List the steps in the deductive outline used for good- and routine-news messages. Explain why the deductive outline is recommended for these messages
The steps in the outline are
1 . state the pleasant or main idea
2 . provide details or explanation
3 . remind the receiver of the good news or main idea or include a future-oriented closing thought.
The deductive outline is recommended for good- and routine-news messages because the receiver is expected to find the message pleasing or acceptable, which will result in a favorable response or action.
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Which of the following is a benefit of understanding the job characteristics theory?
A. Jobs can be designed so that people are more motivated. B. Jobs can be designed so that people are more frustrated. C. Jobs can be designed so that people work more steadily. D. Jobs can be designed so that people are more creative.
If a service desk uses an automatic call distributor (ACD) to allow a French-speaking customer to have the best chance of talking to an analyst that also speaks French, this is an example of ____.
A. automatic call distribution B. skills-based routing C. queuing D. needs-based routing
Answer the following statements true (T) or false (F)
1. Nonverbal communication includes written messages. 2. Research shows that about 93% of a message comes from nonverbal communication. 3. When nonverbal signals contradict verbal ones, the verbal ones are usually the ones to trust. 4. The nonlinguistic message or emotional meaning of a color is the same worldwide.
Jerry purchased a laptop computer for his personal use from Computer City on an installment loan contract. The sales contract stated that in the event the contract is assigned to a third party, the purchaser (Jerry) promises he will not assert any claim or defense against the assignee which he might have against Computer City. Computer City immediately assigns the contract rights to Finance USA
The computer stops working within two weeks of the purchase. a. This is a valid waiver of defense clause. Jerry signed the contract, so he can't raise a defense to Finance USA. b. Finance USA is an intended third party beneficiary and may therefore enforce the contract. c. In general, this type of waiver is not permitted in consumer contracts, so Jerry can raise his claim against Finance USA. d. This is a delegation of Jerry's duties and the delegator remains liable on the contract unless a novation agreement is made.