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Test Item File for Excellence in Business Communication, Fourth Canadian Edition
Chapter 9
1) Experts advise that bad news for employees be delivered in person whenever possible.
A) True
B) False
2) When delivering bad news, you have only one goal: to maintain a good image for
yourself.
A) True
B) False
3) Bad-news messages should have the same approach and tone no matter what the
culture of the audience.
A) True
B) False
4) When you use language that avoids an accusing tone, you protect your audience’s
pride.
A) True
B) False
5) Words that should not appear in a bad-news letter include unfortunately, regret, and
inconvenience, because they’re negative and counterproductive.
A) True
B) False
6) The direct plan is never used for bad-news messages.
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A) True
B) False
7) An advantage of the direct plan for communicating bad news is that it keeps the
message short.
A) True
B) False
8) You would use the direct plan for bad-news messages when the message has little or
no personal impact on the audience.
A) True
B) False
9) You should use the indirect plan if you want to present an image of firmness and
strength.
A) True
B) False
10) When using the indirect plan for a bad-news message, you present the reasons for
your decision before revealing the bad news itself.
A) True
B) False
11) You use a buffer to make the reader think that good news will follow.
A) True
B) False
12) A good buffer begins with an apology.
A) True
B) False
13) If appropriate, use the explanation section to suggest how the negative news might in
fact benefit the reader.
A) True
B) False
14) It is a good idea to use “company policy” as a cushion when presenting reasons for
bad news.
A) True
B) False
15) You can de-emphasize bad news by minimizing the space or time devoted to it.
A) True
B) False
16) In a bad-news message, you never give the reader any indication that he or she could
have received or might someday receive a favourable answer.
A) True
B) False
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17) Statements beginning “I must refuse” and “We cannot afford” are particularly likely
to offend readers.
A) True
B) False
18) It’s best to end a bad-news message on a positive note.
A) True
B) False
19) In the close to a bad-news message, you repeat the bad news.
A) True
B) False
20) The close of a bad-news message should urge additional communication from the
reader.
A) True
B) False
21) Always use the direct plan when denying a request for information.
A) True
B) False
22) Use the indirect approach in most cases of refusing a claim.
A) True
B) False
23) If you must deliver bad news to a customer about an order, one of your goals should
be to work toward an eventual sale along the lines of the original order.
A) True
B) False
24) When the message is a combination of good news and bad news, use the indirect
approach to turn the good news into a buffer for the bad news.
A) True
B) False
25) When refusing adjustments of claims, use the direct plan in most cases.
A) True
B) False
26) When refusing to make an adjustment, avoid calling the customer defamatory names,
such as “cheat” or “liar.”
A) True
B) False
27) Written defamation is called slander.
A) True
B) False
28) An important goal of any performance evaluation is giving the employee a plan of
action for improving his or her performance.
A) True
B) False
29) When turning down someone for a job, state clearly why the applicant was rejected
even if you have to be rude or blunt because they won’t take “no” for an answer.
A) True
B) False
30) Companies often have policies on reference letters and other negative employment
messages that managers are required to follow.
A) True
B) False
31) One of the main purposes of giving performance reviews is to improve employee
performance by emphasizing and clarifying job requirements.
A) True
B) False
32) In a crisis situation, it is important for a company to use the crisis to pitch products
and services.
A) True
B) False
33) The best method for delivering performance reviews is by email or fax.
A) True
B) False
34) Performance problems should place blame on the employee with an attack.
A) True
B) False
35) When refusing routine requests, it’s a good idea to offer alternative ideas if you can.
A) True
B) False
36) When refusing a routine request, it’s a good idea to imply that other assistance or
information might be available, even if it isn’t, in an attempt to calm the customer.
A) True
B) False
37) When composing a bad-news message, you _____________
A) choose a buffer that will distract your reader from the main point of your message.
B) try to gain the audience’s acceptance of the bad news.
C) leave the reader with hope that you will change your decision.
D) do all of the above.
38) Avoid words such as wrong, fault, and unfortunately because _____________
A) they create a negative tone and are counterproductive.
B) they are too abstract.
C) they imply that you are apologizing.
D) they are impersonal and passive.
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39) When you use the direct plan for a bad-news message, you _____________
A) begin with a buffer.
B) have more room to discuss pertinent details.
C) can get right to the point.
D) can expect your audience to be offended.
40) Use the direct plan with a bad-news message if _____________
A) the message will have a great deal of personal impact on members of the audience.
B) when the reader prefers short messages.
C) an order is unfillable or portions of it must be back-ordered.
D) you are refusing to make an adjustment on a claim.
41) Instead of beginning your message with a blunt no, you can use _____________
A) the direct plan.
B) the indirect plan.
C) a combination of the direct and indirect plans.
D) the deductive plan.
42) Following the indirect plan, the bad news comes _____________
A) immediately after the buffer.
B) immediately before the reasons.
C) immediately after the reasons.
D) at the very end.
43) The point of using the indirect plan is to _____________
A) keep readers in the dark about the bad news.
B) keep your company’s best interests foremost.
C) ease the blow and help readers accept the situation.
D) save face for your company.
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44) A neutral lead-in to bad news is called _____________
A) a buffer.
B) a disclaimer.
C) an apology.
D) a refusal.
45) In a bad-news message, the reasons for the decision _____________
A) are so obvious that you don’t need to mention them.
B) come directly after the buffer and follow naturally from it.
C) are glossed over quickly.
D) are long and roundabout to cushion the negative aspects.
46) In the reasons section of a bad-news message, you _____________
A) convince your audience that your decision is justified.
B) explain what your decision is before you explain why you have reached it.
C) apologize for the negative decision.
D) give at least three reasons.
47) A good way to de-emphasize bad news is to _____________
A) maximize the space devoted to it.
B) say, “I trust our decision is satisfactory.”
C) avoid stating it and hope that the reader understands what you mean.
D) burying it in the middle of a sentence or paragraph.
48) When implying bad news _____________
A) be sure your audience understands the entire message, including the bad news.
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B) overemphasize the positive.
C) be direct, using words like “can’t” and “unable.”
D) apologize first, and then state your reasons for the rejection or denial.
49) When delivering bad news, wording such as “We must turn down,” “Much as I would
like to,” and “We cannot afford to” _____________
A) soften the blow by drawing attention away from 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.
50) In the closing of a bad-news message, you _____________
A) encourage the person to write or call to discuss the situation further.
B) build goodwill by ending on a positive note.
C) ask for feedback on whether the decision is acceptable to the reader.
D) express concern over possibly losing the reader’s business.
51) When you are refusing a request for information, you _____________
A) always use the direct approach.
B) invoke company policy if that is a possible out.
C) don’t need to invest as much time and effort as you would for other kinds of bad-news
messages.
D) use the indirect approach when your denial is likely to disappoint the reader.
52) When you must notify a customer that you can send only part of an order, the buffer
_____________
A) gives the reason for the delay on the balance of the order.
B) states the approximate length of time the customer will have to wait for a decision.
C) emphasizes the good news that part of the order is on its way.
D) does all of the above.
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53) A woman returns a formal dress to your store. It is soiled and has a rip at the hem
line, but she says she is returning it unworn because it doesn’t fit. How do you inform her
of your refusal to give her a refund?
A) State that company policy prevents you from accepting the return but that if you had
anything to say about it you’d take it back, no questions asked.
B) Restate her complaint to let her know you understand it, explain as positively as
possible that you are unable to accept the return of damaged merchandise, and
recommend a seamstress who can fix the tear and alter the dress for her.
C) Challenge the woman to try on the dress and prove that it doesn’t fit.
D) Use humour to soften the blow of your refusal.
54) If you defame Greg in a letter, Greg must prove that the statement hurt his reputation,
that the statement has been published and ______________________
A) that the statement is false.
B) that the statement is considered slander.
C) that the statement is outrageous.
D) that the statement is true.
55) To avoid being accused of defamation when you refuse an adjustment
_____________
A) make all refusals by phone instead of in writing.
B) explain why you are making the refusal.
C) consult your company’s legal department or an attorney if you think a message might
have legal consequences.
D) all of the above.
56) If current trends are pointing toward negative results sometime in the near future, it’s
often better to _______________
A) always use the direct approach.
B) never include an apology.
C) let your audience know ahead of time, before it is too late.
D) let your audience know when the crisis arrives, so as not to cause fear unnecessarily.
57) A letter to a prospective employer refusing to provide a recommendation
_____________
A) is considered unethical; these requests should not be refused.
B) should follow the indirect plan.
C) should be brief and direct.
D) all of the above.
58) When refusing requests for recommendation letters _____________
A) maintain goodwill by using a conversational tone.
B) suggest an alternate avenue of assistance.
C) be as direct as possible.
D) point out the reasons for your refusal.
59) If you must give an employee a negative performance review, _____________
A) do so by email or fax.
B) be objective and unbiased.
C) limit your discussion to the areas where the employee needs improvement.
D) all of the above.
60) Rejecting credit requests, telling customers that shipments will be late, and rejecting
job applicants are all types of __________ messages.
61) When composing bad-news messages, it is important to be sensitive to variations
across __________.
62) When you want to discourage a response from your reader, use the __________
approach.
63) You can ease the sense of disappointment of a bad-news message by using
__________ words.
64) Even when the company is at fault, some experts believe the company should never
__________.
65) A message organized on the __________ plan starts with a clear statement of the bad
news.
66) In the __________ plan for bad-news messages, the negative decision comes after the
reasons supporting the decision.
67) Using the indirect plan, you begin your message with a(n) __________ that softens
the blow of the bad news.
68) Your reasons for a negative decision should convince your audience that the decision
is justified, __________, and logical.
69) When turning down a(n) __________ or a request for a favour, consider your
relationship with the reader.
70) Withholding __________ information or overemphasizing positive information is
unethical and unfair to your reader.
71) __________ hiding behind company policy to cushion bad news.
72) A false statement that tends to damage someone’s character or reputation is called
__________.
73) When terminating an employee’s employment, avoid statements that might expose
the company to a lawsuit for __________.
74) An important goal of any __________ review is giving the employee a plan of action
for improving his or her performance.
75) Some former employers refuse to write __________ letters, especially for people
whose job performance has been unsatisfactory.
76) What are the five main goals when delivering bad news?
77) Rewrite the following sentence using the “you” attitude: “You shouldn’t have put the
blender into the dishwasher.”
78) Rewrite the following bad-news message using positive words rather than negative
ones: “Since you failed to send payment, we cannot ship your order.”
79) What are the two benefits of stating the bad news at the beginning of a negative
message?
80) Briefly describe the elements of a negative message that uses the direct approach.
81) What is a “buffer,” and what function does it serve in negative messages?
82) Before sending out an email regarding delays in an important construction project,
you decide to take another look at your subject line. It reads, “Unfortunate delays in
construction schedule.” Rewrite the subject line to make it more neutral.
83) Briefly describe the elements of a negative message that uses the indirect approach.
84) List three techniques for de-emphasizing bad news.
85) 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?
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86) Briefly describe five guidelines to follow in writing effective conclusions to negative
messages.
87) Briefly describe at least five strategies that can help avoid being accused of
defamation based on negative messages.
88) What are five guidelines to observe when making negative organizational
announcements?
89) Describe the elements of an effective letter rejecting a job applicant.
90) List three things a company should do to communicate in a crisis situation.
91) List four actions you should take when you need to give a negative performance
review.