Question 1

Which medium is generally best for delivering bad news to employees?

Accepted Answer

In most cases,employees are more likely

Question 2

If you must give an employee a negative performance review,

Accepted Answer

A)  do so by email or fax. 
B)  support your assessment with careful documentation. 
C)  limit your discussion to the areas where the employee needs improvement. 
D)  do all of the above. 
E)  you should assume that eventually, he or she will have to be dismissed. 
A)  do so by email or fax. 
B)  support your assessment with careful documentation. 
C)  limit your discussion to the areas where the employee needs improvement. 
D)  do all of the above. 
E)  you should assume that eventually, he or she will have to be dismissed.

Question 3

When responding to social networking recommendation requests,a single sentence that focuses on one positive aspect is often all that is necessary.

Accepted Answer

A) True 
 B)False

Question 4

What is a buffer,and what function does it serve in negative messages?

Accepted Answer

A buffer is a neutral,noncontroversial s

Question 5

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

Accepted Answer

A) True 
 B)False

Question 6

When delivering bad news,wording such as "We must turn down," "I am unable to," and "We cannot afford to"

Accepted Answer

A)  softens the blow by drawing attention away from the reader and onto the sender. 
B)  will impress the reader as being straightforward and forceful. 
C)  is likely to cause pain and anger in the reader. 
D)  is unavoidable. 
E)  displays your professionalism. 
A)  softens the blow by drawing attention away from the reader and onto the sender. 
B)  will impress the reader as being straightforward and forceful. 
C)  is likely to cause pain and anger in the reader. 
D)  is unavoidable. 
E)  displays your professionalism.

Question 7

It is a good idea to use "company policy" as a cushion when presenting reasons for bad news.

Accepted Answer

A) True 
 B)False

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

To clearly and kindly say no,do all of the following except

Accepted Answer

A)  use phrases such as, "Much as I would like to help you." 
B)  deemphasize the bad news. 
C)  imply that you might change your mind (even if you know the decision is final). 
D)  tell the audience what you can or will do rather than what you cannot or will not do. 
E)  use a respectful tone. 
A)  use phrases such as, "Much as I would like to help you." 
B)  deemphasize the bad news. 
C)  imply that you might change your mind (even if you know the decision is final). 
D)  tell the audience what you can or will do rather than what you cannot or will not do. 
E)  use a respectful tone.

Question 10

If you must give an employee a negative performance review,it is best to avoid any positive comments since they might distract attention from all of the problems.

Accepted Answer

A) True 
 B)False

Question 11

Even when you are positive the person making a claim or request for adjustment is not telling the truth,it is vital to avoid saying or writing anything the recipient might interpret as ________: the intentional communication of false statements that damage character or reputation.

Accepted Answer

defamation
Explanation: If you deal with

Question 12

Use the direct approach with a negative message if

Accepted Answer

A)  the message will have a great deal of personal impact on members of the audience. 
B)  the situation is one in which people readily acknowledge the possibility of receiving bad news. 
C)  an order is unfillable or portions of it must be back-ordered. 
D)  you are refusing to make an adjustment on a claim. 
E)  you're worried that you have already delayed giving the bad news for too long. 
A)  the message will have a great deal of personal impact on members of the audience. 
B)  the situation is one in which people readily acknowledge the possibility of receiving bad news. 
C)  an order is unfillable or portions of it must be back-ordered. 
D)  you are refusing to make an adjustment on a claim. 
E)  you're worried that you have already delayed giving the bad news for too long.

Question 13

Explain the characteristics of an effective letter rejecting a job applicant.

Accepted Answer

Rejecting job applicants requires choosi

Question 14

In most cases,delaying when you need to convey negative news

Accepted Answer

A)  will help your audience accept it. 
B)  will increase your credibility. 
C)  can be a serious breach of etiquette. 
D)  will allow the situation to resolve itself. 
E)  prevents legal action. 
A)  will help your audience accept it. 
B)  will increase your credibility. 
C)  can be a serious breach of etiquette. 
D)  will allow the situation to resolve itself. 
E)  prevents legal action.

Question 15

The tendency to delay,downplay or distort bad news

Accepted Answer

A)  is natural, and you should de-emphasize the news at all costs. 
B)  can lead to problems with internal communication, but generally not with external audiences. 
C)  can lead to unethical decisions and even lawsuits. 
D)  can be eliminated by punishing employees who regularly deliver bad news. 
E)  is not an issue unless money is involved. 
A)  is natural, and you should de-emphasize the news at all costs. 
B)  can lead to problems with internal communication, but generally not with external audiences. 
C)  can lead to unethical decisions and even lawsuits. 
D)  can be eliminated by punishing employees who regularly deliver bad news. 
E)  is not an issue unless money is involved.

Question 16

When you need to inform employees that a benefit will be eliminated

Accepted Answer

A)  the best approach is to leak the news as a rumor rather than make a public announcement. 
B)  minimize the impact of the bad news by presenting it in as positive a light as possible. 
C)  use the direct approach. 
D)  use as many hedging words as possible. 
E)  it is best to be blunt and use a tone that shows you mean business. 
A)  the best approach is to leak the news as a rumor rather than make a public announcement. 
B)  minimize the impact of the bad news by presenting it in as positive a light as possible. 
C)  use the direct approach. 
D)  use as many hedging words as possible. 
E)  it is best to be blunt and use a tone that shows you mean business.

Question 17

Briefly describe the elements of a negative message that uses the direct approach.

Accepted Answer

The opening should start with a clear st

Question 18

A crisis management plan

Accepted Answer

A)  defines operational procedures to deal with the crisis. 
B)  is not helpful for small to mid-sized organizations. 
C)  should avoid limitations on who is authorized to speak to the media. 
D)  is unnecessary if your organization has not faced any recent crises. 
E)  does all of the above. 
A)  defines operational procedures to deal with the crisis. 
B)  is not helpful for small to mid-sized organizations. 
C)  should avoid limitations on who is authorized to speak to the media. 
D)  is unnecessary if your organization has not faced any recent crises. 
E)  does all of the above.

Question 19

To avoid legal problems,businesses should delay communicating with the media in the aftermath of a crisis.

Accepted Answer

A) True 
 B)False

Question 20

Provide at least five guidelines to observe when making negative organizational announcements.

Accepted Answer

(1)Match your approach to the situation-

Which medium is generally best for delivering bad news to employees?

If you must give an employee a negative performance review,

When responding to social networking recommendation requests,a single sentence that focuses on one positive aspect is often all that is necessary.

What is a buffer,and what function does it serve in negative messages?

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

When delivering bad news,wording such as "We must turn down," "I am unable to," and "We cannot afford to"

It is a good idea to use "company policy" as a cushion when presenting reasons for bad news.

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

To clearly and kindly say no,do all of the following except

If you must give an employee a negative performance review,it is best to avoid any positive comments since they might distract attention from all of the problems.

Even when you are positive the person making a claim or request for adjustment is not telling the truth,it is vital to avoid saying or writing anything the recipient might interpret as ________: the intentional communication of false statements that damage character or reputation.

Use the direct approach with a negative message if

Explain the characteristics of an effective letter rejecting a job applicant.

In most cases,delaying when you need to convey negative news

The tendency to delay,downplay or distort bad news

When you need to inform employees that a benefit will be eliminated

Briefly describe the elements of a negative message that uses the direct approach.

A crisis management plan

To avoid legal problems,businesses should delay communicating with the media in the aftermath of a crisis.

Provide at least five guidelines to observe when making negative organizational announcements.

Achieving Success Through Effective Business Communication

Mastering Team Skills and 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

Planning Reports and Proposals

Writing Reports and Proposals

Completing Reports and Proposals

Designing and Delivering Oral and Online Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Format and Layout of Business Documents

Documentation of Report Sources

Handbook of Grammar, Mechanics, and Usage

Filters

Exam 9: Writing Negative Messages

Which medium is generally best for delivering bad news to employees?

If you must give an employee a negative performance review,

When responding to social networking recommendation requests,a single sentence that focuses on one positive aspect is often all that is necessary.

What is a buffer,and what function does it serve in negative messages?

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

When delivering bad news,wording such as "We must turn down," "I am unable to," and "We cannot afford to"

It is a good idea to use "company policy" as a cushion when presenting reasons for bad news.

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

To clearly and kindly say no,do all of the following except

If you must give an employee a negative performance review,it is best to avoid any positive comments since they might distract attention from all of the problems.

Even when you are positive the person making a claim or request for adjustment is not telling the truth,it is vital to avoid saying or writing anything the recipient might interpret as ________: the intentional communication of false statements that damage character or reputation.

Use the direct approach with a negative message if

Explain the characteristics of an effective letter rejecting a job applicant.

In most cases,delaying when you need to convey negative news

The tendency to delay,downplay or distort bad news

When you need to inform employees that a benefit will be eliminated

Briefly describe the elements of a negative message that uses the direct approach.

A crisis management plan

To avoid legal problems,businesses should delay communicating with the media in the aftermath of a crisis.

Provide at least five guidelines to observe when making negative organizational announcements.

Achieving Success Through Effective Business Communication

Mastering Team Skills and 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

Planning Reports and Proposals

Writing Reports and Proposals

Completing Reports and Proposals

Designing and Delivering Oral and Online Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Format and Layout of Business Documents

Documentation of Report Sources

Handbook of Grammar, Mechanics, and Usage

Filters