Question 1

If you have to say "no," you should always ________.

Accepted Answer

A)  pull back from communicating 
B)  deliver it directly 
C)  explain the reasons 
D)  do all of the above 
A)  pull back from communicating 
B)  deliver it directly 
C)  explain the reasons 
D)  do all of the above

Question 2

A negative message using the ________ approach opens with the bad news,proceeds to the reasons for the situation or the decision,and ends with a positive statement aimed at maintaining a good relationship with the audience.

Accepted Answer

The answer of A negative message using the ________ approach...

Question 3

Many provinces and territories have laws that specifically prevent expressions of sympathy from being used as evidence of legal liability.

Accepted Answer

A) True 
 B)False

Question 4

Himani,a manager at a large hotel and convention center,has drafted the following message to inform a customer that the ballroom that he wanted to rent for a company party is not available for the dates he had requested,but that larger ballrooms are available.
Using the general guidelines for writing negative messages,rewrite this message so that it is more effective in taking the sting out of the bad news,ensuring its acceptance,and in maintaining goodwill.
We regret to inform you that Ballroom A,which you had requested for an office party on 6 June,2011,is not available.However,other ballrooms are available,except that they are much larger.Please contact me at 555-123-7891 for more information or to make a booking.

Accepted Answer

In order to ensure acceptance of negativ

Question 5

You should use the indirect approach to organize negative news messages when ________.

Accepted Answer

A)  you need to get the reader's attention 
B)  the reader has an emotional investment in the situation 
C)  the situation is routine or minor 
D)  the audience prefers short messages that get right to the point 
A)  you need to get the reader's attention 
B)  the reader has an emotional investment in the situation 
C)  the situation is routine or minor 
D)  the audience prefers short messages that get right to the point

Question 6

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)  Subordinate the bad news in a compound or complex sentence. 
B)  Avoid putting the bad news in parenthetical expressions. 
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)  Subordinate the bad news in a compound or complex sentence. 
B)  Avoid putting the bad news in parenthetical expressions. 
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 7

In which of the following situations is it appropriate to use the indirect approach to organize negative news messages?

Accepted Answer

A)  You need to immediately get the reader's attention. 
B)  You value the relationship you have with the audience. 
C)  The news is not likely to seriously impact the audience. 
D)  The audience does not have the time to read long, rambling messages. 
A)  You need to immediately get the reader's attention. 
B)  You value the relationship you have with the audience. 
C)  The news is not likely to seriously impact the audience. 
D)  The audience does not have the time to read long, rambling messages.

Question 8

Which of the following is true regarding social media and other communication technologies in a social media environment?

Accepted Answer

A)  Companies should limit their online presence to prevent online attacks and malicious campaigns. 
B)  Customers who feel they have been treated unfairly like these sites because they can use the public exposure as leverage. 
C)  Companies should respond to each and every rumour or negative information that appears in social media. 
D)  Customers that voice their negative opinions in a social media environment can easily be erased from the sites. 
A)  Companies should limit their online presence to prevent online attacks and malicious campaigns. 
B)  Customers who feel they have been treated unfairly like these sites because they can use the public exposure as leverage. 
C)  Companies should respond to each and every rumour or negative information that appears in social media. 
D)  Customers that voice their negative opinions in a social media environment can easily be erased from the sites.

Question 9

Which of the following statements about using the direct approach in negative messages is true?

Accepted Answer

A)  The closing of the message should reiterate the bad news. 
B)  Direct messages take longer to write, and readers need more time to reach the main idea of the message. 
C)  One should always offer a sincere apology in the closing of the message. 
D)  The extent of your explanation for the negative news depends on the nature of the news and your relationship with the reader. 
A)  The closing of the message should reiterate the bad news. 
B)  Direct messages take longer to write, and readers need more time to reach the main idea of the message. 
C)  One should always offer a sincere apology in the closing of the message. 
D)  The extent of your explanation for the negative news depends on the nature of the news and your relationship with the reader.

Question 10

Responding effectively to rumours and negative information in a social media environment requires companies to continually engage with ________.

Accepted Answer

The answer of Responding effectively to rumours and negative information...

Question 11

Briefly describe the eight types of buffers.

Accepted Answer

1.Agreement-Find a point on which you an

Question 12

Which of the following is a guideline for responding effectively to rumours and negative information in a social media environment?

Accepted Answer

A)  Limit your online presence to prevent online attacks and malicious campaigns. 
B)  Respond appropriately after you have assessed the negative message and you have made an effective response based on the overall public relations plan. 
C)  Respond to each and every rumour or piece of negative information that appears in social media. 
D)  Wait until a negative situation occurs to engage with customers in a social media environment. 
A)  Limit your online presence to prevent online attacks and malicious campaigns. 
B)  Respond appropriately after you have assessed the negative message and you have made an effective response based on the overall public relations plan. 
C)  Respond to each and every rumour or piece of negative information that appears in social media. 
D)  Wait until a negative situation occurs to engage with customers in a social media environment.

Question 13

To create an effective negative message,it is important to choose ________ words that can ease disappointment.

Accepted Answer

The answer of To create an effective negative message,it is...

Question 14

Bad news for employees should ideally be delivered by email or other electronic media.

Accepted Answer

A) True 
 B)False

Question 15

The direct approach is usually the better choice for making negative announcements on routine business matters.

Accepted Answer

A) True 
 B)False

Question 16

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)  Avoid putting the bad news in parenthetical expressions. 
C)  Maximize the space or time devoted to the bad news. 
D)  De-emphasize the bad news. 
A)  Put the bad news as the main clause of a compound or complex sentence. 
B)  Avoid putting the bad news in parenthetical expressions. 
C)  Maximize the space or time devoted to the bad news. 
D)  De-emphasize the bad news.

Question 17

When closing a negative message organized using the indirect approach,you should always ________.

Accepted Answer

A)  encourage further communication relating to the matter 
B)  imply that the matter is open to negotiation 
C)  act as though the negative news never happened 
D)  emphasize your respect for the audience 
A)  encourage further communication relating to the matter 
B)  imply that the matter is open to negotiation 
C)  act as though the negative news never happened 
D)  emphasize your respect for the audience

Question 18

Use multiple media for affected audiences to communicate negative organizational news.

Accepted Answer

A) True 
 B)False

Question 19

You should use the ________ approach to organize negative news messages when the bad news will come as a shock to the audience.

Accepted Answer

The answer of You should use the ________ approach to...

Question 20

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)  Avoid putting the bad news in parenthetical expressions. 
C)  Maximize the space or time devoted to the bad news. 
D)  Embed the bad news in the middle of a paragraph. 
A)  Put the bad news as the main clause of a compound or complex sentence. 
B)  Avoid putting the bad news in parenthetical expressions. 
C)  Maximize the space or time devoted to the bad news. 
D)  Embed the bad news in the middle of a paragraph.

If you have to say "no," you should always ________.

A negative message using the ________ approach opens with the bad news,proceeds to the reasons for the situation or the decision,and ends with a positive statement aimed at maintaining a good relationship with the audience.

Many provinces and territories have laws that specifically prevent expressions of sympathy from being used as evidence of legal liability.

You should use the indirect approach to organize negative news messages when ________.

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?

In which of the following situations is it appropriate to use the indirect approach to organize negative news messages?

Which of the following is true regarding social media and other communication technologies in a social media environment?

Which of the following statements about using the direct approach in negative messages is true?

Responding effectively to rumours and negative information in a social media environment requires companies to continually engage with ________.

Briefly describe the eight types of buffers.

Which of the following is a guideline for responding effectively to rumours and negative information in a social media environment?

To create an effective negative message,it is important to choose ________ words that can ease disappointment.

Bad news for employees should ideally be delivered by email or other electronic media.

The direct approach is usually the better choice for making negative announcements on routine business matters.

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?

When closing a negative message organized using the indirect approach,you should always ________.

Use multiple media for affected audiences to communicate negative organizational news.

You should use the ________ approach to organize negative news messages when the bad news will come as a shock to the audience.

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?

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

If you have to say "no," you should always ________.

A negative message using the ________ approach opens with the bad news,proceeds to the reasons for the situation or the decision,and ends with a positive statement aimed at maintaining a good relationship with the audience.

Many provinces and territories have laws that specifically prevent expressions of sympathy from being used as evidence of legal liability.

You should use the indirect approach to organize negative news messages when ________.

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?

In which of the following situations is it appropriate to use the indirect approach to organize negative news messages?

Which of the following is true regarding social media and other communication technologies in a social media environment?

Which of the following statements about using the direct approach in negative messages is true?

Responding effectively to rumours and negative information in a social media environment requires companies to continually engage with ________.

Briefly describe the eight types of buffers.

Which of the following is a guideline for responding effectively to rumours and negative information in a social media environment?

To create an effective negative message,it is important to choose ________ words that can ease disappointment.

Bad news for employees should ideally be delivered by email or other electronic media.

The direct approach is usually the better choice for making negative announcements on routine business matters.

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?

When closing a negative message organized using the indirect approach,you should always ________.

Use multiple media for affected audiences to communicate negative organizational news.

You should use the ________ approach to organize negative news messages when the bad news will come as a shock to the audience.

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?

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