Question 1

In business relationships requiring a formal approach, which of the following communication channels is most effective?

Accepted Answer

A)  Presentations 
B)  Email 
C)  Memos 
D)  Letters 
A)  Presentations 
B)  Email 
C)  Memos 
D)  Letters D

Question 2

Effective apology letters provide excuses for the offense.

Accepted Answer

A) True 
 B)False  False

Question 3

What are three purposes for a negative message?

Accepted Answer

The main purposes of a negative message are to deliver the bad message, have the reader read and accept the message, and maintain a good relationship with the reader. A negative message also has secondary purposes that include eliminating future correspondences on the matter and avoiding risks, like litigation for instance.

Question 4

What should the opening paragraph of an effective apology letter do?

Accepted Answer

A)  Provide an apology 
B)  Offer excuses 
C)  Focus on explaining the situation 
D)  Avoid taking responsibility 
A)  Provide an apology 
B)  Offer excuses 
C)  Focus on explaining the situation 
D)  Avoid taking responsibility

Question 5

Which of the following is the most professional business apology?

Accepted Answer

A)  We are sorry if we offended you. 
B)  We are sincerely sorry. 
C)  We are sorry for the circumstances we were all put in. 
D)  We are sorry our customers feel offended, but it wasn't our fault. 
A)  We are sorry if we offended you. 
B)  We are sincerely sorry. 
C)  We are sorry for the circumstances we were all put in. 
D)  We are sorry our customers feel offended, but it wasn't our fault.

Question 6

In your business communication class, your instructor asks you to write a thank you letter to a local business that has collaborated with you on your class project. Your instructor reminds you to include a letterhead. What is a letterhead? What are its elements?

Accepted Answer

A letterhead is a heading on a stationar

Question 7

Which of the following best describes the purpose of an effective negative message?

Accepted Answer

A)  To deliver the bad news 
B)  To deliver the bad news, to have the reader read and understand the message, to maintain goodwill, and to reduce further communication on the matter 
C)  To sugar coat the bad news 
D)  To make the reader feel happy despite of the bad news 
A)  To deliver the bad news 
B)  To deliver the bad news, to have the reader read and understand the message, to maintain goodwill, and to reduce further communication on the matter 
C)  To sugar coat the bad news 
D)  To make the reader feel happy despite of the bad news

Question 8

Which of the following does not apply to sans serif fonts?

Accepted Answer

A)  They increase the readability of printed text. 
B)  They enhance the readability of online text. 
C)  They do not have small lines at the end of each letter. 
D)  They have a modern look. 
A)  They increase the readability of printed text. 
B)  They enhance the readability of online text. 
C)  They do not have small lines at the end of each letter. 
D)  They have a modern look.

Question 9

How can you write effective negative messages that focus on the positives?

Accepted Answer

Effective negative messages focus on the

Question 10

Formal business letters do not need to include a date.

Accepted Answer

A) True 
 B)False

Question 11

Block formats letters convey a sense of casualness.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following applies to effective apology letters?

Accepted Answer

A)  Do not provide details about why or how the problem happened. 
B)  Avoid explicit apologies. 
C)  Do not acknowledge the dissatisfaction of stakeholders. 
D)  Demonstrate effort to correct the problem and express desire to continue the relationship. 
A)  Do not provide details about why or how the problem happened. 
B)  Avoid explicit apologies. 
C)  Do not acknowledge the dissatisfaction of stakeholders. 
D)  Demonstrate effort to correct the problem and express desire to continue the relationship.

Question 13

Which of the following is not a necessary feature of a personal letterhead?

Accepted Answer

A)  Company logo 
B)  Name 
C)  Complete address 
D)  Telephone number 
A)  Company logo 
B)  Name 
C)  Complete address 
D)  Telephone number

Question 14

You are applying for a job and writing a cover letter to Matthew Smith, the hiring manager. Which of the following greetings would be most effective in conveying your professionalism?

Accepted Answer

A)  To whom it may concern 
B)  Dear Matthew, 
C)  Dear Mr. Smith: 
D)  Dear Sir, 
A)  To whom it may concern 
B)  Dear Matthew, 
C)  Dear Mr. Smith: 
D)  Dear Sir,

Question 15

Business letters are mostly used for which of the following?

Accepted Answer

A)  All internal business communications 
B)  External business communications 
C)  Communications among internal cross functional teams 
D)  Internal business progress reports 
A)  All internal business communications 
B)  External business communications 
C)  Communications among internal cross functional teams 
D)  Internal business progress reports

Question 16

When writing a letter, using a colon after the greeting conveys formality and seriousness.

Accepted Answer

A) True 
 B)False

Question 17

In block letter formats, all letter elements are aligned on the left.

Accepted Answer

A) True 
 B)False

Question 18

What are Canada Post's guidelines for a recipient address?

Accepted Answer

According to Canada Post recipient guide

Question 19

Effective negative messages sugarcoat the bad news.

Accepted Answer

A) True 
 B)False

Question 20

Maple Leaf's CEO should have never apologized for the Listeriosis outbreak that was linked to cold cuts from a Maple Leaf plant in Toronto in 2008; the company's apology just confirmed its guilt.

Accepted Answer

A) True 
 B)False

In business relationships requiring a formal approach, which of the following communication channels is most effective?

Effective apology letters provide excuses for the offense.

What are three purposes for a negative message?

What should the opening paragraph of an effective apology letter do?

Which of the following is the most professional business apology?

In your business communication class, your instructor asks you to write a thank you letter to a local business that has collaborated with you on your class project. Your instructor reminds you to include a letterhead. What is a letterhead? What are its elements?

Which of the following best describes the purpose of an effective negative message?

Which of the following does not apply to sans serif fonts?

How can you write effective negative messages that focus on the positives?

Formal business letters do not need to include a date.

Block formats letters convey a sense of casualness.

Which of the following applies to effective apology letters?

Which of the following is not a necessary feature of a personal letterhead?

You are applying for a job and writing a cover letter to Matthew Smith, the hiring manager. Which of the following greetings would be most effective in conveying your professionalism?

Business letters are mostly used for which of the following?

When writing a letter, using a colon after the greeting conveys formality and seriousness.

In block letter formats, all letter elements are aligned on the left.

What are Canada Post's guidelines for a recipient address?

Effective negative messages sugarcoat the bad news.

Maple Leaf's CEO should have never apologized for the Listeriosis outbreak that was linked to cold cuts from a Maple Leaf plant in Toronto in 2008; the company's apology just confirmed its guilt.

The Career Portfolio: The Résumé, Cover Letter, and Elevator Pitch

Networking, Job Interviews, and Follow-Up

Routine and Informational Messages

Analysis and Argumentation

Persuasive Techniques for Writing Short Reports-Informative, Progress, and Status Reports

Persuasive Techniques for Writing Long Reports

Persuasive Techniques for Short and Long Presentations

Managing Individual and Corporate Identities on Social Media, Web 2.X, and Beyond

Filters

Exam 5: Maintaining External Business Relationships in Letters

In business relationships requiring a formal approach, which of the following communication channels is most effective?

Effective apology letters provide excuses for the offense.

What are three purposes for a negative message?

What should the opening paragraph of an effective apology letter do?

Which of the following is the most professional business apology?

In your business communication class, your instructor asks you to write a thank you letter to a local business that has collaborated with you on your class project. Your instructor reminds you to include a letterhead. What is a letterhead? What are its elements?

Which of the following best describes the purpose of an effective negative message?

Which of the following does not apply to sans serif fonts?

How can you write effective negative messages that focus on the positives?

Formal business letters do not need to include a date.

Block formats letters convey a sense of casualness.

Which of the following applies to effective apology letters?

Which of the following is not a necessary feature of a personal letterhead?

You are applying for a job and writing a cover letter to Matthew Smith, the hiring manager. Which of the following greetings would be most effective in conveying your professionalism?

Business letters are mostly used for which of the following?

When writing a letter, using a colon after the greeting conveys formality and seriousness.

In block letter formats, all letter elements are aligned on the left.

What are Canada Post's guidelines for a recipient address?

Effective negative messages sugarcoat the bad news.

Maple Leaf's CEO should have never apologized for the Listeriosis outbreak that was linked to cold cuts from a Maple Leaf plant in Toronto in 2008; the company's apology just confirmed its guilt.

The Career Portfolio: The Résumé, Cover Letter, and Elevator Pitch

Networking, Job Interviews, and Follow-Up

Routine and Informational Messages

Analysis and Argumentation

Persuasive Techniques for Writing Short Reports-Informative, Progress, and Status Reports

Persuasive Techniques for Writing Long Reports

Persuasive Techniques for Short and Long Presentations

Managing Individual and Corporate Identities on Social Media, Web 2.X, and Beyond

Filters