Bad News Messages I
The bad feelings associated with disappointing news can be reduced if the receiver feels that the news was revealed sensitively, believes that the matter was treated seriously and fairly, and _______.
a.knows the reasons for the rejection clearly
b.learns of the bad news directly
c.understands the legal implications of the bad news
d.receives the bad news via certified mail
a.knows the reasons for the rejection clearly
Which of the following statements about writing to convey negative news is correct?
a.Negative messages should never accept blame.
b.Negative messages should aim to end the communication by having the final word.
c.Even experienced communicators are sometimes unsuccessful in meeting the goals related to negative messages.
d.Negative messages should be written with an aggressive tone to show dominance in the situation.
c.Even experienced communicators are sometimes unsuccessful in meeting the goals related to negative messages.
A device to reduce the shock or pain of bad news is called a(n) _______.
a.explanation
b.adjustment
c.buffer
d.deflector
c.buffer
Persuasion in today's businesses focuses on _______.
a. manipulating the facts to bolster sales
b.generating and sending messages using only electronic media
c.influencing others
d.writing direct messages
c.influencing others
. Effective persuasion has the aim of _______ others.
a.manipulating
b.confusing
c.influencing
d.motivating
c.influencing
Business communicators have many goals in conveying negative news. These goals include explaining clearly and completely, conveying empathy and sensitivity, and _______.
a.lightening the negative situation with humor
b.being vague in order to reduce liability
c.using technical vocabulary to establish yourself as the expert
d.projecting a professional image
d.projecting a professional image
. Using the indirect strategy to prepare the reader in a bad-news message _______.
a.shows insensitivity to your reader
b.allows you to confuse or distract the reader
c.helps you keep the reader's attention until you can explain the reasons for the bad news
d.demonstrates your ability to vary your strategies
c.helps you keep the reader's attention until you can explain the reasons for the bad news
The primary benefit of using the indirect strategy to communicate bad news is that it _______.
a.demonstrates your writing abilities
b.ensures that your reasoning will be read while the receiver is still receptive
c.disguises the bad news
d.places the bad news before the explanation
b.ensures that your reasoning will be read while the receiver is still receptive
. Persuasion is necessary when _______.
a.you anticipate that your audience will agree with your position
b.your audience may have resistance about your idea
c.audience attitudes match the objectives of your plan
d.your message is especially attractive to the audience
b.your audience may have resistance about your idea
. Most persuasive requests should be organized _______.
a.directly
b.chronologically
c.quickly
d.indirectly
d.indirectly
To project a professional image when sending a negative message, you should _______.
a.respond briefly without providing details
b.readily accept all blame
c.use forceful language
d.control your emotions
d.control your emotions
Which of the following bad-news messages should be organized using the direct strategy?
a.An announcement of changes in business services
b.A layoff notice for a long-time employee
c.A denial of benefits on an insurance claim to an angry customer
d.A notice of an unexpected plant closure to the city council and mayor
a.An announcement of changes in business services
The primary difference between ethical and unethical communicators is that unethical communicators _______.
a.intend to deceive
b.don't analyze their purpose for a message
c.sign someone else's name to their messages
d.take a reader-center approach
a.intend to deceive
. In the body of a persuasive request, you can reduce resistance by _______.
a.focusing exclusively on benefits to the writer of the request
b.shifting reader attention through praise and compliments
c.avoiding any potential reasons for resistance
d.anticipating objections and offering counterarguments
d.anticipating objections and offering counterarguments
As a Human Resources representative, Laura must inform Matt that his vacation request for August is not approved. Which of the following should she do?
a.Plan the message strategically.
b.Ask the CEO to send the message.
c.Wait two weeks before sending the message.
d.Leave out an explanation about why she cannot approve requested dates.
Plan the message strategically.
. Which of the following approaches to using the indirect strategy in delivering bad news is unethical?
a.Delaying the bad news to soften the blow
b.Communicating your reasoning while the reader is still receptive
c.Burying the bad news late in the message to misrepresent the truth
d.Prioritizing compassion as well as communication
c.Burying the bad news late in the message to misrepresent the truth
Which of the following is an appropriate suggestion for apologizing in a negative-news message?
a.Be sincere and explain what you will do to prevent recurrence.
b.Apologizing should be avoided because it will negatively impact the company’s finances.
c.Focus on your regret.
d.Blame external factors.
a.Be sincere and explain what you will do to prevent recurrence.
As a persuasive writer, which of the following should you practice?
a.Showing that you are truthful, experienced, and knowledgeable
b.Offering a bribe or kickback to ensure that you win over your audience
c.Emphasizing only the emotional aspect of your message, since emotions are always more powerful in persuasion than logic
d.Emphasizing only the logical aspect of your message, since logic is always more powerful as a persuasive tool than emotions
a.Showing that you are truthful, experienced, and knowledgeable
Which one of the following messages requires the indirect strategy to persuade an audience?
a.Informing employees of an upcoming routine all-staff meeting
b.Announcing the hiring of a new sales director
c.Asking an employer for clarification about agreed-upon benefits such as vacation time
d.Requesting favors and action from coworkers
d.Requesting favors and action from coworkers
Readers are more likely to accept negative news when _______.
a.the writer uses strong, forceful language
b.they feel that the decision was fair, impartial, and rational
c.the writer refers repeatedly to company policy
d.the message is delivered via phone rather than writing
b. they feel that the decision was fair, impartial, and rational
When presenting the reasons for bad news, you should _______.
a.use positive wording
b.use negative wording so that the bad news is clearer and avoids any ambiguity
c.include blanket company policy statements
d.deflect responsibility
a.use positive wording
Effective techniques for softening bad news include: suggesting a compromise or an alternative, placing the bad news in a subordinate clause, and _______.
a.using active-voice verbs
b.positioning the bad news at the beginning or end of a paragraph
c.refusing explicitly to get it over with
d.using passive-voice verbs
d.using passive-voice verbs
. Sammie is planning a persuasive request. What advice should she follow for the opening of her request?
a.Provide her telephone number.
b.Capture the reader's attention and interest.
c.Cite facts, statistics, expert opinions, examples, and specific details to support her request.
d.Identify herself and her company.
b.Capture the reader's attention and interest.
In which part of a persuasive request message should you motivate action?
a.The subject line
b.The opening
c.The body
d.The closing
d.The closing