Question 1

Instead of announcing the bad news up front,you can open with a(n)________ to establish common ground with the reader.

Accepted Answer

A) humorous anecdote 
B) buffer statement 
C) diversionary tactic 
D) heartwarming story 
E) expression of appreciation 
A) humorous anecdote 
B) buffer statement 
C) diversionary tactic 
D) heartwarming story 
E) expression of appreciation

Question 2

Which of the following is one of the goals of analyzing a situation before conveying negative news?

Accepted Answer

A) Less acceptance of the message 
B) Improved future performance on the part of the sender 
C) Minimized damage to the business relationship 
D) Controlled context for the message 
E) A personal message to the recipient 
A) Less acceptance of the message 
B) Improved future performance on the part of the sender 
C) Minimized damage to the business relationship 
D) Controlled context for the message 
E) A personal message to the recipient

Question 3

How can an organization use the performance appraisal process to protect the company from claims of discriminatory practices?

Accepted Answer

A) By keeping the job descriptions up to date 
B) By requiring all appraisals be written in a subjective voice 
C) By requiring all appraisals be given using an indirect format 
D) By evaluating all employees consistently and fairly 
E) By giving key employees a review at least once per year 
A) By keeping the job descriptions up to date 
B) By requiring all appraisals be written in a subjective voice 
C) By requiring all appraisals be given using an indirect format 
D) By evaluating all employees consistently and fairly 
E) By giving key employees a review at least once per year

Question 4

Which of the following can be done to create a close to a message that is respectful to the audience?

Accepted Answer

A) Create some hope for future opportunities 
B) Explain why the news seems negative but can be helpful in the long term 
C) Include a statement of confidentiality 
D) Understand the impact the news is likely to have on the recipient 
E) Avoid offering alternative solutions 
A) Create some hope for future opportunities 
B) Explain why the news seems negative but can be helpful in the long term 
C) Include a statement of confidentiality 
D) Understand the impact the news is likely to have on the recipient 
E) Avoid offering alternative solutions

Question 5

The challenge of ________ is a direct result of the proliferation of social media and other communication technologies.

Accepted Answer

A) researching and developing new products and services 
B) communicating up and down a company's supply chain 
C) attracting and recruiting qualified applicants for employment 
D) responding to online rumors and attacks on a company's reputation 
E) avoiding unethical dilemmas at the workplace 
A) researching and developing new products and services 
B) communicating up and down a company's supply chain 
C) attracting and recruiting qualified applicants for employment 
D) responding to online rumors and attacks on a company's reputation 
E) avoiding unethical dilemmas at the workplace

Question 6

How can an organization encourage the value of whistle-blowing within the organization?

Accepted Answer

Employees who observe unethical or illeg

Question 7

Businesspeople rarely have to deliver negative news.

Accepted Answer

A) True 
 B)False

Question 8

Discuss steps to take before terminating an employee.

Accepted Answer

As with other negative employment messag

Question 9

Identify and discuss guidelines for making negative announcements.

Accepted Answer

First,match your approach to the situati

Question 10

If you do all of the following EXCEPT ________,you can close a negative message in a positive way.

Accepted Answer

A) build goodwill 
B) suggest alternative actions 
C) dwell on the bad news 
D) look toward the future 
A) build goodwill 
B) suggest alternative actions 
C) dwell on the bad news 
D) look toward the future

Question 11

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 12

When composing negative messages,don't use language that

Accepted Answer

A) conveys respect. 
B) avoids an accusing tone. 
C) protects your reader's pride. 
D) pinpoints the reader's shortcomings. 
E) considers the needs of the audience. 
A) conveys respect. 
B) avoids an accusing tone. 
C) protects your reader's pride. 
D) pinpoints the reader's shortcomings. 
E) considers the needs of the audience.

Question 13

Which of the following is necessary for the completion of the performance appraisal writing process,so that decisions about pay,promotion,or termination can be made?

Accepted Answer

A) Objective voice 
B) Identifying opportunities for improvement 
C) Up-to-date job descriptions 
D) Coaching 
E) Documentation 
A) Objective voice 
B) Identifying opportunities for improvement 
C) Up-to-date job descriptions 
D) Coaching 
E) Documentation

Question 14

When using the direct approach for a negative message,which of the following should open the message?

Accepted Answer

A) Reasons for the situation 
B) The bad news 
C) Reasons for the decision 
D) A positive statement of good will 
E) A statement of your desire to maintain a good relationship 
A) Reasons for the situation 
B) The bad news 
C) Reasons for the decision 
D) A positive statement of good will 
E) A statement of your desire to maintain a good relationship

Question 15

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) When you improve your skill set,please feel free to reapply. 
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) When you improve your skill set,please feel free to reapply.

Question 16

A poorly written buffer can

Accepted Answer

A) trivialize the reader's concerns. 
B) divert attention from the problem. 
C) mislead the reader into thinking your message actually contains good news. 
D) all of the above. 
A) trivialize the reader's concerns. 
B) divert attention from the problem. 
C) mislead the reader into thinking your message actually contains good news. 
D) all of the above.

Question 17

When you need to inform employees that a benefit or privilege will be eliminated

Accepted Answer

A) the best approach is to leak the news as a rumor rather than make a public announcement. 
B) minimize the impact of the bad news by presenting it in as positive a light as possible. 
C) use the direct approach. 
D) use as many hedging words as possible. 
E) develop a strong persuasive message highlighting the benefits of the change. 
A) the best approach is to leak the news as a rumor rather than make a public announcement. 
B) minimize the impact of the bad news by presenting it in as positive a light as possible. 
C) use the direct approach. 
D) use as many hedging words as possible. 
E) develop a strong persuasive message highlighting the benefits of the change.

Question 18

You are faced with informing your supervisor about massive production delays.Company policy dictates that you must provide this information in writing.What questions should you consider when deciding between the direct and indirect approaches for your message?

Accepted Answer

(1)Will the bad news come as a shock to

Question 19

As soon as a crisis hits,companies should set up a news center for company representatives and the media.Best practices for the news center will include all of the following EXCEPT

Accepted Answer

A) releasing contact information for everyone involved. 
B) having trained personnel on site around the clock. 
C) directing incoming inquires to a designated spokesperson. 
D) providing complete information packets to the media as soon as possible. 
A) releasing contact information for everyone involved. 
B) having trained personnel on site around the clock. 
C) directing incoming inquires to a designated spokesperson. 
D) providing complete information packets to the media as soon as possible.

Question 20

Which of the following is used to open messages when using the indirect approach?

Accepted Answer

A) Summary 
B) Bad news 
C) Conclusion 
D) Buffer 
E) Reasons 
A) Summary 
B) Bad news 
C) Conclusion 
D) Buffer 
E) Reasons

Instead of announcing the bad news up front,you can open with a(n)________ to establish common ground with the reader.

Which of the following is one of the goals of analyzing a situation before conveying negative news?

How can an organization use the performance appraisal process to protect the company from claims of discriminatory practices?

Which of the following can be done to create a close to a message that is respectful to the audience?

The challenge of ________ is a direct result of the proliferation of social media and other communication technologies.

How can an organization encourage the value of whistle-blowing within the organization?

Businesspeople rarely have to deliver negative news.

Discuss steps to take before terminating an employee.

Identify and discuss guidelines for making negative announcements.

If you do all of the following EXCEPT ________,you can close a negative message in a positive way.

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

When composing negative messages,don't use language that

Which of the following is necessary for the completion of the performance appraisal writing process,so that decisions about pay,promotion,or termination can be made?

When using the direct approach for a negative message,which of the following should open the message?

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

A poorly written buffer can

When you need to inform employees that a benefit or privilege will be eliminated

You are faced with informing your supervisor about massive production delays.Company policy dictates that you must provide this information in writing.What questions should you consider when deciding between the direct and indirect approaches for your message?

As soon as a crisis hits,companies should set up a news center for company representatives and the media.Best practices for the news center will include all of the following EXCEPT

Which of the following is used to open messages when using the indirect approach?

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

Instead of announcing the bad news up front,you can open with a(n)________ to establish common ground with the reader.

Which of the following is one of the goals of analyzing a situation before conveying negative news?

How can an organization use the performance appraisal process to protect the company from claims of discriminatory practices?

Which of the following can be done to create a close to a message that is respectful to the audience?

The challenge of ________ is a direct result of the proliferation of social media and other communication technologies.

How can an organization encourage the value of whistle-blowing within the organization?

Businesspeople rarely have to deliver negative news.

Discuss steps to take before terminating an employee.

Identify and discuss guidelines for making negative announcements.

If you do all of the following EXCEPT ________,you can close a negative message in a positive way.

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

When composing negative messages,don't use language that

Which of the following is necessary for the completion of the performance appraisal writing process,so that decisions about pay,promotion,or termination can be made?

When using the direct approach for a negative message,which of the following should open the message?

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

A poorly written buffer can

When you need to inform employees that a benefit or privilege will be eliminated

You are faced with informing your supervisor about massive production delays.Company policy dictates that you must provide this information in writing.What questions should you consider when deciding between the direct and indirect approaches for your message?

As soon as a crisis hits,companies should set up a news center for company representatives and the media.Best practices for the news center will include all of the following EXCEPT

Which of the following is used to open messages when using the indirect approach?

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