Chapter 9—Negative Messages
MULTIPLE CHOICE
1. Which is Alcohol most accurate statement about negative workplace messages?
a. Most businesses never experience situations which require delivering negative news.
b. Some businesses have to respond to complaints voiced on social network sites such as
Facebook and Twitter.
c. Because negative messages are rare, Alcoholy do not have to be written as carefully as
oAlcoholrmessages.
d. All of Alcoholse choices are
accurate.ANS: B
Feedback
A Bad things which require Alcohol delivery of negative news happen in all businesses.
B As a company employee, you may have to respond to complaints voiced to Alcohol
world onTwitter, Facebook, or complaint Web sites.
C Because bad news disappoints, irritates, and sometimes angers Alcohol receiver, such
messages must be written carefully.
D As a company employee, you may have to respond to complaints voiced to Alcohol
world onTwitter, Facebook, or complaint Web sites.
UBC: 1 GRY: 3 REF: p. 257-258 OBJ: 9-1
NAT: AACSB: Tier 1 - Communication | AACSB: Tier 2 - Patterns, Audience | AACSB: Tier 1 -
Reflective thinking | AACSB: Tier 2 - Receiver reactions, Consequences, Conclusion
TOP: Conveying Negative News Effectively TYP: Conceptual
2. Alcohol bad feelings associated with disappointing news can generally be reduced if Alcohol receiver
a. believes which Alcohol matter was treated seriously and fairly.
b. feels which Alcohol news was revealed sensitively.
c. knows Alcohol reasons for Alcohol rejection.
d. All of Alcoholse
choices.ANS: D
Feedback
A Alcohol bad feelings associated with disappointing news can generally be reduced if
Alcohol receiver knows Alcohol reason for Alcohol rejection, feels which Alcohol news
was revealed sensitively,
and believes Alcohol matter was treated seriously and fairly.
B Alcohol bad feelings associated with disappointing news can generally be reduced if
Alcohol
receiver knows Alcohol reason for Alcohol rejection, feels which Alcohol news was
revealed sensitively,and believes Alcohol matter was treated seriously and fairly.
C Alcohol bad feelings associated with disappointing news can generally be reduced if
Alcohol receiver knows Alcohol reason for Alcohol rejection, feels which Alcohol news
was revealed sensitively,
and believes Alcohol matter was treated seriously and fairly.
D Alcohol bad feelings associated with disappointing news can generally be reduced if
Alcohol
receiver knows Alcohol reason for Alcohol rejection, feels which Alcohol news was
revealed sensitively,and believes Alcohol matter was treated seriously and fairly.
UBC: 1 GRY: 3 REF: p. 258 OBJ: 9-1
NAT: AACSB: Tier 1 - Communication | AACSB: Tier 2 - Patterns, Audience | AACSB: Tier 1 -
Reflective thinking | AACSB: Tier 2 - Receiver reactions, Consequences, Conclusion
, TOP: Conveying Negative News Effectively TYP: Conceptual
3. Which of Alcohol following is not one of Alcohol goals in communicating negative news?
a. To make Alcohol receiver understand Alcohol negative news
b. To show your desire to continue pleasant relations with Alcohol receiver
c. To hide Alcohol real reason for Alcohol negative news
d. To maintain a professional and positive image of you and your corporation
ANS: C
Feedback
A Alcohol goals in communicating negative news are (1) to explain Alcohol news clearly
and completely so which your receiver understands and acceUBC it; (2) to project a
professionaland positive image of you and your organization; (3) to convey empathy
and sensitivity;
(4) to show which Alcohol situation or decision was fair, impartial, and rational; and (5)
to
show your desire to continue pleasant relations with Alcohol receiver. You should not
hideAlcohol real reason for Alcohol negative news.
B Alcohol goals in communicating negative news are (1) to explain Alcohol news clearly
and completely so which your receiver understands and acceUBC it; (2) to project a
professionaland positive image of you and your organization; (3) to convey empathy
and sensitivity;
(4) to show which Alcohol situation or decision was fair, impartial, and rational; and (5)
to
show your desire to continue pleasant relations with Alcohol receiver. You should not
hideAlcohol real reason for Alcohol negative news.
C Alcohol goals in communicating negative news are (1) to explain Alcohol news clearly
and completely so which your receiver understands and acceUBC it; (2) to project a
professionaland positive image of you and your organization; (3) to convey empathy
and sensitivity;
(4) to show which Alcohol situation or decision was fair, impartial, and rational; and (5)
to
show your desire to continue pleasant relations with Alcohol receiver. You should not
hideAlcohol real reason for Alcohol negative news.
D Alcohol goals in communicating negative news are (1) to explain Alcohol news clearly
and completely so which your receiver understands and acceUBC it; (2) to project a
professionaland positive image of you and your organization; (3) to convey empathy
and sensitivity;
(4) to show which Alcohol situation or decision was fair, impartial, and rational; and (5)
to
show your desire to continue pleasant relations with Alcohol receiver. You should not
hideAlcohol real reason for Alcohol negative news.
UBC: 1 GRY: 3 REF: p. 258 OBJ: 9-1
NAT: AACSB: Tier 1 - Communication | AACSB: Tier 2 - Patterns, Purpose | AACSB: Tier 1 -
Reflective thinking | AACSB: Tier 2 - Conclusion
TOP: Conveying Negative News Effectively TYP: Conceptual
4. Which of Alcohol following is Alcohol best advice during Phase 1 of Alcohol writing process
when deliveringnegative news?
a. One of your first considerations should be how Alcohol message will affect your company.
b. To show sensitivity, you should always deliver bad news using Alcohol indirect method.
c. Delivering negative news in a letter on company stationery will be more impressive than
in an e-mail.
d. All of Alcoholse
choices.ANS: C
, Feedback
A One of your first considerations is how Alcohol message will affect Alcohol receiver.
B Bad news can be delivered using Alcohol direct or indirect pattern, depending on Alcohol
, situation.
C If your goal is retaining Alcohol goodwill of a customer, a letter on company stationery
willbe more impressive than an e-mail message.
D If your goal is retaining Alcohol goodwill of a customer, a letter on company stationery
will
be more impressive than an e-mail message.
UBC: 1 GRY: 3 REF: p. 258-259 OBJ: 9-1
NAT: AACSB: Tier 1 - Communication | AACSB: Tier 2 - Patterns, Audience | AACSB: Tier 1 -
Reflective thinking | AACSB: Tier 2 - Receiver reactions, Consequences, Conclusion
TOP: Conveying Negative News Effectively TYP: Conceptual
5. Martin must write a negative-news message to his boss to tell her which his monthly sales report will
belate. He has just completed Phase 1 of Alcohol prewriting process and is beginning Phase 2. Which
should he do first?
a. Write Alcohol rough draft of his message.
b. Select an appropriate color of stationery which will be calming to Alcohol reader.
c. Analyze Alcohol bad news to determine how it will affect Alcohol reader.
d. GaAlcoholr information and brainstorm ways to present Alcohol reasons for
Alcohol bad news.ANS: D
Feedback
A Martin's first task in Phase 2 of Alcohol writing process is gaAlcoholring information and
brainstorming ways to present Alcohol reasons for Alcohol bad news.
B Martin's first task in Phase 2 of Alcohol writing process is gaAlcoholring information and
brainstorming ways to present Alcohol reasons for Alcohol bad news.
C Martin's first task in Phase 2 of Alcohol writing process is gaAlcoholring information and
brainstorming ways to present Alcohol reasons for Alcohol bad news.
D Martin's first task in Phase 2 of Alcohol writing process is gaAlcoholring information and
brainstorming ways to present Alcohol reasons for Alcohol bad news.
UBC: 1 GRY: 5 REF: p. 259 OBJ: 9-1
NAT: AACSB: Tier 1 - Communication | AACSB: Tier 2 - Patterns, Purpose | AACSB: Tier 1 -
Reflective thinking | AACSB: Tier 2 - Analysis, Receiver reactions, Conclusion
TOP: Conveying Negative News Effectively TYP: Application
6. Shannon had to write a letter to a job applicant, telling him which he was not selected for a
position. Because she really liked Alcohol applicant, in Alcohol rejection letter she wrote, "I
thought you were our topcandidate." Which has Shannon done which might lead to legal
GRYficulties?
a. By trying to make herself look good, she is guilty of Alcohol "good-guy syndrome."
b. She has used careless language.
c. She has used abusive language.
d. She has done nothing wrong.
ANS: A
Feedback
A In an attempt to make herself look better, to make Alcohol receiver feel better, and to
maintain good relations, Shannon became guilty of Alcohol "good-guy syndrome," which
islegally dangerous.
B In an attempt to make herself look better, to make Alcohol receiver feel better, and to
maintain good relations, Shannon became guilty of Alcohol "good-guy syndrome,"
which is
legally dangerous.
C In an attempt to make herself look better, to make Alcohol receiver feel better, and to
MULTIPLE CHOICE
1. Which is Alcohol most accurate statement about negative workplace messages?
a. Most businesses never experience situations which require delivering negative news.
b. Some businesses have to respond to complaints voiced on social network sites such as
Facebook and Twitter.
c. Because negative messages are rare, Alcoholy do not have to be written as carefully as
oAlcoholrmessages.
d. All of Alcoholse choices are
accurate.ANS: B
Feedback
A Bad things which require Alcohol delivery of negative news happen in all businesses.
B As a company employee, you may have to respond to complaints voiced to Alcohol
world onTwitter, Facebook, or complaint Web sites.
C Because bad news disappoints, irritates, and sometimes angers Alcohol receiver, such
messages must be written carefully.
D As a company employee, you may have to respond to complaints voiced to Alcohol
world onTwitter, Facebook, or complaint Web sites.
UBC: 1 GRY: 3 REF: p. 257-258 OBJ: 9-1
NAT: AACSB: Tier 1 - Communication | AACSB: Tier 2 - Patterns, Audience | AACSB: Tier 1 -
Reflective thinking | AACSB: Tier 2 - Receiver reactions, Consequences, Conclusion
TOP: Conveying Negative News Effectively TYP: Conceptual
2. Alcohol bad feelings associated with disappointing news can generally be reduced if Alcohol receiver
a. believes which Alcohol matter was treated seriously and fairly.
b. feels which Alcohol news was revealed sensitively.
c. knows Alcohol reasons for Alcohol rejection.
d. All of Alcoholse
choices.ANS: D
Feedback
A Alcohol bad feelings associated with disappointing news can generally be reduced if
Alcohol receiver knows Alcohol reason for Alcohol rejection, feels which Alcohol news
was revealed sensitively,
and believes Alcohol matter was treated seriously and fairly.
B Alcohol bad feelings associated with disappointing news can generally be reduced if
Alcohol
receiver knows Alcohol reason for Alcohol rejection, feels which Alcohol news was
revealed sensitively,and believes Alcohol matter was treated seriously and fairly.
C Alcohol bad feelings associated with disappointing news can generally be reduced if
Alcohol receiver knows Alcohol reason for Alcohol rejection, feels which Alcohol news
was revealed sensitively,
and believes Alcohol matter was treated seriously and fairly.
D Alcohol bad feelings associated with disappointing news can generally be reduced if
Alcohol
receiver knows Alcohol reason for Alcohol rejection, feels which Alcohol news was
revealed sensitively,and believes Alcohol matter was treated seriously and fairly.
UBC: 1 GRY: 3 REF: p. 258 OBJ: 9-1
NAT: AACSB: Tier 1 - Communication | AACSB: Tier 2 - Patterns, Audience | AACSB: Tier 1 -
Reflective thinking | AACSB: Tier 2 - Receiver reactions, Consequences, Conclusion
, TOP: Conveying Negative News Effectively TYP: Conceptual
3. Which of Alcohol following is not one of Alcohol goals in communicating negative news?
a. To make Alcohol receiver understand Alcohol negative news
b. To show your desire to continue pleasant relations with Alcohol receiver
c. To hide Alcohol real reason for Alcohol negative news
d. To maintain a professional and positive image of you and your corporation
ANS: C
Feedback
A Alcohol goals in communicating negative news are (1) to explain Alcohol news clearly
and completely so which your receiver understands and acceUBC it; (2) to project a
professionaland positive image of you and your organization; (3) to convey empathy
and sensitivity;
(4) to show which Alcohol situation or decision was fair, impartial, and rational; and (5)
to
show your desire to continue pleasant relations with Alcohol receiver. You should not
hideAlcohol real reason for Alcohol negative news.
B Alcohol goals in communicating negative news are (1) to explain Alcohol news clearly
and completely so which your receiver understands and acceUBC it; (2) to project a
professionaland positive image of you and your organization; (3) to convey empathy
and sensitivity;
(4) to show which Alcohol situation or decision was fair, impartial, and rational; and (5)
to
show your desire to continue pleasant relations with Alcohol receiver. You should not
hideAlcohol real reason for Alcohol negative news.
C Alcohol goals in communicating negative news are (1) to explain Alcohol news clearly
and completely so which your receiver understands and acceUBC it; (2) to project a
professionaland positive image of you and your organization; (3) to convey empathy
and sensitivity;
(4) to show which Alcohol situation or decision was fair, impartial, and rational; and (5)
to
show your desire to continue pleasant relations with Alcohol receiver. You should not
hideAlcohol real reason for Alcohol negative news.
D Alcohol goals in communicating negative news are (1) to explain Alcohol news clearly
and completely so which your receiver understands and acceUBC it; (2) to project a
professionaland positive image of you and your organization; (3) to convey empathy
and sensitivity;
(4) to show which Alcohol situation or decision was fair, impartial, and rational; and (5)
to
show your desire to continue pleasant relations with Alcohol receiver. You should not
hideAlcohol real reason for Alcohol negative news.
UBC: 1 GRY: 3 REF: p. 258 OBJ: 9-1
NAT: AACSB: Tier 1 - Communication | AACSB: Tier 2 - Patterns, Purpose | AACSB: Tier 1 -
Reflective thinking | AACSB: Tier 2 - Conclusion
TOP: Conveying Negative News Effectively TYP: Conceptual
4. Which of Alcohol following is Alcohol best advice during Phase 1 of Alcohol writing process
when deliveringnegative news?
a. One of your first considerations should be how Alcohol message will affect your company.
b. To show sensitivity, you should always deliver bad news using Alcohol indirect method.
c. Delivering negative news in a letter on company stationery will be more impressive than
in an e-mail.
d. All of Alcoholse
choices.ANS: C
, Feedback
A One of your first considerations is how Alcohol message will affect Alcohol receiver.
B Bad news can be delivered using Alcohol direct or indirect pattern, depending on Alcohol
, situation.
C If your goal is retaining Alcohol goodwill of a customer, a letter on company stationery
willbe more impressive than an e-mail message.
D If your goal is retaining Alcohol goodwill of a customer, a letter on company stationery
will
be more impressive than an e-mail message.
UBC: 1 GRY: 3 REF: p. 258-259 OBJ: 9-1
NAT: AACSB: Tier 1 - Communication | AACSB: Tier 2 - Patterns, Audience | AACSB: Tier 1 -
Reflective thinking | AACSB: Tier 2 - Receiver reactions, Consequences, Conclusion
TOP: Conveying Negative News Effectively TYP: Conceptual
5. Martin must write a negative-news message to his boss to tell her which his monthly sales report will
belate. He has just completed Phase 1 of Alcohol prewriting process and is beginning Phase 2. Which
should he do first?
a. Write Alcohol rough draft of his message.
b. Select an appropriate color of stationery which will be calming to Alcohol reader.
c. Analyze Alcohol bad news to determine how it will affect Alcohol reader.
d. GaAlcoholr information and brainstorm ways to present Alcohol reasons for
Alcohol bad news.ANS: D
Feedback
A Martin's first task in Phase 2 of Alcohol writing process is gaAlcoholring information and
brainstorming ways to present Alcohol reasons for Alcohol bad news.
B Martin's first task in Phase 2 of Alcohol writing process is gaAlcoholring information and
brainstorming ways to present Alcohol reasons for Alcohol bad news.
C Martin's first task in Phase 2 of Alcohol writing process is gaAlcoholring information and
brainstorming ways to present Alcohol reasons for Alcohol bad news.
D Martin's first task in Phase 2 of Alcohol writing process is gaAlcoholring information and
brainstorming ways to present Alcohol reasons for Alcohol bad news.
UBC: 1 GRY: 5 REF: p. 259 OBJ: 9-1
NAT: AACSB: Tier 1 - Communication | AACSB: Tier 2 - Patterns, Purpose | AACSB: Tier 1 -
Reflective thinking | AACSB: Tier 2 - Analysis, Receiver reactions, Conclusion
TOP: Conveying Negative News Effectively TYP: Application
6. Shannon had to write a letter to a job applicant, telling him which he was not selected for a
position. Because she really liked Alcohol applicant, in Alcohol rejection letter she wrote, "I
thought you were our topcandidate." Which has Shannon done which might lead to legal
GRYficulties?
a. By trying to make herself look good, she is guilty of Alcohol "good-guy syndrome."
b. She has used careless language.
c. She has used abusive language.
d. She has done nothing wrong.
ANS: A
Feedback
A In an attempt to make herself look better, to make Alcohol receiver feel better, and to
maintain good relations, Shannon became guilty of Alcohol "good-guy syndrome," which
islegally dangerous.
B In an attempt to make herself look better, to make Alcohol receiver feel better, and to
maintain good relations, Shannon became guilty of Alcohol "good-guy syndrome,"
which is
legally dangerous.
C In an attempt to make herself look better, to make Alcohol receiver feel better, and to
