Deck 4: Writing Business Messages

Question 1

Oral communication generally requires more tact than written messages.

Answer 1

False
Explanation: Written messages and most forms of digital communication generally require more tact than oral communication. When you're speaking to someone live, you can soften your words by your tone of voice and facial expressions. Plus, you can adjust your approach according to the feedback you get. However, if you inadvertently offend someone in writing or in a podcast, for example, you usually don't get the immediate feedback you would need in order to resolve the situation. In fact, you may never know that you offended your audience.

Question 2

If an audience does not immediately understand how a message pertains to them,they are less likely to pay attention to the message.

Answer 2

True
Explanation: Audiences tend to greet incoming messages with a selfish question: "What's in this for me?" If your target readers or listeners don't think a message applies to them, or if they don't think you are being sensitive to their needs, they won't pay attention. You can improve your audience sensitivity by adopting the "you" attitude, maintaining good standards of etiquette, emphasizing the positive, and using bias-free language.

Question 3

Which of the following is an example of language that does not contain a bias based on gender?

A)The company hired four new salesmen.
B)The typical executive spends four hours of his day in meetings.
C)When I met with the nurse, she told me to stay home another day.
D)The new director of operations is Mrs. John Smith.
E)The average worker spends 20 hours per week on emails.

Answer 3

E
Explanation: E)Words such as salesmen, his, she and titles that indicate marital status (Mrs. John Smith)are all examples of gender bias. Phrases such as "average worker" and eliminate gender clues before "email" makes a statement bias free.

Question 4

Discuss the meaning of bias-free language and identify four areas when bias generally occurs.Provide examples of biased and bias free language for each area.

Question 5

When developing a written communication,which of the following is true?

A)Written communication uses the "you" attitude less often than oral communication.
B)Written communication requires more tact than oral communication.
C)Written communication allows the writer to adjust the message based on the audience's reaction.
D)Written communication is typically less formal.
E)Written communication provides the opportunity for better feedback.

Question 6

Which of the following uses bias-free language?

A)Despite Ms. Curtis's disability, she does a good job.
B)Ms. Curtis's disability does not prevent her from doing a good job.
C)For a disabled person, Ms. Curtis does a good job.
D)Ms. Curtis's employee evaluations rank among the top five in the company.
E)Ms. Curtis is disabled, but she does a good job nonetheless.

Question 7

Writing in terms of your audience's interests and preferences is an example of what?

A)Good etiquette
B)"You" attitude
C)Reflective writing
D)Bias-free language
E)Credibility

Question 8

Which of the following is least likely to be representative of age bias?

A)Young and energetic
B)Three years of experience
C)Entry level
D)Senior
E)Mature

Question 9

A euphemism is a word that conveys meaning without carrying negative connotations.

Question 10

What will best motivate an audience member to take a particular action identified in a communication?

A)Their understanding the consequences of not taking the action
B)Using a courteous tone that requests immediate action
C)Using basic manners such as "please" and "thank you"
D)Their understanding of how taking the desired action will benefit them
E)Copying a senior leadership member in the communication

Question 11

Which of the following could result from the use of euphemisms?

A)Euphemisms often convey disrespect or rudeness.
B)Negative news is conveyed in a negative way.
C)There is a risk that the truth might be obscured.
D)Euphemisms can trigger negative connotations.
E)Euphemisms usually offend the listener.

Question 12

The measure of a person's believability is known as what?

A)Qualifications
B)Credibility
C)Endorsement
D)Credentials
E)Objectivity

Question 13

By referring to a new employee as "young and energetic," what kind of bias is being used?

A)Gender bias
B)Age bias
C)Racial bias
D)Disability bias
E)Ethnicity bias

Question 14

Which of the following best describes bias-free language?

A)Bias-free language is often unethical.
B)Bias-free language makes the user sound prejudiced.
C)Bias-free language avoids words and phrases that unfairly stigmatize people.
D)Bias-free language supports the stereotypes and prejudices that it reflects.
E)Bias-free language communicates from the audience's point of view and generally supports the audience's interests and preferences.

Question 15

Which of the following sentences best displays the "you" attitude?

A)As soon as you tell us the size you want, we can ship your order.
B)What size do you need?
C)We can't process your order without knowing the size.
D)You didn't indicate a size so we can't process the order until you do.
E)Please fill out the enclosed card indicating color and size, and your order will ship immediately.

Question 16

Education,past successes and research are all examples of what credibility building characteristic?

A)Objectivity
B)Sincerity
C)Endorsements
D)Professionalism
E)Credentials, knowledge, and expertise

Question 17

When the audience considers performance levels,what do they look for?

A)Endorsements from experts
B)Evidence you can get the job done
C)Education and special training in the field
D)An understanding of what is important to them
E)Confidence

Question 18

When dealing with an emotional issue,the ability to distance yourself from the emotional aspect of the issue is called what?

A)Credibility
B)Honesty
C)Objectivity
D)Expertise
E)Confidence

Question 19

Helping the company build and maintain positive relationships with stakeholders is an aspect of what?

A)Professionalism
B)Protecting the company's image
C)Communication style
D)Sincerity
E)Relationship building

Question 20

When you let the audience know that you understand what is important to them by using the "you" attitude,what characteristic of credibility is being displayed?

A)Honesty
B)Objectivity
C)Awareness of audience needs
D)Endorsements
E)Sincerity

Question 21

Obscure word or phrases that are meant to impress others are generally considered what?

A)Text language
B)Passive language
C)Humorous language
D)Obsolete or pompous language
E)Insincere language

Question 22

Which of the following will best help a new employee establish credibility with customers?

A)Understanding the company's history
B)Establishing qualifications and areas of expertise
C)Being aware of communication skills
D)Bragging about previous records and successes
E)Using hyperbole when discussing past achievements

Question 23

Which of the following is most likely to create a conversational tone in a business message?

A)Text words
B)Pompous language
C)Plain language
D)Intimacy
E)Humor

Question 24

Identify and discuss several ways to build,maintain or repair credibility.

Question 25

In general,the higher the message goes in the organization,the more formal the tone.

Question 26

Which of the following is true regarding texting?

A)Acronym-filled language is appropriate for coworkers.
B)Casual, acronym-filled language is not appropriate on the job.
C)Casual language is appropriate for internal messages.
D)Text writing is a more efficient use of company time and resources.
E)Casual, acronym language is only appropriate when communicating with a mobile device.

Question 27

In general,most business messages are written using what type of tone?

A)Conversational
B)Casual
C)Abstract
D)Formal
E)Objective

Question 28

Successful communication relies on a positive relationship between the sender and the receiver.

Question 29

When diplomacy is called for,what writing style would be most appropriate?

A)Active voice
B)Intimacy
C)Passive voice
D)Obsolete language
E)Conversational tone

Question 30

Which of the following is true for employees who represent a company to stakeholders and other members of the public?

A)Communication style should be relaxed.
B)Communication style should be reflective of the person communicating.
C)Communication should be scripted without deviation.
D)Communication should be handled consistently regardless of audience.
E)Communication should be based on predetermined guidelines set up by the organization.

Question 31

To make a communication more direct and easier to read,what writing style should be used?

A)Active voice
B)Passive voice
C)Sincere language
D)Obsolete language
E)Plain language

Question 32

Producing a document that allows the audience to easily grasp the meaning the first time they read it requires what type of language choices?

A)Passive
B)Pompous
C)Active
D)Sincere
E)Plain

Question 33

The interest and preferred communication style of your company takes precedence over your own views and personal communication style.

Question 34

The words you choose and how you use those words helps to create what aspect of a communication?

A)Active voice
B)Style
C)Intimacy
D)Tone
E)Sincerity

Question 35

When would a writer choose to use a passive voice?

A)When placing blame or giving credit
B)When creating an impersonal tone
C)When there is a need for strong sentence structure
D)When there is a need for writing that is direct and lively
E)When there is a desire to make the writing easier to read

Question 36

Sincerity is best displayed when specific qualities that warrant praise are pointed out.

Question 37

When representing the organization to stakeholders,what communication style is most important?

A)One that projects the company's public image
B)Direct
C)Indirect
D)One that best displays credentials and expertise
E)One that is performance based

Question 38

The overall impression a message makes is called what?

A)Active voice
B)Style
C)Intimacy
D)Tone
E)Sincerity

Question 39

After you have established credibility,you need to spend time convincing people that you are a trustworthy source of information.

Question 40

A statement on your behalf by someone who is accepted as an expert by the audience is called what?

A)Qualification
B)Image enhancement
C)Euphemism
D)Credential
E)Endorsement

Question 41

The specialized language of a particular profession or industry is known as clichés.

Question 42

Words that are broad and encompass a category of ideas are called what?

A)Abstract words
B)Concrete words
C)Clichés
D)Buzzwords
E)Denotative words

Question 43

Words or phrases that are so common they have lost their power to communicate are called what?

A)Abstract words
B)Concrete words
C)Clichés
D)Buzzwords
E)Jargon

Question 44

Develop a scenario where a passive voice would be appropriate to use,identifying reasons for using the passive voice.

Question 45

To aid the understanding on the part of the audience,what types of words should be used?

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

Question 46

Errors of grammar of usage may result in which of the following?

A)An opportunity for a rewrite
B)There are no consequences if the idea is well developed
C)The need to impress the reader with other aspects of professionalism
D)A better understanding of jargon and buzzwords
E)The loss of credibility with the audience

Question 47

Which of the following is not a basic sentence structure?

A)A passive sentence
B)A simple sentence
C)A compound sentence
D)A complex sentence
E)A compound-complex sentence

Question 48

Which of the following has an independent clause and one or more subordinate thoughts?

A)A passive sentence
B)A simple sentence
C)A compound sentence
D)A complex sentence
E)A compound-complex sentence

Question 49

Which of the following has two main clauses and expresses two or more thoughts of equal importance?

A)A passive sentence
B)A simple sentence
C)A compound sentence
D)A complex sentence
E)A compound-complex sentence

Question 50

Which of the following are most open to interpretation by the audience,based on their experiences?

A)Abstract words
B)Concrete words
C)Clichés
D)Buzzwords
E)Jargon

Question 51

Words that express thoughts clearly tend to be what types of words?

A)Jargon
B)Concrete words
C)Strong, precise words
D)Abstract words
E)Nouns

Question 52

All nouns used in a business message are concrete words.

Question 53

Discuss six methods a writer can use to create a conversational tone in a business message.

Question 54

Which of the following is a specialized language for a particular profession or industry?

A)Abstract words
B)Concrete words
C)Clichés
D)Buzzwords
E)Jargon

Question 55

When should you begin to compose the first draft of a business message?

A)When subject matter is determined
B)When audience is identified
C)When research is complete
D)When you have determined how to adapt to a specific audience
E)As soon as the writing effort is assigned to you.

Question 56

Which of the following is a term or phrase associated with a cultural change?

A)Abstract words
B)Concrete words
C)Clichés
D)Buzzwords
E)Jargon

Question 57

Identify a list of 20 potentially weak words,phrases,clichés,buzzwords and jargon,and develop stronger,more meaningful alternatives for each.

Question 58

Poor grammar suggests to readers that you lack professionalism.

Question 59

To develop a strong business message,which word choices should be avoided?

A)Jargon
B)Abstractions
C)Strong words
D)Familiar words
E)Buzzwords

Question 60

To create an objective tone,avoid personal pronouns.

Question 61

Words such as "similarly","likewise" and "still" indicates what type of transition?

A)Additional detail
B)Comparison
C)Cause and effect
D)Illustration
E)Condition

Question 62

What can be done to draw attention to the important ideas in the document?

A)Use compound-complex sentences.
B)Use simple words to describe the idea.
C)Give the important ideas more space.
D)Use phrases in the writing such as "this is important."
E)Place the noun(s)before the verb(s).

Question 63

What technique for paragraph development focuses on the reasons for something?

A)Problem and solution
B)Classification
C)Cause and effect
D)Comparison or contrast
E)Illustration

Question 64

A series of simple sentences can be tiring and confusing to read.

Question 65

A simple sentence can be expanded by nouns and pronouns serving as objects of the action.

Question 66

Which of the following is an advantage of using transitions?

A)Transitions allow for simple sentences.
B)Transitions represent common ties in unrelated thoughts together.
C)Transitions allow the reader to follow point by point.
D)Transitions result in unified paragraphs.
E)Transitions make the writing more believable and professional.

Question 67

Which of the following has two main clauses,at least one of which contains a subordinate clause?

A)A passive sentence
B)A simple sentence
C)A compound sentence
D)A complex sentence
E)A compound-complex sentence

Question 68

A writer should strive for variety and balance by using all four sentence types.

Question 69

To relate one thought to another,what writing technique should be used?

A)Topic sentences
B)Unified paragraphs
C)Transitions
D)Complex sentences
E)Bullet points

Question 70

How many main clauses in a simple sentence?

A)One
B)Two
C)Three
D)Four
E)Five

Question 71

Creating a document that uses primarily simple sentences will result in a document with which of the following attributes?

A)Thoughts will be properly expressed.
B)The writing will sound choppy.
C)The sentence structure will be tiring to read.
D)The document will be easy to understand and follow.
E)The relationships between ideas will be easy to identify.

Question 72

When a topic needs to be explained or expanded,what can be used?

A)Follow up paragraphs
B)Support sentences
C)Compound-complex sentences
D)Transitions
E)Unifying sentences

Question 73

A transition that indicates a time sequence would use which of the following choices?

A)That is, as I mentioned earlier
B)After, when, meanwhile
C)In this case, for instance
D)Yet, conversely, nevertheless
E)Because, accordingly, as a result

Question 74

A paragraph that uses examples or demonstrates a main idea uses what technique for paragraph development?

A)Illustration
B)Comparison or contrast
C)Cause and effect
D)Classification
E)Problem and solution

Question 75

The sentence that introduces a topic in a paragraph is called what?

A)Topic sentence
B)Unifying sentence
C)Coherency
D)Support sentences
E)Transitions

Question 76

When showing how a general idea is broken into specific categories,how should a paragraph be developed?

A)Using problem and solution
B)Using classification
C)Using cause and effect
D)Using comparison or contrast
E)Using illustration

Question 77

Which of the following sentence types tends to be the most specifically related to the subject?

A)Topic sentences
B)Support sentences
C)Simple sentences
D)Transitional sentences
E)Unifying sentences

Question 78

Which of the following is a complex sentence?

A)Madrid has many museums and art galleries.
B)The city is well known for its nightlife, and its cafes are popular with tourists and locals alike.
C)Though bullfighting is censured by some, its popularity in Madrid continues unabated.
D)Madrid is a historical and cultural center in Spain.
E)The nightlife of Madrid is deservedly famous, but classical music still finds firm followers.

Question 79

Which of the following is the least effective way to incorporate a transition?

A)Use words that are frequently paired.
B)Echo a word or phrase from a previous paragraph.
C)Use a pronoun that refers to a precious noun.
D)Begin a new paragraph.
E)Use connecting words.

Question 80

To downplay an idea,the writer should do what?

A)Make the idea the subject of the sentence.
B)Place the idea at the end of the sentence.
C)Fill the sentence with multiple, contrasting ideas.
D)Place the idea in the middle of the sentence.
E)Devote more words to explaining the idea.