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Instant Messaging

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Instant messaging (IM) should not be used professionally. Question options: True False View Feedback Question 2 0 / 1 point Misuse of e-mail and the Web by employees is costly to employers in terms of lost productivity and possible litigation. Question options: True False View Feedback Question 3 0 / 1 point Sending unsolicited advertisements either by fax or e-mail is illegal in the United States. Question options: True False View Feedback Question 4 0 / 1 point It is important when writing e-mail messages to take the time to organize your thoughts, compose carefully, and be concerned with correct grammar and punctuation. Question options: True False View Feedback Question 5 0 / 1 point Use capital letters in an e-mail message only for emphasis or for titles. Question options:
Transcript

Instant messaging (IM) should not be used professionally.

Question options:

True

False

View Feedback

Question 2 0 / 1 pointMisuse of e-mail and the Web by employees is costly to employers in terms of lost productivity and possible litigation.

Question options:

True

False

View Feedback

Question 3 0 / 1 pointSending unsolicited advertisements either by fax or e-mail is illegal in the United States.

Question options:

True

False

View Feedback

Question 4 0 / 1 pointIt is important when writing e-mail messages to take the time to organize your thoughts, compose carefully, and be concerned with correct grammar and punctuation.

Question options:

True

False

View Feedback

Question 5 0 / 1 pointUse capital letters in an e-mail message only for emphasis or for titles.

Question options:

True

False

View Feedback

Question 6 0 / 1 pointEmployers can legally monitor employee e-mail use.

Question options:

True

False

View Feedback

Question 7 1 / 1 pointAn e-mail message is erased from the company's computer system as soon as the receiver deletes it.

Question options:

True

False

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Question 8 0 / 1 pointA major attraction of instant messaging (IM) in the workplace is that it allows real-time communication with colleagues anywhere in the world.

Question options:

True

False

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Question 9 1 / 1 pointSensitive topics are generally easy to cover in e-mail messages or memos because e-mail messages and memos are less formal than other types of messages.

Question options:

True

False

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Question SetQuestion 10 1 / 1 pointWhen requesting routine information or action within an organization, the indirect approach works best.

Question options:

True

False

View Feedback

Question 11 0 / 1 pointProviding an end date in a request message is helpful to the reader.

Question options:

True

False

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Question 12 1 / 1 pointI need your answer immediately is an example of a polite command.

Question options:

True

False

View Feedback

Question SetQuestion 13 1 / 1 pointI have before me your letter of January 10... is a professional and effective way to begin a response message.

Question options:

True

False

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Question 14 1 / 1 pointBecause numbered and bulleted lists take up more space than paragraphs, they should be avoided when responding to a customer's questions.

Question options:

True

False

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Question SetQuestion 15 0 / 1 pointEach step in a procedure should begin with an active verb in the command (imperative) mode.

Question options:

True

False

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Question 16 1 / 1 pointLamont is writing an e-mail message to all employees explaining the procedure for requesting travel reimbursement. Lamont's primary goal should be to impress his employees with his extensive vocabulary since his use of vocabulary may affect his promotion.

Question options:

True

False

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Question 17 1 / 1 pointEmployees will now be required to follow these steps when submitting their travel reimbursement requests conveys an appropriate sense of cooperation in a procedure memo.

Question options:

True

False

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Question SetQuestion 18 0 / 1 pointConfirmation messages can also be called to-file reports or incident reports.

Question options:

True

False

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Question 19 0 / 1 pointOccasionally, a confirmation e-mail message or memo may be only one sentence long. An example might be the following: This memo verifies our conversation yesterday in which you agreed to chair the Quality Control Budget meeting on July 23 in my absence.

Question options:

True

False

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Question SetQuestion 20 0 / 1 pointRoutine e-mail messages and memos open with the main idea because their topics are not sensitive and require little persuasion.

Question options:

True

False

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Question 21 0 / 1 pointWhen writing e-mail messages, it is best to use short paragraphs with a lot of white space.

Question options:

True

False

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Question 22 1 / 1 pointWritten memos and letters are still the communication channels of choice in today's workplace.

Question options:

True

False

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Question 23 1 / 1 pointBecause e-mail messages are more informal than other communication channels, you do not have to worry so much about using proper spelling and grammar.

Question options:

True

False

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Question 24 1 / 1 pointBecause e-mail messages are informal, they will never require research beforehand.

Question options:

True

False

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Question 25 1 / 1 pointE-mail is an effective communication channel for conveying enthusiasm, warmth, and other emotions.

Question options:

True

False

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Question 26 0 / 1 pointIndividuals who develop skill in writing e-mail messages and memos are often the ones promoted into management positions.

Question options:

True

False

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Question 27 0 / 1 pointA primary function of e-mail is exchanging information within organizations.

Question options:

True

False

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Question SetQuestion 28 1 / 1 pointType your name at the bottom of an e-mail message only when you are writing to someone you don't know.

Question options:

True

False

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Question 29 1 / 1 pointReaders look for deadline and action language in the body of an e-mail message or memo.

Question options:

True

False

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Question 30 1 / 1 pointSubject lines should be written as complete sentences ending with periods.

Question options:

True

False

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Question 31 1 / 1 pointStating the purpose of the e-mail message or memo in the subject line and again in the first sentence is redundant and unnecessary.

Question options:

True

False

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Question 32 0 / 1 pointE-mail messages should be written using standard caps and lowercase letters.

Question options:

True

False

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Question 33 0 / 1 pointUsing a descriptive subject line in an e-mail message may determine whether and when it will be read.

Question options:

True

False

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Question 34 0 / 1 pointE-mail messages and memos should use numbered lists, headings, and tables to help the reader easily comprehend the message.

Question options:

True

False

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Question 35 1 / 1 pointIncluding a subject line in an e-mail message or memo is optional because these messages are usually short.

Question options:

True

False

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Question 36 1 / 1 pointIf you have any questions, please do not hesitate to contact me is an example of an effective, professional closing for an e-mail message or memo.

Question options:

True

False

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Question 37 0 / 1 point

E-mail messages and memos are standard forms of communication within organizations that perform critical tasks such as informing employees, giving directions, outlining procedures, requesting data, supplying responses, and confirming decisions.

Question options:

True

False

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Question 38 1 / 1 pointFree Information Available is an example of an effective, attention-getting subject line.

Question options:

True

False

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Question 39 0 / 1 pointGood e-mail messages and memos generally discuss only one topic.

Question options:

True

False

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Question 40 0 / 1 pointBegin most e-mail messages and memos by frontloading; that is, reveal the main idea immediately.

Question options:

True

False

View FeedbackIn e-mail messages and memos, a comment such as If you agree we should begin this new project, please give me a call by Friday is useful in

planning for feedback.

Morgan has had a disagreement with a colleague over how to introduce the company's new product. What is the best communication channel for discussing this disagreement?

phone call or a face-to-face

What is the first thing you should ask yourself when analyzing your writing task?

Do I really need to write this e-mail or memo?

As Amy begins her business career, she will probably find herself writing more ____ than other types of messages.

e-mail messages

Which of the following is a benefit of writing effective e-mail messages in the workplace?

Well-written e-mail messages and memos enhance your image within the organization

What is the most accurate statement about writing e-mail messages and memos?

Begin each paragraph with the main point backed up by details

Which of the following is not a reason that e-mail is such an important communication tool in organizations today?

Organizations are downsizing, flattening chains of command, forming work teams, and empowering rank-and-file employees. Given more power in making decisions, employees find they need more information.

What is the best advice for organizing routine e-mail messages?

Explain and justify the main idea in the body of the message

Isaac has discovered a production problem that will cause this month's shipments to be a few days late. Because his South American customers will need to know about this problem right away, Isaac should

send an e-mail message

Which of the following is the most effective opening for a routine e-mail message

Our next department meeting will be held on Wednesday, March 10, at 2 p.m.

Which of the following is not a standard guide word used in e-mail messages and memos

RESPONSE

The subject line of e-mail messages and memos should

summarize the main idea

Owen is sending an e-mail message to a list of receivers. What is the most efficient way he can send the same message but avoid revealing all e-mail addresses to the entire group of recipients?

Use the Bcc function in his e-mail program.

Which of the following is the most effective closing for an e-mail message

Please send your time sheet to me by August 31

Simon must read and reply to several e-mail messages. What is the best tip he can follow to make sure that he handles his e-mail professionally?

Even if you can't reply immediately, acknowledge receipt

Monica wants to be an effective e-mail communicator. What should she do?

All of the above –bullets, headings, consider cultural differences, double check

Jocelyn will be using e-mail and the Web professionally for the first time and wants to stay out of trouble at her new job. What is the best advice to give her?

Learn the company's rules about e-mail and Web use

Which of the following e-mail practices could get you fired?

ALL

What is the most accurate statement about e-mail messages

Even if you delete an e-mail message, it can still remain on servers or networks

What is the best closing sentence for an e-mail message that requests information about office furniture

Please send information about your Mission Hill office furniture line by September 15 so that we can place our order by September 30

Which of the following is an example of a polite command

Can you please answer the following questions about your conference facilities

A routine e-mail message or memo that requests information should begin by

requesting the information without providing elaborate explanations and justifications.

When requesting routine information or action within an organization, what approach works best?

Direct pattern

You are replying to an information request and are answering several questions. The best way to format these answers is to

put them in a list in the same order the questions were asked

For maximum comprehension, an e-mail message that explains three steps to be followed in implementing a new office procedure should

use graphic highlighting in the body of the message to convey each step to be followed

Messages that explain procedures generally

flow downward from management to employees

Which of the following demonstrates the best wording for an instruction that appears in a vertical list in a procedural message

Input your password

Which of the following is an effective statement for a procedural e-mail or memo

You may begin using the new overtime forms on Monday, November 1.

You are writing an e-mail procedural manual and want to list the steps for changing your password. What should you do?

Use a bulleted list

What is the primary function of procedural e-mail messages and memos

To clearly explain the idea so that no further explanation is necessary

Confirmation messages can also be called

incident reports

Confirmation e-mail messages or memos

record oral decisions, directives, and discussions

Which statement might be included in a confirmation e-mail message or memo

This message confirms our telephone conversation today in which you accepted the management position

Good e-mail messages generally

Are frontloaded

Which of the following is the best subject line for an e-mail message or a memo?

Sales Meeting Changed to March 15 at 1 p.m

In times past, messages among company insiders took the form of hard-copy memorandums. Today, ____________________ is the communication channel of choice.

Answer: 1 (e-mail)

Question 2 0 / 1 point

To improve readability, break e-mail messages into short ____________________ separated by white space.

Answer: 1 (paragraphs)Question Set

Question 3 0 / 1 pointTO, FROM, DATE, and SUBJECT are examples of ____________________ words that appear at the top of e-mail messages and memos.

Answer: 1 (guide)

Question 4 0 / 1 point

Most e-mail messages and memos should encourage ____________________ with such closing statements as, What are your ideas on the proposal?

Answer: 1 (feedback)

Question 5 0 / 1 point

A mandatory part of an e-mail message or a memo is the ____________________ line, which summarizes the message's central idea, thus providing quick identification for reading and for filing.

Answer: 1 (subject)

Question 6 0 / 1 point

Techniques such as numbered lists, headings, and tables, also called ____________________ highlighting, can be used to make important ideas stand out and to improve the readability of e-mail messages and memos.

Answer: 1 (graphic)

Question 7 0 / 1 point

Bcc, which stands for "____________________ carbon copy," sends a copy of an e-mail message to a third party without the addressee's knowledge.

Answer: 1 (blind)

Question 8 0 / 1 point

Subject lines such as Free Information should be avoided in e-mail messages because the word "Free" may trigger ____________________ filters.

Answer: 1 (spam)

Question 9 0 / 1 point

Action information such as dates and deadlines should be placed in the ____________________ of an e-mail message or memo.

Answer: 1 (closing)

Question 10 0 / 1 point

Some e-mail users include a(n) ____________________ block in the closing of an e-mail message that includes the sender's full contact information.

Answer: 1 (signature)Question Set

Question 11 0 / 1 pointSome e-mail messages contain identifying ____________________ such as Action, FYI, Re, Urgent, or REQ in the subject line.

Answer: 1 (labels)

Question 12 0 / 1 point

Many knowledge workers are turning to ____________________ messaging on the job because it allows real-time communication with colleagues anywhere in the world.

Answer: 1 (instant)

Question 13 0 / 1 point

Typing an e-mail message in all capital letters is known as ____________________.

Answer: 1 (shouting)

Question 14 0 / 1 point

Sending unsolicited advertisements, also known as ____________________, either by fax or e-mail is illegal in the United States.

Answer: 1 (spam)

Question 15 0 / 1 point

____________________ refers to the rules of polite online interaction that should be followed by e-mail users.

Answer: 1 (Netiquette)Question Set

Question 16 0 / 1 pointRequest e-mail messages and memos may open with a(n) ____________________ command, such as Would you please send me your complete price list.

Answer: 1 (polite)Question Set

Question 17 0 / 1 point____________________ messages react or respond to previous messages and requests for information or action.

Answer: 1 (Response)Question Set

Question 18 0 / 1 pointMessages that explain procedures generally flow ____________________ from management to employees.

Answer: 1 (downward)

Question 19 0 / 1 point

Each step in a procedure should begin with an active verb in the ____________________ mode.

Answer: 1 (command, imperative)Question Set

Question 20 0 / 1 point____________________ messages, sometimes called to-file reports or incident reports, record oral decisions, directives, discussions, and IM messages.

Answer: 1 (Confirmation)

A company's most important letters are written to

Customers

For which of the following situations would a letter be more appropriate than an e-mail message

Thanking your boss for a birthday gift she gave you

Kathryn booked a hotel through a local travel agency. Her accommodations were not as the agent described. Although she stayed in the hotel, she was very unhappy and feels that the agent is at fault. The best way for Kathryn to communicate her unhappiness with the accommodations would be to

write a letter to the travel agent who booked her hotel

Caroline is writing a recommendation for one of her former employees. What is the best communication channel for Caroline to use to send this message to a potential employer?

Letter

Letters are a primary channel of communication for delivering messages

outside an organization

Luke is writing a letter to a local company to ask about internship opportunities. What should he do first

Analyze the purpose of the letter and the reader

Business letters are preferred over e-mail messages when

ALL

Jeremy is working on a business letter and is in the third phase of the 3--3 writing process. He has already revised his letter for clarity and has proofread the letter for correctness. What is left in this phase for Jeremy to do?

Evaluate the effectiveness of the letter from the reader's standpoint

What is the best communication channel to use when a persuasive, well-considered message is required

Letter

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

Collect any necessary information

The body of a routine business letter should

present details that explain your request or response

The best business writers do what in the opening paragraph of a routine business letter?

State immediately why they are writing

Which statement about formatting business letters is most accurate?

A carefully formatted letter reflects the writer's carefulness and experience

Routine business letters should be written using

the direct strategy

The purpose of a routine business letter should be placed in

the opening

Tatiana is writing a letter to a local nonprofit agency and wants to make sure that the letter will build goodwill with the organization. What should Tatiana do to achieve a goodwill tone in her letter?

Present the message from the reader's point of view

What is the best advice for writing the body of a routine business letter

Remember that the biggest problem in business writing is poor organization

Enrique is writing a letter to apply for a job and wants to make sure that his content is clear. What should he do?

Use short sentences and paragraphs

Where should deadlines and action information be placed in a routine business letter

In the closing

Three characteristics distinguish good business letters. Which of the following is not one of those characteristics

High-quality letterhead stationery

Which of the following statements best demonstrates a goodwill tone

We are excited to announce an available position in our Finance Department

Which of the following is the best example of frontloading an information request message

I am writing this letter to ask for information about some of your products

You must ask a series of questions in a routine request letter. What is the best way to present these questions

In a bulleted or numbered list in the body of your letter

Royce wants to make sure that a letter he is sending to a client is properly formatted. What should he do

Use block style or another accepted business letter format

Correspondence for everyday business transactions consists mainly of

routine requests and responses

Magdalena is writing a letter to a company to ask about its software for removing malware (malicious software) from her company's network. Which is the best opening statement for her letter?

Please answer the following questions about your new malware removal program

Which of the following is the best closing sentence for a letter requesting information

Your answers to these questions by May 31 will help us decide which product to purchase

Which of the following is a command disguised as a polite request

Will you please send my order by USPS Priority Mail

Which question will elicit the most information when asked in a letter requesting information and action

What brands and models of smart phones do you recommend

Denzel is writing a letter asking for information and wants so show appreciation to his reader in the closing. Which of the following statements best shows his appreciation

I appreciate this information because it will allow me to make an effective decision about which plan to choose

What should you do first before starting to write a routine letter that requests information

Consider its costs in terms of your time and workload

The opening of a straightforward claim letter should

open with a clear statement of the problem or with the action you want the receiver to take

Which of the following is the best example of a situation justifying a straightforward claim

All of the above are examples of straightforward claims

Which of the following is the best closing for a straightforward claim letter?

Please credit $20 to my account by March 31, when my next billing cycle begins

Which of the following is the best opening for a straightforward claim letter

Please credit my Visa account for $20, the amount I was overcharged on March 12

What should you do in the body of a straightforward claim letter

Mention that you have enclosed copies of all pertinent documents

Which of the following statements about straightforward claims is most accurate

When you have a straightforward claim, your first step should always be to write a claim letter

Which of the following is the best opening sentence for a direct reply letterWe look forward to helping you with all of your storage needs

Which of the following is not a goal in writing adjustment letters

To avoid future correspondence with the customer

Which of the following is the most effective subject line for a direct reply letter?

Your June 5 Inquiry About Venice Travel Packages

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

We have credited your account for $123 as refund for your dining bill

What should you do in the body of an adjustment letter

Explain how you are complying with the claim

Which of the following is the best closing for an adjustment letter

We hope that this refund check proves our commitment to providing excellent customer service

What should you do in the body of an adjustment letter

Explain how you are complying with the claim

What is the most accurate statement about goodwill messages

Goodwill messages carry the hidden message that you care

When thanking someone for a gift, you should cover three points. Which of the following is not one of these points

Describe how you're not worthy of such a gift

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

Self-serving

Which of the following is the best statement to include in a goodwill message

We are so sorry, Sonia, to learn of the loss of your husband Gary

Which of the following statements about formatting international business messages is most accurate?

If a letter is important, have someone familiar with local customs read and revise it.

Most international business letters

should conform to the conventions of the receiver's country

Question 1 0 / 1 pointBusiness letters are preferred over e-mail when a permanent record is required, when formality is necessary, and when a message is sensitive and requires an organized, well-considered presentation.

Question options:

True

False

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Question 2 0 / 1 pointWhen a business communicator must be persuasive and can't do it in person, a business letter is more effective than other communication channels.

Question options:

True

False

View Feedback

Question 3 1 / 1 pointMost routine letters should be organized using the indirect strategy.

Question options:

True

False

View Feedback

Question 4 1 / 1 pointE-mail marketing has made direct-mail letters obsolete.

Question options:

True

False

View Feedback

Question SetQuestion 5 1 / 1 point

Action information, including deadline dates, should be placed in the body of a business letter.

Question options:

True

False

View Feedback

Question 6 0 / 1 pointMost business letters are better if they start with the action desired or the main idea.

Question options:

True

False

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Question 7 0 / 1 pointA popular business letter format is block style.

Question options:

True

False

View Feedback

Question 8 0 / 1 pointNumbered or bulleted lists, headings, columns, bolding, and italics are all examples of graphic devices that can be used to highlight details in a letter.

Question options:

True

False

View Feedback

Question 9 0 / 1 pointUsing the "you" view is one way to build goodwill in business letters.

Question options:

True

False

View Feedback

Question 10 1 / 1 pointOur company will be holding an employee retreat early next year is an example of frontloading in a letter to a hotel requesting information about accommodations.

Question options:

True

False

View Feedback

Question 11 0 / 1 pointClear business letters answer all the reader's questions or concerns so that no further correspondence is necessary.

Question options:

True

False

View Feedback

Question 12 1 / 1 pointThe everyday transactions of a business often require the writer to use special techniques to be convincing, to soften bad news, or to be tactful.

Question options:

True

False

View Feedback

Question SetQuestion 13 1 / 1 pointPolite requests, such as Will you please send a catalog, require a question mark.

Question options:

True

False

View Feedback

Question 14 1 / 1 pointThank you in advance for your cooperation is an effective and professional way to show appreciation in a request letter.

Question options:

True

False

View Feedback

Question 15 0 / 1 pointPlease provide answers to these questions by August 15 so that we can make a decision before our next fiscal year begins is an effective closing for a letter requesting action.

Question options:

True

False

View Feedback

Question 16 1 / 1 pointTo elicit the most information about a product, use questions such as Do you carry the Motorola Razr V3 cell phone?

Question options:

True

False

View Feedback

Question 17 0 / 1 pointIf you can get the information you need on your own, don't write a business letter asking for it.

Question options:

True

False

View Feedback

Question SetQuestion 18 1 / 1 pointA phone call is usually taken more seriously than a written claim letter because it represents a personal communication.

Question options:

True

False

View Feedback

Question 19 1 / 1 pointShowing that you are angry is an effective technique for getting a claim granted because it shows the intensity of your emotions..

Question options:

True

False

View Feedback

Question 20 0 / 1 pointStraightforward claims are those to which you expect the receiver to agree readily.

Question options:

True

False

View Feedback

Question 21 0 / 1 pointDelay in writing a claim letter makes the claim appear less important to the receiver.

Question options:

True

False

View Feedback

Question 22 0 / 1 pointTypically, when you have a legitimate claim, you can expect a positive response from a company.

Question options:

True

False

View Feedback

Question SetQuestion 23 0 / 1 pointWhen writing a letter that contains mostly good news but may have some negative elements, use the direct approach.

Question options:

True

False

View Feedback

Question 24 1 / 1 pointAn effective opener for a letter replying to a customer's request might be Your letter of September 13, in which you request information about our new line of digital cameras, was forwarded to me.

Question options:

True

False

View Feedback

Question 25 1 / 1 pointWhen replying to a customer's request for information, supply the answers only. Promoting your organization and products might appear to be pushy to the reader.

Question options:

True

False

View Feedback

Question 26 0 / 1 pointWhen answering several of a customer's questions in a letter, consider using lists or other graphic devices.

Question options:

True

False

View Feedback

Question 27 1 / 1 pointSubject lines are used in e-mail messages and memos but never in letters.

Question options:

True

False

View Feedback

Question SetQuestion 28 1 / 1 pointUsing words such as regret, inconvenience, and misunderstanding in an adjustment letter shows the reader that you care.

Question options:

True

False

View Feedback

Question 29 0 / 1 pointOne reason for granting adjustments is to satisfy customers and retain their business.

Question options:

True

False

View Feedback

Question 30 1 / 1 pointA letter granting an adjustment or a claim should be arranged using the indirect pattern.

Question options:

True

False

View Feedback

Question 31 1 / 1 pointIf you choose to apologize, the apology should be placed in the closing of an adjustment letter.

Question options:

True

False

View Feedback

Question 32 1 / 1 pointResale information should never be included in an adjustment letter.

Question options:

True

False

View Feedback

Question 33 1 / 1 pointA statement such as 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 is an effective way to grant a customer's claim because it shows generosity.

Question options:

True

False

View Feedback

Question SetQuestion 34 1 / 1 pointGoodwill messages should use phrases such as Thank you from the bottom of my heart or It gives me great pleasure to extend my congratulations.

Question options:

True

False

View Feedback

Question 35 1 / 1 pointOral messages are usually more expressive and more meaningful to receivers than written goodwill messages.

Question options:

True

False

View Feedback

Question 36 1 / 1 pointThank you for your letter congratulating me on my recent promotion to section supervisor; it was really nothing is an appropriate response to a letter congratulating an individual.

Question options:

True

False

View Feedback

Question 37 1 / 1 pointWriting goodwill messages--such as thank-you notes and condolence messages--is usually easier than writing other types of routine business documents.

Question options:

True

False

View Feedback

Question 38 0 / 1 pointAn effective goodwill message is Your presentation to the board about various funding options was well-researched and informative.

Question options:

True

False

View Feedback

Question SetQuestion 39 1 / 1 pointBusinesspeople in all countries appreciate efficiency, straightforwardness, and conciseness in business letters.

Question options:

True

False

View Feedback

Question 40 1 / 1 pointWhen writing foreign business letters, use figures to express months and years such as 06/09/10 because figures are concise and easily recognized.

Question options:

True

False

View Feedback

Question 4 1 / 1 pointYou should use the ____________________ strategy for positive, everyday messages.

Answer: direct

Question 5

1 / 1 point

Characteristics of good business letters include clear content, goodwill tone, and correct ____________________.

Answer: form

Question 6

1 / 1 point

Numbered or bulleted lists, headings, columns, or boldface or italic type, also called ____________________ highlighting, can be used to highlight details in the body of a business letter.

Answer: graphic

Question SetQuestion 7 1 / 1 pointSome routine messages open with a(n) ____________________ command, such as Will you please answer the following questions about your new line of computer products.

Answer: polite

Question 8

1 / 1 point

The closing of a direct request that requires action may include an end ____________________ so that the reader knows when an action is required.

Answer: dateQuestion Set

Question 9 1 / 1 point____________________ letters are written by customers to identify or correct a problem with products or services they have purchased.

Answer: Claim

Question 10

1 / 1 point

____________________ claims are those to which you expect the receiver to agree readily and are written using the direct organizational pattern.

Answer: straightforwardQuestion Set

Question 11 1 / 1 point

The ____________________ pattern should be used for messages that are mostly good news but may have some negative elements.

Answer: direct

Question 12

1 / 1 point

Knowledgeable business communicators use a(n) ____________________ line in a direct reply letter to refer to earlier correspondence so that in the first sentence they are free to emphasize the main idea.

Answer: subject

Question SetQuestion 13 1 / 1 pointWhen a company receives a claim and decides to respond favorably, the letter is called a(n) ____________________ letter.

Answer: adjustment

Question 14 1 / 1 point

Deciding whether to ____________________ to a customer in an adjustment letter is a debatable issue. Some attorneys discourage doing so, but many customers appreciate it.

Answer: apologize

Question 15 1 / 1 point

Adjustment letters that grant customers' claims should be written using the ____________________ organizational pattern.

Answer: directQuestion Set

Question 16 1 / 1 point____________________-you notes should be written for favors, gifts, and hospitality.

Answer: Thank

Question 17

1 / 1 point

____________________ notes should refer to a death or misfortune sensitively and offer assistance without going into excessive detail.

Answer: Sympathy

Question 18 1 / 1 point

____________________ messages are those that express thanks, congratulations, recognition, or sympathy.

Answer: Goodwill

Question 19 1 / 1 point

Goodwill messages should be selfless, specific, sincere, spontaneous, and ____________________.

Answer: shortQuestion Set

Question 20 1 / 1 pointLetters going to individuals in other parts of the world, such as Japan and Europe, should probably use a more ____________________ tone than letters written for American businesspeople.

Answer: formal

Action information and deadlines belong in the ____________________ of a business letter.Answer: closing

-style letters are formatted with all parts of the letter--dateline, inside address, body, and so on--set flush left.

BLOCK

Business ____________________ are important when a permanent record is required, when formality is necessary, and when a message is sensitive and requires an organized, well-considered presentation.

Letters

When should the direct pattern be used to communicate bad news

When firmness is necessary

Which of the following is not one of the three primary goals in communicating bad news

To explain clearly who is to blame for the bad news

The bad feelings associated with disappointing news can generally be reduced if the receiver

ALL

Amber will be writing a bad-news letter to a customer and wants to follow the four-part indirect plan. In what order should she organize her letter?

Buffer, reasons, bad news, closing

Gordon must write a bad-news message to a client, telling her that his report will be late. What should he do first?

Analyze the bad news to determine how it will affect the reader

Select the most accurate statement

An employee's words, decisions, and opinions are assumed to represent those of the organization

Chandra makes an abusive statement about Dylan. This language will not be actionable if

Chandra's statements are false

Marcellis sent a letter to a teacher who had requested a tour of his company. In the letter he included the sentence "Although we would love to have your class visit our company, much of the work area is too dangerous for group tours." What has Marcellis done that might lead to legal difficulties?

He has used careless language

Using the indirect pattern to prepare the reader in a bad-news message

ALL

Shania had to write a letter to a job applicant, telling him that he was not selected for a position. Since she really liked the applicant, in the rejection letter she wrote, "I thought you were our top candidate." What has Shania done that might lead to legal difficulties?

By trying to make herself look good, she is guilty of the "good-guy syndrome."

Which of the following is the best advice when communicating bad news?

As long as the bad news is delivered tactfully, you don't have to give the reasons for the bad news

A business communicator has four secondary goals in delivering bad news. Which of the following is not one of these secondary goals?

To hide the real reasons for the bad news

In a recommendation letter, Gavin falsely accuses former employee Carly of being lazy in performing her job. This action is considered to be

Libel

What is the best advice for closing a bad-news letter?

Close with something forward looking that assumes future business

The purpose of a buffer statement is to

reduce the reader's shock or pain related to the bad news

The most important part of a bad-news letter is

the section that explains the reasons for the bad news

Chavi has decided that she must apologize to a customer in her buffer. Which of the following is the best example of an effective apology?

You have every right to be concerned, and we sincerely apologize for the delay in filling your order. To prevent this from occurring again, we have upgraded our software and retrained our order takers.

Which of the following sentences most effectively implies the refusal?

Although I'll be in Europe on business on the date of the graduation ceremony, I could speak to students prior to that date

What is the best advice for delivering the bad news?

Suggest a compromise or alternative

Which of the following sentences uses the passive voice to present the bad news

Although the computer technician position has been filled, we wish you well in your job search

In which of the following sentences has the bad news been placed in a subordinate clause?

Although our tuition reimbursement program must be discontinued, all other benefits will remain the same

Select the best closing paragraph of a bad-news letter

We wish you the best in your job search

Select the best opening for a letter from a local nonprofit organization that refuses a request for a charitable donation

The services you provide for homeless families in our community are necessary and important

Which is the most effective statement in a letter to a customer denying a claim?

You can purchase a replacement battery pack at a 20 percent discount

High Tech Solutions is in a budget crunch and plans to make major layoffs next month. What is the best advice for communicating this crisis to employees

Deliver the bad news to employees personally if possible

Which of the following is an appropriate statement when saying no to job applicants

We appreciate your interest in our company and wish you every success in your job search

In announcing bad news, British writers tend to

be straightforward because they see no reason to soften the blow

Question 1 0 / 1 pointRevealing bad news slowly and indirectly shows sensitivity to your reader.

Question options:

True

False

View Feedback

Question 2 0 / 1 point

Because employees act as agents of their organizations, their words, decisions, and opinions are assumed to represent those of the organization.

Question options:

True

False

View Feedback

Question 3 1 / 1 pointIn order to be actionable (likely to result in a lawsuit), abusive language must be in writing.

Question options:

True

False

View Feedback

Question 4 1 / 1 pointWriting bad-news messages requires less attention to the 3--3 writing process than do other types of business messages.

Question options:

True

False

View Feedback

Question 5 0 / 1 pointJesse has already written three letters to a customer whose account is now several months past due. His fourth letter to the customer should use a direct pattern.

Question options:

True

False

View Feedback

Question 6 0 / 1 pointA company can be legally liable for statements sent by an employee in an e-mail message or an instant message through the company's computer system.

Question options:

True

False

View Feedback

Question 7 1 / 1 pointThe bad feelings associated with disappointing news can generally be reduced if the reader is not told the reasons for the rejection.

Question options:

True

False

View Feedback

Question 8 1 / 1 pointMost businesspeople never have to deliver bad news.

Question options:

True

False

View Feedback

Question 9 0 / 1 pointYou may be prosecuted for transmitting a harassing or libelous message by e-mail or on a bulletin board.

Question options:

True

False

View Feedback

Question 10 0 / 1 pointA primary goal when delivering bad-news messages is to maintain a positive image of the writer and the organization.

Question options:

True

False

View Feedback

Question 11 1 / 1 pointBecause bad news can be difficult for a reader to accept, it must always be delivered using the indirect method.

Question options:

True

False

View Feedback

Question SetQuestion 12 1 / 1 pointTo make sure that it is not overlooked, always state the refusal explicitly in a bad-news message.

Question options:

True

False

View Feedback

Question 13 1 / 1 pointReaders often accept bad news better when words such as unfortunately, regret, and misunderstood are used to present the bad news.

Question options:

True

False

View Feedback

Question 14 0 / 1 pointA bad-news message written in the indirect pattern should begin with a buffer.

Question options:

True

False

View Feedback

Question 15 1 / 1 pointWe cannot allow you to return the iPhone since you purchased it over 30 days ago effectively uses the passive voice to deliver the bad news.

Question options:

True

False

View Feedback

Question 16 0 / 1 pointBecause we value loyal customers like you, we have enclosed a coupon for $20 off your next meal at P.F. Chang's is an effective closing statement for a bad-news letter.

Question options:

True

False

View Feedback

Question 17 0 / 1 pointShowing thanks to the reader for doing business in the opening is a good way to start a bad-news letter.

Question options:

True

False

View Feedback

Question 18 1 / 1 pointWe again extend our sincere apologies for shipping your order late is an effective closing for a bad-news message.

Question options:

True

False

View Feedback

Question 19 1 / 1 pointA company should always apologize in the buffer of a bad-news message.

Question options:

True

False

View Feedback

Question 20 0 / 1 pointA good technique for de-emphasizing the bad news is to place it in the middle of a paragraph.

Question options:

True

False

View Feedback

Question 21 1 / 1 pointCompany policy does not allow us to display our products at trade shows effectively explains why a writer's request must be refused.

Question options:

True

False

View Feedback

Question 22 0 / 1 pointThe most important part of a bad-news letter is the section that explains the reasons for the bad news.

Question options:

True

False

View Feedback

Question 23 0 / 1 point

Although I am unable to speak to your class at this time, I sincerely appreciate your invitation effectively positions the bad news by placing it in a subordinate clause.

Question options:

True

False

View Feedback

Question 24 0 / 1 pointUnlike the active voice, the passive voice highlights the action rather than the doer of an action; thus it is a good choice when stating bad news.

Question options:

True

False

View Feedback

Question 25 1 / 1 pointBecause readers are likely to feel hurt after reading a bad-news message, including resale or sales promotion information in the closing is never appropriate.

Question options:

True

False

View Feedback

Question SetQuestion 26 1 / 1 pointBecause Stacy knows her staff well, she should deliver all bad-news messages to them using the direct organizational pattern.

Question options:

True

False

View Feedback

Question 27 1 / 1 pointA message rejecting a request for favors, money, information, or action should begin with a statement such as Because our annual budget has already been approved, we are unable to donate to your worthwhile cause this year.

Question options:

True

False

View Feedback

Question 28 1 / 1 pointWhen declining an invitation, a statement, such as Unfortunately, because of a fully booked schedule, I will be unable to serve as your keynote speaker, should be presented by itself in a short paragraph.

Question options:

True

False

View Feedback

Question SetQuestion 29 1 / 1 pointMost companies try to resolve problems and control damage by first writing to the individual involved.

Question options:

True

False

View Feedback

Question 30 1 / 1 pointThe reasons for refusing credit should always be clearly explained.

Question options:

True

False

View Feedback

Question 31 0 / 1 pointThe major way in which bad-news letters to customers differs from other bad-news messages is that customer messages often contain resale or sales promotion material.

Question options:

True

False

View Feedback

Question 32 0 / 1 pointA letter refusing credit might include a statement such as Cash purchases receive a 2 percent discount.

Question options:

True

False

View Feedback

Question 33 1 / 1 point

When a problem occurs with a customer, it's best to wait a while before communicating with the customer to give him or her time to cool off.

Question options:

True

False

View Feedback

Question 34 0 / 1 pointIn handling problems with orders, use the indirect pattern unless the message has some good-news elements.

Question options:

True

False

View Feedback

Question 35 1 / 1 pointWhen denying a claim, use a statement such as If you had read the instruction booklet that came with the air conditioner, you would have known to change the filter every three months to let the customer know why the claim must be refused.

Question options:

True

False

View Feedback

Question SetQuestion 36 0 / 1 pointOrganizations today are experimenting with delivering bad news through communication channels such as e-mail, video, webcasts, and voice mail.

Question options:

True

False

View Feedback

Question 37 1 / 1 pointWhen denying an application for employment, use a statement such as Even though your credentials for the position of management trainee were about the best of all the candidates, we were forced to select another applicant for the position to help make the applicant feel better.

Question options:

True

False

View Feedback

Question 38 1 / 1 pointOrganizations involved in a crisis such as serious financial problems or public controversy know that it is wise to keep the bad news from employees, customers, and stockholders for as long as possible.

Question options:

True

False

View Feedback

Question SetQuestion 39 0 / 1 pointIn Latin countries, it is considered disrespectful and impolite to report bad news to superiors.

Question options:

True

False

View Feedback

Question 40 1 / 1 pointTo minimize disappointment, Americans generally prefer to present negative messages directly.

Question options:

True

False

View Feedbackis the legal term for any false statement, written or spoken, that harms an individual's reputation.

Defamation 

One primary goal in communicating bad news is to make sure your reader ____________________ and accepts the bad news.

UNDERSTANDS

The ____________________-guy syndrome refers to a situation in which the writer's statements make the reader feel better but may be misleading or inaccurate.

Good

When the reader may overlook the bad news or when firmness is necessary, the ____________________ organizational pattern should be used.

direct

Using the ____________________ organizational pattern to deliver bad news shows sensitivity to your reader

Indirect

When abusive language is written, it is called

Libel

When abusive language is spoken, it's called

Slander

Bad-news messages should always close with a pleasant statement that promotes ____________________ and a forward look.

Goodwill

Your memory card reader cannot be repaired at our local facility uses ____________________-voice verbs to deliver the bad news.

Passive

One useful technique for reducing the pain associated with a bad-news message is to place the refusal in a(n) ____________________ clause.

Subordinate

is the ability to understand and enter into the feelings of another

empathy

The most important part of a bad-news message is the section that explains the ____________________ for the bad news.

Reasons

A neutral or positive opening that does not reveal the bad news is called a(n) 

Buffer

Closing a bad-news message with a statement such as Visit our Web site soon for the best selection of our new fall styles uses ____________________ or sales promotion to encourage the customer's continued patronage.

Resale

The refusal statement in a bad-news message may be ____________________, rather than explicit, as long as the refusal is very clear to the reader

Implied

One way to soften bad news in a letter is by suggesting a(n) ____________________ to the receiver, such as suggesting that a loan applicant return with a cosigner to reapply.

Alternative

If you need to send the same message to hundreds of customers, it is best to create a(n) ____________________ letter using your word processor to save time.

Form

The ____________________ Credit Reporting Act and Equal Credit Opportunity Act state that consumers who are denied loans must receive a notice of "adverse action" explaining the decision.

Fair

Letters that say no to job applicants differ from other bad-news messages in that the reasons for the refusal should usually be ____________________ rather than specific.

General

When delivering bad news in other countries, it's important to remember that in many high-context cultures, saving ____________________ is important.

face


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