Student Quiz: Chapter 7 | Communicating for Results 2e | Higher Education

Instructions: For each question, click on the radio button beside your answer. When you have completed the entire quiz, click the "Submit my answers" button at the bottom of the page to receive your results.

Question 1:

The goal in communicating a negative message is to ________.
a) demonstrate the logic of the bad news
b) state the bad news clearly by placing it at the beginning and end of the message
c) promote follow-up discussion about the bad news
d) erode goodwill

Question 2:

To develop an effective tone for your negative message, ________.
a) plead for the reader's understanding
b) apologize profusely for the bad news
c) assume the reader will accept the news
d) be tactful

Question 3:

Subject lines for negative messages should be ________.
a) positive
b) negative
c) neutral
d) Any of the above, depending on the situation.

Question 4:

A ________ writing plan should be used to structure negative messages.
a) direct
b) indirect
c) Neither of the above.
d) Either of the above, depending on the situation.

Question 5:

When used in negative messages, an effective buffer ________.
a) forecasts the bad news
b) leads the reader to think good news will follow
c) establishes rapport with the reader
d) increases reader surprise about the bad news

Question 6:

Use the direct approach for negative messages when ________.
a) you don't know the reader well
b) important information would otherwise be overlooked
c) the reader isn't expecting the message
d) the reader will likely respond negatively

Question 7:

A direct bad-news message should not include ________.
a) a statement of the bad news in the opening of the message
b) an explanation for the bad news
c) an alternative
d) a reminder of the bad news in the closing of the message

Question 8:

Bad news can be de-emphasized by ________.
a) placing it in a dependent clause
b) implying the refusal
c) using active voice
d) using short sentences

Question 9:

A goodwill closing in a negative message always ________.
a) avoids repeating the bad news
b) invites further correspondence
c) apologizes for the bad news
d) All of the above.

Question 10:

When explaining the reasons for bad news ________.
a) use positive or neutral words
b) use technical language to evade issues
c) state company policy to justify your decision
d) All of the above.

Higher Education

Communicating for Results, 2e: Chapter 7