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Full download Business Communication Building Critical Skills Canadian 6th Edition Braun Test Bank all chapter 2024 pdf
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MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.
2) The best buffers begin with interesting material that is new to your reader.
A) True
B) False
Answer: B
3) A buffer is a neutral or positive statement that allows you to delay the negative.
A) True
B) False
Answer: A
4) Since buffers are easy to write, you should include one in every negative message.
A) True
B) False
Answer: B
5) When providing the reason for refusal, it is advisable to simply state "company policy".
A) True
B) False
Answer: B
6) If you do not have a good reason for the refusal, you should omit the reason rather than use a weak
one.
A) True
B) False
Answer: A
7) If you do not have a good reason for saying no, at least use a weak one.
A) True
B) False
Answer: B
8) De-emphasize a refusal by putting it in the same paragraph as the reason for it.
A) True
B) False
Answer: A
9) One of the purposes of a negative message is to close the door on the subject.
A) True
B) False
Answer: A
1
10) Allow readers to decide whether or not to try the alternative you offer.
A) True
B) False
Answer: A
12) When you must give bad news in a memo to a superior, also recommend a way to deal with the
problem.
A) True
B) False
Answer: A
13) Badnews memos to superiors should be organized differently than bad news memos to peers and
subordinates.
A) True
B) False
Answer: A
14) Subject lines in negative messages should focus on the reasons you must say "no".
A) True
B) False
Answer: B
15) A generalized goodwill is appropriate when the writer does not know the reader well.
A) True
B) False
Answer: A
2
18) When you have to refuse a request to someone within the organization, it may be appropriate to
soften the blow by:
A) criticizing company policy.
B) limiting the message to no more than three lines.
C) quoting a company slogan.
D) apologizing.
Answer: C
19) Refusal letters to people outside your organization should _____ to build goodwill.
A) ask for inputs
B) be indirect
C) have an apologetic tone
D) be direct
Answer: B
20) A buffer:
A) does provide a natural transition to the body of the letter.
B) allows you to delay the negative.
C) should be used only if the reader "won't take no for an answer".
D) is easy to write.
Answer: B
22) In which of the following situations would it NOT be appropriate to use a buffer?
A) If the reader might ignore a letter with a bland first paragraph
B) If the reader or the organization prefers "bottom-line-last messages"
C) If the reader is from a culture that believes it is okay to say "no"
D) If the reader trusts the writer
Answer: A
23) In which of the following situations would it NOT be appropriate to use a buffer?
A) The reader prefers "bottom-line-first messages".
B) The reader trusts the writer.
C) The reader will read the message with interest.
D) The reader is from a culture that believes it is okay to say "no".
Answer: A
3
24) In which of the following situations would it NOT be appropriate to use a buffer?
A) The reader will not take "no" for an answer.
B) The reader trusts the writer.
C) The reader will read the message with interest.
D) The reader is from a culture that believes it is okay to say "no".
Answer: A
25) In which of the following situations would it be MOST appropriate to use a buffer?
A) The reader is suspicious of the writer.
B) The reader is from a culture that believes it is rude to say "no".
C) The reader might ignore a letter with a bland first paragraph.
D) The reader will not take "no" for an answer.
Answer: B
26) Your client asks you to act as his real estate agent in an out-of-province transaction. None of the
agents in your local office are licensed yet for any another province. You write a letter to your client
declining to act as his agent. Which reason would you include?
A) Each province has its own laws about buying and selling property.
B) Company policy does not permit us to act as your agent in another province.
C) You cannot use our agents for out-of-province transactions.
D) We are not able to represent your interests at this time.
Answer: A
27) You have four reasons for saying "no". Two of them are very strong reasons, one has a tiny
loophole, and one is very weak. In your message you should:
A) give only one of the strong reasons.
B) use only the two strong reasons.
C) include all four reasons.
D) omit the very weak reason and use the other three.
Answer: B
28) Which of the following features helps in delivering a bad news effectively?
A) Use of buffers
B) Being polite and courteous
C) Direct refusals
D) Lengthening the message
Answer: C
4
30) Psychological reactance can be prevented by:
A) agreeing with the reader.
B) providing the readers an alternative that doesn't hurt you.
C) blaming the company's policies.
D) limiting the reader's freedom.
Answer: B
33) In a negative message to your superior, what should you do right after you describe the problem?
A) Ask for input or action.
B) Apologize for the problem.
C) Tell him how the problem arose.
D) Describe the options for fixing the problem.
Answer: C
34) In
a negative message to your superior, what should you do right after you tell him how a thing went
wrong?
A) Ask for input or action.
B) Describe the problem
C) Describe the options for fixing the problem.
D) Apologize for the problem.
Answer: C
5
36) How should you begin a negative message to your subordinate?
A) Describe the problem.
B) Tell him how the problem arose.
C) Describe the options for fixing the problem.
D) Ask for input or action.
Answer: A
37) In a negative message to your subordinate, what should you do after you describe the problem?
A) Tellhim how the problem arose.
B) Ask for input or action.
C) Present an alternative or compromise.
D) Resolve the problem on your own.
Answer: C
6
SHORT ANSWER. Write the word or phrase that best completes each statement or answers the question.
41) List
and explain the pattern of organization typically used for negative letters to customers and
others outside your organization.
Answer: When giving bad news to customers and other people outside your organization, the following
pattern helps writers maintain goodwill:
1. Start with a neutral statement or buffer. These opening statements are meant to prepare
readers for news that they are not going to like. Whether writing or speaking, the best buffers
begin with areas that both you and your audience can agree on. Buffer statements such as
"Thank you for your letter", in response to a complaint or query, acknowledge that you have
read, understood, and are responding to your reader's concern.
2. Give the reason for the refusal before the refusal itself when you have a reason that readers
will understand and accept. A good reason prepares the reader to expect the refusal.
3. Give the negative just once, clearly. Inconspicuous refusals can be missed, making it
necessary to say no a second time.
4. Always present an alternative or compromise, if one is available. An alternative gives readers
another way to get what they want; it also suggests that you care about the readers and want to
help them solve their problems.
5. End with a positive, forward-looking statement.
42) List
the strategic writing pattern that helps maintain goodwill.
Answer: The following pattern helps writers maintain goodwill:
43) Explainand give an example of how providing too many reasons or too much detail in a negative
message can have ethical or legal implications.
Answer: Thinking about the legal implications of what you say is particularly important in negative
messages. In an effort to cushion bad news, writers sometimes give reasons that create legal
liabilities. For example, as Elizabeth McCord has shown, the statement that a plant is "too
noisy and dangerous" for a group tour could be used as evidence against the company in a
worker's compensation claim. In another case, a writer telling a job candidate that the firm had
hired someone else said that he thought she was the best candidate. She sued and won.
7
44) List
in order the four parts of the organizational pattern for giving bad news to superiors.
Answer: The four parts of the organizational pattern for giving bad news to superiors is as follows:
45) List
the five questions to consider about the context of a negative message to peers or subordinates.
Answer: The questions to consider about the context of a negative message to peers or subordinates are:
8
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armies were in the field, and the quick and signal triumph of
its forces on land and sea bore equal tribute to the courage
of American soldiers and sailors and to the skill and
foresight of Republican statesmanship. To ten millions of the
human race there was given 'a new birth of freedom,' and to
the American people a new and noble responsibility.
{651}
"We favor home rule for and the early admission to Statehood
of the Territories of New Mexico, Arizona and Oklahoma.
{652}
"We insist that such a party agreed upon this principle and
policy, having sober leadership, without any obligation for
success to the saloon vote and to those demoralizing political
combinations, can successfully cope with all other and lesser
problems of government, in legislative halls and in the
executive chair, and that it is useless for any party to make
declarations in its platform as to any questions concerning
which there may be serious differences of opinion in its own
membership and as to which, because of such differences, the
party could legislate only on a basis of mutual concessions
when coming into power.
"We submit that the Democratic and Republican parties are
alike insincere in their assumed hostility to trusts and
monopolies. They dare not and do not attack the most dangerous
of them all, the liquor power. So long as the saloon debauches
the citizen and breeds the purchasable voter, money will
continue to buy its way to power. Break down this traffic,
elevate manhood, and a sober citizenship will find a way to
control dangerous combinations of capital. We purpose, as a
first step in the financial problem of the nation, to save
more than a billion of dollars every year, now annually
expended to support the liquor traffic and to demoralize our
people. When that is accomplished, conditions will have so
improved that with a clearer atmosphere the country can
address itself to the questions as to the kind and quantity of
currency needed.
"We face with sorrow, shame, and fear the awful fact that this
liquor traffic has a grip on our Government, municipal, State,
and National, through the revenue system and a saloon
sovereignty, which no other party dare to dispute; a grip
which dominates the party now in power, from caucus to
Congress, from policemen to President, from the rum shop to
the White House; a grip which compels the Executive to consent
that law shall be nullified in behalf of the brewer, that the
canteen shall curse our army and spread intemperance across
the seas, and that our flag shall wave as the symbol of
partnership, at home and abroad, between this Government and
the men who defy and defile it for their unholy gain.
{653}
"We declare that there are but two real parties to-day
concerning the liquor traffic—Perpetuationists and
Prohibitionists—and that patriotism, Christianity, and every
interest of genuine republicanism and of pure democracy,
besides the loyal demands of our common humanity, require the
speedy union, in one solid phalanx at the ballot-box, of all
who oppose the liquor traffic's perpetuation, and who covet
endurance for this Republic."
{655}