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Exam 6: Delivering Good and Neutral News Messages

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Question 31

True/False

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Depending on the situation,a thank-you message can be handwritten,printed on letterhead,or sent electronically.

A) True
B) False

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verified

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Question 32

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

A) True
B) False

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verified

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Question 33

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Shaneka is writing a message to an intercultural audience to explain the short-term goals of the organization.Which of the following should she NOT use when writing for her audience?

Selection of the deductive or inductive method of organizing business messages depends on the probable reaction of the receiver to the message.

You have just received your cell phone bill,and realized that you have been charged this month and for several previous months for a calling feature you did not authorize.You called the cell phone provider but were told that only the charge for this month can be credited.You are planning to write a letter to get your bill adjusted.What tone should your letter have? Why?

What questions should you ask yourself in order to determine an appropriate communication channel for a particular message?

Persuasive requests differ from routine requests in that

When writing complex procedures that should be completed in a particular order,which method is BEST?

Cookie blocking will prevent unwanted tracing of your computer activities while allowing subscribed online services to continue operating.

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

Your staff has worked hard to successfully complete a project for a large advertising client.Which of the following is the BEST way for you to express thanks to the staff?

Which of the following is NOT an advantage of the deductive sequence approach for a good-news message?

The three steps in the deductive strategy used for good- and neutral-news messages indicate the requirement for a three-paragraph document format.

List the steps in the deductive outline used for good- and routine-news messages.Explain why the deductive outline is recommended for these messages.

As compared to letters,memos and email are channels for sharing information of a somewhat ____ nature.

An advantage of the deductive organization of good- or neutral-news messages is that it helps receivers save time because they can understand the important idea and then move rapidly through the details.

Which is the recommended format for writing the date of February 10,2011,in an international business document?

Crafting an Effective Claim Request Analyze the following routine claim letter and make needed revisions. Dear Mr.Ortiz: Eight months ago,I purchased the Wireless-G Broadband Router (2.4 GHz),Model No.WRT54G,from your company.After only eight months of use,it no longer works.It quit working while I was in the middle of a huge project,and the delay cost me hundreds of dollars. Since this product came with a year warranty,I am upset that it quit working after less than a year.It must be defective.I have the receipt for purchase and want a replacement immediately.The router problem has already cost me time and money.If I don't receive a replacement or refund immediately,I will not buy your products in the future. Please send a replacement router via express delivery to the address on this letterhead. Thank you.

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

Ignacio is asking for a refund or a replacement for a recently purchased malfunctioning DVD player; his request for the refund or replacement would be considered a