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Business Communication at Work, 2nd Edition Glencoe Online
 
Student Resources
Chapter 5: Planning and Organizing Messages
      
  1.In your writing, you need to reflect all except ____.  
  a.   the attitudes of your organization  
  b.   the policies of your organization  
  c.   the procedures stated by your organization  
  d.   a negative attitude  
      
  2.Business letters can be categorized into all of the following EXCEPT ____.  
  a.   routine and "yes" letters  
  b.   nonroutine letters  
  c.   negative communications  
  d.   persuasive communications  
      
  3.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  
      
  4.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  
      
  5.Sales letters require the use of the ____.  
  a.   indirect approach  
  b.   direct approach  
  c.   persuasive approach  
  d.   none of the above  
      
  6.After the rough draft is written, the next step(s) include(s) ____.  
  a.   editing and correcting the draft  
  b.   adding statistical data  
  c.   choosing the approach to use  
  d.   sending the message quickly  
      
  7.Bad-news letters require the use of the ____.  
  a.   indirect approach  
  b.   direct approach  
  c.   persuasive approach  
  d.   sales approach  
      
  8.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  
      
  9.The type of letter that gets directly to the point uses the ____.  
  a.   indirect approach  
  b.   direct approach  
  c.   persuasive approach  
  d.   sales approach  
      
  10.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  

 
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