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Business Communication at Work, 2nd Edition Glencoe Online
Student Resources
Chapter 5: Planning and Organizing Messages
  1.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.  
  2.Your job, as a communicator, is to ____.  
  a.   bring both sides together  
  b.   represent your organization  
  c.   accommodate the receiver`s requests  
  d.   none of the above  
  3.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  
  4.If you are turning down an invitation, you should use the ____.  
  a.   direct approach  
  b.   indirect approach  
  c.   persuasive approach  
  d.   sales approach  
  5.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  
  6.The refusal in negative communications should ____.  
  a.   be stated explicitly or implied clearly  
  b.   be stated in at least two ways  
  c.   be stated in the middle and final paragraphs  
  d.   not be explicitly stated  
  7.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  
  8.The basic skills to understanding include ____.  
  a.   listening  
  b.   reading  
  c.   comprehension  
  d.   all of the above  
  9.As a communicator your personal view/opinion becomes ____.  
  a.   primary  
  b.   secondary  
  c.   equal to the organization`s  
  d.   more important than the organization  
  10.A good sales letter might begin by ____.  
  a.   describing the product or service and the guarantee  
  b.   comparing the price of the product or service with the prices of competitors  
  c.   emphasizing some benefit or reward to the reader  
  d.   asking the receiver to take action  

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