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Communicating for Results, 2e: Chapter 7

Instructions: For each question, click on the radio button beside your answer. When you have completed the entire quiz, click the "Submit my answers" button at the bottom of the page to receive your results.

Question 1:


a) demonstrate the logic of the bad news
b) state the bad news clearly by placing it at the beginning and end of the message
c) promote follow-up discussion about the bad news
d) erode goodwill

Question 2:


a) plead for the reader's understanding
b) apologize profusely for the bad news
c) assume the reader will accept the news
d) be tactful

Question 3:


a) positive
b) negative
c) neutral
d) Any of the above, depending on the situation.

Question 4:


a) direct
b) indirect
c) Neither of the above.
d) Either of the above, depending on the situation.

Question 5:


a) forecasts the bad news
b) leads the reader to think good news will follow
c) establishes rapport with the reader
d) increases reader surprise about the bad news

Question 6:


a) you don't know the reader well
b) important information would otherwise be overlooked
c) the reader isn't expecting the message
d) the reader will likely respond negatively

Question 7:


a) a statement of the bad news in the opening of the message
b) an explanation for the bad news
c) an alternative
d) a reminder of the bad news in the closing of the message

Question 8:


a) placing it in a dependent clause
b) implying the refusal
c) using active voice
d) using short sentences

Question 9:


a) avoids repeating the bad news
b) invites further correspondence
c) apologizes for the bad news
d) All of the above.

Question 10:


a) use positive or neutral words
b) use technical language to evade issues
c) state company policy to justify your decision
d) All of the above.