Excellence in Business Comm., 10e (Thill)
Chapter 9 Writing Negative Messages
1) When composing a negative message, you should try to
A) choose a buffer that will distract your reader from the main point of your message.
B) gain the audience'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.
Answer: B
2) Use the direct approach with a negative message if
A) the message will have a great deal of personal impact on members of the audience.
B) the situation is one in which people readily acknowledge the possibility of receiving bad
news.
C) an order is unfillable or portions of it must be back-ordered.
D) you are refusing to make an adjustment on a claim.
E) you're worried that you have already delayed giving the bad news for too long.
Answer: B
3) Which of the following would be an inappropriate use of the word "you" in a negative
message?
A) You possess many fine skills.
B) The frying pan you ordered is being shipped today.
C) You shouldn't have washed that wool shirt; it should be dry cleaned only.
D) When you have more managerial experience, we encourage you to reapply.
E) As you know, our company's client base has grown more slowly than expected.
Answer: C
4) When using the direct approach to deliver negative messages, you
A) begin with a buffer.
B) should not include reasons for the decision or information.
C) should end the message on a respectful note.
D) can expect your audience to be offended.
E) should not worry about tone.
Answer: C
5) 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 against taking legal action.
Answer: C
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