1. Every business person will need to write a negative business message that may disappoint, irritate, or anger a receiver;
these messages must be written
a.
carefully.
b.
by top-level management only.
c.
using only the direct organizational strategy.
d.
deceitfully.
2. The bad feelings associated with disappointing news can be reduced if the receiver feels that the news was revealed
sensitively, believes that the matter was treated seriously and fairly, and
a.
knows the reasons for the rejection clearly.
b.
learns of the bad news directly.
c.
understands the legal implications of the bad news.
d.
receives the bad news via certified mail.
a
Easy
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Communicating Negative News Effectively
Bloom’s: Knowledge
3. Business communicators have many goals in conveying negative news. Which of the following is not a goal in
communicating negative news?
a.
Explaining clearly and completely
b.
Maintaining friendly relations
c.
Being fair
d.
Demonstrating the company’s superiority in the global marketplace
a
Easy
p. 192
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Bloom’s: Knowledge
4. One of your goals in sending messages is to project a professional and positive image. One technique to project the
proper image is by
a.
responding briefly without providing clear details.
b.
employing an irate tone.
c.
using forceful or aggressive language.
d.
controlling your emotions.
message was necessary.
Easy
p. 193
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Communicating Negative News Effectively
Bloom’s: Knowledge
5. To convey empathy and sensitivity when delivering bad news, you should
a.
b.
c.
d.
however, strive to do so without creating legal liability for your organization or yourself.
Moderate
p. 193
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Communicating Negative News Effectively
Bloom’s: Knowledge
6. Receivers are far more likely to accept negative news when you show that the decision was
a.
fair.
b.
impartial.
c.
rational.
d.
All answer choices are correct.
Easy
p. 193
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Communicating Negative News Effectively
Bloom’s: Knowledge
7. When writers must convey bad news, they must carefully consider all of the following except the
a.
purpose.
b.
context.
c.
audience.
d.
total number of words they use.
Moderate
p. 194
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Analyzing Negative News Strategies
Bloom’s: Knowledge
8. Taylor must send a bad-news message to a client and indicate to her that he will be unable to meet a delivery deadline.
What should Taylor do first?
a.
Select a soothing color of stationery for the message.
b.
Gather information about his reasons for not meeting the deadline.
c.
Write the opening of his message.
d.
Analyze the bad news to see how it will affect his reader.
Moderate
p. 194
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Analyzing Negative News Strategies
Bloom’s: Knowledge
9. You will use the direct strategy for your message when the bad news is not damaging, when the receiver might
rationally, receivers are far more likely to accept the negative news.
Easy
p. 193
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Communicating Negative News Effectively
Bloom’s: Knowledge
overlook the bad news, when directness is preferred, and when
a.
the bad news threatens the customer relationship.
b.
the bad news is unexpected.
c.
firmness is necessary.
d.
the bad news will provoke a hostile reaction.
10. Which of the following bad-news messages should be organized using the direct strategy?
a.
An announcement of changes in business services
b.
A layoff notice for a long-time employee
c.
A denial of benefits on an insurance claim to an angry customer
d.
A notice of an unexpected plant closure to the city council and mayor
because they are likely to provoke hostile responses or cause personal upset.
pp. 194-195
ESBC.GULO.16.07.02 – 07.02
Analyzing Negative News Strategies
Bloom’s: Application
11. Using the indirect strategy to prepare the reader in a bad-news message
a.
shows insensitivity to your reader.
b.
allows you to confuse or distract the reader.
c.
helps you keep the reader’s attention until you can explain the reasons for the bad news.
d.
demonstrates your ability to vary your strategies.
for the bad news. The explanation is an important part of softening the blow of the bad news.
p. 196
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Analyzing Negative News Strategies
Bloom’s: Knowledge
12. The indirect strategy works best when the bad news is personally upsetting, when the news will prompt a hostile
reaction, and when
a.
the message arrives unexpectedly.
b.
firmness is necessary.
c.
the receiver may overlook the bad news.
d.
the bad news is not damaging.
p. 196
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Analyzing Negative News Strategies
Bloom’s: Knowledge
13. Which of these patterns is typical for bad-news messages presented in the indirect strategy?
a.
Buffer, reasons, bad news, and closing
b.
Buffer, bad news, and closing
c.
Explanation, bad news, buffer, and closing
d.
Bad news, explanation, and closing
The recommended order for bad-news messages is buffer, reasons, bad news, and closing.
p. 196
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Analyzing Negative News Strategies
Bloom’s: Knowledge
14. Corbin must inform employees that overtime pay will be reduced from the current 2.0 factor to a 1.5 factor. Because
he anticipates a hostile reaction, which of the following sequences should Corbin use for the parts of his message?
a.
Bad news, explanation, reasons, and closing
b.
Bad news, reasons, buffer, and closing
c.
Buffer, reasons, bad news, and closing
d.
Buffer, explanation, reasons, and closing
United States – BUSPROG.ESBC.GULO.16.01.01 – DISC.ESBC.GULO.16.01.01
Analyzing Negative News Strategies
Bloom’s: Knowledge
15. Although you may worry about using the indirect strategy to communicate bad news, one benefit it has is
a.
demonstrating your writing abilities.
b.
ensuring that your reasoning will be read while the receiver is still receptive.
c.
disguising the bad news.
d.
placing the bad news before the explanation.
than a direct-strategy message.
pp. 196-197
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Analyzing Negative News Strategies
Bloom’s: Knowledge
16. The primary difference between ethical and unethical communicators is that unethical communicators
a.
intend to deceive.
b.
use only the indirect strategy regardless of the audience, purpose, or topic.
c.
use only the direct strategy regardless of the audience, purpose, or topic.
d.
omit the buffer from their bad-news messages.
p. 197
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Analyzing Negative News Strategies
Bloom’s: Knowledge
17. Which of the following statements about the ethics of delivering bad news is most accurate?
a.
Delaying the bad news in a message is manipulative.
b.
The indirect strategy is unethical only if the writer intends to deceive the reader.
c.
Using the indirect strategy is a way to hide the bad news from the reader.
p. 196
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Analyzing Negative News Strategies
Bloom’s: Knowledge
d.
Delivering bad news is a fact of life; consequently, you need not worry about ethics.
18. The buffer in a bad-news message is a
a.
hint that good news will follow.
b.
statement completely unrelated to the bad news so that receivers will not know that bad news is coming.
c.
statement that reduces shock or pain and encourages the receiver to continue reading.
d.
denial of the requested action.
p. 197
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Composing Effective Negative Messages
Bloom’s: Knowledge
19. Which of the following would be an effective way to begin a bad-news message using the indirect strategy?
a.
Complimenting the reader
b.
Providing a statement of mutual agreement
c.
Revealing the best news
d.
All answer choices would be effective techniques to open a bad-news message using the indirect strategy.
understanding. A buffer may also include a sincere apology.
pp. 197-198
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Composing Effective Negative Messages
Bloom’s: Knowledge
will be read while the receiver is still receptive.
p. 197
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Analyzing Negative News Strategies
Bloom’s: Comprehension
20. Porter Grace, RN, is declining an invitation to speak about the health benefits of juice bars at the fall conference of the
Health and Fitness Trainers Association (HAFTA). Which of the following is the most effective buffer?
a.
I must decline HAFTA’s invitation to speak at its fall conference.
b.
HAFTA members must be looking forward to the annual fall conference in Phoenix this year.
c.
Because you requested only the benefits of juice bars and because I am only a registered nurse, I am not the
speaker you need; perhaps you should contact a juice-bar salesperson.
d.
I cannot speak at your annual conference.
21. Which of the following is not a helpful tip for apologizing in a negative-news message?
a.
Be sincere and explain what you will do to prevent recurrence.
b.
Accept responsibility.
c.
Focus on your regret.
d.
Use good judgment, and do not admit blame without consulting your supervisor.
pp. 198-199
LEARNING OBJECTIVES:
ESBC.GULO.16.07.03 – 07.03
NATIONAL STANDARDS:
United States – BUSPROG.ESBC.GULO.16.01.06 – DISC.ESBC.GULO.16.01.06
Composing Effective Negative Messages
Bloom’s: Knowledge
22. Maya has decided to apologize briefly in the buffer of her bad-news message to a client. Which of the following is the
best apology?
a.
We know that you rely on your espresso machine to function properly.
b.
We apologize for any inconvenience this may have caused.
c.
We sincerely apologize for the problems you experienced with your espresso machine. To prevent recurrence
of this problem, we will recalibrate the heating element at no charge to you.
d.
It is unfortunate that you are unhappy with your espresso machine.
espresso machine. To prevent recurrence of this problem, we will recalibrate the heating
pp. 197-198
LEARNING OBJECTIVES:
ESBC.GULO.16.07.03 – 07.03
Composing Effective Negative Messages
Bloom’s: Application
23. The ability to understand and enter into the feelings of another is called
a.
audience demographics.
b.
sympathy.
c.
empathy.
d.
buffering.
c
Easy
p. 199
LEARNING OBJECTIVES:
ESBC.GULO.16.07.03 – 07.03
NATIONAL STANDARDS:
United States – BUSPROG.ESBC.GULO.16.06.04 – DISC.ESBC.GULO.16.06.04
Composing Effective Negative Messages
Bloom’s: Knowledge
24. Which of these messages most effectively conveys empathy in a bad-news message?
a.
You have every right to be disappointed. I am truly sorry that our product failed to perform as expected.
b.
I am deeply saddened that your service failure disrupted our sale, and we will do everything in our power to
improve our future performance.
c.
We did not intentionally delay the shipment, and we will not accept the disappointment and frustration you
have expressed.
d.
It is with great regret that we must take this step, but you have left us no choice.
a
Moderate
p. 199
LEARNING OBJECTIVES:
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Composing Effective Negative Messages
Bloom’s: Application
Moderate
pp. 198-199
LEARNING OBJECTIVES:
ESBC.GULO.16.07.03 – 07.03
Composing Effective Negative Messages
Bloom’s: Application
25. Which of the following is the most important part of a negative message?
a.
A positive, forward-looking closing
b.
A neutral buffer
c.
An explanation of the reasons for the bad news
d.
The bad news itself
26. When presenting the reasons for bad news, you should
a.
use positive wording.
b.
explain the reasons clearly and specifically without revealing confidential information or creating potential
legal liability.
c.
cite benefits to the reader or others.
d.
All answer choices are correct.
pp. 199-200
LEARNING OBJECTIVES:
ESBC.GULO.16.07.03 – 07.03
NATIONAL STANDARDS:
United States – BUSPROG.ESBC.GULO.16.01.06 – DISC.ESBC.GULO.16.01.06
Composing Effective Negative Messages
Bloom’s: Knowledge
27. You must decline an employee’s request to telecommute three days per week. Which of the following statements best
explains why this bad news is necessary?
a.
Our current company policy does not allow telecommuting.
b.
Unfortunately, we regret that we are unable to afford the expenses associated with telecommuting.
c.
Your daily presence in the office is important to ensure regular customer contact.
d.
Your work standards cannot be relied on unless we are able to observe you at your workstation.
p. 199
LEARNING OBJECTIVES:
ESBC.GULO.16.07.03 – 07.03
NATIONAL STANDARDS:
United States – BUSPROG.ESBC.GULO.16.06.04 – DISC.ESBC.GULO.16.06.04
Composing Effective Negative Messages
Bloom’s: Knowledge
28. Which statement best demonstrates the use of positive wording?
a.
Your request for an extended warranty has been rejected because we cannot find replacement parts for your
specific product.
b.
Unfortunately, we are unable to extend the warranty.
c.
Although the warranty will not be extended, we are happy to replace your item with a similar product at no
charge.
d.
We regret to inform you that your request for an extended warranty has been denied.
p. 200
LEARNING OBJECTIVES:
ESBC.GULO.16.07.03 – 07.03
Composing Effective Negative Messages
Bloom’s: Application
29. All of the following are effective techniques for softening bad news except
a.
suggesting a compromise or an alternative.
b.
positioning the bad news at the beginning or end of a paragraph.
c.
placing the bad news in a subordinate clause.
d.
using passive-voice verbs.
pp. 200-201
LEARNING OBJECTIVES:
ESBC.GULO.16.07.03 – 07.03
United States – BUSPROG.ESBC.GULO.16.06.04 – DISC.ESBC.GULO.16.06.04
Composing Effective Negative Messages
p. 200
LEARNING OBJECTIVES:
ESBC.GULO.16.07.03 – 07.03
Composing Effective Negative Messages
Bloom’s: Application
30. You must announce to customers that your restaurant will no longer be open on Sundays. Which of the following uses
passive-voice verbs to deliver the bad news?
a.
We closed our restaurant on Sundays beginning last month.
b.
Because few customers dine with us on Sundays, we decided to close our restaurant on this weekday.
c.
Beginning last month, our restaurant was closed on Sundays.
d.
Management decided that it must close our restaurant on Sundays.
pp. 200-201
LEARNING OBJECTIVES:
ESBC.GULO.16.07.03 – 07.03
Composing Effective Negative Messages
Bloom’s: Application
31. Allison is declining a request for a monetary contribution from a charitable organization to which her employer, BMI
Industries, usually donates. Which of the following most effectively implies the refusal?
a.
BMI Industries regrets that it cannot contribute this year, but the company hopes to be able to next year.
b.
Although our profits are being reinvested in BMI Industries this year, we hope to be able to contribute next
year.
c.
Although we cannot contribute this year, we may be able to next year.
d.
Unfortunately, we are prevented from contributing this year, but we may be able to in the future.
p. 201
LEARNING OBJECTIVES:
ESBC.GULO.16.07.03 – 07.03
Composing Effective Negative Messages
Bloom’s: Application
32. The closing of a bad-news message may include all of the following except
a.
anticipate future relations or business.
b.
reference resale or promotional information.
c.
include coupons, samples, or gifts.
d.
a restatement of the bad news.
Bloom’s: Knowledge
33. Matt must send a refusal letter to Ryan, who recently interviewed for a job. Which of the following will be the best
closing?
a.
If you have any questions, Ryan, please do not hesitate to call me.
b.
If you had the required five years’ experience in social work, we could have included you in the final slate of
candidates.
c.
Again, Ryan, we truly regret being unable to offer you this position.
d.
We wish you all the best in your job search.
LEARNING OBJECTIVES:
ESBC.GULO.16.07.03 – 07.03
Composing Effective Negative Messages
Bloom’s: Application
34. When you must refuse typical requests, you will first think about how the receiver will react to your refusal and decide
a.
whom or what to blame.
b.
where and how to apologize.
c.
how to invite further correspondence.
d.
whether to use the direct or the indirect strategy.
p. 202
LEARNING OBJECTIVES:
ESBC.GULO.16.07.04 – 07.04
NATIONAL STANDARDS:
United States – BUSPROG.ESBC.GULO.16.01.01 – DISC.ESBC.GULO.16.01.01
Refusing Typical Requests and Claims
Bloom’s: Knowledge
pp. 201-202
LEARNING OBJECTIVES:
ESBC.GULO.16.07.03 – 07.03
United States – BUSPROG.ESBC.GULO.16.01.06 – DISC.ESBC.GULO.16.01.06
Composing Effective Negative Messages
Bloom’s: Comprehension
35. Which of the following sentences presents the reason for denying a customer’s request for credit most effectively?
a.
Your request for credit has been denied.
b.
Because you have not been employed for the past 15 months and have credit debts of over $4,000, we will not
be able to grant you credit at this time.
c.
Although your credit rating does not meet our minimum standards, we would be happy to reconsider your
application if you add a cosigner.
d.
Your failure to meet our standards will not allow us to issue you a credit account.
36. You can soften the blow of the bad news in refusing a typical request or claim by
a.
emphasizing the bad news.
b.
using the active voice.
c.
implying the refusal.
d.
accentuating the negative.
p. 202
LEARNING OBJECTIVES:
ESBC.GULO.16.07.04 – 07.04
NATIONAL STANDARDS:
United States – BUSPROG.ESBC.GULO.16.01.06 – DISC.ESBC.GULO.16.01.06
Refusing Typical Requests and Claims
Bloom’s: Knowledge
37. Which of the following best presents the bad news in a message refusing a customer’s claim?
a.
We are sorry that we cannot give you a full refund for your DVD player.
b.
Because you damaged the DVD player by trying to repair it yourself, we are unable to give you a full refund.
c.
The damage to your DVD player is not covered by the warranty, as explained in the enclosed copy of the
warranty that came with your DVD player.
d.
Although a full refund cannot be issued, we would be happy to repair your DVD player for a nominal fee.
The bad news is presented most effectively in the following sentence: “Although a full refund
or graphic or by placing the blame on the reader.
pp. 202-203
LEARNING OBJECTIVES:
ESBC.GULO.16.07.04 – 07.04
Refusing Typical Requests and Claims
Bloom’s: Application
38. All businesses deal with unhappy customers at some point, and they typically follow this pattern in these situations:
call the customer, describe the problem and apologize, offer an explanation and resolution, and
a.
follow up with a message that documents the phone call and promotes goodwill.
b.
suggest a face-to-face meeting to resolve any remaining issues.
c.
come to an agreement on a refund or compensation.
d.
provide resale information or promote products and services.
pp. 203-204
ESBC.GULO.16.07.04 – 07.04
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Refusing Typical Requests and Claims
Bloom’s: Knowledge
39. Personally delivering bad news is sometimes recommended, but written messages are important to establish a record
of the incident, to formally confirm follow-up procedures, and
a.
to promote good relations.
b.
to denote your leadership rank.
c.
to persuade the receiver to follow your recommendations.
d.
to allow you to identify your organization and position.
incident, and to formally confirm follow-up procedures.
p. 204
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Refusing Typical Requests and Claims
pp. 202-203
ESBC.GULO.16.07.04 – 07.04
Refusing Typical Requests and Claims
Bloom’s: Application
40. Kenesha must respond to a negative comment written by a customer on Twitter. What advice should she follow?
a.
Investigate the situation thoroughly before responding.
b.
Admit that her company errored if the complaint is legitimate and try to remedy the problem.
c.
Suggest a refund or a discount on future services.
d.
Kenesha should follow all these tips.
pp. 204-206
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Refusing Typical Requests and Claims
Bloom’s: Knowledge
41. Constructing messages saying no to emotionally involved receivers is a challenging communication task. Which of the
following is the best advice for this task?
a.
Use the refusal-before-reason pattern to present the information artfully.
b.
Place blame where blame is due, including on the customer if he or she is responsible.
c.
Avoid offering resale information because it may weaken customer confidence.
d.
Use neutral, objective language to explain the reason the claim is refused.
p. 206
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Refusing Typical Requests and Claims
Bloom’s: Knowledge
42. A bad-news message, whether delivered in person or in writing, is usually better received when you
a.
give the reasons before the bad news.
b.
immediately share the bad news.
c.
provide the reasons and explanations but conceal the bad news.
d.
combine the buffer and bad news.
When sharing bad news, present the reasons first, and your message will be better received.
Bloom’s: Knowledge
43. In deciding to share negative information about another employee to your supervisor, what question should you
consider first?
a.
Will I profit personally (promotion, bonus pay, or honors)?
b.
Was the act criminal or hostile behavior or just a one-time mistake?
c.
How should I time the information delivery (before or after a meeting)?
d.
How can I avoid being identified as the tattle tale by other employees?
p. 207
LEARNING OBJECTIVES:
ESBC.GULO.16.07.05 – 07.05
NATIONAL STANDARDS:
United States – BUSPROG.ESBC.GULO.16.06.04 – DISC.ESBC.GULO.16.06.04
Managing Bad News Within Organizations
Bloom’s: Knowledge
44. When you must deliver bad news to one person or a small group, you should usually
a.
send an anonymous letter.
b.
address the issue in a department meeting.
c.
deliver the message in person.
d.
wait at least one week so that you can formulate your thoughts.
p. 207
LEARNING OBJECTIVES:
ESBC.GULO.16.07.05 – 07.05
Managing Bad News Within Organizations
Bloom’s: Knowledge
45. All of the following are helpful tips to deliver a bad-news message personally in the workplace except
a.
consider taking a partner if you fear a “shoot the messenger” reaction.
b.
focus on the future and avoid discussing the past or the present.
p. 206
LEARNING OBJECTIVES:
ESBC.GULO.16.07.05 – 07.05
NATIONAL STANDARDS:
United States – BUSPROG.ESBC.GULO.16.01.01 – DISC.ESBC.GULO.16.01.01
Managing Bad News Within Organizations
Bloom’s: Knowledge
c.
think about timing and do not deliver bad news on a Friday afternoon.
d.
prepare and rehearse; outline what you plan to say.
46. Human Resource Specialist Julie Woodard must inform employees of a major reduction in health care benefits. When
delivering this announcement, she should apply all the following techniques except
a.
let the employees find out through the office grapevine.
b.
inform the employees promptly.
c.
deliver the news personally, if possible.
d.
be honest.
p. 209
ESBC.GULO.16.07.05 – 07.05
Managing Bad News Within Organizations
Bloom’s: Application
47. The buffer in a bad-news message to employees should
a.
explain the organization’s side of the story.
b.
mention reader benefits related to the reasons for the denial.
c.
provide information about an alternative if one exists.
d.
be a neutral or positive statement that transitions to the reasons for the bad news.
p. 209
ESBC.GULO.16.07.05 – 07.05
pp. 207-208
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Managing Bad News Within Organizations
Bloom’s: Comprehension