Question 1

When using the indirect approach to organize your negative news message, you should open with a ________.

Accepted Answer

The answer of When using the indirect approach to organize...

Question 2

A good buffer ________.

Accepted Answer

A)  diverts attention from the problem 
B)  establishes common ground with the reader 
C)  indicates that the message contains good news 
D)  is a statement unrelated to the point of the message 
A)  diverts attention from the problem 
B)  establishes common ground with the reader 
C)  indicates that the message contains good news 
D)  is a statement unrelated to the point of the message

Question 3

You should use the indirect approach in most instances of refusing a claim.

Accepted Answer

A) True 
 B)False

Question 4

When using the direct approach in your negative news messages, you should open with a ________.

Accepted Answer

A)  sincere apology 
B)  buffer statement 
C)  disclaimer limiting your responsibility 
D)  clear statement of the bad news 
A)  sincere apology 
B)  buffer statement 
C)  disclaimer limiting your responsibility 
D)  clear statement of the bad news

Question 5

When using the indirect approach to organize your negative news message, you should open with a(n) ________.

Accepted Answer

A)  apology 
B)  explanation for the news 
C)  clear statement of the news 
D)  buffer 
A)  apology 
B)  explanation for the news 
C)  clear statement of the news 
D)  buffer

Question 6

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

Accepted Answer

A)  You need to immediately get the reader's attention. 
B)  You value the relationship you have with the audience. 
C)  The news is not likely to seriously impact the audience. 
D)  The audience does not have the time to read long, rambling messages. 
A)  You need to immediately get the reader's attention. 
B)  You value the relationship you have with the audience. 
C)  The news is not likely to seriously impact the audience. 
D)  The audience does not have the time to read long, rambling messages.

Question 7

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

Accepted Answer

The answer of In a negative message using the indirect...

Question 8

Dana, HR manager at a small company, must communicate to an employee that his request for a raise cannot be fulfilled, considering his productivity rates. Which of the following lines would best serve as a buffer for this message?

Accepted Answer

A)  We would love to grant your request but your productivity is really not up to the mark this year. 
B)  We have decided that, considering your productivity rate, we cannot give you the raise that you had requested. 
C)  You are doing a great job out there and we would like to commend you on your performance. 
D)  After receiving your request for a raise, we did a careful evaluation of your productivity levels over the course of the last year. 
A)  We would love to grant your request but your productivity is really not up to the mark this year. 
B)  We have decided that, considering your productivity rate, we cannot give you the raise that you had requested. 
C)  You are doing a great job out there and we would like to commend you on your performance. 
D)  After receiving your request for a raise, we did a careful evaluation of your productivity levels over the course of the last year.

Question 9

One of the main goals when delivering bad news is to maintain a good image for your organization.

Accepted Answer

A) True 
 B)False

Question 10

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

A)  personal 
B)  indirect 
C)  formal 
D)  direct 
A)  personal 
B)  indirect 
C)  formal 
D)  direct

Question 11

Many provinces and territories have laws that specifically prevent expressions of sympathy from being used as evidence of legal liability.

Accepted Answer

A) True 
 B)False

Question 12

Use positive words to try to hide the bad news.

Accepted Answer

A) True 
 B)False

Question 13

To help repair damage to the relationship and encourage repeat business, many companies offer discounts or even free merchandise.

Accepted Answer

A) True 
 B)False

Question 14

When using the direct approach to deliver bad news, the closing could often include a(n) ________.

Accepted Answer

A)  apology 
B)  description of the actions being taken to avoid similar mistakes in the future 
C)  action step for those who want to appeal or contest the bad news 
D)  explanation for the bad news 
A)  apology 
B)  description of the actions being taken to avoid similar mistakes in the future 
C)  action step for those who want to appeal or contest the bad news 
D)  explanation for the bad news

Question 15

Describe the elements of a bad-news message that uses an indirect approach.

Accepted Answer

Begin with a buffer-a neutral, noncontro

Question 16

Which medium when sending a negative employment message lets you control the message and avoid confrontation?

Accepted Answer

A)  Email 
B)  Phone 
C)  Social media 
D)  Face-to-face 
A)  Email 
B)  Phone 
C)  Social media 
D)  Face-to-face

Question 17

When using the indirect method to organize a negative message that makes a clear statement of bad news, it is wise to ________.

Accepted Answer

de-emphasi

Question 18

When conveying negative organizational news, you should ________.

Accepted Answer

A)  utilize the element of surprise to buy time to prepare a response 
B)  try to minimize the element of surprise 
C)  ideally use the direct approach 
D)  close with a clear expression of optimism 
A)  utilize the element of surprise to buy time to prepare a response 
B)  try to minimize the element of surprise 
C)  ideally use the direct approach 
D)  close with a clear expression of optimism

Question 19

Because your main idea in a bad-news message is negative, it is important to ________.

Accepted Answer

A)  carefully choose whether an indirect or a direct approach is best 
B)  always use a direct approach 
C)  always use an indirect approach 
D)  use both a direct and an indirect approach in each letter 
A)  carefully choose whether an indirect or a direct approach is best 
B)  always use a direct approach 
C)  always use an indirect approach 
D)  use both a direct and an indirect approach in each letter

Question 20

Should you apologize when delivering bad news? Point out two types of negative messages where an apology should be considered and two types of negative messages where an apology need not be offered. What, would you say, is the rationale behind choosing either course of action in these examples?

Accepted Answer

The answer of Should you apologize when delivering bad news?...

When using the indirect approach to organize your negative news message, you should open with a ________.

A good buffer ________.

You should use the indirect approach in most instances of refusing a claim.

When using the direct approach in your negative news messages, you should open with a ________.

When using the indirect approach to organize your negative news message, you should open with a(n) ________.

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

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

Dana, HR manager at a small company, must communicate to an employee that his request for a raise cannot be fulfilled, considering his productivity rates. Which of the following lines would best serve as a buffer for this message?

One of the main goals when delivering bad news is to maintain a good image for your organization.

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.

Many provinces and territories have laws that specifically prevent expressions of sympathy from being used as evidence of legal liability.

Use positive words to try to hide the bad news.

To help repair damage to the relationship and encourage repeat business, many companies offer discounts or even free merchandise.

When using the direct approach to deliver bad news, the closing could often include a(n) ________.

Describe the elements of a bad-news message that uses an indirect approach.

Which medium when sending a negative employment message lets you control the message and avoid confrontation?

When using the indirect method to organize a negative message that makes a clear statement of bad news, it is wise to ________.

When conveying negative organizational news, you should ________.

Because your main idea in a bad-news message is negative, it is important to ________.

Should you apologize when delivering bad news? Point out two types of negative messages where an apology should be considered and two types of negative messages where an apology need not be offered. What, would you say, is the rationale behind choosing either course of action in these examples?

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 using the indirect approach to organize your negative news message, you should open with a ________.

A good buffer ________.

You should use the indirect approach in most instances of refusing a claim.

When using the direct approach in your negative news messages, you should open with a ________.

When using the indirect approach to organize your negative news message, you should open with a(n) ________.

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

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

Dana, HR manager at a small company, must communicate to an employee that his request for a raise cannot be fulfilled, considering his productivity rates. Which of the following lines would best serve as a buffer for this message?

One of the main goals when delivering bad news is to maintain a good image for your organization.

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.

Many provinces and territories have laws that specifically prevent expressions of sympathy from being used as evidence of legal liability.

Use positive words to try to hide the bad news.

To help repair damage to the relationship and encourage repeat business, many companies offer discounts or even free merchandise.

When using the direct approach to deliver bad news, the closing could often include a(n) ________.

Describe the elements of a bad-news message that uses an indirect approach.

Which medium when sending a negative employment message lets you control the message and avoid confrontation?

When using the indirect method to organize a negative message that makes a clear statement of bad news, it is wise to ________.

When conveying negative organizational news, you should ________.

Because your main idea in a bad-news message is negative, it is important to ________.

Should you apologize when delivering bad news? Point out two types of negative messages where an apology should be considered and two types of negative messages where an apology need not be offered. What, would you say, is the rationale behind choosing either course of action in these examples?

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