Chapter 09 - BUSG240

Many young managers fail to set expectations because they want to maintain a friendly feeling with subordinates.

true

Messages that provide directions and messages that set expectations both involve telling others what to do.

true

Many routine business messages involve such things as teams coordinating their assignments, customers buying products, and colleagues asking if they can meet. Such messages are known as Multiple Choice requests. expectations. apologies. claims. announcements.

requests.

The tone for most routine messages should be helpful, professional, and reader centered.

true

To prevent employees and customers from ignoring announcements, the subject line must be specific and must create interest.

true

When choosing between bullets or numbered lists in responding to an inquiry, consider whether the order of the items is important.

true

Why is efficiency one of the primary goals when sending routine messages? Multiple Choice Routine messages require in-depth analysis. Routine messages contain elaborately detailed content. The structure of routine messages is pyramid shaped. The volume of routine messages is high. Most professionals rarely write routine messages.

The volume of routine messages is high.

What can you do to encourage employees to read announcements? Multiple Choice Reward employees for reading announcements. Ask employees to take turns writing the announcements. Include links to funny articles or videos in every announcement. Use a specific, catchy subject line that creates interest. Request a read receipt for each announcement.

Use a specific, catchy subject line that creates interest.

Which question will help you to establish credibility with the readers of your routine messages? Multiple Choice What information does the audience need, and how do they want to receive it? How can I use this message to show off my experience and accomplishments? How can I trim as much detail as possible from this message? What is the most persuasive argument that I can make in this message? What type of formatting will draw the most attention to my design skills?

What information does the audience need, and how do they want to receive it?

Business professionals who fail to do audience analysis for routine messages lose credibility.

false

Typically, routine messages deal with complex matters that require in-depth analysis.

false

What is the advantage of front-loading a routine message? Multiple Choice It ensures that the tone of your message is other-oriented. It enables you to elaborate on non-important matters at the end. It is an efficient way to make an email less bulky. It ensures that the recipients perceive your message as unbiased. It makes it easier to grab the reader's attention.

It makes it easier to grab the reader's attention.

What is the main challenge that authors of routine messages have to overcome? Multiple Choice Finding enough facts to write a routine message is difficult. Readers receive so many routine messages that it is hard to catch their attention. Routine messages require substantial evidence to document their claims. Knowing what the audience wants from a routine message can be very difficult. Most routine messages have complex content that is difficult to simplify.

Readers receive so many routine messages that it is hard to catch their attention.

Which of the following is true about developing routine messages? Multiple Choice Routine messages have very few purposes. Routine messages do not need to be planned. Routine messages have little effect on credibility. Routine messages need to be reviewed. Routine messages are rare in business.

Routine messages need to be reviewed.

Failure to set expectations will most likely lead to Multiple Choice employee goodwill. team building. increased self-determination. professional disappointments. honored claims.

professional disappointments.

Which of the following should you focus on during the reviewing step of writing a routine message? Multiple Choice message structuring design proofreading audience analysis front-loading the message

proofreading

What does discussing coordination mean? Multiple Choice encouraging employees to engage in networked communication to solve problems designating tasks and work outcomes to certain employees setting out the timeline by which the work should be accomplished satisfactorily providing guidelines for how employees should communicate and cooperate with one another identifying a potential crisis and developing a strategy for avoiding it

providing guidelines for how employees should communicate and cooperate with one another

When you describe your own role and responsibilities to supervisees, they are more likely to Multiple Choice see you as domineering and self-obsessed. acknowledge your leadership and accept all your decisions. hold you responsible for everything. realize that you and they are mutually accountable. become more reluctant to be open with you.

realize that you and they are mutually accountable.

Which of the following is characteristic of a strong routine message? Multiple Choice few details short paragraphs general statements little special formatting argumentative language

short paragraphs

Which of the following components is usually found in a set of directions but not in a set of expectations? Multiple Choice an explanation of the work outcome a description of responsibilities a set of deadlines step-by-step instructions guidelines for working with others

step-by-step instructions