Chapter 07

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Unformatted text preview: Chapter 7 Indirectness in Bad-News Messages True/False Questions 1. Negative messages are received more positively when presented directly followed by convincing explanation. Answer: True Page: 164 Difficulty: Easy Rationale: Most people accept bad news when they know why it must be so. Learning Objective: 1 AACSB Standard: 1 2. It is logical to write bad news messages directly when the message will be received routinely. Answer: True Page: 164 Difficulty: Medium Rationale: In such situations, the reader is not offended by directness. Learning Objective: 1 AACSB Standard: 1 3. When you know your reader well and think he or she will appreciate frankness, it is appropriate to present bad news directly. Answer: True Page: 164 Difficulty: Easy Rationale: As explained on page 164, directness is logical in such cases. Learning Objective: 1 AACSB Standard: 1 4. A good strategic buffer for messages presenting negative news identifies the subject of the message and indicates the nature of the following news. Answer: False Page: 164 Difficulty: Medium Rationale: It should not indicate that bad news is coming. Learning Objective: 1 AACSB Standard: 1 5. One useful technique in writing a bad-news message is to present your reasoning in first and third person. Answer: True Page: 165 Difficulty: Hard Rationale: By avoiding second person writing one does not appear to accuse the reader of wrongdoing. Learning Objective: 1 AACSB Standard: 1 67 Chapter 7 Indirectness in Bad-News Messages 6. Situations exist in which it is acceptable to write a refusal in the direct order. Answer: True Page: 164 Difficulty: Easy Rationale: As discussed on p.164, when the message is routine or when relationships between writer and reader justify it, the direct order is appropriate. Learning Objective: 1, 3 AACSB Standard: 1 7. Cushioning the shock in a bad-news message with an explanation makes the message too long; thus it is inconsistent with the practice of good business etiquette. Answer: False Page: 164 Difficulty: Easy Rationale: Most bad-news situations are appropriately handled with an explanation preceding the bade news. Learning Objective: 1 AACSB Standard: 1 8. The best strategy for diplomatically handling a refusal in a message is to explain first and then to refuse. Answer: True Page: 166 Difficulty: Easy Rationale: See discussion of this order in chapter 7. Learning Objective: 3 AACSB Standard: 1 9. In a message refusing a request because of company policy, the explanation needs only to state the company policy. Answer: False Page: 166 Difficulty: Medium Rationale: Stating a policy is not enough. For conviction to occur, the policy must be justified. Learning Objective: 3 AACSB Standard: 1 10. The opening words in a refusal message should indicate clearly that you are responding to the request. ...
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