A.   Create a numbered or bulleted list in the body of the letter. 

B.   Email follow-up.

C.   Paragraph.

D.   Enclosure in a memo.

A.   Action, Introduce, Desire, and Action.

B.   Attention, Interest, Desire, and Action.

C.   Analyze, Introduce, Demand, and Act.

D.   Anticipate, Interest, Desire, and Action.

A.   revealing sensitive news.

B.   expecting the audience to be pleased, mildly interested, or neutral.

C.   presenting ideas requiring persuasion.

D.   delivering bad news.

A.   When language is sensitive and bias free.

B.   When a writer joins two independent clauses with a comma.

C.   When the same word type or tense is used in a list (i.e. walk, talk, run, not walking, talked, ran).

D.   When modifiers must be close to the words they describe or limit. 

A.   We will give serious consideration to your application.

B.   The board will conduct a discussion about the possible merger.

C.   We hope to discover the reason our profits are declining.

D.   The task force reached a conclusion about how to improve morale.

A.   emphasizes second-person pronouns instead of first-person (I, we) pronouns.

B.   uses slang and abbreviations to personalize the message.

C.   dictates that all sentences be written as commands.

D.   means that all messages are written in the active voice.

A.   Yes, we will send the information you requested.

B.   I am writing this letter to inform you that we will send the information you requested.

C.   This is to advise you that we will send the information you requested.

D.   You may be interested to learn that we will send the information you requested.

A.   There are three important issues that we can choose to discuss at today's meeting.

B.   There is only one job opening currently available.

C.   Three candidates are running for the board.

D.   It was our one and only office manager who won the raffle.

A.   I want to thank each and every stockholder.

B.   It is absolutely essential that our accounting records are accurate.

C.   Let's not repeat our competitor's mistakes.

D.   Please refer back to the June financial statements.

A.   Lists confuse readers because they are visually distracting.

B.   Lists decrease the readability level of a document.

C.   Lists allow readers to review main ideas quickly. Increase skim value.

D.   Lists decrease a reader's comprehension of the main ideas.

A.   formality.

B.   permanency.

C.   length.

D.   social media marketing.

A.   If you have any further questions about this new benefits plan, please do not hesitate to contact me. 

B.   Please email me at your earliest convenience with your decision.

C.   We really need to implement this new benefits plan soon. 

D.   Contacting me December 1st about your support of this new benefits plan will allow me to present this proposal at the next strategic planning session.

A.   Bad news, reasons, buffer, and closing.

B.   Closing, buffer, bad news, and reasons. 

C.   Buffer, reasons, bad news, and closing. 

D.   Buffer, bad news, reasons, and closing.

A.   I recently read an article about your firm in the local newspaper.

B.   Please answer the following questions about your Web services.

C.   Cape Consulting Inc. is the premier communication-consulting firm in the Cape and islands area.

D.   My name is Jill Aubrey, and I am the office manager for Cape Consulting Inc.

A.   omit the sender's name to avoid legal liability. 

B.   include familiar expressions such as "If I may be of further assistance, please don't hesitate to call me."

C.   avoid repeating the information provided or referring to its use.

D.   provide specific details (time, date, etc.) if further action is required.

A.   Subject, opening, body, and closing.

B.   Subject, closing, body, opening.

C.   Buffer, reasons, bad news, and closing.

D.   Subject, closing, body, and opening.

A.   Bad news, reasons, buffer, and closing

B.   Buffer, reasons, bad news, and closing

C.   Buffer, explanation, reasons, and closing

D.   Bad news, explanation, reasons, and closing

A.   Edit, proofread, and evaluate. 

B.   Analyze, anticipate, and adapt. 

C.   Prewriting, drafting, and revising. 

D.   Organize,research, and draft.

A.   Adding unnecessary words to a message to make it longer. 

B.   Adapting a message to its audience.

C.   Eliminating unnecessary words like long lead-ins and words that add no value.  

D.   Using positive language that avoids negative words.

A.   Cite facts, statistics, expert opinions, examples, and specific details to support her request.

B.   Capture the reader's attention and interest.

C.   Identify herself and her company.

D.   Provide her telephone number.

A.   All of these.

B.   You may have a very important email going to a large group or your CEO.

C.   You may get passionate about something and want to fire back an email.

D.   You may be summarizing something in which you have worked very diligently. 

A.   Researching, organizing, and drafting. 

B.   Analyze, anticipate, and adapt. 

C.   Writing, questioning, and guessing.

D.   Edit, proofread, and evaluate.

A.   Thanking you in advance for sending a copy of the contract for installation of a new HVAC. 

B.   I would appreciate receiving a copy of the contract for your proposed installation at your earliest possible convenience. 

C.   Please send a contract for heating and ventilation work by April 1 to allow installation to begin by April 15. 

D.   We hope you can get our work completed in a timely manner. 

A.   10 words.

B.   20 words.

C.   There is no limit.

D.   40 words.

A.   High-context

B.   Primitive

C.   Ancient

D.   Low-context

A.   Psychological

B.   Emotional

C.   Dual (both Rational and Emotional)

D.   Rational