Question 1

Consider the following statements. Which one of them is phrased in a negative way?

Accepted Answer

A) Please clarify your request. 
B) Your copier will be repaired next week. 
C) Your payment is late. 
D) Thank you for sharing your concerns about your shopping experience. 
A) Please clarify your request. 
B) Your copier will be repaired next week. 
C) Your payment is late. 
D) Thank you for sharing your concerns about your shopping experience. C

Question 2

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 B

Question 3

What are the two benefits of stating the bad news at the beginning of a negative message?

Accepted Answer

Stating the bad news at the beginning makes a shorter message possible and requires less time for the audience to reach the main idea of the message.

Question 4

Provide at least five guidelines to observe when making negative organizational announcements.

Accepted Answer

(1)Match your approach to the situation-

Question 5

When you must deliver bad news in the workplace, remember that

Accepted Answer

A) you should de-emphasize the news at all costs. 
B) your feelings, as well as the feelings of anyone who receives the message, are irrelevant. 
C) delaying, downplaying, or distorting the news may be unethical or illegal. 
D) internal and external audiences will react to the news in the same way. 
A) you should de-emphasize the news at all costs. 
B) your feelings, as well as the feelings of anyone who receives the message, are irrelevant. 
C) delaying, downplaying, or distorting the news may be unethical or illegal. 
D) internal and external audiences will react to the news in the same way.

Question 6

Explain the characteristics of an effective letter rejecting a job applicant.

Accepted Answer

Rejecting job applicants requires choosi

Question 7

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. 
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.

Question 8

In a negative message organized using the indirect approach, the reasons that justify the negative decision

Accepted Answer

A) are so obvious that you don't need to mention them. 
B) come directly after the buffer and follow naturally from it. 
C) should be glossed over quickly. 
D) should be long and roundabout to cushion the negative aspects. 
A) are so obvious that you don't need to mention them. 
B) come directly after the buffer and follow naturally from it. 
C) should be glossed over quickly. 
D) should be long and roundabout to cushion the negative aspects.

Question 9

If you're using the direct approach to deliver a negative message,

Accepted Answer

A) save the bad news for last. 
B) state the bad news at the beginning. 
C) embed the bad news in a parenthetical expression. 
D) subordinate the bad news in a compound sentence. 
A) save the bad news for last. 
B) state the bad news at the beginning. 
C) embed the bad news in a parenthetical expression. 
D) subordinate the bad news in a compound sentence.

Question 10

In rejecting a proposal you solicited, you should use the indirect approach and provide an explanation.

Accepted Answer

A) True 
 B)False

Question 11

When composing negative messages, it is important to use language that conveys respect and avoids a(n)________ ________.

Accepted Answer

accusing tone
Explanation:Tone

Question 12

You can deemphasize bad news by minimizing the space or time devoted to it.

Accepted Answer

A) True 
 B)False

Question 13

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

Accepted Answer

The situation with recommendations in a

Question 14

The direct approach is always best when denying a request for information.

Accepted Answer

A) True 
 B)False

Question 15

A good way to deliver bad news kindly is to

Accepted Answer

A) maximize the space devoted to it. 
B) say, "I trust our decision is satisfactory." 
C) avoid stating it and hope that the reader understands what you mean. 
D) deemphasize it by embedding it in the middle of a paragraph or use parenthetical expressions. 
A) maximize the space devoted to it. 
B) say, "I trust our decision is satisfactory." 
C) avoid stating it and hope that the reader understands what you mean. 
D) deemphasize it by embedding it in the middle of a paragraph or use parenthetical expressions.

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 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. 
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.

Question 18

You should use the direct approach for negative messages when the message has a relatively minor impact on the audience.

Accepted Answer

A) True 
 B)False

Question 19

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. 
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.

Question 20

When the bad news appears to be a logical outcome of the reasons that precede it, the reader is more prepared to accept it.

Accepted Answer

A) True 
 B)False

Exam 11: Writing Negative Messages

Consider the following statements. Which one of them is phrased in a negative way?

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

What are the two benefits of stating the bad news at the beginning of a negative message?

Provide at least five guidelines to observe when making negative organizational announcements.

When you must deliver bad news in the workplace, remember that

Explain the characteristics of an effective letter rejecting a job applicant.

A letter rejecting a job applicant should

In a negative message organized using the indirect approach, the reasons that justify the negative decision

If you're using the direct approach to deliver a negative message,

In rejecting a proposal you solicited, you should use the indirect approach and provide an explanation.

When composing negative messages, it is important to use language that conveys respect and avoids a(n)________ ________.

You can deemphasize bad news by minimizing the space or time devoted to it.

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

The direct approach is always best when denying a request for information.

A good way to deliver bad news kindly is to

A poorly written buffer can

When you deliver negative messages, you

You should use the direct approach for negative messages when the message has a relatively minor impact on the audience.

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

When the bad news appears to be a logical outcome of the reasons that precede it, the reader is more prepared to accept it.

Achieving Success Through Effective Business Communication

Mastering Team Skills and Interpersonal Communication

Communicating in a World of Diversity

Planning Business Messages

Writing Business Messages

Completing Business Messages

Electronic 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 Oral and Online Presentations

Enhancing Presentations with Slides and Other Visuals

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Handbook of Grammar, Mechanics, and Usage

Format and Layout of Business Documents

Documentation of Report Sources

Filters

When composing negative messages, it is important to use language that conveys respect and avoids a(n) .