5-Which of the following is NOT true of a good announcement?

A. It needs to state its purpose.

B. It is usually a one-way informational message.

C. It goes to a broader audience.

D. It tends to be organized in a way that allows readers to skim the contents.

E. It usually requires a response.

7- Patricia is dismayed to read a negative review of her new business on Twitter. What should she do?

A. Wait before responding, as this will improve the chances of a favourable response to her reply.

B. Issue her first response on her Facebook page.

C. Angrily dismiss the negative review without responding to any of the specific comments.

D. Ignore it. Most people don't trust the reviews of total strangers.

E. Issue a genuine reply on Twitter acknowledging the issues.

8-It is best to use an indirect approach to organizing bad news messages if ______.

A. the audience is unlikely to be upset or angry at the news

B. the audience is likely to be surprised by the news

C. the audience expects the news

D. the recommendation is easy to understand

E. the recommendation is relevant to health and safety

9-What type of written communication would you send to a colleague who recommended you for a promotion?

A. request

B. sympathy message

C. announcement

D. confirmation message

E. thank you note

10-A one-sided communication that publicly notifies an audience of information they need or want to know is known as a(n) ______.

A. announcement

B. confirmation

C. agenda

D. invoice

E. acknowledgement

11-For which sort of occasion would it be appropriate to send a"for-your-information" message?

A. a colleague wins an award

B. a vendor goes out of her way to rush your order

C. you hear about a new restaurant you think a client will enjoy

D. the spouse of a co-worker passes away

E. a client writes you a reference letter

12-You work for a construction firm in Brampton, Ontario, and a company hires you to build an office building in Mississauga, Ontario. Your business banker in Brampton, Harjit, used to work in Mississauga and may have some useful information for you. To ask Harjit for this information by email, an indirect request is appropriate because Harjit could be confused by your question without some introductory context. Which of the following would be the best subject line for this email?

A. Request for names of contractors in Mississauga

B. Hello!

C. Know any good contractors in Mississauga?

D. Need information about contractors in Mississauga

E. Request for a small favour

13-Which of the following steps is appropriate when communicating bad news to customers?

A. avoid offering alternatives to the customer

B. avoid giving an explanation for the company's decision

C. show customers that you value them

D. always use a direct approach

E. cite company policy as the reason for the bad news

14-Rudy works for a large online retailer that limits returns and exchanges to 14 days from order dates. For the holiday season they decide to alter their policy: Any purchases made in November or December may be returned or exchanged through January 15. Rudy is charged with sending a message to communicate this news to thesite's existing customers. What kind of message is Rudywriting?

A. procedural information

B. a confirmation

C. a routine announcement

D. a refund request

E. a request for information

15-Which of the following is NOT true of a thank you note?

A. In cultures with low power distance, thank you messages are informal.

B. It is a way of showing genuine appreciation.

C. In low-context cultures, thank you messages are short and to the point.

D. It is more than just a polite gesture.

E. In cultures with high power distance, thank you messages are short and to the point.

16-Which of the following would NOT be an appropriate medium to communicate bad news to many employees and shareholderssimultaneously?

A. newsletter

B. text/IM

C. letter

D. website

E. social networking