Question 1

When rejecting a job applicant,you can soften the blow by

Accepted Answer

A)  expressing appreciation for his or her application. 
B)  mentioning the qualifications of the person who was hired. 
C)  telling the applicant how many others he or she was competing against. 
D)  apologizing for wasting the person's time. 
E)  stating that the economy has made it hard for all job-seekers. 
A)  expressing appreciation for his or her application. 
B)  mentioning the qualifications of the person who was hired. 
C)  telling the applicant how many others he or she was competing against. 
D)  apologizing for wasting the person's time. 
E)  stating that the economy has made it hard for all job-seekers.

Question 2

When composing a negative message,you should try to

Accepted Answer

A)  choose a buffer that will distract your reader from the main point of your message. 
B)  gain the audience's acceptance of the bad news. 
C)  leave the reader with hope that you will change your decision. 
D)  avoid stating the bad news. 
E)  surprise the audience with the bad news. 
A)  choose a buffer that will distract your reader from the main point of your message. 
B)  gain the audience's acceptance of the bad news. 
C)  leave the reader with hope that you will change your decision. 
D)  avoid stating the bad news. 
E)  surprise the audience with the bad news.

Question 3

Explaining negative news in the body of your message

Accepted Answer

A)  is always a good idea. 
B)  shows weakness and should be avoided. 
C)  confuses readers, and should not be done in most cases. 
D)  is required for external audiences, but never for internal. 
E)  is often helpful if you are writing to an important customer. 
A)  is always a good idea. 
B)  shows weakness and should be avoided. 
C)  confuses readers, and should not be done in most cases. 
D)  is required for external audiences, but never for internal. 
E)  is often helpful if you are writing to an important customer.

Question 4

Instead of beginning your negative message with a blunt announcement of the news,you can use

Accepted Answer

A)  the direct approach. 
B)  a buffer. 
C)  a combination of the direct and indirect approaches. 
D)  the deductive approach. 
E)  some humor to get things off on a positive note. 
A)  the direct approach. 
B)  a buffer. 
C)  a combination of the direct and indirect approaches. 
D)  the deductive approach. 
E)  some humor to get things off on a positive note.

Question 5

When writing an employment termination letter,you should

Accepted Answer

A)  include words that are open to interpretation, such as difficult and untidy. 
B)  clearly present the reasons for the action. 
C)  not get too caught up in trying to preserve a good relationship with the employee. 
D)  make clear to the employee that you have carefully researched relevant employment laws. 
E)  express your hope that legal action will not be necessary. 
A)  include words that are open to interpretation, such as difficult and untidy. 
B)  clearly present the reasons for the action. 
C)  not get too caught up in trying to preserve a good relationship with the employee. 
D)  make clear to the employee that you have carefully researched relevant employment laws. 
E)  express your hope that legal action will not be necessary.

Question 6

A crisis management plan includes information on which individuals are authorized to speak for the company in the midst of a crisis.

Accepted Answer

A) True 
 B)False

Question 7

What are the two benefits of stating the bad news at the beginning of a negative message?

Accepted Answer

Stating the bad news at the beginning ma

Question 8

List at least three guidelines that can help you avoid being accused of defamation.

Accepted Answer

(1)Refrain from using any kind of abusiv

Question 9

What are your five main goals when delivering bad news?

Accepted Answer

In any negative message,your main goals

Question 10

When using the direct approach to deliver negative messages,you

Accepted Answer

A)  begin with a buffer. 
B)  should not include reasons for the decision or information. 
C)  should end the message on a respectful note. 
D)  can expect your audience to be offended. 
E)  should not worry about tone. 
A)  begin with a buffer. 
B)  should not include reasons for the decision or information. 
C)  should end the message on a respectful note. 
D)  can expect your audience to be offended. 
E)  should not worry about tone.

Question 11

Using the direct approach for negative messages

Accepted Answer

A)  makes a shorter message possible. 
B)  is considered rude and unprofessional. 
C)  is always preferable when communicating internally. 
D)  means you end with a statement of your main idea. 
E)  requires more time for your audience to understand. 
A)  makes a shorter message possible. 
B)  is considered rude and unprofessional. 
C)  is always preferable when communicating internally. 
D)  means you end with a statement of your main idea. 
E)  requires more time for your audience to understand.

Question 12

In a negative message,you should never give the reader any indication that he or she could have received or might someday receive a favorable answer.

Accepted Answer

A) True 
 B)False

Question 13

You should use the direct approach for negative messages when the message has a relatively minor impact on the audience.

Accepted Answer

A) True 
 B)False

Question 14

When closing a negative message,explaining the steps being taken to avoid similar mistakes in the future

Accepted Answer

A)  is a bad idea, since it distracts attention from the main idea. 
B)  is helpful, even when those steps are not likely to make a difference. 
C)  should always be avoided since it acknowledges guilt. 
D)  can underline the sincerity of an apology. 
E)  will usually result in skepticism among your peers. 
A)  is a bad idea, since it distracts attention from the main idea. 
B)  is helpful, even when those steps are not likely to make a difference. 
C)  should always be avoided since it acknowledges guilt. 
D)  can underline the sincerity of an apology. 
E)  will usually result in skepticism among your peers.

Question 15

"We have credited your account in the amount of $14.95 to cover the cost of return shipping" is an example of which type of buffer?

Accepted Answer

A)  good news 
B)  cooperation 
C)  understanding 
D)  fairness 
E)  appreciation 
A)  good news 
B)  cooperation 
C)  understanding 
D)  fairness 
E)  appreciation

Question 16

When it comes to apologizing for corporate mistakes,judges,juries,and plaintiffs tend to

Accepted Answer

A)  react negatively when companies apologize. 
B)  dismiss such apologies as insincere. 
C)  be more forgiving of companies that apologize. 
D)  understand that companies should never admit guilt. 
E)  expect non-profit organizations to admit guilt, but not for-profit companies. 
A)  react negatively when companies apologize. 
B)  dismiss such apologies as insincere. 
C)  be more forgiving of companies that apologize. 
D)  understand that companies should never admit guilt. 
E)  expect non-profit organizations to admit guilt, but not for-profit companies.

Question 17

The buffer of a negative message

Accepted Answer

A)  should be neutral and noncontroversial. 
B)  implicitly says no. 
C)  apologizes. 
D)  should be very vague about the subject of the message. 
E)  is a good place to say, "I told you this would happen." 
A)  should be neutral and noncontroversial. 
B)  implicitly says no. 
C)  apologizes. 
D)  should be very vague about the subject of the message. 
E)  is a good place to say, "I told you this would happen."

Question 18

What organizational method is generally best in refusing claims and requests for adjustments,and why?

Accepted Answer

Customers who make a claim or request fo

Question 19

You can deemphasize bad news by minimizing the space or time devoted to it.

Accepted Answer

A) True 
 B)False

Question 20

Since termination letters are highly controversial,you should never deliver them in person.

Accepted Answer

A) True 
 B)False

When rejecting a job applicant,you can soften the blow by

When composing a negative message,you should try to

Explaining negative news in the body of your message

Instead of beginning your negative message with a blunt announcement of the news,you can use

When writing an employment termination letter,you should

A crisis management plan includes information on which individuals are authorized to speak for the company in the midst of a crisis.

What are the two benefits of stating the bad news at the beginning of a negative message?

List at least three guidelines that can help you avoid being accused of defamation.

What are your five main goals when delivering bad news?

When using the direct approach to deliver negative messages,you

Using the direct approach for negative messages

In a negative message,you should never give the reader any indication that he or she could have received or might someday receive a favorable answer.

You should use the direct approach for negative messages when the message has a relatively minor impact on the audience.

When closing a negative message,explaining the steps being taken to avoid similar mistakes in the future

"We have credited your account in the amount of $14.95 to cover the cost of return shipping" is an example of which type of buffer?

When it comes to apologizing for corporate mistakes,judges,juries,and plaintiffs tend to

The buffer of a negative message

What organizational method is generally best in refusing claims and requests for adjustments,and why?

You can deemphasize bad news by minimizing the space or time devoted to it.

Since termination letters are highly controversial,you should never deliver them in person.

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

When rejecting a job applicant,you can soften the blow by

When composing a negative message,you should try to

Explaining negative news in the body of your message

Instead of beginning your negative message with a blunt announcement of the news,you can use

When writing an employment termination letter,you should

A crisis management plan includes information on which individuals are authorized to speak for the company in the midst of a crisis.

What are the two benefits of stating the bad news at the beginning of a negative message?

List at least three guidelines that can help you avoid being accused of defamation.

What are your five main goals when delivering bad news?

When using the direct approach to deliver negative messages,you

Using the direct approach for negative messages

In a negative message,you should never give the reader any indication that he or she could have received or might someday receive a favorable answer.

You should use the direct approach for negative messages when the message has a relatively minor impact on the audience.

When closing a negative message,explaining the steps being taken to avoid similar mistakes in the future

"We have credited your account in the amount of $14.95 to cover the cost of return shipping" is an example of which type of buffer?

When it comes to apologizing for corporate mistakes,judges,juries,and plaintiffs tend to

The buffer of a negative message

What organizational method is generally best in refusing claims and requests for adjustments,and why?

You can deemphasize bad news by minimizing the space or time devoted to it.

Since termination letters are highly controversial,you should never deliver them in person.

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