Question 1

In which of the following situations is it appropriate to use the indirect approach to organize negative news messages?
A) You need to immediately get the reader's attention.
B) You value the relationship you have with the audience.
C) The news is not likely to seriously impact the audience.
D) The audience does not have the time to read long, rambling messages.

Accepted Answer

The indirect approach is most appropriate when delivering negative news that might impact or damage the relationship between the sender and receiver. Using the indirect approach allows the sender to ease the audience into the negative news and minimize any potential negative reaction or consequences. The other options (A, C, D) do not necessarily require the use of the indirect approach.

Question 2

You should use the direct approach to organize negative news messages when ________.
A) you want to soften the blow of the negative news
B) the reader has an emotional investment in the situation
C) the situation is routine or minor
D) you need to maintain a close working relationship with the reader

Accepted Answer

The direct approach is best used when delivering negative news that is routine or minor. This approach is straightforward and gets right to the point, which is appropriate for less severe situations. It is not used when you want to soften the blow of the negative news or when the reader has an emotional investment in the situation. It also may not be the best choice if you need to maintain a close working relationship with the reader.

Question 3

When using the direct approach to deliver bad news,the opening of your message should ________.
A) include a goodwill statement aimed at maintaining a good relationship with the reader
B) offer explanations for the bad news
C) give a clear statement of the bad news
D) provide an apology

Accepted Answer

The direct approach requires giving a clear statement of the bad news at the opening of the message. This establishes transparency and prepares the reader for the information they are about to receive. While offering explanations and apologies may be appropriate later in the message, they should not be the opening statement. A goodwill statement may also be included later in the message, but it is not necessary at the opening.

Question 4

You should use the direct approach to organize negative news messages when ________.
A) you want to soften the blow of the negative news
B) the reader has an emotional investment in the situation
C) the bad news is not expected by the reader
D) the bad news will not come as a shock to the reader

Accepted Answer

The direct approach is best used when the bad news will not come as a shock to the reader, as it allows for a clear and concise delivery of the negative news without unnecessary padding or detail. This approach is most suitable for situations where the reader is already aware of the issue at hand and expects a negative outcome.

Question 5

You should use the indirect approach to organize negative news messages when ________.
A) you need to get the reader's attention
B) the audience prefers short messages
C) the situation is routine or minor
D) the bad news will come as a shock to the audience

Accepted Answer

The indirect approach is recommended when delivering negative news that may come as a shock to the audience. Using this approach allows the sender to soften the blow and prepare the audience for the bad news.

Question 6

In which of the following situations is it appropriate to use the direct approach to organize negative news messages?
A) The news is of great importance to the reader.
B) The reader is likely to react emotionally to the news.
C) The reader is not expecting this news.
D) You need to immediately get the reader's attention.

Accepted Answer

The direct approach is suitable when immediate attention to the negative news is necessary, ensuring the reader understands the importance and urgency of the message right away.

Question 7

As a Fire Insurance Claims Adjuster with Veritas Insurance,Marshall must send a message to Synthesis Inc.refusing their claim for damages caused due to a fire in their warehouse.He uses the direct method to organize the message.Which of the following statements,if true,would support Marshall's choice?
A) Synthesis Inc. will be in serious financial trouble if Veritas refuses to cover the damage, and would probably have to file for bankruptcy.
B) This is the first claim ever made by Synthesis Inc. in the 10 years that it has insured with Marshall's company.
C) Synthesis Inc.'s policy is a comprehensive one that indemnifies for loss arising out of fire, burglary, theft, and third party risks.
D) A preliminary report filed by Veritas with Synthesis Inc. immediately after the fire indicated that the fire was a result of a robbery and would be covered under the company's Theft Insurance policy.

Accepted Answer

Option D supports Marshall's choice to refuse the fire claim because the preliminary report indicated that the fire was a result of a robbery, which would be covered under the company's Theft Insurance policy instead of their Fire Insurance policy. This would justify the denial of the claim and would be the most relevant information for Marshall to cite in his message. Options A, B, and C do not provide specific information that directly supports Marshall's decision to deny the claim.

Question 8

The ________ approach to organizing negative messages opens with the reasons behind the bad news before presenting the bad news itself.
A) indirect
B) short
C) direct
D) informal

Accepted Answer

The indirect approach to organizing negative messages involves opening with the reasons behind the bad news before presenting the actual bad news. This approach is often used in situations where the bad news is likely to be upsetting or unexpected, as beginning with the reasons can help the recipient to understand why the bad news is necessary and to prepare themselves mentally for it.

Question 9

You should use the direct approach to organize negative news messages when ________.
A) you want to soften the blow of the negative news
B) the reader has an emotional investment in the situation
C) the reader does not like long, rambling messages
D) you need to maintain a close working relationship with the reader

Accepted Answer

The direct approach is preferred when the reader values brevity and clarity over cushioning the impact of the news, making option C correct. This approach gets straight to the point, which is appreciated by those who dislike long, indirect messages.

Question 10

The direct approach for delivering bad news is best for people who ________.
A) understand the possibility of getting bad news
B) are unfamiliar with your company
C) you do not know well
D) all of the above

Accepted Answer

The direct approach is best for those who understand the possibility of receiving bad news because it shows respect for their ability to handle the news and can build trust and credibility. It may not be the best approach for those who are unfamiliar with your company or for those you do not know well, as it can come across as harsh or insensitive.

Question 11

Because your main idea in a bad-news message is negative,it is important to ________.
A) carefully choose whether an indirect or a direct approach is best
B) always use a direct approach
C) always use an indirect approach
D) use both a direct and an indirect approach in each letter

Accepted Answer

Choosing whether to use an indirect or direct approach depends on various factors such as the message's severity, audience, and relationship with the recipient. Thus, it is essential to carefully choose the best approach that will convey the negative news effectively while also preserving the relationship with the recipient.

Question 12

What is the best medium to deliver bad news?
A) In person
B) By phone
C) By email
D) On the company's internal website

Accepted Answer

Delivering bad news in person allows for the opportunity to gauge the recipient's reaction and respond accordingly. It also shows empathy and respect towards the recipient.

Question 13

A negative message using the ________ approach opens with the bad news,proceeds to the reasons for the situation or the decision,and ends with a positive statement aimed at maintaining a good relationship with the audience.
A) personal
B) indirect
C) formal
D) direct

Accepted Answer

The direct approach in communication starts with the main point or bad news first, followed by the explanation and a positive note to maintain a good relationship, which is described in the question.

Question 14

You should use the indirect approach to organize negative news messages when ________.
A) you need to get the reader's attention
B) the reader has an emotional investment in the situation
C) the situation is routine or minor
D) the audience prefers short messages that get right to the point

Accepted Answer

The indirect approach is best to use when the reader has an emotional investment in the situation, as it helps to cushion the negative news and soften the blow. The indirect approach involves starting with a buffer or positive statement, followed by the explanation and then the negative news, and ending with a positive or encouraging statement. This helps to maintain a positive relationship with the reader and reduces the chances of the message being received negatively.

Question 15

When using the direct approach to deliver bad news,the closing could often include a(n)________.
A) apology
B) description of the actions being taken to avoid similar mistakes in the future
C) action step for those who want to appeal or contest the bad news
D) explanation for the bad news

Accepted Answer

The answer of When using the direct approach to deliver...

Question 16

As an executive in the Admissions Office of Greenwood College,Janet must send rejection letters to applicants to the MBA program at the college.She decides to organize her messages using the indirect approach.Which of the following facts,if true,would support Janet's choice?
A) All the rejected applicants are offered the option of registering for the two-year diploma course in management instead, which has the same standing in the job market as an MBA.
B) The college was recently refused a grant that it had applied for to support its MBA program.
C) The college's decision is final and further discussion or communication about the matter will not be entertained.
D) Owing to the large number of enrollments it accepts and its above average rating, this college is considered a "safety net" college by several applicants-a college they wouldn't mind getting into if the bigger names don't work out.

Accepted Answer

The answer of As an executive in the Admissions Office...

Question 17

Which of the following is NOT a negative phrase?
A) You are clearly dissatisfied.
B) I recognize that the product did not live up to your expectations.
C) Unfortunately, we haven't received it.
D) The damage won't be fixed for a week.

Accepted Answer

Option B is an empathetic and understanding phrase that acknowledges the customer's disappointment without being negative. On the other hand, options A, C, and D all contain negative phrasing, expressing dissatisfaction, unfortunate circumstances, and delays.

Question 18

You should use the direct approach to organize negative news messages when ________.
A) firmness is needed in communicating the message
B) the reader has an emotional investment in the situation
C) you want to soften the blow of the negative news
D) you need to maintain a close working relationship with the reader

Accepted Answer

The direct approach is recommended when firmness is needed in communicating negative news. This approach is straightforward and direct, giving the reader the necessary information upfront, without unnecessary explanation or sugar-coating. This helps to convey the message clearly and avoids confusion or misunderstanding.

Question 19

You need to convey to a customer that his shipment will arrive a week late.Which of the following lines will be most effective in communicating this news?
A) We regret to inform you that your shipment will arrive a week late.
B) Due to unavoidable circumstances, your shipment has been delayed by a week.
C) Your shipment will be delivered next week.
D) Your shipment will arrive next week, even though we promised that you would receive it this week.

Accepted Answer

The answer of You need to convey to a customer...

Question 20

The primary advantage of using the direct approach is that it ________.
A) is efficient
B) prepares readers for the bad news
C) is useful in limiting your responsibility
D) helps obscure the bad news

Accepted Answer

The direct approach is efficient because it gets straight to the point and saves readers time. It is not intended to prepare readers for bad news, limit responsibility, or obscure bad news.

Quiz 8: Writing Negative Messages

In which of the following situations is it appropriate to use the indirect approach to organize negative news messages?

You should use the direct approach to organize negative news messages when ________.

When using the direct approach to deliver bad news,the opening of your message should ________.

You should use the direct approach to organize negative news messages when ________.

You should use the indirect approach to organize negative news messages when ________.

In which of the following situations is it appropriate to use the direct approach to organize negative news messages?

The ________ approach to organizing negative messages opens with the reasons behind the bad news before presenting the bad news itself.

You should use the direct approach to organize negative news messages when ________.

The direct approach for delivering bad news is best for people who ________.

Because your main idea in a bad-news message is negative,it is important to ________.

What is the best medium to deliver bad news?

A negative message using the ________ approach opens with the bad news,proceeds to the reasons for the situation or the decision,and ends with a positive statement aimed at maintaining a good relationship with the audience.

You should use the indirect approach to organize negative news messages when ________.

When using the direct approach to deliver bad news,the closing could often include a(n) ________.

As an executive in the Admissions Office of Greenwood College,Janet must send rejection letters to applicants to the MBA program at the college.She decides to organize her messages using the indirect approach.Which of the following facts,if true,would support Janet's choice?

Which of the following is NOT a negative phrase?

You should use the direct approach to organize negative news messages when ________.

You need to convey to a customer that his shipment will arrive a week late.Which of the following lines will be most effective in communicating this news?

The primary advantage of using the direct approach is that it ________.