Exam 9: Negative Messages

Because we value loyal customers like you, we have enclosed a coupon for $20 for your next meal at Kelseys Original Roadhouse is an effective closing statement for a negative-news message.

(True/False)

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Question 21

Which of the following would NOT be included in the closing paragraph of a bad-news message?

(Multiple Choice)

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Question 22

Morgan has decided that she must apologize to a customer in her buffer. Which of the following is the best example of an effective apology?

(Multiple Choice)

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Question 23

Company policy does not allow us to give cash refunds effectively explains why a writer's request must be refused.

(True/False)

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Question 24

When you have negative news to deliver, one of your first considerations is how the message will affect its receiver.

(True/False)

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Question 25

A company must deliver bad news to hundreds of employees and wants to use digital media to do so. Which of the following communication tools is acceptable?

(Multiple Choice)

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Question 26

You are opening a new restaurant and realize that customers might post reviews online. Which of the following should you do?

(Multiple Choice)

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Question 27

One way to soften negative news in a message is by suggesting a compromise or _________________ to the receiver, such as suggesting that a loan applicant return with a co-signer to reapply.

(Short Answer)

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Question 28

Which of the following is the best sentence to include in the closing paragraph of a bad-news letter that turns down a job applicant?

(Multiple Choice)

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Question 29

Which of the following is the best advice when presenting the reasons for the bad news?

(Multiple Choice)

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Question 30

Twitter and ______________ are popular sites for customers to air public grievances about companies.

(Short Answer)

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Question 31

Ethan has already written three letters to a customer whose account is now several months past due. His fourth letter to the customer should use a direct pattern.

(True/False)

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(37)

Question 32

An important goal when delivering negative-news messages is to maintain friendly relations with the receivers and to regain their confidence.

(True/False)

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Question 33

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

(Multiple Choice)

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Question 34

Which of the following statements is NOT a good reason to follow up on bad news?

(Multiple Choice)

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Question 35

When denying an application for employment, be as specific as possible about why the candidate was rejected.

(True/False)

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Question 36

How can the bad feelings associated with disappointing news generally be reduced?

(Multiple Choice)

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Question 37

When writing a letter to a customer denying credit, you have four goals. Which of the following is NOT one of these goals?

(Multiple Choice)

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Question 38

When abusive language is spoken, it's called ____________________.

(Short Answer)

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Question 39

Which of the following is the best subject line for a memo delivering bad news to employees?

(Multiple Choice)

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Question 40

Showing 21 - 40 of 114

Because we value loyal customers like you, we have enclosed a coupon for $20 for your next meal at Kelseys Original Roadhouse is an effective closing statement for a negative-news message.

Which of the following would NOT be included in the closing paragraph of a bad-news message?

Morgan has decided that she must apologize to a customer in her buffer. Which of the following is the best example of an effective apology?

Company policy does not allow us to give cash refunds effectively explains why a writer's request must be refused.

When you have negative news to deliver, one of your first considerations is how the message will affect its receiver.

A company must deliver bad news to hundreds of employees and wants to use digital media to do so. Which of the following communication tools is acceptable?

You are opening a new restaurant and realize that customers might post reviews online. Which of the following should you do?

One way to soften negative news in a message is by suggesting a compromise or _________________ to the receiver, such as suggesting that a loan applicant return with a co-signer to reapply.

Which of the following is the best sentence to include in the closing paragraph of a bad-news letter that turns down a job applicant?

Which of the following is the best advice when presenting the reasons for the bad news?

Twitter and ______________ are popular sites for customers to air public grievances about companies.

Ethan has already written three letters to a customer whose account is now several months past due. His fourth letter to the customer should use a direct pattern.

An important goal when delivering negative-news messages is to maintain friendly relations with the receivers and to regain their confidence.

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

Which of the following statements is NOT a good reason to follow up on bad news?

When denying an application for employment, be as specific as possible about why the candidate was rejected.

How can the bad feelings associated with disappointing news generally be reduced?

When writing a letter to a customer denying credit, you have four goals. Which of the following is NOT one of these goals?

When abusive language is spoken, it's called ____________________.

Which of the following is the best subject line for a memo delivering bad news to employees?

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