Question 1

Which of the following is an effective way to begin a negative message to a customer to make it more likely that the customer will read the letter?

Accepted Answer

A)  turning the negative message into a persuasive one 
B)  presenting the negative information in a positive way 
C)  using a buffer and then presenting the bad news 
D)  putting the bad news first, while pairing it with an alternative 
E)  presenting only alternatives without mentioning the bad news 
A)  turning the negative message into a persuasive one 
B)  presenting the negative information in a positive way 
C)  using a buffer and then presenting the bad news 
D)  putting the bad news first, while pairing it with an alternative 
E)  presenting only alternatives without mentioning the bad news

Question 2

Which of the following statements about cross-cultural apologizing is true?

Accepted Answer

A)  Western cultures assume that apologies are ways of expressing regret. 
B)  Group-oriented cultures assume that apologies are a way to take responsibility for mistakes. 
C)  The reactions to apologies are deeply tied to culture. 
D)  Cultural differences in interpreting apologies are relevant mainly in social situations. 
E)  Cross-cultural apologizing rarely applies to international businesses based in the United States. 
A)  Western cultures assume that apologies are ways of expressing regret. 
B)  Group-oriented cultures assume that apologies are a way to take responsibility for mistakes. 
C)  The reactions to apologies are deeply tied to culture. 
D)  Cultural differences in interpreting apologies are relevant mainly in social situations. 
E)  Cross-cultural apologizing rarely applies to international businesses based in the United States.

Question 3

Which of the following parts of a negative message allows you to delay the negative with the help of a neutral or positive statement?

Accepted Answer

A)  subject line 
B)  buffer 
C)  reason 
D)  alternative 
E)  ending 
A)  subject line 
B)  buffer 
C)  reason 
D)  alternative 
E)  ending

Question 4

Which of the following is an example of a negative message recast as a persuasive message?

Accepted Answer

A)  A newspaper informs subscribers about a discount on the Sunday edition. 
B)  A newspaper urges subscribers to send in renewals early to avoid rate increases. 
C)  A newspaper informs subscribers that rates will increase by 10 percent. 
D)  A newspaper urges subscribers to get print as well as electronic versions of the paper. 
E)  A newspaper informs subscribers about expanded coverage of sporting events. 
A)  A newspaper informs subscribers about a discount on the Sunday edition. 
B)  A newspaper urges subscribers to send in renewals early to avoid rate increases. 
C)  A newspaper informs subscribers that rates will increase by 10 percent. 
D)  A newspaper urges subscribers to get print as well as electronic versions of the paper. 
E)  A newspaper informs subscribers about expanded coverage of sporting events.

Question 5

Which of the following should you do while creating a subject line for a negative message?

Accepted Answer

A)  Use a generic subject line when readers may ignore the message. 
B)  Use a negative subject line when the reader needs the information to make a decision. 
C)  Use a neutral subject line to ensure that the reader reads the message. 
D)  Use an ambiguous subject line when the reader needs to make a decision. 
E)  Use a buffer in the subject line so that it stands out and draws the reader's attention. 
A)  Use a generic subject line when readers may ignore the message. 
B)  Use a negative subject line when the reader needs the information to make a decision. 
C)  Use a neutral subject line to ensure that the reader reads the message. 
D)  Use an ambiguous subject line when the reader needs to make a decision. 
E)  Use a buffer in the subject line so that it stands out and draws the reader's attention.

Question 6

What are the differences between writing a complaint and writing a rejection?

Accepted Answer

When writing a complaint, you should gen

Question 7

David Mason is a sales manager at a telecom company, and he recently reviewed the sales report of one of the company's outlets. He is disappointed to see the low sale of mobile connections and now needs to convey the message to his subordinates. What kind of an organization should he follow while conveying his message?

Accepted Answer

Mason should start the message by descri

Question 8

In business communication, ________ is particularly important when you want readers to feel that you have taken their requests seriously.

Accepted Answer

A)  tone 
B)  apologies 
C)  excuses 
D)  commands 
E)  buffers 
A)  tone 
B)  apologies 
C)  excuses 
D)  commands 
E)  buffers

Question 9

One of the primary purposes of a negative message is to

Accepted Answer

A)  reduce further communication on the same subject. 
B)  retain a good image of the communicator's organization. 
C)  avoid creating more work for the sender. 
D)  maintain as much goodwill as possible. 
E)  maintain a good image of the communicator. 
A)  reduce further communication on the same subject. 
B)  retain a good image of the communicator's organization. 
C)  avoid creating more work for the sender. 
D)  maintain as much goodwill as possible. 
E)  maintain a good image of the communicator.

Question 10

In business documents, apologies should be provided at the beginning and end of a message.

Accepted Answer

A) True 
 B)False

Question 11

When receiving criticism from a supervisor, which of the following actions will help you judge the quality of the criticism?

Accepted Answer

A)  focusing on your response 
B)  expressing your resentment 
C)  ignoring the criticism 
D)  asking questions 
E)  criticizing the supervisor 
A)  focusing on your response 
B)  expressing your resentment 
C)  ignoring the criticism 
D)  asking questions 
E)  criticizing the supervisor

Question 12

Mateo's employee made an error in a quotation that was sent to one of Mateo 's valued customers. This placed Mateo in an extremely awkward position with the customer. Mateo was furious with his employee and wanted to communicate this to him in the best way possible. Which of the following statements illustrates the most effective use of a phrase that communicates an appropriate tone?

Accepted Answer

A)  I want you to have your documents reviewed by a peer before you send them to the customer. 
B)  Are you always this incompetent? 
C)  You should have double-checked the document before you sent it to our customer. 
D)  Please learn from your mistakes. 
E)  You have put me in an awkward position and this should not happen again. 
A)  I want you to have your documents reviewed by a peer before you send them to the customer. 
B)  Are you always this incompetent? 
C)  You should have double-checked the document before you sent it to our customer. 
D)  Please learn from your mistakes. 
E)  You have put me in an awkward position and this should not happen again.

Question 13

List several reasons why giving the audience an alternative is a good idea.

Accepted Answer

Some reasons why giving the audience an

Question 14

Ann has been called into an unplanned meeting with her supervisor, who wants to give her feedback on her recent project. During the meeting, Ann's supervisor criticizes her style of working and her inability to focus on her tasks. Which of the following should Ann do to deal with the criticism effectively?

Accepted Answer

A)  She should focus on her response instead of on the criticism. 
B)  She should attempt to determine the accuracy of the criticism. 
C)  She should express her true feelings about the criticism. 
D)  She should clarify her stance and then forget about the criticism. 
E)  She should avoid asking any questions as this will encourage further criticism. 
A)  She should focus on her response instead of on the criticism. 
B)  She should attempt to determine the accuracy of the criticism. 
C)  She should express her true feelings about the criticism. 
D)  She should clarify her stance and then forget about the criticism. 
E)  She should avoid asking any questions as this will encourage further criticism.

Question 15

DeLawn's supervisor has asked him to send her the progress report of a campaign he worked on. To send the report, he needs to collect updates from other managers on the project. He does not receive an update from the communication manager and is, therefore, unable to send the report on time. Which of the following illustrates the most appropriate apology for DeLawn to send to his supervisor?

Accepted Answer

A)  Please consider my sincere apologies for the delay. I had to wait for the update from the communication manager. It was not my fault. 
B)  I am sorry I could not send the report in on time. The communication manager sent the update this afternoon. 
C)  I needed an update from the communication manager to send you the report. Now that I have it, please find the report enclosed with this email. 
D)  Do consider apologies from our entire team for not sending the report on time. 
E)  I am sorry I could not meet the deadline for submitting the report. I can assure you it will not happen again. 
A)  Please consider my sincere apologies for the delay. I had to wait for the update from the communication manager. It was not my fault. 
B)  I am sorry I could not send the report in on time. The communication manager sent the update this afternoon. 
C)  I needed an update from the communication manager to send you the report. Now that I have it, please find the report enclosed with this email. 
D)  Do consider apologies from our entire team for not sending the report on time. 
E)  I am sorry I could not meet the deadline for submitting the report. I can assure you it will not happen again.

Question 16

A negative message to a customer should end with

Accepted Answer

A)  an account of how the problem occurred. 
B)  a statement restating the problem. 
C)  clear data about the negative information. 
D)  explanation of the history of the problem. 
E)  a positive, forward-looking statement. 
A)  an account of how the problem occurred. 
B)  a statement restating the problem. 
C)  clear data about the negative information. 
D)  explanation of the history of the problem. 
E)  a positive, forward-looking statement.

Question 17

Which of the following is most likely to be a positive message rather than a negative one?

Accepted Answer

A)  a rejection or refusal 
B)  an announcement of a policy change that suits the audience 
C)  a highly critical performance review 
D)  a disciplinary notice 
E)  a notice of defect for a product and a product recall 
A)  a rejection or refusal 
B)  an announcement of a policy change that suits the audience 
C)  a highly critical performance review 
D)  a disciplinary notice 
E)  a notice of defect for a product and a product recall

Question 18

Lian works as a campaign manager at a marine conservation organization. For the past five years, she has been working on a campaign that has gained a lot of support from the public. This has resulted in a huge number of volunteers for the campaign. Recently, however, due to lack of budget, the campaign was temporarily closed. Lian needs to convey this negative message to the volunteers. Which of the following illustrates the most effective buffer statement that Lian should employ in her message?

Accepted Answer

A)  I am sorry to inform you but work on the campaign is closed for now. 
B)  Due to the negative response from the wildlife department, work on the campaign is temporarily closed. 
C)  The campaign is over for this year and we will start again in 2015. 
D)  Thank you for working with us to help the campaign gain force. 
E)  We will no longer be working on the campaign this year. Thank you for all your support. 
A)  I am sorry to inform you but work on the campaign is closed for now. 
B)  Due to the negative response from the wildlife department, work on the campaign is temporarily closed. 
C)  The campaign is over for this year and we will start again in 2015. 
D)  Thank you for working with us to help the campaign gain force. 
E)  We will no longer be working on the campaign this year. Thank you for all your support.

Question 19

Which of the following statements about negative messages is true?

Accepted Answer

A)  They are separate from business and administrative communication. 
B)  They rarely attempt to maintain goodwill. 
C)  They have a single purpose of eliminating future communication on an issue. 
D)  They are unable to be restructured to create a positive feeling. 
E)  They should make readers feel that the decision made is fair and reasonable. 
A)  They are separate from business and administrative communication. 
B)  They rarely attempt to maintain goodwill. 
C)  They have a single purpose of eliminating future communication on an issue. 
D)  They are unable to be restructured to create a positive feeling. 
E)  They should make readers feel that the decision made is fair and reasonable.

Question 20

Having the audience accept the bad news is a secondary purpose of negative messages.

Accepted Answer

A) True 
 B)False

Which of the following is an effective way to begin a negative message to a customer to make it more likely that the customer will read the letter?

Which of the following statements about cross-cultural apologizing is true?

Which of the following parts of a negative message allows you to delay the negative with the help of a neutral or positive statement?

Which of the following is an example of a negative message recast as a persuasive message?

Which of the following should you do while creating a subject line for a negative message?

What are the differences between writing a complaint and writing a rejection?

In business communication, ________ is particularly important when you want readers to feel that you have taken their requests seriously.

One of the primary purposes of a negative message is to

In business documents, apologies should be provided at the beginning and end of a message.

When receiving criticism from a supervisor, which of the following actions will help you judge the quality of the criticism?

List several reasons why giving the audience an alternative is a good idea.

A negative message to a customer should end with

Which of the following is most likely to be a positive message rather than a negative one?

Which of the following statements about negative messages is true?

Having the audience accept the bad news is a secondary purpose of negative messages.

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 an effective way to begin a negative message to a customer to make it more likely that the customer will read the letter?

Which of the following statements about cross-cultural apologizing is true?

Which of the following parts of a negative message allows you to delay the negative with the help of a neutral or positive statement?

Which of the following is an example of a negative message recast as a persuasive message?

Which of the following should you do while creating a subject line for a negative message?

What are the differences between writing a complaint and writing a rejection?

In business communication, ________ is particularly important when you want readers to feel that you have taken their requests seriously.

One of the primary purposes of a negative message is to

In business documents, apologies should be provided at the beginning and end of a message.

When receiving criticism from a supervisor, which of the following actions will help you judge the quality of the criticism?

List several reasons why giving the audience an alternative is a good idea.

A negative message to a customer should end with

Which of the following is most likely to be a positive message rather than a negative one?

Which of the following statements about negative messages is true?

Having the audience accept the bad news is a secondary purpose of negative messages.

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