Week 1 - Chapter 9 reading

Match the organizational elements in the body of a standard memo (in the left column) with their descriptions (in the right column). Instructions

-A statement of purpose: The writer creates a subject line that conveys what the memo is about and refers to an earlier memo or to a previous meeting or telephone conversation. -A message: The writer's objective is to help the reader grasp the main points as easily as possible. -A statement of future action: The writer ends the memo with a statement of steps to be taken or with a request for further instructions.

Identify the general guidelines related to the tone of a memo or an e-mail in an organizational context. (Check all that apply.)

-Avoid using contractions like "there's" and "you'll." -Avoid using stilted language.

Which of the following are true about written communication in comparison with verbal communication? (Check all that apply.)

-Business letters are confidential and are generally read in privacy when the reader is able to concentrate on the message without interruption. -Written communication is a fast way to send the same information to a number of people and ensure that all are given identical information.

Match the types of business documents (in the left column) with the primary ways through which they are sent (in the right column). Instructions

-Business letters: Through the U.S. Postal Service and private delivery companies -Memos or memorandums: Through interoffice mail

In business communication, whenever you respond to a request letter, you should look for possible ways to make a sale.

True

In refusing a request, you should, if possible, share with the reader some of the genuine reasons why his or her request is being rejected.

True

Personal-business letters generally are not typed on letterhead stationery; instead, plain paper is used.

True

True or false: An electronic mail, or an e-mail, is different from memos and business letters in that it is sent instantly through the Internet via the modem in the sender's computer and the modem in the recipient's computer.

True

True or false: In an organizational context, every announcement should be tested against the completeness test, which checks whether the announcement includes answers to the questions Who? What? Where? When? Why? and How? or How much?

True

True or false: In an organizational context, one of the ways for writers to achieve promptness when faced with a large volume of responses to requests is to use a preprinted reply card.

True

When writing step-by-step instructions, writers should use phrases rather than complete sentences.

True

Which of the following practices is unnecessary when writing a memo?

Typing or signing full name at the end of the memo

In an organizational context, match the types of learners (in the left column) with the corresponding guidelines to follow when giving directions for getting from one location to another (in the right column). Instructions

Visual learners: Draw a map from the point of departure to the point of destination, or photocopy or print a map and use a light-color highlighter to mark the route. Verbal learners: Write the directions in a way that each part of the directions appears on a separate line.

In the context of writing a message, which of the following are included in the six Cs of communication? (Check all that apply.)

clear, complete, concise, consistent, correct and courteous

With regard to using memos or e-mails for business communication, writers should use the indirect approach when they are:

communicating messages that contain bad news.

When writing step-by-step instructions, writers should:

define unfamiliar terms and explain complicated items.

Business writers will have opportunities to provide , or written instructions, on how to complete a task or how to carry out a procedure.

informative messages

To ensure that an e-mail message conveys a professional image of the sender and the sender's company, the sender should _____.

not include sarcastic content in the e-mail

Unlike a telephone conversation or a face-to-face conversation, written correspondence _____.

provides the sender and receiver with a dated legal contract and can support a claim in court

Bill is the customer relationship manager at a bank. A customer has requested for a loan, but the bank has assessed that the customer is not financially sound to repay the loan. Hence, in his reply to the customer's request, Bill should:

use the indirect approach.

Organizations should use high-quality paper for letterhead. Such paper contains a(n) , which is the signature of the paper manufacturer.

watermark

It is advisable to mark all e-mail messages "URGENT" as it guarantees that the recipients will respond immediately.

False

Memos can be used for the purposes of requesting, informing, and reporting, but they cannot be used for the purpose of reminding.

False

To give a memo a more professional appearance, the guide word "SUBJECT" should be abbreviated to "SUB."

False

When writing to an individual whose name and gender you do not know, use a general salutation, such as Ladies and Gentlemen.

False

Identify the guidelines to follow when writing step-by-step instructions, or informative messages, in an organizational context. (Check all that apply.)

Give all the necessary information in the set of instructions. List the steps in the sequence they are to be completed. Have a person who does not know the procedure try the instructions.

Which of the following is a disadvantage of using a preprinted reply card?

It does not enable the writer to personalize his or her responses.

Match the six Cs of communication (in the left column) with the corresponding guidelines to write messages (in the right column). Instructions

-Clear: Use specific information, direct wording, and transitions, and replace jargon and specialized terms with words familiar to readers. -Complete: Include all relevant details so that readers have all the information needed to make a decision. -Concise: Get to the point quickly without being rude, abrupt, or curt, and omit irrelevant words, sentences, or paragraphs. -Consistent: Treat similar items, such as courtesy titles and abbreviations of states, in the same way. -Correct: Make sure that the information is accurate, and check the document for accurate grammar, usage, spelling, and punctuation. -Courteous: Write a message with the reader's point of view in mind, and use positive wording that tells what one can do rather than what one cannot do.

Identify the guidelines to follow when giving directions for getting from one location to another in an organizational context. (Check all that apply.)

-Give specific compass directions as in "Drive south for 3 miles." -Differentiate between stop signs and stoplights, and specify landmarks if any.

Identify the guidelines that should be followed to ensure that an e-mail message conveys a professional image of the sender and the sender's company. (Check all that apply.)

-Limit the e-mail's length, its topics, and its recipients. -Read and proofread the e-mail before sending it. -Avoid sending confidential information. -Follow the company policy on e-mail.

In an organizational context, identify the true statements about memos. (Check all that apply.)

-Memos act as a written record for both the writer and the reader. -Memos provide access to people who are not seen on a regular basis and minimize interruptions for the receiver. -A writer can quickly transmit memos to recipients by using e-mail and fax machines.

Match the types of business documents (in the left column) with their descriptions (in the right column). Instructions

-Most business letters: They are prepared on letterhead stationery and sent to people outside one's organization. -Memos or memorandums: They are written to people inside one's organization.

Identify the most common sizes of business envelopes in the United States. (Check all that apply.)

-The No. 6 -The No. 10

Match the approaches to planning a message (in the left column) with their descriptions (in the right column). Instructions

-The direct approach: The writer states the main point of the message in the opening sentence. -The indirect approach: The writer begins the message with a buffer that presents background information. -The persuasive approach: The writer begins by getting the reader's attention in the opening sentence.

Match the approaches to planning a message (in the left column) with the situations in which the writer can use these approaches (in the right column). Instructions

-The direct approach: When the writer knows that the reader will be pleased to get the message, or at least have a neutral reaction -The indirect approach: When the writer expects the reader to be unwilling, displeased, or even hostile to the message -The persuasive approach: When the writer knows that the recipient will have little interest in the message and the writer is required to sell the recipient on the message

In the context of business communications, match the basic parts of memos and e-mails (in the left column) with their descriptions (in the right column). Instructions

-The heading: A memo contains guide words that call attention to specific information, and an e-mail contains the e-mail address of the person it is going to and its subject. -The body: Both a memo and an e-mail contain the message that is to be sent, but a memo does not include a salutation such as "Hi John."

In the context of a business letter, which of the following does the word "letterhead" refer to? (Check all that apply.)

-The printed information at the top of business stationery -The actual sheet of paper

In an organizational context, match the purposes of e-mails and memos (in the left column) with the corresponding examples from e-mails or memos (in the right column). Instructions

-To request: Please let us know about the weekly meeting. -To inform: Our policy requires all employees to work for at least 8 hours a day. -To report: Here is a list of organizations that will sponsor the event. -To remind: Our meeting with the sales team should be on your calendar for Tuesday, May 3, at 4 p.m. in the main conference room. -To transmit: Enclosed is a printout listing the names and home addresses of all new employees. -To promote goodwill: Congratulations on the new contract!

Arrange the organizational elements in the body of a standard memo that uses the direct approach to planning a message in the order in which they appear. (Place the element that appears first in the memo at the top.) Instructions

1. A statement of purpose 2. A message 3. A statement of future action

Arrange the steps to fold a letter for a large envelope in the correct order of occurrence. (Place the first step at the top.) Instructions

1. Place the letter face-u and fold up the bottom third. 2. Fold the top third down to 0.5 inches from the bottom edge 3. Insert the last crease into the envelope first, with the flap facing up

Arrange the steps to fold a letter for a small envelope in the correct order of occurrence. (Place the first step at the top.)

1. Place the letter face-up and fold up the bottom half to 0.5 inches from the top 2. Fold the right third over to the left and fold the left third over to 0.5 inches from the right edge 3. Insert the last crease into the envelope first, with the flap facing up

Which of the following best illustrates the European or military style date line?

10 December 2010

In countries other than the United States, a business envelope for metric-size paper is known as "DL." It measures _____.

110 × 220 millimeters

Which of the following types of paper are typically selected for letterhead? (Check all that apply.)

16-pound paper, 24-pound paper, or 20-pound paper

Identify a true statement about business letters in comparison with memos or e-mails.

A business letter's format is much more formal than the format for a memo or an e-mail.

If your e-mail message is an announcement or information that requires no response, use the word "REQUEST" in all caps as the first word in the subject line.

False

Identify the guidelines to write a request in an organizational context. (Check all that apply.)

Consider the request from the reader's perspective. Present material in a format that makes it easy to comprehend. Avoid giving the reader an excessively detailed description or needless information.

Which of the following illustrates the correct way of writing the complimentary closing of a letter using standard punctuation?

Cordially yours,

In an organizational context, identify a true statement about memos.

Memos fill the requirement for both effective internal communication and written documentation of messages.

In an organizational context, identify the words that convey a positive tone when used in a memo or an e-mail. (Check all that apply.)

Multifaceted, Bargain, Revolutionary

Which of the following is NOT a recommended practice when writing a business letter?

Placing a comma after the last word of a complimentary closing if using open punctuation

In an organizational context, which of the following are typically communicated through announcements? (Check all that apply.)

Retirement of an employee Meetings and procedures Events such as holiday celebrations and open houses

Sharon, an employee at Coral Triangle Inc., wants to inform the company's senior management that her high revenue-generating project is progressing well and may be completed before the scheduled date. Which of the following practices should she avoid when addressing the senior management through e-mail?

She should avoid using contractions like "you'll" and "here's."

Renee is the head of human resources at a company. She is in charge of sending out an e-mail announcing that the company will be celebrating its eighth year anniversary next week. Which of the following subject lines will be the most appropriate in this scenario?

Subject: FYI: Company's eighth year anniversary celebrations next week

Sandra, a human resource manager at a company, is e-mailing all the employees to remind them to submit their bills for reimbursement by the end of the week. Which of the following subject lines will be the most appropriate for such an e-mail?

Subject: REQUEST: Submit bills of reimbursable work expenses

Which of the following is NOT part of formatting a business letter?

The guide words.

In the context of a business letter, which of the following is part of the printed information in a letterhead?

The organization's name, address, telephone number, and/or fax number

Identify the necessary requirements of responding to requests in an organizational context. (Check all that apply.)

The response should be prompt, helpful, specific, and complete. The response should be sales-minded. The response should be positive, especially when handling problem requests.

Identify the necessary requirements of written requests in an organizational context. (Check all that apply.)

They should be complete. They should be reasonable. They should be courteous. They should be precise.

In an organizational context, match the purposes of e-mails and memos (in the left column) with the processes involved (in the right column). Instructions

To request: Asking for information, action, or reactions To inform: Communicating procedures, company policies, and instructions To report: Conveying organized data such as schedules, sales figures, and names of clients or patients To remind: Remembering deadlines, important meetings, and so on To transmit: Telling a reader about an accompanying message To promote goodwill: Establishing, improving, and maintaining rapport

A memo, unlike a business letter, includes no salutation.

True

Compared with telephone calls and meetings, memos are a cost-effective way to transmit messages within an organization.

True