Exam 3: Building Goodwill

Edwin is a team leader at a direct mail advertising company. He was asked to write a progress report on a client's most recent campaign. Although Edwin did not deliver all of the mailers on time, he was able to communicate this to his boss using positive emphasis. Which of the following did Edwin most likely say to his boss?

Which of the following best describes wordiness in a sentence?

Sarah is the customer relationship manager at a designer clothing store. She is drafting a letter to Loretta Franklin, a client with whom she has established a good personal relationship over the years. Sarah wants to inform Loretta that because of her excellent credit relationship with their store, Loretta will receive a 25 percent discount on all of her purchases going forward. Which of the following salutations should Sarah use to address Loretta Franklin?

Which of the following statements about bias-free language is true?

An organization has been unable to raise sufficient funds from a charity event that took place the previous week. To maintain positive emphasis, which of the following is the least negative way to communicate this information?

Which of the following examples contains a hidden negative?

Which of the following examples illustrates the lowest level of politeness in a message?

Which of the following examples uses double negatives?

When a person writing a message knows neither the name nor the gender of the reader, the person should

Amelia is a sales representative at an enterprise services company. She receives an email from her boss stating, "All salespeople must send their sales report by the end of the day." Amelia is not happy about how this statement is phrased. The most likely reason for her unhappiness is that the way the statement is phrased is

Which of the following is a desirable tone for business writing?

Which of the following is a technique for creating positive emphasis in a message?

List the five techniques that you, as a writer, should use to convey you-attitude.

Which of the following job titles contains gendered language?

Ramon is the customer service manager at Greenfield Communications, an Internet service provider. He is writing an email in response to a complaint the company received from a new customer, Deborah Hayes. As Ramon does not know Deborah on a personal basis, which of the following salutations should he use in his response?

Mariam is a manager at a shipping company. Mariam's newest team member, Adam, is having mechanical issues with an aging fleet of vehicles. Due to these issues, Adam is unable to meet an upcoming deadline. When Adam reports the issue to Mariam, Mariam responds with an impersonal statement. For the purpose of avoiding blame, which of the following statements should Mariam use to best convey you-attitude?

When you write to people you do not know well outside your organization, it is good to address them by their first names to build a professional relationship.

Why is tone tricky in business communication?

To make language nonracist and nonageist, a person's race or age should be included in your message only when it is relevant to your story.

A customer walks into a restaurant, sits at a table, and calls out, "Can a waitress please take our orders?" What makes his statement biased?