supermodel and a popular actor), environmental groups, and local citizens worry about dangers from BNL.

 

—There are concerns over nuclear contamination (for example, a tritium leak).

 

• The DOE seeks to tighten control over BNL.

 

—It shuts down the nuclear reactor at BNL.

 

—It fires management at BNL, then contracts with a new group for new management.

 

—It pressures the new contractor to strengthen procedures for nuclear safety, environmental protection and safety, public relations, and security of information and access to the lab.

 

• Looking at the two organization charts, can you see the influence of the changes?

 

• Why are the scientists concerned? What are the challenges for the new leadership of the lab?

 

• The two organization charts that follow on the next pages are the chart for 1996 prior to the reorganization, and the chart for 1998 after the reorganization. How has the structure changed? Why?

 

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Question 1

What did the authors describe as a cornerstone in examining IT value?

IT project proposal

Formal financial analysis

Strategic plan discussions

Industry research publications

Question 2

Which of the following is a standard of the HIPAA Security Administrative Safeguards?

Device and media controls

Facility access controls

Workstation security

Workforce security

Question 3

Who oversees the licensure of health care facilities?

Accrediting organizations

Federal government

State government

CMS

Question 4

Which is a nonprofit organization with board members from both private and public sectors that maintains a large, searchable database of performance measures?

AHRQ

NQF

CMS

HRSA

Question 5

ìMaking an effort to materially improve the process that the system is designed to supportî describes which observation of realizing value?

IT value requires innovation in business practices.

Economic value comes from incremental innovations rather than ìbig bangî initiatives.

Strategic value comes from the cumulative effect of sustained initiatives to innovate business practices.

Sustainable value requires that the leaders understand that change is an aspect of organization life rather than something to be endured every couple of years.

Question 6

__________ is an individualís constitutional right to be left alone and to limit access to his or her health care information.

Privacy

Security

Confidentiality

Protection

Question 7

Which of the following was NOT discussed by the authors as a step to ensuring the delivery of value?

Require proposals

Increase accountability

Manage outcomes

Invest more resources

Question 8

Which of the following is NOT one of the three broad aims of the National Quality Strategy?

Innovative care

Healthy people and communities

Affordable care

All of the above are aims

Question 9

Data center management is a subgroup of which of the four core functions of an IT department?

Operations and technical support

Applications management

IT administration

Project proposals

Question 10

Which law was written specifically to protect patient confidentiality only in federally operated health care facilities, such as Veterans Administration hospitals, Indian Health service facilities, and military health care organizations?

HIPAA

Privacy Act of 1974

Freedom of Information Act

Federal Trade Commission Act

Question 11

__________ is a general term for software that is written to ìinfectî and subsequently harm a computer system.

Spyware

Malware

Ransomware

Virus

Question 12

Which IT staff member plans, designs, coordinates, and coordinates system security measures?

Project leader

Systems analyst

Programmer

Database administrator

Question 13

Which of the following is NOT a strategy to shorten the deliverables cycle?

ìBig bangî implementation

Staged rollouts

Pilots

All of the above are strategies to shorten the deliverables cycle

Question 14

Which of the following is NOT one of the four major categories of quality measures?

Structure

Process

Outcome

All of the above are categories

Question 15

__________ is a desirable approach in assessing IT services that brings a level of objectivity to the assessment process.

Auditing

Benchmarking

Consulting

Reviewing

Question 16

Which IT leadership role is a relatively new position and emerged as a result of the growing interest in adopting clinical information systems and leveraging those systems to improve care?

Chief technology officer (CTO)

Chief information security officer (CISO)

Chief information officer (CIO)

Chief medical information officer (CMIO)

Question 17

Which of the following is an action taken to limit network access?

Keep machines in locked rooms.

Manage keys to facilities.

Restrict removal of devices from secure areas.

Set up wireless routers to operate only in encrypted mode?

Question 18

Which of the following is NOT characteristic of IT-enabled value?

IT value is both tangible and intangible.

IT value is not variable across organizations.

A single IT investment can have a diverse value proposition.

Different IT investments have different objectives, value propositions, and value assessment techniques.

Question 19

Which of the following original CMS value-based programs determines whether or not an acute care hospital should be paid a reduced amount based on performance across health-acquired infections and unacceptable adverse events?

Hospital value-based purchasing

Hospital readmissions reduction

Hospital-acquired conditions

None of the above

Question 20

Of the eight core IT processes that must be managed for an effective IT department, which competency involves development of IT staff skills and retention of IT talent?

Human capital management

Relationship management

Platform management

Value management

 

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T-1.8.1

Details of Assessment
Term and Year	4, 2017	Time allowed	Weeks 1- 8
Assessment No	2	Assessment Weighting	50%
Assessment Type	Employee Relations Strategy Report
Due Date	Week 8	Room	TBA

 

Details of Subject
Qualification	BSB61015 Advanced Diploma of Leadership and Management
Subject Name	Human Resources
Details of Unit(s) of competency
Unit Code (s) and Names	BSBHRM602 Manage Human resource strategic planning
	BSBHRM604 Manage Employee Relations

 

 

Details of Student
Student Name
College		Student ID
Student Declaration: I declare that the work submitted is my own, and has not been copied or plagiarised from any person or source.	Signature: ___________________________ Date: _______/________/_______________

 

 

Details of Assessor
Assessor’s Name	Robert Cutuli
Assessment Outcome
Results	|_| Competent |_| Not Yet Competent	Marks	/ 50

 

 

FEEDBACK TO STUDENT Progressive feedback to students, identifying gaps in competency and comments on positive improvements:
________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Student Declaration: I declare that I have been assessed in this unit, and I have been advised of my result. I am also aware of my right to appeal and the reassessment procedure.   Signature: ____________________________ Date: ____/_____/_____	Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback   |_| Student did not attend the feedback session. Feedback provided on assessment.   Signature: ____________________________ Date: ____/_____/_____

 

 

Purpose of the Assessment
The purpose of this assessment is to assess the student in the following learning outcomes:	Competent (C)	Not Yet Competent (NYC)
consult with relevant stakeholders to develop, implement, monitor and review employee relations strategies and policies in regard to diversity, recruitment, induction, training and development, work life balance, performance management and termination
manage conflict and early intervention in respect to employee grievances and problems
determine key result areas of the organisation
develop an employee relations risk management strategy
describe the principles of relevant industrial agreements
negotiate employment awards, agreements and contracts
maintain high standards of performance in respect to equal opportunity and the management of diversity
Review organisational support services for employees
Assessment/evidence gathering conditions
Each assessment component is recorded as either Competent (C) or Not Yet Competent (NYC). A student can only achieve competence when all assessment components listed under “Purpose of the assessment” section are recorded as competent. Your trainer will give you feedback after the completion of each assessment. A student who is assessed as NYC (Not Yet Competent) is eligible for re-assessment.
Resources required for this Assessment
1. Computer with relevant software applications and access to internet 1. Weekly eLearning notes relevant to the tasks/questions
Instructions for Students
Please read the following instructions carefully · This assessment has to be completed |X| In class |X| At home · The assessment is to be completed according to the instructions given by your assessor. · Feedback on each task will be provided to enable you to determine how your work could be improved. You will be provided with feedback on your work within two weeks of the assessment due date. All other feedback will be provided by the end of the term. · Should you not answer the questions correctly, you will be given feedback on the results and your gaps in knowledge. You will be given another opportunity to demonstrate your knowledge and skills to be deemed competent for this unit of competency. · If you are not sure about any aspects of this assessment, please ask for clarification from your assessor. · Please refer to the College re-assessment for more information (Student Handbook).

 

 

 

 

 

EMPLOYEE RELATIONS STRATEGY REPORT

BRIEF

The Employee Relations unit of competency has focussed on key issues in employee relations. In this you are required to review, develop and recommend some components of employee relations strategy and report it to your manager (who in this case is your trainer).

 

ORGANISATIONAL CONTEXT

The organisation in this context is an Australian electricity company named ENERGEX. The company website is at https://www.energex.com.au/. Using their current strategy documents linked below, you are required to review and report on their employee relations.

Download the following files before conducting the review and reporting:

· ENERGEX Organisational Information – https://www.energex.com.au/about-us/we-are-energex

· ENERGEX Annual report – https://www.energex.com.au/__data/assets/pdf_file/0009/283680/Annual-Report-2014-15.pdf

· ENERGEX Employee Relations Strategy – http://careers.energex.com.au/getdoc/69023c90-625a-4aa7-87af-e23aaf58bb74/2-2_employee_relations_strategy.aspx

· ENERGEX Selection process – http://careers.energex.com.au/apply-today/selection-process.aspx

· ENERGEX Safety policy – http://careers.energex.com.au/about-us/ENERGEX-Values/Health-Safety—Wellbeing.aspx

· ENERGEX People Committee Charter Summary – https://www.energex.com.au/__data/assets/pdf_file/0009/266346/People-Committee-Charter-Summary.pdf

· ENERGEX employee benefits – http://careers.energex.com.au/your-career/ENERGEX-advantage—benefits.aspx

· ENERGEX Diversity policy – http://careers.energex.com.au/getdoc/ce4be0aa-2569-4c90-92a6-e46188a28fb2/EEO–Diversity-Policy.aspx

· ENERGEX Employment Agreement – http://careers.energex.com.au/getdoc/08fc19be-6f58-410e-a83a-a5adcc63baed/EUCA-2011.aspx

 

ASSESSMENT INSTUCTIONS

The review should follow the structure below (although some sections may not be applicable and some sections may need to be broken down into further sections):

1. Provides a Company introduction, overview and description

1. Company’s mission statement

 

1. A brief on the company’s employee relations strategy

1. Brief on Recruitment and Selection strategy

1. Brief on Employee Benefits of the organisation

1. Employee Safety and well being

1. Performance development and training

1. Discuss strategies for collective employment agreements, contracts and Awards

1. Highlight on conflict and negotiation

1. Review of diversity policy with recommendations

1. Highlight on work-life balance practices or otherwise suggest

1. Develop an employee relations risk management strategy. Use risk analysis.

1. Review of organizational HR services to employees

1. Termination and disciplinary issues. Include processes for unfair dismissal rules

1. Overall recommendations

 

 

REPORTING INSTRUCTIONS

1. The research report must address each of the above listed components or areas of employee relations for the case organisation.

2. If a component was not addressed, explain the reasons why it was not addressed. For example, you may say that the organisation did not have a “selection policy” and thus it could not be reviewed.

3. The report must provide an employee relations risk management strategy

4. The report is to be approximately 2,000 words in length however this benchmark is only a guide and is not mandatory in the overall context of the assessment

5. The analysis and strategy demonstrates a knowledge and understanding of relevant Human Resource Management principles, Risk Management, business, management or industry theory.

6. Evidence of review of organisational employee relations such as recruitment, selection, work health & safety, performance, union agreement, EEO & diversity, employee benefits and termination.

7. The strategy critically discusses and analyses the topic, performance and knowledge evidence of the unit descriptor

8. All sources are referenced consistently and comprehensively if

9. Overall presentation is professional including spell and grammar checked judicious use of headings, font size, layout etc.

 

 

 

ASSESSMENT CRTIERIA (For Trainer use only)

 

Assessment Criteria	Competent (C)	Not Yet Competent (NYC)
consult with relevant stakeholders to develop, implement, monitor and review employee relations strategies and policies in regard to diversity, recruitment, induction, training and development, work life balance, performance management and termination
manage conflict and early intervention in respect to employee grievances and problems
determine key result areas of the organisation
develop an employee relations risk management strategy
describe the principles of relevant industrial agreements
negotiate employment awards, agreements and contracts
maintain high standards of performance in respect to equal opportunity and the management of diversity
Review organisational support services for employees
Assessor comments

 

 

Human Resources, Assessment No.2 Page 1 v1.1, Last updated on 10/10/2017 by MM

 

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SOC-220: Social Problem Analytic Framework: Urbanization

In sociology, it is important to understand how to analyze a social problem using the micro and macro analytic perspectives. This assignment will help you learn this skill. In an essay (1,500-2,000 words) you will analyze the problem of urbanization.

Use the following analytic framework to construct your essay. Required: a minimum of three scholarly sources to support the analysis (your text can be one source). Be sure this is an integrated, fully developed essay (e.g., do not simply provide a response in each category of the analytic framework below). As with all analytic essays, you should have a well-formulated introduction and conclusion.

 

1. Problem Statement about Urbanization

 

What is the social problem?

In this section of the essay, encapsulate the essence of a social problem associated with urbanization (e.g. urban renewal and “top down” city planning, air & water quality, housing)

Clearly describe a specific problem associated with urbanization. What is the extent, scope and severity of this problem? (Use your text or other scholarly sources to support your description of the problem.) Briefly summarize the negative consequences of this problem to society as a whole and/or to specific groups of people. Why is it important to understand and address this social problem? Why change the status quo?

 

2. Vision of Change and Goal Clarification

 

What is the envisioned change as it relates to the social problem of Urbanization?

 

In this section of the essay, briefly describe what things would “look like” if the Urbanization were effectively addressed, minimized, eliminated, or if prevention steps were taken to alleviate undesirable consequences of the problem. What are specific goals to achieve the desired change (e.g., test and implement local programs to address and reduce the problem). Who stands to gain or lose if the envisioned change is realized?

 

 

3. Historical Background and Current Conditions

 

What contextual factors influence this social problem?

In this section of the essay, briefly describe two contextual factors that have influenced this social problem (e.g., historical, economic, cultural, structural, or technological factors). (Use the text or other scholarly sources to support your discussion of contextual factors influencing the problem).

Select TWO of the sociological theories (functionalist theory, conflict theory, symbolic interactionist theory) to briefly explain this social problem, given the contextual conditions you have identified. Use one theory associated with MACRO analysis, and one theory associated with MICRO analysis to explain the problem.

 

4. Possible Directions to Achieve Desired Change

What is needed to achieve the vision of change and address the identified social problem?

In this section of the essay, briefly summarize and provide a rationale for adopting one possible approach to achieve the desired change. Approaches to consider using to address this problem include prevention, intervention, social reform, and reconstruction. (Refer to Chapter 1 Section 1.4 Future Prospects: Solving Social Problems in Introduction to Social Problems).

How might stakeholders (those who might support or oppose the desired social change) be considered in planning an approach to social change?

 

5. Future Prospects: Suggested Strategies to Alleviate the Problem

 

Finally, in this section of the essay, propose two to three practical steps or strategies to move forward with the selected approach to change. Make sure your suggestions are aligned with the approach you proposed above (e.g. prevention, intervention) What are the strengths/limitations of your proposed strategies?

Prepare this assignment according to the guidelines found in the GCU Style Guide, located in the Student Success Center.

 

© 2017. Grand Canyon University. All Rights Reserved.

 

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C05 Online Exam 1_02 Score 100%

Question 1

__________ is the quality of being unambiguous and easy to understand.

A. Appropriateness

B. Representativeness

C. Substitutability

D. Clarity

Question 2

In which of the following is an oral communication method required?

A. writing news articles

B. updating Facebook statuses

C. participating in teleconferences

D. updating wikis

Question 3

__________ arise from conflicts between verbal and nonverbal communication.

A. Mixed messages

B. Semantic barriers

C. Psychological barriers

D. Language barriers

Question 4

Which of the following is a form of social media?

A. performance reports

B. company newsletter

C. Twitter

D. industry journals

Question 5

__________ arise from language that is ambiguous or difficult to understand.

A. Psychological barriers

B. Semantic barriers

C. Language barriers

D. Physiological barriers

Question 6

__________ is an example of communication.

A. Planning the plotline of a book that you intend to write

B. Setting a reminder text on your cell phone

C. Updating your status on a social networking site

D. Listening to classic tunes on an MP3 player

Question 7

A good communicator __________.

A. knows about all technologies and their uses.

B. knows that all technology choices can be used interchangeably.

C. understands that social media are inappropriate for business communication.

D. thinks about the implications of technology options and uses his or her choices wisely.

Question 8

Which of the following considerations is relevant to the adaptable characteristic of effective business communicators?

A. What do I want to accomplish with my message?

B. With whom should I communicate to accomplish my goal?

C. Is my message understandable within other cultures?

D. Is my message clear and concise?

Question 9

Which of the following statements about technology is true?

A. Technology increases the distance between communicators.

B. Technology allows an immediate exchange of information across many miles and time zones.

C. Technology does not change very rapidly.

D. Technology is not prey to pitfalls since it eliminates the risk of failed communication.

Question 10

Which of the following terms refers to the process of putting your message into words, images, or actions?

A. transmitting

B. encoding

C. receiving

D. interpreting

Question 11

Which of the following would be best for transmitting a message to and receiving a response from one or more people?

A. performance reports

B. company newsletters

C. email

D. industry journals

Question 12

Padma is asked if she knows how to make a red wine reduction. Padma looks down at her feet, quietly mumbles “sure,” and starts wringing her hands. When the job of making the red wine reduction is assigned to someone else, Padma is confused, as she had answered affirmatively that she knew how to do it. Which of the following is the best explanation of what happened here?

A. A psychological barrier has obstructed communication; by mumbling her reply, Padma signaled that she was offended by the request.

B. A semantic barrier has occurred; since Padma answered “sure” instead of “yes,” her answer was confusing.

C. A physiological barrier has obstructed communication; by wringing her hands, Padma has given the impression that they hurt and that she cannot perform the task.

D. A mixed message has obstructed communication; Padma’s verbal and nonverbal responses communicate different things.

Question 13

In the context of doing business with people from other cultures, effective communicators __________.

A. memorize a list of cultural differences between countries.

B. are ready to adapt to different cultural needs.

C. ignore cultural differences and treat everyone equally.

D. treat others as they would like to be treated.

Question 14

You are collaborating on a report with a co-worker and want to send him the latest version of your document. Which of the following statements is true regarding collaborating in this case?

A. Typing out the report and mailing it to your colleague by post would be the fastest way of delivering the report.

B. Uploading the document to the company intranet will deliver it to your co-worker’s mailbox.

C. Discussing the changes on a public blog is the best way to share and explore the document.

D. Using a team wiki will allow both of you to constantly update the document within a shared space.

Question 15

Just as you’re about to shut down your computer for the day, you remember that you need to send an update to your boss. You dash off a quick email and press “send” without spell-checking or proofing it. Doing so __________.

A.  is fine since this is not a formal report

B. is the right approach, since email does not require proofreading

C. is a bad idea, since you need to use correct grammar in all of your messages

D. is correct because an email needs to be as short as possible

Question 16

__________ means that a message uses no more words than are necessary to accomplish its purpose.

A. Clarity

B. Appropriateness

C. Substitutability

D. Conciseness

Question 17

You joined a team just as it was finishing up a large and much-anticipated project at your company, and you feel a little insecure as its newest member—and the one who contributed the least to the project. At the next staff meeting, your boss thanks you for all your hard work in making the project a success. Instead of this making you feel good, you feel even more uncomfortable, interpreting the comment as a sarcastic remark about how little you actually participated in the project. This is an example of a __________.

A. psychological barrier.

B. semantic barrier.

C. language barrier.

D. physiological barrier.

Question 18

The communication skills you already possess __________ in the workplace.

A. may hamper your attempts to communicate

B. don’t apply to communication

C. are sufficient to meet every challenge of communication

D. will be valuable to you for communicating

Question 19

Caroline knows that, while her oral presentation skills are stellar, her writing style could use a bit of work. Which of the following would be the best medium for Caroline to communicate in effectively?

A. a podcast

B. a wiki

C. a blog

D. a text chat

Question 20

Cultural sensitivity __________.

A. applies only to international communication.

B. deals exclusively with people who are non-native English speakers.

C. does not refer to cultural differences among people of different ages.

D. may apply to cultural differences between people of different genders.

C05 Online Exam 2_03 Score 100 percent

Question 1 of 205.0 Points

Which of the following is a question that is recommended to ask when analyzing your audience?

A. Why will they be interested in what you are saying?

B. What objectives do you want to achieve with your communication?

C. How quickly can the speech be completed?

D. What are the points that you do not want to communicate?

Question 2 of 205.0 Points

When nonverbal signals reinforce your words, __________.

A. your listeners remember what you say better

B. your audience will lack confidence in your words

C. your nonverbal communication carries less weight than your words

D. you undermine your persuasiveness

Question 3 of 205.0 Points

__________ involves analyzing the meaning of what you hear, read, or see to determine its intention.

A. Passive listening

B. Telecommuting

C. Listening comprehension

D. Interpretation

Question 4 of 205.0 Points

Which of the following nonverbal gestures would most likely indicate your happy willingness to assist someone?

A. sighing

B. looking away from him/her

C. muttering under your breath

D. pulling out a chair for him/her

Question 5 of 205.0 Points

On your first day at a new job you receive an email asking you to submit your SBDs by Friday so that they can be vetted for inclusion in the new module. You need to ask for clarification as you aren’t sure of what is being asked of you. This is an example of a barrier to __________.

A. passive listening

B. active listening

C. listening comprehension

D. interpretation

Question 6 of 205.0 Points

People who collaborate __________.

A. need to recognize that they may be motivated by different goals

B. cannot function unless they have different goals

C. rarely have conflicts arise due to working with different goals in mind

D. need to find solutions that address only one goal

Question 7 of 205.0 Points

Using a strong and positive tone of voice __________.

A. will undermine your persuasiveness

B. will come across as arrogant, and is not recommended

C. will make your audience receptive to your ideas

D. will cause you to sound hesitant

Question 8 of 205.0 Points

Body language, posture, and gestures __________.

A. reveal little about the attitude of the speaker

B. can help you interpret attitudes without listening to any words

C. only express attitudes of shame or uncertainty

D. should be interpreted without regard for facial expressions

Question 9 of 205.0 Points

You need help on a project, so you approach a colleague and find him busily doing his own work. When you approach him to ask for help, __________.

A. begin by describing your project in great detail, so your co-worker will know exactly what he is getting into.

B. you should expect that he is already prepared to listen.

C. briefly describe what you want so that he understands why you are communicating.

D. do not address any possible objections that might make your co-worker say no to your request.

Question 10 of 205.0 Points

Passive listening means __________.

A. focusing attentively on what a speaker says.

B. hearing information without actively paying attention to ensure understanding.

C. actively working to understand the information a speaker is providing.

D. trying to interpret the information presented by a speaker.

Question 11 of 205.0 Points

Which of the following statements best phrases a negative comment positively?

A. You don’t have an eye for detail, but you really do have a great sense of the big picture.

B. You do a good job of visualizing the big picture, and you’d be even more effective if you improved your attention to detail.

C. I don’t know anyone better than you at seeing the big picture, but you could really stand to improve your attention to detail.

D. You need to improve your attention to detail, but you’re already wonderful at seeing the big picture.

Question 12 of 205.0 Points

As you’re packing up to leave the office on a Friday afternoon, your boss tells you that she’d like a status report from you as soon as possible. You head out for the weekend and complete the status report first thing Monday morning. When your boss receives it, she complains that she needed it sooner. What is the most likely cause of this breakdown in communication?

A. passive listening

B. failure to listen actively

C. barriers to listening comprehension

D. difference of interpretation

Question 13 of 205.0 Points

Which of the following is an example of a difficulty in listening comprehension?

A. not hearing what an ER doctor says because an ambulance outside is blaring its siren

B. not understanding what an ER doctor means when he says you are suffering from hypertension

C. not hearing what an ER doctor says because of the conversations and cries of pain in the waiting area

D. not listening to what an ER doctor says because you’re distracted by a new patient who has just been wheeled into the room

Question 14 of 205.0 Points

A company sends one of its junior executives to meet with the CEO of another company. The CEO is insulted that someone of equal rank was not sent. Which of the following is most likely true?

A. The junior executive’s company’s employees are granted respect based on their positions alone.

B. The junior executive’s company is very formal and hierarchical.

C. The CEO’s company believes in social equality.

D. The CEO’s company has a clear separation between superiors and subordinates.

Question 15 of 205.0 Points

Your audience will be more likely to remember what you say in which of the following situations?

A. smiling as you reveal declining sales figures

B. frowning while you explain a serious matter

C. pacing as you ensure your audience that there is no cause for alarm

D. sounding hesitant as you describe a reorganization plan

Question 16 of 205.0 Points

Which of the following is one of the categories of active listening skills?

A. describing

B. evaluating

C. implying

D. interrupting

Question 17 of 205.0 Points

Ella receives an email from her co-worker Mitsuko in Japan. Mitsuko tells Ella that she will not be able to visit her in the U.S. offices as she had hoped to, and includes an emoticon to express her sadness. Which of the following emoticons did Mitsuko most likely use in her email?

A. (;_;)

B. 🙁

C. o.o

D. :-0

Question 18 of 205.0 Points

Carol approaches a co-worker, shaking her head as she does so. With a frown on her face, she angrily asks, “Did you finish the report yet?” Based on this situation, which of the following represents verbal communication?

A. shaking head

B. frowning

C. using those specific words

D. using an angry tone of voice

Question 19 of 205.0 Points

Paraphrasing to ensure understanding __________.

A. means asking straightforward questions about what was said

B. involves repeating exactly what you heard in order to make sure you didn’t mishear anything

C.  is less complicated than asking questions

D. can help you understand the emotional content behind a statement

Question 20 of 205.0 Points

Which of the following is an environmental hearing distraction?

A. a car alarm being set off

B. a ringing sound in one’s ears after attending a loud concert

C. blocked ears due to a cold

D. inability to focus due to a migraine

C05 Online Exam 3_05 Score 100 Percent

Question 1

You have completed a research project and have come up with some interesting and persuasive content. Although your ideas are spot-on, the format of your final report is difficult to read and a little confusing. This __________.

A. is problematic, as it will undermine your credibility

B. communicates to your audience that you are professional

C. is irrelevant, as the strength of your content will still shine through

D. won’t affect the reception of your report, as formatting is only a very minor issue

Question 2

When you stare at a blank page or a blank computer monitor without a clue of how to begin a composition, you are __________.

A. engaging in free writing

B. suffering from writer’s block

C. struggling with the perfectionist syndrome

D. thinking aloud

Question 3

If the purpose of your message is to inform parents about the new dismissal procedure designed to alleviate problems with the current process at your school, which of the following best represents the desired outcome of your message?

A. that parents will analyze the situation themselves

B. that parents will be willing to help

C. that parents will want to improve their children’s experiences

D. that parents will follow the new process you are implementing

Question 4

Which would be the best way to persuade your boss to implement a flex-time schedule in your office?

A. provide research that shows that this arrangement is workable and often results in increased productivity

B. give the boss the names of the employees who would be interested in working a flex-time schedule

C. tell the boss how happy it would make you to have the flexibility to accommodate your personal interests

D. inform the boss about the many leisure activities that employees would be able to engage in if the flex-time schedule were implemented

Question 5

The final step of the ACE process, evaluating, includes __________.

A. drafting your message

B. analyzing your audience

C. selecting the best medium

D. considering feedback

Question 6

Starting in September, your company plans to increase the monthly fees it charges to its clients. You are drafting a letter to mail to your clients to inform them of this increase, and hopefully to persuade them to keep their business with you. In analyzing your audience you determine that __________.

A. the clients need to be made aware of the fees they currently pay

B. the clients need to know how your company will use the revenue from the fees

C. the clients don’t need any information until September since that is when the increase will go into effect

D. the clients need to be told what the new fee structure is

Question 7

Which of the following is done in the first step of ACE?

A. analyzing the purpose

B. organizing content

C. revising the content

D. formatting conventions

Question 8

Reviewing your message and considering feedback __________.

A. generally leads to less successful proposals

B. may lead you to reconsider the decisions concerning content, audience, and medium

C. is part of composing, the second step of the ACE process

D. will be time-consuming and unnecessary

Question 9

When selecting a medium for a message, email __________.

A. is not efficient for disseminating information to many people

B. ensures immediate feedback

C. may not be appropriate for sending sensitive content

D. cannot create a permanent record

Question 10

Business emails __________.

A. should focus on only one topic

B. should contain only one paragraph

C. should not contain bullet points

D. should use generic headings

Question 11

Brief messages, such as emails or short presentations at meetings, __________.

A. require elaborate outlines

B. require the use of a tree chart in order to be outlined properly

C. do not benefit from the outlining process

D. might only need a few bullet points or questions as their outlines

Question 12

Which of the following does composing involve?

A. proofreading

B. revising

C. organizing content

D. determining the purpose of the message

Question 13

Which of the following statements about revising a written communication is true?

A. The first draft will never include incomplete thoughts.

B. The first draft rarely contains awkward sentences.

C. Written communication provides the opportunity to revise your message as you are communicating it based on immediate feedback.

D. By the time you get to the end of your first draft you may have discovered new ideas about what to say.

Question 14

Keeping your purpose and desired outcome in mind as you write your message is most likely to help you evaluate whether your content __________.

A. supports your goal

B. is formatted correctly

C. is using the appropriate font style

D. has any spelling errors

Question 15

When conducting the audience analysis for a persuasive message, which of the following is one of the recommended questions to consider?

A. How should you organize the persuasive message?

B. What information does the audience need to know and why?

C. How should I design the format and delivery?

D. Does the content ensure complete information?

Question 16

The first draft of a message focuses on __________.

A. analyzing your audience

B. getting your thoughts on paper

C. evaluating your word choices

D. perfecting your grammar

Question 17

A letter would be appropriate for which of the following situations?

A. sending a list of the year’s public holidays to all employees

B. alerting employees that a flex-time schedule is going into effect

C. communicating news to a client

D. sending the project schedule to a team

Question 18

Which of the following key decisions is involved in composing?

A. What must be the purpose of the message?

B. Which mode of communication must be used?

C. How can the content be revised effectively?

D. How can the format be designed for the best effect?

Question 19

You receive a flyer in the mail telling you about the new and improved cleaning power of Brite laundry detergent. Which of the following is most likely to be the purpose of this message?

A. document the scientific advances in the manufacturing of laundry detergent

B. describe the technology that led to the new formula for Brite

C. congratulateBrite’s research department on its achievements

D. persuade customers to buy Brite

Question 20

In the ACE process for communication, the second step is __________.

A. composing

B. cutting

C. collaborating

D. copying

C05 Online Exam 5_08 Score 100 percent

Question 1

Which of the following statements would be best to include in a letter turning down someone who applied for a job?

A. We are sorry to inform you that your credentials were not as impressive as those of the other candidates who applied for the position.

B. We think that you are talented, but feel the position would best be filled by a younger, more vibrant candidate.

C. Unfortunately, we were more impressed by the other candidates.

D. After much consideration, we have offered the position to another candidate.

Question 2

In the analyzing phase of creating a 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?

A. to suggest the possibility of implementing a flex-time schedule in your office

B. to describe to your boss how your life would change with a flex-time schedule

C. to tell your boss how much your friend likes having a flex-time schedule

D. to improve employee productivity and job satisfaction by giving workers more balanced lives

Question 3

Which of the following statements about buffers is true?

A. A buffer is a closing statement that comes after bad news.

B. A buffer tends to worsen the adverse impact of bad news.

C. A buffer should obscure the fact that bad news may be coming later in the message.

D. A buffer can provide positive information that builds goodwill.

Question 4

During lunch with a friend, she tells you that her office recently implemented flex-time hours. It has been a positive change at her workplace, and you think that it would be great to have flex-timing at your office as well. 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?

A. I think a flex-time schedule would be good for me.

B. Flex-time would give me more free time.

C. I bet everyone would love having a more flexible schedule instead of the typical 9-5 work schedule.

D. In other offices, the flex-time schedule has increased productivity and decreased turnover.

Question 5

Which of the following would likely require persuasion?

A. exchanging a sweater for one in a smaller size

B. getting an extension on a deadline

C. congratulating a co-worker on her promotion

D. giving a colleague the link to a website you think he’ll find useful

Question 6

You need to write a letter to a customer denying a claim, as the customer is responsible for the problem that she is asking you to fix. In this situation, __________.

A. the direct approach is best to buffer the bad news

B. the direct approach is preferred so that you get right to the point without introductory pleasantries

C. the indirect approach alleviates the need to phrase the bad news tactfully

D. the indirect approach can provide introductory information so it can be understood by the reader

Question 7

If you communicate bad news ineffectively, you risk __________.

A. getting immediate feedback

B. losing customers, clients, or employees

C. having the news accepted as final

D. being blamed for the incident that led to the news

Question 8

If you phrase bad news __________, your audience is more likely to understand your message.

A. by sugarcoating it

B. in clear terms

C. through implication

D. using subtle hints

Question 9

Due to a family emergency, you will be unable to fulfill your contract to cater for a client’s upcoming party. The event is several weeks away, but you know that the client will not be able to reschedule it. When you contact your client to share this news, you should __________.

A. not include an apology, since this emergency was beyond your control

B. tell the client that you will contact other catering companies to see if they can take over the job

C. inform them that you will be happy to cater the event if they reschedule it

D. wait a few days before actually canceling to try and soften the blow

Question 10

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

A. email

B. memo

C. telephone

D. group meeting

Question 11

Your boss is in a hurry to leave, so she quickly delegates an assignment to you. She needs you to communicate some bad news to a number of people at different geographic locations. Though she wants the message to spread instantaneously, she wants to give the audience time to carefully consider a response. It’s also a priority for her that the message doesn’t come across as impersonal or evasive. After she has left, you realize that she didn’t specify which medium she wants you to use for the message. Taking her considerations into account, you determine that a(n. __________ would be an appropriate medium to use.

A. newsletter

B. email

C. letter

D. blog post

Question 12

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

A. an email

B. an instant message

C. a phone call

D. a memo

Question 13

You need to email a co-worker 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?

A. I really need your help right now, as my department is short-staffed.

B. I won’t be able to complete my project if you don’t help me.

C. While this may sound time-consuming, I will only need one hour of your time.

D. If you decide to help me, then you will have to work overtime.

Question 14

Being persuasive __________.

A. is rarely required in your daily life

B. involves understanding why your audience may resist your ideas

C. means tricking your audience into doing what you want

D. is very unethical, and in some situations may even be illegal

Question 15

Angelina has to reject an employee’s request for time off, and is trying to determine the best medium in which to deliver this message. She is also thinking about what the employee’s reaction will be, and if there is anything she can say to soften the bad news. Angelina is engaged in which stage of the ACE process?

A. analyzing

B. addressing

C. composing

D. critiquing

Question 16

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

A. It allows you to reach large audiences.

B. It allows you to include additional arguments that may help your persuasive appeal.

C. It gives your audience time to consider your appeal before carefully responding.

D. It allows for immediate feedback so you can alter your appeal instantly, if necessary.

Question 17

In which of the following situations is the direct organizational method the preferred way to deliver bad news?

A. if the news is likely to upset or anger the audience

B. if the news is irrelevant to health and safety

C. if the news is difficult to explain or understand

D. if it is important that the audience hears the news immediately

Question 18

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

A. devoting less time to

B. changing the order of

C. omitting

D. spending more time on

Question 19

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

A. group meeting

B. email

C. telephone

D. blog

Question 20

A manufacturing company realizes that one of its products has a serious defect and wants to quickly disseminate this news to the public. Which of the following would be an appropriate way to accomplish this?

A. website

B. memo

C. telephone

D. letter

Question 21

At your company, a number of routine office tasks are loosely shared among entry-level employees, who perform these duties in addition to their specific job descriptions. This often results in tasks being done late, poorly, or not at all. You suggest to your boss that outsourcing this work might be a good idea. He is interested, so he asks you to research and recommend a service provider. Which of the following best articulates the research question you have been asked to explore?

A. Is it fair to make entry-level employees do this additional work?

B. How can we train the entry-level employees so that they can perform these tasks in a more efficient manner?

C. Which outsourcing service provider would be the best for us?

D. Is outsourcing the best solution to our problem?

Question 22

You work in a small office of fewer than 20 employees with no dedicated IT staff. As the resident technical expert, you are called on to deal with computer issues and technology-related decisions. Lately this has been taking up more and more of your time and you feel that it is no longer an efficient arrangement. You speak to your boss about contracting with an IT company to oversee these needs, and she tells you to research some options. You find a website with some interesting information about this topic, plus the author is a well-known expert in the field. There is some useful data, for which the author has taken care to provide citations. There also are some promising links, but when you try to click them, they are broken or unavailable. You find that the page was last updated over a year ago. How will you evaluate this source?

A. This source should be cited in your report, as it amply meets all three “A”s.

B. This source has some accuracy issues, so it should not be cited.

C. This source is not very recent, but given the nature of your research it is acceptable.

D. This source fares well regarding authorship and accuracy, but is not current enough to be cited.

Question 23

Using an online database like LexisNexis to search for articles on a topic __________.

A. is not as effective as doing a Google search

B. allows you to search publications not available through a Google search

C. is less expensive but more time-consuming than a Google search

D. leads you to articles that are less reliable than web pages

Question 24

When you are using a search engine, the main body of the results page is most likely to begin with sites __________.

A. that are least relevant to your search

B. that are being accessed by other users at that very moment

C. that are accessed least frequently

D. that are frequently accessed or that most closely match your search terms

Question 25

You enter the phrase flex-time schedule into Google and get about 313,000 results. Trying your search again, this time with quotation marks around the phrase, __________.

A. will not lead to an exact match

B. will likely dramatically increase the number of results

C. will result in a list of resources which include that exact match

D. will yield results that include any of those three words anywhere on the page

Question 26

Searching through which of the following is most likely to yield the narrowest search results?

A. LexisNexis

B. Standard and Poor’s

C. New York Times Index

D. Hoover’s

Question 27

When it comes to research, __________.

A. students should be discouraged from using books, as they are less credible than online sources

B. students often shun online information sources in favor of books

C. the drawback with online content is that it cannot be updated regularly

D. books are valuable resources, as they are often professionally written, reviewed, and edited

Question 28

When doing background research on your topic, the question “What else exists that serves similar purposes?” is about the topic’s __________.

A. category

B. history

C. popularity

D. context

Question 29

You are working on your first research project at a new job; you discuss your work with a colleague who has been at the company for five years. She tells you that one of your sources will not be highly regarded by the professional audience to whom you will be presenting, and advises you to omit it. Which of the following sources is she most likely referring to?

A. The New York Times

B. The Wall Street Journal

C. U.S. Department of Labor data

D. Wikipedia

Question 30

Which of the following statements is true of primary sources?

A. Primary sources provide raw data.

B. Primary sources exclude surveys and interviews.

C. Primary sources include Wikipedia and various encyclopedias.

D. Primary sources are only qualitative.

Question 31

Putting quotation marks around the search phrase you enter into a search engine is most likely to __________.

A. yield fewer results, which will be more relevant to your search phrase

B. yield fewer results, which will be less relevant to your search phrase

C. yield more results, which will be more relevant to your search phrase

D. yield more results, which will be less relevant to your search phrase

Question 32

Which of the following aspects of determining what information you need is being targeted while doing background research to broaden your understanding of your topic’s history, context, structure, and categories?

A. analyzing the research question and topic

B. identifying audience concerns and needs

C. establishing the scope of the research

D. defining research activities

Question 33

A deep web portal __________.

A. finds only that information which is aimed at the public

B. accesses free information exclusively

C. performs federated searches.

D. omits information in publications that require a subscription.

Question 34

Which of the following terms best describes a process that is designed to ensure that articles in academic journals are accurate and honest?

A. narrow casting

B. peer-reviewing

C. satisficing

D. social referencing

Question 35

At your company, a number of routine office tasks are loosely shared among entry-level employees, who perform these duties in addition to their specific job descriptions. This often results in tasks being done late, poorly, or not at all. You suggest to your boss that outsourcing this work might be a good idea. He is interested, so he asks you to research and recommend a service provider. In this case, which of the following is the best example of a primary source?

A. the website of an outsourcing service provider that you are considering

B. a Wikipedia article about the popularity of outsourcing

C. a journal article about the impact of outsourcing on a company’s bottom line

D. a research report discussing the effects of outsourcing on the overall economy

Question 36

Considering whether any web links are broken is a part of evaluating the source’s __________.

A. accuracy

B. authorship

C. age

D. clarity

Question 37

Which of the following questions is recommended for evaluating the authorship of a source?

A. Do other sources agree with this information?

B. Is the source published or sponsored by a reputable organization?

C. Does the author acknowledge and respond to opposing points of view?

D. How current is the information?

Question 38

Doing background research on your topic __________.

A. is not advised for business research

B. should not include information about your topic’s history

C. is vital, since you are required to include it in your final presentation

D. can help you structure your research

Question 39

As you prepare to analyze a research question and topic, which of the following would be your best first move?

A. considering whether there are options other than outsourcing the work

B. asking entry-level employees how they feel about doing these tasks

C. calling a few outsourcing service providers to get quotes from them

D. finding out whether any of your competitors outsource this kind of work

Question 40

For which of the following question types are the responses most likely to vary?

A. yes/no

B. open-ended

C. Likert (agreement. scale

D. rating scale

E. open-ended

C05 Online Exam 7_10 Score 100 percent

Question 1

Which of the following statements is true about a cover message?

A. It takes the form of a cover letter for an internal proposal.

B. It does not need to provide an overview of the content.

C. It provides the reader with an overview of the content.

D. It allows readers to find the information that interests them.

Question 2

Jane is preparing a proposal for an audience that has invited her to do so. This means that __________.

A. it is an unsolicited proposal

B. Jane will need to explain her experience and qualifications

C. the direct organizational approach would be appropriate

D. Jane’s audience is not aware that a problem or opportunity exists

Question 3

“The proposed developer employed only certified programmers. Over the past five years they have redesigned more than 50 databases for local businesses. They will add innovative new functionalities to our system, while increasing the efficiency of our current system’s capabilities.” Which of the following options best improves the section of Dave’s text excerpted above?

A. replacing “employed” in the first sentence with “used to employ”

B. replacing “employed” in the first sentence with “employs”

C. replacing “have redesigned” in the second sentence with “will redesign”

D. replacing “will add” in the third sentence with “can add”

Question 4

Which of the following media is most appropriate if you want to encourage your audience to collaborate, interact, and create content?

A. slides

B. podcasts

C. flipcharts

D. video conferences

Question 5

Which of the following is considered part of analyzing your setting?

A. What do the key players care about?

B. What are the needs and interests of the audience?

C. How far do I need to move the audience before they act?

D. Will I be using my own computer to present slides?

Question 6

Anne is trying to get a sense of the overall structure of her slide presentation. She sketches headlines and ideas for the body of the slides on some Post-It notes, rearranging them as necessary. Anne is creating a(n. __________ for her presentation.

A. storyboard

B. template

C. slide master

D. animation

Question 7

By considering the __________, you can identify the level of persuasion necessary as well as the appropriate form for a proposal.

A. medium

B. need

C. context

D. content

Question 8

Dave is working on a succinct description of a database proposal, which encapsulates the opportunities for cost savings and increased functionality that the new system presents, as well as its other key ideas. He is struggling to create content that, while remaining brief, will enable his audience to understand the proposal’s main ideas without having to read the whole document. Dave is working on the proposal’s __________.

A. introduction

B. executive summary

C. body

D. references

Question 9

Providing which of the following in your proposal will help build your credibility with the audience?

A. descriptions of similar projects you have completed

B. a list of the deliverables you are agreeing to provide

C. an explanation of when and how the work will be completed

D. a delineation of your costs

Question 10

If a proposal is a few pages long, then which of the following components is most likely to help the reader see the structure of the document at a glance?

A. references

B. headings

C. appendices

D. footnotes

Question 11

In the context of a proposal, which of the following terms refers to the items you are agreeing to provide to the audience?

A. references

B. appendices

C. advantages

D. deliverables

Question 12

You are sending a proposal in response to an RFP from a local elementary school that is seeking a provider for an after-school enrichment program promoting physical fitness. Including which of the following in your summary would best demonstrate that you listen to your clients, understand what they are trying to accomplish, and have an appropriate solution?

A. Our instructors are top-notch and have much experience putting high school students on the road to better nutrition and physical fitness.

B. Our program focuses primarily on creative expression, which also has some physical fitness benefits.

C. The key to our program’s success is getting kids to exercise early in the day, which keeps them energized and focused for the rest of their day’s work.

D. Our program is designed for grades K-4 and has greatly improved fitness at the many schools where it is offered at the end of the day.

Question 13

__________ come from the film industry and are used to help you see the big picture of a presentation before you get too involved with creating individual slides.

A. animations

B. storyboards

C. slide decks

D. message headlines

Question 14

Which of the following statements would be the best to use in a proposal?

A. Our equipment does the job in half the time it takes for our competitor’s equipment.

B. Our equipment did the job in half the time it took for our competitor’s equipment.

C. Our equipment had done the job in half the time it had taken for our competitor’s equipment.

D. Our equipment has done the job in half the time it has taken for our competitor’s equipment.

Question 15

You run a branch of a very technologically savvy real estate agency in a large city. The company employs a powerful database to enable realtors to pinpoint the properties that most accurately meet their clients’ specifications. Realtors currently consult the database with clients in the office to create a list of desirable properties to view. You think it would be even more effective and lead to quicker transactions if realtors could access the database outside of the office with their clients. After some research you find that the purchase of iPads for the realtors would make this possible. Writing a proposal to request this from the company owners would be an example of a(n. __________.

A. solicited sales proposal

B. competitive proposal

C. internal proposal

D. external proposal

Question 16

The term __________ refers to the supplemental information provided in a proposal. It often includes examples of past projects, client testimonials, and technical specifications.

A. overview

B. references

C. executive summary

D. appendices

Question 17

Understanding the need your proposal meets and how to meet that need is involved in the first step of preparing a proposal: defining its __________.

A. content

B. context

C. purpose

D. format

Question 18

Which of the following tasks would require a proposal?

A. persuade your manager to approve your leave

B. persuade a retailer to repair damage not covered under your warranty

C. persuade your boss to approve a project

D. persuade a retailer to provide you a discount

Question 19

The best way to address feasibility is to __________.

A. present realistic implementation plans

B. highlight your qualifications

C. demonstrate your expertise

D. provide customer testimonials

Question 20

Whiteboards are recommended when you want to __________.

A. encourage the audience to collaborate and create content

B. encourage the audience to listen and look carefully

C. communicate complex material that people need to look at carefully

D. present lengthy content that cannot easily be seen in slide form

Question 21

If you want to represent the percentage of respondents in a survey who preferred your product to products from four of your competitors, the best graph to use would be a __________.

A. pie chart

B. line chart

C. histogram

D. scatter plot

Question 22

In formal reports and in report decks, additional information is included in a(n. __________.

A. glossary

B. reference list

C. executive summary

D. appendix

Question 23

You are preparing a formal report. You want to include some raw data and large tables in your report that you think readers will find useful; however, if you include this information in the body of the report then it will interrupt the flow of the document. In such a situation, you should include this information in the __________ of the report.

A. executive summary

B. appendix

C. introduction

D. glossary

Question 24

To make the table of contents easy to read, many writers connect the headings to the page numbers using __________.

A. footers

B. headers

C. dot leaders

D. trackers

Question 25

The introduction to Anya’s report __________.

A. should include page numbers along with the headings

B. should be omitted since her report includes an executive summary

C. should be written as if the reader did not read the executive summary at all

D. should include a list of figures and tables along with their page numbers

Question 26

Connor’s supervisor asks him to analyze whether their plan to start web-based retailing can be implemented as proposed. His supervisor is asking Connor for a(n. __________.

A. feasibility report

B. progress report

C. compliance report

D. investigation report

Question 27

Which of the following reports is designed to inform others quickly about the work you have done and to provide documentation for future use?

A. feasibility report

B. progress report

C. evaluation report

D. formal report

Question 28

A new employee is given the responsibility of keeping the minutes for her work team’s meetings. What advice will you give her?

A. Devote most of the space in your minutes to summarize the discussion at the meeting.

B. Minutes should not be action-oriented because their main purpose is to record the flow of the discussion.

C. Record specific decisions resulting from the meeting.

D. A table is an ineffective format for recording meeting minutes.

Question 29

Anya’s report is 60 pages long. She is including an executive summary that is twelve pages long. This is __________.

A. too long; for a report of this size an executive summary should only be about six pages

B. too long; an executive summary should always be a maximum of five pages

C. too short; an executive summary should always be a minimum of 20 pages

D. the proper length for an executive summary in a report of this size

Question 30

A paired bar chart is also known as a __________.

A. line chart

B. stacked column chart

C. histogram

D. tornado chart

Question 31

The core principles of Edward Tufte, a noted information designer, advocate all of the following EXCEPT __________.

A. eliminating all distractions that do not help the audience understand the data

B. eliminating anything in graphs that exists only for decoration

C. eliminating or minimizing all unnecessary gridlines in tables

D.  eliminating data markers that identify specific data points in line graphs

Question 32

Evan is preparing a memo report recommending that his company should contract with a particular event planner for an upcoming corporate function. He includes all the pertinent information regarding costs, services provided, and why this choice would better serve the company’s needs. He also has some additional documentation which he’d like to add, including descriptions of prior events this agency has planned, photographs of venues, menus, etc. Evan should include this information __________.

A. in the body of the report

B. as attachments to the report

C. in the executive summary

D. as part of the reference list

Question 33

Bryan hasn’t created a report deck before, but thinks it would be an effective medium for his report. His science-based analytical report will need to include a number of diagrams and photographs, and he is expected to present it at a meeting. Which of the following is true?

A. This is a poor choice, since as a novice he will find report decks difficult to work with.

B. This is a poor choice, since it will be more costly and time-consuming than drafting two separate documents, one for the written report and one for the presentation.

C. This is a good choice, since it will allow him to easily integrate diagrams and photographs into his report.

D. This is a good choice, since most of his audience will see a presentation in this medium for the first time and will be impressed by his technical knowledge.

Question 34

You are just back from Amsterdam where you had gone to attend a business conference. Your manager asks you to send him a report which documents your activities and indicates what you accomplished or learned during the conference. Your manager wants you to prepare a __________.

A. progress report

B. feasibility report

C. trip report

D. recommendation report

Question 35

When creating the title page for a report, one should include all of the following EXCEPT __________.

A. the title of the report

B. the purpose of the report

C. the author of the report

D. the submission date of the report

Question 36

Which of the following terms is a synonym for a reference list?

A. executive summary

B. glossary

C. bibliography

D. table of contents

Question 37

__________ arrange data in columns and rows, allowing you to read down or across to see different relationships.

A. Tables

B. Histograms

C. Line graphs

D. Bar charts

Question 38

While drawing a graph, you plot the independent variable on the x-axis and the dependent variable on the y-axis. Then you add a trend line and start plotting the variables. Which of the following types of graphs are you creating?

A. paired bar chart

B. scatter plot

C. histogram

D. pie chart

Question 39

If you were preparing a report for readers who are not native English speakers, which of the following would be best to include?

A. Signage installation is regulated, so we must obtain a permit.

B. We will need to get a permit before we can put up a sign.

C. Local regulations forbid the installation of signage without prior approval.

D. In order to mount our signs as planned, we will need to get authorization in advance.

Question 40

If you were preparing a report for readers who are not native English speakers, which of the following would be best to include?

A. We won’t be able to cut any corners on the permit process, as the local authorities are real sticklers for detail.

B. We’ve got to make sure we’ve got all our ducks in a row permit-wise, so the local authorities don’t give us a hard time.

C. We will need to follow the permit process carefully, as the local authorities are very detail-oriented.

D. If we don’t watch our step on the permit process, we could be in for a rude awakening when it is denied.

C05 Online Exam 8_11

Question 1 of 20

Which of the following guidelines should be followed for creating a template that supports effective visual communication?

A. Avoid templates with decorative, nonfunctional graphics.

B. Use highly ornate symbols as bullets.

C. Avoid including slide numbers.

D. Use dramatic color gradations on backgrounds.

Question 2 of 20

If a presentation requires the audience to discuss the pros and cons of outsourcing work as opposed to hiring an intern, the presentation will be __________.

A. informational

B. persuasive

C. instructional

D. collaborative

Question 3 of 20

Max is going to make a presentation to his boss regarding a flex-time schedule. Max knows that his boss does not accept arguments based solely on employee happiness or satisfaction. Which of the following would be the best approach for Max?

A. During the presentation, Max should stress that in a recent company survey the majority of employees were found to be in favor of a flex-time schedule.

B. During the presentation, Max should emphasize that work/life balance is one of the biggest issues facing corporate America today.

C. During the presentation, Max should relate anecdotal evidence from other companies that have implemented a flex-time schedule, showing how it has improved the lives of individual employees.

D. During the presentation, Max should provide research which shows that flex-time scheduling is directly related to increased productivity and decreased employee turnover.

Question 4 of 20

Jane needs to create a presentation to teach her co-workers how to work with a new database system. This means that her presentation will be __________.

A. informational

B. persuasive

C. instructional

D. collaborative

Question 5 of 20

__________ help you see the big picture of a presentation before you get too involved with creating individual slides.

A. Animations

B. Storyboards

C. Slide decks

D. Message headlines

Question 6 of 20

Which of the following is considered part of analyzing your setting?

A. Who are the key players?

B. What are the needs of your audience?

C. Will you be using your own computer to present slides?

D. How far do you need to move your audience before they act?

Question 7 of 20

Which of the following is a goal of the opening of a presentation?

A. establishing rapport with the audience

B. analyzing the requirements of the audience

C.  identifying the tools that will be needed during the presentation

D. visualizing the outcome of the presentation

Question 8 of 20

For most business presentations, the main message should __________.

A. not include a solution to the problem discussed in the presentation

B. lead your audience to the intended outcome

C. not highlight what the audience will gain from the presentation

D. take the presenter’s rather than the audience’s point of view

Question 9 of 20

__________ are recommended when you want to encourage an audience to collaborate and create content.

A. Whiteboards

B. Video conferences

C. Slides

D. Podcasts

Question 10 of 20

Which of the following would be the most effective way to begin a presentation on implementing a new training program?

A. Our current training system is not up to par.

B. Are you aware that our training system is outdated?

C. Three out of five employees are not sufficiently prepared for their jobs by our current training system.

D. Training is very important to the success of our company.

Question 11 of 20

If the intended outcome of your presentation is for your audience to approve funding for new teleconferencing hardware and software, then your presentation is __________.

A. informational

B. persuasive

C. instructional

D. collaborative

Question 12 of 20

The question-and-answer session with the audience during your presentation __________.

A. helps you build your credibility by demonstrating your expertise and openness

B. does not allow you to deflect or address your audience’s criticism

C. undermines and trivializes the important parts of your presentation

D. does not allow you to emphasize and expand on important points

Question 13 of 20

Susanna wants to make a demonstration during her presentation that involves sharing some content with her audience that is not available in electronic form. In this situation, which of the following would be the most appropriate medium?

A. props

B. podcasts

C. videos

D. flipcharts

Question 14 of 20

Which of the following statements is true regarding the use of a document camera during a presentation?

A. It encourages the audience to collaborate, interact, and create content.

B. It helps with communicating complex material that people need to look at carefully.

C. It is used for presenting to a distant audience accessible by computer technology.

D. It can be used to share content that is not in electronic form.

Question 15 of 20

A slide master __________.

A. is a word processing tool

B. enforces consistency in your visual elements

C. saves you time but runs the risk of inconsistent formatting

D. is useful as it allows you to cut and paste the formatting from one slide to the next

Question 16 of 20

Rosie includes detailed text of her speech for a presentation on slides so that she can use it as her “speaking script.” This is __________.

A. a good idea, as this will give her the fluency required for the presentation

B. a good idea, as white spaces on slides are undesirable

C. a poor idea, because this layout will let the audience know what she is going to say in advance

D. a poor idea, since the audience can absorb more if the slides contain less information

Question 17 of 20

Ellen is trying to get a sense of the overall structure of her slide presentation. She sketches headlines and ideas for the body of the slides on some Post-It notes, rearranging them as necessary. Ellen is creating a(n. __________ for her presentation.

A. template

B. storyboard

C. slide master

D. animation

Question 18 of 20

The more specific your objective, __________.

A. the more time it will take to create an effective presentation

B. the longer your presentation will need to be to be effective

C. the easier it will be to create an effective presentation

D. the less persuasive your presentation will be

Question 19 of 20

If a slide deck makes “stand-alone sense,” then it means that the slide deck __________.

A. is comprehensible only by those people who have prior knowledge of the topic

B. includes every word the presenter plans to say

C. requires supporting documents like handouts for it to be understood

D. can be understood by anyone who reads it without the benefit of the presenter

Question 20 of 20

The first step in the process of designing slide presentations is __________.

A. organizing the content

B. developing a template

C. identifying the type of presentation

D. creating a storyboard

C05 Business Communication Assignment 04

ASSIGNMENT 04

C05 Business Communication

Directions: Be sure to save an electronic copy of your answer before submitting it to Ashworth College for grading. Unless otherwise stated, answer in complete sentences, and be sure to use correct English, spelling and grammar. Sources must be cited in APA format. Your response should be four (4) double-spaced pages; refer to the “Assignment Format” page located on the Course Home page for specific format requirements.

Part A 

Think about your own experiences with both effective and ineffective communication, and select one (1) example of each to analyze.

(1) Briefly describe each of the two (2) scenarios– one related to a personal experience with effective communication and one related to a personal experience with ineffective communication.

(2) Describe whether each scenario is an example of effective or ineffective communication, providing at least two (2) supporting facts for each scenario.

Part B 

1) Imagine that you have an interview for an internship that you really want to get. Describe three (3) ways in which you can display professionalism in this situation.

2) Describe the implications of selecting the appropriate channel and medium for a business message. Describe at least two (2) factors involved in this.

3) Provide one (1) original example of each of the following: physiological barrier, language barrier, and psychological barrier.

C05 Business Communication Assignment 08

ASSIGNMENT 08

C05 Business Communication

Directions: Be sure to save an electronic copy of your answer before submitting it to Ashworth College for grading. Unless otherwise stated, answer in complete sentences, and be sure to use correct English, spelling and grammar. Sources must be cited in APA format. Your response should be four (4) double-spaced pages; refer to the “Assignment Format” page located on the Course Home page for specific format requirements.

Select a fairly inexpensive product that you currently own, and a country that you’re not very familiar with. The product could be a moderately priced watch, radio, or other device. Now imagine that you are with the international sales department of the company that manufactures and sells the item and that you are proposing to make it available in the country you have selected.

The first step is to learn as much as possible about the country where you plan to market the product. Check almanacs, encyclopedias, the Internet, and library databases for the most recent information, paying particular attention to descriptions of the social life of the inhabitants, their economic conditions, and cultural traditions that would encourage or discourage use of the product.

Your 1-2 page report is to be submitted to the chief operating officer of the company, whose name you can either make up or find in a corporate directory. Make sure to include the following:

(1) Briefly describe the product you plan to market abroad.

(2) Briefly describe the country you have selected.

(3) Indicate the type(s) of people in this country who would find the product attractive. Provide at least one (1) supporting fact.

(4) Explain how the product would be transported into the country (or possibly manufactured there if materials and labor are available). Provide at least one (1) supporting fact that justifies your choice.

(5) Recommend a location for a regional sales center. Provide at least one (1) supporting fact that supports your location choice.

(6) Describe how the product will do in this new environment, with at least two (2) supporting facts.

(7) Describe at least two (2) recommendations for marketing (steps the company should take immediately and those it should develop later).

C05 Week-1 Threaded Discussion

Cross-cultural communication requires you to use clear language. Discuss two or more other challenges related to communicating across cultures, including how each might be overcome.

C05 Week 3 Threaded Discussion Question

Under what circumstances would you choose to use an indirect routine message rather than a direct one? Provide a detailed explanation.

C05 Week 5 Threaded Discussion Question

Discuss two advantages of conducting survey research and advantages of conducting interview research. Which would you prefer and why?

C05 Week 6 Threaded Discussion Question

If you were going to propose an innovation or change in your college or university, what would you propose? Identify at least two benefits you could include in your proposal.

 

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