chapter 7 - CHAPTER 7 WRITING ROUTINE, GOOD-NEWS, AND...

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CHAPTER 7 WRITING ROUTINE, GOOD-NEWS, AND GOODWILL MESSAGES Multiple choice 1. The three-step writing process includes all of the following steps except a. planning b. writing c. completing d. sending ANSWER: d. The three-step process includes planning, writing, and completing. DIFFICULTY: easy; PAGE: 160; OBJECTIVE: 1; TYPE: concept 2. In the planning stage of the three-step process, it is important that you a. analyze your purpose b. investigate the audience c. adapt your message to your readers d. all of the above ANSWER: b. Proofreading is part of the completing step. The other two are part of the writing step. DIFFICULTY: moderate; PAGE: 161; OBJECTIVE: 1; TYPE: concept 3. The strategy for making routine requests includes all of the following except a. state your request up front b. explain and justify your request c. adapt your request after receiving reader feedback d. request specific action ANSWER: a. Even though you expect a favorable response, instead of demanding an action, soften your request with words such as please . Open with a favorable tone. DIFFICULTY: moderate; PAGE: 161; OBJECTIVE: 2; TYPE: concept 4. Which of the following is not correctly punctuated? a. Would you please complete the report by next Friday? b. Will you have time to complete the report by next Friday? c. The report will be completed by Friday. d. Would you please bring me the report once it is finished. 106
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Chapter 7: Writing Routine, Good-News, and Goodwill Messages ANSWER: a. A polite request in question form does not need a question mark. A direct question does need a question mark. DIFFICULTY: difficult; PAGE: 161; OBJECTIVE: 2; TYPE: application 5. In the body of your request you should a. use an indirect approach b. explain and justify your request c. provide contact information d. all of the above ANSWER: b. After you have stated your request in the opening, you should then explain and justify your request in the body of the message. DIFFICULTY: difficult; PAGE: 161; OBJECTIVE: 2; TYPE: concept 6. When listing a series of questions, you should a. ask the most important questions last b. ask only relevant questions c. ask as many questions as possible to avoid having to send another message d. all of the above ANSWER: b. You should put important questions first, ask only relevant questions and don’t overwhelm your reader with extra questions. Deal with one topic at a time. DIFFICULTY: moderate; PAGE: 161; OBJECTIVE: 2; TYPE: concept 7. When making a claim or requesting an adjustment, your closing should a. clearly state how angry and disappointed you are b. explain the specific details of the problem c. request a specific action to resolve the situation d. all of the above ANSWER: c. The tone should be professional rather than angry and the details go in the body, not in the closing. DIFFICULTY: difficult; PAGE: 166; OBJECTIVE: 3; TYPE: concept
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chapter 7 - CHAPTER 7 WRITING ROUTINE, GOOD-NEWS, AND...

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