Question 1

When refusing claims, use the ________ approach in most instances.

Accepted Answer

The answer of When refusing claims, use the ________ approach...

Question 2

Briefly describe the eight types of buffers.

Accepted Answer

1. Agreement-Find a point on which you a

Question 3

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

Accepted Answer

A)  include a sincere apology 
B)  give additional information about the bad news revealed in the opening 
C)  first reveal the bad news and then suggest alternative courses of action 
D)  signal the negative news ahead 
A)  include a sincere apology 
B)  give additional information about the bad news revealed in the opening 
C)  first reveal the bad news and then suggest alternative courses of action 
D)  signal the negative news ahead

Question 4

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)  De-emphasize the bad news. 
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)  De-emphasize the bad news.

Question 5

As an executive in the Admissions Office of Greenwood College, Janet must send rejection letters to applicants to the MBA program at the college. She decides to organize her messages using the indirect approach. Which of the following facts, if TRUE, would support Janet's choice?

Accepted Answer

A)  All the rejected applicants are offered the option of registering for the two-year diploma course in management instead, which has the same standing in the job market as an MBA. 
B)  The college was recently refused a grant that it had applied for to support its MBA program. 
C)  The college's decision is final and further discussion or communication about the matter will not be entertained. 
D)  Owing to the large number of enrollments it accepts and its above average rating, this college is considered a "safety net" college by several applicants-a college they wouldn't mind getting into if the bigger names don't work out. 
A)  All the rejected applicants are offered the option of registering for the two-year diploma course in management instead, which has the same standing in the job market as an MBA. 
B)  The college was recently refused a grant that it had applied for to support its MBA program. 
C)  The college's decision is final and further discussion or communication about the matter will not be entertained. 
D)  Owing to the large number of enrollments it accepts and its above average rating, this college is considered a "safety net" college by several applicants-a college they wouldn't mind getting into if the bigger names don't work out.

Question 6

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

Accepted Answer

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

Question 7

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)  if possible, give yourself enough time to plan and manage a response 
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)  if possible, give yourself enough time to plan and manage a response

Question 8

What are the four steps an organization must take to respond effectively to rumours and negative information in a social media environment?

Accepted Answer

An organization should follow these four

Question 9

In a negative message using the indirect approach, the buffer in the opening is immediately followed by a(n) ________.

Accepted Answer

A)  clear statement of the bad news 
B)  explanation for the news 
C)  neutral statement unrelated to the purpose of the message 
D)  positive statement, expressing genuine optimism for the future 
A)  clear statement of the bad news 
B)  explanation for the news 
C)  neutral statement unrelated to the purpose of the message 
D)  positive statement, expressing genuine optimism for the future

Question 10

When using the indirect approach in organizing your negative news message, the reasons for the bad news should precede the actual statement of the bad news.

Accepted Answer

A) True 
 B)False

Question 11

Rewrite the following phrase using positive words rather than negative ones:
You made a mistake on this bill.

Accepted Answer

The bill was incorre

Question 12

As General Manager of a company, Julian needs to write a message turning down a request for additional funds for a promotion drive planned by the company's marketing department. Which of the following lines would best serve as a buffer statement for this message, considering that you are using the indirect approach in organizing this message?

Accepted Answer

A)  We would love to grant your request but budget constraints do not allow us to do so at this point. 
B)  We share your goal of increasing the company's revenues by 25% this year. 
C)  The marketing department is doing a great job out there and we would like to do all we can to help. 
D)  This year has proven to be one of dramatic growth for our company. 
A)  We would love to grant your request but budget constraints do not allow us to do so at this point. 
B)  We share your goal of increasing the company's revenues by 25% this year. 
C)  The marketing department is doing a great job out there and we would like to do all we can to help. 
D)  This year has proven to be one of dramatic growth for our company.

Question 13

To create an effective negative message, it is important to choose ________ words that can ease disappointment.

Accepted Answer

The answer of To create an effective negative message, it...

Question 14

An effective buffer is a neutral, noncontroversial statement unrelated to the main purpose of the message.

Accepted Answer

A) True 
 B)False

Question 15

You need to convey to a customer that his shipment will arrive a week late. Which of the following lines will be most effective in communicating this news?

Accepted Answer

A)  We regret to inform you that your shipment will arrive a week late. 
B)  Due to unavoidable circumstances, your shipment has been delayed by a week. 
C)  Your shipment will be delivered next week. 
D)  Your shipment will arrive next week, even though we promised that you would receive it this week. 
A)  We regret to inform you that your shipment will arrive a week late. 
B)  Due to unavoidable circumstances, your shipment has been delayed by a week. 
C)  Your shipment will be delivered next week. 
D)  Your shipment will arrive next week, even though we promised that you would receive it this week.

Question 16

The ________ approach to organizing negative messages opens with the reasons behind the bad news before presenting the bad news itself.

Accepted Answer

A)  indirect 
B)  short 
C)  direct 
D)  informal 
A)  indirect 
B)  short 
C)  direct 
D)  informal

Question 17

What are the guidelines for handling bad news about transactions?

Accepted Answer

Bad news about transactions is always un

Question 18

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 bad news is not expected by the reader 
D)  the bad news will not come as a shock to 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 bad news is not expected by the reader 
D)  the bad news will not come as a shock to the reader

Question 19

The legal term for insulting someone in writing is called ________.

Accepted Answer

The answer of The legal term for insulting someone in...

Question 20

Whenever possible, avoid using "company policy" as the reason for the bad news.

Accepted Answer

A) True 
 B)False

When refusing claims, use the ________ approach in most instances.

Briefly describe the eight types of buffers.

In a negative message that uses the indirect approach, an ideal explanation section 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?

As an executive in the Admissions Office of Greenwood College, Janet must send rejection letters to applicants to the MBA program at the college. She decides to organize her messages using the indirect approach. Which of the following facts, if TRUE, would support Janet's choice?

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

When conveying negative organizational news, you should ________.

What are the four steps an organization must take to respond effectively to rumours and negative information in a social media environment?

In a negative message using the indirect approach, the buffer in the opening is immediately followed by a(n) ________.

When using the indirect approach in organizing your negative news message, the reasons for the bad news should precede the actual statement of the bad news.

Rewrite the following phrase using positive words rather than negative ones: You made a mistake on this bill.

To create an effective negative message, it is important to choose ________ words that can ease disappointment.

An effective buffer is a neutral, noncontroversial statement unrelated to the main purpose of the message.

You need to convey to a customer that his shipment will arrive a week late. Which of the following lines will be most effective in communicating this news?

The ________ approach to organizing negative messages opens with the reasons behind the bad news before presenting the bad news itself.

What are the guidelines for handling bad news about transactions?

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

The legal term for insulting someone in writing is called ________.

Whenever possible, avoid using "company policy" as the reason for the bad news.

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 refusing claims, use the ________ approach in most instances.

Briefly describe the eight types of buffers.

In a negative message that uses the indirect approach, an ideal explanation section 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?

As an executive in the Admissions Office of Greenwood College, Janet must send rejection letters to applicants to the MBA program at the college. She decides to organize her messages using the indirect approach. Which of the following facts, if TRUE, would support Janet's choice?

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

When conveying negative organizational news, you should ________.

What are the four steps an organization must take to respond effectively to rumours and negative information in a social media environment?

In a negative message using the indirect approach, the buffer in the opening is immediately followed by a(n) ________.

When using the indirect approach in organizing your negative news message, the reasons for the bad news should precede the actual statement of the bad news.

Rewrite the following phrase using positive words rather than negative ones: You made a mistake on this bill.

To create an effective negative message, it is important to choose ________ words that can ease disappointment.

An effective buffer is a neutral, noncontroversial statement unrelated to the main purpose of the message.

You need to convey to a customer that his shipment will arrive a week late. Which of the following lines will be most effective in communicating this news?

The ________ approach to organizing negative messages opens with the reasons behind the bad news before presenting the bad news itself.

What are the guidelines for handling bad news about transactions?

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

The legal term for insulting someone in writing is called ________.

Whenever possible, avoid using "company policy" as the reason for the bad news.

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