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Q:
In the reasons section of a negative message, you should
A) prepare the reader for the negative news.
B) state the bad news directly.
C) apologize for the negative decision.
D) establish common ground with the reader.
E) include every reason you have identified.
Q:
If you do all of the following EXCEPT ________, you can close a negative message in a positive way.
A) build goodwill
B) suggest alternative actions
C) dwell on the bad news
D) look toward the future
Q:
One important goal of a buffer is to
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.
Q:
According to your textbook, which of the following techniques is a best practice for delivering bad news?
A) Maximize the space devoted to it.
B) Make the bad news seem trivial.
C) Withhold important information.
D) Deemphasize it visually and grammatically.
Q:
The buffer of a negative message
A) should be neutral and noncontroversial.
B) implicitly says no.
C) is a form of apology.
D) should be very vague about the subject of the message.
E) should mention the bad news.
Q:
You can use an agreement strategy to write an effective buffer statement if you
A) find an attribute or achievement to compliment.
B) express sincere thanks for receiving something.
C) demonstrate that you understand the reader's goals and needs.
D) discover a point on which you and the reader share similar views.
E) want to identify points where the reader should understand your view.
Q:
Instead of announcing the bad news up front, you can open with a(n) ________ to establish common ground with the reader.
A) humorous anecdote
B) buffer statement
C) diversionary tactic
D) heartwarming story
E) expression of appreciation
Q:
Which of the following should be avoided when closing a negative news message?
A) Optimism
B) Uncertain conclusions
C) Final decisions
D) Sincerity
E) Available alternatives
Q:
Which one of the following would be the most effective way to open an indirect message that delivers bad news to someone who applied for a summer internship?
A) Please accept my apology for having to deliver bad news.
B) We have rejected your application for the summer internship.
C) Your rsum clearly shows why you're interested in a summer internship.
D) We are unable to consider your rsum and application letter at this time.
Q:
In which section of an indirect message should you provide information that will lead the audience to the negative news?
A) Buffer
B) Opening section
C) After the bad news
D) The explanation
E) Close
Q:
Which of the following is one of the goals of a well-written buffer?
A) To be relevant and sincere
B) To trivialize the reader's concerns
C) To divert attention from the problem
D) To offer flattery or additional material
E) To have the reader think the message contains good news
Q:
Which of the following is a neutral statement that establishes common ground with the reader without revealing the main idea of the message?
A) Ethics statement
B) Obscuring
C) Audience orientation
D) Close
E) Buffer
Q:
A poorly written buffer can
A) trivialize the reader's concerns.
B) divert attention from the problem.
C) mislead the reader into thinking your message actually contains good news.
D) all of the above.
Q:
Which of the following is used to open messages when using the indirect approach?
A) Summary
B) Bad news
C) Conclusion
D) Buffer
E) Reasons
Q:
Which of the following is one of the purposes of using the indirect approach for negative messages?
A) To obscure news
B) To delay sharing the news
C) To help the readers accept the situation
D) To limit your responsibility
E) To signal the seriousness of the news
Q:
Which of the following is an advantage to using an indirect approach for negative messages?
A) The bad news will be obscured
B) The reader is more prepared for the bad news
C) The writer can limit their responsibility for the bad news
D) The bad news will be delayed, and therefore minimized
E) The reader is likely to overlook the bad news
Q:
Discuss why apologizing in business messages is not always advised.
Q:
What are the two benefits of stating the bad news at the beginning of a negative message?
Q:
Briefly describe the elements of a negative message that uses the direct approach.
Q:
An advantage of the direct approach for communicating bad news is that it keeps the message short.
Q:
Use the direct approach for negative messages, if the message will have a relatively minor impact on the audience.
Q:
Which of the following can be done to create a close to a message that is respectful to the audience?
A) Create some hope for future opportunities
B) Explain why the news seems negative but can be helpful in the long term
C) Include a statement of confidentiality
D) Understand the impact the news is likely to have on the recipient
E) Avoid offering alternative solutions
Q:
If you choose to apologize in a negative message, you should
A) phrase the apology in a conditional manner ("If I have offended anyone ...").
B) imply that not all of the blame lies with you or your company.
C) be sincere and make it a true apology.
D) always demonstrate sincerity, but never accept blame.
E) explain what the reader should do to avoid similar issues in the future.
Q:
When you deliver negative messages, you
A) should always begin with a buffer.
B) should not include reasons for the decision or information.
C) should use language that conveys respect.
D) can expect your audience to be offended.
E) should always avoid specific statements of bad news.
Q:
If you're using the direct approach to deliver a negative message
A) save the bad news for last.
B) state the bad news at the beginning.
C) embed the bad news in a parenthetical expression.
D) subordinate the bad news in a compound sentence.
E) avoid mentioning the bad news entirely.
Q:
When closing a negative message on a respectful note, what types of statements should be avoided?
A) Those that create false hopes
B) Those that use positive language
C) Those that include alternative solutions
D) Those that offer an apology when you have done nothing wrong
E) Those that indicate how the organization plans to avoid the error in the future
Q:
Which of the following is important to include in the close of a message when you are responding after a mistake was made by your organization?
A) Clear identification of who made the mistake
B) Assurance the error will never happen again
C) A reminder of the bad news
D) Reasons for the decision
E) A description of actions taken to avoid similar mistakes
Q:
Why should an apology be delivered quickly when an apology is included in a negative message?
A) To help close the discussion
B) To encourage further communication
C) To help maintain some control over a story
D) To avoid reasons and detail in the message
E) To prevent comments from being posted on social media
Q:
Which of the following should be placed immediately after a direct opening?
A) Positive alternatives to the news
B) A list of those affected by the news
C) An apology
D) Reasons for future decisions
E) An explanation of why the news is negative
Q:
Which of the following is an advantage to stating the bad news at the beginning of the message?
A) The audience will recover from their shock quicker
B) The message can be shorter
C) The main idea will not be identified until the middle paragraph
D) The focus of the message will be on personal factors
E) You will not need to explain to the reader why you are writing
Q:
What are your five main goals when delivering bad news?
Q:
Discuss questions that should be thought through when determining if negative information should be shared in an indirect or direct format.
Q:
To avoid awkward situations, it is best to deliver bad news for employees in writing whenever possible.
Q:
Withholding or delaying bad news can be unethical, or even illegal.
Q:
If you have to compose a negative message, keep in mind that your audience will be indifferent to what you have to say.
Q:
When composing negative messages, don't use language that
A) conveys respect.
B) avoids an accusing tone.
C) protects your reader's pride.
D) pinpoints the reader's shortcomings.
E) considers the needs of the audience.
Q:
Use the ________ to deliver bad news, if you have to get the reader's attention immediately.
A) dialectic approach
B) bidirectional approach
C) direct approach
D) indirect approach
E) persuasive approach
Q:
One of the primary goals of a negative message is to
A) sell products and services to unwilling customers.
B) empathize with fellow employees.
C) rally support for unpopular causes.
D) gain acceptance for the bad news.
E) offer alternative ways of achieving the desired outcome.
Q:
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.
A) facts and figures
B) clarity and sensitivity
C) subtlety and innuendo
D) blame and leverage
E) company policy
Q:
Use the ________ if you must deliver bad news that will shock or surprise your audience.
A) indirect approach
B) discretionary approach
C) direct approach
D) introverted approach
Q:
When you're planning a negative message, ________ in order to minimize the damage to business relationships and encourage acceptance of your message.
A) analyze the situation carefully
B) be direct at all times
C) emphasize your needs and concerns
D) quote the policies and regulations of your company
E) offer an opportunity to discuss the issue in person
Q:
Use the ________ when you must deliver bad news, if your audience has an emotional investment in the situation.
A) blended approach
B) discretionary approach
C) direct approach
D) indirect approach
Q:
Which of the following will help to take some of the sting out of bad news, helping your reader accept the decision?
A) Avoiding positive words and replacing with negative ones
B) Using an accusing tone
C) Telling the reader how to avoid the issue in the future
D) Explaining your qualifications
E) Writing clearly and with sensitivity
Q:
Which approach to bad news should be taken if the news is particularly important or consequential to the reader?
A) Indirect
B) Persuasive
C) Leading
D) Direct
E) Routine
Q:
Which approach to bad news should be taken if you want to get the reader's attention immediately?
A) Indirect
B) Persuasive
C) Leading
D) Direct
E) Complicated
Q:
When using the direct approach for a negative message, which of the following should open the message?
A) Reasons for the situation
B) The bad news
C) Reasons for the decision
D) A positive statement of good will
E) A statement of your desire to maintain a good relationship
Q:
During which step of the planning process should you determine the channel and medium for a negative message?
A) Writing
B) Sending
C) Completing
D) Evaluating
E) Planning
Q:
Which of the following is one of the goals of analyzing a situation before conveying negative news?
A) Less acceptance of the message
B) Improved future performance on the part of the sender
C) Minimized damage to the business relationship
D) Controlled context for the message
E) A personal message to the recipient
Q:
Which of the following is one of the five goals of communicating negative information?
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
Q:
Which of the following is one of the five goals of communicating negative information?
A) Gain acceptance for the bad news
B) Let the audience assume the bad news
C) Offer alternatives to the bad news
D) Offer the opportunity to discuss the issue further
E) Avoid sharing the bad news
Q:
Send a ________ to take note of a significant event in someone's business or personal life.
A) message of appreciation
B) message of congratulations
C) message of acknowledgement
D) message of recognizance
Q:
Many companies use social media to publish ________ in which they communicate directly with customers and other audiences, rather than going through news media outlets.
A) cyber statements
B) virtual press publications
C) microcosmic news stories
D) direct-to-consumer news releases
E) complaint responses
Q:
A social media release includes ________ that's suitable for use in blog posts, tweets, and other social media formats.
A) share-ready content
B) newsroom chatter
C) virtual verbiage
D) unfiltered data
E) infographic material
Q:
A ________ is a specialized document used to share relevant information with the news media.
A) treatise
B) press release
C) developmental brief
D) direct-to-consumer release
E) recommendation
Q:
The opening of a routine or positive message should be
A) brief and enigmatic.
B) terse and demanding.
C) wordy and indirect.
D) clear and concise.
E) specific and thought provoking
Q:
Condolence messages should
A) focus on your own sense of loss.
B) avoid referring to the deceased.
C) be short, simple, and sincere.
D) always be sent via electronic media.
E) focus on the future.
Q:
When offering compliments in a goodwill message, you should
A) feel free to exaggerate.
B) keep them broad and general.
C) back them up with specific points.
D) temper them with comments on areas for improvement.
E) offer rewards to encourage future positive actions.
Q:
If you are sending an informative memo to employees about policy statements or procedural changes, you should
A) assume that employees will have a neutral response.
B) use the indirect approach.
C) use the body of the message to provide all the necessary details.
D) refer employees to a website with detailed information.
E) provide details in the close of the message.
Q:
Excluding important negative information about a candidate in a recommendation letter
A) is expectedotherwise no one would be able to get a good job.
B) has led some employers to sue after hiring the candidate and discovering problems.
C) is the only way to prevent the candidate from suing you.
D) is okay, as long as you explain to the candidate that you are doing it.
E) is rarely done because most employers are honest.
Q:
If you have serious concerns about the qualifications of a job candidate who has asked you for a written recommendation, you should
A) avoid mentioning them in the letter of reference.
B) include allegations of misconduct in the reference letter.
C) elect not to write the recommendation.
D) express your concerns via social media.
E) show the reference letter to the candidate first.
Q:
If you decide to write a letter of recommendation about a job candidate, your goal should be to
A) remain neutral about the candidate's suitability for the job.
B) boost the job candidate's sense of self-worth and well-being.
C) explain why you're qualified to assess the candidate.
D) convince readers the candidate has the characteristics necessary for the job, school or internship.
E) identify strengths without mentioning weaknesses.
Q:
When responding to a request for adjustment when a third party is at fault, the best approach is to
A) refuse the claim and suggest that the customer sue the third party.
B) refuse the claim but forward the paperwork to the third party.
C) avoid placing blame and focus on the solution.
D) advise the customer never to do business with that third party again.
E) ignore the claim.
Q:
Direct-to-consumer news releases are
A) specialized documents used to share relevant information with the news media.
B) compliance documents written for governmental regulatory agencies.
C) financial statements intended for the use of top corporate managers.
D) general purpose tools for communicating directly with customers and other audiences.
Q:
If you plan to grant a claim made by a customer who's clearly at fault
A) pinpoint the customer's shortcomings to discourage future mistakes.
B) discourage future mistakes without insulting the customer.
C) scold the customer to discourage future mistakes.
D) post the situation on social media to discourage future mistakes.
E) specifically identify exactly what the customer did wrong.
Q:
If you're responding to a claim and your company is at fault, it is best to
A) avoid sympathizing with the customer, since it can lead to lawsuits.
B) do all you can to discourage further correspondence.
C) take (or assign) personal responsibility for setting matters straight.
D) be vague about when the claim may be resolved.
E) apologize for personally creating the problem.
Q:
When responding to a customer's complaint about one of your company's services, you should
A) soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen."
B) use a generous, grudging tone.
C) use a standard form letter with blanks left for filling in unique information in neat handwriting.
D) avoid blaming anyone in your organization by name.
E) identify who is specifically to blame.
Q:
Most routine informative messages have a(n) ________ tone.
A) positive
B) relational
C) neutral
D) dogmatic
E) adversarial
Q:
The categories of routine replies and positive messages include all of the following EXCEPT
A) answering requests for information and action.
B) granting claims and adjustments.
C) refusing applicants' rsums.
D) sending goodwill messages.
Q:
When answering requests and a potential sale is involved, one important goal is to
A) leave your audience with a good impression of you and your firm.
B) provide negative information about any possible competitors.
C) use hard sell techniques to pressure the reader into making the purchase.
D) explain the flaws in competitors' products.
E) include a deadline to encourage more frequent sales.
Q:
When you're responding to a complaint from a customer
A) deflect the blame up the supply chain.
B) maintain a professional demeanor.
C) counter the complaint with logical arguments.
D) imply that the customer is at fault.
E) ensure the problem will not happen again.
Q:
As a rule, social media releases do NOT include
A) social networking links.
B) long narrative paragraphs.
C) Twitter-ready statements.
D) share-ready content.
E) content that can be reused in blog posts
Q:
When you're writing a message of appreciation
A) keep it brief and superficial.
B) avoid drawing attention to specific circumstances.
C) mention the names of those whom you want to acknowledge.
D) give yourself a "pat on the back" for taking the time to recognize a job well done.
E) keep the message vague and general.
Q:
How is writing a traditional press release different than other positive messages?
A) You are writing to a specific audience
B) You are writing to the ultimate audience
C) You are writing to a larger audience
D) The details are first, then the good news
E) You are trying to spark the interest of an intermediary
Q:
Which of the following should be one of your goals when responding to a customer complaint?
A) Tell the customer what they did wrong and how to avoid the problem in the future
B) Follow up to make sure your response was correct
C) Use a colleague's name to indicate exactly who was at fault
D) Cite the company's policy for complaints
E) Sympathize with the customer for the poor service
Q:
Which of the following should be one of your goals when responding to a customer complaint?
A) Explain how you plan to resolve the situation
B) Use a colleague's name to indicate exactly who was at fault
C) Include an exaggerated, clear apology
D) Tell the customer what they did wrong and how to avoid the problem in the future
E) Make any type of promise that will make the customer happy
Q:
Which of the following is one of the goals of responding to a request when a sale is involved?
A) Eliminate any resale information
B) Respond and answer all questions
C) Provide simple yes or no responses
D) Avoid a specific response to any complaints
E) Explain third party relationships
Q:
When should the direct approach be used if responding to a request for information or action?
A) When you want to include resale information
B) When you need to deny a request
C) When follow-up will be needed
D) When you want the reader to feel favorably about doing business with you
E) When the expected answer is yes, or otherwise straightforward
Q:
How should the close of a positive or routine message be handled if there is follow-up action needed?
Q:
You're preparing an internal blog post about this year's annual company picnic. The message is generally positive, but you need to say thatunlike past picnicsthe event will not be catered. What approach is best for conveying mildly disappointing information such as this in the context of a positive message?
Q:
Discuss the goals when writing a positive response to a request or sending a goodwill message.