COMM 2

How should you respond to a claim when your company is at fault?

Acknowledge receipt of customers claim, sympathy, take responsibility, explain how to resolve, repair relationship, follow up.

List the types of buffers that could be used

Agreement Appreciation Cooperation Fairness Good news Praise Resale Understanding

Andre arrives at an office to interview for a marketing position. He is led to a conference room where three other applicants are seated at a table with the interviewer. The interview proceeds with all four candidates interacting together with the interviewer. Which type of interview is Andre​ experiencing? A. stress interview B. group interview C. working interview D. panel interview E. behavioural interview

B

Both of the following groups of words are punctuated as sentences. Click the one that actually is a sentence. A. There was many people in the park that day. B. There were many people in the park that day.

B

Which of the following guidelines needs to be adopted when communicating bad news about​ transactions? A. threaten future relationships with the company B. modify the​ customer's expectations C. manipulate facts to emphasize​ one's claim D. let anger or malice motivate messages E. use abusive language or defamatory terms

B

Which of the following is NOT an important consideration in creating a routine​ request? A. You should write one question per topic. B. People are likely to ignore your tone. C. You should be specific in your request. D. The most important questions should come first. E. People are likely to comply with your request.

B

Which of the following is the best phrasing to include in a negative​ message? A. If you asked in a clear​ way, I might be able to understand you. B. Please clarify your request. C. Your request​ doesn't make any sense. D. You need to do a better job of articulating what you need. E. I​ can't help you because I​ don't know what you want.

B

Which of the following needs to be followed in conveying bad news carefully through the indirect​ approach? A. avoid conditional statements B. avoid uncertain conclusions C. emphasize the bad news D. use the company policy to cushion bad news E. tell what one​ didn't do

B

Which of the following statements is characteristic of the functional​ résumé? A. It places equal emphasis on the job history and on the skills and capabilities. B. It emphasizes the​ applicant's skills and capabilities by identifying employers and academic experience in subsections. C. It forces employers to read through job descriptions to see what the person can do for them. D. It emphasizes the job history by placing the work experience section immediately after the contact information and introductory statement. E. It presents the professional history in a​ clear, easy-to-follow arrangement.

B

Which of the following strategies is NOT followed when rejecting job​ applications? A. Close with positive wishes for the​ applicant's career success. B. Explain why the applicant was rejected. C. Open with a courteous expression of appreciation for having applied. D. Personalize the message by using the​ recipient's name. E. Convey the negative news politely and concisely.

B

Which sentence is correct? A One of my favorite poems is Robert Frost's "The Road Not Taken;" it always makes me wonder about options I have not chosen. B Although Etta printed several copies of her "Ten Rules for Seasoned Travelers," she forgot to hand them out to us.

B

A negative message using the​ ______ approach opens with the bad​ news, proceeds to the reasons for the situation or the​ decision, and ends with a positive statement aimed at maintaining a good relationship with the audience. A. indirect B. positive C. direct D. formal E. personal

C

After a job​ interview, Serena writes an email to the interviewer expressing her appreciation for being considered for the job. Which type of message is this most likely to​ be? A. letter of acceptance B. request for time extension C. ​follow-up message D. letter declining a job offer E. message of inquiry

C

Of the​ following, which is the best way to find potential keywords to use in​ one's résumé? A. ask employers B. other job seekers C. job search websites D. business textbooks E. web searches

C

Taylor is in the completing stage of preparing her​ résumé for submission to job recruiters. She knows that at least one of the employers she will be targeting looks for specific keywords electronically in​ résumés submitted. Which of the following formats should Taylor make sure to submit her​ résumé in? A. PDF file B. ​plain-text file C. scannable​ résumé D. infographic​ résumé E. Word file

C

Tyler is in the process of putting together his​ résumé. Currently he is trying to learn as much as possible about his target industry. Which stage of the​ résumé writing process is Tyler​ in? A. completing B. analyzing C. planning D. revising E. writing

C

What is the most important reason that an application letter must be kept free from​ errors? A. The letter must not show too much personality. B. It may not reach the right people otherwise. C. Your writing will be carefully evaluated. D. You want your letter to be distinctive. E. It must be clear which job you are applying for.

C

What is the most important reason to use strong action verbs when outlining your skills and accomplishments on your​ résumé? A. Such words are more likely to be spelled correctly. B. It shows good grammar skills. C. It gives employers an idea of what you might do on the job. D. It sounds more truthful. E. It is less likely to come across as empty puffery.

C

When conveying negative news using the direct​ approach, one should always​ ______. A. use parenthetical expressions to embed bad news B. open with a neutral statement that is closely related to the point of the message C. close in a manner that respects the impact the negative news is likely to have D. minimize the space or time devoted to the bad news E. subordinate bad news within a complex or compound sentence

C

Which of the following cases would require the most care to convey the bad news to the​ customer? A. letting a customer know the sweater she ordered will be a day late B. letting a customer know a grocery order is missing one item C. letting a customer know that a​ special-ordered item will not arrive in time for​ Christmas, although she paid a premium for rush shipping D. letting a customer know that the technician will arrive between 11 a.m. and 2​ p.m., instead of between 10 a.m. and 1 p.m. E. letting a customer know that his order for five reams of paper only contains​ four, and the fifth will arrive the next day

C

Which of the following is NOT a basic element of a routine request? A. what a writer wants to know B. why it may bein the reader's interest to help the writer C. what will happen to the reader if he or she does not respond favourably to the request D. why a writter is making the request E. what a writer wants the readers to do

C

Which of the following is the most appropriate definition of​ libel? A. noncontroversial statement B. unapologetic reason C. written defamation D. conditional statement E. spoken defamation

C

Which of the following is true about completing a​ résumé? A. Despite technological​ advancements, only the printed traditional​ résumé will work for all employers and all the situations a person will encounter. B. As a general​ guideline, the number of pages in a​ résumé should be roughly half of the number of years of experience a person has. C. One will usually need to produce several versions of a​ résumé in multiple formats and in multiple media. D. For print or electronic documents submitted to employers or job​ websites, it is advisable to include a good photo of oneself. E. A person should try to be as creative as possible with the​ résumé design, incorporating various graphics and other visual elements.

C

Which of the following statements describes a best practice in writing a routine business​ request? A. Save the most important questions for the end of the message. B. Wait until the end of the message to state your request. C. Use the body to give specific details about the request. D. Address multiple related topics in the same message. E. Assume that your audience will resist your request.

C

Why is it most helpful to learn about the company one is interviewing for before the​ interview? A. It gives interviewers a sense of who you are. B. It demonstrates your desire to get the job. C. It demonstrates your interest in the company. D. It demonstrates a willingness to learn new things. E. It demonstrates your potential job skills.

C

Why would preparing questions of your own for an interview best help you get the​ job? A. It boosts your confidence. B. It shows you really want the job. C. It demonstrates interest in the company and the position. D. It demonstrates a professional attitude. E. It shows you are skilled in the position

C

A company announces it is shutting down a major​ R&D project before its completion. Which of the following would be most appropriate to include in a message announcing this​ news? A. This is an exciting opportunity for these team members to get involved with other great projects. B. ​We're all big boys and girls​ here, and now​ it's just time to move on to the next challenge. C. How lucky these team members are because they are now free to move on to other new and exciting projects. D. Please join me in thanking everyone on the team for the months of dedication and creativity they contributed to this project. E. Just think of all the other interesting development projects these team members will be able to work on now.

D

All of the following are guidelines for conveying negative organizational news except​ ______. A. consider the unique needs of each group B. seek expert advice C. use multiple media to reach out to the audience D. always use the direct approach E. minimize the element of surprise whenever possible

D

Begin routine requests by placing​ ________ first; up front is where it stands out and gets the most attention. A. a short introduction to the context of the request B. a buffer statement that indicates the request that will follow C. an​ attention-getting statement D. the initial request or main idea E. an expression of appreciation or goodwill

D

Bernard is writing a letter to a customer who damaged her digital camera through misuse. The misuse voided her​ warranty, so the repair will not be covered and the customer will need to pay for it herself. Which of the following would be the most appropriate expression of sympathy to include in his​ message? A. We should have been clearer in the manual about why you​ shouldn't do what you did. B. We wish you had read the manual more closely so that you could have avoided this inconvenient incident. C. We apologize that we​ didn't prevent you from misusing the camera as you did. D. We are sorry to hear of your difficulties. E. We apologize for creating a camera that was able to be misused in this way.

D

Kecia received a letter from a manager in the order fulfillment department of her​ firm, requesting temporary staffing from​ Kecia's department. Kecia will not be able to fulfill this request and is writing to the manager to inform him. Which of the following would be the best buffer to use in her​ reply? A. You folks are doing a great job over​ there, and​ I'd love to be able to help out. B. I wish that getting additional staffing were as easy as simply requesting coverage from another department. C. Since that last​ downsizing, every department in the company is running shorthanded. D. Our department shares your goal of processing orders quickly and efficiently. E. Those new HR regulations are driving me crazy over​ here; how about in your​ department?

D

Many interviewers make up their minds about candidates within the first 20 seconds of meeting them. During which stage of the interview would this take​ place? A. asking questions B. listening to the interviewer C. closing D. ​warm-up E. question and answer

D

The​ ________ approach is the most common way to organize a​ résumé. A. functional B. combination C. targeted D. chronological E. skills

D

When making claims and requesting​ adjustments, you should​ _______. A. suggest that the business relationship will be discontinued if the problem is not resolved satisfactorily B. use an indirect approach by providing more extensive reasons and justification for your request C. avoid giving a complete explanation of the​ details, as the company would already have all the information in its records D. maintain a professional tone in all communications to get the situation resolved sooner E. send copies of all interactions with the​ business, both current and​ past, to back up the​ claim, and keep the copies for your files

D

When responding to negative information in a social media​ environment, companies​ should______. A. reply immediately and spontaneously B. engage with communities of stakeholders after the negative situation occurs C. respond to each and every rumour and piece of negative information D. monitor the conversations on various networks E. engage in spin doctoring immediately when a negative situation occurs

D

Which of the following best characterizes what a​ résumé is? A. It is a list of accomplishments. B. It is a list of experiences. C. It is a way to impress people. D. It is the story of you. E. It is a way to get an interview.

D

Which of the following criteria would indicate that you should use the direct approach for a negative​ message? A. ​You're not sure if the audience always prefers the direct style of communication. B. The issue is very important to your audience. C. The bad news has a high emotional impact for readers. D. The situation is an emergency. E. This news will come as a shock to readers.

D

Which of the following is a guideline for handling common issues or concerns in a​ résumé? A. One is legally obliged to disclose a criminal record or time spent incarcerated on the​ résumé. B. Avoid highlighting related volunteer work and membership in professional groups when trying to address concerns regarding​ inexperience, as they are not relevant. C. If the person is overqualified for the​ position, highlight and leverage that fact to get an edge over other candidates. D. For a person who has had a number of​ short-term jobs of a similar​ type, such as independent contracting and temporary​ assignments, try to group them under a single heading. E. If past job positions were eliminated as a result of layoffs or​ mergers, the person is legally obliged to highlight the fact in the​ résumé.

D

Which of the following statements about writing routine requests is​ true? A. You should close request messages with additional statements explaining and justifying the request. B. You should never assume that the audience members will comply with your request. C. It is best to build up to your request instead of stating it up front. D. To help expedite the response to​ someone's request, you should deal with only one topic per question. E. You should put the most important questions at the end of the message.

D

Which of the following statements is true of the direct​ approach? A. It helps readers accept the news. B. It opens with a buffer. C. It uses parenthetical expressions. D. It conveys the main idea in less time. E. It softens the blow of the message.

D

Which of the following statements most directly states the bad news that the writer cannot attend an​ event? A. I wish I could​ attend, but it is not meant to be. B. I want to attend and tried to switch some commitments to make it​ possible, but I​ wasn't successful. C. Much as I would like to​ attend, my schedule is conspiring against me. D. Our budget meeting ends too late for me to attend. E. If circumstances were​ different, I'd happily attend.

D

Which of the following would be the best statement to include in a reply to a customer inquiry regarding a discontinued​ item? A. I am​ sorry; we no longer carry the Supreme Soft pajamas that you asked about. B. ​No, the Supreme Soft pajamas are no longer available. Maybe you can find another style you like. C. We stopped carrying the Supreme Soft pajamas because they were not very popular. Maybe you can find them with another company. D. Sleepy Separates pajamas replaced the Supreme Soft pajamas you asked about. Sleepy Separates are available in a wider variety of colours and​ patterns, and tops and bottoms can be purchased separately for maximum versatility. E. Unfortunately the Supreme Soft pajamas are no longer part of our inventory.

D

List 6 common examples of routine replies and positive messages

1. Answers to requests for information and action 2. Grants of claims and request for adjustment 3. Routine informational messages 4. Good-news announcements 5. Goodwill messages 6. Procedures

Identify and explain three common types of routine requests

1. Asking for information or action 2. Asking for recommendations 3. Making claims and adjusting requests

It is important to end on a positive note, what guidlines should you follow developing your conclusion?

1. Avoid uncertain conclusion 2. Manage future correspondence 3. Be sincere

When replying to routine replies and positive messages, what 4 goals should writers focus on?

1. Communicate the information or good news 2. Answer all questions 3. Provide required details 4. Leave you readers with a good impression

List 5 goals of negative messages

1. Convey bad news 2. Gain acceptance for it 3. Maintain as much goodwill as possible with audience 4. Maintain a good image 5. If appropriate, reduce need for future correspondence

Indirect approach explains your reasons before stating the bad news. List 5 characteristics of well-written reasons.

1. Detailed 2. Tactful 3. Individualized 4. Unapologetic 5. Positive

List important points to consider when conveying negative organizational news

1. Match your approach to the situation 2. Consider the unique needs of each group 3. Minimize the element of surprise 4. Seek expert advice 5. Use multiple media to reach audience 6. Be open and transparent

By placing your main request up front, it will get the most attention; however, be careful not to be too abrupt. What three things can you do to prevent offending your audience?

1. Pay attention to the tone 2. Assume your audience will comply 3. Be specific

Since routine requests are positive messages, it is suggested that you use the direct approach. Explain how to do this and what 2 steps would come next.

1. Place main idea in opening 2. Explain all relevant details in body 3. Close highlighting a benefit to the audience

Identify 3 types of goodwill messages

1. Sending congratulations (highlights peoples personal lives) 2. Sending messages of appreciation (used to recognize the contribution of employees) 3. Offering condolences (someones death)

An interview in which the candidate is asked to relate specific incidents from his or her past is a​ ________ interview. A. stress B. panel C. situational D. working E. behavioural

E

Which of the following is NOT an important part of responding to a claim when your company is at​ fault? A. You should take personal responsibility. B. You should acknowledge receipt of the claim. C. You should sympathize with the customer. D. You should try to repair the relationship. E. You should explain company policy.

E

How should you respond to a claim when a third party is at fault?

Evaluate each situation, know company policies, respond with how ploblem will be solved.

What are claim letters used for and what things must you include in writing an effective one?

Identify a problem with a product or service. includes acknowledgement, sympathy and explanation on how to resolve.

Explain indirect approach with bad news

Open with a buffer then bad news

Explain direct approach with bad news

Open with bad news, proceeds to reasons for the situation, end with a positive statement

Asad needs some information from a colleague. He knows it is a routine​ request, so he can get right to the point. Which of the following statements would be most appropriate in​ Asad's message? A. I would appreciate it if you would send me the latest version of the promotional schedule. B. I need the latest version of the promotional schedule. C. Send me the latest version of the promotional schedule. D. I want you to send me the latest version of the promotional schedule. E. You need to send me the latest version of the promotional schedule.

A

Companies that​ ______ are less likely to be attacked unfairly online and more likely to survive such attacks if they do occur. A. regularly engage with communities of stakeholders B. have limited contact with constituents C. respond to each and every rumour and piece of negative information D. do not have an online presence E. swing into spin doctoring mode when a negative situation occurs

A

Connie knows that her​ résumé is a very important part of her job search and creating an effective one will take much planning. Which of the following is​ true? A. In most​ cases, Connie's​ résumé will need to make an impression in 30 to 45 seconds. B. Connie should use her​ résumé to list every skill and ability she has. Your answer is not correct.C. The more good information Connie presents about herself in her​ résumé the​ better, so she should stuff her​ résumé with every positive detail. D. If Connie creates a good​ résumé, it will get her the job she wants. E. If Connie wants a really good​ résumé, she needs to have it prepared by a​ résumé service.

A

Dionne's supervisor asks her to write a letter conveying some minor bad news to a client. The supervisor instructs her to use the direct approach. This means that Dionne​ ______. A. will be able to write a shorter message than if she used the indirect approach B. should open the message with a buffer C. ​doesn't need to justify the bad news with any reasons D. will give the reasons for the bad news before stating it outright E. will gradually build up to the bad news

A

In which of the following scenarios would it be most important to get to the point immediately when conveying the negative​ news? A. announcing a toxic spill B. announcing a hiring freeze C. announcing the consolidation of two branch offices D. announcing that a popular product has been cancelled E. announcing the loss of a large contract

A

Peter is preparing to interview candidates for an opening at his company and is considering which type of interview to conduct. Which of the​ following, if​ true, would most strengthen the case for doing panel​ interviews? A. The person who gets the job will be reporting to multiple managers. B. Peter wants to see certain skills demonstrated from the candidates. C. The person who gets the job will have to work with difficult people. D. The successful job candidate will have previous experience in the industry. E. Peter wants to see how the candidates interact.

A

Routine request messages should close with​ ________. A. a specific request that includes relevant deadlines B. an​ attention-getting phrase or fact C. a detailed explanation for the request D. a sincere apology for the trouble caused by the request E. a summary of the benefits for the reader

A

Someone posts a negative review of your business on Yelp. Which of the following is​ true? A. You should give yourself time to evaluate the review before you reply. B. You should give the reviewer a few days to cool down before you reply. C. You should wait for satisfied customers to write positive reviews in your defence. D. You should never respond to the negative review. E. You should respond to the negative review the moment you see it.

A

The strategy of expressing sincere thanks for receiving something is used for which of the following buffer​ types? A. appreciation B. cooperation C. praise D. agreement E. understanding

A

Which of the following is a guideline for composing​ résumés? A. Name and contact information should constitute the heading of a​ résumé. B. Use whole​ sentences, not phrases. C. Use the word​ "I" throughout the​ résumé to highlight achievements. D. Avoid using​ industry-specific jargon in the​ résumé.

A

Which of the following sentences uses a coordinating conjunction correctly? A. I left the library, stepped into the cold night air, and began the long walk home. B. I left the library, stepped into the cold night air, began the long walk home.

A

Which possessive is correctly formed? A. a class's reading list B. a class' reading list

A

​André is working on his​ résumé, and is looking to apply all the information that he has learned about potential employers into his​ résumé. How will this most likely help​ André with his​ résumé? A. It could adapt his​ résumé to his audience. B. It could keep his​ résumé as factually accurate as possible. C. It could help to compose his​ résumé in the proper style. D. It could prevent spelling and grammar errors. E. It could make his​ résumé visually appealing.

A

Carla is writing an application letter for a job and is using LinkedIn to help her find information. What kind of information is she most likely​ finding? A. She is probably finding potential job openings. B. She is probably finding the names of the addressees of the letter. This is the correct answer.C. She is probably finding job application tips. D. She is probably finding information about the company. Your answer is not correct.E. She is probably finding contact information for trusted colleagues.

B

Generally​ speaking, when responding to a claim when the company is at​ fault, you should​ ________. A. accept blame or specifically assign blame to someone in the organization B. take or assign personal responsibility for setting matters straight C. promise more than you can deliver D. apologize profusely in the opening and closing of the message E. always include disclaimers limiting the​ company's liability

B

Ivy is writing a message telling an employee that she will not be able to implement his suggestion to offer a flextime work schedule. Which of the following is true about the nature of this​ message? A. Ivy should use the direct approach because it is simpler and more efficient. B. Ivy should put special care into this message to protect her working relationship with her employee. C. Ivy​ doesn't need to write a very thoughtful or complete​ explanation, since she is writing to someone who works for her. D. Ivy​ doesn't really need to explain why​ she's refusing the proposal since it came from an internal source. E. Since this news will be​ unwelcome, Ivy should not include a buffer in her message.

B

Jack owns a small business and is admittedly not very technologically savvy.​ He's heard from his employees that there have been a number of negative reviews of the company posted on social media​ sites, and​ he's worried about how this might hurt his business. He hires​ Amar, a social media​ guru, to help him understand how he can protect himself from these kinds of attacks. Which of the following would Amar most likely cite as the most important step in responding to negative information​ online? A. Have an employee function as​ "spin doctor." B. Engage with communities of stakeholders. C. Hire a lawyer and be prepared to take legal action against attackers. D. Learn to tune out the haters. E. Evaluate negative messages.

B

Laurie wrote a letter to her local grocery store regarding a misunderstanding about sale prices. She knew beforehand that she wanted a coupon or other reimbursement. Her message was short and​ professional, as she opened with a clear and calm statement of the problem and the​ details, including a photocopy of her receipt. She closed with​ "I hope we can find a solution to this​ issue." What did Laurie​ miss? A. She should have expressed the economic hardships she is experiencing. B. She forgot to tell the store what resolution she expected from them. C. She should have conveyed the message in a more personal tone. D. She forgot to send more supporting documents to the store. E. She should have expressed disappointment in the grocery store.

B

Martin is preparing his​ résumé and is taking great care to include as much detail as possible in every item. Which of the following fallacies about​ résumés does Martin most likely believe​ in? A. He needs to have his​ résumé prepared by a​ résumé service. B. His​ résumé will be read carefully and thoroughly. C. The purpose of a​ résumé is to list all of​ one's skills and abilities. D. His​ résumé should look as​ eye-catching as possible. E. A good​ résumé will get him the job he wants.

B

One of the following groups of words is correct. The other is a run-on sentence. Click the one that is correct. A. Years ago I hiked the Appalachian Trail it was very primitive then. B. Years ago I hiked the Appalachian Trail; it was very primitive then.

B

Sandra recently received an angry email from a customer who complained that his recently purchased refurbished computer had stopped booting up​ (starting). Sandra's manager has approved a​ replacement, even though the customer did not purchase a warranty. What should be​ Sandra's first step in constructing a​ response? A. Explain why the customer should have bought a warranty. B. Thank the reader for writing to the company. C. Immediately apologize for the inconvenience. D. Tell the customer how to avoid the problem in the future. E. Explain how the replacement is an abnormal gesture.

B

Stovetop Selection is a manufacturer of​ high-end cookware. A customer recently submitted a claim for a saucepan that became pitted and discoloured. The company decides to grant his claim and replace the​ pot, even though the customer admitted​ that, contrary to the product​ instructions, he routinely ran it through his dishwasher. Which of the following is true about the message that should convey this​ news? A. The message should open with a detailed explanation of how the​ customer's use of the dishwasher led to the​ problem, saving the good news to mention in the close. B. The message should try to discourage the customer from putting the replacement pot in the​ dishwasher, without blaming or insulting him. C. The message should inform the customer that he will get a replacement pot if he guarantees never to damage this one by running it through the dishwasher. D. The message should make it clear that the company is doing the customer a favour by replacing the pot. E. The message should not mention the​ customer's misuse of the product in any way.

B

The middle section of an application letter must accomplish the task of​ ________. A. facilitating a reply B. building interest in the applicant C. asking the reader for an interview D. conveying the date on which one will be available for an interview E. explaining why one is writing

B

What can you as an applicant expect in a structured​ interview? A. You can expect being interviewed by a group of people. B. You can expect a set of questions in a predetermined order. C. You can expect questions adapted based on the answers you give to other questions. D. You can expect being interviewed along with other job candidates. E. You can expect a set of questions over the phone

B

Bette receives a request from a former employee to write him a letter of​ recommendation; however, company policy prohibits her from doing so. In her letter to refuse this​ request, which of the following should Bette​ do? A. Bette should use the direct approach. B. Bette should simply reply that she cannot comply with his request. C. Bette should state that writing recommendations is against company policy. D. Bette should not include any comments about the​ writer's activities, even if they are positive. E. Bette should offer to confirm the​ writer's employment dates at her company.

E

If you have not had much work experience​ yet, on which section of your​ résumé will you want to put the most​ emphasis? A. career objective B. work experience C. name and contact information D. activities and achievements E. education

E

It is appropriate to use the indirect approach in negative messages when​ ______. A. the audience is expecting the news B. the information will have minimal personal impact C. the situation is routine or minor D. the reader has ignored repeated messages E. the bad news will come as a shock to the audience

E

Jonathan is at a job interview in which he is asked to prepare the​ day's Accounts Receivable. What type of job interview is this most likely to​ be? A. situational B. stress C. structured D. ​open-ended E. working

E

Marie sent Claire a request for an analysis of production data from her team. The request opened by asking for​ "a report on last​ month's production." Then supporting details were​ given, including the reasons the report is needed. Marie then closed the​ request, "Thank you for your attention in this​ matter." What is wrong with this​ message? A. The close is not courteous enough. B. The details should be in the opening section. C. The body section is too short. D. The opening is not clear enough. E. The close should have a specific request.

E

Marion is creating her​ résumé in preparation for applying to jobs with Canadian companies. Which of the following pieces of information should she include on her​ résumé? A. age B. Social Insurance Number C. gender D. marital status E. email address

E

Marshall is in a job interview and is​ asked, "Do you have any other questions for​ us?" At what stage of the interview is this most likely to​ be? A. asking questions B. listening to the interviewer C. ​warm-up D. question and answer E. closing

E

Martine needs to write an application rejection message. Which of the following would be best to include in her​ letter? A. We did not select you to come in for an interview. B. We have rejected your application. C. We have selected other candidates to interview for this position. D. We have decided not to ask you to interview for this position. E. Your application was not among those chosen for an interview.

E

Mathew was terminated from a job because he was insufficiently skilled to do the job properly. At a job​ interview, Mathew is asked why he left work at that position. Which of the following answers should he definitely NOT​ give? A. ​"I lacked the resources available to fill their​ requirements." B. ​"I was not yet sure what I wanted to​ do, and it was my first job after​ graduation." C. ​"The job was not the right fit for​ me." D. ​"I did not have the skills available to do the job​ properly." E. ​"They did not appreciate my true​ potential."

E

Routine request messages should close with​ ________. A. a sincere apology for the trouble caused by the request B. an​ attention-getting phrase or fact C. a summary of the benefits for the reader D. a detailed explanation for the request E. a specific request that includes relevant deadlines

E

Tatiana is starting her job search and putting together her​ résumé. Her friend mentions the idea of customizing her​ résumé for each job to which she applies. Which of the following is​ true? A. It would give employers the impression that Tatiana is too eager. B. It would be a waste of time for Tatiana to customize her​ résumé for each job application. C. It would ensure that Tatiana gets an interview to any job for which she applies. D. It would be wise for Tatiana to do​ so, but it is too difficult and time consuming to be feasible. E. It is an opportunity to show employers that Tatiana would be a good fit for their particular opening.

E

When giving negative performance​ reviews, companies should​ ______. A. avoid offering clear goals B. avoid providing feedback between formal appraisals C. avoid offering opportunities for improvement D. adopt an​ intimate, personal tone E. document performance problems

E

Which of the following distinguishes a message of inquiry from other types of​ follow-up correspondence? A. a message of appreciation for the interview B. a message of notification that one has gotten another job offer C. a message of reinforcement of the reasons why you are a good choice for the position D. a message that requests a time extension E. a message that inquires if you are still being considered for the job

E

Which of the following is a characteristic of the chronological​ résumé? A. Individual areas of competence rather than job history are emphasized. B. There is emphasis on​ one's skills and capabilities with employers and academic experience identified in subordinate sections. C. The focus is primarily on academic experience and skill sets. D. There is an equal amount of focus on​ one's skills and capabilities and on​ one's job history. E. The work experience section dominates and is placed immediately after​ one's contact information and introductory statement.

E

Which of the following is a guideline to be followed when conveying negative organizational​ news? A. always use the direct approach B. utilize the element of surprise to buy time to prepare a response C. shun electronic communication as being insensitive D. give people false hope to ease the blow of the news E. consider the unique needs of each group

E

Which of the following is an effective strategy for writing routine replies and positive​ messages? A. Avoid giving details and explanations. B. Introduce the main idea in the body of the message. C. Close with a sincere apology for any trouble caused. D. Make the opening lengthy and verbose. E. Use the direct approach.

E

Which of the following is an important step to take when responding to a claim in which your company is at​ fault? A. End the cycle of communication as quickly as possible. B. Abandon professional decorum for a more personal approach. C. Make an exaggerated apology on behalf of the company. D. Refer the customer to the legal department first. E. Take personal responsibility to resolve the matter.

E

Which of the following is one of the drawbacks to using a creative design and format in your​ résumé? A. It often leads to spelling and grammar errors. B. It will not make your​ résumé stand out. C. Job recruiters do not like creativity. D. It is often accompanied by excessive wordiness. E. Automated scanners may not be able to read it.

E

Which of the following is the best definition of the term​ prospecting? A. Prospecting is inquiring about what job openings a company currently has available. B. Prospecting is looking for a job. C. Prospecting is asking for more details about a recent job opening. D. Prospecting is writing a letter to a company using a specific name or names to whom to address it. E. Prospecting is writing to a company even though they have not announced a job opening that is right for you.

E

Which of the following statements about writing routine requests is​ true? A. You should put the most important questions at the end of the message. B. You should close request messages with additional statements explaining and justifying the request. C. It is best to build up to your request instead of stating it up front. D. You should never assume that the audience members will comply with your request. E. To help expedite the response to​ someone's request, you should deal with only one topic per question.

E