Question 1

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

Accepted Answer

The situation with recommendations in a

Question 2

Which one of the following is NOT an essential element of writing termination messages in the workplace?

Accepted Answer

A) Careful planning 
B) Sensitive writing 
C) Complete documentation 
D) Personal allegations 
E) Legal compliance 
A) Careful planning 
B) Sensitive writing 
C) Complete documentation 
D) Personal allegations 
E) Legal compliance

Question 3

Refusing a request to write a recommendation letter generally calls for using the indirect approach and a great deal of diplomacy.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following should be done when determining the appropriate response to a negative message posted on social media?

Accepted Answer

A) Correct the information 
B) Respond promptly to the comment 
C) Respond to all negative comments after researching the issue 
D) Take legal action against critics 
E) Hold an online conversation with the critic 
A) Correct the information 
B) Respond promptly to the comment 
C) Respond to all negative comments after researching the issue 
D) Take legal action against critics 
E) Hold an online conversation with the critic

Question 5

Discuss the advantages to engaging early and often when considering responding to negative messages.

Accepted Answer

The most important step in responding to

Question 6

If a customer makes an unreasonable claim against your company,there is no need for you to explain why you are rejecting it.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following should be included in a crisis management plan?
A)A list of all employees
B)An evaluation plan to disseminate information
C)A list of who is authorized to speak for the company
D)A file on ragers and trolls that seek to create conflict in the organization
E)Mutually identifiable relationships with stakeholders

Accepted Answer

A crisis management plan is a comprehens

Question 8

Consider the following statement: "Our profits,which have been disappointing,are only part of the total picture." This statement uses a ________ to deliver negative news.

Accepted Answer

A) mixed metaphor 
B) parenthetical expression 
C) deflective reference 
D) contingent modifier 
A) mixed metaphor 
B) parenthetical expression 
C) deflective reference 
D) contingent modifier

Question 9

The buffer of a negative message

Accepted Answer

A) should be neutral and noncontroversial. 
B) implicitly says no. 
C) is a form of apology. 
D) should be very vague about the subject of the message. 
E) should mention the bad news. 
A) should be neutral and noncontroversial. 
B) implicitly says no. 
C) is a form of apology. 
D) should be very vague about the subject of the message. 
E) should mention the bad news.

Question 10

You can use an agreement strategy to write an effective buffer statement if you

Accepted Answer

A) find an attribute or achievement to compliment. 
B) express sincere thanks for receiving something. 
C) demonstrate that you understand the reader's goals and needs. 
D) discover a point on which you and the reader share similar views. 
E) want to identify points where the reader should understand your view. 
A) find an attribute or achievement to compliment. 
B) express sincere thanks for receiving something. 
C) demonstrate that you understand the reader's goals and needs. 
D) discover a point on which you and the reader share similar views. 
E) want to identify points where the reader should understand your view.

Question 11

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) offer an opportunity to discuss the issue in person 
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) offer an opportunity to discuss the issue in person

Question 12

One of the primary goals of a negative message is to

Accepted Answer

A) sell products and services to unwilling customers. 
B) empathize with fellow employees. 
C) rally support for unpopular causes. 
D) gain acceptance for the bad news. 
E) offer alternative ways of achieving the desired outcome. 
A) sell products and services to unwilling customers. 
B) empathize with fellow employees. 
C) rally support for unpopular causes. 
D) gain acceptance for the bad news. 
E) offer alternative ways of achieving the desired outcome.

Question 13

If you choose to apologize in a negative message,you should

Accepted Answer

A) phrase the apology in a conditional manner ("If I have offended anyone ..."). 
B) imply that not all of the blame lies with you or your company. 
C) be sincere and make it a true apology. 
D) always demonstrate sincerity,but never accept blame. 
E) explain what the reader should do to avoid similar issues in the future. 
A) phrase the apology in a conditional manner ("If I have offended anyone ..."). 
B) imply that not all of the blame lies with you or your company. 
C) be sincere and make it a true apology. 
D) always demonstrate sincerity,but never accept blame. 
E) explain what the reader should do to avoid similar issues in the future.

Question 14

Since termination letters are highly controversial,you should never deliver them in person.

Accepted Answer

A) True 
 B)False

Question 15

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

Question 16

Which of the following is key to successfully managing communication efforts during a crisis?

Accepted Answer

A) Use whistle-blowers to share the news 
B) An active social media site 
C) An online crisis management plan 
D) Time to evaluate the negative message 
E) Monitoring the conversation 
A) Use whistle-blowers to share the news 
B) An active social media site 
C) An online crisis management plan 
D) Time to evaluate the negative message 
E) Monitoring the conversation

Question 17

Which of the following is the process of reporting unethical or illegal behavior within a company?

Accepted Answer

A) Buffering 
B) Whistle-blowing 
C) Defamation 
D) Goodwill 
E) Crisis management 
A) Buffering 
B) Whistle-blowing 
C) Defamation 
D) Goodwill 
E) Crisis management

Question 18

Use the direct approach for negative messages,if the message will have a relatively minor impact on the audience.

Accepted Answer

A) True 
 B)False

Question 19

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) offer advise on how to improve their interview skills. 
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) offer advise on how to improve their interview skills.

Question 20

Do all of the following EXCEPT ________ if you must refuse a claim.

Accepted Answer

A) show that you understand the claim 
B) argue heatedly for your point of view 
C) explain your refusal 
D) suggest alternative action 
A) show that you understand the claim 
B) argue heatedly for your point of view 
C) explain your refusal 
D) suggest alternative action

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

Which one of the following is NOT an essential element of writing termination messages in the workplace?

Refusing a request to write a recommendation letter generally calls for using the indirect approach and a great deal of diplomacy.

Which of the following should be done when determining the appropriate response to a negative message posted on social media?

Discuss the advantages to engaging early and often when considering responding to negative messages.

If a customer makes an unreasonable claim against your company,there is no need for you to explain why you are rejecting it.

Consider the following statement: "Our profits,which have been disappointing,are only part of the total picture." This statement uses a ________ to deliver negative news.

The buffer of a negative message

You can use an agreement strategy to write an effective buffer statement if you

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

One of the primary goals of a negative message is to

If you choose to apologize in a negative message,you should

Since termination letters are highly controversial,you should never deliver them in person.

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

Which of the following is key to successfully managing communication efforts during a crisis?

Which of the following is the process of reporting unethical or illegal behavior within a company?

Use the direct approach for negative messages,if the message will have a relatively minor impact on the audience.

A letter rejecting a job applicant should

Do all of the following EXCEPT ________ if you must refuse a claim.

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

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

Which one of the following is NOT an essential element of writing termination messages in the workplace?

Refusing a request to write a recommendation letter generally calls for using the indirect approach and a great deal of diplomacy.

Which of the following should be done when determining the appropriate response to a negative message posted on social media?

Discuss the advantages to engaging early and often when considering responding to negative messages.

If a customer makes an unreasonable claim against your company,there is no need for you to explain why you are rejecting it.

Consider the following statement: "Our profits,which have been disappointing,are only part of the total picture." This statement uses a ________ to deliver negative news.

The buffer of a negative message

You can use an agreement strategy to write an effective buffer statement if you

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

One of the primary goals of a negative message is to

If you choose to apologize in a negative message,you should

Since termination letters are highly controversial,you should never deliver them in person.

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

Which of the following is key to successfully managing communication efforts during a crisis?

Which of the following is the process of reporting unethical or illegal behavior within a company?

Use the direct approach for negative messages,if the message will have a relatively minor impact on the audience.

A letter rejecting a job applicant should

Do all of the following EXCEPT ________ if you must refuse a claim.

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