1
Which of the following is not a primary purpose of negative messages?
A)
To give the reader the bad news
B)
To have the reader read, understand, and accept the message
C)
To build a good image of the writer
D)
To maintain as much goodwill as possible
E)
All of the above are primary purposes.
2
All of the following refer to the secondary purposes of a negative message except:
A)
to build a good image of the writer.
B)
to build a good image of the writer's organization.
C)
to reduce future correspondence on the same subject.
D)
to give reader the bad news.
E)
to reduce more work for the writer.
3
Which of the following is true about subject lines for negative messages?
A)
Only use negative subject lines if you think the reader may otherwise ignore the message.
B)
Omit a subject line in negative letters unless you think readers may ignore what they think is a routine message.
C)
When you give bad news to superiors, use a subject line that focuses on solving the problem.
D)
When you write to peers and subordinates, put the topic (but not your action on it) in the subject line.
E)
All of the above.
4
Which of the following is true about the organization of negative messages?
A)
Letters to people outside your organization should be indirect to build goodwill.
B)
You should not include the reason for refusals in your message.
C)
In negative messages, you should avoid using a goodwill ending.
D)
When giving bad news to customers and other people outside your organization, you should avoid offering an alternative or compromise, even if one is available.
E)
None of the above.
5
Which of the following is true about providing alternatives to readers in the context of negative messages?
A)
An alternative or a compromise offers the reader another way to get what he or she wants.
B)
An alternative or a compromise suggests that you really care about the reader and about helping to meet his/her needs.
C)
An alternative or a compromise enables the reader to reestablish the psychological freedom you limited when you said no.
D)
An alternative or a compromise allows you to end on a positive note and to present yourself and your organization as positive, friendly, and helpful.
E)
All of the above.
6
Which of the following is true about endings in a negative message?
A)
If you have a good alternative, you should refer to it in your ending.
B)
The best endings look to the future.
C)
Avoid endings that seem insincere.
D)
You should use you-attitude in your ending.
E)
All of the above.
7
While giving bad news to superiors, you should:
A)
describe the problem.
B)
tell how it happened.
C)
avoid describing the options for fixing it.
D)
Both A and B.
E)
None of the above.
8
Which of the following is true of an effective buffer in negative messages?
A)
It gives the bad news to the reader.
B)
It implies a positive answer to the reader.
C)
It must put the reader in a good frame of mind.
D)
It must not refer to enclosures in the letter.
E)
It delays the negative.
9
Which of the following is true of the most common kinds of negative messages?
A)
When you refuse requests from people outside your organization, you should never use a buffer.
B)
When you refuse requests within your organization, you should use your knowledge of the organization's culture to craft your message.
C)
While presenting disciplinary notices, avoid citing quantifiable observations of the employee's behavior.
D)
You should not present disciplinary notices and negative performance appraisals directly.
E)
None of the above.
10
Seven Star Inc. decided to lay off some of its employees owing to its declining financial condition. However, the HR manager of the company wrote to each of these outgoing employees informing them that they were entitled to a letter of recommendation, besides the regular severance package, in acknowledgement of their long-term service to the company. Which of the following
purposes does this message serve?
A)
To minimize negative feelings
B)
To build goodwill
C)
To reduce attrition
D)
Both A and B
E)
None of the above
Which of the following is the purpose of a negative message?
The purpose of negative messages is to reduce conflict between the sender and receiver, decrease the impact of bad news, or reinforce a negative consequence.
What is an example of a negative message?
Negative messages are rejections due to job applications, promotion requests, firings, layoffs, poor evaluations, or new policy changes that can create hardship for the employee.
Which of the following is the most important part of a negative message?
An explanation of the bad news is the most important part of a negative message because it prepares the reader for the refusal or denial – but it does NOT explicitly state the bad news yet.
Which of the following is an example of an analyzing question in a negative message?
Should you include an apology? is an example of an analyzing question in a negative message. Analyzing is crucial to developing a message that supports the business goals and positively affects audience reaction.