BA 3350 Chapter

The components of appreciate message include:

Provide rationale, Stating goodwill, giving thanks

In response to a routine business request, the reader is likely to express little or no ___________ to what the message is saying.

Resistance

Proofreading and request for feedback should take place during the________ stage of routine message development

Reviewing

Betsy learns that the wife of one of her main clients has just died. What should Betsy do?

Send a brief but genuine handwritten note of sympathy.

Routine messages that include directions are much like those that

Set expectations

Routine messages that provide notices of events are known as

announcements

When delivering an appreciation message an exaggerated display of gratitude may

appear unprofessional seem insincere

When a professional contact encounters a personal loss, it is ________ to extend sincere

appropriate

Apologies are most effective when they

are timely

an effective announcement generally contains which of the following items?

attention-getter Complete details

To provide directions effectively, your message should not be written in a(n) _____ Tone

passive, careless, abrupt

Which of the following is true of apologies?

If you are dealing with customers or clients, an apology may imply legal responsibility.

Ineffective announcement might include such flaws as

Incomplete information, Jumbling too much information together.

List the components of a business claim in order, with the first component at the top of the list.

1) make a claim 2) Provide a rationale 3) give a call to action 4) make a statement of goodwill

Which of the following is an important element of an apology?

offering commitments

When you discuss ________ as the manager of a project, you should give employees guidelines for how they will communicate with each other.

Coordination

In routine business correspondence, the primary message should appear in

the first sentence or two.

When employees explain their reasons in the text of routine requests, the company is better able to maintain_________ by keeping written records that show why decisions were made.

transparency

Which of the following is true of messages showing appreciation?

A sincere expression of thanks strengthens work relationships.

The key elements of the drafting stage of routine messages development include which of the following?

style, design, tone

Factors that lead to personal offenses include:

-Different communication styles -Careless comments -Personality clashes

A routine message should be written with the following two questions in mind:

1. How would my audience want to receive this information? 2. How much detail does my audience expect?

Polls have shown that ________________ of employees say that supervisors thank them daily

10%

It should take about ______ to complete a routine business messages

5 to 15 minutes

Thank you notes for _________ should be less formal but should not feel exaggerated

Colleagues

When you express sympathy to a professional contract over a death, you should

Keep the expression brief, Mention positive memories, Handwrite the expression on a nice card.

when making a claim to a company, the explanation that you lay out should be

Logical, reasonable, professional

An Effective direction-giving message will include the _______ of "I want to help you out as much as possible"

Meta Message

An announcement is what type of communication?

One to many

An announcement should include which of the following components?

Organized information, Concise wording

It is optional but appropriate to include a(n) _________ at the end of a lengthy routine requests.

call to action

When you discuss __________ as the manager of a project, you should give employees guidelines for how they communicate with each other.

coordination

When providing directions, insufficient _______ is most likely to frustrate your readers

detail

Appreciation messages should begin with a(n)

expression of thanks.

The 2 types of routine messages tend to relatively infrequent:

expressions of sympathy and apologies

Which of the following reduce the effectiveness of routine messages?

falling to include a cental message at the beginning , being difficult to read.

The most important consideration when planning a routine message is

how the message should be structured.

Your appreciation message will be less effective if it

Places too much focus on yourself, Contains excessive phrases of gratitude.

routine business messages should be constructed like other good writing, through use of

Planning, drafting, reviewing

To maintain goodwill when making a routine request, you should compose your message with a tone that has which two of the following characteristics.

Positive, Other-oriented

Effective apologies will achieve important results, such as

rebuilding your reputation, repairing working relationships

Which of the following are true of routine business messages?

resistance to them is not anticipated, readers are expected to react positively to them, they deal with straightforward information

An effective apology contains which of the following components?

saying you regret your actions, Promising not to commit the offense again, Admitting that you offended someone.

When providing directions in a routine message, you should give __________ directions,

step by step

When making a claim, an effective message will balance __________ with ___________.

Directness; politeness

Managers and supervisors need to _________, even if they are afraid of going beyond their authority.

Communicate clear expectations.

In a request memo, the main goals are to convey information in a way that is

Complete, Easy to read

When responding to inquiries, which of the following are the three best ways to set off separate questions?

numbered lists, bullets, XML tagging

If too little information is provided in your routine message, what is likely to happen?

-Your receiver will be less apt to do what you are requesting. -Your credibility will be diminished

A person reading a well-crafted announcement should grasp all of its important information.

10 to 15 seconds

The primary message in a routine communication should have

10 words or fewer

Which of the following are effective elements in a routine message for making a claim?

A polite request, A focus on the merits of the claim, A complimentt

To be an effective routine message, a claim should do which of the following

Explain why the claim is being made, Specify what the claim is, Make a call to action

True or False: In general, you should avoid making apologies for routine mistakes and offenses because they are likely to damage your personal credibility

False

When speaking on behalf of your team in a routine message, you might seek _____ from other team members to make sure they agree with what the message says.

Feedback

which of the following are good techniques for an effective response to inquiries

Giving each question its own section, using bold to highlight each question, Including links to we pages with additional information.