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MANG 2790 E3 TEST WITH COMPLETE SOLUTION
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MANG 2790 E3 TEST WITHCOMPLETE SOLUTION
1. Which of the following is recommended when making negative
announcements?
A. Don't give each audience time to react
B. Respond as quickly as possible, even if you are not fully prepared to
respond to questions
C. When necessary, seek expert advice
D. Try to put a positive spin on bad news
E. Always use the direct approach - ANSWER When necessary, seek expert
advice
2. The ____________ approach helps readers prepare for the bad news by
presenting the reasons for it first.
A. Targeted
B. Indirect
C. informal
D. direct
E. specific - ANSWER indirect
3. For minor or routine scenarios, the ___________ approach is nearly always
best.
,A. Indirect
B. Direct
C. Informal
D. Targeted
E. Specific - ANSWER Direct
4. Which of the following would be considered to be a routine negative
announcement?
A. A loss of a major contract
B. A closing of a major production facility
C. A closing of a major division
D. A change in lunchtime hours
E. A disclosure of a toxic chemical spill - ANSWER A change in lunchtime
hours
5. Sang makes sure that her company has an active, mutually beneficial
relationship with customers and other interested parties so that they are less
likely to be attacked unfairly online and more likely to survive such attacks if
they do occur. Which strategy is Sang using to respond to negative criticism?
A. Ignore negative feedback
B. Monitor the conversation
C. Engage early, engage often
D. Respond appropriately
,E. Evaluate negative messages - ANSWER Engage early, engage often
6. Messages using the ______________ approach open with a buffer.
A. Targeted
B. Specific
C. Informal
D. Direct
E. indirect - ANSWER indirect
7. A neutral, noncontroversial statement that is closely related to the point of
the message butdoesn't convey the bad news is referred to as a(n)
_____________.
A. Buffer
B. Belief
C. Opinion
D. Conviction
E. Fact - ANSWER Buffer
8. The key to successful communication efforts during an emergency is
having a(n) ________________ management plan.
A. Direct approach
B. Succession
C. Indirect approach
D. Nondisclosure
, E. Crisis - ANSWER Crisis
9. Which of the following is an example of negative phrasing?
A. We acknowledge that our service did not meet your expectations.
B. The report you wrote doesn't make any sense.
C. We appreciate your taking the time to share your concerns about your
dining experience.
D. The product will be delivered next month.
E. Please clarify your comment. - ANSWER The report you wrote doesn't
make any sense.
10. Which of the following is an example of positive phrasing?
A. Because you ignored our first two warnings, we are closing your account.
B. Obviously you are very unhappy.
C. Your camera cannot be repaired but it is your fault, not ours.
D. Please confirm the receipt of the bill and remit payment.
E. The information on this statement is completely wrong. - ANSWER Please
confirm the receipt of the bill and remit payment.
11. The ____________ approach works best when the stakes are high for you or
for thereceiver, when you or your company has an established relationship
with the person making the request, or when you're forced to decline a
request that you might have accepted in the past.
A. Targeted
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