Deck 9: Routine Business Messages

Question 1

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

Answer 1

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

Question 2

A successful professional should use an apology only as a last resort.

Answer 2

False
Explanation: Business professionals who are high in emotional intelligence notice how their actions impact others.When they intentionally or unintentionally do harm,they seek to improve the workplace relationships right away.In some cases,making apologies is the appropriate response.

Question 3

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

Answer 3

False
Explanation: The very nature of working with others involves asking and responding to questions.One of the most important strategies for responding to inquiries is to set off each question so your readers can quickly identify responses to particular questions.

Question 4

Expressions of sympathy should usually be brief.

Question 5

Claims are most likely to be successful if they show emotion.

Question 6

Using an other-oriented tone can help you retain goodwill with the recipient of your routine request.

Question 7

Many young managers fail to set expectations because they want to maintain a friendly feeling with subordinates.

Question 8

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

Question 9

To prevent employees and customers from ignoring announcements,the subject line must be specific and must create interest.

Question 10

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

Question 11

When writing routine requests,you should expect strong resistance from message recipients.

Question 12

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

Question 13

Very general messages keep readers from being bogged down in detail and add to the sender's credibility.

Question 14

Appreciation messages should focus exclusively on the recipient.

Question 15

Typically,an announcement is broadcast to very few receivers.

Question 16

The tone for most routine messages should be helpful,professional,and reader centered.

Question 17

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

Question 18

Messages that provide directions and messages that set expectations both involve telling others what to do.

Question 19

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

Question 20

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

Question 21

Linton is developing a routine business message.He is working on his primary message.How long should it be?

A) fewer than 5 words
B) fewer than 10 words
C) between 10 and 20 words
D) at least 25 words
E) at least 50 words

Question 22

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

A) a too-direct subject line
B) the use of short paragraphs
C) the use of bulleted lists
D) short,concise messages
E) overly general messages

Question 23

Which of the following will help guarantee that your information is accurate and reliable?

A) using short sentences
B) including links
C) using special formatting,such as bullets
D) applying the FAIR test
E) front-loading your message

Question 24

Why is efficiency one of the primary goals when sending 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 25

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?

A) The email fails to provide a rationale for the request.
B) The email does not have a specific enough subject line.
C) The tone is too bossy,so it is inappropriate to send to a supervisor.
D) The message does not show respect for Les's time.
E) The email is specific,positive,and shows concern for the department.

Question 26

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

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 27

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

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

Question 28

Read the following email,which Jim sent to his team.Then choose the answer below that best explains what is wrong with the email. SUBJECT: Proposal draft due Friday
Just a reminder that the proposal draft is due Friday for all team's.Please finalize your work ahead of the deadline before Friday.

A) Jim should mention each team member by name.
B) The message is too short.
C) It is not proper memo style to skip the greeting.
D) Jim has not reread the message.
E) Jim has not been clear about when the proposal is due.

Question 29

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.

A) The email is too general to tell Janice anything about Bryan's performance.
B) The tone is too casual for this type of email.
C) It is not Leah's place to send a note praising a colleague to her supervisor.
D) Leah should have waited until Janice asked her opinion.
E) The subject line should be more specific to capture Janice's attention.

Question 30

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

A) using a self-oriented,positive tone
B) ordering people to complete a task
C) keeping the subject line mysterious
D) showing respect for the recipient's time
E) omitting the rationale for the request

Question 31

Many routine business messages involve such things as teams coordinating their assignments,customers buying products,and colleagues asking if they can meet.Such messages are known as

A) requests.
B) expectations.
C) apologies.
D) claims.
E) announcements.

Question 32

Which of the following is least crucial to most routine message development?

A) planning
B) proofreading
C) drafting
D) information gathering
E) applying the FAIR test

Question 33

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

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 34

While drafting a routine message,you should

A) avoid using bullets or numbers.
B) use very long sentences and paragraphs.
C) ensure the tone of the message is reader-centered.
D) place the primary message at the end.
E) avoid using the recipient's name.

Question 35

What is the main challenge that authors of routine messages have to overcome?

A) Finding enough facts to write a routine message is difficult.
B) Readers receive so many routine messages that it is hard to catch their attention.
C) Routine messages require substantial evidence to document their claims.
D) Knowing what the audience wants from a routine message can be very difficult.
E) Most routine messages have complex content that is difficult to simplify.

Question 36

Which of the following is characteristic of a strong routine message?

A) few details
B) short paragraphs
C) general statements
D) little special formatting
E) argumentative language

Question 37

Which of the following is the most important step in planning routine messages?

A) audience analysis
B) idea development
C) message structuring
D) meta message development
E) crisis analysis

Question 38

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

A) message structuring
B) design
C) proofreading
D) audience analysis
E) front-loading the message

Question 39

Which of the following is true about developing routine messages?

A) Routine messages have very few purposes.
B) Routine messages do not need to be planned.
C) Routine messages have little effect on credibility.
D) Routine messages need to be reviewed.
E) Routine messages are rare in business.

Question 40

Which question will help you to establish credibility with the readers of your routine messages?

A) What information does the audience need,and how do they want to receive it?
B) How can I use this message to show off my experience and accomplishments?
C) How can I trim as much detail as possible from this message?
D) What is the most persuasive argument that I can make in this message?
E) What type of formatting will draw the most attention to my design skills?

Question 41

Many employees gloss over announcements because announcements

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 42

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

A) Only senior managers ever have to set expectations for their subordinates.
B) First-time managers are the people who are most comfortable telling others what to do.
C) Setting expectations is directly tied to your ability to foster interpersonal trust in the workplace.
D) The way in which you set expectations for others has little impact on your credibility.
E) Stating goodwill in a message for setting expectations conveys weakness.

Question 43

Announcements are a form of

A) one-to-one communications.
B) one-to-many communications.
C) many-to-many communications.
D) one-to-many-to-one communications.
E) many-to-one-to-many communications.

Question 44

Keiko manages a team of graphic designers.She distributes a document describing in detail each task for an upcoming project.Each task is assigned to a specific member of her team.What aspect of setting expectations does this accomplish?

A) explaining overall expectation
B) providing deadlines
C) stating goodwill
D) discussing coordination
E) describing responsibilities

Question 45

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

A) the rationale for the claim.
B) an emotional reason for the claim.
C) an announcement.
D) a call to action.
E) a step-by-step direction.

Question 46

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?

A) by inserting her answers directly into Keith's paragraph
B) by giving a general summary of the process
C) by writing a new paragraph that contains all her answers
D) by writing her answers to the questions as a numbered or bulleted list
E) by telling Keith that he should model his work on the analysis she did last year

Question 47

Which of the following is most likely to be a component of an appreciation message?

A) an attention getter
B) a quick rationale
C) a call to action
D) a goal for the message
E) a deadline for a task

Question 48

What are claims?

A) codes of conducts for employees
B) requests for other companies to compensate for or correct mistakes they have made
C) detailed timelines by which work should be accomplished satisfactorily
D) guidelines for how employees should communicate and cooperate with one another
E) updates to policies and procedures,notices of events,and other correspondences

Question 49

What can you do to encourage employees to read announcements?

A) Reward employees for reading announcements.
B) Ask employees to take turns writing the announcements.
C) Include links to funny articles or videos in every announcement.
D) Use a specific,catchy subject line that creates interest.
E) Request a read receipt for each announcement.

Question 50

Failure to set expectations will most likely lead to

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

Question 51

What does discussing coordination mean?

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 52

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

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 53

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

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 list.
D) Write the steps using the I-voice.
E) Summarize all the directions in the subject line of the message.

Question 54

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

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

Question 55

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

A) announcements.
B) claims.
C) directions.
D) requests.
E) inquiries.

Question 56

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?

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

Question 57

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

A) making announcements.
B) making claims.
C) responding to inquiries.
D) providing directions.
E) setting expectations.

Question 58

To show your sincerity in an appreciation message,you should

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 59

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

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.

Question 60

Which of the following accurately describes appreciation messages?

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 61

Tim writes a note to his boss to apologize for an embarrassing typo in a recent publication.At the end of the message,he promises that he will not let such a mistake get by him in the future.This promise is an example of

A) acknowledging a mistake.
B) accepting responsibility.
C) offering commitment.
D) redirecting the conversation.
E) stating goodwill.

Question 62

Describe the process of developing a message that makes a claim.

Question 63

What is the foremost requirement of an expression of sympathy?

A) It must be brief.
B) It must be sincere.
C) It must be accompanied by a gift.
D) It must express grief.
E) It must be delivered in person.

Question 64

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

Question 65

Which of the following is true of apologies?

A) Offenses caused by personality clashes do not warrant apologies.
B) It is always good to apologize regardless of whether you are right or wrong.
C) Not all apologies are necessarily good apologies.
D) Business professionals who are high in emotional intelligence never apologize.
E) Apologies are necessary only when you harm someone on purpose.

Question 66

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

A) a statement of goodwill
B) deadlines
C) a rationale for a claim
D) a thank-you statement
E) an attention getter

Question 67

Which of the following is a good guideline for messages that 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 68

How can you prevent employees and customers from ignoring announcements?

Question 69

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

Question 70

Explain why it is appropriate to extend sympathy messages to close professional contacts and how best to formulate those messages.

Question 71

Rachel walks into her boss's office and makes the following apology: "I was wrong to yell at you when I found out that my trip had been canceled.I did a poor job of controlling my emotions.I'll do better next time." What component of an apology has Rachel failed to include?

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 72

Explain the importance of setting expectations.

Question 73

Describe the writing process for routine messages.Explain what is involved in each of the steps.

Question 74

What are the drawbacks of showing excessive appreciation?

Question 75

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

Question 76

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