Question 1

Which of the following statements best illustrates the conversational style?

Accepted Answer

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. 
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 2

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

Accepted Answer

A) True 
 B)False

Question 3

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?

Accepted Answer

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. 
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 4

Briefly explain the you-viewpoint.

Accepted Answer

Answers should note that the you-viewpoi

Question 5

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?

Accepted Answer

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

Question 6

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

Accepted Answer

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. 
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 7

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?

Accepted Answer

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. 
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 8

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

Accepted Answer

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

Question 9

When should you use a more formal style?

Accepted Answer

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 
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 10

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

Accepted Answer

Rubber stamps are expressions used by ha

Question 11

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

Accepted Answer

A) True 
 B)False

Question 12

Kantian ethics depends on humans being

Accepted Answer

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

Question 13

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

Accepted Answer

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

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

Which of the following sentences is the least formal?

Accepted Answer

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. 
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 16

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

Accepted Answer

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. 
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 17

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

Accepted Answer

A) True 
 B)False

Question 18

The excessive use of positive emphasis can be unethical because it

Accepted Answer

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. 
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 19

Which of the following sentences uses discriminatory language?

Accepted Answer

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. 
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 20

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

Accepted Answer

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. 
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.

Which of the following statements best illustrates the conversational style?

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

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?

Briefly explain the you-viewpoint.

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?

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

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

When should you use a more formal style?

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

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

Kantian ethics depends on humans being

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

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

Which of the following sentences is the least formal?

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

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

The excessive use of positive emphasis can be unethical because it

Which of the following sentences uses discriminatory language?

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

Communicating in the Workplace

Writing Effectively for Your Audience, Purpose, and Medium

Designing Documents With Visual Appeal

Communicating With Visuals

Crafting Effective Sentences and Paragraphs

Communicating Across Cultures

Writing Good-News and Neutral Messages

Writing Bad-News Messages

Writing Persuasive Messages and Proposals

Researching Writing Reports

Creating the Right Type of Report

Delivering Business Presentations and Speeches

Putting Interpersonal Communication Skills to Work in Conversations and Meetings

Communicating in the Job Search

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Exam 6: Building Positive Relationships Through Communication

Which of the following statements best illustrates the conversational style?

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

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?

Briefly explain the you-viewpoint.

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?

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

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

When should you use a more formal style?

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

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

Kantian ethics depends on humans being

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

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

Which of the following sentences is the least formal?

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

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

The excessive use of positive emphasis can be unethical because it

Which of the following sentences uses discriminatory language?

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

Communicating in the Workplace

Writing Effectively for Your Audience, Purpose, and Medium

Designing Documents With Visual Appeal

Communicating With Visuals

Crafting Effective Sentences and Paragraphs

Communicating Across Cultures

Writing Good-News and Neutral Messages

Writing Bad-News Messages

Writing Persuasive Messages and Proposals

Researching Writing Reports

Creating the Right Type of Report

Delivering Business Presentations and Speeches

Putting Interpersonal Communication Skills to Work in Conversations and Meetings

Communicating in the Job Search

Filters