BCM Chp. 6 – Flashcards
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Because message expectations and social conventions differ among cultures, effective communications adapt their strategies when communicating with various audiences
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True
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The deductive or inductive method of organizing business messages depends on the probable reaction of the receiver to the message
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True
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Good or neutral news messages follow a deductive sequence in which the message begins woth the main idea
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True
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Am advantage of the deductive organization of good or neutral news messages is that it helps receivers save time because they can understand the important idea and then move rapidly through the details
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True
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Appreciation letters that are not sent in a timely manner may arouse questions about the senders motive
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True
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A routine claim and a persuasive claim differ because with a persuasive claim, a request will likely be granted only after explanations and arguements have been presented
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True
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An attempt at resale or sales promotion is inappropriate in a favorable response to a claim message
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False
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When asked to provide credit information about an account holder, good advice is to state your opinion of the applicant as favorably as possible
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False
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Asking a colleague or employee to walk through the steps outlined in a procedural document is recommended prior to finalizing the document
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True
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A prediction of the receivers reaction to the main idea
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Business messages should be organized based on
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Begin with the main idea, provide details and explanations, and end on a future oriented closing thought
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Which listing presents the steps for the deductive sequence approach for a good news message?
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Send a copy of the appreciation message to the individuals supervisor
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Which of the following is recommended advice when writing an appreciation message?
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Send an email immediately to all staff
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Your staff has worked hard to successfully complete a project for a large advertising client. Which of the following is the best way for you to express thanks to the staff?
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The message should begin with a request for action
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In writing a routine claim, how would the message be structured?
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We can definitely assist you in having your regional conference at the Ritz-Carlton
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Which of the following sentences is a good example of a beginning sentence in a favorable reply to a routine request?
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The customer placing additional orders
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A well written message acknowledging a customers order usually will result in
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Deductive because he needs to give her the good news at the beginning of his message
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Manuel, a credit supervisor has decided to write a letter informing a new client that her credit application has been approved. What writing sequence should he use?
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Is not pilot tested by colleague and other employees
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A procedural message may be ineffective if it
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Prepare a flowchart
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When writing complex procedures that should be completed in a particular order which method is best?
