Appendix B
1. Most e-mail messages should be organized using the direct strategy.
a. True
b. False
Answer: True
Rationale:
Most e-mail messages usually contain nonsensitive information that is unlikely to upset
readers. Therefore, these messages should be organized directly with the main idea first.
2. Although instant messaging and text messaging are popular among today's youth, they
have not yet emerged as practical communication tools in the workplace.
a. True
b. False
Answer: False
Rationale:
For small and large companies, instant messaging and text messaging have become powerful
communication tools in the workplace to communicate with customers and coworkers. In
fact, they have become convenient alternatives to the telephone and are replacing e-mail for
short internal communication.
3. One advantage of podcasts is that they can broadcast repetitive information that does not
require interaction.
a. True
b. False
Answer: True
Rationale:
Because podcasts can broadcast repetitive information that does not require interaction, they
are popular among news organizations, media outlets, businesses, and educational
institutions.
4. A wiki is a website with journal entries on any imaginable topic usually written by one
person.
a. True
b. False
Answer: False
Rationale:
A blog is a website with journal entries on any imaginable topic usually written by one
person. Businesses use blogs to inform and interact with customers, employees, and the
public at large.
5. Businesses now use social media sites to recruit employees.
a. True
b. False
Answer: True
Rationale:
Businesses now use social media sites to recruit employees. They have also found social
media sites effective for connecting with customers and employees, sharing company news,
exchanging ideas, and improving a company's brand image.
6. Business letters are the preferred channel of communication for delivering messages
outside of an organization.
a. True
b. False
Answer: True
Rationale:
Despite the advent of electronic communication technologies, business letters are still the
preferred channel of communication for delivering messages outside of an organization to
suppliers, governmental agencies, other businesses, and customers.
7. You will sound professional and courteous if you include a sentence such as Thank you for
your cooperation in the closing paragraph of a request message.
a. True
b. False
Answer: False
Rationale:
The closing paragraph of a direct request message should request a specific action with an
end date. It should also avoid trite, overused endings such as Thank you for your cooperation.
8. If you expect your reader to readily agree with your straightforward claim, use the direct
organizational strategy.
a. True
b. False
Answer: True
Rationale:
When your claim is straightforward and you expect the receiver to agree, use the direct
organizational strategy. Therefore, the opening of your claim message should clearly describe
the desired action.
9. Most businesses make adjustments promptly.
a. True
b. False
Answer: True
Rationale:
Most businesses make adjustments promptly. They replace merchandise, refund money,
extend discounts, send coupons, and repair goods to satisfy their customers and retain their
business and to prevent legal action.
10. When expressing thanks or offering congratulations, a purchased card is more impressive
than a handwritten note.
a. True
b. False
Answer: False
Rationale:
Sending a ready-made card or picking up the telephone may seem easier when expressing
thanks or offering congratulations; however, the personal sentiments of the sender are more
expressive and more meaningful to readers than are printed cards or oral messages.
11. The bad feelings associated with disappointing news can generally be reduced if the
receiver knows the reasons for the rejection, feels that the news was revealed sensitively, and
believes that the matter was treated seriously and fairly.
a. True
b. False
Answer: True
Rationale:
Bad news generally disappoints, irritates, and sometimes angers a receiver. However, the bad
feelings associated with disappointing news can generally be reduced if the receiver knows
the reasons for the rejection, feels that the news was revealed sensitively, and believes that
the matter was treated seriously and fairly.
12. When delivering bad news, you should always use the indirect strategy to soften the
impact.
a. True
b. False
Answer: False
Rationale:
Negative messages can be organized directly or indirectly. Whether to use the direct or
indirect strategy depends largely on the situation, the reaction you expect from the audience,
and your goals.
13. A negative-news message that is organized indirectly should begin with a buffer.
a. True
b. False
Answer: True
Rationale:
A negative-news message that is organized indirectly should begin with a buffer. A buffer is a
device to reduce shock or pain and encourages the reader to continue reading.
14. Customer Relations Specialist Kendra must deny a customer's refund. In her message to
the customer, Kendra should include a statement such as If you had read the return policy
printed on your receipt, you should know that cash refunds will not be granted.
a. True
b. False
Answer: False
Rationale:
Using the proper tone in denial messages is important. The statement If you had read the
return policy printed on your receipt, you would have known that cash refunds will not be
granted blames the customer and uses "you" language. Even if customers are at fault, never
blame them, and avoid "you" language because it sounds preachy.The best advice is to use
neutral, objective language to explain why the claim must be refused.
15. When a company is dealing with an internal crisis, the best way for the company to
handle this crisis is to let employees and stakeholders find out about the problem through the
office grapevine.
a. True
b. False
Answer: False
Rationale:
Morale can be destroyed when individuals learn of major events affecting their jobs through
the grapevine or from news accounts rather than from management. Smart organizations in
crisis communicate the news openly, honestly, and promptly to be proactive and to dispel
rumors.
16. The need for persuasive skills has diminished in today's corporate world.
a. True
b. False
Answer: False
Rationale:
In the digital age, businesses have moved toward leaner corporate hierarchies, simultaneously
relying on teams, dismantling division walls, and blurring the lines of authority. As a result,
persuasive skills are becoming ever more important at work as teams and managers abandon
the traditional command structure and focus on influencing others.
17. Use the opening of a persuasive request to gain your reader's attention and interest.
a. True
b. False
Answer: True
Rationale:
The opening of a persuasive request should capture the reader's attention and interest by
making an unexpected statement, suggesting reader benefits, offering praise or compliments,
or asking a stimulating question.
18. When you write a claim or complaint letter, an effective persuasive technique is using
words and phrases that clearly display how angry you are about the situation.
a. True
b. False
Answer: False
Rationale:
When writing a persuasive claim or complaint, you should avoid venting your anger. A better
technique is to use a moderate tone and calmly express your disappointment. Communicating
your feelings without rancor is often the strongest appeal.
19. Jenna is trying to convince her boss that an on-site employee exercise room would benefit
the company and employees. When presenting her persuasive message, Jenna should provide
monetary evidence proving that an on-site employee exercise room would improve employee
absenteeism, reduce employer-paid insurance premiums, and increase employee health.
a. True
b. False
Answer: True
Rationale:
When selling her idea to management, Jenna should strive to make a strong dollars-and-cents
case. A request that emphasizes how the proposal saves money or benefits the business is
more persuasive than one that simply announces a good idea or tells how a plan works.
20. Rational appeals are associated with reason and intellect; whereas, emotional appeals
relate to status, ego, and sensual feelings.
a. True
b. False
Answer: True
Rationale:
The use of rational and emotional appeals is an effective way to build interest in a persuasive
message. Rational appeals are associated with reason and intellect and are appropriate when a
product is expensive, long-lasting, or important to health, security, or financial success.
Emotional appeals, on the other hand, relate to status, ego, and sensual feelings and are
appropriate when a product is inexpensive, short-lived, or nonessential.
21. Which of the following subject lines for an e-mail or memo would be most effective?
a. Hello!
b. task force meeting
c. Task Force Meeting March 18
d. Meeting
Answer: c
Rationale:
The subject line of an e-mail and memo must be must written carefully to get the audience to
read the actual message. Subject lines should be specific and avoid meaningless words or
phrases such as Help, Important, or Meeting. They should also appear as a combination of
uppercase and lowercase letters. Therefore, the most effective subject line is Task Force
Meeting March 18.
22. What is the best advice to follow when using texting or instant messaging (IM) in the
workplace?
a. Keep a single contact list of personal and professional contacts for efficiency.
b. Even if you are completing a project or trying to meet a deadline, answer all texts or instant
messages immediately.
c. Feel free to send sensitive or confidential messages to people you know.
d. Check with your supervisor to learn about your organization's messaging policies.
Answer: d
Rationale:
To use text messaging or instant messaging (IM) effectively and professionally on the job,
practice these tips: know and follow company messaging policies, don't disclose sensitive
information, don't text or IM while driving, separate business contacts from family and
friends, avoid unnecessary chitchat, keep your status up-to-date by making yourself
unavailable when you need to meet a deadline, and use good grammar and correct spelling.
23. Businesses use wikis to
a. facilitate feedback from employees before and after meetings.
b. share information between corporate headquarters and satellite offices.
c. collect and disseminate information to large audiences.
d. Businesses use wikis for all these reasons.
Answer: d
Rationale:
Businesses use wikis to share information between headquarters and satellite offices, collect
and disseminate information to large audiences, facilitate feedback from employees before
and after meetings, and manage projects.
24. Ellen wants to create a blog for her business. What is the best advice for her to follow?
a. Craft a catchy but concise title such as Five Ways to Ace an Interview.
b. Provide details in the opening where they will not be missed by her readers.
c. Avoid including visuals because they will distract her reader.
d. Don't worry about her wording, especially her grammar, punctuation, and mechanics.
Answer: a
Rationale:
The best advice is to craft a catchy but concise title such as Five Ways to Ace an Interview
because the heading is what draws online readers to open a post. Other good tips include
developing an effective opening that identifies a need and a solution to the problem, asks a
relevant question, reveals a startling statement, or tells a story; providing details in the body;
using visuals; including a call to action; and editing and proofreading closely.
25. Which of the following statements about social networking in the workplace is most
accurate?
a. Businesses use social networking sites only to connect with customers.
b. Social networking presents no risks for businesses.
c. Business professionals should always think twice before posting anything on social
networking sites.
d. All answer choices are accurate statements about the use social networking on the job.
Answer: c
Rationale:
Although businesses use social networking to connect with customers, recruit potential
employees, build brand images, share company news with the public and employees, and
exchange ideas, they do realize that social networking poses risks. Some risks include
incurring productivity losses, compromising trade secrets, and facing embarrassment from
damaging employee posts. Therefore, the best advice for business employees is to think twice
before posting anything online.
26. A business letter is
a. the best communication channel when sending urgent messages.
b. an outdated form of communication in the business world.
c. necessary when the situation is formal and sensitive.
d. less confidential than other forms of communication.
Answer: c
Rationale:
Whether you send a business letter will depend on the situation and the preference of your
organization. However, business letters are usually necessary when the situation demands a
permanent record, requires confidentiality, calls for formality and sensitivity, and favors a
persuasive, well-considered presentation.
27. Thomas Schatz has five questions to ask his reader in a routine information-request
message. What is the best way to present these questions?
a. As a separate enclosure
b. In a bulleted or numbered list in the body of his message
c. In paragraph form in the body of his message
d. In a follow-up e-mail
Answer: b
Rationale:
To improve readability in a request message, itemize the appropriate information in
numbered or bulleted lists in the body of the message. In addition, make certain that all items
within the lists are parallel or have balanced construction.
28. Which of the following openings is most appropriate for a straightforward claim letter?
a. You have sold me jewelry for three years, and you have never failed to deliver nice
merchandise in the past.
b. On April 2 I opened your delivery containing the chain (Item No. 544558-15454) I ordered
on March 1.
c. Please replace this damaged 18-inch sterling silver herringbone chain received as part of
Order No. 248-21.
d. I am very upset with the broken 18-inch sterling silver herringbone chain in your recent
shipment because I had no necklace to wear to my son's wedding!
Answer: c
Rationale:
The opening of a direct claim should explain the action you want the receiver to take. The
only answer choice that describes the desired action is Please replace this damaged 18-inch
sterling silver herringbone chain received as part of Order No. 248-21.
29. All of the following are goals of an adjustment message except to
a. rectify the wrong, if one exists.
b. regain the confidence of the customer.
c. demonstrate why your company is superior.
d. promote future business.
Answer: c
Rationale:
Adjustment messages are written to rectify a wrong, if one exists; regain the confidence of
the customer; and promote future business.
30. Which of the following is not a characteristic of a goodwill message?
a. Sincerity
b. Spontaneity
c. Showmanship
d. Selflessness
Answer: c
Rationale:
All goodwill messages, whether thanks, congratulations, praise, or sympathy, should be
selfless, specific, sincere, spontaneous, and short.
31. All of the following are goals for a business writer who must communicate bad news
except to
a. project a professional image.
b. convey empathy and sensitivity.
c. be fair.
d. prove that the customer is wrong.
Answer: d
Rationale:
Business communicators who work with bad news have many goals, including explaining the
problem clearly and completely, projecting a professional image, conveying empathy and
sensitivity, being fair, and maintaining friendly relations.
32. When you use the indirect strategy to deliver bad news, the recommended order of ideas
is
a. buffer, reasons, bad news, and closing.
b. buffer, bad news, reasons, and closing.
c. reasons, buffer, bad news, and closing.
d. bad news, reasons, buffer, and closing.
Answer: a
Rationale:
When applying the indirect strategy to deliver negative news, follow this order: buffer,
reasons, bad news, and closing. This order softens the impact of the bad news and enables the
writer to keep the reader's attention until the reasons for the bad news have been explained.
33. Which of the following is the most important part of a bad-news message?
a. A positive, forward-looking closing
b. A neutral buffer
c. An explanation of the reasons for the bad news
d. The bad news itself
Answer: c
Rationale:
The most important part of a bad-news message is the reasons for the bad news. Without
sound reasons for the bad news, a message will fail, no matter how cleverly it is organized or
written.
34. Although many companies try to deal with disappointed customers by calling them
immediately, written messages are also used to
a. promote good relations.
b. formally confirm follow-up procedures.
c. establish a record of the incident.
d. All answer choices are reasons for written messages.
Answer: d
Rationale:
Written messages are important (a) to communicate when personal contact is impossible, (b)
to establish a record of the incident, (c) to formally confirm follow-up procedures, and (d) to
promote good relations.
35. As a manager, Kelly must communicate to her employees some bad news that will likely
upset them. What is the best advice for her to follow when communicating this bad news?
a. Let her employees learn of the bad news through the media.
b. Ask her employees their feelings about the bad news immediately after she has presented
it.
c. Practice what she is going to say.
d. Wait to deliver the bad news until a Friday afternoon so that employees have an
opportunity to process the bad news.
Answer: c
Rationale:
Giving bad news to others can be difficult; however, Kelly should follow these tips to present
the bad news professionally, tactfully, and safely: gather all information first; prepare and
rehearse what to say; explain the bad news fully by revealing relevant past, present, and
future information; consider taking a partner; time the deliver of the news effectively by
avoiding Friday afternoons; and give her audience time to process the bad news.
36. Which of the following situations would most likely require persuasion within an
organization?
a. Asking employees to attend training sessions on a new software for entering timesheets
b. Telling employees about the new health insurance prescription drug compensation plan
c. Asking employees to participate in an exercise program to improve wellness and to reduce
health insurance costs
d. Informing employees about a change in shuttle services
Answer: c
Rationale:
Persuasion is needed when we are making more than routine demands and facing skeptical
audiences. Therefore, asking employees to participate in an exercise program would require
persuasion because this request would be asking employees to perform a task outside of their
normal job duties. In addition, such a request would probably be met with some initial
resistance by employees.
37. Persuasive requests should be organized
a. quickly.
b. indirectly.
c. directly.
d. chronologically.
Answer: b
Rationale:
The writing plan for a persuasive request generally requires deliberate development using the
indirect strategy. This means that the reasons and explanations should precede the main idea.
As a result, the writer lays a logical foundation before delivering the request.
38. What is the best advice for you to follow when writing a persuasive claim message?
a. Suggest that you have been intentionally deceived by the company.
b. Provide a comprehensive chronology of all details of the claim.
c. Close the message with a clear statement of what you want done.
d. Include original documentation of invoices, shipping orders, warranties, or payments.
Answer: c
Rationale:
When you write a persuasive claim message, follow these tips: open with sincere praise, an
objective statement of the problem, or a quick review of what you have done to resolve the
problem; mention the highlights of the problem instead of providing a blow-by-blow
chronology; include copies, not originals, of pertinent information; avoid suggesting that you
have been intentionally deceived; and close with a clear statement of what you want done.
39. Which of the following statements about persuasive messages within an organization is
most accurate?
a. It is acceptable for managers to be dishonest when trying to persuade others because of
their authoritative position in the company.
b. Persuasive messages flowing both downward or upward require attention to tone.
c. When employees send persuasive messages to their managers, they should include words
such as you must or we should to make their messages sound more convincing.
d. Instructions or directives from managers to employees should be organized indirectly.
Answer: b
Rationale:
Messages flowing downward require attention to tone. Persuasive requests coming from a
trusted superior are more likely to be accepted than requests from a dictatorial executive who
relies on threats and punishments to secure compliance. Similarly, persuasive messages
flowing upward will also be better received by management if the tone conveys warmth,
competence, and confidence instead of sounding pushy or argumentative.
40. Sales messages are most effective if they follow the AIDA strategy. What are the four
parts of the AIDA strategy?
a. Audience, investigate, develop, analysis
b. Aggressive, indirect, direct, assertive
c. Analyze, interpret, define, adapt
d. Attention, interest, desire, action
Answer: d
Rationale:
The primary goal of a sales message is to get someone to devote a few minutes to it.
Therefore, professional marketers and salespeople follow the AIDA strategy (attention,
interest, desire, action).
41. Identify one difference and one similarity between e-mails and memos.
Answer: Students should list one of the following similarities and one of the following
differences between e-mails and memos:
Similarities:
a. Both can discuss nonsensitive information.
b. Both are usually organized using the direct strategy.
c. Both can be retrieved.
d. Both include guide words calling for a subject line, a dateline, and identification of the
sender and the receiver.
e. Both should be organized with headings, bulleted lists, and enumerated items, whenever
possible.
f. Both include a definite opening, body, and closing.
g. Both close with (a) action information, dates, or deadlines; (b) a summary of the message;
or (c) a closing thought.
h. Both include double-spacing between paragraphs.
Differences:
a. E-mails are appropriate for internal or external audiences; memos are appropriate for only
internal audiences.
b. E-mails are appropriate for short informal messages; memos are appropriate for longer
formal messages.
c. E-mails are generally written to request information or respond to inquiries; memos are
written in response to complex issues.
d. E-mails may be "lost" or dates may be inadvertently changed; memos can provide a better
permanent record of the message.
e. E-mails may or may not include a goodwill statement in the closing; memos don't include a
goodwill statement in the closing.
f. E-mails include a salutation, complimentary close, and signature block; memos do not
include salutations, complimentary closings, or signature blocks.
g. E-mails do not require the writer to set specific margins; memos require the writer to use
specific top, bottom, and side margins.
Rationale:
E-mails and memos share similarities and differences in formatting, intended audience, parts,
organization, retrievability, and purpose.
42. Identify two ways to use electronic media professionally in the workplace.
Answer: Students should identify two of the following ways for using electronic media
professionally in the workplace:
1. Learn your company's rules.
2. Separate work and personal data.
3. Keep sensitive information private.
4. Stay away from pornography, sexually explicit jokes, or inappropriate screen savers.
5. Avoid file-sharing services.
6. Be careful when blogging, tweeting, or posting on social networking sites.
7. Avoid sending personal e-mails, instant messages, or texts from work.
8. Don't share files.
9. Avoid storing music or photos on a company machine.
10. Don't watch streaming videos.
11. Don't download free software and utilities to company machines.
12. Avoid opening attachments when you do not know the sender or when you are unsure
about the file contents.
13. Don't download and share cartoons, video clips, photos, and art.
14. Don't spread rumors, gossip, and negative, defamatory comments.
Rationale:
Users of electronic media on the job must use caution with sensitive and private information,
contacts, file sharing, content, and documents. They should also know and follow the rules
established by their employers.
43. Revise the following poorly written opening of a claim letter requesting an exchange of a
smartphone still under warranty. Write the opening sentence only.
My TravelerXtra smartphone was purchased from your online store on September 15, 2014,
for your attractive price of $228.88 plus $24.48 shipping and handling with no service
contract required. I have used my TravelerXtra for business texting, e-mailing, and phoning
ever since, which was exactly what I needed it to do. Yesterday my TravelerXtra shut itself
down out of the blue, and I can't use it for anything. Now I'm without a business tool and over
$250, which makes me feel ripped off because I received only one month of service from this
phone. When I tried to exchange it at one of your land-based stores, the clerk told me, "No
way, dude. You buy online, you fly online." Now what?
Answer: Please authorize the exchange of my defective TravelerXtra smartphone, purchased
from your online store on September 15. Student answers may vary.
Rationale:
The opening of a claim message should begin with the action you want the receiver to take
when the remedy is obvious. Because this smartphone is still under warranty, the defective
phone should be replaced. Therefore, an appropriate opening sentence for this claim message
is Please authorize the exchange of my defective TravelerXtra smartphone purchased from
your online store on September 15.
44. Rewrite the following poorly written opening to an adjustment letter responding to a
claim. Write the opening sentence only.
We are extremely saddened to learn of the unfortunate failure of your TravelerXtra
smartphone, and we apologize for any inconvenience it has caused you. Although company
policy typically prevents us from offering a total replacement at no cost to you for defective
products, we'll make an exception in your case. Therefore, we have enclosed a voucher for a
new TravelerXtra smartphone that you can take to our store nearest you.
Answer: Enclosed is a voucher to purchase a replacement for your TravelerXtra smartphone.
Student answers may vary.
Rationale:
The opening of an adjustment message should grant the request or announce the adjustment
immediately. Therefore, an appropriate opening sentence for this adjustment is Enclosed is a
voucher to purchase a replacement for your TravelerXtra smartphone.
45. Bad-news messages can be organized using the direct or indirect strategy. Identify one
situation when each strategy would be appropriate and identify the organizational pattern for
each strategy.
Answer: Students should identify one of the following appropriate situations for each strategy
and the organizational pattern for each strategy.
Direct Strategy:
1. Appropriate if bad news a) is not damaging, b) may be overlooked, c) is preferred by the
recipient, and d) requires firmness
2. Organizational pattern: bad news, reasons, pleasant close
Indirect Strategy:
1. Appropriate if bad news a) is personally upsetting, b) may provoke a hostile reaction, c)
could threaten the customer relationship, and d) is unexpected
2. Organizational pattern: buffer, reasons, bad news, pleasant close
Rationale:
Whether to use the direct or indirect strategy depends largely on the situation, the reaction
you expect from the audience, and your goals. The direct strategy is appropriate if the bad
news is not damaging, may be overlooked, is preferred by the receiver, and requires firmness.
When messages are developed directly, they follow this order: bad news, reasons, and
pleasant close. The indirect strategy is appropriate if the bad news will be personally
upsetting, may provoke a hostile reaction, could threaten the customer relationship, and is
unexpected. When messages are developed indirectly, they follow this order: buffer, reasons,
bad news, and pleasant close.
Test Bank for Essentials of Business Communication
Mary Ellen Guffey, Dana Loewy
9781285858913, 9781337386494, 9781111821227, 9781285858890, 9780176473358, 9780176531409
