Question 1

Which of the following is a strategy for routine replies and positive messages?

Accepted Answer

A) using the indirect approach 
B) placing your main idea in the opening of the message 
C) opening with an interesting fact or question 
D) avoiding embedding negative information in a positive context 
E) introducing your main idea in the body of the message 
A) using the indirect approach 
B) placing your main idea in the opening of the message 
C) opening with an interesting fact or question 
D) avoiding embedding negative information in a positive context 
E) introducing your main idea in the body of the message

Question 2

Which of the following is a strategy for routine replies and positive messages?

Accepted Answer

A) using the indirect approach 
B) introducing your main idea in the body of the message 
C) opening with an interesting fact or question 
D) embedding any negative information in a favorable context 
E) assuming that your audience will generally not be interested in your message 
A) using the indirect approach 
B) introducing your main idea in the body of the message 
C) opening with an interesting fact or question 
D) embedding any negative information in a favorable context 
E) assuming that your audience will generally not be interested in your message

Question 3

When sending condolence messages,open with your personal sense of loss followed by some life advice for the reader.

Accepted Answer

A) True 
 B)False

Question 4

You should close a request for immediate recommendation with ________.

Accepted Answer

A) the full name and address of the person to whom the letter should be sent 
B) a complete career summary 
C) a sincere apology for the trouble caused 
D) a mention of the deadline 
E) a statement that triggers the reader's memory of the relationship you had 
A) the full name and address of the person to whom the letter should be sent 
B) a complete career summary 
C) a sincere apology for the trouble caused 
D) a mention of the deadline 
E) a statement that triggers the reader's memory of the relationship you had

Question 5

The closing of a routine request message should include ________.

Accepted Answer

A) a sincere apology for the inconvenience caused 
B) explanations and justifications for the request 
C) the phrase "thank you in advance" to ensure compliance 
D) a specific request that includes any relevant deadlines 
E) questions that will help you organize the message 
A) a sincere apology for the inconvenience caused 
B) explanations and justifications for the request 
C) the phrase "thank you in advance" to ensure compliance 
D) a specific request that includes any relevant deadlines 
E) questions that will help you organize the message

Question 6

Which of the following is a pointer for writing recommendation letters?

Accepted Answer

A) Omit negative information, if any. 
B) Always verify only the dates of employment and job titles. 
C) Never collaborate with the former employee in developing the letter. 
D) Understand your company's policy to avoid legal complications. 
E) Never offer to provide a personal reference. 
A) Omit negative information, if any. 
B) Always verify only the dates of employment and job titles. 
C) Never collaborate with the former employee in developing the letter. 
D) Understand your company's policy to avoid legal complications. 
E) Never offer to provide a personal reference.

Question 7

When stating your routine request up front,you should ________.

Accepted Answer

A) use a demanding tone to ensure compliance 
B) assume that your audience will comply 
C) avoid spelling out exactly what you want 
D) first offer a justification for the request 
E) use the phrase "thank you in advance" 
A) use a demanding tone to ensure compliance 
B) assume that your audience will comply 
C) avoid spelling out exactly what you want 
D) first offer a justification for the request 
E) use the phrase "thank you in advance"

Question 8

Which of the following is a guideline for writing condolence messages?

Accepted Answer

A) Use formal or poetic phrases. 
B) Do not recount humorous anecdotes. 
C) Consider mentioning special attributes or resources of the bereaved person. 
D) Offer life advice to help the reader face the event. 
E) Express shock and dismay through lines such as "He/she was too young to die." 
A) Use formal or poetic phrases. 
B) Do not recount humorous anecdotes. 
C) Consider mentioning special attributes or resources of the bereaved person. 
D) Offer life advice to help the reader face the event. 
E) Express shock and dismay through lines such as "He/she was too young to die."

Question 9

Offer a few suggestions for writing condolence messages.

Accepted Answer

• Keep reminiscences brief.Recount a mem

Question 10

When writing recommendation letters you should ________.

Accepted Answer

A) limit your remarks to provable facts 
B) never collaborate with the former employee in developing the letter 
C) never offer to provide a personal reference 
D) omit all negative information 
E) never verify anything except the dates of employment and job titles 
A) limit your remarks to provable facts 
B) never collaborate with the former employee in developing the letter 
C) never offer to provide a personal reference 
D) omit all negative information 
E) never verify anything except the dates of employment and job titles

Question 11

When making claims or requesting adjustments,you should ________.

Accepted Answer

A) avoid revealing your contact information 
B) use the indirect approach 
C) always maintain a professional tone 
D) not request specific action; leave that to the reader 
E) warn the reader of the consequences of inaction 
A) avoid revealing your contact information 
B) use the indirect approach 
C) always maintain a professional tone 
D) not request specific action; leave that to the reader 
E) warn the reader of the consequences of inaction

Question 12

The opening of a request for recommendation should ________.

Accepted Answer

A) include the full name and address of the person to whom the letter should be sent 
B) mention the deadline for sending the letter 
C) trigger the reader's memory of the relationship he/she had with the person referred 
D) include an offer to pay for the service rendered 
E) contain a neutral buffer statement or statements 
A) include the full name and address of the person to whom the letter should be sent 
B) mention the deadline for sending the letter 
C) trigger the reader's memory of the relationship he/she had with the person referred 
D) include an offer to pay for the service rendered 
E) contain a neutral buffer statement or statements

Question 13

When responding to a claim where a third party is at fault,you should clearly assign the blame to the third party and ask the customer to follow up the claim with the third party.

Accepted Answer

A) True 
 B)False

Question 14

When granting claims and requests for adjustment when your company is at fault,you should NOT ________.

Accepted Answer

A) blame anyone in your organization by name 
B) go into the details of how you plan to resolve the situation 
C) start from the assumption that the information the customer provided is correct 
D) openly sympathize with the customer's situation 
E) take or assign personal responsibility for setting matters straight 
A) blame anyone in your organization by name 
B) go into the details of how you plan to resolve the situation 
C) start from the assumption that the information the customer provided is correct 
D) openly sympathize with the customer's situation 
E) take or assign personal responsibility for setting matters straight

Question 15

Since informative messages are not solicited by the reader,state the purpose of the message only in the body of the message.

Accepted Answer

A) True 
 B)False

Question 16

To avoid lawsuits,you should omit all negative information from your letters of recommendation.

Accepted Answer

A) True 
 B)False

Question 17

If your routine message is mixed and must convey mildly disappointing information,put the negative portion of your message in a negative context to avoid confusing the reader.

Accepted Answer

A) True 
 B)False

Question 18

Routine requests do not need to be explained or justified as readers will comply,even if the reason for the request is unclear.

Accepted Answer

A) True 
 B)False

Question 19

The body of a request for recommendations should ________.

Accepted Answer

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

Question 20

Sandra's new laptop is not running some key applications.She sends an email to the company's customer care center explaining the problem.This is an example of a routine request for ________.

Accepted Answer

A) making a claim 
B) information 
C) recommendations 
D) finalizing a decision 
E) adjustment 
A) making a claim 
B) information 
C) recommendations 
D) finalizing a decision 
E) adjustment

Which of the following is a strategy for routine replies and positive messages?

Which of the following is a strategy for routine replies and positive messages?

When sending condolence messages,open with your personal sense of loss followed by some life advice for the reader.

You should close a request for immediate recommendation with ________.

The closing of a routine request message should include ________.

Which of the following is a pointer for writing recommendation letters?

When stating your routine request up front,you should ________.

Which of the following is a guideline for writing condolence messages?

Offer a few suggestions for writing condolence messages.

When writing recommendation letters you should ________.

When making claims or requesting adjustments,you should ________.

The opening of a request for recommendation should ________.

When responding to a claim where a third party is at fault,you should clearly assign the blame to the third party and ask the customer to follow up the claim with the third party.

When granting claims and requests for adjustment when your company is at fault,you should NOT ________.

Since informative messages are not solicited by the reader,state the purpose of the message only in the body of the message.

To avoid lawsuits,you should omit all negative information from your letters of recommendation.

If your routine message is mixed and must convey mildly disappointing information,put the negative portion of your message in a negative context to avoid confusing the reader.

Routine requests do not need to be explained or justified as readers will comply,even if the reason for the request is unclear.

The body of a request for recommendations should ________.

Sandra's new laptop is not running some key applications.She sends an email to the company's customer care center explaining the problem.This is an example of a routine request for ________.

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 strategy for routine replies and positive messages?

Which of the following is a strategy for routine replies and positive messages?

When sending condolence messages,open with your personal sense of loss followed by some life advice for the reader.

You should close a request for immediate recommendation with ________.

The closing of a routine request message should include ________.

Which of the following is a pointer for writing recommendation letters?

When stating your routine request up front,you should ________.

Which of the following is a guideline for writing condolence messages?

Offer a few suggestions for writing condolence messages.

When writing recommendation letters you should ________.

When making claims or requesting adjustments,you should ________.

The opening of a request for recommendation should ________.

When responding to a claim where a third party is at fault,you should clearly assign the blame to the third party and ask the customer to follow up the claim with the third party.

When granting claims and requests for adjustment when your company is at fault,you should NOT ________.

Since informative messages are not solicited by the reader,state the purpose of the message only in the body of the message.

To avoid lawsuits,you should omit all negative information from your letters of recommendation.

If your routine message is mixed and must convey mildly disappointing information,put the negative portion of your message in a negative context to avoid confusing the reader.

Routine requests do not need to be explained or justified as readers will comply,even if the reason for the request is unclear.

The body of a request for recommendations should ________.

Sandra's new laptop is not running some key applications.She sends an email to the company's customer care center explaining the problem.This is an example of a routine request for ________.

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