BUS-X204 Ch9

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

-External links -Bullets -Numbering

Select all that apply 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?

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

-Logical -reasonable -professional

Select all that apply 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.

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

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

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

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

Select all that apply 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.

Select all that apply Which of the following are true of routine business messages?

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

Select all that apply It is appropriate to extend sympathies to a professional contact

-When a loved one passes away -When a loved one becomes seriously ill

Select all that apply 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 mass email informing customers that the company is moving to a new location -a statement that the company is changing its dress code

Select all that apply Which of the following are potential business-related costs of making an apology?

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

Select all that apply An effective announcement generally contains which of the following items?

-attention-getter -complete details

Select all that apply Sending thank-you notes can accomplish which of the following?

-boost repeat business -maintain strong working relationships

Select all that apply Factors that lead to personal offenses include

-careless comments. -different communication styles. -personality clashes.

Select all that apply Apologies become ineffective when they are

-cliché. -vague. -insincere.

Select all that apply All routine business messages should contain which of the following components?

-details -a restatement of the key message -a primary message

Select all that apply Routine business messages should be constructed like other good writing, through use of

-drafting. -reviewing. -planning.

Select all that apply Which two of the following types of routine business messages tend to be relatively infrequent?

-expressions of sympathy -apologies

Select all that apply An appreciation message should be which of the following?

-genuine -simple -personal

Select all that apply When you express sympathy to a professional contact over a death, you should

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

Select all that apply 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 -deadlines for the project -each person's responsibilities

Select all that apply Establishing clear expectations, especially when you are the supervisor or manager, directly

-improves your credibility. -cultivates interpersonal trust.

Select all that apply An ineffective announcement might include such flaws as

-incomplete information. -jumbling too much information together.

Select all that apply Sending thank-you notes can accomplish which of the following?

-maintain strong working relationships -boost repeat business

Select all that apply Routine business messages generally focus on

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

Select all that apply A poorly delivered business apology may

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

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

-numbered lists -bullets -special formatting

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

-other-oriented -positive

Select all that apply An effective apology contains which of the following components?

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

Select all that apply 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

Select all that apply Effective apologies will achieve important results, such as

-repairing working relationships. -rebuilding your reputation.

Select all that apply When delivering an appreciation message, an exaggerated display of gratitude may

-seem insincere. -appear unprofessional.

Select all that apply The most effective thank-you notes are

-sent promptly. -sincere. -written by hand.

Select all that apply When drafting a business message that includes instructions, when should you have other people read your directions to make sure they are clear enough?

-when the directions describe a complicated procedure -when the directions describe a technical procedure

Click and drag on elements in order 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.

Polls have shown that ______ of employees say that supervisors thank them daily. Multiple choice question. 10%

10%

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

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

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

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?

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 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.

Thank-you notes for ______ should be less formal but should not feel exaggerated.

colleagues

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

communicate clear expectations

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

detail

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

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

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

in 10 to 15 seconds.

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

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

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

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

providing responses

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.

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.

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

subject lines.

In routine business correspondence, the primary message should appear in

the first sentence or two.

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