Question 1

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

Accepted Answer

A) True 
 B)False

Question 2

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 3

To make sure a claim is responded to in the way you want, be sure to use emotional and accusatory language.

Accepted Answer

A) True 
 B)False

Question 4

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 5

Which of the following is a good way to write directions?

Accepted Answer

A)  Compose the message entirely in passive voice. 
B)  Do not complicate the message with additional tips. 
C)  Put the different steps in a numbered or bulleted list. 
D)  Write the steps using the I-voice. 
E)  Summarize all the directions in the subject line of the message. 
A)  Compose the message entirely in passive voice. 
B)  Do not complicate the message with additional tips. 
C)  Put the different steps in a numbered or bulleted list. 
D)  Write the steps using the I-voice. 
E)  Summarize all the directions in the subject line of the message.

Question 6

Explain the different components of a message that makes a request.

Accepted Answer

Like all routine messages, routine reque

Question 7

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 8

Which of the following components is usually found in a set of directions but not in a set of expectations?

Accepted Answer

A)  an explanation of the work outcome 
B)  a description of responsibilities 
C)  a set of deadlines 
D)  step-by-step instructions 
E)  guidelines for working with others 
A)  an explanation of the work outcome 
B)  a description of responsibilities 
C)  a set of deadlines 
D)  step-by-step instructions 
E)  guidelines for working with others

Question 9

Which of the following should you focus on during the drafting stage for routine messages?

Accepted Answer

A)  audience analysis 
B)  idea development 
C)  message structuring 
D)  front-loading the message 
E)  gathering accurate information 
A)  audience analysis 
B)  idea development 
C)  message structuring 
D)  front-loading the message 
E)  gathering accurate information

Question 10

Appreciation messages should focus exclusively on the recipient.

Accepted Answer

A) True 
 B)False

Question 11

Why is efficiency one of the primary goals when sending routine messages?

Accepted Answer

A)  Routine messages require in-depth analysis. 
B)  Routine messages contain elaborately detailed content. 
C)  The structure of routine messages is pyramid shaped. 
D)  The volume of routine messages is high. 
E)  Most professionals rarely write routine messages. 
A)  Routine messages require in-depth analysis. 
B)  Routine messages contain elaborately detailed content. 
C)  The structure of routine messages is pyramid shaped. 
D)  The volume of routine messages is high. 
E)  Most professionals rarely write routine messages.

Question 12

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 13

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

Question 14

Failure to set expectations will most likely lead to

Accepted Answer

A)  employee goodwill. 
B)  team building. 
C)  increased self-determination. 
D)  professional disappointments. 
E)  honored claims. 
A)  employee goodwill. 
B)  team building. 
C)  increased self-determination. 
D)  professional disappointments. 
E)  honored claims.

Question 15

Typically, an announcement is broadcast to very few receivers.

Accepted Answer

A) True 
 B)False

Question 16

Which of the following is a central component in setting expectations for those you manage?

Accepted Answer

A)  making claims 
B)  making requests 
C)  stating goodwill 
D)  providing deadlines 
E)  analyzing audiences 
A)  making claims 
B)  making requests 
C)  stating goodwill 
D)  providing deadlines 
E)  analyzing audiences

Question 17

The step of idea development for routine messages primarily involves

Accepted Answer

A)  coming up with persuasive arguments to support your claim. 
B)  asking yourself how to grab the reader's attention. 
C)  identifying and gathering relevant, accurate, and up-to-date information. 
D)  checking for typos and any signals that you have ignored the needs of others. 
E)  requesting feedback about the message from trusted colleagues. 
A)  coming up with persuasive arguments to support your claim. 
B)  asking yourself how to grab the reader's attention. 
C)  identifying and gathering relevant, accurate, and up-to-date information. 
D)  checking for typos and any signals that you have ignored the needs of others. 
E)  requesting feedback about the message from trusted colleagues.

Question 18

Lok meets with the team he oversees and gives each team member a spreadsheet that shows when various stages of the project are due. The assignments for each team member are shown in a different color. What aspect of setting expectations has Lok just done?

Accepted Answer

A)  describing responsibilities 
B)  setting deadlines 
C)  stating goodwill 
D)  discussing coordination 
E)  providing guidelines 
A)  describing responsibilities 
B)  setting deadlines 
C)  stating goodwill 
D)  discussing coordination 
E)  providing guidelines

Question 19

Expressions of sympathy should be long and eloquent.

Accepted Answer

A) True 
 B)False

Question 20

Explain the importance of setting expectations.

Accepted Answer

Working with others involves setting exp

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

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

To make sure a claim is responded to in the way you want, be sure to use emotional and accusatory language.

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

Which of the following is a good way to write directions?

Explain the different components of a message that makes a request.

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

Which of the following components is usually found in a set of directions but not in a set of expectations?

Which of the following should you focus on during the drafting stage for routine messages?

Appreciation messages should focus exclusively on the recipient.

Why is efficiency one of the primary goals when sending routine messages?

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

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

Failure to set expectations will most likely lead to

Typically, an announcement is broadcast to very few receivers.

Which of the following is a central component in setting expectations for those you manage?

The step of idea development for routine messages primarily involves

Lok meets with the team he oversees and gives each team member a spreadsheet that shows when various stages of the project are due. The assignments for each team member are shown in a different color. What aspect of setting expectations has Lok just done?

Expressions of sympathy should be long and eloquent.

Explain the importance of setting expectations.

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

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

To make sure a claim is responded to in the way you want, be sure to use emotional and accusatory language.

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

Which of the following is a good way to write directions?

Explain the different components of a message that makes a request.

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

Which of the following components is usually found in a set of directions but not in a set of expectations?

Which of the following should you focus on during the drafting stage for routine messages?

Appreciation messages should focus exclusively on the recipient.

Why is efficiency one of the primary goals when sending routine messages?

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

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

Failure to set expectations will most likely lead to

Typically, an announcement is broadcast to very few receivers.

Which of the following is a central component in setting expectations for those you manage?

The step of idea development for routine messages primarily involves

Lok meets with the team he oversees and gives each team member a spreadsheet that shows when various stages of the project are due. The assignments for each team member are shown in a different color. What aspect of setting expectations has Lok just done?

Expressions of sympathy should be long and eloquent.

Explain the importance of setting expectations.

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