Question 1

To avoid awkward situations,it is best to deliver bad news for employees in writing whenever possible.

Accepted Answer

A) True 
 B)False

Question 2

A crisis management plan should

Accepted Answer

A) define operational procedures and outline communication tasks and responsibilities. 
B) make provisions for concealing operational issues from the news media. 
C) avoid limitations on who is authorized to speak on behalf of the company. 
D) never include contact information for key executives and personnel. 
E) be developed immediately after a crisis has occurred. 
A) define operational procedures and outline communication tasks and responsibilities. 
B) make provisions for concealing operational issues from the news media. 
C) avoid limitations on who is authorized to speak on behalf of the company. 
D) never include contact information for key executives and personnel. 
E) be developed immediately after a crisis has occurred.

Question 3

A(n)________ defines operational procedures,outlines communication tasks,and sets responsibilities during a crisis.

Accepted Answer

A) disaster worksheet 
B) crisis management plan 
C) emergency succession plan 
D) business vulnerability assessment 
E) leadership plan 
A) disaster worksheet 
B) crisis management plan 
C) emergency succession plan 
D) business vulnerability assessment 
E) leadership plan

Question 4

To avoid being accused of defamation,you should

Accepted Answer

A) refuse to communicate with unhappy clients. 
B) make it clear to disgruntled customers that you refuse to be intimidated. 
C) avoid any kind of behavior that could be considered abusive. 
D) frequently refer to company policy. 
E) have all clients sign a release from liability. 
A) refuse to communicate with unhappy clients. 
B) make it clear to disgruntled customers that you refuse to be intimidated. 
C) avoid any kind of behavior that could be considered abusive. 
D) frequently refer to company policy. 
E) have all clients sign a release from liability.

Question 5

When you must deliver negative messages in the workplace,strive to maintain high standards of ethics and etiquette because

Accepted Answer

A) laws and regulations dictate content and delivery of many business messages. 
B) negative messages can have a significant impact on the lives of those who receive them. 
C) negative messages contain emotional content for both senders and receivers. 
D) all of the above. 
A) laws and regulations dictate content and delivery of many business messages. 
B) negative messages can have a significant impact on the lives of those who receive them. 
C) negative messages contain emotional content for both senders and receivers. 
D) all of the above.

Question 6

Discuss the purpose of performance reviews.

Accepted Answer

Performance reviews are designed to clar

Question 7

Why is using the indirect approach usually better when refusing claims and requests for adjustments?

Accepted Answer

A) It is quicker and easier to write 
B) You can include an apology and offer discounts on future transactions 
C) You don't have to include an apology 
D) The customer is likely to be emotionally involved 
E) There will be a stronger indication the issue is closed 
A) It is quicker and easier to write 
B) You can include an apology and offer discounts on future transactions 
C) You don't have to include an apology 
D) The customer is likely to be emotionally involved 
E) There will be a stronger indication the issue is closed

Question 8

Which one of the following would be the most effective way to open an indirect message that delivers bad news to someone who applied for a summer internship?

Accepted Answer

A) Please accept my apology for having to deliver bad news. 
B) We have rejected your application for the summer internship. 
C) Your résumé clearly shows why you're interested in a summer internship. 
D) We are unable to consider your résumé and application letter at this time. 
A) Please accept my apology for having to deliver bad news. 
B) We have rejected your application for the summer internship. 
C) Your résumé clearly shows why you're interested in a summer internship. 
D) We are unable to consider your résumé and application letter at this time.

Question 9

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

Accepted Answer

The opening should start with a clear st

Question 10

List three techniques for deemphasizing bad news.

Accepted Answer

Three methods for deemphasizing bad news

Question 11

Discuss the effective use of a buffer when using the indirect format for writing a negative message.

Accepted Answer

Messages using the indirect approach ope

Question 12

When you deliver negative messages,you

Accepted Answer

A) should always begin with a buffer. 
B) should not include reasons for the decision or information. 
C) should use language that conveys respect. 
D) can expect your audience to be offended. 
E) should always avoid specific statements of bad news. 
A) should always begin with a buffer. 
B) should not include reasons for the decision or information. 
C) should use language that conveys respect. 
D) can expect your audience to be offended. 
E) should always avoid specific statements of bad news.

Question 13

According to your textbook,which of the following techniques is a best practice for delivering bad news?

Accepted Answer

A) Maximize the space devoted to it. 
B) Make the bad news seem trivial. 
C) Withhold important information. 
D) Deemphasize it visually and grammatically. 
A) Maximize the space devoted to it. 
B) Make the bad news seem trivial. 
C) Withhold important information. 
D) Deemphasize it visually and grammatically.

Question 14

Which of the following will help when handling a crisis?

Accepted Answer

A) Identifying favorite media representatives 
B) Telling the whole story,completely and honestly 
C) Discussing products and services the company makes that will be used during the crisis 
D) Identifying and blaming the source of the crisis 
E) Refusing to answer questions until the crisis is resolved 
A) Identifying favorite media representatives 
B) Telling the whole story,completely and honestly 
C) Discussing products and services the company makes that will be used during the crisis 
D) Identifying and blaming the source of the crisis 
E) Refusing to answer questions until the crisis is resolved

Question 15

Discuss guidelines for writing an effective,respectful close when using the indirect approach for negative news.

Accepted Answer

As with the direct approach,the close in

Question 16

Discuss why ethics and etiquette are important when writing bad news messages.

Accepted Answer

All business messages demand attention t

Question 17

Which of the following is an advantage to using an indirect approach for negative messages?

Accepted Answer

A) The bad news will be obscured 
B) The reader is more prepared for the bad news 
C) The writer can limit their responsibility for the bad news 
D) The bad news will be delayed,and therefore minimized 
E) The reader is likely to overlook the bad news 
A) The bad news will be obscured 
B) The reader is more prepared for the bad news 
C) The writer can limit their responsibility for the bad news 
D) The bad news will be delayed,and therefore minimized 
E) The reader is likely to overlook the bad news

Question 18

Your communication goals do NOT include ________ if you're sending bad news about transactions.

Accepted Answer

A) modifying the customer's expectations 
B) explaining your plan for resolving the situation 
C) repairing any damage to the business relationship 
D) pinpointing what the customer did wrong 
A) modifying the customer's expectations 
B) explaining your plan for resolving the situation 
C) repairing any damage to the business relationship 
D) pinpointing what the customer did wrong

Question 19

Which of the following is important to include in the close of a message when you are responding after a mistake was made by your organization?

Accepted Answer

A) Clear identification of who made the mistake 
B) Assurance the error will never happen again 
C) A reminder of the bad news 
D) Reasons for the decision 
E) A description of actions taken to avoid similar mistakes 
A) Clear identification of who made the mistake 
B) Assurance the error will never happen again 
C) A reminder of the bad news 
D) Reasons for the decision 
E) A description of actions taken to avoid similar mistakes

Question 20

Define and discuss performance reviews.

Accepted Answer

Performance reviews clarify job requirem

To avoid awkward situations,it is best to deliver bad news for employees in writing whenever possible.

A crisis management plan should

A(n)________ defines operational procedures,outlines communication tasks,and sets responsibilities during a crisis.

To avoid being accused of defamation,you should

When you must deliver negative messages in the workplace,strive to maintain high standards of ethics and etiquette because

Discuss the purpose of performance reviews.

Why is using the indirect approach usually better when refusing claims and requests for adjustments?

Which one of the following would be the most effective way to open an indirect message that delivers bad news to someone who applied for a summer internship?

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

List three techniques for deemphasizing bad news.

Discuss the effective use of a buffer when using the indirect format for writing a negative message.

When you deliver negative messages,you

According to your textbook,which of the following techniques is a best practice for delivering bad news?

Which of the following will help when handling a crisis?

Discuss guidelines for writing an effective,respectful close when using the indirect approach for negative news.

Discuss why ethics and etiquette are important when writing bad news messages.

Which of the following is an advantage to using an indirect approach for negative messages?

Your communication goals do NOT include ________ if you're sending bad news about transactions.

Which of the following is important to include in the close of a message when you are responding after a mistake was made by your organization?

Define and discuss performance reviews.

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

To avoid awkward situations,it is best to deliver bad news for employees in writing whenever possible.

A crisis management plan should

A(n)________ defines operational procedures,outlines communication tasks,and sets responsibilities during a crisis.

To avoid being accused of defamation,you should

When you must deliver negative messages in the workplace,strive to maintain high standards of ethics and etiquette because

Discuss the purpose of performance reviews.

Why is using the indirect approach usually better when refusing claims and requests for adjustments?

Which one of the following would be the most effective way to open an indirect message that delivers bad news to someone who applied for a summer internship?

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

List three techniques for deemphasizing bad news.

Discuss the effective use of a buffer when using the indirect format for writing a negative message.

When you deliver negative messages,you

According to your textbook,which of the following techniques is a best practice for delivering bad news?

Which of the following will help when handling a crisis?

Discuss guidelines for writing an effective,respectful close when using the indirect approach for negative news.

Discuss why ethics and etiquette are important when writing bad news messages.

Which of the following is an advantage to using an indirect approach for negative messages?

Your communication goals do NOT include ________ if you're sending bad news about transactions.

Which of the following is important to include in the close of a message when you are responding after a mistake was made by your organization?

Define and discuss performance reviews.

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