Question 1

You can help establish the right tone in a negative message by using positive words rather than negative,counterproductive ones.

Accepted Answer

A) True 
 B)False

Question 2

When writing an employment termination letter,you should

Accepted Answer

A) include words that are open to interpretation. 
B) clearly present the reasons for the action. 
C) not be concerned with trying to preserve a good relationship with the employee. 
D) make clear to the employee that you have carefully researched relevant employment laws. 
E) include contact information for the legal department. 
A) include words that are open to interpretation. 
B) clearly present the reasons for the action. 
C) not be concerned with trying to preserve a good relationship with the employee. 
D) make clear to the employee that you have carefully researched relevant employment laws. 
E) include contact information for the legal department.

Question 3

The buffer of a negative message

Accepted Answer

A) should be neutral and noncontroversial. 
B) implicitly says no. 
C) is a form of apology. 
D) should be very vague about the subject of the message. 
E) allows you to indicate fault before stating the bad news. 
A) should be neutral and noncontroversial. 
B) implicitly says no. 
C) is a form of apology. 
D) should be very vague about the subject of the message. 
E) allows you to indicate fault before stating the bad news.

Question 4

What are your five main goals when delivering bad news?

Accepted Answer

In any negative message,your main goals

Question 5

To avoid awkward situations,it is best to deliver bad news for employees in writing whenever possible.

Accepted Answer

A) True 
 B)False

Question 6

When you're appraising employee performance,________ to support any decisions that need to be made about pay,promotions,or termination.

Accepted Answer

A) write down your frustrations 
B) document performance problems 
C) evaluate each employee differently 
D) focus on each employee's faults and shortcomings 
E) compare each employee to coworkers 
A) write down your frustrations 
B) document performance problems 
C) evaluate each employee differently 
D) focus on each employee's faults and shortcomings 
E) compare each employee to coworkers

Question 7

When you must deliver bad news in the workplace,remember that

Accepted Answer

A) you should de-emphasize the news at all costs. 
B) your feelings,as well as the feelings of anyone who receives the message,are irrelevant. 
C) delaying,downplaying,or distorting the news may be unethical or illegal. 
D) internal and external audiences will react to the news in the same way. 
E) it is often easiest for the receiver if the news is delayed. 
A) you should de-emphasize the news at all costs. 
B) your feelings,as well as the feelings of anyone who receives the message,are irrelevant. 
C) delaying,downplaying,or distorting the news may be unethical or illegal. 
D) internal and external audiences will react to the news in the same way. 
E) it is often easiest for the receiver if the news is delayed.

Question 8

When you're closing a message about an error that your company made,explaining the steps being taken to avoid similar mistakes in the future

Accepted Answer

A) is a bad idea,since it distracts attention from the main idea. 
B) is helpful,even when those steps are not likely to make a difference. 
C) should always be avoided since it acknowledges guilt. 
D) can underscore the sincerity of an apology. 
E) will usually result in skepticism among your peers. 
A) is a bad idea,since it distracts attention from the main idea. 
B) is helpful,even when those steps are not likely to make a difference. 
C) should always be avoided since it acknowledges guilt. 
D) can underscore the sincerity of an apology. 
E) will usually result in skepticism among your peers.

Question 9

Performance reviews in the workplace are designed to

Accepted Answer

A) limit job requirements. 
B) give employees negative feedback on their performance. 
C) promote personal action plans for improving performance. 
D) offer incentives and salary increases. 
E) keep job descriptions up to date. 
A) limit job requirements. 
B) give employees negative feedback on their performance. 
C) promote personal action plans for improving performance. 
D) offer incentives and salary increases. 
E) keep job descriptions up to date.

Question 10

Using the direct approach for negative messages

Accepted Answer

A) makes a shorter message possible. 
B) is rude and unprofessional. 
C) is always preferable when communicating internally. 
D) means you end with a statement of your main idea. 
E) requires more time for your audience to understand. 
A) makes a shorter message possible. 
B) is rude and unprofessional. 
C) is always preferable when communicating internally. 
D) means you end with a statement of your main idea. 
E) requires more time for your audience to understand.

Question 11

Offering discounts on future purchases,free merchandise,or other considerations in negative messages about business transactions

Accepted Answer

A) is almost always viewed as a hollow,insincere gesture. 
B) should be avoided since it acknowledges guilt. 
C) is a good idea only when dealing with government contracts. 
D) has been shown to worsen relationships rather than repair them. 
E) can go a long way to rebuilding a customer's confidence in your company. 
A) is almost always viewed as a hollow,insincere gesture. 
B) should be avoided since it acknowledges guilt. 
C) is a good idea only when dealing with government contracts. 
D) has been shown to worsen relationships rather than repair them. 
E) can go a long way to rebuilding a customer's confidence in your company.

Question 12

List three techniques for deemphasizing bad news.

Accepted Answer

Three methods for deemphasizing bad news

Question 13

Which of the following can help you handle requests for recommendations in a social networking environment?

Accepted Answer

A) responding to a request from someone you don't know 
B) writing a recommendation for anyone 
C) writing as much or as little as you're comfortable with sharing about the person 
D) writing only positive information on everyone 
E) asking the person to write the letter,and offer your approval 
A) responding to a request from someone you don't know 
B) writing a recommendation for anyone 
C) writing as much or as little as you're comfortable with sharing about the person 
D) writing only positive information on everyone 
E) asking the person to write the letter,and offer your approval

Question 14

When you need to inform employees that a benefit or privilege will be eliminated,

Accepted Answer

A) the best approach is to leak the news as a rumor rather than make a public announcement. 
B) minimize the impact of the bad news by presenting it in as positive a light as possible. 
C) use the direct approach. 
D) use as many hedging words as possible. 
E) explain the decision is in the employee's best interest. 
A) the best approach is to leak the news as a rumor rather than make a public announcement. 
B) minimize the impact of the bad news by presenting it in as positive a light as possible. 
C) use the direct approach. 
D) use as many hedging words as possible. 
E) explain the decision is in the employee's best interest.

Question 15

Consider the following statements.Which one of them is phrased in a negative way?

Accepted Answer

A) Please clarify your request. 
B) Your copier will be repaired next week. 
C) Your payment is late. 
D) Thank you for sharing your concerns about your shopping experience. 
E) Please verify the enclosed statement and provide a correct copy. 
A) Please clarify your request. 
B) Your copier will be repaired next week. 
C) Your payment is late. 
D) Thank you for sharing your concerns about your shopping experience. 
E) Please verify the enclosed statement and provide a correct copy.

Question 16

When making negative announcements about routine business matters,

Accepted Answer

A) the direct approach is generally best. 
B) the indirect approach is best in most cases. 
C) it is best to combine the direct and indirect approaches. 
D) there is no need to close on a positive note. 
E) using a buffer is not acceptable. 
A) the direct approach is generally best. 
B) the indirect approach is best in most cases. 
C) it is best to combine the direct and indirect approaches. 
D) there is no need to close on a positive note. 
E) using a buffer is not acceptable.

Question 17

Suppose you're a manager who has to write performance reviews.What can you do to help you prepare for writing a review that includes negative information?

Accepted Answer

If you need to write a review that inclu

Question 18

Which of the following is not a goal when communicating negative information?

Accepted Answer

A) to convey the bad news 
B) to gain acceptance for the bad news 
C) to minimize damage to goodwill as much as possible 
D) to maintain a good image for the organization 
E) to reduce or eliminate the need for future correspondence on the matter 
A) to convey the bad news 
B) to gain acceptance for the bad news 
C) to minimize damage to goodwill as much as possible 
D) to maintain a good image for the organization 
E) to reduce or eliminate the need for future correspondence on the matter

Question 19

Writing an effective performance review requires

Accepted Answer

A) evaluating all employees consistently. 
B) knowing all employees will react negatively to criticism. 
C) following the job description. 
D) a focus on improvement,not on what the employee does well. 
E) a focus on what the employee does well,minimizing potential areas of improvement. 
A) evaluating all employees consistently. 
B) knowing all employees will react negatively to criticism. 
C) following the job description. 
D) a focus on improvement,not on what the employee does well. 
E) a focus on what the employee does well,minimizing potential areas of improvement.

Question 20

If you choose to apologize in a negative message,you should

Accepted Answer

A) phrase the apology in a conditional manner ("If I have offended anyone ..."). 
B) imply that not all of the blame lies with you or your company. 
C) be sincere and make it a true apology. 
D) always demonstrate sincerity,but never accept blame. 
E) always urge the reader to avoid legal action. 
A) phrase the apology in a conditional manner ("If I have offended anyone ..."). 
B) imply that not all of the blame lies with you or your company. 
C) be sincere and make it a true apology. 
D) always demonstrate sincerity,but never accept blame. 
E) always urge the reader to avoid legal action.

You can help establish the right tone in a negative message by using positive words rather than negative,counterproductive ones.

When writing an employment termination letter,you should

The buffer of a negative message

What are your five main goals when delivering bad news?

To avoid awkward situations,it is best to deliver bad news for employees in writing whenever possible.

When you're appraising employee performance,________ to support any decisions that need to be made about pay,promotions,or termination.

When you must deliver bad news in the workplace,remember that

When you're closing a message about an error that your company made,explaining the steps being taken to avoid similar mistakes in the future

Performance reviews in the workplace are designed to

Using the direct approach for negative messages

Offering discounts on future purchases,free merchandise,or other considerations in negative messages about business transactions

List three techniques for deemphasizing bad news.

Which of the following can help you handle requests for recommendations in a social networking environment?

When you need to inform employees that a benefit or privilege will be eliminated,

Consider the following statements.Which one of them is phrased in a negative way?

When making negative announcements about routine business matters,

Suppose you're a manager who has to write performance reviews.What can you do to help you prepare for writing a review that includes negative information?

Which of the following is not a goal when communicating negative information?

Writing an effective performance review requires

If you choose to apologize in a negative message,you should

Professional Communication in a Digital, social, mobile World

Collaboration, interpersonal Communication, and Business Etiquette

Communication Challenges in a Diverse, global Marketplace

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Digital Channels

Writing Routine and Positive Messages

Writing Persuasive Messages

Planning Reports and Proposals

Writing Reports and Proposals

Completing Reports and Proposals

Developing and Delivering Business Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Handbook of Grammar, mechanics, and Usage

Filters

Exam 9: Writing Negative Messages

You can help establish the right tone in a negative message by using positive words rather than negative,counterproductive ones.

When writing an employment termination letter,you should

The buffer of a negative message

What are your five main goals when delivering bad news?

To avoid awkward situations,it is best to deliver bad news for employees in writing whenever possible.

When you're appraising employee performance,________ to support any decisions that need to be made about pay,promotions,or termination.

When you must deliver bad news in the workplace,remember that

When you're closing a message about an error that your company made,explaining the steps being taken to avoid similar mistakes in the future

Performance reviews in the workplace are designed to

Using the direct approach for negative messages

Offering discounts on future purchases,free merchandise,or other considerations in negative messages about business transactions

List three techniques for deemphasizing bad news.

Which of the following can help you handle requests for recommendations in a social networking environment?

When you need to inform employees that a benefit or privilege will be eliminated,

Consider the following statements.Which one of them is phrased in a negative way?

When making negative announcements about routine business matters,

Suppose you're a manager who has to write performance reviews.What can you do to help you prepare for writing a review that includes negative information?

Which of the following is not a goal when communicating negative information?

Writing an effective performance review requires

If you choose to apologize in a negative message,you should

Professional Communication in a Digital, social, mobile World

Collaboration, interpersonal Communication, and Business Etiquette

Communication Challenges in a Diverse, global Marketplace

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Digital Channels

Writing Routine and Positive Messages

Writing Persuasive Messages

Planning Reports and Proposals

Writing Reports and Proposals

Completing Reports and Proposals

Developing and Delivering Business Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Handbook of Grammar, mechanics, and Usage

Filters