Deck 16: Proofreading and Corrections Symbols

Question 1

Most of the workplace messages you write will probably deal with routine matters that require straightforward answers using the direct method.

Answer 1

True

Question 2

When expressing thanks or offering congratulations, handwritten notes are more impressive than e-mail messages.

Answer 2

True

Question 3

Placing the reasons before the bad news improves the chances that the reader will accept and understand the bad news.

Answer 3

True

Question 4

When explaining compliance in the body of an adjustment letter, avoid words such as regret, misunderstanding, and unfortunately.

Question 5

The direct organizational pattern should never be used when delivering bad news.

Question 6

To sound professional and courteous, include a sentence such as Thank you for your cooperation in the closing paragraph of an information or action request letter.

Question 7

The opening of a persuasive request should be used to gain your reader's attention and interest.

Question 8

A good business strategy is to grant all customer claims, even if they're unjustified or unreasonable.

Question 9

An effective technique when writing a persuasive claim or complaint letter is to show how angry you are about the situation.

Question 10

Use of e-mail and company Web pages has made sales letters delivered by land mail obsolete.

Question 11

When abusive language is written, it is called libel; when spoken, it is slander.

Question 12

Rational appeals are associated with reason and intellect, whereas emotional appeals relate to status, ego, and sensual feelings.

Question 13

Directives moving downward from superiors to subordinates usually follow the indirect organizational pattern.

Question 14

Paper-based messages such as letters and memos have become obsolete in today's business world.

Question 15

We regret to inform you that company policy does not allow us to provide employee references to prospective employers is an example of an effective explanation.

Question 16

When requesting action or information by a specific date, place the end date in the closing paragraph.

Question 17

When writing a straightforward claim that you expect the reader to agree with readily, use the direct organizational pattern.

Question 18

Including a subject line in your e-mail message or memo is critical because it often determines whether or when the message is read.

Question 19

Because e-mail messages are more informal than messages sent via other workplace communication channels, you don't have to be so concerned with correct grammar and spelling.

Question 20

E-mail is inappropriate for sending sensitive, confidential, or long
messages.

Question 21

Which of the following situations would most likely require persuasion within an organization?

A) Requesting employees to attend a training session
B) Telling employees about a new procedure that will go into effect next month
C) Asking employees to change their working hours to improve customer service
D)Informing employees about a change in cafeteria hours

Question 22

You are inviting a well-known environmentalist to speak at the dedication ceremony for a new wildlife sanctuary. Since you can't provide an honorarium, you decide to stress the fact that she will be speaking and offering guidance to community leaders who impact environmental decisions for this area. You are focusing on

A) a direct benefit.
B) an indirect benefit.
C) something with a monetary value.
D)statistics.

Question 23

Which of the following would be the most effective closing statement in a routine action request letter?

A) Because we must train employees on the new accounting software prior to the start of our fiscal year, please install the software by February 1.
B) We hope to have the accounting software installed by February 1.
C) Thanking you in advance for installing the accounting software by February 1.
D)I would appreciate your installing the software as soon as possible.

Question 24

Which of the following is the most important part of a bad-news message?

A) A positive, forward-looking closing
B) A neutral buffer
C) An explanation of the reasons for the bad news
D)The bad news itself

Question 25

The recommended order for messages that deliver bad news is

A) buffer, explanation, bad news, goodwill closing.
B) buffer, bad news, explanation, goodwill closing.
C) explanation, buffer, bad news, goodwill closing.
D)bad news, explanation, buffer, goodwill closing.

Question 26

Which of the following e-mail subject lines would be most effective?

A) Hello!
B) Our next regularly scheduled meeting of the Task Force will be held on March 18.
C) Task Force Meeting March 18
D)IMPORTANT! Open Immediately.

Question 27

You have decided to ask your supervisor to authorize the purchase of Blackberry smartphones for you and other members of the sales force. The most important item for you to include in your persuasive request is

A) a clear explanation of how you will benefit from the purchase.
B) an appeal to your supervisor's emotions.
C) clear documentation, including facts, figures, and evidence.
D)the appearance of the Blackberry smartphones.

Question 28

Which of the following is the best tip for replying to e-mail messages?

A) Reply to an e-mail message as soon as you read it; don't read additional e-mails that might confuse you.
B) Revise the subject line if the topic changes.
C) Include the sender's entire original message in the body of your reply so that he/she knows what you're responding to.
D)Retain any original subject line to identify a conversation thread, even if the topic shifts.

Question 29

Which of the following would be the most effective opening statement in a routine request e-mail message?

A) This e-mail message is to inform you that I need information about your company's on-site management development training program.
B) My name is Kelly Perkins, and I am interested in your on-site management development training program.
C) I recently read in Corporate World magazine that your company is offering an on-site management development training program.
D)Please send information about your on-site management development training program.

Question 30

Jason Storey has five questions to ask his reader in a routine information request letter. What is the best way to present these questions?

A) As a separate enclosure
B) In a bulleted or numbered list in the body of his letter
C) In paragraph form in the body of his letter
D)In a follow-up e-mail

Question 31

When sending a negative message, you should generally use

A) the indirect strategy.
B) the direct strategy.
C) an e-mail message.
D)your best stationery.

Question 32

You are writing a letter to request information about wireless connectivity for your workplace computers. Since you expect the information to be forthcoming, where in the letter should you put the actual request for information?

A) In the introduction
B) In the body
C) In the conclusion
D)In an attachment

Question 33

What should you do when using instant messaging in the workplace?

A) Keep separate contact lists for personal and professional contacts.
B) Make yourself unavailable when you need to complete a project or meet a deadline.
C) Don't use IM to send sensitive or confidential messages.
D)You should do all of these.

Question 34

Which of the following is the best advice to follow when explaining bad news?

A) Because it's important for the reader to understand the reasons behind the bad news, it's acceptable to cite confidential reasons.
B) It's best to include a statement that says the bad news results from company policy. Most readers will understand this explanation.
C) The explanation should always follow the bad news so that the reader will better understand it.
D)Readers are more open to bad news if in some way, even indirectly, it may help them.

Question 35

You should use persuasion when

A) you anticipate agreement with your position.
B) your ideas require preparation before you can present them effectively.
C) audience attitudes match the objectives of your plan.
D)your message is especially attractive to the audience.

Question 36

Which parts of your letters are readers likely to find most interesting and read first?

A) Address and body
B) Opening and closing
C) Middle paragraphs of justification and explanation
D)Salutation and subject line

Question 37

Dominic must send a bad-news message to a customer, telling the customer that a product she ordered is no longer available. What should Dominic do first?

A) Select a soothing color of stationery for the message.
B) Gather information about the reasons that the product is no longer available.
C) Write his buffer statement.
D)Analyze the bad news to see how it will affect his business.

Question 38

Which of the following is the best advice for using business e-mail?

A) If your e-mail message covers several topics, it's acceptable to leave the subject line blank.
B) If your message is extremely important, write it in all capital letters.
C) Because e-mail is casual communication, you don't have to worry about the tone you use.
D)Assume that all workplace e-mail is monitored.

Question 39

When price may be an obstacle in a sales letter, what should you do?

A) Delay mentioning the price until after you have created desire for the product or service.
B) Show the price in small units.
C) Compare your price with those of a competitor.
D)You should do all of these.

Question 40

Which of the following openings is most appropriate for a straightforward claim letter?

A) We've been buying items from you on eBay for three years, and we've always been pleased with your merchandise in the past.
B) On August 14 we received a shipment containing the jewelry on which we won the bid on August 1 (Item No. 544558-15454).
C) Please send me an 18-inch herringbone sterling silver chain to replace the enclosed broken one I received on August 14.
D)I was extremely disappointed to receive a broken 18-inch sterling silver herringbone chain in my most recent shipment.

Question 41

Name two electronic communication channels besides e-mail that are used in the workplace.

Question 42

Revise the following paragraph so that it includes a vertical list using any method you prefer.
The task force developed an emergency response plan. While designing the plan, they identified key personnel in charge of evacuating buildings. To prepare for handling injuries, they compiled a purchase list of emergency medical supplies. They also created a list of emergency contact phone numbers for all employees. Finally, they developed an emergency-preparedness training program for employees.

Question 43

Name one pro and one con of using instant messaging (IM) in the workplace.

Question 44

Name one reason that business letters are still important in today's workplace.

Question 45

Name two guidelines for creating effective online sales messages.

Question 46

When writing goodwill messages, you should concentrate on the five Ss. Name two of these Ss that explain what goodwill messages should be.

Question 47

Name two rules of netiquette that show respect for others when using e-mail.

Question 48

Rewrite the following poorly written opening to an adjustment letter responding to a claim. Write the opening sentence only.
We are extremely saddened to learn of the unfortunate failure of your iPod touch, and we apologize for any inconvenience it has caused you. Although company policy typically prevents us from offering a total replacement at no cost to you for defective products, we'll make an exception in your case. Therefore, we have enclosed a voucher for a new iPod touch that you can take to our store nearest you.

Question 49

Revise the following poorly written opening of a claim letter requesting a refund
of the full purchase price of an iPod still under warranty. Write the opening
sentence only.
On May 12 I purchased an iPod touch from your online store for $229.99 plus shipping charges of $15.24. I have been using this iPod during my daily commute to work ever since I bought it. Yesterday it simply quit working, and now I can't upload any songs or playback any songs previously recorded. This iPod cost me a pretty chunk of change for a little music during the commute, and I'm pretty angry about it failing so soon. When I tried to return it to a local outlet for your company yesterday, they told me I had to write directly to you. Now what?

Question 50

As a business communicator, you have several primary and secondary goals
when delivering bad news. Name two of these goals; they can be either primary or secondary goals.