Which of the following messages generally takes the least time to complete? persuasive messages |
routine messages |
Routine messages should be direct and front-loaded. |
front-loaded. |
In the case of an email that is a routine message, where should you place the primary message to capture attention? in a post script at the end of the email |
in the subject line |
Which of the following is most likely to damage your credibility with the people who receive your emails? adopting a reader-centered tone |
leaving out some of the necessary information |
In the case of routine messages, you should aim to create a helpful, professional tone during the ______ stage. brainstorming |
drafting |
During the drafting stage, the process of designing the message focuses on giving the message a writer-centered tone. |
making the message easy to read. |
Which of the following actions is most likely to be part of the reviewing stage? proofreading the message |
proofreading the message |
Which type of routine message should you ask a colleague to review before you send it? when you are offering sympathy |
when you are speaking on behalf of a team |
Which of the following are you most likely to include in a routine request? a description of responsibilities |
the rationale for the request |
Which of the following statements is most true of a routine request? You need to be particularly persuasive when writing routine requests. Avoid including subject lines in routine requests. One primary goal for routine requests is to acknowledge a mistake. Your tone should be direct but not bossy or domineering. You can expect a lot of resistance to routine requests. |
Your tone should be direct but not bossy or domineering. |
In the case of a routine request, one of the primary goals of the message is to
display your gratitude toward the reader. |
retain the goodwill of the recipient. |
Which of the following is most likely to be caused by a failure to set worker expectations in routine messages? feeling underappreciated |
breakdowns in working relationships |
Routine messages that include details about deadlines are most likely to be messages that make announcements. |
set expectations. |
Which of the following is an accurate statement about messages that provide directions? Since describing step-by-step procedures is so specific, insufficient detail can frustrate readers. For routine matters, several people need to test the written procedures. Messages that provide directions are distinctly different from those that set expectations. While writing highly technical and complicated procedures, you should review your own work. Your ability to foster interpersonal trust is gauged from your ability to provide directions. |
Since describing step-by-step procedures is so specific, insufficient detail can frustrate readers. |
Which of the following is an effective strategy for responding to inquiries? Restrict the number of inquiries to one per email. Divide the inquiries into segments and reply to them at different times. Set off each question by using special formatting. Avoid using bullets or numbered lists. Use bullets when the order of the inquiries is important. |
Set off each question by using special formatting. |
What are announcements? lists of tasks with deadlines assigned to different employees within an organization detailed timelines by which the work should be accomplished satisfactorily written step-by-step procedures for how employees should complete a particular task updates, notices, and other correspondences that apply to a group of employees and/or customers requests for other companies to provide compensation for or correct the mistakes they have made |
updates, notices, and other correspondences that apply to a group of employees and/or customers |
Which of the following statements about announcements is true? Formatting announcements for ease of reading can be good but is not necessarily important. Announcements are usually sent to a very small group of employees or customers. Event announcements should allow readers to gather all relevant information in 10 to 15 seconds. Employees and customers devote a great deal of attention to all the announcements they receive. Employees gloss over announcements because they contain few facts. |
Event announcements should allow readers to gather all relevant information in 10 to 15 seconds. |
The part of a claim that makes a specific request of the recipient is known as a rationale. |
call to action. |
Which of the following is the most effective technique to use when making a claim? Dwell on your frustration and dissatisfaction. Question the intent of the company you are writing. Lay out a logical explanation of the claim. Threaten to take your business elsewhere. Let the recipient decide what action should be taken. |
Lay out a logical explanation of the claim. |
Which of the following is true of messages showing appreciation? They are only sent by lower-level employees and are always sent to superiors. A sincere expression of thanks strengthens work relationships. It is not important to state goodwill in such messages. Messages showing appreciation are always informal. Gaining attention is the primary focus of messages showing appreciation. |
A sincere expression of thanks strengthens work relationships. |
Appreciation messages should begin with a(n) duplicate subject line. |
expression of thanks. |
Which of the following is an important element of an apology? providing responses |
offering commitments |
Apologies are most effective when they are vague. |
are timely. |
Which of the following is true of apologies? For the apology to be effective, others must sense that the apologizer has an agenda. Effective apologies must focus on you, not on the injured party or parties. Defensive behavior during an apology validates the apologizer’s sincerity. Apologies are effective when they employ clichés to express sentiment. If you are dealing with customers or clients, an apology may imply legal responsibility. |
If you are dealing with customers or clients, an apology may imply legal responsibility. |
Betsy learns that the wife of one of her main clients has just died. What should Betsy do? Ignore the situation because their relationship is professional, not personal. Send a condolence email as soon as possible. Order the biggest bouquet of flowers possible to be sent to the funeral. Send a brief but genuine handwritten note of sympathy. Say, "I’m sorry for your loss," the next time she sees him. |
Send a brief but genuine handwritten note of sympathy. |
BCOM ch. 9
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