Chapter 6

Question 1

Positive messages share the following traits:

Answer 1

1) Routine and straightforward
2) Helpful when conducting everyday business
3) Make up the bulk of workplace communication
4) Require solid writing skills

Question 2

When are business letters necessary?

Answer 2

• when a permanent record is needed
• confidentiality is needed
• formality and sensitivity is needed
• persuasion is needed

Question 3

What do business letters do?

Answer 3

• they go to suppliers, gov agencies, customers, vendors
• encourage feedback
• project a favorable image of the business
• promote future business

Question 4

What is block style formatting?

Answer 4

dateline, inside address, optional subject line, body and so on-are set flush left on the page

Question 5

Direct requests should be __________

Answer 5

frontloaded

Question 6

The first sentence of a direct request should be?

Answer 6

A question or polite command (Please answer the following questions)

Question 7

The body of a direct request should do what?

Answer 7

Explain the request, list questions, use open ended questions, suggest reader benefits

Question 8

The quality of the information retained from a request depends on what?

Answer 8

the clarity of the inquiry

Question 9

The closing of a direct request should do what?

Answer 9

Be specific in what action should be taken, mention an end date and reasoning, make it easy for the receiver to respond.

Tie appreciation to reader benefit

Question 10

A subject line for emails, memos, and letter replies should do what?

Answer 10

Summarize the main info from your reply

Question 11

An opening for replies to emails, memos, and letters should do what?

Answer 11

Begin directly with responding to the request with a summary statement, deliver the information the reader wants, announce good news promptly

Question 12

The body for replies to emails, memos, and letters should do what?

Answer 12

explain the subject logically, use lists/tables/bullets/headings, etc, promote products and services (When someone asks)

Question 13

The closing for replies to emails, memos, and letters should do what?

Answer 13

offer a concluding thought, avoid cliche endings, be cordial

Question 14

The subject line in an instructive message does what? The opening?

Answer 14

Summarize the content

Expand the subject line by stating the main idea in a full sentence.

Question 15

The body of an instructive message does what?

Answer 15

Presents instructions in orderly steps (arranged vertically), begin each step with an action (command language)

Question 16

The closing of an instructive message does what?

Answer 16

Request a specific action and deadline, summarize, present a closing thought

Question 17

opening for a direct claim

Answer 17

Describe clearly the desired action, state the remedy briefly when it is obvious, request an explanation when the remedy is not obvious

Question 18

body for a direct claim

Answer 18

Explain your claim, why it is justified, provide details describing the desired action

Question 19

closing for a direct claim

Answer 19

end pleasantly with a goodwill statement, include an end date and action request

Question 20

What is an adjustment message?

Answer 20

When a company receives a claim and decides to respond favorably

Question 21

What are the three goals in adjustment messages?

Answer 21

1) Rectifying the wrong (if one exists)
2) Regaining the confidence of the customer
3) Promoting future business

Question 22

subject line for adjustment messages

Answer 22

identify the previous correspondence and refer to the main topic

Question 23

opening for adjustment messages

Answer 23

grant the request/announce the adjustment immediately, avoid sounding grudging or reluctant

Question 24

body for adjustment messages

Answer 24

provide details about how you are complying with the request, try to regain confidence, explain how hard your company works to avoid disappointing customers, apologize if appropriate but don’t admit negligence, don’t blame anyone and don’t make unrealistic promises

Question 25

closing for adjustment messages

Answer 25

express appreciation that the customer wrote, end positively with a future looking thought that suggests future business, avoid unpleasantness by repeating what went wrong

Question 26

the 5 S’s of goodwill messages

Answer 26

keep it SHORT, be SELFLESS, be SPECIFIC, be SINCERE, be SPONTANEOUS

Question 27

What are goodwill messages?

Answer 27

Messages that say thanks, recognition, or sympathy

Question 28

Goodwill messages should be…

Answer 28

handwritten

Question 29

How should one reply to goodwill messages?

Answer 29

send a note expressing appreciation, tell how good the message made you feel, accept praise graciously

Question 30

When is it okay to email a goodwill message?

Answer 30

If you are accustomed to communicating with that person through email.
Email may precede a phone call or written note
handwritten notes are impressive because they can be savored