Deck 11: Communicating Reader Benefits

Question 1

When the reader must meet a requirement to get a benefit,maximize positive emphasis by mentioning the benefit first.

Answer 1

True

Question 2

"Fail","fault",and "fear" are negative words or words with negative connotations.

Answer 2

True

Question 3

De-emphasize negative information by giving it as little space as possible.

Answer 3

True

Question 4

For most readers,legal words and phrases have positive connotations.

Question 5

Positive emphasis is always used ethically.

Question 6

Positive emphasis is persuasive.

Question 7

Which of the following statements would lay emphasis on negative information?

A)Carefully avoid negative words and words with negative connotations.
B)Focus on limitations.
C)Put the negative information in the middle and present it compactly.
D)Justify negative information.

Question 8

Tone is the explicit attitude of the writer toward the reader.

Question 9

When you have to give bad news,using a straightforward negative can build credibility.

Question 10

People who choose to communicate positively tend to live longer and healthier lives.

Question 11

Which of the following statements is true?

A)Negative words,in a draft,should not be substituted.
B)Sentences with three or more negatives are easier to understand.
C)If a sentence has two negatives,they should be substituted with one positive term.
D)When one must use a negative term,the most negative word that is accurate should be used.

Question 12

"If you can't understand this explanation" is an example of a negative expression.

Question 13

Which of the following words is LEAST negative?

A)Cautious
B)Worried
C)Afraid
D)Unsure

Question 14

"Hidden negatives" are words that are not negative in themselves but become negative in context.

Question 15

There are only two techniques used to de-emphasize negative information.

Question 16

Flight delays due to severe weather prevented the product samples from reaching your customers in northern Ontario.Which of the following is the BEST response to customer queries?

A)You will not receive the new product samples on time.
B)The new product samples are on their way to you.
C)The arrival of our new product samples has been delayed by severe weather.The new delivery time is Friday morning.
D)You will have to wait only three more days for the new product samples.

Question 17

If you are trying to de-emphasize negative information,place it at the bottom of the first page of a letter or memo.

Question 18

If you are writing a letter to a stranger,create goodwill by using the recipient's first name.

Question 19

Wait until the end of a message to apologize.

Question 20

Which of the following is true about positive emphasis?

A)It has no relationship with the financial success of a company.
B)It leads to ineffective communication.
C)It helps perceive failures.
D)It is essential to recruit,retain,and motivate employees.

Question 21

Which of the following sentences would be considered the highest level of politeness?

A)All expenses must be submitted by Friday to be reimbursed.
B)Please submit your itemized expenses by Friday.
C)Would you be able to submit your expense report by Friday?
D)Submit your itemized expenses to me by Friday.

Question 22

Which of the following is true about legal phrases?

A)They have positive connotations for most readers.
B)They should be used whenever possible.
C)They sound more positive if one replaces them with everyday English.
D)They do not have associated meanings.

Question 23

Which of the following is incorrect about positive emphasis?

A)It always leads to positive results.
B)It enhances reputation.
C)It helps build business.
D)The methods to achieve it can be misused.

Question 24

Identify the sentence that uses the most positive emphasis.

A)Unfortunately,your new credit card can't be used until you activate it.
B)We're happy to inform you that your new credit card will be ready to use as soon as you activate it.
C)Before your first purchase,you'll need to activate your new credit card by calling 1-800-465-2104.
D)Your brand new credit card will be ready to use as soon as you are able to activate it.

Question 25

When eliminating negative words,you must be sure to:

A)maintain accuracy.
B)use personal statements that specify details.
C)not specify too many details.
D)replace them with positive ones.

Question 26

In a progress report announcing a project delay to your boss,which of the following would be an audience-based benefit of taking more time to complete the work?

A)You (the writer)won't have to work over the weekend.
B)The quality of the work will improve.
C)There's room in the budget for additional workdays.
D)Your boss can take some time off to de-stress.

Question 27

Your supervisor forwarded you a press release related to your project.Which of the following replies conveys the best tone?

A)From everyone on the team: thank you!
B)Thank you for your attention to this matter.
C)Thanks for forwarding the press release-we were able to include it in our report.
D)Thanks.Couldn't have done it without you.

Question 28

If the negative is truly unimportant,it should be:

A)stated.
B)inferred.
C)omitted.
D)connoted.

Question 29

Which of the following sentences is an indirect request?

A)Would you be able to enclose a CD of your presentation?
B)Please enclose a CD of your presentation.
C)A CD of your presentation should be enclosed.
D)Enclose a CD of your presentation.

Question 30

In which of the following situations is it NOT acceptable to omit negative information?

A)When the reader needs the information to make a decision
B)When the reader already knows the information
C)When the information would not affect the reader's decision
D)When the reader doesn't know the information,even though it is not trivial

Question 31

The best place to put negative information in a negative message is:

A)the middle of the message.
B)the end of the message.
C)in a footnote.
D)the centre of a paragraph.

Question 32

Which of the following is a way to emphasize a message in lengthy memos?

A)Placing it at the bottom of the second page
B)Placing it at the top of the second page
C)Giving it considerable space
D)Placing it at the bottom of the first page

Question 33

To de-emphasize a negative,one should put it in the:

A)appendix.
B)last sentence of a message.
C)first sentence of a message.
D)middle of a message.

Question 34

Which of the following is true about hidden negatives?

A)They are negative in themselves.
B)They become positive in context.
C)After a positive statement,they can become negative.
D)Such words suggest that the speaker is sure about what he/she is saying.

Question 35

Which of the following is true about hidden negatives?

A)They become positive in context.
B)Such words suggest that the speaker is sure about what he/she is saying.
C)They are negative in themselves.
D)Removing negatives does not mean being arrogant or pushy.

Question 36

Which of the following sentences contains a hidden negative?

A)The kit contains no less than 200 pieces.
B)You will no longer have to wait for getting your pictures developed.
C)No one under 20 was at the party.
D)Our application process has been improved.

Question 37

Which of the following statements is true?

A)Requests should always be put as questions.
B)Higher levels of politeness make a request clearer.
C)Requests may seem like orders,simply phrased in polite terms.
D)Requests should not be framed in conversational language.

Question 38

Which of the following is the best way to show positive emphasis?

A)Focus on the alternatives that remain
B)Report failures
C)Connote uncertainty
D)Use double negatives

Question 39

Which of the following is true about hidden negatives?

A)Such words suggest that the speaker is sure about what he/she is saying.
B)Removing negatives means being arrogant or pushy.
C)They are negative in themselves.
D)They can indicate a shift.

Question 40

Which of the following is an undesirable tone for business writing?

A)Friendly
B)Stiff
C)Confident
D)Polite

Question 41

What are hidden negatives? Give three examples and explain why they are hidden negatives.

Question 42

Why is important for business to act ethically? How does it benefit?

Question 43

What is the main reason for choosing a higher level of politeness in your message?

Question 44

List 10 words that are negative or have negative connotations.

Question 45

When can you ethically omit negative information?