Question 1

If the stakes are high for you or your receiver,use a(n) ________ to deliver negative information.

Accepted Answer

A)  intuitive approach
B)  irregular approach
C)  indirect approach
D)  direct approach
E)  persuasive approach

Question 2

When terminating an employee,which of the following should be included in the message?

Accepted Answer

A)  Clear reasons for the action
B)  A statement of what could have been done to avoid the action
C)  Contact information if the employee needs to discuss the action further
D)  An indication of what can be done to be reinstated
E)  A clear expression of thanks for the employee's dedication and service

Question 3

Provide at least five guidelines to observe when making negative organizational announcements.

Accepted Answer

(1)Match your approach to the situation-...

Question 4

Emotions often run high when negative messages are involved for both the sender and the receiver which makes high standards of ethics and etiquette important.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is one of the five goals of communicating negative information?

Accepted Answer

A)  Offer the opportunity to discuss the issue further
B)  Reduce the need for future correspondence on the matter,if appropriate
C)  Offer alternatives to the bad news
D)  Let the audience assume the bad news
E)  End all opportunities for communication with the audience

Question 6

Briefly describe the elements of a negative message that uses the indirect approach.

Accepted Answer

Begin with a buffer (a neutral statement...

Question 7

If you must give an employee a negative performance review

Accepted Answer

A)  do so by email or fax.
B)  support your claims with careful documentation.
C)  limit your discussion to the areas where the employee needs improvement.
D)  avoid suggestions for improvement.
E)  ask the employee how they plan to correct the problems.

Question 8

Which of the following statements does the best job of delivering bad news clearly and kindly?

Accepted Answer

A)  I am sorry to have to tell you that we rejected your application.
B)  Because you do not have the experience we clearly listed in the job posting,we cannot offer you the position.
C)  There were many highly qualified applicants and the chosen candidate already has a CPA license.
D)  Several other applicants were far more qualified for the position than you were,so we cannot offer you the job.
E)  We have already offered the position to a more qualified candidate.

Question 9

When you're writing a negative message,use ________ to take some of the sting out of the bad news and to help your reader accept the message and move forward.

Accepted Answer

A)  facts and figures
B)  clarity and sensitivity
C)  subtlety and innuendo
D)  blame and leverage
E)  company policy

Question 10

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)  focus only on the most recent activities of the employee

Question 11

Discuss questions that should be thought through when determining if negative information should be shared in an indirect or direct format.

Accepted Answer

To help decide which approach to take in...

Question 12

Use the ________ to deliver bad news,if you have to get the reader's attention immediately.

Accepted Answer

A)  dialectic approach
B)  bidirectional approach
C)  direct approach
D)  indirect approach
E)  persuasive approach

Question 13

Which of the following should be verified before terminating an employee?

Accepted Answer

A)  The employee was warned that termination was going to happen
B)  The message can be delivered over social media
C)  Reasons for termination are objectively verifiable
D)  Confrontations were avoided by withholding negative feedback
E)  The employee was evaluated for the same issue consistently

Question 14

With the exception of ________,all of the following guidelines can help you close a negative message on a respectful note.

Accepted Answer

A)  being sincere
B)  managing future correspondence
C)  avoiding an uncertain conclusion
D)  promising an optimistic future outcome

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

As a member of an online social network,the recommendations you write

Accepted Answer

A)  must include extensive detailed information.
B)  cannot be seen by the other network members.
C)  become part of your online brand.
D)  don't affect your online profile.
E)  are not considered legally admissible in court.

Question 17

When a crisis occurs,corporate communicators should

Accepted Answer

A)  deflect blame to third parties.
B)  reserve all comments for their favorite media outlets.
C)  get top management involved immediately.
D)  go into lockdown mode when asked questions.
E)  use only prepared statements and avoid questions from the media.

Question 18

When you are refusing a routine request from someone in an established relationship,you

Accepted Answer

A)  should use the indirect approach.
B)  should 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 negative messages.
D)  should give the name of the person making the decision.
E)  avoid offering suggestions or other options available.

Question 19

Most catastrophes can be predicted and prepared for.

Accepted Answer

A) True 
 B)False

Question 20

One important goal of a buffer is to

Accepted Answer

A)  delay stating the bad news.
B)  establish common ground with your reader.
C)  make your reader wonder what the message is about.
D)  divert the reader's attention to a more pleasant subject.
E)  offer alternative ways of solving a problem.

Exam 11: Writing Negative Messages

If the stakes are high for you or your receiver,use a(n) ________ to deliver negative information.

Correct AnswerverifiedShow Answer

If you must give an employee a negative performance review

Correct AnswerverifiedShow Answer

Which of the following should be verified before terminating an employee?

Correct AnswerverifiedShow Answer

With the exception of ________,all of the following guidelines can help you close a negative message on a respectful note.

Correct AnswerverifiedShow Answer

Which of the following is one of the five goals of communicating negative information?

Correct AnswerverifiedShow Answer

Provide at least five guidelines to observe when making negative organizational announcements.

Correct Answerverified(1)Match your approach to the situation-...View AnswerShow Answer

Most catastrophes can be predicted and prepared for.

Correct AnswerverifiedShow Answer

When a crisis occurs,corporate communicators should

Correct AnswerverifiedShow Answer

When you are refusing a routine request from someone in an established relationship,you

Correct AnswerverifiedShow Answer

Use the ________ to deliver bad news,if you have to get the reader's attention immediately.

Correct AnswerverifiedShow Answer

Briefly describe the elements of a negative message that uses the indirect approach.

Correct AnswerverifiedBegin with a buffer (a neutral statement...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedStating the bad news at the be...View AnswerShow Answer

One important goal of a buffer is to

Correct AnswerverifiedShow Answer

Which of the following statements does the best job of delivering bad news clearly and kindly?

Correct AnswerverifiedShow Answer

When you're writing a negative message,use ________ to take some of the sting out of the bad news and to help your reader accept the message and move forward.

Correct AnswerverifiedShow Answer

When terminating an employee,which of the following should be included in the message?

Correct AnswerverifiedShow Answer

Discuss questions that should be thought through when determining if negative information should be shared in an indirect or direct format.

Correct AnswerverifiedTo help decide which approach to take in...View AnswerShow Answer

Emotions often run high when negative messages are involved for both the sender and the receiver which makes high standards of ethics and etiquette important.

Correct AnswerverifiedShow Answer

As a member of an online social network,the recommendations you write

Correct AnswerverifiedShow Answer

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(1)Match your approach to the situation-...
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Begin with a buffer (a neutral statement...
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Stating the bad news at the be...
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Correct Answer
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To help decide which approach to take in...
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Correct Answer
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