Question 1

When refusing a routine request,it's a good idea to imply that other assistance or information might be available,even if it isn't,in an attempt to calm the customer.

Accepted Answer

A) True 
 B)False  False

Question 2

When you must notify a customer that you can send only part of an order,the buffer _____________

Accepted Answer

A)  gives the reason for the delay on the balance of the order. 
B)  states the approximate length of time the customer will have to wait for a decision. 
C)  emphasizes the good news that part of the order is on its way. 
D)  does all of the above. 
A)  gives the reason for the delay on the balance of the order. 
B)  states the approximate length of time the customer will have to wait for a decision. 
C)  emphasizes the good news that part of the order is on its way. 
D)  does all of the above. C

Question 3

A good buffer begins with an apology.

Accepted Answer

A) True 
 B)False  False

Question 4

When refusing routine requests,it's a good idea to offer alternative ideas if you can.

Accepted Answer

A) True 
 B)False

Question 5

In a bad-news message,you never give the reader any indication that he or she could have received or might someday receive a favourable answer.

Accepted Answer

A) True 
 B)False

Question 6

A letter to a prospective employer refusing to provide a recommendation _____________

Accepted Answer

A)  is considered unethical; these requests should not be refused. 
B)  should follow the indirect plan. 
C)  should be brief and direct. 
D)  all of the above. 
A)  is considered unethical; these requests should not be refused. 
B)  should follow the indirect plan. 
C)  should be brief and direct. 
D)  all of the above.

Question 7

When delivering bad news,you have only one goal: to maintain a good image for yourself.

Accepted Answer

A) True 
 B)False

Question 8

You can de-emphasize bad news by minimizing the space or time devoted to it.

Accepted Answer

A) True 
 B)False

Question 9

What is a "buffer," and what function does it serve in negative messages?

Accepted Answer

A buffer is a neutral,noncontroversial s

Question 10

What are the five main goals when delivering bad news?

Accepted Answer

In any bad-news message,your main goals

Question 11

When composing a bad-news message,you _____________

Accepted Answer

A)  choose a buffer that will distract your reader from the main point of your message. 
B)  try to gain the audience's acceptance of the bad news. 
C)  leave the reader with hope that you will change your decision. 
D)  do all of the above. 
A)  choose a buffer that will distract your reader from the main point of your message. 
B)  try to gain the audience's acceptance of the bad news. 
C)  leave the reader with hope that you will change your decision. 
D)  do all of the above.

Question 12

A message organized on the __________ plan starts with a clear statement of the bad news.

Accepted Answer

The answer of A message organized on the __________ plan...

Question 13

When composing bad-news messages,it is important to be sensitive to variations across __________.

Accepted Answer

The answer of When composing bad-news messages,it is important to...

Question 14

If you must give an employee a negative performance review,_____________

Accepted Answer

A)  do so by email or fax. 
B)  be objective and unbiased. 
C)  limit your discussion to the areas where the employee needs improvement. 
D)  all of the above. 
A)  do so by email or fax. 
B)  be objective and unbiased. 
C)  limit your discussion to the areas where the employee needs improvement. 
D)  all of the above.

Question 15

Rewrite the following sentence using the "you" attitude: "You shouldn't have put the blender into the dishwasher."

Accepted Answer

This type of blender

Question 16

An advantage of the direct plan for communicating bad news is that it keeps the message short.

Accepted Answer

A) True 
 B)False

Question 17

What are five guidelines to observe when making negative organizational announcements?

Accepted Answer

(1)Match your approach to the situation.

Question 18

The best method for delivering performance reviews is by email or fax.

Accepted Answer

A) True 
 B)False

Question 19

Briefly describe the elements of a negative message that uses the direct approach.

Accepted Answer

The opening should start with a clear st

Question 20

Always use the direct plan when denying a request for information.

Accepted Answer

A) True 
 B)False

When refusing a routine request,it's a good idea to imply that other assistance or information might be available,even if it isn't,in an attempt to calm the customer.

When you must notify a customer that you can send only part of an order,the buffer _____________

A good buffer begins with an apology.

When refusing routine requests,it's a good idea to offer alternative ideas if you can.

In a bad-news message,you never give the reader any indication that he or she could have received or might someday receive a favourable answer.

A letter to a prospective employer refusing to provide a recommendation _____________

When delivering bad news,you have only one goal: to maintain a good image for yourself.

You can de-emphasize bad news by minimizing the space or time devoted to it.

What is a "buffer," and what function does it serve in negative messages?

What are the five main goals when delivering bad news?

When composing a bad-news message,you _____________

A message organized on the __________ plan starts with a clear statement of the bad news.

When composing bad-news messages,it is important to be sensitive to variations across __________.

If you must give an employee a negative performance review,_____________

Rewrite the following sentence using the "you" attitude: "You shouldn't have put the blender into the dishwasher."

An advantage of the direct plan for communicating bad news is that it keeps the message short.

What are five guidelines to observe when making negative organizational announcements?

The best method for delivering performance reviews is by email or fax.

Briefly describe the elements of a negative message that uses the direct approach.

Always use the direct plan when denying a request for information.

Achieving Success Through Effective Business Communication

Communicating in Teams and Mastering Listening and Nonverbal Communication

Communicating Interculturally

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

Writing Routine and Positive Messages

Writing Persuasive Messages

Planning Reports and Proposals

Writing Reports and Proposals

Completing Reports and Proposals

Designing and Delivering Oral and Online Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Format and Layout of Business Documents

Documentation of Report Sources

Filters

Exam 9: Writing Negative Messages

When refusing a routine request,it's a good idea to imply that other assistance or information might be available,even if it isn't,in an attempt to calm the customer.

When you must notify a customer that you can send only part of an order,the buffer _____________

A good buffer begins with an apology.

When refusing routine requests,it's a good idea to offer alternative ideas if you can.

In a bad-news message,you never give the reader any indication that he or she could have received or might someday receive a favourable answer.

A letter to a prospective employer refusing to provide a recommendation _____________

When delivering bad news,you have only one goal: to maintain a good image for yourself.

You can de-emphasize bad news by minimizing the space or time devoted to it.

What is a "buffer," and what function does it serve in negative messages?

What are the five main goals when delivering bad news?

When composing a bad-news message,you _____________

A message organized on the __________ plan starts with a clear statement of the bad news.

When composing bad-news messages,it is important to be sensitive to variations across __________.

If you must give an employee a negative performance review,_____________

Rewrite the following sentence using the "you" attitude: "You shouldn't have put the blender into the dishwasher."

An advantage of the direct plan for communicating bad news is that it keeps the message short.

What are five guidelines to observe when making negative organizational announcements?

The best method for delivering performance reviews is by email or fax.

Briefly describe the elements of a negative message that uses the direct approach.

Always use the direct plan when denying a request for information.

Achieving Success Through Effective Business Communication

Communicating in Teams and Mastering Listening and Nonverbal Communication

Communicating Interculturally

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

Writing Routine and Positive Messages

Writing Persuasive Messages

Planning Reports and Proposals

Writing Reports and Proposals

Completing Reports and Proposals

Designing and Delivering Oral and Online Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Format and Layout of Business Documents

Documentation of Report Sources

Filters