BUS COM C. 9 WK 3 YJIDA 80

In a business message expressing gratitude, which of the following is the least likely to seem exaggerated or excessive?

"Great job."

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.

The primary message in a routine communication should have ______ words.

10 or fewer

It should take about ______ to complete a routine business message.

5-15 min

The ______ planning process can be completed quickly for most routine messages. Multiple choice question.

AIM

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

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

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

True or false: More employees than ever are reporting that their supervisors thank them every day or very often.

False

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?

Numerous routine messages are handled daily. Therefore they need to be produced with

Numerous routine messages are handled daily. Therefore they need to be produced with

Which of the following are true of routine business messages?

Readers are unlikely to resist them. They convey straightforward information. Readers usually respond positively to them.

Which of the following should take place more frequently?

Supervisors thanking employees. Employees thanking each other. Employees thanking supervisors.

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.

Which of the following statements about routine messages called claims are correct?

The purpose is to have the other company comply with your claim. Long-term relationships should be respected.

If too little information is provided in your routine message, which of the following are likely to happen?

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

What question should you ask yourself before sending a routine request?

Will the recipient understand what I want done?

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 are effective elements in a routine message for making a claim?

a focus on the merits of the claim a compliment a polite request

Which of the following would be considered a business announcement?

a notice that the office Christmas party will be held in the conference room a statement that the company is changing its dress code a mass email informing customers that the company is moving to a new location

How much time do most readers expect it will take to grasp the main point of a routine business message?

less than 10 to 15 seconds

Handling a routine message typically requires ______ other types of business correspondence.

less time than

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

logical reasonable professional

Sending thank-you notes can accomplish which of the following?

maintain strong working relationships boost repeat business

Routine business messages generally focus on

maintaining camaraderie at work. things to be done at work.

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

make the note personal. handwrite the expression on a nice card. keep the expression brief.

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

Which of the following techniques should not be used when responding to an inquiry?

mixing responses in a single paragraph

In a routine business message, how long should the primary message be?

no more than 10 words

In business correspondence that includes procedures and directions, ______ the steps to differentiate them from each other.

number

Messages that include directions usually

offer guidelines for specific tasks.

An announcement is what type of communication?

one-to-many

An announcement should include which of the following components?

organized information concise wording

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

other-oriented positive

An appreciation message should be which of the following?

personal genuine simple

Factors that lead to personal offenses include

personality clashes. careless comments. different communication styles.

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. reviewing. drafting.

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

Which of the following is not a component of a claim?

providing responses

Effective apologies will achieve important results, such as

repairing working relationships. rebuilding your reputation.

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

By a large margin, most business messages are

routine messages.

When delivering an appreciation message, an exaggerated display of gratitude may

seem insincere. appear unprofessional.

Routine messages that include directions are much like those that

set expectations.

The most important element of any expression of sympathy is that it be

sincere

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

special formatting bullets numbered lists

When providing directions in a routine message, you should give ______ instructions.

step-by-step

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.

What is the most important goal of a routine business message?

to capture the reader's attention

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

It is appropriate to extend sympathies to a professional contact

when a loved one passes away. when a loved one becomes seriously ill.

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

in 10-15 sec

Apologies become ineffective when they are

insincere. vague. cliché.

An effective apology contains which of the following components?

admitting that you offended someone promising not to commit the offense again saying you regret your actions

Which components should be included in an effective message of appreciation?

an expression of thanks. a statement of goodwill. a brief rationale.

Which of the following are potential business-related costs of making an apology?

an implication of legal responsibility a permanent record in a performance review

Which two of the following types of routine business messages tend to be relatively infrequent?

apologies expressions of sympathy

When a professional contact encounters a personal loss, it is ______ to extend sincere sympathies.

appropriate

The main text of a routine message should consist of

brief paragraphs with pertinent details.

Which of the following are elements of an effective announcement?

careful organization complete information positive wording

A poorly delivered business apology may

cause more problems. make the first mistake seem even worse.

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

communicate clear expectations

An effective announcement generally contains which of the following items?

complete details attention-getter

An ineffective announcement might include such flaws as

jumbling too much information together. incomplete information.

When providing directions, lack of ______ is most likely to frustrate your readers.

detail

All routine business messages should contain which of the following components?

details a primary message a restatement of the key message

When making a claim, your message will be more effective if it balances ______ with ______. Multiple choice question.

directness; politeness

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

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

giving each question its own section including links to web pages with additional information using bold to highlight each question

You can help maintain the ______ of the recipient of a routine request by showing respect for the recipient's time.

goodwill

Which is part of the coordination component of setting expectations for the people you manage?

guidelines for communication

When drafting a routine message, you should strive for a ______ tone.

helpful reader-oriented professional

When explaining your expectations to employees that you manage, what are the three main elements to include?

how the work will be coordinated among all the people who are involved each person's responsibilities deadlines for the project

Establishing clear expectations, especially when you are the supervisor or manager, directly

improves your credibility. cultivates interpersonal trust.

The most effective thank-you notes are

written by hand. sent promptly. sincere.