Question 1

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

Accepted Answer

A)  jump right into the directions at the start of your message 
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 at the end of each step 
E)  if a step requires explanation, place the explanation before the action 
A)  jump right into the directions at the start of your message 
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 at the end of each step 
E)  if a step requires explanation, place the explanation before the action

Question 2

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 3

Which of the following is most likely to be used by a company for making announcement to its employees?

Accepted Answer

A)  company website 
B)  television 
C)  radio 
D)  newspaper 
E)  social networking site 
A)  company website 
B)  television 
C)  radio 
D)  newspaper 
E)  social networking site

Question 4

Your boss calls you on the phone and asks if he can have the report you're working on two days prior to the deadline. You were not expecting this question and you don't have a definitive answer on the spot. Which of the following would be your best reply?

Accepted Answer

A)  Let me get back to you on that. 
B)  Sure, no problem. I can probably find some way to make it work. 
C)  How am I supposed to finish my report on such short notice? 
D)  I'll check my schedule to see if its doable and will call you back within half an hour. 
E)  I wasn't expecting this, so it's really an impossible question to answer right now. 
A)  Let me get back to you on that. 
B)  Sure, no problem. I can probably find some way to make it work. 
C)  How am I supposed to finish my report on such short notice? 
D)  I'll check my schedule to see if its doable and will call you back within half an hour. 
E)  I wasn't expecting this, so it's really an impossible question to answer right now.

Question 5

Persuading your boss to implement a new flex-time schedule in your office is an example of a routine business message.

Accepted Answer

A) True 
 B)False

Question 6

Wikipedia is a website which allows several people to work with each other to develop content and knowledge. This is an example of a(n) ________.

Accepted Answer

A)  social bookmarking site 
B)  blog 
C)  online message board 
D)  crowdsourcing site 
E)  microblog 
A)  social bookmarking site 
B)  blog 
C)  online message board 
D)  crowdsourcing site 
E)  microblog

Question 7

Social media networks give businesses more opportunities to receive customer suggestions and complaints, and respond to them quickly to satisfy customers and maintain goodwill.

Accepted Answer

A) True 
 B)False

Question 8

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

Question 9

Which of the following is most likely to be true of crowdsourcing websites?

Accepted Answer

A)  These sites are used to share videos and photos. 
B)  These sites are used by organizations to transmit confidential information to their employees. 
C)  These sites allow people to work collaboratively to develop content and services. 
D)  These sites rate and discuss products and services. 
E)  These sites allow employees to connect with their organization. 
A)  These sites are used to share videos and photos. 
B)  These sites are used by organizations to transmit confidential information to their employees. 
C)  These sites allow people to work collaboratively to develop content and services. 
D)  These sites rate and discuss products and services. 
E)  These sites allow employees to connect with their organization.

Question 10

An external benefit is an advantage that your audience directly receives from complying with your request.

Accepted Answer

A) True 
 B)False

Question 11

Using the blind carbon copy (bcc) feature of email ________.

Accepted Answer

A)  discloses to the recipient that you are sending a copy of the email to someone else 
B)  enables centralized tracking of information 
C)  is ethical if you are intending to deceive the "to" recipient about who is receiving the email 
D)  tends to lengthen the recipient list 
E)  diverts recipients' attention from the message content with an overly long header 
A)  discloses to the recipient that you are sending a copy of the email to someone else 
B)  enables centralized tracking of information 
C)  is ethical if you are intending to deceive the "to" recipient about who is receiving the email 
D)  tends to lengthen the recipient list 
E)  diverts recipients' attention from the message content with an overly long header

Question 12

Which of the following is an example of a routine business request?

Accepted Answer

A)  requesting your manager to grant you the leave which he had cancelled earlier 
B)  explaining a travel expense to the accounting department 
C)  persuading a client to postpone a project so that your company can take the job 
D)  requesting your team lead to extend the project deadline 
E)  persuading your team lead to let you work in a flexible schedule 
A)  requesting your manager to grant you the leave which he had cancelled earlier 
B)  explaining a travel expense to the accounting department 
C)  persuading a client to postpone a project so that your company can take the job 
D)  requesting your team lead to extend the project deadline 
E)  persuading your team lead to let you work in a flexible schedule

Question 13

Businesses are increasingly using instant messaging for informal communication, but it is still not acceptable for formal communication.

Accepted Answer

A) True 
 B)False

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

Before you can roll out the new database system you have designed, you need employees in departments across the company to volunteer to test it. You are drafting an email that will be sent to all employees to persuade them to help you with this testing.
-Discuss what kinds of informational messages are NOT considered routine and why.

Accepted Answer

Routine messages are non-sensitive, stra

Question 16

Before you can roll out the new database system you have designed, you need employees in departments across the company to volunteer to test it. You are drafting an email that will be sent to all employees to persuade them to help you with this testing.
-Delphine is newly graduated from college 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 17

Consider the message 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. So without some divine intervention, our team won't be able to make it to 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 lacks clarity regarding the purpose of the message. 
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 lacks clarity regarding the purpose of the message. 
E)  It is delivering bad news without the proper build-up.

Question 18

________ are messages that publicly notify an audience of information they need or want to know.

Accepted Answer

A)  Announcements 
B)  Confirmations 
C)  Goodwill messages 
D)  Condolences 
E)  Claims 
A)  Announcements 
B)  Confirmations 
C)  Goodwill messages 
D)  Condolences 
E)  Claims

Question 19

You work for Say Cheese!, an online digital photo developing service, that also sells specialty photo products. You receive an email from a customer who entered a coupon code when placing her recent order, but didn't receive the 15% discount it promised. In researching the claim, you find that the coupon was for orders with merchandise worth $50 or more. The customer's merchandise was worth only $47. But since she is a customer who has ordered from Say Cheese! before, you decide to grant her claim to receive the 15% discount on her order.
-Which of the following is a correct guideline while writing a reply to a request for information email?

Accepted Answer

A)  The email should not build goodwill. 
B)  All the requested information must be provided in attached files and not in the email body. 
C)  The provided information must be numbered to mirror the original email. 
D)  The information paragraphs must not directly start with the answers to the questions. 
E)  The opening statement must include contact information and offer for assistance. 
A)  The email should not build goodwill. 
B)  All the requested information must be provided in attached files and not in the email body. 
C)  The provided information must be numbered to mirror the original email. 
D)  The information paragraphs must not directly start with the answers to the questions. 
E)  The opening statement must include contact information and offer for assistance.

Question 20

Thank-you messages ________.

Accepted Answer

A)  do not express appreciation 
B)  hamper the goodwill of a business 
C)  are not professional 
D)  need not always be handwritten 
E)  should not be conveyed over the phone 
A)  do not express appreciation 
B)  hamper the goodwill of a business 
C)  are not professional 
D)  need not always be handwritten 
E)  should not be conveyed over the phone

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

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

Which of the following is most likely to be used by a company for making announcement to its employees?

Your boss calls you on the phone and asks if he can have the report you're working on two days prior to the deadline. You were not expecting this question and you don't have a definitive answer on the spot. Which of the following would be your best reply?

Persuading your boss to implement a new flex-time schedule in your office is an example of a routine business message.

Wikipedia is a website which allows several people to work with each other to develop content and knowledge. This is an example of a(n) ________.

Social media networks give businesses more opportunities to receive customer suggestions and complaints, and respond to them quickly to satisfy customers and maintain goodwill.

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

Which of the following is most likely to be true of crowdsourcing websites?

An external benefit is an advantage that your audience directly receives from complying with your request.

Using the blind carbon copy (bcc) feature of email ________.

Which of the following is an example of a routine business request?

Businesses are increasingly using instant messaging for informal communication, but it is still not acceptable for formal communication.

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

________ are messages that publicly notify an audience of information they need or want to know.

Thank-you messages ________.

Becoming a Successful Business Communicator

Working With Others: Interpersonal, Intercultural, and Team Communication

Managing the Communication Process

Communicating Persuasive Messages

Communicating Bad News

Finding and Evaluating Business Information

Preparing Persuasive Business Proposals

Preparing Business Reports

Preparing and Delivering Business Presentations

Communicating Your Professional Brand: Social Media, Résumés,

Getting the Job Interviewing and Following up

Filters

Exam 4: Communicating Routine Messages and Building Goodwill

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

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

Which of the following is most likely to be used by a company for making announcement to its employees?

Your boss calls you on the phone and asks if he can have the report you're working on two days prior to the deadline. You were not expecting this question and you don't have a definitive answer on the spot. Which of the following would be your best reply?

Persuading your boss to implement a new flex-time schedule in your office is an example of a routine business message.

Wikipedia is a website which allows several people to work with each other to develop content and knowledge. This is an example of a(n) ________.

Social media networks give businesses more opportunities to receive customer suggestions and complaints, and respond to them quickly to satisfy customers and maintain goodwill.

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

Which of the following is most likely to be true of crowdsourcing websites?

An external benefit is an advantage that your audience directly receives from complying with your request.

Using the blind carbon copy (bcc) feature of email ________.

Which of the following is an example of a routine business request?

Businesses are increasingly using instant messaging for informal communication, but it is still not acceptable for formal communication.

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

________ are messages that publicly notify an audience of information they need or want to know.

Thank-you messages ________.

Becoming a Successful Business Communicator

Working With Others: Interpersonal, Intercultural, and Team Communication

Managing the Communication Process

Communicating Persuasive Messages

Communicating Bad News

Finding and Evaluating Business Information

Preparing Persuasive Business Proposals

Preparing Business Reports

Preparing and Delivering Business Presentations

Communicating Your Professional Brand: Social Media, Résumés,

Getting the Job Interviewing and Following up

Filters