Question 1

What is the best advice for presenting the bad-news portion of your negative message to employees?

Accepted Answer

A)   Strive to sugarcoat the message to ease the employees' pain.
B)   Place the bad news in the first sentence of a paragraph.
C)   Position the bad news so that it does not stand out.
D)   Use subjective language.

Question 2

When delivering bad news, you should first determine if the negative information is newsworthy.

Accepted Answer

A) True 
 B)False

Question 3

Which of the following bad-news messages should be organized using the direct strategy?

Accepted Answer

A)   An announcement of changes in business services
B)   A layoff notice for a long-time employee
C)   A denial of benefits on an insurance claim to an angry customer
D)   A notice of an unexpected plant closure to the city council and mayor

Question 4

The closing of a bad-news message may include all of the following except

Accepted Answer

A)   anticipate future relations or business.
B)   reference resale or promotional information.
C)   include coupons, samples, or gifts.
D)   a restatement of the bad news.

Question 5

Although you may worry about using the indirect strategy to communicate bad news, one benefit it has is

Accepted Answer

A)   demonstrating your writing abilities.
B)   ensuring that your reasoning will be read while the receiver is still receptive.
C)   disguising the bad news.
D)   placing the bad news before the explanation.

Question 6

A bad-news message, whether delivered in person or in writing, is usually better received when you

Accepted Answer

A)   give the reasons before the bad news.
B)   immediately share the bad news.
C)   provide the reasons and explanations but conceal the bad news.
D)   combine the buffer and bad news.

Question 7

Porter Grace, RN, is declining an invitation to speak about the health benefits of juice bars at the fall conference of the Health and Fitness Trainers Association (HAFTA) . Which of the following is the most effective buffer?

Accepted Answer

A)   I must decline HAFTA's invitation to speak at its fall conference.
B)   HAFTA members must be looking forward to the annual fall conference in Phoenix this year.
C)   Because you requested only the benefits of juice bars and because I am only a registered nurse, I am not the speaker you need; perhaps you should contact a juice-bar salesperson.
D)   I cannot speak at your annual conference.

Question 8

Every business will have unhappy customers at some point. If possible, the business should respond immediately and personally to these customers' problems.

Accepted Answer

A) True 
 B)False

Question 9

Every business person will need to write a negative business message that may disappoint, irritate, or anger a receiver; these messages must be written

Accepted Answer

A)   carefully.
B)   by top-level management only.
C)   using only the direct organizational strategy.
D)   deceitfully.

Question 10

The direct strategy saves time and is preferred by some who consider it to be more professional and even more ethical than the indirect strategy.

Accepted Answer

A) True 
 B)False

Question 11

Which of these patterns is typical for bad-news messages presented in the indirect strategy?

Accepted Answer

A)   Buffer, reasons, bad news, and closing
B)   Buffer, bad news, and closing
C)   Explanation, bad news, buffer, and closing
D)   Bad news, explanation, and closing

Question 12

The closing in a bad-news communication to employees must never look forward or discuss what will happen next because doing so can create a legal obligation.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following is the most important part of a negative message?

Accepted Answer

A)   A positive, forward-looking closing
B)   A neutral buffer
C)   An explanation of the reasons for the bad news
D)   The bad news itself

Question 14

You can soften the blow of the bad news in refusing a typical request or claim by

Accepted Answer

A)   emphasizing the bad news.
B)   using the active voice.
C)   implying the refusal.
D)   accentuating the negative.

Question 15

A buffer is a device to reduce shock or pain.

Accepted Answer

A) True 
 B)False

Question 16

Corbin must inform employees that overtime pay will be reduced from the current 2.0 factor to a 1.5 factor. Because he anticipates a hostile reaction, which of the following sequences should Corbin use for the parts of his message?

Accepted Answer

A)   Bad news, explanation, reasons, and closing
B)   Bad news, reasons, buffer, and closing
C)   Buffer, reasons, bad news, and closing
D)   Buffer, explanation, reasons, and closing

Question 17

If your message may create a hostile reaction, you should use the indirect strategy.

Accepted Answer

A) True 
 B)False

Question 18

To soften bad news, many business writers choose to use the ____________________ organizational strategy.

Accepted Answer

The answer of To soften bad news, many business writers...

Question 19

If you are worried that the indirect strategy seems manipulative, you should use the direct strategy to break the bad news bluntly even though the direct strategy may cause hard feelings and pain.

Accepted Answer

A) True 
 B)False

Question 20

All bad-news messages should be presented using the indirect strategy.

Accepted Answer

A) True 
 B)False

Exam 7: Negative Messages

If your message may create a hostile reaction, you should use the indirect strategy.

Correct AnswerverifiedShow Answer

You can soften the blow of the bad news in refusing a typical request or claim by

Correct AnswerverifiedShow Answer

Which of the following is the most important part of a negative message?

Correct AnswerverifiedShow Answer

Which of the following bad-news messages should be organized using the direct strategy?

Correct AnswerverifiedShow Answer

The direct strategy saves time and is preferred by some who consider it to be more professional and even more ethical than the indirect strategy.

Correct AnswerverifiedShow Answer

A bad-news message, whether delivered in person or in writing, is usually better received when you

Correct AnswerverifiedShow Answer

Every business person will need to write a negative business message that may disappoint, irritate, or anger a receiver; these messages must be written

Correct AnswerverifiedShow Answer

The closing of a bad-news message may include all of the following except

Correct AnswerverifiedShow Answer

To soften bad news, many business writers choose to use the ____________________ organizational strategy.

Correct AnswerverifiedShow Answer

Which of these patterns is typical for bad-news messages presented in the indirect strategy?

Correct AnswerverifiedShow Answer

The closing in a bad-news communication to employees must never look forward or discuss what will happen next because doing so can create a legal obligation.

Correct AnswerverifiedShow Answer

Every business will have unhappy customers at some point. If possible, the business should respond immediately and personally to these customers' problems.

Correct AnswerverifiedShow Answer

What is the best advice for presenting the bad-news portion of your negative message to employees?

Correct AnswerverifiedShow Answer

Porter Grace, RN, is declining an invitation to speak about the health benefits of juice bars at the fall conference of the Health and Fitness Trainers Association (HAFTA) . Which of the following is the most effective buffer?

Correct AnswerverifiedShow Answer

If you are worried that the indirect strategy seems manipulative, you should use the direct strategy to break the bad news bluntly even though the direct strategy may cause hard feelings and pain.

Correct AnswerverifiedShow Answer

Although you may worry about using the indirect strategy to communicate bad news, one benefit it has is

Correct AnswerverifiedShow Answer

All bad-news messages should be presented using the indirect strategy.

Correct AnswerverifiedShow Answer

Corbin must inform employees that overtime pay will be reduced from the current 2.0 factor to a 1.5 factor. Because he anticipates a hostile reaction, which of the following sequences should Corbin use for the parts of his message?

Correct AnswerverifiedShow Answer

When delivering bad news, you should first determine if the negative information is newsworthy.

Correct AnswerverifiedShow Answer

A buffer is a device to reduce shock or pain.

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

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

Correct Answer
verified

Correct Answer
verified