21
59) When you are refusing a routine request from someone in an established relationship, you
A) should use the indirect approach.
B) should invoke company policy if that is a possible out.
C) don’t need to invest as much time and effort as you would for other kinds of negative
messages.
D) should give the name of the person making the decision.
E) should use the direct approach.
matters.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
60) Do all of the following except ________ if you must refuse a claim.
A) show that you understand the claim
B) argue heatedly for your point of view
C) explain your refusal
D) suggest alternative action
E) stick to the facts
matters.
AACSB: Written and oral communication
Difficulty: Difficult
Classification: Critical Thinking
Learning Outcome: Describe strategies for developing negative messages
22
61) Your communication goals should include ________ if you’re sending bad news about
transactions.
A) modifying the customer’s expectations
B) changing your plan for resolving the situation
C) ignoring any damage to the business relationship
D) pinpointing what the customer did wrong
E) refusing to acknowledge the customers concerns
matters.
AACSB: Written and oral communication
Difficulty: Difficult
Classification: Critical Thinking
Learning Outcome: Describe strategies for developing negative messages
62) If the stakes are high for you or your receiver, use a(n) ________ to deliver negative
information.
A) direct approach
B) irregular approach
C) indirect approach
D) topical approach
E) persuasive approach
matters.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
23
63) Negative messages about business transactions are designed to
A) confirm the customer’s expectations.
B) explain how you plan to resolve the situation.
C) show the audience that whatever has happened, your company is not at fault.
D) let the audience know which of your employees caused the problem.
E) shield the company from liability, even if you must blame another organization.
matters.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
64) Whether or not you should apologize when delivering bad news about transactions depends
mainly on
A) how much the customer has purchased from your company in the past.
B) the medium you are using for the message.
C) how long it has been since the problem occurred.
D) the nature of the relationship with the customer.
E) if you didn’t meet agreed upon expectations.
matters.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
24
65) A woman returns a formal dress to your store, asking for a refund. The bodice is stained and
the hemline is torn, but she says she is returning it unworn because it doesn’t fit. Which of the
following would be the best way to refuse her request for a refund?
A) State that company policy prevents you from accepting the return but that if you had anything
to say about it, you’d take it back, no questions asked.
B) Restate her complaint to let her know you understand it, explain as positively as possible that
you are unable to accept the return of damaged merchandise, and recommend a tailor who can
fix the tear and alter the dress for her.
C) Challenge the woman to try on the dress and prove that it doesn’t fit.
D) Use humor to soften the blow of your refusal.
E) Let her know that she’s not the first customer to try this, and threaten to call security.
matters.
AACSB: Written and oral communication
Difficulty: Difficult
Classification: Critical Thinking
Learning Outcome: Describe strategies for developing negative messages
66) To avoid being accused of defamation, you should
A) refuse to communicate with unhappy clients.
B) make it clear to disgruntled customers that you refuse to be intimidated.
C) avoid any kind of behavior that could be considered abusive.
D) frequently refer to company policy.
E) frequently use hedge words such as “company policy” and “appears”.
matters.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
25
67) In refusing a customer’s request for an adjustment, you become concerned about possible
defamation charges. What should you do?
A) Stress why the customer is at fault.
B) Suggest that the customer do business elsewhere.
C) Consult your company’s legal advisors.
D) Speak your mind bluntly.
E) Make the refusal verbally instead of in writing.
matters.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Critical Thinking
Learning Outcome: Describe strategies for developing negative messages
68) When making negative announcements about routine business matters,
A) the direct approach is generally best.
B) the indirect approach is best in most cases.
C) it is best to combine the direct and indirect approaches.
D) there is no need to close on a positive note.
E) using a buffer is not acceptable.
matters.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
26
69) Offering discounts on future purchases, free merchandise, or other considerations in negative
messages about business transactions
A) is almost always viewed as a hollow, insincere gesture.
B) should be avoided since it acknowledges guilt.
C) is a good idea only when dealing with government contracts.
D) has been shown to worsen relationships rather than repair them.
E) can go a long way to rebuilding a customer’s confidence in your company.
matters.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
70) When you deliver bad news about business transactions (such as a delayed order shipment),
you should always apologize to the audience.
matters.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Application
Learning Outcome: Describe strategies for developing negative messages
71) One way to avoid being accused of defamation is to stick to the facts when communicating
with customers.
matters.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
27
72) List at least three guidelines that can help you avoid being accused of defamation.
matters.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Critical Thinking
Learning Outcome: Describe strategies for developing negative messages
73) When you need to inform employees that a benefit or privilege will be eliminated,
A) the best approach is to leak the news as a rumor rather than make a public announcement.
B) minimize the impact of the bad news by presenting it in as positive a light as possible.
C) use the direct approach.
D) use as many hedging words as possible.
E) explain the decision is in the employee’s best interest.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Critical Thinking
Learning Outcome: Describe strategies for developing negative messages
74) Social media and other communication technologies have created a major new challenge:
A) competing in the global marketplace.
B) researching and developing new products and services.
C) communicating up and down the corporate supply chain.
D) attracting and recruiting qualified applicants for employment.
E) responding to online rumors and attacks on a company’s reputation.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
28
75) When responding to rumors and countering negative information in a social media
environment, a company should not
A) engage customers early and often.
B) monitor online conversations.
C) rely on its reputation to protect it.
D) respond appropriately and professionally.
E) evaluate any negative messages.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Critical Thinking
Learning Outcome: Describe strategies for developing negative messages
76) A crisis management plan should
A) define operational procedures and outline communication tasks and responsibilities.
B) make provisions for concealing operational issues from the news media.
C) avoid limitations on who is authorized to speak on behalf of the company.
D) never include contact information for key executives and personnel.
E) be built based on small business standards.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Application
Learning Outcome: Describe strategies for developing negative messages
77) When a crisis hits, corporate communicators should
A) deflect blame to third parties.
B) reserve all comments for their favorite media outlets.
C) get top management involved immediately.
D) go into lockdown mode when asked questions.
E) minimize the amount of information given to the public.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
29
78) As soon as a crisis hits, companies should set up a news center for company representatives
and the media. Best practices for the news center will include all of the following except
A) releasing contact information for everyone involved.
B) having trained personnel on site around the clock.
C) directing incoming inquires to a designated spokesperson.
D) providing complete information packets to the media as soon as possible.
E) issuing frequent updates.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing negative messages
79) With the increase in the use of social media, it is important to ________ those who don’t
follow the rules of ethical communication.
A) limit website access from
B) not respond to
C) diligently guard and defend against
D) identify corporate policy for
E) hide unhappy customers and their potential for damage away from
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Synthesis
Learning Outcome: Describe strategies for developing negative messages