Question 1

The two main types of layout are full block layout and mixed block layout.

Accepted Answer

A) True 
 B)False  False

Question 2

The body of a business letter displays the official name, address, telephone, email address and logo, usually at the top of the page.

Accepted Answer

A) True 
 B)False  False

Question 3

In a business letter, the introduction should state the action to be taken by the reader.

Accepted Answer

A) True 
 B)False  False

Question 4

The attention line is the writer's greeting to the receiver.

Accepted Answer

A) True 
 B)False

Question 5

The word 'Report' is a suitable subject line if you are sending an email that contains a report to someone.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following memos should be used to share information with everyone within an organisation?

Accepted Answer

A)  Request memo 
B)  Transmittal memo 
C)  Authorisation memo 
D)  Announcement memo 
A)  Request memo 
B)  Transmittal memo 
C)  Authorisation memo 
D)  Announcement memo

Question 7

The best way to deliver bad news in a letter is

Accepted Answer

A)  to adopt a direct order of information. 
B)  to adopt an indirect order of information. 
C)  to adopt an informal tone. 
D)  to adopt a formal tone. 
A)  to adopt a direct order of information. 
B)  to adopt an indirect order of information. 
C)  to adopt an informal tone. 
D)  to adopt a formal tone.

Question 8

Using generalisations and making comparisons between unlike events is characteristic of an objective appeal.

Accepted Answer

A) True 
 B)False

Question 9

What do you understand by the terms 'justification report', 'progress report' and 'periodic report'? Briefly discuss three differences between a progress report and a periodic report. When is an incident report written?

Accepted Answer

A justification report is a document tha

Question 10

What is the difference between the 'open style' and the 'mixed style' in punctuation for business letters?

Accepted Answer

A)  Whether or not there is a comma after 'Yours sincerely' 
B)  Whether or not there is a comma after the salutation and the complimentary close 
C)  Whether or not there is a comma after 'Yours faithfully' 
D)  Whether or not there are commas throughout the body of the letter 
A)  Whether or not there is a comma after 'Yours sincerely' 
B)  Whether or not there is a comma after the salutation and the complimentary close 
C)  Whether or not there is a comma after 'Yours faithfully' 
D)  Whether or not there are commas throughout the body of the letter

Question 11

An appeal to authority suggests security and safety, and offers prestige.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following seeks a specific action?

Accepted Answer

A)  Letter of enquiry 
B)  Letter of request 
C)  Letter of acknowledgement 
D)  Letter of introduction 
A)  Letter of enquiry 
B)  Letter of request 
C)  Letter of acknowledgement 
D)  Letter of introduction

Question 13

The writing style suited to the body of the letter is the 'you' approach because it speaks personally to the reader and has a direct impact on the reader.

Accepted Answer

A) True 
 B)False

Question 14

Why is the indirect order of information used in bad-news letters?

Accepted Answer

The indirect order of information, also

Question 15

Prioritising tasks would occur in which stage of the DRAFS strategy for managing email?

Accepted Answer

A)  Delete 
B)  Reply 
C)  Act 
D)  Forward 
A)  Delete 
B)  Reply 
C)  Act 
D)  Forward

Question 16

An order refusal declines a request.

Accepted Answer

A) True 
 B)False

Question 17

The plain English writing style in business letters includes the following features:

Accepted Answer

A)  straightforward layout, plain English language and assertive tone. 
B)  colloquial language, passive voice and logical structure. 
C)  positive language, clear expression and courteous tone. 
D)  the passive voice only, 15-20 words per sentence and low Fog index. 
A)  straightforward layout, plain English language and assertive tone. 
B)  colloquial language, passive voice and logical structure. 
C)  positive language, clear expression and courteous tone. 
D)  the passive voice only, 15-20 words per sentence and low Fog index.

Question 18

The disadvantages of producing a routine memo include that

Accepted Answer

A)  memos cost a lot to produce and lack immediate feedback. 
B)  memos can be used as political tools. 
C)  memos are not as efficient as personal interactions. 
D)  memos are not regarded as formal communication tools. 
A)  memos cost a lot to produce and lack immediate feedback. 
B)  memos can be used as political tools. 
C)  memos are not as efficient as personal interactions. 
D)  memos are not regarded as formal communication tools.

Question 19

The 3 × 3 writing process is a

Accepted Answer

A)  metaphor which is used in most writing. 
B)  writing approach for organising and structuring documents. 
C)  systematic plan for developing all written and spoken business communications. 
D)  writing technique which guides the appropriate use of language. 
A)  metaphor which is used in most writing. 
B)  writing approach for organising and structuring documents. 
C)  systematic plan for developing all written and spoken business communications. 
D)  writing technique which guides the appropriate use of language.

Question 20

In order to keep the goodwill of the receiver, a refusal in a bad-news letter should be put at the end of the letter.

Accepted Answer

A) True 
 B)False

Exam 19: Writing Correspondence, Emails and Short Reports

The two main types of layout are full block layout and mixed block layout.

The body of a business letter displays the official name, address, telephone, email address and logo, usually at the top of the page.

In a business letter, the introduction should state the action to be taken by the reader.

The attention line is the writer's greeting to the receiver.

The word 'Report' is a suitable subject line if you are sending an email that contains a report to someone.

Which of the following memos should be used to share information with everyone within an organisation?

The best way to deliver bad news in a letter is

Using generalisations and making comparisons between unlike events is characteristic of an objective appeal.

What do you understand by the terms 'justification report', 'progress report' and 'periodic report'? Briefly discuss three differences between a progress report and a periodic report. When is an incident report written?

What is the difference between the 'open style' and the 'mixed style' in punctuation for business letters?

An appeal to authority suggests security and safety, and offers prestige.

Which of the following seeks a specific action?

The writing style suited to the body of the letter is the 'you' approach because it speaks personally to the reader and has a direct impact on the reader.

Why is the indirect order of information used in bad-news letters?

Prioritising tasks would occur in which stage of the DRAFS strategy for managing email?

An order refusal declines a request.

The plain English writing style in business letters includes the following features:

The disadvantages of producing a routine memo include that

The 3 × 3 writing process is a

In order to keep the goodwill of the receiver, a refusal in a bad-news letter should be put at the end of the letter.

Communication Foundations

Interpersonal Communication

Emotional Intelligence: Managing Self and Relationships

Negotiation and Conflict Management

Intercultural Communication

Communication Across the Organisation

Leadership

Team and Work Group Communication

Effective Meetings: Face-To-Face and Virtual

Customer Engagement

Public Relations

Managing Big Data and Knowledge

Researching and Processing Information

Conducting Surveys and Questionnaires

Critical Thinking, Argument, Logic and Persuasion

Communicating Through Visuals

Oral Presentations and Public Speaking

Writing for the Professions

Writing Long Reports

Writing Reflective Journals

Academic Writing

Social Media

Writing for the Web

The Job Search, Résumés and Interviews in the Digital Era

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