week 6

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

managers and supervisors need to ________, even if they're afraid of going beyond their authority

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

the ______ of a routine request should be clear and specific

subject lines

in a routine business correspondence, the primary message should appear in

the first sentence or two

when drafting a routine message, you should strive for a _______ tone

• reader orientated • professional • helpful

which of the following are true a routine business messages?

•readers are unlikely to resist them •they convey straightforward information •readers usually respond positively to them

the private message in a routine communication should have _________ words.

10 or fewer

by a large margin, most business messages are

routine messages

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

• proofreading the message • rereading the message • getting feedback for a group message

the most efficient thank you notes are

• sincere •written by hand • sent promptly

messages that include directions usually

offer guidelines for specific tasks

an announcement is what type of communication?

one-to-many

the response to a routine business request, the readers 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

routine messages that include directions are much like those that

set expectations

when you justify a routine request, you should provide

the rational for the request in your message

what is the most important goal of a routine business message?

to capture the reader's attention

when employees explain the reasons and 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 would be considered a business announcement?

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

all routine business messages should contain which of the following components?

• a restatement of the key message • details • a primary message

which component should be included in an effective message of appreciation?

• an expression of thanks •a brief rational • a statement of Goodwill

which of the following might you use to highlight key ideas when drafting a routine message?

• external links • numbering • bullets

factors that lead to personal offenses include

• personality clashes • different communication styles • careless comments

it should take about ______ to complete a routine business message

5 to 15 minutes

the _______ planning process can be completed quickly for most routine messages

AIM

a company rights to one of its suppliers, requesting an adjustment to the invoice for a received shipment because of the merchandise was missing period this type of business message is known as ________.

a claim

when a professional contact encounters a personal loss, it is _______ to extend sincere sympathies

appropriate

numerous routine messages are handled daily. therefore they need to be produced with

efficiency

after harming someone at work, weather intentionally or not, business professionals with high &________ will quickly try to make amends

emotional intelligence

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

no more than 10 words

apologies become ineffective when they are

• cliche • vague • insincere

when drafting a routine message, you should strive for _______ tone

• helpful • reader-oriented • professional

an appreciation message should be which of the following

• personal • simple • genuine

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

• bullets • numbered list • special formatting

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

• explain why the claim is being made • make a call to action •specify what the claim is

a routine message should be written which to fall of the following questions in mind?

• how would my audience want to receive this information • how much detail does my audience expect

establish clear expectations, especially when you're using the supervisor or manager, directly

• improves your credibility •cultivates interpersonal trust

sending thank you notes can accomplished which of the following?

• maintain strong working environment • boost repeat business

when delivering an appreciation message, and exaggeration display of gratitude May

• the insincere • appear unprofessional