3.3 Delivering a negative message is difficult, even when it is spoken face-to-face; ....... is almost guaranteed
when it's received by email.
(A) decisiveness (B) defensiveness (C) derisiveness (D) discursiveness
6.6 Because the tone and ....... are missing, it is more important to use friendly language, descriptive adjectives
and carefully chosen words.
(A) inflection (B) intention (C) reflection (D) retraction
7.7 If you don't consider how it will sound on the other end and take steps to shape the delivery so the meaning is
understood, you could be doing ....... control later.
(A) communication (B) courtesy (C) damage (D) passion
8.8 When I get a sloppy email, with poor punctuation, misspelled words or in lower case letters, it tells me the
person just doesn't realize that what and how they write ....... their credibility to others.
(A) denies (B) exaggerates (C) telegraphs (D) underlines