BCOM 320 Chapter 9
Thank-you notes for ______ should be less formal but should not feel exaggerated.
colleagues
An appreciation message should be which of the following?
personal simple genuine
When making a claim to a company, the explanation that you lay out should be
professional. reasonable. logical.
Thank-you notes for customers and clients ______, whereas thank-you notes for colleagues ______.
require more formality and respect; should be more casual but not excessive in showing appreciation
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 requests for feedback should take place during the ______ stage of routine message development.
reviewing
Routine business messages should be constructed like other good writing, through use of
reviewing. planning. drafting.
By a large margin, most business messages are
routine messages.
In an email announcement business message, the ______ must be specific and must pique the interest of the reader so that the message will not be overlooked.
subject line
The ______ of a routine request should be clear and specific.
subject lines.
When you justify a routine request, you should provide
the rationale for the request in your message.
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
A person reading a well-crafted announcement should grasp all of its important information
in 10 to 15 seconds.
Handling a routine message typically requires ______ other types of business correspondence.
less time than
Sending thank-you notes can accomplish which of the following?
maintain strong working relationships boost repeat business
In business correspondence that includes procedures and directions, ______ the steps to differentiate them from each other.
number
When responding to inquiries, which of the following are the three best ways to set off separate questions?
numbered lists special formatting bullets
Which of the following might you use to highlight key ideas when drafting a routine message?
numbering bullets external links
Messages that include directions usually
offer guidelines for specific tasks.
An announcement is what type of communication?
one-to-many
Apologies become ineffective when they are
vague. cliché. insincere.
It is appropriate to extend sympathies to a professional contact
when a loved one becomes seriously ill. when a loved one passes away.
It should take about ______ to complete a routine business message.
5 to 15 minutes
Routine messages that include directions are much like those that
set expectations.
What is the most important goal of a routine business message?
to capture the reader's attention
The primary message in a routine communication should have ______ words.
10 or fewer
The ______ planning process can be completed quickly for most routine messages.
AIM
Your response to inquiries will be more effective if you ______ so that readers can easily identify your answers.
mark each question with a bullet or number
A routine message should be written with which two of the following questions in mind?
How would my audience want to receive this information? How much detail does my audience expect?
Which of the following statements about routine messages called claims are correct?
Long-term relationships should be respected. The purpose is to have the other company comply with your claim.
Which of the following are true of routine business messages?
Readers usually respond positively to them. Readers are unlikely to resist them. They convey straightforward information.
To be an effective routine message, a claim should do which of the following?
Specify what the claim is. Explain why the claim is being made. Make a call to action.
Why is it not advisable to compose a business message that includes step-by-step instructions written in narrative form within a paragraph?
The narrative format for instructions is more difficult to follow.
What question should you ask yourself before sending a routine request?
Will the recipient understand what I want done?
Which components should be included in an effective message of appreciation?
a brief rationale. an expression of thanks. a statement of goodwill.
Which of the following would be considered a business announcement?
a mass email informing customers that the company is moving to a new location a statement that the company is changing its dress code a notice that the office Christmas party will be held in the conference room
In a routine business message, how long should the primary message be?
no more than 10 words
An effective apology contains which of the following components?
admitting that you offended someone saying you regret your actions promising not to commit the offense again
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 sympathies.
appropriate
Factors that lead to personal offenses include
careless comments. personality clashes. different communication styles.
Managers and supervisors need to ______, even if they are afraid of going beyond their authority.
communicate clear expectations
Establishing clear expectations, especially when you are the supervisor or manager, directly
cultivates interpersonal trust. improves your credibility.
All routine business messages should contain which of the following components?
details a restatement of the key message a primary message
Numerous routine messages are handled daily. Therefore they need to be produced with
efficiency.
After harming someone at work, whether intentionally or not, business professionals with high ______ will quickly try to make amends.
emotional intelligence
A request does not require which of the following components?
expressing sympathy
When drafting a routine message, you should strive for a ______ tone.
helpful reader-oriented professional
A company writes to one of its suppliers, requesting an adjustment to the invoice for a recent shipment because some of the merchandise was missing. This type of business message is known as ______.
a claim
Which of the following take place during the reviewing stage of a routine message?
proofreading the message getting feedback for a group message rereading the message
The most effective thank-you notes are
sincere. written by hand. sent promptly.
