Question 1

When closing a negative message that has been developed in a direct format,the close of the message should remind the reader why they should continue to do business with your firm in the future.

Accepted Answer

A) True 
 B)False

Question 2

When using the indirect approach to deliver negative news,what does the message open with?

Accepted Answer

A) Neutral buffer 
B) Bad news 
C) Reasons for the decision 
D) Plan of action 
E) Positive statement aimed at maintaining a good relationship

Question 3

When delivering bad news to employees,which of the following would be the most appropriate channel of delivery?

Accepted Answer

A) Social networking site 
B) Email 
C) In person 
D) Via telephone 
E) Formal written documents

Question 4

When delivering negative news using the direct approach,how should the message end?

Accepted Answer

A) With a positive statement aimed at maintaining a good relationship with the audience 
B) With a reminder of the bad news 
C) With advice on how to prevent negative issues from arising in the future 
D) With a neutral close 
E) With a plan of action

Question 5

A good buffer needs to trivialize the reader's concerns.

Accepted Answer

A) True 
 B)False

Question 6

List and discuss the five goals to keep in mind when delivering bad news.

Accepted Answer

The answer of List and discuss the five goals to...

Question 7

To avoid being too blunt,a direct format bad news message should include which of the following in the opening paragraph?

Accepted Answer

A) A statement that establishes common ground with the reader 
B) The credentials of the writer 
C) The bad news in the most positive terms possible 
D) Why the decision was made 
E) A neutral buffer

Question 8

Which of the following is not a function of the performance review process?

Accepted Answer

A) Clarifying job requirements 
B) Documenting evidence of performance 
C) Announcing salary increases for the coming year 
D) Establishing a plan of action to ensure continued performance 
E) Communicating organizational values

Question 9

Which of the following is the best format when rejecting a job applicant?

Accepted Answer

A) Provide detailed explanations for the company's decision. 
B) Soften the sting of rejection by offering to reconsider the application at some point in the future. 
C) Avoid sharing any explanations for the company's decision. 
D) Provide detailed explanation about the qualifications of the person who was hired. 
E) Use an indirect format that implies future consideration.

Question 10

What should immediately follow the reasons for the decision when writing a bad news message using the indirect format?

Accepted Answer

A) A neutral buffer 
B) The bad news 
C) Contact information in the event the reader wants more information 
D) Information on what the reader can do to avoid similar bad news in the future 
E) An alternative to the bad news

Question 11

When refusing an applicant's direct request for a recommendation,which of the following is the best format?

Accepted Answer

A) The message should be detailed and indirect. 
B) The message should imply the refusal, suggest an alternative and use a polite close. 
C) The message should directly state the refusal, suggest an alternative and use a close that encourages questions if necessary. 
D) The message should be brief and direct. 
E) The message should be brief and indirectly imply the refusal.

Question 12

One-on-one conversations are viewed as more sensitive than written forms of communication.

Accepted Answer

A) True 
 B)False

Question 13

Delaying the delivery of the bad news can be illegal.

Accepted Answer

A) True 
 B)False

Question 14

What should be done before responding to comments made on social media sites?

Accepted Answer

A) Use an automated reputation analysis to better gauge consumer reaction. 
B) Respond based on a predetermined public relations plan. 
C) Evaluate the source, the tone and the content, and then choose a response that fits. 
D) Use anonymous responses to counteract the negative information, and then post a company response that supports the anonymous response. 
E) Contact the writer privately to determine the real source of discontent, and then post an appropriate response.

Question 15

When ending a message using the indirect format,what should be emphasized to the reader?

Accepted Answer

A) They should contact you if they have questions 
B) The decision can be reversed and is open to discussion 
C) Respect for the reader regardless of the decision 
D) Suggestions on how to improve the readers success in future endeavors 
E) The bad news

Question 16

The best way to increase credibility and survive online attacks is to do what?

Accepted Answer

A) Monitor conversations 
B) Evaluate all negative messages 
C) Respond appropriately 
D) Take legal action 
E) Engage stakeholder before negative information appears

Question 17

By giving affected groups as much time as possible to prepare and respond,what type of strategy is being used to minimize the negative announcement?

Accepted Answer

A) Matching the approach to the situation 
B) Considering the unique needs of each group 
C) Minimizing the element of surprise 
D) Allowing enough time to plan and manage the response 
E) Being open and transparent

Question 18

When developing bad news messages about transactions,what do many firms include in an attempt to repair the relationship?

Accepted Answer

A) An element of apology 
B) An explanation of what the customer should now expect 
C) An explanation of what is being done to resolve the situations 
D) An offer of a discount on future orders 
E) An explanation of what type of performance can be expected in the future

Question 19

Using a statement in the buffer such as "So that you can more easily find the printer with the features you need,we are enclosing a brochure that describes all the Epson printers currently available" is an indication of what?

Accepted Answer

A) Cooperation 
B) Fairness 
C) Good news 
D) Understanding 
E) Resale

Question 20

Because rumors and criticism can spread around the world in a matter of minutes,how should companies handle comments on social media sites?

Accepted Answer

A) Companies should respond on a case by case basis. 
B) Companies should respond only to positive comments. 
C) Companies should respond only to negative comments. 
D) Companies should consult the legal department and other experts before responding to comments. 
E) Companies should respond using the direct format for messages.

Exam 8: Writing Negative Messages

When closing a negative message that has been developed in a direct format,the close of the message should remind the reader why they should continue to do business with your firm in the future.

When using the indirect approach to deliver negative news,what does the message open with?

When delivering bad news to employees,which of the following would be the most appropriate channel of delivery?

When delivering negative news using the direct approach,how should the message end?

A good buffer needs to trivialize the reader's concerns.

List and discuss the five goals to keep in mind when delivering bad news.

To avoid being too blunt,a direct format bad news message should include which of the following in the opening paragraph?

Which of the following is not a function of the performance review process?

Which of the following is the best format when rejecting a job applicant?

What should immediately follow the reasons for the decision when writing a bad news message using the indirect format?

When refusing an applicant's direct request for a recommendation,which of the following is the best format?

One-on-one conversations are viewed as more sensitive than written forms of communication.

Delaying the delivery of the bad news can be illegal.

What should be done before responding to comments made on social media sites?

When ending a message using the indirect format,what should be emphasized to the reader?

The best way to increase credibility and survive online attacks is to do what?

By giving affected groups as much time as possible to prepare and respond,what type of strategy is being used to minimize the negative announcement?

When developing bad news messages about transactions,what do many firms include in an attempt to repair the relationship?

Using a statement in the buffer such as "So that you can more easily find the printer with the features you need,we are enclosing a brochure that describes all the Epson printers currently available" is an indication of what?

Because rumors and criticism can spread around the world in a matter of minutes,how should companies handle comments on social media sites?