chapter 9 BCOM

Which of the following are true of routine business messages?

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

Workplace colleagues will evaluate which of the following based on your approach to routine business messages?

-your reliability -your responsiveness -your commitment

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

5 to 15 minutes

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

AIM

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.

The most crucial component of the FAIR test is checking for

`accuracy.

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

less time than

An effective direction-giving message will include the ______ of "I want to help you out as much as possible."

meta message

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

An effective routine message will allow the recipient to

-quickly process the information. -understand the main idea within seconds. -understand the responsibilities involved.

Which of the following qualities are typically found in an effective routine request?

sufficient detail direct language

When you justify a routine request, you should provide

the rationale for the request in your message.

Messages that include directions usually

offer guidelines for specific tasks.

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

apologies expressions of sympathy

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

goodwill

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

no more than 10 words

By a large margin, most business messages are

routine messages.

The ______ of a routine request should be clear and specific.

subject lines.

The main text of a routine message should consist of

brief paragraphs with pertinent details.

Which of the following might you use to highlight key ideas when drafting a routine message?

bullets numbering external links

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

efficiency

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

guidelines for communication

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

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

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.

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

-bullets -special formatting -numbered lists

Routine business messages generally focus on

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

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

-other-oriented -positive

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

-planning. -drafting. -reviewing.