MGT

An announcement should include which of the following components?

* Concise wording * Concise information

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 characteristics

* Positive * Other-oriented

When employees explain their reasons in their text of routine requests, the company is better able to maintain _____ by keeping written records that show why decisions were made.

Transparency

Handling a routine message typically requires _____ other types of business correspondence

less time than

An announcement is what type of communication

one-to-many

Your appreciation message will be less effective if it

* Contains excessive phrases of gratitude * Places too much focus on yourself

What is the most important goal of a routine business message

to capture the reader's attention

In routine business correspondence, the primary message should appear in

the first sentence or two

which of the following are true of routine business messages?

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

An effective routine message will allow the recipient to

* Understand the main idea within seconds * Quickly process the information * Understand the responsibilities involved

Is it appropriate to extend sympathies to a professional contact

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

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 the directions describe a complicated procedure * When the directions describe a technique procedure

Workplace colleagues will evaluate which of the following based on your approach to routine business messages

* Your responsiveness * Your Commitment * Your Reliability

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 compliment

If too little information is provided in your routine

*Your credibility will be diminished *The receiver will be less apt to do what you are requesting

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

*make a call to action *Specify what the claim is *Explain why the claim is being made

In routine business correspondences, the primary message should appear in

the first two sentances

When providing directions, lack of _____ is most likely to frustrate your readers

Detail

Your response to inquires will be more effective if you _____ so that readers can easily identify your answers.

Mark each question with a bullet or number

In response to a routine business request, the reader is likely to express litter 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

Routine message that include directions are much like those that

Set expectations

The most important element of any expression of sympathy is that it be

Sincere

In an email announcement business message, the ______ must be specific and must pique the interest of the reader so that the message will not be overlooked.

Subject line

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 most crucial component of the FAIR test is checking for

accuracy

After harming someone at work, whether intentionally or not, business professionals with high _____ will quickly try to make amends

emotional intelligence

A request does not require which of the following components

expressing sympathy

You can help maintain the _____ of the recipient of a routine request by showing respect for the recipient's time

goodwill

What kind of tone is most effective when providing directions in a message

helpful

By a large margin, most business messages are

routine messages

The ______ of a routine request should be clear and specific.

subject line

All routine business message should contain which of the following components?

* A restatement of the key message * Details * A primary message

Sending thank-you notes can accomplish which of the following?

* Boost repeat business * Maintain strong working relationships

When responding to inquiries, which of the following are the three best ways to set off separate questions?

* Bullets * Special formatting * Numbered lists

Polls have shown that _____ of employees say that supervisors thank them daily

10%

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

AIM

When making a claim, your message will be more effective if it balances ______ with _____

Directness; politeness

True or False: In general, you should avoid making apologies for routine mistakes and offenses because they are likely to damage you personal credibilty

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 message says

Feedback

Which of the following qualities are typically in an effective routine request?

* Sufficient detail * Direct Language

A poorly delivered business apology may

* Make the first mistake seem even worse * Cause more problems

Which of the following might you use to highlight key idea when drafting a routine message?

* Numbering * Bullets * External links

When making a claim to a company, the explanation that you lay out should be

* Reasonable * Professional * Logical

Effective apologies will achieve important results, such as

* Repairing working relationships * Rebuilding your reputation

Which of the following take place during the reviewing stage of a routine message

* Rereading the message * Proofreading the message * Getting feedback for a group message

Which of the following are elements of an effective announcement

* Careful organization * Complete information * Positive Wording

When explaining your expectations to employees that you manage, what are the three main elements to include

* Deadlines for the project * How the work will be coordinated among all the people who are involved * Each person's responsibilities

Factors that lead to personal offenses include

* Different communication styles * Careless comments * Personal Clashes

An appreciation message should be which of the following?

* Genuine * Simple * Personal

Which of the following take place during the reviewing stage of a routine message?

* Getting feedback for a group message * Rereading the message * Proofreading the message

Which of the following are good techniques for an effective response to inquiries?

* Giving each question its own sections * Including links to web pages with additional information * Using bold to highlight each question

When drafting a routine message, you should strive for a _____ tone

* Helpful * Professional * Reader-oriented

A routine message should be written with which of the following questions in mind?

* How would my audience want to receive this information? * How much detail does my audience expect?

Establishing clear expectations, especially when you are the supervisor or manager, directly

* Improves your credibility * Cultivates interpersonal trust

An ineffective announcement might include such flaws as

* Incomplete information * Jumbling too much information together

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

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