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Exam
Name___________________________________
1. When composing a negative message, you should try to

A) leave the reader with hope that you will change your decision.
B) choose a buffer that will distract your reader from the main point of your message.
C) gain the audience's acceptance of the bad news.
D) avoid stating the bad news.
Answer: C
Explanation: A) Gaining acceptance of the bad news is one of several goals to seek in writing a negative
message. You also need to focus on: conveying the news, maintaining goodwill and a good
image for your company, and in some cases, limiting further correspondence on the matter.
B) Gaining acceptance of the bad news is one of several goals to seek in writing a negative
C) Gaining acceptance of the bad news is one of several goals to seek in writing a negative
D) Gaining acceptance of the bad news is one of several goals to seek in writing a negative
Comment:
Diff: 2 Type: MC Page Ref: 285
Skill: Concept
Objective: 1
AACSB: Communication Abilities
2. Use the direct approach with a negative message if

A) the message will have a great deal of personal impact on members of the audience.
B) an order is unfillable or portions of it must be back-ordered.
C) the situation is one in which people readily acknowledge the likelihood of receiving bad news.
D) you are refusing to make an adjustment on a claim.
Answer: C
Explanation: A) When the audience is well aware that bad news is possible, the direct approach is often
preferable. When the bad news will come as shock, it is better to work your way to the bad
news more slowly.
B) When the audience is well aware that bad news is possible, the direct approach is often
news more slowly.
C) When the audience is well aware that bad news is possible, the direct approach is often
news more slowly.
D) When the audience is well aware that bad news is possible, the direct approach is often
news more slowly.
Comment:
Skill: Concept
Objective: 2
3. Which of the following is a negative phrasing?
A) We recognize that you have cash flow problems.
B) Thank you for informing us about your attempt to make a payment.
C) You are late on your payment.
D) Please confirm that your payment will be late.
Answer: C
Explanation: A) Negative phrasings focus on placing blame and fail to see the situation from the point of
view of both parties. "You are late on your payment" does not attempt to view the situation
from the point of view of the recipient. Instead it focuses on the recipient's failure, which is
likely to provoke resentment and ill will from the recipient.
B) Negative phrasings focus on placing blame and fail to see the situation from the point of
C) Negative phrasings focus on placing blame and fail to see the situation from the point of
D) Negative phrasings focus on placing blame and fail to see the situation from the point of
Comment:
Skill: Critical Thinking
Objective: 1
4. When you deliver negative messages, you

A) should always begin with a buffer.
B) should not include reasons for the decision or information.
C) can expect your audience to be offended.
D) should use language that conveys respect.
Answer: D
Explanation: A) By using respectful language, you preserve the recipient's sense of pride and avoid any
feelings of resentment or humiliation.
B) By using respectful language, you preserve the recipient's sense of pride and avoid any
C) By using respectful language, you preserve the recipient's sense of pride and avoid any
D) By using respectful language, you preserve the recipient's sense of pride and avoid any
Comment:
Skill: Concept
Objective: 2
5. If you choose to apologize in a negative message, you should

A) always demonstrate sincerity, but never accept blame.
B) imply that not all of the blame lies with you or your company.
C) be sincere and make it a true apology.
D) phrase the apology in a conditional manner ("If I have offended anyone ...").
Answer: C
Explanation: A) Apologies in business can be fraught with difficulties. Before apologizing, make sure that
you are not jeopardizing your company or yourself in some way. Any apology you do end
up making should be sincere and honest, even if it is limited in scope.
B) Apologies in business can be fraught with difficulties. Before apologizing, make sure that
C) Apologies in business can be fraught with difficulties. Before apologizing, make sure that
D) Apologies in business can be fraught with difficulties. Before apologizing, make sure that
Comment:
Skill: Concept
Objective: 1
6. Instead of beginning your negative message with a blunt announcement of the news, you can use
A) the direct approach.
B) a combination of the direct and indirect approaches.
C) a buffer.
D) the deductive approach.
Answer: C
Explanation: A) Using the indirect approach to delivering bad news, a buffer typically opens your message.
A buffer is a neutral, uncontroversial statement that establishes common ground with
recipient. Once you have included your buffer, it is easier to move on to negative matters.
B) Using the indirect approach to delivering bad news, a buffer typically opens your message.
C) Using the indirect approach to delivering bad news, a buffer typically opens your message.
D) Using the indirect approach to delivering bad news, a buffer typically opens your message.
Comment:
Skill: Concept
Objective: 3
7. The buffer of a negative message

A) is a form of apology.
B) should be neutral and noncontroversial.
C) should be very vague about the subject of the message.
D) implicitly says no.
Answer: B
Explanation: A) A buffer should be neutral and noncontroversial, but also sincere, genuine, and relevant. A
poorly written buffer serves no purpose. The recipient views a poorly written buffer as a
ploy and feels extra resentment for being "handled." A well-chosen buffer makes the bad
news more acceptable.
B) A buffer should be neutral and noncontroversial, but also sincere, genuine, and relevant. A
C) A buffer should be neutral and noncontroversial, but also sincere, genuine, and relevant. A
D) A buffer should be neutral and noncontroversial, but also sincere, genuine, and relevant. A
Comment:
Skill: Concept
Objective: 3
8. A poorly written buffer

A) shows appreciation or empathy to the audience.
B) may mislead the reader into thinking good news follows.
C) is specifically related to the topic of the message.
D) opens your message in a neutral manner.
Answer: B
Explanation: A) One of the purposes of a buffer is to delay the delivery of the bad news and soften the blow
for the reader. Too much delay and too much softening of the blow may cause the reader to
gain the erroneous impression that good news is about to follow.
B) One of the purposes of a buffer is to delay the delivery of the bad news and soften the blow
C) One of the purposes of a buffer is to delay the delivery of the bad news and soften the blow
D) One of the purposes of a buffer is to delay the delivery of the bad news and soften the blow
Comment:
Diff: 2 Type: MC Page Ref: 289-290
Skill: Concept
Objective: 3
9. One important goal of a buffer is to

A) delay stating the bad news.
B) make your reader wonder what the message is about.
C) establish common ground with your reader.
D) divert the reader's attention to a more pleasant subject.
Answer: C
Explanation: A) In establishing common ground, the buffer serves to signal to the reader, "We're in this
together." A sense of camaraderie gives the reader the comfort of feeling he or she is shares
this bad news rather than bearing the entire burden him- or herself.
B) In establishing common ground, the buffer serves to signal to the reader, "We're in this
C) In establishing common ground, the buffer serves to signal to the reader, "We're in this
D) In establishing common ground, the buffer serves to signal to the reader, "We're in this
Comment:
Skill: Concept
Objective: 3
10. If you up to now you have failed to respond to a request, a buffer

A) automatically misleads the reader.
B) comes right out and says no to the request.
C) ignores the request altogether.
D) explains why you have so far not responded to the request.
Answer: D
Explanation: A) Rather than just give an outright rejection of a request, a buffer allows you to explain first
why you haven't responded to the request so far. After you have explained the delay in your
opening buffer section, you can then move more comfortably and naturally into rejecting the
request.
B) Rather than just give an outright rejection of a request, a buffer allows you to explain first
request.
C) Rather than just give an outright rejection of a request, a buffer allows you to explain first
request.
D) Rather than just give an outright rejection of a request, a buffer allows you to explain first
request.
Comment:
Skill: Concept
Objective: 3
11. An effective indirect opening for a negative message would be:

A) Your résumé clearly shows why you are interested in becoming a management trainee with our
company.
B) In reply to your application for the management position I am sorry to say that we cannot use you.
C) I'm sorry to say I have some bad news.
D) We have no openings at this time.
Answer: A
Explanation: A) The best choice starts with a positive that the applicant can build on for the future. Rather
than limit your response to all negative news, this approach allows the applicant to take
something positive away from the experience.
B) The best choice starts with a positive that the applicant can build on for the future. Rather
C) The best choice starts with a positive that the applicant can build on for the future. Rather
D) The best choice starts with a positive that the applicant can build on for the future. Rather
Comment:
Objective: 3
12. In a negative message organized using the indirect approach, the reasons that justify the negative decision
A) should be long and roundabout to cushion the negative aspects.
B) come directly after the buffer and follow naturally from it.
C) are so obvious that you don't need to mention them.
D) should be glossed over quickly.
Answer: B
Explanation: A) The idea of a buffer is that it provides a safe bridge to the second section, which makes the
case in support of the bad news. This second section lays out a logical sequence of facts and
evidence that will lead into the third section, which contains the actual delivery of the
negative news.
B) The idea of a buffer is that it provides a safe bridge to the second section, which makes the
negative news.
C) The idea of a buffer is that it provides a safe bridge to the second section, which makes the
negative news.
D) The idea of a buffer is that it provides a safe bridge to the second section, which makes the
negative news.
Comment:
Skill: Concept
Objective: 3
13. In the reasons section of a negative message, you should

A) apologize for the negative decision.
B) explain what your decision is before you explain why you have reached it.
C) present enough detail to make your conclusion compelling.
D) do all of the above.
Answer: C
Explanation: A) The point of the reasons section is to construct a convincing case that leads the reader to
understand that the negative conclusion you reach in the section that follows was fairly
inescapable. If handled well, the reader comes away from the reasons section thinking that
you made a good case for your position.
B) The point of the reasons section is to construct a convincing case that leads the reader to
C) The point of the reasons section is to construct a convincing case that leads the reader to
D) The point of the reasons section is to construct a convincing case that leads the reader to
Comment:
Skill: Concept
Objective: 3
14. One way to be tactful when giving your reasons for bad news is to
A) explain why the decision is good for you and your company.
B) apologize for having to be the bearer of bad news.
C) explain that the decision is based on company policy.
D) highlight, if possible, how your negative decision benefits the recipient.
Answer: D
Explanation: A) The phrase, "There is a silver lining in every dark cloud" applies to this situation. If benefits
of the negative decision actually exist, pointing them out can be extremely heartening to your
recipient. For example, in turning down a candidate for one position you may indicate that
the rejection makes her eligible to apply for a better position later on in the year.
B) The phrase, "There is a silver lining in every dark cloud" applies to this situation. If benefits
C) The phrase, "There is a silver lining in every dark cloud" applies to this situation. If benefits
D) The phrase, "There is a silver lining in every dark cloud" applies to this situation. If benefits
Comment:
Skill: Concept
Objective: 3
AACSB: Communication Abilities, Ethical Understanding and Reasoning Abilities
15. Using the indirect approach, the negative news comes

A) immediately before the reasons.
B) at the very end.
C) immediately after the reasons.
D) immediately after the buffer.
Answer: C
Explanation: A) In the indirect approach, a buffer is followed by a reasons section that builds a case for the
third section, the delivery of the negative news itself.
B) In the indirect approach, a buffer is followed by a reasons section that builds a case for the
C) In the indirect approach, a buffer is followed by a reasons section that builds a case for the
D) In the indirect approach, a buffer is followed by a reasons section that builds a case for the
Comment:
Skill: Concept
Objective: 3
16. A good way to deliver bad news kindly is to

A) deemphasize it by embedding it in the middle of a paragraph or use parenthetical expressions.
B) say, "I trust our decision is satisfactory."
C) avoid stating it and hope that the reader understands what you mean.
D) maximize the space devoted to it.
Answer: A
Explanation: A) Putting the negative news in the middle of a paragraph works if it seems to flow naturally
from the information in the rest of the paragraph. So the beginning of the negative news
paragraph should skillfully lead into the news itself, which is then followed up by remarks
that further explain the reason for the negative decision.
B) Putting the negative news in the middle of a paragraph works if it seems to flow naturally
C) Putting the negative news in the middle of a paragraph works if it seems to flow naturally
D) Putting the negative news in the middle of a paragraph works if it seems to flow naturally
Comment:
Skill: Concept
Objective: 3
17. When rejecting a job applicant, you can soften the blow by
A) telling the applicant how many others he or she was competing against.
B) mentioning the qualifications of the person who was hired.
C) expressing appreciation for his or her application.
D) apologizing for wasting the person's time.
Answer: C
Explanation: A) Finding something you can admire about the applicant or the application can do a lot to
soften the blow of the rejection. Just be sure not to seem phony or come off as insincere.
B) Finding something you can admire about the applicant or the application can do a lot to
C) Finding something you can admire about the applicant or the application can do a lot to
D) Finding something you can admire about the applicant or the application can do a lot to
Comment:
Skill: Application
Objective: 7
18. To reject someone as clearly and kindly as possible, do all of the following except
A) use phrases such as, "Much as I would like to help you."
B) de-emphasize the bad news.
C) tell the audience what you can or will do rather than what you cannot or will not do.
D) use a conditional statement.
Answer: A
Explanation: A) When seeing phrases like "Much as I would like to help you" the recipient feels that the
writer is not being sincere. Presumably, the recipient was rejected on merit, not on friendship
or likeability, so wanting or not wanting to help should be beside the point.
B) When seeing phrases like "Much as I would like to help you" the recipient feels that the
C) When seeing phrases like "Much as I would like to help you" the recipient feels that the
D) When seeing phrases like "Much as I would like to help you" the recipient feels that the
Comment:
Skill: Concept
Objective: 4
19. Which of the following statements does the best job of delivering bad news clearly and kindly?
A) Although you currently do not have the master's degree that we require for this position, we would be
happy to reconsider your application once you have completed your degree.
B) Because you do not have the experience we clearly listed in the job posting, we cannot offer you the
position.
C) I am sorry to have to tell you that you were not selected for the position.
D) Several other applicants were far more qualified for the position than you were, so we cannot offer you
the job.
Answer: A
Explanation: A) The choice that offers something positive for the recipient to consider that she might be
reconsidered if she obtains a master's degree does the best job of delivering negative news.
B) The choice that offers something positive for the recipient to consider that she might be
C) The choice that offers something positive for the recipient to consider that she might be
D) The choice that offers something positive for the recipient to consider that she might be
Comment:
Objective: 4
AACSB: Ethical Understanding and Reasoning Abilities
20. When delivering bad news, wording such as "We must turn down," "I am unable to," and "We cannot afford
to"
A) is unavoidable.
B) is likely to cause pain and anger in the reader.
C) softens the blow by drawing attention away from the reader and onto the sender.
D) will impress the reader as being straightforward and forceful.
Answer: B
Explanation: A) Blunt rejection is hard for any person to take. That is why these phrases would be likely to be
troublesome to the recipient of the rejection.
B) Blunt rejection is hard for any person to take. That is why these phrases would be likely to be
C) Blunt rejection is hard for any person to take. That is why these phrases would be likely to be
D) Blunt rejection is hard for any person to take. That is why these phrases would be likely to be
Comment:
Skill: Application
Objective: 4
21. In the close of a negative message, you should

A) express concern over possibly losing the reader's business.
B) avoid uncertainty.
C) ask for feedback on whether the decision is acceptable to the reader.
D) encourage the person to write or call to discuss the situation further.
Answer: B
Explanation: A) One of the worst things you can do in a rejection message is to open the door to uncertainty
on the part of the recipient. In your mind, the issue is resolved you have said "no" to this
person. But when you create uncertainty or ambiguity, the person now has a sense of hope
that he or she is likely to pursue in the future. So instead of ending the issue you have set
yourself for needing to deal with it in the future.
B) One of the worst things you can do in a rejection message is to open the door to uncertainty
that he or she is likely to instead of ending the issue you have set yourself for needing to deal with it in the future.
pursue in the future. So
C) One of the worst things you can do in a rejection message is to open the door to uncertainty
D) One of the worst things you can do in a rejection message is to open the door to uncertainty
Comment:
Skill: Concept
Objective: 4
22. Which of the following is the most effective close for a letter rejecting a job applicant?
A) Again, we are very sorry that we cannot offer you a position at this time.
B) We hope that despite this rejection you will continue to frequent our establishments.
C) I wish you the best in your job search. I am confident you will find a match for your skills and interests.
D) If you have any questions about our decision, don't hesitate to call.
Answer: C
Explanation: A) A good closing section is optimistic, avoids uncertainty or future correspondence, and is
genuine and sincere in its sentiments.
B) A good closing section is optimistic, avoids uncertainty or future correspondence, and is
C) A good closing section is optimistic, avoids uncertainty or future correspondence, and is
D) A good closing section is optimistic, avoids uncertainty or future correspondence, and is
Comment:
Objective: 7
23. The tendency to delay, downplay or distort bad news

A) can lead to unethical decisions, and even lawsuits.
B) is natural, and you should de-emphasize the news at all costs.
C) can lead to problems with internal communication, but generally not with external audiences.
D) can be eliminated by punishing employees who regularly deliver bad news.
Answer: A
Explanation: A) Your most important responsibility in delivering bad news is to make sure that you deliver
the news accurately. Any twisting of the facts or misleading of the recipient can result in
ethical and legal problems.
B) Your most important responsibility in delivering bad news is to make sure that you deliver
C) Your most important responsibility in delivering bad news is to make sure that you deliver
the news accurately. Any twisting of the facts or misleading of the recipient can result in ethical and legal problems.
D) Your most important responsibility in delivering bad news is to make sure that you deliver
Comment:
Skill: Concept
Objective: 4
AACSB: Communication Abilities, Ethical Understanding and Reasoning Abilities
24. When you are refusing a routine request, you

A) don't need to invest as much time and effort as you would for other kinds of negative messages.
B) should use the indirect approach when you're forced to decline a request that you might have said yes
to in the past.
C) should always use the direct approach.
D) should invoke company policy if that is a possible out.
Answer: B
Explanation: A) When a routine request has been rejected, the audience is bound to be surprised and
dismayed. This was one thing that your recipient counted on to be stable and reliable, and
now she finds that it is no longer an option. For these reasons, it is wise to tread lightly in
this kind of situation and use an indirect approach.
B) When a routine request has been rejected, the audience is bound to be surprised and
C) When a routine request has been rejected, the audience is bound to be surprised and
D) When a routine request has been rejected, the audience is bound to be surprised and
Comment:
Skill: Concept
Objective: 5
25. Negative messages about business transactions are designed to

A) confirm the customer's expectations.
B) show the audience that whatever has happened, your company is not at fault.
C) let the audience know which of your employees caused the problem.
D) explain how you plan to resolve the situation.
Answer: D
Explanation: A) In a transaction, the recipient is usually not very interested in the cause of the problem on
your end. Instead, the recipient wants to know about how and when you can fix the
situation.
B) In a transaction, the recipient is usually not very interested in the cause of the problem on
situation.
C) In a transaction, the recipient is usually not very interested in the cause of the problem on
situation.
D) In a transaction, the recipient is usually not very interested in the cause of the problem on
situation.
Comment:
Diff: 2 Type: MC Page Ref: 295, 297
Skill: Concept
Objective: 5
26. Whether or not you should apologize when delivering bad news about transactions depends mainly on
A) how long it has been since the problem occurred.
B) the medium you are using for the message.
C) how much the customer has purchased from your company in the past.
D) none of the above.
Answer: D
Explanation: A) Legal and ethical issues dominate the question of whether or not you should apologize for a
problem. In many cases, your apology creates liability problems for your company and can
function as a "confession" of guilt in a courtroom. For that reason, many companies
discourage any kind of apology from an employee, except a personal expression of sorrow
that things didn't turn out well.
B) Legal and ethical issues dominate the question of whether or not you should apologize for a
C) Legal and ethical issues dominate the question of whether or not you should apologize for a
D) Legal and ethical issues dominate the question of whether or not you should apologize for a
discourage any kind of apology from an employee, except a personal expression of regret
Comment:
Diff: 2 Type: MC Page Ref: 288, 297
Skill: Concept
Objective: 5
27. A woman returns a formal dress to your store. It is stained and has a rip at the hem line, but she says she is
returning it unworn because it doesn't fit. Which of the following would be the best way to inform her of
your refusal to give a refund?
A) Use humor to soften the blow of your refusal.
B) State that company policy prevents you from accepting the return but that if you had anything to say
about it you'd take it back, no questions asked.
C) Restate her complaint to let her know you understand it, explain as positively as possible that you are
unable to return of damaged merchandise, and recommend a tailor who can fix the tear and alter the dress for
accept the her.
D) Challenge the woman to try on the dress and prove that it doesn't fit.
Answer: C
Explanation: A) The key to the situation is to be as polite and helpful as possible. What you don't want to do
is give the woman any cause to feel she is being treated unfairly.
B) The key to the situation is to be as polite and helpful as possible. What you don't want to do
C) The key to the situation is to be as polite and helpful as possible. What you don't want to do
D) The key to the situation is to be as polite and helpful as possible. What you don't want to do
Comment:
Objective: 5
28. To avoid being accused of defamation, you should

A) make it clear to disgruntled customers that you refuse to be intimidated.
B) avoid any kind of behavior that could be considered abusive.
C) refuse to communicate with unhappy clients.
D) frequently refer to company policy.
Answer: B
Explanation: A) From time to time you will be involved in situations in which you just want to "tell the other
person off." Outrageous things may happen, and people will try your patience, but no matter
what you must never give in to temptation and call a person names or speak abusively. That
opens both you and your company up to being accused of defamation.
B) From time to time you will be involved in situations in which you just want to "tell the other
C) From time to time you will be involved in situations in which you just want to "tell the other
D) From time to time you will be involved in situations in which you just want to "tell the other
Comment:
Skill: Concept
Objective: 5
29. In refusing a customer's request for adjustment, you are concerned about possible defamation charges. You
should
A) consult your company's legal department or an attorney if you think a message might have legal
consequences.
B) explain why you are making the refusal.
C) make all refusals by phone instead of in writing.
Answer: A
Explanation: A) Defamation cases arise if you speak or write abusively or if you treat a customer unfairly in
some way. If you think you have said something or done something you shouldn't have
done, speak to the legal department of your company.
B) Defamation cases arise if you speak or write abusively or if you treat a customer unfairly in
C) Defamation cases arise if you speak or write abusively or if you treat a customer unfairly in
D) Defamation cases arise if you speak or write abusively or if you treat a customer unfairly in
Comment:
Skill: Concept
Objective: 5
30. When you need to inform employees that a benefit or privilege will be eliminated
A) use the direct approach.
B) minimize the impact of the bad news by presenting it in as positive a light as possible.
C) use as many hedging words as possible.
D) the best approach is to leak the news as a rumor rather than make a public announcement.
Answer: B
Explanation: A) Losing benefits and/or privileges is something that employees don't take lightly. If you are
responsible to announce a cut in benefits or privileges, try to frame the situation as positively
as possible. Explain the position of the company as best you can, aiming to make the
employees see both sides of the situation the employee side and the company side.
B) Losing benefits and/or privileges is something that employees don't take lightly. If you are
C) Losing benefits and/or privileges is something that employees don't take lightly. If you are
D) Losing benefits and/or privileges is something that employees don't take lightly. If you are
Comment:
Skill: Application
Objective: 6
31. A crisis management plan

A) is not helpful for small to mid-sized organizations.
B) defines operational procedures to deal with a crisis.
C) should avoid limitations on who is authorized to speak to the media.
D) does all of the above.
Answer: B
Explanation: A) One of the most difficult things about handling a crisis is that crises are never routine the
situation in a crisis is always unique and confusing, and it is very hard to determine the right
thing to do. That is where a crisis management plan helps, by creating a protocol for how to
deal with the crisis in a calm and orderly way.
B) One of the most difficult things about handling a crisis is that crises are never routine the
C) One of the most difficult things about handling a crisis is that crises are never routine the
D) One of the most difficult things about handling a crisis is that crises are never routine the
Comment:
Skill: Application
Objective: 6
32. Compared to traditional letters of recommendation, social networking recommendations

A) pose less of a risk to your professional reputation.
B) become a part of your brand.
C) require the same amount of detail.
D) are none of the above.
Answer: B
Explanation: A) On social networks such as LinkedIn, your recommendations become not only a part of the
profile of the person you recommend, they also become part of your own profile. That means
that your recommendations contribute to the "brand" that you present to the world through
your social network identity.
B) On social networks such as LinkedIn, your recommendations become not only a part of the
C) On social networks such as LinkedIn, your recommendations become not only a part of the
D) On social networks such as LinkedIn, your recommendations become not only a part of the
Comment:
Skill: Application
Objective: 7
AACSB: Communication Abilities, Use of IT
33. A letter rejecting a job applicant should

A) point out the applicant's shortcomings.
B) be as long as possible.
C) be as personal as possible.
D) avoid explaining why he or she was not selected.
Answer: D
Explanation: A) Explaining the rejection opens the door to legal problems. If the rejection reason you offer
can't be proved legally, the rejected person can claim some sort of discrimination was
actually the true cause of the rejection. Because of these kinds of complications, many
companies advocate the "no explanations" approach.
B) Explaining the rejection opens the door to legal problems. If the rejection reason you offer
C) Explaining the rejection opens the door to legal problems. If the rejection reason you offer
D) Explaining the rejection opens the door to legal problems. If the rejection reason you offer
Comment:
Skill: Application
Objective: 7
34. If you must give an employee a negative performance review,

A) do so by email or fax.
B) limit your discussion to the areas where the employee needs improvement.
C) support your claims with careful documentation.
Answer: C
Explanation: A) As with other rejections, saying negative things about a person opens the door to legal
problems. If your evaluation is negative, you should be able to document your claims using
performance records, reports of problems and difficulties caused by the person, and official
complaints.
B) As with other rejections, saying negative things about a person opens the door to legal
complaints.
C) As with other rejections, saying negative things about a person opens the door to legal
complaints.
D) As with other rejections, saying negative things about a person opens the door to legal
complaints.
Comment:
Skill: Application
Objective: 7
35. When writing an employment termination letter, you should

A) clearly present the reasons for the action.
B) not get too caught up in trying to preserve a good relationship with the employee.
C) make clear to the employee that you have carefully researched relevant employment laws.
D) include words that are open to interpretation, such as difficult and untidy.
Answer: A
Explanation: A) To terminate a person you should strive to build an airtight case that demonstrates that the
person could not perform up to company standards. Be as fair as possible. Avoid any
personal criticism and limit your remarks to statements about facts and data rather than
subjective opinions.
B) To terminate a person you should strive to build an airtight case that demonstrates that the
C) To terminate a person you should strive to build an airtight case that demonstrates that the
D) To terminate a person you should strive to build an airtight case that demonstrates that the
Comment:
Skill: Application
Objective: 7
36. When delivering bad news, your only goal is to make the recipient feel good about him- or herself.
Answer: True False
Explanation: One of your goals in delivering negative news should be to minimize distress for the person
receiving the news. But you should also be concerned about conveying the bad news accurately,
gaining acceptance of that news, and maintaining your company's reputation and image.
Comment:
Diff: 1 Type: TF Page Ref: 285
Skill: Concept
Objective: 1
37. To avoid awkward situations, it is best to deliver bad news for employees in writing whenever possible.
Answer: True False
Explanation: For employees, the best way to deliver negative news is in person rather than in writing. Taking
the time to meet personally gives the employee a sense that he or she is being treated like a
valuable human being not simply being "moved through the system."
Comment:
Skill: Concept
Objective: 1
38. You can help establish the right tone in a negative message by using positive words rather than negative,
counterproductive ones.
Answer: True False
Explanation: Taking a negative or accusatory tone accomplishes nothing and makes your recipient feel worse
than is necessary. You want your tone to be as positive as possible without being unrealistic or
condescending.
Comment:
Skill: Concept
Objective: 1
39. The direct approach is never used for negative messages.

Answer: True False
Explanation: When the bad news is fairly minor in impact, or fully expected, a direct approach is often best.
Also, some individuals prefer a direct approach for all communication, so the direct approach
should be used with them.
Comment:
Skill: Concept
Objective: 2
40. You should use the direct approach for negative messages when the message has a relatively minor impact
on the audience.
Answer: True False
Explanation: When the situation is fairly simple and the bad news won't come as a shock, a direct approach is
preferred for delivering negative news.
Comment:
Diff: 2 Type: TF Page Ref: 287-288
Skill: Concept
Objective: 2
41. An advantage of the direct approach for communicating bad news is that it keeps the message short.
Answer: True False
Explanation: In a routine situation there is no need to have the delivery of negative news be a long, drawn-out
affair. The direct approach delivers the unpleasant facts of the situation right up front and keeps
discussion and questions to a minimum.
Comment:
Skill: Concept
Objective: 2
42. No matter what the situation is, you should always provide an extensive explanation of the bad news in
negative messages.
Answer: True False
Explanation: In routine situations, or in situations in which you need to maintain a cordial relationship with the
recipient, extensive explanation of the bad news is not advised. The only time thorough
explanation is called for is typically when the situation is traumatic and unexpected for the
recipient.
Comment:
Skill: Concept
Objective: 2
43. Using a buffer to begin a negative message is generally manipulative and unethical.
Answer: True False
Explanation: A buffer is unethical only if it is so ineptly delivered that the recipient can recognize it as a period
of time-wasting before the delivery of unpleasant news. When skillfully done, a buffer forges
common ground between the deliverer of the negative news and the recipient, and ends up
making the whole experience for the recipient seem less arbitrary, more fair, and less traumatic.
Comment:
Skill: Concept
Objective: 3
44. The buffer for a negative message should be positive.

Answer: True False
Explanation: Ideally, the buffer should be neither positive or negative. Buffers should avoid controversy the
last thing you want to do is get in an argument just before you deliver negative news.
Comment:
Skill: Concept
Objective: 3
45. When writing negative messages, you should begin with a buffer to make the reader think that good news
will follow.
Answer: True False
Explanation: The purpose of a buffer is not to lead the recipient to think that good news is about to follow.
Instead, it is to provide context for the situation so the recipient gets an idea of "where you are
coming from." When done well, this context makes it much easier for the recipient to understand
why the decision was unfavorable.
Comment:
Skill: Concept
Objective: 3
46. For particularly difficult situations, it is best to place the buffer at the end of the negative message.
Answer: True False
Explanation: The whole purpose of the buffer is to be information that comes first and establishes common
ground with the recipient. Putting the buffer at the end of the message serves no purpose.
Comment:
Skill: Application
Objective: 3
47. In a negative message using the indirect approach, an effective explanation section leads readers to your
conclusion before you come right out and say it.
Answer: True False
Explanation: In a well written explanation section, the reader can often draw his or her own conclusion about
the situation before even getting to the final section in which the negative news is stated directly.
That said, a clear statement of the negative news is always required, no matter how successful the
explanation section was.
Comment:
Skill: Concept
Objective: 3
48. It's best to suggest that the bad news will actually benefit your audience even if you don't really think it will.
Answer: True False
Explanation: It is an excellent idea to point out the advantages of the situation to the recipient of bad news but
only if the advantages are genuine. Pointing out false advantages that won't really benefit the
recipient is a hollow gesture that is likely be resented by the recipient.
Comment:
Skill: Concept
Objective: 3
49. It is a good idea to use "company policy" as a cushion when presenting reasons for bad news.
Answer: True False
Explanation: Hiding behind company policy causes the recipient to feel that he or she is up against an entire
system rather than genuine, caring human beings. Ultimately, this practice tends to depersonalize
the situation, adding to the resentment that the recipient feels.
Comment:
Skill: Concept
Objective: 3
50. When the bad news appears to be a logical outcome of the reasons that precede it, the reader is more
prepared to accept it.
Answer: True False
Explanation: This is the goal of the indirect approach to make the reader view the bad news in its context as the
logical and inevitable outcome of a sequence of events in which no one acted unfairly or foolishly.
Comment:
Skill: Concept
Objective: 3
51. You can deemphasize bad news by minimizing the space or time devoted to it.
Answer: True False
Explanation: Limiting the amount of time or space devoted to negative news can deemphasize the news, but
beware that you don't trivialize the news or fail to divulge all of the details in the interest of being
brief.
Comment:
Skill: Concept
Objective: 3
52. In a negative message, you should never give the reader any indication that the situation could change to a
more favorable outcome in the future.
Answer: True False
Explanation: There is nothing wrong with mentioning how the situation could change in the recipient's favor in
the future, provided that the possibility is genuine. For example, you might say, "We can't hire
you now, but if plans go through to expand next year, we invite you to re-apply."
Comment:
Skill: Concept
Objective: 3
53. Extremely blunt statements such as I must refuse and We cannot allow usually help audiences accept the bad
news you are delivering.
Answer: True False
Explanation: Excessive bluntness rarely helps a situation. Instead, it tends to give the recipient a target on
which to focus anger and resentment.
Comment:
Skill: Application
Objective: 3
54. In closing negative messages, it is always best to encourage additional communication.

Answer: True False
Explanation: One of the goals for delivering negative news is provide closure for the situation. If the recipient,
for example, sees an opening for further correspondence he or she will take up your time and
energy in the future with requests that ultimately end with the same "no" answer.
Comment:
Skill: Concept
Objective: 3
55. In the close to a negative message, you should repeat the bad news.
Answer: True False
Explanation: In the close there is no need to repeat the bad news in deteail. However, the close should make
sure that your answer is definite and final and there will be no further discussion of the issue in
the future.
Comment:
Skill: Concept
Objective: 3
56. The close of a negative message should end with a statement such as We hope you will continue to do business
with us.
Answer: True False
Explanation: In an attempt to sugarcoat, uttering insincere and ridiculous sentiments such as this one tend to
anger recipients, not make them feel better about the situation.
Comment:
Skill: Application
Objective: 3
57. In rejecting a proposal you solicited, you should use the indirect approach and provide an explanation.
Answer: True False
Explanation: If you solicited a proposal it means you have established a working relationship with the
proposer. To maintain that relationship, and to show respect to the proposer, you should provide
extensive explanation of why you rejected the proposal. An extensive explanation requires an
indirect approach to the delivery of the rejection.
Comment:
Skill: Concept
Objective: 3
AACSB: Multicultural and Diversity Understanding
58. The direct approach is always best when denying a request for information.
Answer: True False
Explanation: For routine requests for information that you are unable to deliver, a direct approach is usually
sufficient and appropriate. If the request is nonroutine in some way a personal relationship,
unusual circumstances, a special favor for someone you may consider using an indirect approach.
Comment:
Skill: Concept
Objective: 3
59. If you are turning down an invitation, it is usually necessary to use the indirect approach.
Answer: True False
Explanation: If you have a personal relationship with the person who invited you, you should take the time to
explain why you can't invitation comes from someone you don't know, a direct approach is appropriate.
participate. If the
Comment:
Skill: Concept
Objective: 5
60. When you deliver bad news about business transactions (such as a delayed order shipment), you should
always apologize to the audience.
Answer: True False
Explanation: You should offer an apology only if your company has made a mistake or has been negligent in
some way. Otherwise, you should simply explain the situation and focus on how it can be fixed as
soon as possible.
Comment:
Skill: Application
Objective: 5
61. If a customer makes an unreasonable claim against your company, there is no need for you to explain why
you are rejecting it.
Answer: True False
Explanation: You owe all customers an explanation for why you are rejecting their claim. If the claim is
unreasonable you can simply state your reasons for the rejection and move on. You aren't required
to spend time on frivolous claims or claims that have no serious merit.
Comment:
Skill: Concept
Objective: 5
62. One way to avoid being accused of defamation is to stick to the facts when communicating with customers.
Answer: True False
Explanation: Discipline is the key in avoiding defamation. No matter how out of line your customer is, don't get
lured into being overly personal or emotional. In addition to that, be scrupulous about facts and
deal honestly and fairly with your customers.
Comment:
Skill: Concept
Objective: 5
63. To avoid legal problems, businesses should delay communicating with the media in the aftermath of a crisis.
Answer: True False
Explanation: In a crisis, responding to criticism or problems immediately is often the key to avoiding disaster.
Keep calm and don't say anything untrue or that you can't back up with facts. At the beginning of
a crisis, events are almost always unclear so what you want to do is buy time until you understand
the situation better.
Comment:
Skill: Concept
Objective: 6
64. A crisis management plan includes information on which individuals are authorized to speak for the
company in the midst of a crisis.
Answer: True False
Explanation: Since it is impossible to predict the details of a crisis, the best a crisis management plan can do is
assign roles, tasks, and responsibilities for various people during a crisis. Having one
spokesperson and a clear chain of command is a key to getting through the crisis successfully.
Comment:
Skill: Concept
Objective: 6
65. Refusing a request to write a recommendation letter generally calls for using the indirect approach and a
great deal of diplomacy.
Answer: True False
Explanation: Any refusal to write a recommendation for a job applicant, for example, may be taken as a
personal affront and requires delicacy and a diplomatic approach.
Comment:
Skill: Concept
Objective: 7
66. When responding to social networking recommendation requests, a single sentence that focuses on one
positive aspect is often all that is necessary.
Answer: True False
Explanation: It is understood that social networking recommendations are much more flexible than
conventional recommendations. When solicited, a recommender may contribute as much or as
little as he or she sees fit.
Comment:
Skill: Concept
Objective: 7
AACSB: Ethical Understanding and Reasoning Abilities, Use of IT
67. When rejecting a job applicant, it is best to explain specifically why that individual was not selected.
Answer: True False
Explanation: For many jobs, explanation for rejection is considered a liability risk, as rejected applicants file
suits claiming that they were rejected for inappropriate reasons. For this reason, many companies
simply advise against any kind of explanation for rejection of a job applicant.
Comment:
Skill: Concept
Objective: 7
68. Firing an employee whose performance reviews were all positive can result in a lawsuit.
Answer: True False
Explanation: When firing an employee, the employer should have documented proof of the employee's failure
to meet performance standards and other inadequacies or infractions. Without documented
evidence, the company opens itself up to claims of wrongful firing.
Comment:
Skill: Concept
Objective: 7
69. If you must give an employee a negative performance review, it is best to avoid any positive comments since
they might distract attention from all of the problems.
Answer: True False
Explanation: Negative information is much more likely to be accepted and appreciated if it is delivered in a
balanced context that seems fair and equitable to the employee.
Comment:
Skill: Concept
Objective: 7
70. Since termination letters are highly controversial, you should never deliver them in person.
Answer: True False
Explanation: To show respect and consideration, a termination letter should be delivered in person.
Comment:
Skill: Application
Objective: 7
71. A primary goal of negative messages is to gain ________ of the bad news.
Answer: acceptance
Explanation: Gaining acceptance of the bad news is one of five goals to seek in delivering a negative message.
The message should also focus on: communication of the news itself, maintaining goodwill,
maintaining your company's reputation, and in some cases, limiting further correspondence on
the matter.
Comment:
Diff: 1 Type: SA Page Ref: 285
Skill: Concept
Objective: 1
72. Employees are more likely to accept negative news if it is delivered in ________, rather than in writing.
Answer: person
Explanation: An in-person delivery of a negative message gives recipients the respect they feel they deserve.
Comment:
Skill: Concept
Objective: 1
73. When composing negative messages, it is important to use language that conveys respect and avoids a(n)
________ ________.
Answer: accusing tone
Explanation: Tone is critical in a negative message. Any hint of blame or accusation can cause the recipient to
focus on anger and resentment rather than the message itself.
Comment:
Skill: Concept
Objective: 4
74. A negative message organized using the ________ approach starts with a clear statement of the bad news.
Answer: direct
Explanation: The key to the direct approach is to provide the negative news up front at the beginning. The
direct approach works best when the situation is routine or the negative news is expected.
Comment:
Skill: Concept
Objective: 2
75. When using the indirect approach for a negative message, begin with a(n) ________ that softens the blow of
the bad news.
Answer: buffer
Explanation: The indirect approach opens with a buffer that aims to provide context and forge common ground
with the recipient.
Comment:
Skill: Concept
Objective: 3
76. In the ________ approach for negative messages, the bad news comes after the reasons supporting the
decision.
Answer: indirect
Explanation: The indirect approach builds a case for the negative news in its first two sections, finally
delivering the news itself in the third section.
Comment:
Skill: Concept
Objective: 3
77. The ________ section of a negative message using the indirect approach should lead readers to your
conclusion before you come right out and say it.
Answer: explanation
Explanation: Using the indirect approach, (1) the opening buffer section leads into (2) a reasons or explanation
section that lays out a case to justify (3) the negative news that will be stated in the third section.
Comment:
Skill: Concept
Objective: 3
78. Avoid hiding behind ________ ________ to justify the bad news you are delivering in a negative message.
Answer: company policy
Explanation: Hiding behind company policy tends to depersonalize the situation and make it feel less genuine,
ultimately adding to the frustration that the recipient feels.
Comment:
Skill: Concept
Objective: 3
79. One way to deemphasize bad news is to embed it in the middle of a(n) ________.
Answer: paragraph
Explanation: Embedding negative news within a middle paragraph is a good way to deemphasize the news.
The recipient sees the embedded text as less prominent and therefore less important. This
approach tends to work best when the news itself is not likely to produce an emotional response
in the recipient.
Comment:
Skill: Concept
Objective: 3
80. Customers who make a claim or request an adjustment tend to be ________ involved; therefore, the indirect
method is usually best for refusals.
Answer: emotionally
Explanation: When you take the time and trouble to make a claim against a company, it usually means that you
are upset and emotionally involved in the issue. People who deal with claims should be aware of
this and try to defuse emotional situations that threaten to spin out of control.
Comment:
Skill: Concept
Objective: 4
81. Delivering bad news effectively requires special attention to ethics and ________.
Answer: etiquette
Explanation: Situations that involve bad news are almost always emotionally charged. That is why having a
strong sense of etiquette is necessary in dealing with these situations because it gives participants
guidance in how to treat one another with a maximum of respect.
Comment:
Skill: Concept
Objective: 4
82. Even when you are positive the person making a claim or request for adjustment is not telling the truth, it is
vital to avoid saying or writing anything the recipient might interpret as ________. If you do not, you
increase the likelihood that you and/or your company will be sued.
Answer: defamation
Explanation: Any kind of derogatory, abusive, or disrespectful language can be interpreted as defamation.
Therefore, make sure that the language you use is truthful and respectful in all instances.
Comment:
Skill: Concept
Objective: 4
83. The main purpose of a(n) ________ review is to improve employee performance.
Answer: performance
Explanation: The review should be seen as constructive criticism. The employee's strengths and weaknesses are
examined and evaluated. The employee is encouraged to build on strengths and use the criticism
to improve weaknesses.
Comment:
Skill: Concept
Objective: 7
84. When evaluating employees, it is important to ________ performance problems carefully to support any
decisions that need to be made about pay, promotions, or termination.
Answer: document
Explanation: The performance of employees who are not performing up to company standards must be
documented for two reasons. First, the documentation provides a good record of improvement for
employees who show progress. Second, if the employee fails to improve, the documentation
provides legal cause for demoting or firing the employee in the future.
Comment:
Skill: Concept
Objective: 7
85. When writing a(n) ________ message, present specific reasons for asking the employee to leave.
Answer: termination
Explanation: Firing an employee without documented cause can be challenged in a courtroom. To avoid legal
problems, termination must be fully justified and documented.
Comment:
Skill: Concept
Objective: 7
86. What are your five main goals when delivering bad news?
Answer: In any negative message, your main goals are to (1) convey the bad news, (2) gain acceptance for it, (3)
maintain as much goodwill as possible, (4) maintain a good image for your organization, and (5) (if
appropriate) reduce or eliminate the need for future correspondence on the matter.
Comment:
Diff: 3 Type: ES Page Ref: 285
Skill: Concept
Objective: 1
87. Rewrite the following sentence using more respectful wording: "You shouldn't have put the blender into the
dishwasher."
Answer: This type of blender should not be cleaned in the dishwasher.
Comment:
Skill: Application
Objective: 4
88. Rewrite the following negative message using positive words rather than negative ones: "Since you failed to
send payment, we cannot ship your order."
Answer: By sending payment promptly, you can receive your order within 5 business days.
Comment:
Skill: Application
Objective: 1
89. What are the two benefits of stating the bad news at the beginning of a negative message?
Answer: Stating the bad news at the beginning makes a shorter message possible and requires less time for the
audience to reach the main idea of the message.
Comment:
Skill: Concept
Objective: 2
90. Briefly describe the elements of a negative message that uses the direct approach.
Answer: The opening should start with a clear statement of the bad news. The body should give the reasons for
the bad news, and the closing should end with a positive statement aimed at maintaining a good
relationship with the audience.
Comment:
Diff: 3 Type: ES Page Ref: 287-288
Skill: Concept
Objective: 2
91. What is a "buffer," and what function does it serve in negative messages?
Answer: A buffer is a neutral, noncontroversial statement that is closely related to the point of the message. In
negative messages using the indirect approach, the buffer establishes common ground with your
reader.
Comment:
Skill: Concept
Objective: 3
92. Explain how an effective buffer differs from one that is poorly written. Provide an example of a buffer that
would be inappropriate for a message explaining that a student's grade appeal has been denied.
Answer: A poorly written buffer might trivialize the reader's concerns, divert attention from the problem, or
mislead the reader into thinking your message actually contains good news. A good buffer, on the
other hand, is respectful, relevant, and neutral, and provides a smooth transition to the reasons that
follow. An inappropriate buffer for the message described above would be, "Everyone makes
mistakes, and that's why we're writing to you."
Comment:
Objective: 3
93. Briefly describe the elements of a negative message that uses the indirect approach.
Answer: Begin with a buffer (a neutral statement that sets the stage for the bad news). Follow with the reasons
for the bad news, then state the bad news as diplomatically as possible. Emphasize any good news and
de-emphasize the bad. End with a positive, forward-looking statement that is helpful and friendly and
tries to preserve goodwill.
Comment:
Skill: Concept
Objective: 3
94. List three techniques for de-emphasizing bad news.

Answer: Three methods for de-emphasizing bad news are (1) minimize the space or time you devote to the bad
news, (2) subordinate your bad news in a complex or compound sentence, and (3) embed bad news
mid-paragraph or use parenthetical expressions.
Comment:
Skill: Concept
Objective: 3
95. List at least three guidelines that can help you avoid being accused of defamation.
Answer: (1) Refrain from using any kind of abusive language; (2) Provide accurate information and stick to the
facts; (3) Never let anger or malice motivate your messages; (4) Consult your company's legal advisers
whenever you think a message might have legal consequences; (5) Communicate honestly; (6)
Emphasize a desire for a good relationship in the future.
Comment:
Skill: Concept
Objective: 5
96. You are faced with informing your supervisor about massive production delays. Company policy dictates
that you must provide this information in writing. What questions should you consider when deciding
between the direct and indirect approaches for your message?
Answer: (1) Will the bad news come as a shock to my audience? (2) Does the audience prefer short messages
that get right to the point? (3) How important is this news to my audience? (4) Do I need to maintain a
close working relationship with the audience? (5) Do I need to get the audience's attention? (6) What is
my organization's preferred style for delivering bad news?
Comment:
Skill: Concept/Application
Objective: 3
AACSB: Analytic Skills
97. What four guidelines should you follow in writing effective closings to negative messages?
Answer: (1) Avoid a negative or uncertain conclusion there's no need to refer to, repeat, or apologize for the
bad news. (2) Manage future correspondence. Don't encourage additional communication unless
you're willing to discuss your decision in more detail. (3) Be optimistic about the future instead of
anticipating problems with statements such as, "Should you have any further problems, please let me
know." (4) Be sincere, avoiding meaningless clichés.
Comment:
Skill: Concept
Objective: 3
98. Provide at least five guidelines to observe when making negative organizational announcements.
Answer: (1) Match your approach to the situation if the news is relatively minor, the direct approach may be
best. If it will come as a shock, use the indirect approach. (2) Consider the unique needs of each
group not everyone needs the same information. (3) Give each audience enough time to react as
needed. If a plant is closing, for example, employees may need months to find new jobs. (4) Give
yourself enough time to plan and manage a response. Complaints and questions are likely to follow
your announcement. (5) Look for positive angles but don't exude false optimism. (6) Minimize the
element of surprise whenever possible. (7) Seek expert advice if you're not sure how to handle all
aspects of the announcement.
Comment:
Skill: Concept
Objective: 6
99. What are some viable options for refusing social networking recommendation requests?
Answer: The situation with recommendations in a social networking environment is more complicated than
with a traditional recommendation because the recommendations become part of your online profile.
Fortunately, social networks provide more flexibility when it comes to responding to recommendation
requests. You can simply ignore or delete the requests, or you can (as many people do) make it a
personal policy to ignore requests from networkers they don't know. Another option is to refrain from
making recommendations at all, and just letting people know this when they ask.
Comment:
Skill: Synthesis
Objective: 7
AACSB: Communication Abilities, Use of IT
100. Explain the characteristics of an effective letter rejecting a job applicant.

Answer: Rejecting job applicants requires choosing your approach carefully experts disagree on how much
information to include in a rejection message, but the safest strategy is to avoid any explanations for
the company's decision and to avoid making or implying any promises of future consideration. When
writing a rejection message, be sure to personalize it by using the recipient's name, and then open with
a courteous expression of appreciation for being considered. Convey the bad news politely and
concisely, and avoid explaining why the applicant was rejected or why other applicants were chosen
instead. Don't state or imply that the application will be reviewed later, and close with positive wishes
for the applicant's career success.
Comment:
Skill: Concept
Objective: 7
1. C
2. C
3. C
4. D
5. C
6. C
7. B
8. B
9. C
10. D
11. A
12. B
13. C
14. D
15. C
16. A
17. C
18. A
19. A
20. B
21. B
22. C
23. A
24. B
25. D
26. D
27. C
28. B
29. A
30. B
31. B
32. B
33. D
34. C
35. A
36. FALSE
37. FALSE
38. TRUE
39. FALSE
40. TRUE
41. TRUE
42. FALSE
43. FALSE
44. FALSE
45. FALSE
46. FALSE
47. TRUE
48. FALSE
49. FALSE
50. TRUE
51. TRUE
52. FALSE
53. FALSE
54. FALSE
55. FALSE
56. FALSE
57. TRUE
58. FALSE
59. TRUE
60. FALSE
61. FALSE
62. TRUE
63. FALSE
64. TRUE
65. TRUE
66. TRUE
67. FALSE
68. TRUE
69. FALSE
70. FALSE
71. acceptance
72. person
73. accusing tone
74. direct
75. buffer
76. indirect
77. explanation
78. company policy

79. paragraph
80. emotionally
81. etiquette
82. defamation
83. performance
84. document
85. termination
86. In any negative message, your main goals are to (1) convey the bad news, (2) gain acceptance for it, (3) maintain as
much goodwill as possible, (4) maintain a good image for your organization, and (5) (if appropriate) reduce or
eliminate the need for future correspondence on the matter.
87. This type of blender should not be cleaned in the dishwasher.
88. By sending payment promptly, you can receive your order within 5 business days.
89. Stating the bad news at the beginning makes a shorter message possible and requires less time for the audience to
reach the main idea of the message.
90. The opening should start with a clear statement of the bad news. The body should give the reasons for the bad
news, and the closing should end with a positive statement aimed at maintaining a good relationship with the
audience.
91. A buffer is a neutral, noncontroversial statement that is closely related to the point of the message. In negative
messages using the indirect approach, the buffer establishes common ground with your reader.
92. A poorly written buffer might trivialize the reader's concerns, divert attention from the problem, or mislead the
reader into thinking your message actually contains good news. A good buffer, on the other hand, is respectful,
relevant, and neutral, and provides a smooth transition to the reasons that follow. An inappropriate buffer for the
message described above would be, "Everyone makes mistakes, and that's why we're writing to you."
93. Begin with a buffer (a neutral statement that sets the stage for the bad news). Follow with the reasons for the bad
news, then state the bad news as diplomatically as possible. Emphasize any good news and de-emphasize the bad.
End with a positive, forward-looking statement that is helpful and friendly and tries to preserve goodwill.
94. Three methods for de-emphasizing bad news are (1) minimize the space or time you devote to the bad news, (2)
subordinate your bad news in a complex or compound sentence, and (3) embed bad news mid-paragraph or use
parenthetical expressions.
95. (1) Refrain from using any kind of abusive language; (2) Provide accurate information and stick to the facts; (3)
Never let anger or malice motivate your messages; (4) Consult your company's legal advisers whenever you think a
message might have legal consequences; (5) Communicate honestly; (6) Emphasize a desire for a good relationship
in the future.
96. (1) Will the bad news come as a shock to my audience? (2) Does the audience prefer short messages that get right to
the How important is this news to my audience? (4) Do I need to maintain a close working relationship with the
point audience? (5) Do I need to get the audience's attention? (6) What is my organization's preferred style for delivering
? (3) bad news?
97. (1) Avoid a negative or uncertain conclusion there's no need to refer to, repeat, or apologize for the bad news. (2)
Manage future correspondence. Don't encourage additional communication unless you're willing to discuss your
decision in more detail. (3) Be optimistic about the future instead of anticipating problems with statements such as,
"Should you have any further problems, please let me know." (4) Be sincere, avoiding meaningless clichés.
98. (1) Match your approach to the situation if the news is relatively minor, the direct approach may be best. If it will
come as a shock, use the indirect approach. (2) Consider the unique needs of each group not everyone needs the
same information. (3) Give each audience enough time to react as needed. If a plant is closing, for example,
employees may need months to find new jobs. (4) Give yourself enough time to plan and manage a response.
Complaints and questions are likely to follow your announcement. (5) Look for positive angles but don't exude
false optimism. (6) Minimize the element of surprise whenever possible. (7) Seek expert advice if you're not sure
how to handle all aspects of the announcement.
99. The situation with recommendations in a social networking environment is more complicated than with a
traditional recommendation because the recommendations become part of your online profile. Fortunately, social
networks provide more flexibility when it comes to responding to recommendation requests. You can simply
ignore or delete the requests, or you can (as many people do) make it a personal policy to ignore requests from
networkers they don't know. Another option is to refrain from making recommendations at all, and just letting
people know this when they ask.
100. Rejecting job applicants requires choosing your approach carefully experts disagree on how much information to
include in a rejection message, but the safest strategy is to avoid any explanations for the company's decision and to
avoid making or implying any promises of future consideration. When writing a rejection message, be sure to
personalize it by using the recipient's name, and then open with a courteous expression of appreciation for being
considered. Convey the bad news politely and concisely, and avoid explaining why the applicant was rejected or
why other applicants were chosen instead. Don't state or imply that the application will be reviewed later, and close
with positive wishes for the applicant's career success.
Another random document with
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perustamme Israelin vallan. Vain muutama noita herroja, vaan
muutama vielä maahan syöskäämme — heidän ruumiinsa
haudatkaamme Ristin tomuun.
KUORO.
Risti on meidän pyhä lippumme, kasteen vesi on liittänyt meidät

ihmisiin — ylenkatsojat uskovat nyt ylenkatsottujen rakkauteen.
Ihmisten vapaus on lakinamme, kansan vapaus määränämme.

Kristittyjen pojat uskovat nyt Kaifaan poikiin. Vuosisatoja sitten esi-
isämme kiduttivat vihamiestämme. Nyt me jälleen kidutamme häntä,
eikä hän nouse kuolleista enää.
KASTETTU JUUTALAINEN.
Muutama hetki vielä, kyyn myrkkyä muutama tippa vielä — ja

maailma on meidän, meidän, oi veljet.
KUORO.
Jehova on Israelin Herra eikä kukaan muu. Kolmasti

sylkäiskäämme kansain häviöksi, kolmasti heidän kirouksekseen.
(Kuuluu koputusta.)
Työhönne! Ja sinä pyhä kirja, pois täältä, ettei kirottu katse

saastuttaisi lehtiäsi.
(Piiloittaa Talmudin.)
Kuka siellä?
ÄÄNI OVEN TAKAA.
Omaa väkeä. Vapauden nimessä avaa.
Veljet, vasarat ja köydet käteen.
(Avaa.)
LEONARD (tullen sisään).
Hyvä, kansalaiset, että olette varuillanne ja hiotte tikarejanne

huomiseksi.
(Menee yhden luo.)
Mitä sinä teet täällä nurkassa?
ERÄS KASTETUISTA.
Hirttonuoria, kansalainen.
LEONARD.
Teet viisaasti. Ketä ei taistelussa kaada rauta, se kuolee

hirsipuussa.
Rakas kansalainen Leonard, ollaanko huomispäivän asiasta
varmat?
LEONARD.
Hän, joka ajattelee ja tuntee voimakkaimmin meistä kaikista,

kutsuu sinua minun kauttani keskusteluun. Hän vastaa sinulle itse
siihen kysymykseen.
Minä tulen — vaan älkää väsykö työssänne. Jankiel, pidä huolta

heistä.
(Menee Leonardin kanssa.)
KASTETTUJEN JUUTALAISTEN KUORO.
Köydet ja tikarit, seipäät ja sapelit, meidän kättemme työt, tulkaa

heille tuhoksi. He surmaavat herransa niityille, hirttävät puutarhoihin
ja kankaille, vaan sitten me tapamme ja hirtämme heidät.
Ylenkatsotut nousevat vihassaan taisteluun, asestautuvat Jehovan
kunniaksi; hänen sanansa, pelastus ja hänen rakkautensa on meitä
varten, muille se on häviöksi. Sylkäiskäämme kolmasti heidän
turmiokseen, kolmasti heidän kirouksekseen.
*****
Teltta. Hajallaan pulloja, pikareja
PANKRATIUS.
Viisikymmentä henkeä melusi tässä äsken ja jokaiseen sanaani
huusi: »eläköön»; ymmärsikö yksikään minun ajatuksiani?
Ymmärsikö sen matkan päätä, jonka alussa meluaa? — oh! servile
imitatorum pecus [orjamainen matkijakarja].
(Leonard ja kastettu juutalainen tulevat.)
Tunnetko kreivi Henrikin?
Suuri kansalainen, enemmän ulkonäöltä kuin sananvaihdosta.

Muistan vain että hän kerran mennessään Herran ehtoolliselle huusi
minulle »pois tieltä» ja katsoi valtiaan katsein — josta minä toivotin
sielussani hänelle hirttonuoraa.
PANKRATIUS.
Laittaudu hänen luokseen huomis-aamuna niin varhain kuin

suinkin ja ilmoita, että tahdon tavata häntä yksityisesti, salassa yöllä
ylihuomenna.
Paljonko annat minulle väkeä? Sillä olisi varomatonta lähteä yksin.
PANKRATIUS.
Lähdet yksin, minun nimeni on sinun vartiasi — hirsipuu, johon

toissapäivänä ripustitte paronin, on väkenäsi.
Voi, voi!
PANKRATIUS.
Sano, että tulen hänen luokseen kahdentoista aikaan ylihuomista

vastaan yöllä.
Entä jos hän käskee pistämään minut vankeuteen tai antaa

surmata minut?
PANKRATIUS.
Sinusta tulee silloin Kansan Vapauden marttyri.
Kaikki, kaikki Kansan Vapauden vuoksi.
(Syrjään.)
Voi, voi!
PANKRATIUS.
Hyvää yötä, kansalainen.
(Kastettu juutalainen menee.)
LEONARD.
Miksi nuo viivyttelyt, puolinaisuudet, myönnytykset ja keskustelut,
kun olen vannonut jumaloivani ja tottelevani sinua, pitäväni sinua
korkeimpana sankarinani, kotkana, joka lentää suoraan
päämääräänsä, miehenä, joka uskaltaa panna itsensä ja kaiken
kerrallaan peliin.
PANKRATIUS.
Vaikene, lapsi.
LEONARD.
Kaikki ovat valmiina, kastetut juutalaiset ovat takoneet aseet ja

punoneet köydet. Joukot meluavat ja huutavat käskyä. Anna käsky,
ja se kulkee kuin kipuna, kuin ukonnuoli ja muuttuu liekiksi ja
jyrinäksi.
PANKRATIUS.
Veri on noussut päähäsi — se johtuu ijästäsi — et kykene sitä

vastaan taistelemaan, ja sitä sinä sanot innostukseksi.
LEONARD.
Punnitse mitä teet. Ylimystö on voimatonna sulkeutunut Pyhän

Kolminaisuuden linnaan ja odottaa tuloamme kuin gillotinin terää.
Eteenpäin, mestari, viipymättä eteenpäin, heidän niskaansa.
PANKRATIUS.
Samantekevä. He ovat menettäneet ruumiinvoimansa

nautinnoissa, hengenvoimansa toimettomuudessa. Huomenna tai
ylihuomenna täytyy heidän murtua.
LEONARD.
Ketä pelkäät — kuka sinua pidättää?
PANKRATIUS.
Ei kukaan. Vain oma tahtoni.
LEONARD.
Ja onko minun sitä sokeasti uskominen?
PANKRATIUS.
Sokeasti, totisesti sanon sinulle.
LEONARD.
Sinä petät meidät.
PANKRATIUS.
Kuin jälkisäe laulussa on kavallus aina puheesi päätöksenä. Älä

huuda, sillä jos joku kuuntelisi meitä salaa…
LEONARD.
Täällä ei ole vakoilijoita, ja mitä sitten?…
PANKRATIUS.
Ei mitään — vain viisi kuulaa rintaasi siitä että olet uskaltanut
korottaa äänesi yhtä ääniaskelta ylemmäksi minun läsnäollessani!
(Menee hänen luokseen.)
Usko minuun ja rauhoitu.
LEONARD.
Myönnän innostuneeni liiaksi, vaan en pelkää rangaistusta. Jos

kuolemani kelpaa esimerkiksi ja voi lisätä asiamme ryhtiä ja voimaa,
niin käske.
PANKRATIUS.
Sinä elät täynnä toivoa ja uskot syvästi — onnellisin ihmisistä, en

tahdo riistää sinulta elämää.
LEONARD.
Mitä puhut?
PANKRATIUS.
Ajattele enemmän, puhu vähemmin ja kerran olet minut

ymmärtävä. —
Oletko lähettänyt varastohuoneeseen kaksituhatta latinkia?
LEONARD.
Olen lähettänyt Dejecin osastoineen.
PANKRATIUS.
Onko suutarien keräys lisätty meidän kassaamme?
LEONARD.
Mitä vilpittömimmin liittyivät he kaikki ja toivat sata tuhatta.
PANKRATIUS.
Huomenna kutsun heidät illalliselle. — Oletko kuullut mitään uutta

kreivi Henrikistä?
LEONARD.
Halveksin liiaksi herroja uskoakseni mitä heistä kerrotaan.

Rappeutuneilla ihmisroduilla ei ole työkykyä, ei saa olla, ei voi olla.
PANKRATIUS.
Hän kokoaa kuitenkin talonpoikiaan ja heidän uskollisuudestaan

varmana valmistautuu katkaisemaan Pyhän Kolminaisuuden linnan
piiritystä.
LEONARD.
Kuka voi meitä vastustaa, meissähän on aikakautemme aate

ruumiillistuneena.
PANKRATIUS.
Minä tahdon nähdä hänet, katsoa silmiin, tunkeutua sydämen

syvimpään, vetää meidän puolellemme.
LEONARD.
Pinttynyt ylimys.
PANKRATIUS.
Mutta runoilija samalla. — Jätä minut nyt yksikseni.
LEONARD.
Annatko minulle anteeksi, kansalainen?
PANKRATIUS.
Nuku rauhassa. Jollen olisi antanut sinulle anteeksi, olisit jo

vaipunut ijäiseen uneen.
LEONARD.
Huomenna ei siis tule mitään?
PANKRATIUS.
Hyvää yötä ja suloisia unia.
(Leonard lähtee.)
Hei, Leonard!
LEONARD (palaten takaisin).
Mitä, johtaja-kansalainen?
PANKRATIUS.
Ensi yönä lähdet kanssani kreivi Henrikin luo.
LEONARD.
Tottelen.
(Menee.)
PANKRATIUS.
Miksi se yksi mies on minun, tuhansien johtajan, tiellä? Hänen

voimansa ovat pienet minuun verraten — muutama sata hänen
sanaansa sokeasti uskovaa talonpoikaa, jotka ovat kiintyneet
häneen kuin uskolliset kotieläimet… Ne merkitsevät yhtä vähän kuin
tyhjä, kuin nolla. Miksi niin haluan hänet nähdä ja häikäistä? Onko
henkeni tavannut vertaisensa ja hetkeksi pysähtynyt? Se on
viimeinen vastukseni näillä tasangoilla, se on kukistettava, ja sitten…
Ajatukseni, etkö saata pettää itseäsi kuten petät muita? Häpeä, sillä
tiedäthän sinä päämääräsi, sinä olet ajatus, kansan hallitsija, sinussa
on yhtyneenä kaikkien tahto ja mahti, ja mikä on muille rikos, on
sinulle kunnia. Halvoille, tuntemattomille ihmisille olet hankkinut
nimet, — ihmisille, joilta puuttuu tunne, olet antanut uskon, itsesi
kaltaisen maailman, uuden maailman olet luonut ympärillesi. Mutta
itse harhaat, etkä tiedä mikä olet. Ei, ei, ei — sinä olet suuri.
(Vaipuu nojatuoliin ja miettii.)
*****
Kuusimetsä. Puihin ripustettuja liinoja. Keskellä niitty, siinä

hirsipuu. Majoja. Telttoja. Nuotioita. Tynnyrejä. Väkijoukkoja.
MIES (mustaviittaisessa valepuvussa, vapauden punainen lakki
päässä, tulee pitäen kastettua juutalaista kädestä).
Muista!
KASTETTU JUUTALAINEN (hiljaan).
Jalosukuinen herra, minä ohjaan teidät, en anna ilmi, kunniani

kautta.
MIES.
Jos väräytät silmääsikään tai nostat sormeasi, niin ammun

otsaasi. Saat ymmärtää, etten välitä sinun elämästäsi, kun olen
kerran pannut omanikin alttiiksi.
Voi, voi, sinä puristat kämmentäni kuin rautapihdeillä. Mitä minun

pitää tehdä?
MIES.
Puhu kanssani kuin tuttavan, äsken saapuneen ystävän kanssa.

— Mitä tanssia tuo on?
Vapaiden ihmisten tanssia.
(Miehet ja naiset tanssivat ja laulavat hirsipuun ympärillä.)
KUORO.
Leipää, ansiota, polttopuita talvisin, lepoa kesäisin — hurraa,
hurraa!
Jumala ei ole säälinyt meitä, hurraa, hurraa!
Kuninkaat eivät ole säälineet meitä, hurraa, hurraa!
Herrat ne ei ole säälineet meitä, hurraa, hurraa!
Jumalaa ja kuninkaita ja herroja nyt kiitämme palveluksestansa,

hurraa, hurraa!
MIES (tytölle).
Minua ilahduttaa että olet niin punakka ja iloinen.
TYTTÖ.
Jo sitä ollaan kyllin kauan varrottu tällaista päivää. Olen saanut

ikäni lautasia pestä, haarukoita kiillottaa rievulla, ystävällistä sanaa
en ole ikänäni kuullut. Vaan onpas se tullut aika minun itseni syödä,
itseni tanssia, hurraa!
MIES.
Tanssi, kansalaisetar.
KASTETTU JUUTALAINEN (hiljaan).
Varjelkoon teitä, jalosukuinen herra. Joku voisi tuntea,

lähtekäämme.
MIES.
Jos joku minut, tuntee niin olet sinä hukassa. Menkäämme
eteenpäin.
Tuon tammen alla istuu lakeijain klubi.
MIES.
Käykäämme lähemmäksi.
ERÄS LAKEIJA.
Minä olen jo tappanut entisen herrani.
TOINEN LAKEIJA.
Minä etsin yhä paroniani. — Terveydeksesi.
KAMARIPALVELIJA.
Kansalaiset, työtaakan alla, otsa hiessä ja nöyryytyksessä,

kiillottaen kenkiä ja leikaten hiuksia tulimme me tuntemaan
oikeutemme. Koko klubin malja!
LAKEIJAIN KUORO.
Eläköön puheenjohtajamme. Hän johdattaa meitä kunnian tietä.
KAMARIPALVELIJA.
Kiitos, kansalainen.
PALVELIJAIN KUORO.
Eteisistä, vankiloistamme, syöksyimme kaikki yhtenä miehenä. —

Eläköön!
— Me tunnemme salonkien narrimaisuudet ja irstaudet. — Eläköön!
—
Eläköön!
MIES.
Mitä ovat nuo kaikkein kovimmat ja hurjimmat äänet, jotka tulevat

tuolta vasemmalla olevasta viidakosta.
Se on teurastajain kuoro, jalosukuinen herra.
TEURASTAJAIN KUORO.
Kirveen hamara ja puukko ovat aseemme, teurastus on

elämäämme. Sama meille, karjaako vai herroja teurastamme.
Me voiman ja veren lapset katselemme välinpitämättöminä toisia

heikompia ja valkeampia. Ken meidät kutsuu, hänen me olemme —
herroille härkiä, kansalle herroja teurastamme.
Kirveen hamara ja puukko ovat aseemme, teurastus on

elämäämme, teurastus, teurastus, teurastus.
MIES.
Noista pidän — he eivät ainakaan puhu mitään kunniasta eikä
filosofiasta. — Hyvää iltaa, rouva.
KASTETTU JUUTALAINEN (hiljaa).
Jalosukuinen herra, sanokaa »kansalaisettareksi» tai »vapaaksi

naiseksi».
NAINEN.
Mitä tuo arvonimi merkitsee, mistä se pääsi — hyi, hyi — sinä

haiset menneisyydeltä.
MIES.
Kieleni sekaantui.
NAINEN.
Olen yhtä vapaa kuin sinäkin, olen riippumaton vaimo, ja annan

yhteiskunnalle rakkauteni siksi, että se on tunnustanut oikeuteni.
MIES.
Yhteiskunta puolestaan on siksi antanut sinulle nuo sormukset ja

nuo ametistivitjat. Oi, kaksinkerroin antelias hyvä yhteiskunta!
NAINEN.
Ei, nämä rihkamat riistin ennen vapautustani — mieheltäni,

viholliseltani, vapauden viholliselta, joka piti minua vankeudessa.
MIES.
Toivon kansalaisettarelle hauskaa kävelyä!
(Jatkaa matkaansa.)
Ken on tuo kummallinen sotamies, joka nojaa kaksiteräiseen

miekkaan, joka pitää poikkihakattua ihmisen päätä lakkinsa päällä,
toista vyöllään, kolmatta rinnallaan? Eikö se ole kuuluisa Blanchetti,
samanlainen kansan kondottieri nykyään kuin olivat ruhtinasten ja
hallitusten kondottierit ennen?
Juuri hän, jalosukuinen herra — vasta viikon on hän ollut

luonamme.
MIES.
Miksi kenraali on niin ajatuksiinsa vaipunut?
BLANCHETTI.
Te näette, kansalaiset, tuon aukeaman vaahterain välissä —

katsokaa tarkoin — eroitatte tuolla vuorella linnan — näen selvästi
kiikarillani muurit, vallihaudat ja neljä tornia.
MIES.
Se on vaikea valloittaa.
BLANCHETTI.
Tuhat tulimaista! — voithan kiertää hautoja myöten, kaivaa alle
räjäytysjohdot ja…
KASTETTU JUUTALAINEN (vilkuttaen silmiään).
Kenraali, kansalainen.
MIES (hiljaa).
Tunnetko viritetyn hanan viittani alla?
KASTETTU JUUTALAINEN (syrjään).
Voi! voi!
(Ääneen.)
Kuinka olet siis päättänyt, kansalaisemme, kenraali?
BLANCHETTI (miettiväisenä).
Vaikkakin olette veljiäni vapaudessa, ette ole minun veljiäni

nerokkuudessa — voittomme jälkeen saa jokainen kuulla
suunnitelmistani.
(Menee pois.)
MIES (kastetulle).
Annan teille neuvon: surmatkaa hänet, sillä niin alkaa kaikki

ylimyksellisyys.
KÄSITYÖLÄINEN.
Kirous, kirous.
MIES.
Mitä teet, mies raukka, sen puun alla. Miksi näytät niin
hurjistuneelta ja nääntyneeltä?
KÄSITYÖLÄINEN.
Kirotut kauppiaat ja tehtaiden hoitajat! Parhaat vuodet, jolloin muut

rakastavat tyttöjä, tappelevat avaralla kentällä, purjehtivat merien
selillä, kituutin minä ahtaassa komerossa silkkiä kutoen.
MIES.
Tyhjennä pikari, jota pidät kädessäsi.
KÄSITYÖLÄINEN.
Voimani ovat lopussa, en jaksa nostaa huulilleni, töin tuskin sain

tänne ryömityksi. Minulle ei enää koita vapauden päivä. Kirotut
kauppiaat, jotka silkkiä myövät, ja herrat, joilla on silkkiä päällään,
kirotut, kirotut.
(Kuolee.)
Miten inhoittava ruumis.
MIES.
Vapauden pelkurilapsi, juutalaisuudesta kastettu kansalainen,
katso tuota elotonta päätä, joka kelluu laskevan auringon verisessä
rusossa.
Minne joutuvat nyt teidän komeat sananne, tasa-arvo, ihmissuvun

täydellisyys ja onni?
KASTETTU JUUTALAINEN (sivulle).
Jospa sinäkin ajoissa kuolisit ja koirat raatelisivat ruumiisi

palasiksi.
(Ääneen.)
Päästä minut — minun täytyy tehdä tiliä lähettilästoimestani.
MIES.
Sano, että pidin sinua vakoojana ja siksi otin kiinni.
(Katselee ympärilleen.)
Ihmisäänet vaikenevat takanamme. Edessämme on enää vain

mäntyjä ja kuusia, joissa illan säteet välkähtelevät.
Puiden ylle keräytyy pilviä. Sinun olisi parempi palata oman väkesi
luo, joka jo muutenkin on kauan odottanut sinua pyhän Ignatiuksen
rotkossa.
MIES.

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Business Communication Essentials Canadian 4th Edition

1. When composing a negative message, you should try to

2. Use the direct approach with a negative message if

4. When you deliver negative messages, you

5. If you choose to apologize in a negative message, you should

7. The buffer of a negative message

8. A poorly written buffer

9. One important goal of a buffer is to

10. If you up to now you have failed to respond to a request, a buffer

11. An effective indirect opening for a negative message would be:

13. In the reasons section of a negative message, you should

15. Using the indirect approach, the negative news comes

16. A good way to deliver bad news kindly is to

21. In the close of a negative message, you should

23. The tendency to delay, downplay or distort bad news

24. When you are refusing a routine request, you

25. Negative messages about business transactions are designed to

28. To avoid being accused of defamation, you should

31. A crisis management plan

32. Compared to traditional letters of recommendation, social networking recommendations

33. A letter rejecting a job applicant should

34. If you must give an employee a negative performance review,

35. When writing an employment termination letter, you should

39. The direct approach is never used for negative messages.

44. The buffer for a negative message should be positive.

54. In closing negative messages, it is always best to encourage additional communication.

94. List three techniques for de-emphasizing bad news.

100. Explain the characteristics of an effective letter rejecting a job applicant.

73. accusing tone

78. company policy

87. This type of blender should not be cleaned in the dishwasher.

Risti on meidän pyhä lippumme, kasteen vesi on liittänyt meidät

Ihmisten vapaus on lakinamme, kansan vapaus määränämme.

Muutama hetki vielä, kyyn myrkkyä muutama tippa vielä — ja

Jehova on Israelin Herra eikä kukaan muu. Kolmasti

Työhönne! Ja sinä pyhä kirja, pois täältä, ettei kirottu katse

ÄÄNI OVEN TAKAA.

Omaa väkeä. Vapauden nimessä avaa.

Veljet, vasarat ja köydet käteen.

LEONARD (tullen sisään).

Hyvä, kansalaiset, että olette varuillanne ja hiotte tikarejanne

(Menee yhden luo.)

Mitä sinä teet täällä nurkassa?

Teet viisaasti. Ketä ei taistelussa kaada rauta, se kuolee

Hän, joka ajattelee ja tuntee voimakkaimmin meistä kaikista,

Minä tulen — vaan älkää väsykö työssänne. Jankiel, pidä huolta

(Menee Leonardin kanssa.)

KASTETTUJEN JUUTALAISTEN KUORO.

Köydet ja tikarit, seipäät ja sapelit, meidän kättemme työt, tulkaa

Teltta. Hajallaan pulloja, pikareja

(Leonard ja kastettu juutalainen tulevat.)

Tunnetko kreivi Henrikin?

Suuri kansalainen, enemmän ulkonäöltä kuin sananvaihdosta.

Laittaudu hänen luokseen huomis-aamuna niin varhain kuin

Paljonko annat minulle väkeä? Sillä olisi varomatonta lähteä yksin.