11
32) One important goal of a buffer is to
A) delay stating the bad news.
B) establish common ground with your reader.
C) make your reader wonder what the message is about.
D) divert the reader’s attention to a more pleasant subject.
E) shift the blame to the reader or a third party.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
33) In the reasons section of a negative message, you should
A) prepare the reader for the negative news.
B) state the bad news directly.
C) apologize for the negative decision.
D) establish common ground with the reader.
E) indicate the company policy that leads to the bad news.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
34) One way to be tactful when giving your reasons for bad news is to
A) explain why the decision is good for you and your company.
B) focus on facts and imply the bad news.
C) explain that the decision is based on company policy.
D) apologize for having to be the bearer of bad news.
E) explain how hard the decision was to make.
AACSB: Written and oral communication
Difficulty: Difficult
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
12
35) According to the indirect approach for delivering bad news, you should place the negative
news
A) immediately after the buffer.
B) immediately before the reasons.
C) immediately after the reasons.
D) at the very end.
E) in the opening paragraph.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
36) According to your textbook, which of the following techniques is a best practice for
delivering bad news?
A) Maximize the space devoted to it.
B) Make the bad news seem trivial.
C) Withhold important information.
D) Deemphasize it visually and grammatically.
E) Emphasize how much you wish you had good news.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
37) If you ________, you can close a negative message in a positive way.
A) limit goodwill
B) suggest alternative actions
C) repeat the bad news
D) invite future correspondence
E) pretend the bad news didn’t happen
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
13
38) In a negative message, the explanation section should
A) distract readers with current events.
B) apologize for any inconvenience the message may cause.
C) lead readers to your conclusion before you state it.
D) establish common ground with the reader.
E) clearly indicate the bad news.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
39) With the exception of ________, all of the following guidelines can help you close a
negative message on a respectful note.
A) being sincere
B) managing future correspondence
C) avoiding an uncertain conclusion
D) promising an optimistic future outcome
E) expressing optimism, if appropriate
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
40) Consider the following statement: “Our profits, which have been disappointing, are only part
of the total picture.” This statement uses a ________ to deliver negative news.
A) mixed metaphor
B) parenthetical expression
C) deflective reference
D) contingent modifier
E) conditional statement
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
14
41) When delivering bad news, wording such as “We must turn down,” “I am unable to,” and
“We cannot afford to”
A) softens the blow by drawing attention away from the reader and onto the sender.
B) will impress the reader as being straightforward and forceful.
C) is likely to cause pain and anger in the reader.
D) is unavoidable.
E) displays your professionalism.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Application
Learning Outcome: Describe strategies for developing negative messages
42) When rejecting a request because of company policy, you should
A) simply cite the policy as the reason for your decision.
B) be sure to include a copy of the policy with your rejection.
C) explain the policy so the audience can try to meet the requirements later.
D) say that violating the policy will get you into serious trouble.
E) admit that you think the policy is unfair, but you have to follow it anyway.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
15
43) Encouraging additional communication in the close of a negative message
A) is expected, even if you really don’t want to discuss the matter any further.
B) should be avoided unless you are truly willing to discuss the matter further.
C) is appropriate for internal audiences, but never for external audiences.
D) should be done only if you direct the audience to contact someone else.
E) isn’t a good idea, no matter what the circumstances may be.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
44) When the bad news appears to be a logical outcome of the reasons that precede it, the reader
is more prepared to accept it.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
45) You can deemphasize bad news by minimizing the space or time devoted to it.
AACSB: Written and oral communication
Difficulty: Easy
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
16
46) Briefly describe the elements of a negative message that uses the indirect approach.
AACSB: Written and oral communication
Difficulty: Difficult
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
47) List three techniques for deemphasizing bad news.
AACSB: Written and oral communication
Difficulty: Difficult
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
48) You are faced with informing your supervisor about massive production delays. Company
policy dictates that you must provide this information in writing. What questions should you
consider when deciding between the direct and indirect approaches for your message?
AACSB: Written and oral communication
Difficulty: Difficult
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
49) What four guidelines should you follow in writing effective closings to negative messages?
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
17
50) Employees who observe illegal or unethical behavior in the workplace may resort to
________, if they’re unable to resolve the problems through normal channels.
A) stacking the deck
B) calling the game
C) whistleblowing
D) mold breaking
E) blackmail
delivering negative messages.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
51) When you must deliver bad news in the workplace, remember that
A) you should de-emphasize the news at all costs.
B) your feelings, as well as the feelings of anyone who receives the message, are irrelevant.
C) delaying, downplaying, or distorting the news may be unethical or illegal.
D) internal and external audiences will react to the news in the same way.
E) it is often easiest for the receiver if the news is delayed.
delivering negative messages.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
18
52) When you must deliver negative messages in the workplace, strive to maintain high
standards of ethics and etiquette because
A) laws and regulations dictate content and delivery of many business messages.
B) negative messages have minimal impact on the lives of those who receive them.
C) negative messages limit emotional content for both senders and receivers.
D) it is easy to determine the emotional state of the receiver.
E) there are no laws to regulate negative messages, so the writer must establish their own level of
ethics.
delivering negative messages.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
53) Employees who engage in whistleblowing
A) are disloyal and should be terminated.
B) usually haven’t tried to resolve their problems through normal channels.
C) are, in many cases, providing vital information to their employers.
D) rarely provide information of any value.
E) are not protected by any government regulations.
delivering negative messages.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
19
54) In most cases, withholding or delaying negative information in the workplace
A) can help your audience accept it.
B) will increase your credibility.
C) may be unethical or illegal.
D) will allow the situation to resolve itself.
E) can forestall legal action.
delivering negative messages.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
55) When considering sharing bad news within an organization, managers must commit to
A) determining what an employee may be implying, but not saying.
B) responding only when each detail has been researched thoroughly.
C) punishing those employees who spread bad news in the workplace.
D) limiting the communication channels.
E) listening when employees have negative information to share.
delivering negative messages.
AACSB: Written and oral communication
Difficulty: Difficult
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
20
56) When the audience is aware of the possibility of negative news, the writer should
A) use an indirect approach.
B) consider how emotionally involved the reader will be with the message.
C) minimize the bad news in the middle of a paragraph.
D) thank the audience for their understanding.
E) encourage the audience to respond with any questions they may have.
delivering negative messages.
AACSB: Written and oral communication
Difficulty: Difficult
Classification: Synthesis
Learning Outcome: Describe strategies for developing negative messages
57) When providing reasons and additional information for the bad news, the writer should
A) explain why the news could be considered positive.
B) trivialize the reader’s concerns.
C) allow the reader to think the news might be positive.
D) tell the reader how the issue could be resolved.
E) adjust the amount of detail to fit the audience and the situation.
delivering negative messages.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Critical Thinking
Learning Outcome: Describe strategies for developing negative messages
58) Rewrite the following sentence using more respectful wording: “You shouldn’t have put the
blender into the dishwasher.”
delivering negative messages.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Application
Learning Outcome: Describe strategies for developing negative messages