BUSINESS COMMUNICATIONS

CHAPTER 6 REVIEW

FILL-INS

1. Messages that suffer from problems with content, grouping, or sequence lack good __________.
2. In a well-organized message, the subject and __________ are clear, and all information is related to them.
3. An __________ or a schematic diagram will help you visualize the relationship among parts of a message.
4. The __________ between ideas help audiences understand how your thoughts are related.
5. One schematic approach to planning a message is the __________ __________.
6. In the __________ approach to organizing a message, the main idea comes first, followed by the evidence.
7. In the __________ approach to organizing a message, the evidence comes first, and the main idea comes later.
8. The __________ approach is effective for messages that will either please the reader or cause no particular reaction.
9. The __________ approach is best for bad-news and persuasive messages.
10. __________ reports or presentations are messages designed to impart nothing more than facts.
11. You can vary your __________ (sentence structure and vocabulary) to achieve a suitable __________ (overall impression).
12. Using a __________ attitude allows you to establish empathy with your audience.
13. Instead of using harsh, unpleasant terms, use mild words, or __________.
14. When you communicate with people outside your organization, you need to be sure to project the right __________ for your company.

MULTIPLE CHOICE

1. Which of the following is not one of the common faults responsible for most of the organizational problems in business messages?
   • The writer includes irrelevant material.
   • The writer gets to the point too soon.
   • The writer presents ideas in illogical order.
   • The writer leaves out necessary information.
2. One of the basic rules of good organization is that
   • all of the information is related to the subject and purpose of the document.
   • the main points are in chronological order.
   • the document has a "you" attitude.
   • the document follows the direct plan.
3. One purpose of good organization in business messages is to
   • impress the audience.
   • keep employers happy.
   • improve the likelihood that the audience will understand the information.
   • give the sender satisfaction for a good job well done.
4. Which of the following is not one of the benefits of a well-organized message?
   • It makes the message more acceptable to the audience.
   • It saves the audience's time.
   • It ensures that the audience will agree with the message.
   • It helps the audience understand the message.
5. Eliminating superfluous information from your message will
   • result in a dry, boring message.
   • save the audience's time.
   • make the message seem incomplete.
   • do all of the above.
6. Achieving good organization is a two-step process: defining and grouping ideas and then
   • establishing the sequence of ideas.
   • writing the first draft.
   • defining the purpose.
   • choosing the channel and medium.
7. An outline
   • is the only valid method for organizing the information in a business communication.
   • is unnecessary for most kinds of business messages.
   • is the best technique for helping you establish both your purpose and your main idea.
   • can be as simple as jotting down three or four points on the back of an envelope.
8. When preparing an "organization chart" to help organize a message, you begin with
   • the main idea.
   • the major points.
   • supporting evidence.
   • whatever you want to begin with.
9. Everything in a well-written business message
   • is included in the outline.
   • either supports the main idea or explains its implications.
   • is entertaining.
   • does all of the above.
10. The specific evidence included in a business message
    • is as abstract as possible.
    • is minimal if your subject is complex or unfamiliar.
    • is enough to be convincing but not so much that it is boring.
    • is all of the same type, such as examples or statistics.
11. Which of the following is not a type of detail used to support a major point in a message?
    • facts and figures
    • visual aids
    • case examples
    • the "you" attitude
12. It is better to use the indirect approach if your audience will
    • have a positive reaction.
    • be neutral about what you have to say.
    • be displeased by what you have to say.
    • be above you in the hierarchy.
13. When writing a direct request to an interested and willing audience, you
    • start with an attention-getter to capture the audience's interest.
    • use a buffer in the first paragraph, and take the time to introduce your request gradually.
    • explain the details of your request immediately, then lead up to your main point.
    • start with the main point, and then follow up with specific details of the request.
14. It is preferable to use the direct approach with
    • routine, good-news, and goodwill messages.
    • bad-news messages.
    • persuasive messages.
    • all of the above.
15. When you have bad news to convey, it is a good idea to
    • put the bad news at the beginning of your message, thus getting it out of the way immediately.
    • begin with a neutral statement that leads to the bad news gradually.
    • put the bad news at the very end of your message.
    • put off communicating the bad news in hopes the person will get the bad news from someone else.

TRUE/FALSE

1. Routine messages call for the direct approach.
2. The most persuasive messages are those that take the direct approach.
3. In general, the direct approach is used for informational reports and presentations.
4. Analytical reports and presentations are designed to lead the audience to a specific conclusion.
5. Analytical reports can be arranged sequentially, chronologically, spatially, geographically, or categorically.
6. Once you prepare your outline, you do not deviate from it when writing the draft.
7. When preparing your first draft, you are not concerned about style or tone.
8. When addressing a message to someone of higher rank, it is best to keep a respectful tone.
9. Enlivening business messages with humor will always please your readers, especially if they don't know you very well.
10. When writing memos to higher-level employees, flattery is recommended.
11. Bragging about your company's accomplishments can be offensive to readers.
12. The "you" attitude refers to your always keeping in mind how business communication will ultimately affect your career.
13. You cannot overdo the "you" attitude.
14. Any use of the word "you" in a business communication is an indication of the "you" attitude.
15. The "you" attitude is avoided when you are assigning blame for a problem.
16. Emphasizing the positive side of your message shows sensitivity to your audience.
17. When someone makes a mistake, you avoid dwelling on his or her failure and instead focus on how the person can improve.
18. Avoid using euphemisms because they are inherently dishonest.
19. Your audience's belief in your competence and integrity is not important; it is the content of your message that counts.
20. To build credibility, promise only what you can do and then do what you promise.
21. Giving your readers general compliments such as "You are doing a great job" will enhance your credibility with them.
22. Being too modest can reduce your credibility with your audience.
23. Even when dealing with someone who has made you angry and frustrated, you maintain a polite, courteous tone.
24. Written communication generally requires more tact than oral communication.
25. Most managers accept the first draft of letters and memos written for them by subordinates, and rarely do such messages need more than one revision.

Last Update: 9/07/01
Web Author: Angie Chittick
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