Lesikars Business Communication Connecting in A Digital World 13th Edition Rentz Test Bank 1

Test Bank for Lesikars Business Communication
Connecting in a Digital World 13th Edition Rentz

Lentz 0073403210 9780073403212
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Chapter 05
Writing for a Positive Effect
True / False Questions
1. 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.
True False
5-1
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in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
2. Writing in a conversational language helps build goodwill.
True False
3. Rubber stamp expressions develop goodwill as they are adapted to different situations.
True False
4. The use of rubber stamps in business messages signals that you have quit thinking about the
reader and his or her situation.
True False
5. The we-viewpoint is more effective in building goodwill as compared to the you-viewpoint.
True False
6. The use of you-viewpoint requires the mandatory use of the word 'you' or 'your.'
True False
7. The you-viewpoint can be used to pursue unethical goals.
True False
8. Words that create positive meanings in the reader's mind usually are best for achieving a
message's objectives.
True False
5-2
9. Negative words should be used to convey negative news as it emphasizes on the selflessness
of the writer.
True False
10. People generally prefer positive to negative feelings, therefore, negative words have no place
in business writing.
True False
11. 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.
True False
12. A major contributor to goodwill in business documents is courtesy.
True False
13. You must be honest with your feelings and blame the reader when resolving a problem
concerning him or her.
True False
14. A message telling a reader how to react to a message demonstrates great courtesy.
True False
15. In order to generate goodwill, messages should be concise and include only the barest
essentials.
True False
5-3
16. The use of strong words such as “greatest," "amazing," and extraordinary in a business
message causes us to doubt its sincerity.
True False
17. In the interest of fairness, all of the facts we write about in a message should be given equal
emphasis.
True False
18. As the middle portion of a message receives major attention, this part carries more emphasis
than other parts of the letter.
True False
19. The more you write about a topic, the more you emphasize it.
True False
20. Longer sentences give more emphasis to their contents than do shorter sentences.
True False
Multiple Choice Questions
5-4
21. 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.
22. 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
23. 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
5-5
appropriate?

announcement
25. 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.
26. 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.
5-6
27. Which of the following statements best illustrates the conversational style?
A. With respect to your query dated 13th 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 7th July.
D. We received your package on Tuesday.
29. 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.
5-7
30. Consider the following statement:
In reply to your letter dated 12th 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 12th 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.
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.
5-8
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.
33. 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.
34. 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.
5-9
35. 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.
36. The you-viewpoint is also called the:
A. you-arrogance.
B. you-attitude.
C. you-experience.
D. you-stamp.
E. you-practice.
37. 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.
5-10
38. Which of the following is true about the use of you-viewpoint in writing?
B. It places the reader at the center of things.
39. 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.”
40. 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.
5-11
41. 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.
42. 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.
43. 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.
5-12
44. 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.
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.
46. The use of words such as mistake, problem, error, damage, loss, and failure:
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.
5-13
47. 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.
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.
5-14
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.
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.
51. 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.
5-15
52. 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.
53. 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.
54. 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.
5-16
55. 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?
56. 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.
57. 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
5-17
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
59. 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
5-18
60. 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.
61. 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.
5-19
62. 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.
63. 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.
64. 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.
5-20
65. 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.
Essay Questions
66. Discuss the importance of a positive effect in business messages.
5-21
67. 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.
68. What are rubber stamps? Why is the use of rubber stamps detrimental to building goodwill
with a reader?
5-22
69. 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.
70. Discuss the impact of negative words in business messages.
5-23
71. List at least five techniques that enhance courtesy in business messages.
72. 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.
5-24
73. In the context of business messages, discuss preaching, its different forms and explain why it
is not courteous to preach in business messages.
74. Detail the three major techniques of emphasizing the positive and de-emphasizing the
negative in business messages.
5-25
75. 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.
5-26
Chapter 05 Writing for a Positive Effect Answer Key
True / False Questions
1. 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.
FALSE
Businesses cannot survive without goodwill, and a business will not last long if goodwill is
not valued. Courteous, pleasant behavior is part of being a professional.
Topic: The Importance of a Positive Effect

AACSB: Communication
Blooms: Remember
Difficulty: 1 Easy
Learning Objective: 05-01 Explain the need for a positive effect in business messages.
2. Writing in a conversational language helps build goodwill.
TRUE
Writing in a conversational language helps build goodwill.
Blooms: Remember
Difficulty: 1 Easy
Learning Objective: 05-02 Use a conversational style that has the appropriate level of formality and eliminates “rubber
stamps.”
Topic: Using a Conversational Style
5-27
3. Rubber stamp expressions develop goodwill as they are adapted to different situations.
FALSE
Rubber stamps are expressions used by habit every time a certain type of situation occurs.
They are used without thought and are not adapted to the specific situation.
Blooms: Understand
Difficulty: 2 Medium
stamps.”
4. The use of rubber stamps in business messages signals that you have quit thinking about
the reader and his or her situation.
TRUE
Rubber stamps are not specific enough. They signal that the writer has quit thinking about
the reader and his or her situation.
Blooms: Understand
stamps.”
5-28
5. The we-viewpoint is more effective in building goodwill as compared to the you-
viewpoint.
FALSE
The you-viewpoint is more effective in building goodwill as compared to the we-viewpoint.

The you-viewpoint writing emphasizes the reader’s perspective.
Blooms: Remember
Difficulty: 1 Easy
Learning Objective: 05-03 Use the you-viewpoint to build goodwill.
Topic: Using the You-Viewpoint
6. The use of you-viewpoint requires the mandatory use of the word 'you' or 'your.'
FALSE
The you-viewpoint is much more than the use of second-person pronouns. The point is
that the you-viewpoint is an attitude of mind that places the reader at the center of things.
Blooms: Understand
5-29
7. The you-viewpoint can be used to pursue unethical goals.
TRUE
The you-viewpoint can be used to the point of being insincere, and it can be used to
pursue unethical goals.
Blooms: Understand
8. Words that create positive meanings in the reader's mind usually are best for achieving a
message's objectives.
TRUE
Whether your written message achieves its goal often will depend on the types of words
you choose. In most cases, positive or neutral wording will succeed better than negative
wording.
Blooms: Understand
Learning Objective: 05-04 Employ positive language to achieve goodwill and other desired effects.
Topic: Accentuating the Positive
5-30
9. Negative words should be used to convey negative news as it emphasizes on the
selflessness of the writer.
FALSE
Often times when we have to convey negative news, the fact that we must say “no”
dominates our thinking. This reaction leads us to write in a style that is more negative and
selfish than it actually has to be.
Blooms: Understand
10. People generally prefer positive to negative feelings, therefore, negative words have no
place in business writing.
FALSE
Blooms: Understand
Difficulty: 1 Easy
5-31
11. 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.
FALSE
Individual treatment is usually more appreciated regardless of who the reader is. As with
every other facet of your communications, how to be courteous depends on the given
situation. Including “please,” “thank you,” “we’re sorry,” and other standard expressions of
politeness do not necessarily make a message courteous. Rather than focusing on stock
phrases, you should consider what will make your reader feel most comfortable,
understood, and appreciated.
Blooms: Understand
Learning Objective: 05-05 Explain and use the elements of courtesy.
Topic: Being Courteous
12. A major contributor to goodwill in business documents is courtesy.
TRUE
A major contributor to goodwill in business documents is courtesy. Courtesy involves

treating people with respect and consideration.
Blooms: Remember
Difficulty: 1 Easy
5-32
13. You must be honest with your feelings and blame the reader when resolving a problem
concerning him or her.
FALSE
You must avoid the temptation to blame the reader when you are resolving a problem. No
one likes being accused of negligence, wrongdoing, or faulty thinking. It is better to
objectively explain the facts and then move on to a solution.
Blooms: Understand
14. A message telling a reader how to react to a message demonstrates great courtesy.
FALSE
You can help give your documents a courteous effect by not preaching—that is, by
avoiding the tone of a lecture or a sermon.
Blooms: Remember
Difficulty: 1 Easy
5-33
15. In order to generate goodwill, messages should be concise and include only the barest
essentials.
FALSE
One sure way to gain goodwill is to do a little bit more than you have to do for your reader.
In our effort to be concise, we include only the barest essentials. But the result can be
brusque, hurried treatment, which is inconsistent with the effort to build goodwill.
Blooms: Remember
Difficulty: 1 Easy
16. The use of strong words such as “greatest," "amazing," and extraordinary in a business
(p. 80) message causes us to doubt its sincerity.
TRUE
The use of strong words such as “greatest," "amazing," and extraordinary in a business
message causes us to doubt its sincerity.
Blooms: Understand
5-34
17. In the interest of fairness, all of the facts we write about in a message should be given
equal emphasis.
FALSE
Getting the desired effect in writing often involves giving proper emphasis to the items in
the message.
Blooms: Understand
Learning Objective: 05-06 Use the three major techniques for emphasizing the positive and de-emphasizing the negative.
Topic: Managing Emphasis for a Positive Effect
18. As the middle portion of a message receives major attention, this part carries more
emphasis than other parts of the letter.
FALSE
The beginning and ending parts tend to stand out more than the middle portion of a
message.
Blooms: Remember
Difficulty: 1 Easy
5-35
19. The more you write about a topic, the more you emphasize it.
TRUE
As a general rule, the more space devoted to a topic, the more it is emphasized.
Blooms: Remember
Difficulty: 1 Easy
20. Longer sentences give more emphasis to their contents than do shorter sentences.
FALSE
The opposite is true. Short sentences stand out, thereby giving emphasis to their contents.
Blooms: Understand
Multiple Choice Questions
5-36
21. 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.
Conversational language is warm, natural, and personable. It leaves an impression that

people like, and it is also the language that is most easily understood.
Blooms: Remember
Difficulty: 1 Easy
stamps.”
5-37
22. 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
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. For a personal message,
the informal style is more effective.
Blooms: Understand
Difficulty: 1 Easy
stamps.”
5-38
appropriate?

announcement
A less formal style of communication can be used with readers known to the author. Co-
workers and other associates who know each other well and are using an informal
medium, such as texting, often joke and use emoticons (e.g., a smiley face) and initialisms
(e.g., BTW) in their correspondence. When appropriate, such touches add goodwill.
Blooms: Understand
stamps.”
5-39
appropriate?

announcement
A less formal style of communication can be used with readers known to the author. Co-
workers and other associates who know each other well and are using an informal
AACSB: Reflective Thinking

Blooms: Apply
Difficulty: 3 Hard
stamps.”
5-40
25. 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.
The sentence "I'll double check with Susan on the matter and keep you posted" uses
comparatively less formal language. The phrases "double check" and "keep you posted"
are not used in formal communications.

Blooms: Apply
stamps.”
5-41
26. 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.
The statement "Hello, we will ensure that all the pending requests are resolved by the end
of the day" avoids contractions, abbreviations and uses words that are formal.

Blooms: Apply
stamps.”
5-42
D. Your package has been shipped and will reach you on Monday.
The statement "Your package has been shipped and will reach you on Monday" best
illustrates the conversational style.

Blooms: Apply
stamps.”
5-43
D. We received your package on Tuesday.
The statement "We received your package on Tuesday" best illustrates the conversational
style.

Blooms: Apply
stamps.”
5-44
29. 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.
Co-workers and other associates who know each other well and are using an informal
Blooms: Understand
stamps.”
5-45
30. Consider the following statement:
In reply to your letter dated 12th 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 12th 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.
The sentence "Here are the procedures for returning your purchase and obtaining a
refund" conveys the given information in a conversational manner.

Blooms: Apply
Difficulty: 3 Hard
stamps.”
5-46
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.
The statement "Enclosed please find the specifications with which the table must be
constructed" uses formal language.

Blooms: Apply
stamps.”
5-47
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.
Blooms: Remember
Difficulty: 1 Easy
stamps.”
5-48
33. 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.
As rubber stamps are used routinely, they communicate the effect of routine treatment,
which is not likely to impress readers favorably. Such treatment tells readers that the
writer has no special concern for them.
Blooms: Understand
stamps.”
5-49
34. 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.
The statement “Thank you for helping us reduce our expenses” is tailored for a particular
situation. Rubber stamps are not specific enough. They signal that you have quit thinking
about the reader and his or her situation. A better ending is one that thanks the reader for
something in particular or that offers to answer questions about a particular topic.

Blooms: Apply
stamps.”
5-50
35. 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.
Rubber stamps are not specific enough. They signal that you have quit thinking about the
reader and his or her situation.
Blooms: Understand
stamps.”
5-51
36. The you-viewpoint is also called the:
A. you-arrogance.
B. you-attitude.
C. you-experience.
D. you-stamp.
E. you-practice.
The you-viewpoint is also called the you-attitude.
Blooms: Remember
Difficulty: 1 Easy
5-52
37. Which of the following is true about the use of you-viewpoint?
B. It involves skillfully managing people’s response with carefully chosen words in a

carefully designed order.
The you-viewpoint involves skillfully managing people’s response with carefully chosen
words in a carefully designed order.
Blooms: Understand
5-53
38. Which of the following is true about the use of you-viewpoint in writing?
B. It places the reader at the center of things.
The you-viewpoint is an attitude of mind that places the reader at the center of things.
Blooms: Understand
39. 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.”
Blooms: Understand
5-54
40. 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.
The statement "The refund has been approved and your account will be credited with the
amount" best illustrates the you-viewpoint.

Blooms: Apply
5-55
41. 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.
The you-viewpoint is especially important for bad news messages. The bad news is made
especially bad when it is presented in we-viewpoint words.
Blooms: Understand
42. 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.
The we-viewpoint often emphasizes the writer's self centered point of view.
Blooms: Understand
5-56
43. 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.
The you-viewpoint has been a matter of some controversy. Its critics point out two major
shortcomings: (1) it is insincere and (2) it is manipulative.
Blooms: Understand
5-57
44. 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.
Critics claim that the you-viewpoint can be used to pursue unethical goals such as a scam.

Blooms: Apply
5-58
45. The use of negative words:
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.
Negative words may stir up a reader's resistance a writer's goal.
Blooms: Understand
Difficulty: 1 Easy
46. The use of words such as mistake, problem, error, damage, loss, and failure:
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.
Negative words may stir up your reader’s resistance to your goals, and they are likely to be
highly destructive of goodwill.
Blooms: Understand
Difficulty: 1 Easy
5-59
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.
The sentence "Although all of our positions are filled, we will hold your application for a
possible future opening" delivers bad news using positive words.

Blooms: Apply
5-60
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.
The message "Although all our premiere suites are booked for the specified date, some
classic suites are still..." avoids negative words and instead focuses on what can be done.

Blooms: Apply
Difficulty: 3 Hard
5-61
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.
The sentence "Talking is permitted during the break only" focuses on what can be done,
not on what can't.

Blooms: Apply
5-62
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.
You must avoid the temptation to blame the reader when you are resolving a problem. No
one likes being accused of negligence, wrongdoing, or faulty thinking. It is better to
objectively explain the facts and then move on to a solution.
Blooms: Remember
Difficulty: 1 Easy
5-63
51. 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.
The use of a passive voice helps in maintaining goodwill.

Blooms: Apply
5-64
52. 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.
The statement "I regret to inform you that your requested product has already been sold"
uses the negative word "regret." It focuses more on the products that are not available.
Blooms: Understand
5-65
53. 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.
The statement "The warranty is null as you have used the product for loads that are
greater than 200lbs" uses an active tone and puts the blame on the reader.

Blooms: Apply
5-66
54. 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.
Most people prefer being treated as equals. Preachy messages suggest an unequal writer-
reader relationship.
Blooms: Understand
5-67
55. 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?
The statement "You can choose a plan that suits your requirements and can change plans
at any time" is informative and does not preach to the reader.

Blooms: Apply
Difficulty: 3 Hard
5-68
56. 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.
Personalizing the message with something distinct implies that the writer is doing a little
bit more than expected. This helps in building goodwill.
Blooms: Understand
5-69
57. 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
The beginnings and endings of a writing unit carry more emphasis than the center parts.
Blooms: Remember
Difficulty: 1 Easy
5-70
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
The three most useful ways to manage emphasis for a positive effect are to use position,
sentence structure and space. The beginnings and endings of a writing unit carry more
emphasis than the center parts.
Blooms: Understand
5-71
59. 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
So the middle line of the middle paragraph in your message is ideal for bad-news.

Blooms: Apply
5-72
60. 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.
By placing the negative-news in the middle, you can de-emphasize the impact.
Blooms: Apply
5-73
61. 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.
The three most useful ways to manage emphasis for a positive effect are to use position,
sentence structure and space. The beginnings and endings of a writing unit carry more
emphasis than the center parts.

Blooms: Apply
Difficulty: 3 Hard
5-74
62. 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.
Short, simple sentences and main clauses call attention to their content. In applying this
emphasis technique to your writing, carefully consider the possible arrangements of your
information. You should place the more positive information in short, simple sentences or
main clauses and you should put the less important information in subordinate structures
such as dependent clauses and modifying phrases.
Blooms: Understand
5-75
63. 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.
The statement "We can offer you a refund if you can provide us with the purchase invoice"
does not use negative words. De-emphazing the negative means spending as little space
on it as possible and giving the positive contents more space.

Blooms: Apply
5-76
64. 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.
As a general rule, the more space you devote to a topic, the more you emphasize it.
Therefore, de-emphazing the negative means spending as little space on it as possible
and giving the positive contents more space.
Blooms: Remember
Difficulty: 1 Easy
5-77
65. 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.
Excessive positive emphasis is especially questionable when it causes the reader to

overlook an important negative point in the message— the discontinuation of a service, for
example, or information about an unsafe product.
Blooms: Understand
Topic: The Ethics of Positive Emphasis
Essay Questions
5-78
66. Discuss the importance of a positive effect in business messages.
Clarity is not the only communication goal in business messages. Writing involves a human
relations dimension, which if neglected, will result in lost customers, alienated co-workers,
and the loss of support from superiors. The “people” content of a message often needs as
much attention as the informational content—and, in some cases, it is the primary
consideration. It is important to build goodwill with business associates and customers.
Businesses cannot survive without goodwill, and businesses will not last long if goodwill is
not valued. Courteous, pleasant behavior is part of being a professional.
Topic: The Importance of a Positive Effect

Blooms: Remember
Difficulty: 1 Easy
Learning Objective: 05-01 Explain the need for a positive effect in business messages.
67. 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.
Conversational language is warm, natural, and personable. It leaves an impression that

people like, and it is also the language that is most easily understood. In business, a
conversational style does not always mean being colloquial. It does mean tailoring your
language to your reader and avoiding stiff, impersonal wording. Students' answers will vary
but the statements must be conversational and differ in formality.
Blooms: Apply
stamps.”
5-79
68. What are rubber stamps? Why is the use of rubber stamps detrimental to building goodwill
with a reader?
They are used without thought and are not adapted to specific situations. As the term
indicates, they are used much as you would use a rubber stamp. Because they are used
routinely, rubber stamps communicate the effect of routine treatment, which is not likely
to impress readers favorably. Such treatment tells readers that the writer has no special
concern for them—that the present case is being handled in the same way as any other. In
contrast, words specially selected for this case show the writer’s concern for and interest
in the readers.
Blooms: Remember
Difficulty: 1 Easy
stamps.”
5-80
69. 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.
Writing from the you-viewpoint (also called you-attitude ) is a technique for building
goodwill in written messages. It means focusing on the reader’s interests, regardless of
the type of message. It is fundamental to the practice of good business communication. In
the broadest sense, you-viewpoint writing emphasizes the reader’s perspective. The you-
viewpoint is an attitude of mind that places the reader at the center of things. Sometimes
it just involves being friendly and treating people the way they like to be treated.
Sometimes it involves skillfully managing people’s response with carefully chosen words in
a carefully designed order. How it is applied will depend on the situation and the writer's
judgment. Students' examples will vary. They must make use of you or your when
establishing a we-viewpoint and use we or our when establishing a you-viewpoint.

Blooms: Apply
5-81
70. Discuss the impact of negative words in business messages.
People generally prefer positive to negative feelings, and hence positive words are usually
best for achieving message goals. This is not to say that negative words have no place in
business writing. Such words are powerful, and their inclusion may sometimes be
necessary. However, the use of negative words can be detrimental to good business
communication. They may stir up your reader’s resistance to a writer's goals, and they are
likely to be highly destructive of goodwill. Since these words have unhappy and unpleasant
associations that usually detract from a writer's goal, they are best avoided.
Blooms: Understand
5-82
71. 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
Blooms: Remember
Difficulty: 1 Easy
stamps.”
5-83
72. 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.
Students' answers will vary. A strategy to help build goodwill is to avoid using 'you' when
writing a message as it blames the reader. In these situations, it is better if the you-
viewpoint is not used. Another strategy is to keep the focus on the facts rather than on the
people. The use of passive voice (omitting the doer of the action) is not only acceptable
but desirable in cases where it will keep a writer from blaming a person.

Blooms: Apply
5-84
73. In the context of business messages, discuss preaching, its different forms and explain
why it is not courteous to preach in business messages.
Preaching involves using the tone of a lecture or a sermon. 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 a writer's goals. Preaching is usually not
intended. It often occurs when the writer is trying to convince the reader of something and
is insulting to tell the reader something quite elementary as if it were not known. Such
obvious information should be omitted. Flat statements of the obvious also fall into the
preachy category. A message can also sound preachy when the writer tells the reader how
to react. Such preachy messages are received negatively by readers and are destructive of
goodwill.
Blooms: Understand
5-85
74. Detail the three major techniques of emphasizing the positive and de-emphasizing the
negative in business messages.
Emphasis by position: The beginnings and endings of a writing unit carry more emphasis
than the center parts. This rule of emphasis applies whether the unit is the message, a
paragraph of a message, or a sentence within the paragraph. Sentence structure and
emphasis: The more positive information must be placed in short, simple sentences or
main clauses. The less important information must be put in subordinate structures such
as dependent clauses and modifying phrases. Space and emphasis: The more space
devoted to a topic, the more it is emphasized. Therefore, de-emphasizing the negative
means spending as little space on it as possible and giving the positive contents more
space.
Blooms: Understand
5-86
75. 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.
Students' answers will vary. They should avoid the use of negative words or rubber
stamps. The message can emphasize on the special discount.

Blooms: Apply
5-87

Lesikars Business Communication Connecting in A Digital World 13th Edition Rentz Test Bank 1

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Test Bank for Lesikars Business Communication

Connecting in a Digital World 13th Edition Rentz

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Writing for a Positive Effect

True / False Questions

1. Building goodwill through messages is gratifying to business people personally, but it is

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

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

11. In writing messages to an individual in an organization, it is preferred to treat the reader as a

12. A major contributor to goodwill in business documents is courtesy.

Multiple Choice Questions

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.

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

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

D. When writing an official reprimand

E. When using genres such as letters, long reports, or external proposals

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

D. When writing an official reprimand

E. When using genres such as letters, long reports, or external proposals

A. We have made a detailed analysis of the subject.

B. Please confirm your attendanceby replying to this message.

C. This is in reply to your letter of December 8, requesting a replacement of our product.

E. This is to acknowledge receipt of your letter dated 7th July.

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 7th July.

29. 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.

C. We have enclosed the technical specifications of your purchased product.

E. This is to acknowledge receipt of your letter dated 12 th April requesting technical

A. I have attached the relevant document to this email.

D. Please manufacture the table as per these specifications.

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.

33. 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.

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.

E. Thank you for your time.