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| 1.
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When people respond to a limitation of freedom by asserting their freedom in another area, this is called |
| | A) | physiological reactance. |
| | B) | psychological reactance. |
| | C) | pathological reactance. |
| | D) | retroactive resistance. |
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| 2.
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If you have a good alternative in a negative message, refer to it in the |
| | A) | first paragraph. |
| | B) | salutation. |
| | C) | ending. |
| | D) | None of the above |
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| 3.
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To give bad news to peers and subordinates, describe the problem, present the alternative, and |
| | A) | ask for input or action. |
| | B) | use a forward-looking ending. |
| | C) | end with the alternatives. |
| | D) | None of the above |
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| 4.
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Which of the following is NOT a negative message? |
| | A) | Product recalls |
| | B) | Resumes |
| | C) | Layoffs |
| | D) | Disciplinary notices |
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| 5.
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Which of the following is NOT a type of buffer? |
| | A) | Starting with any good news or positive elements |
| | B) | Referring to enclosures |
| | C) | Bad news |
| | D) | Stating a fact |
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| 6.
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Negative messages are less important than positive ones. |
| | A) | True |
| | B) | False |
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| 7.
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A refusal is a type of negative message. |
| | A) | True |
| | B) | False |
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| 8.
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It's OK to say you cannot do something as a defense in a negative message. |
| | A) | True |
| | B) | False |
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| 9.
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Because we live in cynical times, you must make all negative messages direct. |
| | A) | True |
| | B) | False |
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| 10.
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When writing a negative message, try to establish a middle ground with the reader by noting that you believe the company is being unfair. |
| | A) | True |
| | B) | False |
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| 11.
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Disciplinary notices and negative performance appraisals start with the bad news and no buffer, because: |
| | A) | You need to make the person feel really bad. |
| | B) | You want to make sure that the reader doesn't minimize the message. |
| | C) | You want to pay the person back for all the mean things he or she did. |
| | D) | You don't want to waste your time or the reader's time. |
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| 12.
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How many times should the negative be mentioned in a letter? |
| | A) | Once in each paragraph. |
| | B) | Only in the first paragraph. |
| | C) | Only in the middle paragraph. |
| | D) | Only in the last paragraph. |
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| 13.
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When giving reasons for the negative message, use |
| | A) | any reason. You just need something to make the letter seem reader-centred. |
| | B) | any excuse to avoid dealing with the reader's objections. |
| | C) | company policy |
| | D) | None of the above |
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| 14.
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An alternative does several things, one of which is: |
| | A) | Giving the reader a poor second choice |
| | B) | Giving the reader another negative |
| | C) | Giving the reader the wrong impression of the company |
| | D) | Giving the reader a choice |
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| 15.
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Giving bad news to superiors means that you must turn the message from a negative focus to a ________ focus. |
| | A) | positive |
| | B) | neutral |
| | C) | persuasive |
| | D) | both positive and persuasive |
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