Q&A Hero

Q: Delaying the delivery of the bad news can be illegal.

Q: When writing a negative message, wording should be as positive as possible.

Q: All content in the negative message should be what? A. Factual, impersonal and objective B. Factual, positive and clear C. Clear, complete and concise D. Objective, complete and concise E. Personal, complete and concise

Q: Writing negative news with sensitivity and clarity helps the reader do what? A. Understand the message B. Accept the message C. Increase their desire to improve D. Take the message personally E. Respond to the message appropriately

Q: When using the indirect approach to convey negative news, what should be in the middle, or body of the message? A. Neutral buffer B. Bad news C. Information that may help the audience D. Reasons for the bad news, then the news E. Positive statement aimed at maintaining a good relationship

Q: When using the indirect approach to deliver negative news, what does the message open with? A. Neutral buffer B. Bad news C. Reasons for the decision D. Plan of action E. Positive statement aimed at maintaining a good relationship

Q: When delivering negative news using the direct approach, how should the message end? A. With a positive statement aimed at maintaining a good relationship with the audience B. With a reminder of the bad news C. With advice on how to prevent negative issues from arising in the future D. With a neutral close E. With a plan of action

Q: When delivering negative news using the direct approach, which of the following would comprise the body of the message? A. Neutral buffer B. Bad news C. Information that may help the audience D. Reasons for the bad news, then the news E. Positive statement aimed at maintaining a good relationship

Q: When delivering negative news using the direct approach, what does the message open with? A. Neutral buffer B. Bad news C. Reasons for the decision D. Plan of action E. Positive statement aimed at maintaining a good relationship

Q: When delivering bad news to employees, which of the following would be the most appropriate channel of delivery? A. Social networking site B. Email C. In person D. Via telephone E. Formal written documents

Q: After developing a clear purpose, what is the next step in preparing to write the negative message? A. Being upfront and honest with those you need to send the message to B. Sharing the unwelcome news C. Writing a message that is sensitive and honest D. Gathering information the audience needs to understand and accept the message E. Choosing the channel and the medium

Q: Which of the following is not one of the five goals when delivering bad news? A. Repair business relationships. B. Convey the bad news. C. Maintain as much goodwill as possible. D. Maintain a good image for the organization. E. Eliminate the need for future correspondence on the matter.

Q: If follow up action is needed in response to a routine message, identify who will do what and when in the body of the message.

Q: How should routine replies and positive replies close? A. With a sincere apology for the trouble caused B. With an expression of appreciation or goodwill C. With a detailed explanation of the request D. With a mention of the consequences of non-compliance E. With information about the negative aspects of the request, if any

Q: To soften the blow of a negative response in a direct message, what should the writer include in the body of the message? A. Specific identification of the negative news B. The option to seek other solutions C. Specific reason that lead to the decision D. As much detail as possible E. Emphasize how the decision can benefit the audience

Q: When having to convey negative information in a routine message, what should the writer do? A. Stress only the most positive information B. Refer to the negative information in general and nonspecific terms C. Put the negative information in as positive terms as possible D. Avoid explaining the negative information E. Use an indirect approach

Q: When developing an opening statement for routine messages, what should the writer consider? A. The most important thing the writer wants to convey B. The most important thing the audience wants to know C. The level of detail needed D. The potential reaction of the audience E. What channel and medium should be used to convey the message

Q: Opening statements should be what? A. Detailed B. Brief and to the point C. Neutral D. Hedge sentences E. Apologetic

Q: Routine, positive messages include what type of information in the opening paragraph? A. Reason for writing B. How the audience will benefit from complying to the request C. All relevant details D. A neutral buffer E. An introduction to the writer

Q: When writing for a claim or adjustment, what should be included in the opening paragraph? A. Specific explanations of the reason for the claim B. An offering of supporting documentation such as receipts C. A request for specific action D. A statement of the problem E. The remedy being sought

Q: When asking for an adjustment from a company, what is being asked for? A. The settlement of a claim B. An opportunity to file a formal complaint C. An opportunity to suggest how a product or service could be improved D. A resolution to a problem before further steps are required E. A discount on a product or service

Q: When making a claim to a company, what is the purpose of the message? A. To ask for a settlement of the claim B. To write a formal complaint C. To suggest how a product or service could be improved D. To provide a goodwill gesture, allowing the company to improve the product E. To ask for a resolution to a problem before further steps are required

Q: When developing a routine request for a recommendation, what should go in the body of the message? A. Why the writer wants the position B. An expression of appreciation C. Information the recipient needs to write the recommendation D. Any deadlines that might be important E. The purpose of the needed recommendation

Q: Which of the following is a key point when providing sources for recommendations? A. The indirect approach for requests should be used. B. Avoid stating why the recommendation is required. C. Always ask permission before using someone as a reference. D. Always offer to pay the person for their time in writing the reference. E. Avoid pressuring the receiver by mentioning a deadline.

Q: Requests for recommendations are generally organized using what approach? A. Question and answer B. Direct C. Indirect D. Persuasive E. Free form

Q: When seeking a recommendation before awarding a contract, what type of information is least likely to be needed from an applicant? A. Information on skills B. Information on abilities C. Information on integrity D. Information on credit worthiness E. Information on character

Q: Which of the following is a common element in a request for information or action? A. Your position within the organization B. What will happen if the reader doesn't supply the information C. What you want to know or what you want the reader to do D. Who is being copied on the request E. How you want the response to be formatted

Q: Which of the following is a common use of a routine message? A. Making claims and requesting adjustments B. Refusing to make a recommendation C. Determining fault for a missed deadline D. Developing a marketing pitch E. Asking for a pay increase during difficult economic times

Q: Discuss how to develop the body of the routine requests and the benefits of a well-developed message.

Q: Explain how to develop a strong close for a routine request.

Q: Discuss effective strategies for writing routine business requests.

Q: Unusual or complex requests should be broken down into individual and specific questions.

Q: With a direct approach the writer opens with details and justification of the request, moves to the actual request and ends by requesting specific action.

Q: Most audiences will comply with a routine message if they feel the writer is not being unreasonable.

Q: An effective use of a routine message would be to supply product operation support.

Q: When writing a routine request, it is always good manners to thank the reader in advance for their cooperation.

Q: The close of the routine request should include what? A. A sincere apology for the inconvenience caused B. Explanations and justifications for the request C. The phrase "thank you in advance" to ensure compliance D. A specific request that includes any relevant deadlines E. Questions that will help you organize the message

Q: What should the close of a routine request include? A. A sincere apology for the inconvenience caused B. An explanation or justification for the request C. The phrase "Thank you in advance" to ensure compliance D. Information about how you can be reached E. Questions that will help the organization of the message

Q: What should be done when explaining and justifying the routine request in the body of the message? A. Address multiple topics in one question. B. Offer apologies for the inconvenience. C. Put the most important question last. D. Offer incentive for the audience to comply. E. Break down complex requests into specific questions.

Q: How should multiple requests or questions in one message be addressed? A. Address all topics in one question. B. Offer apologies for any inconvenience caused. C. Start with the most important question. D. Do not assume the audience will comply. E. Avoid asking too many questions of the reader.

Q: When making a routine request, what should the writer do in the body of the message? A. Put the most important request at the end. B. Explain and justify the request. C. Address all topics in one question. D. Offer apologies for any inconvenience caused. E. Include contact information.

Q: Which of the following are specialized documents used to share relevant information with the news media? A. Press releases B. Direct to consumer news releases C. Social media releases D. External releases E. Internal releases

Q: If a reader may not view a message as positive, what should be included in the body of the message? A. An explanation of what will happen if the action is not taken B. An explanation of potential benefits to the reader C. An explanation of potential benefits to the writer D. An explanation of the nature of the information being provided E. An explanation of the reasons for the decision to be followed by the decision

Q: A policy change is an example of what type of message? A. Goodwill messages B. Answers to routine requests C. Claims and adjustment requests D. Good-news announcements E. Routine informational messages

Q: Updating someone on projects or the status of an order is an example of what type of routine communication? A. Goodwill messages B. Answers to routine requests C. Claims and adjustment requests D. Good-news announcements E. Routine informational messages

Q: What is the goal of a letter of recommendation? A. To verify dates of employment B. To verify salary C. To verify the nature of your relationship with the candidate D. To verify the candidate has the characteristics necessary for the job E. To verify the candidate is eligible to work at the organization

Q: When granting the claim when the customer is at fault, what should be included in the body of the letter? A. An apology B. A clear indication of what the customer did wrong C. A clear indication of how the customer can avoid a similar issue in the future D. The discouragement of similar claims in the future E. Contact information so the customer can discuss further concerns

Q: When responding to a customer complaint, the best course of action is what? A. Promise the customer complete satisfaction. B. Explain how you plan to resolve the issue. C. Apologize profusely. D. Promise the issue will never happen again. E. Indicate to the customer exactly who is to blame.

Q: Before responding to a customer complaint, what should first be considered? A. How upset the customer is B. How often that particular customer complains C. How easy it is to rectify the issue D. Relationship with the customer E. Company policy for handling customer complaints

Q: A well written response to a request for information or action will do what for the writer? A. Positively influence the reader's perception of the writer and the organization B. Negatively influence the reader's perception of the writer and the organization C. Allow the writer to explain the benefits of working with their firm D. Encourage customer satisfaction E. Reinforce the organizations commitment to excellence

Q: Which of the following is least likely to be considered a routine or positive message? A. Answers to routine requests B. Denial of claims and adjustments C. Recommendations D. Routine informational messages E. Good-news announcements

Q: Discuss a strategy for using routine and direct messages for negative news, including examples.

Q: Which of the following can be a challenge when setting up a blog? A. Accurately defining your target audience B. Preventing viral marketing C. Increasing employee engagement D. Monitoring the blogosphere E. Finding long-term content

Q: Which of the following is the least effective use of a blog? A. Community building B. One way communication C. Influencing traditional news coverage D. Word-of-mouth marketing E. Market research

Q: Using blogs to explain how to use a product is an example of what? A. Word-of-mouth marketing B. Customer education C. Employee engagement D. Brainstorming E. Community building

Q: Using blogs to release up to the minute information on an issue is an example of what? A. Market research B. Media relations C. Crisis communications D. Company news E. Team communications

Q: By monitoring the blogosphere, companies hope to find ways to do what? A. Increase recruitment efforts B. Enhance policy discussion C. Conduct market research D. Improve crisis communications E. Increase customer support

Q: The use of mobile blogs can aid in the use of which of the following areas? A. Project management and team communications B. Company news C. Customer support D. Recruiting E. Policy issues and discussions

Q: When incorporating blogs into a corporate social media stream, what role can blogs take in support of the media plan? A. Blogs can be used to clarify information. B. Blogs can act as the hub for the multiple threads in the social media plan. C. Blogs can act as the "complaint department" for the social media plan. D. Blogs can limit word-of-mouth marketing efforts by customers. E. Blogs can allow consumers to become subject matter experts.

Q: Apply the three-step writing process to instant messaging.

Q: Describe ways to make IM more efficient and effective.

Q: When planning an instant message, the message should be planned according to the rules of oral conversation instead of written conversation.

Q: Instant messaging is less susceptible to computer viruses and other security problems than other forms of social media.

Q: Discuss how the use of social media has changed internal communications in organization.

Q: Discuss how the increased use of Social Media has changed the way stakeholders consume information from an organization, and the change in the relationship between stakeholders and the organization.

Q: Writing for social media required the same skill set as writing for traditional media.

Q: Generally speaking, companies are willing to use any communication tool that consumers are likely to use.

Q: Stakeholders can use social media to harm companies.

Q: To create audience-focus message, companies structure messages to include teasers, orientations and summaries.

Q: Which of the following can be used to conduct on-the-job training by providing content as workers perform tasks? A. Gamification B. Wearable technology C. Augmented reality D. Mobile podcasting E. Mobile blogging

Q: Which of the following can increase audience interaction and engagement on a corporate website? A. Gamification B. Augmented reality C. Wearable technology D. Mobile blogging E. Cloud based services

Q: Which of the following links social networking to a physical corporate presence? A. Augmented reality B. Location-based services C. Mobile blogging D. Cloud based services E. Mobile podcasting

Q: Which of the following is true when creating content for social media? A. Companies can develop posts without fear of criticism from the public. B. Spelling and grammar are not as important. C. All posts are honest and trustworthy because it is easier to verify information. D. Employees can be fired for content on personal media sites. E. Clever, witty headlines attract a larger audience than short, bland headlines.

Q: One of the appeals of social media is what? A. The feeling of conversation B. Less need to traditional writing conventions C. The ability to create large volumes of content inexpensively and quickly D. Being able to say whatever you want on social media without anyone knowing who you are E. The high level of control over the message

Q: When evaluating the content of the message, what should the proofreader consider? A. Who will actually read the message B. That the message is accurate, relevant and complete based on audience needs C. That the message contains all the major ideas the writer wanted to include D. Spelling and grammar are correct E. First impression of the document for the audience

Q: After proofreading to ensure overall goals are accomplished, what should the second round of proofreading consider? A. Deadlines B. Spelling and grammar C. Overall tone D. Audience location E. Clarity and conciseness

Q: When revising for digital formats, what should receive special attention during the revision process? A. Audience needs B. Audience location C. Headings and subheading D. Spelling, grammar and clarity E. Use of compatible technology

Q: Which of the following can help determine the scope of the revision process? A. The medium and nature of the message B. The audience and the medium used C. The audience and the nature of the message D. Available time and skill level E. Available time and location of the audience

Q: When proofreading, which of the following should be accomplished on the first round of proofreading? A. Spelling and grammar B. Overall tone C. Ensuring overall goals are accomplished D. Clarity E. Conciseness

Q: Discuss issues to consider when distributing your message.