Question 1

Many employees gloss over announcements because announcements

Accepted Answer

A)   are typically written in an other-oriented tone.
B)   typically consist of requests for claims.
C)   are broadcast to a large number of employees.
D)   are rarely interesting to read.
E)   are complicated to understand.F) A) and E)
G) A) and D)

Question 2

Business professionals who fail to do audience analysis for routine messages lose credibility.

Accepted Answer

A) True 
 B)False

Question 3

To prevent employees and customers from ignoring announcements,the subject line must be specific and must create interest.

Accepted Answer

A) True 
 B)False

Question 4

Describe the process of developing a message that makes a claim.

Accepted Answer

Claims are requests for other companies ...

Question 5

Appreciation messages should not appear self-serving in any way.

Accepted Answer

A) True 
 B)False

Question 6

What is the foremost requirement of an expression of sympathy?

Accepted Answer

A)   It must be brief.
B)   It must be sincere.
C)   It must be accompanied by a gift.
D)   It must express grief.
E)   It must be delivered in person.F) B) and C)
G) B) and D)

Question 7

Which of the following is characteristic of a strong routine message?

Accepted Answer

A)   few details
B)   short paragraphs
C)   general statements
D)   little special formatting
E)   argumentative languageF) A) and C)
G) None of the above

Question 8

Which of the following accurately describes the act of setting expectations for others?

Accepted Answer

A)   Only senior managers ever have to set expectations for their subordinates.
B)   First-time managers are the people who are most comfortable telling others what to do.
C)   Setting expectations is directly tied to your ability to foster interpersonal trust in the workplace.
D)   The way in which you set expectations for others has little impact on your credibility.
E)   Stating goodwill in a message for setting expectations conveys weakness.F) A) and C)
G) A) and B)

Question 9

Which of the following is most likely to take place during the drafting stage?

Accepted Answer

A)   creating a professional and helpful tone
B)   ensuring that the message contains all needed information
C)   identifying the primary message and key points
D)   checking for typos
E)   conducting audience analysisF) A) and C)
G) D) and E)

Question 10

When a business professional has to send a message to answer another person's questions,the professional is

Accepted Answer

A)   making announcements.
B)   making claims.
C)   responding to inquiries.
D)   providing directions.
E)   setting expectations.F) B) and C)
G) A) and E)

Question 11

Explain why it is appropriate to extend sympathy messages to close professional contacts and how best to formulate those messages.

Accepted Answer

When a close professional contact experi...

Question 12

Read the following email,which Leah sent to her supervisor.Then choose the answer below that best explains what is wrong with the email. SUBJECT: Praise for our intern's work
Janice,I just wanted to let you know that Bryan is doing exceptional work as an intern.I'm really happy with his effort.

Accepted Answer

A)   The email is too general to tell Janice anything about Bryan's performance.
B)   The tone is too casual for this type of email.
C)   It is not Leah's place to send a note praising a colleague to her supervisor.
D)   Leah should have waited until Janice asked her opinion.
E)   The subject line should be more specific to capture Janice's attention.F) All of the above
G) A) and B)

Question 13

The foremost requirement of any expression of sympathy is that it be sincere.

Accepted Answer

A) True 
 B)False

Question 14

What is the main challenge that authors of routine messages have to overcome?

Accepted Answer

A)   Finding enough facts to write a routine message is difficult.
B)   Readers receive so many routine messages that it is hard to catch their attention.
C)   Routine messages require substantial evidence to document their claims.
D)   Knowing what the audience wants from a routine message can be very difficult.
E)   Most routine messages have complex content that is difficult to simplify.F) C) and D)
G) A) and B)

Question 15

How can you construct a good set of directions that is easy to understand?

Accepted Answer

Messages that provide directions share m...

Question 16

Very general messages keep readers from being bogged down in detail and add to the sender's credibility.

Accepted Answer

A) True 
 B)False

Question 17

What is the advantage of front-loading a routine message?

Accepted Answer

A)   It ensures that the tone of your message is other-oriented.
B)   It enables you to elaborate on non-important matters at the end.
C)   It is an efficient way to make an email less bulky.
D)   It ensures that the recipients perceive your message as unbiased.
E)   It makes it easier to grab the reader's attention.F) B) and C)
G) C) and D)

Question 18

When conducting a FAIR test on a routine message,the most important aspect to consider is respect.

Accepted Answer

A) True 
 B)False

Question 19

Read the following email,which Jim sent to his team.Then choose the answer below that best explains what is wrong with the email. SUBJECT: Proposal draft due Friday
Just a reminder that the proposal draft is due Friday for all team's.Please finalize your work ahead of the deadline before Friday.

Accepted Answer

A)   Jim should mention each team member by name.
B)   The message is too short.
C)   It is not proper memo style to skip the greeting.
D)   Jim has not reread the message.
E)   Jim has not been clear about when the proposal is due.F) B) and E)
G) None of the above

Question 20

A successful professional should use an apology only as a last resort.

Accepted Answer

A) True 
 B)False

Exam 9: Routine Business Messages

When conducting a FAIR test on a routine message,the most important aspect to consider is respect.

Correct AnswerverifiedShow Answer

Very general messages keep readers from being bogged down in detail and add to the sender's credibility.

Correct AnswerverifiedShow Answer

Which of the following is characteristic of a strong routine message?

Correct AnswerverifiedShow Answer

What is the foremost requirement of an expression of sympathy?

Correct AnswerverifiedShow Answer

What is the advantage of front-loading a routine message?

Correct AnswerverifiedShow Answer

How can you construct a good set of directions that is easy to understand?

Correct AnswerverifiedMessages that provide directions share m...View AnswerShow Answer

Appreciation messages should not appear self-serving in any way.

Correct AnswerverifiedShow Answer

A successful professional should use an apology only as a last resort.

Correct AnswerverifiedShow Answer

The foremost requirement of any expression of sympathy is that it be sincere.

Correct AnswerverifiedShow Answer

Read the following email,which Leah sent to her supervisor.Then choose the answer below that best explains what is wrong with the email. SUBJECT: Praise for our intern's work Janice,I just wanted to let you know that Bryan is doing exceptional work as an intern.I'm really happy with his effort.

Correct AnswerverifiedShow Answer

Describe the process of developing a message that makes a claim.

Correct AnswerverifiedClaims are requests for other companies ...View AnswerShow Answer

Which of the following accurately describes the act of setting expectations for others?

Correct AnswerverifiedShow Answer

Explain why it is appropriate to extend sympathy messages to close professional contacts and how best to formulate those messages.

Correct AnswerverifiedWhen a close professional contact experi...View AnswerShow Answer

Read the following email,which Jim sent to his team.Then choose the answer below that best explains what is wrong with the email. SUBJECT: Proposal draft due Friday Just a reminder that the proposal draft is due Friday for all team's.Please finalize your work ahead of the deadline before Friday.

Correct AnswerverifiedShow Answer

To prevent employees and customers from ignoring announcements,the subject line must be specific and must create interest.

Correct AnswerverifiedShow Answer

Business professionals who fail to do audience analysis for routine messages lose credibility.

Correct AnswerverifiedShow Answer

Many employees gloss over announcements because announcements

Correct AnswerverifiedShow Answer

When a business professional has to send a message to answer another person's questions,the professional is

Correct AnswerverifiedShow Answer

What is the main challenge that authors of routine messages have to overcome?

Correct AnswerverifiedShow Answer

Which of the following is most likely to take place during the drafting stage?

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Messages that provide directions share m...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Claims are requests for other companies ...
View Answer

Correct Answer
verified

Correct Answer
verified
When a close professional contact experi...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified