geb 3219 chapter 9 learnsmart
An announcement is what type of communication?
one to many
It is appropriate to extend sympathies to a professional contact
when a loved one becomes seriously ill or when a loved one passes away
Polls have shown that ______ of employees say that supervisors thank them daily.
10%
It should take about ______ to complete a routine business message.
5 to 15 minutes
If too little information is provided in your routine message, which of the following are likely to happen?
Your credibility will be diminished & the receiver will be less apt to do what you are requesting.
Which components should be included in an effective message of appreciation?
a statement of goodwill, an expression of thanks, and a brief rationale
Which of the following techniques should not be used when responding to an inquiry?
mixing responses in a single paragraph
When responding to inquiries, which of the following are the three best ways to set off separate questions?
numbered lists, special formatting, & bullets
Messages that include directions usually
offer guidelines for specific tasks
Routine business messages should be constructed like other good writing, through use of
planning, drafting, and reviewing
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
The most important element of any expression of sympathy is that it be
sincere
Routine business messages generally focus on
things to be done at work & maintaining camaraderie at work.
An effective routine message will allow the recipient to
understand the responsibilities involved, quickly process the information, and understand the main idea within seconds
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
An effective announcement generally contains which of the following items?
attention getter & complete details
Which of the following might you use to highlight key ideas when drafting a routine message?
external links, numbering, and bullets
An appreciation message should be which of the following?
genuine, simple, and personal
A routine message should be written with which two of the following questions in mind?
how much detail does my audience expect? & how would my audience want to receive this information?
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
An ineffective announcement might include such flaws as
jumbling too much information together & incomplete information
When you express sympathy to a professional contact over a death, you should
keep the expression brief, handwrite the expression on a nice card, & make the note personal
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 appreciation message will be less effective if it
places too much focus on yourself & contains excessive phrases of gratitude
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 ______ of a routine request should be clear and specific.
subject lines
When speaking on behalf of your team in a routine message, you might seek ______ from other team members to make sure they agree with what the message says.
feedback
To maintain goodwill when making a routine request, you should compose your message with a tone that has which two characteristics?
positive & other oriented
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
True or false: Routine messages are extremely important for establishing your credibility on the job.
true
True or false: More employees than ever are reporting that their supervisors thank them every day or very often.
false
Numerous routine messages are handled daily. Therefore they need to be produced with
efficiency
The most crucial component of the FAIR test is checking for
accuracy
When you justify a routine request, you should provide
the rationale for the request in your message
When providing directions, lack of ______ is most likely to frustrate your readers.
detail
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 directions describe a technical or a complicated procedure
Workplace colleagues will evaluate which of the following based on your approach to routine business messages?
your commitment, responsiveness, and reliability
Which of the following reduce the effectiveness of routine messages?
being difficult to read & failing to include a central message at the beginning
The ______ planning process can be completed quickly for most routine messages.
AIM
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 would be considered a business announcement?
a statement that the company is changing its dress code, a notice that the office Christmas party will be held in the conference room, or a mass email informing customers that the company is moving to a new location
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
Which of the following are good techniques for an effective response to inquiries?
giving each question its own section, using bold to highlight each question,& including links to web pages with additional information
You can help maintain the ______ of the recipient of a routine request by showing respect for the recipient's time.
goodwill
In a business message expressing gratitude, which of the following is the least likely to seem exaggerated or excessive?
great job
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, professional, and reader oriented
Establishing clear expectations, especially when you are the supervisor or manager, directly
improves your credibility & cultivates interpersonal trust
Sending thank-you notes can accomplish which of the following?
maintain strong working relationships & boost repeat business
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 take place during the reviewing stage of a routine message?
rereading the message, getting feedback for a group message, & proofreading the message
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
Which of the following are characteristics of effective thank-you notes?
sincere, written by hand, & sent promptly