Question 1

________ benefits are advantages your audience directly receives from complying with your request.

Accepted Answer

A) External 
B) Peripheral 
C) Superficial 
D) Secondary 
E) Internal 
A) External 
B) Peripheral 
C) Superficial 
D) Secondary 
E) Internal E

Question 2

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 E

Question 3

A text message should always include a salutation.

Accepted Answer

A) True 
 B)False  False

Question 4

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 5

Which of the following is one of the benefits of sending for-your-information messages?

Accepted Answer

A) You can repair a damaged relationship with a customer or coworker. 
B) You limit your professional network. 
C) The message may start a dialogue that can have business benefits. 
D) You can create meaningful relationships outside of the work environment. 
E) They are more meaningful than other messages because of their hand-written nature. 
A) You can repair a damaged relationship with a customer or coworker. 
B) You limit your professional network. 
C) The message may start a dialogue that can have business benefits. 
D) You can create meaningful relationships outside of the work environment. 
E) They are more meaningful than other messages because of their hand-written nature.

Question 6

What can be done to assure the writer that information has been received or understood?

Accepted Answer

A) Send a message with a preliminary plan of action 
B) Send a confirmation message 
C) Send an indirect message indicating thoughts 
D) Send a confrontational message 
E) Acknowledge receipt of the message using email 
A) Send a message with a preliminary plan of action 
B) Send a confirmation message 
C) Send an indirect message indicating thoughts 
D) Send a confrontational message 
E) Acknowledge receipt of the message using email

Question 7

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

Accepted Answer

A) True 
 B)False

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

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

Accepted Answer

A) True 
 B)False

Question 10

When responding to an email with a question,it is best to respond with "yes" or "no" answers.

Accepted Answer

A) True 
 B)False

Question 11

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

Accepted Answer

A) True 
 B)False

Question 12

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 13

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) Listing the questions or requests 
E) 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) Listing the questions or requests 
E) Determining how the communication should be sent

Question 14

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 15

________ 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 16

Discuss routine messages and how an indirect routine issue should be developed.

Accepted Answer

Routine messages are non-sensitive,strai

Question 17

________ 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 18

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 19

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

Accepted Answer

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

Question 20

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

________ benefits are advantages your audience directly receives from complying with your request.

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

A text message should always include a salutation.

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

Which of the following is one of the benefits of sending for-your-information messages?

What can be done to assure the writer that information has been received or understood?

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

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

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

When responding to an email with a question,it is best to respond with "yes" or "no" answers.

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

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

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

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

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

Discuss routine messages and how an indirect routine issue should be developed.

________ business messages may include procedural information or instructions.

Which of the following is an example of a confirmation?

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

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

Developing Your Professional Presence

Working With Others: Interpersonal, Intercultural, and Team Communication

Managing the Communication Process: Analyzing, Composing, Evaluating

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

________ benefits are advantages your audience directly receives from complying with your request.

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

A text message should always include a salutation.

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

Which of the following is one of the benefits of sending for-your-information messages?

What can be done to assure the writer that information has been received or understood?

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

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

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

When responding to an email with a question,it is best to respond with "yes" or "no" answers.

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

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

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

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

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

Discuss routine messages and how an indirect routine issue should be developed.

________ business messages may include procedural information or instructions.

Which of the following is an example of a confirmation?

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

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

Developing Your Professional Presence

Working With Others: Interpersonal, Intercultural, and Team Communication

Managing the Communication Process: Analyzing, Composing, Evaluating

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