Question 1

The main purpose of a(n) ________ review is to improve employee performance.

Accepted Answer

performance

Question 2

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

Accepted Answer

A) True 
 B)False  True

Question 3

The buffer of a negative message

Accepted Answer

A)  is a form of apology. 
B)  should be neutral and noncontroversial. 
C)  should be very vague about the subject of the message. 
D)  implicitly says no. 
A)  is a form of apology. 
B)  should be neutral and noncontroversial. 
C)  should be very vague about the subject of the message. 
D)  implicitly says no. B

Question 4

In the ________ approach for negative messages, the bad news comes after the reasons supporting the decision.

Accepted Answer

The answer of In the ________ approach for negative messages,...

Question 5

In closing negative messages, it is always best to encourage additional communication.

Accepted Answer

A) True 
 B)False

Question 6

In the close to a negative message, you should repeat the bad news.

Accepted Answer

A) True 
 B)False

Question 7

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 8

A crisis management plan

Accepted Answer

A)  is not helpful for small to mid-sized organizations. 
B)  defines operational procedures to deal with a crisis. 
C)  should avoid limitations on who is authorized to speak to the media. 
D)  does all of the above. 
A)  is not helpful for small to mid-sized organizations. 
B)  defines operational procedures to deal with a crisis. 
C)  should avoid limitations on who is authorized to speak to the media. 
D)  does all of the above.

Question 9

When writing negative messages, you should begin with a buffer to make the reader think that good news will follow.

Accepted Answer

A) True 
 B)False

Question 10

Customers who make a claim or request an adjustment tend to be ________ involved; therefore, the indirect method is usually best for refusals.

Accepted Answer

The answer of Customers who make a claim or request...

Question 11

When writing an employment termination letter, you should

Accepted Answer

A)  clearly present the reasons for the action. 
B)  not get too caught up in trying to preserve a good relationship with the employee. 
C)  make clear to the employee that you have carefully researched relevant employment laws. 
D)  include words that are open to interpretation, such as difficult and untidy. 
A)  clearly present the reasons for the action. 
B)  not get too caught up in trying to preserve a good relationship with the employee. 
C)  make clear to the employee that you have carefully researched relevant employment laws. 
D)  include words that are open to interpretation, such as difficult and untidy.

Question 12

The direct approach is always best when denying a request for information.

Accepted Answer

A) True 
 B)False

Question 13

Using a buffer to begin a negative message is generally manipulative and unethical.

Accepted Answer

A) True 
 B)False

Question 14

You can deemphasize bad news by minimizing the space or time devoted to it.

Accepted Answer

A) True 
 B)False

Question 15

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

Accepted Answer

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

Question 16

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

Accepted Answer

A)  Again, we are very sorry that we cannot offer you a position at this time. 
B)  We hope that despite this rejection you will continue to frequent our establishments. 
C)  I wish you the best in your job search. I am confident you will find a match for your skills and interests. 
D)  If you have any questions about our decision, don't hesitate to call. 
A)  Again, we are very sorry that we cannot offer you a position at this time. 
B)  We hope that despite this rejection you will continue to frequent our establishments. 
C)  I wish you the best in your job search. I am confident you will find a match for your skills and interests. 
D)  If you have any questions about our decision, don't hesitate to call.

Question 17

Which of the following is a negative phrasing?

Accepted Answer

A)  We recognize that you have cash flow problems. 
B)  Thank you for informing us about your attempt to make a payment. 
C)  You are late on your payment. 
D)  Please confirm that your payment will be late. 
A)  We recognize that you have cash flow problems. 
B)  Thank you for informing us about your attempt to make a payment. 
C)  You are late on your payment. 
D)  Please confirm that your payment will be late.

Question 18

The close of a negative message should end with a statement such as We hope you will continue to do business with us.

Accepted Answer

A) True 
 B)False

Question 19

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

Accepted Answer

A) True 
 B)False

Question 20

When the bad news appears to be a logical outcome of the reasons that precede it, the reader is more prepared to accept it.

Accepted Answer

A) True 
 B)False

Exam 9: Writing Negative Messages

The main purpose of a(n) ________ review is to improve employee performance.

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

The buffer of a negative message

In the ________ approach for negative messages, the bad news comes after the reasons supporting the decision.

In closing negative messages, it is always best to encourage additional communication.

In the close to a negative message, you should repeat the bad news.

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

A crisis management plan

When writing negative messages, you should begin with a buffer to make the reader think that good news will follow.

Customers who make a claim or request an adjustment tend to be ________ involved; therefore, the indirect method is usually best for refusals.

When writing an employment termination letter, you should

The direct approach is always best when denying a request for information.

Using a buffer to begin a negative message is generally manipulative and unethical.

You can deemphasize bad news by minimizing the space or time devoted to it.

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

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

Which of the following is a negative phrasing?

The close of a negative message should end with a statement such as We hope you will continue to do business with us.

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

When the bad news appears to be a logical outcome of the reasons that precede it, the reader is more prepared to accept it.

Achieving Success Through Effective Business Communication

Mastering Interpersonal Communication

Communicating in a World of Diversity

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

Writing Routine and Positive Messages

Writing Persuasive Messages

Finding, Evaluating, and Processing Information

Designing Visual Communication

Planning Reports and Proposals

Writing Reports and Proposals

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

Format and Layout of Business Documents

Documentation of Report Sources

Correction Symbols

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