Question 1

When making negative announcements about routine business matters,

Accepted Answer

A)   the direct approach is generally best.
B)   the indirect approach is best in most cases.
C)   it is best to combine the direct and indirect approaches.
D)   there is no need to close on a positive note.
E)   using a buffer is not acceptable.

Question 2

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 your readers.
C)   explain that the decision is based on company policy.
D)   apologize for having to be the bearer of bad news.
E)   use phrases such as, "I really hate to tell you this, but ..."

Question 3

Which of the following is the most effective close for a letter rejecting a job applicant?

Accepted Answer

A)   If you have any questions about our decision, don't hesitate to call.
B)   We hope that despite this rejection you will continue to frequent our establishments.
C)   Again, we are very sorry that we cannot offer you a position at this time.
D)   I wish you the best of luck as you begin your new career.
E)   You should really reconsider your job prospects-really.

Question 4

No matter the situation,you should always provide an extensive explanation of the bad news in negative messages.

Accepted Answer

A) True 
 B)False

Question 5

Firing an employee whose performance reviews were all positive can result in a lawsuit.

Accepted Answer

A) True 
 B)False

Question 6

You can help establish the right tone in a negative message by using positive words rather than negative,counterproductive ones.

Accepted Answer

A) True 
 B)False

Question 7

When composing negative messages,what type of language should you use?

Accepted Answer

Not Answer
Explanation: In any negative ...

Question 8

Encouraging additional communication in the close of a negative message

Accepted Answer

A)   is expected, even if you are not really willing to discuss the matter any further.
B)   should be avoided unless you are truly willing to discuss the matter further.
C)   is appropriate for internal audiences, but never for external.
D)   should be done only if you direct the audience to contact someone else.
E)   is never a good idea.

Question 9

Compared to traditional letters of recommendation,social networking recommendations

Accepted Answer

A)   require the same amount of detail.
B)   pose less of a risk to your professional reputation.
C)   offer more flexibility, and can contain as much or as little detail as you want to share.
D)   are always more difficult to write.
E)   are none of the above.

Question 10

One important goal of a buffer is to

Accepted Answer

A)   delay stating the bad news.
B)   establish common ground with your reader.
C)   make your reader wonder what the message is about.
D)   divert the reader's attention to a more pleasant subject.
E)   make it clear that you are not at fault.

Question 11

What four guidelines should you follow in writing effective closes to negative messages?

Accepted Answer

(1)Avoid a negative or uncertain conclus...

Question 12

Offering discounts on future purchases,free merchandise,or other considerations in negative messages about business transactions

Accepted Answer

A)   is almost always viewed as a hollow, insincere gesture.
B)   should be avoided since it acknowledges guilt.
C)   is a good idea only when dealing with government contracts.
D)   has been shown to worsen relationships rather than repair them.
E)   can go a long way to rebuilding a customer's confidence in your company.

Question 13

In rejecting a proposal you solicited,you should use the indirect approach and provide an explanation.

Accepted Answer

A) True 
 B)False

Question 14

Generally speaking,bad news for employees should be delivered using

Accepted Answer

A)   blunt language.
B)   the direct approach.
C)   the indirect approach.
D)   passive voice.
E)   subordinates.

Question 15

One way to avoid being accused of defamation is to stick to the facts when communicating with customers.

Accepted Answer

A) True 
 B)False

Question 16

List three techniques for deemphasizing bad news.

Accepted Answer

Three methods for deemphasizing bad news...

Question 17

In a negative message organized using the indirect approach,the reasons for the decision

Accepted Answer

A)   are so obvious that you don't need to mention them.
B)   come directly after the buffer and follow naturally from it.
C)   should be glossed over quickly.
D)   should be long and roundabout to cushion the negative aspects.
E)   should come right at the beginning of the message.

Question 18

You are faced with informing your supervisor about massive production delays.Company policy dictates that you must provide this information in writing.What questions should you consider when deciding between the direct and indirect approaches for your message?

Accepted Answer

(1)Will the bad news come as a shock to ...

Question 19

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

Accepted Answer

Begin with a buffer (a neutral statement...

Question 20

A letter rejecting a job applicant should

Accepted Answer

A)   avoid explaining why he or she was not selected.
B)   point out the applicant's shortcomings.
C)   be as personal as possible.
D)   be as long as possible.
E)   always include a lengthy apology.

Exam 9: Writing Negative Messages

List three techniques for deemphasizing bad news.

Correct AnswerverifiedThree methods for deemphasizing bad news...View AnswerShow Answer

You can help establish the right tone in a negative message by using positive words rather than negative,counterproductive ones.

Correct AnswerverifiedShow Answer

One way to avoid being accused of defamation is to stick to the facts when communicating with customers.

Correct AnswerverifiedShow Answer

Offering discounts on future purchases,free merchandise,or other considerations in negative messages about business transactions

Correct AnswerverifiedShow Answer

Which of the following is the most effective close for a letter rejecting a job applicant?

Correct AnswerverifiedShow Answer

Generally speaking,bad news for employees should be delivered using

Correct AnswerverifiedShow Answer

Compared to traditional letters of recommendation,social networking recommendations

Correct AnswerverifiedShow Answer

No matter the situation,you should always provide an extensive explanation of the bad news in negative messages.

Correct AnswerverifiedShow 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

What four guidelines should you follow in writing effective closes to negative messages?

Correct Answerverified(1)Avoid a negative or uncertain conclus...View AnswerShow Answer

In a negative message organized using the indirect approach,the reasons for the decision

Correct AnswerverifiedShow Answer

Encouraging additional communication in the close of a negative message

Correct AnswerverifiedShow Answer

One important goal of a buffer is to

Correct AnswerverifiedShow Answer

You are faced with informing your supervisor about massive production delays.Company policy dictates that you must provide this information in writing.What questions should you consider when deciding between the direct and indirect approaches for your message?

Correct Answerverified(1)Will the bad news come as a shock to ...View AnswerShow Answer

When composing negative messages,what type of language should you use?

Correct AnswerverifiedNot AnswerExplanation: In any negative ...View AnswerShow Answer

When making negative announcements about routine business matters,

Correct AnswerverifiedShow Answer

Firing an employee whose performance reviews were all positive can result in a lawsuit.

Correct AnswerverifiedShow Answer

In rejecting a proposal you solicited,you should use the indirect approach and provide an explanation.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

A letter rejecting a job applicant should

Correct AnswerverifiedShow Answer

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Three methods for deemphasizing bad news...
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Begin with a buffer (a neutral statement...
View Answer

Correct Answer
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(1)Avoid a negative or uncertain conclus...
View Answer

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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(1)Will the bad news come as a shock to ...
View Answer

Correct Answer
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Not Answer
Explanation: In any negative ...
View Answer

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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