Chapter 9—Negative Messages
MULTIPLE CHOICE
1. What is the most accurate statement about negative workplace messages?
a. Most businesses never experience situations that require delivering negative news.
b. Some busi
...
Chapter 9—Negative Messages
MULTIPLE CHOICE
1. What is the most accurate statement about negative workplace messages?
a. Most businesses never experience situations that 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, they do not have to be written as carefully as other
messages.
d. All of these choices are accurate.
Feedback
A Bad things that require the delivery of negative news happen in all businesses.
B As a company employee, you may have to respond to complaints voiced to the world on
Twitter, Facebook, or complaint Web sites.
C Because bad news disappoints, irritates, and sometimes angers the receiver, such
messages must be written carefully.
D As a company employee, you may have to respond to complaints voiced to the world on
Twitter, Facebook, or complaint Web sites.
PTS: 1 DIF: 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. The bad feelings associated with disappointing news can generally be reduced if the receiver
a. believes that the matter was treated seriously and fairly.
b. feels that the news was revealed sensitively.
c. knows the reasons for the rejection.
d. All of these choices.
Feedback
A The bad feelings associated with disappointing news can generally be reduced if the
receiver knows the reason for the rejection, feels that the news was revealed sensitively,
and believes the matter was treated seriously and fairly.
B The bad feelings associated with disappointing news can generally be reduced if the
receiver knows the reason for the rejection, feels that the news was revealed sensitively,
and believes the matter was treated seriously and fairly.
C The bad feelings associated with disappointing news can generally be reduced if the
receiver knows the reason for the rejection, feels that the news was revealed sensitively,
and believes the matter was treated seriously and fairly.
D The bad feelings associated with disappointing news can generally be reduced if the
receiver knows the reason for the rejection, feels that the news was revealed sensitively,
and believes the matter was treated seriously and fairly.
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