Organizational Communciation Chapter 4
When responding to a customer request or complaint, how can a writer achieve the best results possible?
) By showing understanding for the customer request or complaint
The main challenge in writing a good thank-you note is ________
) including specific details about the act for which you are expressing gratitude
A brief overview at the start of your instructional message ________
) will help your audience understand when and why they need to use the instructions
n a survey of 500 business professionals, what percent would rather text than use voice mail?
50
According to the Inc. website, what percentage of business professionals use texting for business?
67
What is the advantage of writing with a "you" perspective?
A "you" perspective motivates your audience to respond positively.
In addition to an expression of gratitude, what is a typical element found at the end of a routine request?
A call for action
Which of the following is an example of a confirmation?
A letter telling a customer that her claim has been registered by the company
Which of the following would encourage the more positive response to a routine message?
A request made in person
Which of the following is an example of a confirmation message?
Acknowledging that you have received the files that your client sent
Which of the following is designed to publicly notify people of information they need or want to know?
Announcements
________ are messages that publicly notify an audience of information they need or want to know.
Announcements
Which of the following is a faulty guideline for instant messaging (IM) standards?
Assume that your messages are secure.
When using FYI messages, who is likely to gain the most benefit from the message?
Both the sender and the receiver
How can a company turn an unhappy customer in to a brand advocate?
By resolving issues quickly
Which of the following is most likely to be used by a company for making announcements to all of its employees?
Company website
When texting a client you do not know well, what should be included in the text?
Complete sentences
When texting a client, what types of writing style would be appropriate?
Complete sentences with no abbreviations
Which of the following recognizes a personal or professional achievement by a coworker
Congratulatory messages
________ build goodwill by recognizing someone else's achievements or important events.
Congratulatory messages
What should be a writer's first task when composing messages containing questions and reques?
Deciding between a direct and an indirect format
Which type of format is most often used for routine requests?
Direct
Which of the following will help to ensure effective communication when sending a text?
Do not text long or complicated responses
Which of the following is an example of a routine business request?
Explaining a travel expense to the accounting department
Which of the following is an example of a routine business message that provides instructions
Explaining how to complete a requisition form
________ benefits are advantages that someone elsea third partygains.
External
Which type of messages will help to enhance networking skills?
FYI
A routine informational message is likely to surprise or anger the audience
False
FYI messages should be in writing, using a direct approach.
False
If your message includes a question which is likely to confuse your audience, use the direct organizational approach.
False
When placing a request within a message, phrase it so that you simply need to imply what you are asking.
False 2
When responding to an email with a question, it is best to respond with "yes" or "no" answers
False 2
A text message should always include a salutation.
False 3
When including external benefits in a request, the writer should avoid the word "you."
False 3
When sending text message to a coworker, you should not expect a quick response.
False 4
) It is appropriate to use blind carbon copy in an email, as long as the use promotes the success of the organization.
False 5
When issuing orders or highlighting errors, it is best to use the word "you" in the message
False 5
Assuming a customer claim will be granted, what type of response will allow the company to build a better relationship with the customer?
Goodwill
Which of the following best expresses the role of goodwill in business
Goodwill is key to building and strengthening relationships that are vital to an organization's success.
If your audience will not understand your request without knowing the context, what type of organization should be used?
Indirect
Which of the following is considered to be a routine message?
Instructing employees on filling out a new form
________ benefits are advantages your audience directly receives from complying with your request.
Internal
________ are advantages that your audience directly receives from complying with your request.
Internal benefits
Which of the following statements is most likely to be true regarding instant messaging?
It allows multitasking with multiple medium options.
Which of the following is a routine announcement?
Notifying customers about a change in policy
Which of the following is an external benefit of using the "you" perspective
Positive effects on people your audience cares about
When making a claim by using online customer support, what information should be provided first?
Reason for writing
________ business messages may include procedural information or instructions
Routine request
What can be done to assure the writer that information has been received or understood?
Send a message with a preliminary plan of action.
Which of the following is a "for-your-information" message?
Telling a colleague about a workshop you think he will be interested in
Which type of goodwill message is designed to make recipients feel good about something they have done for you?
Thank you messages
A goodwill message allows you to establish and maintain a positive relationship with your audience
True
Building positive working relationships through goodwill is critical to your career success
True
Different cultures have different ways of expressing thanks.
True 2
If your audience is expecting the request, less detail is needed
True 2
The amount of detail and the length of the thank-you message are often dictated by culture
True 3
Goodwill messages are often more meaningful when handwritten.
True 4
When sharing information you think the audience will appreciate, a "for-your-information" message is appropriate
True 5
High-context cultures expect longer and more formal letters of appreciation than low-context cultures.
True 6
A thank-you note that is handwritten has the advantage of helping the writer stand out from those who sent electronic thank-you notes
True 7
Which of the following represents the three part formula for responding positively to a claim using social media?
Understanding, apology, and solution
When responding to questions face-to-face, how should the response be organized?
Using the same format you would use if you were responding in writing
What type of request message would benefit from more explanation and persuasion than usual?
When asking for a favor
When would it be best to avoid using "you" in a communication?
When issuing orders
Which of the following is most appropriate when writing a letter of appreciation to an American audience?
When the message is short and to the point
How can bcc (blind carbon copy) be used effectively?
When the writer wants the recipient to focus on content, not a lengthy list of other recipients
When using an online tool to schedule a meeting, which of the following should be included in the title?
Where, when and what type of meeting is being scheduled
What can be done to make a sympathy message more meaningful to the receiver?
Write it by hand.
Business use of instant messaging (IM) ______
allows employees to communicate real-time information
A public notice is often referred to as what?
an annocement
Sympathy messages ________.
are more meaningful when handwritten
The direct approach is more likely to ________ when compared to the indirect approach.
be the better choice for most requests
Sending an email to congratulate a business acquaintance on the birth of her baby is ________.
best done with direct organization
A(n) ________ is a message acknowledging that you have received information or checking that you have understood information correctly.
confirmation
In today's digital age, handwritten thank-you notes ________.
convey a more meaningful expression of gratitude
A message that gives the writer the opportunity to establish or sustain a positive relationship with the audience is a(n) ________ message.
goodwill
A message that only hints at why you are writing includes a(n) ________.
implicit request
To make it easy for an audience to follow instructions, ________.
include only one action per step
You received a request for information that included a list of questions numbered 1 through 10. When you reply, ________.
include your answers ordered 1 through 10 as well
The indirect approach ________ when compared to the direct approach.
is more time-consuming for your audience to process
An expression of gratitude ________.
is typically included at the end of the request
When writing a thank-you letter to the interviewer at a company with high power distance, the writer needs to ________.
make it longer and more formal
Thank-you messages ________.
need not always be handwritten
Routine business messages ________.
require that you be clear, complete, and respectful
A "you" perspective ________.
requires you to consider other people's viewpoints
Messages that will not surprise, disappoint, or anger the audience are considered to be ________ messages
routine
A members-only website that allows users to interact and connect with each other is an example of a(n) ________.
social networking site
When a company decides to satisfy a customer claim for a refund, exchange, or repair, ________
the business has an opportunity to create goodwill
When writing a message, you determine audience benefits by analyzing ________.
the positive outcomes for your readers if they comply with your request
