When deciding how do you begin a routine inquiry message you should base your objective on ______?

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What is the first step in writing a message?

analyze audience

When using organizational patterns, what question do you want to ask?

What will my readers response be?

If it is is neutral message, you want to use what order?

Direct Order

Which of the following is perceived as neutral communication?

Routine messages
Persuasive messages
Crisis communications
Bad news messages
Negative messages

Routine messages

If the reaction of the target audience is likely to be _____, your best approach is a direct one.

neutral
negative
aggresive
unwelcome
biased

neutral

A good-news or neutral message must begin with a(n):

we-viewpoint.
objective.
fragmented phrase.
cluttered phrase.
writer-centered approach.

objective

Which of the following guidelines should be followed when writing good-news and neutral messages?

-The message must end with an appropriate friendly comment as in a face-to-face conversation.
-If the message contains many questions, all of them should be grouped together at the beginning of the message.
-The message must be written in the we-viewpoint.
-The message should use the indirect approach of organizing the content.
-If the message contains many questions, all of them should be grouped together in a single paragraph.

The message must end with an appropriate friendly comment as in a face-to-face conversation.

Which of the following guidelines should be followed when writing a routine inquiry?

The opening of the message should focus on the main objective.

Which of the following is the most appropriate beginning for a typical routine inquiry message?

A direct question or request

The opening of the routine inquiry should focus on the main objective. Routine inquiries usually open in one of two ways: (1) with a _________ or (2) with a ___________ to orient the reader, followed by the request or question.

direct question or request, brief statement

You should begin a good-news or neutral message with ______ and end the message with some appropriate ________ as you would end a face-to-face communication with the reader.

an objective, friendly comment

A good-news or neutral message must begin with an _______ If you are seeking information, start by asking for it. If you are giving information, start giving it. Whatever your key point is, _____ with it.

objective, lead

When determining your message's basic plan, a good beginning is to assess your reader's _________ to what you have to say. If the reaction is likely to be positive or even neutral, your best approach is likely to be a direct one.

probable reaction

Most business messages are those that solve everyday business problems—requesting information, providing information, announcing good news, or communicating about matters that are a routine part of a company's culture and work. As a result, audiences receive these messages as ______________

good-news or neutral communication.

What is the advantage of providing background information and orienting statements in a routine inquiry?

They help soften the tone if the opening question sounds demanding.

If you think your reader would need or appreciate some background information or an orienting statement, provide one. This information helps reduce any _______ that a direct opening question might have and can help soften the tone if the direct opening question sounds demanding or blunt.

startling effect

If a routine inquiry involves only one question, it is best to:

ask the question immediately and then move to a goodwill ending.

If you are seeking information in a routine inquiry, you should start by _______. If you have only one piece of information you are seeking, you could begin with your ________.

asking for it,specific question.

Which of the following is a way of effectively structuring questions?

Place questions in different paragraphs.

Which of the following sentences will be most effective in attracting attention in a routine inquiry?

Could you please send the following information regarding...

Using _______ for every question whenever your explanation and other comments about each question justify a paragraph is a good way of structuring questions.

separate paragraphs

Sentences that merely hint at a need for information do not attract much attention. The questions that stand out are those written in _______. This beginning is most direct and lets the reader know what he/she can expect in the message.

question form

Which of the following best illustrates a favorable response message?

As you requested in your July 1 message, following is a summary of our experience with Safeco.

The statement "As you requested in your July 1 message, following is a summary of our experience with Safeco" moves beyond mere _______of a previous message. It specifically states what information the reader can expect in the remainder of the message.

acknowledgement

Which of the following should be done when answering many questions in a favorable response message?

Tell the reader that you are complying with his/her request.

Which of the following is a method of making answers stand out in a response to more than two questions?

Place the answers in different paragraphs or number them.

If you are answering ________ questions, the body of your message becomes a series of answers. You should order them logically, perhaps answering the questions in the order your reader used in asking them. Or you may decide to arrange your answers by paragraphs so that each stands out clearly.

two or more

Which of the following is true of acknowledgements?

They are mostly routine.

________ are sent to let people who order goods know the status of their orders. Most acknowledgments are routine. They simply tell when the goods are being shipped. Skillfully composed acknowledgments can do more than acknowledge orders, though this task remains their primary goal.

Acknowledgments

Which of the following guidelines should be followed when writing order acknowledgement messages?

End the message on a goodwill note.

________ messages should ideally begin with good news and should end on a goodwill note. Anything else you can say that will be helpful to the reader is appropriate like information about new products, services, or opportunities for the reader.

Acknowledgment

Sometimes the task of acknowledging is complicated by your inability to send the goods requested right away. In such cases, you should:

use positive language.

Which of the following guidelines should be followed when writing a thank-you message?

The message should be brief and direct.

Claim messages primarily involve:

unfulfilled customer expectations.

Claim messages are not about routine circumstances and because they involve unhappy news, many are written in the _______ approach.

indirect

Which of the following words is most likely to compromise the chance of a speedy claim adjustment?

Complaint

When writing a claim for issues where you anticipate that the reader will grant an adjustment of your claim, you may use the direct approach. By keeping your tone ________, you preserve your reader's goodwill. If you use words such as complaint or disappointment, you will compromise your chances of receiving an adjustment quickly.

objective and professional

Which of the following should form the closing of a direct claim?

An expression of goodwill.

The direct claim should open with a polite but direct statement of what you need. The body of the direct claim should provide the reader with any information he or she might need to understand your claim. Your close should end with an expression of _______.

goodwill.

When you grant an adjustment:

you are doing what you were asked to do.

When you can grant an adjustment, the situation is a happy one for your customer. You are correcting an error. You are doing what you were asked to do. A message written in the _______ is appropriate.

direct order

Which of the following adjustment-grant messages presents its contents in the most positive way?

Since your satisfaction with our product is important to us, we thoroughly checked the machine.

The opening, "Since your satisfaction with our product is important to us, we thoroughly checked the machine" steers clear of using negative words or blaming the reader. When you grant an adjustment, the situation is a happy one for your customer. Because the situation stems from an unhappy experience, you have to overcome any negative impressions caused by the experience. You can attempt to do this using words that produce______.

positive effects.

Which of the following guidelines should be followed when granting an adjustment?

You should explain the situation to the customer in the case of rare and unavoidable events.

In the context of ________, except in cases in which the cause of the difficulty is routine or incidental, you will need to regain the reader's lost confidence. If something can be done to correct a bad procedure or a product defect, you should do it. Then you should tell your reader what has been done as convincingly and positively as you can. If what went wrong was a rare, unavoidable event, you should explain this.

adjustment grants

Moderately formal internal operational messages typically begin with _____.

a topic statement

The most common arrangement of moderately formal internal operational messages begins with the most important point and works down. Thus, a typical beginning sentence is a ________ statement.

topic (theme)

What is a direct order message comprised of?

1. Opening--objective
2. Body--additional information
3. Closing--goodwill

What is the basic outline for a routine enquiry?

1. Open with:
-Question/ Request
2. Provide extra information/questions
3. Close with goodwill statement

What to avoid in routine enquiry

-Introductory statement..no need to introduce yourself
-Vague requests
-Omitting you-view
-Using a pushy tone

How do you answer a routine request?

favorable routine response

What is the outline for a favorable routine response.

1. Identify original message
2. Open with answer
3. Provide necessary explanation/extra helpful information
4. Close with a goodwill statement

How do you deal with negative news?

-Do not emphasize negative news
-Be intentional about: where you place it and how you phrase it

What is the basic outline for order acknowledgements and thank you messages?

1. Open with thanks
2. Provide additional information
-present negative news about orders with tact
3. Close with goodwill

How is a direct claim letter outlined?

1. Begin with claim
2. Provide details
3. Close with goodwill
4. Attach copies of necessary documents

What to avoid when writing a claim letter?

-angry, accusatory tone
-not providing the recipient enough information to act

What is the response to a direct claim called?

adjustment

What do you want to accomplish with an adjustment letter?

1. fix the problem
2. Regain trust

What is the outline of an adjustment letter?

1. identify orignal message
2. Begin with good news
3. Provide necessary explanation/information
4. Close positively

What is the outline of an internal operational message?

1. Begin directly
2. Provide necessary details/ instructions
3. Close with goodwill

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When making a routine inquiry message you should begin with?

What are the two ways to begin a routine inquiry?

Which of the following best describes why you would include an explanation in a routine inquiry?

When writing a thank you message you should begin by?