Question 1

All of the following are helpful tips to deliver a bad-news message personally in the workplace except

Accepted Answer

A)  consider taking a partner if you fear a "shoot the messenger" reaction. 
B)  focus on the future and avoid discussing the past or the present. 
C)  think about timing and do not deliver bad news on a Friday afternoon. 
D)  prepare and rehearse; outline what you plan to say. 
A)  consider taking a partner if you fear a "shoot the messenger" reaction. 
B)  focus on the future and avoid discussing the past or the present. 
C)  think about timing and do not deliver bad news on a Friday afternoon. 
D)  prepare and rehearse; outline what you plan to say.

Question 2

Which of the following statements about the ethics of delivering bad news is most accurate?

Accepted Answer

A)  Delaying the bad news in a message is manipulative. 
B)  The indirect strategy is unethical only if the writer intends to deceive the reader. 
C)  Using the indirect strategy is a way to hide the bad news from the reader. 
D)  Delivering bad news is a fact of life; consequently, you need not worry about ethics. 
A)  Delaying the bad news in a message is manipulative. 
B)  The indirect strategy is unethical only if the writer intends to deceive the reader. 
C)  Using the indirect strategy is a way to hide the bad news from the reader. 
D)  Delivering bad news is a fact of life; consequently, you need not worry about ethics.

Question 3

Although businesses prefer to deliver bad news to employees personally, when bad news must be given to large groups of employees, businesses are most likely to use which of the following?

Accepted Answer

A)  Newspaper advertisements 
B)  Hard-copy memos 
C)  Tweets 
D)  Wikis 
A)  Newspaper advertisements 
B)  Hard-copy memos 
C)  Tweets 
D)  Wikis

Question 4

When the bad news is insignificant and does not personally affect the receiver, you should use the ____________________ strategy to organize your negative news.

Accepted Answer

The answer of When the bad news is insignificant and...

Question 5

When you must refuse typical requests, you will first think about how the receiver will react to your refusal and decide

Accepted Answer

A)  whom or what to blame. 
B)  where and how to apologize. 
C)  how to invite further correspondence. 
D)  whether to use the direct or the indirect strategy. 
A)  whom or what to blame. 
B)  where and how to apologize. 
C)  how to invite further correspondence. 
D)  whether to use the direct or the indirect strategy.

Question 6

You should never include resale or sales promotion material in a negative-news message.

Accepted Answer

A) True 
 B)False

Question 7

Personally delivering bad news is sometimes recommended, but written messages are important to establish a record of the incident, to formally confirm follow-up procedures, and

Accepted Answer

A)  to promote good relations. 
B)  to denote your leadership rank. 
C)  to persuade the receiver to follow your recommendations. 
D)  to allow you to identify your organization and position. 
A)  to promote good relations. 
B)  to denote your leadership rank. 
C)  to persuade the receiver to follow your recommendations. 
D)  to allow you to identify your organization and position.

Question 8

When irate customers sound threatening and overstate their claims, as a business representative, you should respond by indicating that the customer and his or her claim are irrational.

Accepted Answer

A) True 
 B)False

Question 9

Your buffer in a bad-news message to employees could be a compliment, appreciation, or solid facts.

Accepted Answer

A) True 
 B)False

Question 10

If your receiver might overlook the bad news, it is appropriate to use the direct strategy.

Accepted Answer

A) True 
 B)False

Question 11

The indirect strategy works best when the bad news is personally upsetting, when the news will prompt a hostile reaction, and when

Accepted Answer

A)  the message arrives unexpectedly. 
B)  firmness is necessary. 
C)  the receiver may overlook the bad news. 
D)  the bad news is not damaging. 
A)  the message arrives unexpectedly. 
B)  firmness is necessary. 
C)  the receiver may overlook the bad news. 
D)  the bad news is not damaging.

Question 12

Your employer may ask you to respond to customer complaints appearing on Twitter, Facebook, or complaint websites.

Accepted Answer

A) True 
 B)False

Question 13

The buffer in a bad-news message is a

Accepted Answer

A)  hint that good news will follow. 
B)  statement completely unrelated to the bad news so that receivers will not know that bad news is coming. 
C)  statement that reduces shock or pain and encourages the receiver to continue reading. 
D)  denial of the requested action. 
A)  hint that good news will follow. 
B)  statement completely unrelated to the bad news so that receivers will not know that bad news is coming. 
C)  statement that reduces shock or pain and encourages the receiver to continue reading. 
D)  denial of the requested action.

Question 14

If you have any further questions, please do not hesitate to call me is a professional way to close a refusal message.

Accepted Answer

A) True 
 B)False

Question 15

You must announce to customers that your restaurant will no longer be open on Sundays. Which of the following uses passive-voice verbs to deliver the bad news?

Accepted Answer

A)  We closed our restaurant on Sundays beginning last month. 
B)  Because few customers dine with us on Sundays, we decided to close our restaurant on this weekday. 
C)  Beginning last month, our restaurant was closed on Sundays. 
D)  Management decided that it must close our restaurant on Sundays. 
A)  We closed our restaurant on Sundays beginning last month. 
B)  Because few customers dine with us on Sundays, we decided to close our restaurant on this weekday. 
C)  Beginning last month, our restaurant was closed on Sundays. 
D)  Management decided that it must close our restaurant on Sundays.

Question 16

Using the indirect strategy to prepare the reader in a bad-news message

Accepted Answer

A)  shows insensitivity to your reader. 
B)  allows you to confuse or distract the reader. 
C)  helps you keep the reader's attention until you can explain the reasons for the bad news. 
D)  demonstrates your ability to vary your strategies. 
A)  shows insensitivity to your reader. 
B)  allows you to confuse or distract the reader. 
C)  helps you keep the reader's attention until you can explain the reasons for the bad news. 
D)  demonstrates your ability to vary your strategies.

Question 17

In denial messages you must establish the proper tone and use you statements such as You would have known that cash refunds are not available if you had read the receipt.

Accepted Answer

A) True 
 B)False

Question 18

A communicator who intends to deceive when writing a bad-news message is displaying ____________________ behavior.

Accepted Answer

The answer of A communicator who intends to deceive when...

Question 19

Company policy prevents us from exchanging your defective wireless router more than 30 days after you purchased it is an example of an effective explanation.

Accepted Answer

A) True 
 B)False

Question 20

Using a(n) ____________________-voice verb enables you to depersonalize an action and cushion the bad news.

Accepted Answer

The answer of Using a(n) ____________________-voice verb enables you to...

All of the following are helpful tips to deliver a bad-news message personally in the workplace except

Which of the following statements about the ethics of delivering bad news is most accurate?

Although businesses prefer to deliver bad news to employees personally, when bad news must be given to large groups of employees, businesses are most likely to use which of the following?

When the bad news is insignificant and does not personally affect the receiver, you should use the ____________________ strategy to organize your negative news.

When you must refuse typical requests, you will first think about how the receiver will react to your refusal and decide

You should never include resale or sales promotion material in a negative-news message.

Personally delivering bad news is sometimes recommended, but written messages are important to establish a record of the incident, to formally confirm follow-up procedures, and

When irate customers sound threatening and overstate their claims, as a business representative, you should respond by indicating that the customer and his or her claim are irrational.

Your buffer in a bad-news message to employees could be a compliment, appreciation, or solid facts.

If your receiver might overlook the bad news, it is appropriate to use the direct strategy.

The indirect strategy works best when the bad news is personally upsetting, when the news will prompt a hostile reaction, and when

Your employer may ask you to respond to customer complaints appearing on Twitter, Facebook, or complaint websites.

The buffer in a bad-news message is a

If you have any further questions, please do not hesitate to call me is a professional way to close a refusal message.

You must announce to customers that your restaurant will no longer be open on Sundays. Which of the following uses passive-voice verbs to deliver the bad news?

Using the indirect strategy to prepare the reader in a bad-news message

In denial messages you must establish the proper tone and use you statements such as You would have known that cash refunds are not available if you had read the receipt.

A communicator who intends to deceive when writing a bad-news message is displaying ____________________ behavior.

Company policy prevents us from exchanging your defective wireless router more than 30 days after you purchased it is an example of an effective explanation.

Using a(n) ____________________-voice verb enables you to depersonalize an action and cushion the bad news.

Communicating in the Digital Age Workplace

Planning Business Messages

Organizing and Drafting Business Messages

Revising Business Messages

Short Workplace Messages and Digital Media

Positive Messages

Persuasive Messages

Informal Reports

Proposals and Formal Reports

Professionalism at Work: Business Etiquette, Ethics, Teamwork, and Meetings

Business Presentations

the Job Search and Resumes in the Digital Age

Interviewing and Following up

Correction Symbols and Proofreading Marks

Document Format Guide

Documentation Formats

Filters

Exam 7: Negative Messages

All of the following are helpful tips to deliver a bad-news message personally in the workplace except

Which of the following statements about the ethics of delivering bad news is most accurate?

Although businesses prefer to deliver bad news to employees personally, when bad news must be given to large groups of employees, businesses are most likely to use which of the following?

When the bad news is insignificant and does not personally affect the receiver, you should use the ____________________ strategy to organize your negative news.

When you must refuse typical requests, you will first think about how the receiver will react to your refusal and decide

You should never include resale or sales promotion material in a negative-news message.

Personally delivering bad news is sometimes recommended, but written messages are important to establish a record of the incident, to formally confirm follow-up procedures, and

When irate customers sound threatening and overstate their claims, as a business representative, you should respond by indicating that the customer and his or her claim are irrational.

Your buffer in a bad-news message to employees could be a compliment, appreciation, or solid facts.

If your receiver might overlook the bad news, it is appropriate to use the direct strategy.

The indirect strategy works best when the bad news is personally upsetting, when the news will prompt a hostile reaction, and when

Your employer may ask you to respond to customer complaints appearing on Twitter, Facebook, or complaint websites.

The buffer in a bad-news message is a

If you have any further questions, please do not hesitate to call me is a professional way to close a refusal message.

You must announce to customers that your restaurant will no longer be open on Sundays. Which of the following uses passive-voice verbs to deliver the bad news?

Using the indirect strategy to prepare the reader in a bad-news message

In denial messages you must establish the proper tone and use you statements such as You would have known that cash refunds are not available if you had read the receipt.

A communicator who intends to deceive when writing a bad-news message is displaying ____________________ behavior.

Company policy prevents us from exchanging your defective wireless router more than 30 days after you purchased it is an example of an effective explanation.

Using a(n) ____________________-voice verb enables you to depersonalize an action and cushion the bad news.

Communicating in the Digital Age Workplace

Planning Business Messages

Organizing and Drafting Business Messages

Revising Business Messages

Short Workplace Messages and Digital Media

Positive Messages

Persuasive Messages

Informal Reports

Proposals and Formal Reports

Professionalism at Work: Business Etiquette, Ethics, Teamwork, and Meetings

Business Presentations

the Job Search and Resumes in the Digital Age

Interviewing and Following up

Correction Symbols and Proofreading Marks

Document Format Guide

Documentation Formats

Filters