Deck 6: Building Positive Relationships Through Communication

Question 1

Although many businesses are less formal than in the past, if you are too informal in your writing, you risk sounding unprofessional.

Answer 1

True

Question 2

Because the center parts of a message receive major attention, this part carries more emphasis than the other parts.

Answer 2

False

Question 3

The we-viewpoint is more effective in building goodwill than the you-viewpoint.

Answer 3

False

Question 4

While a conversational language style is preferable in internal communication, it should be avoided when communicating with people outside of your company.

Question 5

Using the you-viewpoint insures that you are always sincere and avoid manipulation.

Question 6

The best way to make sure a message is courteous is to use standard phrases such as "thank you" and "I appreciate your time."

Question 7

In general, the more space you devote to a point, the more you emphasize it.

Question 8

One practice that can help you avoid discriminatory wording is to avoid masculine and feminine words such as "policeman" and "waitress" when referring to a group that can include both genders.

Question 9

The expression "Let me know if I can be of further assistance" is an example of a rubber stamp.

Question 10

Following Aristotelian ethics means making the choice that will result in the greatest good for the largest number of people.

Question 11

Since positive words are the most effective for achieving desired effects, negative words should not be used in business messages.

Question 12

The you-viewpoint is also called the

A) you-arrogance.
B) you-attitude.
C) you-experience.
D) you-stamp.
E) you-practice.

Question 13

Using the you-viewpoint means thinking beyond the recipients' perspective to consider your goals as a group.

Question 14

You must be honest about your feelings and blame the reader when resolving a problem concerning him or her.

Question 15

A lie of commission is when you purposefully leave out information.

Question 16

"The students of the seventh grade scored well on their math test." This is an example of a discriminatory sentence.

Question 17

Having integrity means that you are true to your ethical principles in all situations.

Question 18

The use of rubber stamps in business messages signals that you have quit thinking about the reader's actual situation.

Question 19

One good way to avoid blaming the reader is to use "you" frequently in your message.

Question 20

A positive message is always ethical.

Question 21

Which of the following sentences handles its subject most positively?

A) We regret to inform you that we cannot hire you at this time.
B) Although we cannot hire you now, we will let you know if there are vacancies in future.
C) Regretfully, we must turn down your request for employment.
D) Unfortunately, we have no job vacancies at this time.
E) Although all of our positions are filled, we will hold your application for a possible future opening.

Question 22

Which of the following sentences is the least formal?

A) We use high quality parts in our products.
B) We use parts of exceptional quality in our products.
C) Our products are made with superior quality components.
D) We use components of incomparable quality in our manufactured goods.
E) Our merchandise is made from the finest quality parts.

Question 23

Which of the followings sentences exhibits the you-viewpoint?

A) Your concerns have been heard, and we will do our best to accommodate you.
B) If you don't get your act together, you'll be formally sanctioned.
C) We are primarily concerned with how this looks to the board.
D) Your idea was ill-conceived and reckless.
E) We have received your order and will ship the parts as soon as they are available.

Question 24

What is the risk of a too-formal style of writing?

A) You may sound cold and impersonal.
B) You may sound unprofessional.
C) You may sound immature or naive.
D) You may sound too knowledgeable.
E) You may sound too conversational.

Question 25

Rubber stamps are expressions that

A) are rarely used except in special situations.
B) effectively convey the writer's concern for the individual recipient.
C) are used out of habit and not adapted to specific situations.
D) help the writer avoid sounding like they are writing a form letter.
E) impress recipients because they are personalized.

Question 26

Which of the following statements risks insulting the reader?

A) You need to complete the energy efficiency report if you want to include it in the proposal.
B) I was happy to hear about Jillian's promotion.
C) Tavis seems upset about something this morning.
D) Do you want to go to lunch after the managers meeting?
E) I need you to update the Clausen file with this new information.

Question 27

In which of the following cases will a less formal style of communication be most appropriate?

A) when communicating with someone at a higher level than you
B) when communicating with someone you know
C) when writing a ceremonial message, such as a commendation or inspirational announcement
D) when writing an official reprimand
E) when writing letters, long reports, or external proposals

Question 28

Why is the following statement potentially insulting to its recipient? "You will want to take advantage of this exciting opportunity before its too late!"

A) It is excessively cold and stiff.
B) It is not formal enough.
C) It uses the you-attitude inappropriately.
D) It tells the recipient how they should feel.
E) It tells the recipient that their time to make a decision is limited.

Question 29

Which of the following statements about the you-viewpoint is true?

A) Using the you-viewpoint means always stating the facts exactly as they are in a neutral tone.
B) The you-viewpoint often makes it difficult for readers to understand how a message applies to them.
C) The you-viewpoint means never using words like I or we.
D) It is possible for the you-viewpoint to be fake and manipulative.
E) Most people dislike receiving business communications using the you-viewpoint.

Question 30

Which of the following best describes conversational language?

A) It is often stiff, but is simple and easy for readers to understand.
B) It is warm, engages the reader, and is easily understood.
C) It conveys the truth in a plain, unemotional way.
D) It is formal and strives to be neutral no matter what the topic.
E) It is appropriate for communication between co-workers, but not between employees and external recipients.

Question 31

Standard expressions of politeness, such as "please," "thank you," and "I'm sorry,"

A) automatically make a message courteous.
B) do not always make the recipient feel understood and appreciated.
C) are necessary to make the recipient feel comfortable and understood.
D) often cause more harm than good.
E) are necessary to convey an author's feelings of goodwill.

Question 32

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

A) I see 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) Your refund has been approved, and your account will be credited with the amount.
D) I am happy to report that your proposal was accepted.
E) We are writing to request your assistance.

Question 33

When should you use a more formal style?

A) when communicating with someone you know well
B) when writing a ceremonial message, such as for an award
C) when sending an email to a co-worker
D) when sending a meeting reminder memo to your assistant
E) when sending a lighthearted birthday message

Question 34

You can help give your documents a courteous effect by

A) refraining from using conversational language.
B) using the we-viewpoint instead of the you-viewpoint.
C) refraining from blaming the reader.
D) preaching to the reader.
E) refraining from personalizing the message for the reader.

Question 35

Which of the following statements about courtesy is true?

A) Courtesy is only necessary in formal writing.
B) Writing with courtesy means including overly polite expressions.
C) Courtesy means writing while keeping in mind what will make the recipient feel understood, appreciated, and comfortable.
D) Rubber stamps are the best way to convey courtesy in writing.
E) Courtesy is not expected by executives, who prefer to get the facts without any niceties.

Question 36

Which of the following statements best illustrates the conversational style?

A) With respect to your query dated 13th November, please 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) This is to acknowledge receipt of your letter dated 7th July.
E) We received your package on Tuesday.

Question 37

An angry customer has emailed Kurtis wanting to know why the custom luggage he ordered three weeks ago hasn't arrived yet. When Kurtis looks up the order, he discovers that the customer never chose the type and color of hardware he wanted. How should Kurtis respond to avoid blaming the customer?

A) If you had read the instructions completely, you would have seen that you needed to complete all choices before work could begin.
B) You didn't bother to pick hardware styles or colors, so there was no way we could complete your order.
C) We are very busy and need to focus on the orders of customers who actually filled out the options form correctly.
D) To complete your order, please use the attached form to choose the style and color of hardware that you prefer.
E) You forgot to choose hardware for your luggage, so we're waiting on you to do that.

Question 38

If you have a negative message to deliver, what should you do?

A) Focus on what you can do.
B) Deliver the message quickly and bluntly to minimize pain.
C) Be sure to spend the majority of the message focusing on the negative to make sure the recipient fully understands.
D) Avoid mentioning the negative news until the very last sentence of the message.
E) Avoid positive language, as it delivers a mixed message.

Question 39

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

A) We have prepared a detailed analysis for the board.
B) Please confirm your attendance by replying to this message.
C) I'll double-check with Samir on the matter and keep you posted.
D) Please ensure that your payment reaches our office by 8 p.m. today.
E) Thank you; we will get back to you within three working days.

Question 40

Which of the following statements about positive words is true?

A) Because positive words work better, negative words should not be used in business communication.
B) Positive wording helps put readers in a receptive frame of mind.
C) Positive words are a form of exaggeration.
D) Positive words often cause readers to doubt the truthfulness of your message.
E) Being positive means simply stating the facts.

Question 41

Being able to admit your mistakes and being true to your ethical principles in any situation are signs of

A) restraint.
B) integrity.
C) credibility.
D) bravery.
E) communication savvy.

Question 42

Which type of sentence puts the most emphasis on its contents?

A) a short, simple sentence
B) a long, detailed sentence
C) a medium sentence with subordination
D) a long sentence with coordination
E) a sentence with a dependent clause and modifying phrase

Question 43

The excessive use of positive emphasis can be unethical because it

A) focuses on the self-centered view of the reader.
B) focuses on the self-centered view of the writer.
C) can cause the reader to overlook an important negative message.
D) de-emphasizes the writer's importance.
E) leads to different interpretations.

Question 44

When delivering negative news, you should

A) use little space on stating the negative point and a lot of space helping the reader receive it as positively as possible.
B) keep the message as brief as possible.
C) not mention the negative information and instead focus on positive news using explanatory, cushioning words.
D) spend a full paragraph delivering the negative news.
E) focus primarily on conveying the negative information as clearly as possible.

Question 45

Words that refer negatively to groups of people because of their gender, race, nationality, sexual orientation, age, disability, or some other trait are

A) rubber stamps.
B) ethical.
C) discriminatory.
D) neutral.
E) stereotypes.

Question 46

Alonso, an event planner for a conference center, receives an email from a potential customer who wants to book the conference center's largest space to host a real estate seminar. Since the space is booked on the date specified by the customer, Alonso needs to turn down the customer's request. Which of the following delivers this message in the most positive manner?

A) This is in reply to your request for one of our conference rooms. I regret to inform you that our largest conference room is booked for your specified date. Would you be interested in booking a space for a different date?
B) I have received your request for our largest conference room. As this is the peak exhibition season, we cannot comply with your request as the room is booked for the date specified. We sincerely hope to be contacted at a later time.
C) I am sorry to inform you that the largest room at the conference center is booked. I have instead sent you a list of the other rooms that are available.
D) Thank you for choosing us. I'm sorry to inform you that the largest conference room is unavailable for the date that you have mentioned. You can still choose from several other dates.
E) Although our largest conference center is booked for the specified date, some slightly smaller spaces are still available. I have attached a document with the specifications and price listings for those rooms.

Question 47

Which of the following sentences is gender-neutral?

A) A teacher is responsible for his students' behavior in class.
B) He was elected as the chairman of the committee.
C) All the freshmen assembled outside the dean's office.
D) You can call a policeman when in need.
E) Please ask the coordinator for directions.

Question 48

Which of the following is an example of a nondiscriminatory sentence?

A) For an American, Kelvin is pretty good at delivering presentations.
B) An employee must place the needs of his customers before his own.
C) Remember that Wallace is a wheelchair user, and be sure to book an accessible room for him at the conference.
D) Natalia belongs to the Millennial Generation, so it's only natural that she spends most of her time online.
E) A group of disabled children will be visiting our facility next week.

Question 49

Less important information can best be de-emphasized in a business message by including it

A) in a short sentence.
B) as a modifying phrase.
C) in a simple sentence.
D) as a main clause.
E) at the start of a paragraph.

Question 50

Which of the following statements about restraint is true?

A) Restraint means being true to your ethical principles in all situations.
B) Restraint means looking the other way when someone does something, even if your ethics mean you disagree.
C) Restraint means figuring out how to steer people in the direction you want them to go.
D) Restraint means taking the time to think before you act.
E) Restraint means omitting details, even if they are important, if you think they could harm your position.

Question 51

Which of the following best defines ethics?

A) It is the study of the principles that guide how people interact and the choices they make.
B) It is the study of discrimination based on the six protected classes.
C) It is the study of how to accentuate the positive and de-emphasize the negative in communication.
D) It is the study of the laws that govern businesses.
E) It is the study of communication and how it impacts the recipient.

Question 52

Which of the following is the most useful way of emphasizing the positive and de-emphasizing the negative in your message?

A) putting more positive points in the beginning
B) putting more positive points in the middle
C) putting more negative points in the beginning
D) putting more negative points in the ending
E) spreading positive and negative points throughout the message

Question 53

Devonee has been tasked with writing a product review, and is required to discuss both the positive and negative features of the product. In order to emphasize the pros and de-emphasize the cons of the product, she should

A) discuss positive points at the beginning and middle of the review, and include negative points at the end.
B) start off with neutral statements and end with negative points.
C) start and end her review with positive points and place the negative points in the middle.
D) start with the negative points and end with the positive points.
E) distribute her coverage of positive and negative points throughout the review.

Question 54

Margaret does landscaping design for businesses. Because of her experience, she always has a general idea of how much something will cost and will share that number with potential clients, but she has an assistant price everything out just to be sure. She has just received her assistant's price quote for an extremely important project, and it is much higher than the amount she told the client. However, she knows that if she introduces the increased price gradually over the course of the project by saying things like "The rental fee on the backhoe was higher than expected" and "That load of rock cost an additional $500 because...," the client will pay for it. When the client asks if her original estimate was accurate, Margaret says yes. This is an example of

A) a lie of omission.
B) a lie of commission.
C) an ethical lie.
D) ethically de-emphasizing the negative.
E) following Aristotelian ethics.

Question 55

If your boss depends on you to have a project done on time, and you choose not to tell him that you are two weeks behind schedule, you are committing

A) discrimination.
B) ethical communication.
C) a lie of commission.
D) a lie of omission.
E) exaggerated emphasis.

Question 56

Anatoly dislikes his job and finds it very boring. Each day when he goes to work, he gets only the most necessary tasks done, then spends the rest of his day reading articles and interacting on social media. Which unethical practice is Anatoly guilty of?

A) undermining his employer
B) playing political games
C) taking advantage of others
D) wasting others' time
E) discrimination

Question 57

Meeka feels like she can trust Victor to always be honest. This is a sign that Victor has

A) a high level of education.
B) a high level of credibility.
C) a low level of integrity.
D) a high level of restraint.
E) a low level of ethics.

Question 58

Which of the following sentences de-emphasizes the negative?

A) I regret to inform you that we have chosen another candidate to fill the position.
B) Although we have chosen to go with another candidate, we would be interested in working with you in the future and will keep your information on file.
C) I'm sorry to inform you that you were not chosen for the position.
D) The position has been filled.
E) Unfortunately, you résumé was lacking in a few key areas, so we have gone with a different candidate.

Question 59

Which of the following sentences uses discriminatory language?

A) Firefighters were immediately called after noticing a fire in the office lobby.
B) A repair technician was called to fix the broken vending machine.
C) The lawyers asked their clients to accept the deal.
D) The Latino manager at the supermarket is always neatly dressed.
E) The secretary stops people from barging into the chairperson's office.

Question 60

Which sentence contains wording that reinforces a stereotype based on age?

A) Their website is such a mess, it must have been designed by a Baby Boomer.
B) Carlita is the youngest attorney to ever work at our firm.
C) After reviewing their advertising ideas, I'm not sure your team is mature enough to work on this campaign.
D) We need someone experienced for this job.
E) Felicity is our senior accountant, but lately she has been forgetting to pay vendors on time.

Question 61

Kantian ethics fails to account for

A) one's moral duty as a member of society.
B) the "What if everybody did it?" test.
C) people who are rational.
D) extenuating circumstances.
E) our duty to act reasonably.

Question 62

Create a brief example illustrating how emphasizing the positive can become unethical.

Question 63

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 to avoid blaming the reader? List some strategies that help you avoid blaming the reader.

Question 64

What does the term "rubber stamps" mean? Why is the use of rubber stamps detrimental to building goodwill with a reader?

Question 65

Which of the following do organizations use to indicate their core values and clarify which behaviors they believe are unethical?

A) a credibility meter
B) a code of conduct
C) a self-restraint code
D) a rubber stamp
E) a code of courtesy

Question 66

List five techniques that enhance courtesy in business messages.

Question 67

Briefly explain the you-viewpoint.

Question 68

Which approach to ethics is focused on achieving the greatest good for the largest number of people?

A) Aristotelian ethics
B) Kantian ethics
C) utilitarian ethics
D) humanitarian ethics
E) coordinating ethics

Question 69

Explain why it is important to choose the right level of formality for a message, and give examples of a situation when you would use a more formal style and a situation when you would use a less formal style.

Question 70

Briefly explain the importance of credibility, integrity, and restraint in the workplace.

Question 71

What are the three major techniques of emphasizing the positive and de-emphasizing the negative in business messages?

Question 72

Albert works for a charity fund. This year the charity has a limited amount of money, and Albert has to choose which project will receive funding. Of the projects he has to chose from, one will help 200 children go to summer camp, a second will build a well that will give clean water to 900 people, a third will give college scholarships to 150 students, a fourth will provide houses to 15 families, and a fifth will provide free daycare to 100 low-income families. If Albert follows the utilitarian philosophy, which project will he choose?

A) The project that will help 200 children go to summer camp.
B) The project that will build a well that will give clean water to 900 people.
C) The project that will give college scholarships to 150 students.
D) The project that will provide houses to 15 families.
E) The project that will provide free daycare to 100 low-income families.

Question 73

Kantian ethics depends on humans being

A) emotional.
B) independent thinkers.
C) rational.
D) curious.
E) brave.

Question 74

Explain the difference between a lie of commission and a lie of omission, and provide an example of each.

Question 75

Which ethical model asks the question "What would a virtuous person do?"

A) Aristotelian
B) Kantian
C) utilitarian
D) coordination
E) virtuous