Deck 12: Communicating With Positive Emphasis

Question 1

Starting a message with the information the reader most wants to know is a form of you-attitude.

Answer 1

True

Question 2

It is permissible to talk about your feelings when you are offering sympathy.

Answer 2

True

Question 3

Impersonal constructions can help you to convey critical information tactfully.

Answer 3

True

Question 4

"We have decided to extend our service to you by remaining open until midnight on New Year's Eve".Which of the following options correctly evaluates the sentence AND explains the reason for the evaluation.

A)Good you-attitude because it contains the word "you"
B)Lacks you-attitude because the "service" referred to is not specified
C)Lacks you-attitude because it focuses on what the writer is doing
D)Good you-attitude because it stresses reader benefits

Question 5

"I have negotiated an agreement that gives you a 10% discount for any domestic flight charged on our company credit card".Indicate the alternative that BOTH correctly evaluates the sentence and correctly explains the reason for the evaluation.

A)Lacks you-attitude because it does not mention whether the reader travels very much
B)Lacks you-attitude because it focuses on what the writer has done
C)Good you-attitude because it contains a reader benefit
D)Good you-attitude because the reader is getting something valuable for traveling

Question 6

Using "you" is especially important when pointing out the reader's mistakes.

Question 7

Which of the following sentences exhibits the MOST you-attitude?

A)You cannot enrol in the program until you are 20 years old.
B)You may enrol in the program any time after your twentieth birthday.
C)Before your twentieth birthday,you cannot enrol in the program.
D)I regret that I cannot enrol you in the program until you turn 20.

Question 8

"We" should never be used in a business situation because it focuses on the writer not the reader,thus making the reader feel excluded.

Question 9

Readers will be most interested in messages that are about them.

Question 10

"We give you" lacks you-attitude,because the sentence focuses on what we are doing.

Question 11

To create goodwill,avoid using appendices.

Question 12

Use "I" rarely in external messages.

Question 13

Using you-attitude means making it easy for readers to do what they want.

Question 14

Your supervisor,Pierre Landry,is going on an extended sick-leave.Some of your co-workers suggest sending him an electronic greeting card.You say that a paper card
That you and your co-workers sign would be a better choice since you work closely with Pierre and know his preferences.Indicate the alternative that supports your opinion and would reflect the most audience oriented choice.

A)You-attitude can be conveyed by choosing the appropriate medium.
B)You-attitude can be conveyed in any medium.
C)You-attitude can be misunderstood in electronic messages.
D)You-attitude can be inappropriate when dealing with personal matters.

Question 15

You-attitude is unnecessary in documents that express good news.

Question 16

You-attitude demonstrates your inability to see another point of view.

Question 17

"I am pleased to let you know that the new computers have arrived".Does this sentence have good you-attitude?

A)No,since the reader does not care about the writer's emotions
B)Yes,since it is positive
C)Yes,since it contains a reader benefit
D)No,since the sentence does not begin with "you"

Question 18

It is appropriate to mention your own feelings in a letter of congratulations.

Question 19

Appearance,layout,visuals,content,and language all contribute to reader-centred documents.

Question 20

You-attitude emphasizes what you,the writer,wants to communicate.

Question 21

Which of the following is a way to build goodwill?

A)Explain to readers how the subject of your message affects them.
B)Put the information that you are most interested in first.
C)Draw out and explain all the information related to the service provided.
D)Arrange the information to meet your needs.

Question 22

Which of the following defines a clear message?

A)It provides specific details in concrete language.
B)It uses friendly language.
C)It signals to the reader that it is a social message.
D)It defines the purpose of the sender.

Question 23

In which of the following situations would using the word "you" typically NOT be a good choice?

A)When you want to congratulate your subordinate for her promotion
B)When you must inform a subordinate that you have forwarded her idea on to your supervisor
C)When you must inform a subordinate that she has inadvertently made a costly error
D)When you want to focus on what the reader will gain from your new policy

Question 24

For a message to be clear,it must:

A)define the purpose of the sender.
B)signal to the reader that it is a social message.
C)be organized so that form follows function.
D)use friendly language.

Question 25

For a message to be concise,it must:

A)use only headlines and lists to convey the message.
B)use additional transitional phrases to lead the reader from one idea to the next.
C)define the purpose of the sender.
D)provide all relevant information using the fewest possible words.

Question 26

Which of the following helps create you-attitude?

A)Avoid "we" when it includes the reader.
B)In positive situations,use "I" more often than "you".
C)Use "we" when it includes the reader.
D)In negative situations,use "you" more often than "I".

Question 27

The message you want to send has many complex pieces of information.What is the BEST strategy to achieve goodwill through organization?

A)Put information that is most important to your company first.
B)Put the information that is most important to you first.
C)Put separate pieces of information under headings.
D)Put all necessary proof,explanations and examples in your message.

Question 28

Which of the following is NOT a principle for achieving you-attitude?

A)Do not presume that you know how the reader feels or will react.
B)Focus on what the reader receives or can do.
C)Always use the word "you".
D)In positive situations,stress what the reader wants to know.

Question 29

Which of the following is a way to create goodwill?

A)Arrange the information to meet your needs.
B)Anticipate and answer questions or objections the reader is likely to have.
C)Do not use headings and lists.
D)Give the reader all the information about the service provided.

Question 30

Which of the following is a way to build goodwill with content?

A)Explain objections the sender has.
B)Show why information that the reader did not ask for,but that you have included,is important.
C)Draw out and explain all the information related to the service provided.
D)Arrange the information to meet your needs.

Question 31

For a message to be correct,it must:

A)use friendly language.
B)be writer-centred.
C)provide specific details in abstract language.
D)demonstrate revision,editing,and proofreading.

Question 32

Which of the following does creating you-attitude involve?

A)Making deliberate choices in features that influence your audience to pay attention to and act on your message
B)Focusing on what the writer is doing
C)Choosing similar layouts,content,language,and organization for every message
D)Using "I" in a job application letter

Question 33

Which of the following is a feature of a message that is comprehensive?

A)Does not tell the audience what's in it for them
B)Defines the purpose of the sender
C)Uses a thesis to establish unity and coherence
D)Avoids the use of transitional words and phrases

Question 34

Identify the sentence that uses a passive verb to avoid assigning blame.

A)An addition error was made in your last invoice.
B)An addition error appeared in your last invoice.
C)You seem to have made an addition error in your last invoice.
D)Your last invoice contained an addition error.

Question 35

Which of the following is true?

A)Use you when you want to restrict the reader's freedom.
B)Second person shows that everyone is being treated the same way.
C)Third person shows that everyone is being treated the same way.
D)When you expand the reader's freedom,talk about the group to which the reader belongs.

Question 36

Which of the following defines a comprehensive message?

A)It tells the audience what's in it for them.
B)It answers the writer's questions,concerns,and objections.
C)It demonstrates that the reader knows,understands,and respects the sender.
D)It is writer-centred.

Question 37

How can your message communicate you-attitude when you restrict the reader's freedom?

A)By talking about how the subject of the message affects the reader
B)By talking about your feelings
C)By talking about the group to which the reader belongs
D)By talking about the reader's feelings

Question 38

For a message to be complete,it must:

A)tell the audience what to do next or what is going to happen next.
B)be writer-centred.
C)signal to the reader that it is a social message.
D)always use friendly language.

Question 39

A message can build goodwill with content by:

A)putting the information that readers are most interested in first.
B)explaining all the objections the sender has.
C)using an appendix or attachment for information that the reader may want to see but that does not directly support your purpose.
D)adding all the information that the sender did not ask for,but which you think is important.

Question 40

A message can build goodwill with organization by:

A)being concise and complete: give the reader the necessary information and only the necessary information to get the results you want.
B)anticipating and answering questions or objections the reader is likely to have.
C)using headings and lists so that the reader can find key points quickly.
D)explaining to readers how the subject of your message affects them.

Question 41

List and explain the four ways to create you-attitude.

Question 42

List three questions you can ask to evaluate how comprehensive a message is.

Question 43

Does the term "you-attitude" mean using the word "you" in messages?

Question 44

Describe how you can communicate incomplete information in a message and still create goodwill.

Question 45

Explain,with an example,how an impersonal construction can protect the reader's ego.