Postsecondary Home Technical Support Contact Us Product Information Site Map Search
Go  
Business Communication at Work, 2nd Edition Glencoe Online
 
Student Resources
Chapter 5: Planning and Organizing Messages
      
  1.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  
      
  2.Which is NOT part of the AIDA plan?  
  a.   interest  
  b.   action  
  c.   decision  
  d.   attention  
      
  3.Which is an incorrect statement about writing a rough draft?  
  a.   Edit and correct the rough draft.  
  b.   Prepare the letter in draft form first.  
  c.   Proofread the draft for tone, "you" attitude, and word choice.  
  d.   Don`t waste time editing since most people`s first thoughts are their best.  
      
  4.If you are writing a letter of recommendation, you should use the ____.  
  a.   direct approach  
  b.   indirect approach  
  c.   persuasive approach  
  d.   explanatory approach  
      
  5.Which of the following is not a business letter category?  
  a.   positive communications  
  b.   negative communications  
  c.   persuasive communications  
  d.   explanatory communications  
      
  6.In a negative letter, the negative information or refusal should be placed ____.  
  a.   in the first paragraph  
  b.   in the middle paragraph(s)  
  c.   in the ending paragraph  
  d.   in the last sentence  
      
  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.Routine replies to inquiries and requests should follow the ____.  
  a.   direct approach  
  b.   indirect approach  
  c.   persuasive approach  
  d.   sales approach  
      
  9.Of the following, the best ending for a letter using the persuasive approach is ____.  
  a.   a request for action  
  b.   a thank you in advance  
  c.   to state a benefit to the receiver  
  d.   both a and b  
      
  10.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  

 
McGraw-Hill Glencoe   The McGraw-Hill Companies
 
 
Home