Which of the following is the MOST effective heading in a memo report to employees?

Which of the following is the MOST effective heading in a memo report to employees?

a. Employee Benefits
b. Benefits Will Undergo Radical Alterations in Forthcoming Fiscal Year
c. Benefit Cuts
d. How Do Benefit Changes Affect You?

Answer: D

Which of the following is true of text chunking in documents?

Which of the following is true of text chunking in documents?

a. Enumerated lists decrease visual attention given to paragraphed material.
b. Numerals are generally preferred over bullets.
c. Chunking makes the page look more organized and increases retention by 50 percent.
d. Placing a number, letter, or bullet before elements in a series reduces readers' attention to material.

Answer: C

Which of the following sentences illustrates passive voice?

Which of the following sentences illustrates passive voice?

a. The clerk made five errors.
b. Susan had been in sales for five years.
c. She asked for an adjustment.
d. The report was completed by the entire team.

Answer: D

Khadija is an international student who has mixed feelings about life in Riverside. The people are helpful and friendly, but they sometimes make unflattering and incorrect assumptions about her culture. The behavior of the people of Riverside is an example of which of the following concepts?

Khadija is an international student who has mixed feelings about life in Riverside. The people are helpful and friendly, but they sometimes make unflattering and incorrect assumptions about her culture. The behavior of the people of Riverside is an example of which of the following concepts?

Answer: stereotyping

A letter of application or application email message ideally should be addressed to

A letter of application or application email message ideally should be addressed to

a. a specific individual.
b. the human resources department.
c. whom it may concern.
d. the company.

Answer: A

Which of the following is FALSE concerning leadership in teams?

Which of the following is FALSE concerning leadership in teams?

a. Leaders are optional when an organization moves to a group concept.
b. The ability of a group leader to work toward task goals while contributing to the development of group and individual goals is often critical to group success.
c. Leadership may be shared among several participants.
d. The leader establishes norms and provides motivation for effective group activity.

Answer: A

In a team with representatives from many different departments in a company, the director of human resources keeps tension low among members. The director of human resources is fulfilling which role in the team?

In a team with representatives from many different departments in a company, the director of human resources keeps tension low among members. The director of human resources is fulfilling which role in the team?

a. Facilitator
b. Harmonizer
c. Leader
d. Reporter

Answer: B

Which of the following describes the major difference between teams and groups?

Which of the following describes the major difference between teams and groups?

a. Members of teams generally have a higher commitment to the overall goal than do members of groups.
b. Teams are usually smaller than groups.
c. Teams do not require leaders, while groups do.
d. Teams exist indefinitely while groups exist for a limited period of time.

Answer: A

Which of the following is NOT a characteristic of effective groups?

Which of the following is NOT a characteristic of effective groups?

a. Members have common goals.
b. Members are flexible in the roles they assume.
c. Members establish norms for behavior and expectations.
d. Members compete for the leadership position.

Answer: D

Which of the following is appropriate etiquette when listening?

Which of the following is appropriate etiquette when listening?

a. Restate in your own words what you think the speaker has said.
b. Interrupt the speaker when a misstatement is made.
c. Frequently break eye contact with the speaker.
d. None of the above are appropriate listening etiquette.

Answer: A

Which of the following facts makes listening difficult?

Which of the following facts makes listening difficult?

a. The human ear is unable to keep up with the speech rate of most speakers.
b. Our minds process much faster than a speaker can talk.
c. The listener often thinks ahead to anticipate future points and evaluate the ideas heard.
d. Making written notes short circuits the listening activity.

Answer: B

Jakeel is a new sales representative with Sensations, Inc. He attends a regional sales meeting, followed by a reception. He converses with three new sales people and an hour later forgets their names. This is an example of the following bad listening habit:

Jakeel is a new sales representative with Sensations, Inc. He attends a regional sales meeting, followed by a reception. He converses with three new sales people and an hour later forgets their names. This is an example of the following bad listening habit:

a. Faking attention: he pretends to listen but misses the message.
b. Empathetic listening: he is unable to be objective because her emotions are in the way.
c. Stereotyping: the speakers did not meet his standards, so he prejudged them.
d. Failing to observe nonverbal aids: he does not take note of the body language of the sales reps.

Answer: A

Preeti is having a business lunch with Jose to discuss the downsizing of the manufacturing plant in South America. Preeti is expecting an important call on her cell phone during the lunch and answers her phone several times. Preeti is not listening attentively to Jose most likely because of the following listening problem:

Preeti is having a business lunch with Jose to discuss the downsizing of the manufacturing plant in South America. Preeti is expecting an important call on her cell phone during the lunch and answers her phone several times. Preeti is not listening attentively to Jose most likely because of the following listening problem:

a. Faking attention
b. Allowing disruptions
c. Overlistening
d. Stereotyping

Answer: B

Which of the following is NOT a bad listening habit?

Which of the following is NOT a bad listening habit?

a. Faking attention
b. Thinking ahead
c. Overlistening
d. All are bad listening habits

Answer: B

An ultimate requirement of listening for information is that the listener

An ultimate requirement of listening for information is that the listener

a. is judgmental.
b. takes copious notes.
c. avoids focusing on nonverbal cues.
d. is able to separate fact from fiction and humor from seriousness.

Answer: D

You have just returned from an interview with a company and are considering the appropriateness of a thank-you letter or note. The thank-you message is

You have just returned from an interview with a company and are considering the appropriateness of a thank-you letter or note. The thank-you message is

a. not necessary if you thanked the interviewer in person before leaving the appointment.
b. appropriate and should be written immediately.
c. appropriate and should be written about two weeks from now if you haven't received a response from the company.
d. not appropriate because it can be perceived as "pushy."

Answer: B

Which of the following questions would be legal to ask of a job candidate?

Which of the following questions would be legal to ask of a job candidate?

a. "Are you married?"
b. "Who will watch your children if you work for us?"
c. "What are the names and relationships of the people with whom you live?"
d. None of the above

Answer: D

An interviewer would likely presume that an applicant is truly interested in the job if the applicant

An interviewer would likely presume that an applicant is truly interested in the job if the applicant

a. wears conservative and professional clothing.
b. shares knowledge about the company, its products, and services.
c. follows up the interview with a thank-you message.
d. does all of the above.

Answer: D

Which of the following is the LEAST important thing to know about a job you are seeking?

Which of the following is the LEAST important thing to know about a job you are seeking?

a. Career path of the job.
b. Job qualifications.
c. Probable salary range.
d. Vacation days.

Answer: D

The MOST important reason for teams to utilize agendas and minutes is that

The MOST important reason for teams to utilize agendas and minutes is that

a. participants know what is expected of them and can track, follow up, and ensure implementation of decisions made in previous meetings.
b. written records prove to company owners that meetings aren't a waste of time.
c. written records clear team members of any legal challenges that may arise.
d. written records assure that each member participates equally.

Answer: A

Guidelines for effective meetings include

Guidelines for effective meetings include

a. limiting meeting length and frequency.
b. eliminating conflict.
c. preparing an agenda immediately following each meeting.
d. seeking unanimous agreement on all important issues.

Answer: A

You are about to conduct a formal meeting with 25 attendees in the boardroom. What guide would you use to ensure orderly communication of ideas and participation?

You are about to conduct a formal meeting with 25 attendees in the boardroom. What guide would you use to ensure orderly communication of ideas and participation?

a. Building High Performance Teams
b. The APA Style Manual
c. Robert's Rules of Order
d. The organizational chart

Answer: C

Which of the following is FALSE concerning face-to-face meetings?

Which of the following is FALSE concerning face-to-face meetings? 

a. Face-to-face meetings make it harder to reach consensus.
b. Face-to-face meetings are helpful when communicating sensitive issues.
c. Face-to-face meetings help establish group rapport.
d. Face-to-face meetings are preferred to electronic meetings when participants don't know each other.

Answer: A

In a team with representatives from many different departments in a company, the director of human resources keeps tension low among members. The director of human resources is fulfilling which role in the team?

In a team with representatives from many different departments in a company, the director of human resources keeps tension low among members. The director of human resources is fulfilling which role in the team?

a. Facilitator
b. Harmonizer
c. Leader
d. Reporter

Answer: B

Which of the following is FALSE concerning leadership in teams?

Which of the following is FALSE concerning leadership in teams?

a. Leaders are optional when an organization moves to a group concept.
b. The ability of a group leader to work toward task goals while contributing to the development of group and individual goals is often critical to group success.
c. Leadership may be shared among several participants.
d. The leader establishes norms and provides motivation for effective group activity.

Answer: A

Which of the following describes the major difference between teams and groups?

Which of the following describes the major difference between teams and groups?

a. Members of teams generally have a higher commitment to the overall goal than do members of groups.
b. Teams are usually smaller than groups.
c. Teams do not require leaders, while groups do.
d. Teams exist indefinitely while groups exist for a limited period of time.

Answer: C

In Total Quality Management (TQM) programs, the emphasis is on

In Total Quality Management (TQM) programs, the emphasis is on

a. distributing the decision-making power throughout the organization.
b. limiting the role of each employee in the organization.
c. increasing functional and departmental boundaries.
d. eliminating the middle management layer.

Answer: A

Which of the following stages of team development is often NOT experienced, even in long-term teams?

Which of the following stages of team development is often NOT experienced, even in long-term teams?

a. Storming
b. Performing
c. Norming
d. Brainstorming

Answer: B

Which of the following is NOT a characteristic of effective groups?

Which of the following is NOT a characteristic of effective groups?

a. Members have common goals.
b. Members are flexible in the roles they assume.
c. Members establish norms for behavior and expectations.
d. Members compete for the leadership position.

Answer: D

Which of the following is a characteristic of Total Quality Management (TQM)?

Which of the following is a characteristic of Total Quality Management (TQM)? 

a. Decision making power is centrally controlled.
b. Functional or departmental boundaries are minimized.
c. Cross-disciplinary teams are dismantled.
d. Teams perform narrowly focused tasks.

Answer: B

Which of the following facts makes listening difficult?

Which of the following facts makes listening difficult?

a. The human ear is unable to keep up with the speech rate of most speakers.
b. Our minds process much faster than a speaker can talk.
c. The listener often thinks ahead to anticipate future points and evaluate the ideas heard.
d. Making written notes short circuits the listening activity.

Answer: B

You are the supervisor of an employee who just learned that she did not receive the promotion she had anticipated. You call her into your office and ask her to discuss her reaction. What type of listening are you engaged in?

You are the supervisor of an employee who just learned that she did not receive the promotion she had anticipated. You call her into your office and ask her to discuss her reaction. What type of listening are you engaged in?

a. Casual listening
b. Listening for information
c. Intensive listening
d. Empathetic listening

Answer: D

As a student, you are concerned with making a good grade in your economics class. However, instead of taking copious notes, you outline the major points and try to listen and watch the speaker as much as possible. What type of listening are you engaged in?

As a student, you are concerned with making a good grade in your economics class. However, instead of taking copious notes, you outline the major points and try to listen and watch the speaker as much as possible. What type of listening are you engaged in?

a. Casual listening
b. Listening for information
c. Intensive listening
d. Empathetic listening

Answer: B

An ultimate requirement of listening for information is that the listener

An ultimate requirement of listening for information is that the listener

a. is judgmental.
b. takes copious notes.
c. avoids focusing on nonverbal cues.
d. is able to separate fact from fiction and humor from seriousness.

Answer: D

Jakeel is a new sales representative with Sensations, Inc. He attends a regional sales meeting, followed by a reception. He converses with three new sales people and an hour later forgets their names. This is an example of the following bad listening habit:

Jakeel is a new sales representative with Sensations, Inc. He attends a regional sales meeting, followed by a reception. He converses with three new sales people and an hour later forgets their names. This is an example of the following bad listening habit:

a. Faking attention: he pretends to listen but misses the message.
b. Empathetic listening: he is unable to be objective because her emotions are in the way.
c. Stereotyping: the speakers did not meet his standards, so he prejudged them.
d. Failing to observe nonverbal aids: he does not take note of the body language of the sales reps.

Answer: A

Preeti is having a business lunch with Jose to discuss the downsizing of the manufacturing plant in South America. Preeti is expecting an important call on her cell phone during the lunch and answers her phone several times. Preeti is not listening attentively to Jose most likely because of the following listening problem:

Preeti is having a business lunch with Jose to discuss the downsizing of the manufacturing plant in South America. Preeti is expecting an important call on her cell phone during the lunch and answers her phone several times. Preeti is not listening attentively to Jose most likely because of the following listening problem:

a. Faking attention
b. Allowing disruptions
c. Overlistening
d. Stereotyping

Answer: B

Which of the following is appropriate etiquette when listening?

Which of the following is appropriate etiquette when listening?

a. Restate in your own words what you think the speaker has said.
b. Interrupt the speaker when a misstatement is made.
c. Frequently break eye contact with the speaker.
d. None of the above are appropriate listening etiquette.

Answer: A

Which of the following is NOT a bad listening habit?

Which of the following is NOT a bad listening habit?

a. Faking attention
b. Thinking ahead
c. Overlistening
d. All are bad listening habits

Answer: B

A job applicant appears for an interview in wrinkled clothing. What nonverbal message is the interviewer most likely to receive?

A job applicant appears for an interview in wrinkled clothing. What nonverbal message is the interviewer most likely to receive?

a. He didn't care enough to look his best.
b. He will dress better once hired.
c. He is a busy person.
d. He is not concerned about physical appearance.

Answer: A

Robin, task force chair, tells team member Aaron "your proposed solution to this problem is great." Robin's probable metacommunication to Aaron is

Robin, task force chair, tells team member Aaron "your proposed solution to this problem is great." Robin's probable metacommunication to Aaron is

a. "You are the most intelligent member of this task force."
b. "Your idea is really not that good."
c. "You have previously expressed weak ideas."
d. "You have expressed consistently good ideas."

Answer: C

Which of the following statements about nonverbal messages is FALSE?

Which of the following statements about nonverbal messages is FALSE?

a. Nonverbal messages cannot be avoided.
b. Nonverbal messages may be beneficial or harmful.
c. Nonverbal messages may be intentional or unintentional.
d. Nonverbal messages are consistent across cultures.

Answer: D

Supervisor Janet tells Juan, "Don't be late for work." Janet's probable metacommunication is

Supervisor Janet tells Juan, "Don't be late for work." Janet's probable metacommunication is

a. "I'm in charge here."
b. "You are frequently late for work and this is a warning."
c. "This is America, not Mexico."
d. "I know are doing your best to be on time."

Answer: B

As the vice-president of marketing, Aricella gives her employees freedom to make their own decisions and encourages them to express their opinions in meetings. Aricella is a

As the vice-president of marketing, Aricella gives her employees freedom to make their own decisions and encourages them to express their opinions in meetings. Aricella is a

a. Type A manager.
b. Type X manager.
c. Type Y manager.
d. Type Z manager.

Answer: C

The most important message in the Johari Window theory is that

The most important message in the Johari Window theory is that

a. trust and openness lead to better communication between people.
b. there are things we don't know about ourselves that others know.
c. people engage in communication in hopes that the outcome may lead to mutual trust, pleasure, and psychological well-being.
d. decision-making power should be distributed to the people closest to the problem.

Answer: A

Management exercising strong control and motivating its employees through external incentives such as a paycheck are reflective of the ____ style.

Management exercising strong control and motivating its employees through external incentives such as a paycheck are reflective of the ____ style.

a. Theory X
b. Theory Y
c. Situational leadership
d. Total Quality Management

Answer: A

Which of the following is consistent with McGregor's Theory Y management style?

Which of the following is consistent with McGregor's Theory Y management style?

a. Workers are concerned only about satisfying lower-level needs.
b. Workers are motivated best by extrinsic incentives.
c. Management exercises strong control with little emphasis on the individual.
d. Management strives to balance control and individual freedom.

Answer: D

According to Abraham Maslow, the desire to contribute through philanthropic channels is an example of satisfying

According to Abraham Maslow, the desire to contribute through philanthropic channels is an example of satisfying

a. social needs.
b. safety needs.
c. self-actualizing needs.
d. ego needs.

Answer: C

Which of the following is true concerning Maslow's theory?

Which of the following is true concerning Maslow's theory?

a. People are motivated to satisfy needs at various levels in no particular order.
b. Maslow recognized eight levels of human needs.
c. Most people in U.S. society have satisfied all their levels of needs.
d. Effective managers recognize ways to help people satisfy their needs.

Answer: D

After earning a scholarship for your superior grades in school, you receive a congratulatory letter from the dean. This communication interaction would be considered

After earning a scholarship for your superior grades in school, you receive a congratulatory letter from the dean. This communication interaction would be considered

a. a negative stroke.
b. a positive stroke.
c. a Theory X incentive.
d. a directive behavior.

Answer: B

Strong sales messages are characterized by:

Strong sales messages are characterized by:

a. a vague subject line open to multiple interpretations.
b. a deviation from the reader's point of view to that of the writer.
c. a heavy use of sensational words.
d. the absence of visual elements.
e. an emphasis on the you-viewpoint.

Answer: E

Aggressive, commanding phrases are used to urge immediate action because:

Aggressive, commanding phrases are used to urge immediate action because:

a. all readers prefer the commanding tone of such words.
b. they emphasize the we-viewpoint.
c. readers are otherwise more likely to unsubscribe the sales messages.
d. a persuaded reader may otherwise tend to put off a purchase.
e. it helps a reader by directing them to a purchase form.

Answer: D

Which of the following sentences best meets the requirements for good sales writing?

Which of the following sentences best meets the requirements for good sales writing?

a. Our store has the widest range of home décor in the city.
b. You can choose from the wide range of home décor, the largest in the city, at our store.
c. No other store in the city can beat our wide range of home décor.
d. Our stores have branches spread across the city, each offering the finest home décor available.
e. Do not look beyond our stores for your home décor needs!

Answer: B

Which of the following sentences best meets the requirements for good sales writing?

Which of the following sentences best meets the requirements for good sales writing?

a. Our candies are the best in town.
b. We make litchi flavored candies.
c. No other store in the city can beat our wide range of candies.
d. You can try our wide range of candies.
e. We are the best in the candy business.

Answer: D

Which of the following on a sales envelope, has the greatest chance of being discarded before being read?

Which of the following on a sales envelope, has the greatest chance of being discarded before being read?

a. A sales message reflecting the you-attitude
b. A brief sales message
c. A picture indicative of the attached message
d. A message with solid caps and exclamations
e. An official-appearing envelope

Answer: D

The product most likely to be sold to consumers through emotional appeal would be:

The product most likely to be sold to consumers through emotional appeal would be:

a. garden tools sold at cut-rate prices.
b. gasoline sold at a lower price.
c. dishwashers for domestic use.
d. medicine for nasal blockage.
e. diamond necklaces.

Answer: E

The product most likely to be sold to consumers through emotional appeal would be:

The product most likely to be sold to consumers through emotional appeal would be:

a. garden tools sold at cut-rate prices.
b. gasoline sold at a lower price.
c. industrial machinery for different specifications.
d. medicine for gastritis.
e. flowers in various range of colors.

Answer: E

The product most likely to be sold to consumers through rational appeals would be:

The product most likely to be sold to consumers through rational appeals would be:

a. diamond rings.
b. teen fashion accessories.
c. candies.
d. washing machines.
e. exotic cuisine.

Answer: D

The product most likely to be sold to consumers through rational appeals would be:

The product most likely to be sold to consumers through rational appeals would be:

a. diamond rings.
b. teen fashion accessories.
c. candies.
d. automobile tires.
e. exotic flowers.

Answer: D

Which of the following is true about emotional appeals?

Which of the following is true about emotional appeals?

a. Emotional appeals are best suited for selling rational products.
b. Aristotle had categorized emotional appeals as logos.
c. Emotional appeals are those based on our senses.
d. It is best to avoid the use of emotional appeal when advertising products that do not perform any discernable rational function.
e. Emotional appeals are mainly based on logic.

Answer: C

What is the reason that sales messages sent by email often create hostility among intended customers?

What is the reason that sales messages sent by email often create hostility among intended customers?

a. They are mostly unsolicited emails.
b. They use the you-attitude.
c. They typically use the direct method of organizing data.
d. They mostly use the active voice.
e. They adapt the message according to the audience.

Answer: A

Unwanted mails that are usually discarded even before they are read are called _____.

Unwanted mails that are usually discarded even before they are read are called _____.

a. junk mails
b. permission-based mails
c. scam mails
d. ad-hoc mails
e. illegal mails

Answer: A

The indirect method of organizing data is used for persuasive messages to set up the explanation for the negative news and the function of the opening statement is to lead to the central strategy. However, the openings of persuasive messages also have the important function of:

The indirect method of organizing data is used for persuasive messages to set up the explanation for the negative news and the function of the opening statement is to lead to the central strategy. However, the openings of persuasive messages also have the important function of:

a. gathering information about the reader.
b. gaining the attention of the reader.
c. making the request clear and positive.
d. summarizing the contents of the entire message.
e. getting straight to the point of the message.

Answer: B

The persuasive appeals identified by Aristotle that are based on the character of the speaker are referred to as:

The persuasive appeals identified by Aristotle that are based on the character of the speaker are referred to as:

a. ethos.
b. pathos.
c. catharsis.
d. logos.
e. hamartia.

Answer: A

The difference between extrinsic benefits and intrinsic benefits is that:

The difference between extrinsic benefits and intrinsic benefits is that:

a. intrinsic benefits are those that a reader gets automatically by complying with a request.
b. intrinsic benefits are relatively short-lived.
c. extrinsic benefits are relatively long-lived.
d. intrinsic benefits are the added benefits.
e. extrinsic benefits are emphasized in persuasive messages.

Answer: A

Information such as a person's age, gender, income and geographic location are called _____.

Information such as a person's age, gender, income and geographic location are called _____.

a. physiographic information
b. geographic information
c. psychographic information
d. angiographic information
e. demographic information

Answer: E

Which of the following is true of writing negative announcements that maintain goodwill?

Which of the following is true of writing negative announcements that maintain goodwill?

a. When planning a direct announcement, one will need to think about what kind of buffer opening to use.
b. One should not start with complimentary or cordial talk focusing on the good relationship that one has with the readers.
d. One should not begin with the explanation that justifies the negative announcement.
d. The indirect route is especially recommended when it is reasonable to expect that the readers would be disappointed by a direct presentation.
e. One should not use positive words and use negative comments when presenting the negative news itself.

Answer: D

When following a specific plan for writing adjustment refusals, which of the following is the first step?

When following a specific plan for writing adjustment refusals, which of the following is the first step?

a. To refuse clearly and bluntly, never including a counterproposal
b. To not put a date reference early in the message
c. To use words that are on subject, are neutral about the decision, and set up one's strategy
d. To include a warning to the reader not to make requests for mishaps due to negligence
e. To present the strategy that explains or justifies, being factual and positive

Answer: C

Which of the following is true regarding setting up one's strategy to write an adjustment refusal?

Which of the following is true regarding setting up one's strategy to write an adjustment refusal?

a. One must never put a date reference early in the message.
b. One must begin at a point of common agreement and then explain how the case at hand is an exception.
c. One must ensure that one should state the facts explaining how the reader is to blame for the situation at hand.
d. One must include a warning to the reader not to make requests due to their fault.
e. One must use a tone that is blunt and frank.

Answer: B

Which of the following is the main challenge when writing adjustment refusals?

Which of the following is the main challenge when writing adjustment refusals?

a. Refusing an adjustment request when one does not have strong facts to refuse.
b. Refusing an adjustment request with clear and reasonable guideline for what is and is not a legitimate request.
c. Refusing a request when one needs more time to figure out why one cannot grant the reader's request.
d. Refusing an adjustment request while still making possible an ongoing, positive relationship with the reader.
e. Refusing an adjustment request when one is unsure if one has good reasons to refuse.

Answer: D

When writing indirect claim messages, whatever final words one chooses, they should clearly show that:

When writing indirect claim messages, whatever final words one chooses, they should clearly show that:

a. the request is firm yet cordial and fair.
b. the request indicates evident displeasure.
c. the request expresses anger.
d. the request is indicative of disinterest in a continued relationship.
e. one is disappointed by the actions taken by the service provider.

Answer: A

Which of the following is true of writing the body of an indirect claim message?

Which of the following is true of writing the body of an indirect claim message?

a. Since one expects resistance from the reader, one must focus on one's feelings rather than mere facts.
b. Since one expects resistance from the reader, one must present one's case using facts and logic.
c. As resistance from the reader is definite, one must explain facts in a tone that expresses disinterest in a continued relationship.
d. Since resistance from the reader is inevitable, one must maintain a tone that indicates evident displeasure.
e. Since resistance is an expected outcome from the reader, the problem should be explained in a tone of firmness with anger.

Answer: B

Which of the following is true when writing the body of a claim message?

Which of the following is true when writing the body of a claim message?

a. The problem should be explained in a tone that expresses disinterest in a continued relationship.
b. The problem should be explained in a blunt and frank manner, even if it sounds unreasonable.
c. The problem should be explained keeping the focus on one's feelings than mere facts.
d. The problem should be explained in a tone of firmness with anger.
e. The problem should be explained completely, giving enough information to permit the reader to judge the matter.

Answer: E

Which of the following is true of the words to be used when writing the body of one's claim message?

Which of the following is true of the words to be used when writing the body of one's claim message?

a. The words describing the problem should express evident displeasure.
b. The words describing the problem should express disinterest in a continued relationship.
c. The words describing the problem should be courteous yet firm.
d. The words describing the problem should be in a tone of firmness with anger.
e. The words describing the problem should be focused on one's feelings.

Answer: C

Which of the following is true when writing indirect claims?

Which of the following is true when writing indirect claims?

a. One must present the facts without worrying about whether one is sounding unreasonable.
b. One must focus more on one's feelings while talking about facts.
c. One must express one's displeasure about the bad service frankly.
d. One must keep one's tone as objective as one can while making sure the problem is understood.
e. One must make one's point clear even if it sounds like one is blaming the reader.

Answer: D

Karen was promised a year's warranty when she bought a new cell phone. However, it quit working after three months. Which of the following is the first step she should take when writing an indirect claim message to the cell phone company?

Karen was promised a year's warranty when she bought a new cell phone. However, it quit working after three months. Which of the following is the first step she should take when writing an indirect claim message to the cell phone company?

a. Express disinterest in a continued relationship.
b. Identify the situation (invoice number, product information, etc.) and lead into the problem.
c. Show a tone of firmness with evident displeasure.
d. Seek corrective action.
e. Present enough of the facts to permit a decision.

Answer: B

In a claim message that uses an indirect approach, the subject line:

In a claim message that uses an indirect approach, the subject line:

a. shows a tone of firmness with anger.
b. requests a specific remedy.
c. shows a frank and blunt portrayal of displeasure.
d. quickly identifies the situation.
e. expresses disinterest in continuing relations.

Answer: D

Which of the following is the best way to introduce the problem in a claim message?

Which of the following is the best way to introduce the problem in a claim message?

a. "I am disappointed by the service rendered by your store."
b. "I had heard good things about your center but now regret that I chose it for this important company event."
c. "Overall, the event was not the impressive "thank-you" to my hard-working employees I had in mind when we drew up the contract."
d. "I absolutely refuse to pay this amount for the poor job you did of hosting this event."
e. "I regret we had our television serviced at your service station, it was highly unsatisfactory."

Answer: C

Which of the following is the first step in writing claim messages using an indirect approach?

Which of the following is the first step in writing claim messages using an indirect approach?

a. Describing the problem clearly
b. Building goodwill with a fair-minded close
c. Leading into the problem in the beginning
d. Requesting the correction
e. Choosing the right tone

Answer: E

"Since our budgeted contributions for this year have already been made, we are placing your organization on our list for consideration next year. We wish you success in your efforts to improve the lives of the children in our city."

"Since our budgeted contributions for this year have already been made, we are placing your organization on our list for consideration next year. We wish you success in your efforts to improve the lives of the children in our city."

Which of the following is true of the above message?




a. A tactful and indirect refusal of a request
b. A refusal in a frank and blunt manner
c. Refusal of a request in a direct manner without any explanations
d. A refusal that does not offer any alternative solution to the reader
e. Refusal of a request without a forward-looking note

Answer: A

To leave one's reader with a feeling of goodwill, one must:

To leave one's reader with a feeling of goodwill, one must:

a. never end with a forward-looking note.
b. shift the reader's thoughts to more pleasant matters.
c. express oneself in a frank and blunt manner.
d. not try to offer any alternative solution.
e. convey the refusal in a direct manner without any direct explanation.

Answer: B

Sam, a human resources manager, is writing a letter refusing a request for promotion. Which of the following would be the best way to write the message?

Sam, a human resources manager, is writing a letter refusing a request for promotion. Which of the following would be the best way to write the message?

a. "I am sorry to say that we cannot offer you a promotion at this time period."
b. "Your request for a promotion has been turned down."
c. "We can offer you the promotion as soon as a position is open."
d. "We cannot give you a promotion this month."
e. "I deeply regret to inform you that your promotion has been denied."

Answer: C

When refusing requests, the explanation that the company policy forbids compliance may work only if:

When refusing requests, the explanation that the company policy forbids compliance may work only if:

a. the company policy is defensible and clearly explained.
b. the explanation is expressed in a frank and blunt manner.
c. the company is not trying to offer any other alternative solution.
d. the company is conveying the refusal without any direct explanation.
e. the message is never ended with a forward-looking note.

Answer: A

When refusing requests, which of the following is true of setting up the explanation in the opening?

When refusing requests, which of the following is true of setting up the explanation in the opening?

a. The writer should not try to cushion the bad news.
b. The writer should convey the message in a frank and blunt manner.
c. The writer should begin the message with a buffer that sets up the discussion.
d. The writer should not try to offer an alternative solution at any cost.
e. The writer should deliver the message directly without any explanations.

Answer: C

Which of the following is the first step one must take before delivering a refusal to a request?

Which of the following is the first step one must take before delivering a refusal to a request?

a. Setting up the explanation in the opening
b. Using a compromise when practical
c. Presenting the explanation convincingly
d. Developing the strategy
e. Handling the refusal positively

Answer: D

Which of the following is a secondary goal of the writer when refusing requests?

Which of the following is a secondary goal of the writer when refusing requests?

a. Conveying the message in a blunt and frank manner
b. Trying not to buffer the bad news
c. Delivering the message directly without much explanation
d. Ensuring that an alternative solution is not offered
e. Maintaining goodwill

Answer: E

Which of the following is a powerful strategy for maintaining goodwill while presenting bad news to the reader?

Which of the following is a powerful strategy for maintaining goodwill while presenting bad news to the reader?

a. Delivering the message directly without much explanation.
b. Trying not to buffer or cushion the bad news.
c. Conveying the message in a blunt and frank manner.
d. Taking time to provide an alternative solution to the reader.
e. Ensuring never to end a bad-news message with a forward-looking note.

Answer: D

Which of the following is an example of presenting bad news in a positive manner?

Which of the following is an example of presenting bad news in a positive manner?

a. The writer has not tried to offer an alternative solution.
b. The writer has developed his reasoning convincingly to make the bad news appear as a logical outcome.
c. The writer has conveyed the message in a frank and blunt manner.
d. The writer has delivered the bad news-message directly without any explanations.
e. The writer has not tried to cushion the bad news.

Answer: B

The use of a buffer in a negative message indicates:

The use of a buffer in a negative message indicates:

a. a direct delivery of the message without explanations.
b. unwillingness to offer an alternative solution.
c. the writer's frank and blunt manner.
d. consideration for the feelings of the reader.
e. that the writer is not trying to cushion the bad news.

Answer: D

In terms of writing bad-news messages, which of the following is true of a buffer?

In terms of writing bad-news messages, which of the following is true of a buffer?

a. It refers to an opening that identifies the subject of the message but does not indicate that negative news is coming.
b. The person writing the bad-news message uses a buffer when he or she is not trying to cushion the bad news.
c. With the use of a buffer, the reader is conveyed negative news in a frank and blunt manner.
d. A buffer is used when the reasons for negative news are avoided in the message.
e. A buffer is used when there is negative news is directly delivered without explanations.

Answer: A

The likelihood of negative news to be received more positively is highest when:

The likelihood of negative news to be received more positively is highest when:

a. the writer does not cushion the bad news.
b. it is put in a frank and blunt manner.
c. an explanation precedes it.
d. the writer does not use a buffer in the message.
e. the writer avoids presenting reasons to the reader.

Answer: C

Moderately formal internal operational messages typically begin with _____.

Moderately formal internal operational messages typically begin with _____.

a. a positive buffer
b. a topic statement
c. a bad news
d. the problem history
e. an expression of goodwill

Answer: B

Which of the following guidelines should be followed when granting an adjustment?

Which of the following guidelines should be followed when granting an adjustment?

a. You should avoid using reader-centered language.
b. You should use negative words to describe what went wrong since positive words are misleading.
c. You should explain the situation to the customer in the case of rare and unavoidable events.
d. You should make the customer's complaint the focus of your message.
e. You should apologize at the beginning and the end of an adjustment grant message.

Answer: C

Which of the following adjustment-grant messages presents its contents in the most positive way?

Which of the following adjustment-grant messages presents its contents in the most positive way?

a. We sincerely regret the inconvenience caused to you and want to explain what happened.
b. We carefully inspected the machine as demanded by you.
c. A review of the facts surely supports our contention that the machine was not at fault.
d. Since your satisfaction with our product is important to us, we thoroughly checked the machine.
e. Inspection of the machine has taken up a lot of our time.

Answer: D

When you grant an adjustment:

When you grant an adjustment:

a. the situation is an unhappy one for the customer.
b. you are doing what you were asked to do.
c. a message written in the indirect order is appropriate.
d. you must use the we-viewpoint.
e. you should consider using negative words.

Answer: B

Which of the following should form the closing of a direct claim?

Which of the following should form the closing of a direct claim?

a. An expression of goodwill.
b. An indirect statement of what you need written in the we-viewpoint.
c. A statement with words such as disappointment and complaint that reflects your emotions.
d. A direct statement of what you need written in the we-viewpoint.
e. A fragmented phrase hinting at your requirement.

Answer: A

Which of the following words is most likely to compromise the chance of a speedy claim adjustment?

Which of the following words is most likely to compromise the chance of a speedy claim adjustment?

a. Complaint
b. Solution
c. Replacement
d. Adjustment
e. Order

Answer: A

Claim messages primarily involve:

Claim messages primarily involve:

a. unfulfilled customer expectations.
b. happy news.
c. routine circumstances.
d. positive news.
e. order inquiries.

Answer: A

Which of the following guidelines should be followed when writing a thank-you message?

Which of the following guidelines should be followed when writing a thank-you message? 

a. The writer should not omit the salutation irrespective of the relationship with the reader.
b. The writer should use the first name if the relationship with the reader is a formal one.
c. The writer should use the we-viewpoint to write the message.
d. The tone should be formal and business-like.
e. The message should be brief and direct.

Answer: E

Sometimes the task of acknowledging is complicated by your inability to send the goods requested right away. In such cases, you should:

Sometimes the task of acknowledging is complicated by your inability to send the goods requested right away. In such cases, you should:

a. use positive language.
b. focus on what could not be done and apologize.
c. use the we-viewpoint.
d. avoid focusing on the reader.
e. emphasize on the bad news.

Answer: A

Which of the following guidelines should be followed when writing order acknowledgement messages?

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 stressing that it is your company's fault.
c. Refrain from mentioning a delay if it is due to unexpected reasons.
d. Use the we-viewpoint instead of the you-viewpoint.
e. End the message on a goodwill note.

Answer: E

Which of the following is true of acknowledgements?

Which of the following is true of acknowledgements?

a. They are sent in rare cases and hence the direct order is not appropriate.
b. They restrict the use of informal language.
c. They can do away with the you-viewpoint.
d. Their primary function is to help build goodwill.
e. They are mostly routine.

Answer: E

When your response includes some bad news along with some good news, you should:

When your response includes some bad news along with some good news, you should:

a. begin with the bad news.
b. give less space to the bad news.
c. use the we-viewpoint when delivering the bad news.
d. omit the bad news and concentrate on the good news.
e. place the bad news in primary positions.

Answer: B

Which of the following is a method of making answers stand out in a response to more than two questions?

Which of the following is a method of making answers stand out in a response to more than two questions?

a. Use the we-viewpoint.
b. Use fragmented phrases.
c. Set each answer to be displayed in a different font.
d. Italicize all answers and use different font colors.
e. Place the answers in different paragraphs or number them.

Answer: E

Which of the following should be done when answering many questions in a favorable response message?

Which of the following should be done when answering many questions in a favorable response message?

a. Answer one question in one message.
b. Begin with a general statement and answer all the questions in a single paragraph.
c. Answer the most important question in the first message and reserve other questions for later messages.
d. Tell the reader that you are complying with his/her request.
e. Request the sender to limit the number of questions.

Answer: D

Which of the following best illustrates a favorable response message?

Which of the following best illustrates a favorable response message? 

a. This is in reply to your July 1 message.
b. We have received your July 1 message.
c. Your July 1 message has been received.
d. As you requested in your July 1 message, following is a summary of our experience with Safeco.
e. We received your July 1 message today.

Answer: D

Which of the following sentences will be most effective in attracting attention in a routine inquiry?

Which of the following sentences will be most effective in attracting attention in a routine inquiry?

a. There is some information that I need from you.
b. I am the human resources director of Dave Consulting and am wondering if you could send...
c. Your banquet facilities appear to be just what we need.
d. Could you please send the following information regarding...
e. It is important that I know how many...

Answer: D

Which of the following is a way of effectively structuring questions?

Which of the following is a way of effectively structuring questions?

a. Use yes/no questions since they evoke concise responses.
b. Place all questions in a single sentence.
c. Place questions in different paragraphs.
d. Avoid ordering or ranking the questions.
e. Avoid the use of bullets.

Answer: C