Title: Communicating Different Messages
Course: Question Banks

Q: Which of the following is the best description of an informative message in the workplace?
- a message included in a business letter or memo
- a note to tell employees about a new change in policy
- sharing meaningful information with others in an unbiased and professional manner
A: sharing meaningful information with others in an unbiased and professional manner

Q: Which of the following is a guideline for communicating effectively in business?
- Use the latest technology whenever possible.
- Don’t shoot the messenger.
- Get to the main idea as quickly as possible.
A: Get to the main idea as quickly as possible.

Q: Which of the following is a guideline for communicating effectively in business?
- Use as many words as possible to get the message across.
- Use buzzwords to sound more intelligent.
- Be clear and concise with the presentation of information.
A: Be clear and concise with the presentation of information.

Q: Which of the following is the best example of a short informative message?
- a five-paragraph email
- a detailed memo
- a tweet
A: a tweet

Q: Which of the following is the most formal way to send a short informative message?
- a tweet
- an IM chat
- an email
A: an email

Q: Which of the following is an advantage of a short informative message?
- it can contain a lot of information
- it is a good fit for formal situations
- it allows for a quick response
A: it allows for a quick response

Q: Which of the following is the best example of a long informative message?
- a tweet
- a one-sentence email
- a blog post
A: a blog post

Q: Which of the following is an advantage of long informative messages?
- people can send and respond to messages quickly
- people can have a back-and-forth dialogue
- people can share a lot of information
A: people can share a lot of information

Q: Which of the following is the best way to communicate large amounts of detailed information or utilize graphics to convey complex ideas to a defined audience?
- a phone call
- an email
- a presentation
A: a presentation

Q: Which of the following is the best example of an advantage to working with teams?
- Teams drown out outside ideas.
- Teams encourage risky behavior.
- Teams result in an increase in productivity.
A: Teams result in an increase in productivity.

Q: Which of the following is the best example of an advantage to working with teams?
- Teams allow some members to relax and take a break.
- Teams cause communication to break down.
- Teams contribute to employee satisfaction and retention.
A: Teams contribute to employee satisfaction and retention.

Q: Which of the following is the best example of an advantage to working with teams?
- Teams provide competitive conflict.
- Teams can talk too much and prevent work from getting done.
- Teams can help break down projects into manageable tasks.
A: Teams can help break down projects into manageable tasks.

Q: Which of the following is the best platform for short team-building messages?
- handwritten letters
- phone calls
- chats
A: chats

Q: Which of the following topics is best suited for a short team-building message?
- a list of improvements needed
- a discussion of whether to start a project over
- a status update
A: a status update

Q: Logan has been thinking all night about a project his team is working on. He sends out a group text with a new idea he had related to the project. Which of the following best practices did Logan fail to follow?
- Be clear and concise in your messages with teammates.
- Send all required materials with your message.
- Be aware and considerate of your teammates personal space.
A: Be aware and considerate of your teammates personal space.

Q: Which of the following is the best platform for long team-building messages?
- a podcast
- a group chat
- an email
A: an email

Q: Which of the following topics is best suited for a long team-building message?
- a status update
- an invitation to a meeting
- a list of improvements needed
A: a list of improvements needed

Q: Which of the following factors is most important in composing a long team-building message?
- where team members are located
- whether team members will agree
- how can team members respond
A: how can team members respond

Q: Which of the following is a quality of direct criticism?
- putting a buffer before the criticism
- putting the reasons before the criticism
- putting the criticism before the reasons
A: putting the criticism before the reasons

Q: Which of the following is a quality of indirect criticism?
- putting the criticism after the close
- putting the criticism before the reasons
- putting a buffer before the criticism
A: putting a buffer before the criticism

Q: Which of the following is an example of active voice?
- The letters were put in the wrong place.
- These misdeeds will be looked into.
- You need to cease immediately.
A: You need to cease immediately.

Q: Which of the following guidelines should you use when writing a critical message to an external company?
- Use buzzwords.
- Try to talk around the issue.
- Be professional.
A: Be professional.

Q: Which of the following guidelines should you use when writing a critical message to an external company?
- Be quick.
- Express the full extent of your anger.
- Use direct writing structure in most cases.
A: Use direct writing structure in most cases.

Q: Which of the following guidelines should you use when writing a critical message to an external company?
- Be indirect.
- Use harsh, pointed language.
- Be clear and concise.
A: Be clear and concise.

Q: Which of the following strategies is the best one to use when writing an external critical message to an existing customer?
- direct strategy
- concise strategy
- indirect strategy
A: indirect strategy

Q: When writing an external critical message to an existing customer, which of the following is the best order for the parts of a negative letter?
- criticism, buffer, reasons
- buffer, reasons, close
- buffer, reasons, criticism
A: buffer, reasons, criticism

Q: Which of the following closers best follows the guidelines for writing to an existing customer?
- Get this fixed.
- Even after this disaster, we’re still willing to work with you.
- We look forward to working together in the future.
A: We look forward to working together in the future.

Q: Which of the following is the best description of the purpose of writing an internal critical message to an employee you manage?
- scold an employee who made a mistake
- make an example out of the employee being criticized
- improve the behavior or the behavioral results of a person
A: improve the behavior or the behavioral results of a person

Q: Which of the following best describes what effective criticism should be?
- indirect and concise
- subjective, direct, and specific
- specific, objective, and constructive
A: specific, objective, and constructive

Q: Which of the following best describes the meaning of constructive criticism?
- being direct and concise
- being as specific as possible
- avoiding personal attacks or blame
A: avoiding personal attacks or blame

Q: Which of the following guidelines should you use when writing an internal criticism of a colleague?
- Speak as directly about the behavior that needs to be changed as possible.
- Make your message sound more positive than negative.
- Direct your comments at the behavior and not the person.
A: Direct your comments at the behavior and not the person.

Q: Which of the following guidelines should you use when writing an internal criticism of a colleague?
- Explain how your behavior is different from the behavior the colleague needs to change.
- Use the most direct language possible.
- Try to include positive behaviors as well as behavior to be improved.
A: Try to include positive behaviors as well as behavior to be improved.

Q: Which of the following guidelines should you use when writing an internal criticism of a colleague?
- Give examples of others who do a much better job.
- Use only passive language.
- Keep the tone of your message neutral and objective.
A: Keep the tone of your message neutral and objective.

Q: Which of the following is the best example of a negative response to criticism?
- “Thank you for your feedback.”
- “What do you suggest I do to fix the issue?”
- “This was your fault, too.”
A: “This was your fault, too.”

Q: Which of the following is the best example of a positive response to criticism?
- “How dare you say I did that!”
- “I wasn’t the only one who did that.”
- “Thank you for your feedback.”
A: “Thank you for your feedback.”

Q: Which of the following is the best thing you can do when responding to criticism?
- Make sure everyone knows who else was at fault.
- Remind everyone that you are not as bad as the criticizer is making you out to be.
- Fight the impulse to respond defensively.
A: Fight the impulse to respond defensively.

Q: Which of the following best describes what is meant by using articulation to deal with negative emotions?
- walking away from the situation
- drawing a picture or diagram to express your feelings
- talking with the source of the issue
A: talking with the source of the issue

Q: Which of the following best describes the meaning of being professional at work?
- being honest, benevolent, and well-dressed
- being better at your job than anyone else is at theirs
- being competent, respectful, and accountable
A: being competent, respectful, and accountable

Q: Which of the following best describes what is meant by using acceptance to deal with negative emotions?
- accepting all blame for everything bad that happens at work
- passing the blame to everyone except yourself
- acknowledging your negative emotions
A: acknowledging your negative emotions

Q: Which of the following strategies is best to use when responding with a short message to internal or external criticism?
- Deny any wrongdoing on your part.
- Use formal language.
- Acknowledge what you have done, but don’t deny it.
A: Acknowledge what you have done, but don’t deny it.

Q: Which of the following strategies is best to use when responding with a short message to internal or external criticism?
- Don’t deny what you’ve done.
- Use the most direct language possible.
- Don’t wait too long before responding.
A: Don’t wait too long before responding.

Q: Which of the following strategies is best to use when responding with a short message to internal or external criticism?
- Point out that you are not the only person to do the criticized behavior.
- Minimize how bad the criticized behavior was.
- Apologize and offer to make things right.
A: Apologize and offer to make things right.

Q: Which of the following strategies is best to use when responding with a long message to internal or external criticism?
- Do not deny or apologize for what you have done.
- Use the most direct language possible.
- Get all of the details before responding.
A: Get all of the details before responding.

Q: Which of the following strategies is best to use when responding with a long message to internal or external criticism?
- Respond as quickly as possible.
- Minimize how bad the criticized behavior was.
- Respectfully disagree if the criticism is not accurate.
A: Respectfully disagree if the criticism is not accurate.

Q: Which of the following strategies is best to use when responding with a long message to internal or external criticism?
- Point out that you are not the only company to do the criticized behavior.
- Use formal language in your response.
- Think about finding a compromise position that will alleviate future concerns.
A: Think about finding a compromise position that will alleviate future concerns.