Question 1

Which of the following best expresses the role of goodwill in business?

Accepted Answer

A)  Goodwill is a luxury that communicators can't afford, given the more important priorities they must achieve. 
B)  Goodwill is adding embellishments to messages to make them sound more polite. 
C)  Goodwill is a nice indulgence that allows you to be gracious to people when you have extra time and energy. 
D)  Goodwill is key to building and strengthening relationships that are vital to an organization's success. 
E)  Goodwill is the icing on the cake, that allows people to feel good about the hard work they do. 
A)  Goodwill is a luxury that communicators can't afford, given the more important priorities they must achieve. 
B)  Goodwill is adding embellishments to messages to make them sound more polite. 
C)  Goodwill is a nice indulgence that allows you to be gracious to people when you have extra time and energy. 
D)  Goodwill is key to building and strengthening relationships that are vital to an organization's success. 
E)  Goodwill is the icing on the cake, that allows people to feel good about the hard work they do.

Question 2

You received a request for information that included a list of questions numbered 1 through 10.When you reply,________.

Accepted Answer

A)  answer the first five questions only, as 10 is too many to address in one message 
B)  include your answers ordered 1 through 10 as well 
C)  reorder the questions according to their relative importance 
D)  label your answers A through J, to downplay the inappropriately large number of questions asked 
E)  answer only as many questions as you can fit on one page 
A)  answer the first five questions only, as 10 is too many to address in one message 
B)  include your answers ordered 1 through 10 as well 
C)  reorder the questions according to their relative importance 
D)  label your answers A through J, to downplay the inappropriately large number of questions asked 
E)  answer only as many questions as you can fit on one page

Question 3

A public notice is often referred to as what?

Accepted Answer

A)  A goodwill message 
B)  An announcement 
C)  A persuasive message 
D)  A blog post 
E)  A call to action 
A)  A goodwill message 
B)  An announcement 
C)  A persuasive message 
D)  A blog post 
E)  A call to action

Question 4

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)  writing it in the form of a bulleted list 
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)  writing it in the form of a bulleted list 
E)  keeping the details to a minimum so that your message isn't too lengthy

Question 5

A text message should always include a salutation.

Accepted Answer

A) True 
 B)False

Question 6

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 them 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 them 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 7

Which of the following is most appropriate when writing a letter of appreciation to an American audience?

Accepted Answer

A)  When the message is formal. 
B)  When the message is short and to the point. 
C)  When the message is focused on the relationship. 
D)  When the message is detailed. 
E)  When the message shows respect for the recipient. 
A)  When the message is formal. 
B)  When the message is short and to the point. 
C)  When the message is focused on the relationship. 
D)  When the message is detailed. 
E)  When the message shows respect for the recipient.

Question 8

When writing a thank-you letter to the interviewer at a company with high power distance,the writer needs to________.

Accepted Answer

A)  only be polite because a thank-you note is nothing more than just a polite gesture 
B)  make her letter less formal than she would if she were writing for an American reader 
C)  keep her letter short and to the point, which is appropriate in a low-context culture 
D)  make it personalized and quirky, so that she will stand out 
E)  make it longer and more formal 
A)  only be polite because a thank-you note is nothing more than just a polite gesture 
B)  make her letter less formal than she would if she were writing for an American reader 
C)  keep her letter short and to the point, which is appropriate in a low-context culture 
D)  make it personalized and quirky, so that she will stand out 
E)  make it longer and more formal

Question 9

Which of the following will help to ensure effective communication when sending a text?

Accepted Answer

A)  Trust autocorrect to find and fix misspelled words 
B)  Use common abbreviations 
C)  Respond within three minutes or less 
D)  Do not text long or complicated responses 
E)  Start with a salutation 
A)  Trust autocorrect to find and fix misspelled words 
B)  Use common abbreviations 
C)  Respond within three minutes or less 
D)  Do not text long or complicated responses 
E)  Start with a salutation

Question 10

Routine business messages ________.

Accepted Answer

A)  require you to persuade your audience 
B)  necessitate thinking about how to prevent your audience from being upset 
C)  can be very lengthy and quite complicated 
D)  are never challenging to write 
E)  require that you be clear, complete, and respectful 
A)  require you to persuade your audience 
B)  necessitate thinking about how to prevent your audience from being upset 
C)  can be very lengthy and quite complicated 
D)  are never challenging to write 
E)  require that you be clear, complete, and respectful

Question 11

________ 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 12

Which of the following is a faulty 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 13

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

Accepted Answer

A) True 
 B)False

Question 14

Discuss routine messages and how a nonroutine issue should be responded to.

Accepted Answer

Routine messages are non-sensitive,strai

Question 15

_____ business messages may include procedural information or instructions.

Accepted Answer

A)  Bad news 
B)  Persuasive 
C)  Routine request 
D)  Goodwill 
E)  Call to action 
A)  Bad news 
B)  Persuasive 
C)  Routine request 
D)  Goodwill 
E)  Call to action

Question 16

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

Accepted Answer

A)  Asking 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)  Asking your team leader to extend the project deadline 
E)  Persuading your team leader to let you work in a flexible schedule 
A)  Asking 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)  Asking your team leader to extend the project deadline 
E)  Persuading your team leader to let you work in a flexible schedule

Question 17

When would it be best to avoid using "you" in a communication?

Accepted Answer

A)  In a polite request 
B)  In an informal request 
C)  When issuing orders 
D)  When pointing out achievement 
E)  When offering congratulatory comments 
A)  In a polite request 
B)  In an informal request 
C)  When issuing orders 
D)  When pointing out achievement 
E)  When offering congratulatory comments

Question 18

Which of the following is designed to publicly notify people of information they need or want to know?

Accepted Answer

A)  Thank you messages 
B)  Congratulatory messages 
C)  Sympathy messages 
D)  "For-your-information" messages 
E)  Announcements 
A)  Thank you messages 
B)  Congratulatory messages 
C)  Sympathy messages 
D)  "For-your-information" messages 
E)  Announcements

Question 19

Which of the following recognizes a personal or professional achievement by a coworker?

Accepted Answer

A)  Messages of condolence 
B)  Thank-you notes 
C)  Implicit messages 
D)  Congratulatory messages 
E)  Sympathy messages 
A)  Messages of condolence 
B)  Thank-you notes 
C)  Implicit messages 
D)  Congratulatory messages 
E)  Sympathy messages

Question 20

How can a company turn an unhappy customer in to a brand advocate?

Accepted Answer

A)  By responding on social media tools 
B)  By granting the claim or request 
C)  By explaining how the customer was at fault 
D)  By resolving issues quickly 
E)  By allowing the customer to post feedback on social media outlets such as Yelp 
A)  By responding on social media tools 
B)  By granting the claim or request 
C)  By explaining how the customer was at fault 
D)  By resolving issues quickly 
E)  By allowing the customer to post feedback on social media outlets such as Yelp

Which of the following best expresses the role of goodwill in business?

You received a request for information that included a list of questions numbered 1 through 10.When you reply,________.

A public notice is often referred to as what?

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

A text message should always include a salutation.

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

Which of the following is most appropriate when writing a letter of appreciation to an American audience?

When writing a thank-you letter to the interviewer at a company with high power distance,the writer needs to________.

Which of the following will help to ensure effective communication when sending a text?

Routine business messages ________.

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

Which of the following is a faulty guideline for instant messaging (IM)standards?

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

Discuss routine messages and how a nonroutine issue should be responded to.

_____ business messages may include procedural information or instructions.

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

When would it be best to avoid using "you" in a communication?

Which of the following is designed to publicly notify people of information they need or want to know?

Which of the following recognizes a personal or professional achievement by a coworker?

How can a company turn an unhappy customer in to a brand advocate?

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

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Exam 4: Communicating Routine Messages and Building Goodwill

Which of the following best expresses the role of goodwill in business?

You received a request for information that included a list of questions numbered 1 through 10.When you reply,________.

A public notice is often referred to as what?

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

A text message should always include a salutation.

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

Which of the following is most appropriate when writing a letter of appreciation to an American audience?

When writing a thank-you letter to the interviewer at a company with high power distance,the writer needs to________.

Which of the following will help to ensure effective communication when sending a text?

Routine business messages ________.

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

Which of the following is a faulty guideline for instant messaging (IM)standards?

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

Discuss routine messages and how a nonroutine issue should be responded to.

_____ business messages may include procedural information or instructions.

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

When would it be best to avoid using "you" in a communication?

Which of the following is designed to publicly notify people of information they need or want to know?

Which of the following recognizes a personal or professional achievement by a coworker?

How can a company turn an unhappy customer in to a brand advocate?

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