Chapter 6 Homework

Chapter 6 MULTIPLE CHOICE Name: Jared Senseman

1. C If you need to convey information that contains good- or neutral-news, you should a. use letters but not e-mail or voice mail. b. use e-mail but not letters or voice mail. c. use e-mail and letters but not voice mail. d. use e-mail, memos, or voice mail.

2. A Business messages should be organized based on a. a prediction of the receiver’s reaction to the main idea. b. the deductive sequence. c. the inductive sequence. d. a reflection of the writer’s mood and personality.

3. D The strategies for structuring effective good- and neutral-news messages a. follow the inductive sequence. b. vary dramatically from one company to another. c. can generally be applied to cultures around the world. d. are generally consistent among North American audiences.

4. C Which listing presents the steps for the deductive sequence approach for a good-news message? a. Begin with the details, state the main idea, and end on a friendly thought. b. Begin with the main idea, provide details and explanation, and end on a future-oriented closing thought. c. Start with a friendly thought, provide details, and end with the main idea. d. None of the above

5. D Mary has a neutral message to deliver to a co-worker. What delivery options would be the most effective? a. Letter, e-mail, or telephone b. Memo, instant messaging, or voice mail c. Letter, web site, or in person d. Memo, e-mail, or telephone 6. D Which of the following is NOT an advantage of the deductive sequence approach for a good- news message? a. The first sentence receives attention since it is in an emphatic position. b. The good news in the first sentence puts receivers in a good frame of mind. c. The organization is persuasive and calls for action. d. The receiver can understand the important idea and skim the supporting details.

7. B Which of the following is recommended advice when writing an appreciation message? a. Time the message to arrive two to three weeks following the action or event. b. Use slight exaggerations to communicate your favorable attitude. c. Avoid specific remarks about the receiver’s performance or achievement. d. Send a copy of the appreciation message to the individual’s supervisor.

8. A Sending a sincere apology message to a customer for a serious mistake made could be considered a. a negative news message. b. an attempt to preserve a relationship. c. unnecessary, since a verbal apology is more meaningful. d. a mistake.

9. D Your staff has worked hard to successfully complete a project for a large advertising client. Which of the following is the best way for you to express thanks to the staff? a. Thank them at the staff meeting next week. b. Post a note on the company intranet. c. Ask your administrative assistant to post a note in the lunchroom. d. Send an email immediately to all staff.

10. A Ignacio is asking for a refund or a replacement for a malfunctioning DVD player; his request for the refund or replacement would be considered a a. persuasive claim. b. complaint. c. routine claim. d. negative news message.