(激励与沟通)商务沟通打印版

第七章

1.When it comes to routine message, you can

Keep the planning stage brief.

2.When writing routine message, you

Can assume that your readers will be interested or neutral

3.When writing a routine request, you begin

By politely stating your request.

4.what should you do when asking question s in a routine request?

Deal with only one topic per question.

5.which of flowing should you do when closing a routine request?

Ask the reader to respond by a specific and appropriate time.

6.A courteous close contains

All of above

7.If you are making a routine reply to a customer, it`s a good idea to

Include resale information to assure the customer of the wisdom of his or her purchase

8.A positive message should open with a clear and concise statement of the good news

9.If a message has both positive and negative elements, you should

Try to put the negative news in a positive context.

10.Which of the following is not among the recommended elements to include in your message if you are responding to a claim or complaint

Complete contact information for your corporate legal staff

11.If a customer who is clearly at fault requests an adjustment, you should

Carefully weight the cose of complying with the request against the cost of denying it, then decide how to respond based on the overall impact on your company.

12.If a third party (such as a shipping company )is at fault when one of your customers makes a claim or request an adjustment ,the best response is to

Following the terms of whatever customer service agreement your company has with he third party

13.Which of the following is generally true about informative message ?

Your audience may or may not be expecting them and may or may not be motivated to read them

14.The purpose of goodwill message is to

Enhance relationships with customers ,colleague ,and other businesspeople

15.The most effective goodwill messages

Are sincere and honest

第八章

1.Which of the following is an effective way to mmaintain the “you” attitude when crafting negative messages ?

Show respect for the reader by avoiding negative, accusatory language and emphasizing positives whenever possible

2.When using the direct approach with negative messages, you begin with

The bad news

3.An advantage of using the direct approach with negative messages is that it

Saves readers time by helping them reach the main idea more quickly

4.When using the indirect approach with negative messages, you begin with

A buffer

5.An advantage of using indirect approach with negative messages is that

It eases the reader into the message

6.The purpose of using the indirect approach is to

Soften the blow of the bad news for the reader

7.Which of the following is a good possibility to consider for use in writing a buffer?

All of above are useful approach

8.When writing negative messages ,the key difference to consider between internal and external

audiences is

The length of time they’ve been associated with the company

9.When a negative messages is going be sent to both internal and external audiences(such as an announcement of factory closing ),which of the following best describes the expectations that internal audiences usually have regarding the timing of the message delivery ?

Internal audiences want to receive the news after the external audiences has received it

10.A false statement that is damaging to a persons character or reputation ,whether spoken or in writing ,is known as defamation

11.Written defamation is known as libel

12.Spoken defamation is known as slander

13.Which of the following is good advice for avoiding being accused of defamation?

Do all of the above

14.Which of the following best characterizes the nature of crisis management planning ?

Although you can’t anticipate the nature and circumstance of every possible crisis ,you can repare by deciding how to handle such issues as communication with employees and the public

15.Continuing advances in communication technology make it

More difficult to control rumors

16.Why do many experts recommend using an indirect approach when rejecting job applicants ?

Applicants have a deep emotional investment in he decision

17.When explaining why an applicant wasn’t chosen for a position ,you should

Be specific without being too personal ,such as explaining that the position requires special skills that the applicant doesn’t yet possess

第九章

1.Which of the following is true about persuasive business messages ?

They often involve a combination of emotional and logical elements

2.Why is the indirect approach often used in persuasive message ?

It lets the writer build audience interest and desire before asking for action or commitment 3.Which of the following is not a good way to establish credibility with your audience ?

Present only your side of the argument to avoid reminding the audience of alternatives

4.If you lack credibility with an audience ,which of the following would be good technique to use in a persuasive message ?