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Q:
To grant a claim when the customer is at fault, discourage future mistakes without insulting the customer.
Q:
The close of routine replies and positive messages should leave things on a neutral or positive note.
Q:
If your routine message is mixed and must convey mildly disappointing information, put the negative portion of your message in a negative context to avoid confusing the reader.
Q:
Readers receiving routine replies and positive messages are generally not expecting it, so use the indirect approach by placing the main idea in the body of the message.
Q:
When requesting an immediate recommendation, do not mention a deadline because it will come across as discourteous.
Q:
Requests for recommendations and references are routine, so you can open your message by clearly stating why the recommendation is required.
Q:
To express goodwill in routine requests, close your message by thanking the reader "in advance" for cooperating.
Q:
When using the body of your message to explain multiple requests, start with the most important request.
Q:
With routine requests, open with buffer statements that gradually build up to the main idea, which is introduced in the body of the message.
Q:
From: [email protected]
To: [email protected]
Sub: Request for product replacement
Dear Customer Service Representative,
I am terribly disappointed at the quality of the product I bought at Kian Furniture. I was shocked when some of the pieces just broke off into my hands during assembly.
Two of the pieces of the bookcase (model no. DA236698) I bought from your store in Decatur, GA, on 6 June, 2011, broke off at the corners when I was trying to screw them together to assemble the furniture. I was using the tools that were enclosed with the product and was following the assembly directions closely. I have attached a scanned copy of the bill for the purchase.
I want my money to be returned at the earliest. I have bought several products from Kian in the past but will not do so again if this matter is not resolved satisfactorily. You can reach me on my cell phone at (456) 123-4567. I look forward to hearing from you by the weekend.
Sincerely,
Roza White Which of the following is a guideline for writing condolence messages?
A) Use formal or poetic phrases.
B) Do not recount humorous anecdotes.
C) Consider mentioning special attributes or resources of the bereaved person.
D) Offer life advice to help the reader face the event.
E) Express shock and dismay through lines such as "He/she was too young to die."
Q:
Which of the following is a strategy for routine replies and positive messages?
A) using the indirect approach
B) placing your main idea in the opening of the message
C) opening with an interesting fact or question
D) avoiding embedding negative information in a positive context
E) introducing your main idea in the body of the message
Q:
As the HR manager at Greenview Insurance, you wish to communicate to a job applicant that he has been selected for the final interview process for the position of Financial Analyst. Which of the following sentences is the best opening line to use when using the direct approach for positive messages?
A) At Greenview Insurance, we believe in hiring people who share our vision of excellence in customer service.
B) We are pleased to inform you that, after much deliberation and an exhaustive review of your qualifications and test results, we have decided to select you from the pool of applicants for the final interview stage for the position of Financial Analyst at Greenview Insurance.
C) This is to let you know that we have carefully considered your qualifications and test results and compared them with those of our other job applicants and have concluded that you should be shortlisted for the final interview process for the position of Financial Analyst at Greenview Insurance.
D) You have been selected for the final interview for the position of Financial Analyst at Greenview Insurance.
E) Did you know that Greenview Insurance has consistently been rated one of the best employers in the financial sector since its inception in 1984?
Q:
In the close of your routine message making claims or requesting actions, you should ________.
A) politely request specific action
B) apologize for the inconvenience caused
C) warn the reader of the consequences of inaction
D) give a complete, specific explanation of the details of the claim
E) clearly express your anger and frustration
Q:
In the body of your routine message making claims or requesting actions, you should ________.
A) clearly express your anger and frustration
B) warn the reader of the consequences of inaction
C) apologize for the inconvenience caused
D) request specific action
E) give a complete and specific explanation of the details
Q:
When making claims or requesting adjustments, you should ________.
A) warn the reader of the consequences of inaction
B) apologize for the inconvenience caused
C) clearly convey your anger and frustration
D) keep your cool, no matter how angry or frustrated you are
E) use the indirect approach
Q:
When making claims or requesting adjustments, you should ________.
A) avoid revealing your contact information
B) use the indirect approach
C) always maintain a professional tone
D) not request specific action; leave that to the reader
E) warn the reader of the consequences of inaction
Q:
Sandra's new laptop is not running some key applications. She sends an email to the company's customer care center explaining the problem. This is an example of a routine request for ________.
A) making a claim
B) information
C) recommendations
D) finalizing a decision
E) adjustment
Q:
You should close a request for immediate recommendation with ________.
A) the full name and address of the person to whom the letter should be sent
B) a complete career summary
C) a sincere apology for the trouble caused
D) a mention of the deadline
E) a statement that triggers the reader's memory of the relationship you had
Q:
The body of a request for recommendations should ________.
A) clearly state the deadline for recommendation
B) include an offer to pay for the service rendered
C) contain a sincere apology for the trouble caused
D) mention the deadline for sending the letter
E) list all the information the recipient would need in order to write the recommendation
Q:
When developing routine requests for recommendations, one should ________.
A) use the direct approach for requests for recommendations
B) avoid stating why the recommendation is required
C) ask the referee to sign the letter
D) offer to pay for the favor
E) avoid pressuring the receiver by mentioning a deadline
Q:
A message sent by an HR manager asking all employees to submit details about overtime performed in the previous quarter is an example of a routine request asking for ________.
A) settlements to claims
B) recommendations
C) adjustments
D) information or action
E) references
Q:
When explaining and justifying multiple requests or questions in the body of your message, you should ________.
A) address all topics in one question
B) offer apologies for any inconvenience caused
C) start with your most important request
D) not assume that your audience will comply
E) avoid asking questions of the reader
Q:
When stating your routine request up front, you should ________.
A) use a demanding tone to ensure compliance
B) assume that your audience will comply
C) avoid spelling out exactly what you want
D) first offer a justification for the request
E) use the phrase "thank you in advance"
Q:
Offer a few suggestions for writing condolence messages.
Q:
Describe the advantages social media releases have over traditional news releases.
Q:
How should you respond to a customer's claim when your company is at fault?
Q:
You have not received a shipment of books that you had ordered from Serengeti, an online book store. The shipment tracker on the website shows that the books have been returned to the company as the address provided was not found. However, the address you provided was correct and you have in the past received several shipments from Serengeti at the same address. Your account has already been debited for the value of the shipment. Draft a message to Serengeti, making a claim and requesting an adjustment.
Q:
What are the points to be kept in mind when developing a message asking for a recommendation?
Q:
Outline an effective strategy for writing routine business requests.
Q:
The content of a news release follows the customary pattern for a positive message: good news followed by details and a positive close.
Q:
To avoid lawsuits, you should omit all negative information from your letters of recommendation.
Q:
When responding to a claim when your company is at fault, you should take or assign personal responsibility for setting matters straight.
Q:
While writing messages making a claim or requesting adjustments, open with a clear and calm statement of the problem along with your request.
Q:
Routine requests do not need to be explained or justified as readers will comply, even if the reason for the request is unclear.
Q:
Roza bought a bookcase from a furniture store two days back. As she was trying to assemble the bookcase, two of the pieces broke off at the corners when being screwed together. Roza developed the following email to make a claim and request an adjustment of the company.
From: [email protected]
To: [email protected]
Sub: Request for product replacement
Dear Customer Service Representative,
I am terribly disappointed at the quality of the product I bought at Kian Furniture. I was shocked when some of the pieces just broke off into my hands during assembly.
Two of the pieces of the bookcase (model no. DA236698) I bought from your store in Decatur, GA, on 6 June, 2011, broke off at the corners when I was trying to screw them together to assemble the furniture. I was using the tools that were enclosed with the product and was following the assembly directions closely. I have attached a scanned copy of the bill for the purchase.
I want my money to be returned at the earliest. I have bought several products from Kian in the past but will not do so again if this matter is not resolved satisfactorily. You can reach me on my cell phone at (456) 123-4567. I look forward to hearing from you by the weekend.
Sincerely,
Roza White Which of the following is a guideline for writing condolence messages?
A) Use formal or poetic phrases.
B) Do not recount humorous anecdotes.
C) Consider mentioning special attributes or resources of the bereaved person.
D) Offer life advice to help the reader face the event.
E) Express shock and dismay through lines such as "He/she was too young to die."
Q:
Which of the following is a guideline for making effective claims or requesting adjustments?
A) Always close with a sincere apology for the inconvenience caused.
B) Clearly convey your anger and frustration through your message.
C) Avoid giving a detailed explanation of your claim in the message.
D) Be prepared to back up your claim with relevant documents.
E) Warn the reader of the consequences of non-compliance.
Q:
When making claims or requesting adjustments, you should open with a(n) ________.
A) apology for the inconvenience caused
B) straightforward statement of the problem
C) neutral buffer statement
D) expression of your anger and frustration
E) complete and specific explanation of the details of the problem
Q:
Zack's dishwasher has broken down several times since he bought it six months ago. Zack writes a letter to the company's customer care center, explaining his problem and requesting that he receive a replacement for the defective product. This is an example of a routine message ________.
A) asking for information
B) requesting recommendations
C) asking for a decision
D) requesting adjustment
E) requesting action
Q:
Which of the following is true about using the various compositional modes for electronic media?
A) When posting status updates, you should actively engage with the audience by posting even the most trivial information that you find interesting.
B) Avoid using phrases such as "for beginners" or "advanced level" in the titles of your tutorials as doing so will alienate readers looking for different learning levels.
C) When writing reference material, organize your material in a way that discourages skimming.
D) Narratives work best when they have an intriguing beginning that piques readers curiosity, a good middle, and an inspiring or instructive ending that gives readers useful information.
E) Teasers are effective ways of generating readers interest and must be used extensively to help your material stand out from the clutter.
Q:
As a compositional mode for electronic communication, ________ intentionally withhold key pieces of information as a way to pull readers or listeners into a story or other document.
A) conversations
B) summaries
C) teasers
D) reference materials
E) critiques
Q:
As a compositional mode for electronic media, ________ help people find their way through an unfamiliar system or subject; they don't give away the key points in the collection of information but rather tell readers where to find those points.
A) critiques
B) summaries
C) narratives
D) teasers
E) orientations
Q:
In response to a request for proposal (RFP) from a company looking to outsource food and beverage services at its office cafeterias, Zoe develops a tender, prints it out, and has it delivered to the company's corporate office. Vivian, on the other hand, sends an electronic copy of her tender. Which of the following statements, if true, would support Zoe's strategy over Vivian's?
A) The final contract decision is made jointly by several people from across departments and offices.
B) The company has indicated in its publicity material that all tenders should be submitted in electronic form and has, thereby, been flooded with a record number of applications.
C) The tender contains confidential information and it must be ensured that the information is not tampered with or changed.
D) The company is a software services firm and most of its employees are college graduates.
E) The contract work does not require an advanced level of technical expertise.
Q:
Which of the following electronic media provides a variety of communication tools including status updates, user comments, and personal profiles?
A) text messaging
B) social networking
C) email
D) instant messaging (IM)
E) VoIP
Q:
Describe four important elements of business blogging.
Q:
William has drafted the following email message to the HR manager of Hi-Tech Systems, enquiring if the company has a position open for Software Developer. Analyze the message and point out errors that will likely reduce the effectiveness of the communication. Redraft the email by following the tips for effective email messages.
From: [email protected]
To: [email protected]
Subject: Need help
Hi Lily,
Thank you for your time. I am a graduate in Computer Engineering from the Sydenham College of Technology, Lawrenceville, GA. I am presently looking for a job as a software developer and am interested in working for Hi-Tech Systems.
I have been following the company for several years now, and IMHO, it is the best place for a fresher in the industry to learn and grow. Hi-Tech Systems has distinguished itself as the company to have filed for the HIGHEST NUMBER OF PATENTS in 2010! It has also been selected as EMPLOYER OF THE YEAR by leading business magazines for four years in a row. I mean, what's not to like?
I passed with honors at Sydenham and received the "MOST PROMISING STUDENT OF THE YEAR" prize at our graduation. I am a good team player and was voted leader of my student team.
PFA my rsum. Please let me know if you have a suitable position open for me.
I hope to hear from you soon.
Regards,
William Chandler
Q:
Describe the use of user-generated content sites and community Q&A sites for business messages.
Q:
List the nine compositional modes for electronic media. Assume that you are a corporate communications executive at D-Max, a large manufacturer and retailer of a wide range of clothing, furniture, and home decor. Which of these modes would you use to outline your company's history on the company website? Would you use the same mode when offering your new summer line of clothing, furniture, and decor on the website? If not, which mode(s) would you use for this purpose? Explain your answer.
Q:
Podcasting can be used to replace existing audio and video messages, such as one-way teleconferences in which a speaker provides information without expecting to engage in conversation with the listeners.
Q:
Podcasting is the process of recording audio or video files and distributing them online via RSS subscriptions.
Q:
Media curation sites allow professionals and consumers with expertise or interest in a particular field to collect and republish material on a particular topic.
Q:
Messages on business-oriented blogs that are designed for large audiences should be carefully scripted and written in a "corporate voice" that is impersonal and objective.
Q:
IM conversations should not be planned; they should be spontaneous and natural.
Q:
Phone-based text messaging has a number of applications in business, including marketing, crisis management, security, and customer service.
Q:
While adapting the three-step writing process to email communication, it is essential to follow the chain of command in your organization during any key planning decision.
Q:
Responding to questions on community Q&A sites can be a great way to build your personal brand and to demonstrate your company's commitment to customer service.
Q:
Conventional promotional efforts and "sale speak" should be used in all of a company's social media conversations to persuade the audience.
Q:
Brand communities are communities of interest that form around a specific product.
Q:
To create successful content on social media, it is best to stick to an informal style of writing with witty headlines and avoid thinking before posting because audiences prefer spontaneous conversational writing.
Q:
Orientations intentionally withhold key pieces of information as a way to pull readers or listeners into a story or other document.
Q:
Electronic media is ideal for conveying nuances in communication.
Q:
As a compositional mode for electronic media, narratives intentionally withhold key pieces of information as a way of pulling readers or listeners into a story or other document.
Q:
When you need permanent, unchangeable, or secure record in business communication, it is ideal to use electronic media.
Q:
Katie owns a small company that offers facility management and housekeeping services to businesses. She writes the following message to the COO of Primus Healthcare, offering the services of her company and asking for an appointment to give a sales presentation.
To: [email protected]
From: [email protected]
Sub: Sales presentation
Hi Harry,
Want to sign on for specialized housekeeping services designed for the unique needs of large hospitals such as yours?
Our company has been providing facility management and housekeeping services to local businesses for more than two years now. The past year has seen us specializing in serving the needs of hospitals and clinics in the area. In fact, two of our key personnel have diplomas in hospital management and are well aware of the specific needs of the industry.
IMHO, your hospital will benefit greatly from switching to Star Services for your housekeeping needs. Our innovative waste management system is guaranteed to cut your costs by at least 25 percent and complies with all safety regulations. What's more, our services are customized to the smallest detail to precisely match your requirements. All this at a rate no higher than what you are paying right now.
Please let me know what time would be good for you to attend a sales presentation detailing our services and special offers. For more information about our range of services and to read customer testimonials, please visit our website.
Ciao!
Katie
Director, Star Services
Office: 678-456-1234
Mobile: 678-123-4567 Which of the following is the last step in the podcasting process?
A) Convert file to MP3 format and save.
B) Distributing files via RSS subscriptions.
C) Create and validate your feed.
D) Click the Record button and start talking.
E) Review your file and edit if needed.
Q:
When writing an email message, you should avoid using ________.
A) a signature file
B) all caps while typing
C) attachments and links
D) traditional grammar and punctuation rules
E) a black font on a white background
Q:
When writing an email message, you should use ________.
A) a signature file to avoid retyping vital information on how to reach you
B) all caps to highlight your main points
C) acronyms like LOL and IMHO for brevity
D) multiple fonts, colors, and type to add visual interest
E) the "return receipt requested" feature for all messages
Q:
When you request information or action through your email, you should ________.
A) wait for the reader to ask for a deadline for the request
B) put your main request in all caps in the opening of the message
C) clearly state what you are asking for
D) not volunteer information about the reasons for your request
E) use the "return receipt requested" feature
Q:
Which of the following is a tip for composing effective email messages?
A) Type in long emails rather than sending long attached documents.
B) Use the "return receipt requested" feature for all messages.
C) Avoid sending long, complex messages via email.
D) Use multiple fonts, colors, and all caps to highlight your main points.
E) Avoid using email signatures since they come across as being impersonal.
Q:
Which of the following is a guideline for completing email messages?
A) Avoid using email signatures since they come across as being impersonal.
B) Use multiple fonts, colors, and all caps to highlight your main points.
C) Revise and proofread your email before you send it out.
D) Include long reports or other complex messages in the body of the email instead of attaching it.
E) Use the "return receipt requested" feature for all messages.
Q:
The subject line of your email should ________.
A) use texting language for brevity
B) include emoticons to express positive emotions
C) use acronyms and abbreviations to facilitate understanding
D) contain no more than two or three words
E) build interest with keywords, quotations, directions, or questions
Q:
Which of the following is true about writing business emails?
A) Use the Reply All function when responding to all group mails.
B) Emails are the best medium for conversational messages.
C) Cc (courtesy copy) your immediate superior every message.
D) Email messages have the same legal weight as printed documents.
E) Limit the length of emails by using texting language and acronyms like LOL and IMHO.
Q:
When planning your business emails, you should ________.
A) use texting language and acronyms like LOL and IMHO
B) "cc" (courtesy copy) your immediate superior on every message
C) use the Reply All function to respond to all group mails
D) respect the chain of command in your company
E) use email as a mode of communication only in technology-related industries
Q:
Which of the following is true about the use of email as a mode of business communication?
A) Emails are a good medium to express particular emotional nuances, positive and negative.
B) The expectations of writing quality for personal email are higher than for business email.
C) Email hygiene refers to all efforts that companies are making to keep email clean and safe.
D) When compared to IM, midsize messages are more difficult to compose and read on email.
E) Email is usually the best choice for brief online conversations.
Q:
________ is/are the primary electronic medium for written messages used by several companies.
A) Instant messaging (IM)
B) Email
C) Text messaging
D) Microblogging
E) Social networking and community participation websites
Q:
When communicating on social networks, you should ________.
A) maintain a consistent compositional mode across all networks and types of messages
B) disable the group feature on social networks to prevent the formation of special-interest groups
C) maintain a consistent personality across all the networks in which you are active
D) stimulate and facilitate new conversations and not join existing ones
E) inject conventional promotional efforts into all social networking conversations
Q:
When communicating on social networks, you should ________.
A) project a subjective personality that changes in your communications to suit individual social networking environments
B) maintain a consistent compositional mode across networks
C) anchor your presence at your own central huba web presence that you own and control
D) inject conventional promotional efforts into all social networking conversations
E) limit the use of the group feature on social networks to create and foster special-interest groups within your networks
Q:
When communicating on social networks, you should ________.
A) use conventional promotional efforts extensively in social networking conversations
B) stimulate and facilitate new conversations instead of joining existing ones
C) change your company's personality to the unique environments of different social networks
D) avoid using the group feature as this will lead to the creation of special-interest groups within your networks
E) choose the best compositional mode for each message, purpose, and network
Q:
In the context of social networking, brand communities are ________.
A) technological barriers created to secure a network from incoming and outgoing traffic
B) groups of individuals who do not realize that they are the target segment in the marketing campaign
C) a group of people that form an interest group around a specific product
D) online journals that are easier to personalize and update than conventional websites
E) groups of individuals who seek and attract a pool of people from which qualified candidates for job vacancies can be chosen.
Q:
AttachED! is an online service that enables individual and organizational members to form connections and share information. It addresses the needs of small scale businesses, industries, and focuses on sales-related communication. AttachED! is an example of a(n) ________.
A) electronic data interchange
B) social network
C) firmware
D) podcast
E) integrated development environment
Q:
Writing for social media requires concise, specific, and informative headlines. Which of the following statements, if true, strengthens the argument?
A) Clever wordplay allow readers to spend time figuring out the message behind witty headlines.
B) For all its technological sophistication, in an important sense social media is really just a new spin on the age-old practice of word-of mouth communication.
C) Withholding information or hiding behind a virtual barricade only invite attack in the "public square" of social media.
D) Consumers and professionals are consuming large numbers of small pieces of information and bypassing larger documents that require more than a few minutes to read.
E) Social media have reduced the amount of control businesses have over the content and process of communication.
Q:
Which of the following is true about creating content for social media?
A) Write informally and include sloppiness, so that readers can relate to your message.
B) Headlines and teasers should focus on clever wordplay.
C) It is best to withhold information and create a virtual barricade to avoid public attack in social media.
D) Ensure control over the messages to discourage conversation.
E) Focus on a feeling of conversation in the social media landscape.