Question 1

How should a direct claim message be organized?

Accepted Answer

The direct claim message should open wit

Question 2

Special considerations when writing an message include overcoming the reader's negative impressions and regaining the reader's confidence in you and your company.

Accepted Answer

A) True 
 B)False

Question 3

Which of the following is the most positive way of handling a vague order?

Accepted Answer

A)  You failed to mention the number of chairs you need. 
B)  The delivery date was not mentioned in your order. 
C)  You did not specify the details of your order. 
D)  If you had specified the exact make we would've sent you the right product. 
E)  We have two models of this product. So, if you pick one we could send it to you right away. 
A)  You failed to mention the number of chairs you need. 
B)  The delivery date was not mentioned in your order. 
C)  You did not specify the details of your order. 
D)  If you had specified the exact make we would've sent you the right product. 
E)  We have two models of this product. So, if you pick one we could send it to you right away.

Question 4

Why are good-news and neutral messages typically written in the direct order?

Accepted Answer

A)  It prepares the reader to receive an emotionally charged message. 
B)  It offers the writer the flexibility to compose a vague message open to numerous interpretations. 
C)  It allows the writer to present information in a message as clearly and concisely as possible. 
D)  It allows the writer to create general messages that are not adapted to suit a specific audience. 
E)  It allows the writer to put the content in a roundabout manner. 
A)  It prepares the reader to receive an emotionally charged message. 
B)  It offers the writer the flexibility to compose a vague message open to numerous interpretations. 
C)  It allows the writer to present information in a message as clearly and concisely as possible. 
D)  It allows the writer to create general messages that are not adapted to suit a specific audience. 
E)  It allows the writer to put the content in a roundabout manner.

Question 5

Since business professionals expect messages to be presented clearly and concisely, most business messages use the _____.

Accepted Answer

A)  direct order 
B)  passive voice 
C)  we-viewpoint 
D)  colloquial words 
E)  fragmented phrases 
A)  direct order 
B)  passive voice 
C)  we-viewpoint 
D)  colloquial words 
E)  fragmented phrases

Question 6

The most appropriate ending for a routine inquiry message is a general statement that does not waste time in revisiting the topic of the message.

Accepted Answer

A) True 
 B)False

Question 7

Ending a message with phrases such as "as soon as possible" or "at your convenience" helps in building goodwill.

Accepted Answer

A) True 
 B)False

Question 8

When writing a general favorable response, 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 9

Which of the following is an advantage of a closing that is tailored to suit your message?

Accepted Answer

A)  It allows you to emphasize on the we-viewpoint. 
B)  It puts the writer at the central position. 
C)  It helps in building more goodwill. 
D)  It allows you to use a cliché without distracting the reader from the main message. 
E)  It allows you to create an ambiguous message open to various interpretations. 
A)  It allows you to emphasize on the we-viewpoint. 
B)  It puts the writer at the central position. 
C)  It helps in building more goodwill. 
D)  It allows you to use a cliché without distracting the reader from the main message. 
E)  It allows you to create an ambiguous message open to various interpretations.

Question 10

Why are good-news and neutral messages in business written in the direct order?

Accepted Answer

Most business messages are those that so

Question 11

Which of the following guidelines should be followed when granting an adjustment?

Accepted Answer

A)  You should avoid using reader-centered language. 
B)  You should place the blame squarely on the reader. 
C)  You should use words which show that you are ready to look beyond the reader's faults. 
D)  You should avoid language that makes the customer's complaint the focus of your message. 
E)  You should use the we-viewpoint. 
A)  You should avoid using reader-centered language. 
B)  You should place the blame squarely on the reader. 
C)  You should use words which show that you are ready to look beyond the reader's faults. 
D)  You should avoid language that makes the customer's complaint the focus of your message. 
E)  You should use the we-viewpoint.

Question 12

What is the advantage of providing background information and orienting statements in a routine inquiry?

Accepted Answer

A)  They allow the use of fragmented phrases. 
B)  They help reduce any startling effect that a direct question might have. 
C)  They help introducing a reader to the crux of the message immediately. 
D)  They allow the use of the we-viewpoint. 
E)  They put the writer at the central position. 
A)  They allow the use of fragmented phrases. 
B)  They help reduce any startling effect that a direct question might have. 
C)  They help introducing a reader to the crux of the message immediately. 
D)  They allow the use of the we-viewpoint. 
E)  They put the writer at the central position.

Question 13

Which of the following should be included in the body of a direct claim?

Accepted Answer

A)  An indirect statement blaming the reader 
B)  A direct statement accusing the reader of unprofessional services 
C)  A statement with words such as disappointment and complaint that reflects your emotions 
D)  A paragraph of explanation to help your reader understand your claim 
E)  A statement identifying your long-standing business relationship written in the we-viewpoint 
A)  An indirect statement blaming the reader 
B)  A direct statement accusing the reader of unprofessional services 
C)  A statement with words such as disappointment and complaint that reflects your emotions 
D)  A paragraph of explanation to help your reader understand your claim 
E)  A statement identifying your long-standing business relationship written in the we-viewpoint

Question 14

Suppose that a writer wants a response from the reader the same day. Which of the following closing statements will be most effective in building goodwill in this case?

Accepted Answer

A)  Thank you! Your reply will be appreciated. 
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)  Your reply by the end of the day will be appreciated. 
A)  Thank you! Your reply will be appreciated. 
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)  Your reply by the end of the day will be appreciated.

Question 15

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

Accepted Answer

A)  using clichés that sound polite. 
B)  using a closing that is tailored to your message. 
C)  using colloquial words familiar to you. 
D)  using general statements such as "at your convenience" or "as soon as possible." 
E)  using the we-viewpoint. 
A)  using clichés that sound polite. 
B)  using a closing that is tailored to your message. 
C)  using colloquial words familiar to you. 
D)  using general statements such as "at your convenience" or "as soon as possible." 
E)  using the we-viewpoint.

Question 16

Explain the general plan for direct-order messages.

Accepted Answer

The general plan for the direct approach

Question 17

Sandra has to write a routine inquiry message seeking information about a possible venue for the company's annual employee-recognition banquet. Which of the following will be the most effective opening to her routine inquiry message?

Accepted Answer

A)  We would like to have some information about your banquet facilities. 
B)  We need some information regarding your banquet facilities. 
C)  Will you please answer the following questions about your banquet facilities? 
D)  As we are getting ready for our annual employee banquet, we need information about your banquet facilities. 
E)  Your banquet facilities appear to be just what we need. 
A)  We would like to have some information about your banquet facilities. 
B)  We need some information regarding your banquet facilities. 
C)  Will you please answer the following questions about your banquet facilities? 
D)  As we are getting ready for our annual employee banquet, we need information about your banquet facilities. 
E)  Your banquet facilities appear to be just what we need.

Question 18

How would you handle delayed orders and vague orders when writing order acknowledgement messages?

Accepted Answer

In these situations, the focus should be

Question 19

When is it best to use the direct approach in creating a message?

Accepted Answer

A)  When the message is likely to evoke a positive response from the reader 
B)  When the message involves persuading a client of a business deal of which he/she is not very convinced 
C)  When the message informs the reader about an impending bad news 
D)  When the message offers an explanation to stakeholders in times of crisis 
E)  When the message informs a customer about the cancellation of a major order 
A)  When the message is likely to evoke a positive response from the reader 
B)  When the message involves persuading a client of a business deal of which he/she is not very convinced 
C)  When the message informs the reader about an impending bad news 
D)  When the message offers an explanation to stakeholders in times of crisis 
E)  When the message informs a customer about the cancellation of a major order

Question 20

Which of the following is an ideal opening for a direct claim?

Accepted Answer

A)  A polite but direct statement of what you need 
B)  A direct statement accusing the reader of unprofessional services 
C)  A statement with words such as disappointment and complaint which reflect your emotions 
D)  A paragraph of background information written in the we-viewpoint 
E)  A statement identifying the fault of the reader 
A)  A polite but direct statement of what you need 
B)  A direct statement accusing the reader of unprofessional services 
C)  A statement with words such as disappointment and complaint which reflect your emotions 
D)  A paragraph of background information written in the we-viewpoint 
E)  A statement identifying the fault of the reader

How should a direct claim message be organized?

Special considerations when writing an message include overcoming the reader's negative impressions and regaining the reader's confidence in you and your company.

Which of the following is the most positive way of handling a vague order?

Why are good-news and neutral messages typically written in the direct order?

Since business professionals expect messages to be presented clearly and concisely, most business messages use the _____.

The most appropriate ending for a routine inquiry message is a general statement that does not waste time in revisiting the topic of the message.

Ending a message with phrases such as "as soon as possible" or "at your convenience" helps in building goodwill.

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

Which of the following is an advantage of a closing that is tailored to suit your message?

Why are good-news and neutral messages in business written in the direct order?

Which of the following guidelines should be followed when granting an adjustment?

What is the advantage of providing background information and orienting statements in a routine inquiry?

Which of the following should be included in the body of a direct claim?

Suppose that a writer wants a response from the reader the same day. Which of the following closing statements will be most effective in building goodwill in this case?

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

Explain the general plan for direct-order messages.

Sandra has to write a routine inquiry message seeking information about a possible venue for the company's annual employee-recognition banquet. Which of the following will be the most effective opening to her routine inquiry message?

How would you handle delayed orders and vague orders when writing order acknowledgement messages?

When is it best to use the direct approach in creating a message?

Which of the following is an ideal opening for a direct claim?

Understanding Workplace Communication

Communicating Across Cultures

Adapting Your Words to Your Readers

Constructing Clear Sentences and Paragraphs

Writing for a Positive Effect

Developing Your Writing Process and Choosing the Best Form

Maintaining Goodwill in Bad-News Messages

Making Your Case With Persuasive Messages and Proposals

Conducting a Winning Job Campaign

Preparing Informative and Influential Business Reports

Choosing the Right Type of Report

Conducting Research for Decision Makers

Using Visuals to Make Your Point

Communicating Effectively in Meetings and Conversations

Delivering Oral Reports and Business Speeches

Leveraging Technology for Better Writing

Conveying Professionalism Through Correctness

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Exam 7: Getting to the Point in Good-News and Neutral Messages

How should a direct claim message be organized?

Special considerations when writing an message include overcoming the reader's negative impressions and regaining the reader's confidence in you and your company.

Which of the following is the most positive way of handling a vague order?

Why are good-news and neutral messages typically written in the direct order?

Since business professionals expect messages to be presented clearly and concisely, most business messages use the _____.

The most appropriate ending for a routine inquiry message is a general statement that does not waste time in revisiting the topic of the message.

Ending a message with phrases such as "as soon as possible" or "at your convenience" helps in building goodwill.

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

Which of the following is an advantage of a closing that is tailored to suit your message?

Why are good-news and neutral messages in business written in the direct order?

Which of the following guidelines should be followed when granting an adjustment?

What is the advantage of providing background information and orienting statements in a routine inquiry?

Which of the following should be included in the body of a direct claim?

Suppose that a writer wants a response from the reader the same day. Which of the following closing statements will be most effective in building goodwill in this case?

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

Explain the general plan for direct-order messages.

Sandra has to write a routine inquiry message seeking information about a possible venue for the company's annual employee-recognition banquet. Which of the following will be the most effective opening to her routine inquiry message?

How would you handle delayed orders and vague orders when writing order acknowledgement messages?

When is it best to use the direct approach in creating a message?

Which of the following is an ideal opening for a direct claim?

Understanding Workplace Communication

Communicating Across Cultures

Adapting Your Words to Your Readers

Constructing Clear Sentences and Paragraphs

Writing for a Positive Effect

Developing Your Writing Process and Choosing the Best Form

Maintaining Goodwill in Bad-News Messages

Making Your Case With Persuasive Messages and Proposals

Conducting a Winning Job Campaign

Preparing Informative and Influential Business Reports

Choosing the Right Type of Report

Conducting Research for Decision Makers

Using Visuals to Make Your Point

Communicating Effectively in Meetings and Conversations

Delivering Oral Reports and Business Speeches

Leveraging Technology for Better Writing

Conveying Professionalism Through Correctness

Filters