Question 1

What three message points can you use to write most simple request messages?

Accepted Answer

Most simple requests can be handled with

Question 2

How is writing a traditional press release different than other positive messages?

Accepted Answer

A) You are writing to a specific audience 
B) You are writing to the ultimate audience 
C) You are writing to a larger audience 
D) The details are first,then the good news 
E) You are trying to spark the interest of an intermediary 
A) You are writing to a specific audience 
B) You are writing to the ultimate audience 
C) You are writing to a larger audience 
D) The details are first,then the good news 
E) You are trying to spark the interest of an intermediary

Question 3

In responding favorably to a claim even though the customer was at fault,what should you try to accomplish in the body of your message?

Accepted Answer

In the body of the message,you want to d

Question 4

The opening of a request for a recommendation should include

Accepted Answer

A) a buffer statement to distract the reader. 
B) a statement implying that you're applying for a position. 
C) a statement on why the recommendation is needed. 
D) an apology for bothering the reader. 
E) a statement about the skills you would like emphasized in the recommendation. 
A) a buffer statement to distract the reader. 
B) a statement implying that you're applying for a position. 
C) a statement on why the recommendation is needed. 
D) an apology for bothering the reader. 
E) a statement about the skills you would like emphasized in the recommendation.

Question 5

Which of the following should be included in the body of a routine or positive message?

Accepted Answer

A) Justification of the news 
B) Relevant details 
C) The main idea 
D) A reminder of your relationship with the audience 
E) A copy of needed documentation 
A) Justification of the news 
B) Relevant details 
C) The main idea 
D) A reminder of your relationship with the audience 
E) A copy of needed documentation

Question 6

Readers receiving routine replies are generally interested in what you have to say,so the direct approach will work best with these types of messages.

Accepted Answer

A) True 
 B)False

Question 7

If you plan to grant a claim made by a customer who's clearly at fault

Accepted Answer

A) pinpoint the customer's shortcomings to discourage future mistakes. 
B) discourage future mistakes without insulting the customer. 
C) scold the customer to discourage future mistakes. 
D) post the situation on social media to discourage future mistakes. 
E) specifically identify exactly what the customer did wrong. 
A) pinpoint the customer's shortcomings to discourage future mistakes. 
B) discourage future mistakes without insulting the customer. 
C) scold the customer to discourage future mistakes. 
D) post the situation on social media to discourage future mistakes. 
E) specifically identify exactly what the customer did wrong.

Question 8

You're preparing an internal blog post about this year's annual company picnic.The message is generally positive,but you need to say that-unlike past picnics-the event will not be catered.What approach is best for conveying mildly disappointing information such as this in the context of a positive message?

Accepted Answer

In a generally positive routin

Question 9

If you are writing to someone to request a recommendation letter for a job or scholarship,you should include a stamped,preaddressed envelope for mailing.

Accepted Answer

A) True 
 B)False

Question 10

What potential legal problem can result from writing a critical recommendation letter?

Accepted Answer

Every time you write a recommendation le

Question 11

What three goals should you have when answering routine requests and a potential sale is involved?

Accepted Answer

Your goals should be: (1)to re

Question 12

When responding to a customer's complaint about one of your company's services,you should

Accepted Answer

A) soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen." 
B) use a generous,grudging tone. 
C) use a standard form letter with blanks left for filling in unique information in neat handwriting. 
D) avoid blaming anyone in your organization by name. 
E) identify who is specifically to blame. 
A) soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen." 
B) use a generous,grudging tone. 
C) use a standard form letter with blanks left for filling in unique information in neat handwriting. 
D) avoid blaming anyone in your organization by name. 
E) identify who is specifically to blame.

Question 13

Which of the following should be in the opening section of a routine or positive message?

Accepted Answer

A) A detailed explanation 
B) Justification of the news 
C) The main idea 
D) An indication of the benefits to the reader 
E) A copy of needed documentation 
A) A detailed explanation 
B) Justification of the news 
C) The main idea 
D) An indication of the benefits to the reader 
E) A copy of needed documentation

Question 14

Which of the following will enable the reader to respond to complex requests?

Accepted Answer

A) Relevant deadlines 
B) Information about how you can be reached 
C) Specific date and time you want the request to be completed by 
D) Breaking the request into specific,individual questions 
E) Combining the request with strong transitions 
A) Relevant deadlines 
B) Information about how you can be reached 
C) Specific date and time you want the request to be completed by 
D) Breaking the request into specific,individual questions 
E) Combining the request with strong transitions

Question 15

Most simple requests can be handled by explaining

Accepted Answer

A) what you want to know or want the reader to do. 
B) why you're making the request. 
C) why it may be in your reader's interest to comply. 
D) all of the above. 
A) what you want to know or want the reader to do. 
B) why you're making the request. 
C) why it may be in your reader's interest to comply. 
D) all of the above.

Question 16

Most routine informative messages have a(n)________ tone.

Accepted Answer

A) positive 
B) relational 
C) neutral 
D) dogmatic 
E) adversarial 
A) positive 
B) relational 
C) neutral 
D) dogmatic 
E) adversarial

Question 17

If the middle section of your request letter contains a series of questions,save the most important question for last.

Accepted Answer

A) True 
 B)False

Question 18

A routine message should never include negative information.

Accepted Answer

A) True 
 B)False

Question 19

In a simple request for information or action,________ will get the job done.

Accepted Answer

A) using a direct approach 
B) using a dramatic approach 
C) using an indirect approach 
D) using a tangential approach 
E) using a persuasive approach 
A) using a direct approach 
B) using a dramatic approach 
C) using an indirect approach 
D) using a tangential approach 
E) using a persuasive approach

Question 20

As a rule,social media releases do NOT include

Accepted Answer

A) social networking links. 
B) long narrative paragraphs. 
C) Twitter-ready statements. 
D) share-ready content. 
E) content that can be reused in blog posts 
A) social networking links. 
B) long narrative paragraphs. 
C) Twitter-ready statements. 
D) share-ready content. 
E) content that can be reused in blog posts

What three message points can you use to write most simple request messages?

How is writing a traditional press release different than other positive messages?

In responding favorably to a claim even though the customer was at fault,what should you try to accomplish in the body of your message?

The opening of a request for a recommendation should include

Which of the following should be included in the body of a routine or positive message?

Readers receiving routine replies are generally interested in what you have to say,so the direct approach will work best with these types of messages.

If you plan to grant a claim made by a customer who's clearly at fault

If you are writing to someone to request a recommendation letter for a job or scholarship,you should include a stamped,preaddressed envelope for mailing.

What potential legal problem can result from writing a critical recommendation letter?

What three goals should you have when answering routine requests and a potential sale is involved?

When responding to a customer's complaint about one of your company's services,you should

Which of the following should be in the opening section of a routine or positive message?

Which of the following will enable the reader to respond to complex requests?

Most simple requests can be handled by explaining

Most routine informative messages have a(n)________ tone.

If the middle section of your request letter contains a series of questions,save the most important question for last.

A routine message should never include negative information.

In a simple request for information or action,________ will get the job done.

As a rule,social media releases do NOT include

Understanding the Foundations of Business Communications

Collaboration,Interpersonal Communication,and Business Etiquette

Communication Challenges in a Diverse,Global Marketplace

Planning Business Messages

Writing Business Messages

Completing Business Messages

Digital Media

Social Media

Visual Media

Writing Negative Messages

Writing Persuasive Messages

Finding,Evaluating,and Processing Information

Planning Reports and Proposals

Writing and Completing Reports and Proposals

Developing Presentations in a Social Media Environment

Enhancing Presentations with Slides and Other Visuals

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Filters

Exam 10: Writing Routine and Positive Messages

What three message points can you use to write most simple request messages?

How is writing a traditional press release different than other positive messages?

In responding favorably to a claim even though the customer was at fault,what should you try to accomplish in the body of your message?

The opening of a request for a recommendation should include

Which of the following should be included in the body of a routine or positive message?

Readers receiving routine replies are generally interested in what you have to say,so the direct approach will work best with these types of messages.

If you plan to grant a claim made by a customer who's clearly at fault

If you are writing to someone to request a recommendation letter for a job or scholarship,you should include a stamped,preaddressed envelope for mailing.

What potential legal problem can result from writing a critical recommendation letter?

What three goals should you have when answering routine requests and a potential sale is involved?

When responding to a customer's complaint about one of your company's services,you should

Which of the following should be in the opening section of a routine or positive message?

Which of the following will enable the reader to respond to complex requests?

Most simple requests can be handled by explaining

Most routine informative messages have a(n)________ tone.

If the middle section of your request letter contains a series of questions,save the most important question for last.

A routine message should never include negative information.

In a simple request for information or action,________ will get the job done.

As a rule,social media releases do NOT include

Understanding the Foundations of Business Communications

Collaboration,Interpersonal Communication,and Business Etiquette

Communication Challenges in a Diverse,Global Marketplace

Planning Business Messages

Writing Business Messages

Completing Business Messages

Digital Media

Social Media

Visual Media

Writing Negative Messages

Writing Persuasive Messages

Finding,Evaluating,and Processing Information

Planning Reports and Proposals

Writing and Completing Reports and Proposals

Developing Presentations in a Social Media Environment

Enhancing Presentations with Slides and Other Visuals

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Filters