Question 1

When business decisions require delicacy and you would rather leave no record of your communications, the best medium to use is face-to-face conversation.

Accepted Answer

A) True 
 B)False

Question 2

What are some key points to remember while using a pattern to organize messages?

Accepted Answer

The answer of What are some key points to remember...

Question 3

Which of the following strategies will help you manage information efficiently in messages?

Accepted Answer

A)  Place new material in the center of a message. 
B)  Use overviews if a message is short and concise. 
C)  Use multiple paragraphs while answering multiple questions. 
D)  Use color to highlight new information. 
E)  Place crucial information in an attachment.

Question 4

Which of the following is most likely a reason for the decline in the use of voicemail messaging?

Accepted Answer

A)  The use of text messaging has increased so much. 
B)  The tone of the message is not clear in voicemail messages. 
C)  Email is the preferred way to contact someone who cannot be reached by phone. 
D)  Most voicemail systems delete messages too quickly because of storage limits. 
E)  Voicemail messages provide fewer contextual cues than text messages do.

Question 5

Estefani works as a communication executive at a fashion publication in Paris. She has been asked by her editor to prepare a draft on prospective topics for their upcoming winter edition. Estefani wants to search for ideas from fashion websites and email her network of designers to know the current trends for the winter season. Which of the following communication hardware types will satisfy all of Estefani's needs?

Accepted Answer

A)  iPod 
B)  portable media player 
C)  videoconference 
D)  smartphone 
E)  telepresence

Question 6

Positive and informative messages should emphasize benefits when

Accepted Answer

A)  presenting factual information only. 
B)  presenting benefits that may not be obvious. 
C)  the benefits make the audience seem selfish. 
D)  the audience's attitude toward the information is unimportant. 
E)  the audience probably already knows the benefits.

Question 7

Which of the following practices should be used when summarizing a message?

Accepted Answer

A)  Start with the main points and then move on to explaining supporting material. 
B)  Use chronological accounts when summarizing data for external people. 
C)  Build up to the main point of a meeting by giving a step-by-step account of what happened. 
D)  Avoid stating obvious things like the topic of discussion or who attended a meeting. 
E)  Summarize a visit with a client by describing it from your own point of view.

Question 8

While drafting an email, you should

Accepted Answer

A)  use only capital letters in the subject line. 
B)  cover as many topics as possible in one email. 
C)  put the most important information in the last sentence. 
D)  use an overview if the email is more than one screen long. 
E)  always use high priority markers like URGENT in the subject line.

Question 9

Which of the following statements about informative messages is true?

Accepted Answer

A)  They are always lengthy and descriptive in nature. 
B)  They elicit a neutral reaction from the receiver. 
C)  They immediately ask a receiver to undertake action. 
D)  They do not have any persuasive elements in them. 
E)  They have a primary purpose to build a good image of the sender.

Question 10

A way to ensure that an email gets read is to use important information in the subject line.

Accepted Answer

A) True 
 B)False

Question 11

In which of the following situations should phone calls be used as a mode of communication?

Accepted Answer

A)  when you intend to leave a paper trail 
B)  when the tone of voice is important 
C)  when you do not need an immediate response 
D)  when you need to review detailed language in a document 
E)  when you want both visual and aural cues

Question 12

Luisa is an executive assistant at a marketing company and needs to organize an important project meeting in the upcoming week. Although she has made all arrangements well ahead of time, the project manager needs to travel out of town on the day of the scheduled meeting. She needs to find a way to still organize the meeting with the active participation of all members, including the project manager. Which of the following would help Luisa arrange this meeting?

Accepted Answer

A)  smartphone 
B)  mp3 player 
C)  videoconference 
D)  portable media player 
E)  iPod

Question 13

Emails are commonly used to

Accepted Answer

A)  avoid leaving behind a paper trail. 
B)  ensure readers respond immediately. 
C)  solve a problem when time is crucial. 
D)  undertake controversial activities. 
E)  save time and money.

Question 14

Which of the following strategies will make a response to a customer complaint more positive?

Accepted Answer

A)  Grant a customer's request for a benefit in the last sentence of a message. 
B)  Talk about your own process in making the decision related to the message. 
C)  Give a reason for the original mistake even if it does not give credit to a company. 
D)  Show that you are listening and want to resolve the problem. 
E)  Respond grudgingly if a customer's request is impractical and demanding.

Question 15

Which of the following is a function of telepresence?

Accepted Answer

A)  It creates virtual meetings that are almost lifelike. 
B)  It allows users to conduct word processing. 
C)  It facilitates sending and receiving of emails. 
D)  It helps users make telephone calls. 
E)  It facilitates access to a range of websites.

Question 16

Which of the following statements about using humor in business communications is true?

Accepted Answer

A)  There should be no restraints while using humor to convey informative messages. 
B)  It should be completely avoided, as it always makes a message seem less important. 
C)  Sexual and religious humor should be avoided, but political humor can be used. 
D)  It can be directed at specific people if they never get to see the message. 
E)  It can help increase the chances that a message is read or heard.

Question 17

A lengthy post concerning updated company policies would be most appropriate to include on which media platform?

Accepted Answer

A)  Company website 
B)  Facebook 
C)  Instagram 
D)  Linked In 
E)  Twitter

Question 18

Which of the following statements about using stories in informative messages is true?

Accepted Answer

A)  They help people to remember information but not understand it. 
B)  They are time consuming and should be avoided. 
C)  They are usually detailed and one to two pages long. 
D)  They enable people to put facts in context. 
E)  They are fiction but not narratives.

Question 19

An informative message has the primary purpose of de-emphasizing any negative elements.

Accepted Answer

A) True 
 B)False

Question 20

Phone calls are a better choice than face-to-face visits when a business requires negotiation or a dialogue.

Accepted Answer

A) True 
 B)False

Exam 8: Sharing Informative and Positive Messages With Appropriate Technology

When business decisions require delicacy and you would rather leave no record of your communications, the best medium to use is face-to-face conversation.

What are some key points to remember while using a pattern to organize messages?

Which of the following strategies will help you manage information efficiently in messages?

Which of the following is most likely a reason for the decline in the use of voicemail messaging?

Positive and informative messages should emphasize benefits when

Which of the following practices should be used when summarizing a message?

While drafting an email, you should

Which of the following statements about informative messages is true?

A way to ensure that an email gets read is to use important information in the subject line.

In which of the following situations should phone calls be used as a mode of communication?

Emails are commonly used to

Which of the following strategies will make a response to a customer complaint more positive?

Which of the following is a function of telepresence?

Which of the following statements about using humor in business communications is true?

A lengthy post concerning updated company policies would be most appropriate to include on which media platform?

Which of the following statements about using stories in informative messages is true?

An informative message has the primary purpose of de-emphasizing any negative elements.

Phone calls are a better choice than face-to-face visits when a business requires negotiation or a dialogue.