Question 1

When developing bad news about transactions,you should ________.

Accepted Answer

A) explain how you are trying to resolve the situation 
B) always open with an apology 
C) use the direct approach 
D) open with a clear and succinct statement of the bad news 
E) accept or assign specific blame 
A) explain how you are trying to resolve the situation 
B) always open with an apology 
C) use the direct approach 
D) open with a clear and succinct statement of the bad news 
E) accept or assign specific blame

Question 2

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) Subordinate the bad news in 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) Try to disguise the bad news when you emphasize the positive. 
A) Subordinate the bad news in 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) Try to disguise the bad news when you emphasize the positive.

Question 3

In which of the following situations is it appropriate to use the indirect approach to organize negative news messages?

Accepted Answer

A) The reader's attention is needed immediately. 
B) The audience will not understand the possibility of receiving bad news. 
C) The news is not likely to seriously impact the audience. 
D) The audience does not have the time to read long, rambling messages. 
E) The audience is expecting the bad news. 
A) The reader's attention is needed immediately. 
B) The audience will not understand the possibility of receiving bad news. 
C) The news is not likely to seriously impact the audience. 
D) The audience does not have the time to read long, rambling messages. 
E) The audience is expecting the bad news.

Question 4

The advantage of using the direct approach is that it ________.

Accepted Answer

A) allows the readers to reach the main idea of the message in less time 
B) prepares readers for the bad news 
C) is useful in limiting your responsibility 
D) helps obscure the bad news 
E) will divert attention from the problem 
A) allows the readers to reach the main idea of the message in less time 
B) prepares readers for the bad news 
C) is useful in limiting your responsibility 
D) helps obscure the bad news 
E) will divert attention from the problem

Question 5

Which of the following statements about using the direct approach in negative messages is true?

Accepted Answer

A) The closing of the message should reiterate the bad news. 
B) Direct messages take longer to write, and readers need more time to reach the main idea of the message. 
C) One should always offer a sincere apology in the closing of the message. 
D) The extent of your explanation for the negative news depends on the nature of the news and your relationship with the reader. 
E) Openly accepting or assigning specific blame is important when using the direct approach. 
A) The closing of the message should reiterate the bad news. 
B) Direct messages take longer to write, and readers need more time to reach the main idea of the message. 
C) One should always offer a sincere apology in the closing of the message. 
D) The extent of your explanation for the negative news depends on the nature of the news and your relationship with the reader. 
E) Openly accepting or assigning specific blame is important when using the direct approach.

Question 6

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

Accepted Answer

A) the reader's attention is needed 
B) the reader has an emotional investment in the situation 
C) the situation is routine or minor 
D) the audience prefers short messages that get right to the point 
E) the audience is expecting the news 
A) the reader's attention is needed 
B) the reader has an emotional investment in the situation 
C) the situation is routine or minor 
D) the audience prefers short messages that get right to the point 
E) the audience is expecting the news

Question 7

Which of the following is a guideline for responding effectively to rumors and negative information in a social media environment?

Accepted Answer

A) Limit your online presence to prevent online attacks and malicious campaigns. 
B) Use automated reputation analysis and other technologies to listen to what people are saying. 
C) Respond to each and every rumor or negative information that appears in social media. 
D) Wait until a negative situation occurs to engage with customers in a social media environment. 
E) Respond instantly and spontaneously to rumors and negative information online. 
A) Limit your online presence to prevent online attacks and malicious campaigns. 
B) Use automated reputation analysis and other technologies to listen to what people are saying. 
C) Respond to each and every rumor or negative information that appears in social media. 
D) Wait until a negative situation occurs to engage with customers in a social media environment. 
E) Respond instantly and spontaneously to rumors and negative information online.

Question 8

When sending refusals to companies who have requested information about past employees as part of a recruitment process,a brief and direct "We cannot comply with your request." will be most effective as an opening statement.

Accepted Answer

A) True 
 B)False

Question 9

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) Embed the bad news in the middle of a paragraph. 
E) Try to disguise the bad news when you emphasize the positive. 
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) Embed the bad news in the middle of a paragraph. 
E) Try to disguise the bad news when you emphasize the positive.

Question 10

A company has contacted you to provide a recommendation letter for a former employee of yours that they are considering hiring.However,your company's policy does not permit you to confirm anything more than the employment dates and designation of the former employee.How can you best communicate your inability to comply with the request?

Accepted Answer

A) I'm sorry, but company policy prohibits me from providing recommendation letters. I can only confirm that Greg Wilson worked with us for two years, from April 2008 to May 2010. Please contact me if you need any more information. 
B) As much as I would like to provide a letter of recommendation, our legal department does not allow it. All I can say is that Greg Wilson worked for this company for two years, from April 2008 to May 2010. Thanks. 
C) We share your concerns in conducting thorough reference checks of all prospective employees. However, I am only allowed to reveal the employment dates and designation of Greg Wilson. He was with our company from April 2008 to May 2010 and was a dedicated Service Representative and a team player. Best of luck with your recruitment. 
D) Our legal department has authorized me to confirm that Greg Wilson worked as Service Representative at our company for two years, from April 2008 to May 2010. We wish you luck with your recruitment. 
E) Thank you for contacting us for a recommendation letter for Greg Wilson. Your company is well known for its great work culture and open management style. We can confirm that Greg Wilson worked with us as Service Representative for two years, between April 2008 and May 2010. Company policy allows us to disclose no more than this. 
A) I'm sorry, but company policy prohibits me from providing recommendation letters. I can only confirm that Greg Wilson worked with us for two years, from April 2008 to May 2010. Please contact me if you need any more information. 
B) As much as I would like to provide a letter of recommendation, our legal department does not allow it. All I can say is that Greg Wilson worked for this company for two years, from April 2008 to May 2010. Thanks. 
C) We share your concerns in conducting thorough reference checks of all prospective employees. However, I am only allowed to reveal the employment dates and designation of Greg Wilson. He was with our company from April 2008 to May 2010 and was a dedicated Service Representative and a team player. Best of luck with your recruitment. 
D) Our legal department has authorized me to confirm that Greg Wilson worked as Service Representative at our company for two years, from April 2008 to May 2010. We wish you luck with your recruitment. 
E) Thank you for contacting us for a recommendation letter for Greg Wilson. Your company is well known for its great work culture and open management style. We can confirm that Greg Wilson worked with us as Service Representative for two years, between April 2008 and May 2010. Company policy allows us to disclose no more than this.

Question 11

A negative message opens with piece of a bad news,proceeds to the reasons for the situation or the decision,and ends with a positive statement aimed at maintaining a good relationship with the audience.Which of the following approaches is used here?

Accepted Answer

A) personal 
B) indirect 
C) formal 
D) direct 
E) long 
A) personal 
B) indirect 
C) formal 
D) direct 
E) long

Question 12

Which of the following approaches to organizing negative messages opens with the reasons behind the bad news before presenting the bad news itself?

Accepted Answer

A) indirect 
B) short 
C) direct 
D) informal 
E) personal 
A) indirect 
B) short 
C) direct 
D) informal 
E) personal

Question 13

In most cases,when the direct approach to organize a negative message is used,the opening is followed by a(n)________.

Accepted Answer

A) statement that signals the negative news ahead 
B) clear statement of the bad news 
C) sincere apology 
D) optimistic look toward the future 
E) explanation of why the news is negative 
A) statement that signals the negative news ahead 
B) clear statement of the bad news 
C) sincere apology 
D) optimistic look toward the future 
E) explanation of why the news is negative

Question 14

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

Accepted Answer

A) the reader's attention is needed 
B) the audience prefers short messages 
C) the situation is routine or minor 
D) the bad news will come as a shock to the audience 
E) the audience is expecting the news 
A) the reader's attention is needed 
B) the audience prefers short messages 
C) the situation is routine or minor 
D) the bad news will come as a shock to the audience 
E) the audience is expecting the news

Question 15

A negative approach using the direct approach opens with a buffer,then builds up the reasons behind the bad news before presenting the bad news itself.

Accepted Answer

A) True 
 B)False

Question 16

An effective buffer is a neutral,noncontroversial statement,unrelated to the main purpose of the message.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following is a guideline to follow when sending negative organizational news?

Accepted Answer

A) Add an element of surprise whenever possible. 
B) Always use a buffer to prepare readers for the bad news. 
C) Match your approach to the situation. 
D) Close with a clear expression of optimism. 
E) Use face-to-face communication, not electronic communication. 
A) Add an element of surprise whenever possible. 
B) Always use a buffer to prepare readers for the bad news. 
C) Match your approach to the situation. 
D) Close with a clear expression of optimism. 
E) Use face-to-face communication, not electronic communication.

Question 18

In which of the following situations is it appropriate to use the direct approach to organize negative news messages?

Accepted Answer

A) The news has considerable consequences for the reader. 
B) The reader is likely to react emotionally to the news. 
C) The reader is not expecting this news. 
D) You are keen on maintaining a positive working relationship with the reader. 
E) You need to immediately get the reader's attention. 
A) The news has considerable consequences for the reader. 
B) The reader is likely to react emotionally to the news. 
C) The reader is not expecting this news. 
D) You are keen on maintaining a positive working relationship with the reader. 
E) You need to immediately get the reader's attention.

Question 19

Henry,a manager at a large hotel and convention center,has drafted the following message to inform a customer that the ballroom that he wanted to rent for a company party is not available for the dates he had requested,but that larger ballrooms are available.
We regret to inform you that Ballroom A,which you had requested for an office party on 6 June,2011,is not available.However,other ballrooms are available,except that they are much larger.Please contact me at 456-123-7891 for more information or to make a booking.
Using the general guidelines for writing negative messages,rewrite this message so that it is more effective in taking the sting out of the bad news,ensuring its acceptance,and in maintaining goodwill.

Accepted Answer

In order to ensure acceptance of negativ

Question 20

You should respond to negative messages on social media ________.

Accepted Answer

A) immediately and spontaneously 
B) by addressing each and every rumor and negative information 
C) after the information has ceased to be news 
D) after careful evaluation 
E) by minimizing your online presence 
A) immediately and spontaneously 
B) by addressing each and every rumor and negative information 
C) after the information has ceased to be news 
D) after careful evaluation 
E) by minimizing your online presence

When developing bad news about transactions,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?

In which of the following situations is it appropriate to use the indirect approach to organize negative news messages?

The advantage of using the direct approach is that it ________.

Which of the following statements about using the direct approach in negative messages is true?

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

Which of the following is a guideline for responding effectively to rumors and negative information in a social media environment?

When sending refusals to companies who have requested information about past employees as part of a recruitment process,a brief and direct "We cannot comply with your request." will be most effective as an opening statement.

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?

A negative message opens with piece of a bad news,proceeds to the reasons for the situation or the decision,and ends with a positive statement aimed at maintaining a good relationship with the audience.Which of the following approaches is used here?

Which of the following approaches to organizing negative messages opens with the reasons behind the bad news before presenting the bad news itself?

In most cases,when the direct approach to organize a negative message is used,the opening is followed by a(n)________.

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

A negative approach using the direct approach opens with a buffer,then builds up the reasons behind the bad news before presenting the bad news itself.

An effective buffer is a neutral,noncontroversial statement,unrelated to the main purpose of the message.

Which of the following is a guideline to follow when sending negative organizational news?

In which of the following situations is it appropriate to use the direct approach to organize negative news messages?

You should respond to negative messages on social media ________.

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

When developing bad news about transactions,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?

In which of the following situations is it appropriate to use the indirect approach to organize negative news messages?

The advantage of using the direct approach is that it ________.

Which of the following statements about using the direct approach in negative messages is true?

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

Which of the following is a guideline for responding effectively to rumors and negative information in a social media environment?

When sending refusals to companies who have requested information about past employees as part of a recruitment process,a brief and direct "We cannot comply with your request." will be most effective as an opening statement.

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?

A negative message opens with piece of a bad news,proceeds to the reasons for the situation or the decision,and ends with a positive statement aimed at maintaining a good relationship with the audience.Which of the following approaches is used here?

Which of the following approaches to organizing negative messages opens with the reasons behind the bad news before presenting the bad news itself?

In most cases,when the direct approach to organize a negative message is used,the opening is followed by a(n)________.

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

A negative approach using the direct approach opens with a buffer,then builds up the reasons behind the bad news before presenting the bad news itself.

An effective buffer is a neutral,noncontroversial statement,unrelated to the main purpose of the message.

Which of the following is a guideline to follow when sending negative organizational news?

In which of the following situations is it appropriate to use the direct approach to organize negative news messages?

You should respond to negative messages on social media ________.

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