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Question
Which of the following is true about refusing claims and requests for adjustment?
A) You should always accept responsibility for the negative answer.
B) You must resist the temptation to call the other party dishonest or incompetent.
C) You should clearly point out the customer's mistakes.
D) The direct approach is usually the better choice for this purpose.
E) You should always apologize for the bad news.
Answer
This answer is hidden. It contains 288 characters.
Related questions
Q:
A) theme
B) tagline
C) pull quote
D) boilerplate
E) template
Answer: C
Q:
________ tend to address the overall look and feel of the page or screen, including color palettes and background images.
A) Illustrations
B) Style sheets
C) Boilerplates
D) Style sets
E) Themes
Q:
All the employees of Magus Enterprises are required to have a block of text containing a few standard lines about the company at the bottom of all work emails. This is known as a ________.
A) template
B) boilerplate
C) theme
D) transcript
E) facsimile
Q:
Which of the following statements about the elements of a paragraph is true?
A) A topic sentence need not be related to the general idea of the paragraph.
B) Transitions tie together related points and ease the shift from one distinct thought to
another.
C) The topic sentence provides examples, evidence, and clarification of the general idea.
D) A support sentence need not be related to the general idea of the paragraph, but must be more specific than the topic sentence.
E) A transition provides examples, evidence, and clarification of the general idea.
Q:
Kate has to write an article explaining why a particular candidate for president is, in her opinion, better than another. Which of the following transitional methods is the best option for her to structure the article?
A) additional detail
B) repetition
C) a cause-and-effect relationship
D) contrast
E) condition
Q:
"Jamie and Emma have been very busy recently, so we haven't met them for some time." The transitional element used in this sentence serves to ________.
A) intensify an idea or thought
B) contrast two thoughts
C) compare two ideas
D) provide additional detail
E) establish a cause-and-effect relationship
Q:
Which of the following methods is used when you want to use similarities or differences to develop the main idea in a paragraph?
A) illustration
B) comparison or contrast
C) cause and effect
D) classification
E) repetition
Q:
Words or phrases that connect ideas by showing how one thought is related to another are called ________.
A) clichs
B) jargon
C) transitions
D) buzzwords
E) slang
Q:
________ sentences, usually the first one in the paragraph, give readers a summary of the general idea that will be covered in the rest of the paragraph.
A) Cause-and-effect
B) Transition
C) Topic
D) Support
E) Summary
Q:
Which of the following is a simple sentence?
A) Although John taught James the piano, James is the better player.
B) James plays both the piano and the violin excellently.
C) James plays the piano well, but is not as skilled at the violin.
D) Though he studied the piano with a tutor, James learned the violin on his own.
E) James plays the piano well, but not as well as John.
Q:
David has to send out a press release about a new service his company is introducing. Which of the following must David avoid?
A) modifying his communication style to suit the company image
B) letting his personal views and communication style dominate a message
C) following the communication guidelines set by his company
D) building the company's image among stakeholders
E) putting his company's reputation before his personal style
Q:
A(n) ________ is a statement on your behalf by someone who is accepted by your audience as an expert.
A) qualification
B) buzzword
C) endorsement
D) credential
E) euphemism
Q:
Select the sentence that is bias-free.
A) All salesmen and their wives are invited to the reception.
B) All sales representatives and their wives are invited to the reception.
C) All salesmen and their spouses are invited to the reception.
D) All sales representatives and their guests are invited to the reception.
E) All salesmen and their guests are invited to the reception.
Q:
Which of the following negative effects results from the use of euphemisms?
A) Euphemisms often convey disrespect or rudeness.
B) Negative news is conveyed in a negative way.
C) There is a risk that the truth might be obscured.
D) Euphemisms can trigger negative connotations.
E) Euphemisms usually offend the listener.
Q:
Elena is the director of a retirement home. She is writing a material that will be included in the brochure promoting the home. When referring to the residents of the home, she is careful to use "senior citizens" instead of "old people," to avoid the unpleasant connotations of the word. This is an example of the use of ________.
A) comparison
B) metaphors
C) transitions
D) euphemisms
E) similes
Q:
________ are milder synonyms that are sometimes used in place of strong words to convey meaning without carrying negative connotations.
A) Hyperboles
B) Metaphors
C) Transitions
D) Rhetorics
E) Euphemisms
Q:
List four methods of using transitions to help make paragraphs coherent.
Q:
James Sharp has to write a formal email to Mark Simpson, his manager, explaining that he has to take a few days' leave. He must also send an email to Joan Sanders, his colleague, discussing what has to be done and the tasks that need to be completed during his absence. In what way will the two emails be different? Discuss the differences in tone between the two and how James can achieve this.
Q:
Jargon is an efficient way to communicate within the specific groups that understand these terms.
Q:
Concrete words are far more specific than abstractions.
Q:
Euphemisms are milder synonyms that can express an idea while triggering fewer negative connotations.
Q:
________ is a medium's ability to convey a message through more than one informational cue, facilitate feedback, and establish personal focus.
A) Media richness
B) Media versatility
C) Media synthesis
D) Media scalability
E) Media leanness
Q:
________ are brief printed documents traditionally used for the routine, day-to-day exchange of information within an organization.
A) Proposals
B) Letters
C) Instant messages
D) Mind maps
E) Memos
Q:
Dan needs to explain the new leave policy to the 50 employees in his company. Which of the following will NOT be appropriate for the message?
A) IM
B) email
C) letter
D) memo
E) in-person presentation
Q:
In which of the following methods of communication are privacy and security concerns the highest?
A) electronic
B) visual
C) oral
D) written
E) audio
Q:
Creating audio signals from computer data is known as ________.
A) voice synthesis
B) augmented reality
C) voice over IP
D) Internet telephony
E) voice recognition
Q:
A primary advantage of written media is that they ________.
A) increase control over the message
B) are less expensive
C) allow for immediate feedback
D) are brief and to-the-point
E) allow recipients to ask questions
Q:
________ give people the ability to see, hear, and react to each other, thereby encouraging people to ask questions, make comments, and work together to reach a consensus or decision.
A) Written media
B) Multimedia
C) Oral media
D) Visual media
E) Sensory media
Q:
Which of the following reflects providing pertinent information to the audience?
A) The mathematical formulas in a customer report has failed to include some important data during calculation.
B) A speaker mentions his tips for writing effective reports to business students at a college.
C) The manager did not include a few weekly errors in the monthly accuracy report that goes to the top management of the company.
D) Due to personal problems, an employee sends an email communication for her manager that does not contain all the required information.
E) A popular men's health magazine launches a marketing campaign that provides free samples of a health supplement to everyone at the local mall.
Q:
The term ________ refers to a centralized database that collects the experiences and insights of employees throughout the organization.
A) social-network platform
B) business intelligence system
C) knowledge-management system
D) teleconferencing system
E) workflow-management system