Question 1

Which of the following negative messages is an example of one that should use the direct plan?

Accepted Answer

A)  Response to a death or tragedy 
B)  Request refusal 
C)  Adjustment refusal 
D)  Credit refusal 
A)  Response to a death or tragedy 
B)  Request refusal 
C)  Adjustment refusal 
D)  Credit refusal

Question 2

A letter is the best way to convey negative information of high importance.

Accepted Answer

A) True 
 B)False

Question 3

The manager of Stop and Shop has completed interviews of five applicants for evening cashier.Mr.Jon Bonner was hired because he had more experience as a cashier than the other candidates and had also been a shore patrol officer in the navy and, therefore, was aware of security issues that the evening shift presents and how to deal safely with them.As manager, write an unsolicited negative news letter that you can send to the other four applicants to notify them that they were not selected.Follow the direct plan or modified indirect plan for your message.

Accepted Answer

The students should use the direct plan

Question 4

What is one of the most important aspects of the indirect plan?

Accepted Answer

A)  It keeps the receiver from getting the negative news. 
B)  The close stays off the negative subject. 
C)  The reasoning to justify the negative information is presented before the negative information. 
D)  The negative information is presented before the reasoning to justify it. 
A)  It keeps the receiver from getting the negative news. 
B)  The close stays off the negative subject. 
C)  The reasoning to justify the negative information is presented before the negative information. 
D)  The negative information is presented before the reasoning to justify it.

Question 5

One way to de-emphasize the negative information is to place it in a dependent clause.

Accepted Answer

A) True 
 B)False

Question 6

Trying to maintain neutrality in the opening of a negative message is unethical.

Accepted Answer

A) True 
 B)False

Question 7

In an adjustment refusal message, you may refuse the claim but still try to sell the customer more merchandise or service.

Accepted Answer

A) True 
 B)False

Question 8

All negative messages should be composed using the indirect plan.

Accepted Answer

A) True 
 B)False

Question 9

All receivers respond favorably to the indirect plan when it is used for presenting negative information.

Accepted Answer

A) True 
 B)False

Question 10

The best way to implement the requirement that de-emphasis techniques be used in the negative information is to

Accepted Answer

A)  start with points that are the most unfavorable to your receiver. 
B)  address the negative information in the middle of a paragraph. 
C)  give the negative information in explicit terms. 
D)  avoid the negative points. 
A)  start with points that are the most unfavorable to your receiver. 
B)  address the negative information in the middle of a paragraph. 
C)  give the negative information in explicit terms. 
D)  avoid the negative points.

Question 11

One purpose of the friendly close is to move the receiver's mind away from the negative information.

Accepted Answer

A) True 
 B)False

Question 12

How can a writer build goodwill in the friendly close of a negative message?

Accepted Answer

A writer can build goodwill in the frien

Question 13

Identify and describe the five specific parts of the indirect plan.

Accepted Answer

Messages using the indirect plan consist

Question 14

Use de-emphasis techniques when presenting the negative information.

Accepted Answer

A) True 
 B)False

Question 15

Discuss whether it is best to state the negative information explicitly or implicitly.

Accepted Answer

The primary goal in presenting negative

Question 16

The friendly close should not include anything that reminds the receiver of negative information given in the message.

Accepted Answer

A) True 
 B)False

Question 17

If the opening buffer and logical explanation are effective, the receiver will

Accepted Answer

A)  be unsure about the meaning of the negative information. 
B)  not expect the negative information. 
C)  not need another statement that conveys the negative information. 
D)  respond favorably to the words you chose for the logical explanation . 
A)  be unsure about the meaning of the negative information. 
B)  not expect the negative information. 
C)  not need another statement that conveys the negative information. 
D)  respond favorably to the words you chose for the logical explanation .

Question 18

The negative information section of a negative message should

Accepted Answer

A)  be placed in a separate paragraph. 
B)  avoid saying what can be done. 
C)  come immediately after the logical explanation. 
D)  offer an apology. 
A)  be placed in a separate paragraph. 
B)  avoid saying what can be done. 
C)  come immediately after the logical explanation. 
D)  offer an apology.

Question 19

A negative message is any message that is unpleasant, disappointing, or unfavorable in the mind of the receiver.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following statements is NOT an advantage of the indirect plan?

Accepted Answer

A)  It permits reason to prevail. 
B)  It emphasizes the negative information. 
C)  It maintains a calm approach. 
D)  It can change a negative situation to a positive one. 
A)  It permits reason to prevail. 
B)  It emphasizes the negative information. 
C)  It maintains a calm approach. 
D)  It can change a negative situation to a positive one.

Which of the following negative messages is an example of one that should use the direct plan?

A letter is the best way to convey negative information of high importance.

What is one of the most important aspects of the indirect plan?

One way to de-emphasize the negative information is to place it in a dependent clause.

Trying to maintain neutrality in the opening of a negative message is unethical.

In an adjustment refusal message, you may refuse the claim but still try to sell the customer more merchandise or service.

All negative messages should be composed using the indirect plan.

All receivers respond favorably to the indirect plan when it is used for presenting negative information.

The best way to implement the requirement that de-emphasis techniques be used in the negative information is to

One purpose of the friendly close is to move the receiver's mind away from the negative information.

How can a writer build goodwill in the friendly close of a negative message?

Identify and describe the five specific parts of the indirect plan.

Use de-emphasis techniques when presenting the negative information.

Discuss whether it is best to state the negative information explicitly or implicitly.

The friendly close should not include anything that reminds the receiver of negative information given in the message.

If the opening buffer and logical explanation are effective, the receiver will

The negative information section of a negative message should

A negative message is any message that is unpleasant, disappointing, or unfavorable in the mind of the receiver.

Which of the following statements is NOT an advantage of 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

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Exam 8: Negative Messages

Which of the following negative messages is an example of one that should use the direct plan?

A letter is the best way to convey negative information of high importance.

What is one of the most important aspects of the indirect plan?

One way to de-emphasize the negative information is to place it in a dependent clause.

Trying to maintain neutrality in the opening of a negative message is unethical.

In an adjustment refusal message, you may refuse the claim but still try to sell the customer more merchandise or service.

All negative messages should be composed using the indirect plan.

All receivers respond favorably to the indirect plan when it is used for presenting negative information.

The best way to implement the requirement that de-emphasis techniques be used in the negative information is to

One purpose of the friendly close is to move the receiver's mind away from the negative information.

How can a writer build goodwill in the friendly close of a negative message?

Identify and describe the five specific parts of the indirect plan.

Use de-emphasis techniques when presenting the negative information.

Discuss whether it is best to state the negative information explicitly or implicitly.

The friendly close should not include anything that reminds the receiver of negative information given in the message.

If the opening buffer and logical explanation are effective, the receiver will

The negative information section of a negative message should

A negative message is any message that is unpleasant, disappointing, or unfavorable in the mind of the receiver.

Which of the following statements is NOT an advantage of 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