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Business Communication Essentials, 8e (Bovee/Thill)
Chapter 8 Writing Negative Messages
1) Which of the following is not one of the five goals when delivering bad news?
A) To bring new customers to your business
B) To convey the bad news
C) To maintain as much goodwill as possible
D) To maintain a good image for the organization
E) To eliminate the need for future correspondence on the matte
2) After developing a clear purpose, what is the next step in preparing to write the negative
message?
A) Being upfront and honest with those you need to send the message to
B) Sharing the unwelcome news
C) Writing a message that is sensitive and honest
D) Gathering information the audience needs to understand and accept the message
E) Clarify your qualifications
3) When delivering negative news using the direct approach, what does the message open with?
A) Neutral buffer
B) Bad news
C) Reasons for the decision
D) Plan of action
E) Positive statement aimed at maintaining a good relationship
4) When delivering negative news using the direct approach, which of the following would
comprise the body of the message?
A) Neutral buffer
B) Bad news
C) Information that may help the audience
D) Reasons for the bad news, then the news
E) Positive statement aimed at maintaining a good relationship
5) When delivering negative news using the direct approach, how should the message end?
A) With a positive statement aimed at maintaining a good relationship with the audience
B) With a reminder of the bad news
C) With advice on how to prevent negative issues from arising in the future
D) With a neutral close
E) With a plan of action
6) When using the indirect approach to deliver negative news, what does the message open with?
A) Neutral buffer
B) Bad news
C) Reasons for the decision
D) Plan of action
E) Positive statement aimed at maintaining a good relationship
7) When using the indirect approach to convey negative news, what should be in the middle, or
body of the message?
A) Neutral buffer
B) Bad news
C) Information that may help the audience
D) Reasons for the bad news, then the news
E) Positive statement aimed at maintaining a good relationship
8) Writing negative news with sensitivity and clarity helps the reader do what?
A) Understand the message
B) Accept the message
C) Increase their desire to improve
D) Take the message personally
E) Respond to the message appropriately
9) All negative messages should be what?
A) Factual, impersonal and objective
B) Factual, positive and clear
C) Clear, complete and concise
D) Objective, complete and concise
E) Personal, complete and concise
10) When writing a negative message, wording should be as positive as possible.
11) Delaying the delivery of the bad news can be illegal in some cases.
12) When writing a bad news message, wording should convey the sense of bad news by
emphasizing negative phrasing.
13) Discuss how to determine if a direct or indirect format should be used when conveying bad
or negative news.
14) List and discuss the five goals to keep in mind when delivering bad news.
15) In addition to making the message as short as possible, what is the advantage to using a
direct format for bad news messages?
A) The direct format increases understanding.
B) The direct format increases acceptance.
C) The direct format clearly identifies the bad news so fewer assumptions are made.
D) The direct format saves the reader time.
E) The direct format saves the writer time.
16) What does the introductory paragraph in a direct format bad news message do for the reader?
A) It softens the blow of the bad news.
B) It offers a neutral buffer.
C) It explains why the decision was made before telling the reader what the decision is.
D) It explains the credentials of the writer.
E) It shares the bad news.
17) To avoid being too blunt, a direct format bad news message should include which of the
following in the opening paragraph?
A) A statement that establishes common ground with the reader
B) The credentials of the writer
C) The bad news in the most positive terms possible
D) Why the decision was made
E) A neutral buffer
18) When writing negative news, what should follow the direct opening?
A) A sincere apology
B) The negative news
C) A neutral buffer
D) An explanation of who you are
E) An explanation of how the negative situation came to be
19) Which of the following would be the most likely reason to include a detailed explanation of
how the negative news came to be when writing a direct message for bad news?
A) The reasons are confidential.
B) The reasons are complicated.
C) The reasons are not important to the reader.
D) The reader is an important customer.
E) There is no need to worry about the long-term relationship with the audience.
20) Which of the following would be most appropriate when closing a direct format message
with negative news?
A) Offer a sincere apology.
B) Offer contact information in the event the reader wants to further discuss the issue.
C) Provide reasons for the news.
D) Close on a respectful note.
E) End on a cheerful, positive note that minimizes the impact of the negative news.
21) Which of the following is the most appropriate apology when writing a negative news
message?
A) "I am sorry you had a problem with this product, and please know this issue will never
happen again."
B) "If this issue has created any problems for you, we are sorry."
C) "I am sorry to hear of your difficulties with this product."
D) "I am sorry to hear of your difficulties, as we sell millions of these products a year and no one
else has expressed any concern with them."
E) "I am sorry if anyone had difficulties with this product."
22) Which of the following is true of including an apology in a message?
A) Apologizing is the same as admitting mistake.
B) Apologizing could have significant legal consequences.
C) Apologizing allows the writer to express sympathy without accepting blame.
D) Apologies should always be made when expressing negative news.
E) Apologies should only be used when a long-term business relationship needs to be salvaged.
23) When writing a direct format bad news message, reasons for the decision or news should
always be provided.
24) An apology can be simply an expression of sympathy that something negative has happened.
25) When closing a negative message that has been developed in a direct format, the close of the
message should remind the reader why they should continue to do business with your firm in the
future.
26) Discuss the advantages of using the direct format for negative news messages and how to
develop a strong opening paragraph for this format.
27) Discuss the reasons why a writer should, or should not, include an apology when using the
direct format for a negative news message.
28) Why would an indirect approach be better to use when the audience will be disappointed
with the news?
A) An indirect approach is better at obscuring the bad news.
B) An indirect approach eases the blow of the news and helps the reader accept the news.
C) An indirect approach is more ethical than a direct approach for dealing with bad news.
D) An indirect approach is better at limiting responsibility on the part of the organization.
E) An indirect approach allows the opportunity for an apology in the body of the message.
29) How should a message that was developed using the indirect approach open?
A) With a neutral buffer
B) With an introduction to the writer
C) With an apology for the news
D) With reasons for the news
E) With a statement of the news
30) Which of the following is least effective in an opening buffer?
A) A sincere apology
B) Assurance for the reader that they have your attention
C) An understanding of the reader's needs
D) An introduction to the general subject matter
E) Establishing common ground with the reader
31) Which of the following helps to create an effective buffer in a message with negative news?
A) A statement to minimize the reader's concerns
B) A statement that is relevant and sincere
C) A statement that diverts attention from the problem
D) A statement that makes the reader think the message is actually good news instead of negative
news
E) A statement that includes flattery or irrelevant information
32) When writing a buffer that includes information that is favorable to the reader, what type of
buffer is being used?
A) Agreement
B) Appreciation
C) Good news
D) Understanding
E) Fairness
33) Using a statement in the buffer such as "So that you can more easily find the printer with the
features you need, we are enclosing a brochure that describes all the Epson printers currently
available" is an indication of what?
A) Cooperation
B) Fairness
C) Good news
D) Understanding
E) Resale
34) Which part of an indirectly formatted message serves as a transition to the purpose of the
message?
A) The apology
B) The news
C) The reasons for the news
D) The buffer
E) The explanation of company policy
35) What is the goal of explaining the reasons for the decision before providing the decision?
A) The readers are less likely to see the bad news in the middle of the paragraph.
B) The reader can follow the line of reasoning and is ready for the news.
C) The reader has time to calm down during the reading process when they know bad news is
coming.
D) This writing style helps the writer better organize their thoughts, allowing them to soften the
blow of the bad news.
E) This writing style allows the writer to minimize their responsibility for the news.
36) When giving reasons for the decision, how should they be ordered?
A) Most negative first
B) Most controversial first
C) Most positive first
D) Most general first
E) Most detailed first
37) What should immediately follow the reasons for the decision when writing a bad news
message using the indirect format?
A) A neutral buffer
B) The bad news
C) Contact information in the event the reader wants more information
D) Information on what the reader can do to avoid similar bad news in the future
E) An alternative to the bad news
38) When providing the bad news, which of the following would do least to minimize the
potential negative feelings from the bad news?
A) Devote as little space to the actual bad news as possible.
B) Devote as little time to the explanation of the bad news as possible.
C) Use specific and concrete terms to ensure understanding of the bad news.
D) Subordinate the news within a complex or compound sentence.
E) Place the bad news in the middle of the paragraph.
39) Which of the following is least effective at conveying negative information as clearly and
kindly as possible?
A) Embed the bad news in the middle of the paragraph.
B) Suggest you might reverse the decision if circumstances change.
C) Emphasize what you can do rather than what you cannot do.
D) Imply the bad news instead of specifically stating the news.
E) Minimize the space devoted to the news.
40) When ending a message using the indirect format, what should be emphasized to the reader?
A) They should contact you if they have questions
B) The decision can be reversed and is open to discussion
C) Respect for the reader regardless of the decision
D) Suggestions on how to improve the reader's success in future endeavors
E) The bad news
41) When ending an indirect message, a statement such as "I trust our decision is satisfactory"
does what for the reader?
A) Avoids an uncertain conclusion
B) Helps to manage future correspondences
C) Expresses optimism
D) Opens the opportunity for further discussion
E) Shows the writer's sincerity
42) A good buffer needs to trivialize the reader's concerns.
43) It is appropriate to imply bad news rather than specifically state the news.
44) An effective buffer serves as a transition to the explanation and information section of the
indirect message.
45) Discuss the methods to develop an effective conclusion to a bad news message.
