Question 1

When abusive language is written, it is called ____________________.

Accepted Answer

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

Question 2

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.E) None of the above
F) All of the above

Question 3

Select the most accurate statement.

Accepted Answer

A)  An employee's words, decisions, and opinions are assumed to represent those of the organization.
B)  If you want to communicate your personal feelings or opinions, use company letterhead to give yourself more credibility.
C)  To be actionable (likely to result in a lawsuit) , abusive language can be true or false, as long as it is damaging.
D)  In a situation that could be legally dangerous, try to volunteer as much information as possible to show that you are being completely honest.E) A) and D)
F) A) and C)

Question 4

To avoid charges of discrimination or wrongful actions, legal advisors recommend that organizations write employment rejection letters that are

Accepted Answer

A)  as specific as possible.
B)  written using the direct strategy.
C)  general, simple, and short.
D)  form letters.E) A) and D)
F) B) and C)

Question 5

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

Question 6

The ____________________ of a negative-news message should include a pleasant statement that promotes goodwill.

Accepted Answer

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

Question 7

Because we value loyal customers like you, we have enclosed a coupon for $20 for your next meal at The Cheesecake Factory is an effective closing statement for a negative-news message.

Accepted Answer

A) True 
 B)False

Question 8

Bad things that require the delivery of negative messages happen in all businesses.

Accepted Answer

A) True 
 B)False

Question 9

Michelle must write a bad-news message to her staff telling them that their hours next month will be reduced. She has just completed Phase 1 of the prewriting process and is beginning Phase 2. What should she do first?

Accepted Answer

A)  Write the rough draft of her message.
B)  Select an appropriate color of stationery that will be calming to the reader.
C)  Analyze the bad news to determine how it will affect the reader.
D)  Gather information and brainstorm ways to present the reasons for the bad news.E) A) and B)
F) B) and D)

Question 10

Which of the following is the best advice when presenting the reasons for the bad news?

Accepted Answer

A)  Whenever possible, cite company policy as the reason for the bad news because most people willingly accept this reason.
B)  Do not present the reasons for the bad news; instead, focus solely on presenting the bad news sensitively.
C)  Use words such as impossible, regret, and unfortunately to make your point clear.
D)  Cite reader or other benefits if plausible.E) A) and B)
F) None of the above

Question 11

One useful technique for reducing the pain associated with a negative-news message is to place the refusal in a(n) ____________________ clause.

Accepted Answer

The answer of One useful technique for reducing the pain...

Question 12

Business communicators should use the ____________________ organizational pattern to deliver bad news when the news will be personally upsetting, will provoke a hostile reaction, will threaten the customer relationship, or is unexpected.

Accepted Answer

The answer of Business communicators should use the ____________________ organizational...

Question 13

When writing a letter to a customer denying credit, you have four goals. Which of the following is not one of these goals?

Accepted Answer

A)  Promising the customer that credit will be granted in the future 
B)  Retaining the customer on a cash basis 
C)  Avoiding language that causes hard feelings 
D)  Avoiding disclosures that could cause a lawsuitE) None of the above
F) B) and D)

Question 14

Which of the following is not one of the goals in communicating negative news?

Accepted Answer

A)  To help the receiver understand the negative news 
B)  To show your desire to continue pleasant relations with the receiver 
C)  To hide the real reason for the negative news 
D)  To maintain a professional and positive image of you and your corporationE) C) and D)
F) B) and C)

Question 15

You should never apologize in a negative-news message because doing so admits responsibility.

Accepted Answer

A) True 
 B)False

Exam 9: Negative Messages

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 Answer
verified

Michelle must write a bad-news message to her staff telling them that their hours next month will be reduced. She has just completed Phase 1 of the prewriting process and is beginning Phase 2. What should she do first?

Correct Answer
verified

One useful technique for reducing the pain associated with a negative-news message is to place the refusal in a(n) ____________________ clause.

Correct Answer
verified

You should never apologize in a negative-news message because doing so admits responsibility.

Correct Answer
verified

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

Correct Answer
verified

The ____________________ of a negative-news message should include a pleasant statement that promotes goodwill.

Correct Answer
verified

When writing a letter to a customer denying credit, you have four goals. Which of the following is not one of these goals?

Correct Answer
verified

Business communicators should use the ____________________ organizational pattern to deliver bad news when the news will be personally upsetting, will provoke a hostile reaction, will threaten the customer relationship, or is unexpected.

Correct Answer
verified

Bad things that require the delivery of negative messages happen in all businesses.

Correct Answer
verified

To avoid charges of discrimination or wrongful actions, legal advisors recommend that organizations write employment rejection letters that are

Correct Answer
verified

Because we value loyal customers like you, we have enclosed a coupon for $20 for your next meal at The Cheesecake Factory is an effective closing statement for a negative-news message.

Correct Answer
verified

Select the most accurate statement.

Correct Answer
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When abusive language is written, it is called ____________________.

Correct Answer
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Which of the following is not one of the goals in communicating negative news?

Correct Answer
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Which of the following is the best advice when presenting the reasons for the bad news?

Correct Answer
verified

Exam 9: Negative Messages

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

Michelle must write a bad-news message to her staff telling them that their hours next month will be reduced. She has just completed Phase 1 of the prewriting process and is beginning Phase 2. What should she do first?

Correct AnswerverifiedShow Answer

One useful technique for reducing the pain associated with a negative-news message is to place the refusal in a(n) ____________________ clause.

Correct AnswerverifiedShow Answer

You should never apologize in a negative-news message because doing so admits responsibility.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The ____________________ of a negative-news message should include a pleasant statement that promotes goodwill.

Correct AnswerverifiedShow Answer

When writing a letter to a customer denying credit, you have four goals. Which of the following is not one of these goals?

Correct AnswerverifiedShow Answer

Business communicators should use the ____________________ organizational pattern to deliver bad news when the news will be personally upsetting, will provoke a hostile reaction, will threaten the customer relationship, or is unexpected.

Correct AnswerverifiedShow Answer

Bad things that require the delivery of negative messages happen in all businesses.

Correct AnswerverifiedShow Answer

To avoid charges of discrimination or wrongful actions, legal advisors recommend that organizations write employment rejection letters that are

Correct AnswerverifiedShow Answer

Because we value loyal customers like you, we have enclosed a coupon for $20 for your next meal at The Cheesecake Factory is an effective closing statement for a negative-news message.

Correct AnswerverifiedShow Answer

Select the most accurate statement.

Correct AnswerverifiedShow Answer

When abusive language is written, it is called ____________________.

Correct AnswerverifiedShow Answer

Which of the following is not one of the goals in communicating negative news?

Correct AnswerverifiedShow Answer

Which of the following is the best advice when presenting the reasons for the bad news?

Correct AnswerverifiedShow Answer

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