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Business Communications
Exam Two (Chapters 5-11)

Name__Paula Brooks____________________________________ Date_11-28-2012__________________

Chapter Five

Directions: In the space preceding each sentence, write T if the statement is true or F if the statement is false.

____T__ 1. Good news and neutral news messages follow the same strategy.

____F__ 2. Emphasize I or we when planning a neutral or good news message.

_____F_ 3. The indirect message pattern is appropriate for good news messages.

___T___ 4. A claim message should end with a courteous suggestion for prompt action.

Directions: In the spaces proceeding the statement list the sequence.

5. List the sequence for the good news strategy.

(1)_Open with the good or neutral news __________________________________________________________________________

(2)__Follow with adequate details or descriptions _________________________________________________________________________ (3)___End pleasantly ________________________________________________________________________

Chapter Six/Seven

Directions: In the space preceding each sentence, write T if the statement is true or F if the statement is false.

___T__ 6. The objective of a refusal message is to say no and still maintain goodwill.

__T___ 7. State or imply the bad news in the opening statement of a bad news message.

__F___ 8. When you prepare a bad news message, use the direct message pattern.

__T___ 9. Buffers do not contain negative statements.

___T__ 10. To promote diplomacy, use active voice in the explanation of the refusal.

__T___ 11. Always end a bad news message with a positive statement.

Directions: In the spaces provided fill in the blanks.

12. The persuasive strategy AIDA refers to is:

_Attention_____________________________

__Interest____________________________...

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