Which term describes using words or phrases in email that you would not normally use in a face-to-face conversation?

• A. Volume can be overwhelming
• B. Spam
• C. Less personal
• D. Flaming

Answer: (D)

The main idea here is how online writing can take on a harsher, more confrontational tone than spoken conversation. Flaming refers to messages that are hostile, insulting, or inflammatory—exactly the kind of language you wouldn’t typically use in a face-to-face chat because you’re reacting emotionally, and the lack of immediate social cues online can make such language feel more acceptable or provocative.

So using words or phrases you wouldn’t normally use in person describes flaming, since it captures that aggressive or provocative tone. The other terms don’t fit as well: volume can be overwhelming describes the sheer amount of email; spam is junk unsolicited mail; less personal describes a lack of personal touch, not necessarily aggressive wording.