Question 1

Instead of beginning your negative message with a blunt announcement of the news, you can use

Accepted Answer

A)  the direct approach. 
B)  a combination of the direct and indirect approaches. 
C)  a buffer. 
D)  the deductive approach. 
A)  the direct approach. 
B)  a combination of the direct and indirect approaches. 
C)  a buffer. 
D)  the deductive approach.

Question 2

You should use the direct approach for negative messages when the message has a relatively minor impact on the audience.

Accepted Answer

A) True 
 B)False

Question 3

When using the indirect approach for a negative message, begin with a(n) ________ that softens the blow of the bad news.

Accepted Answer

The answer of When using the indirect approach for a...

Question 4

When responding to social networking recommendation requests, a single sentence that focuses on one positive aspect is often all that is necessary.

Accepted Answer

A) True 
 B)False

Question 5

When you are refusing a routine request, you

Accepted Answer

A)  don't need to invest as much time and effort as you would for other kinds of negative messages. 
B)  should use the indirect approach when you're forced to decline a request that you might have said yes to in the past. 
C)  should always use the direct approach. 
D)  should invoke company policy if that is a possible out. 
A)  don't need to invest as much time and effort as you would for other kinds of negative messages. 
B)  should use the indirect approach when you're forced to decline a request that you might have said yes to in the past. 
C)  should always use the direct approach. 
D)  should invoke company policy if that is a possible out.

Question 6

When you deliver bad news about business transactions (such as a delayed order shipment), you should always apologize to the audience.

Accepted Answer

A) True 
 B)False

Question 7

In rejecting a proposal you solicited, you should use the indirect approach and provide an explanation.

Accepted Answer

A) True 
 B)False

Question 8

List three techniques for de-emphasizing bad news.

Accepted Answer

Three methods for de-emphasizing bad new

Question 9

The buffer for a negative message should be positive.

Accepted Answer

A) True 
 B)False

Question 10

If you must give an employee a negative performance review,

Accepted Answer

A)  do so by email or fax. 
B)  limit your discussion to the areas where the employee needs improvement. 
C)  support your claims with careful documentation. 
D)  do all of the above. 
A)  do so by email or fax. 
B)  limit your discussion to the areas where the employee needs improvement. 
C)  support your claims with careful documentation. 
D)  do all of the above.

Question 11

Use the direct approach with a negative message if

Accepted Answer

A)  the message will have a great deal of personal impact on members of the audience. 
B)  an order is unfillable or portions of it must be back-ordered. 
C)  the situation is one in which people readily acknowledge the likelihood of receiving bad news. 
D)  you are refusing to make an adjustment on a claim. 
A)  the message will have a great deal of personal impact on members of the audience. 
B)  an order is unfillable or portions of it must be back-ordered. 
C)  the situation is one in which people readily acknowledge the likelihood of receiving bad news. 
D)  you are refusing to make an adjustment on a claim.

Question 12

An advantage of the direct approach for communicating bad news is that it keeps the message short.

Accepted Answer

A) True 
 B)False

Question 13

A primary goal of negative messages is to gain ________ of the bad news.

Accepted Answer

The answer of A primary goal of negative messages is...

Question 14

Rewrite the following negative message using positive words rather than negative ones: "Since you failed to send payment, we cannot ship your order."

Accepted Answer

By sending payment p

Question 15

It's best to suggest that the bad news will actually benefit your audience-even if you don't really think it will.

Accepted Answer

A) True 
 B)False

Question 16

Extremely blunt statements such as I must refuse and We cannot allow usually help audiences accept the bad news you are delivering.

Accepted Answer

A) True 
 B)False

Question 17

A letter rejecting a job applicant should

Accepted Answer

A)  point out the applicant's shortcomings. 
B)  be as long as possible. 
C)  be as personal as possible. 
D)  avoid explaining why he or she was not selected. 
A)  point out the applicant's shortcomings. 
B)  be as long as possible. 
C)  be as personal as possible. 
D)  avoid explaining why he or she was not selected.

Question 18

Avoid hiding behind ________ ________ to justify the bad news you are delivering in a negative message.

Accepted Answer

The answer of Avoid hiding behind ________ ________ to justify...

Question 19

For particularly difficult situations, it is best to place the buffer at the end of the negative message.

Accepted Answer

A) True 
 B)False

Question 20

The direct approach is never used for negative messages.

Accepted Answer

A) True 
 B)False

Exam 9: Writing Negative Messages

Instead of beginning your negative message with a blunt announcement of the news, you can use

You should use the direct approach for negative messages when the message has a relatively minor impact on the audience.

When using the indirect approach for a negative message, begin with a(n) ________ that softens the blow of the bad news.

When responding to social networking recommendation requests, a single sentence that focuses on one positive aspect is often all that is necessary.

When you are refusing a routine request, you

When you deliver bad news about business transactions (such as a delayed order shipment), you should always apologize to the audience.

In rejecting a proposal you solicited, you should use the indirect approach and provide an explanation.

List three techniques for de-emphasizing bad news.

The buffer for a negative message should be positive.

If you must give an employee a negative performance review,

Use the direct approach with a negative message if

An advantage of the direct approach for communicating bad news is that it keeps the message short.

A primary goal of negative messages is to gain ________ of the bad news.

Rewrite the following negative message using positive words rather than negative ones: "Since you failed to send payment, we cannot ship your order."

It's best to suggest that the bad news will actually benefit your audience-even if you don't really think it will.

Extremely blunt statements such as I must refuse and We cannot allow usually help audiences accept the bad news you are delivering.

A letter rejecting a job applicant should

Avoid hiding behind ________ ________ to justify the bad news you are delivering in a negative message.

For particularly difficult situations, it is best to place the buffer at the end of the negative message.

The direct approach is never used for negative messages.

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

Correction Symbols

Filters

Avoid hiding behind to justify the bad news you are delivering in a negative message.