Question 1

Explain why goodwill messages are important, then describe at least two characteristics of effective goodwill messages.

Accepted Answer

Goodwill messages can improve your relat

Question 2

Dissatisfied customers can request a(n)________, or claim settlement.

Accepted Answer

adjustment
Explanation:Once a

Question 3

In the final section of a request message, you should omit stating specific deadlines to avoid putting too much pressure on your reader.

Accepted Answer

A) True 
 B)False

Question 4

If you have strongly negative information to deliver as part of a positive message, you should

Accepted Answer

A) open with the negative information. 
B) use the indirect approach. 
C) put the negative information in a separate message. 
D) apologize for having to spoil the moment. 
A) open with the negative information. 
B) use the indirect approach. 
C) put the negative information in a separate message. 
D) apologize for having to spoil the moment.

Question 5

Because routine messages are so common in business, it is not necessary to pay attention to your tone when writing them.

Accepted Answer

A) True 
 B)False

Question 6

The categories of routine replies and positive messages include all of the following except

Accepted Answer

A) answering requests for information and action. 
B) granting claims and adjustments. 
C) refusing applicants' resumes. 
D) sending goodwill messages. 
A) answering requests for information and action. 
B) granting claims and adjustments. 
C) refusing applicants' resumes. 
D) sending goodwill messages.

Question 7

Briefly explain how the Internet and social media have changed the nature of the news release.

Accepted Answer

Whereas companies once wrote news releas

Question 8

Routine, positive messages should do all of the following except

Accepted Answer

A) leave your reader with a good impression. 
B) use an indirect approach. 
C) provide all required details. 
D) communicate the information or positive news. 
A) leave your reader with a good impression. 
B) use an indirect approach. 
C) provide all required details. 
D) communicate the information or positive news.

Question 9

A new co-worker recently won a prestigious award for her work on green technologies. Since you do not know her well, you should not send a note to congratulate her on the achievement.

Accepted Answer

A) True 
 B)False

Question 10

When you're writing a routine reply to a positive message, your readers will generally be ________ what you have to say, so. you can use the ________ in your reply.

Accepted Answer

A) interested in; direct approach 
B) resistant to; indirect approach 
C) disinterested in; direct approach 
D) in tune with; indirect approach 
A) interested in; direct approach 
B) resistant to; indirect approach 
C) disinterested in; direct approach 
D) in tune with; indirect approach

Question 11

Your comments about a job candidate could be considered defamatory if

Accepted Answer

A) your comments are restricted to job titles and dates of employment. 
B) you omit important negative information about the candidate in a recommendation letter. 
C) you decline to provide a recommendation because of "company policy." 
D) you cannot prove that those comments are true. 
A) your comments are restricted to job titles and dates of employment. 
B) you omit important negative information about the candidate in a recommendation letter. 
C) you decline to provide a recommendation because of "company policy." 
D) you cannot prove that those comments are true.

Question 12

The best opening for a positive message includes the single most important information you need to give the audience.

Accepted Answer

A) True 
 B)False

Question 13

When a third party is at fault in a claim, the best approach is always to refer the customer to that party to resolve the problem.

Accepted Answer

A) True 
 B)False

Question 14

The close of a routine reply or positive message should

Accepted Answer

A) clearly state who will do what next. 
B) explain the reasons for any negative information you have included. 
C) offer an explanation for why this decision was made. 
D) create some ambiguity, so the audience will be more likely to contact you. 
A) clearly state who will do what next. 
B) explain the reasons for any negative information you have included. 
C) offer an explanation for why this decision was made. 
D) create some ambiguity, so the audience will be more likely to contact you.

Question 15

Messages of ________ recognize the contributions of employees or business associates.

Accepted Answer

appreciation
Explanation:One of the best

Question 16

When asking questions in a request message

Accepted Answer

A) begin with the least important question and work your way up to the most important. 
B) avoid any open-ended questions. 
C) begin with the most important question. 
D) weave your questions into the rest of the content of your message. 
A) begin with the least important question and work your way up to the most important. 
B) avoid any open-ended questions. 
C) begin with the most important question. 
D) weave your questions into the rest of the content of your message.

Question 17

In closing a request for a recommendation, you should include

Accepted Answer

A) an expression of appreciation. 
B) an indication that you've enclosed a stamped, preaddressed envelope. 
C) the full name and address of the person to whom the letter should be sent. 
D) all of the above. 
A) an expression of appreciation. 
B) an indication that you've enclosed a stamped, preaddressed envelope. 
C) the full name and address of the person to whom the letter should be sent. 
D) all of the above.

Question 18

When making a routine request, you should

Accepted Answer

A) use the inductive plan. 
B) assume that the audience is willing to comply. 
C) demand immediate action. 
D) explain the consequences of failing to comply. 
A) use the inductive plan. 
B) assume that the audience is willing to comply. 
C) demand immediate action. 
D) explain the consequences of failing to comply.

Question 19

Why are appreciation messages important? What should they include?

Accepted Answer

It is important to recognize the contrib

Question 20

The opening of a request for a recommendation should include

Accepted Answer

A) a buffer. 
B) a statement implying that you're applying for a position. 
C) a statement on why the recommendation is needed. 
D) an apology for bothering the reader. 
A) a buffer. 
B) a statement implying that you're applying for a position. 
C) a statement on why the recommendation is needed. 
D) an apology for bothering the reader.

Exam 10: Writing Routine and Positive Messages

Explain why goodwill messages are important, then describe at least two characteristics of effective goodwill messages.

Dissatisfied customers can request a(n)________, or claim settlement.

In the final section of a request message, you should omit stating specific deadlines to avoid putting too much pressure on your reader.

If you have strongly negative information to deliver as part of a positive message, you should

Because routine messages are so common in business, it is not necessary to pay attention to your tone when writing them.

The categories of routine replies and positive messages include all of the following except

Briefly explain how the Internet and social media have changed the nature of the news release.

Routine, positive messages should do all of the following except

A new co-worker recently won a prestigious award for her work on green technologies. Since you do not know her well, you should not send a note to congratulate her on the achievement.

When you're writing a routine reply to a positive message, your readers will generally be ________ what you have to say, so. you can use the ________ in your reply.

Your comments about a job candidate could be considered defamatory if

The best opening for a positive message includes the single most important information you need to give the audience.

When a third party is at fault in a claim, the best approach is always to refer the customer to that party to resolve the problem.

The close of a routine reply or positive message should

Messages of ________ recognize the contributions of employees or business associates.

When asking questions in a request message

In closing a request for a recommendation, you should include

When making a routine request, you should

Why are appreciation messages important? What should they include?

The opening of a request for a recommendation should include

Achieving Success Through Effective Business Communication

Mastering Team Skills and Interpersonal Communication

Communicating in a World of Diversity

Planning Business Messages

Writing Business Messages

Completing Business Messages

Electronic Media

Social Media

Visual Media

Writing Negative Messages

Writing Persuasive Messages

Finding, Evaluating, and Processing Information

Planning Reports and Proposals

Writing and Completing Reports and Proposals

Developing Oral and Online Presentations

Enhancing Presentations with Slides and Other Visuals

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Handbook of Grammar, Mechanics, and Usage

Format and Layout of Business Documents

Documentation of Report Sources

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When you're writing a routine reply to a positive message, your readers will generally be what you have to say, so. you can use the in your reply.