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Business Communication at Work, 2nd Edition Glencoe Online
 
Student Resources
Chapter 5: Planning and Organizing Messages
      
  1.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  
      
  2.In a negative letter, the negative information or refusal should be placed ____.  
  a.   in the first paragraph  
  b.   in the middle paragraph(s)  
  c.   in the ending paragraph  
  d.   in the last sentence  
      
  3.As a communicator your personal view/opinion becomes ____.  
  a.   primary  
  b.   secondary  
  c.   equal to the organization`s  
  d.   more important than the organization  
      
  4.Sales letters require the use of the ____.  
  a.   indirect approach  
  b.   direct approach  
  c.   persuasive approach  
  d.   none of the above  
      
  5.The largest amount of daily, routine correspondence is ____.  
  a.   correspondence that requests or transmits information  
  b.   correspondence that answers complaints  
  c.   thank-you letters  
  d.   acknowledgments of orders  
      
  6.The refusal in negative communications should ____.  
  a.   be stated explicitly or implied clearly  
  b.   be stated in at least two ways  
  c.   be stated in the middle and final paragraphs  
  d.   not be explicitly stated  
      
  7.In a bad-news letter, the negative information should be ____.  
  a.   presented in the first paragraph  
  b.   placed immediately following the explanation  
  c.   summarized in the last paragraph  
  d.   avoided completely  
      
  8.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  
      
  9.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  
      
  10.Which is NOT part of the AIDA plan?  
  a.   interest  
  b.   action  
  c.   decision  
  d.   attention  

 
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