46) When developing a statement of the bad news in an indirect formatted message, what
techniques can be used to present the bad news as kindly and clearly as possible?
47) Which of the following would generally be written using a direct format?
A) Refusing social networking recommendation requests
B) Refusing requests for recommendations
C) Refusing requests for claims and adjustments
D) Rejecting suggestions and proposals
E) Refusing routine requests
48) Which of the following would not be an appropriate step when making an internal
announcement that is unexpected and of a negative nature?
A) Open with a buffer that established mutual ground.
B) Advance the reasoning for the decision.
C) Announce the change or the bad news.
D) Close with as much positive information as appropriate under the circumstances.
E) Post a blog thread and allow employees to discuss the changes using social media.
49) When you need to refuse a routine request that you accepted in the past, what should be the
focus of the message?
A) Maintaining the working relationship
B) Softening the bad news by indicating the issue is still under consideration
C) Limiting alternatives so as not to mislead the audience
D) Implying that other assistance might be available, even if it isn’t
E) Implying that other information might be available, even if it isn’t
50) Which of the following is a goal when handling bad news about transactions?
A) Stating your reasons as quickly as possible
B) Stating your reasons as negatively as possible
C) Stating the bad news as clearly as possible
D) Explaining how you plan to resolve the situation as clearly as possible
E) Avoiding details about the situation as much as possible
51) When the customer has no established expectation, which of the following should be the
focus of the bad news message?
A) Resetting the expectations that are assumed by the writer
B) Explaining how you plan to resolve the problem
C) An apology
D) An explanation of what went wrong
E) Information on the situation
52) When developing bad news messages about transactions, what do many firms include in an
attempt to repair the relationship?
A) An element of apology
B) An explanation of what the customer should now expect
C) An explanation of what is being done to resolve the situations
D) An offer of a discount on future orders
E) An explanation of what type of performance can be expected in the future
53) What is the purpose of offering free merchandise or other considerations when a firm has bad
news regarding a transaction?
A) To salvage as much of the original order as possible
B) To encourage a new order to replace the current transaction
C) To rebuild the customer’s confidence in your company
D) To encourage the placement of an even larger order
E) To bundle the shipment with the previous transaction for an even greater cost savings
54) When refusing a claim or request for adjustment, what should be the goal of the indirect
format message?
A) Explaining to the audience how to prevent similar issues in the future
B) To avoid accepting responsibility while not blaming the customer
C) To start a dialog with the customer on potential solutions
D) To demonstrate why you cannot comply
E) To minimize the potential for legal action by the reader
55) To avoid defamation charges, which of the following would be the best practice?
A) Resist the temptation to call someone dishonest or incompetent
B) Only make charges of dishonesty in writing
C) Only make charges of dishonesty verbally, eliminating the record of the charges
D) Use language that creates the biggest impact on the person’s reputation
E) Make the charges anonymously on social media
56) To successfully sue for defamation, what must be proven?
A) The language used was purposely abusive.
B) The language injured the person’s reputation.
C) The information was accurate and fact based.
D) Anger or malice was the inspiration for the message.
E) The message was approved by the company’s legal advisors.
57) Which of the following would be the most appropriate choice to avoid accusations of
defamation?
A) Use words that sound confident and convincing.
B) Use vague information that is open to interpretation.
C) Minimize abusive language verbally, and never in writing.
D) Emphasize a desire for a good relationship in the future.
E) Consult the company’s legal advisers before sending out any message that conveys bad news.
58) Written statements that are false and damage someone’s reputation are considered
defamation.
59) Being verbally abused by a customer is an example of defamation.
60) Customers who make requests for claims or adjustments tend to be more emotionally
involved in the outcome of the request.
61) Discuss how to best address the needs of the customer when denying a claim or request for
an adjustment.
62) As a manager, when delivering bad news to employees, which of the following would be the
most appropriate channel of delivery?
A) Social networking site
B) Email
C) In person
D) Via telephone
E) Formal written documents
63) Why is the indirect format usually a better choice when sending negative employment
messages?
A) Recipients tend to have an emotional stake in the message.
B) There is less control over the message in other formats.
C) Indirect formatted messages regarding employment are more sensitive than face-to-face
conversations.
D) Indirect formatted messages regarding employment are quicker to write.
E) A direct format can be taken as a personal slight and a threat to the applicants future.
64) Which of the following negative employment messages can sometimes be handled by simply
ignoring the issue?
A) Refusing requests for recommendations
B) Refusing social networking recommendation requests
C) Rejecting job applicants
D) Giving negative performance reviews
E) Terminating employment
65) When refusing to send information about employees, which of the following is the best way
to handle the message?
A) The message should be direct.
B) The message should be detailed, but direct.
C) The message should be brief and direct.
D) The message should be detailed and objective.
E) The message should be detailed and indirect.
66) When refusing an applicant’s direct request for a recommendation, which of the following is
the best format?
A) The message should be detailed and indirect.
B) The message should imply the refusal, suggest an alternative and use a polite close.
C) The message should directly state the refusal, suggest an alternative and use a close that
encourages questions if necessary.
D) The message should be curt and direct.
E) The message should be brief and indirectly imply the refusal.
67) Which of the following is more likely to lead to a discrimination lawsuit?
A) Direct format letters
B) Refusing to write letters of recommendation
C) Indirect format letters
D) Rejecting job applicants
E) Refusing to provide social networking recommendations
68) Which of the following is the best format when rejecting a job applicant?
A) Provide detailed explanations for the company’s decision.
B) Soften the sting of rejection by offering to reconsider the application at some point in the
future.
C) Avoid sharing any explanations for the company’s decision.
D) Provide detailed explanation about the qualifications of the person who was hired.
E) Use an indirect format that implies future consideration.
69) Which of the following would be the best option when rejecting an applicant?
A) Use an opening buffer that emphasizes which skills the organization could use.
B) Personalize the message by using the applicant’s name.
C) Convey the news using blunt and personalized language.
D) Explain exactly why the applicant was rejected.
E) Explain exactly why another candidate was chosen over the applicant.
70) Which of the following is not a function of the performance review process?
A) Clarifying job requirements
B) Documenting evidence of performance
C) Announcing salary increases for the coming year
D) Establishing a plan of action to ensure continued performance
E) Communicating organizational values
71) What is the most effective way to avoid negative surprises during a performance evaluation?
A) Make sure an employee understands job requirements.
B) Tie salary increases to performance reviews.
C) Tie promotions to performance reviews.
D) Tie performance to organizational values.
E) Provide consistent and regular feedback on performance.
72) To ensure the performance review is objective and well planned, which of the following
steps should be taken?
A) Document performance issues as they happen.
B) Evaluate each employee based on their needs, skills and abilities.
C) Use a personal and sincere tone.
D) Focus on areas of weakness that need improvement.
E) Use the job description that best matches the performance level.
73) One-on-one conversations are viewed as more sensitive than written forms of
communication.