Chapter Review Answers

1. The steps in the deductive outline are:

(a) state the main idea, (b) provide details or explanation, and (c) remind the receiver of the good news or main idea and/or include a future-oriented closing thought. This sequence is also appropriate for oral messages that convey good or neutral news. The same outlines recommended for written messages are recommended for oral messages, as they are based on anticipated reaction.

2. To provide a warm, genuine tone in appreciation messages, the writer should (a) identify the circumstances for which he or she is grateful and (b) provide specific reasons why the action is appreciated. The writer should never exaggerate or use language that is unbelievable.

3. A claim letter is a request for an adjustment. Persuasive claims assume that a request will be granted only after explanations and persuasive arguments have been presented. Routine claims assume that a request will be granted quickly and willingly, without persuasion. Use a deductive outline for routine claims; an inductive outline for persuasive claims.

4. Senders should consider differences in societal values that influence social behavior, etiquette, communication styles, and business transactions. They should also be aware of abbreviations, expressions, and slang that other cultures might not understand. An indirect outline might be appropriate when writing to some cultural groups, even when the news is good or routine.

5. When writing instructions, (a) begin each step with an action statement; (b) itemize each step on a separate line to add emphasis and to simplify reading; (c) consider preparing a flowchart depicting the procedures if necessary; (d) complete the procedure by following the instructions step by step, revising as necessary; and (e) ask a colleague or employee to walk through the procedures to locate ambiguous statements, omissions, or errors.