chapter 6 - CHAPTER 6 WORKING WITH LETTERS, MEMOS, AND...

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88 CHAPTER 6 WORKING WITH LETTERS, MEMOS, AND E-MAIL MESSAGES Multiple choice 1. Internal communication refers to the a. communication you have in your head with yourself b. exchange of information and ideas within an organization c. information that you are able to tell outsiders about the company d. ability of a company to communicate with its customers ANSWER: b. Internal communication is the communication between the members of an organization. DIFFICULTY: easy; PAGE: 131; OBJECTIVE: 1; TYPE: concept 2. For routine, internal communication you should use a. memos b. e-mail c. letters d. all of the above e. a and b only f. b and c only ANSWER: e. For routine, internal communication use memos and e- mail. Letters are for more formal, external communication. DIFFICULTY: moderate; PAGE: 131; OBJECTIVE: 1; TYPE: application 3. External communication a. carries information into and out of an organization b. occurs between employees and their supervisors c. primarily is seen in memos d. all of the above ANSWER: a. External communication occurs between companies and their customers, vendors, distributors, competitors, investors, journalists, and community. DIFFICULTY: easy; PAGE: 131; OBJECTIVE: 1; TYPE: concept
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Chapter 6: Working With Letters, Memos, and E-Mail Messages 89 4. E-mail can be used for external communication a. in response to e-mail messages that you receive b. only for formal documents that you need to keep a record of c. in response to letters your customers have sent d. all of the above ANSWER: a. It is all right to use e-mail to respond to an external e- mail, but do not use it for formal documents or for customers who prefer letters. DIFFICULTY: moderate; PAGE: 130; OBJECTIVE: 1; TYPE: application 5. In addition to conveying a message, external communication helps employees a. create a favorable impression of their company b. respond to crises c. gather useful information and feedback d. all of the above ANSWER: d. All of these are important functions of external communication. DIFFICULTY: moderate; PAGE: 131; OBJECTIVE: 1; TYPE: application 6. In a business letter the inside address a. appears at the top of the page as part of the letterhead b. identifies the person receiving the letter c. contains the sender’s address d. all of the above ANSWER: b. The inside address gives the receiver’s address. The sender’s address should be in the letterhead. DIFFICULTY: easy; PAGE: 131; OBJECTIVE: 2; TYPE: application 7. Memos should include all of the following sections except a. to b. from c. subject d. salutation ANSWER: d. memos open with to, from, subject. They do not have salutations.
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Chapter 6: Working With Letters, Memos, and E-mail Messages 90 DIFFICULTY: moderate; PAGE: 131; OBJECTIVE: 2; TYPE: application 8. Memos should not include a. a signature b. a salutation c. multiple topics d. all of the above ANSWER: d. Signatures and salutations are for letters and e-mails; multiple topics are better addressed in separate memos or in reports. DIFFICULTY: moderate; PAGE: 132; OBJECTIVE: 2; TYPE: concept
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chapter 6 - CHAPTER 6 WORKING WITH LETTERS, MEMOS, AND...

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