Business Communication Essentials 6Th Edition Bovee Test Bank Full Chapter PDF

Business Communication Essentials
6th Edition Bovee Test Bank

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Business Communication Essentials, 6e (Bovee/Thill)
Chapter 7 Writing Routine and Positive Messages
1) When developing routine requests and positive messages, you should ________.
A) slowly build up to the request or main idea
B) not assume that your audience will comply
C) demand action to ensure compliance
D) be non-specific when stating what you want
E) state precisely what you want
Answer: E
Explanation: E) You should begin routine requests by placing your initial request up front,
where it stands out and gets the most attention. Of course, getting right to the point should not be
interpreted as license to be abrupt or tactless. You should pay attention to tone. Instead of
demanding action, soften your request with words such as "please" and "I would appreciate."
Classification: Conceptual
AACSB: Communication Abilities
LO: 1
Difficulty: Easy
Learning Outcome: Describe strategies for developing routine and positive messages
2) Routine requests should begin with ________.

A) a clear statement of request
B) a buffer that builds up to the main request
C) a justification for the request
D) an attention-getting statement, fact or question
E) the phrase "thank you in advance" or similar words of appreciation
Answer: A
Explanation: A) Making requests is a routine part of business. In most cases, your audience will
be prepared to comply. Therefore, using the direct approach, open with your main idea, which is
a clear statement of your request. Use the body to give details and justify your request, then close
by requesting specific action.
LO: 1
Difficulty: Easy
1
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3) When stating your routine request up front, you should ________.
A) use a demanding tone to ensure compliance
B) assume that your audience will comply
C) avoid spelling out exactly what you want
D) first offer a justification for the request
E) use the phrase "thank you in advance"
Answer: B
Explanation: B) Making requests is a routine part of business. In most cases, your audience will
be prepared to comply, as long as you're not being unreasonable.
LO: 1
Difficulty: Easy
4) When stating your routine request upfront, you should ________.

A) use the phrase "thank you in advance"
B) first offer a justification for the request
C) use a demanding tone to ensure compliance
D) state precisely what you want
E) not assume that your audience will comply
Answer: D
Explanation: D) You should be specific about what you want when stating your request upfront
in a routine request message.
LO: 1
Difficulty: Easy
5) When making a routine request, the body of your message should ________.
A) put your most important request at the end
B) explain and justify your request
C) address multiple topics in one question
D) offer apologies for any inconvenience caused
E) include information about how you can be reached
Answer: B
Explanation: B) Use the body of your message to explain your request. Make the explanation a
smooth and logical outgrowth of your opening remarks. If complying with the request could
benefit the reader, be sure to mention that.
LO: 1
Difficulty: Easy
2
6) When explaining and justifying multiple requests or questions in the body of your message,
you should ________.
A) address all topics in one question
B) offer apologies for any inconvenience caused
C) start with your most important request
D) not assume that your audience will comply
E) avoid asking questions of the reader
Answer: C
Explanation: C) Use the body of your message to explain your request. You can also use the
body to ask questions that will help you organize the message and help your audience identify
the information you need. However, be sure to ask only relevant questions. To help expedite the
response to your request, ask only questions that are central to your main request.
LO: 1
Difficulty: Easy
7) When explaining and justifying your routine request in the body of your message, you should
________.
A) address multiple topics in one question
B) offer apologies for any inconvenience caused
C) put your most important request at the end
D) not assume that your audience will comply
E) break down complex requests into specific questions
Answer: E
Explanation: E) If you have an unusual or complex request, break it down into specific,
individual questions so that the reader can address each one separately. This consideration not
only shows respect for your audience's time but also gets you a more accurate answer in less
time.
LO: 1
Difficulty: Easy
3
8) The closing of a routine request message should include ________.
A) a sincere apology for the inconvenience caused
B) explanations and justifications for the request
C) the phrase "thank you in advance" to ensure compliance
D) information about how you can be reached
E) questions that will help you organize the message
Answer: D
Explanation: D) Request messages should be closed with a request for some specific action,
information about how you can be reached, and an expression of appreciation. Concluding your
note with "Thank you" or "Thanks for your help" is fine, although "Thank you in advance" is
considered stuffy and presumptuous.
LO: 1
Difficulty: Easy
9) The closing of a routine request message should include ________.

A) a sincere apology for the inconvenience caused
B) explanations and justifications for the request
C) the phrase "thank you in advance" to ensure compliance
D) a specific request that includes any relevant deadlines
E) questions that will help you organize the message
Answer: D
Explanation: D) Close your message with three important elements: (1) a specific request that
includes any relevant deadlines, (2) information about how you can be reached (if it isn't
obvious), and (3) an expression of appreciation or goodwill.
LO: 1
Difficulty: Easy
4
10) You are developing a routine request asking the sales personnel in your team to submit their
sales figures for the month. Which of the following would most effectively close your message?
A) Please send me the information by Thursday evening so that I can include the information in
the monthly sales report. Thank you.
B) These figures should reach my office as soon as possible.
C) I would like to have these figures at the earliest since they need to be included in the monthly
sales report. Thanks in advance.
D) Please ensure that this request is complied with by Thursday evening so that I can include the
figures in the monthly sales report.
E) I expect this information to be sent by Thursday. Please note that time is of the essence here.
Answer: A
Explanation: A) The closing of a routine request message should have three important elements:
(1) a specific request that includes any relevant deadlines, (2) information about how you can be
reached (if it isn't obvious), and (3) an expression of appreciation or goodwill.
Classification: Application
AACSB: Communication Abilities; Analytic Skills
LO: 1
Difficulty: Difficult
11) A message sent by an HR manager asking all employees to submit details about overtime
performed in the previous quarter is an example of a routine request asking for ________.
A) settlements to claims
B) recommendations
C) adjustments
D) information or action
E) references
Answer: D
Explanation: D) Routine requests asking for information or action are used when you need to
know about something, elicit an opinion from someone, or request a simple action.
LO: 2
Difficulty: Moderate
5
12) You write to your college professor, asking her to vouch for your skills and abilities to a
prospective employer. This is an example of a routine request asking for ________.
A) settlements to claims
B) recommendations
C) adjustments
D) information or action
E) mediation
Answer: B
Explanation: B) The need to inquire about people arises often in business. For example, before
extending credit or awarding contracts, jobs, promotions, or scholarships, companies often ask
applicants to supply references. Requests for recommendations and references are routine, so you
can organize your inquiry using the direct approach.
LO: 2
13) Which of the following is a point to keep in mind when developing routine requests for
recommendations?
A) Use the indirect approach for requests for recommendations.
B) Avoid stating why the recommendation is required.
C) Always ask for permission before using someone as a reference.
D) Always offer to pay for the favor.
E) Avoid pressuring the receiver by mentioning a deadline.
Answer: C
Explanation: C) Before you volunteer someone's name as a reference, ask permission to do so.
Some people don't want you to use their names, perhaps because they don't know enough about
you to feel comfortable writing a letter or because they or their employers have a policy of not
providing recommendations.
LO: 2
6
14) When developing routine requests for recommendations, one should ________.
A) use the direct approach for requests for recommendations
B) avoid stating why the recommendation is required
C) ask the referee to sign the letter
D) offer to pay for the favor
E) avoid pressuring the receiver by mentioning a deadline
Answer: A
Explanation: A) Requests for recommendations and references are routine, so you can organize
your inquiry using the direct approach.
LO: 2
15) The opening of a request for recommendation should ________.

A) include the full name and address of the person to whom the letter should be sent
B) mention the deadline for sending the letter
C) trigger the reader's memory of the relationship he/she had with the person referred
D) include an offer to pay for the service rendered
E) contain a neutral buffer statement or statements
Answer: C
Explanation: C) Requests for recommendations and references are routine, so you can organize
your inquiry using the direct approach. Open your message by clearly stating why the
recommendation is required and that you would like your reader to write the letter. If you haven't
had contact with the person for some time, use the opening to trigger the reader's memory of the
relationship you had, the dates of association, and any special events that might bring a clear and
favorable picture of you to mind.
LO: 2
Difficulty: Easy
7
16) The opening of a request for recommendation should ________.
A) contain a sincere apology for the trouble caused
B) clearly state why the recommendation is required
C) include an offer to pay for the service rendered
D) include the full name and address of the person to whom the letter should be sent
E) contain a neutral buffer statement or statements
Answer: B
Explanation: B) Requests for recommendations and references are routine, so you can organize
recommendation is required and that you would like your reader to write the letter.
LO: 2
Difficulty: Easy
17) The body of a request for recommendations should ________.

A) clearly state the deadline for recommendation
B) include an offer to pay for the service rendered
C) contain a sincere apology for the trouble caused
D) mention the deadline for sending the letter
E) list all the information the recipient would need in order to write the recommendation
Answer: E
Explanation: E) Use the body of a request for recommendations to list all the information the
recipient would need in order to write the recommendation, including the full name and address
of the person to whom the letter should be sent.
LO: 2
Difficulty: Easy
18) The body of a request for recommendations should ________.

A) include the full name and address of the person to whom the letter should be sent.
B) mention a deadline for recommendation
C) include an offer to pay for the service rendered
D) contain a sincere apology for the trouble caused
E) contain an expression of appreciation
Answer: A
Explanation: A) Use the body of a request for recommendations to list all the information the
recipient would need in order to write the recommendation, including the full name and address
of the person to whom the letter should be sent.
LO: 2
Difficulty: Easy
8
19) You should close a request for recommendation with ________.
A) the full name and address of the person to whom the letter should be sent
B) a complete career summary
C) a sincere apology for the trouble caused
D) an expression of appreciation
E) a statement that triggers the reader's memory of the relationship you had
Answer: D
Explanation: D) When writing a request for recommendation, close your message with an
expression of appreciation. When asking for an immediate recommendation, you should also
mention the deadline. Always be sure to enclose a stamped, preaddressed envelope as a
convenience to the other party.
LO: 2
Difficulty: Easy
20) You should close a request for immediate recommendation with ________.
A) the full name and address of the person to whom the letter should be sent
B) a complete career summary
C) a sincere apology for the trouble caused
D) a mention of the deadline
E) a statement that triggers the reader's memory of the relationship you had
Answer: D
Explanation: D) When writing a request for recommendation, close your message with an
expression of appreciation. When asking for an immediate recommendation, you should also
mention the deadline. Always be sure to enclose a stamped, preaddressed envelope as a
convenience to the other party.
LO: 2
Difficulty: Easy
9
21) When sending a request for printed recommendation, you should always ________.
A) offer to pay for the service rendered by the person providing the reference
B) enclose a pre-written letter that the receiver only needs to sign
C) enclose a stamped, preaddressed envelope as a convenience to the other party
D) apologize sincerely for the trouble caused
E) use the indirect approach
Answer: C
Explanation: C) When sending a request for recommendations, always be sure to enclose a
stamped, preaddressed envelope as a convenience to the other party.
LO: 2
Difficulty: Easy
22) Sandra's new laptop is not running some key applications. She sends an email to the
company's customer care center explaining the problem. This is an example of a routine request
for ________.
A) making a claim
B) information
C) recommendations
D) finalizing a decision
E) adjustment
Answer: A
Explanation: A) If you're dissatisfied with a company's product or service, you can opt to make
a claim (a formal complaint) or request an adjustment (a settlement of a claim).
LO: 2
10
23) Zack's dishwasher has broken down several times since he bought it six months ago. Zack
writes a letter to the company's customer care center, explaining his problem and requesting that
he receive a replacement for the defective product. This is an example of a routine message
________.
A) asking for information
B) requesting recommendations
C) asking for a decision
D) requesting adjustment
E) requesting action
Answer: D
Explanation: D) If you're dissatisfied with a company's product or service, you can opt to make
a claim (a formal complaint) or request an adjustment (a settlement of a claim).
LO: 2
24) When making claims or requesting adjustments, you should ________.

A) avoid revealing your contact information
B) use the indirect approach
C) always maintain a professional tone
D) not request specific action; leave that to the reader
E) warn the reader of the consequences of inaction
Answer: C
Explanation: C) If you're dissatisfied with a company's product or service, you can opt to make a
claim or request an adjustment. In either case, it's important to maintain a professional tone in all
your communication, no matter how angry or frustrated you are. Keeping your cool will help you
get the situation resolved sooner. In most cases, and especially in your first message, assume that
a fair adjustment will be made and use a direct request.
LO: 2
11
25) When making claims or requesting adjustments, you should ________.
A) warn the reader of the consequences of inaction
B) apologize for the inconvenience caused
C) clearly convey your anger and frustration
D) keep your cool, no matter how angry or frustrated you are
E) use the indirect approach
Answer: D
Explanation: D) If you're dissatisfied with a company's product or service, you can opt to make
a claim or request an adjustment. In either case, it's important to maintain a professional tone in
all your communication, no matter how angry or frustrated you are. Keeping your cool will help
you get the situation resolved sooner.
LO: 2
26) When making claims or requesting adjustments, you should open with a(n) ________.
A) apology for the inconvenience caused
B) straightforward statement of the problem
C) neutral buffer statement
D) expression of your anger and frustration
E) complete and specific explanation of the details of the problem
Answer: B
Explanation: B) If you're dissatisfied with a company's product or service, you can opt to make a
claim or request an adjustment. In most cases, and especially in your first message, assume that a
fair adjustment will be made and use a direct request. Open with a straightforward statement of
the problem.
LO: 2
Difficulty: Easy
12
27) In the body of your routine message making claims or requesting actions, you should
________.
A) clearly express your anger and frustration
B) warn the reader of the consequences of inaction
C) apologize for the inconvenience caused
D) request specific action
E) give a complete and specific explanation of the details
Answer: E
Explanation: E) In the body of a request making a claim or requesting adjustments, you should
give a complete, specific explanation of the details; provide any information an adjuster would
need to verify your complaint.
LO: 2
Difficulty: Easy
28) In the close of your routine message making claims or requesting actions, you should
________.
A) politely request specific action
B) apologize for the inconvenience caused
C) warn the reader of the consequences of inaction
D) give a complete, specific explanation of the details of the claim
E) clearly express your anger and frustration
Answer: A
Explanation: A) In the close of your request making claims or requesting adjustments, you
should politely request specific action or convey a sincere desire to find a solution. And, if
appropriate, suggest that the business relationship will continue if the problem is solved
satisfactorily.
LO: 2
13
29) Which of the following is a guideline for making effective claims or requesting adjustments?
A) Always close with a sincere apology for the inconvenience caused.
B) Clearly convey your anger and frustration through your message.
C) Avoid giving a detailed explanation of your claim in the message.
D) Be prepared to back up your claim with relevant documents.
E) Warn the reader of the consequences of non-compliance.
Answer: D
Explanation: D) When sending messages making claims or requesting adjustments, be prepared
to back up your claim with invoices, sales receipts, canceled checks, dated correspondence, and
any other relevant documents. Send copies and keep the originals for your files.
LO: 2
30) As the HR manager at Greenview Insurance, you wish to communicate to a job applicant that
he has been selected for the final interview process for the position of Financial Analyst. Which
of the following sentences is the best opening line to use when using the direct approach for
positive messages?
A) At Greenview Insurance, we believe in hiring people who share our vision of excellence in
customer service.
B) We are pleased to inform you that, after much deliberation and an exhaustive review of your
qualifications and test results, we have decided to select you from the pool of applicants for the
final interview stage for the position of Financial Analyst at Greenview Insurance.
C) This is to let you know that we have carefully considered your qualifications and test results
and compared them with those of our other job applicants and have concluded that you should be
shortlisted for the final interview process for the position of Financial Analyst at Greenview
Insurance.
D) You have been selected for the final interview for the position of Financial Analyst at
Greenview Insurance.
E) Did you know that Greenview Insurance has consistently been rated one of the best employers
in the financial sector since its inception in 1984?
Answer: D
Explanation: D) When using the direct approach in organizing a positive message, open with a
clear and concise expression of the main idea or good news. Be brief and to the point and avoid
giving unnecessary information that buries the purpose.
Classification: Critical Thinking
AACSB: Communication Abilities; Reflective Thinking Skills
LO: 3
14
31) Which of the following is a strategy for routine replies and positive messages?
A) using the indirect approach
B) placing your main idea in the opening of the message
C) opening with an interesting fact or question
D) avoiding embedding negative information in a positive context
E) introducing your main idea in the body of the message
Answer: B
Explanation: B) Readers receiving routine replies and positive messages will generally be
interested in what you have to say, so you will usually use the direct approach. Therefore, place
your main idea—the positive reply or the good news—in the opening.
LO: 3
15
Roza bought a bookcase from a furniture store two days back. As she was trying to assemble the
bookcase, two of the pieces broke off at the corners when being screwed together. Roza
developed the following email to make a claim and request an adjustment of the company.
From: roza.white@mail.com
To: feedback@kian.com
Sub: Request for product replacement
Dear Customer Service Representative,
I am terribly disappointed at the quality of the product I bought at Kian Furniture. I was shocked
when some of the pieces just broke off into my hands during assembly.
Two of the pieces of the bookcase (model no. DA236698) I bought from your store in Decatur,
GA, on 6 June, 2011, broke off at the corners when I was trying to screw them together to
assemble the furniture. I was using the tools that were enclosed with the product and was
following the assembly directions closely. I have attached a scanned copy of the bill for the
purchase.
I want my money to be returned at the earliest. I have bought several products from Kian in the
past but will not do so again if this matter is not resolved satisfactorily. You can reach me on my
cell phone at (456) 123-4567. I look forward to hearing from you by the weekend.
Sincerely,
Roza White
32) This message is likely to be ineffective because it fails to ________.

A) maintain the writer's anger and frustration
B) warn the reader of the consequences of non-compliance
C) include a negative buffer statement in the opening
D) use the indirect approach
E) use a professional tone
Answer: E
Explanation: E) A message requesting claims must always maintain a professional tone, no
matter how angry or frustrated the writer is. It should show confidence in the reader's sense of
fairness and avoid threats, sarcasm, hostility, or exaggeration. Keeping your cool will help you
get the situation resolved sooner.
LO: 3
16
33) Which of the following statements would best replace the opening of the above message?
A) I am a regular customer at Kian and have always enjoyed the interactive shopping
environment and modern and functional designs in your stores.
B) I was always a huge fan of the furniture at Kian and have bought several products from your
stores. However, I am very disappointed with my new purchase.
C) Some pieces of a bookcase that I recently bought from your store broke during assembly.
Please arrange to give me a complete refund of the price of the bookcase or a voucher for the
same amount.
D) I expect a full and complete refund or voucher for the price of the bookcase that I recently
bought. Considering that it broke during assembly and is useless to me, don't you think that my
request is only fair?
E) I am a regular customer at Kian and have always enjoyed the interactive shopping
environment and modern and functional designs in your stores. However, my latest experience
has been less than satisfactory.
Answer: C
Explanation: C) The opening line of a message making a claim or requesting adjustment should
clearly state the problem. The tone of the statement must be professional and not angry or
disappointed.
LO: 3
17
34) As an expert in business communication, you realize that the following closing line in Roza's
message is not likely to be effective: "I want my money to be returned at the earliest. I have
bought several products from Kian in the past but will not do so again if this matter is not
resolved satisfactorily." Which of the following statements would best replace these lines?
A) Please resolve this issue at the earliest. Also, please keep in mind that I will no longer shop at
Kian if this issue is not resolved satisfactorily.
B) I would appreciate a complete refund of my money for this product or a voucher for the same
amount. I have bought several pieces from Kian in the past and enjoy your modern and
functional designs and excellent customer service.
C) I did enjoy shopping at Kian and your modern and functional designs. However, whether or
not I continue shopping from your stores depends on how you respond to my request.
D) I expect a full and complete refund or voucher for the price of the bookcase that I recently
bought. Considering that it broke during assembly and is now useless to me, don't you think that
my request is only fair?
E) Please give me complete refund of my money or a voucher for the same amount. Otherwise,
I'll just have to take my business somewhere else next time.
Answer: B
Explanation: B) The closing of a message making a claim or requesting adjustment should
request specific action and adopt a professional tone. It should show confidence in the reader's
sense of fairness and avoid threats, sarcasm, hostility, or exaggeration.
LO: 3
35) Which of the following is a strategy for routine replies and positive messages?
A) using the indirect approach
B) introducing your main idea in the body of the message
C) opening with an interesting fact or question
D) embedding any negative information in a favorable context
E) assuming that your audience will generally not be interested in your message
Answer: D
Explanation: D) If your routine message is mixed and must convey mildly disappointing
information, put the negative portion of your message into as favorable a context as possible.
LO: 3
18
36) Routine replies and positive messages should close with ________.
A) a sincere apology for the trouble caused
B) information highlighting a benefit to the audience
C) a detailed explanation of the request
D) a mention of the consequences of non-compliance
E) information about negative aspects of the request, if any
Answer: B
Explanation: B) Your message is more likely to succeed if it leaves your readers with the feeling
that you have their best interests in mind. You can accomplish this by highlighting a benefit to
the audience or by expressing appreciation or goodwill.
LO: 3
37) Routine replies and positive messages should close with ________.
A) a sincere apology for the trouble caused
B) an expression of appreciation or goodwill
C) a detailed explanation of the request
D) a mention of the consequences of non-compliance
E) information about the negative aspects of the request, if any
Answer: B
Explanation: B) Your message is more likely to succeed if it leaves your readers with the feeling
that you have their best interests in mind. You can accomplish this by highlighting a benefit to
the audience or by expressing appreciation or goodwill.
LO: 3
19
38) Which of the following is a guideline for granting claims and requests for adjustment when
your company is at fault?
A) Sympathize with the customer's inconvenience or frustration.
B) Specifically assign blame by name to someone in your organization.
C) Start from the assumption that the information the customer provided is incorrect.
D) Imply that the customer is at fault.
E) Avoid taking or assigning personal responsibility for setting matters straight.
Answer: A
Explanation: A) Most routine responses to claims and adjustments when your company is at
fault should take your company's specific policies into account and address the following points:
acknowledge receipt of the customer's claim or complaint; sympathize with the customer's
inconvenience or frustration; take (or assign) personal responsibility for setting matters straight;
explain precisely how you have resolved, or plan to resolve, the situation; take steps to repair the
relationship; and follow up to verify that your response was correct.
LO: 4
A) Do not go into details of how you plan to resolve the situation.
B) Specifically assign blame to someone in your organization by name.
C) Start from the assumption that the information the customer provided is correct.
Answer: C
Explanation: C) Most routine responses to claims and adjustments when your company is at
LO: 4
Difficulty: Easy
20
A) Explain precisely how you have resolved, or plan to resolve, the situation.
B) Specifically assign blame to someone in your organization by name.
Answer: A
Explanation: A) Most routine responses to claims and adjustments when your company is at
LO: 4
41) When granting claims and requests for adjustment when your company is at fault, you should
________.
A) specifically assign blame to someone in your organization by name
B) take steps to repair the relationship
C) start from the assumption that the information the customer provided is incorrect
D) imply that the customer is at fault
E) avoid taking or assigning personal responsibility for setting matters straight
Answer: B
Explanation: B) Most routine responses to claims and adjustments when your company is at
LO: 4
21
________.
A) specifically assign blame to someone in your organization by name
B) follow up to verify that your response was correct
D) imply that the customer is at fault
E) avoid taking or assigning personal responsibility for setting matters straight
Answer: B
Explanation: B) Most routine responses to claims and adjustments when your company is at
LO: 4
NOT ________.
A) blame anyone in your organization by name
B) go into the details of how you plan to resolve the situation
C) start from the assumption that the information the customer provided is correct
D) openly sympathize with the customer's situation
E) take or assign personal responsibility for setting matters straight
Answer: A
Explanation: A) When granting claims and requests for adjustment when your company is at
fault, you should maintain professional demeanor by avoiding some key negative steps: Don't
blame anyone in your organization by name, don't make exaggerated apologies that sound
insincere, don't imply that the customer is at fault, and don't promise more than you can deliver.
LO: 4
22
NOT ________.
A) take or assign personal responsibility for setting matters straight
B) go into the details of how you plan to resolve the situation
C) start from the assumption that the information the customer provided is correct
D) openly sympathize with the customer's situation
E) imply that the customer is at fault
Answer: E
Explanation: E) When granting claims and requests for adjustment when your company is at
fault, you should maintain professional demeanor by avoiding some key negative steps: Don't
blame anyone in your organization by name, don't make exaggerated apologies that sound
insincere, don't imply that the customer is at fault, and don't promise more than you can deliver.
LO: 4
the customer is at fault?
A) Try to discourage future mistakes without insulting the customer.
B) Always apologize, even when the customer is at fault.
D) Clearly point out that the customer is at fault.
E) Discourage the customer from communicating with the company in the future.
Answer: A
Explanation: A) Communication about a claim is a delicate matter when the customer is clearly
at fault. To grant a claim when the customer is at fault, try to discourage future mistakes without
insulting the customer.
LO: 4
23
46) When granting claims and requests for adjustment when the customer is at fault, you should
________.
A) discourage the customer from communicating with the company in the future
B) always apologize, even when the customer is at fault
D) not argue with the customer's version of events
E) clearly point out that the customer is at fault
Answer: D
Explanation: D) Communication about a claim is a delicate matter when the customer is clearly
at fault. To grant a claim when the customer is at fault, try to discourage future mistakes without
insulting the customer. However, avoid getting into an argument with the customer about his
version of events.
LO: 4
24
Weaver Designs, a manufacturer and retailer of earth-friendly clothes for women, received a
complaint from a customer that the dress she had purchased from them had faded after just one
wash. The customer had asked that she be given a full refund on her purchase. However, all the
clothes manufactured by Weaver Designs use natural dyes, which run upon being washed in the
machine in hot water—which this customer indicated she had done. The washing instructions are
clearly printed on the labels of all garments manufactured by Weaver and on the packaging.
Nevertheless, in order to build customer goodwill, the company decides to offer to replace the
garment with an identical piece.
47) Which of the following would be most effective as the opening statement for a message from
a customer service executive of Weaver Designs to the customer, granting the claim?
A) Thanks for contacting us about the dress that you purchased from Weaver Designs. Even
though the problem of fading arose from the fact that you washed the dress in hot water, instead
of cold —as is spelt out in the washing instructions on the label—we are sending you a
replacement.
B) The problem that you brought to our notice occurred because you washed the naturally dyed
dress in hot water, instead of cold, as the instructions clearly explain. Nevertheless, we are
mailing you a dress identical to the one you purchased.
C) Thanks for contacting us about the dress that you purchased from Weaver Designs. We are
mailing you a dress identical to the one you purchased, even though the fading was a result of
washing the naturally dyed dress in hot water in the machine.
D) At Weaver Designs, we take pride in making all of our clothes from natural, earth-friendly
fabrics and dyes. However, to retain their color and shape, these fabrics need to be washed gently
in cold water, either in your machine or by hand, and laid flat to air-dry. From your email, it
appears that you neglected to do so. Nevertheless, we are mailing you an identical dress.
E) Weaver Designs is as much about excellence in customer service as it is about green fashion.
This is why we are disregarding your error in following the washing instructions indicated on the
label of our clothes and are mailing you an identical dress as replacement for the one you
damaged.
Answer: C
Explanation: C) Communication about a claim is a delicate matter when the customer is clearly
at fault. If you choose to grant the claim, simply open with that good news. Acknowledge the
reader's communication, keep the opening positive by avoiding words such as
problem, and convey the good news right away.
LO: 4
25
48) Which of the following would be most effective as the body for a message from a customer
service executive of Weaver Designs to the customer, granting the claim?
A) At Weaver Designs, we take pride in making all of our clothes from natural, earth-friendly
fabrics and dyes that must not be washed in hot water or put in the dryer. Please ensure that ,
henceforth, you wash the dress gently in cold water, either in your machine or by hand, and lay
flat to air-dry.
B) The problem that you brought to our notice is because you washed the naturally dyed dress in
hot water, instead of cold, as the instructions clearly explain. We request you to pay close
attention to the washing instructions when you wash this dress.
C) We at Weaver Designs urge you to carefully read and follow the washing instructions—
clearly printed on all labels and packaging—to prolong the life of your clothes and to avoid
further claims of this kind.
D) At Weaver Designs, we take pride in making all of our clothes from natural, earth-friendly
fabrics and dyes. To retain their color and shape, these fabrics need to be washed gently in cold
water, either in your machine or by hand, and laid flat to air-dry.
E) This entire issue could have been easily avoided if you had paid attention to the washing
instructions printed in no unclear terms on all labels and the packaging.
Answer: D
Explanation: D) Communication about a claim is a delicate matter when the customer is clearly
at fault. The body of the message needs special attention because you need to discourage
repeated mistakes without insulting the customer. This answer explains the problem without
blaming the customer by avoiding the pronoun you and by suggesting ways to avoid future
problems.
LO: 4
26
49) Which of the following would be most effective as the closing for a message from a
customer service executive of Weaver Designs to the customer, granting the claim?
A) We appreciate your support in our mission to promote green fashion, and would love to know
more about the other ways in which you try to help the environment.
B) We at Weaver Designs would like to minimize such complaints and urge you to double-check
washing instructions next time.
C) We at Weaver Designs urge you to carefully read and follow the washing instructions—
clearly printed on all labels and packaging—to prolong the life of your clothes and to avoid
further claims of this kind.
D) We appreciate your support in our mission to promote green fashion, and are very keen on
avoiding such frivolous claims. We are sure you agree with us.
E) Going forward, we recommend that you check for any mistakes from your end before you
send out a claim. We appreciate your support in our mission to promote green fashion.
Answer: A
Explanation: A) Communication about a claim is a delicate matter when the customer is clearly
at fault. This answer closes on a positive note that conveys an attitude of excellent customer
service. It gives the reader a glimpse into the corporate culture and encourages continued
correspondence.
LO: 4
50) Which of the following is a pointer for writing positive messages?

A) Thank the reader "in advance" for cooperating.
B) Avoid offering additional services.
C) Avoid trite sayings that you may have heard or read.
D) Do not volunteer information about the request.
E) If the message is mixed, present the bad news first.
Answer: C
Explanation: C) When writing positive messages, avoid trite, obvious statements. Avoid clichés
such as "Please feel free to…"
LO: 4
Difficulty: Easy
27
51) Which of the following is a pointer for writing recommendation letters?
A) Omit negative information, if any.
B) Always verify only the dates of employment and job titles.
C) Never collaborate with the former employee in developing the letter.
D) Understand your company's policy to avoid legal complications.
E) Never offer to provide a personal reference.
Answer: D
Explanation: D) When writing recommendation letters, release information only to people who
have written authorization from the former employee. Take great care to avoid a lawsuit either
for including too much negative information or for omitting negative information.
LO: 4
Difficulty: Easy
52) When writing recommendation letters, you should ________.

A) verify only the dates of employment and job titles
B) comment only on your direct working experience with the former employee
C) never collaborate with the former employee in developing the letter
D) omit negative information, if any
E) never offer to provide a personal reference
Answer: B
Explanation: B) When writing recommendation letters, comment only on your direct experience
working with the former employee. Take great care to avoid a lawsuit either for including too
much negative information or for omitting negative information.
LO: 4
Difficulty: Easy
53) When writing recommendation letters you should ________.

A) limit your remarks to provable facts
B) never collaborate with the former employee in developing the letter
C) never offer to provide a personal reference
D) omit all negative information
E) never verify anything except the dates of employment and job titles
Answer: A
Explanation: A) When writing recommendation letters, limit your remarks to provable facts.
Take great care to avoid a lawsuit either for including too much negative information or for
omitting negative information.
LO: 4
Difficulty: Easy
28
54) When writing recommendation letters you should ________.
A) always verify only the dates of employment and job titles
B) never collaborate with the former employee in developing the letter
C) never offer to provide a personal reference
D) omit all negative information
E) ask your human resource department to review the letter before you send it
Answer: E
Explanation: E) When writing recommendation letters, you should ask your human resource
department to review the letter before you send it. Take great care to avoid a lawsuit either for
including too much negative information or for omitting negative information.
LO: 4
Difficulty: Easy
55) A ________ is a specialized document used to share information with the news media.
A) boilerplate
B) manifesto
C) newsfeed
D) claim
E) press release
Answer: E
Explanation: E) Good-news announcements are often communicated in a news release, also
known as a press release, a specialized document used to share relevant information with the
news media.
LO: 4
Difficulty: Easy
56) Which of the following is a guideline for writing a successful news release?
A) Cover multiple, unrelated news items at once.
B) Put your most important idea last.
C) Extensively use self-congratulatory adjectives and adverbs.
D) Follow established industry conventions for style, punctuation, and format.
E) Write in long descriptive sentences and paragraphs.
Answer: D
Explanation: D) To write a successful news release, follow established industry conventions for
style, punctuation, and format.
LO: 4
Difficulty: Easy
29
57) A traditional press release should ________.
A) be written directly to the ultimate audience, such as the readers of a newspaper
B) not follow the customary pattern for a positive message
C) extensively use positive, self-congratulatory adjectives and adverbs
D) cover multiple, unrelated new items that will interest a wide audience
E) present the good news first, followed by details and a positive close.
Answer: E
Explanation: E) The content of a traditional press release follows the customary pattern for a
positive message: good news followed by details and a positive close. However, traditional news
releases have a critical difference: You're not writing directly to the ultimate audience (such as
the readers of a newspaper); you're trying to interest an editor or a reporter in a story, and that
person will then write the material that is eventually read by the larger audience.
LO: 4
Difficulty: Easy
58) In order to write a successful news release, you should ________.

A) put your most important idea last
B) minimize self-congratulatory adjectives and adverbs
C) write in long descriptive sentences and paragraphs
D) try to cover multiple, unrelated news items at once
E) include extraneous facts to add interest
Answer: B
Explanation: B) Minimize the use of self-congratulatory adjectives and adverbs in news
releases. If the content of your message is newsworthy, the media professionals will be interested
in the news on its own merits.
LO: 4
Difficulty: Easy
30
A) use positive, self-congratulatory adjectives and adverbs
B) cover multiple, unrelated news items at once
D) put your most important idea first
Answer: D
Explanation: D) When drafting news releases, put your most important idea first. Don't force
editors to hunt for the news.
LO: 4
Difficulty: Easy

B) focus on one subject
D) put your most important idea last
Answer: B
Explanation: B) Focus on one subject in your news release. Don't try to pack a single news
release with multiple, unrelated news items.
LO: 4
Difficulty: Easy

B) try to cover multiple, unrelated news items at once
C) break up long sentences and keep paragraphs short
Answer: C
Explanation: C) Be brief when drafting news releases. Break up long sentences and keep
paragraphs short.
LO: 4
Difficulty: Easy
31
B) try to cover multiple, unrelated news items at once
C) ensure relevance to the specific publications for which it is meant
Answer: C
Explanation: C) When developing a news release, make sure your information is newsworthy
and relevant to the specific publications or websites to which you are sending it.
LO: 4
Difficulty: Easy
63) Which of the following is true about social media releases?

A) They emphasize the use of narrative paragraphs over bullet-point content.
B) They present fully developed stories and do not require editors to assemble their own stories.
C) They offer the ability to include videos and other multimedia elements.
D) They are challenging to publicize.
E) They are not electronic-only documents.
Answer: C
Explanation: C) As an electronic-only document (a specialized Web page, essentially), the
social media release offers the ability to include videos and other multimedia elements.
LO: 4
Difficulty: Easy
64) Which of the following is true about social media releases?

A) They emphasize the use of bullet-point content over narrative paragraphs.
B) They present fully developed stories and do not require editors to assemble their own stories.
C) In order to eliminate clutter, they should not include videos and other multimedia elements.
D) They are challenging to publicize.
E) They are not electronic-only documents.
Answer: A
Explanation: A) The social media release emphasizes bullet-point content over narrative
paragraphs so that bloggers, editors, and others can assemble their own stories, rather than being
forced to rewrite the material in a traditional release.
LO: 4
Difficulty: Easy
32
65) Which of the following is true about sending goodwill messages?
A) A personal tone is inappropriate when sending congratulations even if you are already
friendly with the reader.
B) A handwritten note of appreciation is inappropriate in today's electronic media environment.
C) Send congratulations for personal events only if you know the reader well.
D) In a letter of appreciation, do not specifically mention the person or persons you want to
praise, as that can demoralize the others.
E) These messages need not have a direct business purpose.
Answer: E
Explanation: E) You can use these messages to enhance your relationships with customers,
colleagues,
and other business people by sending friendly, even unexpected, notes with no direct
business purpose.
LO: 4
Difficulty: Easy
66) Goodwill messages should NOT be ________.

A) unexpected
B) without a direct business purpose
C) exaggerated
D) congratulatory
E) restrained
Answer: C
Explanation: C) To come across as sincere, avoid exaggerating and support compliments with
specific evidence. In addition, readers often regard more restrained praise as being more sincere.
LO: 4
Difficulty: Easy
33
67) Which of the following is true about sending goodwill messages?
A) If you are already friendly with the reader, a personal tone is appropriate when sending
congratulations.
B) A hand-written note of appreciation is inappropriate in today's electronic media environment.
C) Send congratulations for personal events only if you know the reader well.
D) In a letter of appreciation, do not specifically mention the person or persons you want to
praise, as that can demoralize the others.
E) Goodwill messages must always serve an immediate business purpose.
Answer: A
Explanation: A) When sending congratulations, you may take note of personal events, even if
you don't know the reader well. If you're already friendly with the reader, a more personal tone is
appropriate.
LO: 4
Difficulty: Easy
68) When writing condolences, you should ________.

A) avoid recounting humorous anecdotes
B) dwell on the details of the loss
C) quote poetic passages and use formal phrases
D) open with a simple expression of sympathy
E) refer to death with euphemisms such as "passed away" or "departed"
Answer: D
Explanation: D) Open a condolence message with a simple expression of sympathy, such as "I
am deeply sorry to hear of your loss" or "I am sorry for your loss." How you continue from there
depends on the circumstances and your relationships with the deceased and the person to whom
you are writing.
LO: 4
34
69) When writing condolences, you should ________.
A) avoid recounting humorous anecdotes
B) dwell on the details of the loss
C) ensure that the message is short, simple, and sincere
D) never rely on reputation to write about the special qualities of the deceased
E) offer life advice to help the reader through the event
Answer: C
Explanation: C) Writing condolences can feel intimidating, but they don't need to be. Follow
these three principles: short, simple, and sincere. You don't need to produce a work of literary
art; the fact that you are writing sends a message that is as meaningful as anything you can say.
LO: 4
70) Which of the following is a guideline for writing condolence messages?

A) Use formal or poetic phrases.
B) Do not recount humorous anecdotes.
C) Consider mentioning special attributes or resources of the bereaved person.
D) Offer life advice to help the reader face the event.
E) Express shock and dismay through lines such as "He/she was too young to die."
Answer: C
Explanation: C) When writing condolences, consider mentioning special attributes or resources
of the bereaved person. If you know that the bereaved person has attributes or resources that will
be a comfort in the time of loss, such as personal resilience, religious faith, or a circle of close
friends, mentioning these can make the reader feel more confident about handling the challenges
he or she faces.
LO: 4
Difficulty: Easy
71) With routine requests, open with buffer statements that gradually build up to the main idea,
which is introduced in the body of the message.
Answer: FALSE
Explanation: Like all other business messages, routine requests have three parts: an opening, a
body, and a close. Using the direct approach, open with your main idea, which is a clear
statement of your request. Use the body to give details and justify your request, then close by
requesting specific action.
LO: 1
Difficulty: Easy
35
72) When using the body of your message to explain multiple requests, start with the most
important request.
Answer: TRUE
Explanation: If you have multiple requests or questions in your message, start with the most
important one. If you have an unusual or complex request, break it down into specific, individual
questions so that the reader can address each one separately.
LO: 1
Difficulty: Easy
73) Routine requests do not need to be explained or justified as readers will comply, even if the
reason for the request is unclear.
Answer: FALSE
Explanation: With routine requests, you can generally assume that your readers will comply
when they clearly understand the reason for your request.
LO: 1
Difficulty: Easy
74) To express goodwill in routine requests, close your message by thanking the reader "in
advance" for cooperating.
Answer: FALSE
Explanation: With routine requests, conclude your message by sincerely expressing your
goodwill and appreciation. However, don't thank the reader "in advance" for cooperating; many
people find that presumptuous.
LO: 1
Difficulty: Easy
75) Requests for recommendations and references are routine, so you can open your message by
clearly stating why the recommendation is required.
Answer: TRUE
Explanation: Requests for recommendations and references are routine, so you can organize
recommendation is required and that you would like your reader to write the letter.
LO: 2
Difficulty: Easy
36
76) When requesting an immediate recommendation, do not mention a deadline because it will
come across as discourteous.
Answer: FALSE
Explanation: Close your message with an expression of appreciation. When asking for an
immediate recommendation, you should also mention the deadline.
LO: 2
Difficulty: Easy
77) While writing messages making a claim or requesting adjustments, open with a clear and
calm statement of the problem along with your request.
Answer: TRUE
Explanation: Open with a clear and calm statement of the problem along with your request. In
the body, give a complete, specific explanation of the details. Provide any information the
recipient needs to verify your complaint. In your close, politely request specific action or convey
a sincere desire to find a solution.
LO: 2
Difficulty: Easy
78) Readers receiving routine replies and positive messages are generally not expecting it, so use
the indirect approach by placing the main idea in the body of the message.
Answer: FALSE
Explanation: Readers receiving routine replies and positive messages will generally be
interested in what you have to say, so use the direct approach. Place your main idea (the positive
reply or the good news) in the opening. Use the body to explain all the relevant details, and close
cordially, perhaps highlighting a benefit to your reader.
LO: 3
Difficulty: Easy
79) If your routine message is mixed and must convey mildly disappointing information, put the
negative portion of your message in a negative context to avoid confusing the reader.
Answer: FALSE
Explanation: If your routine message is mixed and must convey mildly disappointing
information, try to embed any negative information in a positive context.
LO: 3
Difficulty: Easy
37
80) The close of routine replies and positive messages should leave things on a neutral or
positive note.
Answer: TRUE
Explanation: The close of routine replies and positive messages is usually short and simple,
because you're leaving things on a neutral or positive note and not usually asking for the reader
to do anything. Often, a simple thank you is all you need.
LO: 3
Difficulty: Easy
81) When responding to a claim when your company is at fault, you should take or assign
personal responsibility for setting matters straight.
Answer: TRUE
Explanation: When responding to a claim when your company is at fault, you should take or
assign personal responsibility for setting matters straight. However, don't blame anyone in your
organization by name.
LO: 4
Difficulty: Easy
82) To grant a claim when the customer is at fault, discourage future mistakes without insulting
the customer.
Answer: TRUE
Explanation: When granting a claim when the customer is at fault, the body of the message
needs special attention because you need to discourage repeated mistakes without insulting the
customer.
LO: 4
Difficulty: Easy
83) Regardless of who is at fault, you must make it a point to apologize when granting a
customer's claim.
Answer: FALSE
Explanation: When granting a customer's claim, apologize only when appropriate, and do so in a
nondramatic fashion.
LO: 4
Difficulty: Easy
38
84) When responding to a claim where a third party is at fault, you should clearly assign the
blame to the third party and ask the customer to follow up the claim with the third party.
Answer: FALSE
Explanation: When a third party is at fault, your response to a claim depends on your company's
agreements with that organization. Regardless of who eventually resolves the problem, if
customers contact you, you need to respond with messages that explain how the problem will be
solved. Pointing fingers is both unproductive and unprofessional.
LO: 4
Difficulty: Easy
85) To avoid lawsuits, you should omit all negative information from your letters of
recommendation.
Answer: FALSE
Explanation: Letters of recommendation should provide relevant, provable and accurate
information. Employees have sued employers and individual managers for providing negative
information or refusing to provide letters of recommendation, and employers have sued other
employers for failing to disclose negative information about job candidates.
LO: 4
Difficulty: Easy
86) If you decide to write a letter of recommendation or respond to a request for information
about a job candidate, your goal is to convince readers that the person being recommended has
the characteristics necessary for the job, project assignment, or other objective the person is
seeking.
Answer: TRUE
Explanation: If you decide to write a letter of recommendation or respond to a request for
information about a job candidate, your goal is to convince readers that the person being
recommended has the characteristics necessary for the job, project assignment, or other objective
the person is seeking. However, recommendation letters are vulnerable to legal complications, so
consult with your company's legal department before writing one.
LO: 4
Difficulty: Easy
39
87) Since informative messages are not solicited by the reader, state the purpose of the message
only in the body of the message.
Answer: FALSE
Explanation: Unlike the replies discussed earlier, informative messages are not solicited by your
reader, so make it clear up front why the reader is receiving this particular message. Provide the
necessary details and end with a courteous close.
LO: 4
Difficulty: Easy
88) The content of a news release follows the customary pattern for a positive message: good
news followed by details and a positive close.
Answer: TRUE
Explanation: The content follows the customary pattern for a positive message: good news
followed by details and a positive close. However, traditional news releases have a critical
difference: You're not writing directly to the ultimate audience (such as the readers of a
newspaper); you're trying to interest an editor or a reporter in a story, and that person will then
write the material that is eventually read by the larger audience.
LO: 4
Difficulty: Easy
89) You may send congratulations for personal events, even if you don't know the reader well.
Answer: TRUE
Explanation: One prime opportunity for sending goodwill messages is to congratulate
individuals or companies for significant business achievements. You may also take note of
personal events, even if you don't know the reader well.
LO: 4
Difficulty: Easy
40
90) When sending condolence messages, open with your personal sense of loss followed by
some life advice for the reader.
Answer: FALSE
Explanation: As you decide what to include in the message, keep two points in mind. First,
make it a personal expression of sympathy, but not about your sense of loss. Second, don't offer
"life advice." At this point, soon after the loss, the recipient doesn't want your advice, only your
sympathy.
LO: 4
Difficulty: Easy
91) Outline an effective strategy for writing routine business requests.

Answer: Like all other business messages, routine requests have three parts: an opening, a body,
and a close. Using the direct approach, open with your main idea, which is a clear statement of
your request. Use the body to give details and justify your request, then close by requesting
specific action.
Begin routine requests by placing your initial request first; up front is where it stands out and
gets the most attention. Pay attention to tone. Soften your request with words such as please.
Assume that the audience will comply. State precisely what you want.
Use the body of your message to explain your request. If complying with the request could
benefit the reader, be sure to mention that. You can also use the body to ask questions that will
help you organize the message and help your audience identify the information you need. Place
the most important question or request first, ask only relevant questions, and deal with only one
topic per question.
Close your message with three important elements: (1) a specific request that includes any
relevant deadlines, (2) information about how you can be reached (if it isn't obvious), and (3) an
expression of appreciation or goodwill.
LO: 1
41
92) You need a printed letter of recommendation from a professor in your college, and you are
not sure if the professor will remember you because more than five years have passed since you
graduated. How will you go about drafting your request in this case? Draft a message, filling in
the required details from your imagination.
Answer: Student answers may vary. The message should open by clearly stating why the
information is required. Also, in this case, it is important that the writer use the opening to trigger
the reader's memory of the relationship she had, the dates of association, and any special events
that might bring a clear and favorable picture of her to the professor's mind. The body of the
request should be used to list all the information the recipient would need in order to write the
recommendation, including the full name and address of the person to whom the letter should be
sent. In this case, the writer should also consider including an updated résumé since some time
has passed and it is likely that the writer has had significant career advancement since her last
contact. The message should close with an expression of appreciation and possibly a deadline. A
stamped, pre-addressed envelope should also be enclosed as a convenience to the other party.
Classification: Synthesis
LO: 4
93) What are the points to be kept in mind when developing a message asking for a
recommendation?
Answer: Before you volunteer someone's name as a reference, ask permission to do so. Some
people don't want you to use their names, perhaps because they don't know enough about you to
feel comfortable writing a letter or because they or their employers have a policy of not
providing recommendations. Requests for recommendations and references are routine, so you
can organize your inquiry using the direct approach. Open your message by clearly stating why
the recommendation is required and that you would like your reader to write the letter. If you
haven't had contact with the person for some time, use the opening to trigger the reader's memory
of the relationship you had, the dates of association, and any special events that might bring a
clear and favorable picture of you to mind.
Use the body of the request to list all the information the recipient would need in order to write
the recommendation, including the full name and address of the person to whom the letter should
be sent. Consider including an updated résumé if you've had significant career advancement
since your last contact.
Close your message with an expression of appreciation. When asking for an immediate
recommendation, you should also mention the deadline. Always be sure to enclose a stamped,
pre-addressed envelope as a convenience to the other party.
LO: 2
42
94) You have not received a shipment of books that you had ordered from Serengeti, an online
book store. The shipment tracker on the website shows that the books have been returned to the
company as the address provided was not found. However, the address you provided was correct
and you have in the past received several shipments from Serengeti at the same address. Your
account has already been debited for the value of the shipment. Draft a message to Serengeti,
making a claim and requesting an adjustment.
Answer: Student answers should reflect the following guidelines for drafting a message making
a claim and requesting adjustments:
If you're dissatisfied with a company's product or service, you can opt to make a claim or request
an adjustment. In either case, it's important to maintain a professional tone in all your
communication, no matter how angry or frustrated you are. Keeping your cool will help you get
the situation resolved sooner.
In most cases, and especially in your first message, assume that a fair adjustment will be made
and use a direct request. Open with a straightforward statement of the problem. In the body, give
a complete, specific explanation of the details; provide any information an adjuster would need
to verify your complaint. In your close, politely request specific action or convey a sincere desire
to find a solution. And, if appropriate, suggest that the business relationship will continue if the
problem is solved satisfactorily. Be prepared to back up your claim with invoices, sales receipts,
canceled checks, dated correspondence, and any other relevant documents. Send copies and keep
the originals for your files. If the remedy is obvious, tell your reader exactly what you expect
from the company, such as exchanging incorrectly shipped merchandise for the right item or
issuing a refund if the item is out of stock. In some cases, you might ask the recipient to resolve a
problem. However, if you're uncertain about the precise nature of the trouble, you could ask the
company to make an assessment and then advise you on how the situation could be fixed. Supply
your contact information so that the company can discuss the situation with you, if necessary.
LO: 2
43
95) Outline an effective strategy for writing routine replies and positive messages.
Answer: Readers receiving routine replies and positive messages will generally be interested in
what you have to say, so you will usually use the direct approach. Place your main idea (the
positive reply or the good news) in the opening. Use the body to explain all the relevant details,
and close cordially, perhaps highlighting a benefit to your reader.
By opening with the main idea or good news, you prepare your audience for the details that
follow. Make your opening clear and concise.
Use the body to explain your point completely so that your audience won't be confused or
doubtful about your meaning. As you provide the details, maintain the supportive tone
established in the opening. However, if your routine message is mixed and must convey mildly
disappointing information, put the negative portion of your message into as favorable a context
as possible. However, if the negative news is likely to be a shock or particularly unpleasant for
the reader, you will want to use the indirect approach.
Your message is more likely to succeed if it leaves your readers with the feeling that you have
their best interests in mind. You can accomplish this by highlighting a benefit to the audience or
by expressing appreciation or goodwill. If follow-up action is required, clearly state who will do
what next.
LO: 3
96) How should you respond to a customer's claim when your company is at fault?
Answer: Before you respond when your firm is at fault, make sure you know your company's
policies in such cases, which might include specific legal and financial steps to be taken. Most
routine responses should take your company's specific policies into account and address the
following points:
• Acknowledge receipt of the customer's claim or complaint.
• Sympathize with the customer's inconvenience or frustration.
• Take (or assign) personal responsibility for setting matters straight.
• Explain precisely how you have resolved, or plan to resolve, the situation.
• Take steps to repair the relationship.
• Follow up to verify that your response was correct.
In addition to these positive steps, maintain professional demeanor by avoiding some key
negative steps as well: Don't blame anyone in your organization by name, don't make
exaggerated apologies that sound insincere, don't imply that the customer is at fault, and don't
promise more than you can deliver.
LO: 4
44
97) You are Manager, Customer Services, at Famous Watches. You have received a complaint
from a customer stating that his watch has stopped working ever since the time he wore it when
he went diving. This particular model, though water resistant, cannot be worn when underwater.
This information is clearly given—with graphics—on the reverse of the watch, in the user
manual enclosed with the product, and on the packaging. However, in order to build goodwill,
the company decides to provide free service and parts to repair the watch. Draft an email to the
customer, communicating the company's decision, making up any details that you may need.
Answer: Student answers may vary. Communication about a claim is a delicate matter when the
customer is clearly at fault. When granting the claim, simply open with that good news.
Acknowledge the reader's communication, keep the opening positive by avoiding words such as
problem, and convey the good news right away. However, the body needs special attention
because you need to discourage repeated mistakes without insulting the customer. Explain the
problem without blaming the customer by avoiding the pronoun you and by suggesting ways to
avoid future problems. Close in a courteous manner that expresses your appreciation for the
customer's business. Close on a positive note that conveys an attitude of excellent customer
service. Give the reader a glimpse into the corporate culture and encourage continued
correspondence.
Classification: Synthesis
LO: 4
98) What are the guidelines for creating informative messages?

Answer: All companies send routine informative messages, such as reminder notices and policy
statements. Use the opening to state the purpose (to inform) and briefly mention the nature of the
information you are providing. Unlike the replies discussed earlier, informative messages are not
solicited by your reader, so make it clear up front why the reader is receiving this particular
message. Provide the necessary details and end with a courteous close. Most informative
communications are neutral and straightforward, but some may require additional care. In
instances in which the reader may not initially view the information positively, use the body of
the message to highlight the potential benefits from the reader's perspective.
LO: 4
45
Another random document with
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Peterboro, N. Y., and many others, and received many letters in
return. When he was not writing letters, he was writing and revising a
constitution which he meant to put in operation by the men who
should go with him in the mountains. He said that to avoid anarchy
and confusion, there should be a regularly constituted government,
to which each man who came with him should be sworn to honor
and support. I have a copy of this constitution in Captain Brown’s
own handwriting, as prepared by himself at my house.
He called his friends from Chatham (Canada) to come together
that he might lay his constitution before them, for their approval and
adoption. His whole time and thought were given to this subject. It
was the first thing in the morning and the last thing at night, till I
confess it began to be something of a bore to me. Once in a while he
would say he could, with a few resolute men, capture Harper’s Ferry,
and supply himself with arms belonging to the government at that
place, but he never announced his intention to do so. It was
however, very evidently passing in his mind as a thing he might do. I
paid but little attention to such remarks, though I never doubted that
he thought just what he said. Soon after his coming to me, he asked
me to get for him two smoothly planed boards, upon which he could
illustrate, with a pair of dividers, by a drawing, the plan of fortification
which he meant to adopt in the mountains.
These forts were to be so arranged as to connect one with the
other, by secret passages, so that if one was carried, another could
easily be fallen back upon, and be the means of dealing death to the
enemy at the very moment when he might think himself victorious. I
was less interested in these drawings than my children were, but
they showed that the old man had an eye to the means as well as to
the end, and was giving his best thought to the work he was about to
take in hand.
It was his intention to begin this work in ’58 instead of ’59. Why
he did not will appear from the following circumstances.
While in Kansas, he made the acquaintance of one Colonel
Forbes, an Englishman, who had figured somewhat in revolutionary
movements in Europe, and, as it turned out, had become an
adventurer—a soldier of fortune in this country. This Forbes
professed to be an expert in military matters, and easily fastened
upon John Brown, and, becoming master of his scheme of liberation,
professed great interest in it, and offered his services to him in the
preparation of his men for the work before them. After remaining with
Brown a short time, he came to me in Rochester, with a letter from
him, asking me to receive and assist him. I was not favorably
impressed with Colonel Forbes at first, but I “conquered my
prejudice,” took him to a hotel and paid his board while he remained.
Just before leaving, he spoke of his family in Europe as in destitute
circumstances, and of his desire to send them some money. I gave
him a little—I forget how much—and through Miss Assing, a German
lady, deeply interested in the John Brown scheme, he was
introduced to several of my German friends in New York. But he
soon wore them out by his endless begging; and when he could
make no more money by professing to advance the John Brown
project, he threatened to expose it, and all connected with it. I think I
was the first to be informed of his tactics, and I promptly
communicated them to Captain Brown. Through my friend Miss
Assing, I found that Forbes had told of Brown’s designs to Horace
Greeley, and to the government officials at Washington, of which I
informed Captain Brown, and this led to the postponement of the
enterprise another year. It was hoped that by this delay, the story of
Forbes would be discredited, and this calculation was correct, for
nobody believed the scoundrel, though in this he told the truth.
While at my house, John Brown made the acquaintance of a
colored man who called himself by different names—sometimes
“Emperor,” at other times, “Shields Green.” He was a fugitive slave,
who had made his escape from Charleston, South Carolina, a State
from which a slave found it no easy matter to run away. But Shields
Green was not one to shrink from hardships or dangers. He was a
man of few words, and his speech was singularly broken; but his
courage and self-respect made him quite a dignified character. John
Brown saw at once what “stuff” Green “was made of,” and confided
to him his plans and purposes. Green easily believed in Brown, and
promised to go with him whenever he should be ready to move.
About three weeks before the raid on Harper’s Ferry, John Brown
wrote to me, informing me that a beginning in his work would soon
be made, and that before going forward he wanted to see me, and
appointed an old stone quarry near Chambersburg, Penn., as our
place of meeting. Mr. Kagi, his secretary, would be there, and they
wished me to bring any money I could command, and Shields Green
along with me. In the same letter, he said that his “mining tools” and
stores were then at Chambersburg, and that he would be there to
remove them. I obeyed the old man’s summons. Taking Shields, we
passed through New York city, where we called upon Rev. James
Glocester and his wife, and told them where and for what we were
going, and that our old friend needed money. Mrs. Glocester gave
me ten dollars, and asked me to hand the same to John Brown, with
her best wishes.
When I reached Chambersburg, a good deal of surprise was
expressed (for I was instantly recognized) that I should come there
unannounced, and I was pressed to make a speech to them, with
which invitation I readily complied. Meanwhile, I called upon Mr.
Henry Watson, a simple-minded and warm-hearted man, to whom
Capt. Brown had imparted the secret of my visit, to show me the
road to the appointed rendezvous. Watson was very busy in his
barber’s shop, but he dropped all and put me on the right track. I
approached the old quarry very cautiously, for John Brown was
generally well armed, and regarded strangers with suspicion. He was
there under the ban of the government, and heavy rewards were
offered for his arrest, for offenses said to have been committed in
Kansas. He was passing under the name of John Smith. As I came
near, he regarded me rather suspiciously, but soon recognized me,
and received me cordially. He had in his hand when I met him, a
fishing-tackle, with which he had apparently been fishing in a stream
hard by; but I saw no fish, and did not suppose that he cared much
for his “fisherman’s luck.” The fishing was simply a disguise, and was
certainly a good one. He looked every way like a man of the
neighborhood, and as much at home as any of the farmers around
there. His hat was old, and storm-beaten, and his clothing was about
the color of the stone quarry itself—his then present dwelling-place.
His face wore an anxious expression, and he was much worn by
thought and exposure. I felt that I was on a dangerous mission, and
was as little desirous of discovery as himself, though no reward had
been offered for me.
We—Mr. Kagi, Captain Brown, Shields Green, and myself, sat
down among the rocks and talked over the enterprise which was
about to be undertaken. The taking of Harper’s Ferry, of which
Captain Brown had merely hinted before, was now declared as his
settled purpose, and he wanted to know what I thought of it. I at once
opposed the measure with all the arguments at my command. To
me, such a measure would be fatal to running off slaves (as was the
original plan), and fatal to all engaged in doing so. It would be an
attack upon the federal government, and would array the whole
country against us. Captain Brown did most of the talking on the
other side of the question. He did not at all object to rousing the
nation; it seemed to him that something startling was just what the
nation needed. He had completely renounced his old plan, and
thought that the capture of Harper’s Ferry would serve as notice to
the slaves that their friends had come, and as a trumpet to rally them
to his standard. He described the place as to its means of defense,
and how impossible it would be to dislodge him if once in
possession. Of course I was no match for him in such matters, but I
told him, and these were my words, that all his arguments, and all
his descriptions of the place, convinced me that he was going into a
perfect steel-trap, and that once in he would never get out alive; that
he would be surrounded at once and escape would be impossible.
He was not to be shaken by anything I could say, but treated my
views respectfully, replying that even if surrounded he would find
means for cutting his way out; but that would not be forced upon him;
he should have a number of the best citizens of the neighborhood as
his prisoners at the start, and that holding them as hostages, he
should be able if worse came to worse, to dictate terms of egress
from the town. I looked at him with some astonishment, that he could
rest upon a reed so weak and broken, and told him that Virginia
would blow him and his hostages sky-high, rather than that he
should hold Harper’s Ferry an hour. Our talk was long and earnest;
we spent the most of Saturday and a part of Sunday in this debate—
Brown for Harper’s Ferry, and I against it; he for striking a blow which
should instantly rouse the country, and I for the policy of gradually
and unaccountably drawing off the slaves to the mountains, as at
first suggested and proposed by him. When I found that he had fully
made up his mind and could not be dissuaded, I turned to Shields
Green and told him he heard what Captain Brown had said; his old
plan was changed, and that I should return home, and if he wished
to go with me he could do so. Captain Brown urged us both to go
with him, but I could not do so, and could but feel that he was about
to rivet the fetters more firmly than ever on the limbs of the enslaved.
In parting he put his arms around me in a manner more than friendly,
and said: “Come with me, Douglass, I will defend you with my life. I
want you for a special purpose. When I strike the bees will begin to
swarm, and I shall want you to help hive them.” But my discretion or
my cowardice made me proof against the dear old man’s eloquence
—perhaps it was something of both which determined my course.
When about to leave I asked Green what he had decided to do, and
was surprised by his coolly saying in his broken way, “I b’leve I’ll go
wid de ole man.” Here we separated; they to go to Harper’s Ferry, I
to Rochester. There has been some difference of opinion as to the
propriety of my course in thus leaving my friend. Some have thought
that I ought to have gone with him, but I have no reproaches for
myself at this point, and since I have been assailed only by colored
men who kept even farther from this brave and heroic man than I
did, I shall not trouble myself much about their criticisms. They
compliment me in assuming that I should perform greater deeds than
themselves.
Such then was my connection with John Brown, and it may be
asked if this is all, why should I have objected to being sent to
Virginia to be tried for the offence charged. The explanation is not
difficult. I knew if my enemies could not prove me guilty of the
offence of being with John Brown they could prove that I was
Frederick Douglass; they could prove that I was in correspondence
and conspiracy with Brown against slavery; they could prove that I
brought Shields Green, one of the bravest of his soldiers, all the way
from Rochester to him at Chambersburg; they could prove that I
brought money to aid him, and in what was then the state of the
public mind I could not hope to make a jury of Virginia believe I did
not go the whole length which he went, or that I was not one of his
supporters, and I knew that all Virginia, were I once in her clutches,
would say “let him be hanged.” Before I had left Canada for England
Jeremiah Anderson, one of Brown’s men, who was present and took
part in the raid, but escaped by the mountains, joined me, and he
told me that he and Shields Green were sent out on special duty as
soon as the capture of the arsenal, etc., was effected. Their business
was to bring in the slaves from the surrounding country, and hence
they were on the outside when Brown was surrounded. I said to him,
“Why then did not Shields come with you?” “Well,” he said, “I told
him to come; that we could do nothing more, but he simply said he
must go down to de ole man.” Anderson further told me that Captain
Brown was careful to keep his plans from his men, and that there
was much opposition among them when they found what were the
precise movements determined upon; but they were an oath-bound
company and like good soldiers were agreed to follow their captain
wherever he might lead.
On the 12th of November, 1859, I took passage from Quebec on
board the steamer Scotia, Captain Thompson, of the Allan line. My
going to England was not at first suggested by my connection with
John Brown, but the fact that I was now in danger of arrest on the
ground of complicity with him, made what I had intended a pleasure
a necessity, for though in Canada, and under British law, it was not
impossible that I might be kidnapped and taken to Virginia. England
had given me shelter and protection when the slavehounds were on
my track fourteen years before, and her gates were still open to me
now that I was pursued in the name of Virginia justice. I could but
feel that I was going into exile, perhaps for life. Slavery seemed to be
at the very top of its power; the national government with all its
powers and appliances were in its hands, and it bade fair to wield
them for many years to come. Nobody could then see that in the
short space of four years this power would be broken and the slave
system destroyed. So I started on my voyage with feelings far from
cheerful. No one who has not himself been compelled to leave his
home and country and go into permanent banishment, can well
imagine the state of mind and heart which such a condition brings.
The voyage out was by the north passage, and at this season, as
usual, it was cold, dark, and stormy. Before quitting the coast of
Labrador, we had four degrees below zero. Although I had crossed
the Atlantic twice before, I had not experienced such unfriendly
weather as during the most of this voyage. Our great ship was
dashed about upon the surface of the sea, as though she had been
the smallest “dugout.” It seemed to tax all the seamanship of our
captain to keep her in manageable condition; but after battling with
the waves on an angry ocean during fourteen long days, I gratefully
found myself upon the soil of Great Britain, beyond the reach of
Buchanan’s power and Virginia’s prisons. On reaching Liverpool, I
learned that England was nearly as much alive to what had
happened at Harper’s Ferry as the United States, and I was
immediately called upon in different parts of the country to speak on
the subject of slavery, and especially to give some account of the
men who had thus flung away their lives in a desperate attempt to
free the slaves. My own relation to the affair was a subject of much
interest, as was the fact of my presence there being in some sense
to elude the demands of Governor Wise, who having learned that I
was not in Michigan, but was on a British steamer bound for
England, publicly declared that “could he overtake that vessel, he
would take me from her deck at any cost.”
While in England, and wishing to visit France, I wrote to Mr.
George M. Dallas, the American minister at the British court, to
obtain a passport. The attempt upon the life of Napoleon III about
that time, and the suspicion that the conspiracy against him had
been hatched in England, made the French government very strict in
the enforcement of its passport system. I might possibly have been
permitted to visit that country without a certificate of my citizenship,
but wishing to leave nothing to chance, I applied to the only
competent authority; but true to the traditions of the Democratic party
—true to the slaveholding policy of his country—true to the decision
of the United States supreme court, and true, perhaps, to the petty
meanness of his own nature, Mr. George M. Dallas, the Democratic
American minister, refused to grant me a passport, on the ground
that I was not a citizen of the United States. I did not beg or
remonstrate with this dignitary further, but simply addressed a note
to the French minister at London, asking for a permit to visit France,
and that paper came without delay. I mention this, not to belittle the
civilization of my native country, but as a part of the story of my life. I
could have borne this denial with more serenity, could I have
foreseen what has since happened, but, under the circumstances, it
was a galling disappointment.
I had at this time been about six months out of the United States.
My time had been chiefly occupied in speaking on slavery, and other
subjects, in different parts of England and Scotland, meeting and
enjoying the while the society of many of the kind friends whose
acquaintance I had made during my visit to those countries fourteen
years before. Much of the excitement caused by the Harper’s Ferry
insurrection had subsided, both at home and abroad, and I should
have now gratified a long-cherished desire to visit France, and
availed myself, for that purpose, of the permit so promptly and civilly
given by the French minister, had not news reached me from home
of the death of my beloved daughter Annie, the light and life of my
house. Deeply distressed by this bereavement, and acting upon the
impulse of the moment, regardless of the peril, I at once resolved to
return home, and took the first outgoing steamer for Portland, Maine.
After a rough passage of seventeen days, I reached home by way of
Canada, and remained in my house nearly a month before the
knowledge got abroad that I was again in this country. Great
changes had now taken place in the public mind touching the John
Brown raid. Virginia had satisfied her thirst for blood. She had
executed all the raiders who had fallen into her hands. She had not
given Captain Brown the benefit of a reasonable doubt, but hurried
him to the scaffold in panic-stricken haste. She had made herself
ridiculous by her fright, and despisable by her fury. Emerson’s
prediction that Brown’s gallows would become like the cross, was
already being fulfilled. The old hero, in the trial hour, had behaved so
grandly that men regarded him not as a murderer, but as a martyr.
All over the North men were singing the John Brown song. His body
was in the dust, but his soul was marching on. His defeat was
already assuming the form and pressure of victory, and his death
was giving new life and power to the principles of justice and liberty.
He had spoken great words in the face of death and the champions
of slavery. He had quailed before neither. What he had lost by the
sword, he had more than gained by the truth. Had he wavered, had
he retreated or apologized, the case had been different. He did not
even ask that the cup of death might pass from him. To his own soul
he was right, and neither “principalities nor powers, life nor death,
things present or things to come,” could shake his dauntless spirit, or
move him from his ground. He may not have stooped on his way to
the gallows to kiss a little colored child, as it is reported he did, but
the act would have been in keeping with the tender heart, as well as
with the heroic spirit of the man. Those who looked for confession
heard only the voice of rebuke and warning.
Early after the insurrection at Harper’s Ferry, an investigating
committee was appointed by Congress, and a “drag net” was spread
all over the country, in the hope of inculpating many distinguished
persons. They had imprisoned Thaddeus Hyatt, who denied their
right to interrogate him, and had called many witnesses before them,
as if the judicial power of the nation had been confided to their
committee, and not to the supreme court of the United States. But
Captain Brown implicated nobody. Upon his own head he invited all
the bolts of slaveholding vengeance. He said that he, and he alone,
was responsible for all that had happened. He had many friends, but
no instigators. In all their efforts, this committee signally failed, and
soon after my arrival home, they gave up the search, and asked to
be discharged, not having half fulfilled the duty for which they were
appointed.
I have never been able to account satisfactorily for the sudden
abandonment of this investigation on any other ground than that the
men engaged in it expected soon to be in rebellion themselves, and
that not a rebellion for liberty like that of John Brown, but a rebellion
for slavery, and that they saw that by using their senatorial power in
search of rebels they might be whetting a knife for their own throats.
At any rate the country was soon relieved of the congressional drag-
net and was now engaged in the heat and turmoil of a presidential
canvass—a canvass which had no parallel, involving as it did the
question of peace or war, the integrity or the dismemberment of the
Republic; and I may add, the maintenance or destruction of slavery.
In some of the southern States the people were already organizing
and arming to be ready for an apprehended contest, and with this
work on their hands they had no time to spare to those they had
wished to convict as instigators of the raid, however desirous they
might have been to do so under other circumstances, for they had
parted with none of their hate. As showing their feeling toward me I
may state that a colored man appeared about this time in Knoxville,
Tenn., and was beset by a furious crowd with knives and bludgeons,
because he was supposed to be Fred. Douglass. But, however
perilous it would have been for me to have shown myself in any
southern State, there was no especial danger for me at the North.
Though disappointed in my tour on the Continent, and called
home by one of the saddest events that can afflict the domestic
circle, my presence here was fortunate, since it enabled me to
participate in the most important and memorable presidential
canvass ever witnessed in the United States, and to labor for the
election of a man who in the order of events was destined to do a
greater service to his country and to mankind, than any man who
had gone before him in the presidential office. It is something to
couple one’s name with great occasions, and it was a great thing to
me to be permitted to bear some humble part in this, the greatest
that had thus far come to the American people. It was a great thing
to achieve American independence when we numbered three
millions, but it was a greater thing to save this country from
dismemberment and ruin when it numbered thirty millions. He alone
of all our Presidents was to have the opportunity to destroy slavery,
and to lift into manhood millions of his countrymen hitherto held as
chattels and numbered with the beasts of the field.
The presidential canvass of 1860 was three sided, and each side
had its distinctive doctrine as to the question of slavery and slavery
extension. We had three candidates in the field. Stephen A. Douglas
was the standard bearer of what may be called the western faction of
the old divided democratic party, and John C. Breckenridge was the
standard-bearer of the southern or slaveholding faction of that party.
Abraham Lincoln represented the then young, growing, and united
republican party. The lines between these parties and candidates
were about as distinctly and clearly drawn as political lines are
capable of being drawn. The name of Douglas stood for territorial
sovereignty, or in other words, for the right of the people of a territory
to admit or exclude, to establish or abolish, slavery, as to them might
seem best. The doctrine of Breckenridge was that slaveholders were
entitled to carry their slaves into any territory of the United States
and to hold them there, with or without the consent of the people of
the territory; that the Constitution of its own force carried slavery and
protected it into any territory open for settlement in the United States.
To both these parties, factions, and doctrines, Abraham Lincoln and
the republican party stood opposed. They held that the Federal
Government had the right and the power to exclude slavery from the
territories of the United States, and that that right and power ought to
be exercised to the extent of confining slavery inside the slave
States, with a view to its ultimate extinction. The position of Mr.
Douglas gave him a splendid pretext for the display of a species of
oratory of which he was a distinguished master. He alone of the
three candidates took the stump, as the preacher of popular
sovereignty, called in derision at the time “Squatter” Sovereignty.
This doctrine, if not the times, gave him a chance to play fast and
loose, and blow hot and cold, as occasion might require. In the
South and among slaveholders he could say, “My great principle of
popular sovereignty does not and was not intended by me to prevent
the extension of slavery; on the contrary it gives you the right to take
your slaves into the territories and secure legislation legalizing
slavery; it denies to the Federal Government all right of interference
against you, and hence is eminently favorable to your interests.”
When among people known to be indifferent he could say, “I do not
care whether slavery is voted up or voted down in the territory,” but
when addressing the known opponents of the extension of slavery,
he could say that the people of the territories were in no danger of
having slavery forced upon them since they could keep it out by
adverse legislation. Had he made these representations before
railroads, electric wires, phonography, and newspapers had become
the powerful auxiliaries they have done Mr. Douglas might have
gained many votes, but they were of little avail now. The South was
too sagacious to leave slavery to the chance of defeat in a fair vote
by the people of a territory. Of all property none could less afford to
take such a risk, for no property can require more strongly favoring
conditions for its existence. Not only the intelligence of the slave, but
the instincts of humanity, must be barred by positive law, hence
Breckenridge and his friends erected the flinty walls of the
Constitution and the Supreme Court for the protection of slavery at
the outset. Against both Douglas and Breckenridge Abraham Lincoln
proposed his grand historic doctrine of the power and duty of the
National Government to prevent the spread and perpetuity of
slavery. Into this contest I threw myself, with firmer faith and more
ardent hope than ever before, and what I could do by pen or voice
was done with a will. The most remarkable and memorable feature
of this canvass, was that it was prosecuted under the portentous
shadow of a threat: leading public men of the South had with the
vehemence of fiery purpose, given it out in advance that in case of
their failure to elect their candidate (Mr. John C. Breckenridge) they
would proceed to take the slaveholding States out of the Union, and
that in no event whatever would they submit to the rule of Abraham
Lincoln. To many of the peace-loving friends of the Union, this was a
fearful announcement, and it doubtless cost the Republican
candidates many votes. To many others, however, it was deemed a
mere bravado—sound and fury signifying nothing. With a third class
its effect was very different. They were tired of the rule-or-ruin
intimidation adopted by the South, and felt then, if never before, that
they had quailed before it too often and too long. It came as an insult
and a challenge in one, and imperatively called upon them for
independence, self-assertion, and resentment. Had Southern men
puzzled their brains to find the most effective means to array against
slavery and slaveholding manners the solid opposition of the North,
they could not have hit upon any expedient better suited to that end,
than was this threat. It was not only unfair, but insolent, and more
like an address to cowardly slaves than to independent freemen; it
had in it the meanness of the horse-jockey, who, on entering a race,
proposes, if beaten, to run off with the stakes. In all my speeches
made during this canvass, I did not fail to take advantage of this
southern bluster and bullying.
As I have said, this southern threat lost many votes, but it gained
more than would cover the lost. It frightened the timid, but stimulated
the brave; and the result was—the triumphant election of Abraham
Lincoln.
Then came the question, what will the South do about it? Will
she eat her bold words, and submit to the verdict of the people, or
proceed to the execution of the programme she had marked out for
herself prior to the election? The inquiry was an anxious one, and
the blood of the North stood still, waiting for the response. It had not
to wait long, for the trumpet of war was soon sounded, and the tramp
of armed men was heard in that region. During all the winter of 1860
notes of preparation for a tremendous conflict came to us from that
quarter on every wind. Still the warning was not taken. Few of the
North could really believe that this insolent display of arms would
end in anything more substantial than dust and smoke.
The shameful and shocking course of President Buchanan and
his Cabinet towards this rising rebellion against the government
which each and all of them had solemnly sworn to “support, defend,
and maintain”—that the treasury was emptied, that the army was
scattered, that our ships of war were sent out of the way, that our
forts and arsenals in the South were weakened and crippled,—
purposely left an easy prey to the prospective insurgents,—that one
after another the States were allowed to secede, that these rebel
measures were largely encouraged by the doctrine of Mr. Buchanan,
that he found no power in the constitution to coerce a State, are all
matters of history, and need only the briefest mention here.
To arrest this tide of secession and revolution, which was
sweeping over the South, the southern papers, which still had some
dread of the consequences likely to ensue from the course marked
out before the election, proposed as a means for promoting
conciliation and satisfaction, that “each northern State, through her
legislature, or in convention assembled, should repeal all laws
passed for the injury of the constitutional rights of the South
(meaning thereby all laws passed for the protection of personal
liberty); that they should pass laws for the easy and prompt
execution of the fugitive slave law; that they should pass other laws
imposing penalties on all malefactors who should hereafter assist or
encourage the escape of fugitive slaves; also, laws declaring and
protecting the right of slaveholders to travel and sojourn in Northern
States, accompanied by their slaves; also, that they should instruct
their representatives and senators in Congress to repeal the law
prohibiting the sale of slaves in the District of Columbia, and pass
laws sufficient for the full protection of slave property in the
Territories of the Union.”
It may indeed be well regretted that there was a class of men in
the North willing to patch up a peace with this rampant spirit of
disunion by compliance with these offensive, scandalous, and
humiliating terms, and to do so without any guarantee that the South
would then be pacified; rather with the certainty, learned by past
experience, that it would by no means promote this end. I confess to
a feeling allied to satisfaction at the prospect of a conflict between
the North and the South. Standing outside the pale of American
humanity, denied citizenship, unable to call the land of my birth my
country, and adjudged by the supreme court of the United States to
have no rights which white men were bound to respect, and longing
for the end of the bondage of my people, I was ready for any political
upheaval which should bring about a change in the existing condition
of things. Whether the war of words would or would not end in blows
was for a time a matter of doubt; and when it became certain that the
South was wholly in earnest, and meant at all hazards to execute its
threats of disruption, a visible change in the sentiment of the North
was apparent.
The reaction from the glorious assertion of freedom and
independence on the part of the North in the triumphant election of
Abraham Lincoln, was a painful and humiliating development of its
weakness. It seemed as if all that had been gained in the canvass
was about to be surrendered to the vanquished: that the South,
though beaten at the polls, were to be victorious and have every
thing its own way in the final result. During all the intervening
months, from November to the ensuing March, the drift of northern
sentiment was towards compromise. To smooth the way for this,
most of the northern legislatures repealed their personal liberty bills,
as they were supposed to embarrass the surrender of fugitive slaves
to their claimants. The feeling everywhere seemed to be that
something must be done to convince the South that the election of
Mr. Lincoln meant no harm to slavery or the slave power, and that
the North was sound on the question of the right of the master to
hold and hunt his slave as long as he pleased, and that even the
right to hold slaves in the Territories should be submitted to the
supreme court, which would probably decide in favor of the most
extravagant demands of the slave States. The northern press took
on a more conservative tone towards the slavery propagandists, and
a corresponding tone of bitterness towards anti-slavery men and
measures. It came to be a no uncommon thing to hear men
denouncing South Carolina and Massachusetts in the same breath,
and in the same measure of disapproval. The old pro-slavery spirit
which, in 1835, mobbed anti-slavery prayer-meetings, and dragged
William Lloyd Garrison through the streets of Boston with a halter
about his neck, was revived. From Massachusetts to Missouri, anti-
slavery meetings were ruthlessly assailed and broken up. With
others, I was roughly handled by a mob in Tremont Temple, Boston,
headed by one of the wealthiest men of that city. The talk was that
the blood of some abolitionist must be shed to appease the wrath of
the offended South, and to restore peaceful relations between the
two sections of the country. A howling mob followed Wendell Phillips
for three days whenever he appeared on the pavements of his native
city, because of his ability and prominence in the propagation of anti-
slavery opinions.
Portrait of William Lloyd Garrison.
While this humiliating reaction was going on at the North, various
devices were suggested and pressed at Washington, to bring about
peace and reconciliation. Committees were appointed to listen to
southern grievances, and, if possible, devise means of redress for
such as might be alleged. Some of these peace propositions would
have been shocking to the last degree to the moral sense of the
North, had not fear for the safety of the Union overwhelmed all moral
conviction. Such men as William H. Seward, Charles Francis Adams,
Henry B. Anthony, Joshua R. Giddings, and others—men whose
courage had been equal to all other emergencies—bent before this
southern storm, and were ready to purchase peace at any price.
Those who had stimulated the courage of the North before the
election, and had shouted “Who’s afraid?” were now shaking in their
shoes with apprehension and dread. One was for passing laws in the
northern States for the better protection of slave hunters, and for the
greater efficiency of the fugitive slave bill. Another was for enacting
laws to punish the invasion of the slave States, and others were for
so altering the constitution of the United States that the federal
government should never abolish slavery while any one State should
B
object to such a measure. Everything that could be demanded by
insatiable pride and selfishness on the part of the slaveholding
South, or could be surrendered by abject fear and servility on the
part of the North, had able and eloquent advocates.
B
See History of American Conflict, Vol. II, by
Horace Greeley.
Happily for the cause of human freedom, and for the final unity of
the American nation, the South was mad, and would listen to no
concessions. They would neither accept the terms offered, nor offer
others to be accepted. They had made up their minds that under a
given contingency they would secede from the Union and thus
dismember the Republic. That contingency had happened, and they
should execute their threat. Mr. Ireson of Georgia, expressed the
ruling sentiment of his section when he told the northern
peacemakers that if the people of the South were given a blank
sheet of paper upon which to write their own terms on which they
would remain in the Union, they would not stay. They had come to
hate everything which had the prefix “Free”—free soil, free states,
free territories, free schools, free speech, and freedom generally,
and they would have no more such prefixes. This haughty and
unreasonable and unreasoning attitude of the imperious South
saved the slave and saved the nation. Had the South accepted our
concessions and remained in the Union the slave power would in all
probability have continued to rule; the north would have become
utterly demoralized; the hands on the dial-plate of American
civilization would have been reversed, and the slave would have
been dragging his hateful chains to-day wherever the American flag
floats to the breeze. Those who may wish to see to what depths of
humility and self-abasement a noble people can be brought under
the sentiment of fear, will find no chapter of history more instructive
than that which treats of the events in official circles in Washington
during the space between the months of November, 1859, and
March, 1860.
CHAPTER XI.
SECESSION AND WAR
Recruiting of the 54th and 55th Colored Regiments—Visit to President Lincoln

and Secretary Stanton—Promised a Commission as Adjutant General to
General Thomas—Disappointment.
THE cowardly and disgraceful reaction, from a courageous and

manly assertion of right principles, as described in the foregoing
pages, continued surprisingly long after secession and war were
commenced. The patience and forbearance of the loyal people of the
North were amazing. Speaking of this feature of the situation in
Corinthian Hall, Rochester, at the time, I said:
“We (the people of the North) are a charitable people, and in

the excess of this feeling we were disposed to put the very best
construction upon the strange behavior of our southern brethren.
We hoped that all would yet go well. We thought that South
Carolina might secede; it was entirely like her to do so. She had
talked extravagantly about going out of the Union, and it was
natural that she should do something extravagant and startling if
for nothing else, to save a show of consistency. Georgia too, we
thought might possibly secede. But strangely enough we thought
and felt quite sure that these twin rebellious States would stand
alone and unsupported in their infamy and their impotency; that
they would soon tire of their isolation, repent of their folly and
come back to their places in the Union. Traitors withdrew from
the Cabinet, from the House of Representatives, and from the
Senate, and hastened to their several States to ‘fire the southern
heart,’ and to fan the hot flames of treason at home. Still we
doubted if anything serious would come of it. We treated it as a
bubble on the wave—a nine days’ wonder. Calm and thoughtful
men ourselves, we relied upon the sober second thought of the
southern people. Even the capture of a fort, a shot at one of our
ships—an insult to the national flag—caused only a momentary
feeling of indignation and resentment. We could not but believe
that there existed at the South a latent and powerful Union
sentiment which would assert itself at last. Though loyal soldiers
had been fired upon in the streets of Baltimore; though loyal
blood had stained the pavements of that beautiful city, and the
national government was warned to send no troops through
Baltimore to the defense of the National Capital, we could not be
made to believe that the border States would plunge madly into
the bloody vortex of rebellion.
“But this confidence, patience, and forbearance could not
last forever. These blissful illusions of hope were in a measure
dispelled when the batteries of Charleston harbor were opened
upon the starving garrison at Fort Sumpter. For the moment the
northern lamb was transformed into a lion, and his roar was
terrible. But he only showed his teeth, and clearly had no wish to
use them. We preferred to fight with dollars and not daggers.
‘The fewer battles the better,’ was the hopeful motto at
Washington. ‘Peace in sixty days,’ was held out by the astute
Secretary of State. In fact, there was at the North no disposition
to fight; no spirit of hate; no comprehension of the stupendous
character and dimensions of the rebellion, and no proper
appreciation of its inherent wickedness. Treason had shot its
poisonous roots deeper, and had spread its death-dealing
branches further than any northern calculation had covered.
Thus while rebels were waging a barbarous war, marshaling
savage Indians to join them in the slaughter; while rifled cannon
balls were battering down the walls of our forts, and the iron-clad
hand of monarchical power was being invoked to assist in the
destruction of our government and the dismemberment of our
country; while a tremendous rebel ram was sinking our fleet and
threatening the cities of our coast, we were still dreaming of
peace. This infatuation, this blindness to the significance of
passing events, can only be accounted for by the rapid passage

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Business Communication Essentials

6th Edition Bovee Test Bank

2) Routine requests should begin with ________.

4) When stating your routine request upfront, you should ________.

9) The closing of a routine request message should include ________.

15) The opening of a request for recommendation should ________.

17) The body of a request for recommendations should ________.

18) The body of a request for recommendations should ________.

24) When making claims or requesting adjustments, you should ________.

Dear Customer Service Representative,

32) This message is likely to be ineffective because it fails to ________.

50) Which of the following is a pointer for writing positive messages?

52) When writing recommendation letters, you should ________.

53) When writing recommendation letters you should ________.

58) In order to write a successful news release, you should ________.

60) In order to write a successful news release, you should ________.

61) In order to write a successful news release, you should ________.

63) Which of the following is true about social media releases?

64) Which of the following is true about social media releases?

66) Goodwill messages should NOT be ________.

68) When writing condolences, you should ________.

70) Which of the following is a guideline for writing condolence messages?

91) Outline an effective strategy for writing routine business requests.

98) What are the guidelines for creating informative messages?

Recruiting of the 54th and 55th Colored Regiments—Visit to President Lincoln

THE cowardly and disgraceful reaction, from a courageous and

“We (the people of the North) are a charitable people, and in

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