Indicate which of the following statements is correct (more than one correct statements)

Group of answer choices

A. You-attitude is direct, and places blame where it belongs

B. You-attitude stays positive by never giving bad news

C. You-Attitude emphasizes positive solutions to negative situations

D. You-Attitude does not blame the audience for problems

Flag question: Question 2

Question 2

2pts

Which of the following sentences best reflects a 'you-focused' attitude in which the focus is on what the customer is receiving rather than on what you or your organization are doing?

Group of answer choices

A. As such a valued customer, you will now be entitled to a 20% discount on all purchases with us.

B. We have worked hard to negotiate a discount for you.

Flag question: Question 3

Question 3

2pts

Which of the following questions best reflects the importance of being specific in our communication.

Group of answer choices

A. Your order was shipped today.

B. Your order for the silver iPhone X was shipped today, and should be received by January 31.

Flag question: Question 4

Question 4

2pts

Which sentence best illustrates the idea that where possible, we should avoid assigning blame for a problem, but should focus on the problem.

Group of answer choices

A. It would have been best if this report incorporated all the themes we discussed.

B. You did not incorporate the themes we discussed in our meeting.

Flag question: Question 5

Question 5

2pts

It is important to emphasize the positive in our communication wherever possible--even when there is 'bad' news that must be shared. Which of the followingbestillustrates this concept.

Group of answer choices

A. We will finish our project on Friday, close to the original plan.

B. We failed to finish our project when we expected.

C. We have not yet finished our project.

Flag question: Question 6

Question 6

2pts

Which of the following sentences best illustrates the concept that when we must use a negative term, we should try to use the least negative word that is accurate.

Group of answer choices

A. Your account is delinquent.

B. Your account is past due.

Flag question: Question 7

Question 7

2pts

It is important to avoid 'hidden negatives'. Which of the following sentences best avoids hidden negatives.

Group of answer choices

A. This workshop will help you become an even better manager.

B. This workshop will help you become a better manager.

Flag question: Question 8

Question 8

2pts

To help make positive emphasis, it is important to focus on what the audience can do rather than on what the audience can't do. Which of the following best demonstrates this point.

Group of answer choices

A. You will be able to receive your refund in two weeks, but book vouchers are available now.

B. We are not permitted to disburse refunds now.

Flag question: Question 9

Question 9

2pts

Organizations that are able to maintain a positive, caring tone resulting in increased employee satisfaction are likely to generate higher performance than organizations which try to gain increased performance by focusing on threats.

Group of answer choices

A. True

B. False

Flag question: Question 10

Question 10

2pts

We should minimize the perception of bias in our communication. Which of the following sentences demonstrates inappropriate bias?

Group of answer choices

A. She is a good doctor for a woman.

B. All spouses and significant others are invited.