BA 3350 Chapter
The components of appreciate message include:
Provide rationale, Stating goodwill, giving thanks
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 request for feedback should take place during the________ stage of routine message development
Reviewing
Betsy learns that the wife of one of her main clients has just died. What should Betsy do?
Send a brief but genuine handwritten note of sympathy.
Routine messages that include directions are much like those that
Set expectations
Routine messages that provide notices of events are known as
announcements
When delivering an appreciation message an exaggerated display of gratitude may
appear unprofessional seem insincere
When a professional contact encounters a personal loss, it is ________ to extend sincere
appropriate
Apologies are most effective when they
are timely
an effective announcement generally contains which of the following items?
attention-getter Complete details
To provide directions effectively, your message should not be written in a(n) _____ Tone
passive, careless, abrupt
Which of the following is true of apologies?
If you are dealing with customers or clients, an apology may imply legal responsibility.
Ineffective announcement might include such flaws as
Incomplete information, Jumbling too much information together.
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
Which of the following is an important element of an apology?
offering commitments
When you discuss ________ as the manager of a project, you should give employees guidelines for how they will communicate with each other.
Coordination
In routine business correspondence, the primary message should appear in
the first sentence or two.
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
Which of the following is true of messages showing appreciation?
A sincere expression of thanks strengthens work relationships.
The key elements of the drafting stage of routine messages development include which of the following?
style, design, tone
Factors that lead to personal offenses include:
-Different communication styles -Careless comments -Personality clashes
A routine message should be written with the following two questions in mind:
1. How would my audience want to receive this information? 2. How much detail does my audience expect?
Polls have shown that ________________ of employees say that supervisors thank them daily
10%
It should take about ______ to complete a routine business messages
5 to 15 minutes
Thank you notes for _________ should be less formal but should not feel exaggerated
Colleagues
When you express sympathy to a professional contract over a death, you should
Keep the expression brief, Mention positive memories, Handwrite the expression on a nice card.
when making a claim to a company, the explanation that you lay out should be
Logical, reasonable, professional
An Effective direction-giving message will include the _______ of "I want to help you out as much as possible"
Meta Message
An announcement is what type of communication?
One to many
An announcement should include which of the following components?
Organized information, Concise wording
It is optional but appropriate to include a(n) _________ at the end of a lengthy routine requests.
call to action
When you discuss __________ as the manager of a project, you should give employees guidelines for how they communicate with each other.
coordination
When providing directions, insufficient _______ is most likely to frustrate your readers
detail
Appreciation messages should begin with a(n)
expression of thanks.
The 2 types of routine messages tend to relatively infrequent:
expressions of sympathy and apologies
Which of the following reduce the effectiveness of routine messages?
falling to include a cental message at the beginning , being difficult to read.
The most important consideration when planning a routine message is
how the message should be structured.
Your appreciation message will be less effective if it
Places too much focus on yourself, Contains excessive phrases of gratitude.
routine business messages should be constructed like other good writing, through use of
Planning, drafting, reviewing
To maintain goodwill when making a routine request, you should compose your message with a tone that has which two of the following characteristics.
Positive, Other-oriented
Effective apologies will achieve important results, such as
rebuilding your reputation, repairing working relationships
Which of the following are true of routine business messages?
resistance to them is not anticipated, readers are expected to react positively to them, they deal with straightforward information
An effective apology contains which of the following components?
saying you regret your actions, Promising not to commit the offense again, Admitting that you offended someone.
When providing directions in a routine message, you should give __________ directions,
step by step
When making a claim, an effective message will balance __________ with ___________.
Directness; politeness
Managers and supervisors need to _________, even if they are afraid of going beyond their authority.
Communicate clear expectations.
In a request memo, the main goals are to convey information in a way that is
Complete, Easy to read
When responding to inquiries, which of the following are the three best ways to set off separate questions?
numbered lists, bullets, XML tagging
If too little information is provided in your routine message, what is likely to happen?
-Your receiver will be less apt to do what you are requesting. -Your credibility will be diminished
A person reading a well-crafted announcement should grasp all of its important information.
10 to 15 seconds
The primary message in a routine communication should have
10 words or fewer
Which of the following are effective elements in a routine message for making a claim?
A polite request, A focus on the merits of the claim, A complimentt
To be an effective routine message, a claim should do which of the following
Explain why the claim is being made, Specify what the claim is, Make a call to action
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
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
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 we pages with additional information.