Question 1

Which of the following is a goal you should have in mind when sending out a message communicating bad news about transactions to a customer?

Accepted Answer

A) limit your responsibility 
B) repair the business relationship 
C) sell an alternative product or service 
D) limit further communication on the matter 
E) obscure and disguise the bad news 
A) limit your responsibility 
B) repair the business relationship 
C) sell an alternative product or service 
D) limit further communication on the matter 
E) obscure and disguise the bad news

Question 2

When rejecting job applications,you should avoid explaining why an applicant was rejected or why other applicants were chosen instead.

Accepted Answer

A) True 
 B)False

Question 3

When rejecting job applications,you should ________.

Accepted Answer

A) avoid explaining why an applicant was rejected 
B) avoid making the email personal by using the recipient's name 
C) open with a clear statement of the news 
D) use the active voice to convey the news 
E) state that the application will be reviewed at a later date 
A) avoid explaining why an applicant was rejected 
B) avoid making the email personal by using the recipient's name 
C) open with a clear statement of the news 
D) use the active voice to convey the news 
E) state that the application will be reviewed at a later date

Question 4

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

Accepted Answer

A) Try to put the bad news as the main clause of a compound or complex sentence. 
B) Avoid putting the bad news in parenthetical expressions. 
C) Emphasize what you can do or have done rather than what you cannot do. 
D) Put the bad news in the beginning or end of a paragraph. 
E) Don't use a conditional statement to imply that a favorable answer may be possible in the future. 
A) Try to put the bad news as the main clause of a compound or complex sentence. 
B) Avoid putting the bad news in parenthetical expressions. 
C) Emphasize what you can do or have done rather than what you cannot do. 
D) Put the bad news in the beginning or end of a paragraph. 
E) Don't use a conditional statement to imply that a favorable answer may be possible in the future.

Question 5

When you need to reject a proposal you solicited,you owe the sender an explanation.In such cases,the indirect approach is better than the direct approach because the news will be unexpected.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

Accepted Answer

A) Put the bad news as the main clause of a compound or complex sentence. 
B) Avoid putting the bad news in parenthetical expressions. 
C) Maximize the space or time devoted to the bad news. 
D) Put the bad news in the beginning or end of a paragraph. 
E) Deemphasize the bad news. 
A) Put the bad news as the main clause of a compound or complex sentence. 
B) Avoid putting the bad news in parenthetical expressions. 
C) Maximize the space or time devoted to the bad news. 
D) Put the bad news in the beginning or end of a paragraph. 
E) Deemphasize the bad news.

Question 7

Which of the following is a guideline for avoiding accusations of defamation?

Accepted Answer

A) Provide accurate information and stick to the facts. 
B) Maintain a personal and intimate tone to build rapport. 
C) Apologize sincerely for the negative answer. 
D) Don't offer alternative solutions as that is unethical. 
E) Open with a clear statement of the news. 
A) Provide accurate information and stick to the facts. 
B) Maintain a personal and intimate tone to build rapport. 
C) Apologize sincerely for the negative answer. 
D) Don't offer alternative solutions as that is unethical. 
E) Open with a clear statement of the news.

Question 8

Termination messages should always be written with input from the company's legal staff.

Accepted Answer

A) True 
 B)False

Question 9

The direct approach to organize negative news messages should be used when ________.

Accepted Answer

A) the reader has ignored repeated messages 
B) the reader has an emotional investment in the situation 
C) the blow of the negative news is to be softened 
D) a close working relationship with the reader is to be maintained 
E) the bad news will come as a shock to the reader 
A) the reader has ignored repeated messages 
B) the reader has an emotional investment in the situation 
C) the blow of the negative news is to be softened 
D) a close working relationship with the reader is to be maintained 
E) the bad news will come as a shock to the reader

Question 10

While writing negative messages using the direct approach,it is essential to provide additional explanation when the reasons for the news are confidential and excessively complicated.

Accepted Answer

A) True 
 B)False

Question 11

A written,false statement that damages someone's reputation is called ________.

Accepted Answer

A) calumny 
B) slander 
C) justification 
D) libel 
E) persiflage 
A) calumny 
B) slander 
C) justification 
D) libel 
E) persiflage

Question 12

When developing negative organizational news,the affected group should be given as less time as possible to respond to avoid legal complications.

Accepted Answer

A) True 
 B)False

Question 13

When conveying negative organizational news,you should ________.

Accepted Answer

A) utilize the element of surprise to buy time to prepare a response 
B) use face-to-face communication, not electronic communication 
C) ideally use the direct approach 
D) close with a clear expression of optimism 
E) consider the unique needs of every group that is affected 
A) utilize the element of surprise to buy time to prepare a response 
B) use face-to-face communication, not electronic communication 
C) ideally use the direct approach 
D) close with a clear expression of optimism 
E) consider the unique needs of every group that is affected

Question 14

Which of the following is a guideline for closing a negative message organized using the indirect approach?

Accepted Answer

A) Avoid a certain conclusion. 
B) Encourage additional communication or discussion. 
C) Act as though the negative news never happened. 
D) Avoid clichés that are insincere in view of the bad news. 
E) Always express optimism. 
A) Avoid a certain conclusion. 
B) Encourage additional communication or discussion. 
C) Act as though the negative news never happened. 
D) Avoid clichés that are insincere in view of the bad news. 
E) Always express optimism.

Question 15

The direct approach to organize negative news messages should be used when ________.

Accepted Answer

A) the blow of the negative news is to be softened 
B) the reader has an emotional investment in the situation 
C) the situation is routine or minor 
D) a need to maintain a close working relationship with the reader arises 
E) the news is expected to come as a shock to the reader 
A) the blow of the negative news is to be softened 
B) the reader has an emotional investment in the situation 
C) the situation is routine or minor 
D) a need to maintain a close working relationship with the reader arises 
E) the news is expected to come as a shock to the reader

Question 16

Which of the following is true about refusing claims and requests for adjustment?

Accepted Answer

A) You should always accept responsibility for the negative answer. 
B) You must resist the temptation to call the other party dishonest or incompetent. 
C) You should clearly point out the customer's mistakes. 
D) The direct approach is usually the better choice for this purpose. 
E) You should always apologize for the bad news. 
A) You should always accept responsibility for the negative answer. 
B) You must resist the temptation to call the other party dishonest or incompetent. 
C) You should clearly point out the customer's mistakes. 
D) The direct approach is usually the better choice for this purpose. 
E) You should always apologize for the bad news.

Question 17

When refusing claims and requests for adjustments,the message should close on a respectful and action-oriented note.

Accepted Answer

A) True 
 B)False

Question 18

When rejecting job applications,you should ________.

Accepted Answer

A) clearly explain why an applicant was rejected or why others were chosen 
B) personalize the message by using the recipient's name 
C) open with a clear statement of the news 
D) use the active voice to convey the news 
E) state that the application will be reviewed at a later date 
A) clearly explain why an applicant was rejected or why others were chosen 
B) personalize the message by using the recipient's name 
C) open with a clear statement of the news 
D) use the active voice to convey the news 
E) state that the application will be reviewed at a later date

Question 19

Should you apologize when delivering bad news? Point out two types of negative messages where an apology should be considered and two types of negative messages where an apology need not be offered.What,would you say,is the rationale behind choosing either course of action in these examples?

Accepted Answer

The decision whether to apologize depend

Question 20

When communicating negative organizational news,multiple media should be used to reach out to affected audiences.

Accepted Answer

A) True 
 B)False

Which of the following is a goal you should have in mind when sending out a message communicating bad news about transactions to a customer?

When rejecting job applications,you should avoid explaining why an applicant was rejected or why other applicants were chosen instead.

When rejecting job applications,you should ________.

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

When you need to reject a proposal you solicited,you owe the sender an explanation.In such cases,the indirect approach is better than the direct approach because the news will be unexpected.

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

Which of the following is a guideline for avoiding accusations of defamation?

Termination messages should always be written with input from the company's legal staff.

The direct approach to organize negative news messages should be used when ________.

While writing negative messages using the direct approach,it is essential to provide additional explanation when the reasons for the news are confidential and excessively complicated.

A written,false statement that damages someone's reputation is called ________.

When developing negative organizational news,the affected group should be given as less time as possible to respond to avoid legal complications.

When conveying negative organizational news,you should ________.

Which of the following is a guideline for closing a negative message organized using the indirect approach?

The direct approach to organize negative news messages should be used when ________.

Which of the following is true about refusing claims and requests for adjustment?

When refusing claims and requests for adjustments,the message should close on a respectful and action-oriented note.

When rejecting job applications,you should ________.

Should you apologize when delivering bad news? Point out two types of negative messages where an apology should be considered and two types of negative messages where an apology need not be offered.What,would you say,is the rationale behind choosing either course of action in these examples?

When communicating negative organizational news,multiple media should be used to reach out to affected audiences.

Understanding Business Communication in Todays Workplace

Mastering Team Skills and Interpersonal Communication

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

Writing Routine and Positive Messages

Writing Persuasive Messages

Understanding and Planning Reports and Proposals

Writing and Completing Reports and Proposals

Developing Oral and Online Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

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Exam 8: Writing Negative Messages

Which of the following is a goal you should have in mind when sending out a message communicating bad news about transactions to a customer?

When rejecting job applications,you should avoid explaining why an applicant was rejected or why other applicants were chosen instead.

When rejecting job applications,you should ________.

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

When you need to reject a proposal you solicited,you owe the sender an explanation.In such cases,the indirect approach is better than the direct approach because the news will be unexpected.

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

Which of the following is a guideline for avoiding accusations of defamation?

Termination messages should always be written with input from the company's legal staff.

The direct approach to organize negative news messages should be used when ________.

While writing negative messages using the direct approach,it is essential to provide additional explanation when the reasons for the news are confidential and excessively complicated.

A written,false statement that damages someone's reputation is called ________.

When developing negative organizational news,the affected group should be given as less time as possible to respond to avoid legal complications.

When conveying negative organizational news,you should ________.

Which of the following is a guideline for closing a negative message organized using the indirect approach?

The direct approach to organize negative news messages should be used when ________.

Which of the following is true about refusing claims and requests for adjustment?

When refusing claims and requests for adjustments,the message should close on a respectful and action-oriented note.

When rejecting job applications,you should ________.

Should you apologize when delivering bad news? Point out two types of negative messages where an apology should be considered and two types of negative messages where an apology need not be offered.What,would you say,is the rationale behind choosing either course of action in these examples?

When communicating negative organizational news,multiple media should be used to reach out to affected audiences.

Understanding Business Communication in Todays Workplace

Mastering Team Skills and Interpersonal Communication

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

Writing Routine and Positive Messages

Writing Persuasive Messages

Understanding and Planning Reports and Proposals

Writing and Completing Reports and Proposals

Developing Oral and Online Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Filters