大学MOOC 商务英语写作2(宜春学院)1450734168 最新慕课完整章节测试答案
Unit6NegativeMessages第六章负面消息沟通
第六单元测验
1、单选题：
Every business person will need to write a negative business message that may disappoint, irritate, or anger the receiver; these messages must be written
选项：
A: thoughtfully.
B: by top-level management only.
C: by any department with legal department final approval.
D: deceitfully.
答案: 【 thoughtfully.】
2、单选题：
Using the indirect strategy to prepare the reader in a bad-news message
选项：
A: shows insensitivity to your reader.
B: allows you to confuse or distract the reader.
C: helps you keep the reader's attention until you can explain the reasons for the bad news.
D: demonstrates your ability to vary your strategies.
答案: 【 helps you keep the reader's attention until you can explain the reasons for the bad news.】
3、单选题：
You will use the direct strategy for your message when the bad news is not damaging, when the receiver might overlook the bad news, when directness is preferred, and when
选项：
A: the bad news threatens the customer relationship.
B: the bad news is unexpected.
C: firmness is necessary.
D: the bad news will provoke a hostile reaction.
答案: 【 firmness is necessary.】
4、单选题：
Which of the following is the most important part of a negative message?
选项：
A: A positive, forward-looking closing
B: A neutral buffer
C: An explanation of the reasons for the bad news
D: The bad news itself
答案: 【 An explanation of the reasons for the bad news】
5、单选题：
Which of the following bad-news letters is best suited to a direct strategy?
选项：
A: An announcement of changes in business services
B: A layoff notice for a long-time employee
C: A denial of benefits on an insurance claim to an angry customer
D: A notice of an unexpected plant closure to the city council and mayor
答案: 【 An announcement of changes in business services】
6、单选题：
Which of these patterns is typical for bad-news messages presented in the indirect strategy?
选项：
A: Buffer, reasons, bad news, and goodwill closing
B: Buffer, bad news, and goodwill closing
C: Explanation, bad news, buffer, and closing
D: Bad news, explanation, and goodwill closing
答案: 【 Buffer, reasons, bad news, and goodwill closing】
7、单选题：
The direct pattern, with the bad news first, would be appropriate when you are
选项：
A: cancelling your weekly sales meeting.
B: informing employees of a major increase in their health insurance premiums.
C: turning down a request for a charitable contribution.
D: denying a customer's request for a credit increase but wanting to continue business with the customer.
答案: 【 cancelling your weekly sales meeting.】
8、单选题：
Joey must send a bad-news message to a client, telling her that he will be unable to meet a delivery deadline. What should Joey do first?
选项：
A: Select a soothing color of stationery for the message.
B: Gather information about his reasons for not meeting the deadline.
C: Write his buffer statement.
D: Analyze the bad news to see how it will affect his reader.
答案: 【 Analyze the bad news to see how it will affect his reader.】
9、单选题：
Porter Grace, RN, is declining an invitation to speak about the health benefits of juice bars at the fall conference of the Health and Fitness Trainers Association (HAFTA). Which of the following is the most effective buffer?
选项：
A: I must decline HAFTA's invitation to speak at its fall conference.
B: HAFTA members must be looking forward to your annual fall conference to be held in Phoenix this year.
C: Because you requested only the benefits of juice bars, as a registered nurse I am not the speaker you need; perhaps you should contact a juice-bar salesperson.
D: I am delighted to receive your invitation to speak about health benefits of juice bars at HAFTA's fall conference!
答案: 【 HAFTA members must be looking forward to your annual fall conference to be held in Phoenix this year.】
10、单选题：
Which of the following is not a helpful tip for apologizing in a negative-news message?
选项：
A: Be sincere and explain what you will do to prevent recurrence.
B: Accept responsibility.
C: Focus on your regret.
D: Use good judgment, and do not admit blame if it might prompt a lawsuit.
答案: 【 Focus on your regret.】
11、单选题：
Maya has decided to apologize briefly in the buffer of her bad-news letter to a client. Which of the following is the best apology?
选项：
A: We take full blame for your espresso machine malfunctioning and realize that it may have even eventually caused an injury.
B: We apologize for any inconvenience this may have caused.
C: We sincerely apologize for the problems you experienced with your espresso machine. To prevent recurrence of this problem, we will recalibrate the heating element at no charge to you.
D: It is unfortunate that you are unhappy with your espresso machine.
答案: 【 We sincerely apologize for the problems you experienced with your espresso machine. To prevent recurrence of this problem, we will recalibrate the heating element at no charge to you.】
12、单选题：
Which of these messages most effectively conveys empathy in a bad-news message?
选项：
A: You have every right to be disappointed. I am truly sorry that our product failed to perform as expected.
B: I am deeply saddened that your service failure disrupted our sale, and we will do everything in our power to improve our future performance.
C: We did not intentionally delay the shipment, and we will not accept the disappointment and frustration you have expressed.
D: It is with great regret that we must take this step, but you have left us no choice.
答案: 【 You have every right to be disappointed. I am truly sorry that our product failed to perform as expected.】
13、单选题：
You must decline an employee's request to telecommute three days per week. Which of the following statements best explains why this bad news is necessary?
选项：
A: Our current company policy does not allow telecommuting.
B: Unfortunately, we regret that we are unable to afford the expenses associated with telecommuting.
C: Your daily presence in the office is important to ensure regular customer contact.
D: Your work standards cannot be relied on unless we are able to observe you at your workstation.
答案: 【