Question 1″The bad feelings associated with disappointing news can generally be reduced if the receiverbelieves that the matter was treated seriously and fairly.feels that the news was revealed sensitively.knows the reasons for the rejection.All of these choices.Question 2″You cannot be prosecuted for transmitting a harassing or libelous message if you post it to a social networking site such as Facebook or Twitter.TrueFalseQuestion 3Question 11″Which of the following sentences uses the passive voice to present the bad news?We are unable to interview you for the medical billing clerk position at this time.Although we were impressed with your application, we have no positions available at this time.Although the medical billing clerk position has been filled, we wish you well in your job search.We are not hiring at this time, even though we are impressed with your credentials.”Writing bad-news messages requires less attention to the 3-x-3 writing process than do other types of business messages.TrueFalse.blackboard.com/themes/as_2012/images/selected_items.png) 12px 50% no-repeat scroll rgb(255, 255, 255);”>Question 12″When should the direct pattern be used to communicate negative news?NeverWhen the negative news affects the reader personallyWhen firmness is necessaryWhen the negative news is unexpectedQuestion 5″ Elliott has already written three letters to a customer whose account is now several months past due. His fourth letter to the customer should use a direct pattern.TrueFalse.blackboard.com/themes/as_2012/images/selected_items.png) 12px 50% no-repeat scroll rgb(255, 255, 255);”>Question 13″Cassandra will be writing a bad-news letter to a customer and wants to follow the four-part indirect plan. In what order should she organize her letter?Bad news, reasons, buffer, closingBuffer, bad news, reasons, closingBuffer, reasons, bad news, closingReasons, bad news, buffer, closingQuestion 6″Martin must write a negative-news message to his boss to tell her that his monthly sales report will be late. He has just completed Phase 1 of the prewriting process and is beginning Phase 2. What should he do first?Write the rough draft of his message.Select an appropriate color of stationery that will be calming to the reader.Analyze the bad news to determine how it will affect the reader.Gather information and brainstorm ways to present the reasons for the bad news..blackboard.com/themes/as_2012/images/selected_items.png) 12px 50% no-repeat scroll rgb(255, 255, 255);”>Question 7″Bad-news messages to customers differ from other bad-news messages in what one major way?They always include an apology.They omit the reasons for the bad news for legal purposes.They usually include resale information or sales promotions.They always imply the bad news..blackboard.com/themes/as_2012/images/selected_items.png) 12px 50% no-repeat scroll rgb(255, 255, 255);”>Question 8″Charles sent a letter to a teacher who had requested a tour of his company. In the letter he included the sentence “”Although we would love to have your class visit our company, much of the work area is too dangerous for group tours.”” What has Charles done that might lead to legal difficulties?By trying to make himself look good, he is guilty of the “”good-guy syndrome.””He has used careless language.He has used abusive language.He has done nothing wrong..blackboard.com/themes/as_2012/images/selected_items.png) 12px 50% no-repeat scroll rgb(255, 255, 255);”>Question 9″In a recommendation letter, Nathan falsely accuses former employee Caroline of treating her supervisor disrespectfully. This action is considered to beslander.libel.a little white lie.legitimate.Question 10″Written messages to deliver bad news to customers are important whenpersonal contact is impossible.you need to establish a record of the incident.you want to promote good relations.All of these situations would make written messages important.Question 14″What is important in many high-context cultures?Having the ability to say “”no”” explicitlyPresenting bad news using the direct organizational patternAvoiding telling white liesSaving faceQuestion 15″When writing a letter to a customer denying credit, you have four goals. Which of the following is not one of these goals?Promising the customer that credit will be granted in the futureRetaining the customer on a cash basisAvoiding language that causes hard feelingsAvoiding disclosures that could cause a lawsuit.blackboard.com/themes/as_2012/images/selected_items.png) 12px 50% no-repeat scroll rgb(255, 255, 255);”>Question 16″The bad feelings associated with disappointing news can generally be reduced if the reader is not told the reasons for the rejection.TrueFalseQuestion 17″Nadia has learned that customers are leaving negative comments about the restaurant she manages on social network sites such as Facebook and Twitter. What should Nadia do?Ignore them. No one pays attention to negative comments on these sites.File a lawsuit against any individual who posts a negative comment.Monitor the comments and respond immediately when possible.Start writing her own negative comments about the complaining customers to make them look bad.Question 18″In announcing bad news, British writers tend toconsider it disrespectful and impolite to report bad news to superiors.use a similar approach to that of Americans.be straightforward because they see no reason to soften the blow.soften the message by including a buffer.Question 19″The most important part of a bad-news letter isa good buffer that starts the letter positively.the professional letterhead on which it is printed.a closing that ends the letter on a positive note.the section that explains the reasons for the bad news..blackboard.com/themes/as_2012/images/selected_items.png) 12px 50% no-repeat scroll rgb(255, 255, 255);”>Question 20″Select the best subject line for a memo delivering bad news to employees.Discontinuation of Free ParkingChange in Parking BenefitParkingMajor Reduction in Parking PrivilegesQuestion 4″Which of the following would not be included in the closing paragraph of a bad-news message?An alternative or compromiseResale or sales promotion informationA standard phrase such as If you have any questions, please don’t hesitate to call.A reference to an enclosed coupon, certificate, or other freebie
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Question 1″The bad feelings associated with disappointing news can generally be reduced if the receiverbelieves that the matter was treated seriously and fairly.feels that the news was revealed sensitively.knows the reasons for the rejection.All of these choices.Question 2″You cannot be prosecuted for transmitting a harassing or libelous message if you post it to a social networking site such as Facebook or Twitter.TrueFalseQuestion 3Question 11″Which of the following sentences uses the passive voice to present the bad news?We are unable to interview you for the medical billing clerk position at this time.Although we were impressed with your application, we have no positions available at this time.Although the medical billing clerk position has been filled, we wish you well in your job search.We are not hiring at this time, even though we are impressed with your credentials.”Writing bad-news messages requires less attention to the 3-x-3 writing process than do other types of business messages.TrueFalse.blackboard.com/themes/as_2012/images/selected_items.png) 12px 50% no-repeat scroll rgb(255, 255, 255);”>Question 12″When should the direct pattern be used to communicate negative news?NeverWhen the negative news affects the reader personallyWhen firmness is necessaryWhen the negative news is unexpectedQuestion 5″ Elliott has already written three letters to a customer whose account is now several months past due. His fourth letter to the customer should use a direct pattern.TrueFalse.blackboard.com/themes/as_2012/images/selected_items.png) 12px 50% no-repeat scroll rgb(255, 255, 255);”>Question 13″Cassandra will be writing a bad-news letter to a customer and wants to follow the four-part indirect plan. In what order should she organize her letter?Bad news, reasons, buffer, closingBuffer, bad news, reasons, closingBuffer, reasons, bad news, closingReasons, bad news, buffer, closingQuestion 6″Martin must write a negative-news message to his boss to tell her that his monthly sales report will be late. He has just completed Phase 1 of the prewriting process and is beginning Phase 2. What should he do first?Write the rough draft of his message.Select an appropriate color of stationery that will be calming to the reader.Analyze the bad news to determine how it will affect the reader.Gather information and brainstorm ways to present the reasons for the bad news..blackboard.com/themes/as_2012/images/selected_items.png) 12px 50% no-repeat scroll rgb(255, 255, 255);”>Question 7″Bad-news messages to customers differ from other bad-news messages in what one major way?They always include an apology.They omit the reasons for the bad news for legal purposes.They usually include resale information or sales promotions.They always imply the bad news..blackboard.com/themes/as_2012/images/selected_items.png) 12px 50% no-repeat scroll rgb(255, 255, 255);”>Question 8″Charles sent a letter to a teacher who had requested a tour of his company. In the letter he included the sentence “”Although we would love to have your class visit our company, much of the work area is too dangerous for group tours.”” What has Charles done that might lead to legal difficulties?By trying to make himself look good, he is guilty of the “”good-guy syndrome.””He has used careless language.He has used abusive language.He has done nothing wrong..blackboard.com/themes/as_2012/images/selected_items.png) 12px 50% no-repeat scroll rgb(255, 255, 255);”>Question 9″In a recommendation letter, Nathan falsely accuses former employee Caroline of treating her supervisor disrespectfully. This action is considered to beslander.libel.a little white lie.legitimate.Question 10″Written messages to deliver bad news to customers are important whenpersonal contact is impossible.you need to establish a record of the incident.you want to promote good relations.All of these situations would make written messages important.Question 14″What is important in many high-context cultures?Having the ability to say “”no”” explicitlyPresenting bad news using the direct organizational patternAvoiding telling white liesSaving faceQuestion 15″When writing a letter to a customer denying credit, you have four goals. Which of the following is not one of these goals?Promising the customer that credit will be granted in the futureRetaining the customer on a cash basisAvoiding language that causes hard feelingsAvoiding disclosures that could cause a lawsuit.blackboard.com/themes/as_2012/images/selected_items.png) 12px 50% no-repeat scroll rgb(255, 255, 255);”>Question 16″The bad feelings associated with disappointing news can generally be reduced if the reader is not told the reasons for the rejection.TrueFalseQuestion 17″Nadia has learned that customers are leaving negative comments about the restaurant she manages on social network sites such as Facebook and Twitter. What should Nadia do?Ignore them. No one pays attention to negative comments on these sites.File a lawsuit against any individual who posts a negative comment.Monitor the comments and respond immediately when possible.Start writing her own negative comments about the complaining customers to make them look bad.Question 18″In announcing bad news, British writers tend toconsider it disrespectful and impolite to report bad news to superiors.use a similar approach to that of Americans.be straightforward because they see no reason to soften the blow.soften the message by including a buffer.Question 19″The most important part of a bad-news letter isa good buffer that starts the letter positively.the professional letterhead on which it is printed.a closing that ends the letter on a positive note.the section that explains the reasons for the bad news..blackboard.com/themes/as_2012/images/selected_items.png) 12px 50% no-repeat scroll rgb(255, 255, 255);”>Question 20″Select the best subject line for a memo delivering bad news to employees.Discontinuation of Free ParkingChange in Parking BenefitParkingMajor Reduction in Parking PrivilegesQuestion 4″Which of the following would not be included in the closing paragraph of a bad-news message?An alternative or compromiseResale or sales promotion informationA standard phrase such as If you have any questions, please don’t hesitate to call.A reference to an enclosed coupon, certificate, or other freebie
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