Chapter 9

An announcement is what type of communication?

one to many

When drafting a routine message, you should strive for a ______ tone.

reader-oriented helpful professional

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

By a large margin, most business messages are

routine messages

Which of the following are characteristics of effective thank-you notes? (Choose every correct answer.)

sincere sent promptly written by hand

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.

All routine business messages should contain which of the following components? (Choose every correct answer.) Multiple select question.

the primary message within the first two sentences the primary message in the subject line details

When you justify a routine request, you should provide

the rationale for the request in your message.

When responding to inquiries, which of the following are the three best ways to set separate questions apart? (Choose every correct answer.)

-Bullet points -Special formatting -Numbered Lists

Factors that lead to personal offenses include

-Different communication styles -Careless comments -Personality clashes

The primary message in a routine communication should have ______ words.

10 or fewer

It should take about ______ to complete a routine business message.

5 to 15 minutes

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

The ______ planning process can be completed quickly for most routine messages.

AIM

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?

In a routine business message, how long should the primary message be?

No more than 10 words

Which of the following are true of routine business messages? (Choose every correct answer.)

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

In response to a routine business request, the reader is likely to express little or no ______ to what the message is saying.

Resistance

Routine messages that include directions are much like those that

Set expectations

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

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

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 is appropriate to extend sympathies to a professional contact

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

Which components should be included in an effective message of appreciation?

a brief rationale. an expression of thanks. a statement of goodwill.

Which of the following would be considered a business announcement? (Choose every correct answer.)

a mass email informing customers that the company is moving to a new location a statement that the company is changing its dress code a notice that the office Christmas party will be held in the conference room

When a professional contact encounters a personal loss, it is ______ to extend sincere sympathies.

appropriate

Sending thank-you notes can accomplish which of the following? Multiple select question.

boost repeat business maintain strong working relationships

Establishing clear expectations, especially when you are the supervisor or manager, directly Multiple select question.

improves your credibility. cultivates interpersonal trust.

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

communicate clear expectations

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

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

Messages that include directions usually

offer guidelines for specific tasks.

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