Question 1

An increasing number of managers are using the medium of ________ to deliver negative messages to their employees when it is not usually the best option.

Accepted Answer

email

Question 2

When sending negative organizational news you should exude optimism at all cost.

Accepted Answer

A) True 
 B)False  False

Question 3

Careless ________ in a negative message can make a bad situation even worse by creating the impression that the sender doesn't care enough about the situation to invest the time and effort it takes to produce a professional-quality message.

Accepted Answer

errors

Question 4

Lara is responding to a customer who complained that his broadband service was down for two days during a recent storm and that he missed out on some important business communications as a result. Which of the following lines reflects the best way in which Lara can apologize to this customer?

Accepted Answer

A)  I am shocked and dismayed that you had to go through this. 
B)  I take personal responsibility for the inconvenience caused to you. 
C)  I am sorry that the company could not get your service back up more promptly. 
D)  I am sorry to hear of your difficulties. 
A)  I am shocked and dismayed that you had to go through this. 
B)  I take personal responsibility for the inconvenience caused to you. 
C)  I am sorry that the company could not get your service back up more promptly. 
D)  I am sorry to hear of your difficulties.

Question 5

If you call a customer or client dishonest or incompetent, you could be sued for ________, a false statement that damages someone's reputation.

Accepted Answer

The answer of If you call a customer or client...

Question 6

Which of the following is a guideline for refusing claims?

Accepted Answer

A)  Use the indirect approach in most such instances. 
B)  Maintain a personal and intimate tone to build rapport. 
C)  Apologize sincerely for the negative answer. 
D)  Don't offer alternative solutions as that is unethical. 
A)  Use the indirect approach in most such instances. 
B)  Maintain a personal and intimate tone to build rapport. 
C)  Apologize sincerely for the negative answer. 
D)  Don't offer alternative solutions as that is unethical.

Question 7

The direct approach is usually the better choice for making negative announcements on routine business matters.

Accepted Answer

A) True 
 B)False

Question 8

As a Fire Insurance Claims Adjuster with Veritas Insurance, Marshall must send a message to Synthesis Inc. refusing their claim for damages caused due to a fire in their warehouse. He uses the direct method to organize the message. Which of the following statements, if TRUE, would support Marshall's choice?

Accepted Answer

A)  Synthesis Inc. will be in serious financial trouble if Veritas refuses to cover the damage, and would probably have to file for bankruptcy. 
B)  This is the first claim ever made by Synthesis Inc. in the 10 years that it has insured with Marshall's company. 
C)  Synthesis Inc.'s policy is a comprehensive one that indemnifies for loss arising out of fire, burglary, theft, and third party risks. 
D)  A preliminary report filed by Veritas with Synthesis Inc. immediately after the fire indicated that the fire was a result of a robbery and would be covered under the company's Theft Insurance policy. 
A)  Synthesis Inc. will be in serious financial trouble if Veritas refuses to cover the damage, and would probably have to file for bankruptcy. 
B)  This is the first claim ever made by Synthesis Inc. in the 10 years that it has insured with Marshall's company. 
C)  Synthesis Inc.'s policy is a comprehensive one that indemnifies for loss arising out of fire, burglary, theft, and third party risks. 
D)  A preliminary report filed by Veritas with Synthesis Inc. immediately after the fire indicated that the fire was a result of a robbery and would be covered under the company's Theft Insurance policy.

Question 9

You should use the indirect approach to organize negative news messages when ________.

Accepted Answer

A)  you need to get the reader's attention 
B)  the audience prefers short messages 
C)  the situation is routine or minor 
D)  the bad news will come as a shock to the audience 
A)  you need to get the reader's attention 
B)  the audience prefers short messages 
C)  the situation is routine or minor 
D)  the bad news will come as a shock to the audience

Question 10

You should use the direct approach to organize negative news messages when ________.

Accepted Answer

A)  you want to soften the blow of the negative news 
B)  the reader has an emotional investment in the situation 
C)  the reader does not like long, rambling messages 
D)  you need to maintain a close working relationship with the reader 
A)  you want to soften the blow of the negative news 
B)  the reader has an emotional investment in the situation 
C)  the reader does not like long, rambling messages 
D)  you need to maintain a close working relationship with the reader

Question 11

Which of the following is a goal you should have in mind when sending out a message communicating bad news about transactions to a customer?

Accepted Answer

A)  To limit your responsibility 
B)  To repair the relationship 
C)  To sell an alternative product or service 
D)  To limit further communication on the matter 
A)  To limit your responsibility 
B)  To repair the relationship 
C)  To sell an alternative product or service 
D)  To limit further communication on the matter

Question 12

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

Accepted Answer

A)  Subordinate the bad news in a compound or complex sentence. 
B)  Avoid putting the bad news in parenthetical expressions. 
C)  Maximize the space or time devoted to the bad news. 
D)  Put the bad news in the beginning or end of a paragraph. 
A)  Subordinate the bad news in a compound or complex sentence. 
B)  Avoid putting the bad news in parenthetical expressions. 
C)  Maximize the space or time devoted to the bad news. 
D)  Put the bad news in the beginning or end of a paragraph.

Question 13

When developing bad news about transactions, you should ________.

Accepted Answer

A)  explain how you are trying to resolve the problem 
B)  always open with an apology 
C)  use the direct approach 
D)  open with a clear and succinct statement of the bad news 
A)  explain how you are trying to resolve the problem 
B)  always open with an apology 
C)  use the direct approach 
D)  open with a clear and succinct statement of the bad news

Question 14

Which of the following is a guideline for responding effectively to rumours and negative information in a social media environment?

Accepted Answer

A)  Limit your online presence to prevent online attacks and malicious campaigns. 
B)  Assume that a positive reputation still needs to be diligently guarded and defended. 
C)  Respond to each and every rumour or piece of negative information that appears in social media. 
D)  Wait until a negative situation occurs to engage with customers in a social media environment. 
A)  Limit your online presence to prevent online attacks and malicious campaigns. 
B)  Assume that a positive reputation still needs to be diligently guarded and defended. 
C)  Respond to each and every rumour or piece of negative information that appears in social media. 
D)  Wait until a negative situation occurs to engage with customers in a social media environment.

Question 15

Companies that have active, mutually beneficial relationships with customers and other interested parties are less likely to be attacked unfairly online and more likely to survive such attacks if they do occur.

Accepted Answer

A) True 
 B)False

Question 16

If you can't meet preset customer expectations, you may need to ________.

Accepted Answer

The answer of If you can't meet preset customer expectations,...

Question 17

Which of the following is a guideline for closing a negative message organized using the indirect approach?

Accepted Answer

A)  Avoid a certain conclusion. 
B)  Encourage additional communication or discussion. 
C)  Act as though the negative news never happened. 
D)  Be sincere. 
A)  Avoid a certain conclusion. 
B)  Encourage additional communication or discussion. 
C)  Act as though the negative news never happened. 
D)  Be sincere.

Question 18

When using the direct approach to deliver bad news, the body of your message should include ________.

Accepted Answer

A)  an action step for ways to change or lessen the bad news 
B)  a clear statement of the bad news 
C)  reasons for the decision 
D)  all of the above 
A)  an action step for ways to change or lessen the bad news 
B)  a clear statement of the bad news 
C)  reasons for the decision 
D)  all of the above

Question 19

When conveying negative organizational news, you should try to minimize the ________.

Accepted Answer

The answer of When conveying negative organizational news, you should...

Question 20

The purpose of using the indirect approach to organize a negative message is to help readers ________.

Accepted Answer

The answer of The purpose of using the indirect approach...

An increasing number of managers are using the medium of ________ to deliver negative messages to their employees when it is not usually the best option.

When sending negative organizational news you should exude optimism at all cost.

Careless ________ in a negative message can make a bad situation even worse by creating the impression that the sender doesn't care enough about the situation to invest the time and effort it takes to produce a professional-quality message.

Lara is responding to a customer who complained that his broadband service was down for two days during a recent storm and that he missed out on some important business communications as a result. Which of the following lines reflects the best way in which Lara can apologize to this customer?

If you call a customer or client dishonest or incompetent, you could be sued for ________, a false statement that damages someone's reputation.

Which of the following is a guideline for refusing claims?

The direct approach is usually the better choice for making negative announcements on routine business matters.

You should use the indirect approach to organize negative news messages when ________.

You should use the direct approach to organize negative news messages when ________.

Which of the following is a goal you should have in mind when sending out a message communicating bad news about transactions to a customer?

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

When developing bad news about transactions, you should ________.

Which of the following is a guideline for responding effectively to rumours and negative information in a social media environment?

Companies that have active, mutually beneficial relationships with customers and other interested parties are less likely to be attacked unfairly online and more likely to survive such attacks if they do occur.

If you can't meet preset customer expectations, you may need to ________.

Which of the following is a guideline for closing a negative message organized using the indirect approach?

When using the direct approach to deliver bad news, the body of your message should include ________.

When conveying negative organizational news, you should try to minimize the ________.

The purpose of using the indirect approach to organize a negative message is to help readers ________.

Understanding Business Communication in Todays Workplace

Mastering Team Skills and Interpersonal Communication

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

Writing Routine and Positive Messages

Writing Persuasive Messages

Understanding and Planning Reports and Proposals

Writing and Completing Reports and Proposals

Developing Oral and Online Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Filters

Exam 8: Writing Negative Messages

An increasing number of managers are using the medium of ________ to deliver negative messages to their employees when it is not usually the best option.

When sending negative organizational news you should exude optimism at all cost.

Careless ________ in a negative message can make a bad situation even worse by creating the impression that the sender doesn't care enough about the situation to invest the time and effort it takes to produce a professional-quality message.

Lara is responding to a customer who complained that his broadband service was down for two days during a recent storm and that he missed out on some important business communications as a result. Which of the following lines reflects the best way in which Lara can apologize to this customer?

If you call a customer or client dishonest or incompetent, you could be sued for ________, a false statement that damages someone's reputation.

Which of the following is a guideline for refusing claims?

The direct approach is usually the better choice for making negative announcements on routine business matters.

You should use the indirect approach to organize negative news messages when ________.

You should use the direct approach to organize negative news messages when ________.

Which of the following is a goal you should have in mind when sending out a message communicating bad news about transactions to a customer?

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

When developing bad news about transactions, you should ________.

Which of the following is a guideline for responding effectively to rumours and negative information in a social media environment?

Companies that have active, mutually beneficial relationships with customers and other interested parties are less likely to be attacked unfairly online and more likely to survive such attacks if they do occur.

If you can't meet preset customer expectations, you may need to ________.

Which of the following is a guideline for closing a negative message organized using the indirect approach?

When using the direct approach to deliver bad news, the body of your message should include ________.

When conveying negative organizational news, you should try to minimize the ________.

The purpose of using the indirect approach to organize a negative message is to help readers ________.

Understanding Business Communication in Todays Workplace

Mastering Team Skills and Interpersonal Communication

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

Writing Routine and Positive Messages

Writing Persuasive Messages

Understanding and Planning Reports and Proposals

Writing and Completing Reports and Proposals

Developing Oral and Online Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Filters