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Chapter 09 Writing Bad-News Messages Answer Key
True / False Questions
1.
Research indicates that negative news is received positively when it is
not
preceded by an
explanation.
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2.
If you think that your negative news will be accepted routinely, you can choose to write
your message using the direct order.
3.
A preliminary explanation in a bad-news message does
not
cushion the shock of bad
news.
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4.
In a bad-news message, a positive buffer will simply acknowledge your receipt of the
reader’s earlier message.
5.
In a bad-news message, a buffer does
not
explicitly indicate that negative news is
coming.
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6.
You should write a bad-news message in a way that will help the reader accept the news
as positively as possible.
7.
One useful technique for presenting bad news positively is to present your reasoning using
first and third person while avoiding second person.
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8.
One of the ways to take the sting out of bad news is to link it with a reader benefit.
9.
After reading bad news, readers usually appreciate a sincere apology more than an
alternative solution.
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10.
Apologies in bad-news messages may have legal implications if they can be construed as
admissions of guilt.
11.
When refusing a request, you should begin the message with a buffer that sets up the
discussion.
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12.
Opening a message directly with the news that you are refusing the reader’s request
builds goodwill.
13.
In a message refusing a request, the refusal should be presented at the end of a
paragraph as it is the most negative part of the message.
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14.
In the context of writing a request refusal when you are completely in the right, you can
use hostile or defensive language to firmly establish why the refusal must be made.
15.
Adjustment refusals are used only when the reader has refused to pay the amount owed.
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16.
Companies usually have clear and reasonable guidelines for what constitutes a legitimate
adjustment request.
17.
Unlike other refusal messages, an adjustment refusal does
not
begin with a buffer.
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18.
A good strategy to set up an adjustment refusal is to begin on a point of disagreement.
19.
Unlike the other types of bad-news messages, you should end an adjustment refusal on a
negative note.
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20.
When making a negative announcement, you should remember that an indirect, tactful
approach is usually better than an aggressive approach.
Multiple Choice Questions
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21.
Which of the following statements about writing bad-news messages is true?
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22.
The direct approach could be a good choice for a bad-news message if you expect
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23.
Which of the following statements is true of using a strategic buffer in bad-news
messages?
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24.
Which of the following would be a good buffer statement for an indirect bad-news
message?
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25.
Which of the following is true of writing messages following the general indirect plan?
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26.
Shalene works for a hotel and needs to write a bad-news message to a group that has
asked to use the hotel’s conference space at a drastically reduced rate that wouldn’t cover
the expense of setting up the room and cleaning it after. In setting up her negative news,
Shalene’s goal is to
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27.
Which of the following is the best strategy to set up negative news in an indirect order
message?
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28.
Which of the following is a good strategy to use when delivering bad-news messages?
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29.
Which of the following will help you set up your reasons for bad news effectively?