Business and Administrative Communication Study Set 1

Business

Quiz 9 :

Delivering Negative Messages

Quiz 9 :

Delivering Negative Messages

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It is always better to work out a customer problem in a public forum, so that the public can see how you deal with customers.
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True False
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False

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Using the phrase "I am sorry that we are unable to" will help to soften a negative message.
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True False
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False

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Which of the following is most likely to be a positive message rather than a negative one?
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Multiple Choice
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Answer:

B

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All shipments from a kitchen supply company are delayed because products are stuck in customs overseas. Jacqueline, a delivery manager, is required to inform a client that she will not be able to make his delivery by the required date. Since Jacqueline has a good relationship with this client, she expects him to understand. In which of the following ways should she express the negative message to her client?
Multiple Choice
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A negative message to a customer should end with
Multiple Choice
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Having the audience accept the bad news is a secondary purpose of negative messages.
True False
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Which of the following ways is the right way to deal with criticism?
Multiple Choice
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All negative messages should contain an apology in order to sound sincere.
True False
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Ann has been called into an unplanned meeting with her supervisor, who wants to give her feedback on her recent project. During the meeting, Ann's supervisor criticizes her style of working and her inability to focus on her tasks. Which of the following should Ann do to deal with the criticism effectively?
Multiple Choice
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When you present a good alternative in a negative message, it is better to place the alternative in the opening of the message.
True False
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Which of the following is recommended while conveying bad news to customers?
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Stanislaw is in charge of the efficient shipping department of a well-known automobile manufacturing company. On Monday, Stanislaw faced a problem that caused shipping to be stopped for two hours. This caused a possible financial loss to the company. While informing his boss of the delay, Stanislaw should remember to
Multiple Choice
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You should present disciplinary notices and negative performance appraisals indirectly with buffers.
True False
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When choosing a channel for delivering bad news, you should consider the type and complexity of the explanation.
True False
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Messages that at first appear to be negative cannot be structured to create a positive feeling.
True False
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Which of the following is an effective way to begin a negative message to a customer to make it more likely that the customer will read the letter?
Multiple Choice
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One of the primary purposes of a negative message is to
Multiple Choice
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In business documents, apologies should be provided at the beginning and end of a message.
True False
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Which of the following statements about negative messages is true?
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Giving your audience an alternative or a compromise in a negative message allows you to end on a positive note.
True False
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