Question 1

If you must give an employee a negative performance review,

Accepted Answer

A) do so by email. 
B) support your claims with careful documentation. 
C) limit your discussion to the areas where the employee needs improvement. 
D) minimize anything positive that the employee has done. 
E) assume that you'll be firing the employee before too long. 
A) do so by email. 
B) support your claims with careful documentation. 
C) limit your discussion to the areas where the employee needs improvement. 
D) minimize anything positive that the employee has done. 
E) assume that you'll be firing the employee before too long.

Question 2

One way to avoid being accused of defamation is to stick to the facts when communicating with customers.

Accepted Answer

A) True 
 B)False

Question 3

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

Accepted Answer

The opening should start with a clear st

Question 4

When considering sharing bad news within an organization,managers must commit to

Accepted Answer

A) determining what an employee may be implying,but not saying. 
B) responding only when each detail has been researched thoroughly. 
C) punishing those employees who spread bad news in the workplace. 
D) limiting the communication channels. 
E) listening when employees have negative information to share. 
A) determining what an employee may be implying,but not saying. 
B) responding only when each detail has been researched thoroughly. 
C) punishing those employees who spread bad news in the workplace. 
D) limiting the communication channels. 
E) listening when employees have negative information to share.

Question 5

In the reasons section of a negative message,you should

Accepted Answer

A) prepare the reader for the negative news. 
B) state the bad news directly. 
C) apologize for the negative decision. 
D) establish common ground with the reader. 
E) indicate the company policy that leads to the bad news. 
A) prepare the reader for the negative news. 
B) state the bad news directly. 
C) apologize for the negative decision. 
D) establish common ground with the reader. 
E) indicate the company policy that leads to the bad news.

Question 6

A letter rejecting a job applicant should

Accepted Answer

A) avoid explaining why he or she was not selected. 
B) point out the applicant's shortcomings. 
C) be as personal as possible. 
D) be as long as possible. 
E) always offer an apology. 
A) avoid explaining why he or she was not selected. 
B) point out the applicant's shortcomings. 
C) be as personal as possible. 
D) be as long as possible. 
E) always offer an apology.

Question 7

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 8

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

Accepted Answer

This type of blender

Question 9

Use the ________ if you must deliver bad news that will shock or surprise your audience.

Accepted Answer

A) indirect approach 
B) discretionary approach 
C) direct approach 
D) introverted approach 
E) persuasive approach 
A) indirect approach 
B) discretionary approach 
C) direct approach 
D) introverted approach 
E) persuasive approach

Question 10

Use the ________ when you must deliver bad news,if your audience has an emotional investment in the situation.

Accepted Answer

A) blended approach 
B) discretionary approach 
C) direct approach 
D) indirect approach 
E) persuasive approach 
A) blended approach 
B) discretionary approach 
C) direct approach 
D) indirect approach 
E) persuasive approach

Question 11

With the exception of ________,all of the following guidelines can help you close a negative message on a respectful note.

Accepted Answer

A) being sincere 
B) managing future correspondence 
C) avoiding an uncertain conclusion 
D) promising an optimistic future outcome 
E) expressing optimism,if appropriate 
A) being sincere 
B) managing future correspondence 
C) avoiding an uncertain conclusion 
D) promising an optimistic future outcome 
E) expressing optimism,if appropriate

Question 12

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

Accepted Answer

The situation with recommendations in a

Question 13

Which of the following is the most effective close for a letter rejecting a job applicant?

Accepted Answer

A) If you have any questions about our decision,don't hesitate to call. 
B) We hope that despite this rejection you will continue to frequent our establishments. 
C) Again,we are very sorry that we cannot offer you a position at this time. 
D) I wish you the best in your job search.I am confident you will find a match for your skills and interests. 
E) We will consider your application for any other opening in the future. 
A) If you have any questions about our decision,don't hesitate to call. 
B) We hope that despite this rejection you will continue to frequent our establishments. 
C) Again,we are very sorry that we cannot offer you a position at this time. 
D) I wish you the best in your job search.I am confident you will find a match for your skills and interests. 
E) We will consider your application for any other opening in the future.

Question 14

Proactive companies use social media to engage with their stakeholders as a long-term strategy.

Accepted Answer

A) True 
 B)False

Question 15

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

Accepted Answer

Rejecting job applicants requires choosi

Question 16

When you are refusing a routine request from someone in an established relationship,you

Accepted Answer

A) should use the indirect approach. 
B) should invoke company policy if that is a possible out. 
C) don't need to invest as much time and effort as you would for other kinds of negative messages. 
D) should give the name of the person making the decision. 
E) should use the direct approach. 
A) should use the indirect approach. 
B) should invoke company policy if that is a possible out. 
C) don't need to invest as much time and effort as you would for other kinds of negative messages. 
D) should give the name of the person making the decision. 
E) should use the direct approach.

Question 17

Negative messages about business transactions are designed to

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) shield the company from liability,even if you must blame 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) shield the company from liability,even if you must blame another organization.

Question 18

When responding to rumors and countering negative information in a social media environment,a company should not

Accepted Answer

A) engage customers early and often. 
B) monitor online conversations. 
C) rely on its reputation to protect it. 
D) respond appropriately and professionally. 
E) evaluate any negative messages. 
A) engage customers early and often. 
B) monitor online conversations. 
C) rely on its reputation to protect it. 
D) respond appropriately and professionally. 
E) evaluate any negative messages.

Question 19

When you're planning a negative message,________ in order to minimize the damage to business relationships and encourage acceptance of your message.

Accepted Answer

A) analyze the situation carefully 
B) be direct at all times 
C) emphasize your needs and concerns 
D) quote the policies and regulations of your company 
E) avoid stating the bad news in the message 
A) analyze the situation carefully 
B) be direct at all times 
C) emphasize your needs and concerns 
D) quote the policies and regulations of your company 
E) avoid stating the bad news in the message

Question 20

With the increase in the use of social media,it is important to ________ those who don't follow the rules of ethical communication.

Accepted Answer

A) limit website access from 
B) not respond to 
C) diligently guard and defend against 
D) identify corporate policy for 
E) hide unhappy customers and their potential for damage away from 
A) limit website access from 
B) not respond to 
C) diligently guard and defend against 
D) identify corporate policy for 
E) hide unhappy customers and their potential for damage away from

If you must give an employee a negative performance review,

One way to avoid being accused of defamation is to stick to the facts when communicating with customers.

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

When considering sharing bad news within an organization,managers must commit to

In the reasons section of a negative message,you should

A letter rejecting a job applicant should

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

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

Use the ________ if you must deliver bad news that will shock or surprise your audience.

Use the ________ when you must deliver bad news,if your audience has an emotional investment in the situation.

With the exception of ________,all of the following guidelines can help you close a negative message on a respectful note.

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

Which of the following is the most effective close for a letter rejecting a job applicant?

Proactive companies use social media to engage with their stakeholders as a long-term strategy.

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

When you are refusing a routine request from someone in an established relationship,you

Negative messages about business transactions are designed to

When responding to rumors and countering negative information in a social media environment,a company should not

When you're planning a negative message,________ in order to minimize the damage to business relationships and encourage acceptance of your message.

With the increase in the use of social media,it is important to ________ those who don't follow the rules of ethical communication.

Professional Communication in a Digital, social, mobile World

Collaboration, interpersonal Communication, and Business Etiquette

Communication Challenges in a Diverse, global Marketplace

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Digital Channels

Writing Routine and Positive Messages

Writing Persuasive Messages

Planning Reports and Proposals

Writing Reports and Proposals

Completing Reports and Proposals

Developing and Delivering Business Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Handbook of Grammar, mechanics, and Usage

Filters

Exam 9: Writing Negative Messages

If you must give an employee a negative performance review,

One way to avoid being accused of defamation is to stick to the facts when communicating with customers.

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

When considering sharing bad news within an organization,managers must commit to

In the reasons section of a negative message,you should

A letter rejecting a job applicant should

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

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

Use the ________ if you must deliver bad news that will shock or surprise your audience.

Use the ________ when you must deliver bad news,if your audience has an emotional investment in the situation.

With the exception of ________,all of the following guidelines can help you close a negative message on a respectful note.

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

Which of the following is the most effective close for a letter rejecting a job applicant?

Proactive companies use social media to engage with their stakeholders as a long-term strategy.

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

When you are refusing a routine request from someone in an established relationship,you

Negative messages about business transactions are designed to

When responding to rumors and countering negative information in a social media environment,a company should not

When you're planning a negative message,________ in order to minimize the damage to business relationships and encourage acceptance of your message.

With the increase in the use of social media,it is important to ________ those who don't follow the rules of ethical communication.

Professional Communication in a Digital, social, mobile World

Collaboration, interpersonal Communication, and Business Etiquette

Communication Challenges in a Diverse, global Marketplace

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Digital Channels

Writing Routine and Positive Messages

Writing Persuasive Messages

Planning Reports and Proposals

Writing Reports and Proposals

Completing Reports and Proposals

Developing and Delivering Business Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Handbook of Grammar, mechanics, and Usage

Filters