Question 1

In which of the following sentences has the bad news been placed in a subordinate clause?

Accepted Answer

A)  Although our wellness program must be discontinued, all other benefits will remain the same. 
B)  Although all other benefits will remain the same, we must discontinue our wellness program. 
C)  Our wellness program must be discontinued. 
D)  We are sorry to announce that our wellness program must be discontinued. 
A)  Although our wellness program must be discontinued, all other benefits will remain the same. 
B)  Although all other benefits will remain the same, we must discontinue our wellness program. 
C)  Our wellness program must be discontinued. 
D)  We are sorry to announce that our wellness program must be discontinued.

Question 2

One way to soften negative news in a message is by suggesting a compromise or ____________________ to the receiver, such as suggesting that a loan applicant return with a cosigner to reapply.

Accepted Answer

The answer of One way to soften negative news in...

Question 3

We cannot allow you to return the iPad since you purchased it over 30 days ago effectively uses the passive voice to deliver the bad news.

Accepted Answer

A) True 
 B)False

Question 4

Organizations today are experimenting with delivering bad news through a variety of communication channels such as e-mail, video, webcasts, and voice mail.

Accepted Answer

A) True 
 B)False

Question 5

Rate increases and price hikes should always be communicated in a written letter, never announced online.

Accepted Answer

A) True 
 B)False

Question 6

Select the most accurate statement about presenting bad news in other cultures.

Accepted Answer

A)  You can generally expect people from other cultures to react to bad-news messages in the same way that Americans do. 
B)  Germans prefer to soften bad-news messages with compliments to the reader. 
C)  In Latin countries, bad news must always be reported to superiors. 
D)  In Asian cultures, disrupting the harmony with bad news is avoided. 
A)  You can generally expect people from other cultures to react to bad-news messages in the same way that Americans do. 
B)  Germans prefer to soften bad-news messages with compliments to the reader. 
C)  In Latin countries, bad news must always be reported to superiors. 
D)  In Asian cultures, disrupting the harmony with bad news is avoided.

Question 7

Select the best buffer to open a letter that refuses a request from a local nonprofit organization for a charitable donation.

Accepted Answer

A)  This is to inform you that your kind letter of May 14 has been directed to me for reply. 
B)  We have received your letter requesting a donation to your annual fund-raiser. 
C)  The services you provide for homeless families in our community are necessary and important. 
D)  Although we admire what your organization does for our community, unfortunately we are unable to donate to your fund-raiser at this time. 
A)  This is to inform you that your kind letter of May 14 has been directed to me for reply. 
B)  We have received your letter requesting a donation to your annual fund-raiser. 
C)  The services you provide for homeless families in our community are necessary and important. 
D)  Although we admire what your organization does for our community, unfortunately we are unable to donate to your fund-raiser at this time.

Question 8

A good technique for de-emphasizing negative news is to place it at the end of a paragraph.

Accepted Answer

A) True 
 B)False

Question 9

Although I am unable to speak to your class at this time, I sincerely appreciate your invitation effectively positions the bad news by placing it in a subordinate clause.

Accepted Answer

A) True 
 B)False

Question 10

When denying a claim, use a statement such as If you had read the instruction booklet that came with the air conditioner, you would have known to change the filter every three months to let the customer know why the claim must be refused.

Accepted Answer

A) True 
 B)False

Question 11

The ____________________-guy syndrome refers to a situation in which the writer's statements make the reader feel better but may be misleading or inaccurate.

Accepted Answer

The answer of The ____________________-guy syndrome refers to a situation...

Question 12

Writing bad-news messages requires less attention to the 3-x-3 writing process than do other types of business messages.

Accepted Answer

A) True 
 B)False

Question 13

Because Cassandra knows her staff well, she should deliver all bad-news messages to them using the direct organizational pattern.

Accepted Answer

A) True 
 B)False

Question 14

What is the best advice for delivering the bad news?

Accepted Answer

A)  Use the active voice. 
B)  Don't imply the bad news because it may be overlooked. 
C)  Suggest a compromise or alternative. 
D)  Describe what can't be done in great detail to ensure that your message is clear. 
A)  Use the active voice. 
B)  Don't imply the bad news because it may be overlooked. 
C)  Suggest a compromise or alternative. 
D)  Describe what can't be done in great detail to ensure that your message is clear.

Question 15

Nadia has learned that customers are leaving negative comments about the restaurant she manages on social network sites such as Facebook and Twitter.What should Nadia do?

Accepted Answer

A)  Ignore them. No one pays attention to negative comments on these sites. 
B)  File a lawsuit against any individual who posts a negative comment. 
C)  Monitor the comments and respond immediately when possible. 
D)  Start writing her own negative comments about the complaining customers to make them look bad. 
A)  Ignore them. No one pays attention to negative comments on these sites. 
B)  File a lawsuit against any individual who posts a negative comment. 
C)  Monitor the comments and respond immediately when possible. 
D)  Start writing her own negative comments about the complaining customers to make them look bad.

Question 16

Your espresso maker cannot be repaired at our local facility uses ____________________-voice verbs to deliver the negative news.

Accepted Answer

The answer of Your espresso maker cannot be repaired at...

Question 17

One important goal in communicating bad news is to make sure your reader ____________________ and accepts the bad news.

Accepted Answer

The answer of One important goal in communicating bad news...

Question 18

What is important in many high-context cultures?

Accepted Answer

A)  Having the ability to say "no" explicitly 
B)  Presenting bad news using the direct organizational pattern 
C)  Avoiding telling white lies 
D)  Saving face 
A)  Having the ability to say "no" explicitly 
B)  Presenting bad news using the direct organizational pattern 
C)  Avoiding telling white lies 
D)  Saving face

Question 19

The best placement for a statement of bad news in a message is

Accepted Answer

A)  in a subordinate clause. 
B)  at the beginning of a sentence. 
C)  at the end of a paragraph. 
D)  at the beginning of a paragraph. 
A)  in a subordinate clause. 
B)  at the beginning of a sentence. 
C)  at the end of a paragraph. 
D)  at the beginning of a paragraph.

Question 20

____________________ is the ability to understand and enter into the feelings of another.

Accepted Answer

The answer of ____________________ is the ability to understand and...

In which of the following sentences has the bad news been placed in a subordinate clause?

One way to soften negative news in a message is by suggesting a compromise or ____________________ to the receiver, such as suggesting that a loan applicant return with a cosigner to reapply.

We cannot allow you to return the iPad since you purchased it over 30 days ago effectively uses the passive voice to deliver the bad news.

Organizations today are experimenting with delivering bad news through a variety of communication channels such as e-mail, video, webcasts, and voice mail.

Rate increases and price hikes should always be communicated in a written letter, never announced online.

Select the most accurate statement about presenting bad news in other cultures.

Select the best buffer to open a letter that refuses a request from a local nonprofit organization for a charitable donation.

A good technique for de-emphasizing negative news is to place it at the end of a paragraph.

Although I am unable to speak to your class at this time, I sincerely appreciate your invitation effectively positions the bad news by placing it in a subordinate clause.

When denying a claim, use a statement such as If you had read the instruction booklet that came with the air conditioner, you would have known to change the filter every three months to let the customer know why the claim must be refused.

The ____________________-guy syndrome refers to a situation in which the writer's statements make the reader feel better but may be misleading or inaccurate.

Writing bad-news messages requires less attention to the 3-x-3 writing process than do other types of business messages.

Because Cassandra knows her staff well, she should deliver all bad-news messages to them using the direct organizational pattern.

What is the best advice for delivering the bad news?

Nadia has learned that customers are leaving negative comments about the restaurant she manages on social network sites such as Facebook and Twitter.What should Nadia do?

Your espresso maker cannot be repaired at our local facility uses ____________________-voice verbs to deliver the negative news.

One important goal in communicating bad news is to make sure your reader ____________________ and accepts the bad news.

What is important in many high-context cultures?

The best placement for a statement of bad news in a message is

____________________ is the ability to understand and enter into the feelings of another.

Effective and Ethical Communication at Work

Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette Skills

Intercultural Communication

Planning Business Messages

Organizing and Writing Business Messages

Revising Business Messages

Electronic Messages and Digital Media

Positive Messages

Persuasive and Sales Messages

Report and Research Basics

Informal Business Reports

Proposals, Business Plans, and Formal Business Reports

Business Presentations

The Job Search, Resumes, and Cover Letters

Interviewing and Following Up

Filters

Exam 9: Negative Messages

In which of the following sentences has the bad news been placed in a subordinate clause?

One way to soften negative news in a message is by suggesting a compromise or ____________________ to the receiver, such as suggesting that a loan applicant return with a cosigner to reapply.

We cannot allow you to return the iPad since you purchased it over 30 days ago effectively uses the passive voice to deliver the bad news.

Organizations today are experimenting with delivering bad news through a variety of communication channels such as e-mail, video, webcasts, and voice mail.

Rate increases and price hikes should always be communicated in a written letter, never announced online.

Select the most accurate statement about presenting bad news in other cultures.

Select the best buffer to open a letter that refuses a request from a local nonprofit organization for a charitable donation.

A good technique for de-emphasizing negative news is to place it at the end of a paragraph.

Although I am unable to speak to your class at this time, I sincerely appreciate your invitation effectively positions the bad news by placing it in a subordinate clause.

When denying a claim, use a statement such as If you had read the instruction booklet that came with the air conditioner, you would have known to change the filter every three months to let the customer know why the claim must be refused.

The ____________________-guy syndrome refers to a situation in which the writer's statements make the reader feel better but may be misleading or inaccurate.

Writing bad-news messages requires less attention to the 3-x-3 writing process than do other types of business messages.

Because Cassandra knows her staff well, she should deliver all bad-news messages to them using the direct organizational pattern.

What is the best advice for delivering the bad news?

Nadia has learned that customers are leaving negative comments about the restaurant she manages on social network sites such as Facebook and Twitter.What should Nadia do?

Your espresso maker cannot be repaired at our local facility uses ____________________-voice verbs to deliver the negative news.

One important goal in communicating bad news is to make sure your reader ____________________ and accepts the bad news.

What is important in many high-context cultures?

The best placement for a statement of bad news in a message is

____________________ is the ability to understand and enter into the feelings of another.

Effective and Ethical Communication at Work

Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette Skills

Intercultural Communication

Planning Business Messages

Organizing and Writing Business Messages

Revising Business Messages

Electronic Messages and Digital Media

Positive Messages

Persuasive and Sales Messages

Report and Research Basics

Informal Business Reports

Proposals, Business Plans, and Formal Business Reports

Business Presentations

The Job Search, Resumes, and Cover Letters

Interviewing and Following Up

Filters