Deck 8: Composing Informative and Positive Messages

Question 1

The best buffers begin with interesting material that is new to your reader.

Answer 1

False

Question 2

Subject lines in negative messages should focus on the reasons you must say "no".

Answer 2

False

Question 3

The best endings to negative messages focus on the future.

Answer 3

True

Question 4

One of the purposes of a negative message is to close the door on the subject.

Question 5

A generalized goodwill is appropriate when the writer does not know the reader well.

Question 6

Allow readers to decide whether or not to try the alternative you offer.

Question 7

When you must give bad news in a memo to a superior,also recommend a way to deal with the problem.

Question 8

A buffer is a neutral or positive statement that allows you to delay the negative.

Question 9

If you do not have a good reason for saying no,at least use a weak one.

Question 10

Refusal letters to people outside your organization should _____ to build goodwill.

A)be indirect
B)have an apologetic tone
C)ask for inputs
D)be direct

Question 11

Which of the following is a secondary purpose of negative messages?

A)To have the reader accept the message
B)To have the reader read and understand the message
C)To make the readers feel that the writer's decision is fair and reasonable
D)To maintain as much goodwill as possible

Question 12

De-emphasize a refusal by putting it in the same paragraph as the reason for it.

Question 13

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

A)To make readers feel that they have been taken seriously
B)To maintain as much goodwill as possible
C)To build a good image of the writer's organization
D)To build a good image of the writer

Question 14

When you have to refuse a request to someone within the organization,it may be appropriate to soften the blow by:

A)criticizing company policy.
B)limiting the message to no more than three lines.
C)apologizing.
D)quoting a company slogan.

Question 15

When providing the reason for refusal,it is advisable to simply state "company policy".

Question 16

If you do not have a good reason for the refusal,you should omit the reason rather than use a weak one.

Question 17

A product recall notice is an example of an informative and positive message.

Question 18

A buffer:

A)is easy to write.
B)does provide a natural transition to the body of the letter.
C)allows you to delay the negative.
D)should be used only if the reader "won't take no for an answer".

Question 19

Since buffers are easy to write,you should include one in every negative message.

Question 20

Bad news memos to superiors should be organized differently than bad news memos to peers and subordinates.

Question 21

In which of the following situations would it NOT be appropriate to use a buffer?

A)The reader is from a culture that believes it is okay to say "no".
B)The reader will read the message with interest.
C)The reader trusts the writer.
D)The reader prefers "bottom-line-first messages".

Question 22

Indicate the MOST appropriate ending to a letter of refusal.

A)Regrettably,you are the only customer who has had this problem so far.
B)Please call me at 902-832-9718 for further information about the choices that are available to you.
C)We are sorry we cannot accommodate your unusual request.
D)I wish I could accommodate your request,but company policy prevents me from doing so.

Question 23

How should you conclude a negative message to your superior?

A)Apologize for the problem.
B)Express confidence in the superior's decision-making abilities.
C)Recommend a solution.
D)Thank the manager for being patient.

Question 24

When delivering bad news,a negative subject line:

A)should focus on the problems.
B)is always very important.
C)can be omitted.
D)is usually ignored by readers.

Question 25

Which of the following would make an effective buffer?

A)A cheery,informal greeting
B)A direct apology
C)An irrelevant piece of good news
D)A reference to an enclosed document

Question 26

Which of the following features helps in delivering a bad news effectively?

A)Being polite and courteous
B)Direct refusals
C)Use of buffers
D)Lengthening the message

Question 27

You have four reasons for saying "no".Two of them are very strong reasons,one has a tiny loophole,and one is very weak.In your message you should:

A)give only one of the strong reasons.
B)include all four reasons.
C)use only the two strong reasons.
D)omit the very weak reason and use the other three.

Question 28

Your client asks you to act as his real estate agent in an out-of-province transaction.None of the agents in your local office are licensed yet for any another province.You write a letter to your client declining to act as his agent.Which reason would you include?

A)Each province has its own laws about buying and selling property.
B)Company policy does not permit us to act as your agent in another province.
C)We are not able to represent your interests at this time.
D)You cannot use our agents for out-of-province transactions.

Question 29

Which of the following is the BEST refusal?

A)Our insurance policy does not allow terms shorter than six months.
B)Creating insurance policy terms for less than six months is not possible because we like to maintain a long-term relationship with our clients.
C)You cannot get insurance for just one month.
D)The shortest term for an insurance policy is six months.

Question 30

In which of the following situations would it NOT be appropriate to use a buffer?

A)The reader trusts the writer.
B)The reader is from a culture that believes it is okay to say "no".
C)The reader will not take "no" for an answer.
D)The reader will read the message with interest.

Question 31

In a negative message to your superior,what should you do right after you tell him how a thing went wrong?

A)Describe the options for fixing the problem.
B)Ask for input or action.
C)Describe the problem
D)Apologize for the problem.

Question 32

Which of the following is a part of planning a negative message?

A)Checklist for negative messages
B)Answer the PAIBOC questions
C)Ask for feedback
D)Initial memo

Question 33

In a negative message to your superior,what should you do right after you describe the problem?

A)Ask for input or action.
B)Describe the options for fixing the problem.
C)Tell him how the problem arose.
D)Apologize for the problem.

Question 34

In a negative message to your subordinate,what should you do after you describe the problem?

A)Present an alternative or compromise.
B)Resolve the problem on your own.
C)Ask for input or action.
D)Tell him how the problem arose.

Question 35

How should you begin a negative message to your superior?

A)Ask for input or action.
B)Tell him how the problem arose.
C)Describe the options for fixing the problem.
D)Describe the problem.

Question 36

How should you conclude a negative message to your subordinate?

A)Ask the subordinate to be patient.
B)Ask for the cause of the problem.
C)Express confidence in the subordinate's skills and abilities.
D)Ask for input or action.

Question 37

How should you begin a negative message to your subordinate?

A)Describe the options for fixing the problem.
B)Ask for input or action.
C)Tell him how the problem arose.
D)Describe the problem.

Question 38

Psychological reactance can be prevented by:

A)limiting the reader's freedom.
B)providing the readers an alternative that doesn't hurt you.
C)agreeing with the reader.
D)blaming the company's policies.

Question 39

In which of the following situations would it be MOST appropriate to use a buffer?

A)The reader is from a culture that believes it is rude to say "no".
B)The reader might ignore a letter with a bland first paragraph.
C)The reader will not take "no" for an answer.
D)The reader is suspicious of the writer.

Question 40

In which of the following situations would it NOT be appropriate to use a buffer?

A)If the reader or the organization prefers "bottom-line-last messages"
B)If the reader might ignore a letter with a bland first paragraph
C)If the reader is from a culture that believes it is okay to say "no"
D)If the reader trusts the writer

Question 41

List the five questions to consider about the context of a negative message to peers or subordinates.

Question 42

List and explain the pattern of organization typically used for negative letters to customers and others outside your organization.

Question 43

List in order the four parts of the organizational pattern for giving bad news to superiors.

Question 44

List the strategic writing pattern that helps maintain goodwill.

Question 45

Explain and give an example of how providing too many reasons or too much detail in a negative message can have ethical or legal implications.