Question 1

Describe the five requirements of an opening buffer for a negative message.

Accepted Answer

The five requirements of an opening buffer for a negative message are to provide coherence, build goodwill, be positive, maintain neutrality, and introduce the explanation.The opening buffer provides coherence by putting the writer and the receiver on the same wavelength.This may be done by tying the message to a previous conversation, a point of agreement, an earlier memo or letter, a prior transaction, or other common ground.Goodwill is built by using courteous, polite words and by keeping the receiver's interests central to the opening buffer.Using positive words sets a favorable tone and makes the message more acceptable to the receiver.Neutrality is maintained by not revealing the negative information in the opening buffer.The explanation is introduced in the opening buffer by headlining the explanation that follows in the paragraph.

Question 2

Which of the following openings would be best for a letter in which you are refusing an adjustment?

Accepted Answer

A)  I am sorry that I cannot honor your claim ... 
B)  Your claim cannot be honored at this time because ... 
C)  This is to let you know that ... 
D)  Your recent purchase of a ... 
A)  I am sorry that I cannot honor your claim ... 
B)  Your claim cannot be honored at this time because ... 
C)  This is to let you know that ... 
D)  Your recent purchase of a ... D

Question 3

Krystal Klear manufactures high-quality CD players.The players come with a limited warranty of one year to the original owner.Krystal Klear requires that the original owner registers the warranty within 30 days of the purchase.A number of the customers who buy the CD players fail to register their warranties and later seek warranty work.You, as warranty manager, must refuse their requests for warranty repair.However, as an alternative, you will approve the warranty repair on their CD players if they send the original sales receipt to you.Write a form letter that will cover all these customer claims.

Accepted Answer

The students should open the form letter with appreciation for the purchase of the CD player.The opening buffer could refer to the importance of the warranties and warranty records.The explanation could continue with how warranties serve the receiver's interest and how registration would benefit him or her.The refusal should be positive and should be followed by an easy implementation plan for the constructive suggestion.The letter should end with a friendly close.

Question 4

The constructive follow-up provides other solutions or gives additional reasoning that will justify the unfavorable information.

Accepted Answer

A) True 
 B)False

Question 5

The logical explanation of the indirect plan

Accepted Answer

A)  stresses receiver interests and benefits. 
B)  uses emphasis techniques. 
C)  relates to the opening buffer. 
D)  includes both A and C.. 
A)  stresses receiver interests and benefits. 
B)  uses emphasis techniques. 
C)  relates to the opening buffer. 
D)  includes both A and C..

Question 6

Which of the following is NOT a proper way to communicate a credit refusal?

Accepted Answer

A)  Personalized letter 
B)  Form memo 
C)  Telephone call 
D)  Face-to-face conversation 
A)  Personalized letter 
B)  Form memo 
C)  Telephone call 
D)  Face-to-face conversation

Question 7

The unsolicited negative message is somewhat different than other negative messages because it is

Accepted Answer

A)  in response to a message. 
B)  unexpected by the sender. 
C)  sender initiated. 
D)  dealing with ethics. 
A)  in response to a message. 
B)  unexpected by the sender. 
C)  sender initiated. 
D)  dealing with ethics.

Question 8

A negative message initiated by the receiver is considered an unsolicited negative message.

Accepted Answer

A) True 
 B)False

Question 9

You are the manager of The Campus Bookstore.You have been asked to participate in the first annual community "BookFare" program by displaying several copies of books at the Belaire Mall on September 1-4.The community's other bookstores and its libraries will be participating.You believe that this would be an important community service for you to render; however, the BookFare is scheduled at the beginning of the school term, one of your busiest times.You will have to refuse this request.You will, of course, use this request refusal as an opportunity to show support for the program and offer to be involved in the future if the BookFare is scheduled at a less busy time of the year.

Accepted Answer

The opening buffer should include a "tha

Question 10

In the logical explanation of a negative message, it is important to be positive..

Accepted Answer

A) True 
 B)False

Question 11

In some situations, the constructive follow-up can immediately follow the negative information in the same paragraph.

Accepted Answer

A) True 
 B)False

Question 12

The negative information should be stated in several words or sentences so that the negative facts will not be noticed.

Accepted Answer

A) True 
 B)False

Question 13

Owens Food Market permits its customers to buy their groceries on credit and to be billed at the end of each month.Ronnie Davis has purchased groceries on credit from Owens for the past three months and has not made a payment on his account.As office manager of Owens Food Market, you must write a letter advising Mr.Davis that credit purchases at Owens will not be available to him until he has paid his past-due account.Write this letter in a manner that will assure Owens of keeping Mr.Davis as a customer.Add details.

Accepted Answer

The opening should be a gracious express

Question 14

The primary goal in presenting negative information is to be sure that the receiver clearly understands this part of your message.

Accepted Answer

A) True 
 B)False

Question 15

Composing negative messages without using a single negative word is possible and desirable.

Accepted Answer

A) True 
 B)False

Question 16

Negative information may be included in the same paragraph as the explanation.

Accepted Answer

A) True 
 B)False

Question 17

The negative information section of a negative message should be emphasized to ensure that part of the message is clear.

Accepted Answer

A) True 
 B)False

Question 18

Describe the advantages of using the indirect plan for communication of negative information.

Accepted Answer

Advantages of the indirect plan are that

Question 19

Francie Booth, your subordinate, has asked that you transfer her from her accounting clerk position to the customer services representative position.Francie is needed where she is, she is not currently qualified to serve as customer services representative, and you have a good customer services representative (Fred Miller)who has worked for you for ten years.Write a memo to Francie in which you refuse her request.Try to make her happy with your decision; she is an excellent accounting clerk.

Accepted Answer

Use of the indirect plan will be importa

Question 20

The composer of a negative message should analyze the situation before implementing the indirect plan.

Accepted Answer

A) True 
 B)False

Describe the five requirements of an opening buffer for a negative message.

Which of the following openings would be best for a letter in which you are refusing an adjustment?

The constructive follow-up provides other solutions or gives additional reasoning that will justify the unfavorable information.

The logical explanation of the indirect plan

Which of the following is NOT a proper way to communicate a credit refusal?

The unsolicited negative message is somewhat different than other negative messages because it is

A negative message initiated by the receiver is considered an unsolicited negative message.

In the logical explanation of a negative message, it is important to be positive..

In some situations, the constructive follow-up can immediately follow the negative information in the same paragraph.

The negative information should be stated in several words or sentences so that the negative facts will not be noticed.

The primary goal in presenting negative information is to be sure that the receiver clearly understands this part of your message.

Composing negative messages without using a single negative word is possible and desirable.

Negative information may be included in the same paragraph as the explanation.

The negative information section of a negative message should be emphasized to ensure that part of the message is clear.

Describe the advantages of using the indirect plan for communication of negative information.

The composer of a negative message should analyze the situation before implementing the indirect plan.

Business Communication Foundations

Multicultural and Global Communication

Technological, Legal, and Ethical Considerations

Principles of Business Communication

Print and Electronic Messages

Message Formats

Positive, Neutral, and Social Business Messages

Persuasive Messages

Business Research and Report Writing

Proposals, Business Plans, and Special Reports

Visual Aids

Interpersonal Communication and Teamwork

Listening and Nonverbal Messages

Oral Communication Essentials

The Job Search and Resume

Employment Communication and Interviewing

Filters

Exam 8: Negative Messages

Describe the five requirements of an opening buffer for a negative message.

Which of the following openings would be best for a letter in which you are refusing an adjustment?

The constructive follow-up provides other solutions or gives additional reasoning that will justify the unfavorable information.

The logical explanation of the indirect plan

Which of the following is NOT a proper way to communicate a credit refusal?

The unsolicited negative message is somewhat different than other negative messages because it is

A negative message initiated by the receiver is considered an unsolicited negative message.

In the logical explanation of a negative message, it is important to be positive..

In some situations, the constructive follow-up can immediately follow the negative information in the same paragraph.

The negative information should be stated in several words or sentences so that the negative facts will not be noticed.

The primary goal in presenting negative information is to be sure that the receiver clearly understands this part of your message.

Composing negative messages without using a single negative word is possible and desirable.

Negative information may be included in the same paragraph as the explanation.

The negative information section of a negative message should be emphasized to ensure that part of the message is clear.

Describe the advantages of using the indirect plan for communication of negative information.

The composer of a negative message should analyze the situation before implementing the indirect plan.

Business Communication Foundations

Multicultural and Global Communication

Technological, Legal, and Ethical Considerations

Principles of Business Communication

Print and Electronic Messages

Message Formats

Positive, Neutral, and Social Business Messages

Persuasive Messages

Business Research and Report Writing

Proposals, Business Plans, and Special Reports

Visual Aids

Interpersonal Communication and Teamwork

Listening and Nonverbal Messages

Oral Communication Essentials

The Job Search and Resume

Employment Communication and Interviewing

Filters