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Chapter 07: Delivering Bad-News Messages
Multiple Choice
1. Which of the following is true of face-to-face delivery of bad news?
a.
It lacks nonverbal cues.
b.
It decreases the potential for escalation of emotion.
c.
It enables immediate feedback.
d.
It runs the risk of misinterpretation of a message.
2. In the context of conveying bad-news messages, _____ carries a level of discomfort and the potential for escalation of
emotion.
a.
email communication
b.
instant messaging
c.
a letter
d.
personal delivery
3. Which of the following is a similarity between conveying bad news electronically and personally?
a.
Both prevent the misinterpretation of messages.
b.
Both provide the benefit of immediate feedback.
c.
Both require empathy and tact.
d.
Both reduce the potential for escalation of emotion.
4. When delivering a bad-news message, if the refusal appears in the first sentence of the message, _____.
a.
the message is easily accepted
b.
the supporting details need not be presented
c.
the reader's reaction is likely to be negative
d.
the reader tends to concentrate on understanding the supporting details
5. In the context of writing a bad-news message using the inductive outline, which of the following precedes the step that
presents facts, analysis, and reasons for the refusal or bad news?
a.
The step that includes a counterproposal
b.
The step that states the bad news using a positive tone
c.
The step that puts forward a neutral idea and then leads to refusal
d.
The step that indicates a continuing relationship with the receiver
6. An advantage of using the inductive sequence in a bad-news message is that the inductive sequence of ideas:
a.
does not need a suggestion of counterproposal.
b.
saves the reader's time by stating the refusal before providing reasons.
c.
does not require any explanation.
d.
de-emphasizes the refusal by closing on a neutral or pleasant note.
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Chapter 07: Delivering Bad-News Messages
7. In a bad-news message, placing the refusal in the first sentence can be justified if the message:
a.
addresses a significant matter.
b.
is intended to demonstrate the sender's authority.
c.
is a response to legal and ethical requests.
d.
contains constructive criticism.
8. Gwen, a manager at Exude Apparel Inc., received a message from a customer requesting a replacement for a purchased
pair of shoes. Exude Apparels has a clearly stated no-return policy. Gwen responded to the customer denying the request
in a tactful and clear manner. Despite this, the customer submitted a second request. In this scenario, in which of the
following ways should Gwen handle the second request?
a.
She should ignore the second request.
b.
She should write the second response using the inductive approach.
c.
She should place the refusal in the first sentence of her second response.
d.
She should resend the first response.
9. In the context of the inductive outline used in delivering bad-news messages, the introductory paragraph of a bad-news
message should:
a.
state the bad news directly followed by a discussion of reasons.
b.
let the audience know what the message is about without stating the obvious.
c.
lead the audience to expect good news.
d.
include a counterproposal or "silver lining" idea.
10. To make a bad-news message effective, _____ can be incorporated into the beginning paragraph.
a.
evidence
b.
remorse
c.
jargon
d.
resale
11. Which of the following is an idea that you can incorporate into an effective beginning paragraph of a bad-
news message?
a.
When there is positive and negative information to be conveyed, state the negative news first.
b.
Introduce the refusal of a current request by referring to the initial transaction.
c.
Begin the refusal with a statement that leads the audience to expect good news.
d.
Always present the main idea in the first statement of the message.
12. Which of the following is a guideline you should follow when developing the reasons section of a bad-news message?
a.
Use the deductive approach.
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Chapter 07: Delivering Bad-News Messages
b.
Keep the reasons behind the refusal of a request ambiguous.
c.
Include "company policy" as one of the reasons.
d.
Read the section aloud to identify flaws in logic.
13. Which of the following is true of the reasons section of a bad-news message?
a.
It should be written using the deductive approach if it is a significant matter.
b.
It should always be presented as a "silver lining" idea.
c.
It should include "company policy" as one of the reasons.
d.
It should emphasize how the audience will benefit from the decision.
14. Who among the following individuals follows a good practice when developing a bad-news message?
a.
Dan, a manager at Oak Inc., who avoids providing reasons to support the refusal
b.
Aaron, a manager at Calibon Inc., who avoids using company policy as a reason for the refusal
c.
Meena, a manager at WillWare Inc., who avoids emphasizing how her audience will benefit from the decision
d.
Rachel, a manager at TechnoGram Inc., who avoids using the inductive approach when writing the message
15. Which of the following should be followed when writing a bad-news statement?
a.
The bad-news statement should be included in the opening paragraph.
b.
The bad-news statement should never subordinate the refusal.
c.
The bad-news statement should always be presented indirectly.
d.
The bad-news statement should be written in passive voice.
16. Using _____ helps subordinate the refusal in a bad-news message.
a.
trite statements
b.
specific terms
c.
active verbs
d.
abstract nouns
17. Which of the following is true of a counterproposal?
a.
It increases the need to state the refusal directly.
b.
It always represents a tangible benefit.
c.
It helps preserve a relationship with the receiver.
d.
It always precedes the refusal.
18. In the context of bad-news messages, a(n) _____ is likely to eliminate the need to state the refusal directly
because it states what can be done.
a.
counterproposal
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Chapter 07: Delivering Bad-News Messages
b.
review
c.
agenda
d.
criticism
19. Steve, a recruiter at Argon Inc., interviews Eric, an engineering graduate. After the interview, Steve writes a message
to Eric stating that he has not been selected. In the message, he also suggests that Eric apply for other suitable openings at
Argon. The suggestion made by Steve is an example of a(n) _____.
a.
counterproposal
b.
review
c.
agenda
d.
resale
20. Which of the following should be avoided when writing the closing paragraph of a bad-news message?
a.
Statements that encourage future controversy
b.
Statements that offer a counterproposal
c.
Statements that include general terms and abstract nouns
d.
Statements that restate an appealing idea stated previously
21. The closing sentence of a bad-news message should:
a.
restate the refusal.
b.
avoid a counterproposal.
c.
be longer than the preceding paragraphs.
d.
add a unifying quality to the message.
22. Which of the following can make the closing paragraph of a bad-news message pleasant?
a.
Restating the refusal
b.
Including a decision that merits an apology
c.
Including a forward-looking idea
d.
Inserting trite statements
23. When refusing a request for a favor, the writer should:
a.
use the inductive approach.
b.
provide a vague reason to minimize disappointment.
c.
use the deductive outline.
d.
state the refusal before providing reasons.
24. Melody, a manager at Wisbane Inc., received a message from an employee requesting a change in his work timings.
However, she had been instructed by her superiors that the company work timings must be strictly followed without any
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Chapter 07: Delivering Bad-News Messages
alteration. Which of the following guidelines should Melody follow when composing the message denying the employee's
request?
a.
She should place the bad news in the independent clause of a simple sentence.
b.
She should compose the message in active voice.
c.
She should state the refusal before providing reasons.
d.
She should give reasons that will seem logical to the employee.
25. Ashton, a customer care executive at Millington Technologies Inc., receives a message from a customer requesting
free service for a laptop whose warranty has expired. Which of the following guidelines should Ashton follow when
composing the message denying the customer's claim?
a.
He should avoid closing the message with resale or sales promotional material.
b.
He should avoid providing an explanation for the refusal.
c.
He should avoid stressing the actions that should have been taken to avoid the problem.
d.
He should avoid offering possible alternatives to resolve the problem.
26. The _____ requires that a credit applicant be notified of the credit decision within 30 calendar days following
application.
a.
Consumer Credit Protection Act
b.
Fair Credit Reporting Act
c.
Accurate Credit Transactions Act
d.
Equal Credit Opportunity Act
27. Mark, a senior editor at Logi Corp., is in charge of editing the articles written by Bruno, a newly hired employee. He
notices many grammatical errors in Bruno's articles and decides to write a feedback message to Bruno. Which of the
following guidelines should Mark follow when composing the message?
a.
He should include specific, verifiable facts.
b.
He should write the message using the deductive outline.
c.
He should write a short, general message.
d.
He should use evaluative words while presenting opinions about Bruno's abilities.
28. _____ is a persuasive technique used to influence a receiver's perception of a situation.
a.
Brainstorming
b.
Liaising
c.
Framing
d.
Stroking
29. Which of the following is true of negative organizational news?
a.
Employees seldom want to know about situations adversely affecting their organization.
b.
Effective managers recognize that employee morale and public goodwill are easy to repair even after they are
damaged.
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Chapter 07: Delivering Bad-News Messages
c.
Employees who are aware of their organization's potential problems feel disconnected from the organization.
d.
Managers who can communicate negative information in a sensitive, honest, and timely way can calm fears.
30. Which of the following is a difference between a printed memo and an email message?
a.
An email message is more effective than a printed memo for communicating official information.
b.
A printed memo is used for internal communication, whereas an email message is used for external
communication.
c.
An email message is a more formal communication channel than a printed memo.
d.
A printed memo is more effective than an email message for communicating sensitive information.
31. Which of the following is true of a crisis situation in an organization?
a.
While responding to a crisis, a common message should be communicated to both internal and external
audiences.
b.
An accident crisis includes accidents or harm caused by human error as well as organizational misdeeds.
c.
A potential crisis situation cannot be determined in terms of areas of vulnerability.
d.
The type of crisis should be identified during crisis response in order to better develop communication
messages.
32. In a(n) _____, the event is considered purposeful and includes accidents or harm caused by human error as
well as organizational misdeeds such as fraud.
a.
preventable crisis
b.
accidental crisis
c.
victim crisis
casualty crisis
True / False
33. An organization's ability to handle difficult situations with tact and empathy powerfully influences the perceptions of
employees.
a.
True
b.
False
34. Face-to-face delivery of bad news increases the probability of misinterpretation of the news.
a.
True
b.
False
35. If a bad news is presented in the first sentence, the news is likely to be unimpactful.
a.
True
b.
False
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Chapter 07: Delivering Bad-News Messages
36. Placing a refusal in the first sentence of a message can be justified if the message is the second response to a
repeated request.
a.
True
b.
False
37. When a message contains a request that must be refused and another that is being answered favorably, the
refusal must always be stated first.
a.
True
b.
False
38. An expression of gratitude could be used as a positive beginning to a bad-news message.
a.
True
b.
False
39. The statement preceding the refusal in the introductory paragraph of a bad-news message should imply that
an affirmative decision will follow.
a.
True
b.
False
40. The reasons section of a bad-news message need not emphasize how the audience will benefit from the
decision.
a.
True
b.
False
41. The best reason for a refusal is "company policy" because it requires no further explanation.
a.
True
b.
False
42. Using the deductive outline helps subordinate the refusal in a bad-news message so that the reasons get the
deserved emphasis.
a.
True
b.
False
43. Offering a counterproposal in a bad-news message can assist in preserving future relationships with the
audience.
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Chapter 07: Delivering Bad-News Messages
a.
True
b.
False
44. The closing paragraph of a bad-news message must restate the refusal.
a.
True
b.
False
45. Sales promotional material must never be included in a bad-news message.
a.
True
b.
False
46. It is a good idea to use the deductive approach for refusing requests for a favor, an action, or even a
donation.
a.
True
b.
False
47. Issuing a one-line statement using "company policy" as the reason is considered to be adequate while rejecting
employee requests.
a.
True
b.
False
48. Claim refusals are not necessary when a warranty does not apply or has expired or a customer has misused a product.
a.
True
b.
False
49. Credit refusals cannot serve as order acknowledgments when requests for credit are accompanied with an order.
a.
True
b.
False
50. The Equal Credit Opportunity Act requires that a credit applicant be notified of the credit decision within 10 calendar
days following application.
a.
True
b.
False
51. In the decision to communicate about negatives, the primary consideration is intent.
a.
True
b.
False
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Chapter 07: Delivering Bad-News Messages
52. Legal and ethical risks can be avoided by reframing a situation as a criticism.
a.
True
b.
False
53. Reframing negative situations is almost always a preferred method for dealing with bad news unless doing so is
deemed manipulative or deceptive.
a.
True
b.
False
54. Effective managers recognize that employee morale and public goodwill are easy to repair even after they are
damaged.
a.
True
b.
False
55. When delivering negative organizational news, convey the bad news as late as possible.
a.
True
b.
False
56. When delivering negative organizational news, it is not necessary to give out every minute detail to the external
stakeholders of the organization.
a.
True
b.
False
57. Email is the most effective channel for communicating negative organizational news.
a.
True
b.
False
58. In the context of crisis in organizations, victim crisis includes natural disasters, workplace violence, product
tampering, and rumors.
a.
True
b.
False
Essay
59. Explain the advantages and disadvantages of delivering bad news personally and electronically.
60. Describe the components of the inductive outline used in writing bad-news messages.
61. Discuss the circumstances under which the deductive approach to delivering a bad-news message is
justified.
62. List the guidelines you should follow when developing the reasons section of a bad-news message.
63. Discuss the different techniques you can use to subordinate the refusal in a bad-news message.
64. Explain how a counterproposal can be used to preserve a relationship with the reader when denying a
request or when delivering bad news.
65. Indicate the ways in which a bad-news message can be ended on a positive note.
66. Describe how a claim refusal should be written.
67. Describe the features of an effective claim denial.
68. Describe the legal implications involved in denying credit.
69. Discuss the risks and benefits of delivering criticism. Describe the factors that need to be considered before
communicating about negatives.
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Chapter 07: Delivering Bad-News Messages
70. Janelle, a medical assistant, was hired at an outpatient medical center. Her supervisor found an error she made on a
patient's record and sent Janelle an email. Edit the email to make it a good example of constructive criticism.
"I just want you to know how angry I am to find an error on Mr. Smith's record yesterday. How can you be so careless
about such an important thing? There is absolutely no room for carelessness in this job because people's lives depend on
us! I have fixed the error, but if this ever happens again, you may lose your job."
71. Summarize the guidelines for breaking bad news to employees and the public.
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Chapter 07: Delivering Bad-News Messages
72. You are the president of Technik Inc. Global competition and reduced market share have sent profits on a downward
spiral, and as a result, you need to layoff some employees. Nearly 10 percent of the employees will have to be laid off in
one week. They will receive two weeks' severance pay, accrued sick leave pay, and career consulting from the human
resources department. Write an interoffice memorandum announcing this negative organization news.
