Question 1

In a message where you have made a refusal, an ending such as "We have enjoyed the opportunity to serve you"can seem insincere or sarcastic.

Accepted Answer

Such an ending can appear insincere or sarcastic because it contrasts with the negative message of refusal, potentially making it seem like the sender is not genuinely regretful or understanding of the recipient's position.

Question 2

In negative messages, avoid endings that seem insincere.

Accepted Answer

In negative messages, it's important to avoid endings that seem insincere as they can undermine the message's sincerity and the sender's credibility, making the recipient feel worse.

Question 3

No serious negative message should come as a complete surprise to readers, who should be prepped for the news by earlier messages or communication about the potential problem.

Accepted Answer

Effective communication, especially in professional settings, involves preparing the audience for bad news through earlier messages or discussions about potential issues, to avoid shock and to manage expectations.

Question 4

Context is crucial in negative message memos.

Accepted Answer

Context helps to provide background, clarify the reasons for the negative message, and can make the message easier to accept and understand.

Question 5

It's OK to put the bad news in a negative message in the message's buffer.

Accepted Answer

A buffer in a negative message is meant to ease the reader into the bad news, not to contain the bad news itself. The bad news should be presented clearly and directly after the buffer.

Question 6

Research shows that buffers make readers react more positively.

Accepted Answer

The answer of Research shows that buffers make readers react...

Question 7

Use a buffer only when the reader (individually or culturally) values harmony or when the buffer serves another purpose. For example, when you must thank the reader somewhere in the letter, putting the "thank you"in the first paragraph allows you to start on a positive note.

Accepted Answer

Using a buffer in communication, especially in written form like letters, is strategic when it aligns with the reader's values, such as prioritizing harmony, or serves an additional purpose, like expressing gratitude. Starting with a positive note can set a constructive tone for the message.

Question 8

Which of the following is NOT a primary purpose of a negative message?

Accepted Answer

All the options listed (A, B, and C) are primary purposes of a negative message. The goal is to communicate unfavorable news in a way that the recipient can understand and accept, while also trying to preserve goodwill. Therefore, there is no option that is NOT a primary purpose among those given, making D the correct answer.

Question 9

Which of the following is the BEST subject line for a message announcing layoffs?

Accepted Answer

The best approach to delivering sensitive news such as layoffs is to do so in person (or as personally as possible, considering remote work environments) to show respect and empathy towards the affected employees. Following up with written communication about severance or next steps is appropriate and provides a record of the information shared.

Question 10

A customer writes to complain that her mail-order merchandise arrived broken. She demands a refund. You check your records and find that she did not insure the delivery. You can't grant her a refund, so the BEST approach in your message is to

Accepted Answer

Offering a constructive solution by suggesting repair options shows empathy and provides the customer with a potential way to resolve the issue, even though a refund cannot be granted.

Question 11

All of the following are parts of a negative message to customers EXCEPT

Accepted Answer

The answer of All of the following are parts of...

Question 12

A local grade school teacher writes asking if he can bring his fourth graders to tour your grocery store for a behind-the-scenes tour. You compose a message saying that would be fine but that students must have their parents sign a waiver form in case they're exposed to anything dangerous or harmful. This is

Accepted Answer

The answer of A local grade school teacher writes asking...

Question 13

You have to send home an employee who wears an outfit that is too revealing for the workplace. The employee returns the next day with conservative attire-and proceeds to wear that same outfit every day. The employee is demonstrating

Accepted Answer

Psychological reactance is a reaction to regain freedom after it has been taken away or threatened. In this case, the employee is overcorrecting by wearing the same conservative outfit daily as a form of protest or assertion of autonomy after being told their previous attire was inappropriate.

Question 14

For a memo with a negative message, the reader's reaction can be influenced by which of the following factors?

Accepted Answer

All of the factors listed can influence the reader's reaction to a memo with a negative message. A good relationship between the sender and the reader, the organization's treatment of people, and prior warnings of possible negatives can all affect how the message is received and processed.

Question 15

Which of the following is NOT a negative message?

Accepted Answer

A sales letter is typically designed to promote products or services, not convey negative information. Price increases, product recalls, and disciplinary notices are all examples of negative messages as they convey unfavorable news or actions.

Question 16

What is the BEST reason to omit the reason for the refusal in a negative message?

Accepted Answer

Providing a reason that reflects poorly on the company could damage its reputation or relationship with the reader, making it a strategic choice to omit such details in a negative message.

Question 17

You have four reasons for saying "no."Two of them are very strong reasons, one has a tiny loophole, and one is very weak. In your message you should

Accepted Answer

Using only the two strong reasons ensures your argument is compelling and avoids the risk of undermining your position with weaker reasons.

Question 18

Which of the following should NOT be included in a bad news memo to your superior?

Accepted Answer

The answer of Which of the following should NOT be...

Question 19

In negative message memos to peers and subordinates, the reader's reaction is influenced by all of the following questions EXCEPT

Accepted Answer

All of the listed questions influence the reader's reaction to negative message memos, so none of them are exceptions.

Question 20

Is "I am sorry that we are unable to make an exception to our policy"appropriate in a letter to a client?

Accepted Answer

You cannot make an exception to your policy, so it is not appropriate to say that you are unable to do so.

Quiz 11: Negative Messages