Question 1

In which way do performance reviews help an employee develop a personal plan to ensure continued performance?

Accepted Answer

A) By documenting evidence of performance 
B) By clarifying job requirements 
C) By eliminating the need for disciplinary action 
D) To avoid disputes about pay and promotions 
E) To identify areas of greatest interest to the employee 
A) By documenting evidence of performance 
B) By clarifying job requirements 
C) By eliminating the need for disciplinary action 
D) To avoid disputes about pay and promotions 
E) To identify areas of greatest interest to the employee B

Question 2

If you have to compose a negative message,keep in mind that your audience will be indifferent to what you have to say.

Accepted Answer

A) True 
 B)False  False

Question 3

What are your five main goals when delivering bad news?

Accepted Answer

In any negative message,your main goals are to (1)convey the bad news,(2)gain acceptance for it,(3)maintain as much goodwill as possible,(4)maintain a good image for your organization,and (5)(if appropriate)reduce or eliminate the need for future correspondence on the matter.

Question 4

If you're using the direct approach to deliver a negative message

Accepted Answer

A) save the bad news for last. 
B) state the bad news at the beginning. 
C) embed the bad news in a parenthetical expression. 
D) subordinate the bad news in a compound sentence. 
E) avoid mentioning the bad news entirely. 
A) save the bad news for last. 
B) state the bad news at the beginning. 
C) embed the bad news in a parenthetical expression. 
D) subordinate the bad news in a compound sentence. 
E) avoid mentioning the bad news entirely.

Question 5

Which of the following is a neutral statement that establishes common ground with the reader without revealing the main idea of the message?

Accepted Answer

A) Ethics statement 
B) Obscuring 
C) Audience orientation 
D) Close 
E) Buffer 
A) Ethics statement 
B) Obscuring 
C) Audience orientation 
D) Close 
E) Buffer

Question 6

Which of the following is considered to be the most important step in preparing to respond to negative information on social media?

Accepted Answer

A) Monitor the conversation before responding 
B) Evaluate negative messages before responding 
C) Respond quickly and ethically 
D) Offer a reasonable solution to make customers happy 
E) Engage with stakeholders as part of a long-term strategy 
A) Monitor the conversation before responding 
B) Evaluate negative messages before responding 
C) Respond quickly and ethically 
D) Offer a reasonable solution to make customers happy 
E) Engage with stakeholders as part of a long-term strategy

Question 7

Which of the following should be avoided when closing a negative news message?

Accepted Answer

A) Optimism 
B) Uncertain conclusions 
C) Final decisions 
D) Sincerity 
E) Available alternatives 
A) Optimism 
B) Uncertain conclusions 
C) Final decisions 
D) Sincerity 
E) Available alternatives

Question 8

Which of the following should be placed immediately after a direct opening?

Accepted Answer

A) Positive alternatives to the news 
B) A list of those affected by the news 
C) An apology 
D) Reasons for future decisions 
E) An explanation of why the news is negative 
A) Positive alternatives to the news 
B) A list of those affected by the news 
C) An apology 
D) Reasons for future decisions 
E) An explanation of why the news is negative

Question 9

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) show the audience other goods or services your organization can provide. 
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) show the audience other goods or services your organization can provide.

Question 10

Performance reviews in the workplace are designed to

Accepted Answer

A) clarify job requirements. 
B) give employees feedback on their performance. 
C) promote personal action plans for improving performance. 
D) all of the above. 
A) clarify job requirements. 
B) give employees feedback on their performance. 
C) promote personal action plans for improving performance. 
D) all of the above.

Question 11

Which of the following is an advantage to using the direct approach when refusing routine requests?

Accepted Answer

A) It offers advice about how the audience can pursue other possibilities 
B) High stakes issues become less important 
C) The audience can modify their expectations of you 
D) It is easier to establish a profession tone for the message 
E) The audience gets their answer quickly 
A) It offers advice about how the audience can pursue other possibilities 
B) High stakes issues become less important 
C) The audience can modify their expectations of you 
D) It is easier to establish a profession tone for the message 
E) The audience gets their answer quickly

Question 12

In which section of an indirect message should you provide information that will lead the audience to the negative news?

Accepted Answer

A) Buffer 
B) Opening section 
C) After the bad news 
D) The explanation 
E) Close 
A) Buffer 
B) Opening section 
C) After the bad news 
D) The explanation 
E) Close

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

What four guidelines should you follow in writing effective closings to negative messages?

Accepted Answer

(1)Avoid a negative or uncertain conclus

Question 15

Suppose you're a manager who has to write performance reviews.What can you do to help you prepare for writing a review that includes negative information?

Accepted Answer

If you need to write a review that inclu

Question 16

Which of the following will help to take some of the sting out of bad news,helping your reader accept the decision?

Accepted Answer

A) Avoiding positive words and replacing with negative ones 
B) Using an accusing tone 
C) Telling the reader how to avoid the issue in the future 
D) Explaining your qualifications 
E) Writing clearly and with sensitivity 
A) Avoiding positive words and replacing with negative ones 
B) Using an accusing tone 
C) Telling the reader how to avoid the issue in the future 
D) Explaining your qualifications 
E) Writing clearly and with sensitivity

Question 17

Which approach to bad news should be taken if the news is particularly important or consequential to the reader?

Accepted Answer

A) Indirect 
B) Persuasive 
C) Leading 
D) Direct 
E) Routine 
A) Indirect 
B) Persuasive 
C) Leading 
D) Direct 
E) Routine

Question 18

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) praising competitive applicants. 
D) apologizing for wasting the person's time. 
E) promising to hire them for the next available position. 
A) expressing appreciation for his or her application. 
B) mentioning the qualifications of the person who was hired. 
C) praising competitive applicants. 
D) apologizing for wasting the person's time. 
E) promising to hire them for the next available position.

Question 19

Which approach to bad news should be taken if you want to get the reader's attention immediately?

Accepted Answer

A) Indirect 
B) Persuasive 
C) Leading 
D) Direct 
E) Complicated 
A) Indirect 
B) Persuasive 
C) Leading 
D) Direct 
E) Complicated

Question 20

When closing a negative message on a respectful note,what types of statements should be avoided?

Accepted Answer

A) Those that create false hopes 
B) Those that use positive language 
C) Those that include alternative solutions 
D) Those that offer an apology when you have done nothing wrong 
E) Those that indicate how the organization plans to avoid the error in the future 
A) Those that create false hopes 
B) Those that use positive language 
C) Those that include alternative solutions 
D) Those that offer an apology when you have done nothing wrong 
E) Those that indicate how the organization plans to avoid the error in the future

In which way do performance reviews help an employee develop a personal plan to ensure continued performance?

If you have to compose a negative message,keep in mind that your audience will be indifferent to what you have to say.

What are your five main goals when delivering bad news?

If you're using the direct approach to deliver a negative message

Which of the following is a neutral statement that establishes common ground with the reader without revealing the main idea of the message?

Which of the following is considered to be the most important step in preparing to respond to negative information on social media?

Which of the following should be avoided when closing a negative news message?

Which of the following should be placed immediately after a direct opening?

Negative messages about business transactions are designed to

Performance reviews in the workplace are designed to

Which of the following is an advantage to using the direct approach when refusing routine requests?

In which section of an indirect message should you provide information that will lead the audience to the negative news?

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

What four guidelines should you follow in writing effective closings to negative messages?

Suppose you're a manager who has to write performance reviews.What can you do to help you prepare for writing a review that includes negative information?

Which of the following will help to take some of the sting out of bad news,helping your reader accept the decision?

Which approach to bad news should be taken if the news is particularly important or consequential to the reader?

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

Which approach to bad news should be taken if you want to get the reader's attention immediately?

When closing a negative message on a respectful note,what types of statements should be avoided?

Understanding the Foundations of Business Communications

Collaboration,Interpersonal Communication,and Business Etiquette

Communication Challenges in a Diverse,Global Marketplace

Planning Business Messages

Writing Business Messages

Completing Business Messages

Digital Media

Social Media

Visual Media

Writing Routine and Positive Messages

Writing Persuasive Messages

Finding,Evaluating,and Processing Information

Planning Reports and Proposals

Writing and Completing Reports and Proposals

Developing Presentations in a Social Media Environment

Enhancing Presentations with Slides and Other Visuals

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Filters

Exam 11: Writing Negative Messages

In which way do performance reviews help an employee develop a personal plan to ensure continued performance?

If you have to compose a negative message,keep in mind that your audience will be indifferent to what you have to say.

What are your five main goals when delivering bad news?

If you're using the direct approach to deliver a negative message

Which of the following is a neutral statement that establishes common ground with the reader without revealing the main idea of the message?

Which of the following is considered to be the most important step in preparing to respond to negative information on social media?

Which of the following should be avoided when closing a negative news message?

Which of the following should be placed immediately after a direct opening?

Negative messages about business transactions are designed to

Performance reviews in the workplace are designed to

Which of the following is an advantage to using the direct approach when refusing routine requests?

In which section of an indirect message should you provide information that will lead the audience to the negative news?

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

What four guidelines should you follow in writing effective closings to negative messages?

Suppose you're a manager who has to write performance reviews.What can you do to help you prepare for writing a review that includes negative information?

Which of the following will help to take some of the sting out of bad news,helping your reader accept the decision?

Which approach to bad news should be taken if the news is particularly important or consequential to the reader?

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

Which approach to bad news should be taken if you want to get the reader's attention immediately?

When closing a negative message on a respectful note,what types of statements should be avoided?

Understanding the Foundations of Business Communications

Collaboration,Interpersonal Communication,and Business Etiquette

Communication Challenges in a Diverse,Global Marketplace

Planning Business Messages

Writing Business Messages

Completing Business Messages

Digital Media

Social Media

Visual Media

Writing Routine and Positive Messages

Writing Persuasive Messages

Finding,Evaluating,and Processing Information

Planning Reports and Proposals

Writing and Completing Reports and Proposals

Developing Presentations in a Social Media Environment

Enhancing Presentations with Slides and Other Visuals

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Filters