question

Appreciation messages should begin with a(n)

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expression of thanks.

question

The part of a claim that makes a specific request of the recipient is known as a

answer

call to action.

question

During the drafting stage, the process of designing the message focuses on

answer

making the message easy to read.

question

Which of the following messages generally takes the least time to complete?

answer

routine messages

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What are announcements?

answer

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

answer

set expectations.

question

Which of the following is an important element of an apology?

answer

offering commitments

question

Which of the following statements about announcements is true?

answer

Event announcements should allow readers to gather all relevant information in 10 to 15 seconds.

question

Which of the following is most likely to be caused by a failure to set worker expectations in routine messages?

answer

breakdowns in working relationships

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Apologies are most effective when they

answer

are timely.

question

Routine messages should be direct and

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front-loaded.

question

Which of the following is true of messages showing appreciation?

answer

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.

answer

drafting

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Which of the following is an effective strategy for responding to inquiries?

answer

Set off each question by using special formatting.

question

Which of the following actions is most likely to be part of the reviewing stage?

answer

proofreading the message

question

Which of the following is true of apologies?

answer

If you are dealing with customers or clients, an apology may imply legal responsibility.

question

Which type of routine message should you ask a colleague to review before you send it?

answer

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?

answer

Since describing step-by-step procedures is so specific, insufficient detail can frustrate readers.

question

In the case of an email that is a routine message, where should you place the primary message to capture attention?

answer

in the subject line

question

Which of the following are you most likely to include in a routine request?

answer

the rationale for the request

question

Which of the following is most likely to damage your credibility with the people who receive your emails?

answer

leaving out some of the necessary information

question

In the case of a routine request, one of the primary goals of the message is to

answer

improve the workplace relationships.

question

Which of the following statements is most true of a routine request?

answer

Your tone should be direct but not bossy or domineering.

question

Betsy learns that the wife of one of her main clients has just died. What should Betsy do?

answer

Send a brief but genuine handwritten note of sympathy.

question

Which of the following is the most effective technique to use when making a claim?

answer

Lay out a logical explanation of the claim.

question

The less specific you are while writing your business messages, the greater the possibility that your readers will

answer

scan and skim your message.

question

To ensure the completeness of a business message, one should

answer

be specific.

question

Which of the following is the effect of using active voice while writing business messages?

answer

It emphasizes the business orientation of action

question

Documents with a lot of text and not much white space

answer

make business texts look cluttered.

question

When writers use long paragraphs in business messages, it

answer

shows disrespect for the reader's time.

question

The use of uncommon words in a business message is most likely to

answer

make it more difficult for readers to interpret the message.

question

Which of the following is most likely to have a negative impact on your readers' perceptions of your credibility

answer

being vague

question

For business documents, which of the following guidelines helps improve the ease of reading?

answer

For complex messages, use headings.

question

Which guideline for navigational design is most likely to improve the ease of reading for business messages?

answer

Use white space appropriately.

question

To help business writers make their messages easier to read, they should

answer

use short sentences.

question

Which of the following statements about business messages is true?

answer

Providing required information is essential because not providing enough information can leave your reader wondering how to respond.

question

People are most likely to process the information in a message quickly when writers

answer

use action verbs.

question

How does the use of figures of speech (such as idioms and metaphors) in business writing affect readers?

answer

It can confuse readers because they contain nonliteral meanings.

question

Which of the following steps typically belongs to the reviewing process?

answer

proofreading the document

question

Which of the following statements about navigational designs will help improve the ease of reading?

answer

Avoid formatting features that distract readers from the main message.

question

In the context of the reviewing process, the "A" in the FAIR test stands for _____.

answer

access

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To keep their writing natural and engaging, business writers should avoid

answer

out-of-place words.

question

Improving ease of reading with natural style requires that the writer

answer

use short and familiar words.

question

Writers of business messages should avoid sentences that begin with "it is" or "there are" because they

answer

contain more words than necessary.

question

The use of familiar words in business messages is most likely to

answer

help the readers to process the information easily.

question

Typically, paragraphs in routine business messages have

answer

40-80 words.

question

Which of the following is one of the advantages of using the FAIR test to review business documents?

answer

It helps ensure that there are no logical errors in the message.

question

While conducting the FAIR test, which of the following questions will help you analyze whether your message demonstrates respect for the inherent worth of your audience?

answer

Have you shown that you value others?

question

In the context of the reviewing process, the "F" in the FAIR test stands for _____.

answer

facts

question

While conducting the FAIR test, which of the following questions will help you analyze the impact of your business message?

answer

Have you thought about how the message will affect stakeholders?

question

To break out of the reputation of an inexperienced newcomer, you should

answer

ask your boss for ideas about improving your professional reputation.

question

The deductive approach is also known as the _____ approach.

answer

direct

question

Analyzing a business problem typically involves

answer

uncovering relevant facts.

question

Tulip has been asked to create an effective business message aimed at making the employees understand the benefits of working in a group. In the process of creating the business message, she studies the background of the employees and their needs and priorities. This action belongs to which step of the AIM planning process used for developing influential messages?

answer

audience analysis

question

_____ are statements that can be relied on with a fair amount of certainty and can be observed objectively.

answer

Facts

question

Which of the following is most likely to lower a person's credibility?

answer

exaggeration of facts

question

The inductive approach to writing a business argument

answer

provides the supporting reasons first before the primary message.

question

While examining the pros and cons of introducing a stress-busting yoga program for the employees of Hillock Inc., Juanita learns that the pros far outnumber the cons and decides to recommend implementation of the yoga program. Which of the following statements is most likely to increase the positivity of her proposition?

answer

The yoga program would increase the efficiency of the employees.

question

In order to make business messages more positive, writers should focus on actions they can accomplish and demonstrate a realistic optimism. However, they should be careful

answer

not to exaggerate facts.

question

While analyzing the advantages of orientation programs for new employees, Carter learns that these programs can make new employees more comfortable in their jobs and thus help them focus on their work. This in turn increases employee efficiency and reduces the likelihood that they will quit their jobs. Which of the following statements should Carter avoid making because it exaggerates the facts?

answer

Orientation programs eliminate the likelihood of new employees quitting their jobs.

question

To build well-reasoned business positions, one should

answer

avoid faulty cause/effect claims.

question

Which of the following techniques is most likely to make business messages more positive?

answer

displaying a confident attitude

question

Typically, in the context of developing effective business messages, the priorities of the targeted audience

answer

tend to shift more often than values.

question

What is the most likely impact of slanting facts?

answer

It reduces the credibility of a business message.

question

Which of the following suggestions should be followed to build a well-reasoned business position?

answer

Use strong analogies.

question

Terence works as a software developer and is very particular about maintaining the quality of his work. He has set a very high standard for himself as well as those working under him. Terence's high ideals are referred to as

answer

values.

question

Which of the following is most likely to be true about excellent business writers?

answer

They spend a significant amount of time reviewing their work.

question

Which of the following is most likely to be included in the drafting stage of writing an effective business message?

answer

making the message easy to read

question

Which of the following is typically included in the reviewing stage of writing an effective business message?

answer

removing distractions from the message

question

At the U.S. division of Bluebell Inc. the productivity of the employees is going down. Kinsey, the branch manager conducts thorough research and learns that most of the employees were involved in social loafing. If he wants to use the deductive approach, how should Kinsey structure his report to senior management?

answer

state the primary message; lay out supporting reasons; conclude with a call to action

question

Which of the following should ideally be one of the goals of a business communicator?

answer

to express the message in a way that respects others

question

Daniel has to prepare a report outlining the reasons why his company is going to shut down two factories in the United States. How will Daniel structure the report if he wants to use the inductive method?

answer

lay out the supporting reasons in careful order; state the primary message

question

Which of the following is typically included in the planning stage of writing an effective business message?

answer

generating the best ideas to address a business issue

question

In the course of creating an effective business message, excellent business thinkers are most likely to

answer

identify and articulate key questions and problems.

question

In all business messages, communicators should ideally aim to

answer

project concern for others.

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