55) Businesspeople rarely have to deliver negative news.
56) In the close to a negative message, you should repeat the bad news.
57) The buffer for a negative message should be positive.
58) List three techniques for deemphasizing bad news.
59) 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?
60) What four guidelines should you follow in writing effective closings to negative messages?
61) Discuss guidelines for writing an effective, respectful close when using the indirect approach
for negative news.
62) Discuss the effective use of a buffer when using the indirect format for writing a negative
message.
63) Briefly describe the elements of a negative message that uses the indirect approach.
64) Which of the following is one reason the consideration of ethics is especially important when
delivering bad news?
A) The law requires all communications to be ethical and written with etiquette
B) Strong ethical standards will minimize the impact of the negative news
C) To emphasize the benefits to all stakeholders, not just those receiving the news
D) The news may impact the lives of those receiving it in a significant way
E) The message can minimize anxiety for the reader
65) Which of the following is the process of reporting unethical or illegal behavior within a
company?
A) Buffering
B) Whistle-blowing
C) Defamation
D) Goodwill
E) Crisis management
66) Which of the following statements does the best job of delivering bad news clearly and
kindly?
A) I am sorry to have to tell you that we rejected your application.
B) Because you do not have the experience we clearly listed in the job posting, we cannot offer
you the position.
C) There were many highly qualified applicants and the chosen candidate already has a CPA
license.
D) Several other applicants were far more qualified for the position than you were, so we cannot
offer you the job.
E) We have already offered the position to a more qualified candidate.
67) 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) lets the reader know your decision is final.
68) 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) bad news in the workplace is routine and should be handled as such.
69) 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) “shuffling the deck”
B) “calling the game”
C) “blowing the whistle”
D) “breaking the mold”
70) 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 can have a significant impact on the lives of those who receive them.
C) negative messages contain emotional content for both senders and receivers.
D) all of the above.
71) Emotions often run high when negative messages are involved for both the sender and the
receiver which makes high standards of ethics and etiquette important.
72) How can an organization encourage the value of whistle-blowing within the organization?
73) Discuss why ethics and etiquette are important when writing bad news messages.
74) When using the indirect approach to make a negative announcement on a routine business
matter, what should be established in the buffer?
A) Your reasons for the decision
B) An announcement of the negative news
C) As much positive information as available
D) A variety of suggestions and proposals
E) An area of mutual ground between you and the reader
75) Which format is usually most effective when rejecting suggestions and solicited proposals?
A) Direct
B) Persuasive
C) Negative
D) Indirect
E) Positive
76) What is your primary communication challenge when you are unable to comply with a
routine request?
A) Minimizing time spent on the working relationship
B) Turning the request into an unsolicited request
C) Fully and carefully explaining reasons
D) Giving a clear negative response without generating negative feelings
E) Offering alternatives, if available
77) Which of the following is an advantage to using the direct approach when refusing routine
requests?
A) It offers advice about how the audience can pursue other possibilities
B) High stakes issues become less important
C) The audience can modify their expectations of you
D) It is easier to establish a profession tone for the message
E) The audience gets their answer quickly
78) Why is using the indirect approach usually better when refusing claims and requests for
adjustments?
A) It is quicker and easier to write
B) You can include an apology and offer discounts on future transactions
C) You don’t have to include an apology
D) The customer is likely to be emotionally involved
E) There will be a stronger indication the issue is closed
79) 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) donʹt 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) avoid offering suggestions or other options available.
80) If the stakes are high for you or your receiver, use a(n) ________ to deliver negative
information.
A) intuitive approach
B) irregular approach
C) indirect approach
D) direct approach
E) persuasive approach
81) 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) show the audience other goods or services your organization can provide.
82) 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) potential ethical and legal outcomes.
E) how much you personally regret the decision made.
83) 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) have all clients sign a release from liability.
84) 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
85) Your communication goals do NOT include ________ if you’re sending bad news about
transactions.
A) modifying the customer’s expectations
B) explaining your plan for resolving the situation
C) repairing any damage to the business relationship
D) pinpointing what the customer did wrong
86) When you deliver bad news about business transactions (such as a delayed order shipment),
you should always apologize to the audience.
87) If a customer makes an unreasonable claim against your company, there is no need for you to
explain why you are rejecting it.
88) List at least three guidelines that can help you avoid being accused of defamation.
89) Identify the tasks involved when using a professional manner to refuse claims or requests for
adjustments.
90) Which of the following is considered to be the most important step in preparing to respond to
negative information on social media?
A) Monitor the conversation before responding
B) Evaluate negative messages before responding
C) Respond quickly and ethically
D) Offer a reasonable solution to make customers happy
E) Engage with stakeholders as part of a long-term strategy