Question 1

When you use the direct organizational plan in a message refusing a small favor, you should

Accepted Answer

A)  save the bad news for the final paragraph. 
B)  present the bad news without any introduction. 
C)  reciprocate to maintain the reader's future goodwill. 
D)  use a polite buffer and explain your rationale in a few words. 
E)  offer a brief, sincere apology in your first paragraph. 
A)  save the bad news for the final paragraph. 
B)  present the bad news without any introduction. 
C)  reciprocate to maintain the reader's future goodwill. 
D)  use a polite buffer and explain your rationale in a few words. 
E)  offer a brief, sincere apology in your first paragraph. D

Question 2

Assume that you must write a memo to company employees announcing that the Internal Revenue Service has filed suit against the company. Which of the following sentences would most effectively reassure your readers?

Accepted Answer

A)  On behalf of top management, I apologize for any disruption in work that this legal action may cause. 
B)  Unlike so many other firms indicted for violations of the tax code, our company has done nothing wrong. 
C)  We believe the company will be able to function normally during this investigation. 
D)  The exact nature of this baseless legal action will be announced at a later date. 
E)  The top management team is meeting today to decide on the company's course of action. 
A)  On behalf of top management, I apologize for any disruption in work that this legal action may cause. 
B)  Unlike so many other firms indicted for violations of the tax code, our company has done nothing wrong. 
C)  We believe the company will be able to function normally during this investigation. 
D)  The exact nature of this baseless legal action will be announced at a later date. 
E)  The top management team is meeting today to decide on the company's course of action. E

Question 3

Offering an alternative as a compromise helps retain a reader's goodwill.

Accepted Answer

A) True 
 B)False  True

Question 4

For busy readers, use a simple "no" without adding detailed explanations in your bad-news messages.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is not a problem that you should avoid when ending a bad-news message?

Accepted Answer

A)  apologizing 
B)  anticipating problems 
C)  inviting needless communication 
D)  sounding selfish 
E)  expressing confidence 
A)  apologizing 
B)  anticipating problems 
C)  inviting needless communication 
D)  sounding selfish 
E)  expressing confidence

Question 6

Why must a writer be careful when rejecting a person's idea or proposal?

Accepted Answer

Rejecting an idea requires great care be

Question 7

An effective customer refusal uses third-person pronouns and passive voice to avoid directly accusing the reader of misusing the product.

Accepted Answer

A) True 
 B)False

Question 8

The purpose of a buffer is to

Accepted Answer

A)  imply the negative news instead of stating it explicitly. 
B)  make it easier to change your mind later. 
C)  justify your decision for the bad news. 
D)  lessen the effect of negative news. 
E)  state the obvious to pave the way for the bad news. 
A)  imply the negative news instead of stating it explicitly. 
B)  make it easier to change your mind later. 
C)  justify your decision for the bad news. 
D)  lessen the effect of negative news. 
E)  state the obvious to pave the way for the bad news.

Question 9

In the body of a bad-news message, focus on objective reasoning for the refusal.

Accepted Answer

A) True 
 B)False

Question 10

Your objective is to convey the bad news and retain the reader's goodwill.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following is the most effective closing sentence for a bad-news message?

Accepted Answer

A)  The service department can provide information gathered from customer feedback. 
B)  Once again, I'm sorry we can't afford to implement your suggested customer research project. 
C)  If you encounter additional problems, please let me know. 
D)  Feel free to call on me if I can be of further assistance to your department. 
E)  Although your proposed research would be beneficial, company policy forbids budget increases. 
A)  The service department can provide information gathered from customer feedback. 
B)  Once again, I'm sorry we can't afford to implement your suggested customer research project. 
C)  If you encounter additional problems, please let me know. 
D)  Feel free to call on me if I can be of further assistance to your department. 
E)  Although your proposed research would be beneficial, company policy forbids budget increases.

Question 12

Which of the following would not be considered an effective buffer?

Accepted Answer

A)  agreement 
B)  appreciation 
C)  a compliment 
D)  facts 
E)  a suggestion for improvement 
A)  agreement 
B)  appreciation 
C)  a compliment 
D)  facts 
E)  a suggestion for improvement

Question 13

Research indicates that delivering corporate bad news by email rather than in person helps ensure a more accurate message.

Accepted Answer

A) True 
 B)False

Question 14

To retain the reader's goodwill:

Accepted Answer

A)  State the bad news in the first sentence of the first paragraph 
B)  Use positive language, stressing what you can do rather than what you cannot do 
C)  Give the best reason under the circumstances showing benefits to the company 
D)  Repeat the bad news in several paragraphs and remind the reader in closing 
A)  State the bad news in the first sentence of the first paragraph 
B)  Use positive language, stressing what you can do rather than what you cannot do 
C)  Give the best reason under the circumstances showing benefits to the company 
D)  Repeat the bad news in several paragraphs and remind the reader in closing

Question 15

Show that you care about the reader by telling them how you are willing to change policy to help them.

Accepted Answer

A) True 
 B)False

Question 16

Your relationship with the readers and the effect that the bad news will have on them help determine the organizational plan.

Accepted Answer

A) True 
 B)False

Question 17

Keep your language concise, short, objective, and to the point when sending bad news. This helps with accuracy.

Accepted Answer

A) True 
 B)False

Question 18

A conversation, rather than a one-way delivery of negative feedback, encourages employees to find their own solutions.​

Accepted Answer

A) True 
 B)False

Question 19

Direct messages are not necessarily shorter that indirect messages.

Accepted Answer

A) True 
 B)False

Question 20

An example of a misleading statement in a rejection message would be:

Accepted Answer

A)  "Your store would be a great venue for a demo product." 
B)  "It is not our policy to providie a venue for music." 
C)  "I like your ideas, but they will not work." 
D)  "That venue is too dark for our event." 
A)  "Your store would be a great venue for a demo product." 
B)  "It is not our policy to providie a venue for music." 
C)  "I like your ideas, but they will not work." 
D)  "That venue is too dark for our event."

When you use the direct organizational plan in a message refusing a small favor, you should

Assume that you must write a memo to company employees announcing that the Internal Revenue Service has filed suit against the company. Which of the following sentences would most effectively reassure your readers?

Offering an alternative as a compromise helps retain a reader's goodwill.

For busy readers, use a simple "no" without adding detailed explanations in your bad-news messages.

Which of the following is not a problem that you should avoid when ending a bad-news message?

Why must a writer be careful when rejecting a person's idea or proposal?

An effective customer refusal uses third-person pronouns and passive voice to avoid directly accusing the reader of misusing the product.

The purpose of a buffer is to

In the body of a bad-news message, focus on objective reasoning for the refusal.

Your objective is to convey the bad news and retain the reader's goodwill.

Which of the following is the most effective closing sentence for a bad-news message?

Which of the following would not be considered an effective buffer?

Research indicates that delivering corporate bad news by email rather than in person helps ensure a more accurate message.

To retain the reader's goodwill:

Show that you care about the reader by telling them how you are willing to change policy to help them.

Your relationship with the readers and the effect that the bad news will have on them help determine the organizational plan.

Keep your language concise, short, objective, and to the point when sending bad news. This helps with accuracy.

A conversation, rather than a one-way delivery of negative feedback, encourages employees to find their own solutions.

Direct messages are not necessarily shorter that indirect messages.

An example of a misleading statement in a rejection message would be:

Understanding Business Communication

Team and Intercultural Communication

Interpersonal Communication Skills

The Writing Process

Improving Your Writing Style

Neutral and Positive Messages

Persuasive Messages

Bad-News Messages

Writing the Report

Oral Presentations

Employment Communication

Filters

Exam 9: Planning the Report and Managing Data

When you use the direct organizational plan in a message refusing a small favor, you should

Assume that you must write a memo to company employees announcing that the Internal Revenue Service has filed suit against the company. Which of the following sentences would most effectively reassure your readers?

Offering an alternative as a compromise helps retain a reader's goodwill.

For busy readers, use a simple "no" without adding detailed explanations in your bad-news messages.

Which of the following is not a problem that you should avoid when ending a bad-news message?

Why must a writer be careful when rejecting a person's idea or proposal?

An effective customer refusal uses third-person pronouns and passive voice to avoid directly accusing the reader of misusing the product.

The purpose of a buffer is to

In the body of a bad-news message, focus on objective reasoning for the refusal.

Your objective is to convey the bad news and retain the reader's goodwill.

Which of the following is the most effective closing sentence for a bad-news message?

Which of the following would not be considered an effective buffer?

Research indicates that delivering corporate bad news by email rather than in person helps ensure a more accurate message.

To retain the reader's goodwill:

Show that you care about the reader by telling them how you are willing to change policy to help them.

Your relationship with the readers and the effect that the bad news will have on them help determine the organizational plan.

Keep your language concise, short, objective, and to the point when sending bad news. This helps with accuracy.

A conversation, rather than a one-way delivery of negative feedback, encourages employees to find their own solutions.​

Direct messages are not necessarily shorter that indirect messages.

An example of a misleading statement in a rejection message would be:

Understanding Business Communication

Team and Intercultural Communication

Interpersonal Communication Skills

The Writing Process

Improving Your Writing Style

Neutral and Positive Messages

Persuasive Messages

Bad-News Messages

Writing the Report

Oral Presentations

Employment Communication

Filters

A conversation, rather than a one-way delivery of negative feedback, encourages employees to find their own solutions.