TUTORIAL QUESTIONS CHP 4 AND 5

What is the primary purpose of routine messages in business?

• To entertain the reader

• To keep business operations going

• To make a sale

• To provide legal advice

Which of the following is not a common example of a routine message?

• Requesting information

• Asking for recommendations

• Making a claim

• Filing a lawsuit

What is a key benefit of explaining reasons for bad news?

• It confuses the recipient

• It provides justification and reduces negative feelings

• It makes the message longer

• It avoids taking responsibility

What is the primary goal of sending goodwill messages?

• To ask for a favor

• To enhance relationships with customers and colleagues

• To criticize poor performance

• To announce policy changes

What is a potential benefit of using the passive voice in a bad-news message?

• It makes the message longer

• It depersonalizes the action

• It highlights the sender's role

• It avoids explaining the reasons

What is the main goal when conveying bad news effectively?

• To blame the recipient

• To minimize the recipient's negative reaction

• To ignore the recipient's feelings

• To deliver the news as quickly as possible

When should bad news be cushioned in a message?

• When the bad news is insignificant

• When the bad news is personally upsetting

• When the recipient prefers directness

• When the news will not provoke a reaction

When is it best to use the direct approach for bad news?

• When the bad news is personally upsetting

• When the recipient expects directness

• When the bad news is unexpected

• When the news will provoke a hostile reaction

In a routine reply or positive message, what should be included in the opening?

• The main idea

• Detailed explanations

• A lengthy introduction

• Background information

Why is it important to project a professional image when delivering bad news?

• To avoid legal consequences

• To make the recipient feel guilty

• To maintain a positive image of yourself and your organization

• To shorten the message