Administrative Professional Certification
Review-1006 Correctly defined Terms
with Verified Answers
Positive Language - CORRECT ANSWER can be done,
... [Show More] read or hear things from the
positive point of view, Language that creates goodwill and gives more options to
receivers than negative language.
Tone - CORRECT ANSWER your communication
Goodwill - CORRECT ANSWER major concern
Positive Letters - CORRECT ANSWER yes to the message receiver, can be done,
direct, deductive approach
Routine Letters - CORRECT ANSWER positive tone and clearly communicate whatever
message is intended, using direct strategy and develop ideas in a straight forward
manner. State immediately why you are writing, explain in body why you are writing,
present details that explain your request or response. Specify what you want reader to
do
Negative Letters - CORRECT ANSWER reader knows reason for rejection, bad news is
revealed with sensitivity, acceptance - understand/indirect pattern, maintain positive
image, message clarity, protection (avoid liability)
Persuasive Letters - CORRECT ANSWER message-receiver needs, wants, or may
have interest in, Letters that attempt to influence the behavior and thinking of another
person or group at the reading thereof
Form Letters - CORRECT ANSWER personalized repetitive letters, letters with variable
information, letters from form paragraphs
Parts of memoranda - CORRECT ANSWER to, from, date, subject, and message,
reply, signatures, and copy notation
Consistency - CORRECT ANSWER basic rule of written communications
Abstracting Techniques - CORRECT ANSWER photocopying and highlighting key
points, preparation of a summary of key points in a document (such a summary in
paraphrased from is called a précis)
Primary Data - CORRECT ANSWER Original documents, information from files,
interviews, questionnaires, personal observations, research studies, Facts collected
specifically for the problem or project at hand.
Secondary Data - CORRECT ANSWER publication already in print (books, magazines,
pamphlets, etc.), Information that already exists somewhere, having been collected for
another purpose
Reports are made up of the following - CORRECT ANSWER Prefatory Parts
Introduction
Body
Summary
Supplementary Data
Prefatory Parts of a report - CORRECT ANSWER cover, title fly, title page, letter of
authorization, letter of transmittal, table of contents, table of tables, and abstract
Introduction of a report - CORRECT ANSWER presents information about the
authorization for the report
Body of a report - CORRECT ANSWER explanation and presentation of data, the bulk
of the report or proposal.
Summary, conclusion of a report - CORRECT ANSWER Summary of the report
Supplementary Data/Appendices of a report - CORRECT ANSWER Appendix,
bibliography, and index
Direct Approach - CORRECT ANSWER The direct approach anticipates no resistance
to its message--for instance, "you've been hired," "your order is being shipped today," or
even "the project will be done in one week."
In this case, organizing your message is simple. Memos and letters should have some
kind of brief introduction, sometimes as its own paragraph. The introduction is simply a
straightforward statement of the main point of the message. For instance, if you are
writing a letter to confirm an order, simply begin by stating, "We have received your
order and are shipping it today." Then the rest of the letter can provide details like
shipping time, cost, etc.
Whenever possible, use the direct approach. Most readers are in a hurry and want the
main point up front. And if there's no reason for them to respond negatively, there's no
reason to delay that main point.
Keep in mind that the direct approach applies equally to letters, memos, and e-mail
messages
Indirect approach - CORRECT ANSWER Sometimes, your letter, memo, or e-mail
message contains "bad news" of some type. One that strategically delays the bad news
until your reader has been prepared to accept or deal with it in a positive way [Show Less]