Question 1

What is the most accurate statement about sending goodwill messages e via e-mail?

Accepted Answer

A) In today's digital age,all goodwill messages should be sent via e-mail. 
B) If you frequently communicate with the receiver by e-mail and if you are sure your note will not get lost,then sending an e-mail goodwill message is acceptable. 
C) Although other goodwill messages can be sent via e-mail,sympathy messages should never be sent this way. 
D) You should never send goodwill messages via e-mail. 
A) In today's digital age,all goodwill messages should be sent via e-mail. 
B) If you frequently communicate with the receiver by e-mail and if you are sure your note will not get lost,then sending an e-mail goodwill message is acceptable. 
C) Although other goodwill messages can be sent via e-mail,sympathy messages should never be sent this way. 
D) You should never send goodwill messages via e-mail.

Question 2

Which of the following is a command disguised as a polite request?

Accepted Answer

A) I need your sales data by tomorrow. 
B) Will you please send my order by USPS Priority Mail. 
C) Can you meet this month's deadline? 
D) Did you bring a copy of the report to today's meeting? 
A) I need your sales data by tomorrow. 
B) Will you please send my order by USPS Priority Mail. 
C) Can you meet this month's deadline? 
D) Did you bring a copy of the report to today's meeting?

Question 3

What is the most accurate statement about apologizing in an adjustment message?

Accepted Answer

A) If you apologize,use a standard phrase such as We apologize for any inconvenience we may have caused. 
B) Apologies should be avoided because they are counterproductive. 
C) People like to hear apologies.It raises their self-esteem,shows the humility of the writer,and acts as a form of "psychological compensation." 
D) Never apologize in an adjustment message because doing so will set you up for a lawsuit. 
A) If you apologize,use a standard phrase such as We apologize for any inconvenience we may have caused. 
B) Apologies should be avoided because they are counterproductive. 
C) People like to hear apologies.It raises their self-esteem,shows the humility of the writer,and acts as a form of "psychological compensation." 
D) Never apologize in an adjustment message because doing so will set you up for a lawsuit.

Question 4

What is the best advice for writing the body of a routine request message?

Accepted Answer

A) Avoid using graphic devices such as lists or headings because they might confuse the reader. 
B) Remember that the quality of the information obtained from the request depends on the clarity of your inquiry. 
C) Make sure that the body is no longer than one paragraph. 
D) Use the reader's name several times in the body to personalize your message. 
A) Avoid using graphic devices such as lists or headings because they might confuse the reader. 
B) Remember that the quality of the information obtained from the request depends on the clarity of your inquiry. 
C) Make sure that the body is no longer than one paragraph. 
D) Use the reader's name several times in the body to personalize your message.

Question 5

Which of the following is the best statement to include in a goodwill message?

Accepted Answer

A) You must be so excited.I remember how I felt when I finally earned my master's degree. 
B) Wow,you finished your master's.Awesome! 
C) Good luck in the future. 
D) Warmest congratulations on earning your MBA.Your hard work will certainly pay off for you. 
A) You must be so excited.I remember how I felt when I finally earned my master's degree. 
B) Wow,you finished your master's.Awesome! 
C) Good luck in the future. 
D) Warmest congratulations on earning your MBA.Your hard work will certainly pay off for you.

Question 6

In the workplace,most messages are positive or neutral and,therefore,direct.

Accepted Answer

A) True 
 B)False

Question 7

Diana is in charge of telling employees about a new procedure for submitting expense claims.Many of her employees do not have access to company e-mail.What communication channel should she use?

Accepted Answer

A) Text message 
B) Memo 
C) Phone call 
D) Letter 
A) Text message 
B) Memo 
C) Phone call 
D) Letter

Question 8

Which of the following instructions is in the imperative (command)mood?

Accepted Answer

A) Your report should be submitted by Friday. 
B) The fourth step involves rebooting your computer. 
C) Sign and date the agreement. 
D) All of these choices are in the imperative mood. 
A) Your report should be submitted by Friday. 
B) The fourth step involves rebooting your computer. 
C) Sign and date the agreement. 
D) All of these choices are in the imperative mood.

Question 9

In writing adjustment messages to customers,your goal should be to ________.

Accepted Answer

A) rectify a wrong,if one exists 
B) regain the confidence of the customer 
C) promote future business 
D) accomplish all of these 
A) rectify a wrong,if one exists 
B) regain the confidence of the customer 
C) promote future business 
D) accomplish all of these

Question 10

Will has decided to write a letter to a local law firm to ask about summer internship opportunities.What should he do first?

Accepted Answer

A) Prepare the rough draft. 
B) Look up the company's address. 
C) Decide how he will encourage feedback. 
D) Analyze the purpose of the letter and the reader. 
A) Prepare the rough draft. 
B) Look up the company's address. 
C) Decide how he will encourage feedback. 
D) Analyze the purpose of the letter and the reader.

Question 11

Thank you in advance for your cooperation is an effective way to show appreciation in a request letter.

Accepted Answer

A) True 
 B)False

Question 12

Commercial,preprinted sympathy cards are the most effective for expressing condolences.

Accepted Answer

A) True 
 B)False

Question 13

You might want to avoid beginning with Will you please ...because,although such a statement sounds like a question,it is actually a disguised _________.

Accepted Answer

The answer of You might want to avoid beginning with...

Question 14

Because customers are already upset,the language of adjustment messages should be particularly ________.

Accepted Answer

A) adamant 
B) ​sensitive 
C) negative 
D) ​vague 
A) adamant 
B) ​sensitive 
C) negative 
D) ​vague

Question 15

Although e-mail is effective for both internal and external communication,many important messages still call for letters.Identify the four situations calling for business letters and describe a work-related example of each of these situations.

Accepted Answer

Student answers will vary. 
Business let

What is the most accurate statement about sending goodwill messages e via e-mail?

Which of the following is a command disguised as a polite request?

What is the most accurate statement about apologizing in an adjustment message?

What is the best advice for writing the body of a routine request message?

Which of the following is the best statement to include in a goodwill message?

In the workplace,most messages are positive or neutral and,therefore,direct.

Diana is in charge of telling employees about a new procedure for submitting expense claims.Many of her employees do not have access to company e-mail.What communication channel should she use?

Which of the following instructions is in the imperative (command)mood?

In writing adjustment messages to customers,your goal should be to ________.

Will has decided to write a letter to a local law firm to ask about summer internship opportunities.What should he do first?

Thank you in advance for your cooperation is an effective way to show appreciation in a request letter.

Commercial,preprinted sympathy cards are the most effective for expressing condolences.

You might want to avoid beginning with Will you please ...because,although such a statement sounds like a question,it is actually a disguised _________.

Because customers are already upset,the language of adjustment messages should be particularly ________.

Although e-mail is effective for both internal and external communication,many important messages still call for letters.Identify the four situations calling for business letters and describe a work-related example of each of these situations.

Business Communication in the Digital Age

Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette Skills

Intercultural Communication

Planning Business Messages

Organizing and Writing Business Messages

Revising Business Messages

Electronic Messages and Digital Media

Negative Messages

Persuasive and Sales Messages

Report and Research Basics

Informal Business Reports

Proposals, Business Plans, and Formal Business Reports

Business Presentations

The Job Search, Résumés, and Cover Letters

Interviewing and Following Up

Filters

Exam 8: Positive Messages

What is the most accurate statement about sending goodwill messages e via e-mail?

Which of the following is a command disguised as a polite request?

What is the most accurate statement about apologizing in an adjustment message?

What is the best advice for writing the body of a routine request message?

Which of the following is the best statement to include in a goodwill message?

In the workplace,most messages are positive or neutral and,therefore,direct.

Diana is in charge of telling employees about a new procedure for submitting expense claims.Many of her employees do not have access to company e-mail.What communication channel should she use?

Which of the following instructions is in the imperative (command)mood?

In writing adjustment messages to customers,your goal should be to ________.

Will has decided to write a letter to a local law firm to ask about summer internship opportunities.What should he do first?

Thank you in advance for your cooperation is an effective way to show appreciation in a request letter.

Commercial,preprinted sympathy cards are the most effective for expressing condolences.

You might want to avoid beginning with Will you please ...because,although such a statement sounds like a question,it is actually a disguised _________.

Because customers are already upset,the language of adjustment messages should be particularly ________.

Although e-mail is effective for both internal and external communication,many important messages still call for letters.Identify the four situations calling for business letters and describe a work-related example of each of these situations.

Business Communication in the Digital Age

Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette Skills

Intercultural Communication

Planning Business Messages

Organizing and Writing Business Messages

Revising Business Messages

Electronic Messages and Digital Media

Negative Messages

Persuasive and Sales Messages

Report and Research Basics

Informal Business Reports

Proposals, Business Plans, and Formal Business Reports

Business Presentations

The Job Search, Résumés, and Cover Letters

Interviewing and Following Up

Filters