BA3350 Business Communication CH9 Quiz – Flashcards
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Appreciation messages should begin with a(n)
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expression of thanks.
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The part of a claim that makes a specific request of the recipient is known as a
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call to action.
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During the drafting stage, the process of designing the message focuses on
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making the message easy to read.
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Which of the following messages generally takes the least time to complete?
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routine messages
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What are announcements?
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updates, notices, and other correspondences that apply to a group of employees and/or customers
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Routine messages that include details about deadlines are most likely to be messages that
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set expectations.
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Which of the following is an important element of an apology?
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offering commitments
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Which of the following statements about announcements is true?
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Event announcements should allow readers to gather all relevant information in 10 to 15 seconds.
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Which of the following is most likely to be caused by a failure to set worker expectations in routine messages?
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breakdowns in working relationships
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Apologies are most effective when they
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are timely.
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Routine messages should be direct and
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front-loaded.
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Which of the following is true of messages showing appreciation?
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A sincere expression of thanks strengthens work relationships.
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In the case of routine messages, you should aim to create a helpful, professional tone during the ______ stage.
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drafting
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Which of the following is an effective strategy for responding to inquiries?
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Set off each question by using special formatting.
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Which of the following actions is most likely to be part of the reviewing stage?
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proofreading the message
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Which of the following is true of apologies?
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If you are dealing with customers or clients, an apology may imply legal responsibility.
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Which type of routine message should you ask a colleague to review before you send it?
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when you are speaking on behalf of a team
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Which of the following is an accurate statement about messages that provide directions?
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Since describing step-by-step procedures is so specific, insufficient detail can frustrate readers.
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In the case of an email that is a routine message, where should you place the primary message to capture attention?
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in the subject line
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Which of the following are you most likely to include in a routine request?
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the rationale for the request
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Which of the following is most likely to damage your credibility with the people who receive your emails?
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leaving out some of the necessary information
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In the case of a routine request, one of the primary goals of the message is to
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improve the workplace relationships.
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Which of the following statements is most true of a routine request?
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Your tone should be direct but not bossy or domineering.
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Betsy learns that the wife of one of her main clients has just died. What should Betsy do?
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Send a brief but genuine handwritten note of sympathy.
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Which of the following is the most effective technique to use when making a claim?
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Lay out a logical explanation of the claim.
