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