Question 1

High-context cultures expect longer and more formal letters of appreciation than low-context cultures.

Accepted Answer

A) True 
 B)False  True

Question 2

How can bcc (blind carbon copy)be used effectively?

Accepted Answer

A)  When the writer wants the recipient to focus on content, not a lengthy list of other recipients 
B)  When asking the recipient to share information with unknown recipients 
C)  When sharing information with parties who might be interested in insider information 
D)  When you wish to be included in follow-up email exchanges 
E)  When you wish to put the recipient at a disadvantage with others 
A)  When the writer wants the recipient to focus on content, not a lengthy list of other recipients 
B)  When asking the recipient to share information with unknown recipients 
C)  When sharing information with parties who might be interested in insider information 
D)  When you wish to be included in follow-up email exchanges 
E)  When you wish to put the recipient at a disadvantage with others A

Question 3

Which of the following is an external benefit of using the "you" perspective?

Accepted Answer

A)  Less work for your audience 
B)  Increased professional recognition for your audience 
C)  Financial gains for your audience 
D)  Positive effects on people your audience cares about 
E)  Conditions that allow your audience to get their work done 
A)  Less work for your audience 
B)  Increased professional recognition for your audience 
C)  Financial gains for your audience 
D)  Positive effects on people your audience cares about 
E)  Conditions that allow your audience to get their work done D

Question 4

In addition to an expression of gratitude,what is a typical element found at the end of a routine request?

Accepted Answer

A)  An outline of alternative 
B)  An indication of consequences if the request is not fulfilled 
C)  An indication of how to reach the writer 
D)  A call for action 
E)  A reminder of reasons why the request should be granted 
A)  An outline of alternative 
B)  An indication of consequences if the request is not fulfilled 
C)  An indication of how to reach the writer 
D)  A call for action 
E)  A reminder of reasons why the request should be granted

Question 5

When sending text message to a coworker,you should not expect a quick response.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following would encourage the more positive response to a routine message?

Accepted Answer

A)  A request implied in a communication about an unrelated topic 
B)  A request made by letter 
C)  A request made at a group meeting 
D)  A request made using email 
E)  A request made in person 
A)  A request implied in a communication about an unrelated topic 
B)  A request made by letter 
C)  A request made at a group meeting 
D)  A request made using email 
E)  A request made in person

Question 7

When issuing orders or highlighting errors,it is best to use the word "you" in the message.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following represents the three part formula for responding positively to a claim using social media?

Accepted Answer

A)  Understanding, apology, and solution 
B)  Identification, resolution, and apology 
C)  Apology, blame, and dismissal 
D)  Defense, plan of action, and follow up 
E)  Tweeting, wall posts, and rating alterations 
A)  Understanding, apology, and solution 
B)  Identification, resolution, and apology 
C)  Apology, blame, and dismissal 
D)  Defense, plan of action, and follow up 
E)  Tweeting, wall posts, and rating alterations

Question 9

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

Accepted Answer

A)  put the directions at the start of your message 
B)  use bullets instead of numbers if the sequence or order of steps is important 
C)  include only one action per step 
D)  identify the condition at the end of each step if an instruction is conditional 
E)  place the explanation before the action if a step requires explanation 
A)  put the directions at the start of your message 
B)  use bullets instead of numbers if the sequence or order of steps is important 
C)  include only one action per step 
D)  identify the condition at the end of each step if an instruction is conditional 
E)  place the explanation before the action if a step requires explanation

Question 10

An expression of gratitude ________.

Accepted Answer

A)  is the only element you should include in the closing of a request 
B)  is nice but not necessary at the end of short requests 
C)  should never be just a simple "thanks" 
D)  must always be an elaborate and effusive declaration 
E)  is typically included at the end of the request 
A)  is the only element you should include in the closing of a request 
B)  is nice but not necessary at the end of short requests 
C)  should never be just a simple "thanks" 
D)  must always be an elaborate and effusive declaration 
E)  is typically included at the end of the request

Question 11

What should be a writer's first task when composing messages containing questions and requests?

Accepted Answer

A)  Providing reasons for writing 
B)  Deciding between a direct and an indirect format 
C)  Determining word choices based on the "you" perspective 
D)  By listing the questions or requests 
E)  By determining how the communication should be sent 
A)  Providing reasons for writing 
B)  Deciding between a direct and an indirect format 
C)  Determining word choices based on the "you" perspective 
D)  By listing the questions or requests 
E)  By determining how the communication should be sent

Question 12

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

Accepted Answer

A)  Company website 
B)  Staff meeting 
C)  Blog 
D)  Company newspaper 
E)  Social networking site. 
A)  Company website 
B)  Staff meeting 
C)  Blog 
D)  Company newspaper 
E)  Social networking site.

Question 13

A message that gives the writer the opportunity to establish or sustain a positive relationship with the audience is a(n)_____ message.

Accepted Answer

A)  implicit 
B)  indirect 
C)  goodwill 
D)  direct 
E)  persuasive 
A)  implicit 
B)  indirect 
C)  goodwill 
D)  direct 
E)  persuasive

Question 14

When making a claim by using online customer support,what information should be provided first?

Accepted Answer

A)  Name and contact information 
B)  Statement of good will 
C)  A list of product defects 
D)  Reason for writing 
E)  Where item was bought and price 
A)  Name and contact information 
B)  Statement of good will 
C)  A list of product defects 
D)  Reason for writing 
E)  Where item was bought and price

Question 15

Goodwill messages are often more meaningful when hand written.

Accepted Answer

A) True 
 B)False

Question 16

When a company decides to satisfy a customer claim for a refund,exchange,or repair,________.

Accepted Answer

A)  a well-written response gains nothing for the company 
B)  the business has an opportunity to create goodwill 
C)  the company should make it sound as if they're doing the customer a favor 
D)  it must avoid beginning its message with a positive response 
E)  the company should always apologize first 
A)  a well-written response gains nothing for the company 
B)  the business has an opportunity to create goodwill 
C)  the company should make it sound as if they're doing the customer a favor 
D)  it must avoid beginning its message with a positive response 
E)  the company should always apologize first

Question 17

Discuss why it is important to use the "you" perspective in your request messages.

Accepted Answer

Your audience will be more receptive to

Question 18

It is appropriate to use blind carbon copy in an email,as long as the use promotes the success of the organization.

Accepted Answer

A) True 
 B)False

Question 19

Discuss the most effective ways to use text messaging in business.

Accepted Answer

Keep the message short and to the point.

Question 20

A thank you note that is hand written has the advantage of helping the writer stand out from those who sent electronic thank you notes.

Accepted Answer

A) True 
 B)False

High-context cultures expect longer and more formal letters of appreciation than low-context cultures.

How can bcc (blind carbon copy)be used effectively?

Which of the following is an external benefit of using the "you" perspective?

In addition to an expression of gratitude,what is a typical element found at the end of a routine request?

When sending text message to a coworker,you should not expect a quick response.

Which of the following would encourage the more positive response to a routine message?

When issuing orders or highlighting errors,it is best to use the word "you" in the message.

Which of the following represents the three part formula for responding positively to a claim using social media?

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

An expression of gratitude ________.

What should be a writer's first task when composing messages containing questions and requests?

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

A message that gives the writer the opportunity to establish or sustain a positive relationship with the audience is a(n)_____ message.

When making a claim by using online customer support,what information should be provided first?

Goodwill messages are often more meaningful when hand written.

When a company decides to satisfy a customer claim for a refund,exchange,or repair,________.

Discuss why it is important to use the "you" perspective in your request messages.

It is appropriate to use blind carbon copy in an email,as long as the use promotes the success of the organization.

Discuss the most effective ways to use text messaging in business.

A thank you note that is hand written has the advantage of helping the writer stand out from those who sent electronic thank you notes.

Developing Your Professional Presence

Working With Others: Interpersonal, Intercultural, and Team Communication

Managing the Communication Process

Communicating Persuasive Messages

Communicating Bad News

Using Social Media in Business

Finding and Evaluating Business Information

Preparing Persuasive Business Proposals

Preparing Business Reports

Preparing and Delivering Business Presentations

Communicating Your Professional Brand: Social Media, Résumés, Cover Letters, and Interviews

Filters

Exam 4: Communicating Routine Messages and Building Goodwill

High-context cultures expect longer and more formal letters of appreciation than low-context cultures.

How can bcc (blind carbon copy)be used effectively?

Which of the following is an external benefit of using the "you" perspective?

In addition to an expression of gratitude,what is a typical element found at the end of a routine request?

When sending text message to a coworker,you should not expect a quick response.

Which of the following would encourage the more positive response to a routine message?

When issuing orders or highlighting errors,it is best to use the word "you" in the message.

Which of the following represents the three part formula for responding positively to a claim using social media?

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

An expression of gratitude ________.

What should be a writer's first task when composing messages containing questions and requests?

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

A message that gives the writer the opportunity to establish or sustain a positive relationship with the audience is a(n)_____ message.

When making a claim by using online customer support,what information should be provided first?

Goodwill messages are often more meaningful when hand written.

When a company decides to satisfy a customer claim for a refund,exchange,or repair,________.

Discuss why it is important to use the "you" perspective in your request messages.

It is appropriate to use blind carbon copy in an email,as long as the use promotes the success of the organization.

Discuss the most effective ways to use text messaging in business.

A thank you note that is hand written has the advantage of helping the writer stand out from those who sent electronic thank you notes.

Developing Your Professional Presence

Working With Others: Interpersonal, Intercultural, and Team Communication

Managing the Communication Process

Communicating Persuasive Messages

Communicating Bad News

Using Social Media in Business

Finding and Evaluating Business Information

Preparing Persuasive Business Proposals

Preparing Business Reports

Preparing and Delivering Business Presentations

Communicating Your Professional Brand: Social Media, Résumés, Cover Letters, and Interviews

Filters