Fundamentals Of Business Communication Quiz Part- V
- 1.
What is one of the most important aspects of the indirect plan?
- A.
It keeps the receiver from getting the negative news.
- B.
The close stays off the negative subject.
- C.
The reasoning to justify the negative information is presented before the negative information.
- D.
The negative information is presented before the reasoning to justify it.
Correct Answer
C. The reasoning to justify the negative information is presented before the negative information.Explanation
One of the most important aspects of the indirect plan is that the reasoning to justify the negative information is presented before the negative information itself. This approach helps to soften the impact of the negative news and allows the receiver to better understand the reasoning behind it. By providing the justification first, it can help to minimize any negative emotional reactions and make the receiver more receptive to the news.Rate this question:
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- 2.
Which of the following statements is NOT an advantage of the indirect plan?
- A.
It permits reason to prevail.
- B.
It emphasizes the negative information.
- C.
It maintains a calm approach.
- D.
It can change a negative situation to a positive one.
Correct Answer
B. It empHasizes the negative information.Explanation
The indirect plan is a communication strategy that focuses on presenting negative information in a more subtle and tactful manner. It aims to maintain a calm approach and allows reason to prevail by presenting the negative information indirectly. This approach can potentially change a negative situation to a positive one by minimizing the impact of the negative information. Therefore, the statement "It emphasizes the negative information" is not an advantage of the indirect plan as it goes against the purpose of this communication strategy.Rate this question:
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- 3.
Which of the following messages should NOT be developed using the indirect plan?
- A.
Claim message
- B.
Request refusal
- C.
Adjustment refusal
- D.
Credit refusal
Correct Answer
A. Claim messageExplanation
A claim message should not be developed using the indirect plan because the indirect plan is typically used for delivering negative or unfavorable news. A claim message, on the other hand, is used to express dissatisfaction or request compensation for a product or service. It is more effective to use a direct approach in a claim message to clearly state the issue and desired resolution, rather than using the indirect plan which may confuse or delay the resolution process.Rate this question:
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- 4.
The negative information section of a negative message should:
- A.
Be placed in a separate paragraph.
- B.
Avoid saying what can be done.
- C.
Come immediately after the logical explanation.
- D.
Offer an apology.
Correct Answer
C. Come immediately after the logical explanation.Explanation
The negative information section of a negative message should come immediately after the logical explanation. This is because it is important to provide the explanation first, allowing the recipient to understand the reasoning behind the negative message. Placing the negative information immediately after the explanation ensures clarity and helps the recipient to process the message effectively. By following this structure, the negative information is presented in a clear and concise manner, minimizing confusion and potential misunderstandings.Rate this question:
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- 5.
The logical explanation of the indirect plan:
- A.
Stresses receiver interests and benefits.
- B.
Uses emphasis techniques.
- C.
Relates to the opening buffer.
- D.
Includes both A and C.
Correct Answer
D. Includes both A and C.Explanation
The indirect plan in communication is a strategy that focuses on the receiver's interests and benefits. It aims to persuade and engage the audience by using emphasis techniques and relating to the opening buffer. Option A states that the indirect plan stresses receiver interests and benefits, which aligns with the logical explanation. Option C states that it relates to the opening buffer, which is also a valid point. Therefore, the correct answer is that the indirect plan includes both A and C.Rate this question:
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- 6.
If the opening buffer and logical explanation are effective, the receiver will
- A.
Be unsure about the meaning of the negative information.
- B.
B. not expect the negative information.
- C.
Not need another statement that conveys the negative information.
- D.
Respond favorably to the words you chose for the logical explanation .
Correct Answer
D. Respond favorably to the words you chose for the logical explanation .Explanation
If the opening buffer and logical explanation are effective, the receiver will respond favorably to the words you chose for the logical explanation. This means that if the initial statement and the subsequent explanation are well-crafted and persuasive, the receiver will have a positive reaction to the information being conveyed. The receiver will be more likely to accept and understand the negative information, and may even be swayed to agree or support the sender's viewpoint.Rate this question:
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- 7.
Which of the following is NOT a proper way to communicate a credit refusal?
- A.
Personalized letter
- B.
Form memo
- C.
Telephone call
- D.
Face-to-face conversation
Correct Answer
B. Form memoExplanation
A form memo is not a proper way to communicate a credit refusal because it lacks personalization and can come across as impersonal and insensitive. A credit refusal should be communicated in a more personalized manner, such as through a personalized letter, a telephone call, or a face-to-face conversation, which allows for a more empathetic and understanding approach. A form memo may not effectively convey the reasons for the refusal or address any concerns or questions the recipient may have, leading to a negative customer experience.Rate this question:
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- 8.
The best way to implement the requirement that de-emphasis techniques be used in the negative information is to
- A.
Start with points that are the most unfavorable to your receiver.
- B.
Address the negative information in the middle of a paragraph.
- C.
Give the negative information in explicit terms.
- D.
Avoid the negative points.
Correct Answer
B. Address the negative information in the middle of a paragrapH.Explanation
Addressing the negative information in the middle of a paragraph is the best way to implement the requirement of using de-emphasis techniques. This approach allows for a balanced presentation by sandwiching the negative information between more positive or neutral points. By placing the negative information in the middle, it avoids drawing excessive attention to it and maintains a more coherent flow in the communication. This technique helps to soften the impact of negative information and makes it easier for the receiver to process and accept.Rate this question:
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- 9.
Which of the following openings would be best for a letter in which you are refusing an adjustment?
- A.
I am sorry that I cannot honor your claim ...
- B.
Your claim cannot be honored at this time because ...
- C.
This is to let you know that ...
- D.
Your recent purchase of a ...
Correct Answer
D. Your recent purchase of a ...Explanation
The opening "Your recent purchase of a ..." would be best for a letter in which you are refusing an adjustment because it directly addresses the issue at hand and sets the tone for the rest of the letter. It acknowledges the customer's recent purchase and indicates that the letter will be discussing the matter further. This opening allows for a clear and concise explanation of why the adjustment cannot be made, without sounding overly apologetic or defensive.Rate this question:
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- 10.
The unsolicited negative message is somewhat different than other negative messages because it is:
- A.
In response to a message.
- B.
Unexpected by the sender.
- C.
Sender initiated.
- D.
Dealing with ethics.
Correct Answer
C. Sender initiated.Explanation
The correct answer is "sender initiated" because an unsolicited negative message is one that is initiated by the sender without any prior request or invitation from the recipient. Unlike other negative messages that may be in response to a specific message or unexpected by the sender, the unsolicited negative message is intentionally initiated by the sender themselves. It may be sent for various reasons, such as expressing dissatisfaction, delivering criticism, or sharing negative feedback without being prompted or asked to do so.Rate this question:
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Current Version
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Feb 15, 2023Quiz Edited by
ProProfs Editorial Team -
Nov 15, 2017Quiz Created by
Wepoko
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