Question 1

Among other points, a crisis management plan outlines which individuals are authorized to speak for the company.

Accepted Answer

A) True 
 B)False  True

Question 2

Negative statements about a customer can always qualify as defamation, even if you can prove that those statements are true.

Accepted Answer

A) True 
 B)False  False

Question 3

Negative messages about business transactions are designed to

Accepted Answer

A)  modify the customer's expectations. 
B)  explain how you plan to resolve the situation. 
C)  repair whatever damage might have been done to the business relationship. 
D)  do all of the above. 
A)  modify the customer's expectations. 
B)  explain how you plan to resolve the situation. 
C)  repair whatever damage might have been done to the business relationship. 
D)  do all of the above. D

Question 4

You can help establish the right tone in a negative message by making liberal use of the "you" attitude.

Accepted Answer

A) True 
 B)False

Question 5

Negative messages from Japanese businesspeople may be worded so ambiguously that the recipient doesn't realize that the message contains a refusal.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following statements does the best job of delivering the bad news clearly and kindly?

Accepted Answer

A)  I am sorry to have to tell you that you were not selected for the position. 
B)  Because you do not have the experience we clearly listed in the job posting, we cannot offer you the position. 
C)  Although you currently do not have the master's degree that we require for this position, we would be happy to reconsider your application once you have completed your degree. 
D)  Several other applicants were far more qualified for the position than you were, so we cannot offer you the job. 
A)  I am sorry to have to tell you that you were not selected for the position. 
B)  Because you do not have the experience we clearly listed in the job posting, we cannot offer you the position. 
C)  Although you currently do not have the master's degree that we require for this position, we would be happy to reconsider your application once you have completed your degree. 
D)  Several other applicants were far more qualified for the position than you were, so we cannot offer you the job.

Question 7

When using the direct approach to deliver bad news, the closing should include

Accepted Answer

A)  an explanation for the bad news. 
B)  an action step for those who want to appeal or contest the bad news. 
C)  a positive, but still honest and respectful, statement. 
D)  an apology. 
A)  an explanation for the bad news. 
B)  an action step for those who want to appeal or contest the bad news. 
C)  a positive, but still honest and respectful, statement. 
D)  an apology.

Question 8

When rejecting a job applicant, it is best to come right out and say, "You do not meet our requirements."

Accepted Answer

A) True 
 B)False

Question 9

A woman returns a formal dress to your store. It is stained and has a rip at the hem line, but she says she is returning it unworn because it doesn't fit. How do you inform her of your refusal to give her a refund?

Accepted Answer

A)  State that company policy prevents you from accepting the return but that if you had anything to say about it you'd take it back, no questions asked. 
B)  Restate her complaint to let her know you understand it, explain as positively as possible that you are unable to accept the return of
 damaged merchandise, and recommend a tailor who can fix the
 tear and alter the dress for her. 
C)  Challenge the woman to try on the dress and prove that it doesn't fit. 
D)  Use humor to soften the blow of your refusal. 
A)  State that company policy prevents you from accepting the return but that if you had anything to say about it you'd take it back, no questions asked. 
B)  Restate her complaint to let her know you understand it, explain as positively as possible that you are unable to accept the return of
 damaged merchandise, and recommend a tailor who can fix the
 tear and alter the dress for her. 
C)  Challenge the woman to try on the dress and prove that it doesn't fit. 
D)  Use humor to soften the blow of your refusal.

Question 10

Avoid hiding behind _______________ _______________ to cushion your bad news.

Accepted Answer

The answer of Avoid hiding behind _______________ _______________ to cushion...

Question 11

Experts disagree on whether a direct or an indirect approach is best for letters turning down job applicants.

Accepted Answer

A) True 
 B)False

Question 12

A (An) _______________ review is a manager's formal or informal evaluation of an employee.

Accepted Answer

The answer of A (An) _______________ review is a manager's...

Question 13

If you must send a negative message to someone in another country

Accepted Answer

A)  always use the direct approach. 
B)  always use the indirect approach. 
C)  use the direct approach for countries like France but the indirect approach for countries like Japan. 
D)  use the same approach as you would for typical American readers. 
A)  always use the direct approach. 
B)  always use the indirect approach. 
C)  use the direct approach for countries like France but the indirect approach for countries like Japan. 
D)  use the same approach as you would for typical American readers.

Question 14

One way to avoid being accused of defamation is to make accusations orally and not in writing.

Accepted Answer

A) True 
 B)False

Question 15

Explain how an effective buffer differs from one that is poorly written.

Accepted Answer

A poorly written buffer might trivialize

Question 16

A negative performance review should

Accepted Answer

A)  focus on the problems caused by the employee's behavior. 
B)  compare employee behavior with what is expected or with job requirements. 
C)  mention some good points about the employee's contributions. 
D)  do all of the above. 
A)  focus on the problems caused by the employee's behavior. 
B)  compare employee behavior with what is expected or with job requirements. 
C)  mention some good points about the employee's contributions. 
D)  do all of the above.

Question 17

To clearly and kindly say no, do all of the following except

Accepted Answer

A)  offer a sincere apology. 
B)  de-emphasize the bad news. 
C)  imply that the audience may someday receive a favorable answer. 
D)  tell the audience what you can or will do rather than what you cannot or will not do. 
A)  offer a sincere apology. 
B)  de-emphasize the bad news. 
C)  imply that the audience may someday receive a favorable answer. 
D)  tell the audience what you can or will do rather than what you cannot or will not do.

Question 18

Some employers refuse to write recommendation letters.

Accepted Answer

A) True 
 B)False

Question 19

When evaluating employees, it is important to identify the _______________ of continuing poor performance.

Accepted Answer

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

Question 20

Someone suing for defamation must prove

Accepted Answer

A)  that the statement is false. 
B)  that the language is injurious to the person's reputation. 
C)  that the statement has been published. 
D)  all of the above. 
A)  that the statement is false. 
B)  that the language is injurious to the person's reputation. 
C)  that the statement has been published. 
D)  all of the above.

Among other points, a crisis management plan outlines which individuals are authorized to speak for the company.

Negative statements about a customer can always qualify as defamation, even if you can prove that those statements are true.

Negative messages about business transactions are designed to

You can help establish the right tone in a negative message by making liberal use of the "you" attitude.

Negative messages from Japanese businesspeople may be worded so ambiguously that the recipient doesn't realize that the message contains a refusal.

Which of the following statements does the best job of delivering the bad news clearly and kindly?

When using the direct approach to deliver bad news, the closing should include

When rejecting a job applicant, it is best to come right out and say, "You do not meet our requirements."

A woman returns a formal dress to your store. It is stained and has a rip at the hem line, but she says she is returning it unworn because it doesn't fit. How do you inform her of your refusal to give her a refund?

Avoid hiding behind _ _ to cushion your bad news.

Experts disagree on whether a direct or an indirect approach is best for letters turning down job applicants.

A (An) _______________ review is a manager's formal or informal evaluation of an employee.

If you must send a negative message to someone in another country

One way to avoid being accused of defamation is to make accusations orally and not in writing.

Explain how an effective buffer differs from one that is poorly written.

A negative performance review should

To clearly and kindly say no, do all of the following except

Some employers refuse to write recommendation letters.

When evaluating employees, it is important to identify the _______________ of continuing poor performance.

Someone suing for defamation must prove

Achieving Success Through Effective Business Communication

Communicating in Teams and Mastering Nonverbal Communication Skills

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

Creating and Delivering Online and Oral Presentations

Enhancing Presentations With Slides and Other Visuals

Building Careers and Writing Résumés

Format, Layout of Business Documents, Applying and Interviewing for Employment

Filters

Exam 9: Writing Negative Messages

Among other points, a crisis management plan outlines which individuals are authorized to speak for the company.

Negative statements about a customer can always qualify as defamation, even if you can prove that those statements are true.

Negative messages about business transactions are designed to

You can help establish the right tone in a negative message by making liberal use of the "you" attitude.

Negative messages from Japanese businesspeople may be worded so ambiguously that the recipient doesn't realize that the message contains a refusal.

Which of the following statements does the best job of delivering the bad news clearly and kindly?

When using the direct approach to deliver bad news, the closing should include

When rejecting a job applicant, it is best to come right out and say, "You do not meet our requirements."

A woman returns a formal dress to your store. It is stained and has a rip at the hem line, but she says she is returning it unworn because it doesn't fit. How do you inform her of your refusal to give her a refund?

Avoid hiding behind _______________ _______________ to cushion your bad news.

Experts disagree on whether a direct or an indirect approach is best for letters turning down job applicants.

A (An) _______________ review is a manager's formal or informal evaluation of an employee.

If you must send a negative message to someone in another country

One way to avoid being accused of defamation is to make accusations orally and not in writing.

Explain how an effective buffer differs from one that is poorly written.

A negative performance review should

To clearly and kindly say no, do all of the following except

Some employers refuse to write recommendation letters.

When evaluating employees, it is important to identify the _______________ of continuing poor performance.

Someone suing for defamation must prove

Achieving Success Through Effective Business Communication

Communicating in Teams and Mastering Nonverbal Communication Skills

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

Creating and Delivering Online and Oral Presentations

Enhancing Presentations With Slides and Other Visuals

Building Careers and Writing Résumés

Format, Layout of Business Documents, Applying and Interviewing for Employment

Filters

Avoid hiding behind _ _ to cushion your bad news.