When a message is likely to elicit a positive or neutral response from a reader, the direct Show
TRUE When determining a message's basic plan, a good beginning is to assess the reader's Messages that contain good news should be written in the indirect order. FALSE When determining a message's basic plan, a good beginning is to assess the reader's Ending a message with phrases such as "as soon as possible" or "at your convenience" helps in building goodwill. FALSE Phrases such as "as soon as possible" or "at your convenience" may have different meanings A routine inquiry should not open with a question or request. FALSE The opening of a routine inquiry should focus on the main objective. Routine inquiries usually The opening of a routine inquiry should focus on the main objective. TRUE The opening of a routine inquiry should focus on the main objective. If a routine inquiry begins For the sake of conciseness and clarity, the questions in a routine inquiry should be combined into a single sentence. FALSE If you have to ask several questions, you should develop an organized, logical list in the body When ending routine inquiry messages, one should avoid mentioning deadlines and the reasons for them. FALSE A routine inquiry should close with a statement that expresses goodwill. The closing
does the In writing a favorable response to an inquiry, it is considered inappropriate to begin the message by stating that you are complying with the reader's request. FALSE When you answer inquiries favorably, your primary goal is to tell your readers what they want In responding to an inquiry with two or more questions, you should answer the questions in the order your reader used in asking them. TRUE If you are answering two or more questions, the body of your
message becomes a series of If your response to an inquiry includes some bad news along with the good news, you should place the bad news at the beginning and ending of the message as a whole. FALSE When your response will include some bad news along with the good news, you should place When writing a general favorable response, you should avoid adding comments, questions, suggestions, or additional information even if such material is relevant to the reader's original request. FALSE To create goodwill, as well as future business, you should consider including extras with your An order acknowledgment message begins with good news and ends on a goodwill note. TRUE An order acknowledgment message begins with good news
and ends on a goodwill note. It In the context of writing order acknowledgements, when delays are routine and expected and do not pose a serious problem, you should use the indirect approach. FALSE When delays are routine and expected and do not pose a serious problem, you should use the Depending on the situation, claim messages can either be written using the direct order or the indirect order. TRUE Because claim messages
are not about routine circumstances and because they involve A message granting an adjustment should be written in the indirect order. FALSE When you can grant an adjustment, the situation is a happy one for your customer. You are Even though an adjustment grant is good news to a customer, some negative thoughts may remain. TRUE When you can grant an adjustment, the situation is a happy one for your customer. Granting One of the special considerations when writing an adjustment grant message pertains to overcoming the reader's negative impressions of the company. TRUE Some negative thoughts may remain after an adjustment is granted because the situation In a message granting an adjustment, you should make repeated references to the problem being corrected. FALSE In a message granting an adjustment, avoid words that unnecessarily recall the bad situation Internal-operational messages are those emails and hard-copy messages written by the employees of a company to suppliers and service organizations outside the company. FALSE Internal operational communications are those messages that stay within a business. They are Internal-operational communications are highly casual exchanges between employees of the same company. FALSE The formality of internal-operational messages ranges widely. At one extreme are the casual The direct order of writing a message _____. A. prepares the reader to receive an emotionally-charged message C In which of the following situations should one use the direct order in writing a message? A. In writing a message that is likely to evoke a neutral response from the reader A When is it best to use the indirect approach in creating a message? A. When the message is likely to evoke a negative response from the reader A The _____ is the best approach to use when a message is likely to evoke a positive response A. practical
approach B When composing good-news and neutral messages, one may _____. A. use the indirect approach C Which of the following guidelines should be followed when writing an effective message carrying A. The message should be written using the indirect order of organizing information. C Which of the following guidelines should be followed when writing a message carrying good- A. The message should be written using the indirect approach of organizing information. D Which of the following guidelines will help create an effective good-news message? A. All the details of the message should be covered in the first paragraph. D What is the advantage of closing a message with a tailored ending? A. It allows you to emphasize on the I-viewpoint. C You are most likely to build goodwill with your readers by using _____. A. clichés that sound polite C Harry wants a response from a certain client on the same day he sends a message. Which of the A. Thank you! I will be expecting a response from you today. E Which of the following is the most appropriate beginning for a typical routine inquiry message? A. An explanation of a problem or situation E If you are seeking only one piece of information in a routine inquiry message, you should _____. A. begin the message with a specific
question A Which of the following is true about a routine inquiry that seeks only one piece of information? A. The message can be concluded immediately after asking for the information. A What is the advantage of providing background
information or orienting statements in a routine A. They help make the direct opening question in the message sound demanding or blunt. B A good place for general explanatory material in a routine inquiry with multiple questions is A. just after or along with the salutation in the message E Combining two or more questions in a sentence _____. A. makes each question stand out C Which of the following is the most effective method of making questions stand out in a routine A.
Combining two or more questions in a sentence B Which of the following is a good practice in framing questions for routine inquiry messages? A. Combining two or more questions to form a
compound question D Sheeba has to write a message seeking information about a possible venue for her company's A. We would like to know about your banquet facilities. C Which of the following sentences will be most effective in attracting attention for a routine inquiry A. It would be nice if you would tell me more about the Mir-Cal product advertised in last B Which of these concluding sentences is most likely to build goodwill in a routine
inquiry A. Thank you in advance for your help. We expect a reply as soon as possible. C Which of the following sentences is most likely to build goodwill in a routine inquiry message? A. Your preparation of estimates by June 13 will enable us to choose a contractor by the end of A Which of the following concluding sentences is most likely to build goodwill in a routine inquiry A. Your prompt reply to our proposal by the 31 st of December will allow us to start our work on A Karen is responding to a request to use her company's logo in the promotional materials for an upcoming fundraiser that Karen's company is sponsoring. Which of the following openings should A. I have received your message dated August 4, in which you ask... E Which of the following should you do when responding favorably to questions in a routine inquiry A. Answer each question in a separate message to ensure clarity. D Which of the following guidelines should be followed when responding favorably to questions in a A. Order your answers logically or arrange them in paragraphs. A Which of the following guidelines should be followed when answering two or more questions in a A. Make sure all questions can be answered with a simple "yes" or "no". E In giving proper emphasis to the bad news in a favorable response, you should _____. A. place the bad news in secondary positions A Which of the following is true of acknowledgments? A. One must not use the you-viewpoint when writing acknowledgments. E Which of the following guidelines should be followed when writing an order acknowledgement
A. Begin with the news of the goods being shipped. A Which of the following guidelines should be followed when writing order acknowledgment A. Begin the message with bad news if there is any. C Which of the following illustrates the most positive way of explaining a shipping delay? A. Your order of 65 EZ
staplers will not be shipped until June 12 due to a production delay. E In the context of order acknowledgments, which of the following illustrates the most positive way A. You failed to mention the number of chairs that you need. E Most claim messages are written using the indirect approach because they _____. A. are about routine circumstances B Which of the following sentences is appropriate to be used in a claim message? A. It was highly disappointing that we received a broken product. D Which of the following claim messages presents its content in the most appropriate manner? A. It was highly disappointing that our order was not fulfilled as per your SLA. D Which of the following is an ideal opening for a direct claim? A. Unfortunately, you shipped only three laptops instead of the five we ordered. B Which of the following should be included in the body of a direct claim? A. A statement that indirectly places the blame on the reader D Which of the following guidelines should be followed when granting an adjustment? A. You should use negative words if the reader has blamed you or your company for the problem. D
Which of the following guidelines should be followed when granting an adjustment? A. You should avoid using reader-centered language. D Which of the following should be followed when granting an adjustment? A. You should avoid admitting that it was your company's fault. B Which of the following is true about internal-operational messages? A. These are formal messages sent from employees of an organization to outsiders. E Kayla needs to write an internal-operational message explaining a policy change for the A. in a casual internal-operational message C How does the assessment of a reader's likely reaction influence the construction of a business Writing any messages other than those for
the most mechanical, routine circumstances Explain the general plan for direct-order messages. The general plan for the direct approach in positive and neutral situations is as follows: Begin with your objective. If you are seeking information, start by asking for it. If you are giving information, start giving it. Whatever your key point is, lead with it. Whatever else must be covered to complete your objective makes up the bulk of the remainder of the message. End the message with some appropriate friendly comment as you would end a face-to-face communication with the reader. Explain the process of closing routine messages with goodwill. While closing routine messages, you should end the message with some appropriate friendly How should you structure questions in a routine inquiry message? If there are several questions to be asked in a routine inquiry message, an organized, logical Outline the plan recommended for a routine inquiry message. The plan recommended for a routine inquiry message is as follows: focus directly on the How should bad news be handled when writing routine responses? When your message includes bad news, you should place the bad news in secondary How would you handle delayed orders and vague orders when writing order acknowledgment In the case of a delayed order, the message should use positive language that emphasizes How should a direct claim message be organized? The direct claim message should open with a polite but direct statement of what you need. If What are the special needs to be considered when granting an adjustment? When you can grant an adjustment, the situation is a happy one for your customer. But because the situation stems from an unhappy experience, you have two special needs. One is the need to overcome any negative impressions caused by the experience; and the other is the need to regain any confidence in your company, its products, or its service that the reader may have lost from the experience. Give a brief account of internal operational messages. Internal-operational
communications are those messages that stay within a business. They What are the two ways to begin a routine inquiry?A routine inquiry should not open with a question or request. orient the reader, followed by the request or question. The opening of a routine inquiry should focus on the main objective. you'll ask in the body of the message.
Which of the following is the most appropriate beginning for a typical routine inquiry message quizlet?Which of the following is the most appropriate beginning for a typical routine inquiry message? The opening of the routine inquiry should focus on the main objective.
Which of the following guidelines should be followed when writing an order acknowledgment message quizlet?Which of the following guidelines should be followed when writing order acknowledgement messages? End the message on a goodwill note and appropriate extra information.
When ending routine inquiry messages one should avoid mentioning deadlines and the reasons for them?When ending routine inquiry messages, one should avoid mentioning deadlines and the reasons for them. In writing a favorable response to an inquiry, it is considered inappropriate to begin the message by stating that you are complying with the reader's request.
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