question
Which of the following messages generally takes the least time to complete?a) persuasive messagesb) bad-news messagesc) routine messagesd) crisis communications messagese) public relations messages
answer
routine messages
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Routine messages should be direct and a) front-loadedb) back-loadedc) middle-loadedd) detail-loadede) subject-loaded
answer
front-loaded
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When composing a routine message email, where should you place the primary message to capture attention?a) in the subject lineb) in the signature blockc) in an attachmentd) in the body of the emaile) in a post script
answer
in the subject line
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Carla wants her email messages to emphasize her credibility. Which of the following should she be most certain to do?a) Use the word I to demonstrate her authorityb) Make sure she has included all necessary informationc) Use long paragraphs to demonstrate knowledged) Repeat the primary message at the end of the emaile) Avoid using a greeting or informal language
answer
Make sure she has included all necessary information
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When developing routine messages, you should aim to create a helpful, professional tone during the ______ stage.a) brainstormingb) planningc) writingd) reviewinge) proofreading
answer
writing
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During the writing stage of routine message development, focus ona) giving the message a writer-centered toneb) making the message easy to readc) correcting typos in the messaged) seeking feedback from colleaguese) analyzing the audience of the message
answer
making the message easy to read
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Which of the following actions is most likely to be part of the reviewing stage?a) proofreading the messageb) analyzing the audiencec) creating a reader_centered toned) gathering relevant informatione) developing the primary message
answer
proofreading the message
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Which type of routine message should you ask a colleague to review before you send it?a) a message offering sympathyb) a message setting up a lunch datec) a message thanking someone for helpd) a message speaking on behalf of a teame) a message expressing congratulations
answer
a message speaking on behalf of a team
question
Which of the following are you most likely to include in a routine request?a) a description of responsibilitiesb) the rationale for the requestc) an expression of gratituded) a claim about the requeste) an expression of sympathy
answer
the rationale for the request
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Which of the following statements is most true of a routine request?a) You need to be particularly persuasive when writing routine requestsb) Avoid including subject lines in routine requestsc) One primary goal for routine requests is to acknowledge a mistaked) Your tone should be direct but not bossy or domineeringe) You can expect a lot of resistance to routine requests
answer
Your tone should be direct but not bossy or domineering
question
In the case of a routine request, one of the primary goals of the message is toa) display your gratitude toward the readerb) retain the goodwill of the recipientc) accept responsibility for a harm causedd) acknowledge a mistakee) improve the workplace relationships
answer
retain the goodwill of the recipient
question
Nolan asks his team to prepare a proposal for a major client, but he does not outline his expectations. Which of the following is most likely to result?a) Nolan will be admired for his friendly, casual approachb) Nolan will be admired for his friendly, casual approachc) Nolan's credibility will be negatively impactedd) Nolan's team will refuse to write the proposale) Nolan's team will think he is overstepping his authority
answer
Nolan's credibility will be negatively impacted
question
Deadline details are most likely to be included in routine messages thata) make announcementsb) express gratitudec) convey apologiesd) make claimse) set expectations
answer
set expectations
question
Which of the following is an accurate statement about messages that provide directions?a) Since describing step-by-step procedures is so specific, insufficient detail can frustrate readersb) For routine matters, several people need to test the written proceduresc) Messages that provide directions are distinctly different from those that set expectationsd) While writing highly technical and complicated procedures, you should review your own worke) Your ability to foster interpersonal trust is gauged from your ability to provide directions
answer
Since describing step-by-step procedures is so specific, insufficient detail can frustrate readers
question
Which of the following is an effective strategy for responding to inquiries?a) Restrict the number of inquiries to one per emailb) Divide the inquiries into segments and reply to them at different timesc) Set off each question by using special formattingd) Avoid using bullets or numbered listse) Use bullets when the order of the inquiries is important
answer
Set off each question by using special formatting
question
Which of the following is an announcement?a) a staffing plan for a new product launchb) a frequently asked questions (FAQ) pagec) a set of directions for completing a business taskd) an update to the employee technology agreemente) an apology for an editing error
answer
an update to the employee technology agreement
question
Which of the following statements about announcements is true?a) Formatting announcements for ease of reading can be helpful, but it is not necessaryb) Announcements are usually sent to a small, targeted group of employees or customersc) Event announcements should allow readers to gather all relevant information in 10 to 15 secondsd) Employees and customers devote a great deal of attention to the announcements they receivee) Employees gloss over announcements because they contain few facts
answer
Event announcements should allow readers to gather all relevant information in 10 to 15 seconds
question
The part of a claim that makes a specific request of the recipient is known as aa) rationaleb) subject linec) primarymessaged) call to actione) statement of goodwill
answer
call to action
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Which of the following is the most effective technique to use when making a claim?a) Dwell on your frustration and dissatisfactionb) Question the intent of the company you are writingc) Lay out a logical explanation of the claimd) Threaten to take your business elsewheree) Let the recipient decide what action should be taken
answer
Lay out a logical explanation of the claim
question
Which of the following is true of messages showing appreciation?a) They are only sent by lower-level employees and are always sent to superiorsb) A sincere expression of thanks strengthens work relationshipsc) It is not important to state goodwill in such messagesd) Messages showing appreciation are always informal e) Gaining attention is the primary focus of messages showing appreciation
answer
A sincere expression of thanks strengthens work relationships
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Appreciation messages should begin with a(n)a) duplicate subject lineb) statement of goodwillc) rationale for the appreciationd) expression of thankse) call to action
answer
expression of thanks
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Apologies are most effective when theya) are vagueb) focus on oneselfc) deny responsibilityd) are timelye) use clichés
answer
are timely
question
Which of the following is true of apologies?a) For the apology to be effective, others must sense that the apologizer has an agendab) Effective apologies must focus on you, not on the injured party or partiesc) Defensive behavior during an apology validates the apologizer's sincerityd) Apologies are effective when they employ clichés to express sentimente) If you are dealing with customers or clients, an apology may imply legal responsibility
answer
If you are dealing with customers or clients, an apology may imply legal responsibility
question
Marta hears that the son of a major client has died. Which of the following is the most appropriate response?a) Avoid complicating the business relationship with personal gesturesb) Send the client an email wishing his family wellc) Include a eulogy for the client's son in your next newsletterd) Send a handwritten sympathy card to the cliente) Wait until the next client meeting to ask how the client is doing
answer
Send a handwritten sympathy card to the client
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