In the context of delivering bad-news messages, _____ carries a level of discomfort and the potential for escalation of emotion.
Melody, a manager at Wisbane Inc., received a message from an employee requesting a change in the work timings. However, she had been instructed by her superiors that the company work timings must be strictly followed without any alteration. Which of the following guidelines should Melody follow when composing the message denying the employee’s request?
Employees that are floors apart or in different offices or time zones benefit from email and Web communications.
Claim refusals are not necessary when a warranty does not apply or has expired or a customer has misused a product.
Which of the following is true of a crisis situation in an organization?
A good positive response to a routine request addresses audience’s concerns using an articulate, concise writing style.
Edwin, a manager at TouchGen Inc., wants to inform his employees about the company’s vacation policy according to which each employee is entitled to twelve paid vacation days every year. In this scenario, which of the following approaches should Edwin use to deliver the good news?
Whilewriting a good-news message, _____.
_____ are the most frequently used methods of communicating standard operating procedures and other instructions to employees.
Which of the following is an example of a good practice when sending a good-news message?
Which of the following is an example of a good practice when developing a bad-news message?
Sales promotional material must never be included in a bad-news message.
Which of the following is a Web 2.0 technology?
Because you expect persuasive claims to be granted willingly, a forceful, accusatory tone is inappropriate.
When a message contains a request that must be refused and another that is being answered favorably, the refusal must always be stated first.
Positive responses to favor requests should not sound enthusiastic.
Which of the following statements is true of voice mail technology?
Which of the following guidelines should you follow when developing the reasons section in a bad-news message?
Using _____ helps subordinate the refusal in a bad-news message.
Refusing employees’ requests requires sensitivity and complete, honest explanations.
Jargon is the buzzword for proper behavior on the Internet.
Smith recently purchased a DVD player that began causing problems while still in its warranty period. Smith wrote to the manufacturer of the DVD player requesting a replacement. He asked for an adjustment before providing an explanation, assuming that the claim would be granted willingly. The message written by Smith is an example of a(n) _____.
Chris and Stephanie are friends who reside in two different states. They stay in touch with the help of a computer program that allows them to send messages to each other that both of them can immediately see when they are online. In this scenario, the technology used by Chris and Stephanie is:
Stuart is agitated by the political developments in his country in the last couple of months and decides to share his views. He posts his concerns online by filling a simple online form from his browser. The visitors to his online journal can post comments. The technology used in this scenario is an example of:
Which of the following is an advantage of email communication?
Which of the following is a guideline that assists in effective email usage?
_____, which are websites that provide virtual communities in which people with shared interests can communicate, are common sources of viruses and spyware.
Which of the following is a feature of requests for information?
Which of the following is true of replies to requests for credit information?
Using a bullet list format in a positive response to a routine request is a poor practice.
An employer must have either a warrant or an employee’s permission to view messages stored by someone other than the employer.
Which of the following is true of effective Web writing?
An appreciation message must never be addressed to an individual’s supervisor.
In the context of writing a bad-news message using the inductive outline, which of the following immediately precedes the step that presents facts, analysis, and reasons for refusal or bad news?
Abdul, a manager at Chrysum Corp., was assigned the task of overseeing the operations in a foreign office for a week. Before leaving the country, Abdul recorded a message on his phone to inform callers that he was away from home and would return their calls when he returned. In this scenario, the technology used by Abdul is an example of:
Which of the following statements is true of instant messaging (IM)?
Managers must take special care in writing standard operating procedures to ensure that all employees complete the procedures accurately and consistently.
Text messaging cannot be used for business purposes as it is strictly a social communication tool.
Mark, a senior editor at Logi Corp., is in charge of editing the articles written by Bruno, a newly hired employee. He notices many grammatical errors in Bruno’s articles and decides to write a feedback message to Bruno. Which of the following guidelines should Mark follow when composing the message?
Acknowledgment messages are a fast and efficient way of transmitting frequently recurring messages to which receiver reaction is likely favorable or neutral.
Effective managers recognize that employee morale and public goodwill are easy to repair even after they are damaged.
Which of the following makes a routine request poor?
Identify a true statementabout the legal requirements governing electronic messages.
Which of the following considerations must be made before sending a message?
Ashton, a manager at Millington Technologies Inc., receives a message from a customer claiming free service for a laptop whose warranty has expired. Which of the following guidelines should Ashton follow when composing the message denying the customer’s claim?
Companies are not authorized to monitor the electronic mail of an employee.
Which of the following statements is true of a company’s right over its employees’ electronic communication?
Neutral-news messages are not likely to generate an emotional reaction from receivers.
Read the refusal message to Kylie Sanders who has requested new laptops for her department so that employees can work from home and travel with ease. Then answer the corresponding question about the message.
Which of the following is a similarity between conveying bad news electronically and personally?
Marcus is writing a persuasive message asking his employees to complete an online company survey. Which of the following suggestions should he follow while writing this message?
Which of the following is true of offering guarantees and free trials in persuasive messages?
Josef responds to product advertisements that focus on convenience, durability, and service. These benefits of the advertised products appeal to his _____ needs of Maslow’s need hierarchy.
Jeremy had bought a phone that stopped working just after its guarantee expired. Due to this reason, he writes a persuasive claim to the phone manufacturing company. The company sends back an adjustment message to Jeremy. A sentence in the message reads, “Your claim is being granted.” On reading the sentence, Jeremy is very offended. Which of the following is a reason why Jeremy is offended by the sentence?
The Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, religion, sex, national origin, age, and marital status.
Melody is responding negatively to a request for a claim. Which of the following suggestions should she follow while composing her message to the customer?
The principles used in selling an idea are similar to those used in selling products.
When refusing a request, the writer should _____.
While writing an appreciation message, exaggerated language should be used frequently even if it does not sound believable.
An advantage of the deductive pattern of good‐ or neutral‐news messages is that the first sentence is easy to write and the details follow easily after it is written.
The Equal Credit Opportunity Act requires that a credit applicant be notified of a credit decision within 10 days of receipt of the request or application.
Digichrone is a company that plans to downsize over the next year. Which of the following actions should it perform when downsizing its employees?
Which of the following summarizes the AIDA steps in the persuasive process?
When offering a counterproposal or silver lining statement, care must be taken to ensure that the idea _____.
Routine claims assume that a request will be granted only after explanations and convincing arguments have been presented.
Nancy, a recruiter at Zendyll Inc., often has to deliver negative news to job applicants who were not hired by the company. Which of the following techniques could Nancy use to subordinate bad news?
Neutral‐news messages contain content that is not likely to generate an emotional reaction from the receiver.
Which of the following guidelines should be followed when writing messages extending credit?
Which of the following is an effective strategy to break bad news to employees?
Which of the following would be an appropriate closing sentence in a bad‐news message?
Which of the following is the suggested four‐step sequence for an inductive outline?
Companies should not welcome claims as a majority of them are from unethical individuals.
Placing a refusal in the first sentence is justified if the message is the second response to a repeated request.
Using passive voice and complex sentences are effective ways to de‐emphasize bad news.
In credit denials, the major portion of the message should be an explanation for the denial.
A message that is sent in response to a sales information request requires an attention‐ getting sentence.
Which of the following is a recommended advice when writing an appreciation message?
Manuel, a credit supervisor, wrote a letter informing a new client that her credit application has been approved. He started the message with the good news. Which of the following writing sequences has he used?
Which of the following suggestions should be followed while making a product claim in a sales message?
Which of the following is a difference between solicited and unsolicited sales messages?
Which of the following should a manager do while communicating negative information?
Appreciation letters that are not sent in a timely manner may raise questions about the sender’s sincerity.
By placing bad news in the first sentence, receiver support is more likely than when it is presented after giving reasons.
Which of the following sentences is a good example of a buffer for a bad‐news message?
The _____ requires that a credit applicant be notified of the credit decision within 30 days of receipt of the request or application.
Memorandums, or memos, are appropriate for communication both inside and outside a company.
Because of the legal implications involved in refusing credit, you should avoid telling applicants the specific reason(s) why you must deny them credit.
Which of the following is an idea that can be incorporated into effective beginning paragraphs?
Which of the following is true of claim messages?
An effective persuasive message should use concrete and specific language to create an accurate representation of the product, service, or idea.
Which of the following is a feature of persuasive communication?
The _____ is a federal law that provides consumers the right to know the nature of the information in their credit file and gives them other protections when they apply for and are denied credit.
Which of the following statements is true about a counterproposal?
Claims related to product warranties, guarantees, or contractual conditions are typically _____.
Delivering constructive criticism can be beneficial by alerting management that changes need to be made.
It is helpful to write very long paragraphs in persuasive messages to achieve the writer’s persuasive purpose.
A company is faced with the challenge of communicating to its employees a significant change in its policies. How should the management effectively communicate this change to its employees?
Ignacio asks for a refund for a recently purchased malfunctioning DVD player. His request for the refund is considered a _____.
Offering a counterproposal in a bad‐news message can assist in preserving future relationships with the audience.
An effective persuasive appeal should include a central selling point that is woven throughout the entire message.
Messages denying credit are different from other types of bad-news messages in that they
When asked to provide credit information about an account holder, good advice is to report only facts and avoid opinions about the applicant.
Which of the following is NOT an advantage of the deductive sequence approach for a good-news message?
Which of the following is the BEST way to draw attention to an enclosure that accompanies a sales message?
Asking a colleague or employee to walk through the steps outlined in a procedural document is recommended prior to finalizing the document.
A new product to reduce cholesterol is on the market, with a price that is higher than that of competitors. Where should a writer or speaker introduce price in his or her sales message?
Khristopher has sent an email requesting information on a particular plasma television he saw on a company’s website. What is the writer’s task in replying?
Which of the following is FALSE concerning a persuasive claim message?
An effective persuasive appeal includes a central selling point that is woven throughout the entire message.
The first step in the selling process is to introduce the foremost feature of the product, service, or idea.
Will Frazier has written you to inquire about the features of your company’s new netbook; you should begin your reply with an attention-getting sentence to build interest in owning a netbook.
An effective opening for a bad-news message
The central selling point in a persuasive message
When communicating negative organizational news, it is advisable to tone down the news to minimize its severity.
To minimize disappointment and maintain a positive relationship, the inductive strategy is the best way to organize messages that refuse requests.
In writing a routine claim,
Which of the following is NOT recommended when preparing form messages?
Before preparing a sales message for a digital video recorder, Russell will need concrete answers to questions such as
Which of the following is the BEST beginning to a persuasive claim message to Ruth’s Catering?
Making a choice between an inductive outline or a deductive outline is as important in writing an email message or memorandum as in writing a letter.
Which of the following is FALSE when offering guarantees and free trial offers in persuasive messages?
Memorandums, or memos, are appropriate for communication both inside and outside the company.
Mary has a neutral message to deliver to a co-worker. What delivery options would be the most effective?
Which of the following is the BEST beginning to an email request for completion of an online survey about a recently purchased product?
“We apologize for any inconvenience we may have caused you” is a recommended way to close a refusal letter.
A well-written message acknowledging a customer’s order usually will likely result in
Kendra is the program chair for an organization and would like to request permission to use a country club free of charge to host a fund-raising dinner. Which of the following sentences would be the most successful beginning sentence?
Josef has responded to product advertising that focuses on convenience, durability, and service. At which level of Maslow’s need hierarchy is he most likely motivated?
Because message expectations and social conventions differ among cultures, effective communicators adapt their strategies when communicating with various audiences.
Knowing the needs of the receiver is essential to preparing an effective sales message.
How are effective persuasive memos different from routine memos?
Which of the following is the BEST example of providing supporting evidence?
When you provide credit information about another person, you have an ethical and legal obligation to
Delnisha, a customer service representative for the manufacturer of Marathon brand faucets, receives a large order from a small contractor. Which of the following is the BEST way for Delnisha to begin a message saying the company does not sell directly to end users?
When preparing a claim message for which the answer is in question, you should
What is the correct order for the inductive writing sequence?
Which of the following is NOT recommended in discussing price in a sales message?
Your employer asked you to compose a message to be sent to all job applicants who were not selected for a sales representative position. You should
Techniques for preparing effective sales messages include all EXCEPT
An advantage of the deductive organization of good- or neutral-news messages is that it helps receivers save time because they can understand the important idea and then move rapidly through the details.
The steps for the deductive sequence approach for a good-news message are
The Fair Credit Reporting Act gives consumers specific rights and protections when they apply for and are denied credit.
Which of the following is NOT good advice for writing a routine claim?
Marcus is writing a persuasive message asking his employees to complete an online company survey. Which of the following should he avoid when writing his message?
You are writing to ABClothes.com to request an exchange for an ordered shirt that was recently sent to you in an incorrect size; the message you write will be
Which is the BEST choice for the first sentence of a sales message?
Delivering constructive criticism can be beneficial by alerting management that changes need to be made.
Which sentence is a good example of a buffer for a bad news message?
By placing bad news in the first paragraph, receiver support is more likely than when it is presented after giving reasons.