SSC 101-3
14) 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 E) will divert attention from the problem
A
2) 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 E) personal
A
30) When providing reasons for bad news in a negative news message that uses the indirect approach, you should ________. A) avoid using "company policy" as the reason most of the time B) start with the most negative points and then move on to increasingly positive ones C) present your reasons in a clearly apologetic tone D) avoid going into details of the reasons for the bad news E) avoid couching negative points in positive language
A
33) Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method? A) Subordinate the bad news in a compound or complex sentence. B) Avoid putting the bad news in parenthetical expressions. C) Maximize the space or time devoted to the bad news. D) Put the bad news in the beginning or end of a paragraph. E) Try to disguise the bad news when you emphasize the positive.
A
60) When rejecting job applications, you should ________. A) clearly explain why an applicant was rejected B) open with a courteous expression of appreciation for being considered C) emphasize explaining why others were chosen D) use the active voice to convey the news E) state that the application will be reviewed at a later date
B
63) When sending messages terminating employment, you should ________. A) adopt an apologetic tone B) try to deliver the message personally C) adopt a personal tone to soften the blow of the message D) not go into the reasons for this negative decision E) attribute the decision to the employee's performance
B
65) When conveying negative organizational news, you should ________. A) utilize the element of surprise to buy time to prepare a response B) try to minimize the element of surprise C) ideally use the direct approach D) close with a clear expression of optimism E) use face-to-face communication, not electronic communication
B
68) Responding effectively to rumors and negative information in a social media environment requires companies to ________. A) respond to each and every rumor B) continually engage with stakeholders C) reply immediately and spontaneously D) limit their online presence E) limit the use of RSS feeds and automated reputation analysis
B
61) Which of the following is a guideline for giving negative performance reviews? A) Avoid giving feedback to the employee, except during annual reviews. B) Write in an informal and personal tone since you are communicating with a colleague. C) Apologize sincerely for the negative message. D) Be consistent in the rating you give to the same employee over different years. E) Keep a written record of performance issues.
E
64) When conveying negative organizational news, you should ________. A) utilize the element of surprise to buy time to prepare a response B) use face-to-face communication, not electronic communication C) ideally use the direct approach D) close with a clear expression of optimism E) consider the unique needs of every group
E
67) Which of the following is a guideline to follow when sending negative organizational news? A) Add an element of surprise whenever possible. B) Always use a buffer to prepare readers for the bad news. C) Use the direct approach for organizing the message. D) Close with a clear expression of optimism. E) Use multiple media to reach out to the audience.
E
7) 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 are keen on maintaining a positive working relationship with the reader. E) You need to immediately get the reader's attention.
E
40) Ethan is developing a message to communicate to a job applicant that he is not being offered the job since he lacks the appropriate experience. Which of the following lines reflects the most effective way of making a clear statement of the bad news if Ethan chooses to organize the message using the indirect method? A) We have decided that we need someone with at least two years of project management experience for this position. B) We regret to inform you that we will not be offering you this job. C) You have not been selected for filling this position since this job requires at least two years of project management experience. D) We must deny your application for this position because we looking for someone with at least two years of project management experience. E) Because we are looking for someone with at least two years of project management experience, we will not be able to hire you for this position.
A
48) When developing bad news about transactions, you should ________. A) explain how you are trying to resolve the problem B) always open with an apology C) use the direct approach D) open with a clear and succinct statement of the bad news E) accept or assign specific blame
A
53) Which of the following is a guideline for refusing claims? A) Use the indirect approach in most such instances. B) Maintain a personal and intimate tone to build rapport. C) Apologize sincerely for the negative answer. D) Don't offer alternative solutions as that is unethical. E) Open with a clear statement of the news.
A
57) When rejecting job applications, you should ________. A) avoid explaining why an applicant was rejected B) avoid making the e-mail personal by adding the recipient's name C) open with a clear statement of the news D) use the active voice to convey the news E) state that the application will be reviewed at a later date
A
6) 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 E) the bad news will come as a shock to the reader
A
10) 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 E) the audience is expecting the news
B
11) 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. E) The audience is expecting the bad news.
B
20) When conveying negative news you should always ________. A) use the indirect approach B) close on a positive note C) offer a sincere apology D) open with a neutral, noncontroversial statement E) offer a detailed explanation for the negative news
B
21) The purpose of using the indirect approach to organize a negative message is to ________. A) obscure bad news B) help readers accept the news C) limit your responsibility D) help readers get to the main idea of the message immediately E) reduce the time it takes you to write the message
B
23) A good buffer ________. A) diverts attention from the problem B) establishes common ground with the reader C) indicates that the message contains good news D) is a statement unrelated to the point of the message E) promises a positive answer
B
24) As General Manager of a company, Julian needs to write a message turning down a request for additional funds for a promotion drive planned by the company's marketing department. Which of the following lines would best serve as a buffer statement for this message, considering that you are using the indirect approach in organizing this message? A) We would love to grant your request but budget constraints do not allow us to do so at this point. B) We share your goal of increasing the company's revenues by 25% this year. C) The marketing department is doing a great job out there and we would like to do all we can to help. D) This year has proven to be one of dramatic growth for our company. E) We have decided that the additional funds you requested cannot be sanctioned at this point.
B
26) In a negative message using the indirect approach, the buffer in the opening is immediately followed by a(n) ________. A) clear statement of the bad news B) explanation for the news C) neutral statement unrelated to the purpose of the message D) positive statement, expressing genuine optimism for the future E) sincere apology for the bad news
B
29) When providing reasons for bad news in a negative news message that uses the indirect approach, you should ________. A) use "company policy" as the reason whenever possible B) start with the most positive points and then move on to increasingly negative ones C) present your reasons in a clearly apologetic tone D) avoid going into details of the reasons for the bad news E) avoid couching negative points in positive language
B
34) Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method? A) Put the bad news as the main clause of a compound or complex sentence. B) Use parenthetical expressions to frame the bad news. C) Maximize the space or time devoted to the bad news. D) Put the bad news in the beginning or end of a paragraph. E) Try to disguise the bad news when you emphasize the positive.
B
44) Which of the following is true about refusing routine requests? A) Use phrases such as "Let me think about it and get back to you" as a way to delay saying no. B) The direct approach works best for most routine negative responses. C) Avoid offering alternative ideas. D) Always imply that other assistance or information might be available. E) Use the direct approach when you're forced to decline a request that you might have said yes to in the past.
B
46) Which of the following is true about refusing claims and requests for adjustment? A) You should always accept responsibility for the negative answer. B) You must resist the temptation to call the other party dishonest or incompetent. C) You should clearly point out the customer's mistakes to him. D) The direct approach is usually the better choice for this purpose. E) You should always apologize for the bad news.
B
47) Which of the following is a goal you should have in mind when sending out a message communicating bad news about transactions to a customer? A) to limit your responsibility B) to repair the relationship C) to sell an alternative product or service D) to limit further communication on the matter E) to obscure and disguise the bad news
B
51) To successfully sue for defamation, the aggrieved party must prove, among other things, that ________. A) the defendant profited from making the statement B) the statement was false C) the statement was made out of anger or malice D) the statement uses private information E) the statement has been made in writing
B
58) When rejecting job applications, you should ________. A) clearly explain why an applicant was rejected or why others were chosen B) personalize the message by adding the recipient's name C) open with a clear statement of the news D) use the active voice to convey the news E) state that the application will be reviewed at a later date
B
70) Which of the following is a guideline for responding effectively to rumors and negative information in a social media environment? A) Limit your online presence to prevent online attacks and malicious campaigns. B) Use RSS feeds, automated reputation analysis, and other technologies to listen to what people are saying. C) Respond to each and every rumor or negative information that appears in social media. D) Wait till a negative situation occurs to engage with customers in a social media environment. E) Respond instantly and spontaneously to rumors and negative information online.
B
16) Margaret is in the process of developing a message using the direct approach to inform a customer that the company is currently all sold out of the AT3 model lawnmower that he wished to purchase. Which of the following lines would best form the opening lines of this message? A) The AT3 model lawnmower is the best-selling lawnmower in the market right now and a favorite of homeowners across the country. B) We regret to inform you that we are currently all sold out of the AT3 model lawnmower that you had requested. C) We are currently all sold out of the best-selling AT3 model lawnmower that you had requested. D) Summer is peak season for us and we usually see a marked spike in demand for our entire range of lawn mowers during this time; it's no different this time. E) Due to the recent spike in demand, we are currently unable to fill your order for the AT3 model lawnmower.
C
3) 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 E) the news will come as a shock to the reader
C
31) In a negative message using the indirect approach, well-written reasons are NOT ________. A) individualized B) positive C) apologetic D) detailed E) concise
C
32) Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method? A) Put the bad news in the main clause of a compound or complex sentence. B) Avoid putting the bad news in parenthetical expressions. C) Minimize the space or time devoted to the bad news. D) Put the bad news in the beginning or end of a paragraph. E) Try to disguise the bad news when you emphasize the positive.
C
38) Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method? A) Try to put the bad news as the main clause of a compound or complex sentence. B) Avoid putting the bad news in parenthetical expressions. C) Emphasize what you can do or have done rather than what you cannot do. D) Put the bad news in the beginning or end of a paragraph. E) Don't use a conditional statement to imply that a favorable answer may be possible in the future.
C
39) Tim is developing a message to inform a customer that though volume 1 of a set of two books he ordered is being mailed right away, volume 2 can be mailed out only after a week. Which of the following lines reflects the most effective way of making a clear statement of the bad news when organizing the message using the indirect method? A) We regret to inform you that, while we are mailing volume 1 of the Goldwyn anthology to you right away, we can dispatch volume 2 only next week. B) The delivery of volume 2 of the Goldwyn anthology has been delayed by a week, while volume 1 is being mailed to you right away. C) We are mailing volume 1 of the Goldwyn anthology right away and volume 2 will be delivered to you next week. D) While we are mailing volume 1 of the Goldwyn anthology to you right away, there will be a week-long delay in delivering volume 2 . E) We are mailing volume 1 of the Goldwyn anthology right away,
C
45) Which of the following is true about refusing routine requests? A) Use phrases such as "Let me think about it and get back to you" as a way to delay saying no. B) The indirect approach works best for most routine negative responses. C) Offer alternative ideas if you can, particularly if the relationship is important. D) Always imply that other assistance or information might be available. E) Use the direct approach when you're forced to decline a request that you might have said yes to in the past.
C
5) 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 E) the bad news will come as a shock to the reader
C
50) To successfully sue for defamation, the aggrieved party must prove, among other things, that ________. A) the defendant profited from making the statement B) the statement was made out of anger or malice C) the statement has been communicated to others D) the statement uses private information E) the statement has been made in writing
C
66) Which of the following is a guideline to follow when sending negative organizational news? A) Add an element of surprise whenever possible. B) Always use a buffer to prepare readers for the bad news. C) Match your approach to the situation. D) Close with a clear expression of optimism. E) Use face-to-face communication, not electronic communication.
C
62) When sending messages terminating employment, you should ________. A) adopt an apologetic tone B) deliver the message by e-mail or other electronic means C) adopt a personal tone to soften the blow of the message D) clearly present the reasons for this difficult decision E) attribute the decision to the employee's performance
D
1) 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 E) long
D
15) When using the direct approach in your negative news messages, you should open with ________. A) a sincere apology B) a buffer statement C) a disclaimer limiting your responsibility D) a clear statement of the bad news E) an explanation for the bad news
D
18) Which of the following statements about using the direct approach in negative messages is true? A) The closing of the message should reiterate the bad news. B) Direct messages take longer to write, and readers need more time to reach the main idea of the message. C) One should always offer a sincere apology in the closing of the message. D) The extent of your explanation for the negative news depends on the nature of the news and your relationship with the reader. E) Openly accepting or assigning specific blame is important when using the direct approach.
D
19) Lara is responding to a customer who complained that his broadband service was down for two days during a recent storm and that he missed out on some important business communications as a result. Which of the following lines reflects the best way in which Lara can apologize to this customer? A) I am shocked and dismayed that you had to go through this. B) I take personal responsibility for the inconvenience caused to you. C) I am sorry that the company could not get your service back up more promptly. D) I am sorry to hear of your difficulties. E) I apologize on behalf of the company.
D
27) In a negative message that uses the indirect approach, an ideal explanation section should ________. A) include a sincere apology B) give additional information about the bad news revealed in the opening C) first reveal the bad news and then suggest alternative courses of action D) signal the negative news ahead E) take the focus away from the issue at hand
D
28) Which of the following is a guideline for providing reasons for bad news in a negative news message that uses the indirect approach? A) Use "company policy" as the reason most of the time. B) Start with the most negative points first and move forward to increasingly positive ones. C) Present your reasons in a clearly apologetic tone. D) Provide enough detail for the audience to understand your reasons. E) Avoid couching negative points in positive language.
D
35) Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method? A) Put the bad news as the main clause of a compound or complex sentence. B) Avoid putting the bad news in parenthetical expressions. C) Maximize the space or time devoted to the bad news. D) Embed the bad news in the middle of a paragraph. E) Try to disguise the bad news when you emphasize the positive.
D
41) When closing a negative message organized using the indirect approach, you should always ________. A) encourage further communication relating to the matter B) imply that the matter is open to negotiation C) act as though the negative news never happened D) emphasize your respect for the audience E) express optimism, no matter how bleak the situation
D
42) Which of the following is a guideline for closing a negative message organized using the indirect approach? A) Avoid a certain conclusion. B) Encourage additional communication or discussion. C) Act as though the negative news never happened. D) Be sincere. E) Be upbeat.
D
43) Which of the following is a guideline for closing negative message organized using the indirect approach? A) Avoid a certain conclusion. B) Encourage additional communication or discussion. C) Act as though the negative news never happened. D) Build good will. E) Be upbeat.
D
49) A written false statement that damages someone's reputation is called ________. A) calumny B) slander C) justification D) libel E) persiflage
D
52) To successfully sue for defamation, the aggrieved party must prove, among other things, that ________. A) the defendant profited from making the statement B) the statement uses private information C) the statement was made out of anger or malice D) the language injures the person's reputation E) the statement has been made in writing
D
55) A company has contacted you to provide a recommendation letter for a former employee of yours that they are considering hiring. However, your company's policy does not permit you to confirm anything more than the employment dates and designation of the former employee. How can you best communicate your inability to comply with the request? A) I'm sorry, but company policy prohibits me from providing recommendation letters. I can only confirm that Greg Wilson worked with us for two years, from April 2008 to May 2010. Please contact me if you need any more information. B) As much as I would like to provide a letter of recommendation, our legal department does not allow it. All I can say is that Greg Wilson worked for this company for two years, from April 2008 to May 2010. Thanks. C) We share your concerns in conducting thorough reference checks of all prospective employees. However, I am only allowed to reveal the
D
59) When rejecting job applications, you should ________. A) clearly explain why an applicant was rejected B) make the e-mail personal by adding the recipient's name C) emphasize explaining why others were chosen D) use the passive voice to convey the news E) state that the application will be reviewed at a later date
D
69) You should respond to negative messages on social media ________. A) immediately and spontaneously B) by addressing each and every rumor and negative information C) after the information has ceased to be news D) after careful evaluation E) by minimizing your online presence
D
8) 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. E) This fire was the
D
9) 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 E) the audience is expecting the news
D
12) 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) All the applicants know that the decision hinges on their scores in an aptitude test and have already been informed of their scores and the cut-off for the year. E) Owing to the large number of enrollments it accepts and its above average rating, t
E
13) 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) We're sorry you will be receiving your shipment only after a week. E) Your shipment will arrive next week, even though we promised that you would receive it this week.
E
17) In most cases, when you use the direct approach to organize your negative message, you'll follow the opening with ________. A) a statement that signals the negative news ahead B) a clear statement of the bad news C) a sincere apology D) an optimistic look toward the future E) an explanation of why the news is negative
E
22) When using the indirect approach to organize your negative news message, you should open with ________. A) an apology B) an explanation for the news C) a clear statement of the news D) a statement unrelated to the point of the message E) a buffer
E
25) Dana, HR manager at a small company, must communicate to an employee that his request for a raise cannot be fulfilled, considering his productivity rates. Which of the following lines would best serve as a buffer for this message? A) We would love to grant your request but your productivity is really not up to the mark this year. B) We have decided that, considering your productivity rate, we cannot give you the raise that you had requested. C) You are doing a great job out there and we would like to commend you on your performance. D) This year has proven to be one of dramatic growth for our company. E) After receiving your request for a raise, we did a careful evaluation of your productivity levels over the course of the last year.
E
36) Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method? A) Put the bad news as the main clause of a compound or complex sentence. B) Avoid putting the bad news in parenthetical expressions. C) Maximize the space or time devoted to the bad news. D) Put the bad news in the beginning or end of a paragraph. E) Deemphasize the bad news.
E
37) Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method? A) Try to put the bad news as the main clause of a compound or complex sentence. B) Avoid putting the bad news in parenthetical expressions. C) Maximize the space or time devoted to the bad news. D) Put the bad news in the beginning or end of a paragraph. E) Try to use a conditional statement to imply that a favorable answer may be possible in the future.
E
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) you need to maintain a close working relationship with the reader E) the bad news will not come as a shock to the reader
E
54) When refusing claims, you should ________. A) use the direct approach in most such instances B) maintain a personal and intimate tone to build rapport C) apologize sincerely for the negative answer D) not offer alternative solutions as that is unethical E) emphasize your continued desire for a positive relationship with the customer
E
56) Patrick, a former employee, has requested you to provide a letter of recommendation vouching for his skills and abilities to Quebec Systems, a prospective employer. However, you must turn down his request because your company only allows you to confirm employment dates and designation. Which of the following would be the most effective as the opening for a message refusing his request? A) As you probably know, company policy only allows me to confirm your employment dates and designation, as this will reduce the company's legal responsibility. B) In today's litigation-prone environment, it is very important for companies to place restrictions on what can and cannot be revealed in all business communications. C) We cannot comply with your request because the legal department has advised us to reveal no more than your dates of employment and designation to Quebec Systems. D) The legal department has authorized me t
E
