Quiz 5

The following sentence is an example of an effective explanation: Company policy prevents us from exchanging your defective wireless router more than 30 days after you purchased it. True False

The emphasis on a technical memo is conclusions, rather than details of the methodology you used to reach those conclusions. True False

In denial messages you must establish the proper tone and use you statements such as You would have known that cash refunds are not available if you had read the receipt. True False

Summary sentences are used throughout a memo to make it more coherent. True False

Which of the following is NOT considered to be a guideline to keep in mind as you compose an email message? Put important ideas last. Begin with a salutation. Use conventional grammar and mechanics. Use an email signature.

Which of the following is NOT considered to be a guideline when you are writing for a blog? Provide a summary statement at the end of your message. Review what has already been written on the topic. Keep it short. Write clear, descriptive headlines.

Which of the following is NOT a helpful tip for apologizing in a negative-news message? Be sincere and explain what you will do to prevent recurrence. Accept responsibility. Focus on your regret. Use good judgment, and do not admit blame without consulting your supervisor.

The closing of a bad-news message may include all of the following except anticipate future relations or business. reference resale or promotional information. include coupons, samples, or gifts. a restatement of the bad news.

Taylor must send a bad-news message to a client and indicate to her that he will be unable to meet a delivery deadline. What should Taylor do first? Select a soothing color of stationery for the message. Gather information about his reasons for not meeting the deadline. Write the opening of his message. Analyze the bad news to see how it will affect his reader.

Corbin must inform employees that overtime pay will be reduced from the current 2.0 factor to a 1.5 factor. Because he anticipates a hostile reaction, which of the following sequences should Corbin use for the parts of his message? Bad news, explanation, reasons, and closing Bad news, reasons, buffer, and closing Buffer, reasons, bad news, and closing Buffer, explanation, reasons, and closing

All of the following are helpful tips to deliver a bad-news message personally in the workplace except consider taking a partner if you fear a "shoot the messenger" reaction. focus on the future and avoid discussing the past or present. think about timing, and do not deliver bad news on a Friday afternoon. prepare and rehearse; outline what you plan to say.

All of the following are effective techniques for softening bad news except suggesting a compromise or an alternative. positioning the bad news at the beginning or end of a paragraph. placing the bad news in a subordinate clause. using passive-voice verbs.