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Business Communication at Work, 2nd Edition Glencoe Online
Student Resources
Chapter 5: Planning and Organizing Messages
  1.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  
  2.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.  
  3.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  
  4.As a communicator your personal view/opinion becomes ____.  
  a.   primary  
  b.   secondary  
  c.   equal to the organization`s  
  d.   more important than the organization  
  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.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  
  7.Of the following, the most valuable rule to follow when writing the last paragraph of a persuasive letter is ____.  
  a.   make it easy for the reader to respond  
  b.   summarize the selling points in the letter  
  c.   create a desire for the product/service  
  d.   use a buffer statement  
  8.Of the following, the best way to begin a "yes" letter is to ____.  
  a.   use the buffer paragraph technique  
  b.   start with the good news  
  c.   get the reader`s attention  
  d.   arouse the reader`s interest  
  9.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  
  10.If you are writing a letter of recommendation, you should use the ____.  
  a.   direct approach  
  b.   indirect approach  
  c.   persuasive approach  
  d.   explanatory approach  

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