Chapter 6: Multiple Choices
a. letters but not e-mail or voice mail.
b. e-mail but not letters or voice mail.
c. e-mail and letters but not voice mail.
d. e-mail, memos, or voice mail.
a. a prediction of the receiver’s reaction to the main idea.
b. the deductive sequence.
c. the inductive sequence.
d. a reflection of the writer’s mood and personality.
a. follow the inductive sequence.
b. vary dramatically from one company to another.
c. can generally be applied to cultures around the world.
d. are generally consistent among North American audiences.
a. begin with the details, state the main idea, and end on a friendly thought.
b. begin with the main idea, provide details and explanation, and end on a future-oriented closing thought.
c. start with a friendly thought, provide details, and end with the main idea.
d. none of the above
a. written to employees within a company.
b. less formal in tone and formatting.
c. subject to less grammatical scrutiny.
d. more formal in tone.
a. Letter, email, or telephone
b. Memo, instant messaging, or letter
c. Letter, phone, or in person
d. Memo, email, or phone
a. The first sentence receives attention since it is in an emphatic position.
b. The good news in the first sentence puts receivers in a good frame of mind.
c. The organization is persuasive and calls for action.
d. The receiver can understand the important idea and move quickly through the supporting details.
a. Time the message to arrive two to three weeks following the action or event.
b. Use slight overstatements to communicate your favorable attitude.
c. Avoid specific remarks about the receiver’s performance or achievement.
d. Consider sending a copy of the appreciation message to the individual’s supervisor.
a. a negative news message.
b. an attempt to preserve a relationship.
c. unwelcomed, since a verbal apology is more meaningful.
d. a misdirected communication.
a. Thank them at the staff meeting next month.
b. Post a note on the company intranet.
c. Ask your administrative assistant to post a note in the lunchroom.
d. Send an email immediately to all staff.
a. persuasive claim.
c. routine claim.
d. negative news message.
d. negative news
a. the message should begin with a request for action.
b. the message should begin with the details and explanation.
c. the message should begin with an expression of appreciation of the business relationship.
d. none of the above.
a. Use the direct approach.
b. Use a persuasive, forceful tone.
c. Assume the request will be granted.
d. Avoid an accusatory tone.
a. a routine claim.
b. a persuasive request.
c. a negative news message.
d. a goodwill message.
a. A fair response to a legitimate request
b. A statement that “the claim is being granted”
c. Resale or sales promotional material
d. An attempt to regain possible lost goodwill
a. persuasive arguments need to be presented at the beginning of the message.
b. routine requests require a forceful approach.
c. routine requests begin with details and explanations first.
d. persuasive messages are shorter in length.
a. We can definitely assist you in having your regional conference at the Ritz-Carlton.
b. Thank you for your request.
c. Please let us know the number of rooms you require first.
d. I read your request.
a. Add variables to the standard text to tailor the message to the individual.
b. Use pre-produced mailing labels.
c. Use stored paragraphs that are selected according to the situation.
d. Use good quality paper and a high quality printer.
a. Memos and email messages
b. Face-to-face meetings and phone conversations
c. Phone conversations and instant messaging
d. Reports and letters
a. uses active voice and action verbs.
b. numbers each step of the procedure in order of completion.
c. uses a flow chart to show complex procedures.
d. is not pilot tested by colleagues and other employees.
a. Send the procedural message in an email to all employees.
b. Ask each employee to come in for a meeting with you.
c. Schedule a company-wide meeting to explain the procedure.
d. Send each employee a form letter to his or her home about the requirement.
a. Put the procedures in bullet format.
b. Number the steps.
c. Prepare a flowchart.
d. None of the above.
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