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Business Communication at Work, 2nd Edition Glencoe Online
 
Student Resources
Chapter 5: Planning and Organizing Messages
      
  1.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  
      
  2.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  
      
  3.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.  
      
  4.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  
      
  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.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 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  
      
  8.The type of letter that gets directly to the point uses the ____.  
  a.   indirect approach  
  b.   direct approach  
  c.   persuasive approach  
  d.   sales approach  
      
  9.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  
      
  10.Which is NOT part of the AIDA plan?  
  a.   interest  
  b.   action  
  c.   decision  
  d.   attention  

 
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