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Business Communication at Work, 2nd Edition Glencoe Online
Student Resources
Chapter 5: Planning and Organizing Messages
  1.When you put the bad news in the middle of your message, you are using the ____.  
  a.   indirect approach  
  b.   direct approach  
  c.   persuasive approach  
  d.   sales approach  
  2.Of the following, the most valuable rule to follow when writing the last paragraph of a persuasive letter is ____.  
  a.   make it easy for the reader to respond  
  b.   summarize the selling points in the letter  
  c.   create a desire for the product/service  
  d.   use a buffer statement  
  3.Of the following, the best way to begin a "yes" letter is to ____.  
  a.   use the buffer paragraph technique  
  b.   start with the good news  
  c.   get the reader`s attention  
  d.   arouse the reader`s interest  
  4.A letter following the indirect approach should give the explanation in the ____.  
  a.   first paragraph  
  b.   middle paragraph(s)  
  c.   last paragraph  
  d.   first sentence  
  5.When you need to respond to a complex problem situation, it is helpful to do all of the following except ____.  
  a.   jot down an informal outline  
  b.   develop a rough draft  
  c.   fill in the blanks of a form letter  
  d.   note comments on previous communications  
  6.After the rough draft is written, the next step(s) include(s) ____.  
  a.   editing and correcting the draft  
  b.   adding statistical data  
  c.   choosing the approach to use  
  d.   sending the message quickly  
  7.The type of letter that tells the reader what he/she wants to hear is known as ____.  
  a.   "yes" letters  
  b.   "no" letters  
  c.   sales letters  
  d.   persuasive letters  
  8.Which is NOT part of the message planning process?  
  a.   identify the purpose of the communication  
  b.   where to sit if you`re the main speaker  
  c.   identify intended audience  
  d.   determine content of the communication  
  9.Of the following, the most effective beginning for a routine reply to a request for information is ____  
  a.   This is to answer your letter of October 6 asking for information about European vacations.  
  b.   Last year over 3500 people took advantage of our European vacations.  
  c.   May I take this opportunity to answer the questions in your October 6 letter.  
  d.   All of the above are effective beginnings.  
  10.When writing a letter to notify a job applicant that he/she was not accepted for the position, you would use the ____.  
  a.   direct approach  
  b.   indirect approach  
  c.   persuasive approach  
  d.   sales approach  

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