61.
Which of the following statements about internal-operational messages is true?
62.
Messages that stay within a business and are used to complete the work of the business
are referred to as ______ messages.
63.
The following is an email from Devi to her co-worker, Ilya:
“Remind me, should David be invited to tomorrow’s meeting?”
This is an example of
8-55
64.
Which of the following statements about moderately formal internal-operational messages
is true?
8-56
65.
Ozqur owns a chain of frozen yogurt shops. After one of his employees had a particularly
scary encounter with a patron, he writes a memo to his employees outlining the new
procedure for dealing with difficult or threatening customers. This message is most likely a
______ message.
Short Answer Questions
66.
How does the assessment of a reader’s likely reaction influence the construction of a
business message?
67.
Explain the general plan for direct-order messages.
68.
Explain the process of closing routine messages with goodwill.
69.
How should you structure questions in a routine inquiry message?
70.
Outline the plan recommended for a routine inquiry message.
71.
How should bad news be handled when writing routine responses?
72.
Write a brief, direct order acknowledgment informing a customer that their order will be
delayed by one day.
73.
How should a direct claim message be organized?
74.
Briefly explain the nature of internal-operational communications and the tone used in
such messages.
75.
Create three brief examples: one of a situation where a casual internal-operational
message would be appropriate, one of a situation where a moderately formal internal-
operational message would be appropriate, and one of a situation where a formal internal-
operational message would be appropriate.