Question 1

Messages of ________ need not be poetic to express sympathy.

Accepted Answer

The answer of Messages of ________ need not be poetic...

Question 2

Recommendation letters have created so many legal problems that many companies no longer allow employees to write them.

Accepted Answer

A) True 
 B)False

Question 3

In positive recommendation letters, it's important to back up your general points with specific examples of the candidate's fitness for the job.

Accepted Answer

A) True 
 B)False

Question 4

Explain what you should include in an effective recommendation letter.

Accepted Answer

A successful recommendation letter inclu

Question 5

In the final section of a request message, you should omit stating specific deadlines to avoid putting too much pressure on your reader.

Accepted Answer

A) True 
 B)False

Question 6

If your routine message must convey some mildly disappointing information, put the negative portion into as ________ a context as possible.

Accepted Answer

The answer of If your routine message must convey some...

Question 7

Businesses often receive requests for claims and adjustments when a ________ ________ is at fault, and neither the company nor the customer is to blame.

Accepted Answer

The answer of Businesses often receive requests for claims and...

Question 8

List the three major categories of common routine requests.

Accepted Answer

The three major types of routi

Question 9

Describe the three-step strategy for requesting information and action.

Accepted Answer

Start with a clear statement of your rea

Question 10

Dissatisfied customers can request a(n) ________, or claim settlement.

Accepted Answer

The answer of Dissatisfied customers can request a(n) ________, or...

Question 11

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

Accepted Answer

Negative letters of recommendation have

Question 12

In a routine request, the ________ of the message should contain an explanation of what you are asking the audience to do.

Accepted Answer

The answer of In a routine request, the ________ of...

Question 13

A new co-worker recently won a prestigious award for her work on green technologies. Since you do not know her well, you should not send a note to congratulate her on the achievement.

Accepted Answer

A) True 
 B)False

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

If you have strongly negative information to deliver as part of a positive message, you should

Accepted Answer

A)  apologize for having to spoil the moment. 
B)  open with the negative information. 
C)  put the negative information in a separate message. 
D)  use the indirect approach. 
A)  apologize for having to spoil the moment. 
B)  open with the negative information. 
C)  put the negative information in a separate message. 
D)  use the indirect approach.

Question 16

Which of the following would be the best opening for a routine request?

Accepted Answer

A)  I am very sorry to ask you to do this. 
B)  Please send me a summary of last month's east region sales data. 
C)  As soon as you get this, send me last month's sales data. 
D)  I know you may not want to, but send me last month's sales data. 
A)  I am very sorry to ask you to do this. 
B)  Please send me a summary of last month's east region sales data. 
C)  As soon as you get this, send me last month's sales data. 
D)  I know you may not want to, but send me last month's sales data.

Question 17

A routine positive message should never include negative information.

Accepted Answer

A) True 
 B)False

Question 18

Condolence messages should

Accepted Answer

A)  avoid "poetic" passages and stilted or formal phrases. 
B)  make as little reference to the deceased as possible. 
C)  include comments on how you felt in a similar situation. 
D)  be as long as possible. 
A)  avoid "poetic" passages and stilted or formal phrases. 
B)  make as little reference to the deceased as possible. 
C)  include comments on how you felt in a similar situation. 
D)  be as long as possible.

Question 19

Because routine messages are so common in business, it is not necessary to pay attention to your tone when writing them.

Accepted Answer

A) True 
 B)False

Question 20

When closing a direct request, you should be sure to include

Accepted Answer

A)  an indication of the consequences of a failure to reply. 
B)  a mention of your own qualifications or status. 
C)  the time limits involved in your request. 
D)  an apology for taking up the reader's time. 
A)  an indication of the consequences of a failure to reply. 
B)  a mention of your own qualifications or status. 
C)  the time limits involved in your request. 
D)  an apology for taking up the reader's time.

Exam 8: Writing Routine and Positive Messages

Messages of ________ need not be poetic to express sympathy.

Recommendation letters have created so many legal problems that many companies no longer allow employees to write them.

In positive recommendation letters, it's important to back up your general points with specific examples of the candidate's fitness for the job.

Explain what you should include in an effective recommendation letter.

In the final section of a request message, you should omit stating specific deadlines to avoid putting too much pressure on your reader.

If your routine message must convey some mildly disappointing information, put the negative portion into as ________ a context as possible.

Businesses often receive requests for claims and adjustments when a ________ ________ is at fault, and neither the company nor the customer is to blame.

List the three major categories of common routine requests.

Describe the three-step strategy for requesting information and action.

Dissatisfied customers can request a(n) ________, or claim settlement.

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

In a routine request, the ________ of the message should contain an explanation of what you are asking the audience to do.

A new co-worker recently won a prestigious award for her work on green technologies. Since you do not know her well, you should not send a note to congratulate her on the achievement.

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

If you have strongly negative information to deliver as part of a positive message, you should

Which of the following would be the best opening for a routine request?

A routine positive message should never include negative information.

Condolence messages should

Because routine messages are so common in business, it is not necessary to pay attention to your tone when writing them.

When closing a direct request, you should be sure to include

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

Businesses often receive requests for claims and adjustments when a is at fault, and neither the company nor the customer is to blame.