Chapter 4 Writing For Effect

True/False Questions 1. Building goodwill through messages is gratifying to business people personally, but it is difficult to justify as a profitable business practice. Answer: False Page: 6 !ifficulty: "asy #ationale: $oodwill is worth money in business. %earning &bjecti'e: 1 AA()B )tandard: 1 *. +he words you use in writing messages should come primarily from your spea,ing 'ocabulary. Answer: +rue Page: 6- !ifficulty: "asy #ationale: (on'ersational writing, which uses the spea,ing 'ocabulary, is ad'ocated in the chapter. %earning &bjecti'e: * AA()B )tandard: 1 .. +he old /language of business0 in 'ogue a century ago has gi'en us some of our most useful e1pressions for written messages. Answer: False Page: 21 !ifficulty: "asy #ationale: +he old /language of business/ e1pressions still used are rubber stamps that should be a'oided. %earning &bjecti'e: * AA()B )tandard: 1 3. #ubber stamps are a part of our con'ersational language. Answer: False Page: 21 !ifficulty: "asy #ationale: 4t is the opposite, 'ery unnatural. %earning &bjecti'e: * AA()B )tandard: 1 5. Because the /rubber stamp/ e1pressions are well ,nown in business, they may be used effecti'ely to build goodwill. Answer: False Page: 26721 !ifficulty: "asy #ationale: As these e1pressions gi'e the impression of routing treatment, they destroy goodwill. %earning &bjecti'e: * AA()B )tandard: 1

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Chapter 4 Writing For Effect

6. Because we human beings are self7centered creatures, we can accomplish our message7writing goal best by honestly presenting the message from our own points of 'iew. Answer: False Page: 2* !ifficulty: 8edium #ationale: +he you 'iewpoint is more effecti'e. %earning &bjecti'e: . AA()B )tandard: 1 2. +he you7'iewpoint is a manipulati'e techni9ue and may be used for good or bad purposes. Answer: +rue Page: 23 !ifficulty: 8edium #ationale: )ee discussion of this point on p. 23. %earning &bjecti'e: . AA()B )tandard: 1 . &ne ad'antage of using rubber7stamp e1pressions is that they communicate the effect of indi'idual treatment. Answer: False Page: 26721 !ifficulty: "asy #ationale: +hey gi'e the effect of routine treatment. %earning &bjecti'e: * AA()B )tandard: 1 -. :riting in the you7'iewpoint in'ol'es more than emphasi;ing the you and the your and de7emphasi;ing the I and the mine. Answer: +rue Page: 2*72. !ifficulty: 8edium #ationale: Although it in'ol'es using the you and the your it is primarily an attitude of mind that emphasi;es the reader<s interests. %earning &bjecti'e: . AA()B )tandard: 1 16. :ords such as /4 regret to inform/ are highly positi'e and cushion the shoc, of bad news. Answer: False Page: 23725 !ifficulty: "asy #ationale: As illustrated in the chapter, they are negati'e. %earning &bjecti'e: 3 AA()B )tandard: 1 11. =ou7'iewpoint is effecti'e only in messages presenting fa'orable information. Answer: False Page: 2*72. !ifficulty: "asy #ationale: 4t is also effecti'e in bad7news messages. %earning &bjecti'e: . AA()B )tandard: 1

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Chapter 4 Writing For Effect

1*. !one to the e1treme, you7'iewpoint can sound insincere. Answer: +rue Page: 23 !ifficulty: "asy #ationale: :hen o'erdone it appears to be insincere and not belie'able. %earning &bjecti'e: . AA()B )tandard: 1 1.. #esearch shows the you7'iewpoint is of 9uestionable 'alue. Answer: False Page: 23 !ifficulty: 8edium #ationale: As noted in the chapter, the opposite is true. %earning &bjecti'e: . AA()B )tandard: 1 13. :ords that create positi'e meanings in your reader<s mind usually are best for achie'ing your message<s objecti'es. Answer: +rue Page: 23725 !ifficulty: "asy #ationale: 4n most message situations, goodwill is an objecti'e. +hus, emphasis on the positi'e is important. %earning &bjecti'e: 3 AA()B )tandard: 1 15. As positi'e words are the most effecti'e for achie'ing message goals, negati'e words should not be used in business messages. Answer: False Page: 23 !ifficulty: >ard #ationale: ?egati'e words ha'e a place in some messages. %earning &bjecti'e: 3 AA()B )tandard: 1 16. ?egati'e words tend to destroy goodwill. Answer: +rue Page: 23 !ifficulty: "asy #ationale: +he te1t discussion supports this statement. %earning &bjecti'e: 3 AA()B )tandard: 1 12. 4t usually is good practice in writing messages to treat your reader as a member of a broad group rather than as an indi'idual. Answer: False Page: 22 !ifficulty: 8edium #ationale: 4ndi'idual treatment usually is preferred. %earning &bjecti'e: 5 AA()B )tandard: 1

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Chapter 4 Writing For Effect

1 . As a general rule, references to the reader by name within the body of a message should be a'oided. Answer: False Page: 2* !ifficulty: 8edium #ationale: )uch references tend to personali;e the message, thereby creating a positi'e effect. %earning &bjecti'e: AA()B )tandard: 1 1-. +elling the reader of a business message something she or he ,nows as if she or he does not ,now it is one good way of ma,ing a point without creating friction. Answer: False Page: 22 !ifficulty: >ard #ationale: +his is a form of preaching and produces negati'e results. %earning &bjecti'e: 5 AA()B )tandard: 1 *6. +o the s,illed message writer, writing concisely means including only the barest essentials in a message. Answer: False Page: 2 !ifficulty: 8edium #ationale: )uch treatment produces brus9ue, hurried effects and destroys goodwill. +he little e1tras are important. %earning &bjecti'e: 5 AA()B )tandard: 1 *1. 4n achie'ing a goodwill effect in our business messages, there are times when showing our anger produces the most positi'e results. Answer: False Page: 2- !ifficulty: 8edium #ationale: Anger leads to more anger. %earning &bjecti'e: 5 AA()B )tandard: 1 **. Because most people tend to be negati'e, a letter cannot ha'e too much goodwill. Answer: False Page: 2- !ifficulty: >ard #ationale: +he techni9ue can be o'erdone. %earning &bjecti'e: 5 AA()B )tandard: 1 *.. )trong words such as greatest, finest, and e1traordinary are highly effecti'e in con'incing readers. Answer: False Page: 6 !ifficulty: 8edium #ationale: )uch superlati'es are not often belie'ed. %earning &bjecti'e: 5 AA()B )tandard: 1

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Chapter 4 Writing For Effect

*3. A display of anger in a letter helps in achie'ing the objecti'e of the letter only when the objecti'e is to antagoni;e the reader. Answer: +rue Page: 2- !ifficulty: 8edium #ationale: +he writer<s anger produce reader anger. %earning &bjecti'e: 5 AA()B )tandard: 1 *5. 4n the interest of fairness, all of the facts we write about in a message should be gi'en e9ual emphasis. Answer: False Page: 6 !ifficulty: >ard #ationale: 4t is the writer<s tas, to determine how much emphasis each point deser'es and to gi'e it that emphasis. %earning &bjecti'e: 6 AA()B )tandard: 1 *6. +he beginnings and endings of a unit of written communication carry more emphasis than do the center parts. Answer: +rue Page: 6 !ifficulty: "asy #ationale: +hese positions stand out. %earning &bjecti'e: 6 AA()B )tandard: 1 *2. Because the middle portion of a message recei'es major attention, this part carries more emphasis than other parts of the letter. Answer: False Page: 6 !ifficulty: 8edium #ationale: +he beginning and ending parts stand out@ thus they carry major emphasis. %earning &bjecti'e: 6 AA()B )tandard: 1 * . +he more you write about something, the more you emphasi;e it. Answer: +rue Page: 1 !ifficulty: 8edium #ationale: Aolume of co'erage is one means of determining emphasis. %earning &bjecti'e: 6 AA()B )tandard: 1 *-. Because 'olume adds emphasis, you can emphasi;e a point by placing it in a long, in'ol'ed sentence so that it stands out. Answer: False Page: 1 !ifficulty: >ard #ationale: )uch sentences do not stand out. +he shorter ones do. %earning &bjecti'e: 6 AA()B )tandard: 1

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Chapter 4 Writing For Effect

.6. %onger sentences gi'e more emphasis to their contents than do shorter sentences. Answer: False Page: 1 !ifficulty: 8edium #ationale: +he opposite is true. )hort sentences stand out, thereby gi'ing emphasis to their contents. %earning &bjecti'e: 6 AA()B )tandard: 1 .1. #epetition of words can be used as a means of achie'ing good transition. Answer: +rue Page: 1 !ifficulty: "asy #ationale: +his is one effecti'e techni9ue. %earning &bjecti'e: 2 AA()B )tandard: 1 .*. Pronouns ha'e little use as transition words. Answer: False Page: 1 !ifficulty: "asy #ationale: +hey are used effecti'ely to ma,e transitions. +hey relate to nouns pre'iously mentioned. %earning &bjecti'e: 2 AA()B )tandard: 1 Multiple Choice Questions ... Best wording of fi'e closing statements from a business message is: AB >oping to hear from you, 4 remain . . . . BB +han,ing you in ad'ance . . . . (B 4 shall appreciate your assistance. !B Appreciating your cooperation in this matter . . . . "B Appreciate your cooperation in this matter. . . . Answer: ( Page: 26721 !ifficulty: "asy #ationale: &nly this one is neither an anti9uated form nor an incomplete sentence. %earning &bjecti'e: * AA()B )tandard: 1 .3. 8ar, the wording that is not a rubber stamp. AB :e beg to ad'ise . . . . BB +rusting to hear from you . . . . (B !eem it ad'isable . . . . !B +his is to inform . . . . "B Please answer this re9uest soon . . . . Answer: " Page: 26721 !ifficulty: "asy #ationale: &nly this one is natural, con'ersational wording that is not stereotyped. %earning &bjecti'e: * AA()B )tandard: 1

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Chapter 4 Writing For Effect

.5. +he closing e1pression in a business message that best meets modern standards is: AB +han,ing you in ad'ance, 4 remain . . . . BB +han,ing you in ad'ance . . . . . (B +han, you for considering this re9uest. !B Anticipating your fa'orable response, 4 remain . . . . "B :e beg to remain, your obedient ser'ant. Answer: ( Page: 26721 !ifficulty: "asy #ationale: &nly this wording is not a rubber stamp. %earning &bjecti'e: * AA()B )tandard: 1 .6. From these e1pressions from business messages, mar, the one that best a'oids a /rubber stamp/ wording. AB +his is to inform you . . . . BB +his will ac,nowledge receipt of . . . . (B 4n accordance with your instructions . . . . !B =es, you may use the e9uipment . . . . "B +his is to ad'ise that . . . . Answer: ! Page: 26721 !ifficulty: 8edium #ationale: &nly this one is a natural e1pression. )ee e1amples in the chapter. %earning &bjecti'e: * AA()B )tandard: * .2. 8ar, the best of fi'e concluding remar,s that immediately precede the /sincerely yours/ in a business message. AB >oping to hear from you soon, 4 remain . . . . BB Assuring you of our cooperation, we remain . . . . (B +han,ing you in ad'ance for your cooperation . . . . !B :e beg to remain . . . . "B 4 appreciate your prompt handling of this re9uest. Answer: " Page: 26721 !ifficulty: 8edium #ationale: All the others are rubber stamps. %earning &bjecti'e: * AA()B )tandard: 1

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Chapter 4 Writing For Effect

. . 8ar, the best choice of words for the beginning of a routine business message. AB 4 am happy to be able to answer your Culy 1 letter. BB =es, we will gladly permit you to use our meeting facilities. (B 4 ha'e recei'ed your re9uest of Culy 1. !B +his will ac,nowledge receipt of your Culy 1 letter. "B +his is to inform you of our willingness to comply with your Culy 1 re9uest. Answer: B Page: 26721 !ifficulty: 8edium #ationale: &nly this sentence does not contain a rubber7stamp e1pression. %earning &bjecti'e: * AA()B )tandard: 1 .-. :hich of the following sentences conforms least to you7'iewpoint strategyD AB =ou will be happy to ,now that we now ha'e a complete ser'ice department. BB As a profit7minded business person, you will appreciate this new feature. (B At E.-.-5 each you will reap a nice profit of E-.-5. !B =our re9uest to use our facility must be denied at this time. "B =our selection of )outhern Fueen candies should reach you by the 1*th. Answer: ! Page: 26721 !ifficulty: >ard #ationale: Although all contain the pronoun you, this sentence carries a negati'e message that is not fa'orable to the reader<s best interest. )uch messages are best e1plained with you7'iewpoint reasoning. %earning &bjecti'e: . AA()B )tandard: 1 36. :hich is the best e1ample of you7'iewpoint writing in these sentencesD AB 4 am pleased to report to you that your account has been appro'ed. BB For your shopping con'enience, your account is now open. (B :e are pleased to announce that an account in your name has been opened. !B :e ha'e opened your account. "B As you re9uested, we ha'e opened your account. Answer: B Page: 2*72. !ifficulty: >ard #ationale: &nly this one focuses all emphasis on the reader. +he others clearly stress the writer. %earning &bjecti'e: . AA()B )tandard: 1

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Chapter 4 Writing For Effect

31. 8ar, the sentence that handles its subject most positi'ely. AB :e regret to inform you that we cannot hire you at this time. BB Although we cannot hire you now, we will hold your application for a possible future opening. (B #egretfully, we must turn down your re9uest for employment. !B Gnfortunately, we ha'e no job 'acancy at this time. "B Although all of our positions are filled, we will hold your application for possible future use. Answer: " Page: 23725 !ifficulty: >ard #ationale: All contain negati'e words Hregret, cannot, turn down, unfortunately, noB e1cept this one. %earning &bjecti'e: 3 AA()B )tandard: 1 3*. 8ar, the sentence that does the best job of telling bad news. AB :e cannot grant you credit. BB Although we cannot grant you credit, we can offer you special discounts for cash. (B =our poor credit record does not justify our e1tending you credit. !B Because of your poor credit record, we must reject your application. "B Although your current position re9uires that we sell to you on a cash basis, we can offer you special cash discounts. Answer: " Page: 23725 !ifficulty: >ard #ationale: &nly this sentence uses no negati'e words Hcannot, does not justify, poor credit record, rejectB. %earning &bjecti'e: 3 AA()B )tandard: 1 3.. +he most positi'e of the following words is: AB mista,e. BB bloody. (B damage. !B refuse. "B situation. Answer: " Page: 23725 !ifficulty: 8edium #ationale: &nly this one is not clearly negati'e. 4t is neutral and would be negati'e only with additional modifying words. %earning &bjecti'e: 3 AA()B )tandard: 1

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Chapter 4 Writing For Effect

33. :hich of these sentences contains the most positi'e wordingD AB )urely you can understand why we must limit your credit. BB :e as, you to understand why we must refuse credit. (B Because your ratio is below this minimum, we cannot grant credit at this time. !B =ou will understand, 4 feel sure, why we must limit credit to those whose assets7 to7liabilities ratio e1ceeds the two7to7one minimum. "B 4 sincerely regret that we are not able to grant credit at this time. Answer: ! Page: 23725 !ifficulty: >ard #ationale: &nly this one is written without negati'e words Hlimit, refuse, cannot, regret.B %earning &bjecti'e: 3 AA()B )tandard: 1 35. 8ar, the most positi'e of the following wordings. AB 4 regret to inform you . . . . BB :e cannot permit . . . . (B =our problem is regrettable . . . . !B >ere is a solution to . . . . "B =our bro,en china . . . . Answer: ! Page: 23725 !ifficulty: 8edium #ationale: &nly this one contains no negati'e words or thoughts Hregret, cannot, problem, regrettable, bro,enB. %earning &bjecti'e: AA()B )tandard: 1 36. 8ar, the most positi'e of these fi'e sentences. AB +al,ing is permitted during the brea, only. BB =ou may not tal, at any time class is in progress. (B !o not tal, during class time. !B =ou are prohibited from tal,ing during class. "B +al,ing is not permitted during class time. Answer: A Page: 23725 !ifficulty: 8edium #ationale: &nly this sentence does not contain a negati'e word Hnot, prohibitedB %earning &bjecti'e: 3 AA()B )tandard: 1

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Chapter 4 Writing For Effect

32. :hich sentence is least li,ely to produce a preaching impression in the mind of a retailing e1ecuti'eD AB As you ,now, sa'ings from cash discounts can be significant. BB )a'e big money today by ta,ing the cash discount. (B )a'ings from cash discounts can be significant. !B +a,e the cash discount and sa'e money. "B A wise retailer ta,es cash discounts and sa'es money. Answer: A Page: 22 !ifficulty: >ard #ationale: As the subject is elementary to the retailer, one should ta,e care to a'oid a lecturing tone. By ma,ing it clear that the writer ,nows the reader understands this elementary point, this sentence a'oids offending the reader. %earning &bjecti'e: 5 AA()B )tandard: 1 3 . +he term that is not one of the four major emphasis de'ices is: AB tense. BB space. (B position. !B sentence structure. "B mechanical de'ices. Answer: A Page: 67 1 !ifficulty: "asy #ationale: +ense is not an emphasis de'ice. %earning &bjecti'e: 6 AA()B )tandard: 1 3-. 4n gi'ing proper emphasis to an important point, you should place it in: AB a dependent clause. BB an independent clause in a compound sentence. (B a simple sentence. !B any sentence form but in the middle of a long paragraph. "B a compound sentence in parentheses. Answer: ( Page: 67 1 !ifficulty: "asy #ationale: +he information in such sentences does not ha'e to compete for attention with other information in the sentence. %earning &bjecti'e: 6 AA()B )tandard: 1

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56. :hich of these positions in a letter would gi'e greatest emphasisD AB First sentence of the last paragraph BB First sentence of the first paragraph (B %ast sentence of the first paragraph !B 8iddle sentence of the middle paragraph "B %ast sentence of the middle paragraph Answer: B Page: 67 1 !ifficulty: 8edium #ationale: +he beginning and ending sentences carry more emphasis than any of the others. %earning &bjecti'e: 6 AA()B )tandard: 1 51. +he best ad'ice for using transition de'ices is to use them: AB at the beginning of each topic. BB at the end of each topic. (B at the beginning and end of each topic. !B at the beginning and end of each topic and internally. "B where'er they are needed to a'oid abrupt thought shifts. Answer: " Page: 1 !ifficulty: 8edium #ationale: +hey should not be used arbitrarily. %earning &bjecti'e: 2 AA()B )tandard: 1 5*. 4ndicate the one best means of achie'ing coherence in a letter. AB #epetition of ,ey words BB Gse of transition words (B Gse of pronouns !B %ogical arrangement "B Gse of tie7in sentences Answer: ! Page: 1 !ifficulty: >ard #ationale: All are coherence techni9ues, but logical arrangement is the most effecti'e of those techni9ues mentioned. %earning &bjecti'e: 2 AA()B )tandard: 1

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Chapter 4 Writing For Effect

5.. 8ar, the sentence that ties in best with this first sentence of a business letter: /=our thorough and objecti'e re'iew of the facts concerning your 8ini7Photo camera tells us that you are one who wants to get all the facts before ma,ing a decision./ AB :e ha'e found some additional e'idence. BB +hat is why we ,now that you will want to consider some additional information we ha'e unco'ered. (B Apparently you did not ,now that the camera has been dropped. !B &ther information is as follows. "B )o that you may be fully satisfied with the 8ini7Photo, we ma,e it to withstand rough treatment. Answer: B Page: 1 !ifficulty: >ard #ationale: &nly this one has a thought tie7in that builds from the first sentence. %earning &bjecti'e: 2 AA()B )tandard: 1

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