Question 1

Good-news or neutral-news messages follow a(n) _____.

Accepted Answer

Deductive sequence is the best choice for good-news or neutral-news messages because it presents the main idea or good news first, followed by supporting details and explanations. This approach is more direct and efficient in conveying positive or neutral information to the recipient.

Question 2

An advantage of the deductive pattern of good- or neutral-news messages is that the first sentence is easy to write and the details follow easily after it is written.

Accepted Answer

The deductive pattern of good- or neutral-news messages starts with the main message or the announcement in the first sentence, followed by details that support or explain it. This makes it easier to write the first sentence since it directly conveys the good or neutral news.

Question 3

An acknowledgment message is sent to indicate that an order has been received and processed.

Accepted Answer

An acknowledgment message is typically sent to confirm that an order has been received and is being processed.

Question 4

Memorandums, or memos, are appropriate for communication both inside and outside a company.

Accepted Answer

Memos are typically used for internal communication within a company, not for external communication.

Question 5

When compared to letters, _____ are used for formally sharing information with people inside an organization.

Accepted Answer

Memos are the most commonly used form of formal communication within an organization, typically used for sharing information with colleagues, supervisors, or subordinates. Text messages, voice-mails, and claims are not considered as formal as memos and are not typically used for sharing information within an organization.

Question 6

When asked to provide credit information about an account holder, it is advisable to report facts and personal opinions about the applicant.

Accepted Answer

It is advisable to report only factual and verifiable information about an account holder's credit history, not personal opinions, to ensure accuracy and compliance with privacy laws.

Question 7

Which of the following is a recommended advice when writing an appreciation message?

Accepted Answer

Making specific remarks about the receiver's performance is a recommended advice when writing an appreciation message. This makes the message more meaningful and shows that the sender has taken notice of the receiver's efforts. Sending the message promptly after the circumstance is also ideal, but two weeks might be too late for some situations. Using exaggerated statements or avoiding details about the circumstance might come across as insincere or vague.

Question 8

The Equal Credit Opportunity Act requires that a credit applicant be notified of a credit decision within 10 days of receipt of the request or application.

Accepted Answer

The Equal Credit Opportunity Act requires that creditors notify applicants of their credit decision within 30 days of receiving a completed application.

Question 9

Empathetic managers use goodwill messagesto build strong, lasting relationships with employees, clients, customers, and various other groups.

Accepted Answer

Goodwill messages are a great way for managers to show empathy and appreciation towards their employees or clients and build strong, lasting relationships. It helps to create a positive work environment and encourages loyalty and commitment to the organization. Therefore, the statement is true.

Question 10

Mary, a team leader, has some news about a surprise bonus that she wants to share with her team members. She will use the deductive sequence to formulate her message. Which of the following types of messages is Mary likely to send her team members?

Accepted Answer

Mary wants to share some good news about a surprise bonus, so she is likely to send a good-news message using the deductive sequence to grab the attention of her team members and get straight to the point.

Question 11

Appreciation letters that are not sent in a timely manner may raise questions about the sender's sincerity.

Accepted Answer

When appreciation letters are not sent in a timely manner, it may give the impression that the sender is insincere or not truly appreciative of the recipient's actions. Promptness in expressing gratitude is important to convey genuine appreciation.

Question 12

Routine claims assume that a request will be granted only after explanations and convincing arguments have been presented.

Accepted Answer

Routine claims are typically straightforward requests that are expected to be granted without the need for extensive explanations or convincing arguments.

Question 13

Which of the following is a feature of the deductive sequence approach for a good-news message?

Accepted Answer

The deductive sequence approach for a good-news message usually starts with the main idea of the message, which is the good news. This approach usually puts the most important information at the beginning of the message to grab the reader's attention and create a positive impression before detailing the supporting information. Therefore, option C is the correct choice. Option A and D are incorrect because the first sentence should not be difficult to write and should not make it hard to follow the details; the message should be easy to understand. Option B is also incorrect because the last sentence should not be emphasized more than the first sentence.

Question 14

An attempt at resale or sales promotion is inappropriate in a favorable response to a claim message.

Accepted Answer

The answer of An attempt at resale or sales promotion...

Question 15

Asking a colleague or employee to walk through the steps outlined in a procedural document before finalizing the document is recommended.

Accepted Answer

Asking someone to walk through the steps outlined in a procedural document is recommended as it helps in identifying any errors or confusion in the document before finalizing it.

Question 16

Neutral-news messages contain content that is not likely to generate an emotional reaction from the receiver.

Accepted Answer

Neutral news messages are meant to be objective and informative without any bias or emotional language. They are designed to provide factual information without trying to influence the reader's emotions or opinions.

Question 17

Form messages are a fast and efficient means to send frequently recurring messages that will likely result in a neutral or favorable reaction from the receiver.

Accepted Answer

Form messages are pre-written messages that can be used repeatedly for specific purposes, such as responding to a job inquiry or confirming a meeting. Since they are scripted, they are efficient and can save time. Additionally, they are often designed to be neutral or positive, making them an effective way to communicate routine information without causing any negative reactions from the recipient.

Question 18

While writing an appreciation message, exaggerated language should be used frequently even if it does not sound believable.

Accepted Answer

Exaggerated language should be avoided in an appreciation message as it can sound insincere and may undermine the genuine appreciation being expressed. It is important to use sincere and specific language to convey the appreciation effectively.

Question 19

Good- or neutral-news messages follow a deductive sequence in which the message begins with the main idea.

Accepted Answer

Good- or neutral-news messages typically follow a direct or deductive approach in which the message begins with the main idea before presenting supporting details or explanations. This approach allows the reader to quickly understand the purpose and outcome of the message.

Question 20

Memos or email messages are the most frequent methods of sharing procedures and instructions for internal business communication when a written record is needed.

Accepted Answer

Memos and email messages are both commonly used methods of sharing procedures and instructions within a business when a written record is necessary. They are often used for internal communication within a company, and can be an efficient way to provide important information to multiple individuals or teams simultaneously. While other methods of communication, such as phone calls or in-person meetings, may be more appropriate for certain situations, memos and email messages are often preferred when a permanent record is needed or when information needs to be disseminated to a large audience.

Quiz 6: Delivering Good- and Neutral-News Messages