
EL321 Negative messages
Authored by Monnipha Somphong
English
University
Used 28+ times

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15 questions
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1.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
You will use the direct strategy for your message when the bad news is not damaging, when the receiver might overlook the bad news, when directness is preferred, and when __________
the bad news threatens the customer
relationship.
the bad news is unexpected.
firmness is necessary.
the bad news will provoke a hostile
reaction.
2.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Which of the following bad-news letters is best suited to a direct strategy?
An announcement of changes in business services
A layoff notice for a long-time employee
A denial of benefits on an insurance claim to an angry customer
A notice of an unexpected plant closure to the city council and mayor
3.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
You can reduce the receiver's bad feelings by ensuring your receiver that you have revealed the news sensitively, treated the matter seriously, made the decision fairly, and __________
explained the reasons for the rejection clearly.
revealed the bad news directly and bluntly.
explained the legal options.
delivered the bad news via certified mail.
4.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Using the indirect strategy to prepare the reader in a bad-news message __________
shows insensitivity to your reader.
allows you to confuse or distract the reader.
helps you keep the reader's attention
until you can explain the reasons for the bad news.
demonstrates your ability to vary your strategies.
5.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
One of the first steps you will take before delivering negative news is __________
checking for sensitive language.
analyzing how your receiver will react to this news.
drafting your message.
identifying who is to blame for the problem.
6.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Lee Hong must inform employees that overtime pay will be reduced from the current 2.0 factor to a 1.5 factor. Because he anticipates a hostile reaction, which of the following sequences should Lee Hong use for the parts of his message?
Bad news, explanation, reasons, and goodwill closing
Bad news, reasons, buffer, and goodwill closing
Buffer, reasons, bad news, and goodwill closing
Buffer, explanation, reasons, and goodwill closing
7.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
The direct pattern, with the bad news first, would be appropriate when you are __________
cancelling your weekly sales meeting.
informing employees of a major increase in their health insurance premiums.
turning down a request for a charitable contribution.
denying a customer's request for a credit increase but wanting to continue business with the customer.
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