Neutral and Positive Messages (Chapter 6)

TRUE/FALSE 1. When you use the direct organizational plan for a routine message, you present the details before the primary idea. ANS: F PTS: 1 DIF: Easy OBJ: 6.1 NAT: AAC: Tier 1---Communication; Tier 2---Patterns TOP: Planning a Neutral or Positive Message BLO: Knowledge 2. When you expect reader resistance to your idea, you should use the indirect organizational plan for your message. ANS: T PTS: 1 DIF: Easy OBJ: 6.1 NAT: AAC: Tier 1---Communication; Tier 2---Planning TOP: Planning a Neutral or Positive Message BLO: Knowledge 3. Because routine messages address readers inside the organization, they are inappropriate for external readers. ANS: F PTS: 1 DIF: Easy OBJ: 6.1 NAT: AAC: Tier 1---Communication; Tier 2---Audience TOP: Types of Neutral and Positive Messages BLO: Knowledge 4. Consider writing a routine message when you want a permanent record of the content or when you need to reach many employees at once. ANS: T PTS: 1 DIF: Easy OBJ: 6.1 NAT: AAC: Tier 1---Communication; Tier 2---Purpose TOP: Types of Neutral and Positive Messages BLO: Knowledge 5. When you believe that the reader will not need persuasion to do what you ask, you can use a routine request. ANS: T PTS: 1 DIF: Easy OBJ: 6.1 NAT: AAC: Tier 1---Communication; Tier 2---Audience TOP: Planning a Neutral or Positive Message BLO: Knowledge 6. A polite request phrased as a question out of courtesy must end with a question mark. ANS: F PTS: 1 DIF: Easy OBJ: 6.1 NAT: AAC: Tier 1---Communication; Tier 2---Purpose TOP: Organizing a Neutral Message BLO: Knowledge 7. You can begin a routine request with a direct question, a statement, or a polite explanation. ANS: T PTS: 1 DIF: Easy OBJ: 6.1 NAT: AAC: Tier 1---Communication; Tier 2---Purpose TOP: Organizing a Neutral Message BLO: Knowledge 8. The reader is less likely to omit a response to one question if you number all your questions in a routine request. ANS: T PTS: 1 DIF: Easy OBJ: 6.1 NAT: AAC: Tier 1---Communication; Tier 2---Purpose TOP: Organizing a Neutral Message BLO: Knowledge 9. A routine request letter does not need to contain background information for the reader. ANS: F PTS: 1 DIF: Easy OBJ: 6.1 NAT: AAC: Tier 1---Communication; Tier 2---Purpose TOP: Organizing a Neutral Message BLO: Knowledge 10. Discussing reader benefits encourages the reader to comply with your routine request. ANS: T PTS: 1 DIF: Easy OBJ: 6.1 NAT: AAC: Tier 1---Communication; Tier 2---Purpose TOP: Organizing a Neutral Message BLO: Knowledge 11. Put yourself in the reader's position to think about what information you should include in a routine request so the reader can respond appropriately. ANS: T PTS: 1 DIF: Easy OBJ: 6.1 NAT: AAC: Tier 1---Communication; Tier 2---Audience TOP: Organizing a Neutral Message BLO: Knowledge 12. In the closing of a routine request, write in a friendly, positive tone, and express appreciation for the assistance you are requesting. ANS: T PTS: 1 DIF: Easy OBJ: 6.1 NAT: AAC: Tier 1---Communication; Tier 2---Rhetorical considerations TOP: Organizing a Neutral Message BLO: Knowledge 13. A routine request typically begins by stating and justifying the requested deadline. ANS: F PTS: 1 DIF: Easy OBJ: 6.1 NAT: AAC: Tier 1---Communication; Tier 2---Patterns TOP: Organizing a Neutral Message BLO: Knowledge 14. A routine reply that grants the reader's request should follow the direct organizational pattern. ANS: T PTS: 1 DIF: Easy OBJ: 6.1 NAT: AAC: Tier 1---Communication; Tier 2---Patterns TOP: Organizing a Neutral Message BLO: Knowledge 15. Research shows that many customers expect a response to a routine request within 24 hours. ANS: T PTS: 1 DIF: Easy OBJ: 6.2 NAT: AAC: Tier 1---Communication; Tier 2---Purpose TOP: Responding to a Neutral Message BLO: Knowledge 16. The first paragraph of a positive routine reply should build goodwill by approaching the topic in an indirect manner.