Question 1

How does the assessment of a reader's likely reaction influence the construction of a business message?

Accepted Answer

Writing business messages requires caref

Question 2

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 3

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

Accepted Answer

A) True 
 B)False

Question 4

Which of the following sentences would be most likely to convey the right tone in a claim message?

Accepted Answer

A)  I cannot believe that you sent us a broken product! 
B)  I'm extremely disappointed with your subpar service. 
C)  I expected your company to be more professional in handling my order. 
D)  Please send us a replacement by January 1. 
E)  You got my order wrong,and want it to be replaced ASAP. 
A)  I cannot believe that you sent us a broken product! 
B)  I'm extremely disappointed with your subpar service. 
C)  I expected your company to be more professional in handling my order. 
D)  Please send us a replacement by January 1. 
E)  You got my order wrong,and want it to be replaced ASAP.

Question 5

Outline the plan recommended for a routine inquiry message.

Accepted Answer

The plan recommended for a routine inqui

Question 6

Which of the following illustrates the most positive way of explaining a shipping delay?

Accepted Answer

A)  Your order of 20 bolts of dyed silk will not be shipped until March 30 due to a production delay. 
B)  Due to unforeseen circumstances,we are unable to ship your order. 
C)  Because we aren't producing dyed silk at this time,you will receive your order sometime in late March. 
D)  We cannot ship the bolts of dyed silk you have ordered until next month,because dyeing does not resume until February 1. 
E)  Our silk dyeing process resumes on February 1;your order of 20 bolts of dyed silk will arrive on March 30. 
A)  Your order of 20 bolts of dyed silk will not be shipped until March 30 due to a production delay. 
B)  Due to unforeseen circumstances,we are unable to ship your order. 
C)  Because we aren't producing dyed silk at this time,you will receive your order sometime in late March. 
D)  We cannot ship the bolts of dyed silk you have ordered until next month,because dyeing does not resume until February 1. 
E)  Our silk dyeing process resumes on February 1;your order of 20 bolts of dyed silk will arrive on March 30.

Question 7

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

Accepted Answer

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

Question 8

In writing a favorable response to an inquiry containing several questions,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 9

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

Accepted Answer

A)  It allows you to emphasize 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 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 10

Explain the process of closing routine messages with goodwill.

Accepted Answer

While closing routine messages,you shoul

Question 11

Which of the following is true of order acknowledgements?

Accepted Answer

A)  You should not use the you-viewpoint when writing acknowledgements. 
B)  You must use a highly formal style when writing acknowledgements. 
C)  Acknowledgements are typically written using the indirect plan of organizing information. 
D)  The sole purpose of writing acknowledgements is to help build goodwill. 
E)  Acknowledgements let people who order goods know the status of their orders. 
A)  You should not use the you-viewpoint when writing acknowledgements. 
B)  You must use a highly formal style when writing acknowledgements. 
C)  Acknowledgements are typically written using the indirect plan of organizing information. 
D)  The sole purpose of writing acknowledgements is to help build goodwill. 
E)  Acknowledgements let people who order goods know the status of their orders.

Question 12

In the context of writing order acknowledgements,when delays are routine and expected and do not pose a serious problem,you should use the indirect approach.

Accepted Answer

A) True 
 B)False

Question 13

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

Accepted Answer

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

Question 14

A when writing a claim that you have good reason to believe will result in an adjustment,you should use the indirect order.

Accepted Answer

A) True 
 B)False

Question 15

How should you structure questions in a routine inquiry message?

Accepted Answer

Questions in a routine inquiry should us

Question 16

Create three brief examples: one of a situation where a casual internal-operational message would be appropriate,one of a situation where a moderately formal internal-operational message would be appropriate,and one of a situation where a formal internal-operational message would be appropriate.

Accepted Answer

Answers will vary.Possible examples incl

Question 17

Which of the following sentences would be most effective in attracting attention as part of a routine inquiry about an advertised product?

Accepted Answer

A)  It would be nice if you would tell me more about the company retreat facilities that were advertised in the most recent edition of Business Today. 
B)  Could you please answer the following questions regarding the company retreat facilities that were advertised in the most recent edition of Business Today? 
C)  I saw your company retreat facilities advertisement in Business Today,and I want to know more about them. 
D)  Your new company retreat facilities appears to meet our needs well,and we would like to know more about them. 
E)  Please refer to your latest company retreat facilities advertisement.I have a few questions about it. 
A)  It would be nice if you would tell me more about the company retreat facilities that were advertised in the most recent edition of Business Today. 
B)  Could you please answer the following questions regarding the company retreat facilities that were advertised in the most recent edition of Business Today? 
C)  I saw your company retreat facilities advertisement in Business Today,and I want to know more about them. 
D)  Your new company retreat facilities appears to meet our needs well,and we would like to know more about them. 
E)  Please refer to your latest company retreat facilities advertisement.I have a few questions about it.

Question 18

Ozqur owns a chain of frozen yogurt shops.After one of his employees had a particularly scary encounter with a patron,he writes a memo to his employees outlining the new procedure for dealing with difficult or threatening customers.This message is most likely a ______ message.

Accepted Answer

A)  casual internal-operational 
B)  formal internal-operational 
C)  moderately formal internal-operational 
D)  formal external-operational 
E)  moderately formal external-operational 
A)  casual internal-operational 
B)  formal internal-operational 
C)  moderately formal internal-operational 
D)  formal external-operational 
E)  moderately formal external-operational

Question 19

Which of the following sentences is most likely to build goodwill in a routine inquiry message?

Accepted Answer

A)  Please sign and return the paperwork by October 5 so that we may keep to the proposed schedule. 
B)  Thanks in advance for returning the signed paperwork as soon as possible. 
C)  A prompt return of the signed paperwork will be highly appreciated. 
D)  Hoping to hear from you soon. 
E)  Please return the signed paperwork at your convenience. 
A)  Please sign and return the paperwork by October 5 so that we may keep to the proposed schedule. 
B)  Thanks in advance for returning the signed paperwork as soon as possible. 
C)  A prompt return of the signed paperwork will be highly appreciated. 
D)  Hoping to hear from you soon. 
E)  Please return the signed paperwork at your convenience.

Question 20

Which of the following concluding sentences is most likely to build goodwill in a routine inquiry message?

Accepted Answer

A)  Your prompt reply to our proposal by August 31 will allow us to start our work on time. 
B)  We would appreciate an early response. 
C)  We know that you will be kind enough to help us.Thank you in advance. 
D)  Hoping to hear from you ASAP. 
E)  Please return the completed project reports at your convenience. 
A)  Your prompt reply to our proposal by August 31 will allow us to start our work on time. 
B)  We would appreciate an early response. 
C)  We know that you will be kind enough to help us.Thank you in advance. 
D)  Hoping to hear from you ASAP. 
E)  Please return the completed project reports at your convenience.

How does the assessment of a reader's likely reaction influence the construction of a business message?

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

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

Which of the following sentences would be most likely to convey the right tone in a claim message?

Outline the plan recommended for a routine inquiry message.

Which of the following illustrates the most positive way of explaining a shipping delay?

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

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

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

Explain the process of closing routine messages with goodwill.

Which of the following is true of order acknowledgements?

In the context of writing order acknowledgements,when delays are routine and expected and do not pose a serious problem,you should use the indirect approach.

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

A when writing a claim that you have good reason to believe will result in an adjustment,you should use the indirect order.

How should you structure questions in a routine inquiry message?

Create three brief examples: one of a situation where a casual internal-operational message would be appropriate,one of a situation where a moderately formal internal-operational message would be appropriate,and one of a situation where a formal internal-operational message would be appropriate.

Which of the following sentences would be most effective in attracting attention as part of a routine inquiry about an advertised product?

Ozqur owns a chain of frozen yogurt shops.After one of his employees had a particularly scary encounter with a patron,he writes a memo to his employees outlining the new procedure for dealing with difficult or threatening customers.This message is most likely a ______ message.

Which of the following sentences is most likely to build goodwill in a routine inquiry message?

Which of the following concluding sentences is most likely to build goodwill in a routine inquiry message?

Communicating in the Workplace

Writing Effectively for Your Audience, Purpose, and Medium

Designing Documents With Visual Appeal

Communicating With Visuals

Crafting Effective Sentences and Paragraphs

Building Positive Relationships Through Communication

Communicating Across Cultures

Writing Bad-News Messages

Writing Persuasive Messages and Proposals

Researching Writing Reports

Creating the Right Type of Report

Delivering Business Presentations and Speeches

Putting Interpersonal Communication Skills to Work in Conversations and Meetings

Communicating in the Job Search

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Exam 8: Writing Good-News and Neutral Messages

How does the assessment of a reader's likely reaction influence the construction of a business message?

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

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

Which of the following sentences would be most likely to convey the right tone in a claim message?

Outline the plan recommended for a routine inquiry message.

Which of the following illustrates the most positive way of explaining a shipping delay?

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

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

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

Explain the process of closing routine messages with goodwill.

Which of the following is true of order acknowledgements?

In the context of writing order acknowledgements,when delays are routine and expected and do not pose a serious problem,you should use the indirect approach.

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

A when writing a claim that you have good reason to believe will result in an adjustment,you should use the indirect order.

How should you structure questions in a routine inquiry message?

Create three brief examples: one of a situation where a casual internal-operational message would be appropriate,one of a situation where a moderately formal internal-operational message would be appropriate,and one of a situation where a formal internal-operational message would be appropriate.

Which of the following sentences would be most effective in attracting attention as part of a routine inquiry about an advertised product?

Ozqur owns a chain of frozen yogurt shops.After one of his employees had a particularly scary encounter with a patron,he writes a memo to his employees outlining the new procedure for dealing with difficult or threatening customers.This message is most likely a ______ message.

Which of the following sentences is most likely to build goodwill in a routine inquiry message?

Which of the following concluding sentences is most likely to build goodwill in a routine inquiry message?

Communicating in the Workplace

Writing Effectively for Your Audience, Purpose, and Medium

Designing Documents With Visual Appeal

Communicating With Visuals

Crafting Effective Sentences and Paragraphs

Building Positive Relationships Through Communication

Communicating Across Cultures

Writing Bad-News Messages

Writing Persuasive Messages and Proposals

Researching Writing Reports

Creating the Right Type of Report

Delivering Business Presentations and Speeches

Putting Interpersonal Communication Skills to Work in Conversations and Meetings

Communicating in the Job Search

Filters