Telephone Etiquette and Email Communication

When terminating a telephone call, the receptionist should___________.

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CCSS.RI.11-12.4

CCSS.RI.7.4

CCSS.RI.8.4

CCSS.RI.9-10.4

CCSS.RI.9-10.4

Many companies now choose to outsource R&D because

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CCSS.RI.8.1

CCSS.RI.8.8

CCSS.RL.11-12.1

CCSS.RL.8.1

CCSS.RL.9-10.1

SECRETARIAL HOUSEKEEPING Dusting your own and your employer's desk and chair and reporting promptly when any repairs are needed are a few ways in which you can keep office furnishings in good condition. Even the most expensive furnishings and equipment soon look shabby if not properly cared for. Make sure that the pens and pencils on your employer's desk are ready for use each day. Taking care of the plants and flowers may also be one of your daily responsibilities. Your desk top should be as uncluttered as possible. Although you need not try to keep your desk completely clear, neither should you allow papers, folders, card files, and miscellaneous items of equipment to pile up. The desk top is intended for work - not as a storage space. Besides, a cluttered desk top makes the area look untidy and ___________. Don't be one of those secretaries who store working materials under the desk or on tops of file cabinets or other flat surfaces. Sometimes a secretary tries to ___________ poor housekeeping with the complaint, 'I don't have any place to put these materials,' only to find on examination that desk drawers are stuffed with odds and ___________ that are never used. ___________ you have an unusual amount of materials and supplies that must be within fingertip ___________ and your desk drawers are already filled with your working materials, ask your employer for a two-drawer file that may be used for folders, supplies, and active-work materials. Make sure, however, that this file is absolutely essential. Too often secretaries order a file (which is expensive and ___________ up valuable space) and use it for storing materials and supplies that should actually be housed ___________ - the office storage room, for example. Bookcases and cabinets should not be allowed to become cluttered. Arrange books and magazines ___________ in logical order for quick references. (Adapted from 'Applied secretarial procedures' by Gregg and Community College Division) CLO1, CLO2.1

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CCSS.RI.11-12.3

CCSS.RI.11-12.5

CCSS.RI.8.3

CCSS.RI.9-10.3

CCSS.RI.9-10.5

When you « Reply All », who receives the email ?

• A) Everyone who receives the initial email

• B) You and the sender

• C) Everyone plus you

• D) Only the sender

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CCSS.RI.11-12.8

CCSS.RI.9-10.7

CCSS.RL.11-12.8

CCSS.RL.8.7

CCSS.RL.9-10.7

What does the writer like about simple company names?

• They inspire confidence.

• They accurately describe the product.

• They give a personal touch.

• They are easy to remember.

Which of the following options related to complimentary close is considered the most formal?

• A) Faithfully yours

• B) Best regards

• C) Cheers

• D) Sincerely yours

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CCSS.SL.11-12.6

CCSS.W.11-12.1D

CCSS.W.11-12.2E

CCSS.W.9-10.1D

CCSS.W.9-10.2E

The Subject Line is used for __________.

• A) giving a brief description of the email

• B) writing the email message

• C) homework assignments

• D) emoticons

Which name, Flood Warning or Peace of Mind, would the writer probably prefer?

• Peace of Mind because it is designed to comfort the customer.

• Peace of Mind because Flood Warning sounds more serious than a burst pipe.

• Flood Warning because it shows the company understands the problem.

• Flood Warning, because few people know the expression 'peace of mind'

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CCSS.RI. 9-10.6

CCSS.RI.11-12.6

CCSS.RI.8.9

CCSS.RL.11-12.6

CCSS.RL.9-10.6

The most important aspect of answering the telephone at your workplace is __________.

• A) to identify yourself and the place of business

• B) to perform a criminal background check

• C) to get personal data for personal gain

• D) to keep a straight face and speak fluently

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CCSS.L.1.6

CCSS.L.3.6

It became _______ that Mr. Gonzales needed more assistance after his team nearly missed several important deadlines.

• apparent

• negligible

• contingent

• incredible

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CCSS.RI.11-12.4

CCSS.RI.8.4

CCSS.RI.9-10.4

CCSS.RL.11-12.4

CCSS.RL.9-10.4