Question 1

Appreciation messages should not appear self-serving in any way.

Accepted Answer

A) True 
 B)False

Question 2

Read the following email,which Jim sent to his team.Then choose the answer below that best explains what is wrong with the email. SUBJECT: Proposal draft due Friday
Just a reminder that the proposal draft is due Friday for all team's.Please finalize your work ahead of the deadline before Friday.

Accepted Answer

A)  Jim should mention each team member by name. 
B)  The message is too short. 
C)  It is not proper memo style to skip the greeting. 
D)  Jim has not reread the message. 
E)  Jim has not been clear about when the proposal is due. 
A)  Jim should mention each team member by name. 
B)  The message is too short. 
C)  It is not proper memo style to skip the greeting. 
D)  Jim has not reread the message. 
E)  Jim has not been clear about when the proposal is due.

Question 3

Very general messages keep readers from being bogged down in detail and add to the sender's credibility.

Accepted Answer

A) True 
 B)False

Question 4

What is the advantage of front-loading a routine message?

Accepted Answer

A)  It ensures that the tone of your message is other-oriented. 
B)  It enables you to elaborate on non-important matters at the end. 
C)  It is an efficient way to make an email less bulky. 
D)  It ensures that the recipients perceive your message as unbiased. 
E)  It makes it easier to grab the reader's attention. 
A)  It ensures that the tone of your message is other-oriented. 
B)  It enables you to elaborate on non-important matters at the end. 
C)  It is an efficient way to make an email less bulky. 
D)  It ensures that the recipients perceive your message as unbiased. 
E)  It makes it easier to grab the reader's attention.

Question 5

What is the main challenge that authors of routine messages have to overcome?

Accepted Answer

A)  Finding enough facts to write a routine message is difficult. 
B)  Readers receive so many routine messages that it is hard to catch their attention. 
C)  Routine messages require substantial evidence to document their claims. 
D)  Knowing what the audience wants from a routine message can be very difficult. 
E)  Most routine messages have complex content that is difficult to simplify. 
A)  Finding enough facts to write a routine message is difficult. 
B)  Readers receive so many routine messages that it is hard to catch their attention. 
C)  Routine messages require substantial evidence to document their claims. 
D)  Knowing what the audience wants from a routine message can be very difficult. 
E)  Most routine messages have complex content that is difficult to simplify.

Question 6

Which of the following is characteristic of a strong routine message?

Accepted Answer

A)  few details 
B)  short paragraphs 
C)  general statements 
D)  little special formatting 
E)  argumentative language 
A)  few details 
B)  short paragraphs 
C)  general statements 
D)  little special formatting 
E)  argumentative language

Question 7

When conducting a FAIR test on a routine message,the most important aspect to consider is respect.

Accepted Answer

A) True 
 B)False

Question 8

How can you construct a good set of directions that is easy to understand?

Accepted Answer

Messages that provide directions share m

Question 9

Which of the following accurately describes the act of setting expectations for others?

Accepted Answer

A)  Only senior managers ever have to set expectations for their subordinates. 
B)  First-time managers are the people who are most comfortable telling others what to do. 
C)  Setting expectations is directly tied to your ability to foster interpersonal trust in the workplace. 
D)  The way in which you set expectations for others has little impact on your credibility. 
E)  Stating goodwill in a message for setting expectations conveys weakness. 
A)  Only senior managers ever have to set expectations for their subordinates. 
B)  First-time managers are the people who are most comfortable telling others what to do. 
C)  Setting expectations is directly tied to your ability to foster interpersonal trust in the workplace. 
D)  The way in which you set expectations for others has little impact on your credibility. 
E)  Stating goodwill in a message for setting expectations conveys weakness.

Question 10

Which of the following is most likely to take place during the drafting stage?

Accepted Answer

A)  creating a professional and helpful tone 
B)  ensuring that the message contains all needed information 
C)  identifying the primary message and key points 
D)  checking for typos 
E)  conducting audience analysis 
A)  creating a professional and helpful tone 
B)  ensuring that the message contains all needed information 
C)  identifying the primary message and key points 
D)  checking for typos 
E)  conducting audience analysis

Question 11

A successful professional should use an apology only as a last resort.

Accepted Answer

A) True 
 B)False

Question 12

When a business professional has to send a message to answer another person's questions,the professional is

Accepted Answer

A)  making announcements. 
B)  making claims. 
C)  responding to inquiries. 
D)  providing directions. 
E)  setting expectations. 
A)  making announcements. 
B)  making claims. 
C)  responding to inquiries. 
D)  providing directions. 
E)  setting expectations.

Question 13

The foremost requirement of any expression of sympathy is that it be sincere.

Accepted Answer

A) True 
 B)False

Question 14

To prevent employees and customers from ignoring announcements,the subject line must be specific and must create interest.

Accepted Answer

A) True 
 B)False

Question 15

Explain why it is appropriate to extend sympathy messages to close professional contacts and how best to formulate those messages.

Accepted Answer

When a close professional contact experi

Question 16

Business professionals who fail to do audience analysis for routine messages lose credibility.

Accepted Answer

A) True 
 B)False

Question 17

Read the following email,which Leah sent to her supervisor.Then choose the answer below that best explains what is wrong with the email. SUBJECT: Praise for our intern's work
Janice,I just wanted to let you know that Bryan is doing exceptional work as an intern.I'm really happy with his effort.

Accepted Answer

A)  The email is too general to tell Janice anything about Bryan's performance. 
B)  The tone is too casual for this type of email. 
C)  It is not Leah's place to send a note praising a colleague to her supervisor. 
D)  Leah should have waited until Janice asked her opinion. 
E)  The subject line should be more specific to capture Janice's attention. 
A)  The email is too general to tell Janice anything about Bryan's performance. 
B)  The tone is too casual for this type of email. 
C)  It is not Leah's place to send a note praising a colleague to her supervisor. 
D)  Leah should have waited until Janice asked her opinion. 
E)  The subject line should be more specific to capture Janice's attention.

Question 18

What is the foremost requirement of an expression of sympathy?

Accepted Answer

A)  It must be brief. 
B)  It must be sincere. 
C)  It must be accompanied by a gift. 
D)  It must express grief. 
E)  It must be delivered in person. 
A)  It must be brief. 
B)  It must be sincere. 
C)  It must be accompanied by a gift. 
D)  It must express grief. 
E)  It must be delivered in person.

Question 19

Many employees gloss over announcements because announcements

Accepted Answer

A)  are typically written in an other-oriented tone. 
B)  typically consist of requests for claims. 
C)  are broadcast to a large number of employees. 
D)  are rarely interesting to read. 
E)  are complicated to understand. 
A)  are typically written in an other-oriented tone. 
B)  typically consist of requests for claims. 
C)  are broadcast to a large number of employees. 
D)  are rarely interesting to read. 
E)  are complicated to understand.

Question 20

Describe the process of developing a message that makes a claim.

Accepted Answer

Claims are requests for other companies

Appreciation messages should not appear self-serving in any way.

Read the following email,which Jim sent to his team.Then choose the answer below that best explains what is wrong with the email. SUBJECT: Proposal draft due Friday Just a reminder that the proposal draft is due Friday for all team's.Please finalize your work ahead of the deadline before Friday.

Very general messages keep readers from being bogged down in detail and add to the sender's credibility.

What is the advantage of front-loading a routine message?

What is the main challenge that authors of routine messages have to overcome?

Which of the following is characteristic of a strong routine message?

When conducting a FAIR test on a routine message,the most important aspect to consider is respect.

How can you construct a good set of directions that is easy to understand?

Which of the following accurately describes the act of setting expectations for others?

Which of the following is most likely to take place during the drafting stage?

A successful professional should use an apology only as a last resort.

When a business professional has to send a message to answer another person's questions,the professional is

The foremost requirement of any expression of sympathy is that it be sincere.

To prevent employees and customers from ignoring announcements,the subject line must be specific and must create interest.

Explain why it is appropriate to extend sympathy messages to close professional contacts and how best to formulate those messages.

Business professionals who fail to do audience analysis for routine messages lose credibility.

Read the following email,which Leah sent to her supervisor.Then choose the answer below that best explains what is wrong with the email. SUBJECT: Praise for our intern's work Janice,I just wanted to let you know that Bryan is doing exceptional work as an intern.I'm really happy with his effort.

What is the foremost requirement of an expression of sympathy?

Many employees gloss over announcements because announcements

Describe the process of developing a message that makes a claim.

Establishing Credibility

Interpersonal Communication and Emotional Intelligence

Team Communication and Difficult Conversations

Communicating Across Cultures

Creating Effective Business Messages

Improving Readability With Style and Design

E-Mail and Other Traditional Tools for Business Communication

Social Media for Business Communication

Persuasive Messages

Bad-News Messages

Research and Business Proposals and Planning for Business Proposals

Completing Business Proposals and Business Reports

Planning Presentations

Delivering Presentations

Employment Communication

Filters

Exam 9: Routine Business Messages

Appreciation messages should not appear self-serving in any way.

Read the following email,which Jim sent to his team.Then choose the answer below that best explains what is wrong with the email. SUBJECT: Proposal draft due Friday Just a reminder that the proposal draft is due Friday for all team's.Please finalize your work ahead of the deadline before Friday.

Very general messages keep readers from being bogged down in detail and add to the sender's credibility.

What is the advantage of front-loading a routine message?

What is the main challenge that authors of routine messages have to overcome?

Which of the following is characteristic of a strong routine message?

When conducting a FAIR test on a routine message,the most important aspect to consider is respect.

How can you construct a good set of directions that is easy to understand?

Which of the following accurately describes the act of setting expectations for others?

Which of the following is most likely to take place during the drafting stage?

A successful professional should use an apology only as a last resort.

When a business professional has to send a message to answer another person's questions,the professional is

The foremost requirement of any expression of sympathy is that it be sincere.

To prevent employees and customers from ignoring announcements,the subject line must be specific and must create interest.

Explain why it is appropriate to extend sympathy messages to close professional contacts and how best to formulate those messages.

Business professionals who fail to do audience analysis for routine messages lose credibility.

Read the following email,which Leah sent to her supervisor.Then choose the answer below that best explains what is wrong with the email. SUBJECT: Praise for our intern's work Janice,I just wanted to let you know that Bryan is doing exceptional work as an intern.I'm really happy with his effort.

What is the foremost requirement of an expression of sympathy?

Many employees gloss over announcements because announcements

Describe the process of developing a message that makes a claim.

Establishing Credibility

Interpersonal Communication and Emotional Intelligence

Team Communication and Difficult Conversations

Communicating Across Cultures

Creating Effective Business Messages

Improving Readability With Style and Design

E-Mail and Other Traditional Tools for Business Communication

Social Media for Business Communication

Persuasive Messages

Bad-News Messages

Research and Business Proposals and Planning for Business Proposals

Completing Business Proposals and Business Reports

Planning Presentations

Delivering Presentations

Employment Communication

Filters