Question 1

How should you begin a negative message to your subordinate?

Accepted Answer

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

Question 2

How should you conclude a negative message to your superior?

Accepted Answer

A) Apologize for the problem. 
B) Express confidence in the superior's decision-making abilities. 
C) Recommend a solution. 
D) Thank the manager for being patient. 
A) Apologize for the problem. 
B) Express confidence in the superior's decision-making abilities. 
C) Recommend a solution. 
D) Thank the manager for being patient.

Question 3

When delivering bad news,a negative subject line:

Accepted Answer

A) should focus on the problems. 
B) is always very important. 
C) can be omitted. 
D) is usually ignored by readers. 
A) should focus on the problems. 
B) is always very important. 
C) can be omitted. 
D) is usually ignored by readers.

Question 4

Which of the following would make an effective buffer?

Accepted Answer

A) A cheery,informal greeting 
B) A direct apology 
C) An irrelevant piece of good news 
D) A reference to an enclosed document 
A) A cheery,informal greeting 
B) A direct apology 
C) An irrelevant piece of good news 
D) A reference to an enclosed document

Question 5

If you do not have a good reason for the refusal,you should omit the reason rather than use a weak one.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following is a primary purpose of negative messages?

Accepted Answer

A) To make readers feel that they have been taken seriously 
B) To maintain as much goodwill as possible 
C) To build a good image of the writer's organization 
D) To build a good image of the writer 
A) To make readers feel that they have been taken seriously 
B) To maintain as much goodwill as possible 
C) To build a good image of the writer's organization 
D) To build a good image of the writer

Question 7

In which of the following situations would it be MOST appropriate to use a buffer?

Accepted Answer

A) The reader is from a culture that believes it is rude to say "no". 
B) The reader might ignore a letter with a bland first paragraph. 
C) The reader will not take "no" for an answer. 
D) The reader is suspicious of the writer. 
A) The reader is from a culture that believes it is rude to say "no". 
B) The reader might ignore a letter with a bland first paragraph. 
C) The reader will not take "no" for an answer. 
D) The reader is suspicious of the writer.

Question 8

List the five questions to consider about the context of a negative message to peers or subordinates.

Accepted Answer

The questions to consider about the cont

Question 9

When providing the reason for refusal,it is advisable to simply state "company policy".

Accepted Answer

A) True 
 B)False

Question 10

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

Accepted Answer

A) Present an alternative or compromise. 
B) Resolve the problem on your own. 
C) Ask for input or action. 
D) Tell him how the problem arose. 
A) Present an alternative or compromise. 
B) Resolve the problem on your own. 
C) Ask for input or action. 
D) Tell him how the problem arose.

Question 11

List the strategic writing pattern that helps maintain goodwill.

Accepted Answer

The following pattern helps writers main

Question 12

When you have to refuse a request to someone within the organization,it may be appropriate to soften the blow by:

Accepted Answer

A) criticizing company policy. 
B) limiting the message to no more than three lines. 
C) apologizing. 
D) quoting a company slogan. 
A) criticizing company policy. 
B) limiting the message to no more than three lines. 
C) apologizing. 
D) quoting a company slogan.

Question 13

Allow readers to decide whether or not to try the alternative you offer.

Accepted Answer

A) True 
 B)False

Question 14

The best buffers begin with interesting material that is new to your reader.

Accepted Answer

A) True 
 B)False

Question 15

How should you conclude a negative message to your subordinate?

Accepted Answer

A) Ask the subordinate to be patient. 
B) Ask for the cause of the problem. 
C) Express confidence in the subordinate's skills and abilities. 
D) Ask for input or action. 
A) Ask the subordinate to be patient. 
B) Ask for the cause of the problem. 
C) Express confidence in the subordinate's skills and abilities. 
D) Ask for input or action.

Question 16

Which of the following is a part of planning a negative message?

Accepted Answer

A) Checklist for negative messages 
B) Answer the PAIBOC questions 
C) Ask for feedback 
D) Initial memo 
A) Checklist for negative messages 
B) Answer the PAIBOC questions 
C) Ask for feedback 
D) Initial memo

Question 17

If you do not have a good reason for saying no,at least use a weak one.

Accepted Answer

A) True 
 B)False

Question 18

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

Accepted Answer

A) If the reader or the organization prefers "bottom-line-last messages" 
B) If the reader might ignore a letter with a bland first paragraph 
C) If the reader is from a culture that believes it is okay to say "no" 
D) If the reader trusts the writer 
A) If the reader or the organization prefers "bottom-line-last messages" 
B) If the reader might ignore a letter with a bland first paragraph 
C) If the reader is from a culture that believes it is okay to say "no" 
D) If the reader trusts the writer

Question 19

Subject lines in negative messages should focus on the reasons you must say "no".

Accepted Answer

A) True 
 B)False

Question 20

A buffer is a neutral or positive statement that allows you to delay the negative.

Accepted Answer

A) True 
 B)False

Exam 8: Composing Informative and Positive Messages

How should you begin a negative message to your subordinate?

How should you conclude a negative message to your superior?

When delivering bad news,a negative subject line:

Which of the following would make an effective buffer?

If you do not have a good reason for the refusal,you should omit the reason rather than use a weak one.

Which of the following is a primary purpose of negative messages?

In which of the following situations would it be MOST appropriate to use a buffer?

List the five questions to consider about the context of a negative message to peers or subordinates.

When providing the reason for refusal,it is advisable to simply state "company policy".

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

List the strategic writing pattern that helps maintain goodwill.

When you have to refuse a request to someone within the organization,it may be appropriate to soften the blow by:

Allow readers to decide whether or not to try the alternative you offer.

The best buffers begin with interesting material that is new to your reader.

How should you conclude a negative message to your subordinate?

Which of the following is a part of planning a negative message?

If you do not have a good reason for saying no,at least use a weak one.

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

Subject lines in negative messages should focus on the reasons you must say "no".

A buffer is a neutral or positive statement that allows you to delay the negative.

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