Question 1

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

Accepted Answer

The opening should start with a clear st...

Question 2

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

Accepted Answer

A)   Although you currently do not have the master's degree that we require for this position, we would be happy to reconsider your application once you have completed your degree.
B)   Because you do not have the experience we clearly listed in the job posting, we cannot offer you the position.
C)   I am sorry to have to tell you that you were not selected for the position.
D)   Several other applicants were far more qualified for the position than you were, so we cannot offer you the job.

Question 3

One important goal of a buffer is to

Accepted Answer

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

Question 4

To reject someone as clearly and kindly as possible, do all of the following except

Accepted Answer

A)   use phrases such as, "Much as I would like to help you."
B)   de-emphasize the bad news.
C)   tell the audience what you can or will do rather than what you cannot or will not do.
D)   use a conditional statement.

Question 5

Since termination letters are highly controversial, you should never deliver them in person.

Accepted Answer

A) True 
 B)False

Question 6

If a customer makes an unreasonable claim against your company, there is no need for you to explain why you are rejecting it.

Accepted Answer

A) True 
 B)False

Question 7

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

Accepted Answer

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

Question 8

Refusing a request to write a recommendation letter generally calls for using the indirect approach and a great deal of diplomacy.

Accepted Answer

A) True 
 B)False

Question 9

An effective indirect opening for a negative message would be:

Accepted Answer

A)   Your résumé clearly shows why you are interested in becoming a management trainee with our company.
B)   In reply to your application for the management position I am sorry to say that we cannot use you.
C)   I'm sorry to say I have some bad news.
D)   We have no openings at this time.

Question 10

Employees are more likely to accept negative news if it is delivered in ________, rather than in writing.

Accepted Answer

The answer of Employees are more likely to accept negative...

Question 11

When composing a negative message, you should try to

Accepted Answer

A)   leave the reader with hope that you will change your decision.
B)   choose a buffer that will distract your reader from the main point of your message.
C)   gain the audience's acceptance of the bad news.
D)   avoid stating the bad news.

Question 12

The ________ section of a negative message using the indirect approach should lead readers to your conclusion before you come right out and say it.

Accepted Answer

The answer of The ________ section of a negative message...

Question 13

One way to be tactful when giving your reasons for bad news is to

Accepted Answer

A)   explain why the decision is good for you and your company.
B)   apologize for having to be the bearer of bad news.
C)   explain that the decision is based on company policy.
D)   highlight, if possible, how your negative decision benefits the recipient.

Question 14

What is a "buffer," and what function does it serve in negative messages?

Accepted Answer

A buffer is a neutral, noncontroversial ...

Question 15

What four guidelines should you follow in writing effective closings to negative messages?

Accepted Answer

(1) Avoid a negative or uncertain conclu...

Question 16

In a negative message using the indirect approach, an effective explanation section leads readers to your conclusion before you come right out and say it.

Accepted Answer

A) True 
 B)False

Question 17

A poorly written buffer

Accepted Answer

A)   shows appreciation or empathy to the audience.
B)   may mislead the reader into thinking good news follows.
C)   is specifically related to the topic of the message.
D)   opens your message in a neutral manner.

Question 18

It is a good idea to use "company policy" as a cushion when presenting reasons for bad news.

Accepted Answer

A) True 
 B)False

Question 19

In the close of a negative message, you should

Accepted Answer

A)   express concern over possibly losing the reader's business.
B)   avoid uncertainty.
C)   ask for feedback on whether the decision is acceptable to the reader.
D)   encourage the person to write or call to discuss the situation further.

Question 20

Even when you are positive the person making a claim or request for adjustment is not telling the truth, it is vital to avoid saying or writing anything the recipient might interpret as ________. If you do not, you increase the likelihood that you and/or your company will be sued.

Accepted Answer

The answer of Even when you are positive the person...

Exam 9: Writing Negative Messages

One important goal of a buffer is to

Correct AnswerverifiedShow Answer

An effective indirect opening for a negative message would be:

Correct AnswerverifiedShow Answer

In the close of a negative message, you should

Correct AnswerverifiedShow Answer

Even when you are positive the person making a claim or request for adjustment is not telling the truth, it is vital to avoid saying or writing anything the recipient might interpret as ________. If you do not, you increase the likelihood that you and/or your company will be sued.

Correct AnswerverifiedShow Answer

In a negative message using the indirect approach, an effective explanation section leads readers to your conclusion before you come right out and say it.

Correct AnswerverifiedShow Answer

Since termination letters are highly controversial, you should never deliver them in person.

Correct AnswerverifiedShow Answer

If a customer makes an unreasonable claim against your company, there is no need for you to explain why you are rejecting it.

Correct AnswerverifiedShow Answer

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

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

It is a good idea to use "company policy" as a cushion when presenting reasons for bad news.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedThe opening should start with a clear st...View AnswerShow Answer

One way to be tactful when giving your reasons for bad news is to

Correct AnswerverifiedShow Answer

A poorly written buffer

Correct AnswerverifiedShow Answer

Refusing a request to write a recommendation letter generally calls for using the indirect approach and a great deal of diplomacy.

Correct AnswerverifiedShow Answer

The ________ section of a negative message using the indirect approach should lead readers to your conclusion before you come right out and say it.

Correct AnswerverifiedShow Answer

What four guidelines should you follow in writing effective closings to negative messages?

Correct Answerverified(1) Avoid a negative or uncertain conclu...View AnswerShow Answer

To reject someone as clearly and kindly as possible, do all of the following except

Correct AnswerverifiedShow Answer

When composing a negative message, you should try to

Correct AnswerverifiedShow Answer

What is a "buffer," and what function does it serve in negative messages?

Correct AnswerverifiedA buffer is a neutral, noncontroversial ...View AnswerShow Answer

Employees are more likely to accept negative news if it is delivered in ________, rather than in writing.

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
(1) Match your approach to the situation...
View Answer

Correct Answer
verified

Correct Answer
verified
The opening should start with a clear st...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
(1) Avoid a negative or uncertain conclu...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
A buffer is a neutral, noncontroversial ...
View Answer

Correct Answer
verified