Question 1

When you need to inform employees that a benefit or privilege will be eliminated

Accepted Answer

A)   use the direct approach.
B)   minimize the impact of the bad news by presenting it in as positive a light as possible.
C)   use as many hedging words as possible.
D)   the best approach is to leak the news as a rumor rather than make a public announcement.

Question 2

When you deliver negative messages, you

Accepted Answer

A)   should always begin with a buffer.
B)   should not include reasons for the decision or information.
C)   can expect your audience to be offended.
D)   should use language that conveys respect.

Question 3

Rewrite the following sentence using more respectful wording: "You shouldn't have put the blender into the dishwasher."

Accepted Answer

This type of blender...

Question 4

When delivering bad news, wording such as "We must turn down," "I am unable to," and "We cannot afford to"

Accepted Answer

A)   is unavoidable.
B)   is likely to cause pain and anger in the reader.
C)   softens the blow by drawing attention away from the reader and onto the sender.
D)   will impress the reader as being straightforward and forceful.

Question 5

Briefly describe the elements of a negative message that uses the indirect approach.

Accepted Answer

Begin with a buffer (a neutral statement...

Question 6

When evaluating employees, it is important to ________ performance problems carefully to support any decisions that need to be made about pay, promotions, or termination.

Accepted Answer

The answer of When evaluating employees, it is important to...

Question 7

What are some viable options for refusing social networking recommendation requests?

Accepted Answer

The situation with recommendations in a ...

Question 8

If you are turning down an invitation, it is usually necessary to use the indirect approach.

Accepted Answer

A) True 
 B)False

Question 9

If you must give an employee a negative performance review, it is best to avoid any positive comments since they might distract attention from all of the problems.

Accepted Answer

A) True 
 B)False

Question 10

When rejecting a job applicant, you can soften the blow by

Accepted Answer

A)   telling the applicant how many others he or she was competing against.
B)   mentioning the qualifications of the person who was hired.
C)   expressing appreciation for his or her application.
D)   apologizing for wasting the person's time.

Question 11

To avoid awkward situations, it is best to deliver bad news for employees in writing whenever possible.

Accepted Answer

A) True 
 B)False

Question 12

In the reasons section of a negative message, you should

Accepted Answer

A)   apologize for the negative decision.
B)   explain what your decision is before you explain why you have reached it.
C)   present enough detail to make your conclusion compelling.
D)   do all of the above.

Question 13

A negative message organized using the ________ approach starts with a clear statement of the bad news.

Accepted Answer

The answer of A negative message organized using the ________...

Question 14

In a negative message, you should never give the reader any indication that the situation could change to a more favorable outcome in the future.

Accepted Answer

A) True 
 B)False

Question 15

If you up to now you have failed to respond to a request, a buffer

Accepted Answer

A)   automatically misleads the reader.
B)   comes right out and says no to the request.
C)   ignores the request altogether.
D)   explains why you have so far not responded to the request.

Question 16

When delivering bad news, your only goal is to make the recipient feel good about him- or herself.

Accepted Answer

A) True 
 B)False

Question 17

What are your five main goals when delivering bad news?

Accepted Answer

In any negative message, your main goals...

Question 18

To avoid being accused of defamation, you should

Accepted Answer

A)   make it clear to disgruntled customers that you refuse to be intimidated.
B)   avoid any kind of behavior that could be considered abusive.
C)   refuse to communicate with unhappy clients.
D)   frequently refer to company policy.

Question 19

Using the indirect approach, the negative news comes

Accepted Answer

A)   immediately before the reasons.
B)   at the very end.
C)   immediately after the reasons.
D)   immediately after the buffer.

Question 20

In refusing a customer's request for adjustment, you are concerned about possible defamation charges. You should

Accepted Answer

A)   consult your company's legal department or an attorney if you think a message might have legal consequences.
B)   explain why you are making the refusal.
C)   make all refusals by phone instead of in writing.
D)   do all of the above.

Exam 9: Writing Negative Messages

Rewrite the following sentence using more respectful wording: "You shouldn't have put the blender into the dishwasher."

Correct AnswerverifiedThis type of blender...View AnswerShow Answer

When you need to inform employees that a benefit or privilege will be eliminated

Correct AnswerverifiedShow Answer

In a negative message, you should never give the reader any indication that the situation could change to a more favorable outcome in the future.

Correct AnswerverifiedShow Answer

To avoid being accused of defamation, you should

Correct AnswerverifiedShow Answer

If you are turning down an invitation, it is usually necessary to use the indirect approach.

Correct AnswerverifiedShow Answer

In refusing a customer's request for adjustment, you are concerned about possible defamation charges. You should

Correct AnswerverifiedShow Answer

A negative message organized using the ________ approach starts with a clear statement of the bad news.

Correct AnswerverifiedShow Answer

In the reasons section of a negative message, you should

Correct AnswerverifiedShow Answer

When evaluating employees, it is important to ________ performance problems carefully to support any decisions that need to be made about pay, promotions, or termination.

Correct AnswerverifiedShow Answer

What are some viable options for refusing social networking recommendation requests?

Correct AnswerverifiedThe situation with recommendations in a ...View AnswerShow Answer

If you up to now you have failed to respond to a request, a buffer

Correct AnswerverifiedShow Answer

When delivering bad news, wording such as "We must turn down," "I am unable to," and "We cannot afford to"

Correct AnswerverifiedShow Answer

When you deliver negative messages, you

Correct AnswerverifiedShow Answer

What are your five main goals when delivering bad news?

Correct AnswerverifiedIn any negative message, your main goals...View AnswerShow Answer

Briefly describe the elements of a negative message that uses the indirect approach.

Correct AnswerverifiedBegin with a buffer (a neutral statement...View AnswerShow Answer

To avoid awkward situations, it is best to deliver bad news for employees in writing whenever possible.

Correct AnswerverifiedShow Answer

If you must give an employee a negative performance review, it is best to avoid any positive comments since they might distract attention from all of the problems.

Correct AnswerverifiedShow Answer

Using the indirect approach, the negative news comes

Correct AnswerverifiedShow Answer

When rejecting a job applicant, you can soften the blow by

Correct AnswerverifiedShow Answer

When delivering bad news, your only goal is to make the recipient feel good about him- or herself.

Correct AnswerverifiedShow Answer

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This type of blender...
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The situation with recommendations in a ...
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In any negative message, your main goals...
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Begin with a buffer (a neutral statement...
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