Question 1

Email is typically the most effective channel for communicating negative organizational news.

Accepted Answer

A) True 
 B)False

Question 2

Communication from management during the Sago mine tragedy was handled in a timely and effective manner.

Accepted Answer

A) True 
 B)False

Question 3

Delnisha,a customer service representative for the manufacturer of Marathon brand faucets,receives a large order from a small contractor.Which of the following is the BEST way for Delnisha to begin a message saying the company does not sell directly to end users?

Accepted Answer

A) This letter informs you that we unfortunately do not sell faucets directly to contractors. 
B) I have referred your order to a distributor near you. 
C) Thank you very much for your order.Unfortunately, we will not be able to fill it. 
D) Our patenting coating process makes Marathon faucets the contractor's choice. 
A) This letter informs you that we unfortunately do not sell faucets directly to contractors. 
B) I have referred your order to a distributor near you. 
C) Thank you very much for your order.Unfortunately, we will not be able to fill it. 
D) Our patenting coating process makes Marathon faucets the contractor's choice.

Question 4

Since the main message of a negative-news message is the bad news,more space should be devoted to the refusal than to the explanations for the refusal.

Accepted Answer

A) True 
 B)False

Question 5

Exceptions to the use of inductive approach for bad-news messages include

Accepted Answer

A) messages addressing a very small, insignificant matter. 
B) memos sent within the company. 
C) oral presentations. 
D) all of the above 
A) messages addressing a very small, insignificant matter. 
B) memos sent within the company. 
C) oral presentations. 
D) all of the above

Question 6

By placing bad news in the first paragraph,receiver support is more likely than when it is presented after giving reasons.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following is the BEST advice for using template documents that are available with word processing software?

Accepted Answer

A) Avoid their use altogether; they are worthless. 
B) Recognize their shortcomings, and use them cautiously. 
C) Use the deductive templates, but ignore the inductive and persuasive ones. 
D) Use them with confidence, as they were developed by experts. 
A) Avoid their use altogether; they are worthless. 
B) Recognize their shortcomings, and use them cautiously. 
C) Use the deductive templates, but ignore the inductive and persuasive ones. 
D) Use them with confidence, as they were developed by experts.

Question 8

The governor of West Virginia during the Sago mine tragedy told Sago managers and inspectors to share all the factual information,good or bad.

Accepted Answer

A) True 
 B)False

Question 9

"I have received and read your letter of April 12" is an effective neutral way to begin the first paragraph of a bad-news message.

Accepted Answer

A) True 
 B)False

Question 10

Using passive voice and complex sentences are effective ways to de-emphasize bad news.

Accepted Answer

A) True 
 B)False

Question 11

The best reason to give the receiver for a refusal is "company policy" because it requires no further explanation.

Accepted Answer

A) True 
 B)False

Question 12

An effective counterproposal

Accepted Answer

A) can eliminate the need to state the refusal directly. 
B) may represent a tangible benefit to the reader. 
C) may not always be possible. 
D) All of the above. 
A) can eliminate the need to state the refusal directly. 
B) may represent a tangible benefit to the reader. 
C) may not always be possible. 
D) All of the above.

Question 13

When writing a message offering constructive criticism,one's primary consideration should be

Accepted Answer

A) identifying who made the error. 
B) offering input that could benefit many. 
C) getting even for the mistake that was made. 
D) none of the above. 
A) identifying who made the error. 
B) offering input that could benefit many. 
C) getting even for the mistake that was made. 
D) none of the above.

Question 14

Which of the following is NOT required by the Fair Credit Reporting Act for a credit bureau that supplies information to companies that grant credit?

Accepted Answer

A) The credit bureau must, upon request, supply a free credit report to consumers who have been denied credit. 
B) A credit bureau must investigate consumer credit information that the consumer deems to be inaccurate. 
C) If requested by the consumer, the credit bureau must avoid sending credit information about the consumer for unsolicited credit and insurance offers. 
D) All of the above are required. 
A) The credit bureau must, upon request, supply a free credit report to consumers who have been denied credit. 
B) A credit bureau must investigate consumer credit information that the consumer deems to be inaccurate. 
C) If requested by the consumer, the credit bureau must avoid sending credit information about the consumer for unsolicited credit and insurance offers. 
D) All of the above are required.

Question 15

You have just completed a week-long stay at a hotel/resort that hosted your company's national sales meeting.You were dissatisfied overall with the hotel's service and would like to send a message to the management of the hotel.How would the hotel benefit from your constructive criticism? What tone should the message have?

Accepted Answer

Any company dealing directly with custom

Question 16

Which sentence is a good example of a buffer for a bad news message?

Accepted Answer

A) Your letter dated April 14 has been referred to me for reply. 
B) I can understand how you felt when you had to pay $168. 
C) Your credit application was reviewed by two loan officers. 
D) Your claim has been denied, but let us explain why. 
A) Your letter dated April 14 has been referred to me for reply. 
B) I can understand how you felt when you had to pay $168. 
C) Your credit application was reviewed by two loan officers. 
D) Your claim has been denied, but let us explain why.

Question 17

An Internet user may at times want to conduct transactions anonymously.List and explain three methods for preserving your anonymity in cyberspace.

Accepted Answer

•Anonymous remailers send mail through r

Question 18

Delivering constructive criticism can be beneficial by alerting management that changes need to be made.

Accepted Answer

A) True 
 B)False

Question 19

What is the correct order for the inductive writing sequence?

Accepted Answer

A) Buffer, reasons, bad news, counterproposal, and desire to continue the relationship 
B) Reasons, neutral idea, bad news, and desire to continue the relationship 
C) Bad news, reasons, counterproposal, and desire to continue the relationship 
D) Buffer, bad news, reasons, counterproposal, and desire to continue the relationship 
A) Buffer, reasons, bad news, counterproposal, and desire to continue the relationship 
B) Reasons, neutral idea, bad news, and desire to continue the relationship 
C) Bad news, reasons, counterproposal, and desire to continue the relationship 
D) Buffer, bad news, reasons, counterproposal, and desire to continue the relationship

Question 20

Total anonymity in cyberspace would enable people to violate the laws of libel,defamation,and copyright without prosecution.

Accepted Answer

A) True 
 B)False

Email is typically the most effective channel for communicating negative organizational news.

Communication from management during the Sago mine tragedy was handled in a timely and effective manner.

Delnisha,a customer service representative for the manufacturer of Marathon brand faucets,receives a large order from a small contractor.Which of the following is the BEST way for Delnisha to begin a message saying the company does not sell directly to end users?

Since the main message of a negative-news message is the bad news,more space should be devoted to the refusal than to the explanations for the refusal.

Exceptions to the use of inductive approach for bad-news messages include

By placing bad news in the first paragraph,receiver support is more likely than when it is presented after giving reasons.

Which of the following is the BEST advice for using template documents that are available with word processing software?

The governor of West Virginia during the Sago mine tragedy told Sago managers and inspectors to share all the factual information,good or bad.

"I have received and read your letter of April 12" is an effective neutral way to begin the first paragraph of a bad-news message.

Using passive voice and complex sentences are effective ways to de-emphasize bad news.

The best reason to give the receiver for a refusal is "company policy" because it requires no further explanation.

An effective counterproposal

When writing a message offering constructive criticism,one's primary consideration should be

Which of the following is NOT required by the Fair Credit Reporting Act for a credit bureau that supplies information to companies that grant credit?

Which sentence is a good example of a buffer for a bad news message?

An Internet user may at times want to conduct transactions anonymously.List and explain three methods for preserving your anonymity in cyberspace.

Delivering constructive criticism can be beneficial by alerting management that changes need to be made.

What is the correct order for the inductive writing sequence?

Total anonymity in cyberspace would enable people to violate the laws of libel,defamation,and copyright without prosecution.

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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Exam 7: Delivering Bad-News Messages

Email is typically the most effective channel for communicating negative organizational news.

Communication from management during the Sago mine tragedy was handled in a timely and effective manner.

Delnisha,a customer service representative for the manufacturer of Marathon brand faucets,receives a large order from a small contractor.Which of the following is the BEST way for Delnisha to begin a message saying the company does not sell directly to end users?

Since the main message of a negative-news message is the bad news,more space should be devoted to the refusal than to the explanations for the refusal.

Exceptions to the use of inductive approach for bad-news messages include

By placing bad news in the first paragraph,receiver support is more likely than when it is presented after giving reasons.

Which of the following is the BEST advice for using template documents that are available with word processing software?

The governor of West Virginia during the Sago mine tragedy told Sago managers and inspectors to share all the factual information,good or bad.

"I have received and read your letter of April 12" is an effective neutral way to begin the first paragraph of a bad-news message.

Using passive voice and complex sentences are effective ways to de-emphasize bad news.

The best reason to give the receiver for a refusal is "company policy" because it requires no further explanation.

An effective counterproposal

When writing a message offering constructive criticism,one's primary consideration should be

Which of the following is NOT required by the Fair Credit Reporting Act for a credit bureau that supplies information to companies that grant credit?

Which sentence is a good example of a buffer for a bad news message?

An Internet user may at times want to conduct transactions anonymously.List and explain three methods for preserving your anonymity in cyberspace.

Delivering constructive criticism can be beneficial by alerting management that changes need to be made.

What is the correct order for the inductive writing sequence?

Total anonymity in cyberspace would enable people to violate the laws of libel,defamation,and copyright without prosecution.

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

Filters