BCOM Exam #2
What are potential business-related costs of making an apology?
-a permanent record in a performance review -an implication of legal responsibility
A message of apprectiation should include:
-a statement of goodwill -a brief rationale -an expression of thanks
Which types of routine business messages tend to be relatively infrequent?
-expressions of sympathy -apologies
Good techniques for an effective response to inquiries are:
-giving each question its own section -using bold to highlight each section -including links to web pages with additional information
When you express sympathy to a professional contact over a death, you should:
-handwrite the expression on a nice card -keep the expression brief -mention positive memories
Establishing clear expectations, especially when you are the supervisor or manager, directly
-improves your credibility -cultivates your interpersonal trust
Routine business messages generally focus on
-maintaining camaraderie at work -things to be done at work
A claim should:
-make a call to action -explain why the claim is being made -specify what the claim is
When delivering an appreciation message, an exaggerated display of gratitude may
-seem insincere -appear unprofessional
What is true about claims in routine messages?
-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, what is likely to happen?
-your receiver will be less apt to do what you are requesting. -your credibility will be diminished
Handling a routine message typically requires _______ other types of business correspondence.
less time than
List the components of a business claim in order, which the first component at the top of the list.
make a claim, provide a rationale, give a call to action, make a statement of goodwill.
In a routine business message, how long should the primary message be?
no more than 10 words
An announcement is what type of communication?
one-to-many
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 should take about _______ to complete a routine business message
5-15 minutes
An effective direction-giving message will include the ______ of "I want you to help out as much as possible"
meta message
For procedures and directions, _____ the steps to differentiate them from each other.
number
Messages that include directions usually:
offer guidelines for specific tasks.
The _____ of a routine request should be clear and specific.
subject lines
The _______ can be completed quickly for most routine messages
AIM planning process
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
When you discuss ______ as the manager of a project, you should give employees guidelines for how they will communicate with each other.
coordination
All routine business messages should contain which of the following components?
details, a restatement of the key message, a primary message
When making a claim, an effective message will balance ______ with _______.
directness; politeness
You can help maintain the _______ of the recipient of a routine request by showing respect for the recipient's time.
goodwill
When drafting a routine message, you should strive for a(n) __________ tone.
helpful, professional, reader-oriented
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
Routine messages that include directions are much like those that:
set expectations
When providing directions in a routine message, you should give ______ directions.
step-by-step
The most important goal of a routine business message is:
to capture the reader's attention