Question 1

One of the special considerations when writing an adjustment grant message pertains to overcoming the reader's negative impressions of the company.

Accepted Answer

A) True 
 B)False  True

Question 2

Which of the following is true about internal-operational messages?

Accepted Answer

A)  These are formal messages sent from employees of an organization to outsiders. 
B)  These are messages developed by a business to communicate effectively with its clients. 
C)  These are casual exchanges between the employees of an organization with those of another organization. 
D)  The documents uploaded on the internet cannot be classified as internal-operational messages. 
E)  The formality of such communication ranges from casual to moderately formal to formal. 
A)  These are formal messages sent from employees of an organization to outsiders. 
B)  These are messages developed by a business to communicate effectively with its clients. 
C)  These are casual exchanges between the employees of an organization with those of another organization. 
D)  The documents uploaded on the internet cannot be classified as internal-operational messages. 
E)  The formality of such communication ranges from casual to moderately formal to formal. E

Question 3

Explain the general plan for direct-order messages.

Accepted Answer

The general plan for the direct approach in positive and neutral situations is as follows:
Begin with your objective. If you are seeking information, start by asking for it. If you are giving information, start giving it. Whatever your key point is, lead with it. Whatever else must be covered to complete your objective makes up the bulk of the remainder of the message. End the message with some appropriate friendly comment as you would end a face-to-face communication with the reader.

Question 4

Give a brief account of internal operational messages.

Accepted Answer

Internal-operational communications are

Question 5

In writing a favorable response to an inquiry, it is considered inappropriate to begin the message by stating that you are complying with the reader's request.

Accepted Answer

A) True 
 B)False

Question 6

A routine inquiry should not open with a question or request.

Accepted Answer

A) True 
 B)False

Question 7

If you are seeking only one piece of information in a routine inquiry message, you should _____.

Accepted Answer

A)  begin the message with a specific question 
B)  open the message with an expression of thanks 
C)  write the message using the we-viewpoint 
D)  avoid using the active voice in writing sentences 
E)  use clichés that sound positive to build goodwill 
A)  begin the message with a specific question 
B)  open the message with an expression of thanks 
C)  write the message using the we-viewpoint 
D)  avoid using the active voice in writing sentences 
E)  use clichés that sound positive to build goodwill

Question 8

Messages that contain good news should be written in the indirect order.

Accepted Answer

A) True 
 B)False

Question 9

How would you handle delayed orders and vague orders when writing order acknowledgement messages?

Accepted Answer

In the case of a delayed order, the mess

Question 10

In which of the following situations should one use the direct order in writing a message?

Accepted Answer

A)  In writing a message that is likely to evoke a neutral response from the reader 
B)  In writing a message to persuade a client of a business deal of which he/she is not very convinced 
C)  In writing a message that is likely to evoke a negative response from the reader 
D)  In writing a message offering an explanation to stakeholders in times of crisis 
E)  In writing a message informing a customer about the cancellation of a major order 
A)  In writing a message that is likely to evoke a neutral response from the reader 
B)  In writing a message to persuade a client of a business deal of which he/she is not very convinced 
C)  In writing a message that is likely to evoke a negative response from the reader 
D)  In writing a message offering an explanation to stakeholders in times of crisis 
E)  In writing a message informing a customer about the cancellation of a major order

Question 11

Which of the following guidelines should be followed when writing an order acknowledgement message?

Accepted Answer

A)  Begin with the news of the goods being shipped. 
B)  Use the we-viewpoint. 
C)  Open the message with promotional material. 
D)  Refrain from mentioning expected delays. 
E)  Avoid wasting time in building goodwill. 
A)  Begin with the news of the goods being shipped. 
B)  Use the we-viewpoint. 
C)  Open the message with promotional material. 
D)  Refrain from mentioning expected delays. 
E)  Avoid wasting time in building goodwill.

Question 12

Which of the following should you do when responding favorably to questions in a routine inquiry message?

Accepted Answer

A)  Answer each question in a separate message to ensure clarity. 
B)  Conclude the message with the answer to the reader's question. 
C)  Answer all the questions in a single paragraph. 
D)  Answer the most important question first. 
E)  Request the sender to limit the number of questions. 
A)  Answer each question in a separate message to ensure clarity. 
B)  Conclude the message with the answer to the reader's question. 
C)  Answer all the questions in a single paragraph. 
D)  Answer the most important question first. 
E)  Request the sender to limit the number of questions.

Question 13

Which of the following is a good practice in framing questions for routine inquiry messages?

Accepted Answer

A)  Combining two or more questions to form a compound question 
B)  Avoiding the use of bullets or numbering to order questions 
C)  Placing all the questions in a single, concise paragraph 
D)  Avoiding simple yes or no questions unless required 
E)  Structuring questions in such a way that they merely hint at a need for information 
A)  Combining two or more questions to form a compound question 
B)  Avoiding the use of bullets or numbering to order questions 
C)  Placing all the questions in a single, concise paragraph 
D)  Avoiding simple yes or no questions unless required 
E)  Structuring questions in such a way that they merely hint at a need for information

Question 14

When a message is likely to elicit a positive or neutral response from a reader, the direct approach is preferable.

Accepted Answer

A) True 
 B)False

Question 15

What is the advantage of closing a message with a tailored ending?

Accepted Answer

A)  It allows you to emphasize on the I-viewpoint. 
B)  It puts the writer at the central position. 
C)  It helps in building more goodwill. 
D)  It allows you to use clichés without distracting the reader from the main message. 
E)  It allows you to create a message that is open to various interpretations. 
A)  It allows you to emphasize on the I-viewpoint. 
B)  It puts the writer at the central position. 
C)  It helps in building more goodwill. 
D)  It allows you to use clichés without distracting the reader from the main message. 
E)  It allows you to create a message that is open to various interpretations.

Question 16

Which of the following guidelines should be followed when granting an adjustment?

Accepted Answer

A)  You should avoid using reader-centered language. 
B)  You should reiterate that it was not your company's fault. 
C)  You should use negative words if the reader has accused you or your company. 
D)  You should avoid language that makes the customer's complaint the focus of your message. 
E)  You should use the we-viewpoint in writing your message. 
A)  You should avoid using reader-centered language. 
B)  You should reiterate that it was not your company's fault. 
C)  You should use negative words if the reader has accused you or your company. 
D)  You should avoid language that makes the customer's complaint the focus of your message. 
E)  You should use the we-viewpoint in writing your message.

Question 17

What is the advantage of providing background information or orienting statements in a routine inquiry?

Accepted Answer

A)  They help make the direct opening question in the message sound demanding or blunt. 
B)  They help reduce any startling effect that a direct question might have on the reader. 
C)  They help introduce a reader to the crux of the message immediately. 
D)  They allow the use of the we-viewpoint. 
E)  They ensure that the writer is the focal point of the message. 
A)  They help make the direct opening question in the message sound demanding or blunt. 
B)  They help reduce any startling effect that a direct question might have on the reader. 
C)  They help introduce a reader to the crux of the message immediately. 
D)  They allow the use of the we-viewpoint. 
E)  They ensure that the writer is the focal point of the message.

Question 18

The direct order of writing a message _____.

Accepted Answer

A)  prepares the reader to receive an emotionally-charged message 
B)  offers the writer the flexibility to compose a message that is open to numerous interpretations 
C)  allows the writer to begin with the key point and get to the objective right away without delay 
D)  allows the writer to create a general message that is not adapted to suit a specific audience 
E)  allows the writer to present simple information in a complex manner 
A)  prepares the reader to receive an emotionally-charged message 
B)  offers the writer the flexibility to compose a message that is open to numerous interpretations 
C)  allows the writer to begin with the key point and get to the objective right away without delay 
D)  allows the writer to create a general message that is not adapted to suit a specific audience 
E)  allows the writer to present simple information in a complex manner

Question 19

For the sake of conciseness and clarity, the questions in a routine inquiry should be combined into a single sentence.

Accepted Answer

A) True 
 B)False

Question 20

Karen is responding to a request to use her company's logo in the promotional materials for an upcoming fundraiser that Karen's company is sponsoring. Which of the following openings should Karen use?

Accepted Answer

A)  I have received your message dated August 4, in which you ask… 
B)  Thank you for your message dated August 4. 
C)  Thank you for awaiting our approval. 
D)  We have given your question some thought… 
E)  Yes, you may use the company's logo in promotional materials for… 
A)  I have received your message dated August 4, in which you ask… 
B)  Thank you for your message dated August 4. 
C)  Thank you for awaiting our approval. 
D)  We have given your question some thought… 
E)  Yes, you may use the company's logo in promotional materials for…

One of the special considerations when writing an adjustment grant message pertains to overcoming the reader's negative impressions of the company.

Which of the following is true about internal-operational messages?

Explain the general plan for direct-order messages.

Give a brief account of internal operational messages.

In writing a favorable response to an inquiry, it is considered inappropriate to begin the message by stating that you are complying with the reader's request.

A routine inquiry should not open with a question or request.

If you are seeking only one piece of information in a routine inquiry message, you should _____.

Messages that contain good news should be written in the indirect order.

How would you handle delayed orders and vague orders when writing order acknowledgement messages?

In which of the following situations should one use the direct order in writing a message?

Which of the following guidelines should be followed when writing an order acknowledgement message?

Which of the following should you do when responding favorably to questions in a routine inquiry message?

Which of the following is a good practice in framing questions for routine inquiry messages?

When a message is likely to elicit a positive or neutral response from a reader, the direct approach is preferable.

What is the advantage of closing a message with a tailored ending?

Which of the following guidelines should be followed when granting an adjustment?

What is the advantage of providing background information or orienting statements in a routine inquiry?

The direct order of writing a message _____.

For the sake of conciseness and clarity, the questions in a routine inquiry should be combined into a single sentence.

Karen is responding to a request to use her company's logo in the promotional materials for an upcoming fundraiser that Karen's company is sponsoring. Which of the following openings should Karen use?

Communicating in the Workplace

Understanding the Writing Process and the Main Forms of Business Messages

Using Visuals in Written and Oral Communication

Using an Appropriate Style

Writing Bad-News Messages

Writing Persuasive Messages Proposals

Researching Writing Reports

Writing Short Reports

Communicating Orally

Communicating in the Job Search

Filters

Exam 5: Writing Good-News and Neutral Messages

One of the special considerations when writing an adjustment grant message pertains to overcoming the reader's negative impressions of the company.

Which of the following is true about internal-operational messages?

Explain the general plan for direct-order messages.

Give a brief account of internal operational messages.

In writing a favorable response to an inquiry, it is considered inappropriate to begin the message by stating that you are complying with the reader's request.

A routine inquiry should not open with a question or request.

If you are seeking only one piece of information in a routine inquiry message, you should _____.

Messages that contain good news should be written in the indirect order.

How would you handle delayed orders and vague orders when writing order acknowledgement messages?

In which of the following situations should one use the direct order in writing a message?

Which of the following guidelines should be followed when writing an order acknowledgement message?

Which of the following should you do when responding favorably to questions in a routine inquiry message?

Which of the following is a good practice in framing questions for routine inquiry messages?

When a message is likely to elicit a positive or neutral response from a reader, the direct approach is preferable.

What is the advantage of closing a message with a tailored ending?

Which of the following guidelines should be followed when granting an adjustment?

What is the advantage of providing background information or orienting statements in a routine inquiry?

The direct order of writing a message _____.

For the sake of conciseness and clarity, the questions in a routine inquiry should be combined into a single sentence.

Karen is responding to a request to use her company's logo in the promotional materials for an upcoming fundraiser that Karen's company is sponsoring. Which of the following openings should Karen use?

Communicating in the Workplace

Understanding the Writing Process and the Main Forms of Business Messages

Using Visuals in Written and Oral Communication

Using an Appropriate Style

Writing Bad-News Messages

Writing Persuasive Messages Proposals

Researching Writing Reports

Writing Short Reports

Communicating Orally

Communicating in the Job Search

Filters