Question 1

Discuss the advantages of using direct format for negative news messages,and how to develop a strong opening paragraph for this format.

Accepted Answer

A negative message using the direct appr

Question 2

When delivering negative news using the direct approach,what does the message open with?

Accepted Answer

A) Neutral buffer 
B) Bad news 
C) Reasons for the decision 
D) Plan of action 
E) Positive statement aimed at maintaining a good relationship 
A) Neutral buffer 
B) Bad news 
C) Reasons for the decision 
D) Plan of action 
E) Positive statement aimed at maintaining a good relationship

Question 3

When attempting to rectify a situation and reach a reasonable solution,which of the following groups should be responded to?

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 4

Customers who make requests for claims or adjustments tend to be more emotionally involved in the outcome of the request.

Accepted Answer

A) True 
 B)False

Question 5

The most important step in responding to negative information on social media is to respond as soon as the negative comment appears.

Accepted Answer

A) True 
 B)False

Question 6

Discuss the methods to develop an effective conclusion to a bad news message.

Accepted Answer

Whatever type of conclusion you use,foll

Question 7

When preparing a written termination notice,the written document should be presented in person if possible.

Accepted Answer

A) True 
 B)False

Question 8

Which part of an indirect format message serves as a transition to the purpose of the message?

Accepted Answer

A) The apology 
B) The news 
C) The reasons for the news 
D) The buffer 
E) The explanation of company policy 
A) The apology 
B) The news 
C) The reasons for the news 
D) The buffer 
E) The explanation of company policy

Question 9

Which of the following is more likely to lead to a discrimination lawsuit?

Accepted Answer

A) Direct format letters 
B) Refusing to write letters of recommendation 
C) Indirect format letters 
D) Rejecting job applicants 
E) Refusing to provide social networking recommendations 
A) Direct format letters 
B) Refusing to write letters of recommendation 
C) Indirect format letters 
D) Rejecting job applicants 
E) Refusing to provide social networking recommendations

Question 10

To avoid defamation charges,which of the following would be the best practice?

Accepted Answer

A) Resist the temptation to call someone dishonest or incompetent 
B) Only make charges of dishonesty in writing 
C) Only make charges of dishonesty verbally, eliminating the record of the charges 
D) Use language that creates the biggest impact on the person's reputation 
E) Make the charges anonymously on social media 
A) Resist the temptation to call someone dishonest or incompetent 
B) Only make charges of dishonesty in writing 
C) Only make charges of dishonesty verbally, eliminating the record of the charges 
D) Use language that creates the biggest impact on the person's reputation 
E) Make the charges anonymously on social media

Question 11

An effective buffer serves as a transition to the explanation and information section of the indirect message.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following is least effective at conveying negative information as clearly and kindly as possible?

Accepted Answer

A) Embed the bad news in the middle of the paragraph. 
B) Suggest you might reverse the decision if circumstances change. 
C) Emphasize what you can do rather than what you cannot do. 
D) Imply the bad news instead of specifically stating the news. 
E) Minimize the space devoted to the news. 
A) Embed the bad news in the middle of the paragraph. 
B) Suggest you might reverse the decision if circumstances change. 
C) Emphasize what you can do rather than what you cannot do. 
D) Imply the bad news instead of specifically stating the news. 
E) Minimize the space devoted to the news.

Question 13

Writing negative news with sensitivity and clarity helps the reader do what?

Accepted Answer

A) Understand the message 
B) Accept the message 
C) Increase their desire to improve 
D) Take the message personally 
E) Respond to the message appropriately 
A) Understand the message 
B) Accept the message 
C) Increase their desire to improve 
D) Take the message personally 
E) Respond to the message appropriately

Question 14

It is appropriate to imply bad news rather than specifically state the news.

Accepted Answer

A) True 
 B)False

Question 15

Discuss how to best address the needs of the customer when denying a claim or request for an adjustment.

Accepted Answer

Customers who make a claim or request an

Question 16

To ensure the performance review is objective and well planned,which of the following steps should be taken?

Accepted Answer

A) Document performance issues as they happen. 
B) Evaluate each employee based on their needs, skills and abilities. 
C) Use a personal and sincere tone. 
D) Focus on areas of weakness that need improvement. 
E) Use the job description that best matches the performance level. 
A) Document performance issues as they happen. 
B) Evaluate each employee based on their needs, skills and abilities. 
C) Use a personal and sincere tone. 
D) Focus on areas of weakness that need improvement. 
E) Use the job description that best matches the performance level.

Question 17

Discuss best practices when making negative announcements about organizational news.

Accepted Answer

When making negative announcements,match

Question 18

Discuss how to determine if a direct or indirect format should be used when conveying bad or negative news.

Accepted Answer

To help decide which approach to take in

Question 19

Which of the following would be the best option when rejecting an applicant?

Accepted Answer

A) Use an opening buffer that emphasizes which skills the organization could use. 
B) Personalize the message by using the applicant's name. 
C) Convey the news using blunt and personalized language. 
D) Explain exactly why the applicant was rejected. 
E) Explain exactly why another candidate was chosen over the applicant. 
A) Use an opening buffer that emphasizes which skills the organization could use. 
B) Personalize the message by using the applicant's name. 
C) Convey the news using blunt and personalized language. 
D) Explain exactly why the applicant was rejected. 
E) Explain exactly why another candidate was chosen over the applicant.

Question 20

After assessing a negative message,a quick response should be made based on what?

Accepted Answer

A) Automated reputation analysis feedback 
B) A public relations plan 
C) Stakeholder feedback 
D) Advice from experts such as the legal department 
E) Comments from the online community 
A) Automated reputation analysis feedback 
B) A public relations plan 
C) Stakeholder feedback 
D) Advice from experts such as the legal department 
E) Comments from the online community

Discuss the advantages of using direct format for negative news messages,and how to develop a strong opening paragraph for this format.

When delivering negative news using the direct approach,what does the message open with?

When attempting to rectify a situation and reach a reasonable solution,which of the following groups should be responded to?

Customers who make requests for claims or adjustments tend to be more emotionally involved in the outcome of the request.

The most important step in responding to negative information on social media is to respond as soon as the negative comment appears.

Discuss the methods to develop an effective conclusion to a bad news message.

When preparing a written termination notice,the written document should be presented in person if possible.

Which part of an indirect format message serves as a transition to the purpose of the message?

Which of the following is more likely to lead to a discrimination lawsuit?

To avoid defamation charges,which of the following would be the best practice?

An effective buffer serves as a transition to the explanation and information section of the indirect message.

Which of the following is least effective at conveying negative information as clearly and kindly as possible?

Writing negative news with sensitivity and clarity helps the reader do what?

It is appropriate to imply bad news rather than specifically state the news.

Discuss how to best address the needs of the customer when denying a claim or request for an adjustment.

To ensure the performance review is objective and well planned,which of the following steps should be taken?

Discuss best practices when making negative announcements about organizational news.

Discuss how to determine if a direct or indirect format should be used when conveying bad or negative news.

Which of the following would be the best option when rejecting an applicant?

After assessing a negative message,a quick response should be made based on what?

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

Discuss the advantages of using direct format for negative news messages,and how to develop a strong opening paragraph for this format.

When delivering negative news using the direct approach,what does the message open with?

When attempting to rectify a situation and reach a reasonable solution,which of the following groups should be responded to?

Customers who make requests for claims or adjustments tend to be more emotionally involved in the outcome of the request.

The most important step in responding to negative information on social media is to respond as soon as the negative comment appears.

Discuss the methods to develop an effective conclusion to a bad news message.

When preparing a written termination notice,the written document should be presented in person if possible.

Which part of an indirect format message serves as a transition to the purpose of the message?

Which of the following is more likely to lead to a discrimination lawsuit?

To avoid defamation charges,which of the following would be the best practice?

An effective buffer serves as a transition to the explanation and information section of the indirect message.

Which of the following is least effective at conveying negative information as clearly and kindly as possible?

Writing negative news with sensitivity and clarity helps the reader do what?

It is appropriate to imply bad news rather than specifically state the news.

Discuss how to best address the needs of the customer when denying a claim or request for an adjustment.

To ensure the performance review is objective and well planned,which of the following steps should be taken?

Discuss best practices when making negative announcements about organizational news.

Discuss how to determine if a direct or indirect format should be used when conveying bad or negative news.

Which of the following would be the best option when rejecting an applicant?

After assessing a negative message,a quick response should be made based on what?

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