Question 1

Avoid using words such as regret, inconvenience, and misunderstanding in adjustment message messages.

Accepted Answer

These words carry negative connotations and can make the recipient feel defensive or upset. It is better to stay neutral and focus on providing a clear and concise message.

Question 2

____________________ messages describe how to complete a task.

Accepted Answer

The answer of ____________________ messages describe how to complete a...

Question 3

___________, positive messages are those that communicate straightforward requests, replies, and goodwill.

Accepted Answer

The answer of ___________, positive messages are those that communicate...

Question 4

Business ____________________ are important when a permanent record is required, when a message is confidential, and when formality is necessary.

Accepted Answer

The answer of Business ____________________ are important when a permanent...

Question 5

An effective way to begin a thank-you message is Thanks, Lyndsay, for hosting our class last Friday evening at your lovely home.

Accepted Answer

Beginning a thank-you message with a specific mentioning of what the person did and expressing gratitude is an effective way to start the message.

Question 6

Because sympathy notes can be difficult to write, you should always purchase a commercial, preprinted sympathy card to make the best impression.

Accepted Answer

While preprinted sympathy cards can be helpful, a handwritten and personalized note can be more meaningful and show genuine care and support.

Question 7

Oral messages are usually more expressive and more meaningful to receivers than written goodwill messages.

Accepted Answer

The answer of Oral messages are usually more expressive and...

Question 8

Goodwill messages⎯such as thank-you notes and condolence messages⎯are often more difficult to write than other types of routine business documents.

Accepted Answer

Goodwill messages often require more thought and consideration as they are expressing gratitude or sympathy, which can be more personal and emotional than typical business communication.

Question 9

When you write messages that request information or action and think your request will be received positively, use the ____________________ organizational strategy.

Accepted Answer

The answer of When you write messages that request information...

Question 10

It's not necessary to respond when you receive a written congratulatory note.

Accepted Answer

Responding to a written congratulatory note is considered good etiquette as it acknowledges the sender's effort and thoughtfulness.

Question 11

The most emphatic positions in a message are the opening and ___________.

Accepted Answer

The answer of The most emphatic positions in a message...

Question 12

Knowledgeable business communicators use a(n) ____________________ line in a routine response message to refer to earlier correspondence so that in the first sentence they are free to emphasize the main idea.

Accepted Answer

The answer of Knowledgeable business communicators use a(n) ____________________ line...

Question 13

Very few businesses make adjustments promptly.

Accepted Answer

Most businesses understand the need for timely adjustments and strive to implement them promptly to stay competitive in the market.

Question 14

A statement such as Even though we normally don't repair printers that have been mishandled by their owners, we have decided to repair your printer this one time only is an effective way to grant a customer's claim because it shows generosity.

Accepted Answer

The statement does not show generosity because it implies that the customer is normally responsible for mishandling their printer and that the repair is being granted as an exception.

Question 15

Goodwill messages should use phrases such as Thank you from the bottom of my heart or It gives me great pleasure to extend my congratulations.

Accepted Answer

The answer of Goodwill messages should use phrases such as...

Question 16

Social media experts say that not every comment on the Web merits a response. They recommend responding to posts only when you can add _____________, for example, by correcting false information or providing customer service.

Accepted Answer

The answer of Social media experts say that not every...

Question 17

You should provide necessary details in the _________ of a message that requests information or action.

Accepted Answer

The answer of You should provide necessary details in the...

Question 18

The closing of a routine request that requires action may include an end ____________________ so that the reader knows when an action is required.

Accepted Answer

The answer of The closing of a routine request that...

Question 19

Action information and deadlines belong in the ____________________ of a routine request message.

Accepted Answer

The answer of Action information and deadlines belong in the...

Question 20

We apologize for any inconvenience this may have caused is a professional, sincere way to apologize in an adjustment message.

Accepted Answer

The answer of We apologize for any inconvenience this may...

Quiz 8: Positive Messages