Question 1

In a negative message,the explanation section should

Accepted Answer

A)  distract readers with current events.
B)  apologize for any inconvenience the message may cause.
C)  lead readers to your conclusion before you state it.
D)  establish common ground with the reader.

Question 2

Which of the following can help you handle requests for recommendations in a social networking environment?

Accepted Answer

A)  Ignoring a request from someone you don't know
B)  Maintaining a policy of not writing a recommendation for anyone
C)  Writing as much or as little as you're comfortable with sharing about the person
D)  all of the above

Question 3

Discuss why apologizing in business messages is not always advised.

Accepted Answer

The notion of apology is hard to pin dow...

Question 4

When you deliver bad news about business transactions (such as a delayed order shipment),you should always apologize to the audience.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is one of the five goals of communicating negative information?

Accepted Answer

A)  Gain acceptance for the bad news
B)  Let the audience assume the bad news
C)  Offer alternatives to the bad news
D)  Offer the opportunity to discuss the issue further
E)  Avoid sharing the bad news

Question 6

What is your primary communication challenge when you are unable to comply with a routine request?

Accepted Answer

A)  Minimizing time spent on the working relationship
B)  Turning the request into an unsolicited request
C)  Fully and carefully explaining reasons
D)  Giving a clear negative response without generating negative feelings
E)  Offering alternatives,if available

Question 7

Employees who observe illegal or unethical behavior in the workplace may resort to ________,if they're unable to resolve the problems through normal channels.

Accepted Answer

A)  "shuffling the deck"
B)  "calling the game"
C)  "blowing the whistle"
D)  "breaking the mold"

Question 8

An advantage of the direct approach for communicating bad news is that it keeps the message short.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following is one of the goals of a well-written buffer?

Accepted Answer

A)  To be relevant and sincere
B)  To trivialize the reader's concerns
C)  To divert attention from the problem
D)  To offer flattery or additional material
E)  To have the reader think the message contains good news

Question 10

Withholding or delaying bad news can be unethical,or even illegal.

Accepted Answer

A) True 
 B)False

Question 11

Which format is usually most effective when rejecting suggestions and solicited proposals?

Accepted Answer

A)  Direct
B)  Persuasive
C)  Negative
D)  Indirect
E)  Positive

Question 12

Use the ________ if you must deliver bad news that will shock or surprise your audience.

Accepted Answer

A)  indirect approach
B)  discretionary approach
C)  direct approach
D)  introverted approach

Question 13

How should reasons for a termination be presented to an employee?

Accepted Answer

A)  In as direct a format as possible to prevent misunderstanding
B)  As fair and nondiscriminatory
C)  Using an indirect format with reasons implied rather than clearly stated
D)  As a personal plan to improve performance on future jobs
E)  As being approved of by the company's legal team

Question 14

Whether or not you should apologize when delivering bad news about transactions depends mainly on

Accepted Answer

A)  how much the customer has purchased from your company in the past.
B)  the medium you are using for the message.
C)  how long it has been since the problem occurred.
D)  potential ethical and legal outcomes.
E)  how much you personally regret the decision made.

Question 15

Why should an applicant rejection letter avoid implying that the application will be reviewed at a later date?

Accepted Answer

A)  To avoid legal complaints
B)  To minimize hope in the applicant
C)  To limit the applicant pool for future positions
D)  To make the letter as short and direct as possible
E)  To maintain a polite and passive tone

Question 16

Which of the following is one of the purposes of using the indirect approach for negative messages?

Accepted Answer

A)  To obscure news
B)  To delay sharing the news
C)  To help the readers accept the situation
D)  To limit your responsibility
E)  To signal the seriousness of the news

Question 17

During which step of the planning process should you determine the channel and medium for a negative message?

Accepted Answer

A)  Writing
B)  Sending
C)  Completing
D)  Evaluating
E)  Planning

Question 18

In the reasons section of a negative message,you should

Accepted Answer

A)  prepare the reader for the negative news.
B)  state the bad news directly.
C)  apologize for the negative decision.
D)  establish common ground with the reader.
E)  include every reason you have identified.

Question 19

When using the indirect approach to make a negative announcement on a routine business matter,what should be established in the buffer?

Accepted Answer

A)  Your reasons for the decision
B)  An announcement of the negative news
C)  As much positive information as available
D)  A variety of suggestions and proposals
E)  An area of mutual ground between you and the reader

Question 20

One way to be tactful when giving your reasons for bad news is to

Accepted Answer

A)  explain why the decision is good for you and your company.
B)  highlight,if possible,how your negative decision benefits the recipient.
C)  explain that the decision is based on company policy.
D)  apologize for having to be the bearer of bad news.
E)  ignore any request you don't intend to comply with.

Exam 11: Writing Negative Messages

When you deliver bad news about business transactions (such as a delayed order shipment),you should always apologize to the audience.

Correct AnswerverifiedShow Answer

Why should an applicant rejection letter avoid implying that the application will be reviewed at a later date?

Correct AnswerverifiedShow Answer

During which step of the planning process should you determine the channel and medium for a negative message?

Correct AnswerverifiedShow Answer

When using the indirect approach to make a negative announcement on a routine business matter,what should be established in the buffer?

Correct AnswerverifiedShow Answer

In the reasons section of a negative message,you should

Correct AnswerverifiedShow Answer

Withholding or delaying bad news can be unethical,or even illegal.

Correct AnswerverifiedShow Answer

Use the ________ if you must deliver bad news that will shock or surprise your audience.

Correct AnswerverifiedShow Answer

In a negative message,the explanation section should

Correct AnswerverifiedShow Answer

Which of the following is one of the goals of a well-written buffer?

Correct AnswerverifiedShow Answer

How should reasons for a termination be presented to an employee?

Correct AnswerverifiedShow Answer

An advantage of the direct approach for communicating bad news is that it keeps the message short.

Correct AnswerverifiedShow Answer

Which of the following is one of the five goals of communicating negative information?

Correct AnswerverifiedShow Answer

Which of the following is one of the purposes of using the indirect approach for negative messages?

Correct AnswerverifiedShow Answer

Which format is usually most effective when rejecting suggestions and solicited proposals?

Correct AnswerverifiedShow Answer

Which of the following can help you handle requests for recommendations in a social networking environment?

Correct AnswerverifiedShow Answer

Employees who observe illegal or unethical behavior in the workplace may resort to ________,if they're unable to resolve the problems through normal channels.

Correct AnswerverifiedShow Answer

Discuss why apologizing in business messages is not always advised.

Correct AnswerverifiedThe notion of apology is hard to pin dow...View AnswerShow Answer

What is your primary communication challenge when you are unable to comply with a routine request?

Correct AnswerverifiedShow Answer

Whether or not you should apologize when delivering bad news about transactions depends mainly on

Correct AnswerverifiedShow Answer

One way to be tactful when giving your reasons for bad news is to

Correct AnswerverifiedShow Answer

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The notion of apology is hard to pin dow...
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