Question 1

You should respond to negative messages on social media ________.

Accepted Answer

A)  immediately and spontaneously 
B)  by addressing each and every rumour and negative information 
C)  after the information has ceased to be news 
D)  after careful evaluation 
A)  immediately and spontaneously 
B)  by addressing each and every rumour and negative information 
C)  after the information has ceased to be news 
D)  after careful evaluation D

Question 2

Which of the following is a guideline to follow when sending negative organizational news?

Accepted Answer

A)  Add an element of surprise whenever possible. 
B)  Always use a buffer to prepare readers for the bad news. 
C)  Try to use the situation to your organization's advantage by offering encouragement to those around you. 
D)  Close with a clear expression of optimism. 
A)  Add an element of surprise whenever possible. 
B)  Always use a buffer to prepare readers for the bad news. 
C)  Try to use the situation to your organization's advantage by offering encouragement to those around you. 
D)  Close with a clear expression of optimism. C

Question 3

Which of the following is a guideline for refusing claims?

Accepted Answer

A)  Use the indirect approach in most such instances. 
B)  Maintain a personal and intimate tone to build rapport. 
C)  Apologize sincerely for the negative answer. 
D)  Don't offer alternative solutions as that is unethical. 
A)  Use the indirect approach in most such instances. 
B)  Maintain a personal and intimate tone to build rapport. 
C)  Apologize sincerely for the negative answer. 
D)  Don't offer alternative solutions as that is unethical. A

Question 4

A poorly written buffer might do all of the following EXCEPT ________.

Accepted Answer

A)  trivialize the reader's concerns 
B)  come across an insincere and trite 
C)  introduce the general subject matter 
D)  divert attention from the problem with insincere flattery or irrelevant material 
A)  trivialize the reader's concerns 
B)  come across an insincere and trite 
C)  introduce the general subject matter 
D)  divert attention from the problem with insincere flattery or irrelevant material

Question 5

You should use the indirect approach in most instances of refusing a claim.

Accepted Answer

A) True 
 B)False

Question 6

When using the direct approach to deliver bad news,the body of your message should include ________.

Accepted Answer

A)  an action step for ways to change or lessen the bad news 
B)  a clear statement of the bad news 
C)  reasons for the decision 
D)  all of the above 
A)  an action step for ways to change or lessen the bad news 
B)  a clear statement of the bad news 
C)  reasons for the decision 
D)  all of the above

Question 7

What is the best medium to deliver bad news?

Accepted Answer

A)  In person 
B)  By phone 
C)  By email 
D)  On the company's internal website 
A)  In person 
B)  By phone 
C)  By email 
D)  On the company's internal website

Question 8

Which of the following is true about refusing claims and requests for adjustment?

Accepted Answer

A)  You should always accept responsibility for the negative answer. 
B)  You must resist the temptation to call the other party dishonest or incompetent. 
C)  You should clearly point out the customer's mistakes to him. 
D)  The direct approach is usually the better choice for this purpose. 
A)  You should always accept responsibility for the negative answer. 
B)  You must resist the temptation to call the other party dishonest or incompetent. 
C)  You should clearly point out the customer's mistakes to him. 
D)  The direct approach is usually the better choice for this purpose.

Question 9

When done poorly,the indirect approach can be disrespectful and even unethical.

Accepted Answer

A) True 
 B)False

Question 10

Describe the three techniques for saying no as clearly and kindly as possible.

Accepted Answer

1.De-emphasize the bad news-devote less

Question 11

You should always apologize when delivering bad news.

Accepted Answer

A) True 
 B)False

Question 12

Ethan is developing a message to communicate to a job applicant that he is not being offered the job since he lacks the appropriate experience.Which of the following lines reflects the most effective way of making a clear statement of the bad news if Ethan chooses to organize the message using the indirect method?

Accepted Answer

A)  We have decided that we need someone with at least two years of project management experience for this position. 
B)  We regret to inform you that we will not be offering you this job. 
C)  You have not been selected for filling this position since this job requires at least two years of project management experience. 
D)  We must deny your application for this position because we looking for someone with at least two years of project management experience. 
A)  We have decided that we need someone with at least two years of project management experience for this position. 
B)  We regret to inform you that we will not be offering you this job. 
C)  You have not been selected for filling this position since this job requires at least two years of project management experience. 
D)  We must deny your application for this position because we looking for someone with at least two years of project management experience.

Question 13

A good buffer establishes ________ with the reader.

Accepted Answer

The answer of A good buffer establishes ________ with the...

Question 14

In a negative message using the indirect approach,the buffer in the opening is immediately followed by an ________.

Accepted Answer

The answer of In a negative message using the indirect...

Question 15

The ________ approach to organizing negative messages opens with the reasons behind the bad news before presenting the bad news itself.

Accepted Answer

A)  indirect 
B)  short 
C)  direct 
D)  informal 
A)  indirect 
B)  short 
C)  direct 
D)  informal

Question 16

When conveying negative organizational news,you should ________.

Accepted Answer

A)  utilize the element of surprise to buy time to prepare a response 
B)  use face-to-face communication, not electronic communication 
C)  ideally use the direct approach 
D)  consider the unique needs of every group 
A)  utilize the element of surprise to buy time to prepare a response 
B)  use face-to-face communication, not electronic communication 
C)  ideally use the direct approach 
D)  consider the unique needs of every group

Question 17

When refusing claims,use the ________ approach in most instances.

Accepted Answer

The answer of When refusing claims,use the ________ approach in...

Question 18

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

Accepted Answer

A)  Put the bad news as the main clause of a compound or complex sentence. 
B)  Use parenthetical expressions to frame the bad news. 
C)  Maximize the space or time devoted to the bad news. 
D)  Put the bad news in the beginning or end of a paragraph. 
A)  Put the bad news as the main clause of a compound or complex sentence. 
B)  Use parenthetical expressions to frame the bad news. 
C)  Maximize the space or time devoted to the bad news. 
D)  Put the bad news in the beginning or end of a paragraph.

Question 19

Should you apologize when delivering bad news? Point out two types of negative messages where an apology should be considered and two types of negative messages where an apology need not be offered.What,would you say,is the rationale behind choosing either course of action in these examples?

Accepted Answer

(Answers may vary.)
The decision whether

Question 20

An increasing number of managers are using the medium of ________ to deliver negative messages to their employees when it is not usually the best option.

Accepted Answer

The answer of An increasing number of managers are using...

You should respond to negative messages on social media ________.

Which of the following is a guideline to follow when sending negative organizational news?

Which of the following is a guideline for refusing claims?

A poorly written buffer might do all of the following EXCEPT ________.

You should use the indirect approach in most instances of refusing a claim.

When using the direct approach to deliver bad news,the body of your message should include ________.

What is the best medium to deliver bad news?

Which of the following is true about refusing claims and requests for adjustment?

When done poorly,the indirect approach can be disrespectful and even unethical.

Describe the three techniques for saying no as clearly and kindly as possible.

You should always apologize when delivering bad news.

A good buffer establishes ________ with the reader.

In a negative message using the indirect approach,the buffer in the opening is immediately followed by an ________.

The ________ approach to organizing negative messages opens with the reasons behind the bad news before presenting the bad news itself.

When conveying negative organizational news,you should ________.

When refusing claims,use the ________ approach in most instances.

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

Should you apologize when delivering bad news? Point out two types of negative messages where an apology should be considered and two types of negative messages where an apology need not be offered.What,would you say,is the rationale behind choosing either course of action in these examples?

An increasing number of managers are using the medium of ________ to deliver negative messages to their employees when it is not usually the best option.

Understanding Business Communication in Today's Workplace

Mastering Team Skills and Interpersonal Communication

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

Writing Routine and Positive Messages

Writing Persuasive Messages

Understanding and Planning Reports and Proposals

Writing and Completing Reports and Proposals

Developing Oral and Online Presentations

Building Careers and Writing Resumés

Applying and Interviewing for Employment

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Exam 8: Writing Negative Messages

You should respond to negative messages on social media ________.

Which of the following is a guideline to follow when sending negative organizational news?

Which of the following is a guideline for refusing claims?

A poorly written buffer might do all of the following EXCEPT ________.

You should use the indirect approach in most instances of refusing a claim.

When using the direct approach to deliver bad news,the body of your message should include ________.

What is the best medium to deliver bad news?

Which of the following is true about refusing claims and requests for adjustment?

When done poorly,the indirect approach can be disrespectful and even unethical.

Describe the three techniques for saying no as clearly and kindly as possible.

You should always apologize when delivering bad news.

A good buffer establishes ________ with the reader.

In a negative message using the indirect approach,the buffer in the opening is immediately followed by an ________.

The ________ approach to organizing negative messages opens with the reasons behind the bad news before presenting the bad news itself.

When conveying negative organizational news,you should ________.

When refusing claims,use the ________ approach in most instances.

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

Should you apologize when delivering bad news? Point out two types of negative messages where an apology should be considered and two types of negative messages where an apology need not be offered.What,would you say,is the rationale behind choosing either course of action in these examples?

An increasing number of managers are using the medium of ________ to deliver negative messages to their employees when it is not usually the best option.

Understanding Business Communication in Today's Workplace

Mastering Team Skills and Interpersonal Communication

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

Writing Routine and Positive Messages

Writing Persuasive Messages

Understanding and Planning Reports and Proposals

Writing and Completing Reports and Proposals

Developing Oral and Online Presentations

Building Careers and Writing Resumés

Applying and Interviewing for Employment

Filters