管理沟通题目(英)

True/False Questions1. A positive or good news message asks the reader to take immediate action.2. In an informative message, the reader's reaction is expected to be neutral.3. Details about your main point must always be given in chronological order.4. Goodwill endings should be used only in interoffice memos; they are too informal forletters.5. Any negative elements should be eliminated from an informative message to ensurethat the reader will react positively.6. Transmittals should briefly indicate the content of the document they areaccompanying.7. Research shows that most business people consider subject lines to be unimportant.8. The main point of a memo should not be included in the subject line; it should be inthe first paragraph only.9. Reader benefits are necessary only when readers will disagree with your main point.10. If the subject line of an e-mail message doesn't seem interesting or relevant, thereceiver may not even call up the message.11. Transmittals frequently have important secondary purposes.12. Using reader benefits in positive memos would be insulting, since readers aremembers of your own organization and already know how things will benefit them.13. Informative messages not only give information but also try to build positive attitudestoward that information.14. Reader benefits for a new policy should stress how the policy helps the organization.15. Informative and positive memos use a different pattern of organization thaninformative and positive letters.16. Each element in the pattern of organization for positive messages must be in aseparate paragraph.17. If you can't make a subject line both short and specific, it's better to make it short.18. A transmittal must be typed.19. Reader benefits should be included in every type of informative message.20. Even a simple informative or positive message usually has several purposes.21. Subject lines are found only in memos.22. Informative messages are not necessarily short.23. When summarizing a visit to a client for others in your organization to read, youshould write a chronological account.24. If a message contains any negative elements at all, it cannot be classified as aninformative or positive message.25. When writing a memo addressed to "All Employees," your ending should refer toindividuals in the organization so they feel included in the message.26. In a short informative or positive message, the best strategy for ending the messagemay be to just stop.27. Informative and positive messages should be one page or less.28. Confirmations of oral conversations are considered a duplication of effort andtherefore are rarely used in a business setting.29. In a summary of a conversation for internal use, identify the people who were present,the topic of discussion, decisions made, and who does what next.30. Research shows that when people have complaints that are quickly resolved, themajority will still buy from the same company; when people have problems but don't complain, only 9% will.31. Sharing stories while entertaining does not strengthen corporate culture.32. Subject lines are far less important in e-mail than in letters and memos.33. A transmittal is always an informative message.Multiple Choice Questions34. Which of the following is LEAST likely to be useful to readers in a summary of avisit with a client or customer?A) The action to be taken as a result of the meetingB) An umbrella paragraph to foreshadow the points you will make in the summaryC) Details to support each point you makeD) A chronological account of what you did during the entire time of the meeting35. A company is announcing that employees can now be reimbursed for tuition forcourses leading to bachelor's or master's degrees. Which of the following is the BEST subject line?A) Tuition Reimbursement PolicyB) New Tuition Reimbursement ProgramC) Details on How You Can Be Reimbursed for Tuition for Courses Leading toBachelor's and Master's DegreesD) Have You Thought About Going Back to School?36. Which is the BEST purpose for including reader benefits in an informative message?A) To show how the policy or procedure helps the readerB) To fill up the entire pageC) To surround any negatives with positive informationD) To demonstrate the writer's creativity37. Which of the following is NOT a reason to use a subject line?A) It aids in filing and retrieving the document.B) It tells readers why they need to read the document.C) It provides a framework in which to set what you're about to say.D) It ensures a faster response.38. Which is the BEST strategy when you must limit your memo to one page but haveimportant information that won't fit on the page?A) Invite readers to phone you for full details.B) Use tiny type to fit everything on one page.C) Put the key points in a one-page memo and put the rest of the information in anappendix or attachment which you distribute with the memo.D) Put the key points in a one-page memo and invite readers to stop by your officeto pick up a document with full information.39. Which is the BEST strategy for ending an informative letter to a new client?A) Stress that the reader is welcome to call you anytime if more information isneeded.B) Refer to your company's future relationship with the reader's organization.C) Mention your company's reputation in the field, to reassure the client that hiringyour company was a good choice.D) Apologize for not being able to provide a particular service that the reader hasinquired about.40. Midwest Insurance Company wants to announce a new system of awarding bonuses.Which of the following would be the BEST subject line?A) New Opportunities for Earning BonusesB) Funding BonusesC) BonusesD) How to Make More Money41. A company is announcing that employees can get a 20% discount on cars they rentfrom Big City Car Rental. Which of the following is the BEST subject line?A) Policy on Car RentalsB) New Discount on Car RentalsC) Car UseD) New Policy Permitting 20% Discount for CEC Employees on Cars Rented fromBig City Car Rental for Regular Business, Occasional Business, or Personal Use42. Which of the following would be the BEST strategy to follow in the openingparagraph of a memo announcing the decision to redecorate the company cafeteria and employee lounge?A) Explain the reason for the decision, so employees will have the necessarybackground to understand the decision itself.B) Stress that the decision has been made to benefit the employees.C) Build goodwill by acknowledging up front that employees will beinconvenienced by not being able to eat in the cafeteria for about a month.D) State what areas will be redecorated and when the work will begin.43. Which of the following is LEAST likely to build goodwill when writing acongratulatory note to one of your peers?A) Giving specifics to show that you are sincereB) Sending the note right after the accomplishment takes placeC) Keeping the reader's point of view in mind when writingD) Mentioning your own work on a similar project44. In which of the following situations is it LEAST necessary to include reader benefitsin an informative message?A) When you are presenting policiesB) When you want to shape the reader's attitudes toward the information or towardyour organizationC) When stressing benefits may make the reader sound selfishD) When some of the benefits may not be obvious to the reader45. Which of the following would NOT be an informative or positive message?A) SummaryB) ConfirmationC) TransmittalD) Direct request46. Which of the following is LEAST likely to be a purpose in an informative or positivemessage?A) To build a good image of the writer and his or her organizationB) To reduce or eliminate further correspondence on the same subjectC) To have the reader read the message and understand itD) To have the reader respond to the message in writing47. Most subject lines are short. This means that they are normally less thanA) three words.B) five words.C) ten words.D) twenty words.48. Which of the following would be classified as an informative or positive message?A) A request for informationB) An announcement of a policy that reduces benefitsC) A letter to an employer announcing you've accepted another offerD) A memo for the file recording actions and rationales49. The Dean of Students is announcing a reception for new nontraditional students.Which of the following is the BEST subject line?A) Nontraditional studentsB) Reception to Welcome Nontraditional Students Who are Attending the Universityfor the First TimeC) Will You Help Us Welcome Nontraditional Students?D) Reception for New Nontraditional Students50. Which of the following is MOST likely to build goodwill in a letter granting anadjustment?A) Explaining that no one else has ever complained about this product, so you'resure that she would be satisfied if she ordered from you again.B) Explaining exactly how you made the decision to grant her request.C) Explaining the you are granting the request in the very first sentence.D) Explaining that the problem really is not your fault because your supplier soldyou some inferior parts.51. A state agency is setting up training sessions for its new employees. Which of thefollowing is the BEST subject line?A) Training SessionsB) Teaching New Employees What They Need to KnowC) New Employees' Areas of IgnoranceD) Training Sessions for New Employees52. For a short memo answering your boss's request for last quarter's sales figures, whichof the following, if any, would be the BEST revision for the ending "Should youhave any questions regarding this matter, please feel free to call me"?A) "Please feel free to call if you have questions."B) "Call me at extension 8905 if more information is needed."C) "Feel free to call me if this information is unclear."D) Omit the sentence.53. Which of the following would be the BEST strategy to follow in the openingparagraph of a letter to clients announcing expanded hours?A) Explain that the results of a recent survey indicate that a lot of people areunhappy with the current hours.B) State what the new hours will be and when they go into effect.C) Apologize for still being closed on holidays.D) Explain how the expanded hours will affect clients.54. Which of the following statements gives the BEST advice for how the standardpattern for informative and positive messages should be applied?A) Always use all the elements [all five parts] of the basic pattern, and present themin the order they are given in the pattern.B) Present each element in a separate paragraph of its own.C) Never go over one page when using this pattern, whether writing a memo or aletter.D) Understand the rationale behind the pattern so you can modify it when needed.55. When you grant a customer's request for an adjusted price, discount, replacement, orother benefit to resolve a complaint, do soA) after you explain your own process in making the decision.B) in the very first sentence.C) in the middle of the letter, to deemphasize the fact that you are giving in to thecustomer.D) in the last paragraph, so you leave the reader with a good impression.Fill-In Questions省略Short Answer Questions省略Essay Questions76. Why are reader benefits necessary in some types of informative and positivemessages? Since by definition these messages are ones to which readers will react neutrally or positively, is it worth the time necessary to develop and describe benefits?Explain the theory behind using reader benefits in informative and positive messages and the types of situations in which they are necessary. Discuss specific examples to illustrate and clarify your ideas.Answer:Good answers will explain the types of situations that require reader benefits. Some possibilities are the following: (1) When you are presenting policies: (2) when you want to shape readers' attitudes toward the information or toward your organization;(3) when stressing benefits presents readers motives positively: (4) when some of thebenefits may not be obvious to readers.Good answers will also indicate that reader benefits should show that the policy or procedure helps readers, not just the company. Enough details should be given to make the benefits clear and convincing. It's best to use internal motivators, those that come from the activity or policy itself.Messages that use reader benefits well more than repay the writer for the time it takes to explain them. Good reader benefits can help writers accomplish both major and minor purposes in their writing, by creating a positive attitude towards the information they convey and by building a good relationship between the reader and the writer.。