Deck 8: Writing Routine Messages

Question 1

The most frequently used medium of communication within an organization is the ______.

A)letter
B)memo
C)brochure
D)bulletin board

Answer 1

B

Question 2

The paper quality of a letter is an example of ______.

A)verbal communication
B)metacommunication
C)false communication
D)telecommunication

Answer 2

B

Question 3

Writers who prepare messages matching their readers' interest are using ______.

A)metacommunication
B)connotations
C)euphemisms
D)none of these

Answer 3

D

Question 4

The indirect approach is an appropriate strategy for ______.

A)good news
B)neutral news
C)bad news
D)both good news and neutral news

Question 5

The direct approach is an appropriate strategy for ______.

A)good news
B)neutral news
C)bad news
D)both good news and neutral news

Question 6

Which type of internal correspondence may be in either direct or indirect order?

A)form memos
B)requests for action
C)announcements
D)guideline memos

Question 7

Which of the following is the most frequent reason memos are used in an organization?

A)to communicate with groups
B)copying-in
C)fixing responsibility
D)both to communicate with groups and fixing responsibility

Question 8

The closing of an inquiry letter should ______.

A)build goodwill
B)demand a speedy reply
C)summarize the main points
D)provide a phone number

Question 9

Negative responses to an inquiry should begin with ______.

A)a reminder of the request
B)a denial of the request
C)little to no reasoning for the denial
D)an apology

Question 10

An easy way to find positive words for a negative message is to ______.

A)say what will happen
B)deny the bad news
C)admit responsibility
D)place blame

Question 11

When writing a positive response to an inquiry,______.

A)the opening should contain a buffer
B)the organization of the body should be indirect
C)the organization of the body should depend on the inquiry
D)the closing should contain an apology

Question 12

The opening of a persuasive request should ______.

A)use an indirect strategy
B)use a direct strategy
C)greet the reader
D)catch the reader's attention

Question 13

Which of these strategies softens the blow of negative messages?

A)place negative information at points of low emphasis
B)avoid no or not when possible
C)avoid words with negative connotations
D)all of these

Question 14

The "you" attitude does not ______.

A)anticipate questions
B)stress reader benefits
C)emphasize negatives
D)use the words you,your,or yours

Question 15

An apology should include which of the following?

A)minimization of the wrongdoing
B)acceptance of responsibility
C)admission that the offense might be repeated
D)all these

Question 16

Which of the following is NOT a standard guide word for a memo?

A)to
B)from
C)topic
D)date

Question 17

Memos and e-mails written by managers are considered to be ______.

A)interesting
B)permanent
C)unimportant
D)classified

Question 18

Which strategy is used for messages that convey good news?

A)direct strategy
B)indirect strategy
C)vertical strategy
D)horizontal strategy

Question 19

Which of the following items should appear in the close of a letter denying a claim?

A)an apology
B)effort at resale
C)an explanation of why the claim was denied
D)an offer to set up a meeting to discuss the claim

Question 20

The "you" attitude ______.

A)adapts the message to the reader
B)influences the format of the message
C)subordinates negative information
D)all of these

Question 21

Which of the following is a good reason NOT to apologize?

A)Apologizing implies responsibility for wrongdoing.
B)Apologizing invites legal action against the writer and the organization.
C)Apologizing can damage a company's image.
D)all of these

Question 22

Most claim refusal letters should close with an apology.

Question 23

For which of the following should you use the indirect strategy?

A)inquiries
B)positive responses to claims
C)requests
D)none of these

Question 24

An indirect approach in responses to inquiries should have reasons for denying the request followed by the refusal.

Question 25

The writer should use negative words such as claim,allege,problem,damage,and regret to convey the seriousness of a letter or memo.

Question 26

Negative news should be stated in the middle of the body paragraph of an indirect message.

Question 27

Claim letters should detail both the problem and the actions required for satisfaction.

Question 28

For the direct strategy,the introduction should take several paragraphs to orient the readers so they know what to expect in the rest of the message.

Question 29

"BIF" stands for ______.

A)Big Idea First
B)Best Idea First
C)Best If Formal
D)Big Idiom Forgotten

Question 30

Although a claim letter deals with something negative,it should be written directly.

Question 31

The "you" attitude deals with the writer's feelings and should be expressed as such when writing.

Question 32

"BILL" stands for ______.

A)Big Idea at Long Last
B)Big Idea a Little Later
C)Best Idea a Lot Later
D)Big Idiom a Little Later

Question 33

Which is the best strategy when there is significant damage or injury?

A)no apology
B)a partial apology
C)a full apology
D)none of these

Question 34

The most likely audience question is,"What is the purpose of this message?"

Question 35

You can improve the reader's response to bad news when you ______.

A)offer a reason for the outcome
B)provide an alternative or a compromise whenever possible
C)bluntly start off with the bad news
D)both offer a reason for the outcome and provide an alternative or a compromise whenever possible

Question 36

With the indirect strategy,the message begins with a buffer.

Question 37

Positive responses to claims never need explanation.

Question 38

For which of the following should you use the direct strategy?

A)negative responses to inquiries and requests
B)refused claims
C)persuasive messages
D)none of these

Question 39

An appropriate strategy for most negative messages is the indirect one.

Question 40

In a persuasive request,it is not a good idea to anticipate and answer the possible objections the reader might raise.

Question 41

"Please do not hesitate to contact me" is preferred over "Please contact me" because it sounds more businesslike.

Question 42

The basis for making organizational decisions when composing a business message is the "you" attitude.

Question 43

How can a writer de-emphasize the negative in messages?

Question 44

When contacting a boss by memo or e-mail,strategic writers also should copy their immediate supervisors.

Question 45

An easy way to deliver a negative message in a positive tone is to stress reader benefits.

Question 46

Since managers write so many e-mails every day,they are not held to the same writing standards as letters.

Question 47

While notification and announcement memos are appropriate for groups,requests for action can be directed only to individuals.

Question 48

How can goodwill be built in a refused claim? What dangers exist in offering an unexplained compromise?

Question 49

A political device for internal correspondence is to "copy" in certain people.

Question 50

What are some of the tactics one should avoid in writing an initial claim letter?