During the second phase of the writing process, you conduct research,

organize ideas, and compose the message.

clarify the audience demographics, and edit word choices.

anticipate audience reaction, and adapt the message.

evaluate message effectiveness, and revise as needed.

In the final phase of the writing process, check the message for clarity and readability, proofread for errors, and

assess the cost in the selected delivery channel.

forward the document to the publishing department.

The primary purpose of business writing is typically to inform or persuade; a common secondary purpose is to

comply with governmental regulations.

Before Melissa organizes and composes her message, she should ask two questions: (1) Why am I sending this message? and (2)

What do I hope to achieve with this message?

Why did my boss give this task to me?

How can I get this message written as quickly as possible?

Do I have enough time and financial resources to complete the work?

Travis must determine the appropriate channel for an important business message. In this context channel refers to the

medium through which the message is sent.

individuals who will receive the message.

tone and approach needed to accomplish his purpose.

You are selecting a channel for sending your message. Which of the following is not a factor to consider when making this decision?

Amount and speed of feedback and interactivity required

Confidentiality and sensitivity of the message

Michael usually holds team meetings on Tuesday mornings, but he needs to reschedule next week's meeting to Wednesday morning. To tell team members of the date change for the next meeting, Michael should

meet in person with each team member.

Lindsay is writing a property description for a new real estate brochure. To make her brochure more effective, Lindsay should anticipate her audience. This means she

considers what the readers are like and how they will react to the message.

identifies the property's outstanding traits and describes them clearly.

concentrates on the price and value of the property.

writes using familiar words and a friendly, informal tone.

Profiling the audience for a business message helps the writer

identify the appropriate tone, language, and channel.

guarantee that the audience will respond positively to the message.

ensure the message is concise and to the point.

focus solely on the content of the message.

What question should you ask to visualize your audience?

All answer choices are questions you should ask to visualize your audience.

What position does the person hold in the organization?

Do I need to include more background information?

Should I expect a neutral, positive, or negative response to my message?

One technique that improves business writing is the use of empathy. Empathy refers to

putting yourself in the receiver's shoes to adapt the message to the receiver's needs.

using inclusive language to eliminate bias.

appealing to the audience by using a sender focus.

formatting documents to meet business standards.

Which of the following sentences best focuses on the audience?

Register now to lock in your preferred travel dates.

We are very pleased to have you as our newest customer.

You can help us by sending us your payment immediately.

All sentences are focused on the audience rather than the sender.

Jorge must inform Samantha that she is not eligible to have an August vacation for which she recently applied. Which of the following sentences best demonstrates the "you" view Jorge should use in denying Samantha's application?

Although the August vacation schedule is full, you may qualify for a vacation in September if you apply now.

I have not approved your August vacation because you applied too late.

We didn't receive your application early enough for the August vacation schedule.

The August vacation schedule was posted in May. You should have consulted it earlier.

Business messages should be conversational, professional, positive, and

written from the sender's perspective.

filled with many common abbreviations.

Create a conversational but professional tone in letters, e-mail messages, instant messages, and memos by

using familiar words, occasional contractions, and pronouns such as you and I.

choosing a clear format and effective document layout.

using slang and abbreviations such as IMHO and BTW.

Marketing Director Kiprova will inform the board of directors that customers are not responding positively to the company's Paris Hilton ads. Which of the following is the most appropriate announcement?

At the meeting you will receive reports on recent customer criticism of the new Paris Hilton ads.

Our customers are ripping on our Paris Hilton ads, even though we know these ads rock.

Our customers are badmouthing this awesome new marketing campaign; they are obviously just out of it.

It has come to my attention that our customers have denigrated our strategic implementation of Paris Hilton's notoriety in our novel ad campaign.

Which of the following sentences demonstrates effective business writing?

Your proposal demonstrates how our call center can better meet the needs of our customers.

Congrats on the proposal. You rock!

Which of the following sentences demonstrates effective business writing?

Enclosed is our latest catalog.

As per your request, enclosed is our latest catalog.

The latest catalog is contained under separate cover.

Pertaining to your request, our latest catalog is enclosed.

Which of the following sentences demonstrates conversational business writing?

I am upset about your return policy.

Your return policy really ticks me off.

Your return policy has provoked me to write this letter.

As employees use instant messaging to conduct more business, they should send messages that are informal, conversational, and

streamlined (e.g., using abbreviations such as ur for you are).

casual, including low-level language.

Which of the following represents the best business writing?

You can return all resalable merchandise for a store credit.

We regret that we are unable to accept you as a credit customer at this time.

You will never be sorry that you opened a checking account with our bank.

We cannot accept the returned merchandise because it is not resalable.

Business messages should use positive language rather than negative language. Positive language

tells what is and what can be done.

has no effect on the tone of a message.

conveys less information than negative language.

grants the reader all requests or demands.

Courteous business messages

avoid using words that sound demanding or preachy.

often turn demands into rhetorical questions.

Which of the following demonstrates effective business writing?

Will you please credit my account for $125 due to the computer error on May 1.

I'm ticked! Credit my account now!

Please get it right and credit my account for $125.

Which of the following demonstrates effective business writing?

The office personnel will assist you with your forms.

All executives and their wives will attend the Reno conference.

A salesman must meet monthly sales quotas.

The female attorney graduated from Yale.

Which of the following is most acceptable for business writing?

All physicians must carry their own malpractice insurance.

Every physician must carry his own malpractice insurance.

Every physician must carry their own malpractice insurance.

Every physician must carry his or her own malpractice insurance.

Which of the following demonstrates effective business writing?

A record number of Japanese investors are purchasing real estate in the United States.

An Asian CEO was the keynote speaker.

An African American man was the next customer.

Mr. Hernandez, a Mexican, is my boss.

Which of the following demonstrates effective business writing?

The new tax rule applied to individuals over 62.

Julie Neibauer, 45, was promoted to our call center.

The little, old lady needed assistance with her purchases.

Daniel Simpson, a senior citizen, volunteered with Habitat for Humanity.

Which of the following demonstrates effective business writing?

Victoria is confined to a wheelchair.

Crippled by multiple sclerosis, Victoria uses a wheelchair.

Victoria is suffering from multiple sclerosis.

Business writers are encouraged to use plain English, which means

using active-voice verbs, personal pronouns, short sentences, and familiar words.

writing without weakening qualifiers.

avoiding all negative expressions.

including slang and low-level diction that everyone understands.

Francisco is writing an article for the company's intranet to encourage managers to use plain English. Which of these sentences uses an appropriate business style to express Francisco's point?

Employees will respond better if you write e-mail messages with familiar language and a friendly, conversational style.

If you obliterate the obfuscation in your e-mail messages, your department members will respond more appropriately.

Before sending an e-mail message to your department, run it up the flagpole to see if anyone salutes.

Engage in a dialogue with your team to ensure clarity in communication.

Which of the following is most acceptable for business writing?

Please check with your supervisor for information about salary increases.

It is imperative that we ascertain whether you qualify for benefits.

Our company stipulates that you must submit your hours so that we can compensate you properly.

Your remuneration will perpetuate for three weeks after your termination.

Which of the following is most acceptable for business writing?

Sheila will examine the job proposal carefully.

Please think about the new insurance option.

Caltrek experienced a change in profits during the last fiscal year.

Retailers can expect to pay higher amounts for their goods and services.

Chapter 2: Planning Business Messages

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MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which of the following represents a goal for business writers?

You should concentrate on your feelings in business messages.

You should get your audience to believe and accept your ideas.

You should create messages that are lengthy to demonstrate your superior intellect and language skills.

You should write business messages from your perspective.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

When preparing a business message, you should make your writing audience oriented. Audience oriented means you should

write to solve a problem or convey information.

attempt to get your audience to believe and accept your message.

present ideas clearly but concisely.

concentrate on looking at the problem from the receiver's perspective.

Business writing should be purposeful. In this context purposeful can best be defined as

presenting ideas clearly and concisely.

concentrating on the receiver's perspective instead of your own.

solving problems and conveying information.

getting your audience to believe and accept your message.

Business writing should be economical. In this context economical can best be defined as

presenting ideas clearly and concisely.

concentrating on the receiver's perspective instead of your own.

solving problems and conveying information.

getting your audience to believe and accept your message.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Business writing should be persuasive. In this context, persuasive can best be defined as

presenting ideas clearly and concisely.

concentrating on the receiver's perspective instead of your own.

solving problems and conveying information.

getting your audience to believe and accept your message.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

The first phase of the writing process involves analyzing the audience and your purpose for writing, anticipating your audience's reaction to your message, and

investigating background information.

composing your message.

adapting your message to the audience.

looking for previous company documents on the topic.

Adapting your message to the audience involves

thinking of the right words and tone to use in your message.

rewriting your message several times to ensure it is clear.

selecting the best research to incorporate within the message.

conducting a thorough audience analysis.

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Chapter 2: Planning Business Messages

Which of the following represents a goal for business writers?

When preparing a business message, you should make your writing audience oriented. Audience oriented means you should

Business writing should be purposeful. In this context purposeful can best be defined as

Business writing should be economical. In this context economical can best be defined as

Business writing should be persuasive. In this context, persuasive can best be defined as

The first phase of the writing process involves analyzing the audience and your purpose for writing, anticipating your audience's reaction to your message, and

Adapting your message to the audience involves

During the second phase of the writing process, you conduct research,

In the final phase of the writing process, check the message for clarity and readability, proofread for errors, and

Experts say that writers should spend the most time in the ____ stage of the writing process.

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