Question 1

When providing reasons for bad news in a negative news message that uses the indirect approach, you should ________.

Accepted Answer

A)  use "company policy" as the reason whenever possible 
B)  start with the most positive points and then move on to increasingly negative ones 
C)  present your reasons in a clearly apologetic tone 
D)  avoid going into details of the reasons for the bad news 
A)  use "company policy" as the reason whenever possible 
B)  start with the most positive points and then move on to increasingly negative ones 
C)  present your reasons in a clearly apologetic tone 
D)  avoid going into details of the reasons for the bad news

Question 2

Use multiple media for affected audiences to communicate negative organizational news.

Accepted Answer

A) True 
 B)False

Question 3

In the context of using the indirect approach to negative messages, what is a buffer? Is it ethical to use a buffer in a negative message? What constitutes a poorly written buffer and a good buffer? Explain with examples.

Accepted Answer

A buffer is a neutral, noncontroversial

Question 4

Which of the following is TRUE regarding social media and other communication technologies in a social media environment?

Accepted Answer

A)  Companies should limit their online presence to prevent online attacks and malicious campaigns. 
B)  Social media and other communication technologies have created the challenge of responding to online rumours, false information, and attacks on company reputation. 
C)  Companies should respond to each and every rumour or piece of negative information that appears in social media. 
D)  Companies should wait until a negative situation occurs to engage with customers in a social media environment. 
A)  Companies should limit their online presence to prevent online attacks and malicious campaigns. 
B)  Social media and other communication technologies have created the challenge of responding to online rumours, false information, and attacks on company reputation. 
C)  Companies should respond to each and every rumour or piece of negative information that appears in social media. 
D)  Companies should wait until a negative situation occurs to engage with customers in a social media environment.

Question 5

You don't have to apologize when refusing a claim.

Accepted Answer

A) True 
 B)False

Question 6

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)  consider the unique needs of every group 
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)  consider the unique needs of every group

Question 7

Tim is developing a message to inform a customer that though Volume 1 of a set of two books he ordered is being mailed right away, Volume 2 can be mailed out only after a week. Which of the following lines reflects the most effective way of making a clear statement of the bad news when organizing the message using the indirect method?

Accepted Answer

A)  We regret to inform you that, while we are mailing Volume 1 of the Goldwyn anthology to you right away, we can dispatch Volume 2 only next week. 
B)  The delivery of Volume 2 of the Goldwyn anthology has been delayed by a week, while Volume 1 is being mailed to you right away. 
C)  We are mailing Volume 1 of the Goldwyn anthology right away and Volume 2 will be delivered to you next week. 
D)  While we are mailing Volume 1 of the Goldwyn anthology to you right away, there will be a week-long delay in delivering Volume 2. 
A)  We regret to inform you that, while we are mailing Volume 1 of the Goldwyn anthology to you right away, we can dispatch Volume 2 only next week. 
B)  The delivery of Volume 2 of the Goldwyn anthology has been delayed by a week, while Volume 1 is being mailed to you right away. 
C)  We are mailing Volume 1 of the Goldwyn anthology right away and Volume 2 will be delivered to you next week. 
D)  While we are mailing Volume 1 of the Goldwyn anthology to you right away, there will be a week-long delay in delivering Volume 2.

Question 8

Bad news messages should be delivered promptly, without delay.

Accepted Answer

A) True 
 B)False

Question 9

Rewrite the following phrase using positive words rather than negative ones.
Because your payment was late, we cannot ship your order until next month.

Accepted Answer

Your order will be shipped nex

Question 10

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

Accepted Answer

The answer of The primary advantage of using the direct...

Question 11

An important aspect of a positive close is describing the actions being taken to avoid similar mistakes in the future.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following is NOT a goal of negative messages?

Accepted Answer

A)  Avoiding a lawsuit 
B)  Ensuring the acceptance of the bad news 
C)  Reducing further correspondence on the matter 
D)  Maintaining the organization's good image 
A)  Avoiding a lawsuit 
B)  Ensuring the acceptance of the bad news 
C)  Reducing further correspondence on the matter 
D)  Maintaining the organization's good image

Question 13

A buffer should get the readers in a positive frame of mind by letting them think that they will be pleased with the news they are about to hear.

Accepted Answer

A) True 
 B)False

Question 14

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 as the main clause of 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)  Embed the bad news in the middle of a paragraph. 
A)  Put the bad news as the main clause of 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)  Embed the bad news in the middle of a paragraph.

Question 15

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 as the main clause of a compound or complex sentence. 
B)  Use parenthetical expressions to frame the bad news. 
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)  Put the bad news as the main clause of a compound or complex sentence. 
B)  Use parenthetical expressions to frame the bad news. 
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 16

Bad news for employees should ideally be delivered by email or other electronic media.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following is TRUE about refusing claims and requests for adjustment?

Accepted Answer

A)  You should always accept responsibility for the negative answer. 
B)  You must resist the temptation to call the other party dishonest or incompetent. 
C)  You should clearly point out the customer's mistakes to him. 
D)  The direct approach is usually the better choice for this purpose. 
A)  You should always accept responsibility for the negative answer. 
B)  You must resist the temptation to call the other party dishonest or incompetent. 
C)  You should clearly point out the customer's mistakes to him. 
D)  The direct approach is usually the better choice for this purpose.

Question 18

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

Accepted Answer

A)  encourage further communication relating to the matter 
B)  imply that the matter is open to negotiation 
C)  act as though the negative news never happened 
D)  emphasize your respect for the audience 
A)  encourage further communication relating to the matter 
B)  imply that the matter is open to negotiation 
C)  act as though the negative news never happened 
D)  emphasize your respect for the audience

Question 19

When developing negative organizational news, you should match the approach used to organize the message to the situation.

Accepted Answer

A) True 
 B)False

Question 20

Himani, a manager at a large hotel and convention center, has drafted the following message to inform a customer that the ballroom that he wanted to rent for a company party is not available for the dates he had requested, but that larger ballrooms are available.
Using the general guidelines for writing negative messages, rewrite this message so that it is more effective in taking the sting out of the bad news, ensuring its acceptance, and in maintaining goodwill.
We regret to inform you that Ballroom A, which you had requested for an office party on 6 June, 2011, is not available. However, other ballrooms are available, except that they are much larger. Please contact me at 555-123-7891 for more information or to make a booking.

Accepted Answer

In order to ensure acceptance of negativ

When providing reasons for bad news in a negative news message that uses the indirect approach, you should ________.

Use multiple media for affected audiences to communicate negative organizational news.

In the context of using the indirect approach to negative messages, what is a buffer? Is it ethical to use a buffer in a negative message? What constitutes a poorly written buffer and a good buffer? Explain with examples.

Which of the following is TRUE regarding social media and other communication technologies in a social media environment?

You don't have to apologize when refusing a claim.

When conveying negative organizational news, you should ________.

Bad news messages should be delivered promptly, without delay.

Rewrite the following phrase using positive words rather than negative ones. Because your payment was late, we cannot ship your order until next month.

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

An important aspect of a positive close is describing the actions being taken to avoid similar mistakes in the future.

Which of the following is NOT a goal of negative messages?

A buffer should get the readers in a positive frame of mind by letting them think that they will be pleased with the news they are about to hear.

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?

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?

Bad news for employees should ideally be delivered by email or other electronic media.

Which of the following is TRUE about refusing claims and requests for adjustment?

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

When developing negative organizational news, you should match the approach used to organize the message to the situation.

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 providing reasons for bad news in a negative news message that uses the indirect approach, you should ________.

Use multiple media for affected audiences to communicate negative organizational news.

In the context of using the indirect approach to negative messages, what is a buffer? Is it ethical to use a buffer in a negative message? What constitutes a poorly written buffer and a good buffer? Explain with examples.

Which of the following is TRUE regarding social media and other communication technologies in a social media environment?

You don't have to apologize when refusing a claim.

When conveying negative organizational news, you should ________.

Bad news messages should be delivered promptly, without delay.

Rewrite the following phrase using positive words rather than negative ones. Because your payment was late, we cannot ship your order until next month.

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

An important aspect of a positive close is describing the actions being taken to avoid similar mistakes in the future.

Which of the following is NOT a goal of negative messages?

A buffer should get the readers in a positive frame of mind by letting them think that they will be pleased with the news they are about to hear.

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?

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?

Bad news for employees should ideally be delivered by email or other electronic media.

Which of the following is TRUE about refusing claims and requests for adjustment?

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

When developing negative organizational news, you should match the approach used to organize the message to the situation.

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