Question 1

When providing reasons for bad news in a negative news message that uses the indirect approach,you should ________.

Accepted Answer

A) avoid using "company policy" as the reason most of the time 
B) start with the most negative points and then move on to increasingly positive ones 
C) present your reasons in a clearly apologetic tone 
D) avoid going into details of the reasons for the bad news 
E) avoid couching negative points in positive language 
A) avoid using "company policy" as the reason most of the time 
B) start with the most negative points and then move on to increasingly positive ones 
C) present your reasons in a clearly apologetic tone 
D) avoid going into details of the reasons for the bad news 
E) avoid couching negative points in positive language

Question 2

A negative message written using the direct approach should close on an apologetic note to address the reader's sentiments.

Accepted Answer

A) True 
 B)False

Question 3

The indirect approach works best for the most routine negative responses because it is simpler and more efficient.

Accepted Answer

A) True 
 B)False

Question 4

Ethan is developing a message to communicate to a job applicant that he is not being offered the job since he lacks the appropriate experience.Which of the following lines reflects the most effective way of making a clear statement of the bad news if Ethan chooses to organize the message using the indirect method?

Accepted Answer

A) We have decided that we need someone with at least two years of project management experience for this position. 
B) We regret to inform you that we will not be offering you this job. 
C) You have not been selected for filling this position since this job requires at least two years of project management experience. 
D) We must deny your application for this position because we looking for someone with at least two years of project management experience. 
E) Because we are looking for someone with at least two years of project management experience, we will not be able to hire you for this position. 
A) We have decided that we need someone with at least two years of project management experience for this position. 
B) We regret to inform you that we will not be offering you this job. 
C) You have not been selected for filling this position since this job requires at least two years of project management experience. 
D) We must deny your application for this position because we looking for someone with at least two years of project management experience. 
E) Because we are looking for someone with at least two years of project management experience, we will not be able to hire you for this position.

Question 5

The indirect approach is used to delay bad news,obscure it,or limit the writer's responsibility.

Accepted Answer

A) True 
 B)False

Question 6

Margaret is in the process of developing a message,using the direct approach,to inform a customer that the company is currently all sold out of the AT3 model lawnmower that he wished to purchase.Which of the following lines would best form the opening lines of this message?

Accepted Answer

A) The AT3 model lawnmower is the best-selling lawnmower in the market right now and a favorite of homeowners across the country. 
B) We regret to inform you that we are currently all sold out of the AT3 model lawnmower that you had requested. 
C) We are currently all sold out of the best-selling AT3 model lawnmower that you had requested. 
D) Summer is peak season for us and we usually see a marked spike in demand for our entire range of lawn mowers during this time; it's no different this time. 
E) Due to the recent spike in demand, we are currently unable to fill your order for the AT3 model lawnmower. 
A) The AT3 model lawnmower is the best-selling lawnmower in the market right now and a favorite of homeowners across the country. 
B) We regret to inform you that we are currently all sold out of the AT3 model lawnmower that you had requested. 
C) We are currently all sold out of the best-selling AT3 model lawnmower that you had requested. 
D) Summer is peak season for us and we usually see a marked spike in demand for our entire range of lawn mowers during this time; it's no different this time. 
E) Due to the recent spike in demand, we are currently unable to fill your order for the AT3 model lawnmower.

Question 7

To successfully sue for defamation,the aggrieved party must prove,among other things,that ________.

Accepted Answer

A) the defendant profited from making the statement 
B) the statement uses private information 
C) the statement was made out of anger or malice 
D) the language injures the person's reputation 
E) the statement has been made in writing 
A) the defendant profited from making the statement 
B) the statement uses private information 
C) the statement was made out of anger or malice 
D) the language injures the person's reputation 
E) the statement has been made in writing

Question 8

Patrick,a former employee,has requested you to provide a letter of recommendation vouching for his skills and abilities to Quebec Systems,a prospective employer.However,you must turn down his request because your company only allows you to confirm employment dates and designation.Which of the following would be the most effective as the opening for a message refusing his request?

Accepted Answer

A) As you probably know, company policy only allows me to confirm your employment dates and designation, as this will reduce the company's legal responsibility. 
B) In today's litigation-prone environment, it is very important for companies to place restrictions on what can and cannot be revealed in all business communications. 
C) We cannot comply with your request because the legal department has advised us to reveal no more than your dates of employment and designation to Quebec Systems. 
D) The legal department has authorized me to confirm your employment dates and designation to Quebec Systems. 
E) Thank you for informing us about your job opportunity with Quebec Systems. 
A) As you probably know, company policy only allows me to confirm your employment dates and designation, as this will reduce the company's legal responsibility. 
B) In today's litigation-prone environment, it is very important for companies to place restrictions on what can and cannot be revealed in all business communications. 
C) We cannot comply with your request because the legal department has advised us to reveal no more than your dates of employment and designation to Quebec Systems. 
D) The legal department has authorized me to confirm your employment dates and designation to Quebec Systems. 
E) Thank you for informing us about your job opportunity with Quebec Systems.

Question 9

When sending messages terminating employment,you should ________.

Accepted Answer

A) adopt an apologetic tone 
B) first deliver the message by email or other electronic means 
C) adopt a personal tone to soften the blow of the message 
D) clearly present the reasons for this difficult decision 
E) attribute the decision to the employee's performance 
A) adopt an apologetic tone 
B) first deliver the message by email or other electronic means 
C) adopt a personal tone to soften the blow of the message 
D) clearly present the reasons for this difficult decision 
E) attribute the decision to the employee's performance

Question 10

What are the four steps an organization must take to respond effectively to rumors and negative information in a social media environment?

Accepted Answer

An organization should follow these four

Question 11

Which of the following is a guideline for closing a negative message organized using the indirect approach?

Accepted Answer

A) Avoid a certain conclusion. 
B) Encourage additional communication or discussion. 
C) Act as though the negative news never happened. 
D) Maintain reader's good will. 
E) Always express optimism. 
A) Avoid a certain conclusion. 
B) Encourage additional communication or discussion. 
C) Act as though the negative news never happened. 
D) Maintain reader's good will. 
E) Always express optimism.

Question 12

Tim is developing a message to inform a customer that though volume 1 of a set of two books he ordered is being mailed right away,volume 2 can be mailed out only after a week.Which of the following lines reflects the most effective way of making a clear statement of the bad news when organizing the message using the indirect method?

Accepted Answer

A) We regret to inform you that, while we are mailing volume 1 of the Goldwyn anthology to you right away, we can dispatch volume 2 only next week. 
B) The delivery of volume 2 of the Goldwyn anthology has been delayed by a week, while volume 1 is being mailed to you right away. 
C) We are mailing volume 1 of the Goldwyn anthology right away and volume 2 will be delivered to you next week. 
D) While we are mailing volume 1 of the Goldwyn anthology to you right away, there will be a week-long delay in delivering volume 2 . 
E) We are mailing volume 1 of the Goldwyn anthology right away, but volume 2 , we are sorry to inform you, will be delivered to you next week. 
A) We regret to inform you that, while we are mailing volume 1 of the Goldwyn anthology to you right away, we can dispatch volume 2 only next week. 
B) The delivery of volume 2 of the Goldwyn anthology has been delayed by a week, while volume 1 is being mailed to you right away. 
C) We are mailing volume 1 of the Goldwyn anthology right away and volume 2 will be delivered to you next week. 
D) While we are mailing volume 1 of the Goldwyn anthology to you right away, there will be a week-long delay in delivering volume 2 . 
E) We are mailing volume 1 of the Goldwyn anthology right away, but volume 2 , we are sorry to inform you, will be delivered to you next week.

Question 13

The purpose of using the indirect approach to organize a negative message is to ________.

Accepted Answer

A) obscure bad news 
B) help readers accept the news 
C) limit your responsibility 
D) help readers get to the main idea of the message immediately 
E) reduce the time it takes you to write the message 
A) obscure bad news 
B) help readers accept the news 
C) limit your responsibility 
D) help readers get to the main idea of the message immediately 
E) reduce the time it takes you to write the message

Question 14

Which of the following is a guideline for providing reasons for bad news in a negative news message that uses the indirect approach?

Accepted Answer

A) Use "company policy" as the reason most of the time. 
B) Start with the most negative points first and move forward to increasingly positive ones. 
C) Present your reasons in a clearly apologetic tone. 
D) Provide enough detail for the audience to understand your reasons. 
E) Avoid couching negative points in positive language. 
A) Use "company policy" as the reason most of the time. 
B) Start with the most negative points first and move forward to increasingly positive ones. 
C) Present your reasons in a clearly apologetic tone. 
D) Provide enough detail for the audience to understand your reasons. 
E) Avoid couching negative points in positive language.

Question 15

Kimberley needs to convey to a customer that his shipment will arrive a week late.Which of the following lines should Kimberley use in communicating this news,most effectively?

Accepted Answer

A) We regret to inform you that your shipment will arrive a week late. 
B) Due to unavoidable circumstances, your shipment has been delayed by a week. 
C) Your shipment will be delivered next week. 
D) We're sorry you will be receiving your shipment only after a week. 
E) Your shipment will arrive next week, even though we promised that you would receive it this week. 
A) We regret to inform you that your shipment will arrive a week late. 
B) Due to unavoidable circumstances, your shipment has been delayed by a week. 
C) Your shipment will be delivered next week. 
D) We're sorry you will be receiving your shipment only after a week. 
E) Your shipment will arrive next week, even though we promised that you would receive it this week.

Question 16

Which of the following is a guideline to follow when sending negative organizational news?

Accepted Answer

A) Add an element of surprise whenever possible. 
B) Use a "company policy" as a reason for bad news. 
C) Close by apologizing for the circumstances. 
D) Always close with a clear expression of optimism. 
E) Use multiple media to reach out to the audience. 
A) Add an element of surprise whenever possible. 
B) Use a "company policy" as a reason for bad news. 
C) Close by apologizing for the circumstances. 
D) Always close with a clear expression of optimism. 
E) Use multiple media to reach out to the audience.

Question 17

When rejecting job applications,you should ________.

Accepted Answer

A) clearly explain why an applicant was rejected 
B) open with a courteous expression of appreciation for being considered 
C) explain reasons for choosing other applicants 
D) personalize the response by using active 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) open with a courteous expression of appreciation for being considered 
C) explain reasons for choosing other applicants 
D) personalize the response by using active voice to convey the news 
E) state that the application will be reviewed at a later date

Question 18

When closing a negative message,organized using the indirect approach,you should ________.

Accepted Answer

A) encourage further communication relating to the matter 
B) imply that the matter is open to negotiation 
C) act as though the negative news never happened 
D) emphasize your respect for the audience 
E) express optimism, no matter how bleak the situation 
A) encourage further communication relating to the matter 
B) imply that the matter is open to negotiation 
C) act as though the negative news never happened 
D) emphasize your respect for the audience 
E) express optimism, no matter how bleak the situation

Question 19

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 reader's attention is needed immediately 
D) a close working relationship with the reader is to be maintained 
E) the bad news will 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 reader's attention is needed immediately 
D) a close working relationship with the reader is to be maintained 
E) the bad news will come as a shock to the reader

Question 20

In order to respond effectively to negative information in a social media environment,companies should make it a point to respond to each and every rumor and negative message.

Accepted Answer

A) True 
 B)False

When providing reasons for bad news in a negative news message that uses the indirect approach,you should ________.

A negative message written using the direct approach should close on an apologetic note to address the reader's sentiments.

The indirect approach works best for the most routine negative responses because it is simpler and more efficient.

The indirect approach is used to delay bad news,obscure it,or limit the writer's responsibility.

Margaret is in the process of developing a message,using the direct approach,to inform a customer that the company is currently all sold out of the AT3 model lawnmower that he wished to purchase.Which of the following lines would best form the opening lines of this message?

To successfully sue for defamation,the aggrieved party must prove,among other things,that ________.

When sending messages terminating employment,you should ________.

What are the four steps an organization must take to respond effectively to rumors and negative information in a social media environment?

Which of the following is a guideline for closing a negative message organized using the indirect approach?

The purpose of using the indirect approach to organize a negative message is to ________.

Which of the following is a guideline for providing reasons for bad news in a negative news message that uses the indirect approach?

Kimberley needs to convey to a customer that his shipment will arrive a week late.Which of the following lines should Kimberley use in communicating this news,most effectively?

Which of the following is a guideline to follow when sending negative organizational news?

When rejecting job applications,you should ________.

When closing a negative message,organized using the indirect approach,you should ________.

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

In order to respond effectively to negative information in a social media environment,companies should make it a point to respond to each and every rumor and negative message.

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

When providing reasons for bad news in a negative news message that uses the indirect approach,you should ________.

A negative message written using the direct approach should close on an apologetic note to address the reader's sentiments.

The indirect approach works best for the most routine negative responses because it is simpler and more efficient.

The indirect approach is used to delay bad news,obscure it,or limit the writer's responsibility.

Margaret is in the process of developing a message,using the direct approach,to inform a customer that the company is currently all sold out of the AT3 model lawnmower that he wished to purchase.Which of the following lines would best form the opening lines of this message?

To successfully sue for defamation,the aggrieved party must prove,among other things,that ________.

When sending messages terminating employment,you should ________.

What are the four steps an organization must take to respond effectively to rumors and negative information in a social media environment?

Which of the following is a guideline for closing a negative message organized using the indirect approach?

The purpose of using the indirect approach to organize a negative message is to ________.

Which of the following is a guideline for providing reasons for bad news in a negative news message that uses the indirect approach?

Kimberley needs to convey to a customer that his shipment will arrive a week late.Which of the following lines should Kimberley use in communicating this news,most effectively?

Which of the following is a guideline to follow when sending negative organizational news?

When rejecting job applications,you should ________.

When closing a negative message,organized using the indirect approach,you should ________.

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

In order to respond effectively to negative information in a social media environment,companies should make it a point to respond to each and every rumor and negative message.

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