Question 1

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

Accepted Answer

Begin with a buffer (a neutral statement...

Question 2

When you need to maintain a close working relationship with someone to whom you are sending a negative message,you should generally

Accepted Answer

A)  assume they will handle the news professionally.
B)  analyze the situation carefully.
C)  have someone else deliver the message.
D)  combine the direct and indirect approaches.
E)  delay the message as long as possible.

Question 3

When responding to social networking recommendation requests,a single sentence that focuses on one positive aspect is often all that is necessary.

Accepted Answer

A) True 
 B)False

Question 4

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)  shift the blame to the reader or a third party.

Question 5

Rewrite the following negative message using positive words rather than negative ones: "Since you failed to send payment,we cannot ship your order."

Accepted Answer

By sending payment p...

Question 6

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

Accepted Answer

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

Question 7

When preparing to respond to negative messages,it is important to consider

Accepted Answer

A)  how to combat the negative information.
B)  the source,tone and content.
C)  who the audience is.
D)  why the comment was made.
E)  legal ramifications of the comment.

Question 8

According to the indirect approach for delivering bad news,you should place the negative news

Accepted Answer

A)  immediately after the buffer.
B)  immediately before the reasons.
C)  immediately after the reasons.
D)  at the very end.
E)  in the opening paragraph.

Question 9

To avoid being accused of defamation,you should

Accepted Answer

A)  refuse to communicate with unhappy clients.
B)  make it clear to disgruntled customers that you refuse to be intimidated.
C)  avoid any kind of behavior that could be considered abusive.
D)  frequently refer to company policy.
E)  frequently use hedge words such as "company policy" and "appears".

Question 10

When you must deliver negative messages in the workplace,strive to maintain high standards of ethics and etiquette because

Accepted Answer

A)  laws and regulations dictate content and delivery of many business messages.
B)  negative messages have minimal impact on the lives of those who receive them.
C)  negative messages limit emotional content for both senders and receivers.
D)  it is easy to determine the emotional state of the receiver.
E)  there are no laws to regulate negative messages,so the writer must establish their own level of ethics.

Question 11

What are the two benefits of stating the bad news at the beginning of a negative message?

Accepted Answer

Stating the bad news at the be...

Question 12

Encouraging additional communication in the close of a negative message

Accepted Answer

A)  is expected,even if you really don't want 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 audiences.
D)  should be done only if you direct the audience to contact someone else.
E)  isn't a good idea,no matter what the circumstances may be.

Question 13

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 14

Provide at least five guidelines to observe when making negative organizational announcements.

Accepted Answer

(1)Match your approach to the situation-...

Question 15

In most cases,withholding or delaying negative information in the workplace

Accepted Answer

A)  can help your audience accept it.
B)  will increase your credibility.
C)  may be unethical or illegal.
D)  will allow the situation to resolve itself.
E)  can forestall legal action.

Question 16

Which one of the following is not an essential element of writing termination messages in the workplace?

Accepted Answer

A)  careful planning
B)  sensitive writing
C)  complete documentation
D)  personal allegations
E)  emotional ramifications

Question 17

Consider the following statement: "Our profits,which have been disappointing,are only part of the total picture." This statement uses a ________ to deliver negative news.

Accepted Answer

A)  mixed metaphor
B)  parenthetical expression
C)  deflective reference
D)  contingent modifier
E)  conditional statement

Question 18

Define and discuss performance reviews.

Accepted Answer

Performance reviews clarify job requirem...

Question 19

To avoid a negative surprise during a performance evaluation,managers should

Accepted Answer

A)  keep a list of examples of poor performance.
B)  let the employee know ahead of time the review is coming.
C)  limit the use of status updates.
D)  allow peers to provide input on the performance review.
E)  provide regular feedback and coaching throughout the year.

Question 20

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

Accepted Answer

A)  expressing appreciation for his or her application.
B)  mentioning the qualifications of the person who was hired.
C)  praising competitive applicants.
D)  apologizing for wasting the person's time.
E)  implying future consideration.

Exam 9: Writing Negative Messages

When preparing to respond to negative messages,it is important to consider

Correct AnswerverifiedShow Answer

To avoid being accused of defamation,you should

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

When responding to social networking recommendation requests,a single sentence that focuses on one positive aspect is often all that is necessary.

Correct AnswerverifiedShow Answer

When you need to maintain a close working relationship with someone to whom you are sending a negative message,you should generally

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Rewrite the following negative message using positive words rather than negative ones: "Since you failed to send payment,we cannot ship your order."

Correct AnswerverifiedBy sending payment p...View AnswerShow Answer

Provide at least five guidelines to observe when making negative organizational announcements.

Correct Answerverified(1)Match your approach to the situation-...View AnswerShow Answer

When you must deliver negative messages in the workplace,strive to maintain high standards of ethics and etiquette because

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

In most cases,withholding or delaying negative information in the workplace

Correct AnswerverifiedShow Answer

Define and discuss performance reviews.

Correct AnswerverifiedPerformance reviews clarify job requirem...View AnswerShow Answer

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

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

According to the indirect approach for delivering bad news,you should place the negative news

Correct AnswerverifiedShow Answer

Consider the following statement: "Our profits,which have been disappointing,are only part of the total picture." This statement uses a ________ to deliver negative news.

Correct AnswerverifiedShow Answer

What are the two benefits of stating the bad news at the beginning of a negative message?

Correct AnswerverifiedStating the bad news at the be...View AnswerShow Answer

To avoid a negative surprise during a performance evaluation,managers should

Correct AnswerverifiedShow Answer

Encouraging additional communication in the close of a negative message

Correct AnswerverifiedShow Answer

One important goal of a buffer is to

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Which one of the following is not an essential element of writing termination messages in the workplace?

Correct AnswerverifiedShow Answer

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By sending payment p...
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(1)Match your approach to the situation-...
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Correct Answer
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Begin with a buffer (a neutral statement...
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Performance reviews clarify job requirem...
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(1)Avoid a negative or uncertain conclus...
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Correct Answer
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Stating the bad news at the be...
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Correct Answer
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