HOMEWORK

PLEASE I NEED TO ANSWER ALL THE QUESTIONS 

Millennia Atlantic University

CHAPTER 4 TEST

INSTRUCTOR: Ray Lightburn, EdD COURSE DATES: 08/24/2020 – 12/12/2020

Email: rlightburn@maufl.edu; rlightburn@faculty.maufl.edu

NAME YOUR SCORE DATE

A. Carefully read the following questions/statements. Answer them the best way you can.

1 Under what circumstances would you choose to use an indirect routine message rather than a direct one?

2 Why is the “you” perspective important for routine requests?

3 Why is goodwill so important to business communication, especially when responding to customer requests?

4 What goodwill techniques can you use in routine messages?

5 How can you organize a routine announcement to make it easy to skim?

6. Explain three formatting techniques that make instructions easy for readers to follow.

7 What pitfalls should you watch out for in sending business text messages?

8 Why should you personalize a thank-you message?

9 Describe three benefits of sharing FYI messages with colleagues.

10 What are two communication tools (other than email and telephone) that facilitate paperless communication of routine messages?

B. Key Terms

Select the correct term from the list to match each definition

WORD LIST

a. Audience benefits b. external benefits c. internal benefits d. implicit request e. Goodwill message f. for your information (FYI) message g. “You” perspective h. routine business message

i. direct message j. indirect message

11. The purpose of this kind of message is to ask questions, answer questions, or provide information. ____________________________

12. This type of message is preferred because it allows your audience to know right away the purpose of your message. ______________________

13. When composing this type of message, you would first begin by giving the details before your request. ______________________

14 This type of message is the least recommended because it leaves your audience wondering what its purpose is. ______________

15. You would write this type of message to provide your audience with knowledge that would be useful when doing something or going to a place for the first time. _____________________

16. This approach focuses mainly on what the audience needs and wants. __________

17. You earned a 5% raise at your job for increasing the profits in your department. What type of benefit is this? ___________

18. An outsider receives the benefits when your audience achieve a goal. This is known as what? ____________________________

19. The positive outcomes your audience will experience by agreeing with or acting on your message is known as what? ________________________

20. I your intention is to establish and maintain a positive relationship with your audience, what type of message would you compose? _____________

C. Critical Thinking Questions

1. Explain the possible negative outcomes of sending routine messages that do not include audience benefits or wording that promotes goodwill.

2. This chapter explains one reason you might choose to make a request in person rather than by email: It may be more difficult for your audience to refuse the request. What are other reasons you may choose to make a request in person?