Question 1

Routine,positive messages include what type of information in the opening paragraph?

Accepted Answer

A) Reason for writing 
B) How the audience will benefit from complying to the request 
C) All relevant details 
D) A neutral buffer 
E) An introduction to the writer 
A) Reason for writing 
B) How the audience will benefit from complying to the request 
C) All relevant details 
D) A neutral buffer 
E) An introduction to the writer

Question 2

News releases that communicate directly with the customers and other audiences and include network links are called what?

Accepted Answer

A) Press releases 
B) Direct to consumer releases 
C) Social media releases 
D) Blog releases 
E) World wide web releases 
A) Press releases 
B) Direct to consumer releases 
C) Social media releases 
D) Blog releases 
E) World wide web releases

Question 3

Which of the following is least likely to be considered a routine or positive message?

Accepted Answer

A) Answers to routine requests 
B) Denial of claims and adjustments 
C) Recommendations 
D) Routine informational messages 
E) Good-news announcements 
A) Answers to routine requests 
B) Denial of claims and adjustments 
C) Recommendations 
D) Routine informational messages 
E) Good-news announcements

Question 4

When attempting to write a positive message,what should the writer take care to do?

Accepted Answer

A) Thank the reader "in advance" for cooperating 
B) Avoid offering additional services 
C) Avoid trite saying that you may have heard or read 
D) Avoid volunteering information about the request 
E) Avoid placing the bad news first 
A) Thank the reader "in advance" for cooperating 
B) Avoid offering additional services 
C) Avoid trite saying that you may have heard or read 
D) Avoid volunteering information about the request 
E) Avoid placing the bad news first

Question 5

When making a claim to a company,what is the purpose of the message?

Accepted Answer

A) To ask for a settlement of the claim 
B) To write a formal complaint 
C) To suggest how a product or service could be improved 
D) To provide a goodwill gesture, allowing the company to improve the product 
E) To ask for a resolution to a problem before further steps are required 
A) To ask for a settlement of the claim 
B) To write a formal complaint 
C) To suggest how a product or service could be improved 
D) To provide a goodwill gesture, allowing the company to improve the product 
E) To ask for a resolution to a problem before further steps are required

Question 6

What is the goal of a letter of recommendation?

Accepted Answer

A) To verify dates of employment 
B) To verify salary 
C) To verify the nature of your relationship with the candidate 
D) To verify the candidate has the characteristics necessary for the job 
E) To verify the candidate is eligible to work at the organization 
A) To verify dates of employment 
B) To verify salary 
C) To verify the nature of your relationship with the candidate 
D) To verify the candidate has the characteristics necessary for the job 
E) To verify the candidate is eligible to work at the organization

Question 7

What should be done when granting claims and requests for adjustment when your company is at fault?

Accepted Answer

A) You should specifically assign blame to someone else in the organization. 
B) You should take steps to repair the relationship. 
C) You should start with the assumption that the information the customer provided is incorrect. 
D) You should imply that the customer is at fault but you are willing to help anyway. 
E) You should avoid taking or assigning personal responsibility for setting matters straight. 
A) You should specifically assign blame to someone else in the organization. 
B) You should take steps to repair the relationship. 
C) You should start with the assumption that the information the customer provided is incorrect. 
D) You should imply that the customer is at fault but you are willing to help anyway. 
E) You should avoid taking or assigning personal responsibility for setting matters straight.

Question 8

Which of the following represents a brief personal message after the death of a loved one?

Accepted Answer

A) A letter of recommendation 
B) A congratulatory message 
C) A message of appreciation 
D) A message of condolence 
E) A message fostering goodwill 
A) A letter of recommendation 
B) A congratulatory message 
C) A message of appreciation 
D) A message of condolence 
E) A message fostering goodwill

Question 9

Which of the following is the best way to handle multiple requests when responding to requests from a reader?

Accepted Answer

A) Send a new message for each request. 
B) Use a new paragraph in the body of the message for each request. 
C) Discuss the most important request first in the body of the message. 
D) Put all the requests in one long paragraph. 
E) List the request on an additional page. 
A) Send a new message for each request. 
B) Use a new paragraph in the body of the message for each request. 
C) Discuss the most important request first in the body of the message. 
D) Put all the requests in one long paragraph. 
E) List the request on an additional page.

Question 10

When preparing a routine request,what approach is most appropriate to use?

Accepted Answer

A) Persuasive 
B) Indirect approach 
C) Bulleted facts 
D) Direct approach 
E) Social media 
A) Persuasive 
B) Indirect approach 
C) Bulleted facts 
D) Direct approach 
E) Social media

Question 11

When determining the format for a message,a direct approach would work best under which conditions?

Accepted Answer

A) The audience will likely comply. 
B) The audience might be upset with the news. 
C) The audience has little time to read an explanation before reading the news. 
D) The audience will probably not agree with the news. 
E) The audience has little understanding of the reason for writing. 
A) The audience will likely comply. 
B) The audience might be upset with the news. 
C) The audience has little time to read an explanation before reading the news. 
D) The audience will probably not agree with the news. 
E) The audience has little understanding of the reason for writing.

Question 12

If follow up action is needed in response to a routine message,identify who will do what and when in the body of the message.

Accepted Answer

A) True 
 B)False

Question 13

When developing an opening statement for routine messages,what should the writer consider?

Accepted Answer

A) The most important thing the writer wants to convey 
B) The most important thing the audience wants to know 
C) The level of detail needed 
D) The potential reaction of the audience 
E) What channel and medium should be used to convey the message 
A) The most important thing the writer wants to convey 
B) The most important thing the audience wants to know 
C) The level of detail needed 
D) The potential reaction of the audience 
E) What channel and medium should be used to convey the message

Question 14

How should a routine request begin?

Accepted Answer

A) With a clear statement of request 
B) With a buffer that builds up to the main request 
C) With a justification for the request 
D) With an attention-getting statement, fact or question 
E) With the phrase "thank you" or similar words of appreciation 
A) With a clear statement of request 
B) With a buffer that builds up to the main request 
C) With a justification for the request 
D) With an attention-getting statement, fact or question 
E) With the phrase "thank you" or similar words of appreciation

Question 15

Which of the following would not be a goal when responding to routine replies from others?

Accepted Answer

A) Explain why you can comply with the request. 
B) Communicate the information needed. 
C) Answer all questions. 
D) Provide all necessary details. 
E) Leave the reader with a good impression of you and your company. 
A) Explain why you can comply with the request. 
B) Communicate the information needed. 
C) Answer all questions. 
D) Provide all necessary details. 
E) Leave the reader with a good impression of you and your company.

Question 16

With a direct approach the writer opens with details and justification of the request,moves to the actual request and ends by requesting specific action.

Accepted Answer

A) True 
 B)False

Question 17

When having to convey negative information in a routine message,what should the writer do?

Accepted Answer

A) Stress only the most positive information 
B) Refer to the negative information in general and nonspecific terms 
C) Put the negative information in as positive terms as possible 
D) Avoid explaining the negative information 
E) Use an indirect approach 
A) Stress only the most positive information 
B) Refer to the negative information in general and nonspecific terms 
C) Put the negative information in as positive terms as possible 
D) Avoid explaining the negative information 
E) Use an indirect approach

Question 18

When developing a message,which of the following will contribute to the impact of the message?

Accepted Answer

A) Assuming the audience has experience with the subject matter 
B) Organizing and clarifying all essential information 
C) Using words and phrases designed to impress the audience 
D) Using subject specific and complex language whenever possible 
E) Writing for the most senior member of the organization who may read the message 
A) Assuming the audience has experience with the subject matter 
B) Organizing and clarifying all essential information 
C) Using words and phrases designed to impress the audience 
D) Using subject specific and complex language whenever possible 
E) Writing for the most senior member of the organization who may read the message

Question 19

When a response to a request for information is straightforward,a direct approach should be used.

Accepted Answer

A) True 
 B)False

Question 20

Opening statements should be what?

Accepted Answer

A) Detailed 
B) Brief and to the point 
C) Neutral 
D) Hedge sentences 
E) Apologetic 
A) Detailed 
B) Brief and to the point 
C) Neutral 
D) Hedge sentences 
E) Apologetic

Routine,positive messages include what type of information in the opening paragraph?

News releases that communicate directly with the customers and other audiences and include network links are called what?

Which of the following is least likely to be considered a routine or positive message?

When attempting to write a positive message,what should the writer take care to do?

When making a claim to a company,what is the purpose of the message?

What is the goal of a letter of recommendation?

What should be done when granting claims and requests for adjustment when your company is at fault?

Which of the following represents a brief personal message after the death of a loved one?

Which of the following is the best way to handle multiple requests when responding to requests from a reader?

When preparing a routine request,what approach is most appropriate to use?

When determining the format for a message,a direct approach would work best under which conditions?

If follow up action is needed in response to a routine message,identify who will do what and when in the body of the message.

When developing an opening statement for routine messages,what should the writer consider?

How should a routine request begin?

Which of the following would not be a goal when responding to routine replies from others?

With a direct approach the writer opens with details and justification of the request,moves to the actual request and ends by requesting specific action.

When having to convey negative information in a routine message,what should the writer do?

When developing a message,which of the following will contribute to the impact of the message?

When a response to a request for information is straightforward,a direct approach should be used.

Opening statements should be what?

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

Routine,positive messages include what type of information in the opening paragraph?

News releases that communicate directly with the customers and other audiences and include network links are called what?

Which of the following is least likely to be considered a routine or positive message?

When attempting to write a positive message,what should the writer take care to do?

When making a claim to a company,what is the purpose of the message?

What is the goal of a letter of recommendation?

What should be done when granting claims and requests for adjustment when your company is at fault?

Which of the following represents a brief personal message after the death of a loved one?

Which of the following is the best way to handle multiple requests when responding to requests from a reader?

When preparing a routine request,what approach is most appropriate to use?

When determining the format for a message,a direct approach would work best under which conditions?

If follow up action is needed in response to a routine message,identify who will do what and when in the body of the message.

When developing an opening statement for routine messages,what should the writer consider?

How should a routine request begin?

Which of the following would not be a goal when responding to routine replies from others?

With a direct approach the writer opens with details and justification of the request,moves to the actual request and ends by requesting specific action.

When having to convey negative information in a routine message,what should the writer do?

When developing a message,which of the following will contribute to the impact of the message?

When a response to a request for information is straightforward,a direct approach should be used.

Opening statements should be what?

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