Question 1

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

Accepted Answer

A)  include a goodwill statement aimed at maintaining a good relationship with the reader 
B)  offer explanations for the bad news 
C)  give a clear statement of the bad news 
D)  provide an apology 
A)  include a goodwill statement aimed at maintaining a good relationship with the reader 
B)  offer explanations for the bad news 
C)  give a clear statement of the bad news 
D)  provide an apology

Question 2

Which of the following is a guideline to follow when sending negative organizational news?

Accepted Answer

A)  Add an element of surprise whenever possible. 
B)  Always use a buffer to prepare readers for the bad news. 
C)  Match your approach to the situation. 
D)  Close with a clear expression of optimism. 
A)  Add an element of surprise whenever possible. 
B)  Always use a buffer to prepare readers for the bad news. 
C)  Match your approach to the situation. 
D)  Close with a clear expression of optimism.

Question 3

Margaret is in the process of developing a message using the direct approach to inform a customer that the company is currently all sold out of the AT3 model lawnmower that he wished to purchase. Which of the following lines would best form the opening lines of this message?

Accepted Answer

A)  The AT3 model lawnmower is the best-selling lawnmower in the market right now and a favourite of homeowners across the country. 
B)  We regret to inform you that we are currently all sold out of the AT3 model lawnmower that you had requested. 
C)  We are currently all sold out of the best-selling AT3 model lawnmower that you had requested. 
D)  Summer is peak season for us and we usually see a marked spike in demand for our entire range of lawn mowers during this time; it's no different this time. 
A)  The AT3 model lawnmower is the best-selling lawnmower in the market right now and a favourite of homeowners across the country. 
B)  We regret to inform you that we are currently all sold out of the AT3 model lawnmower that you had requested. 
C)  We are currently all sold out of the best-selling AT3 model lawnmower that you had requested. 
D)  Summer is peak season for us and we usually see a marked spike in demand for our entire range of lawn mowers during this time; it's no different this time.

Question 4

In order to respond effectively to negative information in a social media environment, companies should make it a point to respond to each and every rumour and negative message.

Accepted Answer

A) True 
 B)False

Question 5

An apology should ________.

Accepted Answer

A)  be stated at the end of your buffer 
B)  be stated at the beginning of your buffer 
C)  not be included if there is a threat of a lawsuit 
D)  include an explanation of your reasons for the bad news in the buffer 
A)  be stated at the end of your buffer 
B)  be stated at the beginning of your buffer 
C)  not be included if there is a threat of a lawsuit 
D)  include an explanation of your reasons for the bad news in the buffer

Question 6

How can you avoid accusations of defamation as an employee?

Accepted Answer

Avoid using any kind of abusive language

Question 7

When delivering bad news, you want to try to get the readers to agree that the news is fair and reasonable.

Accepted Answer

A) True 
 B)False

Question 8

A poorly written buffer might do all of the following EXCEPT ________.

Accepted Answer

A)  trivialize the reader's concerns 
B)  come across an insincere and trite 
C)  introduce the general subject matter 
D)  divert attention from the problem with insincere flattery or irrelevant material 
A)  trivialize the reader's concerns 
B)  come across an insincere and trite 
C)  introduce the general subject matter 
D)  divert attention from the problem with insincere flattery or irrelevant material

Question 9

Which of the following is a guideline to follow when sending negative organizational news?

Accepted Answer

A)  Add an element of surprise whenever possible. 
B)  Always use a buffer to prepare readers for the bad news. 
C)  Use the direct approach for organizing the message. 
D)  Use multiple media to reach out to the audience. 
A)  Add an element of surprise whenever possible. 
B)  Always use a buffer to prepare readers for the bad news. 
C)  Use the direct approach for organizing the message. 
D)  Use multiple media to reach out to the audience.

Question 10

If there is low emotional involvement, use the ________ approach.

Accepted Answer

The answer of If there is low emotional involvement, use...

Question 11

When conveying negative organizational news, you should ________.

Accepted Answer

A)  utilize the element of surprise to buy time to prepare a response 
B)  use face-to-face communication, not electronic communication 
C)  ideally use the direct approach 
D)  look for angles but do not exude false information 
A)  utilize the element of surprise to buy time to prepare a response 
B)  use face-to-face communication, not electronic communication 
C)  ideally use the direct approach 
D)  look for angles but do not exude false information

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)  Try to put the bad news as the main clause of a compound or complex sentence. 
B)  Avoid putting the bad news in parenthetical expressions. 
C)  Emphasize what you can do or have done rather than what you cannot do. 
D)  Put the bad news in the beginning or end of a paragraph. 
A)  Try to put the bad news as the main clause of a compound or complex sentence. 
B)  Avoid putting the bad news in parenthetical expressions. 
C)  Emphasize what you can do or have done rather than what you cannot do. 
D)  Put the bad news in the beginning or end of a paragraph.

Question 13

In a negative message using the indirect approach, well-written reasons are NOT ________.

Accepted Answer

A)  individualized 
B)  positive 
C)  apologetic 
D)  detailed 
A)  individualized 
B)  positive 
C)  apologetic 
D)  detailed

Question 14

________ messages take more time to write.

Accepted Answer

The answer of ________ messages take more time to write....

Question 15

When conveying negative organizational news, you should ________.

Accepted Answer

A)  utilize the element of surprise to buy time to prepare a response 
B)  use face-to-face communication, not electronic communication 
C)  ideally use the direct approach 
D)  seek expert advice 
A)  utilize the element of surprise to buy time to prepare a response 
B)  use face-to-face communication, not electronic communication 
C)  ideally use the direct approach 
D)  seek expert advice

Question 16

The most damaging "no" is usually the one you don't explain.

Accepted Answer

A) True 
 B)False

Question 17

When done poorly, the indirect approach can be disrespectful and even unethical.

Accepted Answer

A) True 
 B)False

Question 18

You can ease disappointment by using positive words rather than negative ones.

Accepted Answer

A) True 
 B)False

Question 19

The indirect approach is meant to obscure bad news, delay it, or limit your responsibility.

Accepted Answer

A) True 
 B)False

Question 20

The primary advantage of using the direct approach is that it ________.

Accepted Answer

A)  is efficient 
B)  prepares readers for the bad news 
C)  is useful in limiting your responsibility 
D)  helps obscure the bad news 
A)  is efficient 
B)  prepares readers for the bad news 
C)  is useful in limiting your responsibility 
D)  helps obscure the bad news

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

Which of the following is a guideline to follow when sending negative organizational news?

Margaret is in the process of developing a message using the direct approach to inform a customer that the company is currently all sold out of the AT3 model lawnmower that he wished to purchase. Which of the following lines would best form the opening lines of this message?

In order to respond effectively to negative information in a social media environment, companies should make it a point to respond to each and every rumour and negative message.

An apology should ________.

How can you avoid accusations of defamation as an employee?

When delivering bad news, you want to try to get the readers to agree that the news is fair and reasonable.

A poorly written buffer might do all of the following EXCEPT ________.

Which of the following is a guideline to follow when sending negative organizational news?

If there is low emotional involvement, use the ________ approach.

When conveying negative organizational news, you should ________.

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?

In a negative message using the indirect approach, well-written reasons are NOT ________.

________ messages take more time to write.

When conveying negative organizational news, you should ________.

The most damaging "no" is usually the one you don't explain.

When done poorly, the indirect approach can be disrespectful and even unethical.

You can ease disappointment by using positive words rather than negative ones.

The indirect approach is meant to obscure bad news, delay it, or limit your responsibility.

The primary advantage of using the direct approach is that it ________.

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

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

Which of the following is a guideline to follow when sending negative organizational news?

Margaret is in the process of developing a message using the direct approach to inform a customer that the company is currently all sold out of the AT3 model lawnmower that he wished to purchase. Which of the following lines would best form the opening lines of this message?

In order to respond effectively to negative information in a social media environment, companies should make it a point to respond to each and every rumour and negative message.

An apology should ________.

How can you avoid accusations of defamation as an employee?

When delivering bad news, you want to try to get the readers to agree that the news is fair and reasonable.

A poorly written buffer might do all of the following EXCEPT ________.

Which of the following is a guideline to follow when sending negative organizational news?

If there is low emotional involvement, use the ________ approach.

When conveying negative organizational news, you should ________.

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?

In a negative message using the indirect approach, well-written reasons are NOT ________.

________ messages take more time to write.

When conveying negative organizational news, you should ________.

The most damaging "no" is usually the one you don't explain.

When done poorly, the indirect approach can be disrespectful and even unethical.

You can ease disappointment by using positive words rather than negative ones.

The indirect approach is meant to obscure bad news, delay it, or limit your responsibility.

The primary advantage of using the direct approach is that it ________.

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