1 � The writer of a long report that contains many ideas and sections will likely benefit from � � � � 2 � Which of the following statements regarding ethical communication is questionable? 3 � To improve the correctness of your writing, you can � � � � � � 4 � In order to maintain your credibility and help control your emotions, � 5 � To effectively communicate with ____ audiences, you might include using standard technical terms; emphasizing data and displaying using graphs, tables, and equations; making your points clear and easy to find, and avoiding overstating your claims, since doing so may undercut your credibility. � � � � � 6 � An audience-centered letter of application would include the following statement: 7 � Interpersonal communication is also known as � � � � � 8 � Two strategies for dealing with ____ audiences are “layering”� a written document so that different sections are aimed at different audiences and “democratizing”� your message so that all audiences can understand all parts of it. � � 9 � Which of these would be a consideration in the characteristics of your audience? 10 � Speed of contact, permanent record, cost, and time required for feedback are examples of � � � � 11 � Web-based project software � � � � � 12 � Text messaging on a cell phone or personal digital assistant should not be used for which of the following business messages? � � � � � 13 � To protect computer systems from e-mail viruses and hoaxes, � � � 14 � A company posts information to the Web for its business partners such as vendors, suppliers, and customers that they must access by using a password. This activity illustrates use of the company’s � � 15 � A manager is faced with having to lay off some of his staff due to financial losses that the company has suffered. Which of the following channels of communication would be MOSTappropriate for sharing this news, given the sensitive nature of the message? � � � � � � 16 � When composing an email message, � � � 17 � During a business lunch with a client, a colleague calls with bad news about another project. You should � � � 18 � Which of the following is the most effective closing for an e-mail message? � � 19 � Email messages should be limited to one topic because � � � � � 20 � An organization that wants to provide business partners with always-available information and contact should use which of the following? � � � � � 21 � Business messages should be organized based on � � � � 22 � A well-written message acknowledging a customer’s order usually will result in 23 � The strategies for structuring effective good- and neutral-news messages 24 � Sending a sincere apology message to a customer for a serious mistake made could be considered � � � � � 25 � Your company has decided to require all employees to wear picture ID badges, starting next week. Numerous steps are involved to get a photo ID. What should you do to alert the employees of the requirement? � � � � 26 � You have been asked to provide a credit reference for a customer. Which of the following will be part of your written response? � � � � � 27 � Claims related to product warranties, guarantees, or contractual conditions are typically ____ claims. � � � � 28 � Which of the following sentences is a good example of a beginning sentence in a favorable reply to a routine request? � � � � 29 � In writing a routine claim, how would the message be structured? � � 30 � 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
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