An apology can serve the function of restoring dignity and a sense of justice.
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
Instant messaging is often considered a ________ form of communication
A: formal business
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.
In a request for information, you should explain to the reader why the information is required.
In the closing, you should not apologize for refusing a request.
A response memo should begin with good news, if you have any.
Graphic highlighting techniques make responses more efficient and effective
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
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
In a request memo, you should use an apologetic tone
When using instant messaging you should always _______.
A: use emoticons
B: use abbreviations
C: limit the use of abbreviations
D: skip using capital letters
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
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
A memo is designed to be read ________.
B: always on a screen
C: always on paper
Letters of sympathy should be sent by e-mail.
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
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
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
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
Closing with a standard phrase like “Thanking you in advance” is more effective than having to come up with your own wording
Memos have the following traits: ________.
A: a single-topic focus
B: many detailed paragraphs
C: three-part structure
D: a salutation and complimentary close
It is important to repeat bad news several times to make sure the reader understands it.
________ 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
It is important to apologize for any serious trouble or inconvenience for which you or your company is responsible.