Question 1

List and explain the pattern of organization typically used for negative messages to superiors.

Accepted Answer

The pattern of organization typically us

Question 2

You have to send home an employee who wears an outfit that is too revealing for the workplace. The employee returns the next day with conservative attire-and proceeds to wear that same outfit every day. The employee is demonstrating

Accepted Answer

A)  Psychological coherence. 
B)  Psychological freedom. 
C)  Psychological immaturity. 
D)  Psychological phenomenon. 
E)  Psychological reactance. 
A)  Psychological coherence. 
B)  Psychological freedom. 
C)  Psychological immaturity. 
D)  Psychological phenomenon. 
E)  Psychological reactance.

Question 3

Is "I am sorry that we are unable to make an exception to our policy"appropriate in a letter to a client?

Accepted Answer

A)  Yes, as long as you have made the decision without input from anyone else. 
B)  Yes, because it will prevent psychological reactance. 
C)  No, because you CAN make an exception; you simply choose not to do so. 
D)  Yes, because you seem sympathetic. 
E)  All of the above. 
A)  Yes, as long as you have made the decision without input from anyone else. 
B)  Yes, because it will prevent psychological reactance. 
C)  No, because you CAN make an exception; you simply choose not to do so. 
D)  Yes, because you seem sympathetic. 
E)  All of the above.

Question 4

There are always alternatives available, so present one in every negative message.

Accepted Answer

A) True 
 B)False

Question 5

Research shows that buffers make readers react more positively.

Accepted Answer

A) True 
 B)False

Question 6

Sometimes you may be able to imply the refusal rather than state it directly.

Accepted Answer

A) True 
 B)False

Question 7

If you have several reasons for saying no, use only those that are _______ and ________.

Accepted Answer

The answer of If you have several reasons for saying...

Question 8

What is the BEST reason to omit the reason for the refusal in a negative message?

Accepted Answer

A)  The reader may not think of the reason. 
B)  The reason reflects poorly on the company. 
C)  The reason benefits everyone involved. 
D)  The reason is watertight. 
E)  None of these are reasons to omit the buffer. 
A)  The reader may not think of the reason. 
B)  The reason reflects poorly on the company. 
C)  The reason benefits everyone involved. 
D)  The reason is watertight. 
E)  None of these are reasons to omit the buffer.

Question 9

In negative messages, avoid endings that seem insincere.

Accepted Answer

A) True 
 B)False

Question 10

All of the following are parts of a negative message to customers EXCEPT

Accepted Answer

A)  Give the reason for the refusal after the refusal itself when you have a reason that readers will understand and accept. 
B)  Give the negative just once, clearly. 
C)  Present an alternative or compromise, if one is available. 
D)  End with a positive, forward-looking statement. 
E)  All of the above are parts. 
A)  Give the reason for the refusal after the refusal itself when you have a reason that readers will understand and accept. 
B)  Give the negative just once, clearly. 
C)  Present an alternative or compromise, if one is available. 
D)  End with a positive, forward-looking statement. 
E)  All of the above are parts.

Question 11

Context is crucial in negative message memos.

Accepted Answer

A) True 
 B)False

Question 12

Negative messages include rejections and refusals.

Accepted Answer

A) True 
 B)False

Question 13

Current research suggests buffers don't work, so never use one in a negative message.

Accepted Answer

A) True 
 B)False

Question 14

Avoid saying you can't do something in a negative message.

Accepted Answer

A) True 
 B)False

Question 15

You should always make the reason for a refusal clear.

Accepted Answer

A) True 
 B)False

Question 16

To create common ground between an upset customer and you, it's OK to point out that you don't agree with the offending company policy either.

Accepted Answer

A) True 
 B)False

Question 17

In a message where you have made a refusal, an ending such as "We have enjoyed the opportunity to serve you"can seem insincere or sarcastic.

Accepted Answer

A) True 
 B)False

Question 18

A local grade school teacher writes asking if he can bring his fourth graders to tour your grocery store for a behind-the-scenes tour. You compose a message saying that would be fine but that students must have their parents sign a waiver form in case they're exposed to anything dangerous or harmful. This is

Accepted Answer

A)  A good idea since a release form protects you against lawsuits. 
B)  A good idea since parents will see you as a responsible adult. 
C)  A bad idea because the message may scare the children, your future customers. 
D)  A bad idea because acknowledging that the store is dangerous could be used against you later in court. 
E)  Both A and B 
A)  A good idea since a release form protects you against lawsuits. 
B)  A good idea since parents will see you as a responsible adult. 
C)  A bad idea because the message may scare the children, your future customers. 
D)  A bad idea because acknowledging that the store is dangerous could be used against you later in court. 
E)  Both A and B

Question 19

You have four reasons for saying "no."Two of them are very strong reasons, one has a tiny loophole, and one is very weak. In your message you should

Accepted Answer

A)  Include all four reasons. 
B)  Omit the very weak reason and use the other three. 
C)  Use only the two strong reasons. 
D)  Give only one of the strong reasons. 
E)  None of the above. 
A)  Include all four reasons. 
B)  Omit the very weak reason and use the other three. 
C)  Use only the two strong reasons. 
D)  Give only one of the strong reasons. 
E)  None of the above.

Question 20

Why are phrases such as "I'm sorry that we cannot make an exception"and "I'd like to help you but it's against our policy"not acceptable in bad news messages?

Accepted Answer

Phrases like "I'm sorry that we cannot m

Exam 11: Negative Messages

List and explain the pattern of organization typically used for negative messages to superiors.

You have to send home an employee who wears an outfit that is too revealing for the workplace. The employee returns the next day with conservative attire-and proceeds to wear that same outfit every day. The employee is demonstrating

Is "I am sorry that we are unable to make an exception to our policy"appropriate in a letter to a client?

There are always alternatives available, so present one in every negative message.

Research shows that buffers make readers react more positively.

Sometimes you may be able to imply the refusal rather than state it directly.

If you have several reasons for saying no, use only those that are _______ and ________.

What is the BEST reason to omit the reason for the refusal in a negative message?

In negative messages, avoid endings that seem insincere.

All of the following are parts of a negative message to customers EXCEPT

Context is crucial in negative message memos.

Negative messages include rejections and refusals.

Current research suggests buffers don't work, so never use one in a negative message.

Avoid saying you can't do something in a negative message.

You should always make the reason for a refusal clear.

To create common ground between an upset customer and you, it's OK to point out that you don't agree with the offending company policy either.

In a message where you have made a refusal, an ending such as "We have enjoyed the opportunity to serve you"can seem insincere or sarcastic.

You have four reasons for saying "no."Two of them are very strong reasons, one has a tiny loophole, and one is very weak. In your message you should

Why are phrases such as "I'm sorry that we cannot make an exception"and "I'd like to help you but it's against our policy"not acceptable in bad news messages?

Business Communication, Management, and Success

Adapting Your Message to Your Audience

Communicating Across Cultures

Planning, Writing, and Revising

Designing Documents, Slides, and Screens

You-Attitude

Positive Emphasis

Reader Benefits

Formats for Letters, Memos, and E-Mail Messages

Informative and Positive Messages

Persuasive Messages

E-Mail Messages and Web Writing

Editing for Grammar and Punctuation

Choosing the Right Word

Revising Sentences and Paragraphs

Listening

Working and Writing in Teams

Planning, Conducting, and Recording Meetings

Making Oral Presentations

Making Oral Presentations

Finding, Analyzing, and Documenting Information

Short Reports

Long Reports

Using Visuals

Researching Jobs

Résumés

Job Application Letters

Job Interviews

Follow-Up Letters and Calls and Job Offers

Filters

If you have several reasons for saying no, use only those that are _ and __.