Question 1

Claim letters should detail both the problem and the actions required for satisfaction.

Accepted Answer

A) True 
 B)False

Question 2

The paper quality of a letter is an example of ______.

Accepted Answer

A) verbal communication 
B) metacommunication 
C) false communication 
D) telecommunication 
A) verbal communication 
B) metacommunication 
C) false communication 
D) telecommunication

Question 3

An easy way to deliver a negative message in a positive tone is to stress reader benefits.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following is a good reason NOT to apologize?

Accepted Answer

A) Apologizing implies responsibility for wrongdoing. 
B) Apologizing invites legal action against the writer and the organization. 
C) Apologizing can damage a company's image. 
D) all of these 
A) Apologizing implies responsibility for wrongdoing. 
B) Apologizing invites legal action against the writer and the organization. 
C) Apologizing can damage a company's image. 
D) all of these

Question 5

Which of the following is the most frequent reason memos are used in an organization?

Accepted Answer

A) to communicate with groups 
B) copying-in 
C) fixing responsibility 
D) both to communicate with groups and fixing responsibility 
A) to communicate with groups 
B) copying-in 
C) fixing responsibility 
D) both to communicate with groups and fixing responsibility

Question 6

Writers who prepare messages matching their readers' interest are using ______.

Accepted Answer

A) metacommunication 
B) connotations 
C) euphemisms 
D) none of these 
A) metacommunication 
B) connotations 
C) euphemisms 
D) none of these

Question 7

The "you" attitude deals with the writer's feelings and should be expressed as such when writing.

Accepted Answer

A) True 
 B)False

Question 8

The most likely audience question is,"What is the purpose of this message?"

Accepted Answer

A) True 
 B)False

Question 9

"BIF" stands for ______.

Accepted Answer

A) Big Idea First 
B) Best Idea First 
C) Best If Formal 
D) Big Idiom Forgotten 
A) Big Idea First 
B) Best Idea First 
C) Best If Formal 
D) Big Idiom Forgotten

Question 10

Positive responses to claims never need explanation.

Accepted Answer

A) True 
 B)False

Claim letters should detail both the problem and the actions required for satisfaction.

The paper quality of a letter is an example of ______.

An easy way to deliver a negative message in a positive tone is to stress reader benefits.

Which of the following is a good reason NOT to apologize?

Which of the following is the most frequent reason memos are used in an organization?

Writers who prepare messages matching their readers' interest are using ______.

The "you" attitude deals with the writer's feelings and should be expressed as such when writing.

The most likely audience question is,"What is the purpose of this message?"

"BIF" stands for ______.

Positive responses to claims never need explanation.

Communicating in Contemporary Organizations

Understanding the Managerial Communication Process

Communicating With Technology

Managing Meetings and Teams

Making Presentations

Communicating Visually

Writing in the Workplace

Writing Reports and Proposals

Listening

Communicating Nonverbally

Communicating Across Cultures

Managing Conflict

Negotiating

Conducting Interviews

Filters

Exam 8: Writing Routine Messages

Claim letters should detail both the problem and the actions required for satisfaction.

The paper quality of a letter is an example of ______.

An easy way to deliver a negative message in a positive tone is to stress reader benefits.

Which of the following is a good reason NOT to apologize?

Which of the following is the most frequent reason memos are used in an organization?

Writers who prepare messages matching their readers' interest are using ______.

The "you" attitude deals with the writer's feelings and should be expressed as such when writing.

The most likely audience question is,"What is the purpose of this message?"

"BIF" stands for ______.

Positive responses to claims never need explanation.

Communicating in Contemporary Organizations

Understanding the Managerial Communication Process

Communicating With Technology

Managing Meetings and Teams

Making Presentations

Communicating Visually

Writing in the Workplace

Writing Reports and Proposals

Listening

Communicating Nonverbally

Communicating Across Cultures

Managing Conflict

Negotiating

Conducting Interviews

Filters