MCOM Quiz 1

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

a) persuasive messages
b) bad-news messages
c) routine messages
d) crisis communications messages
e) public relations messages

routine messages

Routine messages should be direct and

a) front-loaded
b) back-loaded
c) middle-loaded
d) detail-loaded
e) subject-loaded

front-loaded

When composing a routine message email, where should you place the primary message to capture attention?

a) in the subject line
b) in the signature block
c) in an attachment
d) in the body of the email
e) in a post script

in the subject line

Carla wants her email messages to emphasize her credibility. Which of the following should she be most certain to do?

a) Use the word "I" to demonstrate her authority
b) Make sure she has included all necessary information
c) Use long paragraphs to demonstrate knowledge
d) Repeat the primary message at the end of the email
e) Avoid using a greeting or informal language

Make sure she has included all necessary information

When developing routine messages, you should aim to create a helpful, professional tone during the ______ stage.

a) brainstorming
b) planning
c) writing
d) reviewing
e) proofreading

writing

During the writing stage of routine message development, focus on

a) giving the message a writer-centered tone
b) making the message easy to read
c) correcting typos in the message
d) seeking feedback from colleagues
e) 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?
a) proofreading the message
b) analyzing the audience
c) creating a reader_centered tone
d) gathering relevant information
e) developing the primary message

proofreading the message

Which type of routine message should you ask a colleague to review before you send it?

a) a message offering sympathy
b) a message setting up a lunch date
c) a message thanking someone for help
d) a message speaking on behalf of a team
e) a message expressing congratulations

a message speaking on behalf of a team

Which of the following are you most likely to include in a routine request?
a) a description of responsibilities
b) the rationale for the request
c) an expression of gratitude
d) a claim about the request
e) an expression of sympathy

the rationale for the request

Which of the following statements is most true of a routine request?

a) You need to be particularly persuasive when writing routine requests
b) Avoid including subject lines in routine requests
c) One primary goal for routine requests is to acknowledge a mistake
d)
Your tone should be direct but not bossy or domineering
e) 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

a) display your gratitude toward the reader
b) retain the goodwill of the recipient
c) accept responsibility for a harm caused
d) acknowledge a mistake
e) improve the workplace relationships

retain the goodwill of the recipient

Nolan asks his team to prepare a proposal for a major client, but he does not outline his expectations. Which of the following is most likely to result?

a) Nolan will be admired for his friendly, casual approach
b) Nolan will be admired for his friendly, casual approach
c) Nolan’s credibility will be negatively impacted
d) Nolan’s team will refuse to write the proposal
e) Nolan’s team will think he is overstepping his authority

Nolan’s credibility will be negatively impacted

Deadline details are most likely to be included in routine messages that

a) make announcements
b) express gratitude
c) convey apologies
d) make claims
e) set expectations

set expectations

Which of the following is an accurate statement about messages that provide directions?

a) Since describing step-by-step procedures is so specific, insufficient detail can frustrate readers
b) For routine matters, several people need to test the written procedures
c) Messages that provide directions are distinctly different from those that set expectations
d) While writing highly technical and complicated procedures, you should review your own work
e) 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?

a) Restrict the number of inquiries to one per email
b) Divide the inquiries into segments and reply to them at different times
c) Set off each question by using special formatting
d) Avoid using bullets or numbered lists
e) Use bullets when the order of the inquiries is important

Set off each question by using special formatting

Which of the following is an announcement?

a) a staffing plan for a new product launch
b) a frequently asked questions (FAQ) page
c) a set of directions for completing a business task
d) an update to the employee technology agreement
e) an apology for an editing error

an update to the employee technology agreement

Which of the following statements about announcements is true?

a) Formatting announcements for ease of reading can be helpful, but it is not necessary
b) Announcements are usually sent to a small, targeted group of employees or customers
c) Event announcements should allow readers to gather all relevant information in 10 to 15 seconds
d) Employees and customers devote a great deal of attention to the announcements they receive
e) 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

a) rationale
b) subject line
c) primarymessage
d) call to action
e) statement of goodwill

call to action

Which of the following is the most effective technique to use when making a claim?

a) Dwell on your frustration and dissatisfaction
b) Question the intent of the company you are writing
c) Lay out a logical explanation of the claim
d) Threaten to take your business elsewhere
e) 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?

a) They are only sent by lower-level employees and are always sent to superiors
b) A sincere expression of thanks strengthens work relationships
c) It is not important to state goodwill in such messages
d) Messages showing appreciation are always informal
e) 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)

a) duplicate subject line
b) statement of goodwill
c) rationale for the appreciation
d) expression of thanks
e) call to action

expression of thanks

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

a) providing responses
b) making requests
c) offering commitments
d) expressing sympathy
e) offering support

…

Apologies are most effective when they

a) are vague
b) focus on oneself
c) deny responsibility
d) are timely
e) use clichés

are timely

Which of the following is true of apologies?

a) For the apology to be effective, others must sense that the apologizer has an agenda
b)
Effective apologies must focus on you, not on the injured party or parties
c) Defensive behavior during an apology validates the apologizer’s sincerity
d) Apologies are effective when they employ clichés to express sentiment
e) 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

Marta hears that the son of a major client has died. Which of the following is the most appropriate response?

a) Avoid complicating the business relationship with personal gestures
b) Send the client an email wishing his family well
c) Include a eulogy for the client’s son in your next newsletter
d) Send a handwritten sympathy card to the client
e) Wait until the next client meeting to ask how the client is doing

Send a handwritten sympathy card to the client