Question 1

A brief overview at the start of your instructional message ________.

Accepted Answer

A) will divert readers' focus from the directions that are the point of the message 
B) is unnecessary in most cases and will confuse readers 
C) will help your audience understand when and why they need to use the instructions 
D) will waste readers' time and distract from the instructional aspect of the message 
E) will give readers all the information they need and allow them to skip to the end of the message 
A) will divert readers' focus from the directions that are the point of the message 
B) is unnecessary in most cases and will confuse readers 
C) will help your audience understand when and why they need to use the instructions 
D) will waste readers' time and distract from the instructional aspect of the message 
E) will give readers all the information they need and allow them to skip to the end of the message

Question 2

You received a battery charger that doesn't work with your phone. Discuss how you should write to request an exchange.

Accepted Answer

Since this is a routine claim request, l

Question 3

While riding down in the elevator with your boss at the end of the day, you mention an idea that catches her interest. She suggests meeting the next afternoon to discuss it further. In terms of this meeting, ________.

Accepted Answer

A) you should email your boss that night, confirming your appointment for tomorrow 
B) you should try to find your boss at the office in the morning to remind her about your meeting 
C) you should assume that your boss will put the meeting in her calendar, so no further action on your part is necessary 
D) you should wait for your boss to email you confirming the meeting 
E) you should write a letter to your boss confirming the meeting 
A) you should email your boss that night, confirming your appointment for tomorrow 
B) you should try to find your boss at the office in the morning to remind her about your meeting 
C) you should assume that your boss will put the meeting in her calendar, so no further action on your part is necessary 
D) you should wait for your boss to email you confirming the meeting 
E) you should write a letter to your boss confirming the meeting

Question 4

To make it easy for the audience to follow the instructions, ________.

Accepted Answer

A) jump right into the directions at the start of your messag 
B) if the sequence or order of steps is important, use bullets instead of numbers 
C) include only one action per step of instructions 
D) if an instruction is conditional, identify the condition after the action verb 
E) if a step requires explanation, place the explanation before the action 
A) jump right into the directions at the start of your messag 
B) if the sequence or order of steps is important, use bullets instead of numbers 
C) include only one action per step of instructions 
D) if an instruction is conditional, identify the condition after the action verb 
E) if a step requires explanation, place the explanation before the action

Question 5

The main challenge in writing a good thank-you note is ________.

Accepted Answer

A) including specific details about the act for which you are expressing gratitude 
B) writing legibly so that your reader can understand the content of your message 
C) coming up with a message generic enough that it could be used for anyone by just changing names 
D) making an apology sound sincere when you are just going through the motions 
E) keeping the details to a minimum so that your message isn't too lengthy 
A) including specific details about the act for which you are expressing gratitude 
B) writing legibly so that your reader can understand the content of your message 
C) coming up with a message generic enough that it could be used for anyone by just changing names 
D) making an apology sound sincere when you are just going through the motions 
E) keeping the details to a minimum so that your message isn't too lengthy

Question 6

In some businesses, instant messaging (IM)has become a formal communication channel with specialized corporate IM platforms installed and regulated by the IT department and available only to employees of that company.

Accepted Answer

A) True 
 B)False

Question 7

A goodwill message allows you to establish and maintain a positive relationship with your audience.

Accepted Answer

A) True 
 B)False

Question 8

Delphine is newly graduated from university and begins working at a company where instant messaging (IM)is a major form of communication. She is very familiar with instant messaging as a means of social communication, so she feels that she will be proficient in this aspect of the job without any training or guidelines. Delphine is also pleased that she will be able to joke and exchange personal messages with her new coworkers, while appearing to be hard at work. She signs on with her current username, DidiOfftheHook, and sends an IM to the funny guy she met at orientation yesterday. What advice would you offer Delphine regarding IM use in a business context?

Accepted Answer

Delphine should know that in a business

Question 9

Why is goodwill important in business?

Accepted Answer

Goodwill is a term used to describe the

Question 10

Sympathy messages ________.

Accepted Answer

A) must only be sent to people with whom you have a close relationship 
B) should never be sent in greeting cards 
C) should not be sent until an appropriate amount of time has passed after you hear about the situation 
D) are more meaningful when handwritten 
E) will not be appreciated by business acquaintances 
A) must only be sent to people with whom you have a close relationship 
B) should never be sent in greeting cards 
C) should not be sent until an appropriate amount of time has passed after you hear about the situation 
D) are more meaningful when handwritten 
E) will not be appreciated by business acquaintances

Question 11

Carol sent a short and to-the-point thank-you note to her boss, which is an appropriate approach in a low-context culture.

Accepted Answer

A) True 
 B)False

Question 12

When someone asks you a question in a face-to-face or phone conversation, ________.

Accepted Answer

A) organize your message just as you would a written response 
B) always begin with a direct answer 
C) never admit that you don't have the answer immediately available 
D) if your response is likely to disappoint, use the direct organization plan 
E) if your response is not controversial, begin with details and lead up to the answer 
A) organize your message just as you would a written response 
B) always begin with a direct answer 
C) never admit that you don't have the answer immediately available 
D) if your response is likely to disappoint, use the direct organization plan 
E) if your response is not controversial, begin with details and lead up to the answer

Question 13

When you arrive at work on Monday, you hear that a coworker's father died over the weekend. You are not good friends with this coworker, but are sorry for his loss. You never know what to say in situations like this, so you decide to go to the stationary store to buy a sympathy card. You should ________.

Accepted Answer

A) write a few lines on the card to express your compassion and understanding 
B) never use a premade card in a situation like this, as it is crass and tactless 
C) wait at least three days before sending the card, as sending it too soon is inconsiderate 
D) type the greeting and closing in the card, as this shows more compassion and concern than doing so by hand 
E) not send condolences since you don't have a close personal relationship with this coworker 
A) write a few lines on the card to express your compassion and understanding 
B) never use a premade card in a situation like this, as it is crass and tactless 
C) wait at least three days before sending the card, as sending it too soon is inconsiderate 
D) type the greeting and closing in the card, as this shows more compassion and concern than doing so by hand 
E) not send condolences since you don't have a close personal relationship with this coworker

Question 14

A customer has reported a problem to your company. Which of the following statements is NOT true?

Accepted Answer

A) You should explain the reason behind the problem. 
B) You should tell the customer how you will prevent this problem from reoccurring. 
C) A good explanation of the problem can win consumer confidence. 
D) An explanation that sounds like an excuse will result in a negative reaction. 
E) It is necessary to apologize to the customer for the problem. 
A) You should explain the reason behind the problem. 
B) You should tell the customer how you will prevent this problem from reoccurring. 
C) A good explanation of the problem can win consumer confidence. 
D) An explanation that sounds like an excuse will result in a negative reaction. 
E) It is necessary to apologize to the customer for the problem.

Question 15

Messages that convey information can be considered routine if the information will not surprise, disappoint, or anger the audience.

Accepted Answer

A) True 
 B)False

Question 16

An internal benefit is one that your audience directly receives from complying with your request.

Accepted Answer

A) True 
 B)False

Question 17

When writing routine requests you should not adopt a "you" perspective.

Accepted Answer

A) True 
 B)False

Question 18

________ build goodwill by recognizing someone else's achievements or important events.

Accepted Answer

A) Thank-you messages 
B) Congratulatory messages 
C) Condolences 
D) "For-your-information" messages 
E) Informational messages 
A) Thank-you messages 
B) Congratulatory messages 
C) Condolences 
D) "For-your-information" messages 
E) Informational messages

A brief overview at the start of your instructional message ________.

You received a battery charger that doesn't work with your phone. Discuss how you should write to request an exchange.

While riding down in the elevator with your boss at the end of the day, you mention an idea that catches her interest. She suggests meeting the next afternoon to discuss it further. In terms of this meeting, ________.

To make it easy for the audience to follow the instructions, ________.

The main challenge in writing a good thank-you note is ________.

In some businesses, instant messaging (IM)has become a formal communication channel with specialized corporate IM platforms installed and regulated by the IT department and available only to employees of that company.

A goodwill message allows you to establish and maintain a positive relationship with your audience.

Why is goodwill important in business?

Sympathy messages ________.

Carol sent a short and to-the-point thank-you note to her boss, which is an appropriate approach in a low-context culture.

When someone asks you a question in a face-to-face or phone conversation, ________.

A customer has reported a problem to your company. Which of the following statements is NOT true?

Messages that convey information can be considered routine if the information will not surprise, disappoint, or anger the audience.

An internal benefit is one that your audience directly receives from complying with your request.

When writing routine requests you should not adopt a "you" perspective.

________ build goodwill by recognizing someone else's achievements or important events.

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

A brief overview at the start of your instructional message ________.

You received a battery charger that doesn't work with your phone. Discuss how you should write to request an exchange.

While riding down in the elevator with your boss at the end of the day, you mention an idea that catches her interest. She suggests meeting the next afternoon to discuss it further. In terms of this meeting, ________.

To make it easy for the audience to follow the instructions, ________.

The main challenge in writing a good thank-you note is ________.

In some businesses, instant messaging (IM)has become a formal communication channel with specialized corporate IM platforms installed and regulated by the IT department and available only to employees of that company.

A goodwill message allows you to establish and maintain a positive relationship with your audience.

Why is goodwill important in business?

Sympathy messages ________.

Carol sent a short and to-the-point thank-you note to her boss, which is an appropriate approach in a low-context culture.

When someone asks you a question in a face-to-face or phone conversation, ________.

A customer has reported a problem to your company. Which of the following statements is NOT true?

Messages that convey information can be considered routine if the information will not surprise, disappoint, or anger the audience.

An internal benefit is one that your audience directly receives from complying with your request.

When writing routine requests you should not adopt a "you" perspective.

________ build goodwill by recognizing someone else's achievements or important events.

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