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Quick Quiz
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1.
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.
2.
Negative messages have only a primary purpose?
A)True
B)False
3.
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
4.
Which of the following is NOT a negative message?
A)Product recalls
B)Resumes
C)Layoffs
D)Disciplinary notices
5.
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
6.
Negative messages are less important than positive ones.
A)True
B)False
7.
A refusal is a type of negative message.
A)True
B)False
8.
In giving bad news to a superior, which steps should come before recommending a solution
A)Describing the problem
B)Detailing the costs involved
C)Both of the above
D)Neither of the above
9.
The most common kinds of negative messages are?
A)Disciplinary Notices and Negative Performance Appraisals
B)Compliance failure
C)Both of the above
D)Neither of the above
10.
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
11.
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.
12.
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.
13.
PAIBOC can not help with negative messages
A)True
B)False
14.
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
15.
Which of the following should follow the reason for the refusal in a negative letter to a customer?
A)A buffer
B)The negative message
C)Both of the above
D)Neither of the above





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