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Business Communication at Work, 2nd Edition Glencoe Online
Student Resources
Chapter 5: Planning and Organizing Messages
  1.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  
  2.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  
  3.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  
  4.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  
  5.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  
  6.If you are writing a letter of recommendation, you should use the ____.  
  a.   direct approach  
  b.   indirect approach  
  c.   persuasive approach  
  d.   explanatory approach  
  7.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  
  8.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  
  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.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  

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