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Business Communication at Work, 2nd Edition Glencoe Online
 
Student Resources
Chapter 5: Planning and Organizing Messages
      
  1.If you are writing a letter of recommendation, you should use the ____.  
  a.   direct approach  
  b.   indirect approach  
  c.   persuasive approach  
  d.   explanatory approach  
      
  2.The most challenging or problematic communications in business are those that ____.  
  a.   refer the customer to another area  
  b.   admit that the company has made a mistake  
  c.   refuse the receiver`s request  
  d.   none of the above  
      
  3.When you start and end your message with "neutral" paragraphs, you are using the ____.  
  a.   indirect approach  
  b.   direct approach  
  c.   persuasive approach  
  d.   sales approach  
      
  4.The type of letter that gets directly to the point uses the ____.  
  a.   indirect approach  
  b.   direct approach  
  c.   persuasive approach  
  d.   sales approach  
      
  5.Of the following, the best description of the middle paragraph(s) of a letter using the direct approach is ____.  
  a.   the reselling of the organization/product/service  
  b.   an explanation or details  
  c.   a call for action  
  d.   to build goodwill  
      
  6.Bad-news letters require the use of the ____.  
  a.   indirect approach  
  b.   direct approach  
  c.   persuasive approach  
  d.   sales approach  
      
  7.Business letters can be categorized into all of the following EXCEPT ____.  
  a.   routine and "yes" letters  
  b.   nonroutine letters  
  c.   negative communications  
  d.   persuasive communications  
      
  8.Of the following, the best beginning for a letter using the indirect approach is ____.  
  a.   reasons leading up to the negative news  
  b.   a pleasant, neutral statement  
  c.   stating the refusal  
  d.   requesting action  
      
  9.The "call for action" is at the end of the message in the ____.  
  a.   direct approach  
  b.   indirect approach  
  c.   persuasive approach  
  d.   explanatory approach  
      
  10.Which is NOT an important advantage of oral communication?  
  a.   a more personal form of communication  
  b.   eliminates the need to be a good speller  
  c.   immediate feedback can be given  
  d.   additional questions from the receiver can be answered  

 
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