Question 1

When using the indirect approach to organize your negative news message,you should open with a(n)________.
A) apology
B) explanation for the news
C) clear statement of the news
D) buffer

Accepted Answer

The indirect approach for organizing negative news messages typically starts with a buffer, which is a neutral or positive statement aimed at cushioning the impact of the negative news that follows.

Question 2

When providing reasons for bad news in a negative news message that uses the indirect approach,you should ________.
A) avoid using "company policy" as the reason most of the time
B) start with the most negative points and then move on to increasingly positive ones
C) present your reasons in a clearly apologetic tone
D) avoid going into details of the reasons for the bad news

Accepted Answer

Using "company policy" as the reason for bad news can come across as impersonal and unfeeling. It is important to personalize the message and explain the reasons in a way that shows empathy for the reader.

Question 3

When conveying negative news you should always ________.
A) use the indirect approach
B) close on a positive note
C) offer a sincere apology
D) open with a neutral, noncontroversial statement

Accepted Answer

When delivering negative news, it is important to close on a positive note to leave a lasting impression on the receiver. This can help to soften the blow and potentially mitigate any negative reactions. The other options such as using the indirect approach, offering a sincere apology, or opening with a neutral statement may also be helpful in certain situations, but closing on a positive note is the best choice overall.

Question 4

When using the direct approach to deliver bad news,the body of your message should include ________.
A) an action step for ways to change or lessen the bad news
B) a clear statement of the bad news
C) reasons for the decision
D) all of the above

Accepted Answer

The answer of When using the direct approach to deliver...

Question 5

In most cases,when you use the direct approach to organize your negative message,you'll follow the opening with a(n)________.
A) statement that signals the negative news ahead
B) clear statement of the bad news
C) sincere apology
D) explanation of why the news is negative

Accepted Answer

The direct approach involves providing an explanation of why the news being communicated is negative. This can help to provide context and understanding for the recipient, and may make the news easier to accept. However, the explanation should be brief and should not focus on placing blame or making excuses.

Question 6

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.

Accepted Answer

Providing enough detail for the audience to understand your reasons is important in order to be transparent and avoid any confusion or misunderstandings. This can help to mitigate any negative reactions to the bad news. Choices A, B, and C are incorrect as they either do not provide adequate information or are not appropriate approaches for giving bad news.

Question 7

Dana,HR manager at a small company,must communicate to an employee that his request for a raise cannot be fulfilled,considering his productivity rates.Which of the following lines would best serve as a buffer for this message?
A) We would love to grant your request but your productivity is really not up to the mark this year.
B) We have decided that, considering your productivity rate, we cannot give you the raise that you had requested.
C) You are doing a great job out there and we would like to commend you on your performance.
D) After receiving your request for a raise, we did a careful evaluation of your productivity levels over the course of the last year.

Accepted Answer

Option D is the best buffer as it starts neutrally by acknowledging the request and explaining that a careful evaluation was done, without immediately jumping to a negative conclusion or focusing on poor performance.

Question 8

When providing reasons for bad news in a negative news message that uses the indirect approach,you should ________.
A) use "company policy" as the reason whenever possible
B) start with the most positive points and then move on to increasingly negative ones
C) present your reasons in a clearly apologetic tone
D) avoid going into details of the reasons for the bad news

Accepted Answer

The answer of When providing reasons for bad news in...

Question 9

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

Accepted Answer

In the indirect approach for delivering a negative message, the buffer is followed by an explanation for the news. This helps to prepare the reader for the bad news by providing context and reasoning before the actual negative information is presented.

Question 10

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 for this message,considering that you are 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.

Accepted Answer

Option B serves as a buffer statement as it acknowledges the shared goal between the marketing department and the company which helps to build a positive relationship before delivering the negative news. Option A mentions budget constraints which immediately communicates the negative news and can be perceived as blunt. Option C also builds a positive relationship but does not effectively lead to the negative news while option D is irrelevant to the message being delivered.

Question 11

In a negative message that uses the indirect approach,an ideal explanation section should ________.
A) include a sincere apology
B) give additional information about the bad news revealed in the opening
C) first reveal the bad news and then suggest alternative courses of action
D) signal the negative news ahead

Accepted Answer

The answer of In a negative message that uses the...

Question 12

Which of the following is NOT a goal of negative messages?
A) Avoiding a lawsuit
B) Ensuring the acceptance of the bad news
C) Reducing further correspondence on the matter
D) Maintaining the organization's good image

Accepted Answer

Avoiding a lawsuit is not a primary goal of negative messages; the main goals are to ensure the acceptance of the bad news, reduce further correspondence on the matter, and maintain the organization's good image.

Question 13

The purpose of using the indirect approach to organize a negative message is to ________.
A) obscure bad news
B) help readers accept the news
C) limit your responsibility
D) help readers get to the main idea of the message immediately

Accepted Answer

The purpose of using the indirect approach is to help readers accept the bad news by first establishing a positive relationship, providing background information, and then delivering the negative news tactfully. The indirect approach aims to prepare the audience for the bad news and soften the impact of it.

Question 14

An apology should ________.
A) be stated at the end of your buffer
B) be stated at the beginning of your buffer
C) not be included if there is a threat of a lawsuit
D) include an explanation of your reasons for the bad news in the buffer

Accepted Answer

The answer of An apology should ________.
A) be stated at...

Question 15

A poorly written buffer might do all of the following EXCEPT ________.
A) trivialize the reader's concerns
B) come across an insincere and trite
C) introduce the general subject matter
D) divert attention from the problem with insincere flattery or irrelevant material

Accepted Answer

A buffer is meant to introduce the general subject matter and pave the way for the main message to follow. Trivializing the reader's concerns, coming across as insincere, and diverting attention from the problem are all examples of poorly written buffers.

Question 16

What is an example of a sincere apology?
A) I'm sorry if you were offended by what happened.
B) I'm sorry that our product resulted in a financial loss for your business.
C) I'm sorry that Chris's service did not live up to your expectations.
D) I'm sorry to hear of your difficulties.

Accepted Answer

The answer of What is an example of a sincere...

Question 17

In a negative message using the indirect approach,well-written reasons are NOT ________.
A) individualized
B) positive
C) apologetic
D) detailed

Accepted Answer

Well-written reasons in a negative message using the indirect approach should be individualized, positive, and detailed, but not apologetic. Apologizing can weaken the message and detract from its purpose.

Question 18

A good buffer ________.
A) diverts attention from the problem
B) establishes common ground with the reader
C) indicates that the message contains good news
D) is a statement unrelated to the point of the message

Accepted Answer

A good buffer helps establish common ground with the reader by showing that the writer understands and respects the reader's perspective. It can also set a positive tone for the rest of the message. Diverting attention from the problem (A) or including a statement unrelated to the point of the message (D) are not effective ways to use a buffer. While indicating good news (C) can be a useful strategy for some messages, it is not the only or most important function of a buffer.

Question 19

When using the direct approach in your negative news messages,you should open with a ________.
A) sincere apology
B) buffer statement
C) disclaimer limiting your responsibility
D) clear statement of the bad news

Accepted Answer

When using the direct approach in negative news messages, it is important to clearly state the bad news upfront. This helps to avoid confusion or misunderstanding, and allows the recipient to immediately understand the purpose and content of your message. Opening with a buffer statement or disclaimer can dilute the impact of the message, while an apology may not always be necessary depending on the situation.

Question 20

Margaret is in the process of developing a message using the direct approach to inform a customer that the company is currently all sold out of the AT3 model lawnmower that he wished to purchase.Which of the following lines would best form the opening lines of this message?
A) The AT3 model lawnmower is the best-selling lawnmower in the market right now and a favourite of homeowners across the country.
B) We regret to inform you that we are currently all sold out of the AT3 model lawnmower that you had requested.
C) We are currently all sold out of the best-selling AT3 model lawnmower that you had requested.
D) Summer is peak season for us and we usually see a marked spike in demand for our entire range of lawn mowers during this time; it's no different this time.

Accepted Answer

The answer of Margaret is in the process of developing...

Quiz 8: Writing Negative Messages

When using the indirect approach to organize your negative news message,you should open with a(n) ________.

When providing reasons for bad news in a negative news message that uses the indirect approach,you should ________.

When conveying negative news you should always ________.

When using the direct approach to deliver bad news,the body of your message should include ________.

In most cases,when you use the direct approach to organize your negative message,you'll follow the opening with a(n) ________.

Which of the following is a guideline for providing reasons for bad news in a negative news message that uses the indirect approach?

Dana,HR manager at a small company,must communicate to an employee that his request for a raise cannot be fulfilled,considering his productivity rates.Which of the following lines would best serve as a buffer for this message?

When providing reasons for bad news in a negative news message that uses the indirect approach,you should ________.

In a negative message using the indirect approach,the buffer in the opening is immediately followed by a(n) ________.

In a negative message that uses the indirect approach,an ideal explanation section should ________.

Which of the following is NOT a goal of negative messages?

The purpose of using the indirect approach to organize a negative message is to ________.

An apology should ________.

A poorly written buffer might do all of the following EXCEPT ________.

What is an example of a sincere apology?

In a negative message using the indirect approach,well-written reasons are NOT ________.

A good buffer ________.

When using the direct approach in your negative news messages,you should open with a ________.

Margaret is in the process of developing a message using the direct approach to inform a customer that the company is currently all sold out of the AT3 model lawnmower that he wished to purchase.Which of the following lines would best form the opening lines of this message?