Question 1

Your employer asked you to compose a message to be sent to all job applicants who were not selected for sales representative position.You should

Accepted Answer

A) tell the applicant at the beginning that another candidate was chosen. 
B) ask the applicant to consider why he or she was not selected. 
C) place the "not selected" message in the dependent clause of a complex sentence describing the stiff competition for this job. 
D) imply that someone else has been selected for the position, thus avoiding the uncomfortable job of rejecting someone. 
A) tell the applicant at the beginning that another candidate was chosen. 
B) ask the applicant to consider why he or she was not selected. 
C) place the "not selected" message in the dependent clause of a complex sentence describing the stiff competition for this job. 
D) imply that someone else has been selected for the position, thus avoiding the uncomfortable job of rejecting someone.

Question 2

Messages denying credit are different from other types of bad-news messages in that they

Accepted Answer

A) are subject to more legal issues. 
B) do not need to maintain the goodwill of the recipient. 
C) do not have to include reasons for refusal. 
D) use the deductive pattern of organization. 
A) are subject to more legal issues. 
B) do not need to maintain the goodwill of the recipient. 
C) do not have to include reasons for refusal. 
D) use the deductive pattern of organization.

Question 3

When communicating negative organizational news,it is advisable to tone down the news to minimize its severity.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following is NOT an advisable guideline for organizations that want to develop an effective crisis communication plan?

Accepted Answer

A) Control the flow of information from the command center. 
B) Designate at least two official spokespersons. 
C) Post immediate communication and responses on the corporate website. 
D) Convey factual information regardless of how negative the news. 
A) Control the flow of information from the command center. 
B) Designate at least two official spokespersons. 
C) Post immediate communication and responses on the corporate website. 
D) Convey factual information regardless of how negative the news.

Question 5

In some circumstances,placing a refusal in the first sentence is justified.

Accepted Answer

A) True 
 B)False

Question 6

Melody is responding negatively to a request for a claim.Which of the following would she NOT do in composing her message to the customer?

Accepted Answer

A) Begin the message with a neutral, dependent clause, followed by a statement implying the refusal. 
B) Include sales promotional and resale material in the last paragraph. 
C) Offer an alternative service as a gesture of goodwill. 
D) Present the reasoning behind her decision without using emotional wording. 
A) Begin the message with a neutral, dependent clause, followed by a statement implying the refusal. 
B) Include sales promotional and resale material in the last paragraph. 
C) Offer an alternative service as a gesture of goodwill. 
D) Present the reasoning behind her decision without using emotional wording.

Question 7

Improving on Constructive Criticism
A new medical assistant,Janelle,was hired at an outpatient medical center.Her supervisor found an error she made on a patient's record and sent Janelle the following email.Edit the email so that it is a good example of constructive criticism.
"I just want you to know how angry I am to find an error you made on Mr.Smith's record yesterday.How careless can you be about such an important thing? There is absolutely no room for carelessness in this job because people's lives depend on us! I've fixed the error,but if this ever happens again,you may loose your job."

Accepted Answer

1.Start the message with a buffer that f

Question 8

In some circumstances,sharing bad news via email rather than face-to-face is justified.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following is FALSE concerning the communication of negative news within an organization?

Accepted Answer

A) Employee morale, like customer goodwill, is fragile and easily damaged. 
B) Sensitive handling of bad news related to the organization can help build unity and trust. 
C) Delivering bad news as soon as possible minimizes damage resulting from rumors and shows respect for employees. 
D) The most effective approach is to use one strong communication method for communicating with employees. 
A) Employee morale, like customer goodwill, is fragile and easily damaged. 
B) Sensitive handling of bad news related to the organization can help build unity and trust. 
C) Delivering bad news as soon as possible minimizes damage resulting from rumors and shows respect for employees. 
D) The most effective approach is to use one strong communication method for communicating with employees.

Question 10

Although communicating negative organizational news can be challenging,such messages can have a positive effect in

Accepted Answer

A) showing management's display of respect for employees. 
B) providing an opportunity for management to build unity and trust. 
C) allowing employees to pose questions to management. 
D) All of the above. 
A) showing management's display of respect for employees. 
B) providing an opportunity for management to build unity and trust. 
C) allowing employees to pose questions to management. 
D) All of the above.

Question 11

An effective opening for a bad-news message

Accepted Answer

A) notes the date of the message being answered. 
B) expresses gratitude for the time the receiver took to write. 
C) provides an immediate answer to the receiver's request. 
D) makes a neutral comment related to the main idea. 
A) notes the date of the message being answered. 
B) expresses gratitude for the time the receiver took to write. 
C) provides an immediate answer to the receiver's request. 
D) makes a neutral comment related to the main idea.

Question 12

"We apologize for any inconvenience we may have caused you" is a recommended way to close a refusal letter.

Accepted Answer

A) True 
 B)False

Question 13

Providing an alternative or counterproposal to a refusal for a request should be avoided since it would only heighten audience frustration over the bad news.

Accepted Answer

A) True 
 B)False

Question 14

You must deny a request for credit to an applicant who does not meet your company's requirements.Using a sentence such as "You are encouraged to make cash purchases" illustrates a

Accepted Answer

A) counterproposal. 
B) bait and switch technique. 
C) confirmation of priorities. 
D) consideration of eligibility. 
A) counterproposal. 
B) bait and switch technique. 
C) confirmation of priorities. 
D) consideration of eligibility.

Question 15

Communicating constructive criticism about service received can be thought of as an ethical responsibility.

Accepted Answer

A) True 
 B)False

Question 16

The Fair Credit Reporting Act gives consumers specific rights and protections when they apply for and are denied credit.

Accepted Answer

A) True 
 B)False

Question 17

In the Sago mine tragedy,a serious inaccuracy that 12 trapped miners were still alive was widely publicized.Which of the following is the LEAST LIKELY reason for this miscommunication?

Accepted Answer

A) Reporters and editors got carried away by what seemed to be miraculous news that miners were alive when a survivor was found. 
B) Mine rescuers were wearing full-face oxygen masks when they used radios to report their findings. 
C) Mine officials met with the distraught families and decided to slowly reveal the devastating news. 
D) Newspapers, faced with deadline pressure, did not confirm the news before printing it. 
A) Reporters and editors got carried away by what seemed to be miraculous news that miners were alive when a survivor was found. 
B) Mine rescuers were wearing full-face oxygen masks when they used radios to report their findings. 
C) Mine officials met with the distraught families and decided to slowly reveal the devastating news. 
D) Newspapers, faced with deadline pressure, did not confirm the news before printing it.

Question 18

Because of the legal implications involved in refusing credit,you should avoid telling applicants the specific reason(s)why you must deny them credit.

Accepted Answer

A) True 
 B)False

Question 19

A company plans to downsize over the next year.Which of the following would be the BEST way to prepare employees for this negative announcement?

Accepted Answer

A) Send an email to employees the first day that employees are scheduled for layoff. 
B) Send a letter to laid off employees at their home address instructing them not to report for work to avoid emotional confrontations. 
C) Use the company's internal communications (newsletters and intranet) to make employees aware of the downsizing before it happens. 
D) Call a staff meeting at the end of the day on the Friday before layoffs begin to make the negative announcement. 
A) Send an email to employees the first day that employees are scheduled for layoff. 
B) Send a letter to laid off employees at their home address instructing them not to report for work to avoid emotional confrontations. 
C) Use the company's internal communications (newsletters and intranet) to make employees aware of the downsizing before it happens. 
D) Call a staff meeting at the end of the day on the Friday before layoffs begin to make the negative announcement.

Question 20

Which of the following is the BEST negative reply to a request for a favor?

Accepted Answer

A) Thank you for asking me to speak at your meeting, but I will not be able to attend. 
B) Because I have a previous engagement in Phoenix, I cannot demonstrate my machine at your conference. 
C) Although I have multiple obligations for the date you suggested, I fully support your effort to raise funds for the homeless. 
D) I find my schedule is as impossible as ever; I must be doing something wrong with my priorities. 
A) Thank you for asking me to speak at your meeting, but I will not be able to attend. 
B) Because I have a previous engagement in Phoenix, I cannot demonstrate my machine at your conference. 
C) Although I have multiple obligations for the date you suggested, I fully support your effort to raise funds for the homeless. 
D) I find my schedule is as impossible as ever; I must be doing something wrong with my priorities.

Your employer asked you to compose a message to be sent to all job applicants who were not selected for sales representative position.You should

Messages denying credit are different from other types of bad-news messages in that they

When communicating negative organizational news,it is advisable to tone down the news to minimize its severity.

Which of the following is NOT an advisable guideline for organizations that want to develop an effective crisis communication plan?

In some circumstances,placing a refusal in the first sentence is justified.

Melody is responding negatively to a request for a claim.Which of the following would she NOT do in composing her message to the customer?

In some circumstances,sharing bad news via email rather than face-to-face is justified.

Which of the following is FALSE concerning the communication of negative news within an organization?

Although communicating negative organizational news can be challenging,such messages can have a positive effect in

An effective opening for a bad-news message

"We apologize for any inconvenience we may have caused you" is a recommended way to close a refusal letter.

Providing an alternative or counterproposal to a refusal for a request should be avoided since it would only heighten audience frustration over the bad news.

You must deny a request for credit to an applicant who does not meet your company's requirements.Using a sentence such as "You are encouraged to make cash purchases" illustrates a

Communicating constructive criticism about service received can be thought of as an ethical responsibility.

The Fair Credit Reporting Act gives consumers specific rights and protections when they apply for and are denied credit.

In the Sago mine tragedy,a serious inaccuracy that 12 trapped miners were still alive was widely publicized.Which of the following is the LEAST LIKELY reason for this miscommunication?

Because of the legal implications involved in refusing credit,you should avoid telling applicants the specific reason(s)why you must deny them credit.

A company plans to downsize over the next year.Which of the following would be the BEST way to prepare employees for this negative announcement?

Which of the following is the BEST negative reply to a request for a favor?

Establishing a Framework for Business Communication

Focusing on Interpersonal and Group Communication

Planning Spoken and Written Messages

Preparing Spoken and Written Messages

Communicating Electronically

Delivering Good and Neutral News Messages

Delivering Persuasive Messages

Understanding the Report Process and Research Methods

Managing Data and Using Graphics

Organizing and Preparing Reports and Proposals

Designing and Delivering Business Presentations

Preparing Résumés and Application Letters

Interviewing for a Job and Preparing Employment Messages

Document Format and Layout Guide

Referencing Styles

Language Review and Exercises

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Exam 7: Delivering Bad-News Messages

Your employer asked you to compose a message to be sent to all job applicants who were not selected for sales representative position.You should

Messages denying credit are different from other types of bad-news messages in that they

When communicating negative organizational news,it is advisable to tone down the news to minimize its severity.

Which of the following is NOT an advisable guideline for organizations that want to develop an effective crisis communication plan?

In some circumstances,placing a refusal in the first sentence is justified.

Melody is responding negatively to a request for a claim.Which of the following would she NOT do in composing her message to the customer?

In some circumstances,sharing bad news via email rather than face-to-face is justified.

Which of the following is FALSE concerning the communication of negative news within an organization?

Although communicating negative organizational news can be challenging,such messages can have a positive effect in

An effective opening for a bad-news message

"We apologize for any inconvenience we may have caused you" is a recommended way to close a refusal letter.

Providing an alternative or counterproposal to a refusal for a request should be avoided since it would only heighten audience frustration over the bad news.

You must deny a request for credit to an applicant who does not meet your company's requirements.Using a sentence such as "You are encouraged to make cash purchases" illustrates a

Communicating constructive criticism about service received can be thought of as an ethical responsibility.

The Fair Credit Reporting Act gives consumers specific rights and protections when they apply for and are denied credit.

In the Sago mine tragedy,a serious inaccuracy that 12 trapped miners were still alive was widely publicized.Which of the following is the LEAST LIKELY reason for this miscommunication?

Because of the legal implications involved in refusing credit,you should avoid telling applicants the specific reason(s)why you must deny them credit.

A company plans to downsize over the next year.Which of the following would be the BEST way to prepare employees for this negative announcement?

Which of the following is the BEST negative reply to a request for a favor?

Establishing a Framework for Business Communication

Focusing on Interpersonal and Group Communication

Planning Spoken and Written Messages

Preparing Spoken and Written Messages

Communicating Electronically

Delivering Good and Neutral News Messages

Delivering Persuasive Messages

Understanding the Report Process and Research Methods

Managing Data and Using Graphics

Organizing and Preparing Reports and Proposals

Designing and Delivering Business Presentations

Preparing Résumés and Application Letters

Interviewing for a Job and Preparing Employment Messages

Document Format and Layout Guide

Referencing Styles

Language Review and Exercises

Extension Course Posttest

Extension Course Pretest

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