Exam 8: Negative Messages

Many people find it difficult to write bad news messages, particularly to those with whom they have an ongoing working relationship.Saying "no" without offending the reader may seem almost impossible.What can you do as a writer to communicate negative news clearly while still maintaining goodwill? Illustrate your answer with specific examples.

(Essay)

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Question 61

With which of the following should you open a bad news memo to subordinates?

(Multiple Choice)

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Question 62

Identify four secondary purposes of negative messages, and explain their importance.

(Essay)

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Question 63

For memos, the context of communication is crucial.List three factors that influence the reader's reaction.

(Essay)

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Question 64

The principles of you-attitude and positive emphasis should not be used in negative messages, since you know that the reader is going to react negatively.

(True/False)

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Question 65

Which of the following is NOT a reason to identify a negative in the subject line of an email?

(Multiple Choice)

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Question 66

One way to avoid psychological reactance is to offer an alternative.

(True/False)

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Question 67

Which of the following is LEAST likely to be an effective buffer?

(Multiple Choice)

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Question 68

Negative messages should never use the direct approach.

(True/False)

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Question 69

A ____________ is a neutral or positive statement designed to allow you to bury or de-emphasize the negative message.

(Short Answer)

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Question 70

Which of the following would be the LEAST appropriate in the closing paragraph of a negative message?

(Multiple Choice)

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Question 71

Buffers are appropriate for correspondence within Canada because Canadian culture tends to value tactful, communication, negotiation and diplomacy.

(True/False)

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Question 72

Effective negative letters make a point of focusing on the reader's emotions.

(True/False)

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Question 73

Which of the following is NOT a purpose in a negative message?

(Multiple Choice)

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Question 74

If you must apologize, apologize once early in the message and again in the closing.

(True/False)

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Question 75

In a bad news message to subordinates, why is it a good idea to ask readers to suggest solutions to the problem?

(Multiple Choice)

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Question 76

The refusal should be in its own paragraph in a negative message.

(True/False)

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Question 77

When you have a particularly good alternative to offer the reader, you should also make all the necessary arrangements for the reader.

(True/False)

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Question 78

Which of the following is NOT a purpose of an alternative or a compromise?

(Multiple Choice)

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Question 79

Is the subject line "Improving Customer Service" appropriate in a negative message to superiors?

(Multiple Choice)

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Question 80

Showing 61 - 80 of 90

With which of the following should you open a bad news memo to subordinates?

Identify four secondary purposes of negative messages, and explain their importance.

For memos, the context of communication is crucial.List three factors that influence the reader's reaction.

The principles of you-attitude and positive emphasis should not be used in negative messages, since you know that the reader is going to react negatively.

Which of the following is NOT a reason to identify a negative in the subject line of an email?

One way to avoid psychological reactance is to offer an alternative.

Which of the following is LEAST likely to be an effective buffer?

Negative messages should never use the direct approach.

A ____________ is a neutral or positive statement designed to allow you to bury or de-emphasize the negative message.

Which of the following would be the LEAST appropriate in the closing paragraph of a negative message?

Buffers are appropriate for correspondence within Canada because Canadian culture tends to value tactful, communication, negotiation and diplomacy.

Effective negative letters make a point of focusing on the reader's emotions.

Which of the following is NOT a purpose in a negative message?

If you must apologize, apologize once early in the message and again in the closing.

In a bad news message to subordinates, why is it a good idea to ask readers to suggest solutions to the problem?

The refusal should be in its own paragraph in a negative message.

When you have a particularly good alternative to offer the reader, you should also make all the necessary arrangements for the reader.

Which of the following is NOT a purpose of an alternative or a compromise?

Is the subject line "Improving Customer Service" appropriate in a negative message to superiors?

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

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