Question 1

What are your five main goals when delivering bad news?

Accepted Answer

In any negative message, your main goals

Question 2

If you must give an employee a negative performance review, it is best to avoid any positive comments since they might distract attention from all of the problems.

Accepted Answer

A) True 
 B)False

Question 3

If you are turning down an invitation, it is usually necessary to use the indirect approach.

Accepted Answer

A) True 
 B)False

Question 4

In a negative message, you should never give the reader any indication that the situation could change to a more favorable outcome in the future.

Accepted Answer

A) True 
 B)False

Question 5

Using the indirect approach, the negative news comes

Accepted Answer

A)  immediately before the reasons. 
B)  at the very end. 
C)  immediately after the reasons. 
D)  immediately after the buffer. 
A)  immediately before the reasons. 
B)  at the very end. 
C)  immediately after the reasons. 
D)  immediately after the buffer.

Question 6

Rewrite the following sentence using more respectful wording: "You shouldn't have put the blender into the dishwasher."

Accepted Answer

This type of blender

Question 7

To avoid being accused of defamation, you should

Accepted Answer

A)  make it clear to disgruntled customers that you refuse to be intimidated. 
B)  avoid any kind of behavior that could be considered abusive. 
C)  refuse to communicate with unhappy clients. 
D)  frequently refer to company policy. 
A)  make it clear to disgruntled customers that you refuse to be intimidated. 
B)  avoid any kind of behavior that could be considered abusive. 
C)  refuse to communicate with unhappy clients. 
D)  frequently refer to company policy.

Question 8

Briefly describe the elements of a negative message that uses the indirect approach.

Accepted Answer

Begin with a buffer (a neutral statement

Question 9

When you deliver negative messages, you

Accepted Answer

A)  should always begin with a buffer. 
B)  should not include reasons for the decision or information. 
C)  can expect your audience to be offended. 
D)  should use language that conveys respect. 
A)  should always begin with a buffer. 
B)  should not include reasons for the decision or information. 
C)  can expect your audience to be offended. 
D)  should use language that conveys respect.

Question 10

A negative message organized using the ________ approach starts with a clear statement of the bad news.

Accepted Answer

The answer of A negative message organized using the ________...

Question 11

To avoid awkward situations, it is best to deliver bad news for employees in writing whenever possible.

Accepted Answer

A) True 
 B)False

Question 12

When rejecting a job applicant, you can soften the blow by

Accepted Answer

A)  telling the applicant how many others he or she was competing against. 
B)  mentioning the qualifications of the person who was hired. 
C)  expressing appreciation for his or her application. 
D)  apologizing for wasting the person's time. 
A)  telling the applicant how many others he or she was competing against. 
B)  mentioning the qualifications of the person who was hired. 
C)  expressing appreciation for his or her application. 
D)  apologizing for wasting the person's time.

Question 13

In the reasons section of a negative message, you should

Accepted Answer

A)  apologize for the negative decision. 
B)  explain what your decision is before you explain why you have reached it. 
C)  present enough detail to make your conclusion compelling. 
D)  do all of the above. 
A)  apologize for the negative decision. 
B)  explain what your decision is before you explain why you have reached it. 
C)  present enough detail to make your conclusion compelling. 
D)  do all of the above.

Question 14

When you need to inform employees that a benefit or privilege will be eliminated

Accepted Answer

A)  use the direct approach. 
B)  minimize the impact of the bad news by presenting it in as positive a light as possible. 
C)  use as many hedging words as possible. 
D)  the best approach is to leak the news as a rumor rather than make a public announcement. 
A)  use the direct approach. 
B)  minimize the impact of the bad news by presenting it in as positive a light as possible. 
C)  use as many hedging words as possible. 
D)  the best approach is to leak the news as a rumor rather than make a public announcement.

Question 15

When evaluating employees, it is important to ________ performance problems carefully to support any decisions that need to be made about pay, promotions, or termination.

Accepted Answer

The answer of When evaluating employees, it is important to...

Question 16

When delivering bad news, your only goal is to make the recipient feel good about him- or herself.

Accepted Answer

A) True 
 B)False

Question 17

In refusing a customer's request for adjustment, you are concerned about possible defamation charges. You should

Accepted Answer

A)  consult your company's legal department or an attorney if you think a message might have legal consequences. 
B)  explain why you are making the refusal. 
C)  make all refusals by phone instead of in writing. 
D)  do all of the above. 
A)  consult your company's legal department or an attorney if you think a message might have legal consequences. 
B)  explain why you are making the refusal. 
C)  make all refusals by phone instead of in writing. 
D)  do all of the above.

Question 18

When delivering bad news, wording such as "We must turn down," "I am unable to," and "We cannot afford to"

Accepted Answer

A)  is unavoidable. 
B)  is likely to cause pain and anger in the reader. 
C)  softens the blow by drawing attention away from the reader and onto the sender. 
D)  will impress the reader as being straightforward and forceful. 
A)  is unavoidable. 
B)  is likely to cause pain and anger in the reader. 
C)  softens the blow by drawing attention away from the reader and onto the sender. 
D)  will impress the reader as being straightforward and forceful.

Question 19

What are some viable options for refusing social networking recommendation requests?

Accepted Answer

The situation with recommendations in a

Question 20

If you up to now you have failed to respond to a request, a buffer

Accepted Answer

A)  automatically misleads the reader. 
B)  comes right out and says no to the request. 
C)  ignores the request altogether. 
D)  explains why you have so far not responded to the request. 
A)  automatically misleads the reader. 
B)  comes right out and says no to the request. 
C)  ignores the request altogether. 
D)  explains why you have so far not responded to the request.

Exam 9: Writing Negative Messages

What are your five main goals when delivering bad news?

If you must give an employee a negative performance review, it is best to avoid any positive comments since they might distract attention from all of the problems.

If you are turning down an invitation, it is usually necessary to use the indirect approach.

In a negative message, you should never give the reader any indication that the situation could change to a more favorable outcome in the future.

Using the indirect approach, the negative news comes

Rewrite the following sentence using more respectful wording: "You shouldn't have put the blender into the dishwasher."

To avoid being accused of defamation, you should

Briefly describe the elements of a negative message that uses the indirect approach.

When you deliver negative messages, you

A negative message organized using the ________ approach starts with a clear statement of the bad news.

To avoid awkward situations, it is best to deliver bad news for employees in writing whenever possible.

When rejecting a job applicant, you can soften the blow by

In the reasons section of a negative message, you should

When you need to inform employees that a benefit or privilege will be eliminated

When evaluating employees, it is important to ________ performance problems carefully to support any decisions that need to be made about pay, promotions, or termination.

When delivering bad news, your only goal is to make the recipient feel good about him- or herself.

In refusing a customer's request for adjustment, you are concerned about possible defamation charges. You should

When delivering bad news, wording such as "We must turn down," "I am unable to," and "We cannot afford to"

What are some viable options for refusing social networking recommendation requests?

If you up to now you have failed to respond to a request, a buffer

Achieving Success Through Effective Business Communication

Mastering Interpersonal Communication

Communicating in a World of Diversity

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

Writing Routine and Positive Messages

Writing Persuasive Messages

Finding, Evaluating, and Processing Information

Designing Visual Communication

Planning Reports and Proposals

Writing Reports and Proposals

Completing Reports and Proposals

Developing Oral and Online Presentations

Enhancing Presentations With Slides and Other Visuals

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Format and Layout of Business Documents

Documentation of Report Sources

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