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Business Communication at Work, 2nd Edition Glencoe Online
 
Student Resources
Chapter 5: Planning and Organizing Messages
      
  1.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  
      
  2.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  
      
  3."Start with the good news" is the basic rule in the ____.  
  a.   indirect approach  
  b.   direct approach  
  c.   persuasive approach  
  d.   sales approach  
      
  4.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  
      
  5.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  
      
  6.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  
      
  7.Of the following, the best beginning for a letter using the indirect approach is ____.  
  a.   reasons leading up to the negative news  
  b.   a pleasant, neutral statement  
  c.   stating the refusal  
  d.   requesting action  
      
  8.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  
      
  9.Which is NOT an important advantage of oral communication?  
  a.   a more personal form of communication  
  b.   eliminates the need to be a good speller  
  c.   immediate feedback can be given  
  d.   additional questions from the receiver can be answered  
      
  10.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  

 
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