Question 1

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

Accepted Answer

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 2

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

Accepted Answer

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

Question 3

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

Accepted Answer

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 4

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

Accepted Answer

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 5

A "you" perspective ________.

Accepted Answer

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

Question 6

Save important messages.If your messages are not automatically archived,keep your own records so that you can refer to messages in the future.

Accepted Answer

In a business environment an employee wi...

Question 7

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

Accepted Answer

A)  An outline of alternatives
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 8

Which of the following is a routine announcement?

Accepted Answer

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 9

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

Accepted Answer

A) True 
 B)False

Question 10

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

Accepted Answer

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

Question 11

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

Accepted Answer

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

Question 12

High-context cultures expect longer and more formal letters of appreciation than low-context cultures.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following types of routine messages is used when sending a message to employees with directions on how to fill out a new form?

Accepted Answer

A)  Announcements
B)  Reminders
C)  Instructions
D)  Parallel
E)  Invitation

Question 14

Which type of messages will help to enhance networking skills?

Accepted Answer

A)  For-your-information
B)  Thank-you
C)  Sympathy
D)  Implicit
E)  Persuasive

Question 15

A brief overview at the start of your instructional message ________.

Accepted Answer

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 16

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

Accepted Answer

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

Question 17

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

Accepted Answer

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 18

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

Accepted Answer

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 19

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

Accepted Answer

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 20

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

Accepted Answer

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

Exam 4: Communicating Routine Messages and Building Goodwill

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Save important messages.If your messages are not automatically archived,keep your own records so that you can refer to messages in the future.

Correct AnswerverifiedIn a business environment an employee wi...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following types of routine messages is used when sending a message to employees with directions on how to fill out a new form?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which type of messages will help to enhance networking skills?

Correct AnswerverifiedShow Answer

A brief overview at the start of your instructional message ________.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

A "you" perspective ________.

Correct AnswerverifiedShow Answer

High-context cultures expect longer and more formal letters of appreciation than low-context cultures.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following is a routine announcement?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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In a business environment an employee wi...
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