Deck 5: Writing Business Messages

Question 1

A euphemism is a word or phrase that is

A)possibly offensive.
B)general or abstract in meaning.
C)highly technical.
D)a milder term for one with negative connotations.

Answer 1

D

Question 2

When might a writer want to avoid using the word "you" in a message?

A)When the name of the audience member is known
B)When it is culturally inappropriate
C)When it will sound accusatory
D)When it is against company policy
E)When there is a need to foster respect and good will

Answer 2

C

Question 3

Why should biased language be avoided?

A)It makes the writer appear old
B)It might affect the honesty of the message
C)It overemphasizes the "you" attitude
D)It perpetuates stereotypes and prejudices
E)It eliminates the emotional burden on the audience

Answer 3

D

Question 4

Which of the following is one way good communicators can eliminate the use of potentially biased language?

A)Only use biased language when identifying stereotypes
B)Avoid biased language only when it indicates prejudice
C)Use bias language to reinforce the "you" attitude
D)Correct one area of bias at a time
E)Change biased language to neutral language

Question 5

Which of the following statements that would appear in a business message best reflects the "you" attitude?

A)You failed to enclose a check for $25.
B)We need a check from you for $25 so that we can send the merchandise by May 15.
C)We will send you the merchandise as soon as we receive your check for $25.
D)You will have your merchandise by July 15 if you send us your check for $25 today.

Question 6

Why is appearing to be fair and objective as important as actually being fair and objective?

A)Perception is a fundamental aspect of successful communication
B)Fairness is now a legal requirement in nearly all countries
C)Today's companies simply will not hire unfair communicators
D)Biased language,while sometimes unpleasant,is often more effective
E)Neutral language removes much of the power from your communication efforts

Question 7

What is referring to a corporate leader as a "chairman" instead of a "chairperson" an example of?

A)Hyperbole
B)Expertise
C)Gender bias
D)An endorsement
E)A euphemism

Question 8

The best way to convey the "you" attitude is to express your message in terms of

A)the needs and interests of your organization.
B)your own personal needs and interests.
C)a universal set of needs and interests.
D)the needs and interests of your audience.

Question 9

Use ________ to avoid categorizing or stigmatizing people based on their gender,race,ethnicity,age,level of ability,or other personal characteristics.

A)abstract language
B)descriptive language
C)bias-free language
D)denotative language

Question 10

Which of the following should be used to increase your audience's interest in a message?

A)The "you" attitude
B)An emphasis on negative news
C)Words such as "I," "me," and "mine"
D)Negative emotional reactions
E)Personal appeals

Question 11

How can a writer best convey the "you" attitude?

A)Use the word "you" as often as possible
B)Demonstrate genuine interest in the audience's need
C)Explain exactly what the audience needs to do to comply with the message
D)Single out the reader's achievements and why you want to do business with him or her
E)Create an emotional reaction in the reader

Question 12

Which of the following should be incorporated in writing to emphasize the positive,even in a negative situation?

A)The benefit for the audience
B)A way to hide the negative news
C)Persuasive techniques
D)Immediate feedback
E)An emphasis on etiquette

Question 13

Which of the following is a word or phrase that expresses a thought without having negative connotations?

A)Tone
B)Biased language
C)Credibility
D)Sincerity
E)Euphemism

Question 14

Bob N.Zing,the Director of Human Resources at CAP Co,Inc.,has to write an internal message to announce impending layoffs across the company.Rather than addressing the layoffs directly,Bob decides to refer to them as restructuring operations and eliminating redundancies.In this case,these euphemisms

A)reflect the standards of ethical information.
B)convey the "you attitude" for delivering bad news.
C)help employees understand the gravity of the situation.
D)fail to meet the "you" attitude test and ethical information standards.

Question 15

Using the term crippled in business communication is an example of

A)the "you" attitude.
B)emphasizing the positive.
C)disability bias.
D)none of the above.

Question 16

Which of the following are words and phrases that unfairly categorize people based on personal characteristics?

A)Objective
B)Biased language
C)Endorsements
D)Euphemisms
E)Hyperbole

Question 17

Select the sentence with the most positive emphasis.

A)We failed to complete the process audit on time.
B)We hope to complete the process audit by Friday.
C)We haven't completed the process audit.
D)Because of Joan's inaccurate figures on the Haymen project,we are not finished with the process audit.

Question 18

Which of the following indicates respect for the audience and helps foster successful communication?

A)Avoiding the "you" attitude
B)Jargon and buzzwords
C)Euphemisms
D)High standards of etiquette
E)Biased language

Question 19

The preferred title for women in business is ________,unless the individual says otherwise.

A)Mrs.
B)Miss
C)Ms.
D)Madam

Question 20

Replacing harsh,unpleasant terms with ________ can help you state your message without using words that may hurt or offend your audience.

A)abstractions
B)euphemisms
C)redundancies
D)idiomatic expressions

Question 21

Discuss why it is important to deliver negative news in as positive manner as possible.

Question 22

In addition to strong communication skills,what is needed to be a credible communicator?

A)Good news
B)Persuasive techniques
C)Support from others
D)High levels of performance
E)Credentials

Question 23

Adopting a "you" attitude in business writing is simply a matter of using the pronoun "you" as much as possible.

Question 24

Discuss how to adopt the "you" attitude.

Question 25

Which of the following is a measure of believability based on reliability and trust?

A)Timeliness
B)Awareness
C)Credibility
D)Effectiveness
E)Hyperbole

Question 26

Which of the following is an effective way to offer praise in a message?

A)Share your credentials before offering specific praise
B)Ensure the audience understands your expertise in making the statement
C)Identify a specific quality that deserves praise
D)Add an endorsement to the positive statement
E)Incorporate hyperbole whenever possible

Question 27

When adopting the "you" attitude,words such as "you" and "yours" should be replaced with words such as "I," "me," "we," and "us."

Question 28

List at least two types of biased language and explain how to avoid each type.

Question 29

Define bias-free language.

Question 30

Which of the following should be done to project the company's image in your communications?

A)Be efficient and to the point whenever possible
B)Share your credentials with all external audiences
C)Use creativity to reshape communication guidelines
D)Put your views ahead of the company's
E)Use the company's preferred communication style

Question 31

It is as important to appear to be fair as it is to actually be fair.

Question 32

List three strategies to become more sensitive to your audience's needs.

Question 33

Which characteristic is being displayed when you consider all sides of an issue?

A)Honesty
B)Audience awareness
C)Expertise
D)Objectivity
E)Knowledge

Question 34

Whether consciously or not,most readers in the workplace greet incoming messages by

A)anticipating the new knowledge they will gain.
B)setting aside enough time to read every one of them.
C)tossing them all into the trash without opening them.
D)asking the question,"What's in this for me?"

Question 35

You are scheduled to discuss a negative performance evaluation with one of the employees you supervise.How can you emphasize the positive during your conversation?

Question 36

What is the difference between delivering negative news and being negative?

Question 37

Which of the following is one of the steps in building and fostering a positive business relationship?

A)Projecting a unique image
B)Establishing credibility
C)Eliminating the "you" attitude
D)Conveying negative news in a realistic manner
E)Using euphemisms to avoid ever saying anything negative

Question 38

How does being aware of audience needs influence credibility?

A)It indicates a message has been backed up with data
B)It shows an ability to create emotional distance
C)It demonstrates honesty
D)It demonstrates sincerity
E)It indicates an understanding of what is important to the audience

Question 39

Which of the following is one way to establish credibility with the audience?

A)Show you have done your research
B)Endorse other experts in the field
C)Use a conversational tone whenever possible
D)Create a unique delivery style
E)Take advantage of mobile technology when available

Question 40

How do endorsements support a writer's credibility?

A)They are an indication of sincerity
B)They show that acknowledged experts view the writer as competent and trustworthy
C)They replace communication skills with action
D)They show the writer believes in their skills
E)They show an understanding of company image

Question 41

Audience responses to your messages depend heavily on your ________,a measure of your believability based on how reliable you are and how much trust you evoke in others.

A)persona
B)savoir-faire
C)credibility
D)none of the above

Question 42

To establish credibility with your audience,you should

A)impress them with a long list of your accomplishments.
B)be modest and deferential.
C)show that you are confident and that you believe in yourself and in your message.
D)use hedging words ("maybe," "perhaps")to demonstrate you're willing to tell your audience what they want to hear.

Question 43

List at least three personal characteristics that can help establish credibility with your audience.

Question 44

Discuss elements of building credibility with the audience.

Question 45

If you are unsure of the preferred communication style within the organization,where can you seek help?

A)Clients
B)More experienced colleagues
C)Editors
D)Internet
E)Industry professionals

Question 46

Which of the following is one way to ensure you are supporting the company's image in your communication efforts?

A)Follow organizational communication guidelines
B)Use abbreviations and texting grammar
C)Have experienced colleagues review all communications you develop
D)Use the same medium and channel whenever possible
E)Allow personal preferences to have priority over corporate preferences

Question 47

Why is it important to project the company's image in all communication,rather than your own image or personal brand?

Question 48

Which of the following helps ensure writing is simple and enhances the meaning of the message?

A)Plain language
B)Common texting symbols
C)Visuals for non-native English speakers
D)Passive voice
E)Connotative words

Question 49

Projecting a unique,personal writing style is more important than projecting the company's image.

Question 50

What do the choices you make to express yourself,including words and how you use them,create?

A)Manner
B)Tone
C)Style
D)Meaning
E)Abstract

Question 51

Which of the following will help a writer create a conversational tone in a message?

A)Use texting for writing whenever possible
B)Brag about expertise to enhance credibility
C)Use personal phrases and an intimate tone
D)Add occasional humor to lighten the mood of the message
E)Avoid clichés and complicated sentences

Question 52

Which voice is being used when the writer includes personal pronouns?

A)Passive
B)Indirect
C)Self-congratulatory
D)Active
E)Diplomatic

Question 53

Which voice should be used when attempting to solve a problem without placing blame?

A)Passive
B)Indirect
C)Self-congratulatory
D)Active
E)Diplomatic

Question 54

Which writing technique will make the message direct,lively,and easier for the audience to read?

A)Indirect
B)Active
C)Diplomatic
D)Passive
E)Self-congratulatory

Question 55

Which type of tone is created by using plain,businesslike language that is not too formal or too casual?

A)Stuffy
B)Unprofessional
C)Pompous
D)Conversational
E)Stale

Question 56

What's the problem with phrases such as,"attached please find" and "we are in receipt of"?

A)They are rude.
B)They are too intimate.
C)They are stale and pompous.
D)They involve preaching and bragging.

Question 57

When would it be appropriate to write using a passive voice?

A)When making the writing lively and engaging
B)When the writing needs to be direct
C)When attention needs to be focused on a problem rather than the people responsible for it
D)When taking credit for an action
E)When using personal pronouns

Question 58

Which of the following is one way using plain language in writing can help save the organization money while increasing productivity?

A)The message supports all user needs
B)The message does not require a translation from an active to passive voice
C)International audiences are more likely to do business with you
D)The message is easier to understand
E)Messages include more detail

Question 59

Most business communication should aim for a ________ tone.

A)formal
B)colloquial
C)conversational
D)confrontational

Question 60

Which of the following is created by the overall impression made by your message?

A)Manner
B)Tone
C)Style
D)Meaning
E)Abstract

Question 61

Discuss ways to develop a conversational but businesslike tone in written communication.

Question 62

According to the textbook,your communication style involves the choices you make to express yourself.Which one of the following will not have an effect on your communication style?

A)The words you select
B)The way you use words in sentences
C)The way you build paragraphs from individual sentences
D)None of the above.

Question 63

What does poor grammar in a document suggest to the reader?

A)Unprofessionalism
B)Haste
C)Intimacy
D)Diplomacy
E)Passive voice

Question 64

List three situations in which the passive voice can help you demonstrate the "you" attitude.

Question 65

List at least three guidelines to follow if you want to achieve a conversational tone in business messages.

Question 66

Plain language is a style of writing

A)used only for casual correspondence.
B)designed to make complex materials more understandable to the audience.
C)aimed primarily at readers for whom English is a second language.
D)inappropriate for business communication.

Question 67

Plain language is a style of writing used primarily for communicating to those who do not have a college degree.

Question 68

"The evaluator noted several shortcomings" is written in the active voice.

Question 69

How should humor be used in a message written to someone of another culture?

A)It should be supported by emoticons
B)It should be in quotation marks
C)It should be written in a passive voice
D)It should be written in an active voice
E)It should be avoided

Question 70

What is the difference between tone and style in business writing?

Question 71

When you want to express thoughts in a way that is specific and dynamic,which type of word should be used?

A)Jargon
B)Buzzwords
C)Clichés
D)Familiar
E)Strong and precise

Question 72

What is a word's denotative meaning?

A)The feelings associated with a word
B)Its literal meaning
C)An expression of a quality or characteristic
D)A broad,encompassing category of ideas
E)Its ability to stand for something that cannot be seen or touched

Question 73

To make a message more effective,incorporate humor whenever possible.

Question 74

A conversational tone is not appropriate for most business messages.

Question 75

Why is it important to use plain language in business writing,especially when writing to non-native English speakers?

Question 76

Which type of word represents things that can be seen or touch?

A)Precise
B)Concrete
C)Connotative
D)Abstract
E)Denotative

Question 77

Briefly explain the difference between the active voice and the passive voice.Include an example of each one.

Question 78

Which type of word should be used when a writer wants to express a concept or characteristic?

A)Precise
B)Concrete
C)Connotative
D)Abstract
E)Denotative

Question 79

Identify the voice in the following sentence: "Based on negative client feedback,the marketing department abandoned the campaign."

A)Active
B)Passive
C)Vocative
D)State of being

Question 80

What are the associations and feelings evoked by a word?

A)The denotative meaning
B)The abstract meaning
C)The connotative meaning
D)The concrete meaning
E)The precise meaning