Question 1

One of the purposes of a negative message is to close the door on the subject.

Accepted Answer

A) True 
 B)False  True

Question 2

How should you begin a negative message to your superior?

Accepted Answer

A) Ask for input or action. 
B) Tell him how the problem arose. 
C) Describe the options for fixing the problem. 
D) Describe the problem. 
A) Ask for input or action. 
B) Tell him how the problem arose. 
C) Describe the options for fixing the problem. 
D) Describe the problem. D

Question 3

You have four reasons for saying "no".Two of them are very strong reasons,one has a tiny loophole,and one is very weak.In your message you should:

Accepted Answer

A) give only one of the strong reasons. 
B) include all four reasons. 
C) use only the two strong reasons. 
D) omit the very weak reason and use the other three. 
A) give only one of the strong reasons. 
B) include all four reasons. 
C) use only the two strong reasons. 
D) omit the very weak reason and use the other three. C

Question 4

In a negative message to your superior,what should you do right after you describe the problem?

Accepted Answer

A) Ask for input or action. 
B) Describe the options for fixing the problem. 
C) Tell him how the problem arose. 
D) Apologize for the problem. 
A) Ask for input or action. 
B) Describe the options for fixing the problem. 
C) Tell him how the problem arose. 
D) Apologize for the problem.

Question 5

List in order the four parts of the organizational pattern for giving bad news to superiors.

Accepted Answer

The four parts of the organizational pat

Question 6

De-emphasize a refusal by putting it in the same paragraph as the reason for it.

Accepted Answer

A) True 
 B)False

Question 7

Refusal letters to people outside your organization should _____ to build goodwill.

Accepted Answer

A) be indirect 
B) have an apologetic tone 
C) ask for inputs 
D) be direct 
A) be indirect 
B) have an apologetic tone 
C) ask for inputs 
D) be direct

Question 8

Bad news memos to superiors should be organized differently than bad news memos to peers and subordinates.

Accepted Answer

A) True 
 B)False

Question 9

A generalized goodwill is appropriate when the writer does not know the reader well.

Accepted Answer

A) True 
 B)False

Question 10

A product recall notice is an example of an informative and positive message.

Accepted Answer

A) True 
 B)False

Question 11

Explain and give an example of how providing too many reasons or too much detail in a negative message can have ethical or legal implications.

Accepted Answer

Thinking about the legal implications of

Question 12

When you must give bad news in a memo to a superior,also recommend a way to deal with the problem.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following features helps in delivering a bad news effectively?

Accepted Answer

A) Being polite and courteous 
B) Direct refusals 
C) Use of buffers 
D) Lengthening the message 
A) Being polite and courteous 
B) Direct refusals 
C) Use of buffers 
D) Lengthening the message

Question 14

A buffer:

Accepted Answer

A) is easy to write. 
B) does provide a natural transition to the body of the letter. 
C) allows you to delay the negative. 
D) should be used only if the reader "won't take no for an answer". 
A) is easy to write. 
B) does provide a natural transition to the body of the letter. 
C) allows you to delay the negative. 
D) should be used only if the reader "won't take no for an answer".

Question 15

List and explain the pattern of organization typically used for negative letters to customers and others outside your organization.

Accepted Answer

When giving bad news to customers and ot

Question 16

Your client asks you to act as his real estate agent in an out-of-province transaction.None of the agents in your local office are licensed yet for any another province.You write a letter to your client declining to act as his agent.Which reason would you include?

Accepted Answer

A) Each province has its own laws about buying and selling property. 
B) Company policy does not permit us to act as your agent in another province. 
C) We are not able to represent your interests at this time. 
D) You cannot use our agents for out-of-province transactions. 
A) Each province has its own laws about buying and selling property. 
B) Company policy does not permit us to act as your agent in another province. 
C) We are not able to represent your interests at this time. 
D) You cannot use our agents for out-of-province transactions.

Question 17

Which of the following is the BEST refusal?

Accepted Answer

A) Our insurance policy does not allow terms shorter than six months. 
B) Creating insurance policy terms for less than six months is not possible because we like to maintain a long-term relationship with our clients. 
C) You cannot get insurance for just one month. 
D) The shortest term for an insurance policy is six months. 
A) Our insurance policy does not allow terms shorter than six months. 
B) Creating insurance policy terms for less than six months is not possible because we like to maintain a long-term relationship with our clients. 
C) You cannot get insurance for just one month. 
D) The shortest term for an insurance policy is six months.

Question 18

In which of the following situations would it NOT be appropriate to use a buffer?

Accepted Answer

A) The reader is from a culture that believes it is okay to say "no". 
B) The reader will read the message with interest. 
C) The reader trusts the writer. 
D) The reader prefers "bottom-line-first messages". 
A) The reader is from a culture that believes it is okay to say "no". 
B) The reader will read the message with interest. 
C) The reader trusts the writer. 
D) The reader prefers "bottom-line-first messages".

Question 19

The best endings to negative messages focus on the future.

Accepted Answer

A) True 
 B)False

Question 20

Since buffers are easy to write,you should include one in every negative message.

Accepted Answer

A) True 
 B)False

Exam 8: Composing Informative and Positive Messages

One of the purposes of a negative message is to close the door on the subject.

How should you begin a negative message to your superior?

You have four reasons for saying "no".Two of them are very strong reasons,one has a tiny loophole,and one is very weak.In your message you should:

In a negative message to your superior,what should you do right after you describe the problem?

List in order the four parts of the organizational pattern for giving bad news to superiors.

De-emphasize a refusal by putting it in the same paragraph as the reason for it.

Refusal letters to people outside your organization should _____ to build goodwill.

Bad news memos to superiors should be organized differently than bad news memos to peers and subordinates.

A generalized goodwill is appropriate when the writer does not know the reader well.

A product recall notice is an example of an informative and positive message.

Explain and give an example of how providing too many reasons or too much detail in a negative message can have ethical or legal implications.

When you must give bad news in a memo to a superior,also recommend a way to deal with the problem.

Which of the following features helps in delivering a bad news effectively?

A buffer:

List and explain the pattern of organization typically used for negative letters to customers and others outside your organization.

Your client asks you to act as his real estate agent in an out-of-province transaction.None of the agents in your local office are licensed yet for any another province.You write a letter to your client declining to act as his agent.Which reason would you include?

Which of the following is the BEST refusal?

In which of the following situations would it NOT be appropriate to use a buffer?

The best endings to negative messages focus on the future.

Since buffers are easy to write,you should include one in every negative message.

Introducing Business Communications

Adapting Your Messages to Your Audience

Communicating Across Cultures

Planning, Writing, and Revising

Designing Documents, Slides, and Screens

Formatting Hardcopy Letters and Memos

Writing Electronic Messages

Composing Negative Messages

Composing Persuasive Messages

Communicating Reader Benefits

Communicating With Positive Emphasis

Communicating You-Attitude

Researching Information

Synthesizing and Documenting Information

Writing Information Reports

Writing Proposals and Analytical Reports

Writing Formal Reports

Using Visuals

Listening

Working and Writing in Teams

Planning, Managing, and Recording Meetings

Making Oral Presentations

Researching Jobs

Creating Persuasive Résumés

Creating Persuasive Application Letters

Filters