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Indicate whether the statement is true or false.
1. To take the spotlight off the bad news, place it at the end of a paragraph.
a.
True
b.
False
2. When you show that the decision for negative news was made fairly, impartially, and rationally, receivers are far more
likely to accept the negative news.
a.
True
b.
False
3. Whether to use a direct or an indirect strategy in delivering bad news to employees depends primarily on the anticipated
reaction of the receiver.
a.
True
b.
False
4. Your buffer in a bad-news message to employees could be a compliment, appreciation, or solid facts.
a.
True
b.
False
5. One of the goals of delivering bad news is to regain the confidence of the receiver.
a.
True
b.
False
6. All buffers should begin by complimenting the receiver.
a.
True
b.
False
7. All bad-news messages should be presented using the indirect strategy.
a.
True
b.
False
8. Smart managers deliver bad news to employees promptly and honestly because receiving bad news via the grapevine
can seriously damage workplace morale.
a.
True
b.
False
9. The direct strategy saves time and is preferred by some who consider it to be more professional and even more ethical
than the indirect strategy.
a.
True
b.
False
10. It is acceptable to place blame on the customer in denying a claim to protect the company from liability.
a.
True
b.
False
11. Smart business representatives always avoid calling an unhappy customer to resolve problems.
a.
True
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b.
False
12. Opening a bad-news message with Thank you for your message is considered an effective buffering strategy.
a.
True
b.
False
13. When workplace bad news involves one person or a small group nearby, you should generally deliver that news in
person.
a.
True
b.
False
14. If your message may create a hostile reaction, you should use the indirect strategy.
a.
True
b.
False
15. In order to convey empathy and sensitivity for your receiver, you should always accept blame and apologize for the
bad news.
a.
True
b.
False
16. Although a reasons-first approach and tactful tone preserve friendly relations with customers, these techniques are not
useful for bad-news messages inside an organization.
a.
True
b.
False
17. Written messages to customers are important because such messages establish a record of the problem.
a.
True
b.
False
18. The key to ethical communication lies in the motives of the sender.
a.
True
b.
False
19. If you are worried that the indirect strategy seems manipulative, you should use the direct strategy to break the bad
news bluntly even though the direct strategy may cause hard feelings and pain.
a.
True
b.
False
20. When you must refuse a request, you may sometimes offer an alternative, substitute, or compromise.
a.
True
b.
False
21. When delivering bad news, you should explain the bad news clearly to make your readers understand and, in the best
case, accept the bad news.
a.
True
b.
False
22. A buffer is a device to reduce shock or pain.
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a.
True
b.
False
23. The most important part of a bad-news message is the section that explains why a negative decision is necessary.
a.
True
b.
False
24. The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the
rejection, feels that the news was revealed sensitively, and believes that the matter was treated seriously and fairly.
a.
True
b.
False
25. As an employee, you should avoid responding to customer complaints on Twitter, Facebook, or other forms of social
media because the audience is potentially too large.
a.
True
b.
False
26. If you have any further questions, please do not hesitate to call me is a professional way to close a refusal message.
a.
True
b.
False
27. E-mail and social networks are appropriate channels for both delivering and responding to complaints.
a.
True
b.
False
28. If your receiver might overlook the bad news, it is appropriate to use the direct strategy.
a.
True
b.
False
29. If you are required to deliver bad news to your employees in person, the best technique is to gather your information
and deliver it off the cuff to appear sincere.
a.
True
b.
False
30. When irate customers sound threatening and overstate their claims, you will have the most success in getting them to
accept your explanations if you make your tone match theirs.
a.
True
b.
False
31. The closing in a bad-news communication to employees must never look forward or discuss what will happen next
because doing so can create a legal obligation.
a.
True
b.
False
32. The desire to avoid mentioning the negative news is an appropriate reason for using the indirect strategy.
a.
True
b.
False
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33. Company policy prevents us from exchanging your defective wireless router more than 30 days after you purchased it
is an example of an effective explanation.
a.
True
b.
False
34. In denial messages you must establish the proper tone and use you statements such as You would have known that cash
refunds are not available if you had read the receipt.
a.
True
b.
False
35. The reasons-before-refusal plan works well when denying claims.
a.
True
b.
False
36. If you are uncertain how the receiver will respond, use the indirect strategy to refuse requests and claims.
a.
True
b.
False
37. You should never include resale or sales promotion material in a negative-news message.
a.
True
b.
False
38. When delivering bad news, you should first determine if the negative information is newsworthy.
a.
True
b.
False
39. Every business will have unhappy customers at some point. The employee’s goal should always be to make the
customer happy, no matter what it takes.
a.
True
b.
False
40. Using the following statement in an explanation of the reasons for the bad news could help the receiver to accept the
message: Although we would like to consider installing the heating system you have offered, we are seeking a more
energy-efficient, environmentally friendly unit.
a.
True
b.
False
Indicate the answer choice that best completes the statement or answers the question.
41. When presenting the reasons for bad news, you should
a.
use positive wording.
b.
explain the reasons clearly and specifically without revealing confidential information or creating potential
legal liability.
c.
cite benefits to the reader or others.
d.
All answer choices are correct.
42. Personally delivering bad news is sometimes recommended, but written messages are important to establish a record
of the incident, to formally confirm follow-up procedures, and
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a.
to promote good relations.
b.
to denote your leadership rank.
c.
to persuade the receiver to follow your recommendations.
d.
to allow you to identify your organization and position.
43. When you must deliver bad news to one person or a small group, you should usually
a.
send a formal letter.
b.
address the issue in a department meeting.
c.
deliver the message in person.
d.
wait at least one week so that you can formulate your thoughts.
44. When writers must convey bad news, they must carefully consider all of the following except the
a.
purpose.
b.
context.
c.
audience.
d.
total number of words they use.
45. A bad-news message, whether delivered in person or in writing, is usually better received when you
a.
give the reasons before the bad news.
b.
immediately share the bad news.
c.
provide the reasons and explanations but conceal the bad news.
d.
combine the buffer and bad news.
46. Taylor must send a bad-news message to a client and indicate to her that he will be unable to meet a delivery deadline.
What should Taylor do first?
a.
Ask his supervisor to write and send the message since she has more authority.
b.
Gather information about his reasons for not meeting the deadline.
c.
Write the opening of his message.
d.
Analyze the bad news to see how it will affect his reader.
47. To project a professional image when sending a negative message, you should
a.
respond briefly without providing details.
b.
readily accept all blame.
c.
use forceful language.
d.
control your emotions.
48. 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?
a.
I must decline HAFTA‘s invitation to speak at its fall conference.
b.
HAFTA members must be looking forward to the annual fall conference in Phoenix this year.
c.
Because you requested only the benefits of juice bars and because I am only a registered nurse, I am not the
speaker you need; perhaps you should contact a juice-bar salesperson.
d.
I cannot speak at your annual conference.
49. Using the indirect strategy to prepare the reader in a bad-news message
a.
shows insensitivity to your reader.
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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.
50. In announcing negative news to employees, where should you place an alternative, when one exists?
a.
The opening
b.
The body
c.
The closing
d.
You should never provide an alternative in a bad-news message.
51. All of the following are helpful tips to deliver a bad-news message personally in the workplace except
a.
consider taking a partner if you fear a “shoot the messenger” reaction.
b.
focus on the future and avoid discussing the past or the present.
c.
think about timing and do not deliver bad news on a Friday afternoon.
d.
prepare and rehearse; outline what you plan to say.
52. As a Human Resources representative, Laura must inform Matt that his vacation request for August is not approved.
Which of the following should she do?
a.
Plan the message strategically.
b.
Ask the CEO to send the message.
c.
Wait two weeks before sending the message.
d.
Leave out an explanation about why she cannot approve requested dates.
53. Which of the following bad-news messages should be organized using the direct strategy?
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
54. Kenesha must respond to a negative comment written by a customer on Twitter. What advice should she follow?
a.
Investigate the situation thoroughly before responding.
b.
Admit that her company errored if the complaint is legitimate and try to remedy the problem.
c.
Suggest a refund or a discount on future services.
d.
Kenesha should follow all these tips.
55. When calling a customer by phone to address a problem or disappointment, you should describe the problem and
apologize, offer an explanation and resolution, and
a.
follow up with a written message that documents the phone call and promotes goodwill.
b.
suggest a face-to-face meeting to resolve any remaining issues.
c.
come to an agreement on a refund or compensation.
d.
provide resale information or promote products and services.
56. The buffer in a bad-news message should
a.
hint that good news will follow.
b.
be completely unrelated to the bad news so that receivers will not know that bad news is coming.
c.
contain information that encourages the receiver to continue reading.
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d.
deny the requested action.
57. Which of the following would be an effective way to begin a bad-news message using the indirect strategy?
a.
Complimenting the reader
b.
Providing a statement of mutual agreement
c.
Revealing the best news
d.
All answer choices would be effective techniques to open a bad-news message using the indirect strategy.
58. In deciding to share negative information about another employee to your supervisor, what question should you
consider first?
a.
Will I profit personally (promotion, bonus pay, or honors)?
b.
Was the act criminal or hostile behavior or just a one-time mistake?
c.
How should I time the information delivery (before or after a meeting)?
d.
How can I avoid being identified as the tattle tale by other employees?
59. Business communicators have many goals in conveying negative news. Which of the following is not a goal in
communicating negative news?
a.
Explaining clearly and completely
b.
Maintaining friendly relations
c.
Being fair
d.
Demonstrating the company’s superiority in the global marketplace
60. You can soften the blow of the bad news in refusing a typical request or claim by
a.
emphasizing the bad news.
b.
using the active voice.
c.
implying the refusal.
d.
accentuating the negative.
61. 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?
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.
62. Corbin must inform employees that overtime pay will be reduced from the current 2.0 factor to a 1.5 factor. Because
he anticipates a hostile reaction, which of the following sequences should Corbin use for the parts of his message?
a.
Bad news, explanation, reasons, and closing
b.
Bad news, reasons, buffer, and closing
c.
Buffer, reasons, bad news, and closing
d.
Buffer, explanation, reasons, and closing
63. Which of the following sentences presents the reason for denying a customer’s request for credit most effectively?
a.
Your request for credit has been denied.
b.
Because you have not been employed for the past 15 months and have credit debts of over $4,000, we will not
be able to grant you credit at this time.
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c.
Although your credit rating does not meet our minimum standards, we would be happy to reconsider your
application if you add a cosigner.
d.
Your failure to meet our standards will not allow us to issue you a credit account.
64. The primary benefit of using the indirect strategy to communicate bad news is that it
a.
demonstrates your writing abilities.
b.
ensures that your reasoning will be read while the receiver is still receptive.
c.
disguises the bad news.
d.
places the bad news before the explanation.
65. Which of the following is not a helpful tip for apologizing in a negative-news message?
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 without consulting your supervisor.
66. Which of the following best presents the bad news in a message refusing a customer’s claim?
a.
We are sorry that we cannot give you a full refund for your DVD player.
b.
Because you damaged the DVD player by trying to repair it yourself, we are unable to give you a full refund.
c.
The damage to your DVD player is not covered by the warranty, as explained in the enclosed copy of the
warranty that came with your DVD player.
d.
Although a full refund cannot be issued, we would be happy to repair your DVD player for a nominal fee.
67. Which of these messages most effectively conveys empathy in a bad-news message?
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.
68. 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
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.
69. The primary difference between ethical and unethical communicators is that unethical communicators
a.
intend to deceive.
b.
don’t analyze their purpose for a message.
c.
sign someone else’s name to their messages.
d.
take a reader-center approach.
70. Allison is declining a request for a monetary contribution from a charitable organization to which her employer, BMI
Industries, usually donates. Which of the following most effectively implies the refusal?
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a.
BMI Industries regrets that it cannot contribute this year, but the company hopes to be able to next year.
b.
Although our profits are being reinvested in BMI Industries this year, we hope to be able to contribute next
year.
c.
Although we cannot contribute this year, we may be able to next year.
d.
Unfortunately, we are prevented from contributing this year, but we may be able to in the future.
71. All of the following are effective techniques for softening bad news except
a.
suggesting a compromise or an alternative.
b.
positioning the bad news at the beginning or end of a paragraph.
c.
placing the bad news in a subordinate clause.
d.
using passive-voice verbs.
72. Which of the following statements about the ethics of delivering bad news is most accurate?
a.
Delaying the bad news in a message is manipulative.
b.
The indirect strategy is unethical only if the writer intends to deceive the reader.
c.
Using the indirect strategy is a way to hide the bad news from the reader.
d.
Delivering bad news is a fact of life; consequently, you need not worry about ethics.
73. Maya has decided to apologize briefly in the buffer of her bad-news message to a client. Which of the following is the
best apology?
a.
We know that you rely on your espresso machine to function properly.
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.
74. Which of the following is the most important part of a negative message?
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
75. The closing of a bad-news message may do all of the following except
a.
anticipate future relations or business.
b.
reference resale or promotional information.
c.
include coupons, samples, or gifts.
d.
restate the bad news.
76. A device to reduce the shock or pain of bad news is called a(n)
a.
explanation
b.
adjustment
c.
buffer
d.
deflector
77. What is the best advice for presenting the bad-news portion of your negative message to employees?
a.
Strive to sugarcoat the message to ease the employees’ pain.
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b.
Place the bad news in the first sentence of a paragraph.
c.
Position the bad news so that it does not stand out.
d.
Use subjective language.
78. Readers are more likely to accept negative news when
a.
the writer uses strong, forceful language.
b.
they feel that the decision was fair, impartial, and rational.
c.
the writer refers repeatedly to company policy.
d.
the message is delivered via phone rather than writing.
79. When you must refuse typical requests, you should first think about how the receiver will react to your refusal and
decide
a.
whom or what to blame.
b.
where and how to apologize.
c.
how to invite further correspondence.
d.
whether to use the direct or the indirect strategy.
80. The ability to understand and enter into the feelings of another is called
a.
audience demographics.
b.
sympathy.
c.
empathy.
d.
buffering.
81. The bad feelings associated with disappointing news can be reduced if the receiver feels that the news was revealed
sensitively, believes that the matter was treated seriously and fairly, and
a.
knows the reasons for the rejection clearly.
b.
learns of the bad news directly.
c.
understands the legal implications of the bad news.
d.
receives the bad news via certified mail.
82. The indirect strategy works best when the bad news is personally upsetting, when the news will prompt a hostile
reaction, and when
a.
the message arrives unexpectedly.
b.
firmness is necessary.
c.
the receiver may overlook the bad news.
d.
the bad news is not damaging.
83. Constructing messages saying no to emotionally involved receivers is a challenging communication task. Which of the
following is the best advice for this task?
a.
Use the refusal-before-reason pattern to present the information artfully.
b.
Place blame where blame is due, including on the customer if he or she is responsible.
c.
Avoid offering resale information because it may weaken customer confidence.
d.
Use neutral, objective language to explain the reason the claim is refused.
84. When bad news must be given to large groups of employees, which of the following digital media would be
appropriate for management to use?
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a.
E-mail
b.
An intranet post
c.
A webcast
d.
All of these would be appropriate forms.
85. Which of the following statements about writing negative messages is most accurate?
a.
Negative messages should never accept blame.
b.
Negative messages are always best delivered via phone rather than writing.
c.
Even experienced communicators are sometimes unsuccessful in meeting the goals related to negative
messages.
d.
Negative messages should be sent by the highest-level person in the organization.
86. Human Resource Specialist Julie Woodard must inform employees of a major reduction in health care benefits. When
delivering this announcement, she should apply all the following techniques except
a.
let the employees find out through the office grapevine.
b.
inform the employees promptly.
c.
deliver the news personally, if possible.
d.
be honest.
87. Which statement best demonstrates the use of positive wording?
a.
Your request for an extended warranty has been rejected because we cannot find replacement parts for your
specific product.
b.
Unfortunately, we are unable to extend the warranty.
c.
Although the warranty will not be extended, we are happy to replace your item with a similar product at no
charge.
d.
We regret to inform you that your request for an extended warranty has been denied.
88. Positive phrasing is important in bad-news messages because it
a.
keeps the reader in a receptive mood.
b.
describes what you can do instead of what you can’t.
c.
often sounds more sincere.
d.
accomplishes all of these.
89. Matt must send a refusal letter to Ryan, who recently interviewed for a job. Which of the following will be the best
closing?
a.
If you have any questions, Ryan, please do not hesitate to call me.
b.
If you had the required five years’ experience in social work, we could have included you in the final slate of
candidates.
c.
Again, Ryan, we truly regret being unable to offer you this position.
d.
We wish you all the best in your job search.
90. Which of the following sentences to employees best explains the reasons for a reduction in a company workforce?
a.
Although we would like to retain our current workforce, we have no choice but to reduce the number of
employees.
b.
We did everything possible to prevent this from happening.
c.
The decision cannot be changed.
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d.
Because of a decrease in sales, the number of employees will need to be reduced, which we know will affect all
of you.
Enter the appropriate word(s) to complete the statement.
91. Using ____________________-voice verbs enables you to depersonalize an action and cushion the bad news.
92. ____________________ is the ability to understand and enter into the feelings of another.
93. Business communicators should consider including a forward look, good wishes, a mention of freebies, or references
to resale information or promotion in the ____________________ of a bad-news message.
94. To soften bad news, many business writers choose to use the ____________________ organizational strategy.
95. All of our discretionary funds are currently earmarked for next month’s relocation, but we hope that we will be able to
support your worthwhile cause next year is an example of a(n) ____________________ refusal.
96. A bad-news message using the indirect strategy begins with a ____________________, which is a neutral but
meaningful statement that encourages the reader to continue reading.
97. A communicator who intends to deceive when writing a bad-news message is displaying ____________________
behavior.
98. The most important part of any bad-news message is the ____________________ that explain or justify the bad news.
99. When the bad news is insignificant and does not personally affect the receiver, you should use the
____________________ strategy to organize your negative news.
100. Learning of major events affecting their jobs through the grapevine or from news accounts can have a negative effect
on employee ____________________.
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