Question 1

An apology can serve the function of restoring dignity and a sense of justice.

A: True

B: False

Question 2

Memos are used exclusively for ________

A: Communication between a company and its favorite clients

B: inter-office communication between co-workers

C: messages longer than five paragraphs

D: confidential messages

Question 3

Instant messaging is often considered a ________ form of communication

A: formal business

B: youth-oriented

C: lazy

D: personal

Question 4

Including your personal reaction in an explanation of your employer’s refusal to comply with the reader’s request is a good way to maintain a connection with the reader.

A: True

B: False

Question 5

In a request for information, you should explain to the reader why the information is required.

A: True

B: False

Question 6

In the closing, you should not apologize for refusing a request.

A:True

B: False

Question 7

A response memo should begin with good news, if you have any.

A:True

B: False

Question 8

Graphic highlighting techniques make responses more efficient and effective

A: True

B: False

Question 9

The best way to avoid misunderstandings in e-mails is to ________.

A: Think about the readers and their needs

B: use emotions

C: use detailed language

D: Try to be impersonal

Question 10

You should send a hard-copy memo instead of an e-mail ________.

A: To give a message more importance

B: To make a message more permanent

C: To make a message more confidential

D: To send your message quickly

Question 11

In a request memo, you should use an apologetic tone

A: True

B: False

Question 12

When using instant messaging you should always _______.

A: use emoticons

B: use abbreviations 

C: limit the use of abbreviations

D: skip using capital letters 

Question 13

Bad news messages should be delivered using ________.

A: the direct strategy

B: the indirect strategy

C: a mixture of direct and indirect

D: the direct or indirect strategy

Question 14

A good memo should be set up ________.

A: with only a single topic

B: with the topics you need to discuss with the individual 

C: with mainly a single topic, but with additional off-topic items

D: whichever way best communicates your message

Question 15

A memo is designed to be read ________.

A: quickly

B: always on a screen

C: always on paper

D: slowly

Question 16

Letters of sympathy should be sent by e-mail.

A: True

B: False

Question 17

The main idea of a memo should be summarized in ________.

A: one to three sentences

B: one to three paragraphs

C: one short paragraph

D: a summary paragrap

Question 18

A follow-up e-mail or memo ________.

A: shows that you are being friendly

B: show that you think the person has a faulty memory

C: ensures that everyone has the same version of what took place

D: blames others for errors

Question 19

Parallel phrasing means that ________.

A: the items in a list are arranged in columns

B: the items in the list are numbered

C: the items in the list begin with the same part of speech

D: all the items in the list end in a period

Question 20

When delivering bad news, it is not appropriate to use the indirect approach when ________.

A: you don’t know the reader well

B: the bad news is unexpected

C: the reader is going to react badly

D: the bad news is minor

Question 21

Closing with a standard phrase like “Thanking you in advance” is more effective than having to come up with your own wording

A: True

B: False

Question 22

Memos have the following traits: ________.

A: a single-topic focus

B: many detailed paragraphs

C: three-part structure 

D: a salutation and complimentary close

Question 23

It is important to repeat bad news several times to make sure the reader understands it.

A: True

B: False

Question 24

________ is not a type of bad news message.

A: refusing a request for a favour

B: consoling someone on the loss of a loved one

C: declining an invitation

D: refusing a request for credit

Question 25

It is important to apologize for any serious trouble or inconvenience for which you or your company is responsible.

A: TRUE

B: FALSE

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