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1. You should always use the indirect pattern when writing a bad-news letter.
a. True
b. False
2. Although it will not change the bad news, it is essential that the language used be persuasive to get the reader to
accept the news.
a. True
b. False
3. If you write a bad-news letter instead of making a phone call, you have more control over the wording, sequence of
ideas, and pacing of your points.
a. True
b. False
4. Use a direct plan to organize your ideas when writing a bad-news message to your supervisor.
a. True
b. False
5. You should use a buffer statement when writing a message that rejects a proposal from an employee.
a. True
b. False
6. When writing a bad-news message, one of your goals is to keep the reader's goodwill.
a. True
b. False
7. Research indicates that delivering corporate bad news by email rather than in person helps ensure a more accurate
message.
a. True
b. False
8. If you don't know your reader, you should use the indirect plan rather than the direct plan to organize your bad-
news message.
a. True
b. False
9. Keep your language concise, short, objective, and to the point when sending bad news. This helps with accuracy.
a. True
b. False
10. Use the direct plan to organize a bad-news message involving a small but significant matter.
a. True
b. False
11. Direct messages are not necessarily shorter that indirect messages.
a. True
b. False
12. The indirect plan for a bad-news message emphasizes the reasons rather than the bad news itself.
a. True
b. False
13. When sending a customer bad news, you should use the indirect pattern.
a. True
b. False
14. Consider using a buffer when writing a bad-news message to customers, subordinates, and readers you don't know.
a. True
b. False
15. A buffer should show appreciation and be interesting so that it motivates the reader to continue reading.
a. True
b. False
16. Bad-new messages require careful planning.
a. True
b. False
17. The first thing you must know before giving bad news is how your audience will react.
a. True
b. False
18. Discussing how the refusal or rejection benefits the reader or someone other than your organization makes a bad-
news message sound selfish.
a. True
b. False
19. The general rule of thumb is to focus on the refusal rather than on the reasons for the refusal.
a. True
b. False
20. Always tell the bad news in the first paragraph.
a. True
b. False
21. Your objective is to convey the bad news and retain the reader's goodwill.
a. True
b. False
22. In the body of a bad-news message, focus on objective reasoning for the refusal.
a. True
b. False
23. Within the text of a bad-news message, it is appropriate to use passive voice with words such as although and
however to soften the refusal and retain goodwill.
a. True
b. False
24. Show that you care about the reader by telling them how you are willing to change policy to help them.
a. True
b. False
25. Use the word however to prepare readers for the bad news that follows in the same sentence.
a. True
b. False
26. Effective writers offer a sincere apology when communicating bad news to a reader.
a. True
b. False
27. Your closing should buffer the bad news by anticipating specific objections the reader may have and inviting
additional communication about your decision.
a. True
b. False
28. You should not refer to the bad news in the closing of a message rejecting an idea or refusing a request.
a. True
b. False
29. Offering your customer an alternative such as 25% off a new product will help retain their goodwill.
a. True
b. False
30. Use the direct plan for messages rejecting ideas submitted by your subordinates.
a. True
b. False
31. If possible, when firing a person it is best to give bad news in person.
a. True
b. False
32. When refusing a favor, use the indirect plan to explain your reasons.
a. True
b. False
33. Put the bad news in the last paragraph when refusing a routine customer request.
a. True
b. False
34. When a colleague asks you for a small favor that you cannot grant, you should use a goodwill opening and a buffer
closing as a courtesy.
a. True
b. False
35. When refusing a favor, give the refusal in the first paragraph.
a. True
b. False
36. For busy readers use a simple "no" without adding detailed explanations in your bad-news messages.
a. True
b. False
37. The direct plan is rarely used to refuse a customer's claim for an adjustment.
a. True
b. False
38. When refusing a claim in which the customer's actions are responsible for the problem, you should use personalized
language.
a. True
b. False
39. Due to legalities, avoid using any language that might be interpreted as acknowledging responsibility on the part of
your organization.
a. True
b. False
40. An effective claim refusal uses third-person pronouns and passive voice to avoid directly accusing the reader of
misusing the product.
a. True
b. False
41. You should apologize to the customer to show you made a mistake and they are correct in their complaint.
a. True
b. False
42. Offering an alternative as a compromise helps retain a reader's goodwill.
a. True
b. False
43. Bad-news announcements are often written in response to another message.
a. True
b. False
44. Your relationship with the readers and the effect that the bad news will have on them, help determine whether you
should use the direct or the indirect organizational plan.
a. True
b. False
45. When informing employees of a vendor change, little explanation is required.
a. True
b. False
46. It is important that you answer all potential questions in your response to prevent further unnecessary
correspondence or discussion.
a. True
b. False
47. Correspondence involving bad news such as a plant closing should buffer the problem by providing evidence that
the situation is not a top priority for management.
a. True
b. False
48. Announcing a change in organizational policy that will have a negative impact on employees' calls for an indirect
approach.
a. True
b. False
49. Sometimes you have to support decisions with which you personally disagree.
a. True
b. False
50. Use the direct approach to communicate bad news about your organization if the audience has already heard about
the situation from another source.
a. True
b. False
51. To achieve the goals of a bad-news message, you should
a. use general language to cushion the impact of the negative news.
b. persuade the reader that the decision is reasonable.
c. apologize for having to make the decision.
d. indicate the personal reasons for the decision.
e. choose the direct plan based on the "you" attitude.
52. Plan to put your bad-news message in writing when you need to do any of the following except
a. control the exact wording of the message.
b. have a permanent record of what you say to the reader.
c. manage the order in which you present your ideas to the reader.
d. use courtesy and show fairness in making the decision.
e. present the negative news using more than one buffer.
53. You should use the direct approach for a bad-news message if
a. the reader is not likely to have an emotional response.
b. the reader sent you a persuasive letter, not a routine letter.
c. the reader is not expecting a negative response.
d. the negative news involves a significant matter.
e. you do not have a close relationship with the reader.
54. When you use the direct plan for a bad-news message, you should
a. save any mention of the justification for the closing paragraph.
b. include a sincere apology in the first paragraph.
c. emphasize the reasons before presenting the negative news.
d. state the information in language as positively as possible.
e. avoid a friendly closing so you won't seem insincere.
55. Use the indirect plan when writing about bad news to all of the following people except
a. customers.
b. subordinates.
c. readers who prefer the indirect approach.
d. readers you don't know.
e. supervisors.
