Question 1

Which of the following is the BEST action that managers can take to prepare employees to accept negative messages?

Accepted Answer

A) Write "important" in capital letters in the subject line of the memo or e-mail. 
B) Give full information as it becomes available. 
C) Hint that there are problems, but withhold the specifics for the official announcement. 
D) Circulate bad news unofficially through the grapevine. 
A) Write "important" in capital letters in the subject line of the memo or e-mail. 
B) Give full information as it becomes available. 
C) Hint that there are problems, but withhold the specifics for the official announcement. 
D) Circulate bad news unofficially through the grapevine.

Question 2

Very serious negative messages should not be surprises for their readers.

Accepted Answer

A) True 
 B)False

Question 3

If you are not at fault, do not apologize.

Accepted Answer

A) True 
 B)False

Question 4

Identify three situations in which the direct approach is appropriate for negative messages, and explain why it is appropriate in each situation.

Accepted Answer

Answers should discuss three of the foll

Question 5

Information about layoffs and firings should never be delivered orally.

Accepted Answer

A) True 
 B)False

Question 6

Engaging in email "flaming" can get you fired.

Accepted Answer

A) True 
 B)False

Question 7

You send a customer a letter rejecting her loan application.Which of the following examples of psychological reactance is MOST negative from your point of view?

Accepted Answer

A) The customer reads your letter and vows to reduce her need for money. 
B) The customer writes you another application, this time showing a recent pay raise. 
C) The customer refuses to bank with your institution and withdraws her savings. 
D) The customer applies at another bank. 
A) The customer reads your letter and vows to reduce her need for money. 
B) The customer writes you another application, this time showing a recent pay raise. 
C) The customer refuses to bank with your institution and withdraws her savings. 
D) The customer applies at another bank.

Question 8

Which of the following is NOT a characteristic of a rejection letter that is appreciated by job applicants?

Accepted Answer

A) It calls the applicant by his/her first name 
B) It phrases the refusal indirectly 
C) It offers alternatives 
D) It isn't too short 
A) It calls the applicant by his/her first name 
B) It phrases the refusal indirectly 
C) It offers alternatives 
D) It isn't too short

Question 9

Why should senior management clearly and promptly share the company's financial trouble with its employees?

Accepted Answer

Answers may discuss the following: Shari

Question 10

According to researcher Catherine Schryer, which of the following describes the LEAST effective negative letter?

Accepted Answer

A) The letter is easy to read and doesn't contain much jargon. 
B) The letter gives full reasons for the rejection, and explains any terms involved. 
C) The letter clearly acknowledges that the reader may feel angry or disappointed. 
D) The letter portrays both the writer and the reader as active agents. 
A) The letter is easy to read and doesn't contain much jargon. 
B) The letter gives full reasons for the rejection, and explains any terms involved. 
C) The letter clearly acknowledges that the reader may feel angry or disappointed. 
D) The letter portrays both the writer and the reader as active agents.

Question 11

Why should you organize a bad news memo to a superior differently than a bad news memo to peers and subordinates?

Accepted Answer

Very strong answers will discuss the fol

Question 12

A customer has complained that the shipment from your company arrived late; you have discovered that this delay happened because the delivery company ran into severe weather.Which of the following responses is the MOST appropriate one to include in your response to the customer?

Accepted Answer

A) No apology at all 
B) One clear apology in the beginning of your response 
C) An apology that focuses on the inconvenience the customer experienced 
D) An apology at both the beginning and the end of the message 
A) No apology at all 
B) One clear apology in the beginning of your response 
C) An apology that focuses on the inconvenience the customer experienced 
D) An apology at both the beginning and the end of the message

Question 13

Explain when providing reasons for a negative message is beneficial, and explain which kinds of reasons tend to work.

Accepted Answer

Answers should discuss the following: A

Question 14

Which of the following options BEST explains why you should not include every possible reason in a negative message?

Accepted Answer

A) The message will become unnecessarily lengthy, and possibly confusing 
B) If readers can dismiss one or more reasons, they may feel they're correct after all 
C) This method can appear obnoxious to readers 
D) Negative messages should only imply reasons, not explicitly list them 
A) The message will become unnecessarily lengthy, and possibly confusing 
B) If readers can dismiss one or more reasons, they may feel they're correct after all 
C) This method can appear obnoxious to readers 
D) Negative messages should only imply reasons, not explicitly list them

Question 15

A manager must tell subordinates that their retirement benefits have been reduced due to financial difficulties the company has been experiencing.Which of the following is the BEST subject line?

Accepted Answer

A) We've Reduced Retirement Benefits 
B) Efforts of Top Management to Put the Company on a More Secure Financial Footing 
C) Changes in Retirement Benefits 
D) Retirement 
A) We've Reduced Retirement Benefits 
B) Efforts of Top Management to Put the Company on a More Secure Financial Footing 
C) Changes in Retirement Benefits 
D) Retirement

Question 16

Explain how to write appropriate subject lines for negative messages.

Accepted Answer

Answers should discuss the following: Wh

Question 17

Which of the following is the BEST description of the structure that a negative memo to a subordinate should use?

Accepted Answer

A) Present background reasoning; describe the problem; ask for input or action. 
B) Describe the problem; present an alternative or compromise; ask for input or action. 
C) Present an alternative or compromise; present background reasoning; describe the problem. 
D) Describe the problem; present background reasoning; ask or input or action. 
A) Present background reasoning; describe the problem; ask for input or action. 
B) Describe the problem; present an alternative or compromise; ask for input or action. 
C) Present an alternative or compromise; present background reasoning; describe the problem. 
D) Describe the problem; present background reasoning; ask or input or action.

Question 18

Bad news memos to superiors should be organized differently than bad news memos to peers and subordinates.

Accepted Answer

A) True 
 B)False

Question 19

Identify three features of rejection letters that job applicants have indicated they prefer, and explain why applicants appreciate these features.

Accepted Answer

Answers should discuss three of the foll

Question 20

When you must give bad news in a memo to a superior, also recommend a way to deal with the problem.

Accepted Answer

A) True 
 B)False

Which of the following is the BEST action that managers can take to prepare employees to accept negative messages?

Very serious negative messages should not be surprises for their readers.

If you are not at fault, do not apologize.

Identify three situations in which the direct approach is appropriate for negative messages, and explain why it is appropriate in each situation.

Information about layoffs and firings should never be delivered orally.

Engaging in email "flaming" can get you fired.

You send a customer a letter rejecting her loan application.Which of the following examples of psychological reactance is MOST negative from your point of view?

Which of the following is NOT a characteristic of a rejection letter that is appreciated by job applicants?

Why should senior management clearly and promptly share the company's financial trouble with its employees?

According to researcher Catherine Schryer, which of the following describes the LEAST effective negative letter?

Why should you organize a bad news memo to a superior differently than a bad news memo to peers and subordinates?

A customer has complained that the shipment from your company arrived late; you have discovered that this delay happened because the delivery company ran into severe weather.Which of the following responses is the MOST appropriate one to include in your response to the customer?

Explain when providing reasons for a negative message is beneficial, and explain which kinds of reasons tend to work.

Which of the following options BEST explains why you should not include every possible reason in a negative message?

A manager must tell subordinates that their retirement benefits have been reduced due to financial difficulties the company has been experiencing.Which of the following is the BEST subject line?

Explain how to write appropriate subject lines for negative messages.

Which of the following is the BEST description of the structure that a negative memo to a subordinate should use?

Bad news memos to superiors should be organized differently than bad news memos to peers and subordinates.

Identify three features of rejection letters that job applicants have indicated they prefer, and explain why applicants appreciate these features.

When you must give bad news in a memo to a superior, also recommend a way to deal with the problem.

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

Which of the following is the BEST action that managers can take to prepare employees to accept negative messages?

Very serious negative messages should not be surprises for their readers.

If you are not at fault, do not apologize.

Identify three situations in which the direct approach is appropriate for negative messages, and explain why it is appropriate in each situation.

Information about layoffs and firings should never be delivered orally.

Engaging in email "flaming" can get you fired.

You send a customer a letter rejecting her loan application.Which of the following examples of psychological reactance is MOST negative from your point of view?

Which of the following is NOT a characteristic of a rejection letter that is appreciated by job applicants?

Why should senior management clearly and promptly share the company's financial trouble with its employees?

According to researcher Catherine Schryer, which of the following describes the LEAST effective negative letter?

Why should you organize a bad news memo to a superior differently than a bad news memo to peers and subordinates?

A customer has complained that the shipment from your company arrived late; you have discovered that this delay happened because the delivery company ran into severe weather.Which of the following responses is the MOST appropriate one to include in your response to the customer?

Explain when providing reasons for a negative message is beneficial, and explain which kinds of reasons tend to work.

Which of the following options BEST explains why you should not include every possible reason in a negative message?

A manager must tell subordinates that their retirement benefits have been reduced due to financial difficulties the company has been experiencing.Which of the following is the BEST subject line?

Explain how to write appropriate subject lines for negative messages.

Which of the following is the BEST description of the structure that a negative memo to a subordinate should use?

Bad news memos to superiors should be organized differently than bad news memos to peers and subordinates.

Identify three features of rejection letters that job applicants have indicated they prefer, and explain why applicants appreciate these features.

When you must give bad news in a memo to a superior, also recommend a way to deal with the problem.

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