Question 1

When conveying negative news you should always ________.

Accepted Answer

Closing on a positive note can help soften the impact of the negative news and leave the recipient with a more favorable impression.

Question 2

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

Accepted Answer

In the indirect approach, it's effective to start with positive or neutral points to prepare the reader before presenting the negative news, making it easier for them to accept.

Question 3

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

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 4

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

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 5

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?

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 6

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

Accepted Answer

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

Question 7

An apology should ________.

Accepted Answer

An apology should not be included if there is a threat of a lawsuit because it can be seen as an admission of guilt or liability, which could be used against you in legal proceedings.

Question 8

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

Accepted Answer

When using the direct approach in negative news messages, it is essential to start with a clear statement of the bad news. This helps in establishing a sense of trust and honesty in the message, and the recipient can understand the message's purpose from the beginning. A buffer statement or a sincere apology can be perceived as insincere or confusing in this case. A disclaimer is also not appropriate as it may come across as a way to shift the responsibility away from the sender.

Question 9

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

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?

Accepted Answer

The best buffer statement is B because it acknowledges the request and shows that the general manager shares the same goal as the marketing department. This helps to establish goodwill and open the door for a gracious rejection later in the message. Choices A, C, and D do not adequately buffer the message or address the request in a positive manner.

Question 11

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

Accepted Answer

Providing enough detail for the audience to understand your reasons is important in order to help them understand the situation and why the bad news is happening. Using "company policy" as the reason most of the time may seem unsympathetic and not direct, while starting with the most negative points first could be too harsh for the audience. It is important to present the reasons in a professional and empathetic tone, but not necessarily always apologetic.

Question 12

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

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 13

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?

Accepted Answer

The direct approach involves stating the main point or news immediately. Option C directly informs the customer that the AT3 model is sold out, which is the main message.

Question 14

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

Accepted Answer

The purpose of using the indirect approach is to help readers accept the negative news by providing context, establishing common ground, and creating a more positive tone before delivering the bad news. This approach can soften the blow and reduce the risk of a negative reaction from the reader.

Question 15

What is an example of a sincere apology?

Accepted Answer

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

Question 16

A good buffer ________.

Accepted Answer

A good buffer should establish common ground with the reader to create a positive tone and to establish a connection before introducing the main point of the message. Diverting attention from the problem, indicating good news, or including statements unrelated to the point of the message can actually hinder the effectiveness of the message.

Question 17

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

Accepted Answer

The body of a direct approach message should provide reasons for the decision, helping the recipient understand the context and rationale behind the bad news.

Question 18

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

Accepted Answer

A buffer is meant to introduce the general subject matter and set the tone for the conversation or message. Trivializing the reader's concerns or using insincere and trite language can make the reader feel disrespected and unimportant. Diverting attention from the problem with irrelevant material or insincere flattery can also be unhelpful. However, failing to introduce the subject matter would not make the buffer poorly written; it would simply make it incomplete.

Question 19

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

Accepted Answer

The answer of In most cases, when you use the...

Question 20

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

Accepted Answer

Using "company policy" as a reason can seem impersonal and unhelpful, so it's better to provide more specific and empathetic reasons.

Quiz 8: Writing Negative Messages

When conveying negative news you should always ________.

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

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

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

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?

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

An apology should ________.

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

In a negative message using the indirect approach, the buffer in the opening is immediately followed by 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?

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

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?

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

What is an example of a sincere apology?

A good buffer ________.

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

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

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

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