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Instant messaging (IM) should not be used professionally.

Question options:

True

False
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Question 2

0 / 1 point
Misuse of e-mail and the Web by employees is costly to employers in terms of lost productivity and possible litigation.
Question options:

True

False
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Question 3

0 / 1 point
Sending unsolicited advertisements either by fax or e-mail is illegal in the United States.
Question options:

True

False
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Question 4

0 / 1 point
It is important when writing e-mail messages to take the time to organize your thoughts, compose carefully, and be
concerned with correct grammar and punctuation.
Question options:

True

False
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Question 5

0 / 1 point
Use capital letters in an e-mail message only for emphasis or for titles.
Question options:

True

False
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Question 6

0 / 1 point
Employers can legally monitor employee e-mail use.
Question options:

True

False
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Question 7

1 / 1 point
An e-mail message is erased from the company's computer system as soon as the receiver deletes it.
Question options:

True

False
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Question 8

0 / 1 point
A major attraction of instant messaging (IM) in the workplace is that it allows real-time communication with colleagues
anywhere in the world.
Question options:

True

False
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Question 9

1 / 1 point
Sensitive topics are generally easy to cover in e-mail messages or memos because e-mail messages and memos are less
formal than other types of messages.
Question options:

True

False
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Question Set
Question 10

1 / 1 point
When requesting routine information or action within an organization, the indirect approach works best.
Question options:

True

False
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Question 11

0 / 1 point
Providing an end date in a request message is helpful to the reader.
Question options:

True

False
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Question 12

1 / 1 point
I need your answer immediately is an example of a polite command.
Question options:

True

False
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Question 13

1 / 1 point
I have before me your letter of January 10... is a professional and effective way to begin a response message.
Question options:

True

False
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Question 14

1 / 1 point
Because numbered and bulleted lists take up more space than paragraphs, they should be avoided when responding to a
customer's questions.
Question options:

True

False
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Question 15

0 / 1 point
Each step in a procedure should begin with an active verb in the command (imperative) mode.
Question options:

True

False
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Question 16

1 / 1 point
Lamont is writing an e-mail message to all employees explaining the procedure for requesting travel reimbursement.
Lamont's primary goal should be to impress his employees with his extensive vocabulary since his use of vocabulary may
affect his promotion.
Question options:

True

False
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Question 17

1 / 1 point
Employees will now be required to follow these steps when submitting their travel reimbursement requests conveys an
appropriate sense of cooperation in a procedure memo.
Question options:

True

False
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Question Set
Question 18

0 / 1 point
Confirmation messages can also be called to-file reports or incident reports.
Question options:

True

False
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Question 19

0 / 1 point
Occasionally, a confirmation e-mail message or memo may be only one sentence long. An example might be the
following: This memo verifies our conversation yesterday in which you agreed to chair the Quality Control Budget meeting
on July 23 in my absence.
Question options:

True

False
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Question Set
Question 20

0 / 1 point
Routine e-mail messages and memos open with the main idea because their topics are not sensitive and require little
persuasion.
Question options:

True

False
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Question 21

0 / 1 point
When writing e-mail messages, it is best to use short paragraphs with a lot of white space.
Question options:

True

False
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Question 22

1 / 1 point
Written memos and letters are still the communication channels of choice in today's workplace.
Question options:

True

False
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Question 23

1 / 1 point
Because e-mail messages are more informal than other communication channels, you do not have to worry so much about
using proper spelling and grammar.
Question options:

True

False
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Question 24

1 / 1 point
Because e-mail messages are informal, they will never require research beforehand.
Question options:

True

False
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Question 25

1 / 1 point
E-mail is an effective communication channel for conveying enthusiasm, warmth, and other emotions.
Question options:

True

False
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Question 26

0 / 1 point
Individuals who develop skill in writing e-mail messages and memos are often the ones promoted into management
positions.
Question options:

True

False
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Question 27

0 / 1 point
A primary function of e-mail is exchanging information within organizations.
Question options:

True

False
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Question Set
Question 28

1 / 1 point
Type your name at the bottom of an e-mail message only when you are writing to someone you don't know.
Question options:

True

False
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Question 29

1 / 1 point
Readers look for deadline and action language in the body of an e-mail message or memo.
Question options:

True

False
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Question 30

1 / 1 point
Subject lines should be written as complete sentences ending with periods.
Question options:

True

False
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Question 31

1 / 1 point
Stating the purpose of the e-mail message or memo in the subject line and again in the first sentence is redundant and
unnecessary.
Question options:

True

False
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Question 32

0 / 1 point
E-mail messages should be written using standard caps and lowercase letters.
Question options:

True

False
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Question 33

0 / 1 point
Using a descriptive subject line in an e-mail message may determine whether and when it will be read.
Question options:

True

False
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Question 34

0 / 1 point
E-mail messages and memos should use numbered lists, headings, and tables to help the reader easily comprehend the
message.
Question options:

True

False
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Question 35

1 / 1 point
Including a subject line in an e-mail message or memo is optional because these messages are usually short.
Question options:

True

False
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Question 36

1 / 1 point
If you have any questions, please do not hesitate to contact me is an example of an effective, professional closing for an e-
mail message or memo.
Question options:

True

False
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Question 37

0 / 1 point
E-mail messages and memos are standard forms of communication within organizations that perform critical tasks such as
informing employees, giving directions, outlining procedures, requesting data, supplying responses, and confirming
decisions.
Question options:

True

False
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Question 38

1 / 1 point
Free Information Available is an example of an effective, attention-getting subject line.
Question options:

True

False
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Question 39

0 / 1 point
Good e-mail messages and memos generally discuss only one topic.
Question options:

True

False
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Question 40

0 / 1 point
Begin most e-mail messages and memos by frontloading; that is, reveal the main idea immediately.
Question options:

True

False
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In e-mail messages and memos, a comment such as If you agree we should begin this new project, please give me a call by
Friday is useful in
planning for feedback.
Morgan has had a disagreement with a colleague over how to introduce the company's new product. What is the best
communication channel for discussing this disagreement?
phone call or a face-to-face
What is the first thing you should ask yourself when analyzing your writing task?
Do I really need to write this e-mail or memo?
As Amy begins her business career, she will probably find herself writing more ____ than other types of messages.
e-mail messages
Which of the following is a benefit of writing effective e-mail messages in the workplace?
Well-written e-mail messages and memos enhance your image within the organization
What is the most accurate statement about writing e-mail messages and memos?
Begin each paragraph with the main point backed up by details
Which of the following is not a reason that e-mail is such an important communication tool in organizations today?
Organizations are downsizing, flattening chains of command, forming work teams, and empowering rank-and-file
employees. Given more power in making decisions, employees find they need more information.
What is the best advice for organizing routine e-mail messages?
Explain and justify the main idea in the body of the message
Isaac has discovered a production problem that will cause this month's shipments to be a few days late. Because his South
American customers will need to know about this problem right away, Isaac should
send an e-mail message
Which of the following is the most effective opening for a routine e-mail message
Our next department meeting will be held on Wednesday, March 10, at 2 p.m.
Which of the following is not a standard guide word used in e-mail messages and memos
RESPONSE
The subject line of e-mail messages and memos should
summarize the main idea
Owen is sending an e-mail message to a list of receivers. What is the most efficient way he can send the same message but
avoid revealing all e-mail addresses to the entire group of recipients?
Use the Bcc function in his e-mail program.
Which of the following is the most effective closing for an e-mail message
Please send your time sheet to me by August 31
Simon must read and reply to several e-mail messages. What is the best tip he can follow to make sure that he handles
his e-mail professionally?
Even if you can't reply immediately, acknowledge receipt
Monica wants to be an effective e-mail communicator. What should she do?
All of the above bullets, headings, consider cultural differences, double check
Jocelyn will be using e-mail and the Web professionally for the first time and wants to stay out of trouble at her new job.
What is the best advice to give her?
Learn the company's rules about e-mail and Web use
Which of the following e-mail practices could get you fired?
ALL
What is the most accurate statement about e-mail messages
Even if you delete an e-mail message, it can still remain on servers or networks
What is the best closing sentence for an e-mail message that requests information about office furniture
Please send information about your Mission Hill office furniture line by September 15 so that we can place our
order by September 30
Which of the following is an example of a polite command
Can you please answer the following questions about your conference facilities
A routine e-mail message or memo that requests information should begin by
requesting the information without providing elaborate explanations and justifications.
When requesting routine information or action within an organization, what approach works best?
Direct pattern
You are replying to an information request and are answering several questions. The best way to format these answers is to
put them in a list in the same order the questions were asked
For maximum comprehension, an e-mail message that explains three steps to be followed in implementing a new office
procedure should
use graphic highlighting in the body of the message to convey each step to be followed
Messages that explain procedures generally
flow downward from management to employees
Which of the following demonstrates the best wording for an instruction that appears in a vertical list in a procedural
message
Input your password
Which of the following is an effective statement for a procedural e-mail or memo
You may begin using the new overtime forms on Monday, November 1.
You are writing an e-mail procedural manual and want to list the steps for changing your password. What should you do?
Use a bulleted list
What is the primary function of procedural e-mail messages and memos
To clearly explain the idea so that no further explanation is necessary
Confirmation messages can also be called
incident reports
Confirmation e-mail messages or memos
record oral decisions, directives, and discussions
Which statement might be included in a confirmation e-mail message or memo
This message confirms our telephone conversation today in which you accepted the management position
Good e-mail messages generally
Are frontloaded
Which of the following is the best subject line for an e-mail message or a memo?
Sales Meeting Changed to March 15 at 1 p.m
In times past, messages among company insiders took the form of hard-copy memorandums. Today,
____________________ is the communication channel of choice.
Answer: 1 (e-mail)
Question 2

0 / 1 point
To improve readability, break e-mail messages into short ____________________ separated by white space.
Answer: 1 (paragraphs)
Question Set
Question 3

0 / 1 point
TO, FROM, DATE, and SUBJECT are examples of ____________________ words that appear at the top of e-mail
messages and memos.
Answer: 1 (guide)
Question 4

0 / 1 point
Most e-mail messages and memos should encourage ____________________ with such closing statements as, What are
your ideas on the proposal?
Answer: 1 (feedback)
Question 5

0 / 1 point
A mandatory part of an e-mail message or a memo is the ____________________ line, which summarizes the message's
central idea, thus providing quick identification for reading and for filing.
Answer: 1 (subject)
Question 6

0 / 1 point
Techniques such as numbered lists, headings, and tables, also called ____________________ highlighting, can be used to
make important ideas stand out and to improve the readability of e-mail messages and memos.
Answer: 1 (graphic)
Question 7

0 / 1 point
Bcc, which stands for "____________________ carbon copy," sends a copy of an e-mail message to a third party without
the addressee's knowledge.
Answer: 1 (blind)
Question 8

0 / 1 point
Subject lines such as Free Information should be avoided in e-mail messages because the word "Free" may trigger
____________________ filters.
Answer: 1 (spam)
Question 9

0 / 1 point
Action information such as dates and deadlines should be placed in the ____________________ of an e-mail message or
memo.
Answer: 1 (closing)
Question 10

0 / 1 point
Some e-mail users include a(n) ____________________ block in the closing of an e-mail message that includes the
sender's full contact information.
Answer: 1 (signature)
Question Set
Question 11

0 / 1 point
Some e-mail messages contain identifying ____________________ such as Action, FYI, Re, Urgent, or REQ in the subject
line.
Answer: 1 (labels)
Question 12

0 / 1 point
Many knowledge workers are turning to ____________________ messaging on the job because it allows real-time
communication with colleagues anywhere in the world.
Answer: 1 (instant)
Question 13

0 / 1 point
Typing an e-mail message in all capital letters is known as ____________________.
Answer: 1 (shouting)
Question 14

0 / 1 point
Sending unsolicited advertisements, also known as ____________________, either by fax or e-mail is illegal in the United
States.
Answer: 1 (spam)
Question 15

0 / 1 point
____________________ refers to the rules of polite online interaction that should be followed by e-mail users.
Answer: 1 (Netiquette)
Question Set
Question 16

0 / 1 point
Request e-mail messages and memos may open with a(n) ____________________ command, such as Would you please
send me your complete price list.
Answer: 1 (polite)
Question Set
Question 17

0 / 1 point
____________________ messages react or respond to previous messages and requests for information or action.
Answer: 1 (Response)
Question Set
Question 18

0 / 1 point
Messages that explain procedures generally flow ____________________ from management to employees.
Answer: 1 (downward)
Question 19

0 / 1 point
Each step in a procedure should begin with an active verb in the ____________________ mode.
Answer: 1 (command, imperative)
Question Set
Question 20

0 / 1 point
____________________ messages, sometimes called to-file reports or incident reports, record oral decisions, directives,
discussions, and IM messages.
Answer: 1 (Confirmation)

A company's most important letters are written to
Customers
For which of the following situations would a letter be more appropriate than an e-mail message
Thanking your boss for a birthday gift she gave you
Kathryn booked a hotel through a local travel agency. Her accommodations were not as the agent described. Although she
stayed in the hotel, she was very unhappy and feels that the agent is at fault. The best way for Kathryn to communicate her
unhappiness with the accommodations would be to
write a letter to the travel agent who booked her hotel
Caroline is writing a recommendation for one of her former employees. What is the best communication channel for Caroline
to use to send this message to a potential employer?
Letter
Letters are a primary channel of communication for delivering messages
outside an organization
Luke is writing a letter to a local company to ask about internship opportunities. What should he do first
Analyze the purpose of the letter and the reader
Business letters are preferred over e-mail messages when
ALL
Jeremy is working on a business letter and is in the third phase of the 3--3 writing process. He has already revised his letter
for clarity and has proofread the letter for correctness. What is left in this phase for Jeremy to do?
Evaluate the effectiveness of the letter from the reader's standpoint
What is the best communication channel to use when a persuasive, well-considered message is required
Letter
Danielle is about to begin the second phase of the 3--3 writing process as she works on a letter to her clients. What will she
do first in this phase
Collect any necessary information
The body of a routine business letter should
present details that explain your request or response
The best business writers do what in the opening paragraph of a routine business letter?
State immediately why they are writing
Which statement about formatting business letters is most accurate?
A carefully formatted letter reflects the writer's carefulness and experience
Routine business letters should be written using
the direct strategy
The purpose of a routine business letter should be placed in
the opening
Tatiana is writing a letter to a local nonprofit agency and wants to make sure that the letter will build goodwill with the
organization. What should Tatiana do to achieve a goodwill tone in her letter?
Present the message from the reader's point of view
What is the best advice for writing the body of a routine business letter
Remember that the biggest problem in business writing is poor organization
Enrique is writing a letter to apply for a job and wants to make sure that his content is clear. What should he do?
Use short sentences and paragraphs
Where should deadlines and action information be placed in a routine business letter
In the closing
Three characteristics distinguish good business letters. Which of the following is not one of those characteristics
High-quality letterhead stationery
Which of the following statements best demonstrates a goodwill tone
We are excited to announce an available position in our Finance Department
Which of the following is the best example of frontloading an information request message
I am writing this letter to ask for information about some of your products
You must ask a series of questions in a routine request letter. What is the best way to present these questions
In a bulleted or numbered list in the body of your letter
Royce wants to make sure that a letter he is sending to a client is properly formatted. What should he do
Use block style or another accepted business letter format
Correspondence for everyday business transactions consists mainly of
routine requests and responses
Magdalena is writing a letter to a company to ask about its software for removing malware (malicious software) from her
company's network. Which is the best opening statement for her letter?
Please answer the following questions about your new malware removal program
Which of the following is the best closing sentence for a letter requesting information
Your answers to these questions by May 31 will help us decide which product to purchase
Which of the following is a command disguised as a polite request
Will you please send my order by USPS Priority Mail
Which question will elicit the most information when asked in a letter requesting information and action
What brands and models of smart phones do you recommend
Denzel is writing a letter asking for information and wants so show appreciation to his reader in the closing. Which of the
following statements best shows his appreciation
I appreciate this information because it will allow me to make an effective decision about which plan to choose
What should you do first before starting to write a routine letter that requests information
Consider its costs in terms of your time and workload
The opening of a straightforward claim letter should
open with a clear statement of the problem or with the action you want the receiver to take
Which of the following is the best example of a situation justifying a straightforward claim
All of the above are examples of straightforward claims
Which of the following is the best closing for a straightforward claim letter?
Please credit $20 to my account by March 31, when my next billing cycle begins
Which of the following is the best opening for a straightforward claim letter
Please credit my Visa account for $20, the amount I was overcharged on March 12
What should you do in the body of a straightforward claim letter
Mention that you have enclosed copies of all pertinent documents
Which of the following statements about straightforward claims is most accurate
When you have a straightforward claim, your first step should always be to write a claim letter
Which of the following is the best opening sentence for a direct reply letter
We look forward to helping you with all of your storage needs
Which of the following is not a goal in writing adjustment letters
To avoid future correspondence with the customer
Which of the following is the most effective subject line for a direct reply letter?
Your June 5 Inquiry About Venice Travel Packages
Which of the following is the best opening for an adjustment letter?
We have credited your account for $123 as refund for your dining bill
What should you do in the body of an adjustment letter
Explain how you are complying with the claim
Which of the following is the best closing for an adjustment letter
We hope that this refund check proves our commitment to providing excellent customer service
What should you do in the body of an adjustment letter
Explain how you are complying with the claim
What is the most accurate statement about goodwill messages
Goodwill messages carry the hidden message that you care
When thanking someone for a gift, you should cover three points. Which of the following is not one of these points
Describe how you're not worthy of such a gift
The best goodwill messages concentrate on the five Ss. Which of the following is not one of the five Ss?
Self-serving
Which of the following is the best statement to include in a goodwill message
We are so sorry, Sonia, to learn of the loss of your husband Gary
Which of the following statements about formatting international business messages is most accurate?
If a letter is important, have someone familiar with local customs read and revise it.
Most international business letters
should conform to the conventions of the receiver's country
Question 1

0 / 1 point
Business letters are preferred over e-mail when a permanent record is required, when formality is necessary, and when a
message is sensitive and requires an organized, well-considered presentation.
Question options:

True

False
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Question 2

0 / 1 point
When a business communicator must be persuasive and can't do it in person, a business letter is more effective than other
communication channels.
Question options:

True

False
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Question 3

1 / 1 point
Most routine letters should be organized using the indirect strategy.
Question options:

True

False
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Question 4

1 / 1 point
E-mail marketing has made direct-mail letters obsolete.
Question options:

True

False
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Question Set
Question 5

1 / 1 point
Action information, including deadline dates, should be placed in the body of a business letter.
Question options:

True

False
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Question 6

0 / 1 point
Most business letters are better if they start with the action desired or the main idea.
Question options:

True

False
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Question 7

0 / 1 point
A popular business letter format is block style.
Question options:

True

False
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Question 8

0 / 1 point
Numbered or bulleted lists, headings, columns, bolding, and italics are all examples of graphic devices that can be used to
highlight details in a letter.
Question options:

True

False
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Question 9

0 / 1 point
Using the "you" view is one way to build goodwill in business letters.
Question options:

True

False
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Question 10

1 / 1 point
Our company will be holding an employee retreat early next year is an example of frontloading in a letter to a hotel
requesting information about accommodations.
Question options:

True

False
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Question 11

0 / 1 point
Clear business letters answer all the reader's questions or concerns so that no further correspondence is necessary.
Question options:

True

False
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Question 12

1 / 1 point
The everyday transactions of a business often require the writer to use special techniques to be convincing, to soften bad
news, or to be tactful.
Question options:

True

False
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Question Set
Question 13

1 / 1 point
Polite requests, such as Will you please send a catalog, require a question mark.
Question options:

True

False
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Question 14

1 / 1 point
Thank you in advance for your cooperation is an effective and professional way to show appreciation in a request letter.
Question options:

True

False
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Question 15

0 / 1 point
Please provide answers to these questions by August 15 so that we can make a decision before our next fiscal year
begins is an effective closing for a letter requesting action.
Question options:

True

False
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Question 16

1 / 1 point
To elicit the most information about a product, use questions such as Do you carry the Motorola Razr V3 cell phone?
Question options:

True

False
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Question 17

0 / 1 point
If you can get the information you need on your own, don't write a business letter asking for it.
Question options:

True

False
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Question Set
Question 18

1 / 1 point
A phone call is usually taken more seriously than a written claim letter because it represents a personal communication.
Question options:

True

False
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Question 19

1 / 1 point
Showing that you are angry is an effective technique for getting a claim granted because it shows the intensity of your
emotions..
Question options:

True

False
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Question 20

0 / 1 point
Straightforward claims are those to which you expect the receiver to agree readily.
Question options:

True

False
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Question 21

0 / 1 point
Delay in writing a claim letter makes the claim appear less important to the receiver.
Question options:

True

False
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Question 22

0 / 1 point
Typically, when you have a legitimate claim, you can expect a positive response from a company.
Question options:

True

False
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Question Set
Question 23

0 / 1 point
When writing a letter that contains mostly good news but may have some negative elements, use the direct approach.
Question options:

True

False
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Question 24

1 / 1 point
An effective opener for a letter replying to a customer's request might be Your letter of September 13, in which you request
information about our new line of digital cameras, was forwarded to me.
Question options:

True

False
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Question 25

1 / 1 point
When replying to a customer's request for information, supply the answers only. Promoting your organization and products
might appear to be pushy to the reader.
Question options:

True

False
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Question 26

0 / 1 point
When answering several of a customer's questions in a letter, consider using lists or other graphic devices.
Question options:

True

False
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Question 27

1 / 1 point
Subject lines are used in e-mail messages and memos but never in letters.
Question options:

True

False
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Question Set
Question 28

1 / 1 point
Using words such as regret, inconvenience, and misunderstanding in an adjustment letter shows the reader that you care.
Question options:

True

False
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Question 29

0 / 1 point
One reason for granting adjustments is to satisfy customers and retain their business.
Question options:

True

False
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Question 30

1 / 1 point
A letter granting an adjustment or a claim should be arranged using the indirect pattern.
Question options:

True

False
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Question 31

1 / 1 point
If you choose to apologize, the apology should be placed in the closing of an adjustment letter.
Question options:

True

False
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Question 32

1 / 1 point
Resale information should never be included in an adjustment letter.
Question options:

True

False
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Question 33

1 / 1 point
A statement such as Even though we normally don't repair printers that have been mishandled by their owners, we have
decided to repair your printer this one time only is an effective way to grant a customer's claim because it shows generosity.
Question options:

True

False
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Question Set
Question 34

1 / 1 point
Goodwill messages should use phrases such as Thank you from the bottom of my heart or It gives me great pleasure to
extend my congratulations.
Question options:

True

False
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Question 35

1 / 1 point
Oral messages are usually more expressive and more meaningful to receivers than written goodwill messages.
Question options:

True

False
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Question 36

1 / 1 point
Thank you for your letter congratulating me on my recent promotion to section supervisor; it was really nothing is an
appropriate response to a letter congratulating an individual.
Question options:

True

False
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Question 37

1 / 1 point
Writing goodwill messages--such as thank-you notes and condolence messages--is usually easier than writing other types of
routine business documents.
Question options:

True

False
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Question 38

0 / 1 point
An effective goodwill message is Your presentation to the board about various funding options was well-researched and
informative.
Question options:

True

False
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Question Set
Question 39

1 / 1 point
Businesspeople in all countries appreciate efficiency, straightforwardness, and conciseness in business letters.
Question options:

True

False
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Question 40

1 / 1 point
When writing foreign business letters, use figures to express months and years such as 06/09/10 because figures are
concise and easily recognized.
Question options:

True

False
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Question 4

1 / 1 point
You should use the ____________________ strategy for positive, everyday messages.
Answer: direct

Question 5 1 / 1 point
Characteristics of good business letters include clear content, goodwill tone, and correct
____________________.
Answer: form

Question 6 1 / 1 point
Numbered or bulleted lists, headings, columns, or boldface or italic type, also called
____________________ highlighting, can be used to highlight details in the body of a business
letter.
Answer: graphic

Question Set
Question 7

1 / 1 point
Some routine messages open with a(n) ____________________ command, such as Will you
please answer the following questions about your new line of computer products.
Answer: polite

Question
8
1 / 1 point
The closing of a direct request that requires action may include an end ____________________
so that the reader knows when an action is required.
Answer: date

Question Set
Question 9

1 / 1 point
____________________ letters are written by customers to identify or correct a problem with
products or services they have purchased.
Answer: Claim

Question 10 1 / 1 point
____________________ claims are those to which you expect the receiver to agree readily and
are written using the direct organizational pattern.
Answer: straightforward

Question Set
Question 11

1 / 1 point
The ____________________ pattern should be used for messages that are mostly good news but
may have some negative elements.
Answer: direct

Question 12 1 / 1 point
Knowledgeable business communicators use a(n) ____________________ line in a direct reply
letter to refer to earlier correspondence so that in the first sentence they are free to emphasize the
main idea.
Answer: subject

Question Set
Question 13

1 / 1 point
When a company receives a claim and decides to respond favorably, the letter is called a(n)
____________________ letter.
Answer: adjustment

Question 14

1 / 1 point
Deciding whether to ____________________ to a customer in an adjustment letter is a debatable
issue. Some attorneys discourage doing so, but many customers appreciate it.
Answer: apologize

Question 15

1 / 1 point
Adjustment letters that grant customers' claims should be written using the
____________________ organizational pattern.
Answer: direct

Question Set
Question 16

1 / 1 point
____________________-you notes should be written for favors, gifts, and hospitality.
Answer: Thank

Question 17 1 / 1 point
____________________ notes should refer to a death or misfortune sensitively and offer
assistance without going into excessive detail.
Answer: Sympathy

Question 18

1 / 1 point
____________________ messages are those that express thanks, congratulations, recognition, or
sympathy.
Answer: Goodwill

Question 19

1 / 1 point
Goodwill messages should be selfless, specific, sincere, spontaneous, and
____________________.
Answer: short

Question Set
Question 20

1 / 1 point
Letters going to individuals in other parts of the world, such as Japan and Europe, should
probably use a more ____________________ tone than letters written for American
businesspeople.
Answer: formal

Action information and deadlines belong in the ____________________ of a business letter.
Answer: closing

-style letters are formatted with all parts of the letter--dateline, inside address, body, and so on--set flush left.
BLOCK
Business ____________________ are important when a permanent record is required, when formality is necessary, and
when a message is sensitive and requires an organized, well-considered presentation.
Letters
When should the direct pattern be used to communicate bad news
When firmness is necessary
Which of the following is not one of the three primary goals in communicating bad news
To explain clearly who is to blame for the bad news
The bad feelings associated with disappointing news can generally be reduced if the receiver
ALL
Amber will be writing a bad-news letter to a customer and wants to follow the four-part indirect plan. In what order should
she organize her letter?
Buffer, reasons, bad news, closing
Gordon must write a bad-news message to a client, telling her that his report will be late. What should he do first?
Analyze the bad news to determine how it will affect the reader
Select the most accurate statement
An employee's words, decisions, and opinions are assumed to represent those of the organization
Chandra makes an abusive statement about Dylan. This language will not be actionable if
Chandra's statements are false
Marcellis sent a letter to a teacher who had requested a tour of his company. In the letter he included the sentence
"Although we would love to have your class visit our company, much of the work area is too dangerous for group tours."
What has Marcellis done that might lead to legal difficulties?
He has used careless language
Using the indirect pattern to prepare the reader in a bad-news message
ALL
Shania had to write a letter to a job applicant, telling him that he was not selected for a position. Since she really liked the
applicant, in the rejection letter she wrote, "I thought you were our top candidate." What has Shania done that might lead to
legal difficulties?
By trying to make herself look good, she is guilty of the "good-guy syndrome."
Which of the following is the best advice when communicating bad news?
As long as the bad news is delivered tactfully, you don't have to give the reasons for the bad news
A business communicator has four secondary goals in delivering bad news. Which of the following is not one of these
secondary goals?
To hide the real reasons for the bad news
In a recommendation letter, Gavin falsely accuses former employee Carly of being lazy in performing her job. This action is
considered to be
Libel
What is the best advice for closing a bad-news letter?
Close with something forward looking that assumes future business
The purpose of a buffer statement is to
reduce the reader's shock or pain related to the bad news
The most important part of a bad-news letter is
the section that explains the reasons for the bad news
Chavi has decided that she must apologize to a customer in her buffer. Which of the following is the best example of an
effective apology?
You have every right to be concerned, and we sincerely apologize for the delay in filling your order. To prevent this
from occurring again, we have upgraded our software and retrained our order takers.
Which of the following sentences most effectively implies the refusal?
Although I'll be in Europe on business on the date of the graduation ceremony, I could speak to students prior to
that date
What is the best advice for delivering the bad news?
Suggest a compromise or alternative
Which of the following sentences uses the passive voice to present the bad news
Although the computer technician position has been filled, we wish you well in your job search
In which of the following sentences has the bad news been placed in a subordinate clause?
Although our tuition reimbursement program must be discontinued, all other benefits will remain the same
Select the best closing paragraph of a bad-news letter
We wish you the best in your job search
Select the best opening for a letter from a local nonprofit organization that refuses a request for a charitable donation
The services you provide for homeless families in our community are necessary and important
Which is the most effective statement in a letter to a customer denying a claim?
You can purchase a replacement battery pack at a 20 percent discount
High Tech Solutions is in a budget crunch and plans to make major layoffs next month. What is the best advice for
communicating this crisis to employees
Deliver the bad news to employees personally if possible
Which of the following is an appropriate statement when saying no to job applicants
We appreciate your interest in our company and wish you every success in your job search
In announcing bad news, British writers tend to
be straightforward because they see no reason to soften the blow
Question 1

0 / 1 point
Revealing bad news slowly and indirectly shows sensitivity to your reader.
Question options:

True

False
View Feedback
Question 2

0 / 1 point
Because employees act as agents of their organizations, their words, decisions, and opinions are assumed to represent
those of the organization.
Question options:

True

False
View Feedback
Question 3

1 / 1 point
In order to be actionable (likely to result in a lawsuit), abusive language must be in writing.
Question options:

True

False
View Feedback
Question 4

1 / 1 point
Writing bad-news messages requires less attention to the 3--3 writing process than do other types of business messages.
Question options:

True

False
View Feedback
Question 5

0 / 1 point
Jesse has already written three letters to a customer whose account is now several months past due. His fourth letter to the
customer should use a direct pattern.
Question options:

True

False
View Feedback
Question 6

0 / 1 point
A company can be legally liable for statements sent by an employee in an e-mail message or an instant message through
the company's computer system.
Question options:

True

False
View Feedback
Question 7

1 / 1 point
The bad feelings associated with disappointing news can generally be reduced if the reader is not told the reasons for the
rejection.
Question options:

True

False
View Feedback
Question 8

1 / 1 point
Most businesspeople never have to deliver bad news.
Question options:

True

False
View Feedback
Question 9

0 / 1 point
You may be prosecuted for transmitting a harassing or libelous message by e-mail or on a bulletin board.
Question options:

True

False
View Feedback
Question 10

0 / 1 point
A primary goal when delivering bad-news messages is to maintain a positive image of the writer and the organization.
Question options:

True

False
View Feedback
Question 11

1 / 1 point
Because bad news can be difficult for a reader to accept, it must always be delivered using the indirect method.
Question options:

True

False
View Feedback
Question Set
Question 12

1 / 1 point
To make sure that it is not overlooked, always state the refusal explicitly in a bad-news message.
Question options:

True

False
View Feedback
Question 13

1 / 1 point
Readers often accept bad news better when words such as unfortunately, regret, and misunderstood are used to present
the bad news.
Question options:

True

False
View Feedback
Question 14

0 / 1 point
A bad-news message written in the indirect pattern should begin with a buffer.
Question options:

True

False
View Feedback
Question 15

1 / 1 point
We cannot allow you to return the iPhone since you purchased it over 30 days ago effectively uses the passive voice to
deliver the bad news.
Question options:

True

False
View Feedback
Question 16

0 / 1 point
Because we value loyal customers like you, we have enclosed a coupon for $20 off your next meal at P.F. Chang's is an
effective closing statement for a bad-news letter.
Question options:

True

False
View Feedback
Question 17

0 / 1 point
Showing thanks to the reader for doing business in the opening is a good way to start a bad-news letter.
Question options:

True

False
View Feedback
Question 18

1 / 1 point
We again extend our sincere apologies for shipping your order late is an effective closing for a bad-news message.
Question options:

True

False
View Feedback
Question 19

1 / 1 point
A company should always apologize in the buffer of a bad-news message.
Question options:

True

False
View Feedback
Question 20

0 / 1 point
A good technique for de-emphasizing the bad news is to place it in the middle of a paragraph.
Question options:

True

False
View Feedback
Question 21

1 / 1 point
Company policy does not allow us to display our products at trade shows effectively explains why a writer's request must be
refused.
Question options:

True

False
View Feedback
Question 22

0 / 1 point
The most important part of a bad-news letter is the section that explains the reasons for the bad news.
Question options:

True

False
View Feedback
Question 23

0 / 1 point
Although I am unable to speak to your class at this time, I sincerely appreciate your invitation effectively positions the bad
news by placing it in a subordinate clause.
Question options:

True

False
View Feedback
Question 24

0 / 1 point
Unlike the active voice, the passive voice highlights the action rather than the doer of an action; thus it is a good choice
when stating bad news.
Question options:

True

False
View Feedback
Question 25

1 / 1 point
Because readers are likely to feel hurt after reading a bad-news message, including resale or sales promotion information in
the closing is never appropriate.
Question options:

True

False
View Feedback
Question Set
Question 26

1 / 1 point
Because Stacy knows her staff well, she should deliver all bad-news messages to them using the direct organizational
pattern.
Question options:

True

False
View Feedback
Question 27

1 / 1 point
A message rejecting a request for favors, money, information, or action should begin with a statement such as Because our
annual budget has already been approved, we are unable to donate to your worthwhile cause this year.
Question options:

True

False
View Feedback
Question 28

1 / 1 point
When declining an invitation, a statement, such as Unfortunately, because of a fully booked schedule, I will be unable to
serve as your keynote speaker, should be presented by itself in a short paragraph.
Question options:

True

False
View Feedback
Question Set
Question 29

1 / 1 point
Most companies try to resolve problems and control damage by first writing to the individual involved.
Question options:

True

False
View Feedback
Question 30

1 / 1 point
The reasons for refusing credit should always be clearly explained.
Question options:

True

False
View Feedback
Question 31

0 / 1 point
The major way in which bad-news letters to customers differs from other bad-news messages is that customer messages
often contain resale or sales promotion material.
Question options:

True

False
View Feedback
Question 32

0 / 1 point
A letter refusing credit might include a statement such as Cash purchases receive a 2 percent discount.
Question options:

True

False
View Feedback
Question 33

1 / 1 point
When a problem occurs with a customer, it's best to wait a while before communicating with the customer to give him or her
time to cool off.
Question options:

True

False
View Feedback
Question 34

0 / 1 point
In handling problems with orders, use the indirect pattern unless the message has some good-news elements.
Question options:

True

False
View Feedback
Question 35

1 / 1 point
When denying a claim, use a statement such as If you had read the instruction booklet that came with the air conditioner,
you would have known to change the filter every three months to let the customer know why the claim must be refused.
Question options:

True

False
View Feedback
Question Set
Question 36

0 / 1 point
Organizations today are experimenting with delivering bad news through communication channels such as e-mail, video,
webcasts, and voice mail.
Question options:

True

False
View Feedback
Question 37

1 / 1 point
When denying an application for employment, use a statement such as Even though your credentials for the position of
management trainee were about the best of all the candidates, we were forced to select another applicant for the position to
help make the applicant feel better.
Question options:

True

False
View Feedback
Question 38

1 / 1 point
Organizations involved in a crisis such as serious financial problems or public controversy know that it is wise to keep the
bad news from employees, customers, and stockholders for as long as possible.
Question options:

True

False
View Feedback
Question Set
Question 39

0 / 1 point
In Latin countries, it is considered disrespectful and impolite to report bad news to superiors.
Question options:

True

False
View Feedback
Question 40

1 / 1 point
To minimize disappointment, Americans generally prefer to present negative messages directly.
Question options:

True

False
View Feedback
is the legal term for any false statement, written or spoken, that harms an individual's reputation.
Defamation
One primary goal in communicating bad news is to make sure your reader ____________________ and accepts the bad
news.
UNDERSTANDS
The ____________________-guy syndrome refers to a situation in which the writer's statements make the reader feel better
but may be misleading or inaccurate.
Good
When the reader may overlook the bad news or when firmness is necessary, the ____________________ organizational
pattern should be used.
direct
Using the ____________________ organizational pattern to deliver bad news shows sensitivity to your reader
Indirect
When abusive language is written, it is called
Libel
When abusive language is spoken, it's called
Slander
Bad-news messages should always close with a pleasant statement that promotes ____________________ and a forward
look.
Goodwill
Your memory card reader cannot be repaired at our local facility uses ____________________-voice verbs to deliver the
bad news.
Passive
One useful technique for reducing the pain associated with a bad-news message is to place the refusal in a(n)
____________________ clause.
Subordinate
is the ability to understand and enter into the feelings of another
empathy
The most important part of a bad-news message is the section that explains the ____________________ for the bad news.
Reasons
A neutral or positive opening that does not reveal the bad news is called a(n)
Buffer
Closing a bad-news message with a statement such as Visit our Web site soon for the best selection of our new fall
styles uses ____________________ or sales promotion to encourage the customer's continued patronage.
Resale
The refusal statement in a bad-news message may be ____________________, rather than explicit, as long as the refusal
is very clear to the reader
Implied
One way to soften bad news in a letter is by suggesting a(n) ____________________ to the receiver, such as suggesting
that a loan applicant return with a cosigner to reapply.
Alternative
If you need to send the same message to hundreds of customers, it is best to create a(n) ____________________ letter
using your word processor to save time.
Form
The ____________________ Credit Reporting Act and Equal Credit Opportunity Act state that consumers who are denied
loans must receive a notice of "adverse action" explaining the decision.

Fair
Letters that say no to job applicants differ from other bad-news messages in that the reasons for the refusal should usually
be ____________________ rather than specific.
General
When delivering bad news in other countries, it's important to remember that in many high-context cultures, saving
____________________ is important.
face