Deck 7: Writing Routine and Positive Messages

Question 1

A message sent by an HR manager asking all employees to submit details about overtime performed in the previous quarter is an example of a routine request asking for ________.

A)settlements to claims
B)recommendations
C)adjustments
D)information or action
E)references

Answer 1

D
Explanation: D)Routine requests asking for information or action are used when you need to know about something, elicit an opinion from someone, or request a simple action.

Question 2

When stating your routine request upfront,you should ________.

A)use the phrase "thank you in advance"
B)first offer a justification for the request
C)use a demanding tone to ensure compliance
D)state precisely what you want
E)not assume that your audience will comply

Answer 2

D
Explanation: D)You should be specific about what you want when stating your request upfront in a routine request message.

Question 3

When making a routine request,the body of your message should ________.

A)put your most important request at the end
B)explain and justify your request
C)address multiple topics in one question
D)offer apologies for any inconvenience caused
E)include information about how you can be reached

Answer 3

B
Explanation: B)Use the body of your message to explain your request. Make the explanation a smooth and logical outgrowth of your opening remarks. If complying with the request could benefit the reader, be sure to mention that.

Question 4

When stating your routine request up front,you should ________.

A)use a demanding tone to ensure compliance
B)assume that your audience will comply
C)avoid spelling out exactly what you want
D)first offer a justification for the request
E)use the phrase "thank you in advance"

Question 5

Which of the following is a point to keep in mind when developing routine requests for recommendations?

A)Use the indirect approach for requests for recommendations.
B)Avoid stating why the recommendation is required.
C)Always ask for permission before using someone as a reference.
D)Always offer to pay for the favor.
E)Avoid pressuring the receiver by mentioning a deadline.

Question 6

You are developing a routine request asking the sales personnel in your team to submit their sales figures for the month.Which of the following would most effectively close your message?

A)Please send me the information by Thursday evening so that I can include the information in the monthly sales report. Thank you.
B)These figures should reach my office as soon as possible.
C)I would like to have these figures at the earliest since they need to be included in the monthly sales report. Thanks in advance.
D)Please ensure that this request is complied with by Thursday evening so that I can include the figures in the monthly sales report.
E)I expect this information to be sent by Thursday. Please note that time is of the essence here.

Question 7

The opening of a request for recommendation should ________.

A)include the full name and address of the person to whom the letter should be sent
B)mention the deadline for sending the letter
C)trigger the reader's memory of the relationship he/she had with the person referred
D)include an offer to pay for the service rendered
E)contain a neutral buffer statement or statements

Question 8

The body of a request for recommendations should ________.

A)clearly state the deadline for recommendation
B)include an offer to pay for the service rendered
C)contain a sincere apology for the trouble caused
D)mention the deadline for sending the letter
E)list all the information the recipient would need in order to write the recommendation

Question 9

You should close a request for immediate recommendation with ________.

A)the full name and address of the person to whom the letter should be sent
B)a complete career summary
C)a sincere apology for the trouble caused
D)a mention of the deadline
E)a statement that triggers the reader's memory of the relationship you had

Question 10

Routine requests should begin with ________.

A)a clear statement of request
B)a buffer that builds up to the main request
C)a justification for the request
D)an attention-getting statement, fact or question
E)the phrase "thank you in advance" or similar words of appreciation

Question 11

The closing of a routine request message should include ________.

A)a sincere apology for the inconvenience caused
B)explanations and justifications for the request
C)the phrase "thank you in advance" to ensure compliance
D)a specific request that includes any relevant deadlines
E)questions that will help you organize the message

Question 12

When explaining and justifying your routine request in the body of your message,you should ________.

A)address multiple topics in one question
B)offer apologies for any inconvenience caused
C)put your most important request at the end
D)not assume that your audience will comply
E)break down complex requests into specific questions

Question 13

The body of a request for recommendations should ________.

A)include the full name and address of the person to whom the letter should be sent.
B)mention a deadline for recommendation
C)include an offer to pay for the service rendered
D)contain a sincere apology for the trouble caused
E)contain an expression of appreciation

Question 14

You write to your college professor,asking her to vouch for your skills and abilities to a prospective employer.This is an example of a routine request asking for ________.

A)settlements to claims
B)recommendations
C)adjustments
D)information or action
E)mediation

Question 15

You should close a request for recommendation with ________.

A)the full name and address of the person to whom the letter should be sent
B)a complete career summary
C)a sincere apology for the trouble caused
D)an expression of appreciation
E)a statement that triggers the reader's memory of the relationship you had

Question 16

The opening of a request for recommendation should ________.

A)contain a sincere apology for the trouble caused
B)clearly state why the recommendation is required
C)include an offer to pay for the service rendered
D)include the full name and address of the person to whom the letter should be sent
E)contain a neutral buffer statement or statements

Question 17

The closing of a routine request message should include ________.

A)a sincere apology for the inconvenience caused
B)explanations and justifications for the request
C)the phrase "thank you in advance" to ensure compliance
D)information about how you can be reached
E)questions that will help you organize the message

Question 18

When explaining and justifying multiple requests or questions in the body of your message,you should ________.

A)address all topics in one question
B)offer apologies for any inconvenience caused
C)start with your most important request
D)not assume that your audience will comply
E)avoid asking questions of the reader

Question 19

When developing routine requests for recommendations,one should ________.

A)use the direct approach for requests for recommendations
B)avoid stating why the recommendation is required
C)ask the referee to sign the letter
D)offer to pay for the favor
E)avoid pressuring the receiver by mentioning a deadline

Question 20

When developing routine requests and positive messages,you should ________.

A)slowly build up to the request or main idea
B)not assume that your audience will comply
C)demand action to ensure compliance
D)be non-specific when stating what you want
E)state precisely what you want

Question 21

Routine replies and positive messages should close with ________.

A)a sincere apology for the trouble caused
B)an expression of appreciation or goodwill
C)a detailed explanation of the request
D)a mention of the consequences of non-compliance
E)information about the negative aspects of the request, if any

Question 22

Which of the following is a strategy for routine replies and positive messages?

A)using the indirect approach
B)placing your main idea in the opening of the message
C)opening with an interesting fact or question
D)avoiding embedding negative information in a positive context
E)introducing your main idea in the body of the message

Question 23

Sandra's new laptop is not running some key applications.She sends an email to the company's customer care center explaining the problem.This is an example of a routine request for ________.

A)making a claim
B)information
C)recommendations
D)finalizing a decision
E)adjustment

Question 24

Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?

A)Sympathize with the customer's inconvenience or frustration.
B)Specifically assign blame by name to someone in your organization.
C)Start from the assumption that the information the customer provided is incorrect.
D)Imply that the customer is at fault.
E)Avoid taking or assigning personal responsibility for setting matters straight.

Question 25

Zack's dishwasher has broken down several times since he bought it six months ago.Zack writes a letter to the company's customer care center,explaining his problem and requesting that he receive a replacement for the defective product.This is an example of a routine message ________.

A)asking for information
B)requesting recommendations
C)asking for a decision
D)requesting adjustment
E)requesting action

Question 26

Which of the following is a guideline for making effective claims or requesting adjustments?

A)Always close with a sincere apology for the inconvenience caused.
B)Clearly convey your anger and frustration through your message.
C)Avoid giving a detailed explanation of your claim in the message.
D)Be prepared to back up your claim with relevant documents.
E)Warn the reader of the consequences of non-compliance.

Question 27

Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?

A)Do not go into details of how you plan to resolve the situation.
B)Specifically assign blame to someone in your organization by name.
C)Start from the assumption that the information the customer provided is correct.
D)Imply that the customer is at fault.
E)Avoid taking or assigning personal responsibility for setting matters straight.

Question 28

When making claims or requesting adjustments,you should open with a(n)________.

A)apology for the inconvenience caused
B)straightforward statement of the problem
C)neutral buffer statement
D)expression of your anger and frustration
E)complete and specific explanation of the details of the problem

Question 29

When making claims or requesting adjustments,you should ________.

A)warn the reader of the consequences of inaction
B)apologize for the inconvenience caused
C)clearly convey your anger and frustration
D)keep your cool, no matter how angry or frustrated you are
E)use the indirect approach

Question 30

When sending a request for printed recommendation,you should always ________.

A)offer to pay for the service rendered by the person providing the reference
B)enclose a pre-written letter that the receiver only needs to sign
C)enclose a stamped, preaddressed envelope as a convenience to the other party
D)apologize sincerely for the trouble caused
E)use the indirect approach

Question 31

Which of the following is a strategy for routine replies and positive messages?

A)using the indirect approach
B)introducing your main idea in the body of the message
C)opening with an interesting fact or question
D)embedding any negative information in a favorable context
E)assuming that your audience will generally not be interested in your message

Question 32

This message is likely to be ineffective because it fails to ________.

A)maintain the writer's anger and frustration
B)warn the reader of the consequences of non-compliance
C)include a negative buffer statement in the opening
D)use the indirect approach
E)use a professional tone

Question 33

In the body of your routine message making claims or requesting actions,you should ________.

A)clearly express your anger and frustration
B)warn the reader of the consequences of inaction
C)apologize for the inconvenience caused
D)request specific action
E)give a complete and specific explanation of the details

Question 34

As the HR manager at Greenview Insurance,you wish to communicate to a job applicant that he has been selected for the final interview process for the position of Financial Analyst.Which of the following sentences is the best opening line to use when using the direct approach for positive messages?

A)At Greenview Insurance, we believe in hiring people who share our vision of excellence in customer service.
B)We are pleased to inform you that, after much deliberation and an exhaustive review of your qualifications and test results, we have decided to select you from the pool of applicants for the final interview stage for the position of Financial Analyst at Greenview Insurance.
C)This is to let you know that we have carefully considered your qualifications and test results and compared them with those of our other job applicants and have concluded that you should be shortlisted for the final interview process for the position of Financial Analyst at Greenview Insurance.
D)You have been selected for the final interview for the position of Financial Analyst at Greenview Insurance.
E)Did you know that Greenview Insurance has consistently been rated one of the best employers in the financial sector since its inception in 1984?

Question 35

When making claims or requesting adjustments,you should ________.

A)avoid revealing your contact information
B)use the indirect approach
C)always maintain a professional tone
D)not request specific action; leave that to the reader
E)warn the reader of the consequences of inaction

Question 36

In the close of your routine message making claims or requesting actions,you should ________.

A)politely request specific action
B)apologize for the inconvenience caused
C)warn the reader of the consequences of inaction
D)give a complete, specific explanation of the details of the claim
E)clearly express your anger and frustration

Question 37

Routine replies and positive messages should close with ________.

A)a sincere apology for the trouble caused
B)information highlighting a benefit to the audience
C)a detailed explanation of the request
D)a mention of the consequences of non-compliance
E)information about negative aspects of the request, if any

Question 38

Which of the following statements would best replace the opening of the above message?

A)I am a regular customer at Kian and have always enjoyed the interactive shopping environment and modern and functional designs in your stores.
B)I was always a huge fan of the furniture at Kian and have bought several products from your stores. However, I am very disappointed with my new purchase.
C)Some pieces of a bookcase that I recently bought from your store broke during assembly. Please arrange to give me a complete refund of the price of the bookcase or a voucher for the same amount.
D)I expect a full and complete refund or voucher for the price of the bookcase that I recently bought. Considering that it broke during assembly and is useless to me, don't you think that my request is only fair?
E)I am a regular customer at Kian and have always enjoyed the interactive shopping environment and modern and functional designs in your stores. However, my latest experience has been less than satisfactory.

Question 39

As an expert in business communication,you realize that the following closing line in Roza's message is not likely to be effective: "I want my money to be returned at the earliest.I have bought several products from Kian in the past but will not do so again if this matter is not resolved satisfactorily." Which of the following statements would best replace these lines?

A)Please resolve this issue at the earliest. Also, please keep in mind that I will no longer shop at Kian if this issue is not resolved satisfactorily.
B)I would appreciate a complete refund of my money for this product or a voucher for the same amount. I have bought several pieces from Kian in the past and enjoy your modern and functional designs and excellent customer service.
C)I did enjoy shopping at Kian and your modern and functional designs. However, whether or not I continue shopping from your stores depends on how you respond to my request.
D)I expect a full and complete refund or voucher for the price of the bookcase that I recently bought. Considering that it broke during assembly and is now useless to me, don't you think that my request is only fair?
E)Please give me complete refund of my money or a voucher for the same amount. Otherwise, I'll just have to take my business somewhere else next time.

Question 40

Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?

A)Explain precisely how you have resolved, or plan to resolve, the situation.
B)Specifically assign blame to someone in your organization by name.
C)Start from the assumption that the information the customer provided is incorrect.
D)Imply that the customer is at fault.
E)Avoid taking or assigning personal responsibility for setting matters straight.

Question 41

When writing recommendation letters you should ________.

A)always verify only the dates of employment and job titles
B)never collaborate with the former employee in developing the letter
C)never offer to provide a personal reference
D)omit all negative information
E)ask your human resource department to review the letter before you send it

Question 42

When granting claims and requests for adjustment when the customer is at fault,you should ________.

A)discourage the customer from communicating with the company in the future
B)always apologize, even when the customer is at fault
C)start from the assumption that the information the customer provided is incorrect
D)not argue with the customer's version of events
E)clearly point out that the customer is at fault

Question 43

When granting claims and requests for adjustment when your company is at fault,you should ________.

A)specifically assign blame to someone in your organization by name
B)follow up to verify that your response was correct
C)start from the assumption that the information the customer provided is incorrect
D)imply that the customer is at fault
E)avoid taking or assigning personal responsibility for setting matters straight

Question 44

When writing recommendation letters you should ________.

A)limit your remarks to provable facts
B)never collaborate with the former employee in developing the letter
C)never offer to provide a personal reference
D)omit all negative information
E)never verify anything except the dates of employment and job titles

Question 45

Which of the following would be most effective as the opening statement for a message from a customer service executive of Weaver Designs to the customer,granting the claim?

A)Thanks for contacting us about the dress that you purchased from Weaver Designs. Even though the problem of fading arose from the fact that you washed the dress in hot water, instead of cold -as is spelt out in the washing instructions on the label-we are sending you a replacement.
B)The problem that you brought to our notice occurred because you washed the naturally dyed dress in hot water, instead of cold, as the instructions clearly explain. Nevertheless, we are mailing you a dress identical to the one you purchased.
C)Thanks for contacting us about the dress that you purchased from Weaver Designs. We are mailing you a dress identical to the one you purchased, even though the fading was a result of washing the naturally dyed dress in hot water in the machine.
D)At Weaver Designs, we take pride in making all of our clothes from natural, earth-friendly fabrics and dyes. However, to retain their color and shape, these fabrics need to be washed gently in cold water, either in your machine or by hand, and laid flat to air-dry. From your email, it appears that you neglected to do so. Nevertheless, we are mailing you an identical dress.
E)Weaver Designs is as much about excellence in customer service as it is about green fashion. This is why we are disregarding your error in following the washing instructions indicated on the label of our clothes and are mailing you an identical dress as replacement for the one you damaged.

Question 46

A ________ is a specialized document used to share information with the news media.

A)boilerplate
B)manifesto
C)newsfeed
D)claim
E)press release

Question 47

Which of the following is a guideline for writing a successful news release?

A)Cover multiple, unrelated news items at once.
B)Put your most important idea last.
C)Extensively use self-congratulatory adjectives and adverbs.
D)Follow established industry conventions for style, punctuation, and format.
E)Write in long descriptive sentences and paragraphs.

Question 48

Which of the following would be most effective as the closing for a message from a customer service executive of Weaver Designs to the customer,granting the claim?

A)We appreciate your support in our mission to promote green fashion, and would love to know more about the other ways in which you try to help the environment.
B)We at Weaver Designs would like to minimize such complaints and urge you to double-check washing instructions next time.
C)We at Weaver Designs urge you to carefully read and follow the washing instructions-clearly printed on all labels and packaging-to prolong the life of your clothes and to avoid further claims of this kind.
D)We appreciate your support in our mission to promote green fashion, and are very keen on avoiding such frivolous claims. We are sure you agree with us.
E)Going forward, we recommend that you check for any mistakes from your end before you send out a claim. We appreciate your support in our mission to promote green fashion.

Question 49

When granting claims and requests for adjustment when your company is at fault,you should NOT ________.

A)take or assign personal responsibility for setting matters straight
B)go into the details of how you plan to resolve the situation
C)start from the assumption that the information the customer provided is correct
D)openly sympathize with the customer's situation
E)imply that the customer is at fault

Question 50

When granting claims and requests for adjustment when your company is at fault,you should NOT ________.

A)blame anyone in your organization by name
B)go into the details of how you plan to resolve the situation
C)start from the assumption that the information the customer provided is correct
D)openly sympathize with the customer's situation
E)take or assign personal responsibility for setting matters straight

Question 51

When writing recommendation letters,you should ________.

A)verify only the dates of employment and job titles
B)comment only on your direct working experience with the former employee
C)never collaborate with the former employee in developing the letter
D)omit negative information, if any
E)never offer to provide a personal reference

Question 52

Which of the following would be most effective as the body for a message from a customer service executive of Weaver Designs to the customer,granting the claim?

A)At Weaver Designs, we take pride in making all of our clothes from natural, earth-friendly fabrics and dyes that must not be washed in hot water or put in the dryer. Please ensure that , henceforth, you wash the dress gently in cold water, either in your machine or by hand, and lay flat to air-dry.
B)The problem that you brought to our notice is because you washed the naturally dyed dress in hot water, instead of cold, as the instructions clearly explain. We request you to pay close attention to the washing instructions when you wash this dress.
C)We at Weaver Designs urge you to carefully read and follow the washing instructions-clearly printed on all labels and packaging-to prolong the life of your clothes and to avoid further claims of this kind.
D)At Weaver Designs, we take pride in making all of our clothes from natural, earth-friendly fabrics and dyes. To retain their color and shape, these fabrics need to be washed gently in cold water, either in your machine or by hand, and laid flat to air-dry.
E)This entire issue could have been easily avoided if you had paid attention to the washing instructions printed in no unclear terms on all labels and the packaging.

Question 53

In order to write a successful news release,you should ________.

A)use positive, self-congratulatory adjectives and adverbs
B)cover multiple, unrelated news items at once
C)write in long descriptive sentences and paragraphs
D)put your most important idea first
E)include extraneous facts to add interest

Question 54

Which of the following is a pointer for writing recommendation letters?

A)Omit negative information, if any.
B)Always verify only the dates of employment and job titles.
C)Never collaborate with the former employee in developing the letter.
D)Understand your company's policy to avoid legal complications.
E)Never offer to provide a personal reference.

Question 55

In order to write a successful news release,you should ________.

A)use positive, self-congratulatory adjectives and adverbs
B)focus on one subject
C)write in long descriptive sentences and paragraphs
D)put your most important idea last
E)include extraneous facts to add interest

Question 56

A traditional press release should ________.

A)be written directly to the ultimate audience, such as the readers of a newspaper
B)not follow the customary pattern for a positive message
C)extensively use positive, self-congratulatory adjectives and adverbs
D)cover multiple, unrelated new items that will interest a wide audience
E)present the good news first, followed by details and a positive close.

Question 57

In order to write a successful news release,you should ________.

A)put your most important idea last
B)minimize self-congratulatory adjectives and adverbs
C)write in long descriptive sentences and paragraphs
D)try to cover multiple, unrelated news items at once
E)include extraneous facts to add interest

Question 58

Which of the following is a pointer for writing positive messages?

A)Thank the reader "in advance" for cooperating.
B)Avoid offering additional services.
C)Avoid trite sayings that you may have heard or read.
D)Do not volunteer information about the request.
E)If the message is mixed, present the bad news first.

Question 59

When granting claims and requests for adjustment when your company is at fault,you should ________.

A)specifically assign blame to someone in your organization by name
B)take steps to repair the relationship
C)start from the assumption that the information the customer provided is incorrect
D)imply that the customer is at fault
E)avoid taking or assigning personal responsibility for setting matters straight

Question 60

Which of the following is a guideline for granting claims and requests for adjustment when the customer is at fault?

A)Try to discourage future mistakes without insulting the customer.
B)Always apologize, even when the customer is at fault.
C)Start from the assumption that the information the customer provided is incorrect.
D)Clearly point out that the customer is at fault.
E)Discourage the customer from communicating with the company in the future.

Question 61

Goodwill messages should NOT be ________.

A)unexpected
B)without a direct business purpose
C)exaggerated
D)congratulatory
E)restrained

Question 62

Routine requests do not need to be explained or justified as readers will comply,even if the reason for the request is unclear.

Question 63

While writing messages making a claim or requesting adjustments,open with a clear and calm statement of the problem along with your request.

Question 64

If your routine message is mixed and must convey mildly disappointing information,put the negative portion of your message in a negative context to avoid confusing the reader.

Question 65

When writing condolences,you should ________.

A)avoid recounting humorous anecdotes
B)dwell on the details of the loss
C)ensure that the message is short, simple, and sincere
D)never rely on reputation to write about the special qualities of the deceased
E)offer life advice to help the reader through the event

Question 66

In order to write a successful news release,you should ________.

A)use positive, self-congratulatory adjectives and adverbs
B)try to cover multiple, unrelated news items at once
C)ensure relevance to the specific publications for which it is meant
D)put your most important idea last
E)include extraneous facts to add interest

Question 67

Which of the following is true about social media releases?

A)They emphasize the use of narrative paragraphs over bullet-point content.
B)They present fully developed stories and do not require editors to assemble their own stories.
C)They offer the ability to include videos and other multimedia elements.
D)They are challenging to publicize.
E)They are not electronic-only documents.

Question 68

Readers receiving routine replies and positive messages are generally not expecting it,so use the indirect approach by placing the main idea in the body of the message.

Question 69

When requesting an immediate recommendation,do not mention a deadline because it will come across as discourteous.

Question 70

Which of the following is true about sending goodwill messages?

A)A personal tone is inappropriate when sending congratulations even if you are already friendly with the reader.
B)A handwritten note of appreciation is inappropriate in today's electronic media environment.
C)Send congratulations for personal events only if you know the reader well.
D)In a letter of appreciation, do not specifically mention the person or persons you want to praise, as that can demoralize the others.
E)These messages need not have a direct business purpose.

Question 71

The close of routine replies and positive messages should leave things on a neutral or positive note.

Question 72

In order to write a successful news release,you should ________.

A)use positive, self-congratulatory adjectives and adverbs
B)try to cover multiple, unrelated news items at once
C)break up long sentences and keep paragraphs short
D)put your most important idea last
E)include extraneous facts to add interest

Question 73

Which of the following is a guideline for writing condolence messages?

A)Use formal or poetic phrases.
B)Do not recount humorous anecdotes.
C)Consider mentioning special attributes or resources of the bereaved person.
D)Offer life advice to help the reader face the event.
E)Express shock and dismay through lines such as "He/she was too young to die."

Question 74

Which of the following is true about social media releases?

A)They emphasize the use of bullet-point content over narrative paragraphs.
B)They present fully developed stories and do not require editors to assemble their own stories.
C)In order to eliminate clutter, they should not include videos and other multimedia elements.
D)They are challenging to publicize.
E)They are not electronic-only documents.

Question 75

When using the body of your message to explain multiple requests,start with the most important request.

Question 76

To express goodwill in routine requests,close your message by thanking the reader "in advance" for cooperating.

Question 77

When writing condolences,you should ________.

A)avoid recounting humorous anecdotes
B)dwell on the details of the loss
C)quote poetic passages and use formal phrases
D)open with a simple expression of sympathy
E)refer to death with euphemisms such as "passed away" or "departed"

Question 78

Which of the following is true about sending goodwill messages?

A)If you are already friendly with the reader, a personal tone is appropriate when sending congratulations.
B)A hand-written note of appreciation is inappropriate in today's electronic media environment.
C)Send congratulations for personal events only if you know the reader well.
D)In a letter of appreciation, do not specifically mention the person or persons you want to praise, as that can demoralize the others.
E)Goodwill messages must always serve an immediate business purpose.

Question 79

With routine requests,open with buffer statements that gradually build up to the main idea,which is introduced in the body of the message.

Question 80

Requests for recommendations and references are routine,so you can open your message by clearly stating why the recommendation is required.