Question 1

In writing messages to an individual in an organization, it is preferred to treat the reader as a member of a broad group rather than an individual.

Accepted Answer

A) True 
 B)False

Question 2

Consider the following statement: "We cannot exchange this item as you have not supplied us with the original purchase invoice." How can this statement be changed such that it avoids putting blame on the reader? List some strategies that ensure a message does not blame a reader.

Accepted Answer

Students' answers will vary. A strategy

Question 3

Writing in a conversational language helps build goodwill.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following statements best illustrates the you-viewpoint?

Accepted Answer

A)  I have seen that your credit is weak, so we can sell to you on a cash-only basis. 
B)  We are delighted to announce our company's financial gain for the last fiscal year. 
C)  I am happy to report that your proposal was accepted. 
D)  The refund has been approved and your account will be credited with the amount. 
E)  We would require your assistance in the near future. 
A)  I have seen that your credit is weak, so we can sell to you on a cash-only basis. 
B)  We are delighted to announce our company's financial gain for the last fiscal year. 
C)  I am happy to report that your proposal was accepted. 
D)  The refund has been approved and your account will be credited with the amount. 
E)  We would require your assistance in the near future.

Question 5

Which of the following statements puts the blame on the reader?

Accepted Answer

A)  The warranty does not apply as the product is not designed to handle a load greater than 200 lbs. 
B)  Ensure that the maximum load on the product does not exceed 200 lbs as it is not covered in the warranty. 
C)  The warranty is void since the product has been subjected to a load that exceeds 200lbs. 
D)  I can cover the damage under warranty only if all the specified conditions are met. 
E)  The warranty is null as you have used the product for loads that are greater than 200lbs. 
A)  The warranty does not apply as the product is not designed to handle a load greater than 200 lbs. 
B)  Ensure that the maximum load on the product does not exceed 200 lbs as it is not covered in the warranty. 
C)  The warranty is void since the product has been subjected to a load that exceeds 200lbs. 
D)  I can cover the damage under warranty only if all the specified conditions are met. 
E)  The warranty is null as you have used the product for loads that are greater than 200lbs.

Question 6

Which of the following statements best illustrates the conversational style?

Accepted Answer

A)  With respect to your query dated 13th November, find the required details listed below. 
B)  Enclosed please find the product details about which you inquired. 
C)  This is in reply to your letter of December 8, requesting a replacement of our product. 
D)  We received your package on Tuesday. 
E)  This is to acknowledge receipt of your letter dated 7th July. 
A)  With respect to your query dated 13th November, find the required details listed below. 
B)  Enclosed please find the product details about which you inquired. 
C)  This is in reply to your letter of December 8, requesting a replacement of our product. 
D)  We received your package on Tuesday. 
E)  This is to acknowledge receipt of your letter dated 7th July.

Question 7

The use of you-viewpoint requires the mandatory use of the word 'you' or 'your.'

Accepted Answer

A) True 
 B)False

Question 8

Which of the following statements uses the most formal language?

Accepted Answer

A)  Hello, I'll make sure I send you the required details at the earliest. 
B)  Hey, the project is moving ahead as expected and should be completed much ahead of the estimated date. 
C)  Greetings, in order to comply to the request I'll need the previous financial records ASAP. 
D)  Hi, did you get the chance to double check those records I sent you? 
E)  Hello, we will ensure that all the pending requests are resolved by the end of the day. 
A)  Hello, I'll make sure I send you the required details at the earliest. 
B)  Hey, the project is moving ahead as expected and should be completed much ahead of the estimated date. 
C)  Greetings, in order to comply to the request I'll need the previous financial records ASAP. 
D)  Hi, did you get the chance to double check those records I sent you? 
E)  Hello, we will ensure that all the pending requests are resolved by the end of the day.

Question 9

Which of the following is a shortcoming of the you-viewpoint?

Accepted Answer

A)  It can be manipulative. 
B)  It makes it difficult for readers to quickly analyze how a given message applies to them. 
C)  It projects the self-centered view of the writer. 
D)  It projects the self-centered view of the reader. 
E)  It de-emphasizes the importance of the reader. 
A)  It can be manipulative. 
B)  It makes it difficult for readers to quickly analyze how a given message applies to them. 
C)  It projects the self-centered view of the writer. 
D)  It projects the self-centered view of the reader. 
E)  It de-emphasizes the importance of the reader.

Question 10

Martina, an employee at a hotel receives an email from a potential customer who wanted to book one of the hotel's premiere suites for a weekend. Since all the suites have been booked for the date specified by the customer, Martina needs to turn down the customer's request. Which of the following puts this message across in the most positive manner?

Accepted Answer

A)  This is in reply to your request for one of our premiere suites. I regret to inform you that all our premiere suites are booked for your specified dates. Would you like to be notified when the suites are available? 
B)  I have received your request for one of our premiere suites. As this is the peak season, we cannot comply with the request as all our premiere suites are booked for the date specified. We sincerely hope to be contacted at a later time. 
C)  I am sorry to inform you that the premiere suites you requested for are all booked. I have instead sent you a list of the other suites available and will additionally notify you when a premiere suite is available. 
D)  Although all our premiere suites are booked for the specified date, some classic suites are still available. I have attached a document with the specifications and price listing for the same. 
E)  Thank you for choosing us. I'm sorry to inform you that the premiere suites are unavailable for the dates that you have mentioned. You can still choose from the various other suites that we have to offer. 
A)  This is in reply to your request for one of our premiere suites. I regret to inform you that all our premiere suites are booked for your specified dates. Would you like to be notified when the suites are available? 
B)  I have received your request for one of our premiere suites. As this is the peak season, we cannot comply with the request as all our premiere suites are booked for the date specified. We sincerely hope to be contacted at a later time. 
C)  I am sorry to inform you that the premiere suites you requested for are all booked. I have instead sent you a list of the other suites available and will additionally notify you when a premiere suite is available. 
D)  Although all our premiere suites are booked for the specified date, some classic suites are still available. I have attached a document with the specifications and price listing for the same. 
E)  Thank you for choosing us. I'm sorry to inform you that the premiere suites are unavailable for the dates that you have mentioned. You can still choose from the various other suites that we have to offer.

Question 11

Which of the following statements avoids the use of a preachy tone?

Accepted Answer

A)  You must take advantage of the offers that come your way in order to become successful. 
B)  I have to repeatedly tell you that you need to understand the various risks involved in buying stocks and not buy them blindly. 
C)  You can choose a plan that suits your requirements and can change plans at any time. 
D)  A higher discount tag on our product implies you will save more money on that product. 
E)  Why don't you take up the job? 
A)  You must take advantage of the offers that come your way in order to become successful. 
B)  I have to repeatedly tell you that you need to understand the various risks involved in buying stocks and not buy them blindly. 
C)  You can choose a plan that suits your requirements and can change plans at any time. 
D)  A higher discount tag on our product implies you will save more money on that product. 
E)  Why don't you take up the job?

Question 12

Which of the following statements best illustrates the conversational style?

Accepted Answer

A)  With respect to your query dated 13th November, find the required details listed below. 
B)  Enclosed please find the product details about which you inquired. 
C)  This is in reply to your letter of December 8, requesting a replacement of our product. 
D)  Your package has been shipped and will reach you on Monday. 
E)  This is to acknowledge receipt of your letter dated 7th July. 
A)  With respect to your query dated 13th November, find the required details listed below. 
B)  Enclosed please find the product details about which you inquired. 
C)  This is in reply to your letter of December 8, requesting a replacement of our product. 
D)  Your package has been shipped and will reach you on Monday. 
E)  This is to acknowledge receipt of your letter dated 7th July.

Question 13

Detail how the use of conversational language helps build goodwill. For a topic of choice, write two statements, one formal and one in conversational style.

Accepted Answer

Conversational language is warm, natural

Question 14

Consider the following statement: In reply to your letter dated 12th April, please be advised that your adherence to the following instructions will facilitate the processing of the return of your product and dispatch of purchase amount.
Which of the following statements contains the same meaning and is more conversational?

Accepted Answer

A)  Here are the procedures for returning your purchase and obtaining a refund. 
B)  Enclosed please find the procedure for product return about which you inquired. 
C)  We have enclosed the technical specifications of your purchased product. 
D)  This is in reply to your letter dated 12th April which requested the procedure for product return. 
E)  This is to acknowledge receipt of your letter dated 12th April requesting technical specifications of the product. 
A)  Here are the procedures for returning your purchase and obtaining a refund. 
B)  Enclosed please find the procedure for product return about which you inquired. 
C)  We have enclosed the technical specifications of your purchased product. 
D)  This is in reply to your letter dated 12th April which requested the procedure for product return. 
E)  This is to acknowledge receipt of your letter dated 12th April requesting technical specifications of the product.

Question 15

A sure way to gain goodwill is for the writer to do a little bit more than he needs to do for his reader. The best way to do this is by:

Accepted Answer

A)  writing concise messages with only the barest essentials. 
B)  being brusque and giving the message a hurried treatment. 
C)  providing blunt responses to negative messages. 
D)  personalizing the message according to the audience. 
E)  using rubber stamps that is relevant to the situation. 
A)  writing concise messages with only the barest essentials. 
B)  being brusque and giving the message a hurried treatment. 
C)  providing blunt responses to negative messages. 
D)  personalizing the message according to the audience. 
E)  using rubber stamps that is relevant to the situation.

Question 16

Detail the three major techniques of emphasizing the positive and de-emphasizing the negative in business messages.

Accepted Answer

Emphasis by position: The beginnings and

Question 17

Which of the following is true about rubber stamps?

Accepted Answer

A)  They are expressions used by habit every time a certain type of situation occurs. 
B)  They are expressions developed to be used in special situations. 
C)  They are expressions created to suit every individual reader. 
D)  They are expressions developed to be specifically used in emails. 
E)  They are expressions created by a writer for personal use in different circumstances. 
A)  They are expressions used by habit every time a certain type of situation occurs. 
B)  They are expressions developed to be used in special situations. 
C)  They are expressions created to suit every individual reader. 
D)  They are expressions developed to be specifically used in emails. 
E)  They are expressions created by a writer for personal use in different circumstances.

Question 18

Which of the following statements has the least level of formality when compared to the other statements?

Accepted Answer

A)  We have made a detailed analysis of the subject. 
B)  Please confirm your attendanceby replying to this message. 
C)  I'll double check with Susan on the matter and keep you posted. 
D)  Ensure that you send the email to the client by 8 P.M. today. 
E)  Thank you, we will get back to you within three working days. 
A)  We have made a detailed analysis of the subject. 
B)  Please confirm your attendanceby replying to this message. 
C)  I'll double check with Susan on the matter and keep you posted. 
D)  Ensure that you send the email to the client by 8 P.M. today. 
E)  Thank you, we will get back to you within three working days.

Question 19

As the middle portion of a message receives major attention, this part carries more emphasis than other parts of the letter.

Accepted Answer

A) True 
 B)False

Question 20

Rubber stamp expressions develop goodwill as they are adapted to different situations.

Accepted Answer

A) True 
 B)False

In writing messages to an individual in an organization, it is preferred to treat the reader as a member of a broad group rather than an individual.

Consider the following statement: "We cannot exchange this item as you have not supplied us with the original purchase invoice." How can this statement be changed such that it avoids putting blame on the reader? List some strategies that ensure a message does not blame a reader.

Writing in a conversational language helps build goodwill.

Which of the following statements best illustrates the you-viewpoint?

Which of the following statements puts the blame on the reader?

Which of the following statements best illustrates the conversational style?

The use of you-viewpoint requires the mandatory use of the word 'you' or 'your.'

Which of the following statements uses the most formal language?

Which of the following is a shortcoming of the you-viewpoint?

Which of the following statements avoids the use of a preachy tone?

Which of the following statements best illustrates the conversational style?

Detail how the use of conversational language helps build goodwill. For a topic of choice, write two statements, one formal and one in conversational style.

A sure way to gain goodwill is for the writer to do a little bit more than he needs to do for his reader. The best way to do this is by:

Detail the three major techniques of emphasizing the positive and de-emphasizing the negative in business messages.

Which of the following is true about rubber stamps?

Which of the following statements has the least level of formality when compared to the other statements?

As the middle portion of a message receives major attention, this part carries more emphasis than other parts of the letter.

Rubber stamp expressions develop goodwill as they are adapted to different situations.

Understanding Workplace Communication

Communicating Across Cultures

Adapting Your Words to Your Readers

Constructing Clear Sentences and Paragraphs

Developing Your Writing Process and Choosing the Best Form

Getting to the Point in Good-News and Neutral Messages

Maintaining Goodwill in Bad-News Messages

Making Your Case With Persuasive Messages and Proposals

Conducting a Winning Job Campaign

Preparing Informative and Influential Business Reports

Choosing the Right Type of Report

Conducting Research for Decision Makers

Using Visuals to Make Your Point

Communicating Effectively in Meetings and Conversations

Delivering Oral Reports and Business Speeches

Leveraging Technology for Better Writing

Conveying Professionalism Through Correctness

Filters

Exam 5: Writing for a Positive Effect

In writing messages to an individual in an organization, it is preferred to treat the reader as a member of a broad group rather than an individual.

Consider the following statement: "We cannot exchange this item as you have not supplied us with the original purchase invoice." How can this statement be changed such that it avoids putting blame on the reader? List some strategies that ensure a message does not blame a reader.

Writing in a conversational language helps build goodwill.

Which of the following statements best illustrates the you-viewpoint?

Which of the following statements puts the blame on the reader?

Which of the following statements best illustrates the conversational style?

The use of you-viewpoint requires the mandatory use of the word 'you' or 'your.'

Which of the following statements uses the most formal language?

Which of the following is a shortcoming of the you-viewpoint?

Which of the following statements avoids the use of a preachy tone?

Which of the following statements best illustrates the conversational style?

Detail how the use of conversational language helps build goodwill. For a topic of choice, write two statements, one formal and one in conversational style.

A sure way to gain goodwill is for the writer to do a little bit more than he needs to do for his reader. The best way to do this is by:

Detail the three major techniques of emphasizing the positive and de-emphasizing the negative in business messages.

Which of the following is true about rubber stamps?

Which of the following statements has the least level of formality when compared to the other statements?

As the middle portion of a message receives major attention, this part carries more emphasis than other parts of the letter.

Rubber stamp expressions develop goodwill as they are adapted to different situations.

Understanding Workplace Communication

Communicating Across Cultures

Adapting Your Words to Your Readers

Constructing Clear Sentences and Paragraphs

Developing Your Writing Process and Choosing the Best Form

Getting to the Point in Good-News and Neutral Messages

Maintaining Goodwill in Bad-News Messages

Making Your Case With Persuasive Messages and Proposals

Conducting a Winning Job Campaign

Preparing Informative and Influential Business Reports

Choosing the Right Type of Report

Conducting Research for Decision Makers

Using Visuals to Make Your Point

Communicating Effectively in Meetings and Conversations

Delivering Oral Reports and Business Speeches

Leveraging Technology for Better Writing

Conveying Professionalism Through Correctness

Filters