CHAPTER 11 ans - Chapter 11 Negative Messages 1 Which of...

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Chapter 11 Negative Messages 1. Which of the following is the best advice when communicating bad news? a. As long as the bad news is delivered tactfully, you don’t have to give the reasons for the bad news. b. To show sensitivity, you should always deliver bad news using the indirect method. c. Because bad news disappoints, irritates, and sometimes angers the receiver, such messages must be written carefully. d. All of the above REF: p. 236 2. Which of the following is not a goal of communicating bad news 指指指指指指指指指指 not a goal a. To protect you and your corporation from legal liability b. To explain clearly who is to blame for the bad news c. To promote and maintain a positive image of you and your corporation d. To make sure that additional correspondence is not necessary. REF: p. 236 3. When should the direct pattern be used to communicate bad news? a. Never. b. When you don’t know your reader. c. When firmness is necessary. d. When maintaining goodwill is important REF: p. 237 4. Using the indirect pattern to prepare the reader in a bad-news message a. shows sensitivity to your reader. b. enables you to keep the reader’s attention until you have been able to explain the reasons for the bad news. c. softens the impact of the bad news. d. All of the above REF: p. 237 5. Allan must write a bad-news message to a client, telling her that his report will be late. What should he do first? a. Outline the four parts of the bad-news pattern.
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b. Select an appropriate colour of stationery that will be calming to the reader. c. Analyze the bad news to determine how it will affect the reader. d. Brainstorm for ideas of how to present the reasons for the bad news. REF: p. 238 6. When explaining what prompted a negative decision, a. concentrate on only the strongest and safest reasons. b. focus on only the single most important reason, even if other reasons exist. c. include even your weakest reasons so that the reader will have a complete understanding of the problem. d. give the weaker reasons before presenting the stronger reasons. REF: p. 238 7. In a recommendation letter, Daniel falsely accuses former employee Sara of being lazy in performing her job. This action is considered to be a. slander. b. libel. 指指指指指指指指指指指指指指指 c. a little white lie. d. legitimate. REF: p. 238 8. Jan makes an abusive ??? statement about Wendy. This language will not be actionable if a. Jan’s statements are false. b. Jan sends the message by e-mail to two other employees in the department. c. Jan makes the comments to Wendy in private. d.
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This note was uploaded on 01/22/2012 for the course COMM 212 taught by Professor Connelly during the Spring '10 term at Concordia Canada.

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CHAPTER 11 ans - Chapter 11 Negative Messages 1 Which of...

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