Question 1

Sydney makes an abusive statement about David. When is this language actionable?

Accepted Answer

A) if Sydney's statements are true 
B) if Sydney sends the message by e-mail to David 
C) if Sydney's statement is of no consequence to David's reputation 
D) if Sydney's statement was e-mailed to two other employees 
A) if Sydney's statements are true 
B) if Sydney sends the message by e-mail to David 
C) if Sydney's statement is of no consequence to David's reputation 
D) if Sydney's statement was e-mailed to two other employees D

Question 2

Ali sent a letter to a teacher who had requested a tour of his company. In the letter he included the sentence Although we would love to have your class visit our company, much of the work area is too dangerous for group tours. What has Ali done that might lead to legal difficulties?

Accepted Answer

A) By trying to make himself look good, he is guilty of the "good-guy syndrome." 
B) He has used careless language. 
C) He has used abusive language. 
D) He has done nothing wrong. 
A) By trying to make himself look good, he is guilty of the "good-guy syndrome." 
B) He has used careless language. 
C) He has used abusive language. 
D) He has done nothing wrong. B

Question 3

Which of the following is the best buffer to open a letter that refuses a request from a local nonprofit organization for a charitable donation?

Accepted Answer

A) This is to inform you that your kind letter of May 14 has been directed to me for reply. 
B) We have received your letter requesting a donation to your annual fund-raiser. 
C) The services you provide for homeless families in our community are necessary and important. 
D) Although we admire what your organization does for our community, unfortunately, we are unable to donate to your fundraiser at this time. 
A) This is to inform you that your kind letter of May 14 has been directed to me for reply. 
B) We have received your letter requesting a donation to your annual fund-raiser. 
C) The services you provide for homeless families in our community are necessary and important. 
D) Although we admire what your organization does for our community, unfortunately, we are unable to donate to your fundraiser at this time. C

Question 4

Many techniques can be used to cushion the bad news. List four of these techniques, and give an original example of each.

Accepted Answer

The answer of Many techniques can be used to cushion...

Question 5

Because bad news can be difficult for a reader to accept, it must always be delivered using the indirect method.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following is the most effective statement in a letter to a customer denying credit?

Accepted Answer

A) To learn more about your credit record, contact Northern Credit Bureau to obtain your free credit reports. 
B) Your credit history report shows that you are a completely unacceptable applicant. 
C) Perhaps if you were a more stable and responsible person, we would be able to grant you credit. 
D) Please take your business elsewhere. 
A) To learn more about your credit record, contact Northern Credit Bureau to obtain your free credit reports. 
B) Your credit history report shows that you are a completely unacceptable applicant. 
C) Perhaps if you were a more stable and responsible person, we would be able to grant you credit. 
D) Please take your business elsewhere.

Question 7

Which of the following is an appropriate statement when saying no to job applicants?

Accepted Answer

A) Other candidates were much more experienced with the social media tools that are used in our organization. 
B) We appreciate your interest in our company and wish you every success in your job search. 
C) I am sorry to inform you that you were not selected for the position of social media marketing coordinator. 
D) Even though you were a top candidate for the position, we're sorry to say that someone else was selected. 
A) Other candidates were much more experienced with the social media tools that are used in our organization. 
B) We appreciate your interest in our company and wish you every success in your job search. 
C) I am sorry to inform you that you were not selected for the position of social media marketing coordinator. 
D) Even though you were a top candidate for the position, we're sorry to say that someone else was selected.

Question 8

You must refuse a customer's request to return an item. What should you do first?

Accepted Answer

A) Decide what communication channel to use. 
B) Consult with your company's legal staff. 
C) Think about how the receiver will react to your refusal. 
D) Try to get a colleague to deliver the bad news for you. 
A) Decide what communication channel to use. 
B) Consult with your company's legal staff. 
C) Think about how the receiver will react to your refusal. 
D) Try to get a colleague to deliver the bad news for you.

Question 9

The reasons for refusing credit should always be clearly explained.

Accepted Answer

A) True 
 B)False

Question 10

When should the indirect pattern be used to communicate negative news?

Accepted Answer

A) whenever you convey bad news 
B) when the bad news is personally upsetting 
C) when the receiver may overlook the bad news 
D) when the bad news is expected 
A) whenever you convey bad news 
B) when the bad news is personally upsetting 
C) when the receiver may overlook the bad news 
D) when the bad news is expected

Question 11

____________________ is the legal term for any false statement, written or spoken, that harms an individual's reputation.

Accepted Answer

The answer of ____________________ is the legal term for any...

Question 12

Which of the following do most companies do first for damage control when a problem arises?

Accepted Answer

A) Consult the company's legal counsel. 
B) Call or e-mail the individual involved. 
C) Write a letter to the individual involved. 
D) Ignore the problem if it is unlikely to happen again. 
A) Consult the company's legal counsel. 
B) Call or e-mail the individual involved. 
C) Write a letter to the individual involved. 
D) Ignore the problem if it is unlikely to happen again.

Question 13

List three situations when the direct organizational pattern can effectively be used to deliver negative bad news; then give an original workplace example of each.

Accepted Answer

The answer of List three situations when the direct organizational...

Question 14

One useful technique for reducing the pain associated with a negative-news message is to place the refusal in a(n) ____________________ clause.

Accepted Answer

The answer of One useful technique for reducing the pain...

Question 15

If you're not sure how your reader will react to a request refusal, use the ________________ organizational strategy.

Accepted Answer

The answer of If you're not sure how your reader...

Question 16

Will discovered that one of his employees has filed a fraudulent expense claim. What is the best advice for Will to deliver the bad news to this employee tactfully, professionally, and safely?

Accepted Answer

A) Will should prepare and rehearse what he will say. 
B) Will should go alone to the meeting with the employee so that no one else knows about the episode. 
C) Will should meet with the employee on a Friday afternoon so that they can both go home right after. 
D) Will should get the meeting over quickly to avoid employee reaction. 
A) Will should prepare and rehearse what he will say. 
B) Will should go alone to the meeting with the employee so that no one else knows about the episode. 
C) Will should meet with the employee on a Friday afternoon so that they can both go home right after. 
D) Will should get the meeting over quickly to avoid employee reaction.

Question 17

Which of the following is the best advice for closing a bad-news letter?

Accepted Answer

A) Apologize profusely to the reader. 
B) Give a clear explanation of the reasons for the bad news. 
C) Restate the bad news to make sure that the reader understands it. 
D) Close with something forward looking that assumes future business. 
A) Apologize profusely to the reader. 
B) Give a clear explanation of the reasons for the bad news. 
C) Restate the bad news to make sure that the reader understands it. 
D) Close with something forward looking that assumes future business.

Question 18

Which of the following reduces feelings of ill will and improves the chances that readers will accept the bad news?

Accepted Answer

A) using the reader's first name in the salutation 
B) the professional letterhead on which it is printed 
C) a closing that ends the letter on a positive note 
D) the section that explains the reasons for the bad news 
A) using the reader's first name in the salutation 
B) the professional letterhead on which it is printed 
C) a closing that ends the letter on a positive note 
D) the section that explains the reasons for the bad news

Question 19

A good way to begin a negative-news letter to a faithful customer is to show appreciation for the reader's business

Accepted Answer

A) True 
 B)False

Question 20

If you have to turn down a customer's claim, which of the following is the best approach to use to maintain goodwill?

Accepted Answer

A) Offer resale information to build the customer's confidence in your products or organization. 
B) Avoid taking responsibility and make it clear that the customer is at fault. 
C) Use preachy statements to make your point to the customer. 
D) Explain that your company policy will not permit you to allow the claim. 
A) Offer resale information to build the customer's confidence in your products or organization. 
B) Avoid taking responsibility and make it clear that the customer is at fault. 
C) Use preachy statements to make your point to the customer. 
D) Explain that your company policy will not permit you to allow the claim.

Sydney makes an abusive statement about David. When is this language actionable?

Ali sent a letter to a teacher who had requested a tour of his company. In the letter he included the sentence Although we would love to have your class visit our company, much of the work area is too dangerous for group tours. What has Ali done that might lead to legal difficulties?

Which of the following is the best buffer to open a letter that refuses a request from a local nonprofit organization for a charitable donation?

Many techniques can be used to cushion the bad news. List four of these techniques, and give an original example of each.

Because bad news can be difficult for a reader to accept, it must always be delivered using the indirect method.

Which of the following is the most effective statement in a letter to a customer denying credit?

Which of the following is an appropriate statement when saying no to job applicants?

You must refuse a customer's request to return an item. What should you do first?

The reasons for refusing credit should always be clearly explained.

When should the indirect pattern be used to communicate negative news?

____________________ is the legal term for any false statement, written or spoken, that harms an individual's reputation.

Which of the following do most companies do first for damage control when a problem arises?

List three situations when the direct organizational pattern can effectively be used to deliver negative bad news; then give an original workplace example of each.

One useful technique for reducing the pain associated with a negative-news message is to place the refusal in a(n) ____________________ clause.

If you're not sure how your reader will react to a request refusal, use the ________________ organizational strategy.

Will discovered that one of his employees has filed a fraudulent expense claim. What is the best advice for Will to deliver the bad news to this employee tactfully, professionally, and safely?

Which of the following is the best advice for closing a bad-news letter?

Which of the following reduces feelings of ill will and improves the chances that readers will accept the bad news?

A good way to begin a negative-news letter to a faithful customer is to show appreciation for the reader's business

If you have to turn down a customer's claim, which of the following is the best approach to use to maintain goodwill?

Business Communication in the Digital Age

Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette Skills

Intercultural Communication

Planning Business Messages

Organizing and Drafting Business Messages

Revising Business Messages

Short Workplace Messages and Digital Media

Positive Messages

Persuasive and Sales Messages

Reporting in the Workplace

Informal Business Reports

Proposals, Business Plans, and Formal Business Reports

Business Presentations

The Job Search and Résumés

Interviewing and Following up

Grammar Exercises

Filters

Exam 9: Negative Messages

Sydney makes an abusive statement about David. When is this language actionable?

Ali sent a letter to a teacher who had requested a tour of his company. In the letter he included the sentence Although we would love to have your class visit our company, much of the work area is too dangerous for group tours. What has Ali done that might lead to legal difficulties?

Which of the following is the best buffer to open a letter that refuses a request from a local nonprofit organization for a charitable donation?

Many techniques can be used to cushion the bad news. List four of these techniques, and give an original example of each.

Because bad news can be difficult for a reader to accept, it must always be delivered using the indirect method.

Which of the following is the most effective statement in a letter to a customer denying credit?

Which of the following is an appropriate statement when saying no to job applicants?

You must refuse a customer's request to return an item. What should you do first?

The reasons for refusing credit should always be clearly explained.

When should the indirect pattern be used to communicate negative news?

____________________ is the legal term for any false statement, written or spoken, that harms an individual's reputation.

Which of the following do most companies do first for damage control when a problem arises?

List three situations when the direct organizational pattern can effectively be used to deliver negative bad news; then give an original workplace example of each.

One useful technique for reducing the pain associated with a negative-news message is to place the refusal in a(n) ____________________ clause.

If you're not sure how your reader will react to a request refusal, use the ________________ organizational strategy.

Will discovered that one of his employees has filed a fraudulent expense claim. What is the best advice for Will to deliver the bad news to this employee tactfully, professionally, and safely?

Which of the following is the best advice for closing a bad-news letter?

Which of the following reduces feelings of ill will and improves the chances that readers will accept the bad news?

A good way to begin a negative-news letter to a faithful customer is to show appreciation for the reader's business

If you have to turn down a customer's claim, which of the following is the best approach to use to maintain goodwill?

Business Communication in the Digital Age

Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette Skills

Intercultural Communication

Planning Business Messages

Organizing and Drafting Business Messages

Revising Business Messages

Short Workplace Messages and Digital Media

Positive Messages

Persuasive and Sales Messages

Reporting in the Workplace

Informal Business Reports

Proposals, Business Plans, and Formal Business Reports

Business Presentations

The Job Search and Résumés

Interviewing and Following up

Grammar Exercises

Filters