Postsecondary Home Technical Support Contact Us Product Information Site Map Search
Go  
Business Communication at Work, 2nd Edition Glencoe Online
 
Student Resources
Chapter 5: Planning and Organizing Messages
      
  1.The type of letter that gets directly to the point uses the ____.  
  a.   indirect approach  
  b.   direct approach  
  c.   persuasive approach  
  d.   sales approach  
      
  2.Letters in which you are trying to convince the receiver to do as you ask are known as ____.  
  a.   positive communications  
  b.   negative communications  
  c.   persuasive communications  
  d.   explanatory communications  
      
  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.Having to give the receiver unpleasant, disappointing or unfavorable information requires the ____.  
  a.   indirect approach  
  b.   direct approach  
  c.   persuasive approach  
  d.   sales approach  
      
  5.Routine replies to inquiries and requests should follow the ____.  
  a.   direct approach  
  b.   indirect approach  
  c.   persuasive approach  
  d.   sales approach  
      
  6.The purpose of the "buffer paragraph" is to ____.  
  a.   set the stage for giving good news  
  b.   provide background for a request for action  
  c.   smooth the way for an unpleasant message  
  d.   give the negative attitude a prominent position  
      
  7.If you are writing a letter of recommendation, you should use the ____.  
  a.   direct approach  
  b.   indirect approach  
  c.   persuasive approach  
  d.   explanatory approach  
      
  8.When writing a letter to refuse a request for credit, you would use the ____.  
  a.   direct approach  
  b.   indirect approach  
  c.   persuasive approach  
  d.   sales approach  
      
  9.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  
      
  10.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  

 
McGraw-Hill Glencoe   The McGraw-Hill Companies
 
 
Home