Question 1

A well written response to a request for information or action will do what for the writer?

Accepted Answer

A) Positively influence the reader's perception of the writer and the organization 
B) Negatively influence the reader's perception of the writer and the organization 
C) Allow the writer to explain the benefits of working with their firm 
D) Encourage customer satisfaction 
E) Reinforce the organizations commitment to excellence 
A) Positively influence the reader's perception of the writer and the organization 
B) Negatively influence the reader's perception of the writer and the organization 
C) Allow the writer to explain the benefits of working with their firm 
D) Encourage customer satisfaction 
E) Reinforce the organizations commitment to excellence A

Question 2

Details in a routine message should be written in the same tone as the opening.

Accepted Answer

A) True 
 B)False  True

Question 3

Which of the following would be the most appropriate format for content of a news release?

Accepted Answer

A) Background information followed by solution 
B) Background information followed by a series of alternatives 
C) Good news followed by details 
D) A series of alternatives followed by good news 
E) Good news followed by a variety of alternatives 
A) Background information followed by solution 
B) Background information followed by a series of alternatives 
C) Good news followed by details 
D) A series of alternatives followed by good news 
E) Good news followed by a variety of alternatives C

Question 4

Discuss how to develop the body of the routine requests and the benefits of a well-developed message.

Accepted Answer

Making requests is a routine part of bus

Question 5

How should multiple requests or questions in one message be addressed?

Accepted Answer

A) Address all topics in one question. 
B) Offer apologies for any inconvenience caused. 
C) Start with the most important question. 
D) Do not assume the audience will comply. 
E) Avoid asking too many questions of the reader. 
A) Address all topics in one question. 
B) Offer apologies for any inconvenience caused. 
C) Start with the most important question. 
D) Do not assume the audience will comply. 
E) Avoid asking too many questions of the reader.

Question 6

Unusual or complex requests should be broken down into individual and specific questions.

Accepted Answer

A) True 
 B)False

Question 7

Discuss guidelines for writing letters of condolence to coworkers.

Accepted Answer

Condolence letters are brief personal me

Question 8

Explain how to develop a strong close for a routine request.

Accepted Answer

Close your message with three important

Question 9

Messages written to foster positive relationships with audiences are called what?

Accepted Answer

A) Social media releases 
B) Goodwill messages 
C) Condolence messages 
D) Good-news announcements 
E) Congratulatory messages 
A) Social media releases 
B) Goodwill messages 
C) Condolence messages 
D) Good-news announcements 
E) Congratulatory messages

Question 10

When making claims or requesting adjustments,what should be included in the opening?

Accepted Answer

A) An apology for the inconvenience caused 
B) A straightforward statement of the problem 
C) A neutral buffer statement 
D) An expression of your anger and frustration 
E) A complete and specific explanation of the details of the problem 
A) An apology for the inconvenience caused 
B) A straightforward statement of the problem 
C) A neutral buffer statement 
D) An expression of your anger and frustration 
E) A complete and specific explanation of the details of the problem

Question 11

Telling the audience about relevant deadlines and how you can be reached should be done in which section of the direct formatted message?

Accepted Answer

A) Opening paragraph 
B) Immediately after the explanation of what you want 
C) In the body of the message 
D) In the closing paragraph of the message 
E) In the paragraph above the close that explains information relating to your request 
A) Opening paragraph 
B) Immediately after the explanation of what you want 
C) In the body of the message 
D) In the closing paragraph of the message 
E) In the paragraph above the close that explains information relating to your request

Question 12

Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?

Accepted Answer

A) Do not provide detail for how you plan to resolve the situation. 
B) Specifically assign blame to someone else in the organization. 
C) Start from the assumption that the information the customer provided is correct. 
D) Imply that the customer is at fault. 
E) Avoid taking or assigning personal responsibility for setting matters straight. 
A) Do not provide detail for how you plan to resolve the situation. 
B) Specifically assign blame to someone else in the organization. 
C) Start from the assumption that the information the customer provided is correct. 
D) Imply that the customer is at fault. 
E) Avoid taking or assigning personal responsibility for setting matters straight.

Question 13

Which of the following will improve the likelihood of getting the desired response?

Accepted Answer

A) Ask the audience for their feelings on the topic. 
B) State exactly what you want. 
C) Explain to the audience what you are working on and ask for their help. 
D) Tell the audience how the information will be used. 
E) Tell the audience who the information will be forwarded to. 
A) Ask the audience for their feelings on the topic. 
B) State exactly what you want. 
C) Explain to the audience what you are working on and ask for their help. 
D) Tell the audience how the information will be used. 
E) Tell the audience who the information will be forwarded to.

Question 14

What should you do when developing a routine request or a positive message?

Accepted Answer

A) Slowly build up to the request or main idea 
B) Not assume that your audience will comply 
C) Demand action to ensure compliance 
D) Be non-specific when stating what you want 
E) State precisely what you want 
A) Slowly build up to the request or main idea 
B) Not assume that your audience will comply 
C) Demand action to ensure compliance 
D) Be non-specific when stating what you want 
E) State precisely what you want

Question 15

Which of the following should a writer do when developing routine requests for recommendation?

Accepted Answer

A) Use the direct approach for the request 
B) Avoid stating why the recommendation is required 
C) Offer to write the letter and have the referee sign it 
D) Offer to pay for the favor of writing recommendation 
E) Avoid pressuring the receiver by mentioning a deadline 
A) Use the direct approach for the request 
B) Avoid stating why the recommendation is required 
C) Offer to write the letter and have the referee sign it 
D) Offer to pay for the favor of writing recommendation 
E) Avoid pressuring the receiver by mentioning a deadline

Question 16

When seeking a recommendation before awarding a contract,what type of information is least likely to be needed from an applicant?

Accepted Answer

A) Information on skills 
B) Information on abilities 
C) Information on integrity 
D) Information on credit worthiness 
E) Information on character 
A) Information on skills 
B) Information on abilities 
C) Information on integrity 
D) Information on credit worthiness 
E) Information on character

Question 17

Personal messages such as condolence letters and congratulatory letters are never appropriate in the workplace.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following shows the best use of tone when writing a routine request?

Accepted Answer

A) "I need a copy of the budget." 
B) "Send me the latest version of the budget." 
C) "Can I have the budget by Tuesday?" 
D) "I need you to email the budget immediately." 
E) "Please send me a copy of the budget." 
A) "I need a copy of the budget." 
B) "Send me the latest version of the budget." 
C) "Can I have the budget by Tuesday?" 
D) "I need you to email the budget immediately." 
E) "Please send me a copy of the budget."

Question 19

Which of the following should be included in the body of a request for a recommendation?

Accepted Answer

A) The full name and address of the person to whom the letter should be sent 
B) A deadline for recommendation 
C) An offer to pay for the service rendered 
D) A sincere apology for the trouble caused 
E) An expression of appreciation 
A) The full name and address of the person to whom the letter should be sent 
B) A deadline for recommendation 
C) An offer to pay for the service rendered 
D) A sincere apology for the trouble caused 
E) An expression of appreciation

Question 20

A policy change is an example of what type of message?

Accepted Answer

A) Goodwill messages 
B) Answers to routine requests 
C) Claims and adjustment requests 
D) Good-news announcements 
E) Routine informational messages 
A) Goodwill messages 
B) Answers to routine requests 
C) Claims and adjustment requests 
D) Good-news announcements 
E) Routine informational messages

A well written response to a request for information or action will do what for the writer?

Details in a routine message should be written in the same tone as the opening.

Which of the following would be the most appropriate format for content of a news release?

Discuss how to develop the body of the routine requests and the benefits of a well-developed message.

How should multiple requests or questions in one message be addressed?

Unusual or complex requests should be broken down into individual and specific questions.

Discuss guidelines for writing letters of condolence to coworkers.

Explain how to develop a strong close for a routine request.

Messages written to foster positive relationships with audiences are called what?

When making claims or requesting adjustments,what should be included in the opening?

Telling the audience about relevant deadlines and how you can be reached should be done in which section of the direct formatted message?

Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?

Which of the following will improve the likelihood of getting the desired response?

What should you do when developing a routine request or a positive message?

Which of the following should a writer do when developing routine requests for recommendation?

When seeking a recommendation before awarding a contract,what type of information is least likely to be needed from an applicant?

Personal messages such as condolence letters and congratulatory letters are never appropriate in the workplace.

Which of the following shows the best use of tone when writing a routine request?

Which of the following should be included in the body of a request for a recommendation?

A policy change is an example of what type of message?

Understanding Business Communication in Todays Workplace

Collaboration, interpersonal Communication, and Business Etiquette

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Digital Channels

Writing Negative Messages

Writing Persuasive Messages

Understanding and Planning Reports and Proposals

Writing and Completing Reports and Proposals

Developing Oral and Online Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Format and Layout of Business Documents

Documentation of Report Sources

Correction Symbols

Filters

Exam 7: Writing Routine and Positive Messages

A well written response to a request for information or action will do what for the writer?

Details in a routine message should be written in the same tone as the opening.

Which of the following would be the most appropriate format for content of a news release?

Discuss how to develop the body of the routine requests and the benefits of a well-developed message.

How should multiple requests or questions in one message be addressed?

Unusual or complex requests should be broken down into individual and specific questions.

Discuss guidelines for writing letters of condolence to coworkers.

Explain how to develop a strong close for a routine request.

Messages written to foster positive relationships with audiences are called what?

When making claims or requesting adjustments,what should be included in the opening?

Telling the audience about relevant deadlines and how you can be reached should be done in which section of the direct formatted message?

Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?

Which of the following will improve the likelihood of getting the desired response?

What should you do when developing a routine request or a positive message?

Which of the following should a writer do when developing routine requests for recommendation?

When seeking a recommendation before awarding a contract,what type of information is least likely to be needed from an applicant?

Personal messages such as condolence letters and congratulatory letters are never appropriate in the workplace.

Which of the following shows the best use of tone when writing a routine request?

Which of the following should be included in the body of a request for a recommendation?

A policy change is an example of what type of message?

Understanding Business Communication in Todays Workplace

Collaboration, interpersonal Communication, and Business Etiquette

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Digital Channels

Writing Negative Messages

Writing Persuasive Messages

Understanding and Planning Reports and Proposals

Writing and Completing Reports and Proposals

Developing Oral and Online Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Format and Layout of Business Documents

Documentation of Report Sources

Correction Symbols

Filters