Exam 8: Positive Messages

Avoid using words such as regret,inconvenience,and misunderstanding in adjustment messages.

A phone call or face-to-face visit is a better channel choice than e-mail when you need to ________.

Phone calls and e-mail messages are usually taken more seriously than a written claim letter.

Vanessa is about to begin the second phase of the 3-x-3 writing process as she works on a letter to her clients.What will she do first in this phase?

When you write messages that request information or action and think your request will be received positively,use the _________ organizational strategy.

The majority of your writing on the job will involve ________.

Adjustment messages that grant customers' claims should be written using the _________ organizational pattern.

Your firm's policy is to respond to some of the comments your customers make on Facebook and Twitter.What should you do when responding to these comments?

Yolanda booked a hotel through an online booking site.Her accommodations were not as the website described.Although she stayed in the hotel,she was dissatisfied and believes that the booking site is at fault.The best way for Yolanda to communicate her unhappiness with the accommodations would be to ________.

The best goodwill messages concentrate on the five Ss.Which of the following is not one of the five Ss?

As you prepare to write a business message,you should first ask,"What communication channel should I use?"

During the third phase of the 3-x-3 writing process,Stephen asks himself the following questions about his message: Are the ideas understandable? Have I used plain English and familiar words? If the message is passed on to others,will they need further explanation? In asking these questions,he is evaluating his message for ________.

Action information and deadlines belong in the ________ of a routine request message.

Routine request and response messages should be written using ________.

Goodwill messages are important to personalizing and strengthening the workplace.(1)Identify and explain the five Ss that apply when writing them and (2)give three types of goodwill messages and describe two scenarios for eachwhere it would be appropriate to send that type of message.

Which of the following is the best opening for an adjustment message?

Here is the information you wanted about ...is a forceful and efficient way to open a message responding to an inquiry.

A colleague has decided to write a negative online review of a restaurant she recently visited and has asked for your advice.What is the best advice you can give her?

Allison has used a bulleted list,ample amounts of white space,and headings in an e-mail message to her supervisor.In doing so,she is trying to ________.

The following statementis an effective way to grant a customer's claim because it shows generosity:Even though we normally don't repair printers that have been mishandled by their owners,we have decided to repair your printer this one time only.