Accounting
Anthropology
Archaeology
Art History
Banking
Biology & Life Science
Business
Business Communication
Business Development
Business Ethics
Business Law
Chemistry
Communication
Computer Science
Counseling
Criminal Law
Curriculum & Instruction
Design
Earth Science
Economic
Education
Engineering
Finance
History & Theory
Humanities
Human Resource
International Business
Investments & Securities
Journalism
Law
Management
Marketing
Medicine
Medicine & Health Science
Nursing
Philosophy
Physic
Psychology
Real Estate
Science
Social Science
Sociology
Special Education
Speech
Visual Arts
Business Communication
Q:
The indirect approach to organize negative news messages should be used when ________.
A) the reader's attention is needed
B) the reader has an emotional investment in the situation
C) the situation is routine or minor
D) the audience prefers short messages that get right to the point
E) the audience is expecting the news
Q:
In which of the following situations is it appropriate to use the direct approach to organize negative news messages?
A) The news has considerable consequences for the reader.
B) The reader is likely to react emotionally to the news.
C) The reader is not expecting this news.
D) You are keen on maintaining a positive working relationship with the reader.
E) You need to immediately get the reader's attention.
Q:
The direct approach to organize negative news messages should be used when ________.
A) the blow of the negative news is to be softened
B) the reader has an emotional investment in the situation
C) the reader's attention is needed immediately
D) a close working relationship with the reader is to be maintained
E) the bad news will come as a shock to the reader
Q:
Which of the following approaches to organizing negative messages opens with the reasons behind the bad news before presenting the bad news itself?
A) indirect
B) short
C) direct
D) informal
E) personal
Q:
A negative message opens with piece of a bad news, proceeds to the reasons for the situation or the decision, and ends with a positive statement aimed at maintaining a good relationship with the audience. Which of the following approaches is used here?
A) personal
B) indirect
C) formal
D) direct
E) long
Q:
When developing messages conveying negative organizational news, ensure to match your approach to the situation. As a public relations executive at a multinational food company, what approach would you use when sending a message communicating to the public a recall of a batch of canned food that is found to have been contaminated with e-coli virus? Would you use the same approach to inform the public that you are discontinuing a certain line of cereals due to low demand? Why/why not?
Q:
Why should termination messages be written using the direct or the indirect approach? Justify your answer.
Q:
What are the points to keep in mind when developing rejection letters for job applicants?
Q:
In the context of using the indirect approach to negative messages, what is a buffer? Is it ethical to use a buffer in a negative message? What constitutes a poorly written buffer and a good buffer? Explain with examples.
Q:
In order to respond effectively to negative information in a social media environment, companies should make it a point to respond to each and every rumor and negative message.
Q:
When communicating negative organizational news, multiple media should be used to reach out to affected audiences.
Q:
When developing negative organizational news, the affected group should be given as less time as possible to respond to avoid legal complications.
Q:
Termination messages should always be written with input from the company's legal staff.
Q:
When rejecting job applications, you should avoid explaining why an applicant was rejected or why other applicants were chosen instead.
Q:
When sending refusals to companies who have requested information about past employees as part of a recruitment process, a brief and direct "We cannot comply with your request." will be most effective as an opening statement.
Q:
When refusing claims and requests for adjustments, the message should close on a respectful and action-oriented note.
Q:
The indirect approach works best for the most routine negative responses because it is simpler and more efficient.
Q:
When using the indirect approach in organizing your negative news message, make sure you don't overemphasize the bad news.
Q:
When using the indirect approach in organizing your negative news message, the reasons for the bad news should precede the actual statement of the bad news.
Q:
The indirect approach is used to delay bad news, obscure it, or limit the writer's responsibility.
Q:
A negative message written using the direct approach should close on an apologetic note to address the reader's sentiments.
Q:
While writing negative messages using the direct approach, it is essential to provide additional explanation when the reasons for the news are confidential and excessively complicated.
Q:
A negative approach using the direct approach opens with a buffer, then builds up the reasons behind the bad news before presenting the bad news itself.
Q:
Which of the following is a guideline for responding effectively to rumors and negative information in a social media environment?
A) Limit your online presence to prevent online attacks and malicious campaigns.
B) Use automated reputation analysis and other technologies to listen to what people are saying.
C) Respond to each and every rumor or negative information that appears in social media.
D) Wait until a negative situation occurs to engage with customers in a social media environment.
E) Respond instantly and spontaneously to rumors and negative information online.
Q:
Responding effectively to rumors and negative information in a social media environment requires companies to ________.
A) respond to each and every rumor
B) continually engage with stakeholders
C) reply immediately and spontaneously
D) limit their online presence
E) limit the use of RSS feeds and automated reputation analysis
Q:
Which of the following is a guideline to follow when sending negative organizational news?
A) Add an element of surprise whenever possible.
B) Use a "company policy" as a reason for bad news.
C) Close by apologizing for the circumstances.
D) Always close with a clear expression of optimism.
E) Use multiple media to reach out to the audience.
Q:
When rejecting job applications, you should ________.
A) avoid explaining why an applicant was rejected
B) avoid making the email personal by using the recipient's name
C) open with a clear statement of the news
D) use the active voice to convey the news
E) state that the application will be reviewed at a later date
Q:
A company has contacted you to provide a recommendation letter for a former employee of yours that they are considering hiring. However, your company's policy does not permit you to confirm anything more than the employment dates and designation of the former employee. How can you best communicate your inability to comply with the request?
A) I'm sorry, but company policy prohibits me from providing recommendation letters. I can only confirm that Greg Wilson worked with us for two years, from April 2008 to May 2010. Please contact me if you need any more information.
B) As much as I would like to provide a letter of recommendation, our legal department does not allow it. All I can say is that Greg Wilson worked for this company for two years, from April 2008 to May 2010. Thanks.
C) We share your concerns in conducting thorough reference checks of all prospective employees. However, I am only allowed to reveal the employment dates and designation of Greg Wilson. He was with our company from April 2008 to May 2010 and was a dedicated Service Representative and a team player. Best of luck with your recruitment.
D) Our legal department has authorized me to confirm that Greg Wilson worked as Service Representative at our company for two years, from April 2008 to May 2010. We wish you luck with your recruitment.
E) Thank you for contacting us for a recommendation letter for Greg Wilson. Your company is well known for its great work culture and open management style. We can confirm that Greg Wilson worked with us as Service Representative for two years, between April 2008 and May 2010. Company policy allows us to disclose no more than this.
Q:
To successfully sue for defamation, the aggrieved party must prove that ________.
A) the defendant profited from making the statement
B) the statement was false
C) the statement was made out of anger or malice
D) the statement uses private information
E) the statement has been made in writing
Q:
When developing bad news about transactions, you should ________.
A) explain how you are trying to resolve the situation
B) always open with an apology
C) use the direct approach
D) open with a clear and succinct statement of the bad news
E) accept or assign specific blame
Q:
Which of the following is a guideline for avoiding accusations of defamation?
A) Provide accurate information and stick to the facts.
B) Maintain a personal and intimate tone to build rapport.
C) Apologize sincerely for the negative answer.
D) Don't offer alternative solutions as that is unethical.
E) Open with a clear statement of the news.
Q:
When closing a negative message, organized using the indirect approach, you should ________.
A) encourage further communication relating to the matter
B) imply that the matter is open to negotiation
C) act as though the negative news never happened
D) emphasize your respect for the audience
E) express optimism, no matter how bleak the situation
Q:
Tim is developing a message to inform a customer that though volume 1 of a set of two books he ordered is being mailed right away, volume 2 can be mailed out only after a week. Which of the following lines reflects the most effective way of making a clear statement of the bad news when organizing the message using the indirect method?
A) We regret to inform you that, while we are mailing volume 1 of the Goldwyn anthology to you right away, we can dispatch volume 2 only next week.
B) The delivery of volume 2 of the Goldwyn anthology has been delayed by a week, while volume 1 is being mailed to you right away.
C) We are mailing volume 1 of the Goldwyn anthology right away and volume 2 will be delivered to you next week.
D) While we are mailing volume 1 of the Goldwyn anthology to you right away, there will be a week-long delay in delivering volume 2 .
E) We are mailing volume 1 of the Goldwyn anthology right away, but volume 2 , we are sorry to inform you, will be delivered to you next week.
Q:
In a negative message using the indirect approach, well-written reasons are NOT ________.
A) individualized
B) positive
C) apologetic
D) detailed
E) concise
Q:
Which of the following is a guideline for providing reasons for bad news in a negative news message that uses the indirect approach?
A) Use "company policy" as the reason most of the time.
B) Start with the most negative points first and move forward to increasingly positive ones.
C) Present your reasons in a clearly apologetic tone.
D) Provide enough detail for the audience to understand your reasons.
E) Avoid couching negative points in positive language.
Q:
In a negative message using the indirect approach, the buffer in the opening is immediately followed by a(n) ________.
A) clear statement of the bad news
B) explanation for the news
C) neutral statement unrelated to the purpose of the message
D) positive statement, expressing genuine optimism for the future
E) sincere apology for the bad news
Q:
As General Manager of a company, Julian needs to write a message turning down a request for additional funds for a promotion drive planned by the company's marketing department. Which of the following lines would best serve as a buffer statement when using the indirect approach in organizing this message?
A) We would love to grant your request but budget constraints do not allow us to do so at this point.
B) We share your goal of increasing the company's revenues by 25% this year.
C) The marketing department is doing a great job out there and we would like to do all we can to help.
D) This year has proven to be one of dramatic growth for our company.
E) We have decided that the additional funds you requested cannot be sanctioned at this point.
Q:
When using the indirect approach to organize negative news message, the opening statement should be ________.
A) an apology
B) an explanation for the news
C) a clear statement of the news
D) a statement unrelated to the point of the message
E) a buffer
Q:
Lara is responding to a customer who complained that his broadband service was down for two days during a recent storm and that he missed out on some important business communications as a result. Which of the following lines reflects the best way in which Lara can apologize to this customer?
A) I am shocked and dismayed that you had to go through this.
B) I take personal responsibility for the inconvenience caused to you.
C) I am sorry that the company could not get your service back up more promptly.
D) I am sorry to hear of your difficulties.
E) I apologize on behalf of the company.
Q:
In most cases, when the direct approach to organize a negative message is used, the opening is followed by a(n) ________.
A) statement that signals the negative news ahead
B) clear statement of the bad news
C) sincere apology
D) optimistic look toward the future
E) explanation of why the news is negative
Q:
When using the direct approach in negative news messages, the message should start with ________.
A) a sincere apology
B) a buffer statement
C) a disclaimer limiting the responsibility of the sender
D) a clear statement of the bad news
E) an explanation for the bad news
Q:
Kimberley needs to convey to a customer that his shipment will arrive a week late. Which of the following lines should Kimberley use in communicating this news, most effectively?
A) We regret to inform you that your shipment will arrive a week late.
B) Due to unavoidable circumstances, your shipment has been delayed by a week.
C) Your shipment will be delivered next week.
D) We're sorry you will be receiving your shipment only after a week.
E) Your shipment will arrive next week, even though we promised that you would receive it this week.
Q:
As a Fire Insurance Claims Adjuster with Veritas Insurance, Marshall must send a message to Synthesis Inc. refusing their claim for damages caused due to a fire in their warehouse. He uses the direct method to organize the message. Which of the following statements, if true, would support Marshall's choice?
A) Synthesis Inc. will be in serious financial trouble if Veritas refuses to cover the damage, and would probably have to file for bankruptcy.
B) This is the first claim ever made by Synthesis Inc. in the 10 years that it has insured with Marshall's company.
C) Synthesis Inc.'s policy is a comprehensive one that indemnifies for loss arising out of fire, burglary, theft and third party risks.
D) A preliminary report filed by Veritas with Synthesis Inc. immediately after the fire, indicated that the fire was a result of a robbery and would be covered under the company's Theft Insurance policy.
E) This fire was the second such incident in a year in Synthesis' warehouses, and the claim on the first one had been paid in full by Veritas.
Q:
What are the four steps an organization must take to respond effectively to rumors and negative information in a social media environment?
Q:
What are the guidelines for writing employment termination messages?
Q:
What are the guidelines for handling bad news about transactions?
Q:
Should you apologize when delivering bad news? Point out two types of negative messages where an apology should be considered and two types of negative messages where an apology need not be offered. What, would you say, is the rationale behind choosing either course of action in these examples?
Q:
Henry, a manager at a large hotel and convention center, has drafted the following message to inform a customer that the ballroom that he wanted to rent for a company party is not available for the dates he had requested, but that larger ballrooms are available.
We regret to inform you that Ballroom A, which you had requested for an office party on 6 June, 2011, is not available. However, other ballrooms are available, except that they are much larger. Please contact me at 456-123-7891 for more information or to make a booking.
Using the general guidelines for writing negative messages, rewrite this message so that it is more effective in taking the sting out of the bad news, ensuring its acceptance, and in maintaining goodwill.
Q:
Describe the direct and indirect approaches to organizing negative news messages. Chandler, the Operations Manager at your company, wishes to communicate to a vendor that the company will not be renewing his contract because it is not happy with his services. Since you handle all external corporate communications, Chandler requests you to draft a message conveying the news to the vendor. What additional information would you need from Chandler to decide if you should use the direct or the indirect approach in organizing your message?
Q:
Companies that have active, mutually beneficial relationships with customers and other interested parties are more likely to be attacked unfairly online and less likely to survive such attacks if they do occur.
Q:
To avoid negative surprises in performance reviews, managers should meet with employees to agree on clear goals for the upcoming year and then provide regular feedback and coaching as needed throughout the year if an employee's performance falls below expectations.
Q:
To successfully sue for defamation, the aggrieved party must prove that the statement has been communicated to others.
Q:
When you need to reject a proposal you solicited, you owe the sender an explanation. In such cases, the indirect approach is better than the direct approach because the news will be unexpected.
Q:
An effective buffer is a neutral, noncontroversial statement, unrelated to the main purpose of the message.
Q:
Bad news messages should be delivered promptly, without delay.
Q:
You should respond to negative messages on social media ________.
A) immediately and spontaneously
B) by addressing each and every rumor and negative information
C) after the information has ceased to be news
D) after careful evaluation
E) by minimizing your online presence
Q:
When sending a request for printed recommendation, you should always ________.
A) offer to pay for the service rendered by the person providing the reference
B) enclose a pre-written letter that the receiver only needs to sign
C) enclose a stamped, preaddressed envelope as a convenience to the other party
D) apologize sincerely for the trouble caused
E) use the indirect approach
Q:
You should close a request for recommendation with ________.
A) the full name and address of the person to whom the letter should be sent
B) a complete career summary
C) a sincere apology for the trouble caused
D) an expression of appreciation
E) a statement that triggers the reader's memory of the relationship you had
Q:
The body of a request for recommendations should ________.
A) include the full name and address of the person to whom the letter should be sent.
B) mention a deadline for recommendation
C) include an offer to pay for the service rendered
D) contain a sincere apology for the trouble caused
E) contain an expression of appreciation
Q:
The opening of a request for recommendation should ________.
A) contain a sincere apology for the trouble caused
B) clearly state why the recommendation is required
C) include an offer to pay for the service rendered
D) include the full name and address of the person to whom the letter should be sent
E) contain a neutral buffer statement or statements
Q:
The opening of a request for recommendation should ________.
A) include the full name and address of the person to whom the letter should be sent
B) mention the deadline for sending the letter
C) trigger the reader's memory of the relationship he/she had with the person referred
D) include an offer to pay for the service rendered
E) contain a neutral buffer statement or statements
Q:
Which of the following is a point to keep in mind when developing routine requests for recommendations?
A) Use the indirect approach for requests for recommendations.
B) Avoid stating why the recommendation is required.
C) Always ask for permission before using someone as a reference.
D) Always offer to pay for the favor.
E) Avoid pressuring the receiver by mentioning a deadline.
Q:
You write to your college professor, asking her to vouch for your skills and abilities to a prospective employer. This is an example of a routine request asking for ________.
A) settlements to claims
B) recommendations
C) adjustments
D) information or action
E) mediation
Q:
You are developing a routine request asking the sales personnel in your team to submit their sales figures for the month. Which of the following would most effectively close your message?
A) Please send me the information by Thursday evening so that I can include the information in the monthly sales report. Thank you.
B) These figures should reach my office as soon as possible.
C) I would like to have these figures at the earliest since they need to be included in the monthly sales report. Thanks in advance.
D) Please ensure that this request is complied with by Thursday evening so that I can include the figures in the monthly sales report.
E) I expect this information to be sent by Thursday. Please note that time is of the essence here.
Q:
The closing of a routine request message should include ________.
A) a sincere apology for the inconvenience caused
B) explanations and justifications for the request
C) the phrase "thank you in advance" to ensure compliance
D) information about how you can be reached
E) questions that will help you organize the message
Q:
When explaining and justifying your routine request in the body of your message, you should ________.
A) address multiple topics in one question
B) offer apologies for any inconvenience caused
C) put your most important request at the end
D) not assume that your audience will comply
E) break down complex requests into specific questions
Q:
When making a routine request, the body of your message should ________.
A) put your most important request at the end
B) explain and justify your request
C) address multiple topics in one question
D) offer apologies for any inconvenience caused
E) include information about how you can be reached
Q:
When stating your routine request upfront, you should ________.
A) use the phrase "thank you in advance"
B) first offer a justification for the request
C) use a demanding tone to ensure compliance
D) state precisely what you want
E) not assume that your audience will comply
Q:
Routine requests should begin with ________.
A) a clear statement of request
B) a buffer that builds up to the main request
C) a justification for the request
D) an attention-getting statement, fact or question
E) the phrase "thank you in advance" or similar words of appreciation
Q:
When developing routine requests and positive messages, you should ________.
A) slowly build up to the request or main idea
B) not assume that your audience will comply
C) demand action to ensure compliance
D) be non-specific when stating what you want
E) state precisely what you want
Q:
What are the guidelines for creating informative messages?
Q:
You are Manager, Customer Services, at Famous Watches. You have received a complaint from a customer stating that his watch has stopped working ever since the time he wore it when he went diving. This particular model, though water resistant, cannot be worn when underwater. This information is clearly givenwith graphicson the reverse of the watch, in the user manual enclosed with the product, and on the packaging. However, in order to build goodwill, the company decides to provide free service and parts to repair the watch. Draft an email to the customer, communicating the company's decision, making up any details that you may need.
Q:
Outline an effective strategy for writing routine replies and positive messages.
Q:
You need a printed letter of recommendation from a professor in your college, and you are not sure if the professor will remember you because more than five years have passed since you graduated. How will you go about drafting your request in this case? Draft a message, filling in the required details from your imagination.
Q:
When sending condolence messages, open with your personal sense of loss followed by some life advice for the reader.
Q:
You may send congratulations for personal events, even if you don't know the reader well.
Q:
Since informative messages are not solicited by the reader, state the purpose of the message only in the body of the message.
Q:
If you decide to write a letter of recommendation or respond to a request for information about a job candidate, your goal is to convince readers that the person being recommended has the characteristics necessary for the job, project assignment, or other objective the person is seeking.
Q:
When responding to a claim where a third party is at fault, you should clearly assign the blame to the third party and ask the customer to follow up the claim with the third party.
Q:
Regardless of who is at fault, you must make it a point to apologize when granting a customer's claim.