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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.
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
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.
5. To convey empathy and sensitivity when delivering bad news, you should
a.
show that you are human by using strong, forceful language.
b.
accept blame and apologize when appropriate.
c.
avoid explaining the reasons for the bad news.
d.
always cite company policy.
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.
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.
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.
9. You will use the direct strategy for your message when the bad news is not damaging, when the receiver might
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
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.
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.
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
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
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.
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.
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.
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.
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.
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.
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.
23. The ability to understand and enter into the feelings of another is called
a.
audience demographics.
b.
sympathy.
c.
empathy.
d.
buffering.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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?
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.
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.
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.
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.
