22 Chapter 8 – Test Bank Chapter 8—Test Bank Negative Messages DIFFICULTY (DIF) TYPE OTHER CODES 5 – Most difficult App – Application question ANS – Answer 3 – Average difficulty Con – Conceptual question REF – Page Reference 1 – Least difficult Def – Definition TOP – Chapter Topic NOT – Note (Feedback/ explanation) *Question used in Web Chapter Review quiz Multiple Choice 1. Cathy Dial, former Frito-Lay manager, believes that we must put more thought into bad-news messages because a. we need to explain the whys and try to offer alternatives. b. we are unsure of the organizational strategy necessary for bad-news messages. c. most training manuals offer no good examples of bad-news messages. d. the indirect strategy is an illogical approach for bad news. ANS: a REF: p. 201 TYPE: Con DIF: 3 TOP: Strategies for Delivering Bad News NOT: Ms. Dial noted that our bad-news messages require more thought because we must explain reasons and offer alternatives to our readers. This must be done with sensitivity. 2. When sending a negative message, you should generally use a. the indirect strategy. b. the direct strategy. c. an e-mail message. d. your best stationery. ANS: a REF: pp. 201–202 TYPE: Con DIF: 3 TOP: Strategies for Delivering Bad News NOT: The indirect strategy should be used for most negative messages because you can reduce the sting of bad news by giving reasons and communicating sensitively. *3. The bad feelings associated with disappointing news can generally be reduced if the reader knows the reasons for the rejection and a. your message is presented on high quality company letterhead. b. the direct strategy is employed. c. the bad news is revealed with sensitivity. d. you inform the reader who is to blame for the problem. ANS: c REF: pp. 200–201 TYPE: Con DIF: 3
23 Chapter 8 – Test Bank TOP: Strategies for Delivering Bad News NOT: Your bad news should be revealed with sensitivity. The direct strategy is not likely to soften the blow, nor will using company letterhead or assigning blame. 4. Using an indirect strategy to write negative messages shows that the writer a. is savvy enough to hide the bad news. b. has consulted with the company’s legal department for advice. c. cares about how the message will affect the receiver. d. does not believe the news will disappoint or irritate the reader. ANS: c REF: pp. 200–201 TYPE: Con DIF: 3 TOP: Strategies for Delivering Bad News NOT: The indirect strategy is especially appealing to relationship-oriented writers who care about how a message will affect its receiver. 5. Using the indirect pattern to prepare the reader in a bad-news message a. shows insensitivity to your reader. b.
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