Question 1

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

Question 2

For an ________ proposal from an external source, you may not even need to respond if you don't already have a working relationship with the sender.

Accepted Answer

The answer of For an ________ proposal from an external...

Question 3

A negative message using the ________ approach opens with the bad news, proceeds to the reasons for the situation or the decision, and ends with a positive statement aimed at maintaining a good relationship with the audience.

Accepted Answer

The answer of A negative message using the ________ approach...

Question 4

In which of the following situations is it appropriate to use the direct approach to organize negative news messages?

Accepted Answer

A)  The news is of great importance to the reader. 
B)  The reader is likely to react emotionally to the news. 
C)  The reader is not expecting this news. 
D)  You need to immediately get the reader's attention. 
A)  The news is of great importance to the reader. 
B)  The reader is likely to react emotionally to the news. 
C)  The reader is not expecting this news. 
D)  You need to immediately get the reader's attention.

Question 5

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)  Try to use the situation to your organization's advantage by offering encouragement to those around you. 
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)  Try to use the situation to your organization's advantage by offering encouragement to those around you. 
D)  Close with a clear expression of optimism.

Question 6

You should use the ________ approach to organize negative news messages when the bad news will come as a shock to the audience.

Accepted Answer

The answer of You should use the ________ approach to...

Question 7

Describe the direct and indirect approaches to organizing negative news messages. Chandler, the Operations Manager at your company wishes to communicate to a vendor that the company will not be renewing his contract because it is not happy with his services. Since you handle all external corporate communications, Chandler requests you to draft a message conveying the news to the vendor. What additional information would you need from Chandler to decide if you should use the direct or the indirect approach in organizing your message?

Accepted Answer

One of the most critical planning decisi

Question 8

Which of the following is a guideline for providing reasons for bad news in a negative news message that uses the indirect approach?

Accepted Answer

A)  Use "company policy" as the reason most of the time. 
B)  Start with the most negative points first and move forward to increasingly positive ones. 
C)  Present your reasons in a clearly apologetic tone. 
D)  Provide enough detail for the audience to understand your reasons. 
A)  Use "company policy" as the reason most of the time. 
B)  Start with the most negative points first and move forward to increasingly positive ones. 
C)  Present your reasons in a clearly apologetic tone. 
D)  Provide enough detail for the audience to understand your reasons.

Question 9

You're never under any obligation to provide a recommendation.

Accepted Answer

A) True 
 B)False

Question 10

An apology in business communications means admitting fault.

Accepted Answer

A) True 
 B)False

Question 11

What is an example of a sincere apology?

Accepted Answer

A)  I'm sorry if you were offended by what happened. 
B)  I'm sorry that our product resulted in a financial loss for your business. 
C)  I'm sorry that Chris's service did not live up to your expectations. 
D)  I'm sorry to hear of your difficulties. 
A)  I'm sorry if you were offended by what happened. 
B)  I'm sorry that our product resulted in a financial loss for your business. 
C)  I'm sorry that Chris's service did not live up to your expectations. 
D)  I'm sorry to hear of your difficulties.

Question 12

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

Accepted Answer

A)  obscure bad news 
B)  help readers accept the news 
C)  limit your responsibility 
D)  help readers get to the main idea of the message immediately 
A)  obscure bad news 
B)  help readers accept the news 
C)  limit your responsibility 
D)  help readers get to the main idea of the message immediately

Question 13

When a bad-news message gives the bad news in the opening paragraph, the writer is using a/an ________ approach.

Accepted Answer

The answer of When a bad-news message gives the bad...

Question 14

You should always apologize when delivering bad news.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following is NOT a negative phrase?

Accepted Answer

A)  You are clearly dissatisfied. 
B)  I recognize that the product did not live up to your expectations. 
C)  Unfortunately, we haven't received it. 
D)  The damage won't be fixed for a week. 
A)  You are clearly dissatisfied. 
B)  I recognize that the product did not live up to your expectations. 
C)  Unfortunately, we haven't received it. 
D)  The damage won't be fixed for a week.

Question 16

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 indirect approach works best for most routine negative responses. 
C)  Offer alternative ideas if you can, particularly if the relationship is important. 
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 indirect approach works best for most routine negative responses. 
C)  Offer alternative ideas if you can, particularly if the relationship is important. 
D)  Always imply that other assistance or information might be available.

Question 17

When refusing claims, you should ________.

Accepted Answer

A)  use the direct approach in most such instances 
B)  maintain a personal and intimate tone to build rapport 
C)  apologize sincerely for the negative answer 
D)  emphasize your continued desire for a positive relationship with the customer 
A)  use the direct approach in most such instances 
B)  maintain a personal and intimate tone to build rapport 
C)  apologize sincerely for the negative answer 
D)  emphasize your continued desire for a positive relationship with the customer

Question 18

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

Accepted Answer

The answer of The ________ approach to organizing negative messages...

Question 19

Direct messages take less time for you to write, and readers need less time to reach the main idea of the message.

Accepted Answer

A) True 
 B)False

Question 20

If you have legitimate reasons to refuse a request for a recommendation, the long-term consequences of providing one anyway could be much more negative for you and the other party than the short-term disappointment of saying no.

Accepted Answer

A) True 
 B)False

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

For an ________ proposal from an external source, you may not even need to respond if you don't already have a working relationship with the sender.

A negative message using the ________ approach opens with the bad news, proceeds to the reasons for the situation or the decision, and ends with a positive statement aimed at maintaining a good relationship with the audience.

In which of the following situations is it appropriate to use the direct approach to organize negative news messages?

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

You should use the ________ approach to organize negative news messages when the bad news will come as a shock to the audience.

Which of the following is a guideline for providing reasons for bad news in a negative news message that uses the indirect approach?

You're never under any obligation to provide a recommendation.

An apology in business communications means admitting fault.

What is an example of a sincere apology?

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

When a bad-news message gives the bad news in the opening paragraph, the writer is using a/an ________ approach.

You should always apologize when delivering bad news.

Which of the following is NOT a negative phrase?

Which of the following is TRUE about refusing routine requests?

When refusing claims, you should ________.

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

Direct messages take less time for you to write, and readers need less time to reach the main idea of the message.

If you have legitimate reasons to refuse a request for a recommendation, the long-term consequences of providing one anyway could be much more negative for you and the other party than the short-term disappointment of saying no.

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

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

For an ________ proposal from an external source, you may not even need to respond if you don't already have a working relationship with the sender.

A negative message using the ________ approach opens with the bad news, proceeds to the reasons for the situation or the decision, and ends with a positive statement aimed at maintaining a good relationship with the audience.

In which of the following situations is it appropriate to use the direct approach to organize negative news messages?

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

You should use the ________ approach to organize negative news messages when the bad news will come as a shock to the audience.

Which of the following is a guideline for providing reasons for bad news in a negative news message that uses the indirect approach?

You're never under any obligation to provide a recommendation.

An apology in business communications means admitting fault.

What is an example of a sincere apology?

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

When a bad-news message gives the bad news in the opening paragraph, the writer is using a/an ________ approach.

You should always apologize when delivering bad news.

Which of the following is NOT a negative phrase?

Which of the following is TRUE about refusing routine requests?

When refusing claims, you should ________.

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

Direct messages take less time for you to write, and readers need less time to reach the main idea of the message.

If you have legitimate reasons to refuse a request for a recommendation, the long-term consequences of providing one anyway could be much more negative for you and the other party than the short-term disappointment of saying no.

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