Question 1

Messages that will not surprise,disappoint,or anger the audience are considered to be _____ messages.

Accepted Answer

A)  direct 
B)  goodwill 
C)  routine 
D)  claims 
E)  confirmation 
A)  direct 
B)  goodwill 
C)  routine 
D)  claims 
E)  confirmation

Question 2

Which of the following statements is most likely to be true regarding instant messaging?

Accepted Answer

A)  It allows multitasking with multiple medium options. 
B)  It hampers the efficiency for geographically dispersed workgroups. 
C)  It is completely secure. 
D)  It is typically used for sending out confidential information. 
E)  It does not allow for real-time communication of information. 
A)  It allows multitasking with multiple medium options. 
B)  It hampers the efficiency for geographically dispersed workgroups. 
C)  It is completely secure. 
D)  It is typically used for sending out confidential information. 
E)  It does not allow for real-time communication of information.

Question 3

When responding to questions face-to-face,how should the response be organized?

Accepted Answer

A)  By asking for clarification 
B)  Using the same format you would use if you were responding in writing 
C)  Using an indirect format 
D)  Using the same format as a good will message 
E)  Using a direct format 
A)  By asking for clarification 
B)  Using the same format you would use if you were responding in writing 
C)  Using an indirect format 
D)  Using the same format as a good will message 
E)  Using a direct format

Question 4

In a survey of 500 business professionals,what percent would rather text than use voice mail?

Accepted Answer

A)  30 
B)  40 
C)  50 
D)  60 
E)  70 
A)  30 
B)  40 
C)  50 
D)  60 
E)  70

Question 5

Announcements are message that publicly notify people of information they need to know.

Accepted Answer

A) True 
 B)False

Question 6

A routine informational message is likely to surprise or anger the audience.

Accepted Answer

A) True 
 B)False

Question 7

FYI messages should be in writing,using a direct approach.

Accepted Answer

A) True 
 B)False

Question 8

What can be done to make a sympathy message more meaningful to the receiver?

Accepted Answer

A)  Use generic writing that will work for most situations 
B)  Buy a card or preprinted message 
C)  Include a similar experience you have had to deal with 
D)  Write it as soon as you hear the bad news 
E)  Write it by hand 
A)  Use generic writing that will work for most situations 
B)  Buy a card or preprinted message 
C)  Include a similar experience you have had to deal with 
D)  Write it as soon as you hear the bad news 
E)  Write it by hand

Question 9

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

Question 10

Discuss when it is unethical to use the blind carbon copy (bcc)feature in email.

Accepted Answer

Using the bcc feature basically allows y

Question 11

The amount of detail and the length of the thank you message are often dictated by culture.

Accepted Answer

A) True 
 B)False

Question 12

When texting a client,what types of writing style would be appropriate?

Accepted Answer

A)  Common symbols and abbreviations such as "u" or "idk" 
B)  Complete sentences with no abbreviations 
C)  Hashtags 
D)  Emoticons 
E)  Phrases instead of sentences, and abbreviations wherever possible 
A)  Common symbols and abbreviations such as "u" or "idk" 
B)  Complete sentences with no abbreviations 
C)  Hashtags 
D)  Emoticons 
E)  Phrases instead of sentences, and abbreviations wherever possible

Question 13

When including external benefits in a request,the writer should avoid the word "you."

Accepted Answer

A) True 
 B)False

Question 14

Which type of goodwill message is designed to make recipients feel good about something they have done for you?

Accepted Answer

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

Question 15

If your audience is expecting the request,less detail is needed.

Accepted Answer

A) True 
 B)False

Question 16

When responding to a customer request or complaint,how can a writer achieve the best results possible?

Accepted Answer

A)  By indicating how company policy determines the response to the request or complaint 
B)  By indicating a more appropriate method of filing the request or complaint 
C)  By identifying who is at fault regarding the request or complaint, and then offering a solution anyway 
D)  By offering future discounts and benefits to ensure loyalty 
E)  By showing understanding for the customer request or complaint 
A)  By indicating how company policy determines the response to the request or complaint 
B)  By indicating a more appropriate method of filing the request or complaint 
C)  By identifying who is at fault regarding the request or complaint, and then offering a solution anyway 
D)  By offering future discounts and benefits to ensure loyalty 
E)  By showing understanding for the customer request or complaint

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 a "for-your-information" message?

Accepted Answer

A)  Telling a colleague about a workshop, you think he will be interested in 
B)  Informing a client about a price increase in your services 
C)  Convincing your customer to extend your deadline 
D)  Announcing the launch of a new product on your website 
E)  Sending a tweet about the positive review of your product in a trade magazine 
A)  Telling a colleague about a workshop, you think he will be interested in 
B)  Informing a client about a price increase in your services 
C)  Convincing your customer to extend your deadline 
D)  Announcing the launch of a new product on your website 
E)  Sending a tweet about the positive review of your product in a trade magazine

Question 19

Sending an email to congratulate a business acquaintance on the birth of her baby is ________.

Accepted Answer

A)  improper unless you have a close personal relationship 
B)  tactless and a letter should be mailed instead 
C)  inappropriate since it is in reference to an event in her personal life 
D)  best done with direct organization 
E)  most effective when it begins with supporting details and builds up to congratulating 
A)  improper unless you have a close personal relationship 
B)  tactless and a letter should be mailed instead 
C)  inappropriate since it is in reference to an event in her personal life 
D)  best done with direct organization 
E)  most effective when it begins with supporting details and builds up to congratulating

Question 20

When placing a request within a message,phrase it so that you simply need to imply what you are asking.

Accepted Answer

A) True 
 B)False

Messages that will not surprise,disappoint,or anger the audience are considered to be _____ messages.

Which of the following statements is most likely to be true regarding instant messaging?

When responding to questions face-to-face,how should the response be organized?

In a survey of 500 business professionals,what percent would rather text than use voice mail?

Announcements are message that publicly notify people of information they need to know.

A routine informational message is likely to surprise or anger the audience.

FYI messages should be in writing,using a direct approach.

What can be done to make a sympathy message more meaningful to the receiver?

Thank-you messages ________.

Discuss when it is unethical to use the blind carbon copy (bcc)feature in email.

The amount of detail and the length of the thank you message are often dictated by culture.

When texting a client,what types of writing style would be appropriate?

When including external benefits in a request,the writer should avoid the word "you."

Which type of goodwill message is designed to make recipients feel good about something they have done for you?

If your audience is expecting the request,less detail is needed.

When responding to a customer request or complaint,how can a writer achieve the best results possible?

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

Which of the following is a "for-your-information" message?

Sending an email to congratulate a business acquaintance on the birth of her baby is ________.

When placing a request within a message,phrase it so that you simply need to imply what you are asking.

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

Messages that will not surprise,disappoint,or anger the audience are considered to be _____ messages.

Which of the following statements is most likely to be true regarding instant messaging?

When responding to questions face-to-face,how should the response be organized?

In a survey of 500 business professionals,what percent would rather text than use voice mail?

Announcements are message that publicly notify people of information they need to know.

A routine informational message is likely to surprise or anger the audience.

FYI messages should be in writing,using a direct approach.

What can be done to make a sympathy message more meaningful to the receiver?

Thank-you messages ________.

Discuss when it is unethical to use the blind carbon copy (bcc)feature in email.

The amount of detail and the length of the thank you message are often dictated by culture.

When texting a client,what types of writing style would be appropriate?

When including external benefits in a request,the writer should avoid the word "you."

Which type of goodwill message is designed to make recipients feel good about something they have done for you?

If your audience is expecting the request,less detail is needed.

When responding to a customer request or complaint,how can a writer achieve the best results possible?

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

Which of the following is a "for-your-information" message?

Sending an email to congratulate a business acquaintance on the birth of her baby is ________.

When placing a request within a message,phrase it so that you simply need to imply what you are asking.

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