MGMT 2400 Test 3

Getting right to the information that the reader is seeking is considered

Directness

The first paragraph of a direct business message should include your

Main Point

When your closing tells the reader how to respond to you message, you create

Goodwill

The purpose of a routine inquiry is to get a question or questions

Answered

Where does explanation material typically belong in a routine inquiry?

After your direct request

In a favorable response, when is it best to identify which message you are responding to?

Early in your message

When answering multiple questions in a business message, you should first answer the one that is

Most important

What are messages that a company sends clients to tell them of its service or products or remind them of benefits they can attain by doing business with the company

External-informational messages

Internal-operational communications are messages that get an organizations…

Work done

Which of the following ideas is behind all casual operational messages?

Everyone is working for a common goal

A businessperson is most likely to use a ___ to deliver bad news when informing a customer of a small shortage on an oirder, which will be quickly fixed

Direct approach

What is the biggest difference between the indirect plan and the direct plan for delivering bad-news messages?

The location of the main point?

Which of the following is a strategy for setting up negative news?

Explaining the fairness of an action

Why is it important to end a bad-news message on a forward-looking note?

To show that you regard your relationship with the reader as a positive tone?

What is the purpose of a strategic buffer?

To give readers a chance to prepare for bad news

Why is it not always a good idea to apologize in a bad-news messages?

Apologies can have legal implications

Which of the following is a recommended strategy for refusing a request?

Phrasing the refusal as a positive statement of policy?

Which of the following can make a refusal positive?

Offering an alternative

Depending on the audience and context, claims may be written

Directly or indirectly

Which of the following is the first step in the process of writing an indirect claim message?

Identify the problem

Most adjustment refusals are governed by

Company guidelines

What is most useful when your problem has to do with a lack of information?

Subtopics

You should conduct ___ research when you can’t find the information you seek in secondary resources

Primary

Consulting previously conducted research is called ___ research

Secondary

When you use a search engine, you search an

Index of the internet

Focus groups and personal interviews are primarily form of

Qualitative Research

When you compose a long report, your outline should serve as the

Foundation for your table of contents

A report that examines water use patterns in four different geographical regions of the United States would most likely

Use a place based organizational pattern

What is the only sure way to make report writing believable?

Maintain objectivity

Words or sentences that show the relationships between the parts of a sentence, paragraph, or document are known as

Transitions

When writing a report collaboratively, the team ground rules should be generated by the

Group members

Which of the following is included in the most formal of reports and is generally not a component of other reports?

Title fly

Which of these is a trait of a good title page?

Being informative

Why should you use headings in a business report?

To break up the text

How are data-based visuals related to reports?

They are more likely to be used in reports than in other genres

Considering what the reader needs to know in order to understand the information in a shorter business report will help you determine

What introductory material to include

Which of the following navigational aids are required in short reports?

Clear headings, brief transitions, and an introduction

The following statements about the letter report are true

• The standard recipient is someone outside of the organization

• Personal style is the norm

• It can be composed in either the direct or indirect order

Email reports are generally intended for an

Internal audience

The type of short report that is regularly produced, uniformly formatted or uses a prescribed format, and designed to keep relevant internal employees up-to-date on company actions and activities

Routine operational report

Progress Report

Difference between an internal progress report from a routine operational report? The internal progress report is produced as needed

Problem Solving Report (ex)

Staff turnover has been very high for the last three years and is affecting the bottom line as well as morale

Evaluation Report

Used to determine how well a company initiative is working

When you face a delay in delivering goods, your order acknowledgement should minimize the…

Negative news

Which of the following is the first step in writing a thank-you message?

Begin by thanking the reader for something specific

A thank-you message combined with confirmation of purchase is known as a(n)

Order Acknowledgment