Question 1

In denial messages you must establish the proper tone and use you statements such as You would have known that cash refunds are not available if you had read the receipt.

Accepted Answer

A) True 
 B)False

Question 2

The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the rejection, feels that the news was revealed sensitively, and believes that the matter was treated seriously and fairly.

Accepted Answer

A) True 
 B)False

Question 3

Using ____________________-voice verbs enables you to depersonalize an action and cushion the bad news.

Accepted Answer

The answer of Using ____________________-voice verbs enables you to depersonalize...

Question 4

Which of the following sentences to employees best explains the reasons for a reduction in a company workforce?

Accepted Answer

A)  Although we would like to retain our current workforce, we have no choice but to reduce the number of employees.
B)  We did everything possible to prevent this from happening.
C)  The decision cannot be changed.
D)  Because of a decrease in sales, the number of employees will need to be reduced, which we know will affect all of you.

Question 5

Written messages to customers are important because such messages establish a record of the problem.

Accepted Answer

A) True 
 B)False

Question 6

To soften bad news, many business writers choose to use the ____________________ organizational strategy.

Accepted Answer

The answer of To soften bad news, many business writers...

Question 7

A device to reduce the shock or pain of bad news is called a(n)

Accepted Answer

A)  explanation
B)  adjustment
C)  buffer
D)  deflector C

Question 8

The primary difference between ethical and unethical communicators is that unethical communicators

Accepted Answer

A)  intend to deceive.
B)  don't analyze their purpose for a message.
C)  sign someone else's name to their messages.
D)  take a reader-center approach.

Question 9

Readers are more likely to accept negative news when

Accepted Answer

A)  the writer uses strong, forceful language.
B)  they feel that the decision was fair, impartial, and rational.
C)  the writer refers repeatedly to company policy.
D)  the message is delivered via phone rather than writing.

Question 10

As a Human Resources representative, Laura must inform Matt that his vacation request for August is not approved. Which of the following should she do?

Accepted Answer

A)  Plan the message strategically.
B)  Ask the CEO to send the message.
C)  Wait two weeks before sending the message.
D)  Leave out an explanation about why she cannot approve requested dates.

Question 11

Business communicators should consider including a forward look, good wishes, a mention of freebies, or references to resale information or promotion in the ____________________ of a bad-news message.

Accepted Answer

The answer of Business communicators should consider including a forward...

Question 12

A communicator who intends to deceive when writing a bad-news message is displaying ____________________ behavior.

Accepted Answer

The answer of A communicator who intends to deceive when...

Question 13

Which of the following is not a helpful tip for apologizing in a negative-news message?

Accepted Answer

A)  Be sincere and explain what you will do to prevent recurrence.
B)  Accept responsibility.
C)  Focus on your regret.
D)  Use good judgment, and do not admit blame without consulting your supervisor. C

Question 14

The primary benefit of using the indirect strategy to communicate bad news is that it

Accepted Answer

A)  demonstrates your writing abilities.
B)  ensures that your reasoning will be read while the receiver is still receptive.
C)  disguises the bad news.
D)  places the bad news before the explanation.

Question 15

Which of the following would be an effective way to begin a bad-news message using the indirect strategy?

Accepted Answer

A)  Complimenting the reader
B)  Providing a statement of mutual agreement
C)  Revealing the best news
D)  All answer choices would be effective techniques to open a bad-news message using the indirect strategy.

Question 16

In deciding to share negative information about another employee to your supervisor, what question should you consider first ?

Accepted Answer

A)  Will I profit personally (promotion, bonus pay, or honors) ?
B)  Was the act criminal or hostile behavior or just a one-time mistake?
C)  How should I time the information delivery (before or after a meeting) ?
D)  How can I avoid being identified as the tattle tale by other employees? B

Question 17

You can soften the blow of the bad news in refusing a typical request or claim by

Accepted Answer

A)  emphasizing the bad news.
B)  using the active voice.
C)  implying the refusal.
D)  accentuating the negative.

Question 18

Personally delivering bad news is sometimes recommended, but written messages are important to establish a record of the incident, to formally confirm follow-up procedures, and

Accepted Answer

A)  to promote good relations.
B)  to denote your leadership rank.
C)  to persuade the receiver to follow your recommendations.
D)  to allow you to identify your organization and position.

Question 19

You must decline an employee's request to telecommute three days per week. Which of the following statements best explains why this bad news is necessary?

Accepted Answer

A)  Our current company policy does not allow telecommuting.
B)  Unfortunately, we regret that we are unable to afford the expenses associated with telecommuting.
C)  Your daily presence in the office is important to ensure regular customer contact.
D)  Your work standards cannot be relied on unless we are able to observe you at your workstation.

Question 20

When you show that the decision for negative news was made fairly, impartially, and rationally, receivers are far more likely to accept the negative news.

Accepted Answer

A) True 
 B)False

Exam 7: Negative Messages

In denial messages you must establish the proper tone and use you statements such as You would have known that cash refunds are not available if you had read the receipt.

Correct AnswerverifiedShow Answer

The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the rejection, feels that the news was revealed sensitively, and believes that the matter was treated seriously and fairly.

Correct AnswerverifiedShow Answer

Using ____________________-voice verbs enables you to depersonalize an action and cushion the bad news.

Correct AnswerverifiedShow Answer

Which of the following sentences to employees best explains the reasons for a reduction in a company workforce?

Correct AnswerverifiedShow Answer

Written messages to customers are important because such messages establish a record of the problem.

Correct AnswerverifiedShow Answer

To soften bad news, many business writers choose to use the ____________________ organizational strategy.

Correct AnswerverifiedShow Answer

A device to reduce the shock or pain of bad news is called a(n)

Correct AnswerverifiedC

The primary difference between ethical and unethical communicators is that unethical communicators

Correct AnswerverifiedShow Answer

Readers are more likely to accept negative news when

Correct AnswerverifiedShow Answer

As a Human Resources representative, Laura must inform Matt that his vacation request for August is not approved. Which of the following should she do?

Correct AnswerverifiedShow Answer

Business communicators should consider including a forward look, good wishes, a mention of freebies, or references to resale information or promotion in the ____________________ of a bad-news message.

Correct AnswerverifiedShow Answer

A communicator who intends to deceive when writing a bad-news message is displaying ____________________ behavior.

Correct AnswerverifiedShow Answer

Which of the following is not a helpful tip for apologizing in a negative-news message?

Correct AnswerverifiedC

The primary benefit of using the indirect strategy to communicate bad news is that it

Correct AnswerverifiedShow Answer

Which of the following would be an effective way to begin a bad-news message using the indirect strategy?

Correct AnswerverifiedShow Answer

In deciding to share negative information about another employee to your supervisor, what question should you consider first ?

Correct AnswerverifiedB

You can soften the blow of the bad news in refusing a typical request or claim by

Correct AnswerverifiedShow Answer

Personally delivering bad news is sometimes recommended, but written messages are important to establish a record of the incident, to formally confirm follow-up procedures, and

Correct AnswerverifiedShow Answer

You must decline an employee's request to telecommute three days per week. Which of the following statements best explains why this bad news is necessary?

Correct AnswerverifiedShow Answer

When you show that the decision for negative news was made fairly, impartially, and rationally, receivers are far more likely to accept the negative news.

Correct AnswerverifiedShow Answer

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C

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C

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B

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