Deck 8: Writing Routine and Positive Messages

Question 1

The opening of a request for a recommendation should include

A) the direct request for a recommendation.
B) a clear statement that you're applying for a position.
C) a reminder of who you are.
D) all of the above.

Answer 1

all of the above.

Question 2

A human resources department that receives a lot of inquiries about job openings would best deal with this repetitive task by

A) using a carefully crafted form letter.
B) answering each one personally.
C) not responding if there are no job openings.
D) making most responses by phone.

Answer 2

using a carefully crafted form letter.

Question 3

Successful companies that receive large numbers of customer claims per year often develop

A) a policy of rejecting all claims, even when they are legitimate.
B) a policy of nonresponse to all customer inquiries.
C) customized form letters to speed the response to customers' claims.
D) none of the above.

Answer 3

customized form letters to speed the response to customers' claims.

Question 4

If you have negative comments to express regarding the qualifications of a job candidate, it is best to

A) keep them to yourself.
B) include others' criticisms to support your statements.
C) list the shortcomings as areas for improvement.
D) state your opinion strongly, since it is protected by the First Amendment.

Question 5

Your comments about a job candidate could be considered libelous if

A) in a phone conversation you tell the applicant's potential employer that the applicant is an alcoholic.
B) you omit important negative information about the candidate in a recommendation letter.
C) you decline to provide a recommendation because of "company policy."
D) you mention in a recommendation letter that your other employees seemed pleased that the candidate left your company.

Question 6

It may be unethical to omit negative information from a recommendation if the

A) information is well-known in the workplace.
B) information is true and relevant.
C) applicant asks you to do so.
D) position is a high-ranking one.

Question 7

For routine messages, the planning stage tends to be very short.

Question 8

It is no longer acceptable to use form letters to handle repetitive requests for information.

Question 9

Although most recommendation letters are confidential, it is best to avoid value judgments and stick to the facts.

Question 10

Most of a typical employee's communication is about ____________________ matters: orders, information, company policies.

Question 11

Whenever you ask for something-information, action, adjustments-you are making a ____________________.

Question 12

Making a false and malicious written statement that injures someone's reputation constitutes ____________________.

Question 13

If you must refer to a candidate's shortcomings in a recommendation letter, you should always stick to the ____________________.

Question 14

In describing a candidate's shortcomings in a recommendation letter, it is often best to present them as areas for ____________________.