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In a good news message, it is often possible to combine a short reader benefit with a
goodwill ending in the last paragraph.
When you have to report a mistake or bad news, you can protect the readers ego by
using an impersonal construction.
The more indirect a benefit is, the more proof you will need to convince the reader.
Different cultures have different concepts of politeness.
Giving bad news can be made more diplomatic by using limiting statements, such as "it
appears," and "it seems."
In its most advanced sense, "critical thinking" means asking about and challenging
fundamental assumptions.
Procrastination cannot be avoided by developing a ritual for writing.
Headings are words or short phrases that group points and divide letters, memos, or
reports into sections.
Which of the following is true about typical collection letters?
A. Early letters are more assertive than late letters.
B. Late letters are gentle, assuming that the reader intends to pay but has met with
temporary reverses or has forgotten.
C. Early letters offer to negotiate a schedule for repayment if the reader is not able to
pay the whole bill immediately.
D. Late letters threaten legal action if the bill is not paid.
E. Late letters avoid taking an assertive approach.
What is the purpose of a transmittal?
A. To build a good image of the report and of the writer
B. To provide the release date of the report
C. To list the headings exactly as they appear in the body of the report
D. To identify the organizational problem
E. To identify the topics the report covers
Roses interviewer says, "Youre a graduate of that snooty private school upstate, arent
you? What makes you think you can cope with regular people?" Which of the following
would be a correct response to such a situation in a stress interview?
A. She should get up and leave because she is offended.
B. She should say "Youre asking if I can fit into your working community here. I have
done many volunteer jobs where I had to deal with different kinds of people."
C. She should say "Youre just upset because your daughter had to drop out of school
there. I knew her. It was really unfortunate, and I want you to know that I think shes a
really nice person."
D. She should say "Youre asking me a stress-interview question and I dont like it. You
are the one who is being snooty. Ask me another question."
E. She should be polite and tell the interviewer not to ask her such questions.
Which of the following sentences does not contain a passive verb?
A. Your recommendation has been reviewed.
B. It is recommended that we break ground for the new addition before fall.
C. We are scheduled to break ground this summer.
D. The new addition will be overseen by the Facilities Management department.
E. All of the above contain passive verbs.
Which of the following questions would be answered in the feasibility section of a
proposal for a class research project?
A. What organizational problem exists?
B. Who in the organization would have the power to implement your recommendation?
C. How much will you charge?
D. Are you sure that a solution can be found in the time available?
E. What published sources will you use?
Which of the following is a characteristic of a reference line?
A. It tells the reader what the letter is about.
B. It makes the document visually attractive to the reader.
C. It gives the reader detailed information about the enclosures of a business letter.
D. It directs the reader to the order or invoice number which the letter is about.
E. It contains the organizations name, logo, address, and phone number.
"Employees must park their vehicles only in lots A, B, and C since lot D is reserved for
visitors." Which of the following both correctly evaluates the sentence and explains the
reason for the evaluation?
A. This sentence displays you-attitude because it uses an impersonal construction.
B. This sentence lacks you-attitude because it does not use the word "you."
C. This sentence displays you-attitude because it includes the readers in a group.
D. This sentence lacks you-attitude because it fails to be presumptuous about the
readers emotions.
E. Both A and C correctly evaluate the sentence and explain the reason for the
evaluation.
Which of the following is a characteristic of a justification report?
A. It recommends a purchase, investment, or change in policy.
B. It summarizes completed work or research.
C. It evaluates several alternatives and recommends one of them.
D. It proposes a new project or service.
Trevor is required to present details of investment policies at his firm to a potential
client. Which of the following channels of communication would be most effective in
this case?
A. Written message on paper
B. Written message via e-mail
C. Oral message via phone
D. Oral message via video conference
E. None of the above
While creating web resumes, the applicant should:
A. include an e-mail link at the bottom of the resume.
B. not provide a link to other pages even if they provide more information about him or
her.
C. put his or her strongest qualification immediately after the name and e-mail address.
D. include his or her street addresses and phone numbers.
E. do all of the above.
In an online resume, the applicant should not:
A. include an e-mail link at the top of the resume.
B. consider having links under his or her name and e-mail address to the various parts
of the resume.
C. eliminate lists, indentations, and white space.
D. specify the city and state for educational institutions and employers.
E. do any of the above.
Which of the following should a writer follow when adapting a message to meet
audiences needs?
A. The writer must take care to protect the audiences ego.
B. The writer must use hot button words to connect with the audience.
C. The writer should use academic, not conversational language.
D. The writer should exclusively use a soft-sell approach.
E. None of the above
In some organizations, a report is a long document or a document that contains
numerical data.
Which of the following guidelines should be followed when building common ground
in persuasive messages?
A. When building a common ground, avoid emphasizing the me-against-you aspect of
the situation.
B. When building a common ground, avoid emphasizing the fact that both you and your
audience have a mutual interest in solving the problems you face.
C. In your common ground, avoid emphasizing the parts of your proposal that fit with
what your audience already believes.
D. When building a common ground, avoid using audience analysis to evaluate possible
common grounds.
E. None of the above.
What should you do to avoid listening errors caused by inattention?
_____ are overviews or forecasts that tell the reader what the writer will discuss in a
section or in the entire report.
Discuss the use of templates and backgrounds in presentations.
What parts of a solicited and unsolicited letter are the same?
What is the advantage of being enthusiastic?
