Question 1

Deciding whether to use the direct or indirect strategy and thinking through the reasons for the bad news are examples of ________.

Accepted Answer

A) prewriting 
B) composing 
C) revising 
D) softening 
A) prewriting 
B) composing 
C) revising 
D) softening

Question 2

Deborah must deny a request made by one of her employees.The most effective statement in a bad-news message denying this request would be

Accepted Answer

A) No,you may not be reimbursed for the extra night you stayed after the conference ended. 
B) We are so sorry that we are unable to reimburse you for the extra night you stayed after the conference ended. 
C) Although your extra night cannot be reimbursed,we will process the remainder of your expense claim immediately. 
D) Please be advised that your extra night stay is not reimbursable. 
A) No,you may not be reimbursed for the extra night you stayed after the conference ended. 
B) We are so sorry that we are unable to reimburse you for the extra night you stayed after the conference ended. 
C) Although your extra night cannot be reimbursed,we will process the remainder of your expense claim immediately. 
D) Please be advised that your extra night stay is not reimbursable.

Question 3

The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the rejection.

Accepted Answer

A) True 
 B)False

Question 4

Peter must deny an employee's request to work from home two days a week.What is the best way to begin this bad-news message?

Accepted Answer

A) I have in my hand your letter of May 31 in which you ask to work from home two days a week. 
B) You are an extremely valued member of our team,and we all benefit from being able to work with you face-to-face on a daily basis. 
C) Thank you for your request.. 
D) No,I cannot allow you to work from home two days a week. 
A) I have in my hand your letter of May 31 in which you ask to work from home two days a week. 
B) You are an extremely valued member of our team,and we all benefit from being able to work with you face-to-face on a daily basis. 
C) Thank you for your request.. 
D) No,I cannot allow you to work from home two days a week.

Question 5

Whether to use the direct or indirect strategy in composing a bad-news message depends largely on ________.

Accepted Answer

A) the situation 
B) the reaction you expect from the audience 
C) your goals 
D) all of these choices 
A) the situation 
B) the reaction you expect from the audience 
C) your goals 
D) all of these choices

Question 6

Goldstar Investments has just learned that it is being sued for securities fraud.After gathering information and confirming the lawsuit,what should top management at Goldstar do next?

Accepted Answer

A) Wait for the word to get out via social media before acting. 
B) Have someone leak the news to the media. 
C) Hold a press conference to announce the bad news to the public. 
D) Inform all Goldstar employees either personally or via electronic messages. 
A) Wait for the word to get out via social media before acting. 
B) Have someone leak the news to the media. 
C) Hold a press conference to announce the bad news to the public. 
D) Inform all Goldstar employees either personally or via electronic messages.

Question 7

The reasons for refusing credit should always be clearly explained.

Accepted Answer

A) True 
 B)False

Question 8

You are opening a new restaurant and realize that customers might post reviews online.What should you do?

Accepted Answer

A) Recognize social networks as an important communication channel. 
B) Try to monitor comments. 
C) Use social media sites to interact with customers. 
D) You should do all of these. 
A) Recognize social networks as an important communication channel. 
B) Try to monitor comments. 
C) Use social media sites to interact with customers. 
D) You should do all of these.

Question 9

Which of the following sentences uses the passive voice to present the bad news?

Accepted Answer

A) We are unable to interview you for the social media specialist position at this time. 
B) Although we were impressed with your application,we have no positions available at this time. 
C) Although the social media specialist position has been filled,we wish you well in your job search. 
D) We are not hiring at this time,even though we are impressed with your credentials. 
A) We are unable to interview you for the social media specialist position at this time. 
B) Although we were impressed with your application,we have no positions available at this time. 
C) Although the social media specialist position has been filled,we wish you well in your job search. 
D) We are not hiring at this time,even though we are impressed with your credentials.

Question 10

The most important part of a bad-news letter is ________.

Accepted Answer

A) a good buffer that starts the letter positively 
B) the professional letterhead on which it is printed 
C) a closing that ends the letter on a positive note 
D) the section that explains the reasons for the bad news 
A) a good buffer that starts the letter positively 
B) the professional letterhead on which it is printed 
C) a closing that ends the letter on a positive note 
D) the section that explains the reasons for the bad news

Question 11

A good way to begin a negative-news letter to a faithful customer is to show appreciation for the reader's business.

Accepted Answer

A) True 
 B)False

Question 12

Because Alexis knows her staff well,she should deliver all bad-news messages to them using the direct organizational pattern.

Accepted Answer

A) True 
 B)False

Question 13

When communicating bad news,business communicators have five important goals.List and explain four of these goals.

Accepted Answer

Student answers will vary but should inc

Question 14

The indirect strategy should be used to communicate negative news when ________.

Accepted Answer

A) firmness is necessary 
B) the bad news is personally upsetting 
C) the receiver may overlook the bad news 
D) the bad news is expected 
A) firmness is necessary 
B) the bad news is personally upsetting 
C) the receiver may overlook the bad news 
D) the bad news is expected

Question 15

Select the best subject line for a memo delivering bad news to employees.

Accepted Answer

A) Discontinuation of Free Parking 
B) Change in Parking Benefit 
C) Parking 
D) Major Reduction in Parking Privileges 
A) Discontinuation of Free Parking 
B) Change in Parking Benefit 
C) Parking 
D) Major Reduction in Parking Privileges

Question 16

Employment rejection letters should provide the specific reasons the candidate was not selected.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following would be the most effective statement in a letter refusing a local organization's requestfor a charitable donation?

Accepted Answer

A) Even though our budget won't allow a contribution this year,we hope to be able to contribute next year. 
B) Please accept our sincerest apologies for being unable to donate to your cause. 
C) We are unable to contribute this year because of budget constraints. 
D) Unfortunately,company policy prevents us from donating to your cause. 
A) Even though our budget won't allow a contribution this year,we hope to be able to contribute next year. 
B) Please accept our sincerest apologies for being unable to donate to your cause. 
C) We are unable to contribute this year because of budget constraints. 
D) Unfortunately,company policy prevents us from donating to your cause.

Question 18

You should always state a refusal explicitly in a negative-news message to make sure that it is not overlooked.

Accepted Answer

A) True 
 B)False

Question 19

You cannot be prosecuted for transmitting a harassing or libelous message if you post it to a social networking site such as Facebook or Twitter.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following is an appropriate statement when saying no to job applicants?

Accepted Answer

A) Other candidates were much more experienced with the social media tools that are used in our organization. 
B) We appreciate your interest in our company and wish you every success in your job search. 
C) I am sorry to inform you that you were not selected for the position of social media marketing coordinator. 
D) Even though you were a top candidate for the position,we're sorry to say that someone else was selected. 
A) Other candidates were much more experienced with the social media tools that are used in our organization. 
B) We appreciate your interest in our company and wish you every success in your job search. 
C) I am sorry to inform you that you were not selected for the position of social media marketing coordinator. 
D) Even though you were a top candidate for the position,we're sorry to say that someone else was selected.

Deciding whether to use the direct or indirect strategy and thinking through the reasons for the bad news are examples of ________.

Deborah must deny a request made by one of her employees.The most effective statement in a bad-news message denying this request would be

The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the rejection.

Peter must deny an employee's request to work from home two days a week.What is the best way to begin this bad-news message?

Whether to use the direct or indirect strategy in composing a bad-news message depends largely on ________.

Goldstar Investments has just learned that it is being sued for securities fraud.After gathering information and confirming the lawsuit,what should top management at Goldstar do next?

The reasons for refusing credit should always be clearly explained.

You are opening a new restaurant and realize that customers might post reviews online.What should you do?

Which of the following sentences uses the passive voice to present the bad news?

The most important part of a bad-news letter is ________.

A good way to begin a negative-news letter to a faithful customer is to show appreciation for the reader's business.

Because Alexis knows her staff well,she should deliver all bad-news messages to them using the direct organizational pattern.

When communicating bad news,business communicators have five important goals.List and explain four of these goals.

The indirect strategy should be used to communicate negative news when ________.

Select the best subject line for a memo delivering bad news to employees.

Employment rejection letters should provide the specific reasons the candidate was not selected.

Which of the following would be the most effective statement in a letter refusing a local organization's requestfor a charitable donation?

You should always state a refusal explicitly in a negative-news message to make sure that it is not overlooked.

You cannot be prosecuted for transmitting a harassing or libelous message if you post it to a social networking site such as Facebook or Twitter.

Which of the following is an appropriate statement when saying no to job applicants?

Business Communication in the Digital Age

Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette Skills

Intercultural Communication

Planning Business Messages

Organizing and Writing Business Messages

Revising Business Messages

Electronic Messages and Digital Media

Positive Messages

Persuasive and Sales Messages

Report and Research Basics

Informal Business Reports

Proposals, Business Plans, and Formal Business Reports

Business Presentations

The Job Search, Résumés, and Cover Letters

Interviewing and Following Up

Filters

Exam 9: Negative Messages

Deciding whether to use the direct or indirect strategy and thinking through the reasons for the bad news are examples of ________.

Deborah must deny a request made by one of her employees.The most effective statement in a bad-news message denying this request would be

The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the rejection.

Peter must deny an employee's request to work from home two days a week.What is the best way to begin this bad-news message?

Whether to use the direct or indirect strategy in composing a bad-news message depends largely on ________.

Goldstar Investments has just learned that it is being sued for securities fraud.After gathering information and confirming the lawsuit,what should top management at Goldstar do next?

The reasons for refusing credit should always be clearly explained.

You are opening a new restaurant and realize that customers might post reviews online.What should you do?

Which of the following sentences uses the passive voice to present the bad news?

The most important part of a bad-news letter is ________.

A good way to begin a negative-news letter to a faithful customer is to show appreciation for the reader's business.

Because Alexis knows her staff well,she should deliver all bad-news messages to them using the direct organizational pattern.

When communicating bad news,business communicators have five important goals.List and explain four of these goals.

The indirect strategy should be used to communicate negative news when ________.

Select the best subject line for a memo delivering bad news to employees.

Employment rejection letters should provide the specific reasons the candidate was not selected.

Which of the following would be the most effective statement in a letter refusing a local organization's requestfor a charitable donation?

You should always state a refusal explicitly in a negative-news message to make sure that it is not overlooked.

You cannot be prosecuted for transmitting a harassing or libelous message if you post it to a social networking site such as Facebook or Twitter.

Which of the following is an appropriate statement when saying no to job applicants?

Business Communication in the Digital Age

Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette Skills

Intercultural Communication

Planning Business Messages

Organizing and Writing Business Messages

Revising Business Messages

Electronic Messages and Digital Media

Positive Messages

Persuasive and Sales Messages

Report and Research Basics

Informal Business Reports

Proposals, Business Plans, and Formal Business Reports

Business Presentations

The Job Search, Résumés, and Cover Letters

Interviewing and Following Up

Filters