Question 1

In some businesses, instant messaging (IM)has become a formal communication channel with specialized corporate IM platforms installed and regulated by the IT department and available only to employees of that company.

Accepted Answer

A) True 
 B)False

Question 2

The main challenge in writing a good thank-you note is ________.

Accepted Answer

A)  including specific details about the act for which you are expressing gratitude
B)  writing legibly so that your reader can understand the content of your message
C)  coming up with a message generic enough that it could be used for anyone by just changing names
D)  making an apology sound sincere when you are just going through the motions
E)  keeping the details to a minimum so that your message isn't too lengthyF) A) and C)
G) A) and E)

Question 3

You received a battery charger that doesn't work with your phone. Discuss how you should write to request an exchange.

Accepted Answer

Since this is a routine claim request, l...

Question 4

Messages that convey information can be considered routine if the information will not surprise, disappoint, or anger the audience.

Accepted Answer

A) True 
 B)False

Question 5

A brief overview at the start of your instructional message ________.

Accepted Answer

A)  will divert readers' focus from the directions that are the point of the message
B)  is unnecessary in most cases and will confuse readers
C)  will help your audience understand when and why they need to use the instructions
D)  will waste readers' time and distract from the instructional aspect of the message
E)  will give readers all the information they need and allow them to skip to the end of the messageF) All of the above
G) C) and D)

Question 6

Why is goodwill important in business?

Accepted Answer

Goodwill is a term used to describe the ...

Question 7

An internal benefit is one that your audience directly receives from complying with your request.

Accepted Answer

A) True 
 B)False

Question 8

Sympathy messages ________.

Accepted Answer

A)  must only be sent to people with whom you have a close relationship
B)  should never be sent in greeting cards
C)  should not be sent until an appropriate amount of time has passed after you hear about the situation
D)  are more meaningful when handwritten
E)  will not be appreciated by business acquaintancesF) None of the above
G) A) and E)

Question 9

When you arrive at work on Monday, you hear that a coworker's father died over the weekend. You are not good friends with this coworker, but are sorry for his loss. You never know what to say in situations like this, so you decide to go to the stationary store to buy a sympathy card. You should ________.

Accepted Answer

A)  write a few lines on the card to express your compassion and understanding
B)  never use a premade card in a situation like this, as it is crass and tactless
C)  wait at least three days before sending the card, as sending it too soon is inconsiderate
D)  type the greeting and closing in the card, as this shows more compassion and concern than doing so by hand
E)  not send condolences since you don't have a close personal relationship with this coworkerF) A) and B)
G) D) and E)

Question 10

A customer has reported a problem to your company. Which of the following statements is NOT true?

Accepted Answer

A)  You should explain the reason behind the problem.
B)  You should tell the customer how you will prevent this problem from reoccurring.
C)  A good explanation of the problem can win consumer confidence.
D)  An explanation that sounds like an excuse will result in a negative reaction.
E)  It is necessary to apologize to the customer for the problem.F) D) and E)
G) A) and B)

Question 11

________ build goodwill by recognizing someone else's achievements or important events.

Accepted Answer

A)  Thank-you messages
B)  Congratulatory messages
C)  Condolences
D)  "For-your-information" messages
E)  Informational messagesF) A) and B)
G) All of the above

Question 12

Delphine is newly graduated from university and begins working at a company where instant messaging (IM)is a major form of communication. She is very familiar with instant messaging as a means of social communication, so she feels that she will be proficient in this aspect of the job without any training or guidelines. Delphine is also pleased that she will be able to joke and exchange personal messages with her new coworkers, while appearing to be hard at work. She signs on with her current username, DidiOfftheHook, and sends an IM to the funny guy she met at orientation yesterday. What advice would you offer Delphine regarding IM use in a business context?

Accepted Answer

Delphine should know that in a business ...

Question 13

A goodwill message allows you to establish and maintain a positive relationship with your audience.

Accepted Answer

A) True 
 B)False

Question 14

To make it easy for the audience to follow the instructions, ________.

Accepted Answer

A)  jump right into the directions at the start of your messag
B)  if the sequence or order of steps is important, use bullets instead of numbers
C)  include only one action per step of instructions
D)  if an instruction is conditional, identify the condition after the action verb
E)  if a step requires explanation, place the explanation before the actionF) A) and B)
G) A) and E)

Question 15

When writing routine requests you should not adopt a "you" perspective.

Accepted Answer

A) True 
 B)False

Question 16

While riding down in the elevator with your boss at the end of the day, you mention an idea that catches her interest. She suggests meeting the next afternoon to discuss it further. In terms of this meeting, ________.

Accepted Answer

A)  you should email your boss that night, confirming your appointment for tomorrow
B)  you should try to find your boss at the office in the morning to remind her about your meeting
C)  you should assume that your boss will put the meeting in her calendar, so no further action on your part is necessary
D)  you should wait for your boss to email you confirming the meeting
E)  you should write a letter to your boss confirming the meetingF) A) and C)
G) A) and B)

Question 17

Carol sent a short and to-the-point thank-you note to her boss, which is an appropriate approach in a low-context culture.

Accepted Answer

A) True 
 B)False

Question 18

When someone asks you a question in a face-to-face or phone conversation, ________.

Accepted Answer

A)  organize your message just as you would a written response
B)  always begin with a direct answer
C)  never admit that you don't have the answer immediately available
D)  if your response is likely to disappoint, use the direct organization plan
E)  if your response is not controversial, begin with details and lead up to the answerF) A) and B)
G) B) and E)

Exam 7: Communicating Routine Messages and Building Goodwill

Why is goodwill important in business?

Correct Answer
verified
Goodwill is a term used to describe the ...
View Answer

When someone asks you a question in a face-to-face or phone conversation, ________.

Correct Answer
verified

An internal benefit is one that your audience directly receives from complying with your request.

Correct Answer
verified

To make it easy for the audience to follow the instructions, ________.

Correct Answer
verified

Messages that convey information can be considered routine if the information will not surprise, disappoint, or anger the audience.

Correct Answer
verified

The main challenge in writing a good thank-you note is ________.

Correct Answer
verified

A customer has reported a problem to your company. Which of the following statements is NOT true?

Correct Answer
verified

Correct Answer
verified
Delphine should know that in a business ...
View Answer

A goodwill message allows you to establish and maintain a positive relationship with your audience.

Correct Answer
verified

When writing routine requests you should not adopt a "you" perspective.

Correct Answer
verified

A brief overview at the start of your instructional message ________.

Correct Answer
verified

You received a battery charger that doesn't work with your phone. Discuss how you should write to request an exchange.

Correct Answer
verified
Since this is a routine claim request, l...
View Answer

________ build goodwill by recognizing someone else's achievements or important events.

Correct Answer
verified

In some businesses, instant messaging (IM)has become a formal communication channel with specialized corporate IM platforms installed and regulated by the IT department and available only to employees of that company.

Correct Answer
verified

Carol sent a short and to-the-point thank-you note to her boss, which is an appropriate approach in a low-context culture.

Correct Answer
verified

While riding down in the elevator with your boss at the end of the day, you mention an idea that catches her interest. She suggests meeting the next afternoon to discuss it further. In terms of this meeting, ________.

Correct Answer
verified

Sympathy messages ________.

Correct Answer
verified

Correct Answer
verified

Exam 7: Communicating Routine Messages and Building Goodwill

Why is goodwill important in business?

Correct AnswerverifiedGoodwill is a term used to describe the ...View AnswerShow Answer

When someone asks you a question in a face-to-face or phone conversation, ________.

Correct AnswerverifiedShow Answer

An internal benefit is one that your audience directly receives from complying with your request.

Correct AnswerverifiedShow Answer

To make it easy for the audience to follow the instructions, ________.

Correct AnswerverifiedShow Answer

Messages that convey information can be considered routine if the information will not surprise, disappoint, or anger the audience.

Correct AnswerverifiedShow Answer

The main challenge in writing a good thank-you note is ________.

Correct AnswerverifiedShow Answer

A customer has reported a problem to your company. Which of the following statements is NOT true?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedDelphine should know that in a business ...View AnswerShow Answer

A goodwill message allows you to establish and maintain a positive relationship with your audience.

Correct AnswerverifiedShow Answer

When writing routine requests you should not adopt a "you" perspective.

Correct AnswerverifiedShow Answer

A brief overview at the start of your instructional message ________.

Correct AnswerverifiedShow Answer

You received a battery charger that doesn't work with your phone. Discuss how you should write to request an exchange.

Correct AnswerverifiedSince this is a routine claim request, l...View AnswerShow Answer

________ build goodwill by recognizing someone else's achievements or important events.

Correct AnswerverifiedShow Answer

In some businesses, instant messaging (IM)has become a formal communication channel with specialized corporate IM platforms installed and regulated by the IT department and available only to employees of that company.

Correct AnswerverifiedShow Answer

Carol sent a short and to-the-point thank-you note to her boss, which is an appropriate approach in a low-context culture.

Correct AnswerverifiedShow Answer

While riding down in the elevator with your boss at the end of the day, you mention an idea that catches her interest. She suggests meeting the next afternoon to discuss it further. In terms of this meeting, ________.

Correct AnswerverifiedShow Answer

Sympathy messages ________.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Correct Answer
verified
Goodwill is a term used to describe the ...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Delphine should know that in a business ...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Since this is a routine claim request, l...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified