Question 1

Which of the following is a guideline for writing a successful news release?

Accepted Answer

A) Cover multiple, unrelated news items at once. 
B) Put your most important idea last. 
C) Extensively use self-congratulatory adjectives and adverbs. 
D) Follow established industry conventions for style, punctuation, and format. 
E) Write in long descriptive sentences and paragraphs. 
A) Cover multiple, unrelated news items at once. 
B) Put your most important idea last. 
C) Extensively use self-congratulatory adjectives and adverbs. 
D) Follow established industry conventions for style, punctuation, and format. 
E) Write in long descriptive sentences and paragraphs.

Question 2

Which of the following is true about sending goodwill messages?

Accepted Answer

A) If you are already friendly with the reader, a personal tone is appropriate when sending congratulations. 
B) A hand-written note of appreciation is inappropriate in today's electronic media environment. 
C) Send congratulations for personal events only if you know the reader well. 
D) In a letter of appreciation, do not specifically mention the person or persons you want to praise, as that can demoralize the others. 
E) Goodwill messages must always serve an immediate business purpose. 
A) If you are already friendly with the reader, a personal tone is appropriate when sending congratulations. 
B) A hand-written note of appreciation is inappropriate in today's electronic media environment. 
C) Send congratulations for personal events only if you know the reader well. 
D) In a letter of appreciation, do not specifically mention the person or persons you want to praise, as that can demoralize the others. 
E) Goodwill messages must always serve an immediate business purpose.

Question 3

When making claims or requesting adjustments,you should ________.

Accepted Answer

A) warn the reader of the consequences of inaction 
B) apologize for the inconvenience caused 
C) clearly convey your anger and frustration 
D) keep your cool, no matter how angry or frustrated you are 
E) use the indirect approach 
A) warn the reader of the consequences of inaction 
B) apologize for the inconvenience caused 
C) clearly convey your anger and frustration 
D) keep your cool, no matter how angry or frustrated you are 
E) use the indirect approach

Question 4

What are the guidelines for creating informative messages?

Accepted Answer

All companies send routine informative m

Question 5

When writing condolences,you should ________.

Accepted Answer

A) avoid recounting humorous anecdotes 
B) dwell on the details of the loss 
C) quote poetic passages and use formal phrases 
D) open with a simple expression of sympathy 
E) refer to death with euphemisms such as "passed away" or "departed" 
A) avoid recounting humorous anecdotes 
B) dwell on the details of the loss 
C) quote poetic passages and use formal phrases 
D) open with a simple expression of sympathy 
E) refer to death with euphemisms such as "passed away" or "departed"

Question 6

In order to write a successful news release,you should ________.

Accepted Answer

A) put your most important idea last 
B) minimize self-congratulatory adjectives and adverbs 
C) write in long descriptive sentences and paragraphs 
D) try to cover multiple, unrelated news items at once 
E) include extraneous facts to add interest 
A) put your most important idea last 
B) minimize self-congratulatory adjectives and adverbs 
C) write in long descriptive sentences and paragraphs 
D) try to cover multiple, unrelated news items at once 
E) include extraneous facts to add interest

Question 7

Outline an effective strategy for writing routine replies and positive messages.

Accepted Answer

Readers receiving routine replies and po

Question 8

The close of routine replies and positive messages should leave things on a neutral or positive note.

Accepted Answer

A) True 
 B)False

Question 9

Routine replies and positive messages should close with ________.

Accepted Answer

A) a sincere apology for the trouble caused 
B) information highlighting a benefit to the audience 
C) a detailed explanation of the request 
D) a mention of the consequences of non-compliance 
E) information about negative aspects of the request, if any 
A) a sincere apology for the trouble caused 
B) information highlighting a benefit to the audience 
C) a detailed explanation of the request 
D) a mention of the consequences of non-compliance 
E) information about negative aspects of the request, if any

Question 10

In order to write a successful news release,you should ________.

Accepted Answer

A) use positive, self-congratulatory adjectives and adverbs 
B) try to cover multiple, unrelated news items at once 
C) ensure relevance to the specific publications for which it is meant 
D) put your most important idea last 
E) include extraneous facts to add interest 
A) use positive, self-congratulatory adjectives and adverbs 
B) try to cover multiple, unrelated news items at once 
C) ensure relevance to the specific publications for which it is meant 
D) put your most important idea last 
E) include extraneous facts to add interest

Question 11

This message is likely to be ineffective because it fails to ________.

Accepted Answer

A) maintain the writer's anger and frustration 
B) warn the reader of the consequences of non-compliance 
C) include a negative buffer statement in the opening 
D) use the indirect approach 
E) use a professional tone 
A) maintain the writer's anger and frustration 
B) warn the reader of the consequences of non-compliance 
C) include a negative buffer statement in the opening 
D) use the indirect approach 
E) use a professional tone

Question 12

In the body of your routine message making claims or requesting actions,you should ________.

Accepted Answer

A) clearly express your anger and frustration 
B) warn the reader of the consequences of inaction 
C) apologize for the inconvenience caused 
D) request specific action 
E) give a complete and specific explanation of the details 
A) clearly express your anger and frustration 
B) warn the reader of the consequences of inaction 
C) apologize for the inconvenience caused 
D) request specific action 
E) give a complete and specific explanation of the details

Question 13

When making a routine request,the body of your message should ________.

Accepted Answer

A) put your most important request at the end 
B) explain and justify your request 
C) address multiple topics in one question 
D) offer apologies for any inconvenience caused 
E) include information about how you can be reached 
A) put your most important request at the end 
B) explain and justify your request 
C) address multiple topics in one question 
D) offer apologies for any inconvenience caused 
E) include information about how you can be reached

Question 14

In the close of your routine message making claims or requesting actions,you should ________.

Accepted Answer

A) politely request specific action 
B) apologize for the inconvenience caused 
C) warn the reader of the consequences of inaction 
D) give a complete, specific explanation of the details of the claim 
E) clearly express your anger and frustration 
A) politely request specific action 
B) apologize for the inconvenience caused 
C) warn the reader of the consequences of inaction 
D) give a complete, specific explanation of the details of the claim 
E) clearly express your anger and frustration

Question 15

When explaining and justifying your routine request in the body of your message,you should ________.

Accepted Answer

A) address multiple topics in one question 
B) offer apologies for any inconvenience caused 
C) put your most important request at the end 
D) not assume that your audience will comply 
E) break down complex requests into specific questions 
A) address multiple topics in one question 
B) offer apologies for any inconvenience caused 
C) put your most important request at the end 
D) not assume that your audience will comply 
E) break down complex requests into specific questions

Question 16

Which of the following is true about sending goodwill messages?

Accepted Answer

A) A personal tone is inappropriate when sending congratulations even if you are already friendly with the reader. 
B) A handwritten note of appreciation is inappropriate in today's electronic media environment. 
C) Send congratulations for personal events only if you know the reader well. 
D) In a letter of appreciation, do not specifically mention the person or persons you want to praise, as that can demoralize the others. 
E) These messages need not have a direct business purpose. 
A) A personal tone is inappropriate when sending congratulations even if you are already friendly with the reader. 
B) A handwritten note of appreciation is inappropriate in today's electronic media environment. 
C) Send congratulations for personal events only if you know the reader well. 
D) In a letter of appreciation, do not specifically mention the person or persons you want to praise, as that can demoralize the others. 
E) These messages need not have a direct business purpose.

Question 17

When developing routine requests for recommendations,one should ________.

Accepted Answer

A) use the direct approach for requests for recommendations 
B) avoid stating why the recommendation is required 
C) ask the referee to sign the letter 
D) offer to pay for the favor 
E) avoid pressuring the receiver by mentioning a deadline 
A) use the direct approach for requests for recommendations 
B) avoid stating why the recommendation is required 
C) ask the referee to sign the letter 
D) offer to pay for the favor 
E) avoid pressuring the receiver by mentioning a deadline

Question 18

How should you respond to a customer's claim when your company is at fault?

Accepted Answer

Before you respond when your firm is at

Question 19

Which of the following is a pointer for writing positive messages?

Accepted Answer

A) Thank the reader "in advance" for cooperating. 
B) Avoid offering additional services. 
C) Avoid trite sayings that you may have heard or read. 
D) Do not volunteer information about the request. 
E) If the message is mixed, present the bad news first. 
A) Thank the reader "in advance" for cooperating. 
B) Avoid offering additional services. 
C) Avoid trite sayings that you may have heard or read. 
D) Do not volunteer information about the request. 
E) If the message is mixed, present the bad news first.

Question 20

You need a printed letter of recommendation from a professor in your college,and you are not sure if the professor will remember you because more than five years have passed since you graduated.How will you go about drafting your request in this case? Draft a message,filling in the required details from your imagination.

Accepted Answer

Student answers may vary.The message sho

Which of the following is a guideline for writing a successful news release?

Which of the following is true about sending goodwill messages?

When making claims or requesting adjustments,you should ________.

What are the guidelines for creating informative messages?

When writing condolences,you should ________.

In order to write a successful news release,you should ________.

Outline an effective strategy for writing routine replies and positive messages.

The close of routine replies and positive messages should leave things on a neutral or positive note.

Routine replies and positive messages should close with ________.

In order to write a successful news release,you should ________.

This message is likely to be ineffective because it fails to ________.

In the body of your routine message making claims or requesting actions,you should ________.

When making a routine request,the body of your message should ________.

In the close of your routine message making claims or requesting actions,you should ________.

When explaining and justifying your routine request in the body of your message,you should ________.

Which of the following is true about sending goodwill messages?

When developing routine requests for recommendations,one should ________.

How should you respond to a customer's claim when your company is at fault?

Which of the following is a pointer for writing positive messages?

Understanding Business Communication in Todays Workplace

Mastering Team Skills and Interpersonal Communication

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

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

Filters

Exam 7: Writing Routine and Positive Messages

Which of the following is a guideline for writing a successful news release?

Which of the following is true about sending goodwill messages?

When making claims or requesting adjustments,you should ________.

What are the guidelines for creating informative messages?

When writing condolences,you should ________.

In order to write a successful news release,you should ________.

Outline an effective strategy for writing routine replies and positive messages.

The close of routine replies and positive messages should leave things on a neutral or positive note.

Routine replies and positive messages should close with ________.

In order to write a successful news release,you should ________.

This message is likely to be ineffective because it fails to ________.

In the body of your routine message making claims or requesting actions,you should ________.

When making a routine request,the body of your message should ________.

In the close of your routine message making claims or requesting actions,you should ________.

When explaining and justifying your routine request in the body of your message,you should ________.

Which of the following is true about sending goodwill messages?

When developing routine requests for recommendations,one should ________.

How should you respond to a customer's claim when your company is at fault?

Which of the following is a pointer for writing positive messages?

Understanding Business Communication in Todays Workplace

Mastering Team Skills and Interpersonal Communication

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

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

Filters