Question 1

What can you do to encourage employees to read announcements?

Accepted Answer

A)   Reward employees for reading announcements.
B)   Ask employees to take turns writing the announcements.
C)   Include links to funny articles or videos in every announcement.
D)   Use a specific,catchy subject line that creates interest.
E)   Request a read receipt for each announcement.F) None of the above
G) D) and E)

Question 2

Which of the following is true of apologies?

Accepted Answer

A)   Offenses caused by personality clashes do not warrant apologies.
B)   It is always good to apologize regardless of whether you are right or wrong.
C)   Not all apologies are necessarily good apologies.
D)   Business professionals who are high in emotional intelligence never apologize.
E)   Apologies are necessary only when you harm someone on purpose.F) B) and E)
G) B) and C)

Question 3

Linton is developing a routine business message.He is working on his primary message.How long should it be?

Accepted Answer

A)   fewer than 5 words
B)   fewer than 10 words
C)   between 10 and 20 words
D)   at least 25 words
E)   at least 50 wordsF) D) and E)
G) A) and E)

Question 4

What are claims?

Accepted Answer

A)   codes of conducts for employees
B)   requests for other companies to compensate for or correct mistakes they have made
C)   detailed timelines by which work should be accomplished satisfactorily
D)   guidelines for how employees should communicate and cooperate with one another
E)   updates to policies and procedures,notices of events,and other correspondencesF) A) and B)
G) C) and D)

Question 5

Why is efficiency one of the primary goals when sending routine messages?

Accepted Answer

A)   Routine messages require in-depth analysis.
B)   Routine messages contain elaborately detailed content.
C)   The structure of routine messages is pyramid shaped.
D)   The volume of routine messages is high.
E)   Most professionals rarely write routine messages.F) A) and B)
G) A) and C)

Question 6

Using an other-oriented tone can help you retain goodwill with the recipient of your routine request.

Accepted Answer

A) True 
 B)False

Question 7

When choosing between bullets or numbered lists in responding to an inquiry,consider whether the order of the items is important.

Accepted Answer

A) True 
 B)False

Question 8

Tim writes a note to his boss to apologize for an embarrassing typo in a recent publication.At the end of the message,he promises that he will not let such a mistake get by him in the future.This promise is an example of

Accepted Answer

A)   acknowledging a mistake.
B)   accepting responsibility.
C)   offering commitment.
D)   redirecting the conversation.
E)   stating goodwill.F) A) and E)
G) A) and B)

Question 9

Lok meets with the team he oversees and gives each team member a spreadsheet that shows when various stages of the project are due.The assignments for each team member are shown in a different color.What aspect of setting expectations has Lok just done?

Accepted Answer

A)   describing responsibilities
B)   setting deadlines
C)   stating goodwill
D)   discussing coordination
E)   providing guidelinesF) D) and E)
G) A) and C)

Question 10

Read the following request,which Shana sent to her supervisor.Then choose the answer below that best evaluates the email. SUBJECT: Request for vacation time in October
Les,as we discussed yesterday,I would like to take the first week in October as vacation time.My niece is getting married,so I want to travel to San Francisco to help with last-minute planning.My current project ends September 20,so the trip should not interfere with any department deadlines.Would you be able to let me know by the end of this week so I can book my airline ticket while I can still get a discount rate?

Accepted Answer

A)   The email fails to provide a rationale for the request.
B)   The email does not have a specific enough subject line.
C)   The tone is too bossy,so it is inappropriate to send to a supervisor.
D)   The message does not show respect for Les's time.
E)   The email is specific,positive,and shows concern for the department.F) B) and E)
G) C) and E)

Question 11

Explain strategies you should use in order to respond to inquiries effectively.

Accepted Answer

One of the most important strategies for...

Question 12

Which of the following components is usually found in a set of directions but not in a set of expectations?

Accepted Answer

A)   an explanation of the work outcome
B)   a description of responsibilities
C)   a set of deadlines
D)   step-by-step instructions
E)   guidelines for working with othersF) A) and D)
G) A) and E)

Question 13

A message that makes a claim is most likely to close with

Accepted Answer

A)   the rationale for the claim.
B)   an emotional reason for the claim.
C)   an announcement.
D)   a call to action.
E)   a step-by-step direction.F) All of the above
G) C) and D)

Question 14

Expressions of sympathy should usually be brief.

Accepted Answer

A) True 
 B)False

Question 15

Three components are central in setting expectations for those you manage: describing responsibilities,providing deadlines,and discussing coordination.

Accepted Answer

A) True 
 B)False

Question 16

Appreciation messages should focus exclusively on the recipient.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following is true about developing routine messages?

Accepted Answer

A)   Routine messages have very few purposes.
B)   Routine messages do not need to be planned.
C)   Routine messages have little effect on credibility.
D)   Routine messages need to be reviewed.
E)   Routine messages are rare in business.F) A) and E)
G) D) and E)

Question 18

Which of the following will help guarantee that your information is accurate and reliable?

Accepted Answer

A)   using short sentences
B)   including links
C)   using special formatting,such as bullets
D)   applying the FAIR test
E)   front-loading your messageF) A) and E)
G) B) and E)

Question 19

How can you prevent employees and customers from ignoring announcements?

Accepted Answer

Announcements are one form of one-to-man...

Question 20

The tone for most routine messages should be helpful,professional,and reader centered.

Accepted Answer

A) True 
 B)False

Exam 9: Routine Business Messages

Which of the following is true about developing routine messages?

Correct Answer
verified

Which of the following components is usually found in a set of directions but not in a set of expectations?

Correct Answer
verified

How can you prevent employees and customers from ignoring announcements?

Correct Answer
verified
Announcements are one form of one-to-man...
View Answer

Which of the following is true of apologies?

Correct Answer
verified

Appreciation messages should focus exclusively on the recipient.

Correct Answer
verified

Explain strategies you should use in order to respond to inquiries effectively.

Correct Answer
verified
One of the most important strategies for...
View Answer

Three components are central in setting expectations for those you manage: describing responsibilities,providing deadlines,and discussing coordination.

Correct Answer
verified

Tim writes a note to his boss to apologize for an embarrassing typo in a recent publication.At the end of the message,he promises that he will not let such a mistake get by him in the future.This promise is an example of

Correct Answer
verified

What can you do to encourage employees to read announcements?

Correct Answer
verified

Why is efficiency one of the primary goals when sending routine messages?

Correct Answer
verified

Expressions of sympathy should usually be brief.

Correct Answer
verified

What are claims?

Correct Answer
verified

Which of the following will help guarantee that your information is accurate and reliable?

Correct Answer
verified

Using an other-oriented tone can help you retain goodwill with the recipient of your routine request.

Correct Answer
verified

Linton is developing a routine business message.He is working on his primary message.How long should it be?

Correct Answer
verified

Correct Answer
verified

When choosing between bullets or numbered lists in responding to an inquiry,consider whether the order of the items is important.

Correct Answer
verified

A message that makes a claim is most likely to close with

Correct Answer
verified

Lok meets with the team he oversees and gives each team member a spreadsheet that shows when various stages of the project are due.The assignments for each team member are shown in a different color.What aspect of setting expectations has Lok just done?

Correct Answer
verified

The tone for most routine messages should be helpful,professional,and reader centered.

Correct Answer
verified

Exam 9: Routine Business Messages

Which of the following is true about developing routine messages?

Correct AnswerverifiedShow Answer

Which of the following components is usually found in a set of directions but not in a set of expectations?

Correct AnswerverifiedShow Answer

How can you prevent employees and customers from ignoring announcements?

Correct AnswerverifiedAnnouncements are one form of one-to-man...View AnswerShow Answer

Which of the following is true of apologies?

Correct AnswerverifiedShow Answer

Appreciation messages should focus exclusively on the recipient.

Correct AnswerverifiedShow Answer

Explain strategies you should use in order to respond to inquiries effectively.

Correct AnswerverifiedOne of the most important strategies for...View AnswerShow Answer

Three components are central in setting expectations for those you manage: describing responsibilities,providing deadlines,and discussing coordination.

Correct AnswerverifiedShow Answer

Tim writes a note to his boss to apologize for an embarrassing typo in a recent publication.At the end of the message,he promises that he will not let such a mistake get by him in the future.This promise is an example of

Correct AnswerverifiedShow Answer

What can you do to encourage employees to read announcements?

Correct AnswerverifiedShow Answer

Why is efficiency one of the primary goals when sending routine messages?

Correct AnswerverifiedShow Answer

Expressions of sympathy should usually be brief.

Correct AnswerverifiedShow Answer

What are claims?

Correct AnswerverifiedShow Answer

Which of the following will help guarantee that your information is accurate and reliable?

Correct AnswerverifiedShow Answer

Using an other-oriented tone can help you retain goodwill with the recipient of your routine request.

Correct AnswerverifiedShow Answer

Linton is developing a routine business message.He is working on his primary message.How long should it be?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

When choosing between bullets or numbered lists in responding to an inquiry,consider whether the order of the items is important.

Correct AnswerverifiedShow Answer

A message that makes a claim is most likely to close with

Correct AnswerverifiedShow Answer

Lok meets with the team he oversees and gives each team member a spreadsheet that shows when various stages of the project are due.The assignments for each team member are shown in a different color.What aspect of setting expectations has Lok just done?

Correct AnswerverifiedShow Answer

The tone for most routine messages should be helpful,professional,and reader centered.

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Announcements are one form of one-to-man...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
One of the most important strategies for...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
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