42) Which of the following is a guideline for closing a negative message organized using the
indirect approach?
A) Avoid a certain conclusion.
B) Encourage additional communication or discussion.
C) Act as though the negative news never happened.
D) Avoid clichés that are insincere in view of the bad news.
E) Always express optimism.
43) Which of the following is a guideline for closing a negative message organized using the
indirect approach?
A) Avoid a certain conclusion.
B) Encourage additional communication or discussion.
C) Act as though the negative news never happened.
D) Maintain reader’s good will.
E) Always express optimism.
44) Which of the following is true about refusing routine requests?
A) Use phrases such as “Let me think about it and get back to you” as a way to delay saying no.
B) The direct approach works best for most routine negative responses.
C) Avoid offering alternative ideas.
D) Always imply that other assistance or information might be available.
E) The direct approach works best when the stakes are high for you or for the receiver.
45) Which of the following is true about refusing routine requests?
A) Use phrases such as “Let me think about it and get back to you” as a way to delay saying no.
B) The direct approach is sufficient, except when the matter at hand is significant.
C) Decline a request without offering any explanation.
D) Always imply that other assistance or information might be available.
E) The direct approach works best when the stakes are high for you or for the receiver.
46) Which of the following is true about refusing claims and requests for adjustment?
A) You should always accept responsibility for the negative answer.
B) You must resist the temptation to call the other party dishonest or incompetent.
C) You should clearly point out the customer’s mistakes.
D) The direct approach is usually the better choice for this purpose.
E) You should always apologize for the bad news.
47) Which of the following is a guideline for avoiding accusations of defamation?
A) Provide accurate information and stick to the facts.
B) Maintain a personal and intimate tone to build rapport.
C) Apologize sincerely for the negative answer.
D) Don’t offer alternative solutions as that is unethical.
E) Open with a clear statement of the news.
48) When refusing claims, you should ________.
A) avoid taking responsibility by accusing the customer
B) maintain a personal and intimate tone to build rapport
C) apologize sincerely for the negative answer
D) not offer alternative solutions as that is unethical
E) emphasize your continued desire for a positive relationship with the customer
49) Which of the following is a goal you should have in mind when sending out a message
communicating bad news about transactions to a customer?
A) limit your responsibility
B) repair the business relationship
C) sell an alternative product or service
D) limit further communication on the matter
E) obscure and disguise the bad news
50) When developing bad news about transactions, you should ________.
A) explain how you are trying to resolve the situation
B) always open with an apology
C) use the direct approach
D) open with a clear and succinct statement of the bad news
E) accept or assign specific blame
51) A written, false statement that damages someone’s reputation is called ________.
A) calumny
B) slander
C) justification
D) libel
E) persiflage
52) Which of the following is a guideline to avoid accusations of defamation?
A) Obscure and disguise the bad news.
B) Limit further communication on the matter.
C) Emphasize a desire for a good relationship in the future.
D) Always use “company policy” as an explanation for bad news.
E) Close with an apology to express your sympathy.
53) To successfully sue for defamation, the aggrieved party must prove that ________.
A) the defendant profited from making the statement
B) the statement was false
C) the statement was made out of anger or malice
D) the statement uses private information
E) the statement has been made in writing
54) To successfully sue for defamation, the aggrieved party must prove, among other things, that
________.
A) the defendant profited from making the statement
B) the statement uses private information
C) the statement was made out of anger or malice
D) the language injures the person’s reputation
E) the statement has been made in writing
55) A company has contacted you to provide a recommendation letter for a former employee of
yours that they are considering hiring. However, your company’s policy does not permit you to
confirm anything more than the employment dates and designation of the former employee. How
can you best communicate your inability to comply with the request?
A) I’m sorry, but company policy prohibits me from providing recommendation letters. I can
only confirm that Greg Wilson worked with us for two years, from April 2008 to May 2010.
Please contact me if you need any more information.
B) As much as I would like to provide a letter of recommendation, our legal department does not
allow it. All I can say is that Greg Wilson worked for this company for two years, from April
2008 to May 2010. Thanks.
C) We share your concerns in conducting thorough reference checks of all prospective
employees. However, I am only allowed to reveal the employment dates and designation of Greg
Wilson. He was with our company from April 2008 to May 2010 and was a dedicated Service
Representative and a team player. Best of luck with your recruitment.
D) Our legal department has authorized me to confirm that Greg Wilson worked as Service
Representative at our company for two years, from April 2008 to May 2010. We wish you luck
with your recruitment.
E) Thank you for contacting us for a recommendation letter for Greg Wilson. Your company is
well known for its great work culture and open management style. We can confirm that Greg
Wilson worked with us as Service Representative for two years, between April 2008 and May
2010. Company policy allows us to disclose no more than this.
56) Patrick, a former employee, has requested you to provide a letter of recommendation
vouching for his skills and abilities to Quebec Systems, a prospective employer. However, you
must turn down his request because your company only allows you to confirm employment dates
and designation. Which of the following would be the most effective as the opening for a
message refusing his request?
A) As you probably know, company policy only allows me to confirm your employment dates
and designation, as this will reduce the company’s legal responsibility.
B) In today’s litigation-prone environment, it is very important for companies to place
restrictions on what can and cannot be revealed in all business communications.
C) We cannot comply with your request because the legal department has advised us to reveal no
more than your dates of employment and designation to Quebec Systems.
D) The legal department has authorized me to confirm your employment dates and designation to
Quebec Systems.
E) Thank you for informing us about your job opportunity with Quebec Systems.
57) When rejecting job applications, you should ________.
A) avoid explaining why an applicant was rejected
B) avoid making the email personal by using the recipient’s name
C) open with a clear statement of the news
D) use the active voice to convey the news
E) state that the application will be reviewed at a later date
58) When rejecting job applications, you should ________.
A) clearly explain why an applicant was rejected or why others were chosen
B) personalize the message by using the recipient’s name
C) open with a clear statement of the news
D) use the active voice to convey the news
E) state that the application will be reviewed at a later date
59) When rejecting job applications, you should ________.
A) clearly explain why an applicant was rejected
B) avoid making the email personal by using the recipient’s name
C) explain reasons for choosing other applicants
D) depersonalize the response by using passive voice to convey the news
E) state that the application will be reviewed at a later date
60) When rejecting job applications, you should ________.
A) clearly explain why an applicant was rejected
B) open with a courteous expression of appreciation for being considered
C) explain reasons for choosing other applicants
D) personalize the response by using active voice to convey the news
E) state that the application will be reviewed at a later date
61) Which of the following is a guideline for giving negative performance reviews?
A) Avoid giving feedback to the employee, except during annual reviews.
B) Write in an informal and personal tone since you are communicating with a colleague.
C) Apologize sincerely for the negative message.
D) Be consistent in the rating you give to the same employee over different years.
E) Keep a written record of performance issues.
62) When sending messages terminating employment, you should ________.
A) adopt an apologetic tone
B) first deliver the message by email or other electronic means
C) adopt a personal tone to soften the blow of the message
D) clearly present the reasons for this difficult decision
E) attribute the decision to the employee’s performance
63) When sending messages terminating employment, you should ________.
A) adopt an apologetic tone
B) try to deliver the message personally
C) adopt a personal tone to soften the blow of the message
D) not go into the reasons for this negative decision
E) attribute the decision to the employee’s performance
64) When conveying negative organizational news, you should ________.
A) utilize the element of surprise to buy time to prepare a response
B) use face-to-face communication, not electronic communication
C) ideally use the direct approach
D) close with a clear expression of optimism
E) consider the unique needs of every group that is affected
65) When conveying negative organizational news, you should ________.
A) utilize the element of surprise to buy time to prepare a response
B) try to minimize the element of surprise
C) ideally use the direct approach
D) close with a clear expression of optimism
E) use face-to-face communication, not electronic communication
66) Which of the following is a guideline to follow when sending negative organizational news?
A) Add an element of surprise whenever possible.
B) Always use a buffer to prepare readers for the bad news.
C) Match your approach to the situation.
D) Close with a clear expression of optimism.
E) Use face-to-face communication, not electronic communication.
67) Which of the following is a guideline to follow when sending negative organizational news?
A) Add an element of surprise whenever possible.
B) Use a “company policy” as a reason for bad news.
C) Close by apologizing for the circumstances.
D) Always close with a clear expression of optimism.
E) Use multiple media to reach out to the audience.
68) Responding effectively to rumors and negative information in a social media environment
requires companies to ________.
A) respond to each and every rumor
B) continually engage with stakeholders
C) reply immediately and spontaneously
D) limit their online presence
E) limit the use of RSS feeds and automated reputation analysis
69) You should respond to negative messages on social media ________.
A) immediately and spontaneously
B) by addressing each and every rumor and negative information
C) after the information has ceased to be news
D) after careful evaluation
E) by minimizing your online presence
70) Which of the following is a guideline for responding effectively to rumors and negative
information in a social media environment?
A) Limit your online presence to prevent online attacks and malicious campaigns.
B) Use automated reputation analysis and other technologies to listen to what people are saying.
C) Respond to each and every rumor or negative information that appears in social media.
D) Wait until a negative situation occurs to engage with customers in a social media
environment.
E) Respond instantly and spontaneously to rumors and negative information online.