Question 1

According to Deborah Tannen's research, "I'm sorry" means different things to North American women and North American men.Explain the difference.

Accepted Answer

Answers should discuss the following: Ac

Question 2

Why should you avoid phrases such as "I'm afraid I cannot grant your request" when you compose a negative message?

Accepted Answer

Answers may discuss the follow

Question 3

When you have to write a memo firing someone, offer a face-saving reason unrelated to the person's poor performance to protect your employee's ego.

Accepted Answer

A) True 
 B)False

Question 4

Explain four advantages of giving the reader an alternative in a negative message.

Accepted Answer

Answers should discuss the following:
-I

Question 5

The following are all ___________ purposes of a negative message: To give the reader the bad news; to have the reader read, understand, and accept the message; to maintain as much goodwill as possible.

Accepted Answer

The answer of The following are all ___________ purposes of...

Question 6

Which of the following options describes the BEST format for a negative memo that you need to send to your superior?

Accepted Answer

A) Recommend a solution; describe the problem; provide background; describe options for fixing the problem. 
B) Start with a buffer; describe the problem; describe options for fixing the problem; recommend a solution. 
C) Start with a buffer; describe the problem; present an alternative or compromise; ask for input or action. 
D) Describe the problem; provide background; describe options for fixing the problem; recommend a solution. 
A) Recommend a solution; describe the problem; provide background; describe options for fixing the problem. 
B) Start with a buffer; describe the problem; describe options for fixing the problem; recommend a solution. 
C) Start with a buffer; describe the problem; present an alternative or compromise; ask for input or action. 
D) Describe the problem; provide background; describe options for fixing the problem; recommend a solution.

Question 7

Directly saying "no" can be hurtful and impolite in some cultures.

Accepted Answer

A) True 
 B)False

Question 8

Identify three primary purposes of negative messages, and explain their importance.

Accepted Answer

Answers must discuss the follo

Question 9

What should your subject line be when you must give a negative reply to an e-mail request?

Accepted Answer

Answers should discuss the fol

Question 10

The implied attitude of the author toward the reader and the subject is called _____.

Accepted Answer

The answer of The implied attitude of the author toward...

Question 11

Why did some medical centres resist apologies in the past, and why have some decided to reverse this decision?

Accepted Answer

Medical centres have worried that apolog

Question 12

Since it's often not possible to prevent the reader from having bad feelings when reading your negative message, why does tone have to be considered at all? Which aspects of tone should you pay particular attention to?

Accepted Answer

Answers may discuss the following: Thoug

Question 13

The phrase "I'm sorry that I cannot ..." is useful in negative messages, since it conveys empathy for the reader.

Accepted Answer

A) True 
 B)False

Question 14

Is the following sentence an appropriate ending for a credit rejection? "Should we be able to assist you in the future, please contact us."

Accepted Answer

A) Yes, because it ends on a positive note. 
B) Yes, because it offers an alternative. 
C) No, because it is too wordy. 
D) No, because offering to "help" a reader whom you have just rejected is clearly insincere. 
A) Yes, because it ends on a positive note. 
B) Yes, because it offers an alternative. 
C) No, because it is too wordy. 
D) No, because offering to "help" a reader whom you have just rejected is clearly insincere.

Question 15

When should a buffer be used?

Accepted Answer

Answers may discuss the following: Since

Question 16

Which of the following is NOT a factor you should consider when you write a negative memo?

Accepted Answer

A) Whether readers have been warned of possible negatives 
B) Whether the organization treats people well 
C) Whether the negative information can be suppressed a little longer 
D) Whether you have a good relationship with your readers 
A) Whether readers have been warned of possible negatives 
B) Whether the organization treats people well 
C) Whether the negative information can be suppressed a little longer 
D) Whether you have a good relationship with your readers

Question 17

Explain how to organize a negative memo to a peer.

Accepted Answer

Answers should discuss the following:
1.

Question 18

In which of the following situations would it be BEST to recast the situation as a positive message?

Accepted Answer

A) When you want to maintain goodwill with the reader because you still have to deal with each other 
B) When there really isn't a reason for the refusal 
C) When the negative information will lead to a benefit you know the reader will want 
D) When the reader is already expecting bad news 
A) When you want to maintain goodwill with the reader because you still have to deal with each other 
B) When there really isn't a reason for the refusal 
C) When the negative information will lead to a benefit you know the reader will want 
D) When the reader is already expecting bad news

Question 19

List three kinds of statements commonly used for writing buffers, and give an example of each.

Accepted Answer

Answers should discuss the following: Th

Question 20

Which of the following negative letters is likely to be BEST received by a reader?

Accepted Answer

A) A form letter 
B) A letter that is easy to read 
C) A letter that was sent immediately 
D) A letter sent just before a major holiday 
A) A form letter 
B) A letter that is easy to read 
C) A letter that was sent immediately 
D) A letter sent just before a major holiday

According to Deborah Tannen's research, "I'm sorry" means different things to North American women and North American men.Explain the difference.

Why should you avoid phrases such as "I'm afraid I cannot grant your request" when you compose a negative message?

When you have to write a memo firing someone, offer a face-saving reason unrelated to the person's poor performance to protect your employee's ego.

Explain four advantages of giving the reader an alternative in a negative message.

The following are all ___________ purposes of a negative message: To give the reader the bad news; to have the reader read, understand, and accept the message; to maintain as much goodwill as possible.

Which of the following options describes the BEST format for a negative memo that you need to send to your superior?

Directly saying "no" can be hurtful and impolite in some cultures.

Identify three primary purposes of negative messages, and explain their importance.

What should your subject line be when you must give a negative reply to an e-mail request?

The implied attitude of the author toward the reader and the subject is called _____.

Why did some medical centres resist apologies in the past, and why have some decided to reverse this decision?

Since it's often not possible to prevent the reader from having bad feelings when reading your negative message, why does tone have to be considered at all? Which aspects of tone should you pay particular attention to?

The phrase "I'm sorry that I cannot ..." is useful in negative messages, since it conveys empathy for the reader.

Is the following sentence an appropriate ending for a credit rejection? "Should we be able to assist you in the future, please contact us."

When should a buffer be used?

Which of the following is NOT a factor you should consider when you write a negative memo?

Explain how to organize a negative memo to a peer.

In which of the following situations would it be BEST to recast the situation as a positive message?

List three kinds of statements commonly used for writing buffers, and give an example of each.

Which of the following negative letters is likely to be BEST received by a reader?

Communicating in a Changing Business World

Adapting to Audiences

Planning, Composing, and Revising

Designing Documents, Slides, and Screens

Communicating Across Cultures

Working and Writing in Teams

Routine Messages

Persuasive and Sales Messages

Planning, Researching, and Documenting Reports

Writing Proposals and Reports

Making Oral Presentations

Employment Communications

Filters

Exam 8: Negative Messages

According to Deborah Tannen's research, "I'm sorry" means different things to North American women and North American men.Explain the difference.

Why should you avoid phrases such as "I'm afraid I cannot grant your request" when you compose a negative message?

When you have to write a memo firing someone, offer a face-saving reason unrelated to the person's poor performance to protect your employee's ego.

Explain four advantages of giving the reader an alternative in a negative message.

The following are all ___________ purposes of a negative message: To give the reader the bad news; to have the reader read, understand, and accept the message; to maintain as much goodwill as possible.

Which of the following options describes the BEST format for a negative memo that you need to send to your superior?

Directly saying "no" can be hurtful and impolite in some cultures.

Identify three primary purposes of negative messages, and explain their importance.

What should your subject line be when you must give a negative reply to an e-mail request?

The implied attitude of the author toward the reader and the subject is called _____.

Why did some medical centres resist apologies in the past, and why have some decided to reverse this decision?

Since it's often not possible to prevent the reader from having bad feelings when reading your negative message, why does tone have to be considered at all? Which aspects of tone should you pay particular attention to?

The phrase "I'm sorry that I cannot ..." is useful in negative messages, since it conveys empathy for the reader.

Is the following sentence an appropriate ending for a credit rejection? "Should we be able to assist you in the future, please contact us."

When should a buffer be used?

Which of the following is NOT a factor you should consider when you write a negative memo?

Explain how to organize a negative memo to a peer.

In which of the following situations would it be BEST to recast the situation as a positive message?

List three kinds of statements commonly used for writing buffers, and give an example of each.

Which of the following negative letters is likely to be BEST received by a reader?

Communicating in a Changing Business World

Adapting to Audiences

Planning, Composing, and Revising

Designing Documents, Slides, and Screens

Communicating Across Cultures

Working and Writing in Teams

Routine Messages

Persuasive and Sales Messages

Planning, Researching, and Documenting Reports

Writing Proposals and Reports

Making Oral Presentations

Employment Communications

Filters