Question 1

Which of the following guidelines should be followed when writing an effective message carrying good news?

Accepted Answer

A)  The message should be written using the indirect order of organizing information. 
B)  All the details of the message should be covered in the first paragraph. 
C)  The objective of the message should be made clear within the first paragraph. 
D)  The objective or key point of the message should be presented at the end of the message. 
E)  The message should use the we-viewpoint instead of the you-viewpoint. 
A)  The message should be written using the indirect order of organizing information. 
B)  All the details of the message should be covered in the first paragraph. 
C)  The objective of the message should be made clear within the first paragraph. 
D)  The objective or key point of the message should be presented at the end of the message. 
E)  The message should use the we-viewpoint instead of the you-viewpoint.

Question 2

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

Accepted Answer

A)  They are usually used to give quick responses to work issues. 
B)  They do not require careful construction or wording. 
C)  They begin by stating their objectives and then systematically discuss vital information. 
D)  They are typically written to present policies and procedures. 
E)  They are typically collected and kept in manuals for further reference. 
A)  They are usually used to give quick responses to work issues. 
B)  They do not require careful construction or wording. 
C)  They begin by stating their objectives and then systematically discuss vital information. 
D)  They are typically written to present policies and procedures. 
E)  They are typically collected and kept in manuals for further reference.

Question 3

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 4

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 5

If you are seeking only one piece of information in a routine inquiry message, you should

Accepted Answer

A)  begin the message with a specific question. 
B)  open the message with an expression of thanks. 
C)  write the message using the I-viewpoint. 
D)  avoid using the active voice in writing sentences. 
E)  use clichés that sound positive to build goodwill. 
A)  begin the message with a specific question. 
B)  open the message with an expression of thanks. 
C)  write the message using the I-viewpoint. 
D)  avoid using the active voice in writing sentences. 
E)  use clichés that sound positive to build goodwill.

Question 6

Your goal in a claim message is to convince your reader that you deserve a remedy or compensation for the situation that has occurred.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following is the most effective method of making questions stand out in a routine message?

Accepted Answer

A)  combining two or more questions in a sentence 
B)  structuring questions in true question form 
C)  placing all the questions in a single paragraph 
D)  avoiding the use of bullets to list questions 
E)  including as many questions as possible in each paragraph 
A)  combining two or more questions in a sentence 
B)  structuring questions in true question form 
C)  placing all the questions in a single paragraph 
D)  avoiding the use of bullets to list questions 
E)  including as many questions as possible in each paragraph

Question 8

How should a direct claim message be organized?

Accepted Answer

A direct claim message should open with

Question 9

When writing a favorable response to a customer inquiry, you should avoid adding comments, questions, suggestions, or additional information even if such material is relevant to the reader's original request.

Accepted Answer

A) True 
 B)False

Question 10

You are most likely to build goodwill with your readers by using

Accepted Answer

A)  clichés that sound polite. 
B)  a closing that is tailored to your message. 
C)  colloquial or conversational language. 
D)  phrases such as "at your convenience" or "as soon as possible." 
E)  the we-viewpoint. 
A)  clichés that sound polite. 
B)  a closing that is tailored to your message. 
C)  colloquial or conversational language. 
D)  phrases such as "at your convenience" or "as soon as possible." 
E)  the we-viewpoint.

Question 11

When including bad news in a favorable response, you should

Accepted Answer

A)  place the bad news in secondary positions. 
B)  avoid using space emphasis. 
C)  present the bad news at the end of the message. 
D)  present the bad news at the beginning of the message. 
E)  present the bad news in the main clause of the message. 
A)  place the bad news in secondary positions. 
B)  avoid using space emphasis. 
C)  present the bad news at the end of the message. 
D)  present the bad news at the beginning of the message. 
E)  present the bad news in the main clause of the message.

Question 12

Elewa needs an immediate response from her client about an incomplete order. Which of the following closing statements should she use in her message to the client?

Accepted Answer

A)  Thank you! I will be expecting a response from you soon. 
B)  If you need further information, please don't hesitate to ask me. 
C)  Please contact me as soon as possible. 
D)  Please send me these details at your convenience. 
E)  Please reply by 2:00 p.m. to ensure that your order ships today. 
A)  Thank you! I will be expecting a response from you soon. 
B)  If you need further information, please don't hesitate to ask me. 
C)  Please contact me as soon as possible. 
D)  Please send me these details at your convenience. 
E)  Please reply by 2:00 p.m. to ensure that your order ships today.

Question 13

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 14

Briefly explain the nature of internal-operational communications and the tone used in such messages.

Accepted Answer

Internal-operational communications are

Question 15

Which of the following guidelines should be followed when answering two or more questions in a favorable response message?

Accepted Answer

A)  Answer the questions in order of simplest to most complex. 
B)  Respond to the most important query as quickly as possible, then follow up with a second message addressing the less important questions. 
C)  Avoid telling the reader that you are complying with his or her request, as it sounds redundant. 
D)  Avoid numbering your answers, unless the questions they are responding to were also numbered. 
E)  Arrange the answers in the same order as the corresponding questions in the inquiry message. 
A)  Answer the questions in order of simplest to most complex. 
B)  Respond to the most important query as quickly as possible, then follow up with a second message addressing the less important questions. 
C)  Avoid telling the reader that you are complying with his or her request, as it sounds redundant. 
D)  Avoid numbering your answers, unless the questions they are responding to were also numbered. 
E)  Arrange the answers in the same order as the corresponding questions in the inquiry message.

Question 16

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

Accepted Answer

A)  Thank you in advance for your help. We expect a reply as soon as possible. 
B)  Please respond to our queries at your convenience. 
C)  As we must begin production on July 15, I'd appreciate your response by that date. 
D)  Thank you for your cooperation in assisting us with our queries. 
E)  Your early response would be most sincerely appreciated. 
A)  Thank you in advance for your help. We expect a reply as soon as possible. 
B)  Please respond to our queries at your convenience. 
C)  As we must begin production on July 15, I'd appreciate your response by that date. 
D)  Thank you for your cooperation in assisting us with our queries. 
E)  Your early response would be most sincerely appreciated.

Question 17

In the context of order acknowledgements, which of the following illustrates the most positive way of responding to a vague order?

Accepted Answer

A)  You failed to mention the number of bookcases that you need. 
B)  The expected delivery date was not mentioned in your order. 
C)  You did not specify the details of the requested products. 
D)  If you had specified the exact model, we would have shipped your order immediately. 
E)  So we can ship your order, please let us know which of the two bookcase models you would like. 
A)  You failed to mention the number of bookcases that you need. 
B)  The expected delivery date was not mentioned in your order. 
C)  You did not specify the details of the requested products. 
D)  If you had specified the exact model, we would have shipped your order immediately. 
E)  So we can ship your order, please let us know which of the two bookcase models you would like.

Question 18

The Molinari Company has shipped the wrong dining room set to Martha. In the hopes of correcting the situation, Martha plans to write

Accepted Answer

A)  an order acknowledgement. 
B)  a claim message. 
C)  a routine inquiry. 
D)  a favorable response. 
E)  an internal-operational message. 
A)  an order acknowledgement. 
B)  a claim message. 
C)  a routine inquiry. 
D)  a favorable response. 
E)  an internal-operational message.

Question 19

If your response to an inquiry includes some bad news along with good news, you should place the bad news at the beginning and ending of the message.

Accepted Answer

A) True 
 B)False

Question 20

If Julie writes an email responding to a customer complaint, she is engaging in internal-operational communication.

Accepted Answer

A) True 
 B)False

Which of the following guidelines should be followed when writing an effective message carrying good news?

Which of the following statements about moderately formal 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.

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.

If you are seeking only one piece of information in a routine inquiry message, you should

Your goal in a claim message is to convince your reader that you deserve a remedy or compensation for the situation that has occurred.

Which of the following is the most effective method of making questions stand out in a routine message?

How should a direct claim message be organized?

When writing a favorable response to a customer inquiry, you should avoid adding comments, questions, suggestions, or additional information even if such material is relevant to the reader's original request.

You are most likely to build goodwill with your readers by using

When including bad news in a favorable response, you should

Elewa needs an immediate response from her client about an incomplete order. Which of the following closing statements should she use in her message to the client?

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.

Briefly explain the nature of internal-operational communications and the tone used in such messages.

Which of the following guidelines should be followed when answering two or more questions in a favorable response message?

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

In the context of order acknowledgements, which of the following illustrates the most positive way of responding to a vague order?

The Molinari Company has shipped the wrong dining room set to Martha. In the hopes of correcting the situation, Martha plans to write

If your response to an inquiry includes some bad news along with good news, you should place the bad news at the beginning and ending of the message.

If Julie writes an email responding to a customer complaint, she is engaging in internal-operational communication.

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

Which of the following guidelines should be followed when writing an effective message carrying good news?

Which of the following statements about moderately formal 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.

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.

If you are seeking only one piece of information in a routine inquiry message, you should

Your goal in a claim message is to convince your reader that you deserve a remedy or compensation for the situation that has occurred.

Which of the following is the most effective method of making questions stand out in a routine message?

How should a direct claim message be organized?

When writing a favorable response to a customer inquiry, you should avoid adding comments, questions, suggestions, or additional information even if such material is relevant to the reader's original request.

You are most likely to build goodwill with your readers by using

When including bad news in a favorable response, you should

Elewa needs an immediate response from her client about an incomplete order. Which of the following closing statements should she use in her message to the client?

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.

Briefly explain the nature of internal-operational communications and the tone used in such messages.

Which of the following guidelines should be followed when answering two or more questions in a favorable response message?

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

In the context of order acknowledgements, which of the following illustrates the most positive way of responding to a vague order?

The Molinari Company has shipped the wrong dining room set to Martha. In the hopes of correcting the situation, Martha plans to write

If your response to an inquiry includes some bad news along with good news, you should place the bad news at the beginning and ending of the message.

If Julie writes an email responding to a customer complaint, she is engaging in internal-operational communication.

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