Question 1

Which of the following is least effective at conveying negative information as clearly and kindly as possible?

Accepted Answer

A)  Embed the bad news in the middle of the paragraph.
B)  Suggest you might reverse the decision if circumstances change.
C)  Emphasize what you can do rather than what you cannot do.
D)  Imply the bad news instead of specifically stating the news.
E)  Minimize the space devoted to the news.

Question 2

When attempting to rectify a situation and reach a reasonable solution,which of the following groups should be responded to?

Accepted Answer

A)  Public affairs
B)  Trolls
C)  The misguided
D)  Unhappy customers
E)  Ragers

Question 3

Which of the following would be the best option when rejecting an applicant?

Accepted Answer

A)  Use an opening buffer that emphasizes which skills the organization could use.
B)  Personalize the message by using the applicant's name.
C)  Convey the news using blunt and personalized language.
D)  Explain exactly why the applicant was rejected.
E)  Explain exactly why another candidate was chosen over the applicant.

Question 4

It is appropriate to imply bad news rather than specifically state the news.

Accepted Answer

A) True 
 B)False

Question 5

Discuss the advantages of using direct format for negative news messages,and how to develop a strong opening paragraph for this format.

Accepted Answer

A negative message using the direct appr...

Question 6

After assessing a negative message,a quick response should be made based on what?

Accepted Answer

A)  Automated reputation analysis feedback
B)  A public relations plan
C)  Stakeholder feedback
D)  Advice from experts such as the legal department
E)  Comments from the online community

Question 7

The most important step in responding to negative information on social media is to respond as soon as the negative comment appears.

Accepted Answer

A) True 
 B)False

Question 8

Discuss how to determine if a direct or indirect format should be used when conveying bad or negative news.

Accepted Answer

To help decide which approach to take in...

Question 9

Discuss how to best address the needs of the customer when denying a claim or request for an adjustment.

Accepted Answer

Customers who make a claim or request an...

Question 10

Which of the following is more likely to lead to a discrimination lawsuit?

Accepted Answer

A)  Direct format letters
B)  Refusing to write letters of recommendation
C)  Indirect format letters
D)  Rejecting job applicants
E)  Refusing to provide social networking recommendations

Question 11

Writing negative news with sensitivity and clarity helps the reader do what?

Accepted Answer

A)  Understand the message
B)  Accept the message
C)  Increase their desire to improve
D)  Take the message personally
E)  Respond to the message appropriately

Question 12

Discuss best practices when making negative announcements about organizational news.

Accepted Answer

When making negative announcements,match...

Question 13

Which part of an indirect format message serves as a transition to the purpose of the message?

Accepted Answer

A)  The apology
B)  The news
C)  The reasons for the news
D)  The buffer
E)  The explanation of company policy

Question 14

When preparing a written termination notice,the written document should be presented in person if possible.

Accepted Answer

A) True 
 B)False

Question 15

When delivering negative news using the direct approach,what does the message open with?

Accepted Answer

A)  Neutral buffer
B)  Bad news
C)  Reasons for the decision
D)  Plan of action
E)  Positive statement aimed at maintaining a good relationship

Question 16

To ensure the performance review is objective and well planned,which of the following steps should be taken?

Accepted Answer

A)  Document performance issues as they happen.
B)  Evaluate each employee based on their needs, skills and abilities.
C)  Use a personal and sincere tone.
D)  Focus on areas of weakness that need improvement.
E)  Use the job description that best matches the performance level.

Question 17

To avoid defamation charges,which of the following would be the best practice?

Accepted Answer

A)  Resist the temptation to call someone dishonest or incompetent
B)  Only make charges of dishonesty in writing
C)  Only make charges of dishonesty verbally, eliminating the record of the charges
D)  Use language that creates the biggest impact on the person's reputation
E)  Make the charges anonymously on social media

Question 18

Discuss the methods to develop an effective conclusion to a bad news message.

Accepted Answer

Whatever type of conclusion you use,foll...

Question 19

Customers who make requests for claims or adjustments tend to be more emotionally involved in the outcome of the request.

Accepted Answer

A) True 
 B)False

Question 20

An effective buffer serves as a transition to the explanation and information section of the indirect message.

Accepted Answer

A) True 
 B)False

Exam 8: Writing Negative Messages

Discuss how to determine if a direct or indirect format should be used when conveying bad or negative news.

Correct AnswerverifiedTo help decide which approach to take in...View AnswerShow Answer

The most important step in responding to negative information on social media is to respond as soon as the negative comment appears.

Correct AnswerverifiedShow Answer

Customers who make requests for claims or adjustments tend to be more emotionally involved in the outcome of the request.

Correct AnswerverifiedShow Answer

Which of the following would be the best option when rejecting an applicant?

Correct AnswerverifiedShow Answer

Which part of an indirect format message serves as a transition to the purpose of the message?

Correct AnswerverifiedShow Answer

Discuss how to best address the needs of the customer when denying a claim or request for an adjustment.

Correct AnswerverifiedCustomers who make a claim or request an...View AnswerShow Answer

When attempting to rectify a situation and reach a reasonable solution,which of the following groups should be responded to?

Correct AnswerverifiedShow Answer

Discuss the advantages of using direct format for negative news messages,and how to develop a strong opening paragraph for this format.

Correct AnswerverifiedA negative message using the direct appr...View AnswerShow Answer

After assessing a negative message,a quick response should be made based on what?

Correct AnswerverifiedShow Answer

Discuss the methods to develop an effective conclusion to a bad news message.

Correct AnswerverifiedWhatever type of conclusion you use,foll...View AnswerShow Answer

When preparing a written termination notice,the written document should be presented in person if possible.

Correct AnswerverifiedShow Answer

When delivering negative news using the direct approach,what does the message open with?

Correct AnswerverifiedShow Answer

An effective buffer serves as a transition to the explanation and information section of the indirect message.

Correct AnswerverifiedShow Answer

It is appropriate to imply bad news rather than specifically state the news.

Correct AnswerverifiedShow Answer

To ensure the performance review is objective and well planned,which of the following steps should be taken?

Correct AnswerverifiedShow Answer

Discuss best practices when making negative announcements about organizational news.

Correct AnswerverifiedWhen making negative announcements,match...View AnswerShow Answer

Which of the following is least effective at conveying negative information as clearly and kindly as possible?

Correct AnswerverifiedShow Answer

Which of the following is more likely to lead to a discrimination lawsuit?

Correct AnswerverifiedShow Answer

Writing negative news with sensitivity and clarity helps the reader do what?

Correct AnswerverifiedShow Answer

To avoid defamation charges,which of the following would be the best practice?

Correct AnswerverifiedShow Answer

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To help decide which approach to take in...
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Correct Answer
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Correct Answer
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Customers who make a claim or request an...
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A negative message using the direct appr...
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Whatever type of conclusion you use,foll...
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Correct Answer
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Correct Answer
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When making negative announcements,match...
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