Question 1

Which of the following negative employment messages can sometimes be handled by simply ignoring the issue?

Accepted Answer

A) Request for recommendations 
B) Refusing social networking recommendation requests 
C) Rejecting job applicants 
D) Giving negative performance reviews 
E) Terminating employment 
A) Request for recommendations 
B) Refusing social networking recommendation requests 
C) Rejecting job applicants 
D) Giving negative performance reviews 
E) Terminating employment

Question 2

When including writing a buffer that includes information that is favorable to the reader,what type of buffer is being used?

Accepted Answer

A) Agreement 
B) Appreciation 
C) Good news 
D) Understanding 
E) Fairness 
A) Agreement 
B) Appreciation 
C) Good news 
D) Understanding 
E) Fairness

Question 3

Being verbally abused by a customer is an example of defamation.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following helps to create an effective buffer in a message with negative news?

Accepted Answer

A) A statement to minimize the reader's concerns 
B) A statement that is relevant and sincere 
C) A statement that diverts attention from the problem 
D) A statement that makes the reader think the message is actually good news instead of negative news 
E) A statement that includes flattery or irrelevant information 
A) A statement to minimize the reader's concerns 
B) A statement that is relevant and sincere 
C) A statement that diverts attention from the problem 
D) A statement that makes the reader think the message is actually good news instead of negative news 
E) A statement that includes flattery or irrelevant information

Question 5

After developing a clear purpose,what is the next step in preparing to write the negative message?

Accepted Answer

A) Being upfront and honest with those you need to send the message to 
B) Sharing the unwelcome news 
C) Writing a message that is sensitive and honest 
D) Gathering information the audience needs to understand and accept the message 
E) Choosing the channel and the medium 
A) Being upfront and honest with those you need to send the message to 
B) Sharing the unwelcome news 
C) Writing a message that is sensitive and honest 
D) Gathering information the audience needs to understand and accept the message 
E) Choosing the channel and the medium

Question 6

When writing negative news,what should follow the direct opening?

Accepted Answer

A) A sincere apology 
B) The negative news 
C) A neutral buffer 
D) An explanation of who you are 
E) An explanation of why the news is negative 
A) A sincere apology 
B) The negative news 
C) A neutral buffer 
D) An explanation of who you are 
E) An explanation of why the news is negative

Question 7

What is the most effective way to avoid negative surprises during a performance evaluation?

Accepted Answer

A) Make sure an employee understands job requirements. 
B) Tie salary increases to performance reviews. 
C) Tie promotions to performance reviews. 
D) Tie performance to organizational values. 
E) Provide consistent and regular feedback on performance. 
A) Make sure an employee understands job requirements. 
B) Tie salary increases to performance reviews. 
C) Tie promotions to performance reviews. 
D) Tie performance to organizational values. 
E) Provide consistent and regular feedback on performance.

Question 8

Which of the following is true of including an apology in a message?

Accepted Answer

A) Apologizing is the same as admitting mistake. 
B) Apologizing could have significant legal consequences. 
C) Apologizing allows the writer to express sympathy without accepting blame. 
D) Apologies should always be made when expressing negative news. 
E) Apologies should only be used when a long-term business relationship needs to be salvaged. 
A) Apologizing is the same as admitting mistake. 
B) Apologizing could have significant legal consequences. 
C) Apologizing allows the writer to express sympathy without accepting blame. 
D) Apologies should always be made when expressing negative news. 
E) Apologies should only be used when a long-term business relationship needs to be salvaged.

Question 9

When announcing negative organizational news,how should the writer determine the correct format of the message?

Accepted Answer

A) The organization should develop boilerplate messages for a variety of scenarios and then choose the most appropriate. 
B) The organization should determine which format best matches the specific situation. 
C) The organization should use a plan that is fair and consistent. 
D) The organization should present the information in the most positive way possible. 
E) The organization should determine what information can be safely kept from public consumption. 
A) The organization should develop boilerplate messages for a variety of scenarios and then choose the most appropriate. 
B) The organization should determine which format best matches the specific situation. 
C) The organization should use a plan that is fair and consistent. 
D) The organization should present the information in the most positive way possible. 
E) The organization should determine what information can be safely kept from public consumption.

Question 10

Written statements that are false and damage someone's reputation are considered defamation.

Accepted Answer

A) True 
 B)False

Question 11

When making an internal announcement that is unexpected and of a negative nature,which of the following would not be an appropriate step in presenting the information to the audience?

Accepted Answer

A) Open with a buffer that established mutual ground. 
B) Advance the reasoning for the decision. 
C) Announce the change or the bad news. 
D) Close with as much positive information as appropriate under the circumstances. 
E) Post a blog thread and allow employees to discuss the changes using social media. 
A) Open with a buffer that established mutual ground. 
B) Advance the reasoning for the decision. 
C) Announce the change or the bad news. 
D) Close with as much positive information as appropriate under the circumstances. 
E) Post a blog thread and allow employees to discuss the changes using social media.

Question 12

Which of the following is not one of the five goals when delivering bad news?

Accepted Answer

A) Repair business relationships. 
B) Convey the bad news. 
C) Maintain as much goodwill as possible. 
D) Maintain a good image for the organization. 
E) Eliminate the need for future correspondence on the matter. 
A) Repair business relationships. 
B) Convey the bad news. 
C) Maintain as much goodwill as possible. 
D) Maintain a good image for the organization. 
E) Eliminate the need for future correspondence on the matter.

Question 13

Why is the indirect format usually a better choice when sending negative employment messages?

Accepted Answer

A) Recipients tend to have an emotional stake in the message. 
B) There is less control over the message in other formats. 
C) Indirect formatted messages regarding employment are more sensitive than face to face conversations. 
D) Indirect formatted messages regarding employment are quicker to write. 
E) A direct format can be taken as a personal slight and a threat to the applicants future. 
A) Recipients tend to have an emotional stake in the message. 
B) There is less control over the message in other formats. 
C) Indirect formatted messages regarding employment are more sensitive than face to face conversations. 
D) Indirect formatted messages regarding employment are quicker to write. 
E) A direct format can be taken as a personal slight and a threat to the applicants future.

Question 14

When ending an indirect message,a statement such as "I trust our decision is satisfactory" does what for the reader?

Accepted Answer

A) Avoids an uncertain conclusion 
B) Helps to manage future correspondences 
C) Expresses optimism 
D) Opens the opportunity for further discussion 
E) Shows the writer's sincerity 
A) Avoids an uncertain conclusion 
B) Helps to manage future correspondences 
C) Expresses optimism 
D) Opens the opportunity for further discussion 
E) Shows the writer's sincerity

Question 15

Which of the following would be the most likely reason to include a detailed explanation of why the news is negative when writing a direct message for bad news?

Accepted Answer

A) The reasons are confidential. 
B) The reasons are complicated. 
C) The reasons are not important to the reader. 
D) The reader is an important customer. 
E) There is no need to worry about the long-term relationship with the audience. 
A) The reasons are confidential. 
B) The reasons are complicated. 
C) The reasons are not important to the reader. 
D) The reader is an important customer. 
E) There is no need to worry about the long-term relationship with the audience.

Question 16

How should a message that was developed using the indirect approach open?

Accepted Answer

A) With a neutral buffer 
B) With an introduction to the writer 
C) With an apology for the news 
D) With reasons for the news 
E) With a statement of the news 
A) With a neutral buffer 
B) With an introduction to the writer 
C) With an apology for the news 
D) With reasons for the news 
E) With a statement of the news

Question 17

Which of the following would generally be written using a direct format?

Accepted Answer

A) Refusing social networking recommendation requests 
B) Refusing requests for recommendations 
C) Refusing requests for claims and adjustments 
D) Rejecting suggestions and proposals 
E) Refusing routine requests 
A) Refusing social networking recommendation requests 
B) Refusing requests for recommendations 
C) Refusing requests for claims and adjustments 
D) Rejecting suggestions and proposals 
E) Refusing routine requests

Question 18

Which of the following is a goal when handling bad news about transactions?

Accepted Answer

A) Stating your reasons as carefully as possible 
B) Stating your reasons as positively as possible 
C) Stating the bad news as clearly as possible 
D) Explaining how you plan to resolve the situation as clearly as possible 
E) Avoiding details about the situation as much as possible 
A) Stating your reasons as carefully as possible 
B) Stating your reasons as positively as possible 
C) Stating the bad news as clearly as possible 
D) Explaining how you plan to resolve the situation as clearly as possible 
E) Avoiding details about the situation as much as possible

Question 19

Which of the following would be most appropriate when closing a direct format message with negative news?

Accepted Answer

A) Offer a sincere apology. 
B) Offer contact information in the event the reader wants to further discuss the issue. 
C) Provide reasons for the news. 
D) Offer an alternative solution. 
E) End on a cheerful, positive note that minimizes the impact of the negative news. 
A) Offer a sincere apology. 
B) Offer contact information in the event the reader wants to further discuss the issue. 
C) Provide reasons for the news. 
D) Offer an alternative solution. 
E) End on a cheerful, positive note that minimizes the impact of the negative news.

Question 20

When writing a negative message,wording should be as positive as possible.

Accepted Answer

A) True 
 B)False

Which of the following negative employment messages can sometimes be handled by simply ignoring the issue?

When including writing a buffer that includes information that is favorable to the reader,what type of buffer is being used?

Being verbally abused by a customer is an example of defamation.

Which of the following helps to create an effective buffer in a message with negative news?

After developing a clear purpose,what is the next step in preparing to write the negative message?

When writing negative news,what should follow the direct opening?

What is the most effective way to avoid negative surprises during a performance evaluation?

Which of the following is true of including an apology in a message?

When announcing negative organizational news,how should the writer determine the correct format of the message?

Written statements that are false and damage someone's reputation are considered defamation.

When making an internal announcement that is unexpected and of a negative nature,which of the following would not be an appropriate step in presenting the information to the audience?

Which of the following is not one of the five goals when delivering bad news?

Why is the indirect format usually a better choice when sending negative employment messages?

When ending an indirect message,a statement such as "I trust our decision is satisfactory" does what for the reader?

Which of the following would be the most likely reason to include a detailed explanation of why the news is negative when writing a direct message for bad news?

How should a message that was developed using the indirect approach open?

Which of the following would generally be written using a direct format?

Which of the following is a goal when handling bad news about transactions?

Which of the following would be most appropriate when closing a direct format message with negative news?

When writing a negative message,wording should be as positive as possible.

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

Which of the following negative employment messages can sometimes be handled by simply ignoring the issue?

When including writing a buffer that includes information that is favorable to the reader,what type of buffer is being used?

Being verbally abused by a customer is an example of defamation.

Which of the following helps to create an effective buffer in a message with negative news?

After developing a clear purpose,what is the next step in preparing to write the negative message?

When writing negative news,what should follow the direct opening?

What is the most effective way to avoid negative surprises during a performance evaluation?

Which of the following is true of including an apology in a message?

When announcing negative organizational news,how should the writer determine the correct format of the message?

Written statements that are false and damage someone's reputation are considered defamation.

When making an internal announcement that is unexpected and of a negative nature,which of the following would not be an appropriate step in presenting the information to the audience?

Which of the following is not one of the five goals when delivering bad news?

Why is the indirect format usually a better choice when sending negative employment messages?

When ending an indirect message,a statement such as "I trust our decision is satisfactory" does what for the reader?

Which of the following would be the most likely reason to include a detailed explanation of why the news is negative when writing a direct message for bad news?

How should a message that was developed using the indirect approach open?

Which of the following would generally be written using a direct format?

Which of the following is a goal when handling bad news about transactions?

Which of the following would be most appropriate when closing a direct format message with negative news?

When writing a negative message,wording should be as positive as possible.

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