1. Which of the following statements that would appear in a business message best reflects the “you” attitude?
a. You failed to enclose a check for $25.
b. We need a check from you for $25 so that we can send the merchandise by May 15.
c. We will send you the merchandise as soon as we receive your check for $25.
d. You will have your merchandise by July 15 if you send us your check for $25 today.

2. Which of the following should be used to increase your audience’s interest in a message?
a. The “you” attitude
b. An emphasis on negative news
c. Words such as “I,” “me,” and “mine”
d. Negative emotional reactions
e. Personal appeals

3. The best way to convey the “you” attitude is to express your message in terms of
a. the needs and interests of your organisation.
b. your own personal needs and interests.
c. a universal set of needs and interests.
d. the needs and interests of your audience.

4. How can a writer best convey the “you” attitude?
a. Use the word “you” as often as possible
b. Demonstrate genuine interest in the audience’s need
c. Explain exactly what the audience needs to do to comply with the message
d. Single out the reader’s achievements and why you want to do business with him or her
e. Create an emotional reaction in the reader

5. Use ____ to avoid categorising or stigmatising people based on their gender, race, ethnicity, age, level of ability, or other personal characteristics.
a. abstract language
b. descriptive language
c. bias-free language
d. denotative language

6. When might a writer want to avoid using the word “you” in a message?
a. When the name of the audience member is known
b. When it is culturally inappropriate
c. When it will sound accusatory
d. When it is against company policy
e. When there is a need to foster respect and good will

7. Which of the following indicates respect for the audience and helps foster successful communication?
a. Avoiding the “you” attitude
b. Jargon and buzzwords
c. Euphemisms
d. High standards of etiquette
e. Biased language

8. Which of the following is a word or phrase that expresses a thought without having negative connotations?
a. Tone
b. Biased language
c. Credibility
d. Sincerity
e. Euphemism

9. Which of the following should be incorporated in writing to emphasise the positive, even in a negative situation?
a. The benefit for the audience
b. A way to hide the negative news
c. Persuasive techniques
d. Immediate feedback
e. An emphasis on etiquette

10. Select the sentence with the most positive emphasis.
a. We failed to complete the process audit on time.
b. We hope to complete the process audit by Friday.
c. We haven’t completed the process audit.
d. Because of Joan’s inaccurate figures on the Hymen
project, we are not finished with the process audit.


Please click here for the MCQ’s for chapter 1 – Professional Communication in a Digital, Social, Mobile World

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