Question 1

Negative communications such as refusals,rejections,recalls,and apologies are difficult to compose.

Accepted Answer

A) True 
 B)False

Question 2

Alicia Watkins works at a fashion house in London and recently received an e-mail from a new client requesting for a discount on the 50 pieces of winter overcoats that they ordered.However,the company offers only a 20 percent discount on bulk orders of 200 pieces.Watkins knows that she can offer free delivery charges but cannot offer the discount the client is asking for.Which of the following would be the best way to offer a reason to support her refusal in the letter?

Accepted Answer

A)  "I cannot offer you a discount on the order because our company does not allow me to do so." 
B)  "I know it is an unreasonable rule to not offer discounts to new customers. But I am unable to help you because of company policy." 
C)  "Our company cannot offer this discount because of our financial constraints due to the economic slump in the market right now." 
D)  "Our company offers discounts only for orders of 200 pieces or more. However, we offer deliveries free of charge." 
E)  "I know it is a terrible decision by my manager to not offer this discount. I wish I could help you." 
A)  "I cannot offer you a discount on the order because our company does not allow me to do so." 
B)  "I know it is an unreasonable rule to not offer discounts to new customers. But I am unable to help you because of company policy." 
C)  "Our company cannot offer this discount because of our financial constraints due to the economic slump in the market right now." 
D)  "Our company offers discounts only for orders of 200 pieces or more. However, we offer deliveries free of charge." 
E)  "I know it is a terrible decision by my manager to not offer this discount. I wish I could help you."

Question 3

Identify secondary purposes of negative messages.

Accepted Answer

Two secondary purposes of negative messa

Question 4

When conveying bad news to a superior,one should recommend a way to deal with the problem.

Accepted Answer

A) True 
 B)False

Question 5

Grace Morrison works as a marketing executive at the Citizens Bank in China.She is organizing a marathon event for its customers and employees,the participation funds for which will be contributed toward homeless children in Beijing.However,the event is just a week away and the participation so far has been extremely low.This may cause the bank to cancel the event.She now needs to write to her manager about the update so that she can take an immediate decision on it.Which of the following would be the best subject line for Morrison's e-mail?

Accepted Answer

A)  Status of the Beijing Marathon Event 
B)  Low participation for Beijing Marathon Event 
C)  Update on the Beijing Marathon Event 
D)  Details: Beijing Marathon Event, 2011 
E)  Marathon Update for your Reference 
A)  Status of the Beijing Marathon Event 
B)  Low participation for Beijing Marathon Event 
C)  Update on the Beijing Marathon Event 
D)  Details: Beijing Marathon Event, 2011 
E)  Marathon Update for your Reference

Question 6

What are some key guidelines to follow while writing a claim?

Accepted Answer

When writing a claim or complaint,one sh

Question 7

April Burton who works at an art gallery in Paris recently worked on marketing their line of renaissance exhibits.The marketing strategies worked very well across the city and the gallery sold a large number of paintings during the month of the marketing campaign.Burton was asked by her manager last week to give a presentation to the board of directors on the marketing strategies she implemented.Though she initially agreed,due to a personal emergency,she now realizes that she cannot make it to the date of the presentation.Which of the following should she do to convey the negative message in the best manner possible to her manager?

Accepted Answer

A)  Let her manager know at the earliest that she will be unable to give the presentation 
B)  Ask her manager to postpone the date of presentation to another day 
C)  Ask if she can send her colleague who also worked on marketing the exhibits 
D)  Ask her manager for possible solutions to solve the problem and take action 
E)  Inconspicuously mention her unavailability to give the presentation 
A)  Let her manager know at the earliest that she will be unable to give the presentation 
B)  Ask her manager to postpone the date of presentation to another day 
C)  Ask if she can send her colleague who also worked on marketing the exhibits 
D)  Ask her manager for possible solutions to solve the problem and take action 
E)  Inconspicuously mention her unavailability to give the presentation

Question 8

It is important to double-check the words in a refusal in order to be sure that the reason stated does not backfire if it is applied to other contexts.

Accepted Answer

A) True 
 B)False

Question 9

Andrea works as a campaign manager at a non-profit organization.She and her team recently finished working on a project and she has noticed that Wanda,the communications executive in the team did not achieve any of her objectives in publicizing the campaign.On checking her previous performance appraisals,she realizes that Wanda has been an underperformer for several projects.Andrea,after her discussion with the human resource department,decides to fire Wanda.Which of the following would be the best way to convey the negative message to Wanda?

Accepted Answer

A)  Send Wanda an e-mail explaining her mistakes and ways to perform better 
B)  Send her an instant message briefly stating about her underperformance 
C)  Present the details about her performance ambiguously to avoid offending her 
D)  Deliver her performance appraisal in person instead of through e-mail or phone 
E)  Present the news in such a way that it comes as a surprise to Wanda 
A)  Send Wanda an e-mail explaining her mistakes and ways to perform better 
B)  Send her an instant message briefly stating about her underperformance 
C)  Present the details about her performance ambiguously to avoid offending her 
D)  Deliver her performance appraisal in person instead of through e-mail or phone 
E)  Present the news in such a way that it comes as a surprise to Wanda

Question 10

While giving an alternative in a negative message,one should give the audience all the information they need to act on it,but avoid taking necessary steps.

Accepted Answer

A) True 
 B)False

Question 11

What is the importance of tone in a negative message?

Accepted Answer

A tone is the implied attitude of the au

Question 12

Which of the following should be undertaken while providing refusals in a message?

Accepted Answer

A)  Deemphasize the refusal by placing it in a different paragraph from that of the reason 
B)  Ensure the implication is ambiguous so that the reader is not easily offended 
C)  Ensure that another message need not be written to convey the same message again 
D)  Emphasize the refusal by putting it in a separate paragraph by itself 
E)  Present both strong and weak reasons to a refusal and let the audience choose from them 
A)  Deemphasize the refusal by placing it in a different paragraph from that of the reason 
B)  Ensure the implication is ambiguous so that the reader is not easily offended 
C)  Ensure that another message need not be written to convey the same message again 
D)  Emphasize the refusal by putting it in a separate paragraph by itself 
E)  Present both strong and weak reasons to a refusal and let the audience choose from them

Question 13

While creating messages regarding layoffs and firings,it is good to state the reasons in a way that is clear but does not expose the organization to legal liabilities.

Accepted Answer

A) True 
 B)False

Question 14

In a negative message,it is best to deemphasize the refusal by placing it in a paragraph by itself.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following guidelines should be followed while writing rejections and refusals?

Accepted Answer

A)  Avoid providing an alternative because it tends to shift focus from the refusal 
B)  Make the message short and aggressive in order for the reader to take it seriously 
C)  Double-check the words to ensure the message means different things in different situations 
D)  Use one's knowledge of the organization's culture for messages within the organization 
E)  Avoid using knowledge about the specific individual while crafting the message 
A)  Avoid providing an alternative because it tends to shift focus from the refusal 
B)  Make the message short and aggressive in order for the reader to take it seriously 
C)  Double-check the words to ensure the message means different things in different situations 
D)  Use one's knowledge of the organization's culture for messages within the organization 
E)  Avoid using knowledge about the specific individual while crafting the message

Question 16

Which of the following factors influence an audience's reaction to a negative message?

Accepted Answer

A)  Does the organization treat people well? 
B)  What is the company's revenue in the current year? 
C)  How large is the company's workforce? 
D)  Is the company a part of the fortune 500? 
E)  What is the financial history of the company? 
A)  Does the organization treat people well? 
B)  What is the company's revenue in the current year? 
C)  How large is the company's workforce? 
D)  Is the company a part of the fortune 500? 
E)  What is the financial history of the company?

Question 17

When is it appropriate to apologize in a negative message?

Accepted Answer

Not all negative messages need to includ

Question 18

Which of the following is a primary purpose of a negative message?

Accepted Answer

A)  To convey a piece of bad news to the audience 
B)  To maintain a good image of the communicator 
C)  To reduce further communication on the same subject 
D)  To retain a good image of the communicator's organization 
E)  To establish additional correspondence on the same issue 
A)  To convey a piece of bad news to the audience 
B)  To maintain a good image of the communicator 
C)  To reduce further communication on the same subject 
D)  To retain a good image of the communicator's organization 
E)  To establish additional correspondence on the same issue

Question 19

Which of the following is an example of a negative message?

Accepted Answer

A)  Fundraising brochure 
B)  Product recalls 
C)  Job offer letter 
D)  Approval letter 
E)  Rack card 
A)  Fundraising brochure 
B)  Product recalls 
C)  Job offer letter 
D)  Approval letter 
E)  Rack card

Question 20

Which of the following should be undertaken while providing alternatives in a negative message?

Accepted Answer

A)  Implement alternatives stated in the message to solve the problem 
B)  Provide only limited information to the audience to act on it 
C)  Limit the audience's psychological freedom to refuse the alternative 
D)  Allow the audience to decide whether they want the alternative 
E)  Avoid mentioning a good alternative in the ending of a message 
A)  Implement alternatives stated in the message to solve the problem 
B)  Provide only limited information to the audience to act on it 
C)  Limit the audience's psychological freedom to refuse the alternative 
D)  Allow the audience to decide whether they want the alternative 
E)  Avoid mentioning a good alternative in the ending of a message

Negative communications such as refusals,rejections,recalls,and apologies are difficult to compose.

Identify secondary purposes of negative messages.

When conveying bad news to a superior,one should recommend a way to deal with the problem.

What are some key guidelines to follow while writing a claim?

It is important to double-check the words in a refusal in order to be sure that the reason stated does not backfire if it is applied to other contexts.

While giving an alternative in a negative message,one should give the audience all the information they need to act on it,but avoid taking necessary steps.

What is the importance of tone in a negative message?

Which of the following should be undertaken while providing refusals in a message?

While creating messages regarding layoffs and firings,it is good to state the reasons in a way that is clear but does not expose the organization to legal liabilities.

In a negative message,it is best to deemphasize the refusal by placing it in a paragraph by itself.

Which of the following guidelines should be followed while writing rejections and refusals?

Which of the following factors influence an audience's reaction to a negative message?

When is it appropriate to apologize in a negative message?

Which of the following is a primary purpose of a negative message?

Which of the following is an example of a negative message?

Which of the following should be undertaken while providing alternatives in a negative message?

Succeeding in Business Communication

Adapting Your Message to Your Audience

Building Goodwill

Navigating the Business Communication Environment

Planning, Composing, and Revising

Designing Documents

Communicating Across Cultures

Working and Writing in Teams

Sharing Informative and Positive Messages With Appropriate Technology

Crafting Persuasive Messages

Building Resumes

Writing Job Application Letters

Interviewing, writing Follow-Up Messages, and Succeeding in the Job

Planning and Researching Proposals and Reports

Creating Visuals and Data Displays

Writing Proposals and Progress Reports

Analysing Information and Writing Reports

Making Oral Presentations

Filters

Exam 10: Delivering Negative Messages

Negative communications such as refusals,rejections,recalls,and apologies are difficult to compose.

Identify secondary purposes of negative messages.

When conveying bad news to a superior,one should recommend a way to deal with the problem.

What are some key guidelines to follow while writing a claim?

It is important to double-check the words in a refusal in order to be sure that the reason stated does not backfire if it is applied to other contexts.

While giving an alternative in a negative message,one should give the audience all the information they need to act on it,but avoid taking necessary steps.

What is the importance of tone in a negative message?

Which of the following should be undertaken while providing refusals in a message?

While creating messages regarding layoffs and firings,it is good to state the reasons in a way that is clear but does not expose the organization to legal liabilities.

In a negative message,it is best to deemphasize the refusal by placing it in a paragraph by itself.

Which of the following guidelines should be followed while writing rejections and refusals?

Which of the following factors influence an audience's reaction to a negative message?

When is it appropriate to apologize in a negative message?

Which of the following is a primary purpose of a negative message?

Which of the following is an example of a negative message?

Which of the following should be undertaken while providing alternatives in a negative message?

Succeeding in Business Communication

Adapting Your Message to Your Audience

Building Goodwill

Navigating the Business Communication Environment

Planning, Composing, and Revising

Designing Documents

Communicating Across Cultures

Working and Writing in Teams

Sharing Informative and Positive Messages With Appropriate Technology

Crafting Persuasive Messages

Building Resumes

Writing Job Application Letters

Interviewing, writing Follow-Up Messages, and Succeeding in the Job

Planning and Researching Proposals and Reports

Creating Visuals and Data Displays

Writing Proposals and Progress Reports

Analysing Information and Writing Reports

Making Oral Presentations

Filters