Question 1

Which of the following is classified as an internal bad-news announcement?

Accepted Answer

A)  writing to refuse a request to address a national convention 
B)  writing to refuse a small favor requested by a colleague 
C)  informing a customer that you will not provide an adjustment 
D)  notifying all department heads of an immediate budget freeze 
E)  writing to deny a customer additional credit 
A)  writing to refuse a request to address a national convention 
B)  writing to refuse a small favor requested by a colleague 
C)  informing a customer that you will not provide an adjustment 
D)  notifying all department heads of an immediate budget freeze 
E)  writing to deny a customer additional credit

Question 2

Although it will not change the bad news, it is essential that the language used be persuasive to get the reader to accept the news.

Accepted Answer

A) True 
 B)False

Question 3

When you use the direct plan for a bad-news message, you should

Accepted Answer

A)  save any mention of the justification for the closing paragraph. 
B)  include a sincere apology in the first paragraph. 
C)  emphasize the reasons before presenting the negative news. 
D)  state the information in language as positively as possible. 
E)  avoid a friendly closing so you won't seem insincere. 
A)  save any mention of the justification for the closing paragraph. 
B)  include a sincere apology in the first paragraph. 
C)  emphasize the reasons before presenting the negative news. 
D)  state the information in language as positively as possible. 
E)  avoid a friendly closing so you won't seem insincere.

Question 4

One reason to avoid refusing a claim in the first paragraph is that you

Accepted Answer

A)  lack the spirit of reciprocity. 
B)  may lose the reader's goodwill. 
C)  leave a strong buffer to justify your decision. 
D)  should use the direct organizational plan. 
E)  want to clarify your rationale immediately. 
A)  lack the spirit of reciprocity. 
B)  may lose the reader's goodwill. 
C)  leave a strong buffer to justify your decision. 
D)  should use the direct organizational plan. 
E)  want to clarify your rationale immediately.

Question 5

What are four common errors to avoid when ending a bad-news message? Provide an example of each.

Accepted Answer

Students are to list four of the followi

Question 6

Compared to face-to-face meetings, email has which advantage(s) for delivering bad news?

Accepted Answer

A)  It allows the sender to determine precise wording 
B)  It gives the reader time to understand the message 
C)  It avoids confrontation 
D)  Both a and b 
A)  It allows the sender to determine precise wording 
B)  It gives the reader time to understand the message 
C)  It avoids confrontation 
D)  Both a and b

Question 7

It is important that you answer all potential questions in your response to prevent further unnecessary correspondence or discussion.

Accepted Answer

A) True 
 B)False

Question 8

To retain goodwill and help the reader "accept" the bad news you must

Accepted Answer

A)  show that the matter was taken seriously and the solution was objective and fair 
B)  just tell them the company policy 
C)  explain that it has always been done this way 
D)  apologize 
A)  show that the matter was taken seriously and the solution was objective and fair 
B)  just tell them the company policy 
C)  explain that it has always been done this way 
D)  apologize

Question 9

The direct plan is rarely used to refuse a customer's request in a complaint message.

Accepted Answer

A) True 
 B)False

Question 10

One general guideline for writing a message saying that you are not granting a routine favor is to

Accepted Answer

A)  use the indirect organizational plan. 
B)  assume that the reader expects a negative response. 
C)  provide a lengthy list of reasons. 
D)  avoid offering any justification. 
E)  mention your refusal in the first paragraph. 
A)  use the indirect organizational plan. 
B)  assume that the reader expects a negative response. 
C)  provide a lengthy list of reasons. 
D)  avoid offering any justification. 
E)  mention your refusal in the first paragraph.

Question 11

How does the organizational plan for refusing a "big" favor differ from the organizational plan for refusing a routine favor?

Accepted Answer

A writer asking for a "big" favor has pr

Question 12

To achieve the goals of a bad-news message, you should

Accepted Answer

A)  use general language to cushion the impact of the negative news. 
B)  persuade the reader that the decision is reasonable. 
C)  apologize for having to make the decision. 
D)  indicate the personal reasons for the decision. 
E)  choose the direct plan based on the "you" attitude. 
A)  use general language to cushion the impact of the negative news. 
B)  persuade the reader that the decision is reasonable. 
C)  apologize for having to make the decision. 
D)  indicate the personal reasons for the decision. 
E)  choose the direct plan based on the "you" attitude.

Question 13

The indirect plan for a bad-news message emphasizes the reasons rather than the bad news itself.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following is NOT a strategy for receiving constructive feedback?​

Accepted Answer

A)  ​Resist your first reaction. 
B)  ​Demonstrate good listening skills. 
C)  ​Take the feedback with a grain of salt, since it only reflects the opinion of the manager. 
D)  ​Know that your reaction has consequences. 
A)  ​Resist your first reaction. 
B)  ​Demonstrate good listening skills. 
C)  ​Take the feedback with a grain of salt, since it only reflects the opinion of the manager. 
D)  ​Know that your reaction has consequences.

Question 15

Which of the following is not a characteristic of an effective buffer for a bad-news message?

Accepted Answer

A)  relevant 
B)  supportive 
C)  neutral 
D)  short 
E)  controversial 
A)  relevant 
B)  supportive 
C)  neutral 
D)  short 
E)  controversial

Question 16

Writing a message in which you reject someone's idea can be a challenge because

Accepted Answer

A)  few form letters exist on which to model your letter. 
B)  you may have to take action against the person if the idea comes up again. 
C)  the person has probably invested considerable time in developing the idea. 
D)  you want to subtly suggest that the reader refrain from submitting more ideas. 
E)  you are more concerned with justifying the decision than with retaining the person's goodwill. 
A)  few form letters exist on which to model your letter. 
B)  you may have to take action against the person if the idea comes up again. 
C)  the person has probably invested considerable time in developing the idea. 
D)  you want to subtly suggest that the reader refrain from submitting more ideas. 
E)  you are more concerned with justifying the decision than with retaining the person's goodwill.

Question 17

What should you keep in mind when discussing the reasons in a bad-news message?

Accepted Answer

The explanation should convince the read

Question 18

The first thing you must know before giving bad news is how your audience will react.

Accepted Answer

A) True 
 B)False

Question 19

Within the text of a bad-news message, it is appropriate to use passive voice with words such as although and however to soften the refusal and retain goodwill.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following is an example of neutral or positive language you might use to convey bad news about rejecting an idea?

Accepted Answer

A)  Unfortunately, we are unable to use your project idea as submitted. 
B)  According to company policy, no other projects may be started this year. 
C)  Our company is unable to move ahead on new projects at this time. 
D)  The company is cutting costs by postponing any new projects until next year. 
E)  Thank you for your interesting idea, although it is impossible to implement at this time. 
A)  Unfortunately, we are unable to use your project idea as submitted. 
B)  According to company policy, no other projects may be started this year. 
C)  Our company is unable to move ahead on new projects at this time. 
D)  The company is cutting costs by postponing any new projects until next year. 
E)  Thank you for your interesting idea, although it is impossible to implement at this time.

Which of the following is classified as an internal bad-news announcement?

Although it will not change the bad news, it is essential that the language used be persuasive to get the reader to accept the news.

When you use the direct plan for a bad-news message, you should

One reason to avoid refusing a claim in the first paragraph is that you

What are four common errors to avoid when ending a bad-news message? Provide an example of each.

Compared to face-to-face meetings, email has which advantage(s) for delivering bad news?

It is important that you answer all potential questions in your response to prevent further unnecessary correspondence or discussion.

To retain goodwill and help the reader "accept" the bad news you must

The direct plan is rarely used to refuse a customer's request in a complaint message.

One general guideline for writing a message saying that you are not granting a routine favor is to

How does the organizational plan for refusing a "big" favor differ from the organizational plan for refusing a routine favor?

To achieve the goals of a bad-news message, you should

The indirect plan for a bad-news message emphasizes the reasons rather than the bad news itself.

Which of the following is NOT a strategy for receiving constructive feedback?

Which of the following is not a characteristic of an effective buffer for a bad-news message?

Writing a message in which you reject someone's idea can be a challenge because

What should you keep in mind when discussing the reasons in a bad-news message?

The first thing you must know before giving bad news is how your audience will react.

Within the text of a bad-news message, it is appropriate to use passive voice with words such as although and however to soften the refusal and retain goodwill.

Which of the following is an example of neutral or positive language you might use to convey bad news about rejecting an idea?

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

Which of the following is classified as an internal bad-news announcement?

Although it will not change the bad news, it is essential that the language used be persuasive to get the reader to accept the news.

When you use the direct plan for a bad-news message, you should

One reason to avoid refusing a claim in the first paragraph is that you

What are four common errors to avoid when ending a bad-news message? Provide an example of each.

Compared to face-to-face meetings, email has which advantage(s) for delivering bad news?

It is important that you answer all potential questions in your response to prevent further unnecessary correspondence or discussion.

To retain goodwill and help the reader "accept" the bad news you must

The direct plan is rarely used to refuse a customer's request in a complaint message.

One general guideline for writing a message saying that you are not granting a routine favor is to

How does the organizational plan for refusing a "big" favor differ from the organizational plan for refusing a routine favor?

To achieve the goals of a bad-news message, you should

The indirect plan for a bad-news message emphasizes the reasons rather than the bad news itself.

Which of the following is NOT a strategy for receiving constructive feedback?​

Which of the following is not a characteristic of an effective buffer for a bad-news message?

Writing a message in which you reject someone's idea can be a challenge because

What should you keep in mind when discussing the reasons in a bad-news message?

The first thing you must know before giving bad news is how your audience will react.

Within the text of a bad-news message, it is appropriate to use passive voice with words such as although and however to soften the refusal and retain goodwill.

Which of the following is an example of neutral or positive language you might use to convey bad news about rejecting an idea?

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

Which of the following is NOT a strategy for receiving constructive feedback?