Hynes, Managerial Communication 7e
SAGE Publishing, 2019
Chapter 8: Writing Routine Messages
Test Bank
Multiple Choice
1. Writers who prepare messages matching their readers’ interest are using ______.
A. metacommunication
B. connotations
C. euphemisms
D. none of these
2. The “you” attitude ______.
A. adapts the message to the reader
B. influences the format of the message
C. subordinates negative information
D. all of these
3. The “you” attitude does not ______.
A. anticipate questions
B. stress reader benefits
C. emphasize negatives
D. use the words you, your, or yours
4. Which strategy is used for messages that convey good news?
A. direct strategy
B. indirect strategy
C. vertical strategy
D. horizontal strategy
Hynes, Managerial Communication 7e
SAGE Publishing, 2019
5. Which of these strategies softens the blow of negative messages?
A. place negative information at points of low emphasis
B. avoid no or not when possible
C. avoid words with negative connotations
D. all of these
6. The closing of an inquiry letter should ______.
A. build goodwill
B. demand a speedy reply
C. summarize the main points
D. provide a phone number
7. When writing a positive response to an inquiry, ______.
A. the opening should contain a buffer
B. the organization of the body should be indirect
C. the organization of the body should depend on the inquiry
D. the closing should contain an apology
8. Negative responses to an inquiry should begin with ______.
A. a reminder of the request
B. a denial of the request
C. little to no reasoning for the denial
D. an apology
Hynes, Managerial Communication 7e
SAGE Publishing, 2019
9. Which of the following items should appear in the close of a letter denying a claim?
A. an apology
B. effort at resale
C. an explanation of why the claim was denied
D. an offer to set up a meeting to discuss the claim
10. The opening of a persuasive request should ______.
A. use an indirect strategy
B. use a direct strategy
C. greet the reader
D. catch the reader’s attention
11. The most frequently used medium of communication within an organization is the
______.
A. letter
B. memo
C. brochure
D. bulletin board
12. Which of the following is NOT a standard guide word for a memo?
A. to
B. from
C. topic
D. date
13. Which of the following is the most frequent reason memos are used in an
organization?
Hynes, Managerial Communication 7e
SAGE Publishing, 2019
A. to communicate with groups
B. copying-in
C. fixing responsibility
D. both to communicate with groups and fixing responsibility
14. An apology should include which of the following?
A. minimization of the wrongdoing
B. acceptance of responsibility
C. admission that the offense might be repeated
D. all these
15. Which type of internal correspondence may be in either direct or indirect order?
A. form memos
B. requests for action
C. announcements
D. guideline memos
16. Memos and e-mails written by managers are considered to be ______.
A. interesting
B. permanent
C. unimportant
D. classified
17. An easy way to find positive words for a negative message is to ______.
A. say what will happen
B. deny the bad news
C. admit responsibility
D. place blame
Hynes, Managerial Communication 7e
SAGE Publishing, 2019
18. The paper quality of a letter is an example of ______.
A. verbal communication
B. metacommunication
C. false communication
D. telecommunication
19. The direct approach is an appropriate strategy for ______.
A. good news
B. neutral news
C. bad news
D. both good news and neutral news
20. The indirect approach is an appropriate strategy for ______.
A. good news
B. neutral news
C. bad news
D. both good news and neutral news
21. “BIF” stands for ______.
A. Big Idea First
B. Best Idea First
C. Best If Formal
D. Big Idiom Forgotten
Hynes, Managerial Communication 7e
SAGE Publishing, 2019
22. “BILL” stands for ______.
A. Big Idea at Long Last
B. Big Idea a Little Later
C. Best Idea a Lot Later
D. Big Idiom a Little Later
23. You can improve the reader’s response to bad news when you ______.
A. offer a reason for the outcome
B. provide an alternative or a compromise whenever possible
C. bluntly start off with the bad news
D. both offer a reason for the outcome and provide an alternative or a compromise
whenever possible
24. For which of the following should you use the direct strategy?
A. negative responses to inquiries and requests
B. refused claims
C. persuasive messages
D. none of these
25. For which of the following should you use the indirect strategy?
A. inquiries
B. positive responses to claims
C. requests
D. none of these
26. Which of the following is a good reason NOT to apologize?
Hynes, Managerial Communication 7e
SAGE Publishing, 2019
A. Apologizing implies responsibility for wrongdoing.
B. Apologizing invites legal action against the writer and the organization.
C. Apologizing can damage a company’s image.
D. all of these
27. Which is the best strategy when there is significant damage or injury?
A. no apology
B. a partial apology
C. a full apology
D. none of these
True/False
1. The “you” attitude deals with the writer’s feelings and should be expressed as such
when writing.
2. The most likely audience question is, “What is the purpose of this message?”
3. The writer should use negative words such as claim, allege, problem, damage, and
regret to convey the seriousness of a letter or memo.
Hynes, Managerial Communication 7e
SAGE Publishing, 2019
4. For the direct strategy, the introduction should take several paragraphs to orient the
readers so they know what to expect in the rest of the message.
5. An appropriate strategy for most negative messages is the indirect one.
6. With the indirect strategy, the message begins with a buffer.
7. Negative news should be stated in the middle of the body paragraph of an indirect
message.
8. Although a claim letter deals with something negative, it should be written directly.
9. Claim letters should detail both the problem and the actions required for satisfaction.
10. Positive responses to claims never need explanation.
Hynes, Managerial Communication 7e
SAGE Publishing, 2019
11. An indirect approach in responses to inquiries should have reasons for denying the
request followed by the refusal.
12. Most claim refusal letters should close with an apology.
13. In a persuasive request, it is not a good idea to anticipate and answer the possible
objections the reader might raise.
14. When contacting a boss by memo or e-mail, strategic writers also should copy their
immediate supervisors.
15. While notification and announcement memos are appropriate for groups, requests
for action can be directed only to individuals.
16. A political device for internal correspondence is to “copy” in certain people.
Hynes, Managerial Communication 7e
SAGE Publishing, 2019
17. Since managers write so many e-mails every day, they are not held to the same
writing standards as letters.
18. “Please do not hesitate to contact me” is preferred over “Please contact me”
because it sounds more businesslike.
19. The basis for making organizational decisions when composing a business message
is the “you” attitude.
20. An easy way to deliver a negative message in a positive tone is to stress reader
benefits.
Short Answer
1. How can a writer de-emphasize the negative in messages?
2. What are some of the tactics one should avoid in writing an initial claim letter?
Hynes, Managerial Communication 7e
SAGE Publishing, 2019
3. How can goodwill be built in a refused claim? What dangers exist in offering an
unexplained compromise?