Question 1

A letter refusing credit might effectively include a statement such as Cash purchases receive a 2 percent discount.

Accepted Answer

A) True 
 B)False

Question 2

Because bad news can be difficult for a reader to accept,it should always be delivered using the indirect method.

Accepted Answer

A) True 
 B)False

Question 3

________ is the term referring to abusive language that may result in a lawsuit.

Accepted Answer

A)  ​Careless
B)  Actionable
C)  Legal
D)  ​Direct

Question 4

The best placement for a statement of bad news in a message is ________.

Accepted Answer

A)  in a subordinate clause.
B)  at the beginning of a sentence.
C)  at the end of a paragraph.
D)  at the beginning of a paragraph.

Question 5

Which of the following would be the most effective statement in a bad-news letter declining an invitation to speak to a professional organization?

Accepted Answer

A)  Although I'm already booked the night of your dinner,I would be happy to speak to your organization sometime next year.
B)  I regret to inform you that I am unable to speak to your professional organization.
C)  I'm not interested in addressing your professional organization.
D)  Although I'm not authorized to tell you why,I can't speak at your dinner.

Question 6

The major differences between the direct and indirect strategies are whether you start with a buffer and ________.

Accepted Answer

A)  whether you apologize
B)  whether you address the reader by name
C)  whether you accept blame for the bad news
D)  how early you explain the reasons for the negative news

Question 7

When writing to a customer about a problem with an order,you should ________.

Accepted Answer

A)  use the direct pattern if the message has some good-news elements
B)  use the indirect pattern if the message has some good-news elements
C)  always use the direct pattern
D)  always use the indirect pattern

Question 8

What statement about delivering bad news within an organization is most accurate?

Accepted Answer

A)  A tactful tone is useful when communicating bad news within organizations.
B)  Bad news within organizations should always be delivered using the direct organizational pattern.
C)  Generally,bad news within organizations is better received when the reasons are given after the bad news.
D)  Bad news within organizations should always be delivered in writing.

Question 9

Many techniques can be used to cushion bad news.List four of these techniques,and give an original example of each.

Accepted Answer

Student answers will vary but should inc...

Question 10

When abusive language is written,it is called ________.

Accepted Answer

The answer of When abusive language is written,it is called...

Question 11

You should avoid apologizing in a negative-news message because doing so admits responsibility.

Accepted Answer

A) True 
 B)False

Question 12

When the bad news is not damaging,when the reader may overlook the bad news,or when firmness is necessary,the ________ organizational pattern should be used.

Accepted Answer

The answer of When the bad news is not damaging,when...

Question 13

________ is the legal term for any false statement,written or spoken,that harms an individual's reputation.

Accepted Answer

The answer of ________ is the legal term for any...

Question 14

Victoria had to write a letter to a job applicant telling him that he was not selected for a position.Because she really liked the applicant,she wrote in the rejection letter,"I thought you were our top candidate." What has Victoria done that might lead to legal difficulties?

Accepted Answer

A)  She is guilty of the "good-guy syndrome."
B)  She has used careless language.
C)  She has used abusive language.
D)  She has done nothing wrong.

Question 15

The closing of a negative-news message should include a pleasant statement that promotes _________.

Accepted Answer

The answer of The closing of a negative-news message should...

Question 16

Which is the most effective statement in a letter to a customer about an order for which the customer has not yet paid?

Accepted Answer

A)  We cannot ship your order until we receive your payment.
B)  Your order will be canceled unless we receive your payment right away.
C)  As soon as we receive your payment,we'll ship your order.
D)  When are you going to submit payment?

Question 17

________ can be destroyed when employees learn of major events affecting their jobs through the ____________________ or from news accounts⎯rather than from management.

Accepted Answer

The answer of ________ can be destroyed when employees learn...

Question 18

Jeannie must deliver bad news to her staff in person,and she knows they'll be upset.What should Jeannie do first to prepare for the meeting?

Accepted Answer

A)  Practice what she will say during the meeting.
B)  Call each staff member to give them fair warning that bad news is coming.
C)  Gather all relevant information.
D)  Share the news with selected staff members to see how they feel.

Question 19

Company policy does not allow us to give cash refunds effectively explains why a writer's request must be refused.

Accepted Answer

A) True 
 B)False

Question 20

Priscilla must turn down a request for a charitable contribution,and she's not sure how her reader will respond.She should,therefore,use the direct strategy for her message.

Accepted Answer

A) True 
 B)False

Exam 9: Negative Messages

When writing to a customer about a problem with an order,you should ________.

Correct AnswerverifiedShow Answer

Company policy does not allow us to give cash refunds effectively explains why a writer's request must be refused.

Correct AnswerverifiedShow Answer

Because bad news can be difficult for a reader to accept,it should always be delivered using the indirect method.

Correct AnswerverifiedShow Answer

What statement about delivering bad news within an organization is most accurate?

Correct AnswerverifiedShow Answer

________ is the term referring to abusive language that may result in a lawsuit.

Correct AnswerverifiedShow Answer

When the bad news is not damaging,when the reader may overlook the bad news,or when firmness is necessary,the ________ organizational pattern should be used.

Correct AnswerverifiedShow Answer

Many techniques can be used to cushion bad news.List four of these techniques,and give an original example of each.

Correct AnswerverifiedStudent answers will vary but should inc...View AnswerShow Answer

A letter refusing credit might effectively include a statement such as Cash purchases receive a 2 percent discount.

Correct AnswerverifiedShow Answer

Jeannie must deliver bad news to her staff in person,and she knows they'll be upset.What should Jeannie do first to prepare for the meeting?

Correct AnswerverifiedShow Answer

The major differences between the direct and indirect strategies are whether you start with a buffer and ________.

Correct AnswerverifiedShow Answer

The best placement for a statement of bad news in a message is ________.

Correct AnswerverifiedShow Answer

________ can be destroyed when employees learn of major events affecting their jobs through the ____________________ or from news accounts⎯rather than from management.

Correct AnswerverifiedShow Answer

Which is the most effective statement in a letter to a customer about an order for which the customer has not yet paid?

Correct AnswerverifiedShow Answer

Victoria had to write a letter to a job applicant telling him that he was not selected for a position.Because she really liked the applicant,she wrote in the rejection letter,"I thought you were our top candidate." What has Victoria done that might lead to legal difficulties?

Correct AnswerverifiedShow Answer

You should avoid apologizing in a negative-news message because doing so admits responsibility.

Correct AnswerverifiedShow Answer

The closing of a negative-news message should include a pleasant statement that promotes _________.

Correct AnswerverifiedShow Answer

________ is the legal term for any false statement,written or spoken,that harms an individual's reputation.

Correct AnswerverifiedShow Answer

When abusive language is written,it is called ________.

Correct AnswerverifiedShow Answer

Priscilla must turn down a request for a charitable contribution,and she's not sure how her reader will respond.She should,therefore,use the direct strategy for her message.

Correct AnswerverifiedShow Answer

Which of the following would be the most effective statement in a bad-news letter declining an invitation to speak to a professional organization?

Correct AnswerverifiedShow Answer

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Student answers will vary but should inc...
View Answer

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can be destroyed when employees learn of major events affecting their jobs through the ____________ or from news accounts⎯rather than from management.

Correct Answer
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