Question 1

When conveying negative news, you should always close on a ________ note.

Accepted Answer

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

Question 2

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 situation is routine or minor 
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 situation is routine or minor 
D)  you need to maintain a close working relationship with the reader

Question 3

Which of the following is TRUE about refusing routine requests?

Accepted Answer

A)  Use phrases such as "Let me think about it and get back to you" as a way to delay saying no. 
B)  The direct approach works best for most routine negative responses. 
C)  Avoid offering alternative ideas. 
D)  Always imply that other assistance or information might be available. 
A)  Use phrases such as "Let me think about it and get back to you" as a way to delay saying no. 
B)  The direct approach works best for most routine negative responses. 
C)  Avoid offering alternative ideas. 
D)  Always imply that other assistance or information might be available.

Question 4

Choose the ________ approach for most routine negative responses because it is simpler and more efficient.

Accepted Answer

The answer of Choose the ________ approach for most routine...

Question 5

In a negative message that uses the indirect approach, an ideal explanation section should ________ the bad news ahead.

Accepted Answer

The answer of In a negative message that uses the...

Question 6

If you are in a position to provide a recommendation but choose not to, what guidelines should you follow when rejecting the request?

Accepted Answer

• Disqualify yourself by saying you're n

Question 7

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

Accepted Answer

A)  firmness is needed in communicating the message 
B)  the reader has an emotional investment in the situation 
C)  you want to soften the blow of the negative news 
D)  you need to maintain a close working relationship with the reader 
A)  firmness is needed in communicating the message 
B)  the reader has an emotional investment in the situation 
C)  you want to soften the blow of the negative news 
D)  you need to maintain a close working relationship with the reader

Question 8

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)  Seize each situation as an opportunity to reshape or invigorate the organization. 
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)  Seize each situation as an opportunity to reshape or invigorate the organization. 
D)  Close with a clear expression of optimism.

Question 9

It is often wise to get the opinions of lawyers, accountants, and other specialists when delivering negative organizational announcements.

Accepted Answer

A) True 
 B)False

Question 10

When closing a negative message organized by using the indirect approach, you should always be ________.

Accepted Answer

The answer of When closing a negative message organized by...

Question 11

The direct approach for delivering bad news is best for people who ________.

Accepted Answer

A)  understand the possibility of getting bad news 
B)  are unfamiliar with your company 
C)  you do not know well 
D)  all of the above 
A)  understand the possibility of getting bad news 
B)  are unfamiliar with your company 
C)  you do not know well 
D)  all of the above

Question 12

A good buffer establishes ________ with the reader.

Accepted Answer

The answer of A good buffer establishes ________ with the...

Question 13

The content and tone are essentially the same for negative messages.

Accepted Answer

A) True 
 B)False

Question 14

When developing messages conveying negative organizational news, one should match one's approach to the situation. As a public relations executive at a multinational food company, what approach would you use when sending a message communicating to the public a recall of a batch of canned food that was found to have been contaminated with E. coli virus? Would you use the same approach to inform the public that you are discontinuing a certain line of cereals due to low demand? Why/why not?

Accepted Answer

The first instance is an emergency situa

Question 15

If you're being asked to give a recommendation in your official capacity as a representative of your firm, you need to be aware of your ________ regarding recommendations.

Accepted Answer

The answer of If you're being asked to give a...

Question 16

Even if you're not in a supervisory role, you may need to reject requests for ________.

Accepted Answer

The answer of Even if you're not in a supervisory...

Question 17

If you've failed to meet expectations that you set for the customer, an element of apology should be considered when conveying negative news about the transaction.

Accepted Answer

A) True 
 B)False

Question 18

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

Question 19

What are the five main goals when delivering bad news?

Accepted Answer

1. To convey the bad news, 2. To gain ac

Question 20

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)  Respond appropriately after you have assessed the negative message and you have made an effective response based on the overall public relations plan. 
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)  Respond appropriately after you have assessed the negative message and you have made an effective response based on the overall public relations plan. 
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.

When conveying negative news, you should always close on a ________ note.

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

Which of the following is TRUE about refusing routine requests?

Choose the ________ approach for most routine negative responses because it is simpler and more efficient.

In a negative message that uses the indirect approach, an ideal explanation section should ________ the bad news ahead.

If you are in a position to provide a recommendation but choose not to, what guidelines should you follow when rejecting the request?

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

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

It is often wise to get the opinions of lawyers, accountants, and other specialists when delivering negative organizational announcements.

When closing a negative message organized by using the indirect approach, you should always be ________.

The direct approach for delivering bad news is best for people who ________.

A good buffer establishes ________ with the reader.

The content and tone are essentially the same for negative messages.

If you're being asked to give a recommendation in your official capacity as a representative of your firm, you need to be aware of your ________ regarding recommendations.

Even if you're not in a supervisory role, you may need to reject requests for ________.

If you've failed to meet expectations that you set for the customer, an element of apology should be considered when conveying negative news about the transaction.

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?

What are the five main goals when delivering bad news?

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

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

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Exam 8: Writing Negative Messages

When conveying negative news, you should always close on a ________ note.

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

Which of the following is TRUE about refusing routine requests?

Choose the ________ approach for most routine negative responses because it is simpler and more efficient.

In a negative message that uses the indirect approach, an ideal explanation section should ________ the bad news ahead.

If you are in a position to provide a recommendation but choose not to, what guidelines should you follow when rejecting the request?

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

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

It is often wise to get the opinions of lawyers, accountants, and other specialists when delivering negative organizational announcements.

When closing a negative message organized by using the indirect approach, you should always be ________.

The direct approach for delivering bad news is best for people who ________.

A good buffer establishes ________ with the reader.

The content and tone are essentially the same for negative messages.

If you're being asked to give a recommendation in your official capacity as a representative of your firm, you need to be aware of your ________ regarding recommendations.

Even if you're not in a supervisory role, you may need to reject requests for ________.

If you've failed to meet expectations that you set for the customer, an element of apology should be considered when conveying negative news about the transaction.

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?

What are the five main goals when delivering bad news?

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

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