Test Bank for Business Communication Process & Product Brief
6th Brief Edition by Guffey
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Chapter 8 Positive Messages
1. Which of the following types of message will the majority of your writing on the job involve?
a. negative messages
b. routine messages
c. persuasive messages
d. entertaining messages
ANSWER: b
2. William has decided to write a letter to a local law firm to ask about summer internship opportunities. Which of the following should he do first?
a. He should prepare the rough draft.
b. He should look up the company’s address.
c. He should decide how he will encourage feedback.
d. He should analyze the purpose of the letter and the reader.
ANSWER: d
3. In which of the following cases is a business letter is a better channel choice than e-mail?
a. when the matter requires confidentiality
b. when you want to be informal
c. when time is of the essence
d. when writing to your employees
ANSWER: a
4. For which of the following situations would a business letter be more appropriate than an e-mail message?
a. requesting information about a product
b. replying to a customer’s e-mail asking about available shipping methods
c. thanking your boss for a birthday gift she gave you
d. telling all employees how to purchase parking permits
ANSWER: c
5. Allison is in Phase 1 of the writing process and is trying to decide how she can ensure that her readers will provide the desired feedback. Which of the following should she do?
a. Gather information about her readers.
b. Gather facts to support her message.
c. Place the big idea first.
d. Use short clear sentences.
ANSWER: a
6. Which statement does NOT describe the use of business letters as a communication channel in today’s digital age?
a. In certain situations, letters are still the preferred channel of communication for delivering messages inside an organization.
b. Businesses continue to give letters to customers a high priority because these messages encourage product feedback, project a favourable image of the organization, and promote future business.
c. Business letters are less likely than electronic media to be intercepted, misdirected, forwarded, retrieved, or otherwise inspected by unintended recipients.
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d. Business letters presented on company stationery carry a sense of formality and importance not possible with e-mail.
ANSWER: a
7. Vanessa is about to begin the second phase of the 3-x-3 writing process as she works on a letter to her clients. Which of the following will she do first in this phase?
a. She will analyze the purpose of her letter.
b. She will collect any necessary information.
c. She will proofread her first draft.
d. She will compose the first draft of the letter.
ANSWER: b
8. Joshua is working on a business letter and is in the third phase of the 3-x-3 writing process. He has already edited his letter for clarity and has proofread the letter for correctness. Which of the following remains for Joshua to do in this phase?
a. He needs to decide how the letter should be organized.
b. He needs to prepare an outline to help organize the letter.
c. He needs to evaluate the effectiveness of the letter.
d. He needs to check the document for typographical errors.
ANSWER: c
9. Taylor needs information from a coworker in another office about an upcoming sales promotion. Which of the following is the best communication channel for Taylor to use to request this information?
a. e-mail, text, or IM
b. fax
c. bound report
d. letter
ANSWER: a
10. James received a letter from a customer asking about his company’s accounting services. How should James reply to the customer?
a. e-mail or IM
b. text message
c. bound report
d. letter response
ANSWER: d
11. Diana is in charge of telling employees about a new procedure for submitting expense claims. Many of her employees do not have access to company e-mail. What communication channel should she use?
a. text message
b. memo
c. bound report
d. letter
ANSWER: b
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12. Which of the following methods should be used for written routine requests and response messages?
a. the indirect strategy
b. a formal strategy
c. the direct strategy
d. an informal strategy
ANSWER: c
13. Which of the following are the most emphatic positions in a message?
a. opening and body
b. body and closing
c. body and attachments
d. opening and closing
ANSWER: d
14. Kevin is writing a routine e-mail request. In which of the following sections should the main idea or purpose of his message be placed?
a. the body
b. the opening
c. an attachment
d. the closing
ANSWER: b
15. In an information request, the first sentence is usually a polite command or which of the following?
a. question
b. explanation
c. justification
d. friendly greeting
ANSWER: a
16. Which of the following is the best example of placing the most important information first in a routine information request message?
a. I am writing this e-mail message to ask for information about some of your products.
b. Our manager recently gave his staff approval to purchase new office printers.
c. Hi, my name is Charlie Shi, and I have been asked to write to you directly.
d. Please answer the following questions about your office printers.
ANSWER: d
17. Which of the following is a command disguised as a polite request?
a. I need your sales data by tomorrow
b. Will you please send my order by Canada Post.
c. Can you meet this month’s deadline?
d. Did you bring a copy of the report to today’s meeting?
ANSWER: b
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18. Gianna is writing an e-mail message to a company to ask about its software for removing malware (malicious software) from her company’s network. Which of the following is the best opening statement for her message?
a. I read about your new malware removal program on TechnologyReview.com
b. Our company has recently become the victim of malware, and I have been assigned to do something about it
c. Please answer the following questions about your new malware removal program.
d. I am hoping you will be able to provide more information about one of your new products.
ANSWER: c
19. What is the purpose of the body of a routine message that requests information or action?
a. to present details that explain your request
b. to request action from the reader
c. to give any deadline dates
d. to reveal for the first time why you are writing
ANSWER: a
20. Which of the following is the best advice for writing the body of a routine request message?
a. Avoid using graphic devices such as lists or headings because they might confuse the reader.
b. Remember that the quality of the information obtained from the request depends on the clarity of your inquiry.
c. Make sure that the body is no longer than one paragraph.
d. Use the reader’s name several times in the body to personalize your message.
ANSWER: b
21. You must ask a series of questions in a routine request e-mail message. Which of the following is the best way to present these questions?
a. in a paragraph in the body of your message
b. in a separate attached document
c. in a bulleted or numbered list in the body of your message
d. in the closing paragraph of your message so that they’re not overlooked
ANSWER: c
22. Where should deadlines and action information be placed in a routine request message?
a. in the introduction
b. in the body
c. in the closing
d. in a postscript
ANSWER: c
23. Which of the following is the best closing sentence for a message requesting information?
a. Thank you in advance for your ongoing cooperation
b. Your answers by April 30 will help us decide which product to purchase.
c. Thank you and respectfully yours.
d. If you have any questions or concerns, please do not hesitate to call me
ANSWER: b
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24. Dylan is writing an e-mail message asking for information and wants to show appreciation to his reader in the closing. Which of the following statements best shows his appreciation?
a. Thank you for your ongoing cooperation.
b. This information will help me to decide on which plan to choose.
c. Thank you in advance for all you have done for me.
d. Thank you and sincerely yours.
ANSWER: b
25. Where should you place the main idea in a business message?
a. in an attachment
b. in the signature lines
c. in the first sentence
d. in the body
ANSWER: c
26. Which of the following is the most effective subject line for a routine response message?
a. This is a reply to your April 16 e-mail message.
b. Reply to Your E-Mail Message
c. Your June 5 Inquiry About Barcelona Travel Packages
d. URGENT!
ANSWER: c
27. Which of the following is the best opening sentence for a direct response message?
a. Here are the answers to the questions you asked about our banquet facilities.
b. Thank you for your e-mail message of March 25.
c. We look forward to helping you with all of your banquet needs
d. Your e-mail of March 25 was forwarded to me.
ANSWER: a
28. Which of the following statements does NOT accurately describe a characteristic of routine response messages?
a. A reply message written on company stationery or sent using a company e-mail address is a legally binding contract.
b. In addition to supplying answers, a response message should promote your organization and its products.
c. Routine response messages generally use the indirect organizational pattern.
d. Use the subject line of a routine response message to refer to an earlier correspondence so that you can omit this reference in the opening of your letter.
ANSWER: c
29. Which of the following is the best closing sentence for direct response message?
a. If I may be of further assistance, please don’t hesitate to contact me
b. Thanks and respectfully yours.
c. Once you’ve read the information, call us for an on-site consultation.
d. We hope that we may be of service to you in the near future.
ANSWER: c
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30. A disgruntled client has begun leaving negative comments about your firm on its Facebook page. What should you do first?
a. Ignore the comments completely.
b. Determine whether the comments violate social media comment policy.
c. Delete the comments immediately and keep only the positive reviews.
d. Contact your lawyer right away and file a lawsuit against the client.
ANSWER: b
31. For which of the following would you use instruction messages?
a. to establish rules of conduct to be followed within an organization
b. to explain clearly how to complete a task
c. to entertain customers by being witty and clever
d. to explain how a problem occurred
ANSWER: b
32. In which of the following ways should instruction messages be written?
a. using a straightforward, direct approach
b. using an indirect approach
c. using persuasion
d. using humour and entertainment
ANSWER: a
33. Which of the following will make messages explaining instructions most readable?
a. dividing the instructions into numbered steps in chronological order
b. arranging the steps vertically using bullet points or hyphens
c. beginning each step with a verb in the indicative mood
d. listing all the steps in alphabetical order
ANSWER: a
34. Which of the following instructions is in the imperative (command) mood?
a. Your report should be submitted by Friday.
b. The fourth step involves rebooting your computer.
c. Sign and date the agreement.
d. Step two involves downloading the problem.
ANSWER: c
35. What is the best method to use to close an instruction message?
a. Beg the reader to follow the instructions carefully.
b. Try to tie following the instructions to benefits to the organization or individual.
c. Warn the reader about what the punishment will be for not following the instructions.
d. Thanks the reader for reading the instructions.
ANSWER: b
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36. Which statement correctly explains how to maximize the effectiveness of a direct claim and complaint message?
a. Make the company ask for any copies of your relevant receipts or guarantees.
b. If you have a complaint, you’ll get the best results if you vent your complaint online using social media such as Facebook and Twitter.
c. Write a letter because letters are taken more seriously and establish a record of the complaint.
d. If you make your complaint on social media, a company will find it by using Google Alerts ANSWER: c
37. Which of the following statements best describes direct claims?
a. Written claims are taken more seriously than claims made by phone or e-mail.
b. Straightforward claims use the indirect pattern of organization.
c. For a straightforward claim, your first step should always be to write a claim letter.
d. All companies employ social media specialists who monitor and respond to online comments and complaints. ANSWER: a
38. Hailey booked a hotel through an online booking site. Her accommodations were not as the website described. Although she stayed in the hotel, she was dissatisfied and believes that the booking site is at fault. Which of the following would be the best way for Hailey to communicate her unhappiness with the accommodations?
a. Write a memo to someone in charge at the website where she booked her hotel.
b. Send an e-mail message to someone in charge at the website where she booked her hotel.
c. Place negative comments about the booking site on as many social media sites as possible.
d. Write a letter to someone in charge at the website where she booked her hotel.
ANSWER: d
39. Which of the following is the best example of a situation justifying a straightforward claim?
a. The transmission in your car gave out after the warranty period.
b. A shipment arrived two weeks after the date that delivery was promised.
c. Your credit card was billed twice for a purchase you made.
d. You skipped the instructions and accidentally broke an object purchased.
ANSWER: c
40. Which of the following is the best approach to opening a direct claim letter?
a. Explain the problem in detail and justify your request.
b. Use an angry tone to show the reader that you are serious.
c. Open with a clear statement of the problem or with the action you want the receiver to take.
d. Remain vague to allow the reader to decide on a remedy for the problem.
ANSWER: c
41. Which of the following is the best opening for a straightforward claim letter?
a. I have been a loyal customer of the SuperStore for many years
b. Please credit my Visa account for $36, the amount I was overcharged on November 8.
c. I was extremely disappointed to be overcharged on my dinner bill.
d. I am writing this letter to lodge a complaint.
ANSWER: b
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42. Which of the following should you do in the body of a direct claim letter?
a. Mention that you have enclosed copies of all pertinent documents.
b. Show that you are angry about the situation so that you will be taken seriously.
c. Mention the name of the person who is to blame for the problem.
d. Make up some of the facts that support your claim.
ANSWER: a
43. Which of the following is the best closing for a straightforward claim letter?
a. Thank you in advance for your consideration in this matter.
b. Please credit $36 to my account by December 31, when my next billing cycle begins.
c. If I don’t get a refund by December 31, I will contact my attorney.
d. I look forward to having this adjustment made as soon as possible.
ANSWER: b
44. Which of the following is an accurate statement about posting complaints online?
a. If you want a company to pay attention to your complaint, post it online.
b. Social media posts are always interpreted in a positive way.
c. Anonymous complaints made online can be tracked to the writer.
d. You cannot be sued for negative comments you make online.
ANSWER: c
45. A colleague has decided to write a negative online review of an auto body shop she recently visited and has asked for your advice. What is the best advice you can give her?
a. Make the review as long as possible so that you can include many details about the shop.
b. To be safe and to protect your privacy, leave the comment anonymously.
c. Include positives as well as negatives in the review.
d. Even if the shop contacts you to correct the problem, leave the original message posted as is.
ANSWER: c
46. Which of the following is NOT a goal in writing adjustment messages?
a. to rectify a wrong, if one exists
b. to regain the confidence of the customer
c. to avoid future correspondence with the customer
d. to promote future business
ANSWER: c
47. Which of the following is the best opening for an adjustment message?
a. We appreciate your e-mail on November 17 wherein you let us know what happened while dining with us last month
b. We have credited your account for $36 to refund your dining bill
c. We are so sorry that you had a bad experience while dining with us last month.
d. Although we generally don’t offer refunds, we’re willing to make an exception in this case.
ANSWER: b
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48. Which of the following should you do in the body of an adjustment letter?
a. Explain who specifically is to blame for the problem.
b. Explain how you are complying with the claim.
c. Promise the customer that the problem will never happen again.
d. Apologize profusely.
ANSWER: b
49. Which of the following is the most accurate statement about apologizing in an adjustment message?
a. If you apologize, use a standard phrase such as We apologize for any inconvenience we may have caused.
b. Apologies should be avoided because they are counterproductive.
c. Apologies should be made early and briefly.
d. Never apologize in an adjustment message for fear of lawsuits.
ANSWER: c
50. Which of the following is the best closing for an adjustment message?
a. We apologize for any inconvenience this has caused
b. We are deeply sorry for this unfortunate event.
c. We hope this refund proves our commitment to excellent service.
d. If you have any questions or concerns, please do not hesitate to call ANSWER: c
51. Which of the following is the most accurate statement about goodwill messages?
a. Goodwill messages are obsolete in today’s fast-paced society.
b. You’ll make a better impression by giving a ready-made card or calling the person than by writing your own message.
c. Written goodwill messages provide a record that can be reread, savoured, and treasured.
d. Most communicators find it easier to write goodwill messages than other types of business documents.
ANSWER: c
52. The best goodwill messages concentrate on the five Ss. Which of the following is not one of the five Ss?
a. specific
b. savvy
c. spontaneous
d. short
ANSWER: b
53. Afareen just found out that her colleague recommended her for a promotion. Which of the following should she do?
a. She should promptly send a note of thanks.
b. She should thank her colleague if she brings it up.
c. She should wait to see if she gets the promotion, then send a thank you note.
d. She should thank her publicly at the next meeting.
ANSWER: a
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54. What is the most accurate statement about sending goodwill messages, including thank-you and sympathy messages?
a. In today’s digital age, goodwill messages should no longer be written by hand.
b. Sending an e-mail goodwill message of any kind is acceptable to everyone.
c. Thank-you messages should be sent via e-mail as it is quicker.
d. You should send handwritten sympathy messages using special stationery or cards. ANSWER: d
55. In the workplace, most messages are positive or neutral and, therefore, direct.
a. True
b. False ANSWER: True
56. As you prepare to write a business message, you should first ask, What communication channel should I use?
a. True
b. False ANSWER: False
57. Business letters are preferred over e-mail when a permanent record is required, when a message is confidential, and when formality is necessary.
a. True
b. False ANSWER: True
58. In today’s digital age, business letters have become obsolete.
a. True
b. False ANSWER: False
59. Most routine request and response messages should be organized using the indirect strategy.
a. True
b. False ANSWER: False
60. Our company will be holding an employee retreat early next year is an example of putting the most important information in the beginning of a message to a hotel requesting information about accommodations.
a. True
b. False ANSWER: False
61. Action information, including deadline dates, should be placed in the body of a routine request message.
a. True
b. False ANSWER: False
62. Thank you in advance for your cooperation is an effective and professional way to show appreciation in a request
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Chapter 8 Positive Messages
letter.
a. True
b. False ANSWER: False
63. An effective opener for a message replying to a customer’s request might be Yes, our retreat facilities, which can accommodate 126 people, are available on March 9–12, 2018.
a. True
b. False ANSWER: True
64. If you have any further questions, please do not hesitate to call is an effective and professional way to end a routine response message.
a. True
b. False ANSWER: False
65. Companies should respond to every comment left by customers on social media sites.
a. True
b. False ANSWER: False
66. Pull the red lever is an example of an instruction in the imperative mood.
a. True
b. False ANSWER: True
67. Instructions will be most readable if the steps are presented in a numbered vertical list.
a. True
b. False ANSWER: True
68. Straightforward, direct claims are those to which you expect the receiver to agree readily.
a. True
b. False ANSWER: True
69. Phone calls and e-mail messages are usually taken more seriously than a written claim letter.
a. True
b. False ANSWER: False
70. Showing that you are angry is an effective technique for getting a claim granted because it shows the intensity of your emotions.
a. True
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b. False ANSWER: False
71. Delay in writing a claim letter makes the claim appear less important to the receiver.
a. True
b. False ANSWER: True
72. If you have a complaint against a company, you should begin by posting your comments online on various social media sites.
a. True
b. False ANSWER: False
73. When writing a positive review of a company or product, it’s best to include suggestions for improvement.
a. True
b. False ANSWER: True
74. An adjustment message granting a claim should be arranged using the direct pattern.
a. True
b. False ANSWER: True
75. Very few businesses make adjustments promptly.
a. True
b. False ANSWER: False
76. A statement such as Even though we normally don’t repair printers that have been mishandled by their owners, we have decided to repair your printer this one time only is an effective way to grant a customer’s claim because it shows generosity.
a. True
b. False ANSWER: False
77. We apologize for any inconvenience this may have caused is a professional, sincere way to apologize in an adjustment message.
a. True
b. False
ANSWER: False
78. Avoid using words such as regret, inconvenience, and misunderstanding in adjustment messages.
a. True
b. False
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ANSWER: True
79. Goodwill messages such as thank-you notes and condolence messages are often more difficult to write than other types of routine business documents.
a. True
b. False
ANSWER: True
80. Oral messages are usually more expressive and more meaningful to receivers than written goodwill messages.
a. True
b. False
ANSWER: False
81. Goodwill messages should use phrases such as Thank you from the bottom of my heart or It gives me great pleasure to extend my congratulations.
a. True
b. False
ANSWER: False
82. An effective way to begin a thank-you message is Thanks, Lyndsay, for hosting our class last Friday evening at your lovely home.
a. True
b. False
ANSWER: True
83. It’s not necessary to respond when you receive a written congratulatory note.
a. True
b. False
ANSWER: False
84. Because sympathy notes can be difficult to write, you should always purchase a commercial, preprinted sympathy card to make the best impression.
a. True
b. False
ANSWER: False
85. ___________, positive messages are those that communicate straightforward requests, replies, and goodwill.
ANSWER: Routine
86. Business are important when a permanent record is required, when a message is confidential, and when formality is necessary.
ANSWER: letters
87. When you write messages that request information or action and think your request will be received positively, use the organizational strategy.
ANSWER: direct
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88. The most emphatic positions in a message are the opening and ___________.
ANSWER: closing
89. You should provide necessary details in the of a message that requests information or action.
ANSWER: body
90. Action information and deadlines belong in the of a routine request message.
ANSWER: closing
91. The closing of a routine request that requires action may include an end so that the reader knows when an action is required.
ANSWER: date
92. Knowledgeable business communicators use a(n) line in a routine response message to refer to earlier correspondence so that in the first sentence they are free to emphasize the main idea.
ANSWER: subject
93. Social media experts say that not every comment on the Web merits a response. They recommend responding to posts only when you can add _____________, for example, by correcting false information or providing customer service.
ANSWER: value
94. messages describe how to complete a task.
ANSWER: Instruction
95. Remove the protective seal from the toner cartridge has been written in the ____________________, or command, mood.
ANSWER: imperative
96. (or complaint) letters are written by customers to identify or to correct a problem with products or services they have purchased.
ANSWER: Claim
97.
(or straightforward) claims are those to which you expect the receiver to agree readily; these claims are written using the direct organizational pattern.
ANSWER: Direct
98. Even in an age of digital communication, claims written as are taken more seriously than telephone calls or e-mails.
ANSWER: letters
99. In the of a claim message, explain the problem and justify your request. Provide the necessary details so that the difficulty can be corrected without further correspondence.
ANSWER: body
100. When a company receives a claim and decides to respond favorably, the response message is called a(n) ____________________.
ANSWER: adjustment
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101. Adjustment messages that grant customers’ claims should be written using the organizational pattern.
ANSWER: direct
102. Deciding whether to to a customer in an adjustment message is a debatable issue. Some attorneys discourage doing so, but many customers appreciate it.
ANSWER: apologize
103.
ANSWER: Goodwill
messages express thanks, congratulations, recognition, and sympathy.
104. Goodwill messages should be selfless, specific, sincere, spontaneous, and ____________________.
ANSWER: short
105. Although e-mail is incredibly successful for both internal and external communication, many important messages still call for letters. Business letters are necessary in four situations. List and give a work-related example of each of these situations.
ANSWER: Student answers will vary:
a.
b.
c.
When a permanent record is needed: For example, when a company enters into an agreement with another company, business letters introduce the agreement and record decisions and points of understanding.
When information is confidential: For example, when you must send a letter of recommendation that may contain confidential information, a business letter is preferred over other channels.
When formality is required: For example, when you have to deliver bad news to a client, business letters carry the nonverbal message that the writer considered the message to be significant.
d. When a persuasive, well-considered message is needed: For example, direct mail letters remain a powerful tool to promote services and products to customers and potential customers.
106. You are responsible for writing an instruction e-mail message that will outline the new procedures to log on to the company network. Develop a numbered list containing at least five steps. Your list should be written clearly using parallel structure.
ANSWER: Student answers will vary. Each step should begin with an action verb in the imperative mood:
Instructions for Logging on to the Company Network
1) Go to https://www.companynetwork.com.
2) Click on the “Log In” button.
3) Type in your user name (your employee ID number).
4) Type in your password (your six-digit birth date).
5) Click on the “Enter” button.
107. Your company was charged twice last month for its rent. This amount is automatically deducted from your company’s chequing account, and you just noticed the double entry for June. You must write a claim letter to your landlord asking for a refund of $3,000. Write a clear, concise claim letter. Because you expect your landlord to agree readily, use the direct strategy. Write only the body of the letter, omitting the letter addresses, salutation, complimentary close, and enclosure line.
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ANSWER: Student answers will vary.
Please issue a refund cheque for $3,000, which is the amount our company was overcharged for our rent in June 2015.
Our rent is automatically deducted from our chequing account each month (Account No. xxxxxxxxx). In June the $3,000 amount was deducted twice. Enclosed is a copy of our June bank statement with the double entry highlighted.
Please issue the refund cheque of $3,000 by July 20 so that we can deposit it before our next rent payment is due.
108. You are a landlord for an office building. You just received a claim letter from a tenant asking for a refund of $3,000 for a duplicate rent payment in June. You check your records and find out that the June rent was deducted twice from the tenant’s bank account. You think this must have been a bank error, but the double amount was transferred to your bank account. Write an adjustment letter to the tenant, and enclose a refund cheque. Write only the body of the letter, omitting the letter addresses, salutation, complimentary close, and enclosure line.
ANSWER: Student answers will vary. The letter should begin with a direct statement of action, include a brief explanation, and end with a goodwill message. An example follows.
Enclosed is a cheque for $3,000 as refund for the double rent you paid in June 2015.
Our research shows that the automatic deduction for your rent was accidentally processed twice last month, and we have communicated with the bank to make sure that this doesn’t happen again.
You were most helpful in informing us of this situation and permitting us to correct it.
109. Goodwill messages are used in business to express thanks, recognition, and sympathy. Explain why these messages are valuable in the workplace and the five Ss that apply when writing them. Then describe three work-related scenarios where it would be appropriate to send each of these types of messages.
ANSWER: Student answers will vary.
Goodwill messages are important in the workplace because they make the receiver feel good. Goodwill messages show that you care and that you consider an event to be important. The five Ss to remember when writing goodwill messages include
a. Selfless: Be sure to focus the message solely on the receiver, not on the sender.
b. Specific: Personalize the message by mentioning specific incidents or characteristics of the receiver.
c. Sincere: Let your words show genuine feelings. Use conversational language in your written message. Avoid pretentious, formal, or flowery language.
d. Spontaneous: Keep the message fresh and enthusiastic. Avoid canned phrases. Strive for directness and naturalness, not creative brilliance.
e. Short: Although goodwill messages can be as long as needed, try to accomplish your purpose in only a few sentences.
Scenarios in which each type of message would be appropriate include the following:
A thank-you note can be written to thank someone for
a. Giving you a gift.
b. Treating you to lunch or dinner.
c. Hosting a party or other event.
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Chapter 8 Positive Messages
d. Helping you on a project.
e. Doing a great job.
A congratulations note can be written to recognize someone for
a. Getting married.
b. Having a baby.
c. Graduating from college or university.
d. Retiring.
e. Landing a big account.
f. Getting a promotion.
g. Completing a successful project.
A sympathy note can be written when
a. A coworker’s spouse or other loved one dies.
b. A coworker becomes ill or injured.
c. A coworker dies (message sent to family).
d. A coworker has a loved one who is ill or injured.
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Test Bank for Business Communication Process & Product Brief 6th Brief Edition by Guffey Visit TestBankBell.com to get complete for all chapters
