Question 1

One important goal of a buffer is to

Accepted Answer

A)  delay stating the bad news. 
B)  establish common ground with your reader. 
C)  make your reader wonder what the message is about. 
D)  divert the reader's attention to a more pleasant subject. 
E)  make it clear that you are not at fault. 
A)  delay stating the bad news. 
B)  establish common ground with your reader. 
C)  make your reader wonder what the message is about. 
D)  divert the reader's attention to a more pleasant subject. 
E)  make it clear that you are not at fault.

Question 2

When composing negative messages,what type of language should you use?

Accepted Answer

Not Answer
Explanation: In any negative

Question 3

Encouraging additional communication in the close of a negative message

Accepted Answer

A)  is expected, even if you are not really willing to discuss the matter any further. 
B)  should be avoided unless you are truly willing to discuss the matter further. 
C)  is appropriate for internal audiences, but never for external. 
D)  should be done only if you direct the audience to contact someone else. 
E)  is never a good idea. 
A)  is expected, even if you are not really willing to discuss the matter any further. 
B)  should be avoided unless you are truly willing to discuss the matter further. 
C)  is appropriate for internal audiences, but never for external. 
D)  should be done only if you direct the audience to contact someone else. 
E)  is never a good idea.

Question 4

Which of the following is the most effective close for a letter rejecting a job applicant?

Accepted Answer

A)  If you have any questions about our decision, don't hesitate to call. 
B)  We hope that despite this rejection you will continue to frequent our establishments. 
C)  Again, we are very sorry that we cannot offer you a position at this time. 
D)  I wish you the best of luck as you begin your new career. 
E)  You should really reconsider your job prospects-really. 
A)  If you have any questions about our decision, don't hesitate to call. 
B)  We hope that despite this rejection you will continue to frequent our establishments. 
C)  Again, we are very sorry that we cannot offer you a position at this time. 
D)  I wish you the best of luck as you begin your new career. 
E)  You should really reconsider your job prospects-really.

Question 5

You are faced with informing your supervisor about massive production delays.Company policy dictates that you must provide this information in writing.What questions should you consider when deciding between the direct and indirect approaches for your message?

Accepted Answer

(1)Will the bad news come as a shock to

Question 6

Firing an employee whose performance reviews were all positive can result in a lawsuit.

Accepted Answer

A) True 
 B)False

Question 7

One way to avoid being accused of defamation is to stick to the facts when communicating with customers.

Accepted Answer

A) True 
 B)False

Question 8

In a negative message organized using the indirect approach,the reasons for the decision

Accepted Answer

A)  are so obvious that you don't need to mention them. 
B)  come directly after the buffer and follow naturally from it. 
C)  should be glossed over quickly. 
D)  should be long and roundabout to cushion the negative aspects. 
E)  should come right at the beginning of the message. 
A)  are so obvious that you don't need to mention them. 
B)  come directly after the buffer and follow naturally from it. 
C)  should be glossed over quickly. 
D)  should be long and roundabout to cushion the negative aspects. 
E)  should come right at the beginning of the message.

Question 9

You can help establish the right tone in a negative message by using positive words rather than negative,counterproductive ones.

Accepted Answer

A) True 
 B)False

Question 10

When making negative announcements about routine business matters,

Accepted Answer

A)  the direct approach is generally best. 
B)  the indirect approach is best in most cases. 
C)  it is best to combine the direct and indirect approaches. 
D)  there is no need to close on a positive note. 
E)  using a buffer is not acceptable. 
A)  the direct approach is generally best. 
B)  the indirect approach is best in most cases. 
C)  it is best to combine the direct and indirect approaches. 
D)  there is no need to close on a positive note. 
E)  using a buffer is not acceptable.

Question 11

Compared to traditional letters of recommendation,social networking recommendations

Accepted Answer

A)  require the same amount of detail. 
B)  pose less of a risk to your professional reputation. 
C)  offer more flexibility, and can contain as much or as little detail as you want to share. 
D)  are always more difficult to write. 
E)  are none of the above. 
A)  require the same amount of detail. 
B)  pose less of a risk to your professional reputation. 
C)  offer more flexibility, and can contain as much or as little detail as you want to share. 
D)  are always more difficult to write. 
E)  are none of the above.

Question 12

A letter rejecting a job applicant should

Accepted Answer

A)  avoid explaining why he or she was not selected. 
B)  point out the applicant's shortcomings. 
C)  be as personal as possible. 
D)  be as long as possible. 
E)  always include a lengthy apology. 
A)  avoid explaining why he or she was not selected. 
B)  point out the applicant's shortcomings. 
C)  be as personal as possible. 
D)  be as long as possible. 
E)  always include a lengthy apology.

Question 13

What four guidelines should you follow in writing effective closes to negative messages?

Accepted Answer

(1)Avoid a negative or uncertain conclus

Question 14

In rejecting a proposal you solicited,you should use the indirect approach and provide an explanation.

Accepted Answer

A) True 
 B)False

Question 15

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

Accepted Answer

Begin with a buffer (a neutral statement

Question 16

No matter the situation,you should always provide an extensive explanation of the bad news in negative messages.

Accepted Answer

A) True 
 B)False

Question 17

List three techniques for deemphasizing bad news.

Accepted Answer

Three methods for deemphasizing bad news

Question 18

One way to be tactful when giving your reasons for bad news is to

Accepted Answer

A)  explain why the decision is good for you and your company. 
B)  highlight, if possible, how your negative decision benefits your readers. 
C)  explain that the decision is based on company policy. 
D)  apologize for having to be the bearer of bad news. 
E)  use phrases such as, "I really hate to tell you this, but ..." 
A)  explain why the decision is good for you and your company. 
B)  highlight, if possible, how your negative decision benefits your readers. 
C)  explain that the decision is based on company policy. 
D)  apologize for having to be the bearer of bad news. 
E)  use phrases such as, "I really hate to tell you this, but ..."

Question 19

Offering discounts on future purchases,free merchandise,or other considerations in negative messages about business transactions

Accepted Answer

A)  is almost always viewed as a hollow, insincere gesture. 
B)  should be avoided since it acknowledges guilt. 
C)  is a good idea only when dealing with government contracts. 
D)  has been shown to worsen relationships rather than repair them. 
E)  can go a long way to rebuilding a customer's confidence in your company. 
A)  is almost always viewed as a hollow, insincere gesture. 
B)  should be avoided since it acknowledges guilt. 
C)  is a good idea only when dealing with government contracts. 
D)  has been shown to worsen relationships rather than repair them. 
E)  can go a long way to rebuilding a customer's confidence in your company.

Question 20

Generally speaking,bad news for employees should be delivered using

Accepted Answer

A)  blunt language. 
B)  the direct approach. 
C)  the indirect approach. 
D)  passive voice. 
E)  subordinates. 
A)  blunt language. 
B)  the direct approach. 
C)  the indirect approach. 
D)  passive voice. 
E)  subordinates.

One important goal of a buffer is to

When composing negative messages,what type of language should you use?

Encouraging additional communication in the close of a negative message

Which of the following is the most effective close for a letter rejecting a job applicant?

You are faced with informing your supervisor about massive production delays.Company policy dictates that you must provide this information in writing.What questions should you consider when deciding between the direct and indirect approaches for your message?

Firing an employee whose performance reviews were all positive can result in a lawsuit.

One way to avoid being accused of defamation is to stick to the facts when communicating with customers.

In a negative message organized using the indirect approach,the reasons for the decision

You can help establish the right tone in a negative message by using positive words rather than negative,counterproductive ones.

When making negative announcements about routine business matters,

Compared to traditional letters of recommendation,social networking recommendations

A letter rejecting a job applicant should

What four guidelines should you follow in writing effective closes to negative messages?

In rejecting a proposal you solicited,you should use the indirect approach and provide an explanation.

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

No matter the situation,you should always provide an extensive explanation of the bad news in negative messages.

List three techniques for deemphasizing bad news.

One way to be tactful when giving your reasons for bad news is to

Offering discounts on future purchases,free merchandise,or other considerations in negative messages about business transactions

Generally speaking,bad news for employees should be delivered using

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

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Exam 9: Writing Negative Messages

One important goal of a buffer is to

When composing negative messages,what type of language should you use?

Encouraging additional communication in the close of a negative message

Which of the following is the most effective close for a letter rejecting a job applicant?

You are faced with informing your supervisor about massive production delays.Company policy dictates that you must provide this information in writing.What questions should you consider when deciding between the direct and indirect approaches for your message?

Firing an employee whose performance reviews were all positive can result in a lawsuit.

One way to avoid being accused of defamation is to stick to the facts when communicating with customers.

In a negative message organized using the indirect approach,the reasons for the decision

You can help establish the right tone in a negative message by using positive words rather than negative,counterproductive ones.

When making negative announcements about routine business matters,

Compared to traditional letters of recommendation,social networking recommendations

A letter rejecting a job applicant should

What four guidelines should you follow in writing effective closes to negative messages?

In rejecting a proposal you solicited,you should use the indirect approach and provide an explanation.

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

No matter the situation,you should always provide an extensive explanation of the bad news in negative messages.

List three techniques for deemphasizing bad news.

One way to be tactful when giving your reasons for bad news is to

Offering discounts on future purchases,free merchandise,or other considerations in negative messages about business transactions

Generally speaking,bad news for employees should be delivered using

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