Question 1

When you're writing routine replies and positive messages,use the direct approach because

Accepted Answer

A) it will help skeptical readers understand your argument. 
B) your readers will be indifferent to the content of your message. 
C) recipients will generally be interested in what you have to say. 
D) inquisitive readers will enjoy exploring the rhetorical context of your message. 
E) presenting your reasoning before your bottom line will grab each reader's attention. 
A) it will help skeptical readers understand your argument. 
B) your readers will be indifferent to the content of your message. 
C) recipients will generally be interested in what you have to say. 
D) inquisitive readers will enjoy exploring the rhetorical context of your message. 
E) presenting your reasoning before your bottom line will grab each reader's attention.

Question 2

A ________ is a specialized document used to share relevant information with the news media.

Accepted Answer

A) treatise 
B) press release 
C) developmental brief 
D) direct-to-consumer release 
E) tweet 
A) treatise 
B) press release 
C) developmental brief 
D) direct-to-consumer release 
E) tweet

Question 3

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 4

The closing section of a positive message

Accepted Answer

A) highlights a benefit to the audience or expresses goodwill. 
B) states the main idea. 
C) is the longest part. 
D) provides resale information. 
E) should usually include humor or a personal comment. 
A) highlights a benefit to the audience or expresses goodwill. 
B) states the main idea. 
C) is the longest part. 
D) provides resale information. 
E) should usually include humor or a personal comment.

Question 5

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

Question 6

Choosing between the direct and indirect approaches in a routine request depends primarily on

Accepted Answer

A) whether the audience is internal or external. 
B) whether the audience is large or small. 
C) how reluctant the audience will be to comply. 
D) how soon you need the request fulfilled. 
E) when you send the request. 
A) whether the audience is internal or external. 
B) whether the audience is large or small. 
C) how reluctant the audience will be to comply. 
D) how soon you need the request fulfilled. 
E) when you send the request.

Question 7

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 8

In today's electronic media environment,handwritten thank-you notes

Accepted Answer

A) are not likely to be read. 
B) give the impression that the writer is unprofessional. 
C) are often particularly appreciated by the recipient. 
D) require too much time to prepare and deliver. 
E) are viewed as obsolete,except in personal contexts. 
A) are not likely to be read. 
B) give the impression that the writer is unprofessional. 
C) are often particularly appreciated by the recipient. 
D) require too much time to prepare and deliver. 
E) are viewed as obsolete,except in personal contexts.

Question 9

Condolence messages should

Accepted Answer

A) focus on your own sense of loss. 
B) avoid referring to the deceased. 
C) be short,simple,and sincere. 
D) always be sent via electronic media. 
E) focus on your relationship with the deceased. 
A) focus on your own sense of loss. 
B) avoid referring to the deceased. 
C) be short,simple,and sincere. 
D) always be sent via electronic media. 
E) focus on your relationship with the deceased.

Question 10

Direct-to-consumer news releases are

Accepted Answer

A) specialized documents used to share relevant information with the news media. 
B) compliance documents written for governmental regulatory agencies. 
C) financial statements intended for the use of top corporate managers. 
D) general purpose tools for communicating directly with customers and other audiences. 
E) Twitter-ready statements. 
A) specialized documents used to share relevant information with the news media. 
B) compliance documents written for governmental regulatory agencies. 
C) financial statements intended for the use of top corporate managers. 
D) general purpose tools for communicating directly with customers and other audiences. 
E) Twitter-ready statements.

Question 11

Before volunteering someone's name as a reference,always

Accepted Answer

A) assume you have permission to do so. 
B) ask that person's permission. 
C) describe your relationship with that person. 
D) list that person's address and phone number for ease of contact. 
E) explain that you're not really sure what they will say about you. 
A) assume you have permission to do so. 
B) ask that person's permission. 
C) describe your relationship with that person. 
D) list that person's address and phone number for ease of contact. 
E) explain that you're not really sure what they will say about you.

Question 12

Send a ________ to take note of a significant event in someone's business or personal life.

Accepted Answer

A) message of appreciation 
B) message of congratulations 
C) message of acknowledgement 
D) message of recognizance 
E) message of interest 
A) message of appreciation 
B) message of congratulations 
C) message of acknowledgement 
D) message of recognizance 
E) message of interest

Question 13

Many companies use social media to publish ________,in which they communicate directly with customers and other audiences,rather than going through news media outlets.

Accepted Answer

A) cyber statements 
B) virtual press publications 
C) microcosmic news stories 
D) direct-to-consumer news releases 
E) goodwill documents 
A) cyber statements 
B) virtual press publications 
C) microcosmic news stories 
D) direct-to-consumer news releases 
E) goodwill documents

Question 14

In the body of a routine request,you should

Accepted Answer

A) beg the reader to grant your request. 
B) explain and justify your request. 
C) give your sales pitch. 
D) explain what will happen if the audience does not do what you are asking. 
E) state your main idea. 
A) beg the reader to grant your request. 
B) explain and justify your request. 
C) give your sales pitch. 
D) explain what will happen if the audience does not do what you are asking. 
E) state your main idea.

Question 15

When responding to a customer's complaint about one of your company's services,you should

Accepted Answer

A) soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen." 
B) use a generous,grudging tone. 
C) use a standard form letter,with blanks left for filling in unique information in neat handwriting. 
D) avoid blaming anyone in your organization by name. 
E) always find a way to blame the customer for the problem. 
A) soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen." 
B) use a generous,grudging tone. 
C) use a standard form letter,with blanks left for filling in unique information in neat handwriting. 
D) avoid blaming anyone in your organization by name. 
E) always find a way to blame the customer for the problem.

Question 16

As you explain and justify your request,you should try to point out how complying with the request could benefit the reader.

Accepted Answer

A) True 
 B)False

Question 17

Requesting references before extending credit

Accepted Answer

A) was once common,but not anymore. 
B) happens only when the applicant has a very poor credit rating. 
C) is illegal in the U.S. 
D) is a diplomatic way of denying applications. 
E) is a common practice. 
A) was once common,but not anymore. 
B) happens only when the applicant has a very poor credit rating. 
C) is illegal in the U.S. 
D) is a diplomatic way of denying applications. 
E) is a common practice.

Question 18

________ are brief personal messages written to comfort someone after the death of a loved one.

Accepted Answer

A) Life-coaching letters 
B) Remembrance letters 
C) Condolence letters 
D) Counseling letters 
E) Goodwill messages 
A) Life-coaching letters 
B) Remembrance letters 
C) Condolence letters 
D) Counseling letters 
E) Goodwill messages

Question 19

Because requests for recommendations and references are ________,they can be organized using a direct approach.

Accepted Answer

A) simple 
B) personal 
C) confidential 
D) risky 
E) routine 
A) simple 
B) personal 
C) confidential 
D) risky 
E) routine

Question 20

When you're writing a routine request for information or action in a complex situation,

Accepted Answer

A) provide vague reasons to support your request. 
B) limit the justification for your request. 
C) point out the benefits of complying with your request. 
D) dwell on the negative consequences of choosing not to comply. 
E) identify who will be affected by a lack of action on the reader's part. 
A) provide vague reasons to support your request. 
B) limit the justification for your request. 
C) point out the benefits of complying with your request. 
D) dwell on the negative consequences of choosing not to comply. 
E) identify who will be affected by a lack of action on the reader's part.

When you're writing routine replies and positive messages,use the direct approach because

A ________ is a specialized document used to share relevant information with the news media.

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

The closing section of a positive message

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

Choosing between the direct and indirect approaches in a routine request depends primarily on

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

In today's electronic media environment,handwritten thank-you notes

Condolence messages should

Direct-to-consumer news releases are

Before volunteering someone's name as a reference,always

Send a ________ to take note of a significant event in someone's business or personal life.

Many companies use social media to publish ________,in which they communicate directly with customers and other audiences,rather than going through news media outlets.

In the body of a routine request,you should

When responding to a customer's complaint about one of your company's services,you should

As you explain and justify your request,you should try to point out how complying with the request could benefit the reader.

Requesting references before extending credit

________ are brief personal messages written to comfort someone after the death of a loved one.

Because requests for recommendations and references are ________,they can be organized using a direct approach.

When you're writing a routine request for information or action in a complex situation,

Professional Communication in a Digital, social, mobile World

Collaboration, interpersonal Communication, and Business Etiquette

Communication Challenges in a Diverse, global Marketplace

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Digital Channels

Writing Negative Messages

Writing Persuasive Messages

Planning Reports and Proposals

Writing Reports and Proposals

Completing Reports and Proposals

Developing and Delivering Business Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Handbook of Grammar, mechanics, and Usage

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Exam 8: Writing Routine and Positive Messages

When you're writing routine replies and positive messages,use the direct approach because

A ________ is a specialized document used to share relevant information with the news media.

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

The closing section of a positive message

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

Choosing between the direct and indirect approaches in a routine request depends primarily on

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

In today's electronic media environment,handwritten thank-you notes

Condolence messages should

Direct-to-consumer news releases are

Before volunteering someone's name as a reference,always

Send a ________ to take note of a significant event in someone's business or personal life.

Many companies use social media to publish ________,in which they communicate directly with customers and other audiences,rather than going through news media outlets.

In the body of a routine request,you should

When responding to a customer's complaint about one of your company's services,you should

As you explain and justify your request,you should try to point out how complying with the request could benefit the reader.

Requesting references before extending credit

________ are brief personal messages written to comfort someone after the death of a loved one.

Because requests for recommendations and references are ________,they can be organized using a direct approach.

When you're writing a routine request for information or action in a complex situation,

Professional Communication in a Digital, social, mobile World

Collaboration, interpersonal Communication, and Business Etiquette

Communication Challenges in a Diverse, global Marketplace

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Digital Channels

Writing Negative Messages

Writing Persuasive Messages

Planning Reports and Proposals

Writing Reports and Proposals

Completing Reports and Proposals

Developing and Delivering Business Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Handbook of Grammar, mechanics, and Usage

Filters