Question 1

Which of the following statements does the best job of delivering the bad news clearly and kindly?

Accepted Answer

A)  I am sorry to have to tell you that you were not selected for the position. 
B)  Because you do not have the experience we clearly listed in the job posting, we cannot offer you the position. 
C)  Although you currently do not have the master's degree that we require for this position, we encourage you to apply for future openings better suited to your qualifications. 
D)  Several other applicants were far more qualified for the position than you were, so we cannot offer you the job. 
E)  Don't feel bad, we rejected a lot of other candidates, as well. 
A)  I am sorry to have to tell you that you were not selected for the position. 
B)  Because you do not have the experience we clearly listed in the job posting, we cannot offer you the position. 
C)  Although you currently do not have the master's degree that we require for this position, we encourage you to apply for future openings better suited to your qualifications. 
D)  Several other applicants were far more qualified for the position than you were, so we cannot offer you the job. 
E)  Don't feel bad, we rejected a lot of other candidates, as well.

Question 2

In the reasons section of a negative message,you should

Accepted Answer

A)  present enough detail for the audience to understand your reasons. 
B)  explain what your decision is before you explain why you have reached it. 
C)  apologize for the negative decision. 
D)  clearly state that you and your company are not at fault, even if it is unclear who is to blame. 
E)  do all of the above. 
A)  present enough detail for the audience to understand your reasons. 
B)  explain what your decision is before you explain why you have reached it. 
C)  apologize for the negative decision. 
D)  clearly state that you and your company are not at fault, even if it is unclear who is to blame. 
E)  do all of the above.

Question 3

In the ________ approach for negative messages,the bad news comes after the reasons supporting the decision.

Accepted Answer

indirect
Explanation: An indirect approa

Question 4

When writing negative messages,you should begin with a buffer to make the reader think that good news will follow.

Accepted Answer

A) True 
 B)False

Question 5

When rejecting a request because of company policy,you should

Accepted Answer

A)  simply cite the policy as the reason for your decision. 
B)  be sure to include a copy of the policy with your rejection. 
C)  explain the policy so the audience can try to meet the requirements later. 
D)  say that violating the policy will get you into serious trouble. 
E)  admit that you think the policy is unfair, but you have to follow it anyway. 
A)  simply cite the policy as the reason for your decision. 
B)  be sure to include a copy of the policy with your rejection. 
C)  explain the policy so the audience can try to meet the requirements later. 
D)  say that violating the policy will get you into serious trouble. 
E)  admit that you think the policy is unfair, but you have to follow it anyway.

Question 6

Rewrite the following sentence using more respectful wording: "You shouldn't have put the blender into the dishwasher."

Accepted Answer

This type of blender should not be clean

Question 7

When evaluating employees,why is it important to document performance problems carefully?

Accepted Answer

It is important to document performance

Question 8

An effective opening for a negative message would be

Accepted Answer

A)  I'm sorry to say I have some bad news. 
B)  This letter is in reply to your application. 
C)  Your résumé clearly shows why you are interested in becoming a management trainee with our company. 
D)  We have no openings at this time. 
E)  Hate to tell you, but ... 
A)  I'm sorry to say I have some bad news. 
B)  This letter is in reply to your application. 
C)  Your résumé clearly shows why you are interested in becoming a management trainee with our company. 
D)  We have no openings at this time. 
E)  Hate to tell you, but ...

Question 9

What are some viable options for refusing social networking recommendation requests?

Accepted Answer

The situation with recommendations in a

Question 10

Using the indirect approach,the negative news comes

Accepted Answer

A)  immediately after the buffer. 
B)  immediately before the reasons. 
C)  immediately after the reasons. 
D)  at the very end. 
E)  nowhere-"indirect" means you only imply the bad news. 
A)  immediately after the buffer. 
B)  immediately before the reasons. 
C)  immediately after the reasons. 
D)  at the very end. 
E)  nowhere-"indirect" means you only imply the bad news.

Question 11

A good way to deliver bad news kindly is to

Accepted Answer

A)  maximize the space devoted to it. 
B)  say, "I trust our decision is satisfactory." 
C)  avoid stating it and hope that the reader understands what you mean. 
D)  deemphasize it by embedding it in the middle of a paragraph or use parenthetical expressions. 
E)  emphasize how much you wish you had good news. 
A)  maximize the space devoted to it. 
B)  say, "I trust our decision is satisfactory." 
C)  avoid stating it and hope that the reader understands what you mean. 
D)  deemphasize it by embedding it in the middle of a paragraph or use parenthetical expressions. 
E)  emphasize how much you wish you had good news.

Question 12

When using the indirect approach for a negative message,begin with a (an)________ that softens the blow of the bad news.

Accepted Answer

buffer
Explanation: A buffer is a neutra

Question 13

In refusing a customer's request for adjustment,you are concerned about possible defamation charges.You should

Accepted Answer

A)  make the refusal by phone instead of in writing. 
B)  explain why you are making the refusal. 
C)  consult your company's legal department or an attorney if you think a message might have legal consequences. 
D)  insist that the customer come to your office if he wants an answer. 
E)  do all of the above 
A)  make the refusal by phone instead of in writing. 
B)  explain why you are making the refusal. 
C)  consult your company's legal department or an attorney if you think a message might have legal consequences. 
D)  insist that the customer come to your office if he wants an answer. 
E)  do all of the above

Question 14

When the bad news is a logical outcome of the reasons that come before it,the reader is more prepared to receive it.

Accepted Answer

A) True 
 B)False

Question 15

What is the primary purpose of a performance review?

Accepted Answer

The main purpose of a performance review

Question 16

Statements beginning I must refuse and We cannot allow help audiences accept the bad news you are delivering.

Accepted Answer

A) True 
 B)False

Question 17

A poorly written buffer

Accepted Answer

A)  opens your message in a neutral manner. 
B)  is specifically related to the topic of the message. 
C)  misleads the reader into thinking good news follows. 
D)  shows appreciation or empathy to the audience. 
E)  is hard to avoid, since buffers are so difficult to write. 
A)  opens your message in a neutral manner. 
B)  is specifically related to the topic of the message. 
C)  misleads the reader into thinking good news follows. 
D)  shows appreciation or empathy to the audience. 
E)  is hard to avoid, since buffers are so difficult to write.

Question 18

A negative message organized using the ________ approach starts with a clear statement of the bad news.

Accepted Answer

direct
Explanation: A negative message u

Question 19

Negative messages about business transactions should

Accepted Answer

A)  confirm the customer's expectations. 
B)  explain how you plan to resolve the situation. 
C)  show the audience that whatever has happened, your company is not at fault. 
D)  let the audience know which of your employees caused the problem. 
E)  keep you and your company from being held liable-even when it means unfairly blaming another organization. 
A)  confirm the customer's expectations. 
B)  explain how you plan to resolve the situation. 
C)  show the audience that whatever has happened, your company is not at fault. 
D)  let the audience know which of your employees caused the problem. 
E)  keep you and your company from being held liable-even when it means unfairly blaming another organization.

Question 20

In a negative message,which of the following would be the most effective alternative to stating,"We cannot afford to continue this program"?

Accepted Answer

A)  The program will conclude on May 1. 
B)  Much as we would like to support it, the program will be stopped. 
C)  Due to a new company policy, we can no longer fund this program. 
D)  There's no more money to extend this program. 
E)  To no one's surprise, this program will be cut as of May 1. 
A)  The program will conclude on May 1. 
B)  Much as we would like to support it, the program will be stopped. 
C)  Due to a new company policy, we can no longer fund this program. 
D)  There's no more money to extend this program. 
E)  To no one's surprise, this program will be cut as of May 1.

Which of the following statements does the best job of delivering the bad news clearly and kindly?

In the reasons section of a negative message,you should

In the ________ approach for negative messages,the bad news comes after the reasons supporting the decision.

When writing negative messages,you should begin with a buffer to make the reader think that good news will follow.

When rejecting a request because of company policy,you should

Rewrite the following sentence using more respectful wording: "You shouldn't have put the blender into the dishwasher."

When evaluating employees,why is it important to document performance problems carefully?

An effective opening for a negative message would be

What are some viable options for refusing social networking recommendation requests?

Using the indirect approach,the negative news comes

A good way to deliver bad news kindly is to

When using the indirect approach for a negative message,begin with a (an)________ that softens the blow of the bad news.

In refusing a customer's request for adjustment,you are concerned about possible defamation charges.You should

When the bad news is a logical outcome of the reasons that come before it,the reader is more prepared to receive it.

What is the primary purpose of a performance review?

Statements beginning I must refuse and We cannot allow help audiences accept the bad news you are delivering.

A poorly written buffer

A negative message organized using the ________ approach starts with a clear statement of the bad news.

Negative messages about business transactions should

In a negative message,which of the following would be the most effective alternative to stating,"We cannot afford to continue this program"?

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 of the following statements does the best job of delivering the bad news clearly and kindly?

In the reasons section of a negative message,you should

In the ________ approach for negative messages,the bad news comes after the reasons supporting the decision.

When writing negative messages,you should begin with a buffer to make the reader think that good news will follow.

When rejecting a request because of company policy,you should

Rewrite the following sentence using more respectful wording: "You shouldn't have put the blender into the dishwasher."

When evaluating employees,why is it important to document performance problems carefully?

An effective opening for a negative message would be

What are some viable options for refusing social networking recommendation requests?

Using the indirect approach,the negative news comes

A good way to deliver bad news kindly is to

When using the indirect approach for a negative message,begin with a (an)________ that softens the blow of the bad news.

In refusing a customer's request for adjustment,you are concerned about possible defamation charges.You should

When the bad news is a logical outcome of the reasons that come before it,the reader is more prepared to receive it.

What is the primary purpose of a performance review?

Statements beginning I must refuse and We cannot allow help audiences accept the bad news you are delivering.

A poorly written buffer

A negative message organized using the ________ approach starts with a clear statement of the bad news.

Negative messages about business transactions should

In a negative message,which of the following would be the most effective alternative to stating,"We cannot afford to continue this program"?

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