Question 1

Which of the following is incorrect about positive emphasis?

Accepted Answer

A) It always leads to positive results. 
B) It enhances reputation. 
C) It helps build business. 
D) The methods to achieve it can be misused. 
A) It always leads to positive results. 
B) It enhances reputation. 
C) It helps build business. 
D) The methods to achieve it can be misused. A

Question 2

Which of the following words is LEAST negative?

Accepted Answer

A) Cautious 
B) Worried 
C) Afraid 
D) Unsure 
A) Cautious 
B) Worried 
C) Afraid 
D) Unsure A

Question 3

Which of the following is the best way to show positive emphasis?

Accepted Answer

A) Focus on the alternatives that remain 
B) Report failures 
C) Connote uncertainty 
D) Use double negatives 
A) Focus on the alternatives that remain 
B) Report failures 
C) Connote uncertainty 
D) Use double negatives A

Question 4

What are hidden negatives? Give three examples and explain why they are hidden negatives.

Accepted Answer

Students' responses will vary.Hidden neg

Question 5

"Hidden negatives" are words that are not negative in themselves but become negative in context.

Accepted Answer

A) True 
 B)False

Question 6

Wait until the end of a message to apologize.

Accepted Answer

A) True 
 B)False

Question 7

If you are writing a letter to a stranger,create goodwill by using the recipient's first name.

Accepted Answer

A) True 
 B)False

Question 8

Flight delays due to severe weather prevented the product samples from reaching your customers in northern Ontario.Which of the following is the BEST response to customer queries?

Accepted Answer

A) You will not receive the new product samples on time. 
B) The new product samples are on their way to you. 
C) The arrival of our new product samples has been delayed by severe weather.The new delivery time is Friday morning. 
D) You will have to wait only three more days for the new product samples. 
A) You will not receive the new product samples on time. 
B) The new product samples are on their way to you. 
C) The arrival of our new product samples has been delayed by severe weather.The new delivery time is Friday morning. 
D) You will have to wait only three more days for the new product samples.

Question 9

When eliminating negative words,you must be sure to:

Accepted Answer

A) maintain accuracy. 
B) use personal statements that specify details. 
C) not specify too many details. 
D) replace them with positive ones. 
A) maintain accuracy. 
B) use personal statements that specify details. 
C) not specify too many details. 
D) replace them with positive ones.

Question 10

To de-emphasize a negative,one should put it in the:

Accepted Answer

A) appendix. 
B) last sentence of a message. 
C) first sentence of a message. 
D) middle of a message. 
A) appendix. 
B) last sentence of a message. 
C) first sentence of a message. 
D) middle of a message.

Question 11

Positive emphasis is persuasive.

Accepted Answer

A) True 
 B)False

Question 12

Your supervisor forwarded you a press release related to your project.Which of the following replies conveys the best tone?

Accepted Answer

A) From everyone on the team: thank you! 
B) Thank you for your attention to this matter. 
C) Thanks for forwarding the press release-we were able to include it in our report. 
D) Thanks.Couldn't have done it without you. 
A) From everyone on the team: thank you! 
B) Thank you for your attention to this matter. 
C) Thanks for forwarding the press release-we were able to include it in our report. 
D) Thanks.Couldn't have done it without you.

Question 13

"If you can't understand this explanation" is an example of a negative expression.

Accepted Answer

A) True 
 B)False

Question 14

In which of the following situations is it NOT acceptable to omit negative information?

Accepted Answer

A) When the reader needs the information to make a decision 
B) When the reader already knows the information 
C) When the information would not affect the reader's decision 
D) When the reader doesn't know the information,even though it is not trivial 
A) When the reader needs the information to make a decision 
B) When the reader already knows the information 
C) When the information would not affect the reader's decision 
D) When the reader doesn't know the information,even though it is not trivial

Question 15

There are only two techniques used to de-emphasize negative information.

Accepted Answer

A) True 
 B)False

Question 16

De-emphasize negative information by giving it as little space as possible.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following is true about legal phrases?

Accepted Answer

A) They have positive connotations for most readers. 
B) They should be used whenever possible. 
C) They sound more positive if one replaces them with everyday English. 
D) They do not have associated meanings. 
A) They have positive connotations for most readers. 
B) They should be used whenever possible. 
C) They sound more positive if one replaces them with everyday English. 
D) They do not have associated meanings.

Question 18

Identify the sentence that uses the most positive emphasis.

Accepted Answer

A) Unfortunately,your new credit card can't be used until you activate it. 
B) We're happy to inform you that your new credit card will be ready to use as soon as you activate it. 
C) Before your first purchase,you'll need to activate your new credit card by calling 1-800-465-2104. 
D) Your brand new credit card will be ready to use as soon as you are able to activate it. 
A) Unfortunately,your new credit card can't be used until you activate it. 
B) We're happy to inform you that your new credit card will be ready to use as soon as you activate it. 
C) Before your first purchase,you'll need to activate your new credit card by calling 1-800-465-2104. 
D) Your brand new credit card will be ready to use as soon as you are able to activate it.

Question 19

When you have to give bad news,using a straightforward negative can build credibility.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following statements would lay emphasis on negative information?

Accepted Answer

A) Carefully avoid negative words and words with negative connotations. 
B) Focus on limitations. 
C) Put the negative information in the middle and present it compactly. 
D) Justify negative information. 
A) Carefully avoid negative words and words with negative connotations. 
B) Focus on limitations. 
C) Put the negative information in the middle and present it compactly. 
D) Justify negative information.

Exam 11: Communicating Reader Benefits

Which of the following is incorrect about positive emphasis?

Which of the following words is LEAST negative?

Which of the following is the best way to show positive emphasis?

What are hidden negatives? Give three examples and explain why they are hidden negatives.

"Hidden negatives" are words that are not negative in themselves but become negative in context.

Wait until the end of a message to apologize.

If you are writing a letter to a stranger,create goodwill by using the recipient's first name.

Flight delays due to severe weather prevented the product samples from reaching your customers in northern Ontario.Which of the following is the BEST response to customer queries?

When eliminating negative words,you must be sure to:

To de-emphasize a negative,one should put it in the:

Positive emphasis is persuasive.

Your supervisor forwarded you a press release related to your project.Which of the following replies conveys the best tone?

"If you can't understand this explanation" is an example of a negative expression.

In which of the following situations is it NOT acceptable to omit negative information?

There are only two techniques used to de-emphasize negative information.

De-emphasize negative information by giving it as little space as possible.

Which of the following is true about legal phrases?

Identify the sentence that uses the most positive emphasis.

When you have to give bad news,using a straightforward negative can build credibility.

Which of the following statements would lay emphasis on negative information?

Introducing Business Communications

Adapting Your Messages to Your Audience

Communicating Across Cultures

Planning, Writing, and Revising

Designing Documents, Slides, and Screens

Formatting Hardcopy Letters and Memos

Writing Electronic Messages

Composing Informative and Positive Messages

Composing Negative Messages

Composing Persuasive Messages

Communicating With Positive Emphasis

Communicating You-Attitude

Researching Information

Synthesizing and Documenting Information

Writing Information Reports

Writing Proposals and Analytical Reports

Writing Formal Reports

Using Visuals

Listening

Working and Writing in Teams

Planning, Managing, and Recording Meetings

Making Oral Presentations

Researching Jobs

Creating Persuasive Résumés

Creating Persuasive Application Letters

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