Question 1

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 2

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 3

Which statement about audience analysis for routine messages is true?

Accepted Answer

A)  Routine messages are not important, so audience analysis is unnecessary. 
B)  Top management is usually the audience for routine messages, so audience analysis is vital. 
C)  Most routine messages do not contain much content, so little audience analysis is needed. 
D)  The audience is likely to respond positively to routine messages, so little audience analysis is needed. 
E)  Routine messages are not composed very often, so audience analysis must be thorough. 
A)  Routine messages are not important, so audience analysis is unnecessary. 
B)  Top management is usually the audience for routine messages, so audience analysis is vital. 
C)  Most routine messages do not contain much content, so little audience analysis is needed. 
D)  The audience is likely to respond positively to routine messages, so little audience analysis is needed. 
E)  Routine messages are not composed very often, so audience analysis must be thorough.

Question 4

Typically, routine messages deal with complex matters that require in-depth analysis.

Accepted Answer

A) True 
 B)False

Question 5

When choosing between bullets or numbered lists in responding to an inquiry, one must consider whether the order of the items is important.

Accepted Answer

A) True 
 B)False

Question 6

At a team meeting, Larry makes the following apology: "I was wrong in saying that Cathy missed her deadline. I'm sorry that I damaged her reputation. It was my fault for not checking my in-box before I came to the last meeting." What component of an apology has Larry 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 7

Read the following email, which Costa sent to his team. Then choose the answer below that best explains what is wrong with the email. SUBJECT: Weekly team meeting moved to Thursday
Because of the all-company presentation on Wednesday, we are moving our team meeting to Thursday in the same conference room as usual. See you then.

Accepted Answer

A)  The tone is too casual for a business email. 
B)  The message is too short. 
C)  It is not proper memo style to skip the greeting. 
D)  Stating the reason for the change is unnecessary. 
E)  The meeting time is missing. 
A)  The tone is too casual for a business email. 
B)  The message is too short. 
C)  It is not proper memo style to skip the greeting. 
D)  Stating the reason for the change is unnecessary. 
E)  The meeting time is missing.

Question 8

In responses to inquiries, setting off each question is an unnecessary and distracting formatting gimmick.

Accepted Answer

A) True 
 B)False

Question 9

Identify the three central components of setting expectations, and give details about each component.

Accepted Answer

Three components are central in setting

Question 10

In the context of setting expectations, what does it mean to describe responsibilities?

Accepted Answer

A)  encouraging employees to engage in networked communication to solve problems 
B)  designating tasks and work outcomes to certain employees 
C)  setting out the timeline by which the work should be accomplished satisfactorily 
D)  providing guidelines for how employees should communicate and cooperate with one another 
E)  identifying a potential crisis and developing a strategy for avoiding it 
A)  encouraging employees to engage in networked communication to solve problems 
B)  designating tasks and work outcomes to certain employees 
C)  setting out the timeline by which the work should be accomplished satisfactorily 
D)  providing guidelines for how employees should communicate and cooperate with one another 
E)  identifying a potential crisis and developing a strategy for avoiding it

Question 11

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 12

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 13

Which of the following types of messages will probably require the least amount of time for planning and reviewing?

Accepted Answer

A)  routine message 
B)  persuasive message 
C)  bad-news message 
D)  crisis communications message 
E)  public relations message 
A)  routine message 
B)  persuasive message 
C)  bad-news message 
D)  crisis communications message 
E)  public relations message

Question 14

Which of the following is most likely to be a component of a message that expresses sympathy for a death?

Accepted Answer

A)  gaining attention 
B)  offering support 
C)  taking responsibility 
D)  providing rationale 
E)  providing directions 
A)  gaining attention 
B)  offering support 
C)  taking responsibility 
D)  providing rationale 
E)  providing directions

Question 15

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 16

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.

To show your sincerity in an appreciation message, you should

Which of the following accurately describes appreciation messages?

Which statement about audience analysis for routine messages is true?

Typically, routine messages deal with complex matters that require in-depth analysis.

When choosing between bullets or numbered lists in responding to an inquiry, one must consider whether the order of the items is important.

At a team meeting, Larry makes the following apology: "I was wrong in saying that Cathy missed her deadline. I'm sorry that I damaged her reputation. It was my fault for not checking my in-box before I came to the last meeting." What component of an apology has Larry failed to include?

In responses to inquiries, setting off each question is an unnecessary and distracting formatting gimmick.

Identify the three central components of setting expectations, and give details about each component.

In the context of setting expectations, what does it mean to describe responsibilities?

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

Many employees gloss over announcements because announcements

Which of the following types of messages will probably require the least amount of time for planning and reviewing?

Which of the following is most likely to be a component of a message that expresses sympathy for a death?

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

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

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

To show your sincerity in an appreciation message, you should

Which of the following accurately describes appreciation messages?

Which statement about audience analysis for routine messages is true?

Typically, routine messages deal with complex matters that require in-depth analysis.

When choosing between bullets or numbered lists in responding to an inquiry, one must consider whether the order of the items is important.

At a team meeting, Larry makes the following apology: "I was wrong in saying that Cathy missed her deadline. I'm sorry that I damaged her reputation. It was my fault for not checking my in-box before I came to the last meeting." What component of an apology has Larry failed to include?

In responses to inquiries, setting off each question is an unnecessary and distracting formatting gimmick.

Identify the three central components of setting expectations, and give details about each component.

In the context of setting expectations, what does it mean to describe responsibilities?

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

Many employees gloss over announcements because announcements

Which of the following types of messages will probably require the least amount of time for planning and reviewing?

Which of the following is most likely to be a component of a message that expresses sympathy for a death?

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

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

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