c.
Use subordination
Consider This: Such words
or phrases cause your
writing to lose some of its
clarity.
LO 14.1: Report some of the
factors that make good
business writing
d.
Avoid telegraphic
language
Consider This: Such words
or phrases cause your
writing to lose some of its
clarity.
LO 14.1: Report some of the
factors that make good
business writing
Learning
Objective
LO 14.1: Report some of the factors that make good business writing
Topic/Concept
Developing Business Writing Skills
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Evaluate It
X
Question Title
M/C Question 17
Assessment
Type
Multiple-choice
Question Stem
Sergio, the manager of a creative writing team at Purple Talk, sent a highly
critical performance review to Cristiano, one of his team members, via an
SMS. What should Sergio have done differently in this scenario?
Answer
Choices
Answer
Correct
Answer (x)
Feedback
a.
Used a rich medium of
communication
X
b.
Used a lean medium of
communication
Consider This: By taking the
time to use this method of
communication, Sergio
would have conveyed a
sense of respect for
Cristiano.
LO 14.2: Examine how
technology and email at the
workplace enhances the
image of the organization
c.
Used a singular channel of
communication
Consider This: By taking the
time to use this method of
communication, Sergio
would have conveyed a
sense of respect for
Cristiano.
LO 14.2: Examine how
appropriate use of
technology and email at the
workplace enhances the
image of the organization
d.
Used an emotionally
charged channel of
communication
Consider This: By taking the
time to use this method of
communication, Sergio
would have conveyed a
sense of respect for
Cristiano.
LO 14.2: Examine how
appropriate use of
technology and email at the
workplace enhances the
image of the organization
Learning
Objective
LO 14.2: Examine how appropriate use of technology and email at the
workplace enhances the image of the organization
Topic/Concept
Using Technology and Email
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Evaluate It
Question Title
M/C Question 18
Assessment
Type
Multiple-choice
Question Stem
Jean-Pierre, a customer care executive at Jagger Solutions, has to send a
letter to a customer acknowledging her feedback. He also has to convince
her to continue using his firm’s services and products. Which type of letter
does Jean-Pierre have to send the customer?
Answer
Choices
Answer
Correct
Answer (x)
Feedback
a.
Correspondence
X
b.
Goodwill
Consider This: This should
generally be written in a
conversational style.
LO 14.3: Describe how to
write effective and
appropriate business letters
c.
Complaint
Consider This: This should
generally be written in a
conversational style.
LO 14.3: Describe how to
write effective and
appropriate business letters
d.
Memorandum
Consider This: This should
generally be written in a
conversational style.
LO 14.3: Describe how to
write effective and
appropriate business letters
Learning
Objective
LO 14.3: Describe how to write effective and appropriate business letters
Topic/Concept
Writing Business Letters
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Evaluate It
X
Question Title
M/C Question 19
Assessment
Type
Multiple-choice
Question Stem
properly and made a lot of noise and leaked water. If he wants to inform
the company about the faulty product, what should Antony do to express
his dissatisfaction?
Answer
Choices
Answer
Correct
Answer (x)
Feedback
a.
Write a complaint letter
X
b.
Write a correspondence
letter
Consider This: This can be
an effective method for
resolving a dispute.
LO 14.3: Describe how to
write effective and
appropriate business letters
c.
Write a goodwill letter
Consider This: This can be
an effective method for
resolving a dispute.
LO 14.3: Describe how to
write effective and
appropriate business letters
d.
Write a memorandum
Consider This: This can be
an effective method for
resolving a dispute.
LO 14.3: Describe how to
write effective and
appropriate business letters
Learning
Objective
LO 14.3: Describe how to write effective and appropriate business letters
Topic/Concept
Writing Business Letters
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Evaluate It
X
Question Title
M/C Question 20
Assessment
Type
Multiple-choice
Question Stem
members of his team about a meeting scheduled for the following week.
What method of communication should George use?
Answer
Choices
Answer
Correct
Answer (x)
Feedback
a.
Memo
X
b.
Correspondence
Consider This: This is a
short, usually informal,
written communication to
others within an
organization.
LO 14.4: Illustrate
procedures and formats for
different types of business
documents
c.
Goodwill
Consider This: This is a
short, usually informal,
written communication to
others within an
organization.
LO 14.4: Illustrate
procedures and formats for
different types of business
documents
d.
Proposal
Consider This: This is a
short, usually informal,
written communication to
others within an
organization.
LO 14.4: Illustrate
procedures and formats for
different types of business
documents
Learning
Objective
LO 14.4: Illustrate procedures and formats for different types of business
documents
Topic/Concept
Writing Business Documents
Difficulty
Level
X
Moderate
Difficult
Skill Level
(mark X where
applicable)
Apply What
You Know
Evaluate It
X
Question Title
M/C Question 21
Assessment
Type
Multiple-choice
Question Stem
Shannon, an HR manager, was tasked with overseeing new HR policies in
her organization over a six-month period. After three months, she
concluded the marketing, sales, and accounting divisions had been affected
by the policy changes. Shannon then sent a memo to these departments
highlighting the status of the partial policy changes and their effects on the
employees of those divisions. Once the implementation process was
complete, Shannon sent out a final document, detailing the process and the
effectiveness of the policy implementation. What document did Shannon
write?
Answer
Choices
Answer
Correct
Answer (x)
Feedback
a.
Formal report
X
b.
Goodwill
Consider This: This is a
highly detailed and
comprehensive document on
an ongoing project or a
completed project that is
often coauthored by several
writers.
LO 14.4: Illustrate
procedures and formats for
different types of business
documents
c.
Correspondence
Consider This: This is a
highly detailed and
comprehensive document on
an ongoing project or a
completed project that is
often coauthored by several
writers.
LO 14.4: Illustrate
procedures and formats for
documents
d.
Sales proposal
Consider This: This is a
highly detailed and
comprehensive document on
an ongoing project or a
completed project that is
often coauthored by several
writers.
LO 14.4: Illustrate
different types of business
Learning
Objective
LO 14.4: Illustrate procedures and formats for different types of business
documents
Topic/Concept
Writing Business Documents
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Evaluate It
Question Title
M/C Question 22
Assessment
Type
Multiple-choice
Question Stem
The owner of a landscaping business noticed a local restaurant was
surrounded by dry, dead grass and overgrown shrubbery. In a document
offering his landscaping services, the business owner tried to persuade the
restaurant manager how much nicer a well-kept, lush, green exterior
looked, and convince the manager that landscaping could increase the
restaurant’s bottom line. What document did the business owner write?
Answer
Choices
Answer
Correct
Answer (x)
Feedback
a.
Sales proposal
X
b.
Progress report
Consider This: The writer of
this document must first
determine the selling points,
or the most attractive
features of the product or
service, and then construct
a document that clearly
illustrates these points.
LO 14.4: Illustrate
procedures and formats for
different types of business
documents
c.
Formal report
Consider This: The writer of
determine the selling points,
or the most attractive
features of the product or
service, and then construct
a document that clearly
illustrates these points.
LO 14.4: Illustrate
procedures and formats for
different types of business
documents
d.
Activity report
Consider This: The writer of
this document must first
determine the selling points,
or the most attractive
features of the product or
service, and then construct
a document that clearly
illustrates these points.
LO 14.4: Illustrate
procedures and formats for
different types of business
documents
Learning
Objective
LO 14.4: Illustrate procedures and formats for different types of business
documents
Topic/Concept
Writing Business Documents
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Evaluate It
Question Title
M/C Question 23
Assessment
Type
Multiple-choice
Question Stem
Tanya works as a customer care executive at the Squimm Group, a
watchmaking company. She received a letter of complaint from a customer
saying one of their watches was faulty, and he wanted a replacement.
Tanya followed up by sending the customer a letter saying, “We would be
happy to replace the watch if you mail or fax me the relevant receipt.” What
action did Tanya take?
Answer
Choices
Answer
Correct
Answer (x)
Feedback
a.
Develop goodwill
X
b.
Deliver bad news tactfully
Consider This: This is a
positive perception of the
letter writer on the part of
write effective and
appropriate business letters
c.
Overuse intensifiers
Consider This: This is a
positive perception of the
letter writer on the part of
the receiver.
LO 14.3: Describe how to
write effective and
appropriate business letters
d.
Use subordination
Consider This: This is a
positive perception of the
letter writer on the part of
the receiver.
LO 14.3: Describe how to
write effective and
appropriate business letters
Learning
Objective
LO 14.3: Describe how to write effective and appropriate business letters
Topic/Concept
Writing Business Letters
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Evaluate It
X
Question Title
M/C Question 24
Assessment
Type
Multiple-choice
Question Stem
When he was halfway finished, the contractor of an apartment building
wanted to send a document to his client highlighting the status of the
project. He mentioned in the document that he estimated the project going
over budget and asked for additional resources. He also discussed some
possible reasons and solutions for this problem. What document was the
manager writing?
Answer
Choices
Answer
Correct
Answer (x)
Feedback
a.
Progress report
X
b.
Formal proposal
Consider This: This should
also include information
about how the work is
progressing—what has been
completed as well as what is
anticipated.
LO 14.4: Illustrate
procedures and formats for
different types of business
documents
c.
Activity report
Consider This: This should
also include information
about how the work is
progressing—what has been
completed as well as what is
anticipated.
LO 14.4: Illustrate
procedures and formats for
different types of business
documents
d.
Sales proposal
Consider This: This should
also include information
about how the work is
progressing—what has been
completed as well as what is
anticipated.
LO 14.4: Illustrate
procedures and formats for
different types of business
documents
Learning
Objective
LO 14.4 Illustrate procedures and formats for different types of business
documents
Topic/Concept
Writing Business Documents
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Evaluate It
X
Question Title
M/C Question 25
Assessment
Type
Multiple-choice
Question Stem
Watson and his team reached the halfway stage of their current project and
decided to create a document emphasizing the objectives they had
completed and the deadlines they had met thus far. They then sent it to all
of the departments of their organization. What document did Watson and
his team develop?
Answer
Choices
Answer
Correct
Answer (x)
Feedback
a.
Activity report
X
b.
Formal proposal
Consider This: They are
typically issued regularly
(biweekly or monthly in
most organizations) and are
commonly internal
documents.
LO 14.4: Illustrate
procedures and formats for
different types of business
documents
c.
Progress report
Consider This: They are
typically issued regularly
(biweekly or monthly in
most organizations) and are
commonly internal
documents.
LO 14.4: Illustrate
procedures and formats for
different types of business
documents
d.
Sales proposal
Consider This: They are
typically issued regularly
(biweekly or monthly in
most organizations) and are
commonly internal
documents.
LO 14.4: Illustrate
procedures and formats for
different types of business
documents
Learning
LO 14.4: Illustrate procedures and formats for different types of business
Topic/Concept
Writing Business Documents
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Evaluate It
X
Note: Here starts 5 Short Answer level questions
Question Title
SA Question 26
Assessment
Type
Essay
Question Stem
Analyze the different tactics that can help in the delivery of bad news.
Learning
Objective
LO 14.3: Describe how to write effective and appropriate business letters
Topic/Concept
Writing Business Letters
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Evaluate It
Question Title
SA Question 27
Assessment
Type
Essay
Question Stem
Explain the guidelines for creating an effective sales proposal.
Learning
Objective
LO 14.4: Illustrate procedures and formats for different types of business
documents
Topic/Concept
Writing Business Documents
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Evaluate It
Question Title
SA Question 28
Assessment
Type
Essay
Question Stem
Analyze the differences between BCC and CC.
Learning
Objective
LO 14.2: Examine how appropriate use of technology and email at the
workplace enhances the image of the organization
Topic/Concept
Using Technology and Email
Difficulty
Moderate
Difficult
Level
(mark X where
applicable)
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Evaluate It
Question Title
SA Question 29
Assessment
Type
Essay
Question Stem
Evaluate the importance of using a subject line in an email.
Learning
Objective
LO 14.2: Examine how appropriate use of technology and email at the
workplace enhances the image of the organization
Topic/Concept
Using Technology and Email
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Evaluate It
Question Title
SA Question 30
Assessment
Type
Essay
Question Stem
Assess the relationship between media richness and the effective use of
technology.
Learning
Objective
LO 14.2: Examine how appropriate use of technology and email at the
workplace enhances the image of the organization
Topic/Concept
Using Technology and Email
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Evaluate It
Note: Here starts 5 Essay questions
Question Title
Essay Question 31
Assessment
Type
Essay
Question Stem
Examine how using technology effectively can affect the impact of a
message. Provide relevant, real-life examples to support your viewpoint.
Learning
Objective
LO 14.2: Examine how appropriate use of technology and email at the
workplace enhances the image of the organization
Topic/Concept
Using Technology and Email
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Evaluate It
Question Title
Essay Question 32
Assessment
Type
Essay
Question Stem
Analyze the various characteristics an effective professional email message
should contain.
Learning
Objective
LO 14.2: Examine how appropriate use of technology and email at the
workplace enhances the image of the organization
Topic/Concept
Using Technology and Email
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Evaluate It
Question Title
Essay Question 33
Assessment
Type
Essay
Question Stem
What is a complaint letter? Analyze how one can be impactful.
Learning
LO 14.3: Describe how to write effective and appropriate business letters
Objective
Topic/Concept
Writing Business Letters
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Evaluate It
Question Title
Essay Question 34
Assessment
Type
Essay
Question Stem
Assess the various steps involved in the organization of an effective
business document.
Learning
Objective
LO 14.1: Report some of the factors that make good business writing
Topic/Concept
Developing Business Writing Skills
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Evaluate It
Question Title
Essay Question 35
Assessment
Type
Essay
Question Stem
Evaluate the key role played by tone and bias of the language used in the
writing style of a document.
Learning
Objective
LO 14.1: Report some of the factors that make good business writing
Topic/Concept
Developing Business Writing Skills
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
Evaluate It
You Know