Deck 20: Writing Correspondence,Emails and Short Reports

Question 1

Why do you need to make a successful combination of opening and closing paragraphs in the body of the business letter?

A)To follow writing conventions
B)To catch the reader's attention and interest and prompt the response you seek
C)To showcase your successful writing skills
D)To develop the point you need to make

Answer 1

B

Question 2

The order and essential parts of the first part of a business letter layout are the

A)date,inside address,writer's name and address,salutation
B)inside address,date,writer's name and address,salutation
C)writer's name and address,date,inside address,salutation
D)reference initials,writer's name and address,date,inside address

Answer 2

C

Question 3

What is NOT included in a letterhead?

A)The company name,address and email address
B)The company telephone,telex and facsimile numbers
C)The name,address,and email address of the sender
D)The reference number and writer's telephone extension

Answer 3

C

Question 4

The 3 X 3 writing process is a

A)metaphor which is used in most writing
B)writing approach for organising and structuring documents
C)systematic plan for developing all written and spoken business communications
D)writing technique which guides the appropriate of language

Question 5

What makes the salutation more personal in a business letter?

A)The month of the year is fully spelled out
B)An attention line is placed three lines below the inside address
C)The reader's address is put at the beginning if the writer knows the reader
D)The first name of the reader is used if the writer knows the reader

Question 6

A business letter is considered successful if

A)it conveys the information in a business-like way
B)the receiver acts on it without undue delay
C)it gets the expected response
D)it is set out in standard business format

Question 7

What are common errors in writing business letters?

A)Using familiar words,short sentences and paragraphs
B)Using familiarity and courtesy
C)Being insincere and negative
D)Including a call to act in closing

Question 8

Why is a paper-based format more formal than online media?

A)It is easier for people to read and more accessible
B)It gives legal or official status and can be stored for future reference
C)People prefer to read documents in paper format
D)It is the traditional format and people have become used to it

Question 9

The first step in the development of any business letter is to

A)decide why the recipient is to get the letter
B)write down the points that are going to be made
C)write down what is going to be said
D)write a draft

Question 10

Business communication is usually designed to

A)initiate action and inform customers
B)persuade customers
C)mitigate the risks associated with complaints
D)a.and b.

Question 11

The complimentary close in a business letter should match

A)the form of address used in the salutation
B)the reader's expectations of a business letter
C)the needs of the writer to make a strong point
D)none of the above

Question 12

What is 'layout' in business writing?

A)The arrangement of information on a page
B)The frame for the body of a business letter
C)The structure of a thesis
D)The graphics used in a business report

Question 13

What are the three main types of business letters?

A)Business,promotional and application
B)Good news,bad news and persuasive
C)Memos,short reports and emails
D)Informational,request and acknowledgement

Question 14

Which writing style is suitable because it speaks personally to a reader?

A)Use of an active voice
B)Use of inclusive language
C)Use of the 'you' approach
D)use of technical terms

Question 15

What is the difference between the 'open style' and the 'mixed style' in punctuation for business letters?

A)Whether or not there is a comma after 'Yours sincerely'
B)Whether or not there is a comma after the salutation and the complimentary close
C)Whether or not there is a comma after 'Yours faithfully'
D)Whether or not there are commas throughout the body of the letter

Question 16

The start of the body of a business letter should

A)inform the reader of the purpose of the letter
B)contain the salutation and a subject line
C)present details and information clearly and concisely
D)catch the reader's attention after opening courteously

Question 17

A business letter with a full block layout format

A)must have open style punctuation
B)must have mixed style punctuation
C)places the sender's address and the date against the right margin
D)places everything in the letter against the left margin

Question 18

In a business letter the 'Yours sincerely' complimentary close is normally used when

A)the person's name is known
B)you write to someone in the organisation who you do not personally know
C)you open with 'Dear Sir' or 'Dear Madam'
D)you write to a group of people to whom you have sent a standardised letter

Question 19

A memo is

A)the standard format of communication within an organisation
B)the standard format of communication within and outside an organisation
C)the formal communication mode within an organisation
D)the formal communication mode within and outside an organisation

Question 20

The Plain English writing style in business letters includes the following features:

A)straightforward layout,Plain English language and assertive tone
B)colloquial language,passive voice and logical structure
C)positive language,clear expression and courteous tone
D)the passive voice only,15-20 words per sentence,low Fog index

Question 21

Persuasive letters aim to move the recipient towards taking some course of action.The strategy for this is to

A)offer a list of benefits or gains and\or warn of the likely consequences such as a loss or potential loss if no action is taken
B)provide the recipient with an explanation of what is required,why it is required and indicate what they need to do
C)get the reader's attention,outline or explain the benefits to them and then ask them to act to meet their desire to obtain the benefits
D)plan the letter so that there are a list of points for taking a particular course of action then present the letter to the recipient

Question 22

A formal email that accompanies or delivers information,such as a report,is

A)an Instruction email
B)a Transmittal email
C)an Authorisation email
D)a Request email

Question 23

The disadvantages of producing a routine memo include that

A)memos cost a lot to produce and lack immediate feedback
B)memos can be used as political tools
C)memos are not as efficient as personal interactions
D)memos are not regarded as formal communication tools

Question 24

Persuasive letters are written when

A)the writer is resistant to writing other types of letters
B)the writer wants to change an attitude in the reader
C)the writer wants to take action on behalf of the reader
D)the writer want to inform the reader about the outcome of a complaint

Question 25

A letter that would most likely motivate a reader to act is

A)a collection letter
B)a sales letter
C)a credit letter
D)a refusal

Question 26

Types of appeals found in persuasive letters are appeals to

A)power,status and gain
B)intellect,emotion and authority
C)benefits,losses,potential benefits and losses
D)inclusion,exclusion,status and vanity

Question 27

Four important aspects of business letter writing style are

A)word choice,letter format,brevity and unity of purpose
B)organisation,emphasis,clarity and forthrightness
C)logic,white space,balance and purpose
D)letterhead,date,salutation and call to action

Question 28

The negative expression,'it is not unlikely that …' can accurately be replaced by the positive

A)'It is likely that …'
B)'It is possible that …'
C)'It is almost certain that …'
D)'It is certain that...'

Question 29

In order to soften the bad news

A)you need to give valid reasons for the refusal
B)you need to detract from the bad news and make some indirect or irrelevant points
C)you should use humour
D)use some friendly expressions

Question 30

The best way to deliver bad news in a letter is

A)to adopt a direct order of information
B)to adopt an indirect order of information
C)to adopt an informal tone
D)to adopt a formal tone

Question 31

The purpose of the AIDA formula in the order of information is

A)to catch the attention and interest of the reader and their desire and willingness to take action
B)to help readers' understanding and draw their attention to the writer
C)to inform the reader and request data from them
D)to appeal to the reader's values and create desire for a product or a service

Question 32

The time taken for the process of communication to develop from a reminder to the urgency stage when writing collection letters depends on

A)the type of credit account
B)the company's knowledge of the debtor
C)the organisation's collection policies
D)all of the above

Question 33

What is the purpose of the indirect order of information?

A)To maintain 'face' for the writer
B)To maintain the reader's goodwill
C)To please the reader
D)To strengthen the writer's purpose

Question 34

Email is

A)the second most widely used application on the Internet
B)a system of transmitting messages from computer to computer
C)a record of correspondence
D)used only for informal communication

Question 35

Effective letter writing requires short sentences with a length of

A)10-15 words
B)5-10 words
C)20-25 words
D)15-20 words

Question 36

The appropriate writing strategy for good news or neutral letters is

A)the circular order of information
B)the circuitous order of information
C)the direct order of information
D)the indirect order of information

Question 37

Which strategies need to be adopted when writing to international recipients?

A)Use short,simple one-idea sentences
B)Use acronyms and sports and military analogies
C)Use emotive words and superlatives
D)Use formal language

Question 38

The use of email should be avoided in situations when

A)sending detailed or complicated information
B)delivering bad news,sensitive news or when you are angry
C)sending material that might be forwarded to others
D)sending material that is not interesting to all possible readers

Question 39

Why do you 'never place the refusal in the last sentence of the letter'?

A)Reader behaviour research suggests that people do not usually read the entire letter
B)The letter needs to be closed positively to foster goodwill
C)The bad news should be placed at the beginning of the letter to save reading time
D)Reasons for the refusal must be seen first so that the reader does not demand compensation

Question 40

Prioritising tasks would occur in which stage of the DRAFS strategy for managing email?

A)Delete
B)Reply
C)Act
D)Forward

Question 41

All companies include a reference Our Ref.or Your Ref.and telephone extension in their letterhead.

Question 42

Memos are often sent to different organisations as formal documents.

Question 43

It is acceptable to write the date ase.g.10\8\15.

Question 44

One difference between a good news letter and a bad news letter is the order of information - direct or indirect.

Question 45

Modified block layout is an attractive and modern layout that is easy to read.

Question 46

The appropriate tone in a business letter displays courtesy towards the reader and confidence in the correspondence.

Question 47

Paper-based business documents make a less formal impression than online written documents.

Question 48

The writing style suited to the body of the letter is the 'you' approach because it reflects the writer's written skills.

Question 49

The subject line should be around six to ten words in length.

Question 50

In writing a bad news letter,you should try stating the refusal in an ambiguous way in order to keep the goodwill of the receiver.

Question 51

The three main short format reports used in business are

A)direct order report,indirect order report and routine order report
B)overview report,incident report and periodic report
C)formal short report,letter report and memorandum report
D)chronological report,problem-solving report and options report

Question 52

As a writing strategy,the salutation helps to focus the reader's attention on the letter's content.

Question 53

Letterheads display the official name,address,telephone,fax,email address and logo,usually at the top of the page.

Question 54

Legal requirements mean that business agreements,contracts and other documents should be paper-based,signed and witnessed.

Question 55

The two main types of layout are full block layout and mixed block layout.

Question 56

According to Lehman and Dufrene 2002 short reports

A)focus on the introduction and body only
B)include only minimum supporting materials to achieve effective communication
C)contain background information,problem identification,options for resolution and recommendations for action
D)contain problem,overview,options,recommended action,and appendices

Question 57

A letter of introduction seeks to create a link between sender and writer.

Question 58

Justification reports,progress reports and periodic reports all require

A)a statement about the report's purpose
B)an thesis statement,a body and a conclusion
C)an indirect order of information
D)a discussion of advantages and disadvantages

Question 59

In order to keep the goodwill of the receiver,the refusal has to be put at the end of the letter.

Question 60

The salutation is the writer's greeting to the receiver.

Question 61

Using capital letters when writing emails helps emphasise a point.

Question 62

Email lists are effective when wanting to distribute information as one-way flow of communication.

Question 63

How can cultural differences impact on a written message? Give examples.

Question 64

What are the seven basic components of a business letter?

Question 65

In preparing a report,creating a mind-map will enable you to work swiftly to produce a complete but concise report.

Question 66

Briefly explain the 'you' approach in writing and justify its use.

Question 67

Explain how a letter of introduction creates a link between the sender and receiver.

Question 68

Both writers and readers can benefit from the explanation of the reasons behind the refusal

Question 69

Persuasive writing is used in sales letters,credit communications,collection letters,job applications and cover letters to resumes.

Question 70

Short reports usually start with introductory material rather than a purpose statement because the receivers are usually aware of the subject matter.

Question 71

A persuasive letter is written to influence the reader to take some action.

Question 72

What are the features of full block layout for a letter? What are the advantages of full block layout?

Question 73

Briefly explain the order of information in a good news letter.Identify four types of good news letters.

Question 74

Why must you always identify the purpose of a letter before you begin writing?

Question 75

Differentiate 'good news','bad news' and 'persuasive' letters.Give an example of business situations when these types of letters might be used.

Question 76

The appeals most often in use in persuasive letters are emotional appeals,informative appeals and appeals to autonomy.

Question 77

Effective sales letters are usually long with any extra information included as enclosures or attachments.

Question 78

Close the letter by referring again to the bad news and repeating your apology.

Question 79

An order refusal declines a request.

Question 80

Identify at least three errors you should avoid when writing a business letter.