Question 1

Requests sent to individuals outside your organization should be more formal than those sent internally.

Accepted Answer

A) True 
 B)False  True

Question 2

When asked to write a letter of recommendation for a poorly performing employee, you should never refuse to do so.

Accepted Answer

A) True 
 B)False  False

Question 3

To preserve your company's reputation, messages granting customer requests for adjustment should always imply that the customer was at fault.

Accepted Answer

A) True 
 B)False  False

Question 4

When making complex routine requests to company outsiders, you rarely need to explain how responding to the request will benefit the reader.

Accepted Answer

A) True 
 B)False

Question 5

Because informative messages such as meeting announcements and reminder notices are generally neutral, it is not necessary to worry too much about the reader's attitude toward the information.

Accepted Answer

A) True 
 B)False

Question 6

You're preparing an internal blog posting providing information on 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 7

Messages of ________ recognize the contributions of employees or business associates.

Accepted Answer

The answer of Messages of ________ recognize the contributions of...

Question 8

The best opening for a positive message includes the single most important information you need to give the audience.

Accepted Answer

A) True 
 B)False

Question 9

When writing a condolence message about a loss, you should always use comforting poetic expressions such as "life is for the living."

Accepted Answer

A) True 
 B)False

Question 10

Customers who are dissatisfied with a company's product or service make a(n) ________, or formal complaint.

Accepted Answer

The answer of Customers who are dissatisfied with a company's...

Question 11

The closing section of a positive message

Accepted Answer

A)  provides resale information. 
B)  states the main idea. 
C)  is the longest part. 
D)  highlights a benefit to the audience or expresses goodwill. 
A)  provides resale information. 
B)  states the main idea. 
C)  is the longest part. 
D)  highlights a benefit to the audience or expresses goodwill.

Question 12

It is not necessary to ask someone's permission before listing his or her name as a job reference.

Accepted Answer

A) True 
 B)False

Question 13

In closing a request for a recommendation, you should include

Accepted Answer

A)  the full name and address of the person to whom the letter should be sent. 
B)  an expression of appreciation. 
C)  an indication that you've enclosed a stamped, preaddressed envelope. 
D)  all of the above. 
A)  the full name and address of the person to whom the letter should be sent. 
B)  an expression of appreciation. 
C)  an indication that you've enclosed a stamped, preaddressed envelope. 
D)  all of the above.

Question 14

If you have serious concerns about the qualifications of a job candidate who has asked you for a recommendation, it is best to

Accepted Answer

A)  keep them to yourself. 
B)  refuse to write the recommendation. 
C)  state your opinion strongly, since it is protected by the First Amendment. 
D)  include others' criticisms to support your statements. 
A)  keep them to yourself. 
B)  refuse to write the recommendation. 
C)  state your opinion strongly, since it is protected by the First Amendment. 
D)  include others' criticisms to support your statements.

Question 15

When a third party is at fault in a claim, the best approach is always to refer the customer to that party to resolve the problem.

Accepted Answer

A) True 
 B)False

Question 16

When writing a letter of recommendation, you should

Accepted Answer

A)  show it to the job candidate before sending it to the person who requested it. 
B)  overstate the candidate's abilities if he or she is a good friend and really wants the job. 
C)  make sure to include any negative stories you've heard about the candidate. 
D)  provide facts and evidence to support your opinions. 
A)  show it to the job candidate before sending it to the person who requested it. 
B)  overstate the candidate's abilities if he or she is a good friend and really wants the job. 
C)  make sure to include any negative stories you've heard about the candidate. 
D)  provide facts and evidence to support your opinions.

Question 17

In emailing a vendor for an update on the ship date of your order, what elements should you include in the closing of your request?

Accepted Answer

The closing for an effective r

Question 18

Unlike a traditional press release, a(n) ________ ________ release emphasizes bullet-point content over narrative paragraphs so that bloggers and others can assemble their own stories.

Accepted Answer

The answer of Unlike a traditional press release, a(n) ________...

Question 19

Your comments about a job candidate could be considered defamatory if

Accepted Answer

A)  you decline to provide a recommendation because of "company policy." 
B)  you cannot prove that those comments are true. 
C)  you omit important negative information about the candidate in a recommendation letter. 
D)  in a phone conversation you tell the applicant's potential employer that the applicant is an alcoholic. 
A)  you decline to provide a recommendation because of "company policy." 
B)  you cannot prove that those comments are true. 
C)  you omit important negative information about the candidate in a recommendation letter. 
D)  in a phone conversation you tell the applicant's potential employer that the applicant is an alcoholic.

Question 20

If you are sending an informative memo to employees about policy statements or procedural changes, you should

Accepted Answer

A)  use the body of the message to provide all the necessary details. 
B)  assume that employees will have a neutral response. 
C)  use the indirect approach. 
D)  do all of the above. 
A)  use the body of the message to provide all the necessary details. 
B)  assume that employees will have a neutral response. 
C)  use the indirect approach. 
D)  do all of the above.

Exam 8: Writing Routine and Positive Messages

Requests sent to individuals outside your organization should be more formal than those sent internally.

When asked to write a letter of recommendation for a poorly performing employee, you should never refuse to do so.

To preserve your company's reputation, messages granting customer requests for adjustment should always imply that the customer was at fault.

When making complex routine requests to company outsiders, you rarely need to explain how responding to the request will benefit the reader.

Because informative messages such as meeting announcements and reminder notices are generally neutral, it is not necessary to worry too much about the reader's attitude toward the information.

Messages of ________ recognize the contributions of employees or business associates.

The best opening for a positive message includes the single most important information you need to give the audience.

When writing a condolence message about a loss, you should always use comforting poetic expressions such as "life is for the living."

Customers who are dissatisfied with a company's product or service make a(n) ________, or formal complaint.

The closing section of a positive message

It is not necessary to ask someone's permission before listing his or her name as a job reference.

In closing a request for a recommendation, you should include

If you have serious concerns about the qualifications of a job candidate who has asked you for a recommendation, it is best to

When a third party is at fault in a claim, the best approach is always to refer the customer to that party to resolve the problem.

When writing a letter of recommendation, you should

In emailing a vendor for an update on the ship date of your order, what elements should you include in the closing of your request?

Unlike a traditional press release, a(n) ________ ________ release emphasizes bullet-point content over narrative paragraphs so that bloggers and others can assemble their own stories.

Your comments about a job candidate could be considered defamatory if

If you are sending an informative memo to employees about policy statements or procedural changes, you should

Achieving Success Through Effective Business Communication

Mastering Interpersonal Communication

Communicating in a World of Diversity

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

Writing Negative Messages

Writing Persuasive Messages

Finding, Evaluating, and Processing Information

Designing Visual Communication

Planning Reports and Proposals

Writing Reports and Proposals

Completing Reports and Proposals

Developing Oral and Online Presentations

Enhancing Presentations With Slides and Other Visuals

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Format and Layout of Business Documents

Documentation of Report Sources

Correction Symbols

Filters

Unlike a traditional press release, a(n) release emphasizes bullet-point content over narrative paragraphs so that bloggers and others can assemble their own stories.