Question 1

To prevent a public relations problem,which of the following might be the best way to respond to a critic who posts negative information about the company?

Accepted Answer

A) Assess the message for flaws. 
B) Threaten legal action unless the post is removed. 
C) Contact the writer privately to attempt to resolve the situation. 
D) Monitor feedback about the complaint before making a decision. 
A) Assess the message for flaws. 
B) Threaten legal action unless the post is removed. 
C) Contact the writer privately to attempt to resolve the situation. 
D) Monitor feedback about the complaint before making a decision. C

Question 2

Negative situations provide an opportunity to excel as a communicator.

Accepted Answer

A) True 
 B)False  True

Question 3

When writing a direct format bad news message,reasons for the decision or news should always be provided.

Accepted Answer

A) True 
 B)False  False

Question 4

To successfully sue for defamation,what must be proven?

Accepted Answer

A) The language used was purposely abusive. 
B) The language injures the person's reputation. 
C) The information was accurate and fact based. 
D) Anger or malice was the inspiration for the message. 
E) The message was approved by the company's legal advisors. 
A) The language used was purposely abusive. 
B) The language injures the person's reputation. 
C) The information was accurate and fact based. 
D) Anger or malice was the inspiration for the message. 
E) The message was approved by the company's legal advisors.

Question 5

All content in the negative message should be what?

Accepted Answer

A) Factual, impersonal and objective 
B) Factual, positive and clear 
C) Clear, complete and concise 
D) Objective, complete and concise 
E) Personal, complete and concise 
A) Factual, impersonal and objective 
B) Factual, positive and clear 
C) Clear, complete and concise 
D) Objective, complete and concise 
E) Personal, complete and concise

Question 6

An apology can be simply an expression of sympathy that something negative has happened.

Accepted Answer

A) True 
 B)False

Question 7

When using the indirect approach to convey negative news,what should be in the middle,or body of the message?

Accepted Answer

A) Neutral buffer 
B) Bad news 
C) Information that may help the audience 
D) Reasons for the bad news, then the news 
E) Positive statement aimed at maintaining a good relationship 
A) Neutral buffer 
B) Bad news 
C) Information that may help the audience 
D) Reasons for the bad news, then the news 
E) Positive statement aimed at maintaining a good relationship

Question 8

Which of the following can become a benefit of the social media environment for the organization?

Accepted Answer

A) Online rumors 
B) False information 
C) Attacks on the company's reputation 
D) Customers who feel they have been treated unfairly 
E) Suggestions for product improvement 
A) Online rumors 
B) False information 
C) Attacks on the company's reputation 
D) Customers who feel they have been treated unfairly 
E) Suggestions for product improvement

Question 9

Unhappy customers use social media to voice complaints to a larger audience than just the organization.

Accepted Answer

A) True 
 B)False

Question 10

Those who have had negative experience with an organization are known as what?

Accepted Answer

A) Public affairs 
B) Trolls 
C) The misguided 
D) Unhappy customers 
E) Ragers 
A) Public affairs 
B) Trolls 
C) The misguided 
D) Unhappy customers 
E) Ragers

Question 11

When the customer has no established expectation,which of the following should be the focus of the bad news message?

Accepted Answer

A) Resetting the expectations that are assumed by the writer 
B) Explaining how you plan to resolve the problem 
C) An apology 
D) An explanation of what went wrong 
E) Information on the situation 
A) Resetting the expectations that are assumed by the writer 
B) Explaining how you plan to resolve the problem 
C) An apology 
D) An explanation of what went wrong 
E) Information on the situation

Question 12

When giving reasons for the decision,how should they be ordered?

Accepted Answer

A) Most negative first 
B) Most controversial first 
C) Most positive first 
D) Most general first 
E) Most detailed first 
A) Most negative first 
B) Most controversial first 
C) Most positive first 
D) Most general first 
E) Most detailed first

Question 13

When providing the bad news,which of the following would do least to minimize the potential negative feelings from the bad news?

Accepted Answer

A) Devote as little space to the actual bad news as possible. 
B) Devote as little time to the explanation of the bad news as possible. 
C) Use specific and concrete terms to ensure understanding of the bad news. 
D) Subordinate the news within a complex or compound sentence. 
E) Place the bad news in the middle of the paragraph. 
A) Devote as little space to the actual bad news as possible. 
B) Devote as little time to the explanation of the bad news as possible. 
C) Use specific and concrete terms to ensure understanding of the bad news. 
D) Subordinate the news within a complex or compound sentence. 
E) Place the bad news in the middle of the paragraph.

Question 14

Which of the following is the most appropriate apology when writing a negative news message?

Accepted Answer

A) "I am sorry you had a problem with this product, and please know this issue will never happen again." 
B) "If this issue has created any problems for you, we are sorry." 
C) "I am sorry to hear of your difficulties with this product." 
D) "I am sorry to hear of your difficulties, as we sell millions of these products a year and no one else has expressed any concern with them." 
E) "I am sorry if anyone had difficulties with this product." 
A) "I am sorry you had a problem with this product, and please know this issue will never happen again." 
B) "If this issue has created any problems for you, we are sorry." 
C) "I am sorry to hear of your difficulties with this product." 
D) "I am sorry to hear of your difficulties, as we sell millions of these products a year and no one else has expressed any concern with them." 
E) "I am sorry if anyone had difficulties with this product."

Question 15

What does the introductory paragraph in a direct format bad news message do for the reader?

Accepted Answer

A) It softens the blow of the bad news. 
B) It offers a neutral buffer. 
C) It explains why the decision was made before telling the reader what the decision is. 
D) It explains the credentials of the writer. 
E) It shares the bad news. 
A) It softens the blow of the bad news. 
B) It offers a neutral buffer. 
C) It explains why the decision was made before telling the reader what the decision is. 
D) It explains the credentials of the writer. 
E) It shares the bad news.

Question 16

In addition to making the message as short as possible,what is the advantage to using a direct format for bad news messages?

Accepted Answer

A) The direct format increases understanding. 
B) The direct format increases acceptance. 
C) The direct format clearly identifies the bad news so fewer assumptions are made. 
D) The direct format saves the reader time. 
E) The direct format saves the writer time. 
A) The direct format increases understanding. 
B) The direct format increases acceptance. 
C) The direct format clearly identifies the bad news so fewer assumptions are made. 
D) The direct format saves the reader time. 
E) The direct format saves the writer time.

Question 17

Which of the following would allow a company to monitor what stakeholders are saying about the company on social media sites?

Accepted Answer

A) Facebook "likes" 
B) Automated reputation analysis 
C) Twitter feeds 
D) Blog threads 
E) Stock prices 
A) Facebook "likes" 
B) Automated reputation analysis 
C) Twitter feeds 
D) Blog threads 
E) Stock prices

Question 18

What is the purpose of offering free merchandise or other considerations when a firm has bad news regarding transaction?

Accepted Answer

A) To salvage as much of the original order as possible 
B) To encourage a new order to replace the current transaction 
C) To rebuild the customer's confidence in your company 
D) To encourage the placement of an even larger order 
E) To bundle the shipment with the previous transaction for an even greater cost savings 
A) To salvage as much of the original order as possible 
B) To encourage a new order to replace the current transaction 
C) To rebuild the customer's confidence in your company 
D) To encourage the placement of an even larger order 
E) To bundle the shipment with the previous transaction for an even greater cost savings

Question 19

When preparing for a performance review,it is important to make sure the job description is accurate and up to date.

Accepted Answer

A) True 
 B)False

Question 20

How can negative situations in an organization affect leadership skills?

Accepted Answer

A) Leaders can provide staff the opportunity to practice communication skills. 
B) Leaders can use negative situations as opportunities to minimize organizational impact. 
C) Leaders can use negative situations to renegotiate with suppliers and vendors. 
D) Leaders can use negative situations to reshape or reinvigorate the organization. 
E) Leaders can use negative situations to identify encouraging and level headed employees for future leadership positions. 
A) Leaders can provide staff the opportunity to practice communication skills. 
B) Leaders can use negative situations as opportunities to minimize organizational impact. 
C) Leaders can use negative situations to renegotiate with suppliers and vendors. 
D) Leaders can use negative situations to reshape or reinvigorate the organization. 
E) Leaders can use negative situations to identify encouraging and level headed employees for future leadership positions.

To prevent a public relations problem,which of the following might be the best way to respond to a critic who posts negative information about the company?

Negative situations provide an opportunity to excel as a communicator.

When writing a direct format bad news message,reasons for the decision or news should always be provided.

To successfully sue for defamation,what must be proven?

All content in the negative message should be what?

An apology can be simply an expression of sympathy that something negative has happened.

When using the indirect approach to convey negative news,what should be in the middle,or body of the message?

Which of the following can become a benefit of the social media environment for the organization?

Unhappy customers use social media to voice complaints to a larger audience than just the organization.

Those who have had negative experience with an organization are known as what?

When the customer has no established expectation,which of the following should be the focus of the bad news message?

When giving reasons for the decision,how should they be ordered?

When providing the bad news,which of the following would do least to minimize the potential negative feelings from the bad news?

Which of the following is the most appropriate apology when writing a negative news message?

What does the introductory paragraph in a direct format bad news message do for the reader?

In addition to making the message as short as possible,what is the advantage to using a direct format for bad news messages?

Which of the following would allow a company to monitor what stakeholders are saying about the company on social media sites?

What is the purpose of offering free merchandise or other considerations when a firm has bad news regarding transaction?

When preparing for a performance review,it is important to make sure the job description is accurate and up to date.

How can negative situations in an organization affect leadership skills?

Understanding Business Communication in Todays Workplace

Collaboration, interpersonal Communication, and Business Etiquette

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Digital Channels

Writing Routine and Positive Messages

Writing Persuasive Messages

Understanding and Planning Reports and Proposals

Writing and Completing Reports and Proposals

Developing Oral and Online Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Format and Layout of Business Documents

Documentation of Report Sources

Correction Symbols

Filters

Exam 8: Writing Negative Messages

To prevent a public relations problem,which of the following might be the best way to respond to a critic who posts negative information about the company?

Negative situations provide an opportunity to excel as a communicator.

When writing a direct format bad news message,reasons for the decision or news should always be provided.

To successfully sue for defamation,what must be proven?

All content in the negative message should be what?

An apology can be simply an expression of sympathy that something negative has happened.

When using the indirect approach to convey negative news,what should be in the middle,or body of the message?

Which of the following can become a benefit of the social media environment for the organization?

Unhappy customers use social media to voice complaints to a larger audience than just the organization.

Those who have had negative experience with an organization are known as what?

When the customer has no established expectation,which of the following should be the focus of the bad news message?

When giving reasons for the decision,how should they be ordered?

When providing the bad news,which of the following would do least to minimize the potential negative feelings from the bad news?

Which of the following is the most appropriate apology when writing a negative news message?

What does the introductory paragraph in a direct format bad news message do for the reader?

In addition to making the message as short as possible,what is the advantage to using a direct format for bad news messages?

Which of the following would allow a company to monitor what stakeholders are saying about the company on social media sites?

What is the purpose of offering free merchandise or other considerations when a firm has bad news regarding transaction?

When preparing for a performance review,it is important to make sure the job description is accurate and up to date.

How can negative situations in an organization affect leadership skills?

Understanding Business Communication in Todays Workplace

Collaboration, interpersonal Communication, and Business Etiquette

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Digital Channels

Writing Routine and Positive Messages

Writing Persuasive Messages

Understanding and Planning Reports and Proposals

Writing and Completing Reports and Proposals

Developing Oral and Online Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Format and Layout of Business Documents

Documentation of Report Sources

Correction Symbols

Filters