Deck 9: Composing Negative Messages

Question 1

In an indirect message,all the reasons in favour of the sender's position are described before he/she gives the readers a chance to say no.

Answer 1

True

Question 2

Successful communication contains an element of persuasion.

Answer 2

True

Question 3

A message should start with an objective description of the situation when resistance is not expected from the reader.

Answer 3

False

Question 4

Which of the following is an important element of persuasion?

A)Price
B)Individualization
C)Logic
D)Background

Question 5

Direct requests do not need to overcome objections.

Question 6

Emotional appeals should never be used to counter objections.

Question 7

A message should start with a request when the writer does not anticipate objections.

Question 8

Which of the following is an important element of persuasive appeals?

A)Place
B)Idea
C)Object
D)Trust

Question 9

The best common grounds are vague in nature.

Question 10

Which of the following is a secondary purpose of persuasive messages?

A)To have the reader act in order to avoid delaying of action
B)To have the reader overcome any objections that might prevent action
C)To provide enough information so that the reader knows exactly what to do
D)To establish a good impression of the writer

Question 11

Direct requests contain reader benefits.

Question 12

Both directed subject lines and benefit subject lines can be used as report titles.

Question 13

People are persuaded by the perceptions of the trustworthiness of the messenger.

Question 14

In a direct request,the request,the topic of the request,or a question should be put in the subject line.

Question 15

A direct request pattern is MOST appropriate when:

A)the audience's initial reaction is negative.
B)you can show that the audience benefits directly from doing as you ask.
C)the audience's initial position is positive.
D)the audience feels strongly about the subject.

Question 16

The indirect,problem-solving approach works best when you anticipate your audience will be resistant to you and/or the message.

Question 17

The indirect approach works well when the audience feels positively or neutrally about the speaker and the message.

Question 18

Analyzing the audience members is important in order to establish common ground.

Question 19

Which of the following is a primary purpose of persuasive messages?

A)To establish a good impression of the writer
B)To provide enough information so that the reader knows exactly what to do
C)To reduce or eliminate future correspondence on the same subject
D)To build a good relationship between the writer and reader

Question 20

Deadlines should be given to encourage readers to act promptly.

Question 21

In the context of organizing indirect requests,if you know the reader favours a solution to the problem that is different from the one you propose,what strategy should you use?

A)Show why the reader's solution will not work
B)Acknowledge that the reader has a good argument
C)Emphasize the solution by using "my" and "I"
D)Ignore the reader's solution

Question 22

Which of the following should be done when quick agreement is expected?

A)Detail the results of the situation as they affect your reader.
B)Summarize any additional benefits of the solution.
C)Give readers all the information and details they will need to act on your request.
D)Prove that any negative elements are outweighed by the advantages.

Question 23

Which of the following should be done for requests that do NOT need to overcome objections?

A)Consider asking immediately for the information or service you want
B)Describe the situation you share
C)Detail the results of the situation as they affect your reader
D)Summarize any additional benefits of the solution

Question 24

You want your subordinate to get some information about last year's efforts to hire minorities.Which of the following would be the BEST subject line for this message?

A)Improving Affirmative Action Hiring
B)Minority Hiring
C)Request for Information about Last Year's Minority Hiring
D)What You Should Do Next

Question 25

Which of the following tones works BEST for messages?

A)A preachy order
B)A polite message
C)A parental message
D)An arrogant question

Question 26

Which of the following strategies works BEST in countering persisting objections?

A)Show the reader that a sacrifice is not very necessary.
B)Show that the disadvantages as a group outnumber or outweigh the advantages as a group.
C)Show that money spent now will not save money in the long run.
D)Specify how much time or money is required.

Question 27

Which of the following should be done when resistance is expected from the reader?

A)Ask immediately for the action you want.
B)Give readers all the information and details they will need to act on your request.
C)Describe the problem that your request will solve.
D)Consider asking immediately for the information you want.

Question 28

In which of the following circumstances should you use the indirect request pattern?

A)Your audience will interpret the request positively
B)You need action from everyone
C)Your audience will readily do what you ask
D)Your audience is very busy

Question 29

Which of the following BEST defines the usefulness of PAIBOC questions?

A)They produce stories and psychological descriptions.
B)They give a reason to act promptly.
C)They examine the points a message should include.
D)They find common ground.

Question 30

Which of the following is required to find common grounds?

A)Ignoring intelligence levels of audience
B)Being ignorant of audience's needs
C)Giving positive psychological descriptions
D)Avoiding emotional appeals

Question 31

Which of the following should be done when the sender needs a quick response?

A)Reinforce positive stories and psychological descriptions
B)Find common ground
C)Show that the time limit is real
D)Send an indirect message

Question 32

For a problem-solving message to be persuasive:

A)reader benefits should be avoided.
B)the subject line should report the problem.
C)the first paragraph may be negative.
D)the subject line can be negative.

Question 33

Which of the following is NOT part of a problem-solving message?

A)A list of names of people who created the problem
B)An appeal to the reader's ethical responsibilities
C)An objective statement about the mutual problem
D)A request for action on the part of the reader

Question 34

A store is designing a highly anticipated catalogue for its fall collection.Which of the following actions would MOST LIKELY increase the store's credibility?

A)Writing in a lively,exciting style
B)Stating the facts about each product
C)Telling consumers that these prices represent once-in-a-lifetime savings
D)Creating a glossy catalogue with colourful pictures

Question 35

Which of the following would be the BEST sentence to include in a negative message?

A)Clara's co-workers complain about her.
B)Clara has problems meeting quotas.
C)Clara leaves tasks until the last minute.
D)Clara has not met her weekly quota of customer contacts for the last five weeks.

Question 36

What should be done when an objection is false or based on misinformation?

A)Present responses in a "question/answer" format
B)Do not specify how much time or money is required
C)Give the response to the objection by naming the objection
D)State the objection personally,and then respond

Question 37

Which of the following should be done when the writer anticipates objections?

A)Prove that any negative elements are outweighed by the advantages.
B)Ask immediately for the action you want.
C)Consider asking immediately for the information you want.
D)Give readers all the details they will need to act on your request.

Question 38

PAIBOC stands for:

A)purposes,audience,information,benefits,objections,and context.
B)price,affirmation,individual,background,objectives,and culture.
C)product,analysis,involvement,business lines,object,and credibility.
D)place,affordability,ideas,backdrop,order,and creation.

Question 39

Which of the following should be done when a message needs to overcome objections?

A)Ask immediately for the action you want.
B)Summarize any additional benefits of the solution.
C)Give readers all the information they will need to act on your request.
D)Consider asking immediately for the information you want.

Question 40

Indirect approaches should be used only when:

A)resistance is expected from the reader.
B)compliance is expected from the reader.
C)the writer's organizational culture prefers such requests.
D)the writer fears that a busy reader may not read a message whose relevance is not clear.

Question 41

How should one overcome objections if they are false or based on misinformation?

Question 42

What is the best subject line for a persuasive message?

Question 43

What are persuasive appeals?

Question 44

What purposes do persuasive messages serve?

Question 45

What are the specifications required for writing an order?