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Business Communication: MCQs on Negative and Persuasive Messaging, Exams of Advanced Education

Princeton UniversityAdvanced Education

A series of multiple-choice questions and answers related to business communication, focusing on crafting negative messages and persuasive communication. It covers topics such as the direct and indirect approaches to delivering bad news, strategies for responding to negative criticism, and techniques for persuasive messaging. The questions test understanding of key concepts and best practices in professional communication, making it a useful resource for students studying business communication or professionals looking to improve their communication skills. The document also includes questions on persuasive communication, such as understanding audience demographics and using emotional and logical appeals.

Typology: Exams

2024/2025

Available from 07/13/2025

Prof-Cornel
Prof-Cornel 🇺🇸

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MANG 2790 E3 TEST WITH
COMPLETE 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.
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Partial preview of the text

Download Business Communication: MCQs on Negative and Persuasive Messaging and more Exams Advanced Education in PDF only on Docsity!

MANG 27 90 E3 TEST WITH

COMPLETE 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

  1. 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
  2. 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. Crisis - ANSWER Crisis

  1. 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.
  2. 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.
  3. 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

B. Informal C. Specific D. Direct E. Indirect - ANSWER Indirect

  1. Since announcements about routine business matters are usually unexpected by theaudience, the ____________ approach is usually the better choice. A. Indirect B. Direct C. Informal D. Specific E. Targeted - ANSWER indirect
  2. If the situation is an emergency, or if someone has ignored repeated messages, the___________ approach can help you get attention quickly. A. Targeted B. Direct C. Indirect D. Informal E. Specific - ANSWER Direct
  3. When sending refusals to other employers who have requested information about a former employee of yours, your message can be brief
  1. A poorly written buffer can ________________. A. indicate your understanding of the reader's needs B. assure the reader of your attention to the request C. trivialize the reader's concerns D. establish common ground with your reader E. be relevant and sincere - ANSWER trivialize the reader's concerns
  2. Vera is composing a negative message by opening with the bad news. Vera is using the_______________ approach. A. Targeted B. Direct C. Specific D. Indirect E. Informal - ANSWER Direct
  3. Kenya makes sure that her company uses available technologies to listen to what people are saying. Which strategy is Kenya using to respond to negative criticism? A. Engage early, engage often B. Respond appropriately

C. Ignore negative feedback D. Monitor the conversation E. Evaluate negative messages - ANSWER Monitor the conversation

  1. Tino is composing a negative message by opening with a buffer. Tino is using the_______________ approach. A. Direct B. Indirect C. Targeted D. Specific E. Informal - ANSWER Indirect
  2. If the bad news might come as a shock, it is best to use the ______________ approach. A. Targeted B. Specific C. Indirect D. Direct E. Informal - ANSWER Indirect

D. Via email E. By courier - ANSWER In Person

  1. It is usually advised to take the _____________ approach when you have to convey bad news to individual employees or potential employees. A. Targeted B. Specific C. Indirect D. Direct E. informal - ANSWER Indirect
  2. In order to be effective, a persuasive ________ should include a thorough and detailed review of the facts, and be written in a positive and confident tone that indicates you deserve to be satisfied with every transaction. a. Request for action b. Claim c. Presentation of ideas d. Request for compliance e. Note - ANSWER Claim
  3. The age, gender, occupation, income, education, and other quantifiable

characteristics of the people you're trying to persuade are referred to as _______________. a. Psychology b. Personality c. Demographics d. Lifestyle e. Attitudes - ANSWER Demographics

  1. ________ messages guide possible customers through the purchasing process, butdon't ask them to make an instant decision. a. Topical b. Marketing c. Informational d. Sales e. Relevant - ANSWER Marketing
  2. The most attractive features of a product are referred to as ____________. a. Product attributes b. Product aspects c. Selling points
  1. Which of the following is true regarding persuasive arguments? a. Often a "hard sell" is necessary. b. One should rely solely on great arguments c. One should resist compromise d. The "soft sell" approach can be quite effective - ANSWER The "soft sell" approach can be quite effective
  2. The bulk of your persuasive business messages will involve ______________. a. Requests for compliance b. Requests for adjustment c. Claims d. Attempts to sway your audience with the "hard sell" tactics e. Requests for action - ANSWER Requests for action
  3. A(n) ______________ appeal draws on feelings or audience sympathies rather than on facts, figures, and rational arguments. a. Direct b. Indirect c. Emotional d. Rational

e. Targeted - ANSWER Emotional

  1. A(n) _____________________ appeal calls on reasoning and evidence a. Sentimental b. Emotional c. Aspirational d. Logical e. Passionate - ANSWER logical
  2. To convince management to add chat room capability to the company's groupwaresystem, you could explain that it is like a neighborhood community center, only online. This is an example of using __________________ to make a logical appeal. a. Inductive reasoning b. Circular reasoning c. Analogy d. Deductive reasoning e. Analytical reasoning - ANSWER Analogy
  3. The AIDA model is tailor-made for the ___________ approach. a. Informal
  1. Fabio is using the AIDA model for writing a conventional marketing and sales message. The first step in this process is ____________________. a. Build interest b. Following up after the sale c. Motivation action d. Increasing desire e. Getting the reader's attention - ANSWER Getting the reader's attention
  2. If you aren't well known and therefore need to rely more on the strength of your message than the power of your reputation, the _________ approach will probably be more successful. a. Targeted b. Direct c. Indirect d. Formal e. Informal - ANSWER Indirect
  3. _________ messages encourage potential buyers to make an immediate purchase decision. a. Relevant

b. Sales c. Informational d. Marketing e. Topical - ANSWER Sales

  1. The attempt to change an audience's attitudes, beliefs or actions is referred to as________________. a. Encouragement b. Persuasion c. Logic d. Coaxing e. Motivation - ANSWER Persuasion
  2. Steven is using the AIDA model for writing a conventional marketing and sales message. The final step in this process is ____________________. a. Motivating action b. Building interest c. Increasing desire d. Getting the reader's attention e. Following up after the sale - ANSWER Motivating Action

b. Rational c. Deductive d. Analytical e. Empirical - ANSWER Inductive

  1. The term used to describe what the user experiences or gains from the product is referred to as the product _____________. a. Aspects b. Benefits c. Characteristics d. Attributes e. Features - ANSWER Benefits
  2. A persuasive ________ involves trying to change your audience's feelings or beliefs on a subject, without asking them for action at this point. a. Claims b. Request for compliance c. Presentation of ideas d. Request for action e. Request for adjustment - ANSWER Presentation of ideas
  1. The combination of forces that drive people to satisfy their needs is referred to as_______________. a. Inspiration b. Drive c. Ambition d. Motivation e. determination - ANSWER Motivation
  2. After you get a general sense of your subject area, create a(n) _____________________ that outlines the problem or purpose of your research. This can be the decision you need to make or the conclusion you need to reach at the end of the process. a. Statement of purpose b. Theory c. Problem statement d. Issue statement e. Hypothesis - ANSWER Problem statement
  3. Which of the following use human editors to categorize and evaluate websites?