Question 1

The steps for the deductive sequence approach for a good-news message are

Accepted Answer

A) begin with the details, state the main idea, and end on a friendly thought. 
B) begin with the main idea, provide details and explanation, and end on a future-oriented closing thought. 
C) start with a friendly thought, provide details, and end with the main idea. 
D) none of the above 
A) begin with the details, state the main idea, and end on a friendly thought. 
B) begin with the main idea, provide details and explanation, and end on a future-oriented closing thought. 
C) start with a friendly thought, provide details, and end with the main idea. 
D) none of the above

Question 2

Your company has decided to require all employees to wear picture ID badges,starting next week.Numerous steps are involved to get a photo ID.What would you do to alert the employees of the requirement?

Accepted Answer

A) Send the procedural message in an email to all employees. 
B) Ask each employee to come in for a meeting with you. 
C) Schedule a company-wide meeting to explain the procedure. 
D) Send each employee a form letter to his or her home about the requirement. 
A) Send the procedural message in an email to all employees. 
B) Ask each employee to come in for a meeting with you. 
C) Schedule a company-wide meeting to explain the procedure. 
D) Send each employee a form letter to his or her home about the requirement.

Question 3

Good- or neutral-news messages follow a deductive sequence in which the message begins with the main idea.

Accepted Answer

A) True 
 B)False

Question 4

The usual American strategies for structuring good-news and neutral-news messages can be generally applied to international audiences.

Accepted Answer

A) True 
 B)False

Question 5

A sincere apology message to a customer for a serious mistake made would likely be considered by the customer as

Accepted Answer

A) a negative news message. 
B) an attempt to preserve a relationship. 
C) unwelcomed, since a verbal apology is more meaningful. 
D) a misdirected communication. 
A) a negative news message. 
B) an attempt to preserve a relationship. 
C) unwelcomed, since a verbal apology is more meaningful. 
D) a misdirected communication.

Question 6

Email messages and memos differ from letters in that they are

Accepted Answer

A) written to employees within a company. 
B) less formal in tone and formatting. 
C) subject to less grammatical scrutiny. 
D) more formal in tone. 
A) written to employees within a company. 
B) less formal in tone and formatting. 
C) subject to less grammatical scrutiny. 
D) more formal in tone.

Question 7

Making a choice between an inductive outline or a deductive outline is as important in writing an email message or memorandum as in writing a letter.

Accepted Answer

A) True 
 B)False

Question 8

A technology that provides information about your computer usage to remote third parties is called

Accepted Answer

A) a computer hard drive. 
B) a firewall. 
C) a cookie. 
D) a sensor. 
A) a computer hard drive. 
B) a firewall. 
C) a cookie. 
D) a sensor.

Question 9

Zappos has simplified the information-seeking process for customers through the FAQ section on the company website,effectively reducing the need for customers to call the company.

Accepted Answer

A) True 
 B)False

Question 10

Neutral messages contain content that is not likely to generate an emotional message from the receiver.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following are the most frequently used methods of communicating standard operating procedures and other instructions to employees?

Accepted Answer

A) Memos and email messages 
B) Face-to-face meetings and phone conversations 
C) Phone conversations and instant messaging 
D) Reports and letters 
A) Memos and email messages 
B) Face-to-face meetings and phone conversations 
C) Phone conversations and instant messaging 
D) Reports and letters

Question 12

Voicemail communication is extremely important because on most business calls,you most likely will be leaving a message rather than talking to someone.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following sentences is a good example of a beginning sentence in a favorable reply to a routine request?

Accepted Answer

A) We can definitely assist you in having your regional conference at the Ritz-Carlton. 
B) Thank you for your request. 
C) Please let us know the number of rooms you require first. 
D) I read your request. 
A) We can definitely assist you in having your regional conference at the Ritz-Carlton. 
B) Thank you for your request. 
C) Please let us know the number of rooms you require first. 
D) I read your request.

The steps for the deductive sequence approach for a good-news message are

Your company has decided to require all employees to wear picture ID badges,starting next week.Numerous steps are involved to get a photo ID.What would you do to alert the employees of the requirement?

Good- or neutral-news messages follow a deductive sequence in which the message begins with the main idea.

The usual American strategies for structuring good-news and neutral-news messages can be generally applied to international audiences.

A sincere apology message to a customer for a serious mistake made would likely be considered by the customer as

Email messages and memos differ from letters in that they are

Making a choice between an inductive outline or a deductive outline is as important in writing an email message or memorandum as in writing a letter.

A technology that provides information about your computer usage to remote third parties is called

Zappos has simplified the information-seeking process for customers through the FAQ section on the company website,effectively reducing the need for customers to call the company.

Neutral messages contain content that is not likely to generate an emotional message from the receiver.

Which of the following are the most frequently used methods of communicating standard operating procedures and other instructions to employees?

Voicemail communication is extremely important because on most business calls,you most likely will be leaving a message rather than talking to someone.

Which of the following sentences is a good example of a beginning sentence in a favorable reply to a routine request?

Establishing a Framework for Business Communication

Focusing on Interpersonal and Group Communication

Planning Spoken and Written Messages

Preparing Spoken and Written Messages

Communicating Electronically

Delivering Bad-News Messages

Delivering Persuasive Messages

Understanding the Report Process and Research Methods

Managing Data and Using Graphics

Organizing and Preparing Reports and Proposals

Designing and Delivering Business Presentations

Preparing Résumés and Application Letters

Interviewing for a Job and Preparing Employment Messages

Document Format and Layout Guide

Referencing Styles

Language Review and Exercises

Extension Course Posttest

Extension Course Pretest

Filters

Exam 6: Delivering Good and Neutral News Messages

The steps for the deductive sequence approach for a good-news message are

Your company has decided to require all employees to wear picture ID badges,starting next week.Numerous steps are involved to get a photo ID.What would you do to alert the employees of the requirement?

Good- or neutral-news messages follow a deductive sequence in which the message begins with the main idea.

The usual American strategies for structuring good-news and neutral-news messages can be generally applied to international audiences.

A sincere apology message to a customer for a serious mistake made would likely be considered by the customer as

Email messages and memos differ from letters in that they are

Making a choice between an inductive outline or a deductive outline is as important in writing an email message or memorandum as in writing a letter.

A technology that provides information about your computer usage to remote third parties is called

Zappos has simplified the information-seeking process for customers through the FAQ section on the company website,effectively reducing the need for customers to call the company.

Neutral messages contain content that is not likely to generate an emotional message from the receiver.

Which of the following are the most frequently used methods of communicating standard operating procedures and other instructions to employees?

Voicemail communication is extremely important because on most business calls,you most likely will be leaving a message rather than talking to someone.

Which of the following sentences is a good example of a beginning sentence in a favorable reply to a routine request?

Establishing a Framework for Business Communication

Focusing on Interpersonal and Group Communication

Planning Spoken and Written Messages

Preparing Spoken and Written Messages

Communicating Electronically

Delivering Bad-News Messages

Delivering Persuasive Messages

Understanding the Report Process and Research Methods

Managing Data and Using Graphics

Organizing and Preparing Reports and Proposals

Designing and Delivering Business Presentations

Preparing Résumés and Application Letters

Interviewing for a Job and Preparing Employment Messages

Document Format and Layout Guide

Referencing Styles

Language Review and Exercises

Extension Course Posttest

Extension Course Pretest

Filters