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Indicate whether the statement is true or false.
1. The closing of a bad-news message should reiterate the apology so that you seem sincere.
a. True
b. False
2. The most important part of a negative-news message is the section that explains the reasons for the bad news.
a. True
b. False
3. A goal in conveying unfavorable news in writing should be to make the receiver call or write back to clarify the
message, allowing the writer to explain further.
a. True
b. False
4. A good way to begin a negative-news letter to a faithful customer is to show appreciation for the reader’s business.
a. True
b. False
5. Communication is unethical when the sender has the intent to deceive.
a. True
b. False
6. When organizations are involved in a crisis such as serious financial problems or public controversy, they should share
relevant news with their employees before informing the public.
a. True
b. False
7. You should always state a refusal explicitly in a negative-news message to make sure that it is not overlooked.
a. True
b. False
8. Employment rejection letters should provide the specific reasons the candidate was not selected.
a. True
b. False
9. Giving unhappy customers a chance to cool down is important, so companies should wait a few days to respond to a
complaint.
a. True
b. False
10. Online customer complaint sites are losing momentum because customers no longer feel that they are heard.
a. True
b. False
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11. Because bad news can be difficult for a reader to accept, it should always be delivered using the indirect method.
a. True
b. False
12. Because we value loyal customers like you, we have enclosed a coupon for $20 for your next meal at The Cheesecake
Factory is an effective closing statement for a negative-news message.
a. True
b. False
13. A good technique for de-emphasizing negative news is to place it at the end of a paragraph.
a. True
b. False
14. An important goal when delivering negative-news messages is to maintain friendly relations with the receivers and to
regain their confidence.
a. True
b. False
15. You should avoid apologizing in a negative-news message because doing so admits fault or responsibility.
a. True
b. False
16. Ethan has already written three letters to a customer whose account is now several months past due. His fourth letter to
the customer should use a direct pattern.
a. True
b. False
17. We cannot allow you to return the iPad since you purchased it over 30 days ago effectively uses the passive voice to
deliver the bad news.
a. True
b. False
18. The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the
rejection.
a. True
b. False
19. When you have negative news to deliver, one of your first considerations is how the message will affect its receiver.
a. True
b. False
20. A customer’s demand for a full refund is an example of a claim.
a. True
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21. When you work for an organization, your words, decisions, and opinions are assumed to represent legally those of the
organization.
a. True
b. False
22. The following statement represents the most effective approach in offering an alternative: Although we do have a one-
bedroom apartment available, we don’t have the two-bedroom apartment that you requested.
a. True
b. False
23. Because Alexis knows her staff well, she should deliver all bad-news messages to them using the direct organizational
pattern.
a. True
b. False
24. Smart businesses rely on customer reviews posted on their company websites rather than those posted on social
networks.
a. True
b. False
25. Company policy does not allow us to give cash refunds effectively explains why a writer’s request must be refused.
a. True
b. False
26. The reasons for refusing credit should always be clearly explained.
a. True
b. False
27. You cannot be prosecuted for transmitting a harassing or libelous message if you post it to a social networking site
such as Facebook or Twitter.
a. True
b. False
28. Priscilla must turn down a request for a charitable contribution, and she’s not sure how her reader will respond. She
should, therefore, use the direct strategy for her message.
a. True
b. False
29. To be actionable (likely to result in a lawsuit), abusive language must be false.
a. True
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30. Although I am unable to speak to your class next month, I sincerely appreciate your invitation effectively positions the
bad news by placing it in a subordinate clause.
a. True
b. False
Indicate the answer choice that best completes the statement or answers the question.
31. You are opening a new restaurant and realize that customers might post reviews online. What should you do?
a. Refer customers who post negative comments to your competitors.
b. Instruct your employees to stay off of social media.
c. Use social media sites to interact with customers.
d. Avoid responding to comments on social media sites until after you have been open several months.
32. You’re not sure how your reader will react to the bad news you will be delivering. What should you do?
a. Organize the bad-news message using the direct strategy.
b. Organize the bad-news message using the indirect strategy.
c. Send the bad news via e-mail.
d. Call the reader to confirm what her reaction will be before writing the message.
33. Which of the following statements is an example of resale in the closing paragraph of a bad-news message?
a. The product you ordered is no longer in stock.
b. You chose our best-selling model.
c. We are happy to send you an alternative product.
d. Because we are out of the product you ordered, we are referring you to our competitor.
34. The important steps in announcing price hikes or rate increases are explaining the reasons and hooking the increase to
_______.
a. benefits
b. company profitability
c. community need
d. employee wellness
35. Which of the following is an appropriate statement when saying no to job applicants?
a. Other candidates were much more experienced with the social media tools that are used in our organization.
b. We appreciate your interest in our company and wish you every success in your job search.
c. I am sorry to inform you that you were not selected for the position of social media marketing coordinator.
d. Even though you were a top candidate for the position, we’re sorry to say that someone else was selected.
36. ________ is the term referring to abusive language that may result in a lawsuit.
a. Careless
b. Actionable
c. Legal
d. Direct
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37. The most important part of a bad-news letter is ________.
a. a good buffer that starts the letter positively
b. the professional letterhead on which it is printed
c. a closing that ends the letter on a positive note
d. the section that explains the reasons for the bad news
38. Which of the following sentences uses the passive voice to present the bad news?
a. We are unable to interview you for the social media specialist position at this time.
b. Although we were impressed with your application, we have no positions available at this time.
c. Although the social media specialist position has been filled, we wish you well in your job search.
d. We are not hiring at this time, even though we are impressed with your credentials.
39. Asking yourself whether what you have written is too blunt or too subtle is an example of ________ your message.
a. editing
b. proofreading
c. evaluating
d. composing
40. What do most companies do first to control damage when a problem arises?
a. Consult the company’s legal counsel.
b. Call or e-mail the individual involved.
c. Write a letter to the individual involved.
d. Ignore the problem if it is unlikely to happen again.
41. The best placement for a statement of bad news in a message is ________.
a. in a subordinate clause.
b. at the beginning of a sentence.
c. at the end of a paragraph.
d. at the beginning of a paragraph.
42. Peter must deny an employee’s request to work from home two days a week. What is the best way to begin this bad-
news message?
a. I have in my hand your letter of May 31 in which you ask to work from home two days a week.
b. You are an extremely valued member of our team, and we all benefit from being able to work with you face-to–
face on a daily basis.
c. Thank you for your request..
d. No, I cannot allow you to work from home two days a week.
43. Katie makes an abusive statement about David. This language may be actionable if Katie’s statement is false, if she
sends the message by e-mail to another employee, and if ________.
a. the message is a minimum of five sentences long
b. she denies making the statement
c. Katie’s statement is damaging to David’s reputation
d. other employees believe her accusations about David
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44. Goldstar Investments has just learned that it is being sued for securities fraud. After gathering information and
confirming the lawsuit, what should top management at Goldstar do next?
a. Wait for the word to get out via social media before acting.
b. Have someone leak the news to the media.
c. Hold a press conference to announce the bad news to the public.
d. Inform all Goldstar employees either personally or via electronic messages.
45. Select the best buffer to open a letter that refuses a request from a local nonprofit organization for a charitable
donation.
a. This is to inform you that your kind letter of May 14 has been directed to me for reply.
b. We have received your letter requesting a donation to your annual fund-raiser.
c. The services you provide for homeless families in our community are necessary and important.
d. Although we admire what your organization does for our community, unfortunately, we are unable to donate to
your fund-raiser at this time.
46. You should explain the reasons for a negative message except in job refusals and ________.
a. problems with customer orders
b. credit denials
c. refusals of routine workplace requests
d. communication involving layoffs
47. When writing to a customer about a problem with an order, you should ________.
a. use the direct pattern if the message has some good-news elements
b. use the indirect pattern if the message has some good-news elements
c. always use the direct pattern
d. always use the indirect pattern
48. The indirect strategy should be used to communicate negative news when ________.
a. firmness is necessary
b. the bad news is personally upsetting
c. the receiver may overlook the bad news
d. the bad news is expected
49. Which of the following is the best advice when presenting the reasons for the bad news?
a. Whenever possible, cite company policy as the reason for the bad news because most people willingly accept this
reason.
b. Do not present the reasons for the bad news; instead, focus solely on presenting the bad news sensitively.
c. Use words such as impossible, regret, and unfortunately to make your point clear.
d. Cite reader or other benefits if plausible.
50. Victoria had to write a letter to a job applicant telling him that he was not selected for a position. Because she really
liked the applicant, she wrote in the rejection letter, “I thought you were our top candidate.” What has Victoria done that
might lead to legal difficulties?
a. She is guilty of the “good-guy syndrome.”
b. She has used careless language.
c. She has used abusive language.
d. She has done nothing wrong.
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51. A customer has posted a negative comment on your company’s Facebook page about her dissatisfaction with the
customer service she received. What should you do?
a. Delete the comment immediately before too many people see it.
b. File a lawsuit against the customer for libel.
c. Reply to the customer’s post within 24 hours.
d. Ignore the comment.
52. In which of the following sentences has the bad news been placed in a subordinate clause?
a. Although our wellness program must be discontinued, all other benefits will remain the same.
b. Although all other benefits will remain the same, we must discontinue our wellness program.
c. Our wellness program must be discontinued.
d. We are sorry to announce that our wellness program must be discontinued.
53. The bad feelings associated with disappointing news can generally be reduced if the receiver ________.
a. believes that the matter was treated seriously and fairly
b. feels the news was revealed sensitively
c. knows the reasons for the rejection
d. All of these choices apply.
54. Which of the following statements would be most effective in the closing of bad-news message?
a. Again, we apologize for the inconvenience we have caused you.
b. Our products do not go on sale, but we hope you will continue to shop with us.
c. We hope you enjoyed our fresh meal ingredients and are sorry to lose you as a customer.
d. Because we want you to continue enjoying our healthy, easy-to-prepare meals, we are enclosing a coupon for
your next order.
55. Most job refusal letters ________.
a. use the indirect strategy
b. give concrete reasons for not hiring the candidate
c. provide as much information as possible
d. mention the name of the person who was hired for the position
56. Gerald discovered that one of his employees has filed a fraudulent expense claim. What is the best advice for Gerald
to confront the employee tactfully, professionally, and safely?
a. Gerald should prepare and rehearse what he will say.
b. Gerald should go alone to the meeting with the employee so that no one else knows about the episode.
c. Gerald should meet with the employee on a Friday afternoon so that they can both go home right after.
d. Gerald should inform Human Resources of the violation and begin the termination process before speaking with
the employee.
57. Which of the following would be the most effective statement in a letter refusing a local organization’s request for a
charitable donation?
a. Even though our budget won’t allow a contribution this year, we hope to be able to contribute next year.
b. Please accept our sincerest apologies for being unable to donate to your cause.
c. We are unable to contribute this year because of budget constraints.
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d. Unfortunately, company policy prevents us from donating to your cause.
58. Wesley has included this opening statement in a bad-news message to a client: We both realize that the current
economic downturn has resulted in lower stock prices. What kind of buffer is this?
a. Compliment
b. Agreement
c. Appreciation
d. Praise
59. Which of the following is the best advice during Phase 1 of the writing process when delivering negative news?
a. One of your first considerations should be to determine how the message will affect the receiver(s).
b. To show sensitivity, you should always deliver bad news using the indirect method.
c. Delivering the news via letter on company stationery would likely be regarded as impersonal and unprofessional.
d. You should choose words and phrases that address readers collectively rather than as individuals.
60. Shannon was angry about something that happened at work and called her boss a “fraudster” and a “criminal” on her
personal Facebook page. What has Shannon done that might lead to legal difficulties?
a. She is guilty of the “good-guy syndrome.”
b. She has used careless language.
c. She has used abusive language.
d. She has done nothing wrong.
61. Not responding to a prospective employer in an effort to avoid informing them that you have accepted another
position is called _______.
a. reneging
b. strategizing
c. dismissing
d. ghosting
62. Select the best subject line for a memo delivering bad news to employees.
a. Discontinuation of Free Parking
b. Change in Parking Benefit
c. Parking
d. Major Reduction in Parking Privileges
63. Deborah must deny a request made by one of her employees. The most effective statement in a bad-news message
denying this request would be
a. No, you may not be reimbursed for the extra night you stayed after the conference ended.
b. We are so sorry that we are unable to reimburse you for the extra night you stayed after the conference ended.
c. Although your extra night cannot be reimbursed, we will process the remainder of your expense claim
immediately.
d. Please be advised that your extra night stay is not reimbursable.
64. The purpose of a buffer statement in a negative message is to ________.
a. ensure that the company avoids legal liability.
b. reduce the reader’s shock or pain related to the bad news.
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c. inform the reader of the reasons for the bad news.
d. explain company policy regarding the bad-news message.
65. ________ is the ability to understand and enter into the feelings of another and is important to convey in negative
messages.
a. Sympathy
b. Empathy
c. Regret
d. Rapport
66. A company must deliver negative news about revisions to the vacation policy to hundreds of employees quickly.
Which of the following communication channels would be most effective?
a. An e-mail
b. Personal phone calls
c. A mailed letter on company stationery
d. A memo posted in the company break room
67. Jeannie must deliver bad news to her staff in person, and she knows they’ll be upset. What should Jeannie do first to
prepare for the meeting?
a. Practice what she will say during the meeting.
b. Call each staff member to give them fair warning that bad news is coming.
c. Gather all relevant information.
d. Share the news with selected staff members to see how they feel.
68. Select the most accurate statement about negative messages.
a. An employee’s words, decisions, and opinions are assumed to represent those of the organization.
b. If you want to communicate your personal feelings or opinions, use company letterhead to give yourself more
credibility.
c. To be actionable (likely to result in a lawsuit), abusive language can be true or false, as long as it is damaging.
d. In a situation that could be legally dangerous, try to volunteer as much information as possible to show that you
are being completely honest.
69. The major differences between the direct and indirect strategies are whether you start with a buffer and ________.
a. whether you apologize
b. whether you address the reader by name
c. whether you accept blame for the bad news
d. how early you explain the reasons for the negative news
70. In a recommendation letter, Nathan falsely accuses former employee Jacqueline of treating her supervisor
disrespectfully. This action is considered to be ________.
a. slander
b. libel
c. positive
d. harmless
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71. Roger’s company will be raising the prices of its basic services, and Roger must write to customers to inform them of
these increases. What is the most important thing he should do when writing this message?
a. Prove that all his competitors are raising prices too.
b. Explain the reasons and hook the increase to benefits.
c. Apologize to his customers.
d. Promise a rate decrease in the future when the economy improves.
72. Which of the following is the best example of an effective buffer in a bad-news letter telling a job applicant that she
didn’t get the position for which she interviewed?
a. Thank you for your application of March 13, wherein you applied for the medical clerk position.
b. We are very sorry to have to tell you that the medical clerk position has been filled.
c. We enjoyed meeting you last week to discuss your qualifications for the medical clerk position.
d. We are absolutely thrilled to have an applicant with your exceptional qualifications.
73. What is the best advice for closing a bad-news letter?
a. Apologize profusely to the reader.
b. Give a clear explanation of the reasons for the bad news.
c. Restate the bad news to make sure that the reader understands it.
d. Close with a forward-looking statement that assumes future business.
74. Goals in communicating negative news should include helping the receiver understand the news, showing your desire
to continue pleasant relations with the receiver, and ________.
a. buffering the negative news in all situations
b. ceasing communication with the receiver
c. hiding the real reason for the negative news
d. maintaining a professional and positive image of you and your corporation
75. Which is the most effective statement in a letter to a customer denying a claim?
a. If you had followed the instructions, you wouldn‘t have overheated the battery pack.
b. You can purchase a replacement battery pack at a 30 percent discount.
c. Per company policy, we are unable to replace battery packs that have been damaged due to customer misuse.
d. We apologize, but, unfortunately, we cannot replace your battery pack at this time.
76. What is the most accurate statement about keeping the indirect strategy ethical?
a. The indirect organizational strategy is unethical and manipulative because the writer deliberately delays the main
idea.
b. When you use the indirect strategy, your motives are to deceive the reader and to hide the news.
c. Because the indirect strategy provides a setting in which to announce bad news, it should be used to avoid the
truth.
d. By delaying bad news, you soften the blow somewhat, as well as ensure that your reasoning will be read while the
receiver is still receptive.
77. The key to ethical communication lies in ________.
a. the tone of the message
b. the organization of the message
c. the predisposition of the receiver
d. the motives of the sender
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78. Chuck sent a letter to a teacher who had requested a tour of his company. In the letter he included the sentence
Although we would love to have your class visit our company, much of the work area is too dangerous for group tours.
What has Chuck done that might lead to legal difficulties?
a. He has denied a professional request.
b. He has used careless language.
c. He has used abusive language.
d. He has done nothing wrong.
79. The direct strategy should be used to communicate negative news when ________.
a. the news may provoke a hostile reaction
b. the news affects the receiver personally
c. firmness is necessary
d. the news could threaten the customer relationship
80. What is the best advice for delivering bad news?
a. Use the active voice.
b. Don’t imply the bad news because it may be overlooked.
c. Suggest a compromise or alternative.
d. Describe what can’t be done in great detail to ensure that your message is clear.
81. Michelle must write a bad-news message to her staff telling them that their hours next month will be reduced. She has
just completed Phase 1 of the prewriting process and is beginning Phase 2. What should she do first?
a. Write the rough draft of her message.
b. Select an appropriate color of stationery that will be calming to the reader.
c. Analyze the bad news to determine how it will affect the reader.
d. Gather information and brainstorm ways to present the reasons for the bad news.
82. Which of the following would be the most effective statement in a bad-news letter declining an invitation to speak to a
professional organization?
a. Although I’m already booked the night of your dinner, I would be happy to speak to your organization sometime
next year.
b. I regret to inform you that I am unable to speak to your professional organization.
c. I’m not interested in addressing your professional organization.
d. Although I’m not authorized to tell you why, I can’t speak at your dinner.
83. Which of the following sentences most effectively implies the refusal?
a. I’m sorry that I won’t be able to speak at your annual conference, but I‘d like to be considered in future years.
b. Although I’ll be in Southeast Asia on business on the date of your annual conference, I could speak to members
prior to that date.
c. Although I am unavailable to speak at your annual conference, I can recommend another speaker.
d. Thank you for your kind invitation to speak at this year’s annual conference.
84. When writing a letter to a customer denying credit, you should have four goals. Which of the following is not one of
these goals?
a. Ensuring the customer that credit will be granted in the future