Question 1

When abusive language is written, it is called ____________________.

Accepted Answer

The answer of When abusive language is written, it is...

Question 2

One useful technique for reducing the pain associated with a negative-news message is to place the refusal in a(n) ____________________ clause.

Accepted Answer

The answer of One useful technique for reducing the pain...

Question 3

The best placement for a statement of bad news in a message is

Accepted Answer

A) in a subordinate clause. 
B) at the beginning of a sentence. 
C) at the end of a paragraph. 
D) at the beginning of a paragraph. 
A) in a subordinate clause. 
B) at the beginning of a sentence. 
C) at the end of a paragraph. 
D) at the beginning of a paragraph.

Question 4

Which of the following is the best advice when presenting the reasons for the bad news?

Accepted Answer

A) Whenever possible, cite company policy as the reason for the bad news because most people willingly accept this reason. 
B) Do not present the reasons for the bad news; instead, focus solely on presenting the bad news sensitively. 
C) Use words such as impossible, regret, and unfortunately to make your point clear. 
D) Cite reader or other benefits if plausible. 
A) Whenever possible, cite company policy as the reason for the bad news because most people willingly accept this reason. 
B) Do not present the reasons for the bad news; instead, focus solely on presenting the bad news sensitively. 
C) Use words such as impossible, regret, and unfortunately to make your point clear. 
D) Cite reader or other benefits if plausible.

Question 5

Priscilla must turn down a request for a charitable contribution, and she's not sure how her reader will respond. She should, therefore, use the direct strategy for her message.

Accepted Answer

A) True 
 B)False

Question 6

You should never apologize in a negative-news message because doing so admits responsibility.

Accepted Answer

A) True 
 B)False

Question 7

Business communicators should use the ____________________ organizational pattern to deliver bad news when the news will be personally upsetting, will provoke a hostile reaction, will threaten the customer relationship, or is unexpected.

Accepted Answer

The answer of Business communicators should use the ____________________ organizational...

Question 8

Because we value loyal customers like you, we have enclosed a coupon for $20 for your next meal at The Cheesecake Factory is an effective closing statement for a negative-news message.

Accepted Answer

A) True 
 B)False

Question 9

The ____________________ of a negative-news message should include a pleasant statement that promotes goodwill.

Accepted Answer

The answer of The ____________________ of a negative-news message should...

Question 10

Michelle must write a bad-news message to her staff telling them that their hours next month will be reduced. She has just completed Phase 1 of the prewriting process and is beginning Phase 2. What should she do first?

Accepted Answer

A) Write the rough draft of her message. 
B) Select an appropriate color of stationery that will be calming to the reader. 
C) Analyze the bad news to determine how it will affect the reader. 
D) Gather information and brainstorm ways to present the reasons for the bad news. 
A) Write the rough draft of her message. 
B) Select an appropriate color of stationery that will be calming to the reader. 
C) Analyze the bad news to determine how it will affect the reader. 
D) Gather information and brainstorm ways to present the reasons for the bad news.

Question 11

When writing a letter to a customer denying credit, you have four goals. Which of the following is not one of these goals?

Accepted Answer

A) Promising the customer that credit will be granted in the future 
B) Retaining the customer on a cash basis 
C) Avoiding language that causes hard feelings 
D) Avoiding disclosures that could cause a lawsuit 
A) Promising the customer that credit will be granted in the future 
B) Retaining the customer on a cash basis 
C) Avoiding language that causes hard feelings 
D) Avoiding disclosures that could cause a lawsuit

Question 12

To avoid charges of discrimination or wrongful actions, legal advisors recommend that organizations write employment rejection letters that are

Accepted Answer

A) as specific as possible. 
B) written using the direct strategy. 
C) general, simple, and short. 
D) form letters. 
A) as specific as possible. 
B) written using the direct strategy. 
C) general, simple, and short. 
D) form letters.

Question 13

Bad things that require the delivery of negative messages happen in all businesses.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following is not one of the goals in communicating negative news?

Accepted Answer

A) To help the receiver understand the negative news 
B) To show your desire to continue pleasant relations with the receiver 
C) To hide the real reason for the negative news 
D) To maintain a professional and positive image of you and your corporation 
A) To help the receiver understand the negative news 
B) To show your desire to continue pleasant relations with the receiver 
C) To hide the real reason for the negative news 
D) To maintain a professional and positive image of you and your corporation

Question 15

Select the most accurate statement.

Accepted Answer

A) An employee's words, decisions, and opinions are assumed to represent those of the organization. 
B) If you want to communicate your personal feelings or opinions, use company letterhead to give yourself more credibility. 
C) To be actionable (likely to result in a lawsuit), abusive language can be true or false, as long as it is damaging. 
D) In a situation that could be legally dangerous, try to volunteer as much information as possible to show that you are being completely honest. 
A) An employee's words, decisions, and opinions are assumed to represent those of the organization. 
B) If you want to communicate your personal feelings or opinions, use company letterhead to give yourself more credibility. 
C) To be actionable (likely to result in a lawsuit), abusive language can be true or false, as long as it is damaging. 
D) In a situation that could be legally dangerous, try to volunteer as much information as possible to show that you are being completely honest.

When abusive language is written, it is called ____________________.

One useful technique for reducing the pain associated with a negative-news message is to place the refusal in a(n) ____________________ clause.

The best placement for a statement of bad news in a message is

Which of the following is the best advice when presenting the reasons for the bad news?

Priscilla must turn down a request for a charitable contribution, and she's not sure how her reader will respond. She should, therefore, use the direct strategy for her message.

You should never apologize in a negative-news message because doing so admits responsibility.

Business communicators should use the ____________________ organizational pattern to deliver bad news when the news will be personally upsetting, will provoke a hostile reaction, will threaten the customer relationship, or is unexpected.

Because we value loyal customers like you, we have enclosed a coupon for $20 for your next meal at The Cheesecake Factory is an effective closing statement for a negative-news message.

The ____________________ of a negative-news message should include a pleasant statement that promotes goodwill.

Michelle must write a bad-news message to her staff telling them that their hours next month will be reduced. She has just completed Phase 1 of the prewriting process and is beginning Phase 2. What should she do first?

When writing a letter to a customer denying credit, you have four goals. Which of the following is not one of these goals?

To avoid charges of discrimination or wrongful actions, legal advisors recommend that organizations write employment rejection letters that are

Bad things that require the delivery of negative messages happen in all businesses.

Which of the following is not one of the goals in communicating negative news?

Select the most accurate statement.

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

When abusive language is written, it is called ____________________.

One useful technique for reducing the pain associated with a negative-news message is to place the refusal in a(n) ____________________ clause.

The best placement for a statement of bad news in a message is

Which of the following is the best advice when presenting the reasons for the bad news?

Priscilla must turn down a request for a charitable contribution, and she's not sure how her reader will respond. She should, therefore, use the direct strategy for her message.

You should never apologize in a negative-news message because doing so admits responsibility.

Business communicators should use the ____________________ organizational pattern to deliver bad news when the news will be personally upsetting, will provoke a hostile reaction, will threaten the customer relationship, or is unexpected.

Because we value loyal customers like you, we have enclosed a coupon for $20 for your next meal at The Cheesecake Factory is an effective closing statement for a negative-news message.

The ____________________ of a negative-news message should include a pleasant statement that promotes goodwill.

Michelle must write a bad-news message to her staff telling them that their hours next month will be reduced. She has just completed Phase 1 of the prewriting process and is beginning Phase 2. What should she do first?

When writing a letter to a customer denying credit, you have four goals. Which of the following is not one of these goals?

To avoid charges of discrimination or wrongful actions, legal advisors recommend that organizations write employment rejection letters that are

Bad things that require the delivery of negative messages happen in all businesses.

Which of the following is not one of the goals in communicating negative news?

Select the most accurate statement.

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