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Business Communication at Work, 2nd Edition Glencoe Online
Student Resources
Chapter 5: Planning and Organizing Messages
  1.In the negative letter, the last paragraph should ____.  
  a.   state reasons for the refusal  
  b.   offer a counter proposal or alternative  
  c.   restate the refusal  
  d.   all of the above  
  2.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  
  3.As a business communicator, you are responsible for ____.  
  a.   representing your organization and or your department  
  b.   presenting your organization`s position as a fair one  
  c.   sincerely reflecting the attitudes of the organization  
  d.   all of the above  
  4.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  
  5.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  
  6.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.  
  7.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  
  8.Of the following, the best ending for a letter using the persuasive approach is ____.  
  a.   a request for action  
  b.   a thank you in advance  
  c.   to state a benefit to the receiver  
  d.   both a and b  
  9.Your job, as a communicator, is to ____.  
  a.   bring both sides together  
  b.   represent your organization  
  c.   accommodate the receiver`s requests  
  d.   none of the above  
  10.Having to give the receiver unpleasant, disappointing or unfavorable information requires the ____.  
  a.   indirect approach  
  b.   direct approach  
  c.   persuasive approach  
  d.   sales approach  

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