Question 1

Which of the following is recommended while providing alternatives in a negative message to an audience?

Accepted Answer

A)  Execute the alternatives stated in the message and ask the audience for approval. 
B)  Provide limited information to the audience to act on the alternatives. 
C)  Limit the audience's psychological freedom to refuse the alternatives. 
D)  Allow the audience to decide whether they want to try the alternatives. 
E)  Take the necessary steps to implement the alternatives. 
A)  Execute the alternatives stated in the message and ask the audience for approval. 
B)  Provide limited information to the audience to act on the alternatives. 
C)  Limit the audience's psychological freedom to refuse the alternatives. 
D)  Allow the audience to decide whether they want to try the alternatives. 
E)  Take the necessary steps to implement the alternatives. D

Question 2

When you present a good alternative in a negative message, it is better to place the alternative in the opening of the message.

Accepted Answer

A) True 
 B)False  False

Question 3

Lupe is an advertising manager for a business. She notices that one of her subordinates, Althea, has not achieved any of her objectives for an ongoing advertising campaign. After speaking to the other advertising managers, Lupe discovers that Althea has not achieved her objectives for some other projects as well. After her discussion with the HR department, Lupe decides that Althea should be terminated. Which of the following would be the most effective way for Lupe to convey this news to Althea?

Accepted Answer

A)  Lupe should send Althea a Facebook posting telling her that she has been terminated. 
B)  Lupe should send Althea a tweet informing her that she must not resume work the next day. 
C)  Lupe should present the reasons for Althea's termination ambiguously to avoid offending her. 
D)  Lupe should deliver this news to Althea in person if possible. 
E)  Lupe should present the news in such a way that it comes as a surprise to Althea. 
A)  Lupe should send Althea a Facebook posting telling her that she has been terminated. 
B)  Lupe should send Althea a tweet informing her that she must not resume work the next day. 
C)  Lupe should present the reasons for Althea's termination ambiguously to avoid offending her. 
D)  Lupe should deliver this news to Althea in person if possible. 
E)  Lupe should present the news in such a way that it comes as a surprise to Althea. D

Question 4

After a company fixes a problem, it should respond to further references

Accepted Answer

A)  by emphasizing that one or two employees caused the problem. 
B)  with a brief statement that the situation has been handled, but should avoid giving an apology. 
C)  by emphasizing that the problem wasn't their fault to begin with. 
D)  with a brief, nondefensive statement that they handled the situation and regret the mistake. 
E)  with a lengthy explanation of the steps involved in fixing the problem. 
A)  by emphasizing that one or two employees caused the problem. 
B)  with a brief statement that the situation has been handled, but should avoid giving an apology. 
C)  by emphasizing that the problem wasn't their fault to begin with. 
D)  with a brief, nondefensive statement that they handled the situation and regret the mistake. 
E)  with a lengthy explanation of the steps involved in fixing the problem.

Question 5

Which of the following is recommended while writing rejections and refusals?

Accepted Answer

A)  Avoid providing an alternative because it tends to shift focus from the refusal. 
B)  Make the message short and aggressive so that the reader takes it seriously. 
C)  Double-check the words to ensure that the message means different things in different situations. 
D)  Use your knowledge of the organization's culture for messages within the organization. 
E)  Avoid using knowledge about the specific individual while crafting the message. 
A)  Avoid providing an alternative because it tends to shift focus from the refusal. 
B)  Make the message short and aggressive so that the reader takes it seriously. 
C)  Double-check the words to ensure that the message means different things in different situations. 
D)  Use your knowledge of the organization's culture for messages within the organization. 
E)  Avoid using knowledge about the specific individual while crafting the message.

Question 6

It is always better to work out a customer problem in a public forum, so that the public can see how you deal with customers.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following messages would most likely be the hardest to compose?

Accepted Answer

A)  product recalls 
B)  instructional pamphlets 
C)  sales letters 
D)  press releases 
E)  advertising brochures 
A)  product recalls 
B)  instructional pamphlets 
C)  sales letters 
D)  press releases 
E)  advertising brochures

Question 8

Insta Bank cannot increase the credit amount for Mr. Davis's credit card because of his poor credit history with the bank. While explaining this to Mr. Davis in an email, what should the bank manager, Yolande, consider?

Accepted Answer

Yolande should consider that audiences w

Question 9

Which of the following statements about using technology for negative messages is true?

Accepted Answer

A)  Employers should avoid using social media for communicating negative messages. 
B)  Handling communication on social media is a rote operation for most companies. 
C)  An ill-conceived response to a posting rarely goes viral. 
D)  Getting into a heated discussion on a public forum probably will benefit business. 
E)  It is far better to work out a customer problem online. 
A)  Employers should avoid using social media for communicating negative messages. 
B)  Handling communication on social media is a rote operation for most companies. 
C)  An ill-conceived response to a posting rarely goes viral. 
D)  Getting into a heated discussion on a public forum probably will benefit business. 
E)  It is far better to work out a customer problem online.

Question 10

Stanislaw is in charge of the efficient shipping department of a well-known automobile manufacturing company. On Monday, Stanislaw faced a problem that caused shipping to be stopped for two hours. This caused a possible financial loss to the company. While informing his boss of the delay, Stanislaw should remember to

Accepted Answer

A)  tell him the problem emotionally. 
B)  state only one alternative to the problem, even though there are more. 
C)  avoid making suggestions to fix the problem. 
D)  wait for his boss to suggest a solution. 
E)  describe the underlying factors that led to the specific problem. 
A)  tell him the problem emotionally. 
B)  state only one alternative to the problem, even though there are more. 
C)  avoid making suggestions to fix the problem. 
D)  wait for his boss to suggest a solution. 
E)  describe the underlying factors that led to the specific problem.

Question 11

Giving your audience an alternative or a compromise in a negative message allows you to end on a positive note.

Accepted Answer

A) True 
 B)False

Question 12

You should present disciplinary notices and negative performance appraisals indirectly with buffers.

Accepted Answer

A) True 
 B)False

Question 13

Acme Electronics received a complaint on Twitter about an mp3 player that transmitted a shock to a user who was listening to it as it was charging. The employee who responded to the complaint tweeted back, "Maybe you should learn to read. The instruction booklet cautions against doing that." What is the most likely consequence of this response?

Accepted Answer

A)  The customer will withdraw her complaint after learning the problem was her own fault. 
B)  The employee will be praised for giving a reply that absolves the company from responsibility. 
C)  The employee's tweet will go viral and create negative publicity for the company. 
D)  Other Twitter users will defend the company and criticize the original poster. 
E)  The exchange will probably go unnoticed because of the high volume of traffic on Twitter. 
A)  The customer will withdraw her complaint after learning the problem was her own fault. 
B)  The employee will be praised for giving a reply that absolves the company from responsibility. 
C)  The employee's tweet will go viral and create negative publicity for the company. 
D)  Other Twitter users will defend the company and criticize the original poster. 
E)  The exchange will probably go unnoticed because of the high volume of traffic on Twitter.

Question 14

Which of the following statements about claims in business communication is true?

Accepted Answer

A)  They should always be conveyed through a paper trail instead of a phone call. 
B)  They should invariably start with a buffer because this will ensure that they are seen as valid. 
C)  They should include supporting facts such as what went wrong and the extent of damage. 
D)  They should be free from identifiers because those tend to cloud a reader's judgment. 
E)  They should ambiguously state the problem at the end of a message. 
A)  They should always be conveyed through a paper trail instead of a phone call. 
B)  They should invariably start with a buffer because this will ensure that they are seen as valid. 
C)  They should include supporting facts such as what went wrong and the extent of damage. 
D)  They should be free from identifiers because those tend to cloud a reader's judgment. 
E)  They should ambiguously state the problem at the end of a message.

Question 15

List the phrases which you should avoid in negative messages? Why?

Accepted Answer

Avoid using the phrase "I am afraid that

Question 16

All shipments from a kitchen supply company are delayed because products are stuck in customs overseas. Jacqueline, a delivery manager, is required to inform a client that she will not be able to make his delivery by the required date. Since Jacqueline has a good relationship with this client, she expects him to understand. In which of the following ways should she express the negative message to her client?

Accepted Answer

A)  She should first inform him about the customs issue and then state that the delivery will be delayed. 
B)  She should clearly and unemotionally tell him that there might be a delay in delivery, but she should avoid providing any other information. 
C)  She should begin by telling him that one of her team members had forgotten to inform her of the delivery date. 
D)  She should mention the delay at least a few times in the body to ensure the message is clear to him. 
E)  She should end her message with an apology and a statement of regret. 
A)  She should first inform him about the customs issue and then state that the delivery will be delayed. 
B)  She should clearly and unemotionally tell him that there might be a delay in delivery, but she should avoid providing any other information. 
C)  She should begin by telling him that one of her team members had forgotten to inform her of the delivery date. 
D)  She should mention the delay at least a few times in the body to ensure the message is clear to him. 
E)  She should end her message with an apology and a statement of regret.

Question 17

Give an example to illustrate two primary purposes of a negative message.

Accepted Answer

Student examples will vary. A sample fol

Question 18

Aurora is an HR manager at a cell phone business in Denaria, a developing country. She is organizing a bazaar for the business's customers and employees. The funds from this event will contribute to a project for the education of underprivileged children. However, the event is just a week away and the participation has been extremely low. This may cause Aurora's company to cancel the event. Aurora needs to inform her manager about the low participation so that he can take an immediate decision on it. Which of the following would be the most effective subject line for Aurora 's email?

Accepted Answer

A)  Status of the Denaria bazaar 
B)  Low participation for Denaria bazaar 
C)  Update on the Denaria bazaar 
D)  Details: Denaria bazaar 
E)  Urgent: Bazaar update for your reference 
A)  Status of the Denaria bazaar 
B)  Low participation for Denaria bazaar 
C)  Update on the Denaria bazaar 
D)  Details: Denaria bazaar 
E)  Urgent: Bazaar update for your reference

Question 19

Which of the following should be undertaken while creating disciplinary notices?

Accepted Answer

A)  Present them directly to increase their importance. 
B)  Present them by starting and ending with a positive statement. 
C)  Minimize the severity of an issue with the help of buffers. 
D)  Use generalizations and inferences for all statements made. 
E)  Avoid citing quantifiable observations of the employee's behavior. 
A)  Present them directly to increase their importance. 
B)  Present them by starting and ending with a positive statement. 
C)  Minimize the severity of an issue with the help of buffers. 
D)  Use generalizations and inferences for all statements made. 
E)  Avoid citing quantifiable observations of the employee's behavior.

Question 20

Explain why social media are not effective channels to solve customer complaints.

Accepted Answer

Social media are not effective channels

Which of the following is recommended while providing alternatives in a negative message to an audience?

When you present a good alternative in a negative message, it is better to place the alternative in the opening of the message.

After a company fixes a problem, it should respond to further references

Which of the following is recommended while writing rejections and refusals?

It is always better to work out a customer problem in a public forum, so that the public can see how you deal with customers.

Which of the following messages would most likely be the hardest to compose?

Insta Bank cannot increase the credit amount for Mr. Davis's credit card because of his poor credit history with the bank. While explaining this to Mr. Davis in an email, what should the bank manager, Yolande, consider?

Which of the following statements about using technology for negative messages is true?

Giving your audience an alternative or a compromise in a negative message allows you to end on a positive note.

You should present disciplinary notices and negative performance appraisals indirectly with buffers.

Which of the following statements about claims in business communication is true?

List the phrases which you should avoid in negative messages? Why?

Give an example to illustrate two primary purposes of a negative message.

Which of the following should be undertaken while creating disciplinary notices?

Explain why social media are not effective channels to solve customer complaints.

Succeeding in Business Communication

Adapting Your Message to Your Audience

Building Goodwill

Planning, Composing, and Revising

Designing Documents

Communicating Across Cultures

Working and Writing in Teams

Sharing Informative and Positive Messages With Appropriate Technology

Crafting Persuasive Messages

Developing Job Application Materials

Interviewing, Writing Follow-Up Messages, and Succeeding in the Job

Creating Visuals and Data Displays

Writing Proposals

Writing Reports

Making Oral Presentations

Filters

Exam 9: Delivering Negative Messages

Which of the following is recommended while providing alternatives in a negative message to an audience?

When you present a good alternative in a negative message, it is better to place the alternative in the opening of the message.

After a company fixes a problem, it should respond to further references

Which of the following is recommended while writing rejections and refusals?

It is always better to work out a customer problem in a public forum, so that the public can see how you deal with customers.

Which of the following messages would most likely be the hardest to compose?

Insta Bank cannot increase the credit amount for Mr. Davis's credit card because of his poor credit history with the bank. While explaining this to Mr. Davis in an email, what should the bank manager, Yolande, consider?

Which of the following statements about using technology for negative messages is true?

Giving your audience an alternative or a compromise in a negative message allows you to end on a positive note.

You should present disciplinary notices and negative performance appraisals indirectly with buffers.

Which of the following statements about claims in business communication is true?

List the phrases which you should avoid in negative messages? Why?

Give an example to illustrate two primary purposes of a negative message.

Which of the following should be undertaken while creating disciplinary notices?

Explain why social media are not effective channels to solve customer complaints.

Succeeding in Business Communication

Adapting Your Message to Your Audience

Building Goodwill

Planning, Composing, and Revising

Designing Documents

Communicating Across Cultures

Working and Writing in Teams

Sharing Informative and Positive Messages With Appropriate Technology

Crafting Persuasive Messages

Developing Job Application Materials

Interviewing, Writing Follow-Up Messages, and Succeeding in the Job

Creating Visuals and Data Displays

Writing Proposals

Writing Reports

Making Oral Presentations

Filters