Question 1

Which of the following sentences uses the passive voice to present the bad news?

Accepted Answer

A) We are unable to interview you for the social media specialist position at this time. 
B) Although we were impressed with your application, we have no positions available at this time. 
C) Although the social media specialist position has been filled, we wish you well in your job search. 
D) We are not hiring at this time, even though we are impressed with your credentials. 
A) We are unable to interview you for the social media specialist position at this time. 
B) Although we were impressed with your application, we have no positions available at this time. 
C) Although the social media specialist position has been filled, we wish you well in your job search. 
D) We are not hiring at this time, even though we are impressed with your credentials.

Question 2

Which of the following statements is most accurate?

Accepted Answer

A) In writing to a customer about a problem with an order, generally, you should use the direct pattern if the message has some good-news elements. 
B) Always use the direct pattern when writing to a customer about a problem with an order. 
C) Always use the indirect pattern when writing to a customer about a problem with an order. 
D) In writing to a customer about a problem with an order, generally, you should use the indirect pattern if the message has some bad-news elements. 
A) In writing to a customer about a problem with an order, generally, you should use the direct pattern if the message has some good-news elements. 
B) Always use the direct pattern when writing to a customer about a problem with an order. 
C) Always use the indirect pattern when writing to a customer about a problem with an order. 
D) In writing to a customer about a problem with an order, generally, you should use the indirect pattern if the message has some bad-news elements.

Question 3

Without a sound explanation of the __________ for denying a request, refusing a claim, or revealing other bad news, a message will fail, no matter how cleverly it is organized or written.

Accepted Answer

The answer of Without a sound explanation of the __________...

Question 4

Select the best subject line for a memo delivering bad news to employees.

Accepted Answer

A) Discontinuation of Free Parking 
B) Change in Parking Benefit 
C) Parking 
D) Major Reduction in Parking Privileges 
A) Discontinuation of Free Parking 
B) Change in Parking Benefit 
C) Parking 
D) Major Reduction in Parking Privileges

Question 5

What is the most accurate statement about negative workplace messages?

Accepted Answer

A) Most businesses never experience situations that require delivering negative news. 
B) Some businesses have to respond to complaints voiced on social network sites such as Facebook and Twitter. 
C) Because negative messages are rare, they do not have to be written as carefully as other messages. 
D) All of these choices are accurate. 
A) Most businesses never experience situations that require delivering negative news. 
B) Some businesses have to respond to complaints voiced on social network sites such as Facebook and Twitter. 
C) Because negative messages are rare, they do not have to be written as carefully as other messages. 
D) All of these choices are accurate.

Question 6

In a recommendation letter, Nathan falsely accuses former employee Jacqueline of treating her supervisor disrespectfully. This action is considered to be

Accepted Answer

A) slander. 
B) libel. 
C) a little white lie. 
D) legitimate. 
A) slander. 
B) libel. 
C) a little white lie. 
D) legitimate.

Question 7

The ____________________-guy syndrome refers to a situation in which the writer's statements make the reader feel better but may be misleading or inaccurate.

Accepted Answer

The answer of The ____________________-guy syndrome refers to a situation...

Question 8

When should the indirect pattern be used to communicate negative news?

Accepted Answer

A) Always 
B) When the bad news is personally upsetting 
C) When the receiver may overlook the bad news 
D) When the bad news is expected 
A) Always 
B) When the bad news is personally upsetting 
C) When the receiver may overlook the bad news 
D) When the bad news is expected

Question 9

What is the best advice for writing a letter that turns down a customer's claim?

Accepted Answer

A) Consider offering resale information to build the customer's confidence in your products or organization. 
B) To avoid taking responsibility, be sure to make it clear that the customer is at fault. 
C) Use strong emotional, subjective language to show the customer how much you care. 
D) All of these choices. 
A) Consider offering resale information to build the customer's confidence in your products or organization. 
B) To avoid taking responsibility, be sure to make it clear that the customer is at fault. 
C) Use strong emotional, subjective language to show the customer how much you care. 
D) All of these choices.

Question 10

Gerald discovered that one of his employees has filed a fraudulent expense claim. What is the best advice for Gerald to deliver the bad news to this employee tactfully, professionally, and safely?

Accepted Answer

A) Gerald should prepare and rehearse what he will say. 
B) Gerald should go alone to the meeting with the employee so that no one else knows about the episode. 
C) Gerald should meet with the employee on a Friday afternoon so that they can both go home right after. 
D) Gerald should do all of these. 
A) Gerald should prepare and rehearse what he will say. 
B) Gerald should go alone to the meeting with the employee so that no one else knows about the episode. 
C) Gerald should meet with the employee on a Friday afternoon so that they can both go home right after. 
D) Gerald should do all of these.

Question 11

When should the direct pattern be used to communicate negative news?

Accepted Answer

A) Never 
B) When the negative news affects the reader personally 
C) When firmness is necessary 
D) When the negative news is damaging 
A) Never 
B) When the negative news affects the reader personally 
C) When firmness is necessary 
D) When the negative news is damaging

Question 12

When declining an invitation, a statement, such as Unfortunately, because of a fully booked schedule, I will be unable to serve as your keynote speaker, should be presented by itself in a short paragraph to ensure that it won't be overlooked.

Accepted Answer

A) True 
 B)False

Question 13

When the bad news is not damaging, when the reader may overlook the bad news, or when firmness is necessary, the ____________________ organizational pattern should be used.

Accepted Answer

The answer of When the bad news is not damaging,...

Question 14

The _______________________and Equal Credit Opportunity Act state that consumers who are denied loans must receive a notice of "adverse action" from the business explaining. the decision

Accepted Answer

A) PATRIOT Act 
B) Class Action Fairness Act 
C) Fair Credit Reporting Act 
D) Sarbanes-Oxley Act 
A) PATRIOT Act 
B) Class Action Fairness Act 
C) Fair Credit Reporting Act 
D) Sarbanes-Oxley Act

Question 15

In which of the following sentences has the bad news been placed in a subordinate clause?

Accepted Answer

A) Although our wellness program must be discontinued, all other benefits will remain the same. 
B) Although all other benefits will remain the same, we must discontinue our wellness program. 
C) Our wellness program must be discontinued. 
D) We are sorry to announce that our wellness program must be discontinued. 
A) Although our wellness program must be discontinued, all other benefits will remain the same. 
B) Although all other benefits will remain the same, we must discontinue our wellness program. 
C) Our wellness program must be discontinued. 
D) We are sorry to announce that our wellness program must be discontinued.

Question 16

Katie makes an abusive statement about David. This language will be actionable if

Accepted Answer

A) Katie's statements are true. 
B) Katie's sends the message by e-mail to two other employees in the department. 
C) Katie's statements are damaging to David's reputation. 
D) all of these are true. 
A) Katie's statements are true. 
B) Katie's sends the message by e-mail to two other employees in the department. 
C) Katie's statements are damaging to David's reputation. 
D) all of these are true.

Question 17

Which of the following would not be included in the closing paragraph of a bad-news message?

Accepted Answer

A) An alternative or compromise 
B) Resale or sales promotion information 
C) A standard phrase such as If you have any questions, please don't hesitate to call. 
D) A reference to an enclosed coupon, certificate, or other freebie 
A) An alternative or compromise 
B) Resale or sales promotion information 
C) A standard phrase such as If you have any questions, please don't hesitate to call. 
D) A reference to an enclosed coupon, certificate, or other freebie

Question 18

Following up on bad-news in writing is important to

Accepted Answer

A) promote good relations. 
B) formally confirm follow-up procedures. 
C) establish a record of the incident. 
D) Following up on bad news in writing is important for all these purposes. 
A) promote good relations. 
B) formally confirm follow-up procedures. 
C) establish a record of the incident. 
D) Following up on bad news in writing is important for all these purposes.

Question 19

What is the most accurate statement about keeping the indirect strategy ethical?

Accepted Answer

A) The indirect organizational strategy is unethical and manipulative because the writer deliberately delays the main idea. 
B) When you use the indirect strategy, your motives are to deceive the reader and to hide the news. 
C) Because the indirect strategy provides a setting in which to announce bad news, it should be used to avoid the truth. 
D) By delaying bad news, you soften the blow somewhat, as well as ensure that your reasoning will be read while the receiver is still receptive. 
A) The indirect organizational strategy is unethical and manipulative because the writer deliberately delays the main idea. 
B) When you use the indirect strategy, your motives are to deceive the reader and to hide the news. 
C) Because the indirect strategy provides a setting in which to announce bad news, it should be used to avoid the truth. 
D) By delaying bad news, you soften the blow somewhat, as well as ensure that your reasoning will be read while the receiver is still receptive.

Question 20

You're not sure how your reader will react to the bad news you will be delivering. What should you do?

Accepted Answer

A) Organize the bad-news message using the direct strategy. 
B) Organize the bad-news message using the indirect strategy. 
C) Send the bad news via e-mail. 
D) Call the reader to confirm what her reaction will be before writing the message. 
A) Organize the bad-news message using the direct strategy. 
B) Organize the bad-news message using the indirect strategy. 
C) Send the bad news via e-mail. 
D) Call the reader to confirm what her reaction will be before writing the message.

Which of the following sentences uses the passive voice to present the bad news?

Which of the following statements is most accurate?

Without a sound explanation of the __________ for denying a request, refusing a claim, or revealing other bad news, a message will fail, no matter how cleverly it is organized or written.

Select the best subject line for a memo delivering bad news to employees.

What is the most accurate statement about negative workplace messages?

In a recommendation letter, Nathan falsely accuses former employee Jacqueline of treating her supervisor disrespectfully. This action is considered to be

The ____________________-guy syndrome refers to a situation in which the writer's statements make the reader feel better but may be misleading or inaccurate.

When should the indirect pattern be used to communicate negative news?

What is the best advice for writing a letter that turns down a customer's claim?

Gerald discovered that one of his employees has filed a fraudulent expense claim. What is the best advice for Gerald to deliver the bad news to this employee tactfully, professionally, and safely?

When should the direct pattern be used to communicate negative news?

When declining an invitation, a statement, such as Unfortunately, because of a fully booked schedule, I will be unable to serve as your keynote speaker, should be presented by itself in a short paragraph to ensure that it won't be overlooked.

When the bad news is not damaging, when the reader may overlook the bad news, or when firmness is necessary, the ____________________ organizational pattern should be used.

The _______________________and Equal Credit Opportunity Act state that consumers who are denied loans must receive a notice of "adverse action" from the business explaining. the decision

In which of the following sentences has the bad news been placed in a subordinate clause?

Katie makes an abusive statement about David. This language will be actionable if

Which of the following would not be included in the closing paragraph of a bad-news message?

Following up on bad-news in writing is important to

What is the most accurate statement about keeping the indirect strategy ethical?

You're not sure how your reader will react to the bad news you will be delivering. What should you do?

Business Communication in the Digital Age

Professionalism: Team, Meeting, Listening, Nonverbal and Etiquette Skills

Intercultural Communication

Planning Business Messages

Organizing and Drafting Business Messages

Revising Business Messages

Short Workplace Messages and Digital Media

Positive Messages

Persuasive and Sales Messages

Reporting in the Digital-Age Workplace

Informal Business Reports

Proposals, Business Plans, and Formal Business Reports

Business Presentations

The Job Search and Résumés in the Digital Age

Interviewing and Following up

Filters

Exam 9: Negative Messages

Which of the following sentences uses the passive voice to present the bad news?

Which of the following statements is most accurate?

Without a sound explanation of the __________ for denying a request, refusing a claim, or revealing other bad news, a message will fail, no matter how cleverly it is organized or written.

Select the best subject line for a memo delivering bad news to employees.

What is the most accurate statement about negative workplace messages?

In a recommendation letter, Nathan falsely accuses former employee Jacqueline of treating her supervisor disrespectfully. This action is considered to be

The ____________________-guy syndrome refers to a situation in which the writer's statements make the reader feel better but may be misleading or inaccurate.

When should the indirect pattern be used to communicate negative news?

What is the best advice for writing a letter that turns down a customer's claim?

Gerald discovered that one of his employees has filed a fraudulent expense claim. What is the best advice for Gerald to deliver the bad news to this employee tactfully, professionally, and safely?

When should the direct pattern be used to communicate negative news?

When declining an invitation, a statement, such as Unfortunately, because of a fully booked schedule, I will be unable to serve as your keynote speaker, should be presented by itself in a short paragraph to ensure that it won't be overlooked.

When the bad news is not damaging, when the reader may overlook the bad news, or when firmness is necessary, the ____________________ organizational pattern should be used.

The _______________________and Equal Credit Opportunity Act state that consumers who are denied loans must receive a notice of "adverse action" from the business explaining. the decision

In which of the following sentences has the bad news been placed in a subordinate clause?

Katie makes an abusive statement about David. This language will be actionable if

Which of the following would not be included in the closing paragraph of a bad-news message?

Following up on bad-news in writing is important to

What is the most accurate statement about keeping the indirect strategy ethical?

You're not sure how your reader will react to the bad news you will be delivering. What should you do?

Business Communication in the Digital Age

Professionalism: Team, Meeting, Listening, Nonverbal and Etiquette Skills

Intercultural Communication

Planning Business Messages

Organizing and Drafting Business Messages

Revising Business Messages

Short Workplace Messages and Digital Media

Positive Messages

Persuasive and Sales Messages

Reporting in the Digital-Age Workplace

Informal Business Reports

Proposals, Business Plans, and Formal Business Reports

Business Presentations

The Job Search and Résumés in the Digital Age

Interviewing and Following up

Filters