Question 1

Claims are most likely to be successful if they show emotion.

Accepted Answer

A) True 
 B)False

Question 2

When writing routine requests,you should expect strong resistance from message recipients.

Accepted Answer

A) True 
 B)False

Question 3

When making requests,______ goes a long way in maintaining goodwill.

Accepted Answer

A)   using a self-oriented,positive tone
B)   ordering people to complete a task
C)   keeping the subject line mysterious
D)   showing respect for the recipient's time
E)   omitting the rationale for the requestF) C) and D)
G) A) and E)

Question 4

Which of the following is the most important step in planning routine messages?

Accepted Answer

A)   audience analysis
B)   idea development
C)   message structuring
D)   meta message development
E)   crisis analysisF) A) and B)
G) A) and C)

Question 5

Announcements are a form of

Accepted Answer

A)   one-to-one communications.
B)   one-to-many communications.
C)   many-to-many communications.
D)   one-to-many-to-one communications.
E)   many-to-one-to-many communications.F) C) and E)
G) B) and E)

Question 6

Which of the following is a good guideline for messages that express sympathy?

Accepted Answer

A)   Avoid sending sympathy messages to people with whom you have only professional relations.
B)   In the case of death,avoid mentioning the name of the deceased person in the message.
C)   Pay the most attention to using exactly the appropriate words.
D)   Handwrite your expression of sympathy whenever possible.
E)   Compose long and elaborate messages to express sympathy.F) A) and D)
G) C) and D)

Question 7

Many routine business messages involve such things as teams coordinating their assignments,customers buying products,and colleagues asking if they can meet.Such messages are known as

Accepted Answer

A)   requests.
B)   expectations.
C)   apologies.
D)   claims.
E)   announcements.F) A) and D)
G) None of the above

Question 8

Which of the following accurately describes appreciation messages?

Accepted Answer

A)   Your appreciation messages should include several statements about yourself.
B)   Your appreciation message should include exaggerated displays of gratitude.
C)   You should avoid explaining why you feel grateful because that sounds defensive.
D)   You should begin your appreciation messages with an expression of thanks.
E)   Your appreciation messages should have an informal tone when sent to clients.F) A) and B)
G) None of the above

Question 9

Which of the following should you focus on during the reviewing step of writing a routine message?

Accepted Answer

A)   message structuring
B)   design
C)   proofreading
D)   audience analysis
E)   front-loading the messageF) C) and D)
G) A) and B)

Question 10

Explain the importance of setting expectations.

Accepted Answer

Working with others involves setting exp...

Question 11

To show your sincerity in an appreciation message,you should

Accepted Answer

A)   include exaggerated displays of gratitude.
B)   avoid including a rationale for the gratitude.
C)   make sure that your message is extremely formal.
D)   focus exclusively on the recipient.
E)   include a call to action at the end of the message.F) B) and D)
G) B) and E)

Question 12

Updates to policies and procedures,notices of events,and other correspondences that apply to a group of employees and/or customers are called

Accepted Answer

A)   announcements.
B)   claims.
C)   directions.
D)   requests.
E)   inquiries.F) B) and D)
G) C) and D)

Question 13

Which of the following is a common component of all routine messages,including messages that express sympathy?

Accepted Answer

A)   a statement of goodwill
B)   deadlines
C)   a rationale for a claim
D)   a thank-you statement
E)   an attention getterF) A) and B)
G) A) and D)

Question 14

Which of the following is least crucial to most routine message development?

Accepted Answer

A)   planning
B)   proofreading
C)   drafting
D)   information gathering
E)   applying the FAIR testF) B) and E)
G) B) and D)

Question 15

Rachel walks into her boss's office and makes the following apology: "I was wrong to yell at you when I found out that my trip had been canceled.I did a poor job of controlling my emotions.I'll do better next time." What component of an apology has Rachel failed to include?

Accepted Answer

A)   acknowledgment of a mistake
B)   acceptance of responsibility
C)   sincerity and timeliness
D)   an expression of regret
E)   a commitment not to repeat the offenseF) B) and C)
G) A) and D)

Question 16

When you describe your own role and responsibilities to supervisees,they are more likely to

Accepted Answer

A)   see you as domineering and self-obsessed.
B)   acknowledge your leadership and accept all your decisions.
C)   hold you responsible for everything.
D)   realize that you and they are mutually accountable.
E)   become more reluctant to be open with you.F) A) and B)
G) A) and C)

Exam 9: Routine Business Messages

Rachel walks into her boss's office and makes the following apology: "I was wrong to yell at you when I found out that my trip had been canceled.I did a poor job of controlling my emotions.I'll do better next time." What component of an apology has Rachel failed to include?

Correct Answer
verified

When you describe your own role and responsibilities to supervisees,they are more likely to

Correct Answer
verified

Which of the following is least crucial to most routine message development?

Correct Answer
verified

Claims are most likely to be successful if they show emotion.

Correct Answer
verified

Which of the following is a common component of all routine messages,including messages that express sympathy?

Correct Answer
verified

To show your sincerity in an appreciation message,you should

Correct Answer
verified

Which of the following is the most important step in planning routine messages?

Correct Answer
verified

Announcements are a form of

Correct Answer
verified

Which of the following is a good guideline for messages that express sympathy?

Correct Answer
verified

Which of the following should you focus on during the reviewing step of writing a routine message?

Correct Answer
verified

Updates to policies and procedures,notices of events,and other correspondences that apply to a group of employees and/or customers are called

Correct Answer
verified

Which of the following accurately describes appreciation messages?

Correct Answer
verified

Explain the importance of setting expectations.

Correct Answer
verified
Working with others involves setting exp...
View Answer

When writing routine requests,you should expect strong resistance from message recipients.

Correct Answer
verified

Many routine business messages involve such things as teams coordinating their assignments,customers buying products,and colleagues asking if they can meet.Such messages are known as

Correct Answer
verified

When making requests,______ goes a long way in maintaining goodwill.

Correct Answer
verified

Exam 9: Routine Business Messages

Rachel walks into her boss's office and makes the following apology: "I was wrong to yell at you when I found out that my trip had been canceled.I did a poor job of controlling my emotions.I'll do better next time." What component of an apology has Rachel failed to include?

Correct AnswerverifiedShow Answer

When you describe your own role and responsibilities to supervisees,they are more likely to

Correct AnswerverifiedShow Answer

Which of the following is least crucial to most routine message development?

Correct AnswerverifiedShow Answer

Claims are most likely to be successful if they show emotion.

Correct AnswerverifiedShow Answer

Which of the following is a common component of all routine messages,including messages that express sympathy?

Correct AnswerverifiedShow Answer

To show your sincerity in an appreciation message,you should

Correct AnswerverifiedShow Answer

Which of the following is the most important step in planning routine messages?

Correct AnswerverifiedShow Answer

Announcements are a form of

Correct AnswerverifiedShow Answer

Which of the following is a good guideline for messages that express sympathy?

Correct AnswerverifiedShow Answer

Which of the following should you focus on during the reviewing step of writing a routine message?

Correct AnswerverifiedShow Answer

Updates to policies and procedures,notices of events,and other correspondences that apply to a group of employees and/or customers are called

Correct AnswerverifiedShow Answer

Which of the following accurately describes appreciation messages?

Correct AnswerverifiedShow Answer

Explain the importance of setting expectations.

Correct AnswerverifiedWorking with others involves setting exp...View AnswerShow Answer

When writing routine requests,you should expect strong resistance from message recipients.

Correct AnswerverifiedShow Answer

Many routine business messages involve such things as teams coordinating their assignments,customers buying products,and colleagues asking if they can meet.Such messages are known as

Correct AnswerverifiedShow Answer

When making requests,______ goes a long way in maintaining goodwill.

Correct AnswerverifiedShow Answer

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
verified

Correct Answer
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Correct Answer
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Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Working with others involves setting exp...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
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