Exam 9: Routine Business Messages

Hannah receives an email from Keith, a subordinate who is about to start analyzing a market research report. Keith has never done this before, so he sends Hannah a long paragraph that contains five questions about the assignment. What is the best way for Hannah to respond to Keith?

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

A message that makes a claim is most likely to close with

Routine requests typically involve cases where you expect strong resistance from message recipients.

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

Which of the following is true about developing routine messages?

What are claims?

What might cause an apology to be considered insincere?

Which of the following will damage the credibility of the author of routine messages?

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.

How can you prevent employees and customers from ignoring announcements?

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

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

Lok meets with the team he oversees, passes out some guidelines for how they should communicate and cooperate with one another on an upcoming project, and asks if they have any questions. What aspect of setting expectations has Lok just done?

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

Three components are central in setting expectations for those you manage: describing responsibilities, providing deadlines, and discussing coordination.

A business professional who becomes aware of harming others and who makes an apology has demonstrated cultural intelligence.

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

Explain strategies you should use in order to respond to inquiries effectively.

Read the following request, which Shana sent to her supervisor. Then choose the answer below that best evaluates the email. SUBJECT: request for vacation time in October Les, as we discussed yesterday, I would like to take the first week in October as vacation time. My niece is getting married, so I want to travel to San Francisco to help with last-minute planning. My current project ends September 20, so the trip should not interfere with any department deadlines. Would you be able to let me know by the end of this week so I can book my airline ticket while I can still get a discount rate?