Question 1

A negative-news message written in the indirect pattern should always begin with a buffer.

Accepted Answer

A) True 
 B)False

Question 2

One reason that customers leave complaint messages on social networking sites such as Twitter is that they may receive faster responses to tweets than to customer service calls.

Accepted Answer

A) True 
 B)False

Question 3

Business communicators should use the ____________________ organizational pattern to deliver bad news when the news will be personally upsetting.

Accepted Answer

The answer of Business communicators should use the ____________________ organizational...

Question 4

The most important part of a bad-news letter is

Accepted Answer

A)  a good buffer that starts the letter positively. 
B)  the professional letterhead on which it is printed. 
C)  a closing that ends the letter on a positive note. 
D)  the section that explains the reasons for the bad news. 
A)  a good buffer that starts the letter positively. 
B)  the professional letterhead on which it is printed. 
C)  a closing that ends the letter on a positive note. 
D)  the section that explains the reasons for the bad news.

Question 5

When a problem occurs with a customer, it's best to wait a while before communicating with the customer to give him or her time to cool off.

Accepted Answer

A) True 
 B)False

Question 6

In Latin countries, it is considered disrespectful and impolite to report bad news to superiors.

Accepted Answer

A) True 
 B)False

Question 7

Molly makes an abusive statement about David.This language will not be actionable if

Accepted Answer

A)  Molly's statements are false. 
B)  Molly sends the message by e-mail to two other employees in the department. 
C)  Molly makes the comments to David in private. 
D)  Molly's statements are damaging to David's reputation. 
A)  Molly's statements are false. 
B)  Molly sends the message by e-mail to two other employees in the department. 
C)  Molly makes the comments to David in private. 
D)  Molly's statements are damaging to David's reputation.

Question 8

Which of the following is an appropriate statement when saying no to job applicants?

Accepted Answer

A)  Other candidates were much more experienced with the software that is used in our organization. 
B)  We appreciate your interest in our company and wish you every success in your job search. 
C)  I am sorry to inform you that you were not selected for the position of food services management trainee. 
D)  Even though you were a top candidate for the position, we're sorry to say that someone else was selected. 
A)  Other candidates were much more experienced with the software that is used in our organization. 
B)  We appreciate your interest in our company and wish you every success in your job search. 
C)  I am sorry to inform you that you were not selected for the position of food services management trainee. 
D)  Even though you were a top candidate for the position, we're sorry to say that someone else was selected.

Question 9

Which of the following sentences uses the passive voice to present the bad news?

Accepted Answer

A)  We are unable to interview you for the medical billing clerk position at this time. 
B)  Although we were impressed with your application, we have no positions available at this time. 
C)  Although the medical billing clerk position has been filled, we wish you well in your job search. 
D)  We are not hiring at this time, even though we are impressed with your credentials. 
A)  We are unable to interview you for the medical billing clerk position at this time. 
B)  Although we were impressed with your application, we have no positions available at this time. 
C)  Although the medical billing clerk position has been filled, we wish you well in your job search. 
D)  We are not hiring at this time, even though we are impressed with your credentials.

Question 10

The reasons for refusing credit should always be clearly explained.

Accepted Answer

A) True 
 B)False

Question 11

Most companies try to resolve problems and control damage by first writing to the individual involved.

Accepted Answer

A) True 
 B)False

Question 12

What is the most accurate statement about negative workplace messages?

Accepted Answer

A)  Most businesses never experience situations that require delivering negative news. 
B)  Some businesses have to respond to complaints voiced on social network sites such as Facebook and Twitter. 
C)  Because negative messages are rare, they do not have to be written as carefully as other messages. 
D)  All of these choices are accurate. 
A)  Most businesses never experience situations that require delivering negative news. 
B)  Some businesses have to respond to complaints voiced on social network sites such as Facebook and Twitter. 
C)  Because negative messages are rare, they do not have to be written as carefully as other messages. 
D)  All of these choices are accurate.

Question 13

When should the indirect pattern be used to communicate negative news?

Accepted Answer

A)  Always 
B)  When the bad news will provoke a hostile reaction 
C)  When the receiver may overlook the bad news 
D)  When the bad news is expected 
A)  Always 
B)  When the bad news will provoke a hostile reaction 
C)  When the receiver may overlook the bad news 
D)  When the bad news is expected

Question 14

In handling problems with orders, use the direct strategy if the message has some good-news elements.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following is the best advice during Phase 1 of the writing process when delivering negative news?

Accepted Answer

A)  One of your first considerations should be how the message will affect your company. 
B)  To show sensitivity, you should always deliver bad news using the indirect method. 
C)  Delivering negative news in a letter on company stationery will be more impressive than in an e-mail. 
D)  All of these choices. 
A)  One of your first considerations should be how the message will affect your company. 
B)  To show sensitivity, you should always deliver bad news using the indirect method. 
C)  Delivering negative news in a letter on company stationery will be more impressive than in an e-mail. 
D)  All of these choices.

Question 16

The most effective statement in a bad-news letter declining an invitation to speak to a professional organization would be

Accepted Answer

A)  Although I'm already booked the night of your dinner, I would be happy to speak to your organization sometime next year. 
B)  I regret to inform you that I am unable to speak to your professional organization. 
C)  I'm not interested in addressing your professional organization. 
D)  Although I'm not authorized to tell you why, I can't speak at your dinner. 
A)  Although I'm already booked the night of your dinner, I would be happy to speak to your organization sometime next year. 
B)  I regret to inform you that I am unable to speak to your professional organization. 
C)  I'm not interested in addressing your professional organization. 
D)  Although I'm not authorized to tell you why, I can't speak at your dinner.

Question 17

The refusal statement in a negative-news message may be ____________________, rather than explicit, as long as the refusal is very clear to the reader.

Accepted Answer

The answer of The refusal statement in a negative-news message...

Question 18

What statement about delivering bad news within an organization is most accurate?

Accepted Answer

A)  A tactful tone is useful when communicating bad news within organizations. 
B)  Bad news within organizations should always be delivered using the direct organizational pattern. 
C)  Generally, bad news within organizations is better received when the reasons are given after the bad news. 
D)  Bad news within organizations should always be delivered in writing. 
A)  A tactful tone is useful when communicating bad news within organizations. 
B)  Bad news within organizations should always be delivered using the direct organizational pattern. 
C)  Generally, bad news within organizations is better received when the reasons are given after the bad news. 
D)  Bad news within organizations should always be delivered in writing.

Question 19

The ____________________ of a negative-news message should include a pleasant statement that promotes goodwill.

Accepted Answer

The answer of The ____________________ of a negative-news message should...

Question 20

David discovered that one of his employees has filed a fraudulent expense claim.What is the best advice for David to deliver the bad news to this employee tactfully, professionally, and safely?

Accepted Answer

A)  David should prepare and rehearse what he will say. 
B)  David should go alone to the meeting with the employee so that no one else knows about the episode. 
C)  David should meet with the employee on a Friday afternoon so that they can both go home right after. 
D)  David should do all of these. 
A)  David should prepare and rehearse what he will say. 
B)  David should go alone to the meeting with the employee so that no one else knows about the episode. 
C)  David should meet with the employee on a Friday afternoon so that they can both go home right after. 
D)  David should do all of these.

A negative-news message written in the indirect pattern should always begin with a buffer.

One reason that customers leave complaint messages on social networking sites such as Twitter is that they may receive faster responses to tweets than to customer service calls.

Business communicators should use the ____________________ organizational pattern to deliver bad news when the news will be personally upsetting.

The most important part of a bad-news letter is

When a problem occurs with a customer, it's best to wait a while before communicating with the customer to give him or her time to cool off.

In Latin countries, it is considered disrespectful and impolite to report bad news to superiors.

Molly makes an abusive statement about David.This language will not be actionable if

Which of the following is an appropriate statement when saying no to job applicants?

Which of the following sentences uses the passive voice to present the bad news?

The reasons for refusing credit should always be clearly explained.

Most companies try to resolve problems and control damage by first writing to the individual involved.

What is the most accurate statement about negative workplace messages?

When should the indirect pattern be used to communicate negative news?

In handling problems with orders, use the direct strategy if the message has some good-news elements.

Which of the following is the best advice during Phase 1 of the writing process when delivering negative news?

The most effective statement in a bad-news letter declining an invitation to speak to a professional organization would be

The refusal statement in a negative-news message may be ____________________, rather than explicit, as long as the refusal is very clear to the reader.

What statement about delivering bad news within an organization is most accurate?

The ____________________ of a negative-news message should include a pleasant statement that promotes goodwill.

David discovered that one of his employees has filed a fraudulent expense claim.What is the best advice for David to deliver the bad news to this employee tactfully, professionally, and safely?

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

A negative-news message written in the indirect pattern should always begin with a buffer.

One reason that customers leave complaint messages on social networking sites such as Twitter is that they may receive faster responses to tweets than to customer service calls.

Business communicators should use the ____________________ organizational pattern to deliver bad news when the news will be personally upsetting.

The most important part of a bad-news letter is

When a problem occurs with a customer, it's best to wait a while before communicating with the customer to give him or her time to cool off.

In Latin countries, it is considered disrespectful and impolite to report bad news to superiors.

Molly makes an abusive statement about David.This language will not be actionable if

Which of the following is an appropriate statement when saying no to job applicants?

Which of the following sentences uses the passive voice to present the bad news?

The reasons for refusing credit should always be clearly explained.

Most companies try to resolve problems and control damage by first writing to the individual involved.

What is the most accurate statement about negative workplace messages?

When should the indirect pattern be used to communicate negative news?

In handling problems with orders, use the direct strategy if the message has some good-news elements.

Which of the following is the best advice during Phase 1 of the writing process when delivering negative news?

The most effective statement in a bad-news letter declining an invitation to speak to a professional organization would be

The refusal statement in a negative-news message may be ____________________, rather than explicit, as long as the refusal is very clear to the reader.

What statement about delivering bad news within an organization is most accurate?

The ____________________ of a negative-news message should include a pleasant statement that promotes goodwill.

David discovered that one of his employees has filed a fraudulent expense claim.What is the best advice for David to deliver the bad news to this employee tactfully, professionally, and safely?

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