WorksheetsNEGATIVE MESSAGES
Total questions: 21
Worksheet time: 12mins
How many cases in which we should consider using the direct pattern?
5
2
3
4
Which type of goals does the following statement belong to?
“Avoid creating legal liability or responsibility for you or your organization”
Primary goals
Secondary goals
Give the correct order of the 3-x-3 writing process
Analysis, anticipation, and adaptation; Revision, proofreading, and evaluation; Research, organization, and composition.
Revision, proofreading, and evaluation; Analysis, anticipation, and adaptation; Research, organization, and composition.
Analysis, anticipation, and adaptation; Research, organization, and composition; Revision, proofreading, and evaluation.
Research, organization, and composition; Analysis, anticipation, and adaptation; Revision, proofreading, and evaluation.
Abusive language becomes legally (a) when it is false, harmful to the person’s good name, and “published.” - that is, written or spoken within the presence of others.
Which of the following is NOT a technique to cushion the bad news?
Positioning the Bad News Strategically.
Using the Active Voice
Suggesting a Compromise or an Alternative
This closing “Thanks for your bid. We look forward to working with your talented staff when future projects demand your special expertise.” is an example of:
Forward Look
Freebies
Resale or Sales Promotion
What are 4 steps in the Writing Plan for Refusing Routine Requests and Claims?
(a)
In closing part, we should not:
Renew good feelings with a positive statement.
Refer to the bad news.
Look forward to the continued business.
What is the importance of written messages?
To establish a record of the incident, to formally confirm follow-up procedures, to promote good relations
To avoid language that causes hard feelings, to formally confirm follow-up procedures, to promote good relations
To retain customers on a cash basis, to establish a record of the incident, to call the individual involved.
Which of the following is NOT a tip for Resolving Problems and Following Up?
Explain why the problem occurred.
Follow up with a letter that documents the personal contact.
Describe the problem and apologize.
Don’t blame customers, even if they are at fault.
Which pattern should the writer use in denying claims?
Respectful, sensitive, and upbeat
Reasons-before-refusal
Neutral, objective language
How many goals are there in conveying the refusal?
5
4
3
Openers can buffer the bad news with:
Compliments, appreciation, agreement
Compliments, explanation, agreement
Compliments, facts, positive words
An (a) is an admission of blameworthiness and regret for an undesirable event.
"We apologize if anyone was affected." is an example of poor apology in a business message.
True
False
What should NOT do when presenting the reasons?
Choose positive words
Make unrealistic statements
Explain clearly
Explain company policy
What is the first pointer that should be done before you deliver bad news personally?
Think about timing
Explain: past, present, future
Decide whether the negative information is newsworthy
Be patient with the reaction
What is the motive to be set when you use the Indirect Strategy to deliver bad news?
Avoid the truth
Hide the news
Delay the bad news
Be an effective communicator, but not to deceive the reader
Which delivery channel is recommended to deliver bad news in large groups?
Instant messages
Interoffice memos
Blogs
Phone calls
When you announce the bad news, you should not make the bad news stand out by sugarcoating.
True
False
When you explain the (a) for the bad news, you should put them in a rational way using positive words and displaying empathy.
