Question 1

Which of the following is a negative word with a negative connotation?

Accepted Answer

A)  eliminate 
B)  understand 
C)  questions 
D)  always 
E)  possible 
A)  eliminate 
B)  understand 
C)  questions 
D)  always 
E)  possible

Question 2

Which of the following types of technology is most often used to resolve customer complaints quickly?

Accepted Answer

A)  Facebook 
B)  Snapchat 
C)  Instagram 
D)  Twitter 
E)  YouTube 
A)  Facebook 
B)  Snapchat 
C)  Instagram 
D)  Twitter 
E)  YouTube

Question 3

Sweeney's Ice-cream advertised its new sundaes on fliers that were distributed in malls. This initiative was successful because customers felt that the advertisement was created especially for them. Keeping in mind you-attitude in messages, which of the following did Sweeney's Ice-cream most likely say in its fliers?

Accepted Answer

A)  We, at Sweeney's, are now offering fresh fruit sundaes at $5! 
B)  There are brand new flavors available at our store on St. Marks Street! 
C)  We are now serving the best fresh fruit sundaes in the city! 
D)  You will be delighted to taste our latest ice creams! 
E)  You can now try our new fresh fruit sundaes for only $5! 
A)  We, at Sweeney's, are now offering fresh fruit sundaes at $5! 
B)  There are brand new flavors available at our store on St. Marks Street! 
C)  We are now serving the best fresh fruit sundaes in the city! 
D)  You will be delighted to taste our latest ice creams! 
E)  You can now try our new fresh fruit sundaes for only $5!

Question 4

Which of the following examples best illustrates the correct use of passive verbs to avoid assigning blame?

Accepted Answer

A)  The customer order was not processed on time. 
B)  They were not able to submit the proposal on time. 
C)  He was perfectly capable of completing this project on time, but he didn't. 
D)  You made it impossible for me to add my point of view. 
E)  You should not have taken leave without getting approval first. 
A)  The customer order was not processed on time. 
B)  They were not able to submit the proposal on time. 
C)  He was perfectly capable of completing this project on time, but he didn't. 
D)  You made it impossible for me to add my point of view. 
E)  You should not have taken leave without getting approval first.

Question 5

A disability refers exclusively to a physical impairment that interferes with the major tasks of daily living.

Accepted Answer

A) True 
 B)False

Question 6

To maintain positive emphasis, what is the best way to place negative information in a message?

Accepted Answer

It is best to place negative information

Question 7

Esteban is a sales manager. He is in charge of welcoming a new batch of sales executives to his organization and introducing them to the sales team. He is meeting the new employees for the first time. When he introduces them to the sales team, the new employees think he is being sexist. Which of the following did Esteban most likely say?

Accepted Answer

A)  Please welcome Joe Boston, Brian Ellis, and Melissa West. 
B)  Please welcome Mr. Boston, Mr. Ellis, and Ms. West. 
C)  Please welcome Mr. Boston, Mr. Ellis, and Mrs. West. 
D)  Please welcome Joe, Brian, and Melissa. 
E)  Please welcome our new sales executives to the team. 
A)  Please welcome Joe Boston, Brian Ellis, and Melissa West. 
B)  Please welcome Mr. Boston, Mr. Ellis, and Ms. West. 
C)  Please welcome Mr. Boston, Mr. Ellis, and Mrs. West. 
D)  Please welcome Joe, Brian, and Melissa. 
E)  Please welcome our new sales executives to the team.

Question 8

Which of the following is a way for you to check positive emphasis?

Accepted Answer

A)  Recognize that it should not be so overdone that it has become insincere. 
B)  Remember that it is appropriate in all circumstances. 
C)  Remember that it is always realistic. 
D)  Recognize that it should not demonstrate any kind of restraint. 
E)  Remember that it should contain hidden negatives instead of negative words. 
A)  Recognize that it should not be so overdone that it has become insincere. 
B)  Remember that it is appropriate in all circumstances. 
C)  Remember that it is always realistic. 
D)  Recognize that it should not demonstrate any kind of restraint. 
E)  Remember that it should contain hidden negatives instead of negative words.

Question 9

To build goodwill with content, you should arrange the information to meet the audience's needs rather than your own.

Accepted Answer

A) True 
 B)False

Question 10

What are the five techniques that help create positive emphasis in a message?

Accepted Answer

The five techniques that help create pos

Question 11

Thomas is giving a presentation to clients on a new line of products. In order to reduce the distance between himself and his audience, he should talk about the audience's feelings toward the company and its products.

Accepted Answer

A) True 
 B)False

Question 12

Mateo works as a customer service representative at Asphalt Autos. He writes a letter to a customer who has recently become a member of the lifetime service club. Which of the following introductory statements written by Mateo best illustrates you-attitude?

Accepted Answer

A)  You are now a lifetime service club member at Asphalt Autos! 
B)  You will be delighted to know that you have become a lifetime service club member at Asphalt Autos. 
C)  We at Asphalt Autos are glad to inform you that you are now a lifetime service club member! 
D)  I am sure you will be happy to know that you are now a part of our lifetime service club family. 
E)  It gives me pleasure to inform you that you are now in our lifetime service club! 
A)  You are now a lifetime service club member at Asphalt Autos! 
B)  You will be delighted to know that you have become a lifetime service club member at Asphalt Autos. 
C)  We at Asphalt Autos are glad to inform you that you are now a lifetime service club member! 
D)  I am sure you will be happy to know that you are now a part of our lifetime service club family. 
E)  It gives me pleasure to inform you that you are now in our lifetime service club!

Question 13

Which of the following sentences best exemplifies the use of impersonal expressions?

Accepted Answer

A)  You have not performed well this month. 
B)  Your department's performance is very low. 
C)  I am happy to inform you about your promotion. 
D)  The incentives of all the employees have been canceled. 
E)  I have granted you two days of leave as you requested. 
A)  You have not performed well this month. 
B)  Your department's performance is very low. 
C)  I am happy to inform you about your promotion. 
D)  The incentives of all the employees have been canceled. 
E)  I have granted you two days of leave as you requested.

Question 14

Which of the following does you-attitude primarily focus on?

Accepted Answer

A)  differentiating between audience members 
B)  underscoring the needs of the writer or speaker 
C)  not protecting the audience's ego 
D)  giving more preference to important audience members 
E)  emphasizing the audience's point of view 
A)  differentiating between audience members 
B)  underscoring the needs of the writer or speaker 
C)  not protecting the audience's ego 
D)  giving more preference to important audience members 
E)  emphasizing the audience's point of view

Question 15

Which of the following should you do while organizing information that builds goodwill?

Accepted Answer

A)  Arrange the information to meet all of your needs. 
B)  Use headings and lists so readers can find key points quickly. 
C)  Present information that interests the audience in the middle of a paragraph. 
D)  Avoid showing why information your audience didn't ask for is important. 
E)  Avoid anticipating an audience's questions because it is distracting. 
A)  Arrange the information to meet all of your needs. 
B)  Use headings and lists so readers can find key points quickly. 
C)  Present information that interests the audience in the middle of a paragraph. 
D)  Avoid showing why information your audience didn't ask for is important. 
E)  Avoid anticipating an audience's questions because it is distracting.

Question 16

What are the three main guidelines to be followed while organizing information to build goodwill in a message?

Accepted Answer

To build goodwill when organizing inform

Question 17

Tanya Jenkins has recently moved to the public relations team in her company. She has seen that Devin McLachlan, one of her new team members, uses an assisted listening device to help overcome a hearing disability. She has never worked with anyone in such a situation and wonders what kind of communication she should use with him. What are some key points she should remember while communicating with Devin to ensure that she is not being discriminatory about his disability?

Accepted Answer

When talking with or about Devin, Tanya

Question 18

While applying you-attitude, passive verbs should ideally be used while

Accepted Answer

A)  discussing job roles in a project. 
B)  reporting bad news or limitations. 
C)  explaining the perks of a new position. 
D)  explaining audience benefits for a product. 
E)  listing out the incentives for selling a product. 
A)  discussing job roles in a project. 
B)  reporting bad news or limitations. 
C)  explaining the perks of a new position. 
D)  explaining audience benefits for a product. 
E)  listing out the incentives for selling a product.

Question 19

Which of the following statements about building goodwill through communication is true?

Accepted Answer

A)  "You" works best in negative situations. 
B)  "We" works well when it does not include the audience. 
C)  "I" works well when it includes an audience or a reader. 
D)  "I" suggests that you are concerned about personal issues. 
E)  "I" suggests that you are concerned about the organization's needs. 
A)  "You" works best in negative situations. 
B)  "We" works well when it does not include the audience. 
C)  "I" works well when it includes an audience or a reader. 
D)  "I" suggests that you are concerned about personal issues. 
E)  "I" suggests that you are concerned about the organization's needs.

Question 20

Which of the following statements about goodwill in business communication is true?

Accepted Answer

A)  Goodwill is less important now that the majority of jobs are in service. 
B)  Goodwill increases the challenges of business and administration. 
C)  Goodwill is important internally, not externally. 
D)  Goodwill helps to create less staff turnover. 
E)  Goodwill is built exclusively by you-attitude. 
A)  Goodwill is less important now that the majority of jobs are in service. 
B)  Goodwill increases the challenges of business and administration. 
C)  Goodwill is important internally, not externally. 
D)  Goodwill helps to create less staff turnover. 
E)  Goodwill is built exclusively by you-attitude.

Which of the following is a negative word with a negative connotation?

Which of the following types of technology is most often used to resolve customer complaints quickly?

Which of the following examples best illustrates the correct use of passive verbs to avoid assigning blame?

A disability refers exclusively to a physical impairment that interferes with the major tasks of daily living.

To maintain positive emphasis, what is the best way to place negative information in a message?

Which of the following is a way for you to check positive emphasis?

To build goodwill with content, you should arrange the information to meet the audience's needs rather than your own.

What are the five techniques that help create positive emphasis in a message?

Thomas is giving a presentation to clients on a new line of products. In order to reduce the distance between himself and his audience, he should talk about the audience's feelings toward the company and its products.

Mateo works as a customer service representative at Asphalt Autos. He writes a letter to a customer who has recently become a member of the lifetime service club. Which of the following introductory statements written by Mateo best illustrates you-attitude?

Which of the following sentences best exemplifies the use of impersonal expressions?

Which of the following does you-attitude primarily focus on?

Which of the following should you do while organizing information that builds goodwill?

What are the three main guidelines to be followed while organizing information to build goodwill in a message?

While applying you-attitude, passive verbs should ideally be used while

Which of the following statements about building goodwill through communication is true?

Which of the following statements about goodwill in business communication is true?

Succeeding in Business Communication

Adapting Your Message to Your Audience

Planning, Composing, and Revising

Designing Documents

Communicating Across Cultures

Working and Writing in Teams

Sharing Informative and Positive Messages With Appropriate Technology

Delivering Negative Messages

Crafting Persuasive Messages

Developing Job Application Materials

Interviewing, Writing Follow-Up Messages, and Succeeding in the Job

Creating Visuals and Data Displays

Writing Proposals

Writing Reports

Making Oral Presentations

Filters

Exam 3: Building Goodwill

Which of the following is a negative word with a negative connotation?

Which of the following types of technology is most often used to resolve customer complaints quickly?

Which of the following examples best illustrates the correct use of passive verbs to avoid assigning blame?

A disability refers exclusively to a physical impairment that interferes with the major tasks of daily living.

To maintain positive emphasis, what is the best way to place negative information in a message?

Which of the following is a way for you to check positive emphasis?

To build goodwill with content, you should arrange the information to meet the audience's needs rather than your own.

What are the five techniques that help create positive emphasis in a message?

Thomas is giving a presentation to clients on a new line of products. In order to reduce the distance between himself and his audience, he should talk about the audience's feelings toward the company and its products.

Mateo works as a customer service representative at Asphalt Autos. He writes a letter to a customer who has recently become a member of the lifetime service club. Which of the following introductory statements written by Mateo best illustrates you-attitude?

Which of the following sentences best exemplifies the use of impersonal expressions?

Which of the following does you-attitude primarily focus on?

Which of the following should you do while organizing information that builds goodwill?

What are the three main guidelines to be followed while organizing information to build goodwill in a message?

While applying you-attitude, passive verbs should ideally be used while

Which of the following statements about building goodwill through communication is true?

Which of the following statements about goodwill in business communication is true?

Succeeding in Business Communication

Adapting Your Message to Your Audience

Planning, Composing, and Revising

Designing Documents

Communicating Across Cultures

Working and Writing in Teams

Sharing Informative and Positive Messages With Appropriate Technology

Delivering Negative Messages

Crafting Persuasive Messages

Developing Job Application Materials

Interviewing, Writing Follow-Up Messages, and Succeeding in the Job

Creating Visuals and Data Displays

Writing Proposals

Writing Reports

Making Oral Presentations

Filters