Business Communication Today, 14e (Bovee/Thill)
Chapter 5 Writing Business Messages
1) 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.
2) 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
3) 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.
4) 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
5) 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
6) 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
7) 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
8) 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
9) 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
10) 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.
11) 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
12) 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
13) 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.
14) 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
15) The preferred title for women in business is ________, unless the individual says otherwise.
A) Mrs.
B) Miss
C) Ms.
D) Madam
16) 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
17) 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.
18) 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
19) 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.
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
21) 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?”
22) Adopting a “you” attitude in business writing is simply a matter of using the pronoun “you”
as much as possible.
23) It is as important to appear to be fair as it is to actually be fair.
24) When adopting the “you” attitude, words such as “you” and “yours” should be replaced with
words such as “I,” “me,” “we,” and “us.”
25) List three strategies to become more sensitive to your audience’s needs.
26) 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?
27) Define bias-free language.
28) List at least two types of biased language and explain how to avoid each type.
29) What is the difference between delivering negative news and being negative?
30) Discuss how to adopt the “you” attitude.
31) Discuss why it is important to deliver negative news in as positive manner as possible.
32) 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
33) Which of the following is a measure of believability based on reliability and trust?
A) Timeliness
B) Awareness
C) Credibility
D) Effectiveness
E) Hyperbole
34) Which characteristic is being displayed when you consider all sides of an issue?
A) Honesty
B) Audience awareness
C) Expertise
D) Objectivity
E) Knowledge
35) 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
36) 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
37) 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
38) 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
39) 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
40) 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
41) 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
42) 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
43) 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.
44) 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
45) Projecting a unique, personal writing style is more important than projecting the company’s
image.
46) List at least three personal characteristics that can help establish credibility with your
audience.