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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 buffer paragraph should ____.  
  a.   be pertinent and pertain to the subject of the message  
  b.   be brief and congenial  
  c.   maintain neutrality and act as a transition  
  d.   all of the above  
      
  3.A good sales letter might begin by ____.  
  a.   describing the product or service and the guarantee  
  b.   comparing the price of the product or service with the prices of competitors  
  c.   emphasizing some benefit or reward to the reader  
  d.   asking the receiver to take action  
      
  4.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  
      
  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.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  
      
  7.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  
      
  8.What is NOT a key factor to consider in the communication process?  
  a.   Identify the audience.  
  b.   Determine the purpose of the communication.  
  c.   Include enough information to fill the time or space allotted.  
  d.   Maintain a positive attitude throughout the communication.  
      
  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.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  

 
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