Question 1

Which of the following statements about using technology for negative messages is true?

Accepted Answer

Employers should avoid using social media for communicating negative messages because it can lead to public backlash, misunderstandings, and damage to the company's reputation. Social media platforms are public and not the appropriate channels for sensitive or negative communications.

Question 2

Many large corporations now have ________ handling negative social media posts.

Accepted Answer

Teams of employees are often responsible for handling negative social media posts for large corporations.

Question 3

After a company fixes a problem, it should respond to further references

Accepted Answer

A brief, nondefensive statement acknowledging the handling of the situation and expressing regret for the mistake is professional and helps maintain trust with the public or customers.

Question 4

Give an example to illustrate two primary purposes of a negative message.

Accepted Answer

The answer of Give an example to illustrate two primary...

Question 5

David Mason is a sales manager at a telecom company, and he recently reviewed the sales report of one of the company's outlets. He is disappointed to see the low sale of mobile connections and now needs to convey the message to his subordinates. What kind of an organization should he follow while conveying his message?

Accepted Answer

The answer of David Mason is a sales manager at...

Question 6

Which of the following should be undertaken while creating disciplinary notices?

Accepted Answer

The answer of Which of the following should be undertaken...

Question 7

List the steps for organizing a message conveying bad news to superiors.

Accepted Answer

The answer of List the steps for organizing a message...

Question 8

Haruka's business flight back to the city where she works was delayed by two days, and she was very upset about having to pay for two additional nights at her hotel. While writing a complaint to the airline, which of the following should Haruka follow?

Accepted Answer

The answer of Haruka's business flight back to the city...

Question 9

Which of the following statements about resignation letters written by employees is true?

Accepted Answer

The best resignation letters are those that maintain a positive tone and try to leave on good terms, neutralizing any feelings of discontent and focusing on the positive aspects of the employment period. This approach helps in preserving professional relationships and can be beneficial for future references.

Question 10

Which of the following is recommended while writing rejections and refusals?

Accepted Answer

Using knowledge of the organization's culture when crafting messages, especially rejections or refusals, ensures that the tone and approach are appropriate and respectful within the context of that organization. This helps in maintaining professional relationships and understanding.

Question 11

Which of the following statements about layoffs is true?

Accepted Answer

Layoffs can negatively impact the morale and productivity of remaining employees due to increased workload, fear of job security, and loss of team members.

Question 12

RVM Corp. is currently in the process of hiring recent college graduates for its internship positions. Which of the following should the company do when emailing candidates who did not qualify for an in-person interview round?

Accepted Answer

The answer of RVM Corp. is currently in the process...

Question 13

Which of the following statements about claims in business communication is true?

Accepted Answer

Claims in business communication need to be clear and supported by facts, including details about what went wrong and the extent of the damage, to be effective and persuasive.

Question 14

Lynn has received repeated negative feedback about her attitude toward her co-workers. In spite of this, she has continued to behave disrespectfully with a few of them. A suitable response from the company in this situation is to

Accepted Answer

A disciplinary notice is a formal way to address repeated negative behavior and serves as a clear warning to Lynn to change her behavior.

Question 15

Give an example of how you should convey a negative message to a customer.

Accepted Answer

The answer of Give an example of how you should...

Question 16

Which of the following messages would most likely be the hardest to compose?

Accepted Answer

Product recalls involve sensitive communication as they directly impact consumer safety and a company's reputation, making them complex and challenging to compose.

Question 17

Which of the following is the most likely result of communicating honest reasons for a company's layoffs?

Accepted Answer

Communicating honest reasons for layoffs can help maintain trust and transparency, potentially reducing the likelihood of employees feeling wronged and deciding to sue the company. It shows respect and consideration for the affected employees, which can mitigate feelings of betrayal or injustice that might otherwise lead to legal action.

Question 18

Acme Electronics received a complaint on Twitter about an mp3 player that transmitted a shock to a user who was listening to it as it was charging. The employee who responded to the complaint tweeted back, "Maybe you should learn to read. The instruction booklet cautions against doing that." What is the most likely consequence of this response?

Accepted Answer

The employee's dismissive and rude response is likely to attract negative attention on social media, potentially going viral and harming the company's reputation.

Question 19

Performance reviews will be positive when they are designed to

Accepted Answer

Performance reviews are designed to help employees improve their performance.

Question 20

How can you best express refusals in a message? Explain.

Accepted Answer

The answer of How can you best express refusals in...

Quiz 9: Delivering Negative Messages