Question 1

When writing routine requests,you should expect strong resistance from message recipients.

Accepted Answer

A) True 
 B)False

Question 2

Many routine business messages involve such things as teams coordinating their assignments,customers buying products,and colleagues asking if they can meet.Such messages are known as

Accepted Answer

A)  requests. 
B)  expectations. 
C)  apologies. 
D)  claims. 
E)  announcements. 
A)  requests. 
B)  expectations. 
C)  apologies. 
D)  claims. 
E)  announcements.

Question 3

Explain the importance of setting expectations.

Accepted Answer

Working with others involves setting exp

Question 4

Which of the following is least crucial to most routine message development?

Accepted Answer

A)  planning 
B)  proofreading 
C)  drafting 
D)  information gathering 
E)  applying the FAIR test 
A)  planning 
B)  proofreading 
C)  drafting 
D)  information gathering 
E)  applying the FAIR test

Question 5

Which of the following should you focus on during the reviewing step of writing a routine message?

Accepted Answer

A)  message structuring 
B)  design 
C)  proofreading 
D)  audience analysis 
E)  front-loading the message 
A)  message structuring 
B)  design 
C)  proofreading 
D)  audience analysis 
E)  front-loading the message

Question 6

To show your sincerity in an appreciation message,you should

Accepted Answer

A)  include exaggerated displays of gratitude. 
B)  avoid including a rationale for the gratitude. 
C)  make sure that your message is extremely formal. 
D)  focus exclusively on the recipient. 
E)  include a call to action at the end of the message. 
A)  include exaggerated displays of gratitude. 
B)  avoid including a rationale for the gratitude. 
C)  make sure that your message is extremely formal. 
D)  focus exclusively on the recipient. 
E)  include a call to action at the end of the message.

Question 7

Claims are most likely to be successful if they show emotion.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following is a good guideline for messages that express sympathy?

Accepted Answer

A)  Avoid sending sympathy messages to people with whom you have only professional relations. 
B)  In the case of death,avoid mentioning the name of the deceased person in the message. 
C)  Pay the most attention to using exactly the appropriate words. 
D)  Handwrite your expression of sympathy whenever possible. 
E)  Compose long and elaborate messages to express sympathy. 
A)  Avoid sending sympathy messages to people with whom you have only professional relations. 
B)  In the case of death,avoid mentioning the name of the deceased person in the message. 
C)  Pay the most attention to using exactly the appropriate words. 
D)  Handwrite your expression of sympathy whenever possible. 
E)  Compose long and elaborate messages to express sympathy.

Question 9

Rachel walks into her boss's office and makes the following apology: "I was wrong to yell at you when I found out that my trip had been canceled.I did a poor job of controlling my emotions.I'll do better next time." What component of an apology has Rachel failed to include?

Accepted Answer

A)  acknowledgment of a mistake 
B)  acceptance of responsibility 
C)  sincerity and timeliness 
D)  an expression of regret 
E)  a commitment not to repeat the offense 
A)  acknowledgment of a mistake 
B)  acceptance of responsibility 
C)  sincerity and timeliness 
D)  an expression of regret 
E)  a commitment not to repeat the offense

Question 10

When you describe your own role and responsibilities to supervisees,they are more likely to

Accepted Answer

A)  see you as domineering and self-obsessed. 
B)  acknowledge your leadership and accept all your decisions. 
C)  hold you responsible for everything. 
D)  realize that you and they are mutually accountable. 
E)  become more reluctant to be open with you. 
A)  see you as domineering and self-obsessed. 
B)  acknowledge your leadership and accept all your decisions. 
C)  hold you responsible for everything. 
D)  realize that you and they are mutually accountable. 
E)  become more reluctant to be open with you.

Question 11

Updates to policies and procedures,notices of events,and other correspondences that apply to a group of employees and/or customers are called

Accepted Answer

A)  announcements. 
B)  claims. 
C)  directions. 
D)  requests. 
E)  inquiries. 
A)  announcements. 
B)  claims. 
C)  directions. 
D)  requests. 
E)  inquiries.

Question 12

Which of the following is the most important step in planning routine messages?

Accepted Answer

A)  audience analysis 
B)  idea development 
C)  message structuring 
D)  meta message development 
E)  crisis analysis 
A)  audience analysis 
B)  idea development 
C)  message structuring 
D)  meta message development 
E)  crisis analysis

Question 13

Which of the following accurately describes appreciation messages?

Accepted Answer

A)  Your appreciation messages should include several statements about yourself. 
B)  Your appreciation message should include exaggerated displays of gratitude. 
C)  You should avoid explaining why you feel grateful because that sounds defensive. 
D)  You should begin your appreciation messages with an expression of thanks. 
E)  Your appreciation messages should have an informal tone when sent to clients. 
A)  Your appreciation messages should include several statements about yourself. 
B)  Your appreciation message should include exaggerated displays of gratitude. 
C)  You should avoid explaining why you feel grateful because that sounds defensive. 
D)  You should begin your appreciation messages with an expression of thanks. 
E)  Your appreciation messages should have an informal tone when sent to clients.

Question 14

When making requests,______ goes a long way in maintaining goodwill.

Accepted Answer

A)  using a self-oriented,positive tone 
B)  ordering people to complete a task 
C)  keeping the subject line mysterious 
D)  showing respect for the recipient's time 
E)  omitting the rationale for the request 
A)  using a self-oriented,positive tone 
B)  ordering people to complete a task 
C)  keeping the subject line mysterious 
D)  showing respect for the recipient's time 
E)  omitting the rationale for the request

Question 15

Announcements are a form of

Accepted Answer

A)  one-to-one communications. 
B)  one-to-many communications. 
C)  many-to-many communications. 
D)  one-to-many-to-one communications. 
E)  many-to-one-to-many communications. 
A)  one-to-one communications. 
B)  one-to-many communications. 
C)  many-to-many communications. 
D)  one-to-many-to-one communications. 
E)  many-to-one-to-many communications.

Question 16

Which of the following is a common component of all routine messages,including messages that express sympathy?

Accepted Answer

A)  a statement of goodwill 
B)  deadlines 
C)  a rationale for a claim 
D)  a thank-you statement 
E)  an attention getter 
A)  a statement of goodwill 
B)  deadlines 
C)  a rationale for a claim 
D)  a thank-you statement 
E)  an attention getter

When writing routine requests,you should expect strong resistance from message recipients.

Many routine business messages involve such things as teams coordinating their assignments,customers buying products,and colleagues asking if they can meet.Such messages are known as

Explain the importance of setting expectations.

Which of the following is least crucial to most routine message development?

Which of the following should you focus on during the reviewing step of writing a routine message?

To show your sincerity in an appreciation message,you should

Claims are most likely to be successful if they show emotion.

Which of the following is a good guideline for messages that express sympathy?

Rachel walks into her boss's office and makes the following apology: "I was wrong to yell at you when I found out that my trip had been canceled.I did a poor job of controlling my emotions.I'll do better next time." What component of an apology has Rachel failed to include?

When you describe your own role and responsibilities to supervisees,they are more likely to

Updates to policies and procedures,notices of events,and other correspondences that apply to a group of employees and/or customers are called

Which of the following is the most important step in planning routine messages?

Which of the following accurately describes appreciation messages?

When making requests,______ goes a long way in maintaining goodwill.

Announcements are a form of

Which of the following is a common component of all routine messages,including messages that express sympathy?

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

When writing routine requests,you should expect strong resistance from message recipients.

Many routine business messages involve such things as teams coordinating their assignments,customers buying products,and colleagues asking if they can meet.Such messages are known as

Explain the importance of setting expectations.

Which of the following is least crucial to most routine message development?

Which of the following should you focus on during the reviewing step of writing a routine message?

To show your sincerity in an appreciation message,you should

Claims are most likely to be successful if they show emotion.

Which of the following is a good guideline for messages that express sympathy?

Rachel walks into her boss's office and makes the following apology: "I was wrong to yell at you when I found out that my trip had been canceled.I did a poor job of controlling my emotions.I'll do better next time." What component of an apology has Rachel failed to include?

When you describe your own role and responsibilities to supervisees,they are more likely to

Updates to policies and procedures,notices of events,and other correspondences that apply to a group of employees and/or customers are called

Which of the following is the most important step in planning routine messages?

Which of the following accurately describes appreciation messages?

When making requests,______ goes a long way in maintaining goodwill.

Announcements are a form of

Which of the following is a common component of all routine messages,including messages that express sympathy?

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