11/1/2018 Multiple Choice Quiz

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Multiple Choice Quiz Out of 10 questions, you answered 4 correctly with a final grade of 40%
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The correct answer for each question is indicated by a .

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

INCORRECT
A) When communicating with a person you know, such as a co-worker

B) When communicating with someone at a higher level than you

C) When writing a ceremonial message

D) When writing an official reprimand

E) When writing a crisis response

Feedback:
Learning Objective: 05-02
Topic: Using a Conversational Style
Blooms: Understand
AACSB: Communication
Level of Difficulty: Medium
A formal writing style is appropriate when you are: communicating with someone you don't know; communicating with someone at a higher level than
you; writing a ceremonial message, such a commendation or inspirational announcement; and, writing an extremely serious message, such as crisis
response or official reprimand.

2 Which of the following sentences uses the most conversational phrasing?

INCORRECT
A) Please refer to our May 7 email in which we explain how to file a claim.

B) In reply to your January 13 letter, please be informed that your adherence to instructions outlined therein will greatly facilitate the attainment of our objective.

C) Enclosed herewith is the brochure about which you had made an inquiry.

D) I shall be most pleased to avail myself of your kind suggestion when and if prices decline.

E) This is to acknowledge the receipt of your report.

Feedback:
Learning Objective: 05-02
Topic: Using a Conversational Style
Blooms: Apply
AACSB: Reflective Thinking
Level of Difficulty: Hard
Phrases such as "please be informed," "your adherence," "enclosed herewith," and "avail myself" create an unnatural style rather than a conversational
style.

3 CORRECT The you-viewpoint:

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11/1/2018 Multiple Choice Quiz

A) should typically be avoided in a business communication.

B) emphasizes the writer's perspective.

C) builds goodwill in written messages.

D) places the writer at the center of things.

E) should be avoided when delivering bad-news messages.

Feedback:
Learning Objective: 05-03
Topic: Using the You-Viewpoint
Blooms: Understand
AACSB: Communication
Level of Difficulty: Medium
The you-viewpoint helps builds goodwill in written messages by focusing on the reader's perspective. While word selection is an important part of
developing a you-viewpoint, it is not the only part.

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

INCORRECT
A) Your new charge account is now open for your convenience.

B) We are delighted to announce our company's financial gain for the last fiscal year.

C) I have seen that your credit is weak, so we can sell to you on a cash-only basis.

D) I am happy to report that your proposal was accepted.

E) We would require your assistance in the near future.

Feedback:
Learning Objective: 05-03
Topic: Using the You-Viewpoint
Blooms: Apply
AACSB: Reflective Thinking
Level of Difficulty: Hard
In the broadest sense, you-viewpoint writing emphasizes the reader's perspective. It emphasizes "you" and "your" and de-emphasizes "I," "we," and
"our."

5 CORRECT Negative language:

A) has more emotional associations than positive language.

B) may stir up your reader's resistance to your goals.

C) has no place in business writing.

D) tends to be effective in maintaining goodwill.

E) tends to put the reader in the right frame of mind.

Feedback:
Learning Objective: 05-04
Topic: Accentuating the Positive
Blooms: Understand
AACSB: Communication
Level of Difficulty: Medium
While negative language has its place in business communication, negative words may stir up your reader's resistance to your goals and it is likely to be
highly destructive of goodwill.

6 Which of the following sentences best illustrates a positively written message?

INCORRECT
A) You failed to give us the fabric specifications of the chair you ordered.

B) We regret that we cannot take back the scratched table.

C) For your convenience, we can exchange the merchandise within seven days of the purchase date.

D) Smoking is not permitted here.

E) We cannot take your order today.

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11/1/2018 Multiple Choice Quiz
Feedback:
Learning Objective: 05-04
Topic: Accentuating the Positive
Blooms: Apply
AACSB: Reflective Thinking
Level of Difficulty: Medium
One of the many strongly negative words is "failed". Negative words have unhappy and unpleasant associations that usually detract from your goal. The
word "regret" is a signal that bad news is coming, and the phrase "not permitted" contains an unnecessarily harsh meaning. Words that deny such as
"cannot" also have unpleasant associations.

7 CORRECT Which of the following techniques would demonstrate courtesy in your message?

A) Avoiding the you-viewpoint

B) Employing the we-viewpoint

C) Choosing positive words

D) Adopting a preaching tone

E) Using stock phrases

Feedback:
Learning Objective: 05-05
Topic: Being Courteous
Blooms: Understand
AACSB: Communication
Level of Difficulty: Medium
Courtesy generally is enhanced by using certain techniques: writing in conversational language, employing the you-viewpoint, and choosing positive
words.

8 Which of the following statements is true about preaching in business messages?

INCORRECT
A) A preaching tone usually occurs when the writer is trying to convince the reader of something.

B) A preaching tone is most appropriate when writing to someone at a higher level than you.

C) A preaching tone suggests equal writer–reader relations.

D) A preaching tone can be avoided by including elementary information.

E) A preaching tone should be used to lend a courteous effect to documents.

Feedback:
Learning Objective: 05-05
Topic: Being Courteous
Blooms: Understand
AACSB: Communication
Level of Difficulty: Medium
Most people like to be treated as equals; they do not want to be bossed or talked down to. Writing that suggests unequal writer–reader relations is likely
to hinder your goals. Preaching is usually not intended. It often occurs when the writer is trying to convince the reader of something.

9 Which of the following is most likely to emphasize the positive and deemphasize the negative in a message?
INCORRECT
A) Omitting the positive points from the ending

B) Putting the positive points in beginning

C) Putting negative points at the end

D) Putting the positive points in the middle

E) Omitting the negative points from the middle

Feedback:
Learning Objective: 05-06
Topic: Managing Emphasis for a Positive Effect
Blooms: Understand
AACSB: Communication
Level of Difficulty: Medium

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11/1/2018 Multiple Choice Quiz
In order to emphasize the positive and deemphasize the negative, you should put your more positive points in beginnings and endings and, if possible,
avoid putting negative points in these positions.

10 Which of the following sentences best illustrates a positively written message?

CORRECT
A) You failed to pay your debt on time.

B) We regret that we cannot provide you with a replacement for your car.

C) We might have to make some adjustments given your low credit points.

D) Smoking is not permitted here.

E) We are fully booked for the weekend and cannot reserve a table for you.
Feedback:
Learning Objective: 05-04
Topic: Accentuating the Positive
Blooms: Apply
AACSB: Reflective Thinking
Level of Difficulty: Medium
Feedback: Negative words have unhappy and unpleasant associations that usually detract from your goal. "Failed" is a strongly negative word. The word
"regret" is a signal that bad news is coming, and the phrase "not" contains an unnecessarily harsh meaning. The sentence, "We might have to make some
adjustments given your low credit points." is a positively worded sentence.

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Date: Thu Nov 01 2018 01:16:20 GMT+0600 (Bangladesh Standard Time)

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