Question 1

When using an online tool to schedule a meeting,which of the following should be included in the title?

Accepted Answer

A)  Name of the meeting 
B)  Where, when and what type of meeting is being scheduled 
C)  What attachments are included 
D)  When the auto reminder will be sent 
E)  When you need availability responses by 
A)  Name of the meeting 
B)  Where, when and what type of meeting is being scheduled 
C)  What attachments are included 
D)  When the auto reminder will be sent 
E)  When you need availability responses by

Question 2

Which type of format is most often used for routine requests?

Accepted Answer

A)  Indirect 
B)  Direct 
C)  Implicit 
D)  Persuasive 
E)  Good news 
A)  Indirect 
B)  Direct 
C)  Implicit 
D)  Persuasive 
E)  Good news

Question 3

_____ are advantages that your audience directly receives from complying with your request.

Accepted Answer

A)  Internal benefits 
B)  Accusatory statements 
C)  External benefits 
D)  Statements of gratitude 
E)  Calls for action 
A)  Internal benefits 
B)  Accusatory statements 
C)  External benefits 
D)  Statements of gratitude 
E)  Calls for action

Question 4

A message that only hints at why you are writing includes a(n)_____.

Accepted Answer

A)  implicit request 
B)  direct request 
C)  formal request 
D)  persuasive request 
E)  goodwill message 
A)  implicit request 
B)  direct request 
C)  formal request 
D)  persuasive request 
E)  goodwill message

Question 5

Which of the following is an example of a confirmation message?

Accepted Answer

A)  Alerting customers about a sale 
B)  Informing your employees about a promotion within your department 
C)  Notifying the public about job opportunities in your company 
D)  Sharing new terms of service with your customers 
E)  Acknowledging that you have received the files that your client sent 
A)  Alerting customers about a sale 
B)  Informing your employees about a promotion within your department 
C)  Notifying the public about job opportunities in your company 
D)  Sharing new terms of service with your customers 
E)  Acknowledging that you have received the files that your client sent

Question 6

What type of request message would benefit from more explanation and persuasion than usual?

Accepted Answer

A)  When asking for a favor 
B)  When providing instructions 
C)  When responding to claims 
D)  When confirming information 
A)  When asking for a favor 
B)  When providing instructions 
C)  When responding to claims 
D)  When confirming information

Question 7

Business use of instant messaging (IM)________.

Accepted Answer

A)  is restricted for informal communication only 
B)  is expected to decline in coming years 
C)  allows employees to communicate real-time information 
D)  is typically recommended for sharing confidential information 
E)  is not allowed for formal communication 
A)  is restricted for informal communication only 
B)  is expected to decline in coming years 
C)  allows employees to communicate real-time information 
D)  is typically recommended for sharing confidential information 
E)  is not allowed for formal communication

Question 8

A "you" perspective ________.

Accepted Answer

A)  consists simply of abundant use of the word "you" in your message 
B)  avoids use of the word "you" 
C)  requires you to consider other people's viewpoints 
D)  involves considering the situation from your own perspective 
E)  is only necessary in claims requests 
A)  consists simply of abundant use of the word "you" in your message 
B)  avoids use of the word "you" 
C)  requires you to consider other people's viewpoints 
D)  involves considering the situation from your own perspective 
E)  is only necessary in claims requests

Question 9

When texting a client you do not know well,what should be included in the text?

Accepted Answer

A)  A salutation 
B)  Detailed explanations 
C)  Abbreviations 
D)  Complete sentences 
E)  Bullet points 
A)  A salutation 
B)  Detailed explanations 
C)  Abbreviations 
D)  Complete sentences 
E)  Bullet points

Question 10

Which of the following is an example of a routine business message that provides instructions?

Accepted Answer

A)  Notifying customers of a price increase 
B)  Explaining how to complete a requisition form 
C)  Confirming a project deadline with a client 
D)  Informing a coworker that you have the data she requested 
E)  Requesting assistance on a project from a colleague 
A)  Notifying customers of a price increase 
B)  Explaining how to complete a requisition form 
C)  Confirming a project deadline with a client 
D)  Informing a coworker that you have the data she requested 
E)  Requesting assistance on a project from a colleague

Question 11

When writing a message,you determine audience benefits by analyzing ________.

Accepted Answer

A)  the positive outcomes for you if your readers comply with your request 
B)  the positive outcomes for you if your readers do not comply with your request 
C)  the positive outcomes for your readers if they comply with your request 
D)  the positive outcomes for your readers if they do not comply with your request 
E)  which positive outcomes you are most likely to achieve if you do not divulge all the available information to the audience 
A)  the positive outcomes for you if your readers comply with your request 
B)  the positive outcomes for you if your readers do not comply with your request 
C)  the positive outcomes for your readers if they comply with your request 
D)  the positive outcomes for your readers if they do not comply with your request 
E)  which positive outcomes you are most likely to achieve if you do not divulge all the available information to the audience

Question 12

When using FYI messages,who is likely to gain the most benefit from the message?

Accepted Answer

A)  The organization 
B)  The sender 
C)  The receiver 
D)  Those who receive a blind carbon copy 
E)  Both the sender and the receiver 
A)  The organization 
B)  The sender 
C)  The receiver 
D)  Those who receive a blind carbon copy 
E)  Both the sender and the receiver

Question 13

Assuming a customer claim will be granted,what type of response will allow the company to build a better relationship with the customer?

Accepted Answer

A)  Direct 
B)  Indirect 
C)  Condolence 
D)  Goodwill 
E)  Thank you 
A)  Direct 
B)  Indirect 
C)  Condolence 
D)  Goodwill 
E)  Thank you

Question 14

Which type of messages will help to enhance networking skills?

Accepted Answer

A)  FYI 
B)  Thank-you 
C)  Sympathy 
D)  Implicit 
E)  Persuasive 
A)  FYI 
B)  Thank-you 
C)  Sympathy 
D)  Implicit 
E)  Persuasive

Question 15

Which of the following is an example of a confirmation?

Accepted Answer

A)  A note thanking a coworker for her assistance on a project 
B)  An email telling a colleague about a book you think he'd find interesting 
C)  A card expressing your condolences for an employee whose family member died 
D)  A phone call congratulating a coworker on her promotion 
E)  A letter telling a customer that her claim has been registered by the company 
A)  A note thanking a coworker for her assistance on a project 
B)  An email telling a colleague about a book you think he'd find interesting 
C)  A card expressing your condolences for an employee whose family member died 
D)  A phone call congratulating a coworker on her promotion 
E)  A letter telling a customer that her claim has been registered by the company

Question 16

Different cultures have different ways of expressing thanks.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following is a routine announcement?

Accepted Answer

A)  Notifying customers about a change in policy 
B)  Persuading a client to accept a new deadline 
C)  Acknowledging that you have a meeting with your boss 
D)  Notifying a customer that you will grant his claim for a refund 
E)  Expressing concern when a coworker has experienced personal misfortune 
A)  Notifying customers about a change in policy 
B)  Persuading a client to accept a new deadline 
C)  Acknowledging that you have a meeting with your boss 
D)  Notifying a customer that you will grant his claim for a refund 
E)  Expressing concern when a coworker has experienced personal misfortune

Question 18

________ benefits are advantages that someone else - a third party - gains.

Accepted Answer

A)  External 
B)  Internal 
C)  Audience 
D)  Indirect 
E)  Direct 
A)  External 
B)  Internal 
C)  Audience 
D)  Indirect 
E)  Direct

Question 19

Sympathy messages ________.

Accepted Answer

A)  must only be sent to people with whom you have a close relationship 
B)  should never be sent in printed 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 printed 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 20

Why might a thank-you note that is considered perfectly appropriate in America be considered inappropriate in an Asian culture?

Accepted Answer

While showing appreciation for the effor

When using an online tool to schedule a meeting,which of the following should be included in the title?

Which type of format is most often used for routine requests?

_____ are advantages that your audience directly receives from complying with your request.

A message that only hints at why you are writing includes a(n)_____.

Which of the following is an example of a confirmation message?

What type of request message would benefit from more explanation and persuasion than usual?

Business use of instant messaging (IM)________.

A "you" perspective ________.

When texting a client you do not know well,what should be included in the text?

Which of the following is an example of a routine business message that provides instructions?

When writing a message,you determine audience benefits by analyzing ________.

When using FYI messages,who is likely to gain the most benefit from the message?

Assuming a customer claim will be granted,what type of response will allow the company to build a better relationship with the customer?

Which type of messages will help to enhance networking skills?

Which of the following is an example of a confirmation?

Different cultures have different ways of expressing thanks.

Which of the following is a routine announcement?

________ benefits are advantages that someone else - a third party - gains.

Sympathy messages ________.

Why might a thank-you note that is considered perfectly appropriate in America be considered inappropriate in an Asian culture?

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

When using an online tool to schedule a meeting,which of the following should be included in the title?

Which type of format is most often used for routine requests?

_____ are advantages that your audience directly receives from complying with your request.

A message that only hints at why you are writing includes a(n)_____.

Which of the following is an example of a confirmation message?

What type of request message would benefit from more explanation and persuasion than usual?

Business use of instant messaging (IM)________.

A "you" perspective ________.

When texting a client you do not know well,what should be included in the text?

Which of the following is an example of a routine business message that provides instructions?

When writing a message,you determine audience benefits by analyzing ________.

When using FYI messages,who is likely to gain the most benefit from the message?

Assuming a customer claim will be granted,what type of response will allow the company to build a better relationship with the customer?

Which type of messages will help to enhance networking skills?

Which of the following is an example of a confirmation?

Different cultures have different ways of expressing thanks.

Which of the following is a routine announcement?

________ benefits are advantages that someone else - a third party - gains.

Sympathy messages ________.

Why might a thank-you note that is considered perfectly appropriate in America be considered inappropriate in an Asian culture?

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