Deck 4: Communicating Routine Messages and Building Goodwill

Question 1

Which of the following would encourage the more positive response to a routine message?

A) A request implied in a communication about an unrelated topic
B) A request made by letter
C) A request made at a group meeting
D) A request made using email
E) A request made in person

Answer 1

E

Question 2

A "you" perspective ________.

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

Answer 2

C

Question 3

The indirect approach ________ when compared to the direct approach.

A) is the better choice for most requests
B) includes a request at the beginning of the message
C) is easier to understand
D) is more time-consuming for your audience to process
E) is impolite

Answer 3

D

Question 4

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

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 5

When making a claim by using online customer support,what information should be provided first?

A) Name and contact information
B) Statement of good will
C) A list of product defects
D) Reason for writing
E) Where item was bought and price

Question 6

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

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 7

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

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

Question 8

What is the advantage of writing with a "you" perspective?

A) A "you" perspective ensures that the writer includes all important detail
B) A "you" perspective is shorter, and therefore easier to produce
C) A "you" perspective quickly identifies what the writer wants
D) A "you" perspective allows the writer to organize the message based on his or her own thought process
E) A "you" perspective motivates your audience to respond positively

Question 9

The direct approach is more likely to ________ when compared to the indirect approach.

A) be difficult to understand
B) include a request at the end of the message
C) be the better choice for most requests
D) take more time to get to the point
E) get to the point slowly

Question 10

If your audience will not understand your request without knowing the context,what type of organization should be used?

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

Question 11

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

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 12

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

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 13

In addition to an expression of gratitude,what is a typical element found at the end of a routine request?

A) An outline of alternative
B) An indication of consequences if the request is not fulfilled
C) An indication of how to reach the writer
D) A call for action
E) A reminder of reasons why the request should be granted

Question 14

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

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

Question 15

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

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

Question 16

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

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

Question 17

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

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

Question 18

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

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 19

Which of the following is an external benefit of using the "you" perspective?

A) Less work for your audience
B) Increased professional recognition for your audience
C) Financial gains for your audience
D) Positive effects on people your audience cares about
E) Conditions that allow your audience to get their work done

Question 20

Routine business messages ________.

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 21

Which of the following is considered to be a routine message?

A) Replying to a client that you will not have their project completed on time
B) Requesting an employee to minimize the use of cellphone in office hours
C) Instructing employees on filling out a new form
D) Announcing that next Saturday will be a working day
E) Requesting the team to not apply for any leaves for a month

Question 22

Business use of instant messaging (IM)________.

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 23

According to the Inc.website,what percentage of business professionals use texting for business?

A) 37
B) 47
C) 57
D) 67
E) 77

Question 24

Which of the following represents the three part formula for responding positively to a claim using social media?

A) Understanding, apology, and solution
B) Identification, resolution, and apology
C) Apology, blame, and dismissal
D) Defense, plan of action, and follow up
E) Tweeting, wall posts, and rating alterations

Question 25

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

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

Question 26

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

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 27

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

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 28

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

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 29

An expression of gratitude ________.

A) is the only element you should include in the closing of a request
B) is nice but not necessary at the end of short requests
C) should never be just a simple "thanks"
D) must always be an elaborate and effusive declaration
E) is typically included at the end of the request

Question 30

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

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

Question 31

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

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

Question 32

A message that gives the writer the opportunity to establish or sustain a positive relationship with the audience is a(n)_____ message.

A) implicit
B) indirect
C) goodwill
D) direct
E) persuasive

Question 33

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

A) Providing reasons for writing
B) Deciding between a direct and an indirect format
C) Determining word choices based on the "you" perspective
D) By listing the questions or requests
E) By determining how the communication should be sent

Question 34

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

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

Question 35

When a company decides to satisfy a customer claim for a refund,exchange,or repair,________.

A) a well-written response gains nothing for the company
B) the business has an opportunity to create goodwill
C) the company should make it sound as if they're doing the customer a favor
D) it must avoid beginning its message with a positive response
E) the company should always apologize first

Question 36

_____ business messages may include procedural information or instructions.

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

Question 37

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

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

Question 38

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

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 39

A public notice is often referred to as what?

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

Question 40

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

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 41

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

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 42

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

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 43

Thank-you messages ________.

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 44

In today's digital age,handwritten thank-you notes ________.

A) are inappropriate
B) signal a resistance to new forms of technology and social media
C) convey a more meaningful expression of gratitude
D) mean less to the recipient than a post on Facebook
E) are more common than ever

Question 45

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

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

Question 46

How can bcc (blind carbon copy)be used effectively?

A) When the writer wants the recipient to focus on content, not a lengthy list of other recipients
B) When asking the recipient to share information with unknown recipients
C) When sharing information with parties who might be interested in insider information
D) When you wish to be included in follow-up email exchanges
E) When you wish to put the recipient at a disadvantage with others

Question 47

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

A) Announcements
B) Confirmations
C) Goodwill messages
D) Condolences
E) Claims

Question 48

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

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 49

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

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 50

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

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

Question 51

Which of the following is most likely to be used by a company for making announcements to all of its employees?

A) Company website
B) Staff meeting
C) Blog
D) Company newspaper
E) Social networking site)

Question 52

Which of the following is a routine announcement?

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 53

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

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 54

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

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 55

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

A) Thank-you messages
B) Congratulatory messages
C) Condolences
D) "For-your-information" messages
E) Confirmation messages

Question 56

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

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 57

To make it easy for an audience to follow instructions,________.

A) put the directions at the start of your message
B) use bullets instead of numbers if the sequence or order of steps is important
C) include only one action per step
D) identify the condition at the end of each step if an instruction is conditional
E) place the explanation before the action if a step requires explanation

Question 58

A brief overview at the start of your instructional 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 59

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

A) announcement
B) confirmation
C) goodwill message
D) condolence
E) claim

Question 60

Which of the following is an example of a confirmation?

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 61

A text message should always include a salutation.

Question 62

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

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 63

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

Question 64

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

Question 65

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

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 66

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

Question 67

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

Question 68

When sending text message to a coworker,you should not expect a quick response.

Question 69

Which type of messages will help to enhance networking skills?

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

Question 70

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

Question 71

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

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 72

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

Question 73

If your message includes a question which is likely to confuse your audience,use the direct organizational approach.

Question 74

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

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 75

A members-only website that allows users to interact and connect with each other is an example of a(n)_____.

A) online message board
B) blog
C) social networking site
D) crowdsourcing site
E) media sharing site

Question 76

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

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

Question 77

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

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 78

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

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

Question 79

Sympathy messages ________.

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 80

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