Question 1

Use the indirect approach in most cases of refusing a claim.

Accepted Answer

A) True 
 B)False

Question 2

When implying bad news _____________

Accepted Answer

A) be sure your audience understands the entire message,including the bad news. 
B) overemphasize the positive. 
C) be direct,using words like "can't" and "unable." 
D) apologize first,and then state your reasons for the rejection or denial. 
A) be sure your audience understands the entire message,including the bad news. 
B) overemphasize the positive. 
C) be direct,using words like "can't" and "unable." 
D) apologize first,and then state your reasons for the rejection or denial.

Question 3

You would use the direct approach for bad-news messages when the message has little or no personal impact on the audience.

Accepted Answer

A) True 
 B)False

Question 4

In a bad-news message,the reasons for the decision _____________

Accepted Answer

A) are so obvious that you don't need to mention them. 
B) come directly after the buffer and follow naturally from it. 
C) are glossed over quickly. 
D) are long and roundabout to cushion the negative aspects. 
A) are so obvious that you don't need to mention them. 
B) come directly after the buffer and follow naturally from it. 
C) are glossed over quickly. 
D) are long and roundabout to cushion the negative aspects.

Question 5

The direct approach is never used for bad-news messages.

Accepted Answer

A) True 
 B)False

Question 6

When refusing a routine request,it's a good idea to imply that other assistance or information might be available,even if it isn't,in an attempt to calm the customer.

Accepted Answer

A) True 
 B)False

Question 7

What are the five main goals when delivering bad news?

Accepted Answer

In any bad-news message,your main goals

Question 8

Following the indirect approach,the bad news comes _____________

Accepted Answer

A) immediately after the buffer. 
B) immediately before the reasons. 
C) immediately after the reasons. 
D) at the very end. 
A) immediately after the buffer. 
B) immediately before the reasons. 
C) immediately after the reasons. 
D) at the very end.

Question 9

It's best to end a bad-news message on a positive note.

Accepted Answer

A) True 
 B)False

Question 10

In the close to a bad-news message,you repeat the bad news.

Accepted Answer

A) True 
 B)False

Question 11

When delivering bad news,wording such as "We must turn down," "Much as I would like to," and "We cannot afford to" _____________

Accepted Answer

A) soften the blow by drawing attention away from reader and onto the sender. 
B) will impress the reader as being straightforward and forceful. 
C) is likely to cause pain and anger in the reader. 
D) is unavoidable. 
A) soften the blow by drawing attention away from reader and onto the sender. 
B) will impress the reader as being straightforward and forceful. 
C) is likely to cause pain and anger in the reader. 
D) is unavoidable.

Question 12

What is a "buffer," and what function does it serve in negative messages?

Accepted Answer

A buffer is a neutral,noncontroversial s

Question 13

List three techniques for de-emphasizing bad news.

Accepted Answer

Three methods for de-emphasizing bad new

Question 14

You are faced with informing your supervisor about massive production delays.Company policy dictates that you must provide this information in writing.What questions should you consider when deciding between the direct and indirect approaches for your message?

Accepted Answer

(1)Will the bad news come as a shock to

Question 15

What are the two benefits of stating the bad news at the beginning of a negative message?

Accepted Answer

Stating the bad news at the be

Question 16

The point of using the indirect approach is to _____________

Accepted Answer

A) keep readers in the dark about the bad news. 
B) keep your company's best interests foremost. 
C) ease the blow and help readers accept the situation. 
D) save face for your company. 
A) keep readers in the dark about the bad news. 
B) keep your company's best interests foremost. 
C) ease the blow and help readers accept the situation. 
D) save face for your company.

Question 17

When refusing adjustments of claims,use the direct approach in most cases.

Accepted Answer

A) True 
 B)False

Question 18

When you are refusing a request for information,you _____________

Accepted Answer

A) always use the direct approach. 
B) invoke company policy if that is a possible out. 
C) don't need to invest as much time and effort as you would for other kinds of bad-news messages. 
D) use the indirect approach when the stakes are high. 
A) always use the direct approach. 
B) invoke company policy if that is a possible out. 
C) don't need to invest as much time and effort as you would for other kinds of bad-news messages. 
D) use the indirect approach when the stakes are high.

Question 19

Use the direct approach with a bad-news message if _____________

Accepted Answer

A) the message will have a great deal of personal impact on members of the audience. 
B) the reader prefers short messages. 
C) an order is unfillable or portions of it must be back-ordered. 
D) you are refusing to make an adjustment on a claim. 
A) the message will have a great deal of personal impact on members of the audience. 
B) the reader prefers short messages. 
C) an order is unfillable or portions of it must be back-ordered. 
D) you are refusing to make an adjustment on a claim.

Question 20

Withholding negative information or overemphasizing positive information is unethical and in some cases,illegal.

Accepted Answer

The answer of Withholding negative information or overemphasizing positive information...

Use the indirect approach in most cases of refusing a claim.

When implying bad news _____________

You would use the direct approach for bad-news messages when the message has little or no personal impact on the audience.

In a bad-news message,the reasons for the decision _____________

The direct approach is never used for bad-news messages.

When refusing a routine request,it's a good idea to imply that other assistance or information might be available,even if it isn't,in an attempt to calm the customer.

What are the five main goals when delivering bad news?

Following the indirect approach,the bad news comes _____________

It's best to end a bad-news message on a positive note.

In the close to a bad-news message,you repeat the bad news.

When delivering bad news,wording such as "We must turn down," "Much as I would like to," and "We cannot afford to" _____________

What is a "buffer," and what function does it serve in negative messages?

List three techniques for de-emphasizing bad news.

You are faced with informing your supervisor about massive production delays.Company policy dictates that you must provide this information in writing.What questions should you consider when deciding between the direct and indirect approaches for your message?

What are the two benefits of stating the bad news at the beginning of a negative message?

The point of using the indirect approach is to _____________

When refusing adjustments of claims,use the direct approach in most cases.

When you are refusing a request for information,you _____________

Use the direct approach with a bad-news message if _____________

Withholding negative information or overemphasizing positive information is unethical and in some cases,illegal.

Achieving Success Through Effective Business Communication

Communicating in Teams and Mastering Listening and Nonverbal Communication Skills

Communicating Interculturally

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

Writing Routine and Positive Messages

Writing Persuasive Messages

Planning Reports and Proposals

Writing Reports and Proposals

Completing Reports and Proposals

Designing and Delivering Oral and Online Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

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Exam 9: Writing Negative Messages

Use the indirect approach in most cases of refusing a claim.

When implying bad news _____________

You would use the direct approach for bad-news messages when the message has little or no personal impact on the audience.

In a bad-news message,the reasons for the decision _____________

The direct approach is never used for bad-news messages.

When refusing a routine request,it's a good idea to imply that other assistance or information might be available,even if it isn't,in an attempt to calm the customer.

What are the five main goals when delivering bad news?

Following the indirect approach,the bad news comes _____________

It's best to end a bad-news message on a positive note.

In the close to a bad-news message,you repeat the bad news.

When delivering bad news,wording such as "We must turn down," "Much as I would like to," and "We cannot afford to" _____________

What is a "buffer," and what function does it serve in negative messages?

List three techniques for de-emphasizing bad news.

You are faced with informing your supervisor about massive production delays.Company policy dictates that you must provide this information in writing.What questions should you consider when deciding between the direct and indirect approaches for your message?

What are the two benefits of stating the bad news at the beginning of a negative message?

The point of using the indirect approach is to _____________

When refusing adjustments of claims,use the direct approach in most cases.

When you are refusing a request for information,you _____________

Use the direct approach with a bad-news message if _____________

Withholding negative information or overemphasizing positive information is unethical and in some cases,illegal.

Achieving Success Through Effective Business Communication

Communicating in Teams and Mastering Listening and Nonverbal Communication Skills

Communicating Interculturally

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

Writing Routine and Positive Messages

Writing Persuasive Messages

Planning Reports and Proposals

Writing Reports and Proposals

Completing Reports and Proposals

Designing and Delivering Oral and Online Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Filters