Question 1

In a negative message using the indirect approach,the buffer in the opening is immediately followed by a(n)________.

Accepted Answer

A) clear statement of the bad news 
B) explanation for the news 
C) neutral statement unrelated to the purpose of the message 
D) positive statement, expressing genuine optimism for the future 
E) sincere apology for the bad news 
A) clear statement of the bad news 
B) explanation for the news 
C) neutral statement unrelated to the purpose of the message 
D) positive statement, expressing genuine optimism for the future 
E) sincere apology for the bad news B

Question 2

Companies that have active,mutually beneficial relationships with customers and other interested parties are more likely to be attacked unfairly online and less likely to survive such attacks if they do occur.

Accepted Answer

A) True 
 B)False  False

Question 3

In the context of using the indirect approach to negative messages,what is a buffer? Is it ethical to use a buffer in a negative message? What constitutes a poorly written buffer and a good buffer? Explain with examples.

Accepted Answer

A buffer is a neutral,noncontroversial statement that is closely related to the point of the message.A buffer establishes common ground with your reader,and if you're responding to a request,a buffer validates that request.Some critics believe that using a buffer is manipulative and unethical-or even dishonest.However,buffers are unethical only if they're insincere or deceptive.Showing consideration for the feelings of others is never dishonest.
A poorly written buffer might trivialize the reader's concerns,divert attention from the problem with insincere flattery or irrelevant material,or mislead the reader into thinking your message actually contains good news.A good buffer,on the other hand,can express your appreciation for being considered (if you're responding to a request),assure your reader of your attention to the request,or indicate your understanding of the reader's needs.
Students should give appropriate examples for poorly written buffers and good buffers.

Question 4

Responding effectively to rumors and negative information in a social media environment requires companies to ________.

Accepted Answer

A) respond to each and every rumor 
B) continually engage with stakeholders 
C) reply immediately and spontaneously 
D) limit their online presence 
E) limit the use of RSS feeds and automated reputation analysis 
A) respond to each and every rumor 
B) continually engage with stakeholders 
C) reply immediately and spontaneously 
D) limit their online presence 
E) limit the use of RSS feeds and automated reputation analysis

Question 5

Which of the following is true about refusing routine requests?

Accepted Answer

A) Use phrases such as "Let me think about it and get back to you" as a way to delay saying no. 
B) The direct approach is sufficient, except when the matter at hand is significant. 
C) Decline a request without offering any explanation. 
D) Always imply that other assistance or information might be available. 
E) The direct approach works best when the stakes are high for you or for the receiver. 
A) Use phrases such as "Let me think about it and get back to you" as a way to delay saying no. 
B) The direct approach is sufficient, except when the matter at hand is significant. 
C) Decline a request without offering any explanation. 
D) Always imply that other assistance or information might be available. 
E) The direct approach works best when the stakes are high for you or for the receiver.

Question 6

In a negative message using the indirect approach,well-written reasons are NOT ________.

Accepted Answer

A) individualized 
B) positive 
C) apologetic 
D) detailed 
E) concise 
A) individualized 
B) positive 
C) apologetic 
D) detailed 
E) concise

Question 7

Dana,the HR manager at a small company,must communicate to an employee that his request for a raise cannot be fulfilled,considering his productivity rates.Which of the following lines would best serve as a buffer for this message?

Accepted Answer

A) We would love to grant your request but your productivity is really not up to the mark this year. 
B) We have decided that, considering your productivity rate, we cannot give you the raise that you had requested. 
C) You are doing a great job out there and we would like to commend you on your performance. 
D) This year has proven to be one of dramatic growth for our company. 
E) After receiving your request for a raise, we did a careful evaluation of your productivity levels over the course of the last year. 
A) We would love to grant your request but your productivity is really not up to the mark this year. 
B) We have decided that, considering your productivity rate, we cannot give you the raise that you had requested. 
C) You are doing a great job out there and we would like to commend you on your performance. 
D) This year has proven to be one of dramatic growth for our company. 
E) After receiving your request for a raise, we did a careful evaluation of your productivity levels over the course of the last year.

Question 8

Bad news messages should be delivered promptly,without delay.

Accepted Answer

A) True 
 B)False

Question 9

When using the indirect approach in organizing your negative news message,the reasons for the bad news should precede the actual statement of the bad news.

Accepted Answer

A) True 
 B)False

Question 10

When conveying negative organizational news,you should ________.

Accepted Answer

A) utilize the element of surprise to buy time to prepare a response 
B) try to minimize the element of surprise 
C) ideally use the direct approach 
D) close with a clear expression of optimism 
E) use face-to-face communication, not electronic communication 
A) utilize the element of surprise to buy time to prepare a response 
B) try to minimize the element of surprise 
C) ideally use the direct approach 
D) close with a clear expression of optimism 
E) use face-to-face communication, not electronic communication

Question 11

When sending messages terminating employment,you should ________.

Accepted Answer

A) adopt an apologetic tone 
B) try to deliver the message personally 
C) adopt a personal tone to soften the blow of the message 
D) not go into the reasons for this negative decision 
E) attribute the decision to the employee's performance 
A) adopt an apologetic tone 
B) try to deliver the message personally 
C) adopt a personal tone to soften the blow of the message 
D) not go into the reasons for this negative decision 
E) attribute the decision to the employee's performance

Question 12

When rejecting job applications,you should ________.

Accepted Answer

A) clearly explain why an applicant was rejected 
B) avoid making the email personal by using the recipient's name 
C) explain reasons for choosing other applicants 
D) depersonalize the response by using passive voice to convey the news 
E) state that the application will be reviewed at a later date 
A) clearly explain why an applicant was rejected 
B) avoid making the email personal by using the recipient's name 
C) explain reasons for choosing other applicants 
D) depersonalize the response by using passive voice to convey the news 
E) state that the application will be reviewed at a later date

Question 13

A good buffer ________.

Accepted Answer

A) diverts attention from the problem 
B) establishes common ground with the reader 
C) indicates that the message contains good news 
D) is a statement unrelated to the point of the message 
E) promises a positive answer 
A) diverts attention from the problem 
B) establishes common ground with the reader 
C) indicates that the message contains good news 
D) is a statement unrelated to the point of the message 
E) promises a positive answer

Question 14

Which of the following is a guideline for giving negative performance reviews?

Accepted Answer

A) Avoid giving feedback to the employee, except during annual reviews. 
B) Write in an informal and personal tone since you are communicating with a colleague. 
C) Apologize sincerely for the negative message. 
D) Be consistent in the rating you give to the same employee over different years. 
E) Keep a written record of performance issues. 
A) Avoid giving feedback to the employee, except during annual reviews. 
B) Write in an informal and personal tone since you are communicating with a colleague. 
C) Apologize sincerely for the negative message. 
D) Be consistent in the rating you give to the same employee over different years. 
E) Keep a written record of performance issues.

Question 15

As General Manager of a company,Julian needs to write a message turning down a request for additional funds for a promotion drive planned by the company's marketing department.Which of the following lines would best serve as a buffer statement when using the indirect approach in organizing this message?

Accepted Answer

A) We would love to grant your request but budget constraints do not allow us to do so at this point. 
B) We share your goal of increasing the company's revenues by 25% this year. 
C) The marketing department is doing a great job out there and we would like to do all we can to help. 
D) This year has proven to be one of dramatic growth for our company. 
E) We have decided that the additional funds you requested cannot be sanctioned at this point. 
A) We would love to grant your request but budget constraints do not allow us to do so at this point. 
B) We share your goal of increasing the company's revenues by 25% this year. 
C) The marketing department is doing a great job out there and we would like to do all we can to help. 
D) This year has proven to be one of dramatic growth for our company. 
E) We have decided that the additional funds you requested cannot be sanctioned at this point.

Question 16

To successfully sue for defamation,the aggrieved party must prove that the statement has been communicated to others.

Accepted Answer

A) True 
 B)False

Question 17

The direct approach to organize negative news messages should be used when ________.

Accepted Answer

A) the blow of the negative news is to be softened 
B) the reader has an emotional investment in the situation 
C) the bad news is not expected by the reader 
D) a close working relationship is to be maintained with the reader 
E) the bad news will not come as a shock to the reader 
A) the blow of the negative news is to be softened 
B) the reader has an emotional investment in the situation 
C) the bad news is not expected by the reader 
D) a close working relationship is to be maintained with the reader 
E) the bad news will not come as a shock to the reader

Question 18

When conveying negative news you should always ________.

Accepted Answer

A) use the indirect approach 
B) close on a respectful note 
C) offer a sincere apology 
D) open with a neutral, noncontroversial statement 
E) offer a detailed explanation for the negative news 
A) use the indirect approach 
B) close on a respectful note 
C) offer a sincere apology 
D) open with a neutral, noncontroversial statement 
E) offer a detailed explanation for the negative news

Question 19

Why should termination messages be written using the direct or the indirect approach? Justify your answer.

Accepted Answer

As with other negative employment messag

Question 20

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

Accepted Answer

A) Put the bad news in the main clause of a compound or complex sentence. 
B) Avoid putting the bad news in parenthetical expressions. 
C) Minimize the space or time devoted to the bad news. 
D) Put the bad news in the beginning or end of a paragraph. 
E) Try to disguise the bad news when you emphasize the positive. 
A) Put the bad news in the main clause of a compound or complex sentence. 
B) Avoid putting the bad news in parenthetical expressions. 
C) Minimize the space or time devoted to the bad news. 
D) Put the bad news in the beginning or end of a paragraph. 
E) Try to disguise the bad news when you emphasize the positive.

In a negative message using the indirect approach,the buffer in the opening is immediately followed by a(n)________.

Companies that have active,mutually beneficial relationships with customers and other interested parties are more likely to be attacked unfairly online and less likely to survive such attacks if they do occur.

In the context of using the indirect approach to negative messages,what is a buffer? Is it ethical to use a buffer in a negative message? What constitutes a poorly written buffer and a good buffer? Explain with examples.

Responding effectively to rumors and negative information in a social media environment requires companies to ________.

Which of the following is true about refusing routine requests?

In a negative message using the indirect approach,well-written reasons are NOT ________.

Dana,the HR manager at a small company,must communicate to an employee that his request for a raise cannot be fulfilled,considering his productivity rates.Which of the following lines would best serve as a buffer for this message?

Bad news messages should be delivered promptly,without delay.

When using the indirect approach in organizing your negative news message,the reasons for the bad news should precede the actual statement of the bad news.

When conveying negative organizational news,you should ________.

When sending messages terminating employment,you should ________.

When rejecting job applications,you should ________.

A good buffer ________.

Which of the following is a guideline for giving negative performance reviews?

To successfully sue for defamation,the aggrieved party must prove that the statement has been communicated to others.

The direct approach to organize negative news messages should be used when ________.

When conveying negative news you should always ________.

Why should termination messages be written using the direct or the indirect approach? Justify your answer.

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

Understanding Business Communication in Todays Workplace

Mastering Team Skills and Interpersonal Communication

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

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

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Exam 8: Writing Negative Messages

In a negative message using the indirect approach,the buffer in the opening is immediately followed by a(n)________.

Companies that have active,mutually beneficial relationships with customers and other interested parties are more likely to be attacked unfairly online and less likely to survive such attacks if they do occur.

In the context of using the indirect approach to negative messages,what is a buffer? Is it ethical to use a buffer in a negative message? What constitutes a poorly written buffer and a good buffer? Explain with examples.

Responding effectively to rumors and negative information in a social media environment requires companies to ________.

Which of the following is true about refusing routine requests?

In a negative message using the indirect approach,well-written reasons are NOT ________.

Dana,the HR manager at a small company,must communicate to an employee that his request for a raise cannot be fulfilled,considering his productivity rates.Which of the following lines would best serve as a buffer for this message?

Bad news messages should be delivered promptly,without delay.

When using the indirect approach in organizing your negative news message,the reasons for the bad news should precede the actual statement of the bad news.

When conveying negative organizational news,you should ________.

When sending messages terminating employment,you should ________.

When rejecting job applications,you should ________.

A good buffer ________.

Which of the following is a guideline for giving negative performance reviews?

To successfully sue for defamation,the aggrieved party must prove that the statement has been communicated to others.

The direct approach to organize negative news messages should be used when ________.

When conveying negative news you should always ________.

Why should termination messages be written using the direct or the indirect approach? Justify your answer.

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

Understanding Business Communication in Todays Workplace

Mastering Team Skills and Interpersonal Communication

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

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

Filters