Question 1

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 E)
G) A) and D)

Question 2

Which of the following is a central component in setting expectations for those you manage?

Accepted Answer

A)   making claims
B)   making requests
C)   stating goodwill
D)   providing deadlines
E)   analyzing audiencesF) A) and D)
G) All of the above

Question 3

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

Accepted Answer

A) True 
 B)False

Question 4

Which of the following is a common component of all routine messages, including messages that express sympathy?

Accepted Answer

A)   a statement of goodwill
B)   deadlines
C)   a rationale for a claim
D)   a thank you statement
E)   an attention getterF) A) and E)
G) B) and C)

Question 5

To make sure a claim is responded to in the way you want, be sure to use emotional and accusatory language.

Accepted Answer

A) True 
 B)False

Question 6

Updates to policies and procedures, notices of events, and other correspondences that apply to a group of employees and/or customers are called

Accepted Answer

A)   announcements.
B)   claims.
C)   directions.
D)   requests.
E)   inquiries.F) C) and D)
G) None of the above

Question 7

Which of the following is a good guideline for messages that express sympathy?

Accepted Answer

A)   Avoid sending sympathy messages to people with whom you have only professional relations.
B)   In the case of death, avoid mentioning the name of the deceased person in the message.
C)   Pay the most attention to using exactly the appropriate words.
D)   Handwrite your expression of sympathy whenever possible.
E)   Compose long and elaborate messages to express sympathy.F) All of the above
G) A) and C)

Question 8

Explain the different components of a message that makes a request.

Accepted Answer

Like all routine messages, routine reque...

Question 9

Typically, an announcement is broadcast to very few receivers.

Accepted Answer

A) True 
 B)False

Question 10

Which of the following should you focus on during the drafting stage for routine messages?

Accepted Answer

A)   audience analysis
B)   idea development
C)   message structuring
D)   front-loading the message
E)   gathering accurate informationF) D) and E)
G) None of the above

Question 11

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) D) and E)
G) C) and D)

Question 12

The step of idea development for routine messages primarily involves

Accepted Answer

A)   coming up with persuasive arguments to support your claim.
B)   asking yourself how to grab the reader's attention.
C)   identifying and gathering relevant, accurate, and up-to-date information.
D)   checking for typos and any signals that you have ignored the needs of others.
E)   requesting feedback about the message from trusted colleagues.F) B) and D)
G) None of the above

Question 13

Expressions of sympathy should be long and eloquent.

Accepted Answer

A) True 
 B)False

Question 14

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 E)
G) C) and E)

Question 15

Explain the importance of setting expectations.

Accepted Answer

Working with others involves setting exp...

Question 16

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) B) and D)
G) C) and E)

Question 17

Failure to set expectations will most likely lead to

Accepted Answer

A)   employee goodwill.
B)   team building.
C)   increased self-determination.
D)   professional disappointments.
E)   honored claims.F) C) and E)
G) A) and B)

Question 18

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) A) and C)
G) A) and E)

Question 19

Appreciation messages should focus exclusively on the recipient.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following is a good way to write directions?

Accepted Answer

A)   Compose the message entirely in passive voice.
B)   Do not complicate the message with additional tips.
C)   Put the different steps in a numbered or bulleted list.
D)   Write the steps using the I-voice.
E)   Summarize all the directions in the subject line of the message.F) C) and D)
G) A) and E)

Exam 9: Routine Business Messages

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

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Which of the following is a good guideline for messages that express sympathy?

Correct AnswerverifiedShow Answer

Appreciation messages should focus exclusively on the recipient.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Explain the importance of setting expectations.

Correct AnswerverifiedWorking with others involves setting exp...View AnswerShow Answer

Which of the following should you focus on during the drafting stage for routine messages?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following is a common component of all routine messages, including messages that express sympathy?

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

Failure to set expectations will most likely lead to

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Typically, an announcement is broadcast to very few receivers.

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

Which of the following is a good way to write directions?

Correct AnswerverifiedShow Answer

To make sure a claim is responded to in the way you want, be sure to use emotional and accusatory language.

Correct AnswerverifiedShow Answer

Updates to policies and procedures, notices of events, and other correspondences that apply to a group of employees and/or customers are called

Correct AnswerverifiedShow Answer

The step of idea development for routine messages primarily involves

Correct AnswerverifiedShow Answer

Expressions of sympathy should be long and eloquent.

Correct AnswerverifiedShow Answer

Which of the following is a central component in setting expectations for those you manage?

Correct AnswerverifiedShow Answer

Explain the different components of a message that makes a request.

Correct AnswerverifiedLike all routine messages, routine reque...View AnswerShow Answer

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Working with others involves setting exp...
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Like all routine messages, routine reque...
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