Question 1

Which of the following statements is NOT true?

Accepted Answer

A) An announcement email rarely requires a response. 
B) An announcement email is usually a one-way, informational communication. 
C) An announcement email should be organized so it is easy to skim. 
D) An announcement email will go to a broad audience. 
E) An announcement email will go to just one or two people. 
A) An announcement email rarely requires a response. 
B) An announcement email is usually a one-way, informational communication. 
C) An announcement email should be organized so it is easy to skim. 
D) An announcement email will go to a broad audience. 
E) An announcement email will go to just one or two people. E

Question 2

Using the blind carbon copy feature of email is always unethical.

Accepted Answer

A) True 
 B)False  False

Question 3

Social media networks such as Twitter ________.

Accepted Answer

A) make it impossible for businesses to react to customer suggestions and complaints 
B) have reduced the number of customer complaints made against businesses 
C) forbid businesses from sending out self-promotional tweets 
D) offer businesses expanded opportunities to receive and quickly respond to customer feedback 
E) do not allow businesses to see the tweets that private individuals write about them 
A) make it impossible for businesses to react to customer suggestions and complaints 
B) have reduced the number of customer complaints made against businesses 
C) forbid businesses from sending out self-promotional tweets 
D) offer businesses expanded opportunities to receive and quickly respond to customer feedback 
E) do not allow businesses to see the tweets that private individuals write about them D

Question 4

"If I get this information from you today, I will be able to finish my report by Friday and not have to work over the weekend."
Consider the statement above. Which of the following choices best revises this statement to reflect a "you" perspective?

Accepted Answer

A) If you give me this information today, I will be able to finish my report by Friday and not have to work over the weekend. 
B) You need to give me this information today so that I won't have to work over the weekend to have my report ready for you by Monday. 
C) Please give me this information today so that I can finish my report by Friday and be able to start the week with a clean slate. 
D) Will you please give me this information today, so that my report will be ready for you to use at your Monday meeting? 
E) I'd appreciate it if you would give me this information so that my report will be complete. 
A) If you give me this information today, I will be able to finish my report by Friday and not have to work over the weekend. 
B) You need to give me this information today so that I won't have to work over the weekend to have my report ready for you by Monday. 
C) Please give me this information today so that I can finish my report by Friday and be able to start the week with a clean slate. 
D) Will you please give me this information today, so that my report will be ready for you to use at your Monday meeting? 
E) I'd appreciate it if you would give me this information so that my report will be complete.

Question 5

Which of the following statements is NOT true?

Accepted Answer

A) A confirmation is unnecessary if you make an oral agreement. 
B) A confirmation is a message acknowledging that you have received information. 
C) A confirmation is a message checking that you have understood information correctly. 
D) A confirmation in writing is a good idea if you made an agreement over the phone. 
E) A confirmation is a good way to get a spoken arrangement down in writing. 
A) A confirmation is unnecessary if you make an oral agreement. 
B) A confirmation is a message acknowledging that you have received information. 
C) A confirmation is a message checking that you have understood information correctly. 
D) A confirmation in writing is a good idea if you made an agreement over the phone. 
E) A confirmation is a good way to get a spoken arrangement down in writing.

Question 6

Most claim requests require substantial explanation.

Accepted Answer

A) True 
 B)False

Question 7

Lori had a job interview with a recruiter from an Asian company. When she writes her thank-you letter to the interviewer, she needs ________.

Accepted Answer

A) to only be polite; this is enough to transcend all cultures 
B) to make her letter less formal than she would if she were writing for a Canadian reader 
C) to keep her letter short and to the point, which is appropriate in a low-context culture 
D) to make it personalized and quirky so that she will stand out 
E) to make it appropriate for a culture with high power distance 
A) to only be polite; this is enough to transcend all cultures 
B) to make her letter less formal than she would if she were writing for a Canadian reader 
C) to keep her letter short and to the point, which is appropriate in a low-context culture 
D) to make it personalized and quirky so that she will stand out 
E) to make it appropriate for a culture with high power distance

Question 8

Which of the following is NOT true?

Accepted Answer

A) FYI messages make the recipient feel good at the expense of the writer. 
B) FYI messages can be the start of a dialogue that leads to business benefits. 
C) FYI messages give personal satisfaction to the writer. 
D) FYI messages can play a part in networking. 
E) FYI messages communicate something you believe your audience will appreciate. 
A) FYI messages make the recipient feel good at the expense of the writer. 
B) FYI messages can be the start of a dialogue that leads to business benefits. 
C) FYI messages give personal satisfaction to the writer. 
D) FYI messages can play a part in networking. 
E) FYI messages communicate something you believe your audience will appreciate.

Question 9

Audience benefits are not as important in routine requests as they are in persuasive requests.

Accepted Answer

A) True 
 B)False

Question 10

Greg doesn't have a close personal relationship with Kendall, so it would have been inappropriate for him to send her a sympathy message when her mother died.

Accepted Answer

A) True 
 B)False

Question 11

Consider the request below:

Our department is short-staffed right now, as a number of employees were selected to participate in the current training program. This has coincided with a flood of paperwork that we must complete by the end of the week to fulfill the new compliance requirements. Without some divine intervention, our team won't be able to make this month's regularly scheduled meeting.

-All of the following would likely require little explanation of the reason for the request EXCEPT ________.

Accepted Answer

A) asking a retailer to exchange the sweater that you purchased for another sweater of the same style but a larger size 
B) asking an online vendor for a refund on a defective piece of equipment 
C) asking a colleague to give you information about a subject unrelated to your field that you have never discussed together 
D) asking the manufacturer to accept a return of software that is incompatible with your computer 
E) asking a company for a refund on the tickets you bought for a seminar that was cancelled 
A) asking a retailer to exchange the sweater that you purchased for another sweater of the same style but a larger size 
B) asking an online vendor for a refund on a defective piece of equipment 
C) asking a colleague to give you information about a subject unrelated to your field that you have never discussed together 
D) asking the manufacturer to accept a return of software that is incompatible with your computer 
E) asking a company for a refund on the tickets you bought for a seminar that was cancelled

Question 12

"You made mistakes in these documents that you must correct by the end of day."
The statement above uses "you" in a negative way. Which of the following best revises this statement?

Accepted Answer

A) I'd appreciate it if you'd fix the mistakes that you made in these documents by the end of day. 
B) Please correct the mistakes in these documents by the end of the day. 
C) The mistakes in these documents, you must correct them by the end of day. 
D) Revise these documents by the end of day, and please, no mistakes this time. 
E) Please don't make any mistakes in the documents this time. 
A) I'd appreciate it if you'd fix the mistakes that you made in these documents by the end of day. 
B) Please correct the mistakes in these documents by the end of the day. 
C) The mistakes in these documents, you must correct them by the end of day. 
D) Revise these documents by the end of day, and please, no mistakes this time. 
E) Please don't make any mistakes in the documents this time.

Question 13

Which of the following statements uses the "you" perspective?

Accepted Answer

A) Please get me the data so I can start working on the forecasts. 
B) I need you to give me the information that I asked you for. 
C) If you get me that data by noon, you will get the results you need by the end of day. 
D) You should call me back very soon since I'm leaving the office early today. 
E) If you do me this favour I will be able to get my project completed ahead of schedule. 
A) Please get me the data so I can start working on the forecasts. 
B) I need you to give me the information that I asked you for. 
C) If you get me that data by noon, you will get the results you need by the end of day. 
D) You should call me back very soon since I'm leaving the office early today. 
E) If you do me this favour I will be able to get my project completed ahead of schedule.

Question 14

Consider the request below:

Our department is short-staffed right now, as a number of employees were selected to participate in the current training program. This has coincided with a flood of paperwork that we must complete by the end of the week to fulfill the new compliance requirements. Without some divine intervention, our team won't be able to make this month's regularly scheduled meeting.

-What is the biggest problem with this message?

Accepted Answer

A) It leads with details instead of the request. 
B) It inappropriately uses indirect organization. 
C) It fails to include its main idea at the beginning of the message. 
D) It implies its request, leaving its message too ambiguous. 
E) It is delivering bad news without the proper build-up. 
A) It leads with details instead of the request. 
B) It inappropriately uses indirect organization. 
C) It fails to include its main idea at the beginning of the message. 
D) It implies its request, leaving its message too ambiguous. 
E) It is delivering bad news without the proper build-up.

Question 15

Which of the following statements about audience benefits is NOT true?

Accepted Answer

A) They are more important in persuasive requests than in routine requests. 
B) They are especially important when your audience may be resistant to your request. 
C) They can promote goodwill in all your messages. 
D) They emphasize the positive outcomes for you if your audience complies with your request. 
E) They help the audience feel more positive about taking the time to fulfill your request. 
A) They are more important in persuasive requests than in routine requests. 
B) They are especially important when your audience may be resistant to your request. 
C) They can promote goodwill in all your messages. 
D) They emphasize the positive outcomes for you if your audience complies with your request. 
E) They help the audience feel more positive about taking the time to fulfill your request.

Question 16

When responding to multiple questions, which of the following is NOT true?

Accepted Answer

A) Most answers to questions benefit from a direct organization. 
B) You should list answers to questions in order of importance, not in the order in the original message. 
C) You should build goodwill by opening the message with a positive response. 
D) It is best to reply to questions with a direct answer. 
E) You should end your message with a friendly closing and contact information, if applicable. 
A) Most answers to questions benefit from a direct organization. 
B) You should list answers to questions in order of importance, not in the order in the original message. 
C) You should build goodwill by opening the message with a positive response. 
D) It is best to reply to questions with a direct answer. 
E) You should end your message with a friendly closing and contact information, if applicable.

Question 17

A(n)________ is a message acknowledging that you have received information or checking that you have understood information correctly.

Accepted Answer

A) announcement 
B) confirmation 
C) goodwill message 
D) condolence 
E) claim 
A) announcement 
B) confirmation 
C) goodwill message 
D) condolence 
E) claim

Question 18

Which of the following is NOT true of thank-you messages?

Accepted Answer

A) express appreciation 
B) make your audience feel good about something they have done for you 
C) offer you the opportunity to display your professionalism 
D) should always be handwritten 
E) may be conveyed over the phone 
A) express appreciation 
B) make your audience feel good about something they have done for you 
C) offer you the opportunity to display your professionalism 
D) should always be handwritten 
E) may be conveyed over the phone

Question 19

Which of the following is NOT a good guideline for instant messaging (IM)standards?

Accepted Answer

A) Use a professional-sounding IM username. 
B) Focus on business. 
C) Assume that your messages are secure. 
D) Keep messages simple. 
E) Save important messages. 
A) Use a professional-sounding IM username. 
B) Focus on business. 
C) Assume that your messages are secure. 
D) Keep messages simple. 
E) Save important messages.

Question 20

Which of the following is NOT a routine announcement?

Accepted Answer

A) alerting customers about a sale 
B) informing your employees about a promotion within your department 
C) notifying the public about job opportunities in your company 
D) sharing new terms of service with your customers 
E) acknowledging that you received the files that your client sent 
A) alerting customers about a sale 
B) informing your employees about a promotion within your department 
C) notifying the public about job opportunities in your company 
D) sharing new terms of service with your customers 
E) acknowledging that you received the files that your client sent

Which of the following statements is NOT true?

Using the blind carbon copy feature of email is always unethical.

Social media networks such as Twitter ________.

"If I get this information from you today, I will be able to finish my report by Friday and not have to work over the weekend." Consider the statement above. Which of the following choices best revises this statement to reflect a "you" perspective?

Which of the following statements is NOT true?

Most claim requests require substantial explanation.

Lori had a job interview with a recruiter from an Asian company. When she writes her thank-you letter to the interviewer, she needs ________.

Which of the following is NOT true?

Audience benefits are not as important in routine requests as they are in persuasive requests.

Greg doesn't have a close personal relationship with Kendall, so it would have been inappropriate for him to send her a sympathy message when her mother died.

"You made mistakes in these documents that you must correct by the end of day." The statement above uses "you" in a negative way. Which of the following best revises this statement?

Which of the following statements uses the "you" perspective?

Which of the following statements about audience benefits is NOT true?

When responding to multiple questions, which of the following is NOT true?

A(n)________ is a message acknowledging that you have received information or checking that you have understood information correctly.

Which of the following is NOT true of thank-you messages?

Which of the following is NOT a good guideline for instant messaging (IM)standards?

Which of the following is NOT a routine announcement?

Becoming a Successful Business Communicator

Managing the Communication Process: Analyzing, Composing, Evaluating

Who Am I Understanding Interpersonal Communication Styles

Who Are You Understanding Intercultural Communication and Workplace Diversity

What Are the Tools and What Are the Rules Communication Technologies in the Workplace

How Can We Be Better, Together Collaboration and Productivity

Communicating Persuasive Messages

Communicating Bad-News Messages

Finding and Evaluating Business Information

Preparing Effective Business Reports and Persuasive Business Proposals

Preparing and Delivering Business Presentations

Filters

Exam 7: Communicating Routine Messages and Building Goodwill

Which of the following statements is NOT true?

Using the blind carbon copy feature of email is always unethical.

Social media networks such as Twitter ________.

"If I get this information from you today, I will be able to finish my report by Friday and not have to work over the weekend." Consider the statement above. Which of the following choices best revises this statement to reflect a "you" perspective?

Which of the following statements is NOT true?

Most claim requests require substantial explanation.

Lori had a job interview with a recruiter from an Asian company. When she writes her thank-you letter to the interviewer, she needs ________.

Which of the following is NOT true?

Audience benefits are not as important in routine requests as they are in persuasive requests.

Greg doesn't have a close personal relationship with Kendall, so it would have been inappropriate for him to send her a sympathy message when her mother died.

"You made mistakes in these documents that you must correct by the end of day." The statement above uses "you" in a negative way. Which of the following best revises this statement?

Which of the following statements uses the "you" perspective?

Which of the following statements about audience benefits is NOT true?

When responding to multiple questions, which of the following is NOT true?

A(n)________ is a message acknowledging that you have received information or checking that you have understood information correctly.

Which of the following is NOT true of thank-you messages?

Which of the following is NOT a good guideline for instant messaging (IM)standards?

Which of the following is NOT a routine announcement?

Becoming a Successful Business Communicator

Managing the Communication Process: Analyzing, Composing, Evaluating

Who Am I Understanding Interpersonal Communication Styles

Who Are You Understanding Intercultural Communication and Workplace Diversity

What Are the Tools and What Are the Rules Communication Technologies in the Workplace

How Can We Be Better, Together Collaboration and Productivity

Communicating Persuasive Messages

Communicating Bad-News Messages

Finding and Evaluating Business Information

Preparing Effective Business Reports and Persuasive Business Proposals

Preparing and Delivering Business Presentations

Filters