Communications - Chapter 8

Question 1

What 4 questions should you ask yourself before you begin a positive message?

Answer 1

1. Do you really need to write? 2. How will the reader react? 3. What channel should you use? 4. How can you save your reader’s time?

Question 2

What 4 steps should you take in phase 2 of the writing process?

Answer 2

1. Collect information 2. Choose the best organizational strategy 3. Compose the first draft. 4. Group similar information together.

Question 3

What 3 questions do you ask in phase 3 of the writing process?

Answer 3

1. Is the message clear? Correct? 2. Did you plan for feedback? 3. Will this message achieve its purpose?

Question 4

When is appropriate to use email?

Answer 4

1. short, need to know messages, 2. setting up appointments, 3. giving updates 4. getting answers to specific questions.

Question 5

When is it inappropriate to use email?

Answer 5

1. sensitive or confidential issues 2. building trust or bonding

Question 6

When is it appropriate to use interoffice memos?

Answer 6

1. delivering instructions 2. official policies 3. reports 4. long documents 5. important annoucements

Question 7

When is appropriate is use business letters?

Answer 7

1. formality 2. sensitivity

Question 8

Which message is used for internal messages?

Answer 8

Interoffice memos

Question 9

Which message is used for external messages?

Answer 9

Business letters

Question 10

Which message is used for both internal and external messages?

Answer 10

Email

Question 11

What do you put in a the opening of “routine requests for information or action”?

Answer 11

1. Ask a question or 2. issue a polite command (For example: Please answer the following questions.)

Question 12

What do you avoid in an opening of “routine requests for information or action”?

Answer 12

Avoid long explanations preceding main idea.

Question 13

What do you put in the body of “routine requests for information or action”?

Answer 13

1. Explain your purpose and provide details 2. Suggest reader benefits if possible

Question 14

In the body of “routine requests for information or action”, should you ask open ended questions or “yes or no” questions?

Answer 14

Use open ended questions to get the most information

Question 15

In the body of “routine requests for information or action”, how do you express questions in parallel form?

Answer 15

When you have a list of questions, you can use bullets or number them.

Question 16

What goes in the closing of “routine requests for information or action”?

Answer 16

1. state what action is to be taken 2. Set an due date if required and a logical reason for the end date

Question 17

Avoid what cliche ending?

Answer 17

“Thank you for your cooperation”

Question 18

When revising a memo, what 5 critical thinking questions should you ask?

Answer 18

1. What is the purpose of the routine request memo? 2. How effective is the subject line? 3. Is the opening direct or indirect? 4. What does the writer want the reader to do? 5. How should the memo begin?

Question 19

When revising a memo, what 4 other critical thinking questions should you ask?

Answer 19

6. What information should be included in the body? 7. What graphic highlighting techniques would improve readability? Revise part of the body to illustrate your recommendation. 8. What ideas should be included in the closing? 9. SHould a reason be given with an end date?

Question 20

When revising a routine request, what 4 critical thinking questions should you ask?

Answer 20

1. What is the purpose of the routine request? 2. What do you think the receiver’s reaction will be to this message? 3. Should the message be developed directly or indirectly? 4. How is it currently developed?

Question 21

What revising a routine request, what other 3 critical thinking questions?

Answer 21

5. What information should be included in the body? How could it be organized for improved readability? Revise part or all of the body. 6. How could the closing be worded to ensure that you get a response by a specific date? Write an appropriate closing. 7. How will you know whether the sender has communicated successfully?

Question 22

In direct response message, what goes in the subject line?

Answer 22

1. Identify the topic and any previous correspondence 2. Use abbreviated style, omitting articles (a, an, the)

Question 23

In direct response messages, what goes in the opening?

Answer 23

1. Deliver the information the reader wants. 2. When announcing good news, do so quickly.

Question 24

In direct response messages, what goes in the body?

Answer 24

1. Explain the subject logically. 2. Use lists, tables, headings, boldface, italics, or other graphic devices to improve readability. 3. Promote your products and your organization to customers.

Question 25

In direct response messages, what goes in the closing?

Answer 25

1. Offer a concluding thought, perhaps referring to the information or action requested. 2. Avoid cliche endings. 3. Be cordial.

Question 26

In instruction messages, what goes in the opening?

Answer 26

1. Introduce the instructions. 2. Explain why the instructions are necessary.

Question 27

In instruction messages, what goes in the body?

Answer 27

1. Divide the instructions into steps. 2. List the steps in the order to be carried out. 3. Arrange the items vertically with bullets or numbers.

Question 28

In instruction messages, what goes in the body?

Answer 28

1. Begin each step with an action verb.

Good Example: WRITE an advertisement for a position.
Wrong Example: An advertisement for a position should be WRITTEN.

Question 29

In instruction messages, what goes in the closing?

Answer 29

1. Explain how following the instructions will benefit the reader. 2. Use a polite, positive tone here and throughout the message.

Question 30

In direct claim, or complaint messages, what goes in the opening?

Answer 30

1. Explain immediately what you want done. 2. State the remedy briefly when it is obvious. 3. Explain your goal when the remedy is less obvious.

Question 31

In direct claim or complaint messages, what goes in the body?

Answer 31

1. Explain the problem and justify your request 2. Provide details objectively and concisely. 3. Be organized and coherent. 4. Include names and dates with previous actions.

Question 32

In direct claim or complaint messages, what do you want to avoid in the body?

Answer 32

Avoid becoming angry or trying to fix blame.

Question 33

In direct claim or complaint messages, what goes in the closing?

Answer 33

1. End courteously with a tone that promotes goodwill. 2. Request specific action, including end date, if appropriate.

Question 34

In adjustment messages, what goes in the opening?

Answer 34

1. When approving a customer’s claim announce the good news (adjustment) immediately. 2. Avoid sounding grudging or reluctant.

Question 35

In adjustment messages, what goes in the body?

Answer 35

1. Strive to win back the customer’s confidence; explain what went wrong (if you know). 2. Apologize if it seems appropriate, but be careful about admitting responsibility. Check with your boss or legal counsel first. 3. Concentrate on explaining how diligently your organization works to avoid disappointing customers.

Question 36

In adjustment messages, what to avoid in the body?

Answer 36

1. Avoid negative language (trouble, regret, fault) 2. Avoid blaming customers - even if they are at fault. 3. Avoid blaming individuals or departments in your organization. It sounds unprofessional.

Question 37

In adjustment messages, what goes in the closing?

Answer 37

1. Show appreciation that the customer wrote. 2. Consider expressing confidence that the problem has been resolved. 3. Thank the customer for past business. 4. Refer to your desire to be of service.

Question 38

What are the 5 S’s of Goodwill Messages?

Answer 38

1. Selfless 2. Specific 3. Sincere. 4. Spontaneous. 5. Short.

Question 39

When being “selfless” who do you expressing thanks, recognition or sympathy for?

Answer 39

The receiver not the sender.

Question 40

When being “specific” how do you expressing thanks, recognition or sympathy?

Answer 40

Be specific instead of generalities.

Question 41

When being “sincere”, how do you express thanks, recognition, or sympathy?

Answer 41

Show your honest feelings with unpretentious language.

Question 42

When being “spontaneous”, how do you expressing thanks, recognition or sympathy?

Answer 42

Make the message sound natural, fresh and direct. Avoid canned phrases.

Question 43

When expressing thanks, recognition, or sympathy, how long should the message be?

Answer 43

Keep it “short”

Question 44

What to include when answering congratulatory messages?

Answer 44

1. Send a brief note expressing your appreciation. 2. Tell how good the message made you feel. 3. Accept praise gracefully. Don’t make belittling statements about yourself.