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Study Resources (Business Management)

  1. To soften bad news, many business writers choose to use the ____________________ organizational pattern. 2. When the bad news is insignificant and does not personally affect the receiver, then you should use the ____________________ strategy to organize your negative news. 3. In the opening of a bad-news message, the ____________________ is.
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1. Every business person will need to write a negative business message that may disappoint, irritate, or anger the receiver; these messages must be written a. thoughtfully. b. by top-level management only. c. by any department with legal department final approval. d. deceitfully. 2. You can reduce the receiver’s bad feelings by ensuring your receiver.
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  41. Purposes of e-mail marketing include attracting new customers, keeping existing customers, encouraging future sales, cross-selling, and a. seeking new employees. b. lobbying local legislators. c. cutting costs. d. importing products from international businesses. 42. Which of the following increases the effectiveness of an online sales or marketing message? a. Send online sales messages only to.
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  21. To correctly format a hard-copy interoffice memorandum, which of the following is not a guideline you should follow? a. Set 1-inch top and bottom margins and left and right margins of 1.25 inches. b. Insert in bold the guide words: Date:, To:, From:, and Subject: at the left margin. c. Provide a.
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  11. Corbin must inform employees that overtime pay will be reduced from the current 2.0 factor to a 1.5 factor. Because he anticipates a hostile reaction, which of the following sequences should Corbin use for the parts of his message? a. Bad news, explanation, reasons, and goodwill closing b. Bad news, reasons,.
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  31. Why do some employers forbid employees to use instant messaging (IM)? a. Instant messaging is more expensive to use than faxes or phone calls. b. Employers consider IM yet another distraction in addition to the interruptions caused by telephones and e-mails. c. Delivery of instant messages takes longer than e-mail message delivery. d..
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  1. Your employer may ask you to respond to customer complaints appearing on Twitter, Facebook, or consumer-comment Web sites. 2. Business writers must learn which bad-news messages should be presented with the direct strategy and which should be presented with the indirect strategy. 3. When you must communicate bad news, you must.
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  21. Effective persuasive claim letters a. vent the writer’s anger and frustration. b. present a logical case with clear facts. c. help the reader by showing who is to blame for the problem. d. display strong emotion. 22. Graciella is making a persuasive complaint at work. Which of these sentences will be most effective in.
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  1. ____________________-____________________ messages tend to carry more weight, are more formal, and are taken more seriously in certain situations. 2. In the ____________________ of an e-mail message, you should cover just one topic. 3. Sending unsolicited advertisements, also called ____________________, either by fax or e-mail is illegal in the United States. 4. A(n).
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  21. Which of these messages most effectively conveys empathy in a bad-news message? a. You have every right to be disappointed. I am truly sorry that our product failed to perform as expected. b. I am deeply saddened that your service failure disrupted our sale, and we will do everything in our.
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  11. The body of a routine request letter presents a. details explaining your request. b. action responses from the receiver. c. deadlines and approvals from government agencies. d. cost-to-benefit ratio analyses. 12. End dates and specific actions in a routine request letter should be placed in the a. introduction. b. body. c. closing. d. enclosure notation. 13. Which of the.
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  31. Joaquin will use the three-step writing plan for his direct claim letter. In the body of the letter, Joaquin will a. assume the company understands his request without explanation. b. use emotional language to show how upset he is about the situation. c. assume the company purposely tries to cheat its customers. d..
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  31. When creating a blog, you are striving to attract repeat traffic by individual blog readers and to avoid hits by search engines. 32. Lines between social and professional networking have been clear; and as a business communicator, you must strive to keep those boundaries distinct. 33. Business applications for social networks.
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  11. Because the recipient’s e-mail address is located in the e-mail heading, including a greeting in the message body is not necessary. 12. The Accounting Department wants to document the information it presented at the weekly divisional meeting. The best internal channel to create a permanent, formal record of this information.
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1. Sammie is planning a persuasive message. What should she do in her opening? a. Explain the purpose of the request completely. b. Ask a stimulating question. c. Show the value of her proposal. d. Focus on the sender’s direct and indirect benefits. 2. When using the indirect strategy in a persuasive message, you should.
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1. Which of the following statements best describes the use of letters, e-mails, and memos in business today? a. Businesses use memos to deliver positive messages internally and externally, but they use a formal business letter to deliver negative messages. b. E-mail delivers most internal communication, hard-copy memos deliver most external communication,.
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  11. Which is the most accurate statement about business report organizational patterns? a. The primary difference between direct and indirect organizational patterns is the location of the findings. b. Many business executives place most importance on the analysis of the problem in a report. c. When using the indirect organizational pattern, place the.
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  1. ____________________ is necessary when resistance is anticipated or when ideas require preparation before they can be presented effectively. 2. Persuasive requests are generally more effective when they are written using the ____________________ organizational pattern. 3. In the body of a persuasive request, you should build interest, explain the purpose of the.
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  1. Business reports are always presented in writing or orally, but they are not presented digitally. 2. The most common type of report in the workplace is the formal report. 3. You will write reports for only one reason: to convey information. 4. Based on their function, business reports typically fall into one.
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  21. You should open the valve slowly to gradually vent excess pressure is an example of an effectively worded imperative mood step in a set of instructions. 22. Ensuring parallelism in your instruction steps will help your readers comprehend your message more quickly and will make you look professional and efficient. 23..
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  41. An informal writing style includes a. contractions (for example, wouldn’t, don’t, they’re). b. second-person pronouns (for example, you and your). c. mainly passive-voice verbs. d. longer sentences. 42. Which of the following constructions uses the best writing style for an informal report? a. James, Deloitte, and Wilts, Inc., after extensive review of references and credentials.
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  11. Using the following statement in an explanation of the reasons for the bad news could help the receiver to accept the message: Although we would like to consider installing the heating system you have offered, we are seeking a more energy-efficient, environmentally friendly unit. 12. Placing the reasons before the.
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  21. When preparing your script for a podcast, include some redundancy: tell the listeners what you will tell them, then tell them, and, finally, tell them what you have told them. 22. Although teenagers use instant messaging (IM) frequently, corporations do not use this communication tool. 24. Podcasting has experienced large growth.
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  21. What type of research source provides the richest and most accurate first-hand information? a. Surveys b. Interviews c. Company records d. Observations 22. Typical sources for factual information in an informal report include a. company records, observation, and electronic resources. b. observation, personal opinion, and print sources. c. printed materials, the writer’s educated guesses, and electronic resources. d..
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  31. Summary reports are typical in academic settings but rarely used in business settings. 32. The primary purpose of an executive summary is to concentrate on what management needs to know from a longer report. 33. A formal writing style includes first-person pronouns, contractions, active-voice verbs, shorter sentences, and familiar words. 34. The.
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  21. Which of the following sentences most effectively presents promotional materials in a letter responding to a customer inquiry? a. We offer an outstanding variety of thank-you gifts for our most valuable customers. b. You will find that our top-selling host gift baskets not only welcome your guests but also save you.
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  21. In denial letters you must establish the proper tone and use you statements such as You would have known cash refunds are not available if you had read the receipt. 22. The reasons-before-refusal strategy works well when turning down requests for favors, money, information, or action. 23. Companies will approve all.
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  1. E-mail has replaced letters for many messages inside organizations and for some messages to external audiences. 2. PDF documents guarantee that the reader receives a message that looks exactly as the writer intended. 3. Use e-mail for internal messages requiring a permanent record or formality; use hard-copy memos for external messages.
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  11. Which of the following messages would most likely require the indirect strategy to persuade? a. Informing employees of an upcoming all-staff meeting b. Making a typical claim c. Asking an employer for agreed-upon benefits such as vacation time d. Requesting favors and action from coworkers 12. Select the situation that is least likely to.
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  41. Blogs have several internal communication purposes including a. posting employee changes such as layoffs, promotions, and firings. b. announcing employee illnesses, adoptions, and vacations. c. providing information about benefits or featuring profiles on key employees. d. posting administrative salaries, raises, and incentive packages. 42. You are crafting a message for your corporate blog. What.
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  31. Your primary goal in writing a sales or marketing message is to a. demonstrate creativity and marketing skills. b. create a strong personal and professional image for yourself. c. get your audience to devote a few moments of attention to your message. d. become a perceptive consumer of ideas, products, and services. 32. You.
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  31. Although a reasons-first approach and tactful tone preserve friendly relations with customers, these techniques are not useful for bad-news messages inside an organization (messages delivered by a business to its employees). 32. Before delivering bad news within your organization, your first step is to decide whether the negative information is.
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  31. Avoid emphasizing negative words such as error, trouble, and inconvenience in the body of an adjustment letter. 32. Experts agree that it is essential to apologize to the customer in either the opening or closing of an adjustment letter. 33. In the closing paragraph of an adjustment letter, it is inappropriate.
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  1. Business ____________________ are systematic attempts to convey information, answer questions, and solve problems. 2. In a report using the ____________________ organizational pattern, the problem, discussion, and findings are presented before the conclusions and recommendations. 3. Use ____________________ format for short (usually eight or fewer pages) informal reports addressed outside an organization. 4..
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  31. As a human resources (HR) assistant, you must write a monthly report to the HR director summarizing the number of job applicants, the number of interviews conducted, and the number of active employees. What kind of report would you prepare? a. Information report b. Justification/recommendation report c. Progress report d. Feasibility report 32. Your.
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  11. If you are preparing a report in manuscript format for an outside organization, print the report on your company letterhead. 12. The memo or e-mail format is appropriate for short informal reports that stay within organizations. 13. All reports are printed on either paper or preprinted forms. 14. You can attach reports.
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  11. Bennett is sending an e-mail message about a change in procedure for submitting work hours. Which of the following represents the most direct opening? a. Recently, the management staff discussed our process for submitting work hours. b. A new procedure for submitting work hours will go into effect on April 1. c..
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  41. The closing of an adjustment letter should a. guarantee that the problem will not recur if the customer continues doing business with you. b. express confidence in future business relations. c. assign blame to the responsible department and assure the reader that the department has been improved. d. remind readers of their responsibility.
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1. Which of the following statements about reports is accurate? a. Business professionals rarely write reports. b. Writers develop reports for internal audiences only. c. Informal reports of eight or fewer pages are the most common report in the workplace. d. Business writers deliver reports only through hard copies. 2. Reports convey information, answer questions,.
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  1. Business ____________________ are necessary when a permanent record is required; confidentiality is paramount; formality and sensitivity are essential; or a persuasive, well-considered presentation is important. 2. Most business letters will involve routine messages that carry good or neutral news. When a letter carries good news, organize the letter in the.
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  1. Only managers and high-level executives within organizations should learn to write persuasive messages. 2. You will need to use persuasion if you anticipate resistance or if you must prepare before you can present your ideas effectively. 3. Persuasive requests are generally more effective when they are direct. 4. The opening of a.
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1. Which of the following statements about communication in the workplace is most accurate? a. Today’s workplaces are nearly all paperless; employees conduct business with digital media and communicate only with electronic messages. b. Most employees exchange documents and complete projects on the Web, but only management creates content, reviews products, or.
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  11. Directives moving downward from superiors to subordinates usually follow the indirect pattern. 12. Because managers are less resistant to change than others are, your persuasive memo is likely to receive a positive response if you ask immediately for the desired change. 13. A successful persuasive message will typically take more space.
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  21. Informal business reports generally fall into one of six categories. However, in many instances the category boundaries overlap and distinctions are not always clear-cut. 22. Informational reports may be personalized or standardized. 23. You should organize all informational reports topically. 24. Progress reports are written for only internal readers. 25. Feasibility reports analyze.
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  1. Most of the workplace messages you write will likely deal with routine matters that require straightforward answers using the indirect method. 2. E-mail is the most effective channel to deliver a persuasive message when a sender cannot deliver the message face to face. 3. Although companies send routine letters to suppliers,.
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  11. To encourage a positive response to your request for action, consider connecting your appreciation in the closing to a statement developing sender benefits. 12. Trina’s letter will respond to a customer inquiry. Her letter should not only answer the questions but also promote her business and its products and services. 13..
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