11. Phase 3 of the three-by-three writing process begins with doing what first? Revising the message to improve content and sentence structure. The revision stage is

your chance to make sure your message says what you mean. 2. Which of the following statements about phase 3 in the writing process is most accurate?

Although the composition process differs for individuals and situations, the final phase of the writing process should occupy a significant share of the total time a writer spends on a message.

Rarely is the first or even second version of a message satisfactory. Only amateurs expect writing perfection on the first try.

Some writers prefer to revise as they go—particularly for shorter business documents. When you finish a first draft, plan for a cooling-off period before revising it.

3. In the next sentence you need to tell me what it is to eliminate to make the sentence correct Eliminate flabby expressions

o Example: As a general rulegenerally; In the near futuresoon; Despite the fact that although

Limit long lead ins: Delete unnecessary introductory words. The “meat” of the sentence often follows the words “that” or “because.” Ex. Eliminate “I am sending b/c…”, “I am writing b/c…”

Dropping unnecessary there is/are and it is/was fillers Ex. There was an unused computer in the back an unused computer was in the back

Rejecting redundancies: Expressions that repeat meaning or include unnecessary words are redundant. Ex. adequate enough = enough; repeat again = repeat

Purging empty words Ex. Case, degree, the fact that, factor, nature, and quality .

o Also avoid saying the obvious. Delete clauses beginning with that, which, and who.

4. In this sentences, what it is that you need to eliminate to make them correct. Eliminate flabby expressions

o Example: As a general rulegenerally; In the near futuresoon; Despite the fact that although

Limit long lead ins : delete unnecessary introductory words. Ex. Eliminate “I am sending b/c…”, “I am writing b/c…”

Dropping unnecessary there is/are and it is/was fillers Ex. There was an unused computer in the back an unused computer was in the back

Rejecting redundancies Ex. adequate enough = enough; repeat again = repeat

Purging empty words Ex. Case, degree, in fact, factor, nature, and quality

5. In this sentences, what it is that you need to eliminate to make them correct. Eliminate flabby expressions

o Example: As a general rulegenerally; In the near futuresoon; Despite the fact that although

Limit long lead ins: Delete unnecessary introductory words Ex. Eliminate “I am sending b/c…”, “I am writing b/c…”

Dropping unnecessary there is/are and it is/was fillers Ex. There was an unused computer in the back an unused computer was in the back

Rejecting redundancies Ex. adequate enough = enough; repeat again = repeat

Purging empty words Ex. Case, degree, in fact, factor, nature, and quality

6. If you are in the revision process, what is it that you can do to make your message immediately understood by the reader?

A clear message is one that is immediately understood. Check clarity by:

o Keep it short and simple: Resist the urge to show off or be fancy. One way to achieve clear writing is to apply the familiar KISS (keep it short and simple) formula. Use active-voice sentences that avoid indirect, pompous language.

o Dumping trite business phraseso Dropping clichés and slang: Clichés are expressions that have become exhausted

by overuse. They lack not only freshness, but also clarity. Slang is composed of informal words with arbitrary and extravagantly changed meanings.

o Unburying verbs: Buried verbs are those that are needlessly converted to wordy noun expressions. This happens when verbs such as acquire, establish, and develop are made into nouns. Such nouns often end in –tion, -ment, and –ance.

o Controlling exuberance: Occasionally we show our exuberance with words such as very, definitely, quite, completely, extremely, really, actually, and totally. These intensifiers can emphasize and strengthen your meaning. Overuse, however, sound unbusinesslike. Control your enthusiasm and guard against excessive use.

7. If you’ve just written an e-mail message to a colleague and you want to make sure that it is immediately understood, what is the best thing to do?

A clear message is one that is immediately understood. Check clarity by:

o Keep it short and simple: Resist the urge to show off or be fancy. One way to achieve clear writing is to apply the familiar KISS (keep it short and simple) formula. Use active-voice sentences that avoid indirect, pompous language.

o Dumping trite business phrases: Keep your writing fresh, direct, and contemporary by skipping such expressions as “enclosed please find” and “pursuant to your request.”

o Dropping clichés and slang: Clichés are expressions that have become exhausted by overuse. They lack not only freshness, but also clarity. Slang is composed of informal words with arbitrary and extravagantly changed meanings.

o Unburying verbs: Buried verbs are those that are needlessly converted to wordy noun expressions. This happens when verbs such as acquire, establish, and develop are made into nouns. Such nouns often end in –tion, -ment, and –ance.

o Controlling exuberance: Occasionally we show our exuberance with words such as very, definitely, quite, completely, extremely, really, actually, and totally. These intensifiers can emphasize and strengthen your meaning. Overuse, however, sound unbusinesslike. Control your enthusiasm and guard against excessive use.

o Keep your message simple and conversational.Use plain language.Resist the urge to show off or be fancy.

8. Which of the following are goals of business writing? A goal of business writing is to express, not to impress. A goal of business writing is to keep your writing concise and simple. Business writing should not sound too formal; first-person pronouns and contractions are

acceptable. A goal of business writing is to keep it short and simple.

9. Which of the following sentences sound conversational? Ex. Thanks for your help last week.

o Should sound warm, not formal and stuffy10. Which of the following sentences does not contain a verb that has been converted into a noun?

Ex. The jury concluded that the defendant was guilty. Buried verbs are those that are needlessly converted to wordy noun expressions.

o Examples include: conduct a discussion of; create a reduction in; engage in the preparation of; give consideration to; make an assumption of; make a discovery of; perform an analysis of; reach a conclusion that; take action on.

11. If I said, “conduct a discussion of”, this is an example of? A buried verb…[Imperative (command) mood]

12. This next question, I give you four situations and you tell me which one is most appropriate for sending e-mails.

E-mail is most appropriate for short messages. It is inappropriate for sensitive, confidential, or lengthy documents

13. If you are on a marketing team and you have members located in several states and you are going to be sending documents back and forth to each other, which of the following is the best channel for doing that – which of the following is the best for sending back and forth to different members in different states?

14. Which of the following is the best subject line for an e-mail message? Should be a summary of main idea, and it should contain an action verb.

o Ex: Sales Meeting on January 30 A bad subject line has dangerous words like “important” or “problem.”

15. What is it that we are looking for in an E-mail?

16. What is the best advice you could give someone who will be using e-mails at work as their primary communication source?

E-mail messages should cover just one topic and should be kept under three screens in length,Begin all e-mail messages with a greeting. In addition to being friendly, a greeting provides a visual cue marking the beginning of the message.When typing the body of an e-mail message, use standard caps and lowercase letters; never use all uppercase or lowercase characters.Typing your name at the bottom of an e-mail message is mandatory.

Even though the purpose of an e-mail message is summarized in the subject line, that purpose should be restated—and amplified—in the first sentence.

A good e-mail message generally discusses only one topic. Most e-mails cover nonsensitive information that can be handled in a straightforward

manner. The closing is where readers look for deadlines and action language.

17. If you are sending a message to a lot of receivers, but you don’t want all the receivers to know who all got the message, how do you place the receivers in the e-mail message?

Put the addresses in the Bcc slot18. What is the best advice for formatting e-mail messages?

Try to keep the total message under three screens in length. Do not justify the right margins. Research has shown that “ragged-right” margins in

printed messages are easier to read. Single-space within paragraphs and double-space between paragraphs. Memos do not end with complimentary closes or signatures. A memo should always include a subject line. Good Advice:

When readers open an e-mail message and look at the first screen, they should see the most significant part of the message.Don’t use e-mail to avoid contact; some things are better done in person.To make sure you get e-mail addresses right, use your electronic address book.Every message is a corporate communication that can be used against you or your employer.

19. What is the best practice when sending an e-mail message? Good Advice: When readers open an e-mail message and look at the first screen, they should see the

most significant part of the message. Don’t use e-mail to avoid contact; some things are better done in person. To make sure you get e-mail addresses right, use your electronic address book. Every message is a corporate communication that can be used against you or your

employer.

20. What is the worst advice you could give someone for sending e-mail messages? To be most efficient, use e-mail to avoid personal contact

21. Which of the following services allow you to send instant messages (IM’S)? AOL’s Instant Messenger Yahoo Messenger Google Talk Jabber Microsoft’s Windows Live Messenger

22. What is the most accurate statement about using instant messaging and texting at work? Instant messaging is becoming a permanent and powerful communication tool in the

workplace. Before using IM on the job, you should check with your supervisor for approval;

find out whether your company has rules about using IM.

Instant messaging is available on desktop computers, mobile phones, and handheld devices.

Instant messaging allows real-time communication with colleagues anywhere in the world.

23. Which of the following electronic messages practices could get you fired? Sending sexually explicit or offensive jokes to your coworkers. Posting offensive blog content. Spending too much time sending and receiving personal IM’s and e-mail messages

24. Why are employers concerned about employees’ use of media? Less working/productivity issues

25. I give you four examples and you need to explain which one of these would be better to do face-to-face than using e-mail

Emails are used forShort messagesSet up appointmentsDistributing documentsGiving updatesRequesting informationGetting answers to specific questionsDocumenting conversations when a paper trail is needed

Used for immediate or internal audience Ex. for face to face: Morgan has had a disagreement with a colleague over how to

introduce the company’s new product26. If you are writing a recommendation for a former employee, what is the best channel to use to send it to the potential employer?

Business Letter

27. Which of the following examples is the best way to show appreciation? Ex. I appreciate this information because it will allow me to make an effective decision

about which plan to choose. Avoid just a “Thank you”, thanking in advance.

28. Which of the following instruction sin in the imperative mood? Ex. Send the contact immediately; load the software first; survey employees to learn the

options they prefer We usually use this mood when we need something done in a certain order as quickly as

possible29. Which of the following is the best example of a situation justifying a direct claim by you?

Ex. The transmission in your car gave out within the warranty period. Ex. A shipment arrived two weeks after it was promised. Ex. Your credit card was billed twice for a purchase you made. Something reader will immediately agree with.

30. Which of the following statements about direct claims is most accurate? Written claims are taken more seriously than claims made by phone. Straightforward claims are those to which you expect the receiver to agree readily;

therefore, they do not require persuasion.

When you have a claim, your first action may be a telephone call or a visit to submit your claim.

Straightforward claims use a direct approach.31. Which of the following is the best closing for a direct claim?

Avoid trite closings such as “Thank you in advance for your consideration” in a business letter.

Straightforward closing tells exactly what is to be done and provides an end date. Closing can’t be too threatening and is unnecessary in a straightforward claim letter. The closing needs a specific end date rather than the indeterminate “as soon as possible.” Ex. please credit $20 to my account by March 31, when my next billing cycle begins.

32. What is the most accurate statement about good-will messages? Goodwill messages are still used and appreciated in today’s society. The personal sentiments of the sender are always more expressive and more meaningful

to readers than are printed cards. Goodwill messages carry the hidden message that you care and that you consider an

event to be important. Many communicators are intimidated when they must write goodwill messages and find

writing them more difficult than writing ordinary business documents. Goodwill messages should be:

o Selfless: focus message on receivero Specific: talk about certain eventso Sincere: words should represent your true feelings

Spontaneous: be fresh and enthusiastic Short

33. What should you consider when writing an international business message? International business letters should conform to the conventions of the receiver’s country.

34. Which of the following statements about formatting international business messages is most accurate?

If a letter is important, have someone familiar with local customs read and revise it. The placement and arrangement of letter addresses and closing lines in business letters

vary greatly; you should research local preferences before writing. To be safe, spell out the names of months instead of using figures.

In some countries business letters are handwritten and single- or double-spaced.

35. Which of the following is the best example of an effective buffer? Buffer: device to reduce shock or pain Be neutral but meaningful Relevant and concise and provide a natural transition to the explanation that follows

o Avoid sayings like “thank you for your letter” Something that your audience will agree with right away. Sports and weather would NOT

be good because it is challengeable. 36. Which of the following is the best closing for a bad-news letter?

Close with a pleasant statement that promotes goodwill May include

o Forward look

Ex. Thanks for your bid. We look forward to working with you when future projects demand your expertise

o Alternative follow-up (or compromise) Ex. Although we cannot honor that rate, we are offering a special half price rate for $425

to those who respondedo Good wishes

Ex. we appreciate your interest and we give you best wishes in ….o A reference to an enclosed coup, certificate, or other freebies

Ex. B/c we want you to…, we will enclose… Resale or sales promotion information

Ex. These workstations are in demand. To help you locate accessories, go to … where they have …

Ex. we wish you the best in your job search 37. How is the best way to decline an invitation?

Don’t just decline give reasons as to why you can’t make it. Soften refusal Implied Ex. Although I’m already booked the night of your dinner, I would be happy to

speak to your organization sometime next year.38. Which of the following statements is correct regarding indirect vs. direct methods?

When to use direct strategy (deliver news first)o When bad news is not damagingo When the receiver may overlook the bad newso When the organization or receiver prefers directnesso When firmness is necessary

When to use the indirect strategy (broken gradually)o When bad news is personally upsettingo When the bad news will provoke a hostile reaction o When bad news threatens

Ex. In writing to a customer about a problem with an order, it is generally wise to use the direct pattern if the message has some good-news elements.

39. If you are denying a request by one of your employees, which of the following is an effective way to do that?

Do it indirectly if don’t know how receiver is going to reactImplied (don’t state it)

Ex. B/c sales are declining; we are forced to look harder into donations40. What is the best subject line for a memo delivering bad news to employees?

Shouldn’t say directly bad news, or warn of bad news. Can’t be vague either Ex. Change in Parking Benefit

41. What is the most accurate statement about persuasion? For all businesspeople, persuasion is a critical skill. Much of your success in business depends on how skilled you are at persuading

people to believe, accept, and act on what you are saying. Using coercion to persuade is a negative tactic that is ineffective and unethical. If you lack credentials or experience, use testimonials, expert opinions, and research to

support your position.

42. Which of the following is the most accurate statement about organizational patterns? Don’t offer new ideas, directives, or recommendations for change until your audience is

prepared for them. Receivers will respond better to the indirect organizational strategy. If you are asking for something that you know will be approved, little persuasion is

required. Thus, you would make a direct request. When you expect resistance or when you need to educate the receiver, the indirect pattern

often works better. When you talk upwards, soften your words.

43. How is the best way to establish credibility with your audience? Establish your expertise, engender trust

44. The next questions, I give you a statement and you need to determine whether it is an example of four things – either logical reasoning, circular reasoning, begging the question or post hoc.

Logical reasoning: a course of reasoning aimed at demonstrating a truth or falsehood Circular reasoning: a use of reason in which the premises depends on or is equivalent to

the conclusion Ex. Not wearing your seat belt is dangerous to drivers and passengers because it is unsafe Ex. Richardson is the most successful mayor the town has ever had because he's the best mayor of our history.”

Begging the question: Statement that refers to its own assertion to prove the assertion Ex. Our dishonest accountant should be fired Ex. That dishonest CEO should be replaced

Post hoc: Ex. The company switched to team based management, and its stock price rose immediately afterward Ex. The company added a wellness program, and four managers were promoted immediately afterward

45. The next questions, I give you a statement and you need to determine whether it is an example of four things – either logical reasoning, circular reasoning, begging the question or post hoc.

Logical reasoning: a course of reasoning aimed at demonstrating a truth or falsehood Circular reasoning: a use of reason in which the premises depends on or is equivalent to

the conclusion Ex. Not wearing your seat belt is dangerous to drivers and passengers because it is unsafe Ex. Richardson is the most successful mayor the town has ever had because he's the best mayor of our history.”

Begging the question: Statement that refers to its own assertion to prove the assertion Ex. Our dishonest accountant should be fired Ex. That dishonest CEO should be replaced

Post hoc: Ex. The company switched to team based management, and its stock price rose immediately afterward

Ex. The company added a wellness program, and four managers were promoted immediately afterward

46. What would be considered a strong motivator that encourages ethical behavior? Desire to preserve your reputation and credibility Your opinion of yourself Strong motivator would be to stay out of jail.

47. If I needed to get a busy executive to visit this class, what would be an example of a direct benefit that I could use to make that happen? Which of the following examples would be something that would be considered a direct benefit that I could give to this person to get them to come?

Direct benefit: like giving them cash or a gift basket. Something they can lay hands on. You get the benefit immediately.

48. When writing a claims letter to a company, you are going to be more successful if you do which of the following?

Appeal to the company’s sense of responsibility and pride in its good name Threats and other negative tactics are usually less effective in persuasive adjustment

letters than appeals to the company’s sense of responsibility and pride in its good name. Explaining why your claim is legitimate by covering the highlights of what happened will

be more effective than a long, fact-filled account of what went wrong.49. Which of the following will require persuasion within an organization?

EX: An employee proposes an on-site childcare facility to the company’s board of directors.

If it is “mandatory” or a “requirement” it will need persuasion.50. Which of the following examples of talking downward from the superior?

Instructions or directives moving downward from superiors to subordinates usually require little persuasion and should follow the direct pattern, with the purpose immediately stated

Ex. Employers requesting that employees participate in a charity 5K run that takes place outside of work hours

Example: Effective 1st of November, there’s going to be a 10% reduction in health benefits.