Business Communication Building Critical Skills 6th Canadian Edition By Braun – Locker -Test Bank

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Business Communication Building Critical Skills 6th Canadian Edition By Braun – Locker -Test Bank

CHAPTER 6

Exam
Name___________________________________
MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.
1) Which of the following should most likely NOT be sent as an attachment? 1)
A) A text document with limited formatting
B) A long text document
C) A non-text file
D) A business letter
Answer: A
Explanation: A)
B)
C)
D)
2) Identify one of the ways of staying virus-free. 2)
A) Do not open attachments that look suspicious.
B) Open only those files which you have personally downloaded.
C) Have an antivirus program on your computer, even if it is obsolete.
D) Forward emails with interesting content.
Answer: A
Explanation: A)
B)
C)
D)
3) Which of the following is a way of staying virus-free? 3)
A) Opening only those files which you have personally downloaded
B) Opening only those emails which are sent by people you know
C) Opening only those emails which have attachments
D) Forwarding email messages only when you are sure of the source
Answer: D
Explanation: A)
B)
C)
D)
4) Which of the following is NOT a step in writing persuasive emails? 4)
A) Consider PAIBOC questions B) Organize the message
C) Revise for clarity and conciseness D) Blind copy your supervisor
Answer: D
Explanation: A)
B)
C)
D)
1
5) Which of the following is an example of a cliché used in emails? 5)
A) “I have attached-” B) “Here is-”
C) “You’ll see-” D) “Enclosed please find-”
Answer: D
Explanation: A)
B)
C)
D)
6) Emails should be: 6)
A) concise. B) humorous. C) uncouth. D) ironic.
Answer: A
Explanation: A)
B)
C)
D)
7) Which of the following is an essential netiquette? 7)
A) Before sending your email, assuming that it will appear on the front pages of the
national newspaper.
B) Emphasize the subject line by using all-capitals.
C) Sending angry messages by email in order to restrict face-to-face conflicts.
D) Sending people messages containing all the information you think is necessary.
Answer: A
Explanation: A)
B)
C)
D)
8) Word 2010 CANNOT open documents created in: 8)
A) Word 2007. B) Word 2013. C) Word 1998. D) Word 1997.
Answer: B
Explanation: A)
B)
C)
D)
9) Which of the following types of messages should never be sent by email? 9)
A) Technical B) Congratulatory
C) Persuasive D) Angry
Answer: D
Explanation: A)
B)
C)
D)
2
10) Which of the following is an essential netiquette? 10)
A) Sending angry messages by email so as to restrict face-to-face conflicts.
B) Adapting your email response message to the original sender’s choice for medium,
format, and language .
C) Using all-capitals to emphasize the subject line.
D) Using phrases such as “Please don’t hesitate to call”.
Answer: B
Explanation: A)
B)
C)
D)
11) Which of the following would be considered unethical?? 11)
A) Mentioning good news in the subject line
B) Copying your supervisor unnecessarily
C) Attaching files without proper names
D) Indirectly stating a bad news
Answer: B
Explanation: A)
B)
C)
D)
12) Which of the following must NOT be sent as an attachment? 12)
A) An informal letter
B) A text document with extensive formatting
C) A non-text file
D) A long text document
Answer: A
Explanation: A)
B)
C)
D)
13) Which of the following is a way to stay virus-free? 13)
A) Install an anti-virus program and keep it up to date.
B) Open only those files which you have personally downloaded.
C) Open only those emails which have attachments.
D) Have an antivirus program on your computer, even if it is outdated.
Answer: A
Explanation: A)
B)
C)
D)
3
14) You have been asked to explore the possibility of blogging to increase communication
with stakeholders. You are aware that some companies, including Google and General
Motors, have had both positive and negative experiences with employees’ blogs. What
will be your FIRST step in planning your professional blog?
14)
A) Link to other websites
B) Identify your audience
C) Watch your traffic closely
D) Create false names for your colleagues
Answer: B
Explanation: A)
B)
C)
D)
15) Which of the following is true about the usage of clichés in emails? 15)
A) They should only be used in outgoing emails to subordinates.
B) They should only be used in outgoing emails to supervisors.
C) They should be avoided.
D) They should be used whenever necessary.
Answer: C
Explanation: A)
B)
C)
D)
16) Which of the following can be considered as a netiquette? 16)
A) Sending cards, rather than emails, to express appreciation for hospitality.
B) Using all-capitals to emphasize the subject line.
C) Sending angry messages by email in order to restrict face-to-face conflicts.
D) Sending people messages containing all the information you think is necessary.
Answer: A
Explanation: A)
B)
C)
D)
17) You can stay virus-free by: 17)
A) having an antivirus program on your computer, even if it is outdated.
B) asking people who send you attachments to include their names in the document
titles.
C) opening only those emails which have attachments.
D) opening only those files which you have personally downloaded.
Answer: B
Explanation: A)
B)
C)
D)
4
18) Which of the following is true about attachments? 18)
A) They should be opened the moment they are received.
B) They require a cover email.
C) They should be accompanied by phrases like” Enclosed please find-“.
D) They can be sent independently.
Answer: B
Explanation: A)
B)
C)
D)
19) Which of the following aspects of an email message can be optional? 19)
A) Subject line B) You-attitude C) Blind copy D) Punctuation
Answer: C
Explanation: A)
B)
C)
D)
20) People have to deal with so many electronic messages daily, they need to ______ 20)
A) be able to recognize, read, and respond to emails rapidly as possible.
B) decipher priority emails from non-urgent matters from the subject-line.
C) clean out their inboxes on a weekly basis.
D) include significant details when they respond.
Answer: A
Explanation: A)
B)
C)
D)
21) Which of the following should NOT be sent as an attachment? 21)
A) A business report B) A business letter
C) A short text document D) A spreadsheet
Answer: C
Explanation: A)
B)
C)
D)
22) Which abbreviation in the subject line tells the reader that there is no more information
in the body of the message?
22)
A) NMI B) BCC C) EOM D) ETC
Answer: C
Explanation: A)
B)
C)
D)
5
23) Which of the following is considered a netiquette? 23)
A) Sending people messages containing all the information you think is necessary.
B) Not sending angry messages by email.
C) Using phrases such as “Please don’t hesitate to call”.
D) Using all-capitals to emphasize the subject line.
Answer: B
Explanation: A)
B)
C)
D)
24) Which of the following BEST defines a netizen? 24)
A) A citizen who accesses the Internet through cell phone
B) A citizen who gets messages though emails
C) A citizen who uses emails to interact with people
D) A citizen of the virtual world
Answer: D
Explanation: A)
B)
C)
D)
25) Which of the following can be considered a netiquette? 25)
A) Avoiding the use of full caps.
B) Sending people messages containing all the information you think is necessary.
C) Using phrases such as “Please don’t hesitate to call”.
D) Sending angry messages by email in order to restrict face-to-face conflicts.
Answer: A
Explanation: A)
B)
C)
D)
6
SHORT ANSWER. Write the word or phrase that best completes each statement or answers the question.
26) Mention the guidelines that should be followed to be a good netizen. 26)
Answer: Follow these guidelines to be a good netizen:
1. Never send angry messages by email.
2. Send people only messages they need.
3. Avoid clichés.
4. Send cards, rather than emails, to express condolences and appreciation
for hospitality.
5. Before you hit Send, assume your email will appear on the front pages of
the national newspaper.
6. Avoid using full caps; use mixed case in subject lines and full caps only if
you have to emphasize a word or two.
7. Find out how your recipient’s system works, and adapt your messages to
it.
Explanation:
27) List the types of documents that are best sent as attachments. 27)
Answer: Any text document can be copied and pasted into the body of your email
message. However, sending attachments makes sense when your reader
needs any of the following:
1. A business letter or report
2. A long text document
3. A text document with extensive formatting
4. A non-text file
Explanation:
28) Explain when it is appropriate to send copies of your email to your supervisor. 28)
Answer: Send people only messages they need. Send copies to supervisors/bosses
only if they have asked you to.
Explanation:
29) Explain why you should not write email messages when you are angry. 29)
Answer: When you write, you are on the record. Emails sent in anger, to the wrong
person, or to everyone on a list can damage your relationships, your
reputation, and your future. Count to ten before you send a message.
Explanation:
7
30) Explain what a computer virus is and what steps you can take to protect yourself
from one.
30)
Answer: Viruses can infect files that are attached to email messages or that you
download. You can do several things to stay virus-free:
1. Install an antivirus program on your computer, and keep it up to date.
2. Ask people who send you attachments to include their names in the
document titles; virus titles are not that specific.
3. If you are in doubt about an attachment, do not open it.
4. Forward email messages only when you are sure of the source and
contents.
Explanation:
TRUE/FALSE. Write ‘T’ if the statement is true and ‘F’ if the statement is false.
31) In good news email messages, put that news in the subject line. 31)
Answer: True False
Explanation:
32) The abbreviation Cc now means computer copy. 32)
Answer: True False
Explanation:
33) Because email is more informal than other forms of communication, you do not have to
pay attention to spelling or grammar.
33)
Answer: True False
Explanation:
34) Employers may legally check your text, posts, and email messages. 34)
Answer: True False
Explanation:
35) Some organizations now use boilerplate formats for their electronic documents. 35)
Answer: True False
Explanation:
36) Email can be appropriate for negative messages. 36)
Answer: True False
Explanation:
37) It is easier to catch errors in hard copy. 37)
Answer: True False
Explanation:
38) Because email is impersonal, it is the ideal medium for working out personal conflicts. 38)
Answer: True False
Explanation:
8
39) If your message is bad news, use a neutral subject line. 39)
Answer: True False
Explanation:
40) You can use electronic messages any time for any kind of situation. It is the most
effective and efficient way to communicate.
40)
Answer: True False
Explanation:
41) EOM stands for end of message-used in subject lines when there is no information on the
body of the email.
41)
Answer: True False
Explanation:
42) Use email when it serves your purpose and audience needs. 42)
Answer: True False
Explanation:
43) Electronic messages require heightened audience awareness. 43)
Answer: True False
Explanation:
44) Any electronic messages can be printed out or forwarded to others. 44)
Answer: True False
Explanation:
45) Many email users do not bother to read messages if the subject line does not capture their
interest.
45)
Answer: True False
Explanation:
9
Answer Key
Testname: C6
1) A
2) A
3) D
4) D
5) D
6) A
7) A
8) B
9) D
10) B
11) B
12) A
13) A
14) B
15) C
16) A
17) B
18) B
19) C
20) A
21) C
22) C
23) B
24) D
25) A
26) Follow these guidelines to be a good netizen:
1. Never send angry messages by email.
2. Send people only messages they need.
3. Avoid clichés.
4. Send cards, rather than emails, to express condolences and appreciation for hospitality.
5. Before you hit Send, assume your email will appear on the front pages of the national newspaper.
6. Avoid using full caps; use mixed case in subject lines and full caps only if you have to emphasize a word
or two.
7. Find out how your recipient’s system works, and adapt your messages to it.
27) Any text document can be copied and pasted into the body of your email message. However, sending
attachments makes sense when your reader needs any of the following:
1. A business letter or report
2. A long text document
3. A text document with extensive formatting
4. A non-text file
28) Send people only messages they need. Send copies to supervisors/bosses only if they have asked you to.
29) When you write, you are on the record. Emails sent in anger, to the wrong person, or to everyone on a list
can damage your relationships, your reputation, and your future. Count to ten before you send a message.
10
Answer Key
Testname: C6
30) Viruses can infect files that are attached to email messages or that you download. You can do several things
to stay virus-free:
1. Install an antivirus program on your computer, and keep it up to date.
2. Ask people who send you attachments to include their names in the document titles; virus titles are not
that specific.
3. If you are in doubt about an attachment, do not open it.
4. Forward email messages only when you are sure of the source and contents.
31) TRUE
32) TRUE
33) FALSE
34) TRUE
35) TRUE
36) FALSE
37) TRUE
38) FALSE
39) TRUE
40) FALSE
41) TRUE
42) TRUE
43) TRUE
44) TRUE
45) TRUE
11

 

CHAPTER 7

Exam
Name___________________________________
MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.
1) A university wants to announce new research monies for faculty research projects.
Which of the following would be the BEST subject line?
1)
A) Funding New Research
B) New Opportunities for Faculty Research Funding
C) Faculty Research Funding
D) New Funding Opportunities
Answer: B
Explanation: A)
B)
C)
D)
2) The summary of a document should always start with the: 2)
A) main point of the document.
B) point that is the most obvious.
C) point that is most beneficial to the reader.
D) point that is most important to the reader.
Answer: A
Explanation: A)
B)
C)
D)
3) Which of the following is NOT an informative and positive message? A memo
announcing a new provider of company health insurance that offers:
3)
A) enhanced benefits at slightly higher premiums.
B) the same benefits as the previous provider at reduced premiums.
C) the same premiums and benefits as the previous provider.
D) almost as many benefits to those offered by the previous provider but at slightly
higher premiums.
Answer: D
Explanation: A)
B)
C)
D)
1
4) Which of the following is an underlying purpose of a direct message? 4)
A) To build a good image of the reader
B) To de-emphasize any negative elements
C) To build a good image of the reader’s group
D) To build a good relationship between the writer and reader
Answer: D
Explanation: A)
B)
C)
D)
5) The subject line of a message should ideally be composed: 5)
A) after writing the message.
B) when you are starting to write the message.
C) while writing the message.
D) while planning the message.
Answer: A
Explanation: A)
B)
C)
D)
6) Which of the following is true about direct messages? 6)
A) They have primary purposes only.
B) They provide information that you expect will please the writer.
C) They provide information that you expect the audience will respond to neutrally.
D) They have underlying purposes only.
Answer: C
Explanation: A)
B)
C)
D)
7) In which of the following situations do you need reader benefits? 7)
A) You are presenting policies.
B) You are stating obvious benefits.
C) You are communicating factual information only.
D) You are not concerned about the reader’s attitude.
Answer: A
Explanation: A)
B)
C)
D)
2
8) Which of the following statements is true of adjustments and responses to customer
complaints?
8)
A) The reason for the original mistake should be given even if it does not reflect credit
on the company.
B) Readers are interested in your own process in making the decision.
C) While granting a positive response to a customer’s complaint, it is not necessary to
inform so in the first sentence.
D) The reason for the original mistake should be given only if it reflects credit on the
company.
Answer: D
Explanation: A)
B)
C)
D)
9) Which of the following would be the BEST strategy to follow in the opening paragraph
of a letter to clients announcing expanded hours?
9)
A) Apologize for still being closed on holidays.
B) State what the new hours will be and when they go into effect.
C) Explain how the expanded hours will affect clients.
D) Explain that the results of a recent survey indicate that a lot of people are unhappy
with the current hours.
Answer: B
Explanation: A)
B)
C)
D)
10) Which of the following is NOT suitable for summarizing? 10)
A) A conversation B) The minutes of an internal meeting
C) A dialogue with a client D) A team meeting
Answer: B
Explanation: A)
B)
C)
D)
11) One of the underlying purposes of a direct message is to: 11)
A) reduce future correspondence on the same subject.
B) build a good image of the reader.
C) build a good image of the writer’s organization.
D) de-emphasize any negative elements.
Answer: C
Explanation: A)
B)
C)
D)
3
12) Subject lines should be: 12)
A) a preview of the message.
B) positive regardless of the type of message.
C) full of details and figures.
D) composed before writing the message.
Answer: A
Explanation: A)
B)
C)
D)
13) To summarize a document: 13)
A) give all details.
B) provide the background information of the document.
C) evaluate the document, if your audience asks for evaluation.
D) give all the evidence for all the points of the document.
Answer: C
Explanation: A)
B)
C)
D)
14) Which of the following is required for summarizing a document? 14)
A) Give all the evidence for all the points of the document
B) Give supporting details
C) Always evaluate the document
D) Start with the first point of the document
Answer: B
Explanation: A)
B)
C)
D)
15) How long are most subject lines? 15)
A) Two to five words B) Three to seven words
C) Five to fifteen words D) Four to twelve words
Answer: B
Explanation: A)
B)
C)
D)
4
16) Which of the following is a feature of confirmations? 16)
A) They elaborate a conversation.
B) They should give only the information shared in written form.
C) They are usually for the record.
D) They should be started as a new message.
Answer: C
Explanation: A)
B)
C)
D)
17) A company is announcing that employees can now be reimbursed for tuition for courses
leading to Bachelor’s or Master’s degrees. Which of the following would be the BEST
subject line?
17)
A) Details on How You Can Be Reimbursed for Tuition for Courses Leading to
Bachelor’s and Master’s Degrees
B) Have You Thought About Going Back to School?
C) Tuition Reimbursement Policy
D) New Tuition Reimbursement Program
Answer: D
Explanation: A)
B)
C)
D)
18) Which of the following elements should NOT be present in informative messages? 18)
A) Clarity B) Brevity C) Courtesy D) Wordiness
Answer: D
Explanation: A)
B)
C)
D)
19) What is the BEST strategy for ending an informative letter to a new client? 19)
A) Apologize for not being able to provide a particular service that the reader has
inquired about.
B) Refer to your company’s future relationship with the reader’s organization.
C) Mention your company’s reputation in the field, to reassure the client that hiring
your company was a good choice.
D) Stress that the reader is welcome to call you anytime if more information is needed.
Answer: B
Explanation: A)
B)
C)
D)
5
20) One of the primary purposes of a direct message is to: 20)
A) give bad news to the reader.
B) build a good image of the writer’s organization.
C) increase future correspondence on the same subject.
D) give information to the reader.
Answer: D
Explanation: A)
B)
C)
D)
21) What information should you usually make sure to include in a positive or informative
message?
21)
A) Information about what action you want the reader to take
B) Information that will build goodwill for your company
C) Any reader benefits
D) Information about dates, places, and times
Answer: D
Explanation: A)
B)
C)
D)
22) Which of the following would be the BEST strategy to follow in the opening paragraph
of a memo announcing the decision to redecorate the company cafeteria and employee
lounge?
22)
A) State what areas will be redecorated and when the work will begin.
B) Explain the reason for the decision, so employees will have the necessary
background to understand the decision itself.
C) Build goodwill by acknowledging up front that employees will be inconvenienced
by not being able to eat in the cafeteria for about a month.
D) Stress that the decision has been made to benefit the employees.
Answer: A
Explanation: A)
B)
C)
D)
6
23) Which of the following is true about collection letters? 23)
A) They are usually unconvincing.
B) They become negative in the last stage.
C) They are negative throughout.
D) They become negative in mid-stage.
Answer: B
Explanation: A)
B)
C)
D)
24) Which of the following is a primary purpose of a direct message? 24)
A) To increase correspondence on the same subject
B) To build a good image of the writer
C) To reassure the reader
D) To give bad news to the reader
Answer: C
Explanation: A)
B)
C)
D)
25) In a summary of a conversation for internal use, PAIBOC analysis should be applied to
identify:
25)
A) who does what next. B) what was left to be decided.
C) who was absent. D) what was left to be discussed.
Answer: A
Explanation: A)
B)
C)
D)
SHORT ANSWER. Write the word or phrase that best completes each statement or answers the question.
26) Give three examples of ways to start a confirmation message. 26)
Answer: Many informative messages are for the record: they go to the other party in
the conversation to summarize the conversation. These messages should be
brief, and give only the information shared orally. Start the message by
indicating that it is a confirmation, not a new message:
1. As we discussed on the phone today
2. As I told you yesterday
3. Attached is the meeting schedule we discussed earlier today.
Explanation:
7
27) How should ideal instructions be written? 27)
Answer: Information on new procedures may generate hostility, since most of us are
reluctant to change. You can use placement, language, and font size for
effective emphasis. Instructions for complicated procedures (electronic
application, machine assembly) require diagrams right beside the text.
Explanation:
28) Explain summaries. 28)
Answer: You may summarize a team meeting, a dialogue with a client, or a
conversation, document, or outside meeting for colleagues or superiors.
(Minutes of an internal meeting are usually more detailed.)
In a summary of a conversation for internal use, apply PAIBOC analysis: to
meet your needs, and the needs of your audience, identify:
1. Who was present
2. What was discussed
3. What was decided
4. Who does what next
To summarize a document:
1. Start with the main point
2. Give supporting evidence and details
3. Evaluate the document, if your audience asks for evaluation.
Identify the actions that your organization should take based on the
document. Should others in the company read this blog? Should someone in
the company write a letter to the editor responding to this newspaper
article? Should your company try to meet with someone in the organization
who is the subject of the story?
Explanation:
29) List in order the five parts of the pattern for organizing informative and positive
messages.
29)
Answer: Present informative and positive messages in the following order:
1. Give any good news and summarize the main points.
2. Give details, clarification, and background. Present details in the order of
importance to the reader.
3. Present any negative elements as positively as possible.
4. Explain any reader benefits.
5. Use a goodwill ending that is positive, personal, and forward-looking.
Explanation:
8
30) Describe how a thank-you or congratulatory note has a positive effect on both the
reader and the writer.
30)
Answer: Sending a thank-you note recognizes and acknowledges a person’s
contribution. And when you recognize others, those people are more willing
to help you again in the future.
Thank-you letters are prompt and short. They need to be specific to sound
sincere. Most of us appreciate any sincere thank-you; when you put it in
writing, however, you demonstrate that you feel grateful enough to take the
time to write, and you give the recipient a record of your appreciation.
Congratulating someone sincerely and respectfully can build good feelings
between you and the reader, and enhance your own visibility.
Explanation:
TRUE/FALSE. Write ‘T’ if the statement is true and ‘F’ if the statement is false.
31) Shifting your emphasis away from the message to the reader suggests that serving the
reader is your real concern.
31)
Answer: True False
Explanation:
32) Goodwill endings should use standard invitations such as “Feel free to call”. 32)
Answer: True False
Explanation:
33) The first paragraph of a positive or informative message should give any good news and
summarize the main points of the message.
33)
Answer: True False
Explanation:
34) Reader benefits should be included in every type of informative message. 34)
Answer: True False
Explanation:
35) When responding to customer complaints, always give the reason for the original
mistake.
35)
Answer: True False
Explanation:
36) Using reader benefits in positive memos is insulting because readers are members of
your own organization and already know how things will benefit them.
36)
Answer: True False
Explanation:
37) The subject line should always be distinctly different than the information in the first
paragraph of the message.
37)
Answer: True False
Explanation:
9
38) If a message contains any negative elements at all, it cannot be classified as an
informative or positive message.
38)
Answer: True False
Explanation:
39) Informative memos should explain the reason a change is being made only if it is a
reader benefit.
39)
Answer: True False
Explanation:
40) If a writer is enthusiastic about an idea, it makes the message positive. 40)
Answer: True False
Explanation:
41) Informative memos do not need reader benefits. 41)
Answer: True False
Explanation:
42) Positive messages offer the ideal context to reassure customers and build goodwill. 42)
Answer: True False
Explanation:
43) An underlying purpose of any informative message is to prevent the need for further
correspondence on the same subject.
43)
Answer: True False
Explanation:
44) Even a simple informative or positive message usually has several purposes. 44)
Answer: True False
Explanation:
45) In an informative or positive message, details should be presented in the order of
importance to the writer.
45)
Answer: True False
Explanation:
10
Answer Key
Testname: C7
1) B
2) A
3) D
4) D
5) A
6) C
7) A
8) D
9) B
10) B
11) C
12) A
13) C
14) B
15) B
16) C
17) D
18) D
19) B
20) D
21) D
22) A
23) B
24) C
25) A
26) Many informative messages are for the record: they go to the other party in the conversation to summarize
the conversation. These messages should be brief, and give only the information shared orally. Start the
message by indicating that it is a confirmation, not a new message:
1. As we discussed on the phone today
2. As I told you yesterday
3. Attached is the meeting schedule we discussed earlier today.
27) Information on new procedures may generate hostility, since most of us are reluctant to change. You can
use placement, language, and font size for effective emphasis. Instructions for complicated procedures
(electronic application, machine assembly) require diagrams right beside the text.
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Answer Key
Testname: C7
28) You may summarize a team meeting, a dialogue with a client, or a conversation, document, or outside
meeting for colleagues or superiors. (Minutes of an internal meeting are usually more detailed.)
In a summary of a conversation for internal use, apply PAIBOC analysis: to meet your needs, and the needs
of your audience, identify:
1. Who was present
2. What was discussed
3. What was decided
4. Who does what next
To summarize a document:
1. Start with the main point
2. Give supporting evidence and details
3. Evaluate the document, if your audience asks for evaluation.
Identify the actions that your organization should take based on the document. Should others in the company
read this blog? Should someone in the company write a letter to the editor responding to this newspaper
article? Should your company try to meet with someone in the organization who is the subject of the
story?
29) Present informative and positive messages in the following order:
1. Give any good news and summarize the main points.
2. Give details, clarification, and background. Present details in the order of importance to the reader.
3. Present any negative elements as positively as possible.
4. Explain any reader benefits.
5. Use a goodwill ending that is positive, personal, and forward-looking.
30) Sending a thank-you note recognizes and acknowledges a person’s contribution. And when you recognize
others, those people are more willing to help you again in the future.
Thank-you letters are prompt and short. They need to be specific to sound sincere. Most of us appreciate any
sincere thank-you; when you put it in writing, however, you demonstrate that you feel grateful enough to
take the time to write, and you give the recipient a record of your appreciation. Congratulating someone
sincerely and respectfully can build good feelings between you and the reader, and enhance your own
visibility.
31) TRUE
32) FALSE
33) TRUE
34) FALSE
35) FALSE
36) FALSE
37) FALSE
38) FALSE
39) FALSE
40) FALSE
41) FALSE
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Answer Key
Testname: C7
42) TRUE
43) FALSE
44) TRUE
45) FALSE
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