Deck 5: Writing for a Positive Effect

Question 1

The you-viewpoint can be used to pursue unethical goals.

Answer 1

True

Question 2

You must be honest with your feelings and blame the reader when resolving a problem concerning him or her.

Answer 2

False

Question 3

The use of rubber stamps in business messages signals that you have quit thinking about the reader and his or her situation.

Answer 3

True

Question 4

As the middle portion of a message receives major attention, this part carries more emphasis than other parts of the letter.

Question 5

Writing in a conversational language helps build goodwill.

Question 6

In the interest of fairness, all of the facts we write about in a message should be given equal emphasis.

Question 7

The use of you-viewpoint requires the mandatory use of the word 'you' or 'your.'

Question 8

Rubber stamp expressions develop goodwill as they are adapted to different situations.

Question 9

In writing messages to an individual in an organization, it is preferred to treat the reader as a member of a broad group rather than an individual.

Question 10

A message telling a reader how to react to a message demonstrates great courtesy.

Question 11

The we-viewpoint is more effective in building goodwill as compared to the you-viewpoint.

Question 12

The more you write about a topic, the more you emphasize it.

Question 13

Negative words should be used to convey negative news as it emphasizes on the selflessness of the writer.

Question 14

People generally prefer positive to negative feelings, therefore, negative words have no place in business writing.

Question 15

In order to generate goodwill, messages should be concise and include only the barest essentials.

Question 16

Building goodwill through messages is gratifying to business people personally, but it is difficult to justify goodwill as a necessity for the survival of a business.

Question 17

Words that create positive meanings in the reader's mind usually are best for achieving a message's objectives.

Question 18

The use of strong words such as "greatest," "amazing," and extraordinary in a business message causes us to doubt its sincerity.

Question 19

A major contributor to goodwill in business documents is courtesy.

Question 20

Longer sentences give more emphasis to their contents than do shorter sentences.

Question 21

Which of the following statements has the least level of formality when compared to the other statements?

A) We have made a detailed analysis of the subject.
B) Please confirm your attendanceby replying to this message.
C) I'll double check with Susan on the matter and keep you posted.
D) Ensure that you send the email to the client by 8 P.M. today.
E) Thank you, we will get back to you within three working days.

Question 22

Which of the following statements best illustrates the conversational style?

A) With respect to your query dated 13^th November, find the required details listed below.
B) Enclosed please find the product details about which you inquired.
C) This is in reply to your letter of December 8, requesting a replacement of our product.
D) We received your package on Tuesday.
E) This is to acknowledge receipt of your letter dated 7^th July.

Question 23

The you-viewpoint is also called the:

A) you-arrogance.
B) you-attitude.
C) you-experience.
D) you-stamp.
E) you-practice.

Question 24

In which of the following cases can a formal style of writing be avoided?

A) When communicating with a family member
B) When communicating with someone at a higher level than you
C) When writing an official reprimand
D) When writing a crisis response
E) When writing a ceremonial message

Question 25

Which of the following statements is true about informal language?

A) In business, an informal style mainly involves the use of impersonal wording.
B) When used appropriately, an informal style adds goodwill.
C) In business, an informal style involves the use of stiff wording.
D) Informal language is mostly used for writing ceremonial messages.
E) Informal language is most appropriate for writing a crisis response.

Question 26

Which of the following statements best illustrates the conversational style?

A) With respect to your query dated 13^th November, find the required details listed below.
B) Enclosed please find the product details about which you inquired.
C) This is in reply to your letter of December 8, requesting a replacement of our product.
D) Your package has been shipped and will reach you on Monday.
E) This is to acknowledge receipt of your letter dated 7^th July.

Question 27

In which of the following cases will a less formal style of communication be most appropriate?

A) When communicating with someone at a higher level than the writer
B) When communicating with someone who is acquainted with the writer
C) When writing a ceremonial message, such as a commendation or inspirational announcement
D) When writing an official reprimand
E) When using genres such as letters, long reports, or external proposals

Question 28

Consider the following statement: In reply to your letter dated 12^th April, please be advised that your adherence to the following instructions will facilitate the processing of the return of your product and dispatch of purchase amount.
Which of the following statements contains the same meaning and is more conversational?

A) Here are the procedures for returning your purchase and obtaining a refund.
B) Enclosed please find the procedure for product return about which you inquired.
C) We have enclosed the technical specifications of your purchased product.
D) This is in reply to your letter dated 12^th April which requested the procedure for product return.
E) This is to acknowledge receipt of your letter dated 12^th April requesting technical specifications of the product.

Question 29

Which of the following is true about the use of you-viewpoint in writing?

A) It de-emphasizes the target audience's perspective.
B) It places the reader at the center of things.
C) It cannot be used in sentences containing the words "we" and "mine."
D) It emphasizes a writer's self centered point of view.
E) It emphasizes on the use of masculine pronouns.

Question 30

Which of the following is true about the use of you-viewpoint?

A) It de-emphasizes the target audience's perspective.
B) It involves skillfully managing people's response with carefully chosen words in a carefully designed order.
C) It cannot be used in sentences containing the words "we" and "mine."
D) It emphasizes a writer's self centered point of view.
E) It emphasizes on the use of masculine pronouns.

Question 31

John wants to send the dimensions of a table he wishes to purchase to a manufacturer as an email attachment. Which of the following statements that John could choose from best illustrates the formal style?

A) I have attached the relevant document to this email.
B) Please find attached the document containing the specifications of the table I want made.
C) Enclosed please find the specifications with which the table must be constructed.
D) Please manufacture the table as per these specifications.
E) You will find the required specifications in a document attached to the email.

Question 32

Which of the following is true about rubber stamps?

A) They are expressions used by habit every time a certain type of situation occurs.
B) They are expressions developed to be used in special situations.
C) They are expressions created to suit every individual reader.
D) They are expressions developed to be specifically used in emails.
E) They are expressions created by a writer for personal use in different circumstances.

Question 33

Which of the following is true about conversational language?

A) Conversational language is warm, natural, and personable.
B) In business, a conversational style involves the use of impersonal wording.
C) In business, a conversational style involves the use of stiff wording.
D) Conversational language is mostly used for writing ceremonial messages.
E) Conversational language is most appropriate for writing a crisis response.

Question 34

Why is the use of rubber stamps discouraged in business communications?

A) A lot of time is wasted in choosing an appropriate rubber stamp.
B) They add a personal touch to your message.
C) They are adapted to specific situations.
D) They communicate the effect of routine treatment.
E) They are not available to a writer at all times.

Question 35

The you-viewpoint:

A) should typically be avoided in a business communication.
B) emphasizes the writer's perspective.
C) places the reader at the center of things.
D) should be avoided when delivering bad-news messages.
E) cannot be used in sentences containing the words "we" and "mine."

Question 36

In which of the following cases will a less formal style of communication be most appropriate?

A) When communicating with someone at a higher level than the writer
B) When communicating with someone who is acquainted with the writer
C) When writing a ceremonial message, such as a commendation or inspirational announcement
D) When writing an official reprimand
E) When using genres such as letters, long reports, or external proposals

Question 37

Which of the following statements uses the most formal language?

A) Hello, I'll make sure I send you the required details at the earliest.
B) Hey, the project is moving ahead as expected and should be completed much ahead of the estimated date.
C) Greetings, in order to comply to the request I'll need the previous financial records ASAP.
D) Hi, did you get the chance to double check those records I sent you?
E) Hello, we will ensure that all the pending requests are resolved by the end of the day.

Question 38

Which of the following statements best illustrates the you-viewpoint?

A) I have seen that your credit is weak, so we can sell to you on a cash-only basis.
B) We are delighted to announce our company's financial gain for the last fiscal year.
C) I am happy to report that your proposal was accepted.
D) The refund has been approved and your account will be credited with the amount.
E) We would require your assistance in the near future.

Question 39

Which of the following endings used in letters do not contain rubber stamps?

A) Thank you in advance for your assistance.
B) Thank you for helping us reduce our expenses.
C) Please call me if you need further assistance.
D) If you would like additional information, please do not hesitate to contact me.
E) Thank you for your time.

Question 40

Rubber stamps should be avoided in business communications because:

A) a lot of time is wasted in choosing an appropriate rubber stamp.
B) they add a personal touch to your message.
C) they are adapted to specific situations.
D) they are not available to a writer at all times.
E) they are not specific enough.

Question 41

The use of words such as mistake, problem, error, damage, loss, and failure:

A) emphasizes the pleasant aspects of a message by bringing in the contrast.
B) puts the reader in the right state of mind.
C) is considered unethical in business communication.
D) is highly destructive of goodwill.
E) emphasizes on the self-centered view of the reader.

Question 42

Which of the following statements if true would support the critics claim that the you-viewpoint is a dishonest technique?

A) Writers admit they use the you-viewpoint to place themselves at the center of things.
B) Readers are indifferent to the you-viewpoint or the we-viewpoint in messages.
C) Readers are of the opinion that the you-view point is used to emphasize the impact of a bad news.
D) Readers claim that most online scam emails use the you-viewpoint writing.
E) The you-view point is mostly used by lawyers because readers take a longer time to understand the purpose of message written in this manner.

Question 43

Which of the following is true about the we-viewpoint?

A) The we-viewpoint is especially effective when delivering bad news.
B) The we-viewpoint places the reader at the center of things.
C) The we-viewpoint emphasizes on the use of masculine pronouns.
D) The we-viewpoint message builds more goodwill than a you-viewpoint message.
E) The we-viewpoint often emphasizes the writer's self centered point of view.

Question 44

Which of the following statements puts the blame on the reader?

A) The warranty does not apply as the product is not designed to handle a load greater than 200 lbs.
B) Ensure that the maximum load on the product does not exceed 200 lbs as it is not covered in the warranty.
C) The warranty is void since the product has been subjected to a load that exceeds 200lbs.
D) I can cover the damage under warranty only if all the specified conditions are met.
E) The warranty is null as you have used the product for loads that are greater than 200lbs.

Question 45

The use of negative words:

A) emphasizes the pleasant aspects of a message by bringing in the contrast.
B) greatly enhances your chances of achieving your message goals.
C) builds goodwill with the reader.
D) stirs up a reader's resistance to a message's goal.
E) is considered unethical in business communication.

Question 46

Which of the following statements handles its subject most negatively?

A) All the items in the third and fourth page of the catalogue are available for purchase.
B) I regret to inform you that your requested product has already been sold.
C) Only the red and blue versions of your requested product are currently available.
D) You will be notified as soon as we have your requested product in stock again.
E) You can book in advance for the next batch of the requested product.

Question 47

Which of these positions in a letter would give an idea the greatest emphasis?

A) First sentence of the middle paragraph
B) First sentence of the first paragraph
C) Middle sentence of the first paragraph
D) Middle sentence of the middle paragraph
E) Last sentence of the middle paragraph

Question 48

Martina, an employee at a hotel receives an email from a potential customer who wanted to book one of the hotel's premiere suites for a weekend. Since all the suites have been booked for the date specified by the customer, Martina needs to turn down the customer's request. Which of the following puts this message across in the most positive manner?

A) This is in reply to your request for one of our premiere suites. I regret to inform you that all our premiere suites are booked for your specified dates. Would you like to be notified when the suites are available?
B) I have received your request for one of our premiere suites. As this is the peak season, we cannot comply with the request as all our premiere suites are booked for the date specified. We sincerely hope to be contacted at a later time.
C) I am sorry to inform you that the premiere suites you requested for are all booked. I have instead sent you a list of the other suites available and will additionally notify you when a premiere suite is available.
D) Although all our premiere suites are booked for the specified date, some classic suites are still available. I have attached a document with the specifications and price listing for the same.
E) Thank you for choosing us. I'm sorry to inform you that the premiere suites are unavailable for the dates that you have mentioned. You can still choose from the various other suites that we have to offer.

Question 49

A department manager manages to procure a sum of $12,000 for a project as opposed to the $15,000 budget put forth by his subordinate. Which of the following is the most positive way of putting across this message?

A) The accounting department has refused to grant the full amount that you have stated. A sum of $12,000 has been approved instead and has been credited to the project's account.
B) You must be well aware of the current economic slump. As a result, I have not been able to procure the amount as suggested in the budget. An amount of $12,000 has been credited to the project's account.
C) The sum of $15,000 has been rejected. It has been credited to the project's account. Contact me for further assistance.
D) Funds have been credited to the project's account. The $12,000 that has been granted should allow you to complete the project. For options or assistance, you can contact me.
E) I will not be able to comply to the request. If you can cut the budget by $3000, the funds will be granted. Contact me with a revised budget at the earliest to proceed with the project.

Question 50

You can help give your documents a courteous effect by:

A) refraining from using the conversational language.
B) using the we-viewpoint instead of the you-viewpoint.
C) preaching to the reader.
D) refraining from blaming the reader.
E) refraining from personalizing a message for a reader.

Question 51

A sure way to gain goodwill is for the writer to do a little bit more than he needs to do for his reader. The best way to do this is by:

A) writing concise messages with only the barest essentials.
B) being brusque and giving the message a hurried treatment.
C) providing blunt responses to negative messages.
D) personalizing the message according to the audience.
E) using rubber stamps that is relevant to the situation.

Question 52

Which of the following statements avoids the use of a preachy tone?

A) You must take advantage of the offers that come your way in order to become successful.
B) I have to repeatedly tell you that you need to understand the various risks involved in buying stocks and not buy them blindly.
C) You can choose a plan that suits your requirements and can change plans at any time.
D) A higher discount tag on our product implies you will save more money on that product.
E) Why don't you take up the job?

Question 53

Which of the following is a shortcoming of the you-viewpoint?

A) It can be manipulative.
B) It makes it difficult for readers to quickly analyze how a given message applies to them.
C) It projects the self-centered view of the writer.
D) It projects the self-centered view of the reader.
E) It de-emphasizes the importance of the reader.

Question 54

The we-viewpoint:

A) ensures that the writer does not appear self-centered.
B) de-emphasizes the writer's perspective.
C) builds more goodwill than a you-viewpoint message.
D) places the reader at the center of things.
E) is less preferred than the you-viewpoint for bad news.

Question 55

Which is the most ideal position to place bad-news to enhance the positive emphasis of a message?

A) First line of the first paragraph
B) Middle line of the middle paragraph
C) Last line of the last paragraph
D) First line of the message
E) Last line of the message

Question 56

A writer can avoid writing preachy messages by:

A) including phrases like "you need," "you want" and "you should."
B) including flat statements of the obvious.
C) assuming the tone of a sermon.
D) writing with an equal writer-reader relationship.
E) telling a reader how to react to a message.

Question 57

Which of the following sentences handles its subject most positively?

A) We regret to inform you that we cannot hire you at this time.
B) Although we cannot hire you now, we will let you know if there are vacancies in future.
C) Regretfully, we must turn down your request for employment.
D) Unfortunately, we have no job vacancy at this time.
E) Although all of our positions are filled, we will hold your application for a possible future opening.

Question 58

Which of the following is the most useful way of emphasizing the positive and de-emphasizing the negative in your message?

A) Putting more positive points in the beginning
B) Putting more positive points in the middle
C) Putting more negative points in the beginning
D) Putting more negative points in the ending
E) Randomly distributing positive and negative points

Question 59

Joe has received an email from a supplier regarding the delay of his order. In order to maintain goodwill with the supplier, while writing his reply, Joe must:

A) adopt a passive voice.
B) be frank and clearly express his anger.
C) focus on the supplier and not the facts leading to the failure.
D) use the word 'you' as much as possible to make the supplier understand the situation better.
E) use more negative words than positive words.

Question 60

Which of the following sentences handles its subject most positively?

A) Talking is permitted only during the break.
B) You must not talk while the class is in progress.
C) Do not talk during class time.
D) You are prohibited from talking during class.
E) Talking is not permitted during class time.

Question 61

Discuss the impact of negative words in business messages.

Question 62

Define and explain the importance of you-viewpoint in a business message. With an example, show how the use of you-viewpoint and we-viewpoint is not defined only by the use of second-person pronouns.

Question 63

Consider the following statement: "We cannot exchange this item as you have not supplied us with the original purchase invoice." How can this statement be changed such that it avoids putting blame on the reader? List some strategies that ensure a message does not blame a reader.

Question 64

Consider a situation that a customer has written to complain about the poor service at the restaurant you are managing. You are aware that the problem occurred because two of the waiters had not turned up on that day, and you try to remedy the problem by offering a special discount on her next visit. Compose a message that emphasizes the positive and de-emphasizes the negative and is likely to build goodwill with a reader.

Question 65

John is given the task of writing a review for a product and is required to include the positive and negative features of the product. In order to emphasize the pros and de-emphasize the cons of the product he must:

A) include positive points at the beginning and middle, and include negative points at the ending.
B) start off with neutral statements and end with negative points.
C) start with the negative points and end with the positive points.
D) start and end paragraphs with positive points, and place the negative points in the middle.
E) dedicate separate paragraphs for the positive points and the negative points.

Question 66

The excessive use of positive emphasis can be unethical as:

A) it focuses on the self-centered view of the reader.
B) it focuses on the self-centered view of the writer.
C) it causes the reader to overlook an important negative message.
D) de-emphasizes the writers importance.
E) it leads to different interpretations.

Question 67

Which of the following sentences will have the most positive effect?

A) We cannot provide a refund for the purchased product.
B) Your inability to produce the purchase invoice has resulted in a refund being refused.
C) We can offer you a refund if you can provide us with the purchase invoice.
D) While a refund is not possible at the given time, we can do so if you submit the purchase invoice.
E) We cannot provide a refund unless you provide the purchase invoice.

Question 68

Discuss the importance of a positive effect in business messages.

Question 69

Detail how the use of conversational language helps build goodwill. For a topic of choice, write two statements, one formal and one in conversational style.

Question 70

List at least five techniques that enhance courtesy in business messages.
Students' can list any five techniques from the given choices. 1) writing in conversational language 2) employing the you-viewpoint 3) choosing positive words 4) avoid blaming the reader 5) refrain from preaching 6) do more than what is expected? 7) be sincere

Question 71

Less important information can best be de-emphasized in a business message by:

A) including it in a short sentence.
B) including it as a modifying phrase.
C) including it in a simple sentence.
D) including it as a main clause.
E) including it at the start of an opening statement.

Question 72

You can enhance the positivity of a business message by:

A) minimizing the negative content and emphasizing the positive content.
B) maximizing the negative content and de-emphasizing the positive content.
C) minimizing the negative content and de-emphasizing the positive content.
D) maximizing the negative content and emphasizing the positive content.
E) equalizing the emphasis on the positive and the negative content.

Question 73

Detail the three major techniques of emphasizing the positive and de-emphasizing the negative in business messages.

Question 74

In the context of business messages, discuss preaching, its different forms and explain why it is not courteous to preach in business messages.

Question 75

What are rubber stamps? Why is the use of rubber stamps detrimental to building goodwill with a reader?