Question 1

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

Accepted Answer

A) True 
 B)False

Question 2

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 3

During the process of composing a negative message, you should try to

Accepted Answer

A) choose a buffer that will distract your reader. 
B) gain the reader's acceptance of the bad news. 
C) leave the reader with hope that you will change your decision. 
D) avoid stating the bad news. 
A) choose a buffer that will distract your reader. 
B) gain the reader's acceptance of the bad news. 
C) leave the reader with hope that you will change your decision. 
D) avoid stating the bad news.

Question 4

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

Accepted Answer

A) True 
 B)False

Question 5

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. 
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.

Question 6

When rejecting a job applicant, it is best to explain specifically why that individual was not selected.

Accepted Answer

A) True 
 B)False

Question 7

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

Question 8

For particularly difficult situations, it is best to place the buffer at the end of the negative message.

Accepted Answer

A) True 
 B)False

Question 9

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

Accepted Answer

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

Question 10

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

Accepted Answer

The opening should start with a clear st

Question 11

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 in your job search. I am confident you will find a match for your skills and interests. 
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 in your job search. I am confident you will find a match for your skills and interests.

Question 12

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

Accepted Answer

direct
Explanation:The key to the direct

Question 13

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. 
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.

Question 14

One way to deemphasize bad news is to embed it in the middle of a(n)________.

Accepted Answer

paragraph
Explanation:Embedding negative

Question 15

Refusing a request to write a recommendation letter generally calls for using the indirect approach and a great deal of diplomacy.

Accepted Answer

A) True 
 B)False

Question 16

When using the indirect approach for a negative message, begin with a(n)________ that softens the blow of the bad news.

Accepted Answer

buffer
Explanation:The indirec

Question 17

What are your five main goals when delivering bad news?

Accepted Answer

In any negative message, your main goals

Question 18

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. 
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.

Question 19

If you must deliver bad news, ask ________ to help you choose the direct or indirect approach for delivering the message.

Accepted Answer

A) Will the reader be shocked by the news? 
B) How important is the news to the reader? 
C) Does the reader prefer, short direct messages? 
D) Ask all of the above. 
A) Will the reader be shocked by the news? 
B) How important is the news to the reader? 
C) Does the reader prefer, short direct messages? 
D) Ask all of the above.

Question 20

As a member of an online social network, the recommendations you write

Accepted Answer

A) must include extensive detailed information. 
B) cannot be seen by the other network members. 
C) become part of your online brand. 
D) don't affect your online profile. 
A) must include extensive detailed information. 
B) cannot be seen by the other network members. 
C) become part of your online brand. 
D) don't affect your online profile.

Exam 11: Writing Negative Messages

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

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

During the process of composing a negative message, you should try to

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

To avoid being accused of defamation, you should

When rejecting a job applicant, it is best to explain specifically why that individual was not selected.

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

For particularly difficult situations, it is best to place the buffer at the end of the negative message.

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

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

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

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

One important goal of a buffer is to

One way to deemphasize bad news is to embed it in the middle of a(n)________.

Refusing a request to write a recommendation letter generally calls for using the indirect approach and a great deal of diplomacy.

When using the indirect approach for a negative message, begin with a(n)________ that softens the blow of the bad news.

What are your five main goals when delivering bad news?

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

If you must deliver bad news, ask ________ to help you choose the direct or indirect approach for delivering the message.

As a member of an online social network, the recommendations you write

Achieving Success Through Effective Business Communication

Mastering Team Skills and Interpersonal Communication

Communicating in a World of Diversity

Planning Business Messages

Writing Business Messages

Completing Business Messages

Electronic Media

Social Media

Visual Media

Writing Routine and Positive Messages

Writing Persuasive Messages

Finding, Evaluating, and Processing Information

Planning Reports and Proposals

Writing and Completing Reports and Proposals

Developing Oral and Online Presentations

Enhancing Presentations with Slides and Other Visuals

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Handbook of Grammar, Mechanics, and Usage

Format and Layout of Business Documents

Documentation of Report Sources

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