Question 1

Choosing between the direct and indirect approaches in a routine request depends primarily on

Accepted Answer

A)  whether the audience is internal or external. 
B)  whether the audience is large or small. 
C)  how reluctant the audience will be to comply. 
D)  how soon you need the request fulfilled. 
E)  when you send the request. 
A)  whether the audience is internal or external. 
B)  whether the audience is large or small. 
C)  how reluctant the audience will be to comply. 
D)  how soon you need the request fulfilled. 
E)  when you send the request.

Question 2

What part of a routine request should explain what you are asking the audience to do?

Accepted Answer

The body of a routine request should con

Question 3

It is not necessary to ask someone's permission before listing his or her name as a job reference.

Accepted Answer

A) True 
 B)False

Question 4

Routine,positive messages should do all of the following except

Accepted Answer

A)  leave your reader with a good impression. 
B)  use an indirect approach. 
C)  provide all required details. 
D)  communicate the information or positive news. 
E)  use a professional, respectful tone. 
A)  leave your reader with a good impression. 
B)  use an indirect approach. 
C)  provide all required details. 
D)  communicate the information or positive news. 
E)  use a professional, respectful tone.

Question 5

When offering compliments in a goodwill message,you should

Accepted Answer

A)  feel free to exaggerate. 
B)  always use the strongest words you can think of. 
C)  be sure to back them up with specific points. 
D)  temper them with comments on areas for improvement. 
E)  offset them with negative comments about other employees. 
A)  feel free to exaggerate. 
B)  always use the strongest words you can think of. 
C)  be sure to back them up with specific points. 
D)  temper them with comments on areas for improvement. 
E)  offset them with negative comments about other employees.

Question 6

Unlike traditional press releases,a social media release

Accepted Answer

A)  emphasizes bullet-point content over narrative paragraphs. 
B)  makes it more difficult to publicize your content. 
C)  must always be written using "I" or "we." 
D)  is much longer. 
E)  almost always reaches a much smaller audience. 
A)  emphasizes bullet-point content over narrative paragraphs. 
B)  makes it more difficult to publicize your content. 
C)  must always be written using "I" or "we." 
D)  is much longer. 
E)  almost always reaches a much smaller audience.

Question 7

Explain why goodwill messages are important,then describe at least two characteristics of effective goodwill messages.

Accepted Answer

Goodwill messages can improve your relat

Question 8

When requesting recommendations,you should use the indirect approach.

Accepted Answer

A) True 
 B)False

Question 9

When making claims or requesting adjustments,you should begin by

Accepted Answer

A)  complimenting the company for past service. 
B)  providing a detailed description of the faulty merchandise. 
C)  providing a straightforward statement of the problem. 
D)  threatening legal action if you do not receive a favorable adjustment. 
E)  saying how disappointed you are in the company. 
A)  complimenting the company for past service. 
B)  providing a detailed description of the faulty merchandise. 
C)  providing a straightforward statement of the problem. 
D)  threatening legal action if you do not receive a favorable adjustment. 
E)  saying how disappointed you are in the company.

Question 10

When making a routine request,you should begin with

Accepted Answer

A)  an indication of the importance of your request. 
B)  a statement of who you are. 
C)  a clear statement of the main idea or request. 
D)  a question. 
E)  a humorous comment. 
A)  an indication of the importance of your request. 
B)  a statement of who you are. 
C)  a clear statement of the main idea or request. 
D)  a question. 
E)  a humorous comment.

Question 11

If you are writing to someone to request a recommendation letter for a job or scholarship,you should include a stamped,preaddressed envelope for mailing.

Accepted Answer

A) True 
 B)False

Question 12

A crisis management plan

Accepted Answer

A)  should guide a company in communicating about serious problems. 
B)  is not relevant to a company's response to claims, even when the company is at fault. 
C)  should not address communication, but instead focus on emergency procedures. 
D)  should be referenced in every response to disgruntled customers, since every case is a crisis. 
E)  should stipulate that the company must never accept responsibility for serious problems. 
A)  should guide a company in communicating about serious problems. 
B)  is not relevant to a company's response to claims, even when the company is at fault. 
C)  should not address communication, but instead focus on emergency procedures. 
D)  should be referenced in every response to disgruntled customers, since every case is a crisis. 
E)  should stipulate that the company must never accept responsibility for serious problems.

Question 13

Condolence messages should

Accepted Answer

A)  be as long as possible. 
B)  make as little reference to the deceased as possible. 
C)  avoid "poetic" passages and stilted or formal phrases. 
D)  include comments on how you felt in a similar situation. 
E)  not mention the deceased by name. 
A)  be as long as possible. 
B)  make as little reference to the deceased as possible. 
C)  avoid "poetic" passages and stilted or formal phrases. 
D)  include comments on how you felt in a similar situation. 
E)  not mention the deceased by name.

Question 14

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

Accepted Answer

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

Question 15

Your negative comments about a job candidate could be considered defamatory if

Accepted Answer

A)  in a phone conversation you tell the applicant's potential employer that the applicant is an alcoholic. 
B)  you omit important negative information about the candidate in a recommendation letter. 
C)  you decline to provide a recommendation because of "company policy." 
D)  you cannot prove that those comments are true. 
E)  you use actual examples to support what you say or write. 
A)  in a phone conversation you tell the applicant's potential employer that the applicant is an alcoholic. 
B)  you omit important negative information about the candidate in a recommendation letter. 
C)  you decline to provide a recommendation because of "company policy." 
D)  you cannot prove that those comments are true. 
E)  you use actual examples to support what you say or write.

Question 16

Including a deadline in the close of a request

Accepted Answer

A)  is rude and unprofessional. 
B)  is acceptable for internal audiences, but never external. 
C)  will offend your audience, unless they are your subordinates. 
D)  is effective only when you explain the consequences of failing to meet it. 
E)  helps the audience understand exactly what you want. 
A)  is rude and unprofessional. 
B)  is acceptable for internal audiences, but never external. 
C)  will offend your audience, unless they are your subordinates. 
D)  is effective only when you explain the consequences of failing to meet it. 
E)  helps the audience understand exactly what you want.

Question 17

In the body of a routine request,you should

Accepted Answer

A)  beg the reader to grant your request. 
B)  explain and justify your request. 
C)  give your sales pitch. 
D)  explain what will happen if the audience does not do what you are asking. 
E)  state your main idea. 
A)  beg the reader to grant your request. 
B)  explain and justify your request. 
C)  give your sales pitch. 
D)  explain what will happen if the audience does not do what you are asking. 
E)  state your main idea.

Question 18

When a third party is at fault in a claim,the best approach is always to refer the customer to that party to resolve the problem.

Accepted Answer

A) True 
 B)False

Question 19

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 20

When asking for information and action,explaining why you're making the request

Accepted Answer

A)  is unnecessary since the audience is likely to comply. 
B)  is part of an effective strategy for getting what you want. 
C)  suggests that you think the audience is unintelligent. 
D)  is viewed as a sign of weakness in most organizations. 
E)  generally reduces the likelihood of receiving a positive response. 
A)  is unnecessary since the audience is likely to comply. 
B)  is part of an effective strategy for getting what you want. 
C)  suggests that you think the audience is unintelligent. 
D)  is viewed as a sign of weakness in most organizations. 
E)  generally reduces the likelihood of receiving a positive response.

Choosing between the direct and indirect approaches in a routine request depends primarily on

What part of a routine request should explain what you are asking the audience to do?

It is not necessary to ask someone's permission before listing his or her name as a job reference.

Routine,positive messages should do all of the following except

When offering compliments in a goodwill message,you should

Unlike traditional press releases,a social media release

Explain why goodwill messages are important,then describe at least two characteristics of effective goodwill messages.

When requesting recommendations,you should use the indirect approach.

When making claims or requesting adjustments,you should begin by

When making a routine request,you should begin with

If you are writing to someone to request a recommendation letter for a job or scholarship,you should include a stamped,preaddressed envelope for mailing.

A crisis management plan

Condolence messages should

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

Your negative comments about a job candidate could be considered defamatory if

Including a deadline in the close of a request

In the body of a routine request,you should

When a third party is at fault in a claim,the best approach is always to refer the customer to that party to resolve the problem.

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

When asking for information and action,explaining why you're making the request

Achieving Success Through Effective Business Communication

Mastering Team Skills and 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

Planning Reports and Proposals

Writing Reports and Proposals

Completing Reports and Proposals

Designing and Delivering Oral and Online Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Format and Layout of Business Documents

Documentation of Report Sources

Handbook of Grammar, Mechanics, and Usage

Filters

Exam 8: Writing Routine and Positive Messages

Choosing between the direct and indirect approaches in a routine request depends primarily on

What part of a routine request should explain what you are asking the audience to do?

It is not necessary to ask someone's permission before listing his or her name as a job reference.

Routine,positive messages should do all of the following except

When offering compliments in a goodwill message,you should

Unlike traditional press releases,a social media release

Explain why goodwill messages are important,then describe at least two characteristics of effective goodwill messages.

When requesting recommendations,you should use the indirect approach.

When making claims or requesting adjustments,you should begin by

When making a routine request,you should begin with

If you are writing to someone to request a recommendation letter for a job or scholarship,you should include a stamped,preaddressed envelope for mailing.

A crisis management plan

Condolence messages should

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

Your negative comments about a job candidate could be considered defamatory if

Including a deadline in the close of a request

In the body of a routine request,you should

When a third party is at fault in a claim,the best approach is always to refer the customer to that party to resolve the problem.

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

When asking for information and action,explaining why you're making the request

Achieving Success Through Effective Business Communication

Mastering Team Skills and 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

Planning Reports and Proposals

Writing Reports and Proposals

Completing Reports and Proposals

Designing and Delivering Oral and Online Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Format and Layout of Business Documents

Documentation of Report Sources

Handbook of Grammar, Mechanics, and Usage

Filters