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What is the advantage of front-loading a routine message?


A) It ensures that the tone of your message is other-oriented.
B) It enables you to elaborate on non-important matters at the end.
C) It is an efficient way to make an email less bulky.
D) It ensures that the recipients perceive your message as unbiased.
E) It makes it easier to grab the reader's attention.

F) B) and D)
G) C) and D)

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Describe the process of developing a message that makes a claim.

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Claims are requests for other companies ...

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How can you construct a good set of directions that is easy to understand?

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Messages that provide directions share m...

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Read the following email,which Leah sent to her supervisor.Then choose the answer below that best explains what is wrong with the email. SUBJECT: Praise for our intern's work Janice,I just wanted to let you know that Bryan is doing exceptional work as an intern.I'm really happy with his effort.


A) The email is too general to tell Janice anything about Bryan's performance.
B) The tone is too casual for this type of email.
C) It is not Leah's place to send a note praising a colleague to her supervisor.
D) Leah should have waited until Janice asked her opinion.
E) The subject line should be more specific to capture Janice's attention.

F) A) and E)
G) A) and D)

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Explain why it is appropriate to extend sympathy messages to close professional contacts and how best to formulate those messages.

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When a close professional contact experi...

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When conducting a FAIR test on a routine message,the most important aspect to consider is respect.

A) True
B) False

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Very general messages keep readers from being bogged down in detail and add to the sender's credibility.

A) True
B) False

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The foremost requirement of any expression of sympathy is that it be sincere.

A) True
B) False

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To prevent employees and customers from ignoring announcements,the subject line must be specific and must create interest.

A) True
B) False

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Appreciation messages should not appear self-serving in any way.

A) True
B) False

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Which of the following is characteristic of a strong routine message?


A) few details
B) short paragraphs
C) general statements
D) little special formatting
E) argumentative language

F) All of the above
G) A) and C)

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Many employees gloss over announcements because announcements


A) are typically written in an other-oriented tone.
B) typically consist of requests for claims.
C) are broadcast to a large number of employees.
D) are rarely interesting to read.
E) are complicated to understand.

F) A) and B)
G) A) and C)

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Business professionals who fail to do audience analysis for routine messages lose credibility.

A) True
B) False

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Which of the following is most likely to take place during the drafting stage?


A) creating a professional and helpful tone
B) ensuring that the message contains all needed information
C) identifying the primary message and key points
D) checking for typos
E) conducting audience analysis

F) B) and E)
G) A) and B)

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What is the foremost requirement of an expression of sympathy?


A) It must be brief.
B) It must be sincere.
C) It must be accompanied by a gift.
D) It must express grief.
E) It must be delivered in person.

F) B) and E)
G) A) and E)

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What is the main challenge that authors of routine messages have to overcome?


A) Finding enough facts to write a routine message is difficult.
B) Readers receive so many routine messages that it is hard to catch their attention.
C) Routine messages require substantial evidence to document their claims.
D) Knowing what the audience wants from a routine message can be very difficult.
E) Most routine messages have complex content that is difficult to simplify.

F) A) and D)
G) A) and E)

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Read the following email,which Jim sent to his team.Then choose the answer below that best explains what is wrong with the email. SUBJECT: Proposal draft due Friday Just a reminder that the proposal draft is due Friday for all team's.Please finalize your work ahead of the deadline before Friday.


A) Jim should mention each team member by name.
B) The message is too short.
C) It is not proper memo style to skip the greeting.
D) Jim has not reread the message.
E) Jim has not been clear about when the proposal is due.

F) A) and D)
G) A) and C)

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Which of the following accurately describes the act of setting expectations for others?


A) Only senior managers ever have to set expectations for their subordinates.
B) First-time managers are the people who are most comfortable telling others what to do.
C) Setting expectations is directly tied to your ability to foster interpersonal trust in the workplace.
D) The way in which you set expectations for others has little impact on your credibility.
E) Stating goodwill in a message for setting expectations conveys weakness.

F) B) and E)
G) C) and D)

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When a business professional has to send a message to answer another person's questions,the professional is


A) making announcements.
B) making claims.
C) responding to inquiries.
D) providing directions.
E) setting expectations.

F) A) and B)
G) A) and E)

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A successful professional should use an apology only as a last resort.

A) True
B) False

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