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Q:
Kayla needs to write an internal-operational message explaining a policy change for the completion of travel reimbursement forms. The most appropriate way of presenting this information is _____.
A. in a casual internal-operational message
B. in a moderately formal internal-operational message
C. in a formal internal-operational message
D. either in a casual or an informal internal-operational message
E. either in a casual or a moderately formal external-operational message
Q:
Which of the following makes a good buffer for a negative message?
A. Putting the reader in a less positive frame of mind
B. Stating a specific principle
C. Starting with the bad news
D. Implying a positive
E. Thanking the reader for something he or she has done
Q:
Which of the following is true about internal-operational messages?
A. These are formal messages sent from employees of an organization to outsiders.
B. These are messages developed by a business to communicate effectively with its clients.
C. These are casual exchanges between the employees of an organization with those of another organization.
D. The documents uploaded on the internet cannot be classified as internal-operational messages.
E. The formality of such communication ranges from casual to moderately formal to formal.
Q:
Which of the following should be followed when granting an adjustment?
A. You should avoid admitting that it was your company's fault.
B. You should explain what is being done to correct the situation.
C. You should use negative words to describe what went wrong.
D. You should make the customer's complaint the focus of your message.
E. You should include an apology at the end of the message.
Q:
Which of the following must be true of a buffer for it to be effective?
A. It should put the reader in a negative frame of mind to accept the bad news.
B. It should convey the bad news explicitly in the beginning of a message.
C. It should convey bad news to a reader ambiguously to avoid antagonizing him or her.
D. It should provide a smooth, natural transition to the body of the letter.
E. It should convert bad news into good news through persuasion.
Q:
Which of the following guidelines should be followed when granting an adjustment?
A. You should avoid using reader-centered language.
B. You should reiterate that it was not your company's fault.
C. You should use negative words if the reader has accused you or your company.
D. You should avoid language that makes the customer's complaint the focus of your message.
E. You should use the we-viewpoint in writing your message.
Q:
Which of the following parts of a negative message allows you to delay the negative with the help of a neutral or positive statement?
A. Subject line
B. Buffer
C. Reason
D. Alternative
E. Ending
Q:
A negative _____ in a message should be used when you feel that the reader may ignore what could seem like a routine message.
A. body
B. illustration
C. subject line
D. conclusion
E. summary
Q:
Which of the following guidelines should be followed when granting an adjustment?
A. You should use negative words if the reader has blamed you or your company for the problem.
B. You should reiterate that it was not your company's fault.
C. You should ask the reader to look beyond the company's faults.
D. You should try to regain any confidence that the reader may have lost from the experience.
E. You should avoid using reader-centered language.
Q:
Estefani is an HR manager at a bank in Exodia, a developing country. She is organizing a 500m marathon for the bank's customers and employees. The funds from this event will contribute to a project for the education of underprivileged children. However, the event is just a week away and the participation has been extremely low. This may cause the bank to cancel the event. Estefani needs to inform her manager about the low participation, so that he can take an immediate decision on it. Which of the following would be the best subject line for Estefani's e-mail?
A. Status of the Exodia Marathon Event
B. Low participation for Exodia Marathon Event
C. Update on the Exodia Marathon Event
D. Details: Exodia Marathon Event
E. Urgent: Marathon Update for your Reference
Q:
Which of the following should be included in the body of a direct claim?
A. A statement that indirectly places the blame on the reader
B. A direct statement accusing the reader of unprofessional behavior
C. A statement with words such as "disappointment" and "complaint" that best reflects your emotions
D. A paragraph of explanation to help your reader understand your requirements
E. A statement implying that your long-standing business relationship with the company has now soured
Q:
Which of the following is an ideal opening for a direct claim?
A. Unfortunately, you shipped only three laptops instead of the five we ordered.
B. Please adjust invoice 3459 to show that we ordered six office chairs, not seven.
C. Imagine our disappointment when we received our order and discovered three broken glasses.
D. On November 1, our team met and decided it was time to upgrade the phones for our field representatives.
E. You shipped us three iPads that didn't work, and you shipped them later than you promised.
Q:
Which of the following should you do while creating a subject line for a negative message?
A. Use a generic subject line when readers may ignore the message.
B. Use a negative subject line when the reader needs the information to make a decision.
C. Use a neutral subject line in order to ensure that the reader reads the message.
D. Use an ambiguous subject line when the reader needs to make a decision.
E. Use a buffer in the subject line so that it stands out and draws the reader's attention.
Q:
Which of the following claim messages presents its content in the most appropriate manner?
A. It was highly disappointing that our order was not fulfilled as per your SLA.
B. I have been a long-standing customer, and I'm not happy with your service.
C. I expected your company to be more professional than the others I've dealt with.
D. Please replace the broken product by tomorrow.
E. I am not happy about receiving the wrong product. I wish you would be more careful.
Q:
April needs to let her supervisor know that she will not be able to make her presentation to a client on the scheduled date. Before sending the message, she considers the severity of the message, the degree of surprise the supervisor will experience, her corporate culture, and her relationship with the supervisor. In this scenario, April is most likely considering these factors in order to:
A. identify a language in which to deliver the bad news.
B. decide whether or not she should deliver the bad news at all.
C. determine the level of honesty she should include in the bad news.
D. determine who she can recommend to make the presentation instead of her.
E. choose a channel for delivering the bad news.
Q:
Adella is a campaign manager at a not-for-profit organization. She notices that one of her subordinates, Mary has not achieved any of her objectives for an ongoing campaign. After speaking to the other campaign managers, Adella discovers that Mary has not achieved her objectives for some other projects as well. After her discussion with the HR department, Adella decides that Mary should be terminated. In which of the following ways should Adella convey this news to Mary?
A. Adella should send Mary an e-mail telling her that she has been terminated.
B. Adella should send Mary a text message informing her that she must not resume work the next day.
C. Adella should present the reasons for Mary's termination ambiguously to avoid offending her.
D. Adella should deliver this news to Mary in person instead of through e-mail or phone.
E. Adella should present the news in such a way that it comes as a surprise to Mary.
Q:
Which of the following sentences is appropriate to be used in a claim message?
A. It was highly disappointing that we received a broken product.
B. I have been a long-standing customer, and I'm not happy with your service.
C. I expect your company to be more professional in handling my orders.
D. Please send us a replacement by January 1.
E. I am not satisfied with the goods I've received and want them to be replaced ASAP.
Q:
Most claim messages are written using the indirect approach because they _____.
A. are about routine circumstances
B. involve unhappy news
C. require the writer to begin the message with negative news
D. require the writer to use the we-viewpoint in framing the message
E. are framed using standardized templates and do not depend on the audience
Q:
When receiving criticism from a supervisor, which of the following actions will help you judge the quality of the criticism?
A. Focusing on your response
B. Expressing your resentment
C. Ignoring the criticism
D. Asking questions
E. Criticizing the supervisor
Q:
In the context of order acknowledgements, which of the following illustrates the most positive way of handling a vague order?
A. You failed to mention the number of chairs that you need.
B. The expected delivery date was not mentioned in your order.
C. You did not specify the details of the requested products.
D. If you had specified the exact make, we would've shipped your order immediately.
E. Once you let us know which of the two models you would like, we will send it to you immediately.
Q:
Which of the following actions is recommended when dealing with criticism?
A. Focus on your response, not on the criticism.
B. Ask questions to show that you are listening.
C. Ignore criticism that seems off base.
D. Express your anger honestly.
E. Clarify the misunderstanding, but do not make any changes.
Q:
Which of the following illustrates the most positive way of explaining a shipping delay?
A. Your order of 65 EZ staplers will not be shipped until June 12 due to production delay.
B. Due to unforeseen circumstances, we are unable to ship your order.
C. Because we aren't producing EZ staplers right now, you will receive your order sometime around mid-June.
D. We cannot ship the EZ staplers you had asked for, because production does not resume until June 1.
E. Production of EZ staplers resumes on June 1; your order of 65 EZ staplers will arrive on June 12.
Q:
Ann has been called into an unplanned meeting with her supervisor, who wants to give her feedback on her recent project. During the meeting, Ann's supervisor criticizes her style of working and her inability to focus on her tasks. Which of the following should Ann do to deal with the criticism effectively?
A. She should focus on her response instead of on the criticism.
B. She should attempt to determine the accuracy of the criticism.
C. She should express her true feelings about the criticism.
D. She should clarify her stance and then forget about the criticism.
E. She should avoid asking any questions as this will encourage further criticism.
Q:
Which of the following guidelines should be followed when writing order acknowledgement messages?
A. Begin the message with bad news if there is any.
B. Focus on the delay of an order and emphasize that it is your company's fault.
C. Include information about new products, services, or opportunities for the reader.
D. Refrain from mentioning a delay if it is due to unexpected reasons.
E. Avoid wasting time in building goodwill and stick to the main point.
Q:
Which of the following ways is the right way to deal with criticism?
A. Focus more on your response than the criticism.
B. Listen carefully even if you don't value the person.
C. Defend yourself, but do not express anger.
D. Accept the criticism without asking questions.
E. Consider it as a misunderstanding if it cannot be clarified and let it go.
Q:
Which of the following guidelines should be followed when writing an order acknowledgement message?
A. Begin with the news of the goods being shipped.
B. Use the we-viewpoint.
C. Open the message with promotional material.
D. Refrain from mentioning expected delays.
E. Avoid wasting time in building goodwill.
Q:
Freddy is in charge of the efficient functioning of the assembly line of a well-known cell phone manufacturing company. On Monday, Freddy faced a problem which caused the assembly line to be stopped for two hours. This caused a delay in production and a possible financial loss to the company. While informing his boss of the delay, Freddy should remember to:
A. tell him the problem, emotionally.
B. state only one alternative to the problem, even though there are more.
C. avoid making suggestions to fix the problem.
D. wait for his boss to suggest a solution.
E. describe the underlying factors that led to the specific problem.
Q:
Which of the following is true of acknowledgements?
A. One must not use the you-viewpoint when writing acknowledgements.
B. One must use a highly formal style when writing acknowledgements.
C. Acknowledgements are typically written using the indirect plan of organizing information.
D. The sole purpose of writing acknowledgements is to help build goodwill.
E. Acknowledgements let people who order goods know the status of their orders.
Q:
Which of the following is the best way to begin a negative message to a customer to make it more likely that the customer will read the letter?
A. Turning the negative message into a persuasive one
B. Presenting the negative information in a positive way
C. Using a buffer and then presenting the bad news
D. Putting the bad news first, while pairing it with an alternative
E. Presenting only alternatives without mentioning the bad news
Q:
In giving proper emphasis to the bad news in a favorable response, you should _____.
A. place the bad news in secondary positions
B. avoid using space emphasis
C. make use of the we-viewpoint
D. present the bad news at the beginning of the message
E. present the bad news in the main clause of the message
Q:
A negative message to a customer should end with:
A. an account of how the problem occurred.
B. a statement restating the problem.
C. clear data about the negative information.
D. explanation of the history of the problem.
E. a positive, forward-looking statement.
Q:
Which of the following guidelines should be followed when answering two or more questions in a favorable response message?
A. Make sure all questions can be answered with a simple "yes" or "no."
B. Respond only to the most important query when asked to answer two or more.
C. Avoid telling the reader that you are complying with his or her request; it sounds redundant.
D. Avoid numbering your answers, especially if your reader numbered the questions.
E. Arrange the answers in the same order as the questions in the inquiry message.
Q:
Jovina, a delivery manager, is required to inform a client that she will not be able to make his delivery by the required date. Her company has been dealing with a labor strike, which will delay the delivery by almost a week. Since Jovina has a good relationship with this client, she expects him to understand. In which of the following ways should Jovina put across the negative message to her client?
A. She should first inform him about the strike and then state that the delivery will be delayed.
B. She should clearly and unemotionally tell him that there might be a delay in delivery, but she should not provide any other information.
C. She should begin by telling him that one of her team members had forgotten to inform her of the delivery date.
D. She should mention the delay at least a few times in the body to ensure the message is clear to him.
E. She should end her message with an apology and a statement of regret.
Q:
Which of the following guidelines should be followed when responding favorably to questions in a routine inquiry message?
A. Order your answers logically or arrange them in paragraphs.
B. Make your answers stand out by responding to each question in a new message.
C. When answering more than one question, answer only the most important one.
D. Avoid telling the reader that you are complying with his or her request.
E. Avoid numbering your answers, especially if your reader numbered the questions.
Q:
Which of the following is recommended while conveying bad news to customers?
A. Present good reasons for a refusal at the end of a message.
B. Convey the negative news twice in a message in order for it to be clear.
C. Present negative information ambiguously to avoid offending the customer.
D. Present an alternative or compromise if one is available.
E. Ask for an action that will help the customer accept the consequences easily.
Q:
Which of the following should you do when responding favorably to questions in a routine inquiry message?
A. Answer each question in a separate message to ensure clarity.
B. Conclude the message with the answer to the reader's question.
C. Answer all the questions in a single paragraph.
D. Answer the most important question first.
E. Request the sender to limit the number of questions.
Q:
Which of the following is true of negative messages?
A. They are no longer a part of business and administrative communication.
B. They do not attempt to maintain goodwill.
C. They have a single purpose of eliminating future communication on an issue.
D. They cannot be restructured to create a positive feeling.
E. They should make readers feel that the decision made is fair and reasonable.
Q:
Karen is responding to a request to use her company's logo in the promotional materials for an upcoming fundraiser that Karen's company is sponsoring. Which of the following openings should Karen use?
A. I have received your message dated August 4, in which you ask
B. Thank you for your message dated August 4.
C. Thank you for awaiting our approval.
D. We have given your question some thought
E. Yes, you may use the company's logo in promotional materials for
Q:
One of the primary purposes of a negative message is to:
A. reduce further communication on the same subject.
B. retain a good image of the communicator's organization.
C. avoid creating more work for the sender.
D. maintain as much goodwill as possible.
E. maintain a good image of the communicator.
Q:
Which of the following concluding sentences is most likely to build goodwill in a routine inquiry message?
A. Your prompt reply to our proposal by the 31st of December will allow us to start our work on time.
B. We would appreciate an early response.
C. We know that you will be kind enough to help us. Thank you in advance for your help.
D. Hoping to hear from you ASAP.
E. Please have those project reports delivered at your convenience.
Q:
Which of the following is least likely to be a type of negative message?
A. A rejection or refusal
B. An announcement of a policy change that suits the audience
C. A negative performance review
D. A disciplinary notice
E. A notice of defect for a product and a product recall
Q:
Which of the following sentences is most likely to build goodwill in a routine inquiry message?
A. Your preparation of estimates by June 13 will enable us to choose a contractor by the end of the month.
B. Thank you in advance for your help. I must have these cost estimates as soon as possible.
C. A prompt reply to the request we have put forward will be highly appreciated.
D. Hoping to hear from you soon.
E. Please respond to our queries at your convenience.
Q:
Social media are always the most effective channels to solve customer complaints, because they expand the positivity.
Q:
Which of these concluding sentences is most likely to build goodwill in a routine inquiry message?
A. Thank you in advance for your help. We expect a reply as soon as possible.
B. Please respond to our queries at your convenience.
C. As we must begin production on February 1, I'd appreciate your response by that date.
D. Thank you for your cooperation in assisting us with our queries.
E. Your early response would be most sincerely appreciated.
Q:
Which of the following sentences will be most effective in attracting attention for a routine inquiry about an advertised product?
A. It would be nice if you would tell me more about the Mir-Cal product advertised in last Sunday's Potterville Times.
B. Could you please answer the following questions regarding the Mir-Cal product advertised in last Sunday's Potterville Times?
C. I saw your advertisement on the Mir-Cal product last Sunday, and I want to know more about it.
D. Your new Mir-Cal product appears to meet our needs well, and we would like to know more about it.
E. Please refer to your latest advertisement on the Mir-Cal product. I have a few questions about it.
Q:
It is always better to work out a customer problem in a public forum, so that the public can see how you deal with customers.
Q:
While creating messages regarding layoffs and firings, it is good to state the reasons in a way that is clear, but does not expose the organization to legal liabilities.
Q:
Sheeba has to write a message seeking information about a possible venue for her company's annual employee-recognition banquet. Which of the following will be the most effective opening in her message?
A. We would like to know about your banquet facilities.
B. It would be nice if you could tell us about your banquet facilities.
C. Will you please answer the following questions about your banquet facilities?
D. As we are preparing for our annual employee banquet, we need information regarding your banquet facilities.
E. Your banquet facilities appear to be just what we need.
Q:
You should present disciplinary notices and negative performance appraisals indirectly with buffers.
Q:
Which of the following is a good practice in framing questions for routine inquiry messages?
A. Combining two or more questions to form a compound question
B. Avoiding the use of bullets or numbering to order questions
C. Placing all the questions in a single, concise paragraph
D. Avoiding simple yes or no questions unless required
E. Structuring questions in such a way that they merely hint at a need for information
Q:
The words used to state a reason for a refusal are independent of context.
Q:
Which of the following is the most effective method of making questions stand out in a routine message?
A. Combining two or more questions in a sentence
B. Structuring questions in true question form
C. Placing all the questions in a single paragraph
D. Avoiding the use of bullets to list questions
E. Including as many questions as possible in each paragraph
Q:
The phrase "unfortunately" is appropriate in a negative message and helps a writer empathize with the audience.
Q:
Combining two or more questions in a sentence _____.
A. makes each question stand out
B. helps build goodwill with the reader
C. de-emphasizes each question
D. invites the reader to pay more attention to individual questions
E. allows you to structure your questions in true question form
Q:
To maintain the correct tone in a negative message, check your draft carefully for positive emphasis and you-attitude at the level of ideas, not individual words.
Q:
A good place for general explanatory material in a routine inquiry with multiple questions is _____.
A. just after or along with the salutation in the message
B. before the prefatory material in the message
C. in the goodwill ending of the message
D. in an attachment as extra information
E. in the body of the message along with the questions
Q:
Hiroku, the sales manager of a manufacturing firm in Japan, apologizes to Samantha, the purchasing manager of Nezzles Inc., a consumer goods manufacturer in America for sending her defective goods. It is likely that Samantha will interpret his apology to mean that he is expressing regret, but not taking responsibility for the mistake.
Q:
What is the advantage of providing background information or orienting statements in a routine inquiry?
A. They help make the direct opening question in the message sound demanding or blunt.
B. They help reduce any startling effect that a direct question might have on the reader.
C. They help introduce a reader to the crux of the message immediately.
D. They allow the use of the we-viewpoint.
E. They ensure that the writer is the focal point of the message.
Q:
Japanese often see apologies as a way of taking the blame.
Q:
Which of the following is true about a routine inquiry that seeks only one piece of information?
A. The message can be concluded immediately after asking for the information.
B. Such a message restricts the sender from adding any extra explanation related to the query.
C. The length of the message must be kept to a minimum by excluding explanatory information.
D. Such a message makes it mandatory for the writer to use the indirect approach.
E. The message requires that the writer use the we-viewpoint in addressing the reader.
Q:
If you are seeking only one piece of information in a routine inquiry message, you should _____.
A. begin the message with a specific question
B. open the message with an expression of thanks
C. write the message using the we-viewpoint
D. avoid using the active voice in writing sentences
E. use clichs that sound positive to build goodwill
Q:
All negative messages should contain an apology in order to sound sincere.
Q:
Which of the following is the most appropriate beginning for a typical routine inquiry message?
A. An explanation of a problem or situation
B. A buffer designed to set up persuasive efforts
C. A persuasive opening using the indirect approach
D. An off-subject, friendly introduction
E. A brief statement to orient the reader
Q:
In a negative message, you should ensure that good alternatives are mentioned in the ending.
Q:
Giving your audience an alternative or a compromise in a negative message allows you to end on a positive note.
Q:
Harry wants a response from a certain client on the same day he sends a message. Which of the following closing statements should he use in his message to the client?
A. Thank you! I will be expecting a response from you today.
B. If you need further information, please don't hesitate to ask me.
C. Please contact me as soon as possible.
D. Please send me these details at your convenience.
E. Please reply by 4 p.m. to ensure that your order ships today.
Q:
In a negative message, it is best to emphasize a refusal by placing it in a paragraph by itself.
Q:
You are most likely to build goodwill with your readers by using _____.
A. clichs that sound polite
B. a closing that is tailored to your message
C. colloquial or conversational language
D. phrases such as "at your convenience" or "as soon as possible"
E. the we-viewpoint
Q:
When choosing a channel for delivering bad news, you should consider the type and complexity of the explanation.
Q:
What is the advantage of closing a message with a tailored ending?
A. It allows you to emphasize on the I-viewpoint.
B. It puts the writer at the central position.
C. It helps in building more goodwill.
D. It allows you to use clichs without distracting the reader from the main message.
E. It allows you to create a message that is open to various interpretations.
Q:
Teresa, a project manager, sends an e-mail to her subordinate informing him that he is going to be laid off. This is a recommended way to communicate serious negative messages to team members.
Q:
Which of the following guidelines will help create an effective good-news message?
A. All the details of the message should be covered in the first paragraph.
B. The message should use the we-viewpoint instead of the you-viewpoint.
C. The objective or main part of the message should be reserved for the ending.
D. The message should be concluded with an appropriate friendly comment.
E. The message should be organized using the indirect plan of organizing information.
Q:
While delivering negative messages to clients, it is important to make inconspicuous refusals so that the clients do not feel offended.
Q:
Which of the following guidelines should be followed when writing a message carrying good-news?
A. The message should be written using the indirect approach of organizing information.
B. The prefatory material in the message should be explained in detail, and the main objective should be kept brief.
C. The objective or key point of the message should be presented at the end.
D. If parts of the objective require explanation, the explanations must be included in the message.
E. Phrases such as "as soon as possible" or "at your convenience" should be included at the end of the message.
Q:
Messages that at first appear to be negative cannot be structured to create a positive feeling.
Q:
Which of the following guidelines should be followed when writing an effective message carrying good-news?
A. The message should be written using the indirect order of organizing information.
B. All the details of the message should be covered in the first paragraph.
C. The prefatory remarks in the message should be kept brief with focus on the real message.
D. The objective or key point of the message should be presented at the end.
E. The message should use the we-viewpoint instead of the you-viewpoint.
Q:
When composing good-news and neutral messages, one may _____.
A. use the indirect approach
B. use the we-viewpoint instead of the you-viewpoint
C. begin the message with a brief orienting clause
D. avoid listing details or arranging them by paragraphs
E. write the message in a roundabout manner
Q:
Agents learn to respond to customer complaints by empathizing with a frustrated customer. This can make a difference between a bad experience and a good experience.
Q:
The _____ is the best approach to use when a message is likely to evoke a positive response from the reader.
A. practical approach
B. direct approach
C. indirect approach
D. active approach
E. passive approach
Q:
Having the audience accept the bad news is a secondary purpose of negative messages.