BCOM ch. 9

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Which of the following messages generally takes the least time to complete?

persuasive messages
bad-news messages
routine messages
crisis communications messages
public relations messages

routine messages

Routine messages should be direct and

front-loaded.
back-loaded.
middle-loaded.
detail-loaded.
subject-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
in the signature block
in an attachment
in the body 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
breaking your message into bulleted points
repeating the primary message at the end of the email
using a salutation in the email form

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
planning
drafting
reviewing
proofreading

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.
correcting typos in the message.
ensuring that the message contains all needed information.
analyzing the audience of the message.

making the message easy to read.

Which of the following actions is most likely to be part of the reviewing stage?

proofreading the message
analyzing the audience
creating a reader-centered tone
gathering relevant, accurate, and up-to-date information
developing the primary 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 setting up a lunch date
when you are thanking someone for help
when you are speaking on behalf of a team
when you are expressing congratulations

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
an expression of gratitude
a claim about the request
an expression of sympathy

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.
accept responsibility for a harm caused.
acknowledge a mistake.
improve the workplace relationships.

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
inadvertent legal responsibility
the spread of garbled information
breakdowns in working relationships
noncompliance with requests

breakdowns in working relationships

Routine messages that include details about deadlines are most likely to be messages that

make announcements.
express gratitude.
convey apologies.
make claims.
set expectations.

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.
subject line.
primary message
call to action.
statement of goodwill.

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.
statement of goodwill.
rationale for the appreciation.
expression of thanks.
call to action.

expression of thanks.

Which of the following is an important element of an apology?

providing responses
making requests
offering commitments
expressing sympathy
offering support

offering commitments

Apologies are most effective when they

are vague.
focus on oneself.
deny responsibility.
are timely.
use clichés.

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.

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