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Business Communication at Work, 2nd Edition Glencoe Online
 
Student Resources
Chapter 5: Planning and Organizing Messages
      
  1.The "call for action" is at the end of the message in the ____.  
  a.   direct approach  
  b.   indirect approach  
  c.   persuasive approach  
  d.   explanatory approach  
      
  2.The most challenging or problematic communications in business are those that ____.  
  a.   refer the customer to another area  
  b.   admit that the company has made a mistake  
  c.   refuse the receiver`s request  
  d.   none of the above  
      
  3.When you start and end your message with "neutral" paragraphs, you are using the ____.  
  a.   indirect approach  
  b.   direct approach  
  c.   persuasive approach  
  d.   sales approach  
      
  4.Routine replies to inquiries and requests should follow the ____.  
  a.   direct approach  
  b.   indirect approach  
  c.   persuasive approach  
  d.   sales approach  
      
  5.As a business communicator, you are responsible for ____.  
  a.   representing your organization and or your department  
  b.   presenting your organization`s position as a fair one  
  c.   sincerely reflecting the attitudes of the organization  
  d.   all of the above  
      
  6.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  
      
  7.Which is NOT part of the AIDA plan?  
  a.   interest  
  b.   action  
  c.   decision  
  d.   attention  
      
  8.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  
      
  9.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  
      
  10.Which is NOT considered one of the Seven Cs of communication?  
  a.   considerate  
  b.   coherent  
  c.   consistent  
  d.   correct  

 
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