Question 1

Which of the following bad-news messages should be organized using the direct strategy?

Accepted Answer

A)  An announcement of changes in business services 
B)  A layoff notice for a long-time employee 
C)  A denial of benefits on an insurance claim to an angry customer 
D)  A notice of an unexpected plant closure to the city council and mayor 
A)  An announcement of changes in business services 
B)  A layoff notice for a long-time employee 
C)  A denial of benefits on an insurance claim to an angry customer 
D)  A notice of an unexpected plant closure to the city council and mayor

Question 2

What is the best advice for presenting the bad-news portion of your negative message to employees?

Accepted Answer

A)  Strive to sugarcoat the message to ease the employees' pain. 
B)  Place the bad news in the first sentence of a paragraph. 
C)  Position the bad news so that it does not stand out. 
D)  Use subjective language. 
A)  Strive to sugarcoat the message to ease the employees' pain. 
B)  Place the bad news in the first sentence of a paragraph. 
C)  Position the bad news so that it does not stand out. 
D)  Use subjective language.

Question 3

A bad-news message, whether delivered in person or in writing, is usually better received when you

Accepted Answer

A)  give the reasons before the bad news. 
B)  immediately share the bad news. 
C)  provide the reasons and explanations but conceal the bad news. 
D)  combine the buffer and bad news. 
A)  give the reasons before the bad news. 
B)  immediately share the bad news. 
C)  provide the reasons and explanations but conceal the bad news. 
D)  combine the buffer and bad news.

Question 4

You can soften the blow of the bad news in refusing a typical request or claim by

Accepted Answer

A)  emphasizing the bad news. 
B)  using the active voice. 
C)  implying the refusal. 
D)  accentuating the negative. 
A)  emphasizing the bad news. 
B)  using the active voice. 
C)  implying the refusal. 
D)  accentuating the negative.

Question 5

If you are worried that the indirect strategy seems manipulative, you should use the direct strategy to break the bad news bluntly even though the direct strategy may cause hard feelings and pain.

Accepted Answer

A) True 
 B)False

Question 6

All bad-news messages should be presented using the indirect strategy.

Accepted Answer

A) True 
 B)False

Question 7

When delivering bad news, you should first determine if the negative information is newsworthy.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following is the most important part of a negative message?

Accepted Answer

A)  A positive, forward-looking closing 
B)  A neutral buffer 
C)  An explanation of the reasons for the bad news 
D)  The bad news itself 
A)  A positive, forward-looking closing 
B)  A neutral buffer 
C)  An explanation of the reasons for the bad news 
D)  The bad news itself

Question 9

Which of these patterns is typical for bad-news messages presented in the indirect strategy?

Accepted Answer

A)  Buffer, reasons, bad news, and closing 
B)  Buffer, bad news, and closing 
C)  Explanation, bad news, buffer, and closing 
D)  Bad news, explanation, and closing 
A)  Buffer, reasons, bad news, and closing 
B)  Buffer, bad news, and closing 
C)  Explanation, bad news, buffer, and closing 
D)  Bad news, explanation, and closing

Question 10

If your message may create a hostile reaction, you should use the indirect strategy.

Accepted Answer

A) True 
 B)False

Question 11

The closing of a bad-news message may include all of the following except

Accepted Answer

A)  anticipate future relations or business. 
B)  reference resale or promotional information. 
C)  include coupons, samples, or gifts. 
D)  a restatement of the bad news. 
A)  anticipate future relations or business. 
B)  reference resale or promotional information. 
C)  include coupons, samples, or gifts. 
D)  a restatement of the bad news.

Question 12

Corbin must inform employees that overtime pay will be reduced from the current 2.0 factor to a 1.5 factor. Because he anticipates a hostile reaction, which of the following sequences should Corbin use for the parts of his message?

Accepted Answer

A)  Bad news, explanation, reasons, and closing 
B)  Bad news, reasons, buffer, and closing 
C)  Buffer, reasons, bad news, and closing 
D)  Buffer, explanation, reasons, and closing 
A)  Bad news, explanation, reasons, and closing 
B)  Bad news, reasons, buffer, and closing 
C)  Buffer, reasons, bad news, and closing 
D)  Buffer, explanation, reasons, and closing

Question 13

Although you may worry about using the indirect strategy to communicate bad news, one benefit it has is

Accepted Answer

A)  demonstrating your writing abilities. 
B)  ensuring that your reasoning will be read while the receiver is still receptive. 
C)  disguising the bad news. 
D)  placing the bad news before the explanation. 
A)  demonstrating your writing abilities. 
B)  ensuring that your reasoning will be read while the receiver is still receptive. 
C)  disguising the bad news. 
D)  placing the bad news before the explanation.

Question 14

To soften bad news, many business writers choose to use the ____________________ organizational strategy.

Accepted Answer

The answer of To soften bad news, many business writers...

Question 15

Every business person will need to write a negative business message that may disappoint, irritate, or anger a receiver; these messages must be written

Accepted Answer

A)  carefully. 
B)  by top-level management only. 
C)  using only the direct organizational strategy. 
D)  deceitfully. 
A)  carefully. 
B)  by top-level management only. 
C)  using only the direct organizational strategy. 
D)  deceitfully.

Question 16

A buffer is a device to reduce shock or pain.

Accepted Answer

A) True 
 B)False

Question 17

The direct strategy saves time and is preferred by some who consider it to be more professional and even more ethical than the indirect strategy.

Accepted Answer

A) True 
 B)False

Question 18

Porter Grace, RN, is declining an invitation to speak about the health benefits of juice bars at the fall conference of the Health and Fitness Trainers Association (HAFTA). Which of the following is the most effective buffer?

Accepted Answer

A)  I must decline HAFTA's invitation to speak at its fall conference. 
B)  HAFTA members must be looking forward to the annual fall conference in Phoenix this year. 
C)  Because you requested only the benefits of juice bars and because I am only a registered nurse, I am not the speaker you need; perhaps you should contact a juice-bar salesperson. 
D)  I cannot speak at your annual conference. 
A)  I must decline HAFTA's invitation to speak at its fall conference. 
B)  HAFTA members must be looking forward to the annual fall conference in Phoenix this year. 
C)  Because you requested only the benefits of juice bars and because I am only a registered nurse, I am not the speaker you need; perhaps you should contact a juice-bar salesperson. 
D)  I cannot speak at your annual conference.

Question 19

Every business will have unhappy customers at some point. If possible, the business should respond immediately and personally to these customers' problems.

Accepted Answer

A) True 
 B)False

Question 20

The closing in a bad-news communication to employees must never look forward or discuss what will happen next because doing so can create a legal obligation.

Accepted Answer

A) True 
 B)False

Which of the following bad-news messages should be organized using the direct strategy?

What is the best advice for presenting the bad-news portion of your negative message to employees?

A bad-news message, whether delivered in person or in writing, is usually better received when you

You can soften the blow of the bad news in refusing a typical request or claim by

If you are worried that the indirect strategy seems manipulative, you should use the direct strategy to break the bad news bluntly even though the direct strategy may cause hard feelings and pain.

All bad-news messages should be presented using the indirect strategy.

When delivering bad news, you should first determine if the negative information is newsworthy.

Which of the following is the most important part of a negative message?

Which of these patterns is typical for bad-news messages presented in the indirect strategy?

If your message may create a hostile reaction, you should use the indirect strategy.

The closing of a bad-news message may include all of the following except

Corbin must inform employees that overtime pay will be reduced from the current 2.0 factor to a 1.5 factor. Because he anticipates a hostile reaction, which of the following sequences should Corbin use for the parts of his message?

Although you may worry about using the indirect strategy to communicate bad news, one benefit it has is

To soften bad news, many business writers choose to use the ____________________ organizational strategy.

Every business person will need to write a negative business message that may disappoint, irritate, or anger a receiver; these messages must be written

A buffer is a device to reduce shock or pain.

The direct strategy saves time and is preferred by some who consider it to be more professional and even more ethical than the indirect strategy.

Porter Grace, RN, is declining an invitation to speak about the health benefits of juice bars at the fall conference of the Health and Fitness Trainers Association (HAFTA). Which of the following is the most effective buffer?

Every business will have unhappy customers at some point. If possible, the business should respond immediately and personally to these customers' problems.

The closing in a bad-news communication to employees must never look forward or discuss what will happen next because doing so can create a legal obligation.

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

Which of the following bad-news messages should be organized using the direct strategy?

What is the best advice for presenting the bad-news portion of your negative message to employees?

A bad-news message, whether delivered in person or in writing, is usually better received when you

You can soften the blow of the bad news in refusing a typical request or claim by

If you are worried that the indirect strategy seems manipulative, you should use the direct strategy to break the bad news bluntly even though the direct strategy may cause hard feelings and pain.

All bad-news messages should be presented using the indirect strategy.

When delivering bad news, you should first determine if the negative information is newsworthy.

Which of the following is the most important part of a negative message?

Which of these patterns is typical for bad-news messages presented in the indirect strategy?

If your message may create a hostile reaction, you should use the indirect strategy.

The closing of a bad-news message may include all of the following except

Corbin must inform employees that overtime pay will be reduced from the current 2.0 factor to a 1.5 factor. Because he anticipates a hostile reaction, which of the following sequences should Corbin use for the parts of his message?

Although you may worry about using the indirect strategy to communicate bad news, one benefit it has is

To soften bad news, many business writers choose to use the ____________________ organizational strategy.

Every business person will need to write a negative business message that may disappoint, irritate, or anger a receiver; these messages must be written

A buffer is a device to reduce shock or pain.

The direct strategy saves time and is preferred by some who consider it to be more professional and even more ethical than the indirect strategy.

Porter Grace, RN, is declining an invitation to speak about the health benefits of juice bars at the fall conference of the Health and Fitness Trainers Association (HAFTA). Which of the following is the most effective buffer?

Every business will have unhappy customers at some point. If possible, the business should respond immediately and personally to these customers' problems.

The closing in a bad-news communication to employees must never look forward or discuss what will happen next because doing so can create a legal obligation.

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