Question 1

The purpose of including both personal and impersonal language in a bad-news message is to

Accepted Answer

A)  separate readers from bad news and associate them with good news. 
B)  associate readers with good news and separate them from bad news. 
C)  avoid assuming any responsibility for the situation. 
D)  provide a smooth transition from opening to buffer to closing. 
E)  imply that the effect will be routine and therefore minimal. 
A)  separate readers from bad news and associate them with good news. 
B)  associate readers with good news and separate them from bad news. 
C)  avoid assuming any responsibility for the situation. 
D)  provide a smooth transition from opening to buffer to closing. 
E)  imply that the effect will be routine and therefore minimal.

Question 2

What factors should you consider when refusing a customer's request?

Accepted Answer

The indirect approach may be used becaus

Question 3

What factors have a major impact on the content and organization of a bad-news message?

Accepted Answer

The reader's needs, expectations, and pe

Question 4

If possible, when firing a someone it is best to give the news in person.

Accepted Answer

A) True 
 B)False

Question 5

A buffer should show appreciation and be interesting so that it motivates the reader to continue reading.

Accepted Answer

A) True 
 B)False

Question 6

If you have built relationships with people throughout the interview process, it is best to avoid further contact if you reject the job offer.​

Accepted Answer

A) True 
 B)False

Question 7

When writing a bad-news message, one of your goals is to keep the reader's goodwill.

Accepted Answer

A) True 
 B)False

Question 8

You should consider using a buffer statement when writing a message that rejects a proposal from an employee.

Accepted Answer

A) True 
 B)False

Question 9

One way to justify your decision in a bad-news message is to

Accepted Answer

A)  show how your company benefits. 
B)  state how your refusing the idea will benefit the reader. 
C)  cite confidentiality. 
D)  explain that a third party will benefit. 
E)  focus on the negative news itself rather than on the reasons. 
A)  show how your company benefits. 
B)  state how your refusing the idea will benefit the reader. 
C)  cite confidentiality. 
D)  explain that a third party will benefit. 
E)  focus on the negative news itself rather than on the reasons.

Question 10

Discussing how the refusal or rejection benefits the reader or someone other than your organization makes a bad-news message sound selfish.

Accepted Answer

A) True 
 B)False

Question 11

Andrew Grove, co-founder of Intel Corporation, said, "The worse the news, the more effort that should go into communicating it." Do you agree or disagree? Why?

Accepted Answer

The case for seriously planning a bad-ne

Question 12

When refusing a product replacement request in which the customer's actions are responsible for the problem, you should use personalized language.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following is NOT a characteristic of an effective buffer?​

Accepted Answer

A)  ​Neutral 
B)  ​Relevant 
C)  ​Uninteresting 
D)  ​Supportive 
A)  ​Neutral 
B)  ​Relevant 
C)  ​Uninteresting 
D)  ​Supportive

Question 14

Assume that you are refusing a request to provide free software for each participant at a conference. List four types of effective buffers, and then write an effective buffer for each type that you listed.

Accepted Answer

Students are to list four of the followi

Question 15

Bad-news announcements are often written in response to another message.

Accepted Answer

A) True 
 B)False

Question 16

How you react should have no impact on how much constructive feedback you receive.​

Accepted Answer

A) True 
 B)False

Question 17

Always tell the bad news in the first paragraph.

Accepted Answer

A) True 
 B)False

Question 18

Which of these statements is the most effective closing a bad-news message?

Accepted Answer

A)  I am very sorry we cannot help you in this area. 
B)  Please let me know if you have any further questions. 
C)  I'll be glad to respond to any further questions. 
D)  I trust you'll understand our course of action. 
E)  The new store hours are sure to make it convenient for you to stop by. 
A)  I am very sorry we cannot help you in this area. 
B)  Please let me know if you have any further questions. 
C)  I'll be glad to respond to any further questions. 
D)  I trust you'll understand our course of action. 
E)  The new store hours are sure to make it convenient for you to stop by.

Question 19

Typically, you should use the direct approach for a bad-news message if

Accepted Answer

A)  the reader is not likely to have an emotional response. 
B)  the reader sent you a persuasive letter, not a routine letter. 
C)  the reader is not expecting a negative response. 
D)  the negative news involves a significant matter. 
E)  you do not have a close relationship with the reader. 
A)  the reader is not likely to have an emotional response. 
B)  the reader sent you a persuasive letter, not a routine letter. 
C)  the reader is not expecting a negative response. 
D)  the negative news involves a significant matter. 
E)  you do not have a close relationship with the reader.

Question 20

When a colleague asks you for a small favor that you cannot grant, you should use a goodwill opening and a buffer closing as a courtesy.

Accepted Answer

A) True 
 B)False

The purpose of including both personal and impersonal language in a bad-news message is to

What factors should you consider when refusing a customer's request?

What factors have a major impact on the content and organization of a bad-news message?

If possible, when firing a someone it is best to give the news in person.

A buffer should show appreciation and be interesting so that it motivates the reader to continue reading.

If you have built relationships with people throughout the interview process, it is best to avoid further contact if you reject the job offer.

When writing a bad-news message, one of your goals is to keep the reader's goodwill.

You should consider using a buffer statement when writing a message that rejects a proposal from an employee.

One way to justify your decision in a bad-news message is to

Discussing how the refusal or rejection benefits the reader or someone other than your organization makes a bad-news message sound selfish.

Andrew Grove, co-founder of Intel Corporation, said, "The worse the news, the more effort that should go into communicating it." Do you agree or disagree? Why?

When refusing a product replacement request in which the customer's actions are responsible for the problem, you should use personalized language.

Which of the following is NOT a characteristic of an effective buffer?

Assume that you are refusing a request to provide free software for each participant at a conference. List four types of effective buffers, and then write an effective buffer for each type that you listed.

Bad-news announcements are often written in response to another message.

How you react should have no impact on how much constructive feedback you receive.

Always tell the bad news in the first paragraph.

Which of these statements is the most effective closing a bad-news message?

Typically, you should use the direct approach for a bad-news message if

When a colleague asks you for a small favor that you cannot grant, you should use a goodwill opening and a buffer closing as a courtesy.

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

The purpose of including both personal and impersonal language in a bad-news message is to

What factors should you consider when refusing a customer's request?

What factors have a major impact on the content and organization of a bad-news message?

If possible, when firing a someone it is best to give the news in person.

A buffer should show appreciation and be interesting so that it motivates the reader to continue reading.

If you have built relationships with people throughout the interview process, it is best to avoid further contact if you reject the job offer.​

When writing a bad-news message, one of your goals is to keep the reader's goodwill.

You should consider using a buffer statement when writing a message that rejects a proposal from an employee.

One way to justify your decision in a bad-news message is to

Discussing how the refusal or rejection benefits the reader or someone other than your organization makes a bad-news message sound selfish.

Andrew Grove, co-founder of Intel Corporation, said, "The worse the news, the more effort that should go into communicating it." Do you agree or disagree? Why?

When refusing a product replacement request in which the customer's actions are responsible for the problem, you should use personalized language.

Which of the following is NOT a characteristic of an effective buffer?​

Assume that you are refusing a request to provide free software for each participant at a conference. List four types of effective buffers, and then write an effective buffer for each type that you listed.

Bad-news announcements are often written in response to another message.

How you react should have no impact on how much constructive feedback you receive.​

Always tell the bad news in the first paragraph.

Which of these statements is the most effective closing a bad-news message?

Typically, you should use the direct approach for a bad-news message if

When a colleague asks you for a small favor that you cannot grant, you should use a goodwill opening and a buffer closing as a courtesy.

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

If you have built relationships with people throughout the interview process, it is best to avoid further contact if you reject the job offer.

Which of the following is NOT a characteristic of an effective buffer?

How you react should have no impact on how much constructive feedback you receive.