Question 1

Which of the following would be an inappropriate use of the word "you" in a negative message?

Accepted Answer

A)  You possess many fine skills. 
B)  The frying pan you ordered is being shipped today. 
C)  You shouldn't have washed that wool shirt; it should be dry cleaned only. 
D)  When you have more managerial experience, we encourage you to reapply. 
E)  As you know, our company's client base has grown more slowly than expected. 
A)  You possess many fine skills. 
B)  The frying pan you ordered is being shipped today. 
C)  You shouldn't have washed that wool shirt; it should be dry cleaned only. 
D)  When you have more managerial experience, we encourage you to reapply. 
E)  As you know, our company's client base has grown more slowly than expected. C

Question 2

If you are responding negatively to a request,a buffer

Accepted Answer

A)  comes right out and says no. 
B)  ignores the request altogether. 
C)  automatically misleads the reader. 
D)  assures the reader of your attention to the request. 
E)  is never appropriate. 
A)  comes right out and says no. 
B)  ignores the request altogether. 
C)  automatically misleads the reader. 
D)  assures the reader of your attention to the request. 
E)  is never appropriate. D

Question 3

A poorly written buffer can mislead your audience into expecting that positive news will follow.

Accepted Answer

A) True 
 B)False  True

Question 4

To avoid awkward situations,it is always best to deliver bad news for employees in writing.

Accepted Answer

A) True 
 B)False

Question 5

To avoid being accused of defamation,you should

Accepted Answer

A)  refuse to communicate with unhappy clients. 
B)  make it clear to disgruntled customers that you refuse to be intimidated. 
C)  refrain from using any kind of abusive language. 
D)  frequently refer to company policy. 
E)  make frequent use of hedging words such as "seems" and "appears." 
A)  refuse to communicate with unhappy clients. 
B)  make it clear to disgruntled customers that you refuse to be intimidated. 
C)  refrain from using any kind of abusive language. 
D)  frequently refer to company policy. 
E)  make frequent use of hedging words such as "seems" and "appears."

Question 6

Using a buffer to begin a negative message is generally manipulative and unethical.

Accepted Answer

A) True 
 B)False

Question 7

The close of a negative message should end with a statement such as We hope you will continue to do business with us.

Accepted Answer

A) True 
 B)False

Question 8

Explain how an effective buffer differs from one that is poorly written.Provide an example of a buffer that would be inappropriate for a message explaining that a student's grade appeal has been denied.

Accepted Answer

A poorly written buffer might trivialize

Question 9

When you deliver bad news about business transactions (such as a delayed order shipment),you should always apologize to the audience.

Accepted Answer

A) True 
 B)False

Question 10

Rewrite the following negative message using positive words rather than negative ones: "Since you failed to send payment,we cannot ship your order."

Accepted Answer

By sending payment promptly,you can rece

Question 11

Whether or not you should apologize when delivering bad news about transactions depends mainly on

Accepted Answer

A)  how much the customer has purchased from your company in the past. 
B)  the medium you are using for the message. 
C)  how long it has been since the problem occurred. 
D)  whether or not your company has a legal department. 
E)  none of the above. 
A)  how much the customer has purchased from your company in the past. 
B)  the medium you are using for the message. 
C)  how long it has been since the problem occurred. 
D)  whether or not your company has a legal department. 
E)  none of the above.

Question 12

In the close of a negative message,you should

Accepted Answer

A)  encourage the person to write or call to discuss the situation further. 
B)  emphasize your respect for the audience. 
C)  ask for feedback on whether the decision is acceptable to the reader. 
D)  express concern over possibly losing the reader's business. 
E)  beg the reader not to be upset with you. 
A)  encourage the person to write or call to discuss the situation further. 
B)  emphasize your respect for the audience. 
C)  ask for feedback on whether the decision is acceptable to the reader. 
D)  express concern over possibly losing the reader's business. 
E)  beg the reader not to be upset with you.

Question 13

When writing a(n)________ message,present specific reasons for telling the employee to leave.

Accepted Answer

termination
Explanation: Termination mes

Question 14

When you are refusing a routine request,you

Accepted Answer

A)  should always use the direct approach. 
B)  should invoke company policy if that is a possible out. 
C)  don't need to invest as much time and effort as you would for other kinds of negative messages. 
D)  should use the indirect approach if you're forced to decline a request that you might have said yes to in the past. 
E)  do not need to worry about the tone of your message. 
A)  should always use the direct approach. 
B)  should invoke company policy if that is a possible out. 
C)  don't need to invest as much time and effort as you would for other kinds of negative messages. 
D)  should use the indirect approach if you're forced to decline a request that you might have said yes to in the past. 
E)  do not need to worry about the tone of your message.

Question 15

A woman returns a formal dress to your store.It is stained and has a rip at the hem line,but she says she is returning it unworn because it doesn't fit.Which of the following would be the best way to inform her of your refusal to give a refund?

Accepted Answer

A)  State that company policy prevents you from accepting the return but that if you had anything to say about it you'd take it back, no questions asked. 
B)  Restate her complaint to let her know you understand it, explain as positively as possible that you are unable to accept the return of damaged merchandise, and recommend a tailor who can fix the tear and alter the dress for her. 
C)  Challenge the woman to try on the dress and prove that it doesn't fit. 
D)  Use humor to soften the blow of your refusal. 
E)  You're not the first to try this, so forget it. 
A)  State that company policy prevents you from accepting the return but that if you had anything to say about it you'd take it back, no questions asked. 
B)  Restate her complaint to let her know you understand it, explain as positively as possible that you are unable to accept the return of damaged merchandise, and recommend a tailor who can fix the tear and alter the dress for her. 
C)  Challenge the woman to try on the dress and prove that it doesn't fit. 
D)  Use humor to soften the blow of your refusal. 
E)  You're not the first to try this, so forget it.

Question 16

The direct approach is never used for negative messages.

Accepted Answer

A) True 
 B)False

Question 17

When you need to maintain a close working relationship with someone to whom you are sending a negative message,you should generally

Accepted Answer

A)  use the direct approach. 
B)  use the indirect approach. 
C)  have someone else deliver the message. 
D)  combine the direct and indirect approaches. 
E)  delay the message as long as possible. 
A)  use the direct approach. 
B)  use the indirect approach. 
C)  have someone else deliver the message. 
D)  combine the direct and indirect approaches. 
E)  delay the message as long as possible.

Question 18

If you choose to apologize in a negative message,you should

Accepted Answer

A)  phrase the apology in a conditional manner ("If I have offended anyone ..."). 
B)  imply that not all of the blame lies with you or your company. 
C)  be sincere and make it a true apology. 
D)  always demonstrate sincerity, but never accept blame. 
E)  always urge the reader against taking legal action. 
A)  phrase the apology in a conditional manner ("If I have offended anyone ..."). 
B)  imply that not all of the blame lies with you or your company. 
C)  be sincere and make it a true apology. 
D)  always demonstrate sincerity, but never accept blame. 
E)  always urge the reader against taking legal action.

Question 19

"Accounting Services is here to assist you during our transition to electronic billing" is an example of which type of buffer?

Accepted Answer

A)  good news 
B)  cooperation 
C)  understanding 
D)  fairness 
E)  appreciation 
A)  good news 
B)  cooperation 
C)  understanding 
D)  fairness 
E)  appreciation

Question 20

Employees who engage in whistleblowing

Accepted Answer

A)  are disloyal and should be terminated. 
B)  have usually not attempted to resolve problems through normal channels. 
C)  are, in many cases, providing vital information to their employers. 
D)  rarely provide information of any value. 
E)  are not protected by any government regulations. 
A)  are disloyal and should be terminated. 
B)  have usually not attempted to resolve problems through normal channels. 
C)  are, in many cases, providing vital information to their employers. 
D)  rarely provide information of any value. 
E)  are not protected by any government regulations.

Which of the following would be an inappropriate use of the word "you" in a negative message?

If you are responding negatively to a request,a buffer

A poorly written buffer can mislead your audience into expecting that positive news will follow.

To avoid awkward situations,it is always best to deliver bad news for employees in writing.

To avoid being accused of defamation,you should

Using a buffer to begin a negative message is generally manipulative and unethical.

The close of a negative message should end with a statement such as We hope you will continue to do business with us.

Explain how an effective buffer differs from one that is poorly written.Provide an example of a buffer that would be inappropriate for a message explaining that a student's grade appeal has been denied.

When you deliver bad news about business transactions (such as a delayed order shipment),you should always apologize to the audience.

Rewrite the following negative message using positive words rather than negative ones: "Since you failed to send payment,we cannot ship your order."

Whether or not you should apologize when delivering bad news about transactions depends mainly on

In the close of a negative message,you should

When writing a(n)________ message,present specific reasons for telling the employee to leave.

When you are refusing a routine request,you

A woman returns a formal dress to your store.It is stained and has a rip at the hem line,but she says she is returning it unworn because it doesn't fit.Which of the following would be the best way to inform her of your refusal to give a refund?

The direct approach is never used for negative messages.

When you need to maintain a close working relationship with someone to whom you are sending a negative message,you should generally

If you choose to apologize in a negative message,you should

"Accounting Services is here to assist you during our transition to electronic billing" is an example of which type of buffer?

Employees who engage in whistleblowing

Achieving Success Through Effective Business Communication

Mastering Team Skills and Interpersonal Communication

Communicating in a World of Diversity

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

Handbook of Grammar, Mechanics, and Usage

Filters

Exam 9: Writing Negative Messages

Which of the following would be an inappropriate use of the word "you" in a negative message?

If you are responding negatively to a request,a buffer

A poorly written buffer can mislead your audience into expecting that positive news will follow.

To avoid awkward situations,it is always best to deliver bad news for employees in writing.

To avoid being accused of defamation,you should

Using a buffer to begin a negative message is generally manipulative and unethical.

The close of a negative message should end with a statement such as We hope you will continue to do business with us.

Explain how an effective buffer differs from one that is poorly written.Provide an example of a buffer that would be inappropriate for a message explaining that a student's grade appeal has been denied.

When you deliver bad news about business transactions (such as a delayed order shipment),you should always apologize to the audience.

Rewrite the following negative message using positive words rather than negative ones: "Since you failed to send payment,we cannot ship your order."

Whether or not you should apologize when delivering bad news about transactions depends mainly on

In the close of a negative message,you should

When writing a(n)________ message,present specific reasons for telling the employee to leave.

When you are refusing a routine request,you

A woman returns a formal dress to your store.It is stained and has a rip at the hem line,but she says she is returning it unworn because it doesn't fit.Which of the following would be the best way to inform her of your refusal to give a refund?

The direct approach is never used for negative messages.

When you need to maintain a close working relationship with someone to whom you are sending a negative message,you should generally

If you choose to apologize in a negative message,you should

"Accounting Services is here to assist you during our transition to electronic billing" is an example of which type of buffer?

Employees who engage in whistleblowing

Achieving Success Through Effective Business Communication

Mastering Team Skills and Interpersonal Communication

Communicating in a World of Diversity

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

Handbook of Grammar, Mechanics, and Usage

Filters