Q&A Hero

Q: In a negative message, the explanation section should A) distract readers with current events. B) apologize for any inconvenience the message may cause. C) lead readers to your conclusion before you state it. D) establish common ground with the reader. E) clearly indicate the bad news.

Q: If you ________, you can close a negative message in a positive way. A) limit goodwill B) suggest alternative actions C) repeat the bad news D) invite future correspondence E) pretend the bad news didn't happen

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. E) Emphasize how much you wish you had good news.

Q: According to the indirect approach for delivering bad news, you should place the negative news A) immediately after the buffer. B) immediately before the reasons. C) immediately after the reasons. D) at the very end. E) in the opening paragraph.

Q: One way to be tactful when giving your reasons for bad news is to A) explain why the decision is good for you and your company. B) focus on facts and imply the bad news. C) explain that the decision is based on company policy. D) apologize for having to be the bearer of bad news. E) explain how hard the decision was to make.

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) indicate the company policy that leads to the bad news.

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) shift the blame to the reader or a third party.

Q: A well-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) indicate empathy with the audience. E) flatter the reader.

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) allows you to indicate fault before stating 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) start with the most favorable part of your message.

Q: Instead of announcing the bad news up front, you can open with a ________ to establish common ground with the reader. A) humorous anecdote B) buffer statement C) diversionary tactic D) heartwarming story E) series of facts and figures

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

Q: What are the two benefits of stating the bad news at the beginning of a negative message?

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: When you're closing a message about an error that your company made, explaining the steps being taken to avoid similar mistakes in the future A) is a bad idea, since it distracts attention from the main idea. B) is helpful, even when those steps are not likely to make a difference. C) should always be avoided since it acknowledges guilt. D) can underscore the sincerity of an apology. E) will usually result in skepticism among your peers.

Q: When it comes to apologizing for corporate mistakes, judges, juries, and plaintiffs tend to A) react negatively when companies apologize. B) dismiss such apologies as insincere. C) be more forgiving of companies that apologize. D) understand that companies should never admit guilt. E) expect non-profit organizations to admit guilt, but not for-profit companies.

Q: Explaining negative news in the body of your message A) is required in all negative messages. B) adds unnecessary verbiage to the message. C) is guaranteed to confuse even the most conscientious readers. D) is required for external audiences but isn't useful for internal audiences. E) is often helpful when you're writing to an important customer.

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) always urge the reader to avoid legal action.

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 not worry about tone.

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) begin with a neutral buffer.

Q: Rewrite the following negative message using positive words rather than negative ones: "Since you failed to send payment, we cannot ship your order."

Q: What are your five main goals when delivering bad news?

Q: You can help establish the right tone in a negative message by using positive words rather than negative, counterproductive ones.

Q: To avoid awkward situations, it is best to deliver bad news for employees in writing whenever possible.

Q: Which of the following is not a goal when communicating negative information? A) to convey the bad news B) to gain acceptance for the bad news C) to minimize damage to goodwill as much as possible D) to maintain a good image for the organization E) to reduce or eliminate the need for future correspondence on the matter

Q: Using the direct approach for negative messages A) makes a shorter message possible. B) is rude and unprofessional. C) is always preferable when communicating internally. D) means you end with a statement of your main idea. E) requires more time for your audience to understand.

Q: When you need to maintain a close working relationship with someone to whom you are sending a negative message, you should generally A) assume they will handle the news professionally. B) analyze the situation carefully. C) have someone else deliver the message. D) combine the direct and indirect approaches. E) delay the message as long as possible.

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 E) persuasive approach

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 E) persuasive approach

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) is overly positive.

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) encourage future questions and communications.

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) praise and promise

Q: Consider the following statements. Which one of them is phrased in a negative way? A) Please clarify your request. B) Your copier will be repaired next week. C) Your payment is late. D) Thank you for sharing your concerns about your shopping experience. E) Please verify the enclosed statement and provide a correct copy.

Q: If you must deliver bad news, determine ________ to help you choose the direct or indirect approach for delivering the message. A) how much you care about the audience B) how important the news is to the reader C) your writing style preferences D) how much time is available to develop a message E) if a strong buffer can be developed

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) avoid stating the bad news in the message

Q: During the process of composing a negative message, you should try to A) choose a buffer that will distract your reader. B) gain the reader's acceptance of the bad news. C) leave the reader with hope that you will change your decision. D) avoid stating the bad news. E) surprise the audience with the bad news.

Q: When you're writing a message of appreciation, A) keep it detailed and heartfelt. B) avoid drawing attention to specific circumstances. C) mention the names of those whom you want to acknowledge. D) send it electronically whenever possible. E) identify any negative results and suggestions for correcting them.

Q: Which of the following will not help you write routine messages that promote goodwill? A) providing information your readers may find helpful B) focusing on your audience C) including a sales pitch with every routine message D) maintaining a positive tone E) offering suggestions for areas of improvement

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. E) providing recommendations.

Q: What three goals should you have when answering routine requests and a potential sale is involved?

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: A routine positive message should never include negative information.

Q: The best opening for a positive message includes the single most important information you need to give the audience.

Q: When responding positively to a request, the goal is to A) increase future sales. B) leave the reader with a good impression of you and your firm. C) imply good news without clearly stating it. D) answer the most important questions. E) provide details that will help the reader make a decision.

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) direct and informal.

Q: Most routine informative messages have a ________ tone. A) positive B) relational C) neutral D) dogmatic E) negative

Q: When you're writing a routine reply to a positive message, your readers will generally be ________ what you have to say; therefore, you can use the ________ with a routine reply or positive message. A) interested in; direct approach B) resistant to; indirect approach C) skeptical of; direct approach D) in tune with; indirect approach E) oblivious to; direct approach

Q: When you're writing to acknowledge a customer's order, include a ________ to assure the customer that he/she has made good purchase. A) resale comment B) discount coupon C) price list for other products D) self-addressed stamped envelope E) copy of a press release

Q: The closing section of a positive message A) highlights a benefit to the audience or expresses goodwill. B) states the main idea. C) is the longest part. D) provides resale information. E) should usually include humor or a personal comment.

Q: The close of a routine reply or positive message should A) clearly state who will do what next. B) explain the reasons for any negative information you have included. C) offer an explanation for why this decision was made. D) create some ambiguity, so the audience will be more likely to contact you. E) offer a resale opportunity.

Q: In corresponding with customers, making statements such as, "Thank you for purchasing the most durable notebook computer you can buy" is A) to be avoided in routine positive messages. B) a good way to build customer relationships. C) an important part of all negative responses to claim letters. D) insulting and self-serving, unless you include a check or a free product. E) most effective in an indirect message.

Q: If you have strongly negative information to deliver as part of a positive message, you should A) open with the negative information. B) use the indirect approach. C) put the negative information in a separate message. D) apologize for having to spoil the moment. E) put it at the beginning of the message.

Q: If you have mildly disappointing information to deliver as part of a positive message, you should A) put the negative information in a favorable context. B) simply omit it from the message. C) put the negative information first. D) put the negative information last. E) use humor to suggest the outcome is not too bad.

Q: In a positive message, you should explain your point completely in A) the introduction. B) the body. C) the close. D) all three, since repetition is the key to getting the message across. E) none of the above, allowing the reader to figure it out on his or her own.

Q: In a positive message, present the main idea A) in the first sentence of the middle paragraph. B) at the end of the middle paragraph. C) right at the beginning of the letter. D) in the last sentence of the letter. E) by implication only.

Q: When you're writing a routine reply to a positive message, your readers will generally be ________ what you have to say, so you can use the ________ in your reply. A) interested in; direct approach B) resistant to; indirect approach C) disinterested in; direct approach D) in tune with; indirect approach

Q: Routine, positive messages should do all of the following except A) leave your reader with a good impression. B) use an indirect approach. C) provide all required details. D) communicate the information or positive news. E) use a professional, respectful tone.

Q: When you're providing details in the body of routine or positive message, A) include a checklist of questions for the reader to consider. B) identify potential flaws in service. C) be complementary. D) maintain the supportive tone that you established in the introduction. E) explain the consequences of not achieving your goal in writing.

Q: Describe the three-step strategy for requesting information and action.

Q: List the three major categories of common routine requests.

Q: It's best to back up all claims and requests for adjustments with invoices, sales receipts, and so on and to send copies to the company and keep the originals.

Q: Due to potential legal problems, many companies have a policy that prevents employees from providing recommendation letters.

Q: Requesting references before extending credit A) was once common, but not anymore. B) happens only when the applicant has a very poor credit rating. C) is illegal in the U.S. D) is a diplomatic way of denying applications. E) is a common practice.

Q: When you request an adjustment, asking the company to assess your claim and then propose a fair solution to the problem is A) a waste of time. B) effective with small companies only. C) always more effective than proposing a solution of your own. D) helpful when you are uncertain about the exact nature of the problem. E) feasible only if you have hired legal counsel.

Q: Unlike a claim, a request for adjustment A) is a formal complaint. B) should be phrased in a more aggressive tone. C) does not require supporting documentation. D) seeks a specific settlement. E) should always open with a buffer.

Q: When making a claim or requesting an adjustment, your close should A) clearly state how angry and disappointed you are. B) explain the specific details of the problem. C) request the specific action required to resolve the problem. D) explain that you are planning to seek legal counsel. E) suggest that you will probably take your business elsewhere.

Q: When making claims or requesting adjustments, you should begin by A) complimenting the company for past service. B) providing a detailed description of the faulty merchandise. C) providing a straightforward explanation of what the problem is. D) threatening legal action if you do not receive a favorable adjustment. E) saying how disappointed you are in the company.

Q: In closing a request for a recommendation, you should include A) an expression of appreciation. B) a reminder as to why you need a recommendation. C) key points you want the writer to include in the recommendation. D) type of job being applied for. E) skills needed for the job being applied for.

Q: The opening of a request for a recommendation should include A) a buffer statement to distract the reader. B) a statement implying that you're applying for a position. C) a statement on why the recommendation is needed. D) an apology for bothering the reader. E) a request for the writer to overstate your qualifications.

Q: If you request a recommendation from a person you haven't had contact with recently, you should A) use the opening of your letter to refresh the person's memory. B) enclose a stamped, preaddressed envelope. C) use the persuasive approach. D) use the bad-news approach. E) tell them what specific qualities you would like mentioned.

Q: Before volunteering someone's name as a reference, always A) assume you have permission to do so. B) ask that person's permission. C) describe your relationship with that person. D) list that person's address and phone number for ease of contact. E) explain that you're not really sure what they will say about you.

Q: A claim is ________; an adjustment is ________. A) a goodwill message; a means to an end B) an emotional reaction; a calculated response C) a formal complaint; a settlement of a claim D) an informal complaint; an emotional reaction E) an assertion; a shift in point of view

Q: Most simple requests can be handled by explaining A) what you want to know or want the reader to do. B) who is making the request. C) why the request is critical. D) who the reader should seek help from to fulfill the request. E) the potential outcome if the request is denied.

Q: In requesting a sales report from a coworker, you should A) use the indirect approach. B) get straight to the point. C) maintain a formal style and tone. D) incorporate circular reasoning to justify your request. E) copy the manager on the request.

Q: When you're writing a routine request for information or action in a complex situation, A) provide vague reasons to support your request. B) limit the justification for your request. C) point out the benefits of complying with your request. D) dwell on the negative consequences of choosing not to comply. E) identify who will be affected by a lack of action on the reader's part.

Q: When writing for a claim or adjustment, the opening should state the problem as well as A) who is at fault. B) competitive options. C) how the issue has affected the business relationship. D) model and serial number. E) your request.

Q: Because requests for recommendations and references are ________, they can be organized using a direct approach. A) simple B) personal C) confidential D) risky E) routine

Q: What three message points can you use to write most simple request messages?