Question 1

An effective way to begin a thank-you message is Thanks, Lyndsay, for hosting our class last Friday evening at your lovely home.

Accepted Answer

This is an effective way to begin a thank-you message as it expresses gratitude to the host and acknowledges their efforts in hosting the event.

Question 2

When a company receives a claim and decides to respond favorably, the response message is called a(n) ____________________.

Accepted Answer

The answer of When a company receives a claim and...

Question 3

Remove the protective seal from the toner cartridge has been written in the ____________________, or command, mood.

Accepted Answer

The answer of Remove the protective seal from the toner...

Question 4

Because sympathy notes can be difficult to write, you should always purchase a commercial, preprinted sympathy card to make the best impression.

Accepted Answer

While preprinted sympathy cards can be helpful for some, a personalized note or letter can often convey more sincerity and thoughtfulness. It is up to the individual to determine what method of expressing sympathy feels most appropriate for the situation.

Question 5

The closing of a routine request that requires action may include an end ____________________ so that the reader knows when an action is required.

Accepted Answer

The answer of The closing of a routine request that...

Question 6

Business ____________________ are important when a permanent record is required, when a message is confidential, and when formality is necessary.

Accepted Answer

The answer of Business ____________________ are important when a permanent...

Question 7

Knowledgeable business communicators use a(n) ____________________ line in a routine response message to refer to earlier correspondence so that in the first sentence they are free to emphasize the main idea.

Accepted Answer

The answer of Knowledgeable business communicators use a(n) ____________________ line...

Question 8

____________________ messages describe how to complete a task.

Accepted Answer

The answer of ____________________ messages describe how to complete a...

Question 9

The most emphatic positions in a message are the opening and ___________.

Accepted Answer

The answer of The most emphatic positions in a message...

Question 10

In the ______________ of a claim message, explain the problem and justify your request. Provide the necessary details so that the difficulty can be corrected without further correspondence.

Accepted Answer

The answer of In the ______________ of a claim message,...

Question 11

Even in an age of digital communication, claims written as ___________ are taken more seriously than telephone calls or e-mails.

Accepted Answer

The answer of Even in an age of digital communication,...

Question 12

Goodwill messages should use phrases such as Thank you from the bottom of my heart or It gives me great pleasure to extend my congratulations.

Accepted Answer

The answer of Goodwill messages should use phrases such as...

Question 13

Action information and deadlines belong in the ____________________ of a routine request message.

Accepted Answer

The answer of Action information and deadlines belong in the...

Question 14

It's not necessary to respond when you receive a written congratulatory note.

Accepted Answer

Responding to a written congratulatory note is considered good etiquette as it acknowledges the sender's effort and thoughtfulness.

Question 15

Social media experts say that not every comment on the Web merits a response. They recommend responding to posts only when you can add _____________, for example, by correcting false information or providing customer service.

Accepted Answer

The answer of Social media experts say that not every...

Question 16

___________, positive messages are those that communicate straightforward requests, replies, and goodwill.

Accepted Answer

The answer of ___________, positive messages are those that communicate...

Question 17

When you write messages that request information or action and think your request will be received positively, use the ____________________ organizational strategy.

Accepted Answer

The answer of When you write messages that request information...

Question 18

You should provide necessary details in the _________ of a message that requests information or action.

Accepted Answer

The answer of You should provide necessary details in the...

Question 19

____________________ (or straightforward) claims are those to which you expect the receiver to agree readily; these claims are written using the direct organizational pattern.

Accepted Answer

The answer of ____________________ (or straightforward) claims are those to...

Question 20

____________________ (or complaint) letters are written by customers to identify or to correct a problem with products or services they have purchased.

Accepted Answer

The answer of ____________________ (or complaint) letters are written by...

Quiz 8: Positive Messages