Question 1

Goodwill messages are important to personalizing and strengthening the workplace.(1)Identify and explain the five Ss that apply when writing them and (2)give three types of goodwill messages and describe two scenarios for eachwhere it would be appropriate to send that type of message.

Accepted Answer

The answer of Goodwill messages are important to personalizing and...

Question 2

Planning for ________ is important in helping you determine whether your message has been successful.You can do this by asking questions such asAre you comfortable with these suggestions? or What do you think?

Accepted Answer

The answer of Planning for ________ is important in helping...

Question 3

Even if youexpress sympathy immediately after learning of a death or accident via e-mail,you should still follow that message up with a ________ note.

Accepted Answer

The answer of Even if youexpress sympathy immediately after learning...

Question 4

Your company was charged twice last month for its rent.This amount is automatically deducted from your company's checking account,and you just noticed the double entry for June.You must write a claim letter to your landlord asking for a refund of $3,000.Write a clear,concise claim letter.Because you expect your landlord to agree readily,use the direct strategy.Write only the body of the letter,omitting the letter addresses,salutation,complimentary close,and enclosure line.

Accepted Answer

The answer of Your company was charged twice last month...

Question 5

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,explain...

Question 6

You are a landlord for an office building.You just received a claim letter from a tenant asking for a refund of $3,000 for a duplicate rent payment in June.You check your records and find out that the June rent was deducted twice from the tenant's bank account.You think this must have been a bank error,but the double amount was transferred to your bank account.Write an adjustment letter to the tenant indicating that you are enclosing a refund check.Write only the body of the letter,omitting the letter addresses,salutation,complimentary close,and enclosure line.

Accepted Answer

The answer of You are a landlord for an office...

Question 7

________ messages express thanks,congratulations,recognition,and sympathy.

Accepted Answer

The answer of ________ messages express thanks,congratulations,recognition,and sympathy....

Question 8

Goodwill messages should be selfless,specific,sincere,spontaneous,and ________.

Accepted Answer

The answer of Goodwill messages should be selfless,specific,sincere,spontaneous,and ________....

Question 9

Deciding whether to ________ to a customer in an adjustment message is a debatable issue.Some attorneys discourage doing so,but many customers appreciate it.

Accepted Answer

The answer of Deciding whether to ________ to a customer...

Question 10

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,claims...

Question 11

Use the ________ organizational strategy for claims to which you expect the receiver to agree readily.

Accepted Answer

The answer of Use the ________ organizational strategy for claims...

Question 12

Although e-mail is effective for both internal and external communication,many important messages still call for letters.Identify the four situations calling for business letters and describe a work-related example of each of these situations.

Accepted Answer

The answer of Although e-mail is effective for both internal...

Question 13

You are responsible for writing an instruction e-mail message that will outline the new procedures to log on to the company network.Develop a numbered list containing at least five steps.Your list should be written clearly using parallel structure.

Accepted Answer

The answer of You are responsible for writing an instruction...

Question 14

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 15

Adjustment messages that grant customers' claims should be written using the _________ organizational pattern.

Accepted Answer

The answer of Adjustment messages that grant customers' claims should...

Quiz 8: Positive Messages