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Exam 16: Document Format Guide

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Question 1

Multiple Choice

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What is the best advice to follow when using texting or instant messaging (IM) in the workplace?

A) Keep a single contact list of personal and professional contacts for efficiency.
B) Even if you are completing a project or trying to meet a deadline, answer all texts or instant messages immediately.
C) Feel free to send sensitive or confidential messages to people you know.
D) Check with your supervisor to learn about your organization's messaging policies.

E) C) and D)
F) None of the above

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Question 2

True/False

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When you write a claim or complaint letter, an effective persuasive technique is using words and phrases that clearly display how angry you are about the situation.

A) True
B) False

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Question 3

Multiple Choice

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When you use the indirect strategy to deliver bad news, the recommended order of ideas is

Although many companies try to deal with disappointed customers by calling them immediately, written messages are also used to

A negative-news message that is organized indirectly should begin with a buffer.

Which of the following is the most important part of a bad-news message?

Although instant messaging and text messaging are popular among today's youth, they have not yet emerged as practical communication tools in the workplace.

When delivering bad news, you should always use the indirect strategy to soften the impact.

Rational appeals are associated with reason and intellect; whereas, emotional appeals relate to status, ego, and sensual feelings.

When a company is dealing with an internal crisis, the best way for the company to handle this crisis is to let employees and stakeholders find out about the problem through the office grapevine.

All of the following are goals of an adjustment message except to

When expressing thanks or offering congratulations, a purchased card is more impressive than a handwritten note.

Jenna is trying to convince her boss that an on-site employee exercise room would benefit the company and employees. When presenting her persuasive message, Jenna should provide monetary evidence proving that an on-site employee exercise room would improve employee absenteeism, reduce employer-paid insurance premiums, and increase employee health.

You will sound professional and courteous if you include a sentence such as Thank you for your cooperation in the closing paragraph of a request message.

Identify $\text {\underline{ two} }$ ways to use electronic media professionally in the workplace.

Thomas Schatz has five questions to ask his reader in a routine information-request message. What is the best way to present these questions?

Which of the following statements about persuasive messages within an organization is most accurate?

If you expect your reader to readily agree with your straightforward claim, use the direct organizational strategy.

What is the best advice for you to follow when writing a persuasive claim message?

Most businesses make adjustments promptly.