Deck 7: Writing Routine and Positive Messages

Question 1

How should multiple requests or questions in one message be addressed?

A)Address all topics in one question.
B)Offer apologies for any inconvenience caused.
C)Start with the most important question.
D)Do not assume the audience will comply.
E)Avoid asking too many questions of the reader.

Answer 1

C
Explanation: C)Use the body of your message to explain your request. The most important question or request should be first, working back to the least important. To help expedite the response to your request, ask only questions that are central to your main request.

Question 2

In a direct request,where is the request explained in detail?

A)In the opening line of the communication
B)In the opening paragraph of the communication
C)In the body of the communication
D)Repeated several times throughout the entire communication
E)At the close of the communication

Answer 2

C
Explanation: C)Use the body of your message to explain your request, as needed. 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 3

Which of the following is not considered a routine and positive message?

A)Technical support
B)Rejecting suggestions and proposals
C)Replies to routine business matters
D)Good news announcement
E)Thank you notes

Answer 3

B
Explanation: B)Much of your daily business communication will involve routine and positive messages, including routine requests for information or action, replies on routine business matters, and positive messages such as good-news announcements and goodwill messages, from product operation hints and technical support to refunds and ordering glitches.

Question 4

In a good news message the opening of the message should contain what?

A)Reasons for your decision
B)Explanation of your request
C)A clear statement of the request
D)Request for specific action
E)Justification for the message

Question 5

An effective use of a routine message would be to supply product operation support.

Question 6

Telling the audience about relevant deadlines and how you can be reached should be done in which section of the direct formatted message?

A)Opening paragraph
B)Immediately after the explanation of what you want
C)In the body of the message
D)In the closing paragraph of the message
E)In the paragraph above the close that explains information relating to your request

Question 7

When preparing a routine request,what approach is most appropriate to use?

A)Persuasive
B)Indirect approach
C)Bulleted facts
D)Direct approach
E)Social media

Question 8

Which of the following shows the best use of tone when writing a routine request?

A)"I need a copy of the budget."
B)"Send me the latest version of the budget."
C)"Can I have the budget by Tuesday?"
D)"I need you to email the budget immediately."
E)"Please send me a copy of the budget."

Question 9

Which of the following will improve the likelihood of getting the desired response?

A)Ask the audience for their feelings on the topic.
B)State exactly what you want.
C)Explain to the audience what you are working on and ask for their help.
D)Tell the audience how the information will be used.
E)Tell the audience who the information will be forwarded to.

Question 10

How should a routine request begin?

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

Question 11

When determining the format for a message,a direct approach would work best under which conditions?

A)The audience will likely comply.
B)The audience might be upset with the news.
C)The audience has little time to read an explanation before reading the news.
D)The audience will probably not agree with the news.
E)The audience has little understanding of the reason for writing.

Question 12

The close of the routine request should include what?

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 13

What should you do when developing a routine request or a positive message?

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 14

When developing a message,which of the following will contribute to the impact of the message?

A)Assuming the audience has experience with the subject matter
B)Organizing and clarifying all essential information
C)Using words and phrases designed to impress the audience
D)Using subject specific and complex language whenever possible
E)Writing for the most senior member of the organization who may read the message

Question 15

What should the close of a routine request include?

A)A sincere apology for the inconvenience caused
B)An explanation or justification 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 the organization of the message

Question 16

When writing a routine request,it is always good manners to thank the reader in advance for their cooperation.

Question 17

Which of the following is the best way to handle multiple requests when responding to requests from a reader?

A)Send a new message for each request.
B)Use a new paragraph in the body of the message for each request.
C)Discuss the most important request first in the body of the message.
D)Put all the requests in one long paragraph.
E)List the request on an additional page.

Question 18

When deciding to use a routine request format,which of the following should you do?

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 19

What should be done when explaining and justifying the routine request in the body of the message?

A)Address multiple topics in one question.
B)Offer apologies for the inconvenience.
C)Put the most important question last.
D)Offer incentive for the audience to comply.
E)Break down complex requests into specific questions.

Question 20

When making a routine request,what should the writer do in the body of the message?

A)Put the most important request at the end.
B)Explain and justify the request.
C)Address all topics in one question.
D)Offer apologies for any inconvenience caused.
E)Include contact information.

Question 21

When writing for a claim or adjustment,what should be included in the closing paragraph?

A)Specific explanation of reason for the claim
B)An offering of supporting documentation such as receipts
C)A request for specific action
D)A statement of the problem
E)The remedy being sought

Question 22

Which of the following should be included in the body of a request for a recommendation?

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

Question 23

When seeking a recommendation before awarding a contract,what type of information is least likely to be needed from an applicant?

A)Information on skills
B)Information on abilities
C)Information on integrity
D)Information on credit worthiness
E)Information on character

Question 24

Which of the following should a writer do when developing routine requests for recommendation?

A)Use the direct approach for the request
B)Avoid stating why the recommendation is required
C)Offer to write the letter and have the referee sign it
D)Offer to pay for the favor of writing recommendation
E)Avoid pressuring the receiver by mentioning a deadline

Question 25

Which of the following is a common element in a request for information or action?

A)Your position within the organization
B)What will happen if the reader doesn't supply the information
C)What you want to know or what you want the reader to do
D)Who is being copied on the request
E)How you want the response to be formatted

Question 26

What should be accomplished in the opening of a request for a recommendation?

A)The deadline for sending the letter should be mentioned.
B)The reader's memory of the relationship he/she had with the person referred should be triggered.
C)The full name and address of the person to whom the letter should be sent should be obvious.
D)An offer to pay for the service rendered should be included.
E)A neutral buffer statement or statements should be included.

Question 27

When asking for an adjustment from a company,what is being asked for?

A)The settlement of a claim
B)An opportunity to file a formal complaint
C)An opportunity to suggest how a product or service could be improved
D)A resolution to a problem before further steps are required
E)A discount on a product or service

Question 28

Requests for recommendations are generally organized using what approach?

A)Question and answer
B)Direct
C)Indirect
D)Persuasive
E)Free form

Question 29

When making a claim to a company,what is the purpose of the message?

A)To ask for a settlement of the claim
B)To write a formal complaint
C)To suggest how a product or service could be improved
D)To provide a goodwill gesture, allowing the company to improve the product
E)To ask for a resolution to a problem before further steps are required

Question 30

Explain how to develop a strong close for a routine request.

Question 31

When writing for a claim or adjustment,what should be included in the opening paragraph?

A)Specific explanations of the reason for the claim
B)An offering of supporting documentation such as receipts
C)A request for specific action
D)A statement of the problem
E)The remedy being sought

Question 32

Most audiences will comply with a routine message if they feel the writer is not being unreasonable.

Question 33

Which of the following is a key point when providing sources for recommendations?

A)The indirect approach for requests should be used.
B)Avoid stating why the recommendation is required.
C)Always ask permission before using someone as a reference.
D)Always offer to pay the person for their time in writing the reference.
E)Avoid pressuring the receiver by mentioning a deadline.

Question 34

What should the opening of a request for recommendation do?

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 35

Which of the following is a common use of a routine message?

A)Making claims and requesting adjustments
B)Refusing to make a recommendation
C)Determining fault for a missed deadline
D)Developing a marketing pitch
E)Asking for a pay increase during difficult economic times

Question 36

Discuss effective strategies for writing routine business requests.

Question 37

With a direct approach the writer opens with details and justification of the request,moves to the actual request and ends by requesting specific action.

Question 38

Discuss how to develop the body of the routine requests and the benefits of a well-developed message.

Question 39

Unusual or complex requests should be broken down into individual and specific questions.

Question 40

When developing a routine request for a recommendation,what should go in the body of the message?

A)Why the writer wants the position
B)An expression of appreciation
C)Information the recipient needs to write the recommendation
D)Any deadlines that might be important
E)The purpose of the needed recommendation

Question 41

Routine requests should always indicate why it is in the reader's best interest to comply with the request.

Question 42

Letters of recommendation are used primarily by job applicants.

Question 43

Opening statements should be what?

A)Detailed
B)Brief and to the point
C)Neutral
D)Hedge sentences
E)Apologetic

Question 44

Discuss strategies for writing letters for claims and adjustments.

Question 45

Which of the following would not be a goal when responding to routine replies from others?

A)Explain why you can comply with the request.
B)Communicate the information needed.
C)Answer all questions.
D)Provide all necessary details.
E)Leave the reader with a good impression of you and your company.

Question 46

What are the points to be kept in mind when developing a message asking for a recommendation?

Question 47

When seeking a letter of recommendation,the body of the request should list all the information the recipient would need to write the recommendation,including the full name and address or email address of the person to whom the recommendation should be sent.

Question 48

When developing an opening statement for routine messages,what should the writer consider?

A)The most important thing the writer wants to convey
B)The most important thing the audience wants to know
C)The level of detail needed
D)The potential reaction of the audience
E)What channel and medium should be used to convey the message

Question 49

How should a request for a recommendation close?

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

Question 50

Asking for a claim is the same as asking for a settlement to a problem.

Question 51

When making claims or requesting adjustments,which of the following would be the most effective?

A)Warn the reader of the consequences of inaction.
B)Apologize for the inconvenience caused.
C)Clearly convey your anger and frustration.
D)Be professional, no matter how angry or frustrated you are.
E)Use the indirect approach.

Question 52

Routine,positive messages include what type of information in the opening paragraph?

A)Reason for writing
B)How the audience will benefit from complying to the request
C)All relevant details
D)A neutral buffer
E)An introduction to the writer

Question 53

Discuss the ways in which organizations use letters of recommendation.

Question 54

Even simple requests should contain extensive reasons and justifications for the request.

Question 55

When making claims or requesting adjustments,you should do what?

A)Avoid revealing your contact information.
B)Use the indirect approach.
C)Always maintain a professional tone.
D)Leave the specific course of action to the reader.
E)Warn the reader of the consequences of inaction.

Question 56

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 57

If a recommendation is needed quickly,where should that information be indicated?

A)In the opening paragraph
B)In the explanation section
C)In the justification section
D)In the close
E)In a post script

Question 58

When making claims or requesting adjustments,what should be included in the opening?

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

Question 59

Which of the following should be included in the body of your routine message when making claims or requesting action?

A)An expression of your anger and frustration
B)A warning to the reader of the consequences of inaction
C)An apology for the inconvenience caused
D)A request specific action
E)Complete and specific explanation of the details

Question 60

When is it appropriate to use the direct approach for routine messages?

A)When the reader may not be interested in what you have to say
B)When you want to save the reader time
C)When you have something to offer the reader
D)When the readers will be interested in what you have to say
E)When you are composing a message that will stay internal to the organization

Question 61

If follow up action is needed in response to a routine message,identify who will do what and when in the body of the message.

Question 62

Updating someone on projects or the status of an order is an example of what type of routine communication?

A)Goodwill messages
B)Answers to routine requests
C)Claims and adjustment requests
D)Good-news announcements
E)Routine informational messages

Question 63

Which of the following is least likely to be considered a routine or positive message?

A)Answers to routine requests
B)Denial of claims and adjustments
C)Recommendations
D)Routine informational messages
E)Good-news announcements

Question 64

Details in a routine message should be written in the same tone as the opening.

Question 65

A well written response to a request for information or action will do what for the writer?

A)Positively influence the reader's perception of the writer and the organization
B)Negatively influence the reader's perception of the writer and the organization
C)Allow the writer to explain the benefits of working with their firm
D)Encourage customer satisfaction
E)Reinforce the organizations commitment to excellence

Question 66

Which of the following are specialized documents used to share relevant information with the news media?

A)Press releases
B)Direct to consumer news releases
C)Social media releases
D)External releases
E)Internal releases

Question 67

How should routine replies and positive replies close?

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

Question 68

Outline an effective strategy for writing routine replies and positive messages.

Question 69

What is the goal of a letter of recommendation?

A)To verify dates of employment
B)To verify salary
C)To verify the nature of your relationship with the candidate
D)To verify the candidate has the characteristics necessary for the job
E)To verify the candidate is eligible to work at the organization

Question 70

Before responding to a customer complaint,what should first be considered?

A)How upset the customer is
B)How often that particular customer complains
C)How easy it is to rectify the issue
D)Relationship with the customer
E)Company policy for handling customer complaints

Question 71

To soften the blow of a negative response in a direct message,what should the writer include in the body of the message?

A)Specific identification of the negative news
B)The option to seek other solutions
C)Specific reason that lead to the decision
D)As much detail as possible
E)Emphasize how the decision can benefit the audience

Question 72

If a reader may not view a message as positive,what should be included in the body of the message?

A)An explanation of what will happen if the action is not taken
B)An explanation of potential benefits to the reader
C)An explanation of potential benefits to the writer
D)An explanation of the nature of the information being provided
E)An explanation of the reasons for the decision to be followed by the decision

Question 73

The best way to start an opening is to determine the single most important thing to say.

Question 74

When having to convey negative information in a routine message,what should the writer do?

A)Stress only the most positive information
B)Refer to the negative information in general and nonspecific terms
C)Put the negative information in as positive terms as possible
D)Avoid explaining the negative information
E)Use an indirect approach

Question 75

Discuss a strategy for using routine and direct messages for negative news,including examples.

Question 76

When granting the claim when the customer is at fault,what should be included in the body of the letter?

A)An apology
B)A clear indication of what the customer did wrong
C)A clear indication of how the customer can avoid a similar issue in the future
D)The discouragement of similar claims in the future
E)Contact information so the customer can discuss further concerns

Question 77

If negative news is likely to be a surprise to the reader,an indirect approach should be used.

Question 78

When responding to a customer complaint,the best course of action is what?

A)Promise the customer complete satisfaction.
B)Explain how you plan to resolve the issue.
C)Apologize profusely.
D)Promise the issue will never happen again.
E)Indicate to the customer exactly who is to blame.

Question 79

A policy change is an example of what type of message?

A)Goodwill messages
B)Answers to routine requests
C)Claims and adjustment requests
D)Good-news announcements
E)Routine informational messages

Question 80

When dealing with disappointing information,it is best to be blunt.