Preview Extract
Chapter 7
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.
Answer: a
Rationale:
Because bad news can disappoint, irritate, and sometimes anger a receiver, such messages
must be constructed carefully. These bad-news messages, which everyone can expect to
occasionally deliver, can be developed using the direct or the indirect strategy. However,
none of them should be deceitful.
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.
Answer: a
Rationale:
The bad feelings associated with disappointing news can generally be reduced if the receiver
(a) knows the reasons for the rejection, (b) feels that the news was revealed sensitively, and
(c) believes that the matter was treated seriously and fairly.
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
Answer: d
Rationale:
When revealing bad news, business communicators should strive to explain the bad news
clearly and completely, project a professional image, convey empathy and sensitivity, be fair,
and maintain friendly relations.
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.
Answer: d
Rationale:
To project a professional and positive image for you and your organization, use polite
language, control your emotions, and respond with clear explanations of why a negative
message was necessary.
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.
Answer: b
Rationale:
To convey empathy and sensitivity, try to use language that respects the receiver but also
attempts to reduce bad feelings. Additionally, when appropriate, accept blame and apologize;
however, strive to do so without creating legal liability for your organization or yourself.
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.
Answer: d
Rationale:
When you show that the decision for negative news was achieved fairly, impartially, and
rationally, receivers are far more likely to accept the negative news.
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.
Answer: d
Rationale:
To successfully convey bad news, writers must carefully consider the audience, purpose, and
context.
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.
Answer: d
Rationale:
First, Taylor should analyze the bad news so that he can anticipate its effect on the receiver.
This analysis will help him choose techniques and words to reduce the pain of the bad news.
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.
Answer: c
Rationale:
Use the direct strategy when firmness is necessary. All other answer choices require the
indirect strategy.
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
Answer: a
Rationale:
Use the direct strategy to announce the change of business services because your audience
may otherwise ignore this information. All other topics should use the indirect strategy
because they are likely to provoke hostile responses or cause personal upset.
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.
Answer: c
Rationale:
The indirect strategy ensures that you keep the reader's attention as you explain the reasons
for the bad news. The explanation is an important part of softening the blow of the bad news.
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.
Answer: a
Rationale:
Use the indirect strategy when the bad news will arrive unexpectedly. All other answer
choices typically require the direct strategy.
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
Answer: a
Rationale:
The recommended order for bad-news messages is buffer, reasons, bad news, 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
Answer: c
Rationale:
When a hostile reaction is anticipated, beginning with a buffer may keep the audience
receptive enough to listen to Corbin's presentation of the reasons before he must present the
bad news of the reduction in overtime pay. Using this indirect strategy for a bad-news
message is recommended when the news is upsetting.
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.
Answer: b
Rationale:
The indirect strategy softens the blow by placing a neutral buffer in the opening to help
ensure your explanation will be read. By placing the explanation before the bad news, you
guarantee that your indirect-strategy message is less likely to cause hard feelings and pain
than a direct-strategy message.
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.
Answer: a
Rationale:
Unethical communicators are purposefully deceptive. Their communication goal is to deceive
their readers, regardless of the message, audience, purpose, or pattern.
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.
Answer: b
Rationale:
The key to the ethical communication of bad news lies in the motives of the sender. The
indirect strategy is not unethical when used to soften the blow and to ensure that your reasons
will be read while the receiver is still receptive.
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.
Answer: c
Rationale:
A well-written buffer is a neutral but meaningful statement that reduces shock or pain and
encourages continued reading. It should provide a natural transition to the explanation that
follows.
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.
Answer: d
Rationale:
The indirect strategy begins with a buffer that reduces the shock or pain of the bad news.
Effective buffers include revealing the best news; complimenting the reader; providing
objective information or facts; or including a statement of appreciation, mutual agreement, or
understanding. A buffer may also include a sincere apology.
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.
Answer: b
Rationale:
The buffer should be a neutral but meaningful statement that does not mention the bad news.
The best response follows: "HAFTA members must be looking forward to the annual fall
conference in Phoenix this year."
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.
Answer: c
Rationale:
Helpful tips for effective apologies include being sincere, accepting responsibility, and using
good judgment. Focusing on your regret will not convey sincerity or improve your message.
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.
Answer: c
Rationale:
The best apology is "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" because it is sincere and shows that the company cares and
wants to fix the problem.
23. The ability to understand and enter into the feelings of another is called
a. audience demographics.
b. sympathy.
c. empathy.
d. buffering.
Answer: c
Rationale:
Empathy is the ability to understand and enter into the feelings of another. Demonstrating
empathy is important in writing apologies.
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.
Answer: a
Rationale:
Conveying empathy and sympathy in a bad-news message can be difficult. Empathy shows
understanding of the other's feelings. Only "You have every right to be disappointed..." shows
genuine care for the receiver's feelings.
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
Answer: c
Rationale:
The most important part of a negative message is the explanation of the reasons for the bad
news.
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.
Answer: d
Rationale:
When presenting the reasons for the bad news, you should explain the decision clearly
without revealing confidential information or creating potential legal liability, cite benefits to
the reader or others, choose positive wording, and demonstrate that the matter was treated
seriously and fairly. You should not, however, include blanket company policy statements
because readers resent them.
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.
Answer: c
Rationale:
"Your daily presence in the office is important to ensure regular customer contact" would be
most effective because it is a positive statement showing how the company and customers
benefit.
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.
Answer: c
Rationale:
Only the sentence beginning with "Although your warranty..." demonstrates positive
wording. All other answer choices use negative words such as "rejected," "cannot,"
"unfortunately," "unable," "regret," and "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.
Answer: b
Rationale:
These techniques can cushion bad news: positioning the bad news in the middle of a
paragraph, placing the bad news in a subordinate clause, using passive-voice verbs,
highlighting the positive, implying the refusal, and suggesting a compromise or an
alternative.
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.
Answer: c
Rationale:
"Beginning last month, our restaurant was closed on Sundays" uses the passive voice. All
other responses use the active voice.
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.
Answer: b
Rationale:
"Although our profits are being reinvested in BMI Industries this year, we hope to be able to
contribute next year" implies the refusal by explaining how company money will be spent on
other resources.
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.
Answer: d
Rationale:
The closing of a bad-news message may include any of the following: references to an
alternative if one exists, free materials, good wishes, a forward look to future relations or
business, and resale or sales information.
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.
Answer: d
Rationale:
"We wish you all the best in your job search" is effective because it is positive and forwardlooking. Other closings are inappropriate because they invite further communication, place
blame on the receiver, or repeat the bad news.
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.
Answer: d
Rationale:
As you consider your receiver's reaction, you will decide to use either the direct or the
indirect strategy. If you expect the receiver to be upset, use 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.
Answer: c
Rationale:
Only "Although your credit rating does not meet our minimum standards, we would be happy
to reconsider your application if you add a cosigner" effectively presents the reason for the
denial of the customer's request. Other responses include a negative tone by being too harsh
or graphic or by placing the blame on the reader.
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.
Answer: c
Rationale:
One effective technique to soften the impact of bad news is implying the refusal. Other
techniques to soften the blow include de-emphasizing the bad news; using the passive voice;
accentuating the positive; and suggesting a compromise, alternative or substitute.
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.
Answer: d
Rationale:
The bad news is presented most effectively in the following sentence: "Although a full refund
cannot be issued, we would be happy to repair your DVD player for a nominal fee." This
sentence presents the bad news using the passive voice, de-emphasizes the bad news by
placing it in a subordinate clause, accentuates the positive, and offers a reasonable alternative.
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.
Answer: a
Rationale:
The phone call typically concludes with the discussion of the explanation or reasons and the
resolution of the customer's claim or complaint. After the phone call, the business will follow
up with a message documenting the phone call and promoting goodwill.
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.
Answer: a
Rationale:
A written message allows the sender to promote good relations. Written messages are also
important to communicate when personal contact is impossible, to establish a record of the
incident, and to formally confirm follow-up procedures.
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.
Answer: d
Rationale:
When organizations respond to negative posts and reviews online, they are wise if they first
verify the complaint, admit error when the complaint is justified, respond quickly and
constructively, and offer refunds or discounts. Companies should also view negative online
comments as growth opportunities and accept the fact that all businesses will experience
some public negativity.
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.
Answer: d
Rationale:
When saying "no" to upset receivers, follow these tips: use neutral, objective language; adopt
the proper tone; don't blame customers, even if they are at fault; avoid "you" statements that
sound preachy; and consider offering resale information to rebuild the customer's confidence
in your products or organization.
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.
Answer: a
Rationale:
When sharing bad news, present the reasons first, and your message will be better received.
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?
Answer: b
Rationale:
Your first consideration when deciding to share bad news is determining whether the
behavior is noncriminal and trivial. A one-time offense that did not cause any significant
harm is often better unreported.
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.
Answer: c
Rationale:
When bad news involves one person or a small group, you should generally deliver the news
in person and promptly. Delivering bad news to a coworker or supervisor is a reality for most
businesspeople, and everyone must learn to deliver these messages professionally.
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.
Answer: b
Rationale:
When delivering a bad-news message personally in the workplace, you should discuss the
past, the present, and the future to provide a complete picture of the situation. It is also
appropriate to be well prepared, to take a partner if a hostile reaction is likely, and to avoid a
Friday afternoon.
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.
Answer: a
Rationale:
When delivering negative news to employees, you should do so honestly, promptly, and
personally, if possible. Allowing employees to learn of the reduction through the grapevine
would not be appropriate because morale can be destroyed when employees learn of major
events affecting their jobs through the grapevine or from news accounts.
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.
Answer: d
Rationale:
The buffer should be a neutral or positive statement that transitions to the reasons for the bad
news. Your explanation of the organization's side of the story and reader benefits will occur in
the reasons, not the buffer. A presentation of alternatives will occur in the closing.
48. Which of the following sentences to employees best explains the reasons for a reduction
in a company workforce?
a. Although we would like to retain our current workforce, we have no choice but to reduce
the number of employees.
b. We did everything possible to prevent this from happening.
c. The decision cannot be changed.
d. Because of a decrease in sales, the number of employees will need to be reduced, which we
know will affect all of you.
Answer: d
Rationale:
When conveying bad news, you must explain the logic behind the bad news and provide a
rational explanation using positive words and empathy. The only sentence that uses positive
wording and empathy is the sentence beginning with "Because of a decrease in sales..."
49. What is the best advice for presenting the bad-news portion of your negative message to
employees?
a. Strive to sugarcoat the message to ease the employees' pain.
b. Place the bad news in the first sentence of a paragraph.
c. Position the bad news so that it does not stand out.
d. Use subjective language.
Answer: c
Rationale:
Position your bad news so that it does not stand out in your message. For instance, place it in
a subordinate clause or in the middle of a paragraph. Don't start a paragraph with the bad
news.
50. Although businesses prefer to deliver bad news to employees personally, when bad news
must be given to large groups of employees, businesses are most likely to use which of the
following?
a. Newspaper advertisements
b. Hard-copy memos
c. Tweets
d. Wikis
Answer: b
Rationale:
Although businesses now use a variety of digital media to communicate messages to large
groups of employees, companies typically use hard-copy memos to convey bad news.
51. Your employer may ask you to respond to customer complaints appearing on Twitter,
Facebook, or complaint websites.
a. True
b. False
Answer: True
Rationale:
Customers are posting comments, both positive and negative, on these digital communication
media, and smart businesses are responding appropriately. As a company representative, you
may respond to complaints voiced to the world on Twitter, Facebook, or complaint websites.
52. Only business executives and managers must deliver bad news.
a. True
b. False
Answer: False
Rationale:
The truth is that everyone occasionally must deliver negative news in business. Because bad
news disappoints, irritates, and sometimes angers the receiver, such messages must be
delivered carefully.
53. The bad feelings associated with disappointing news can generally be reduced if the
receiver knows the reasons for the rejection, feels that the news was revealed sensitively, and
believes that the matter was treated seriously and fairly.
a. True
b. False
Answer: True
Rationale:
The bad feelings associated with disappointing news can generally be reduced if the receiver
knows the reasons for the rejection, feels that the news was revealed sensitively, and believes
that the matter was treated seriously and fairly.
54. When delivering bad news, you should explain the bad news clearly to make your readers
understand and, in the best case, accept the bad news.
a. True
b. False
Answer: True
Rationale:
When delivering bad news, you should explain the bad news clearly to make your readers
understand and, in the best case, accept the bad news.
55. When irate customers sound threatening and overstate their claims, as a business
representative, you should respond by indicating that the customer and his or her claim are
irrational.
a. True
b. False
Answer: False
Rationale:
One of your goals as a business professional is to project a professional image of you and
your company. Even when irate customers sound threatening and overstate their claims, you
should strive to stay calm, use polite language, and respond with clear explanations for the
bad news.
56. In order to convey empathy and sensitivity for your receiver, you should always accept
blame and apologize for the bad news.
a. True
b. False
Answer: False
Rationale:
Although you should use language that respects the receiver and reduces bad feelings, you
should accept blame and apologize only when appropriate. If you do accept blame and
apologize, you should do so without creating legal liability for your organization or yourself.
57. When you show that the decision for negative news was made fairly, impartially, and
rationally, receivers are far more likely to accept the negative news.
a. True
b. False
Answer: True
Rationale:
When you show that the decision for negative news was made fairly, impartially, and
rationally, receivers are far more likely to accept the negative news.
58. All bad-news messages should be presented using the indirect strategy.
a. True
b. False
Answer: False
Rationale:
Although many negative messages will be delivered with the indirect strategy, some
messages will best be delivered with the direct strategy. Smart business writers must carefully
consider the audience, purpose, and context to determine which strategy is more appropriate.
59. The direct strategy saves time and is preferred by some who consider it to be more
professional and even more ethical than the indirect strategy.
a. True
b. False
Answer: True
Rationale:
The direct strategy saves time and is preferred by some who consider it to be more
professional and even more ethical than the indirect strategy.
60. If your receiver might overlook the bad news, it is appropriate to use the direct strategy.
a. True
b. False
Answer: True
Rationale:
The direct strategy is appropriate when the receiver might overlook the bad news. It is also
appropriate when directness is preferred, when firmness is necessary, or when the bad news is
not damaging.
61. If your message may create a hostile reaction, you should use the indirect strategy.
a. True
b. False
Answer: True
Rationale:
The indirect strategy works best when the bad news is personally upsetting, will prompt a
hostile reaction, threatens the business relationship, and arrives unexpectedly.
62. If you are worried that the indirect strategy seems manipulative, you should use the direct
strategy to break the bad news bluntly even though the direct strategy may cause hard
feelings and pain.
a. True
b. False
Answer: False
Rationale:
Because your goal is to be a compassionate, yet effective communicator, you should avoid
the pain and hard feelings that can result when breaking bad news bluntly. The indirect
strategy softens the blow somewhat, as well as ensures that your reasoning will be read while
the receiver is still receptive.
63. The key to ethical communication lies in the motives of the sender.
a. True
b. False
Answer: True
Rationale:
Sender motives are a key component of ethical communication; unethical communicators
intend to deceive.
64. In using the indirect strategy to communicate bad news, you should avoid mentioning the
bad news.
a. True
b. False
Answer: False
Rationale:
The indirect strategy should not be used to avoid or misrepresent the truth.
65. To write an effective, calming bad-news message to an unhappy customer, you may need
to include a misleading statement or slightly deceptive claim.
a. True
b. False
Answer: False
Rationale:
Misleading, deceptive, and unethical claims are never acceptable. In fact, many of them are
simply illegal.
66. A buffer is a device to reduce shock or pain.
a. True
b. False
Answer: True
Rationale:
A buffer is a neutral, meaningful statement at the beginning of a bad-news message that
encourages the reader to continue reading and reduces shock or pain; it also provides a
natural transition to the explanation that follows.
67. All buffers should begin by complimenting the receiver.
a. True
b. False
Answer: False
Rationale:
Complimenting the receiver is only one technique to buffer the bad news. Other possibilities
include starting with the best news, demonstrating appreciation, showing agreement or
understanding, or providing objective facts.
68. The most important part of a bad-news message is the section that explains why a
negative decision is necessary.
a. True
b. False
Answer: True
Rationale:
The section that explains the reasons for the bad news is the most important part of a negative
message. Without sound reasons a message will fail, no matter how cleverly it is organized or
written.
69. Using the following statement in an explanation of the reasons for the bad news could
help the receiver to accept the message: Although we would like to consider installing the
heating system you have offered, we are seeking a more energy-efficient, environmentally
friendly unit.
a. True
b. False
Answer: True
Rationale:
Readers accept bad news more readily if they see that someone or something else benefits.
By mentioning the environmental benefits of a more fuel-efficient heating system, you may
help the reader accept the bad news.
70. Company policy prevents us from exchanging your defective wireless router more than
30 days after you purchased it is an example of an effective explanation.
a. True
b. False
Answer: False
Rationale:
Readers resent blanket policy statements prohibiting something.
71. To take the spotlight off the bad news, place it at the end of a paragraph.
a. True
b. False
Answer: False
Rationale:
Do not place bad news at the beginning or end of a paragraph; the reader's eye will linger on
these high-visibility spots.
72. When you must refuse a request, you may sometimes offer an alternative, substitute, or
compromise.
a. True
b. False
Answer: True
Rationale:
Offering a suitable compromise, substitute, or alternative can lessen the pain of a refusal.
73. You should never include resale or sales promotion material in a negative-news message.
a. True
b. False
Answer: False
Rationale:
When the bad news is not devastating or personal, references to resale information or
promotion may be appropriate.
74. If you have any further questions, please do not hesitate to call me is a professional way
to close a refusal message.
a. True
b. False
Answer: False
Rationale:
Avoid endings that invite further correspondence; in addition, this ending includes trite
language.
75. If you are uncertain how the receiver will respond, use the indirect strategy to refuse
requests and claims.
a. True
b. False
Answer: True
Rationale:
Depending on how you think the receiver will react to your refusal, you can use the direct or
the indirect strategy. If you have any doubt, use the indirect strategy.
76. Every business will have unhappy customers at some point. If possible, the business
should respond immediately and personally to these customers' problems.
a. True
b. False
Answer: True
Rationale:
All businesses offering products or services must sometimes deal with troublesome situations
that cause unhappiness to customers. Whenever possible, these businesses should deal with
the unhappy customers immediately and personally.
77. Smart business representatives always avoid calling an unhappy customer to resolve
problems.
a. True
b. False
Answer: False
Rationale:
Most business professionals strive to control damage and resolve problems by calling or emailing a customer immediately.
78. Written messages to customers are important because such messages establish a record of
the problem.
a. True
b. False
Answer: True
Rationale:
Written messages are important to establish a record of the problem. They are also important
to communicate when personal contact is impossible, to formally confirm follow-up
procedures, and to promote good relations.
79. Although businesses may find complaints about their products and services on sites such
as Twitter and Facebook, wise businesses should never respond to such complaints in the
cyber world.
a. True
b. False
Answer: False
Rationale:
Businesses should respond to negative posts and reviews online. When doing so, they should
verify the situation, respond quickly, and offer refunds or discounts. They should also use the
customer feedback to improve their products and services and accept the fact that nearly
every business will experience some negativity.
80. The reasons-before-refusal plan works well when denying claims.
a. True
b. False
Answer: True
Rationale:
When you must deny a claim, your receiver is likely to feel disappointment or even anger.
Using the reasons-before-refusal plan helps you be empathic and artful in breaking the bad
news.
81. In denial messages you must establish the proper tone and use you statements such as You
would have known that cash refunds are not available if you had read the receipt.
a. True
b. False
Answer: False
Rationale:
The tone of a denial message is important. Therefore, you should avoid preachy "you"
statements (You would have known that cash refunds are not available if you had read the
receipt). Instead, use neutral, objective language to explain the reasons for the denial.
82. Messages denying customer claims should clearly blame the customer to avoid company
liability.
a. True
b. False
Answer: False
Rationale:
In denial messages do not blame customers, even if they are at fault.
83. Whether to use a direct or an indirect strategy in delivering bad news to employees
depends primarily on the anticipated reaction of the receiver.
a. True
b. False
Answer: True
Rationale:
You should consider the anticipated reaction of your receiver to determine whether to use a
direct or indirect strategy to deliver bad news.
84. Although a reasons-first approach and tactful tone preserve friendly relations with
customers, these techniques are not useful for bad-news messages inside an organization.
a. True
b. False
Answer: False
Rationale:
A tactful tone and a reasons-first approach not only help preserve friendly relations with
customers but also assist organizations when delivering bad news internally.
85. When delivering bad news, you should first determine if the negative information is
newsworthy.
a. True
b. False
Answer: True
Rationale:
When you have the unhappy responsibility of delivering bad news, first decide whether the
negative news is newsworthy.
86. When workplace bad news involves one person or a small group nearby, you should
generally deliver that news in person.
a. True
b. False
Answer: True
Rationale:
Deliver workplace bad-news messages in person when the receivers are a small group nearby.
87. If you are required to deliver bad news to your employees in person, the best technique is
to gather your information and deliver it off the cuff to appear sincere.
a. True
b. False
Answer: False
Rationale:
When you must deliver bad news in person, be sure to gather all the information, prepare, and
rehearse. An off-the-cuff delivery will make you appear unprepared, not sincere.
88. Smart managers deliver bad news to employees promptly and honestly because receiving
bad news via the grapevine can seriously damage workplace morale.
a. True
b. False
Answer: True
Rationale:
Smart organizations involved in a crisis prefer to communicate the news openly to employees
and stakeholders. Morale can be destroyed when employees learn via rumor about factors
affecting their jobs.
89. Your buffer in a bad-news message to employees could be a compliment, appreciation, or
solid facts.
a. True
b. False
Answer: True
Rationale:
The opening buffer in communicating bad news to employees may be a compliment,
appreciation, solid facts, or a point of agreement. It is also essential the opening is sincere and
understanding.
90. The closing in a bad-news communication to employees must never look forward or
discuss what will happen next because doing so can create a legal obligation.
a. True
b. False
Answer: False
Rationale:
Appropriate contents in the closing of a bad-news message to employees include information
about an alternative, if one exists, and a description of what will happen next. Be certain to
look forward positively.
91. When the bad news is insignificant and does not personally affect the receiver, you should
use the ____________________ strategy to organize your negative news.
Answer: direct
Rationale:
Use the direct strategy when the bad news is insignificant and does not personally affect the
receiver, when the receiver may overlook the bad news, when the receiver or organization
prefers directness, and when firmness is needed.
92. To soften bad news, many business writers choose to use the ____________________
organizational strategy.
Answer: indirect
Rationale:
Using the indirect strategy to reveal bad news slowly and indirectly prepares the reader, thus
softening the impact.
93. A communicator who intends to deceive when writing a bad-news message is displaying
____________________ behavior.
Answer: unethical
Rationale:
An unethical communicator intends to deceive.
94. A bad-news message using the indirect strategy begins with a ____________________,
which is a neutral but meaningful statement that encourages the reader to continue reading.
Answer: buffer
Rationale:
A bad-news message using the indirect strategy begins with a buffer, which is a meaningful
statement that encourages the reader to continue reading.
95. A(n) __________________ is an admission of blameworthiness and regret for an
undesirable event.
Answer: apology
Rationale:
An apology is an admission of blameworthiness and regret for an undesirable event. Some
bad-news messages include apologies.
96. ____________________ is the ability to understand and enter into the feelings of another.
Answer: Empathy
Rationale:
Empathy is the ability to understand and enter into the feelings of another.
97. The most important part of any bad-news message is the ____________________ that
explain or justify the bad news.
Answer: reasons
Rationale:
The most important part of any bad-news message is the reasons for the bad news. Providing
an explanation reduces feelings of ill will and improves the chances that readers will accept
the bad news.
98. Using a(n) ____________________-voice verb enables you to depersonalize an action
and cushion the bad news.
Answer: passive
Rationale:
Active-voice verbs focus attention on a person, but passive-voice verbs depersonalize the
action and cushion the impact of the bad news.
99. Business communicators should consider including a forward look, good wishes, a
mention of freebies, or references to resale information or promotion in the
____________________ of a bad-news message.
Answer: closing
Rationale:
Business communicators should consider including a forward look, good wishes, a mention
of freebies, or references to resale information or promotion in the closing of a bad-news
message.
100. ____________________ messages are important to communicate when personal contact
is impossible, to establish a record of the incident, to formally confirm follow-up procedures,
and to promote good relations.
Answer: Written
Rationale:
Written messages are important to communicate when personal contact is impossible, to
establish a record of the incident, to formally confirm follow-up procedures, and to promote
good relations.
Test Bank for Essentials of Business Communication
Mary Ellen Guffey, Dana Loewy
9781285858913, 9781337386494, 9781111821227, 9781285858890, 9780176473358, 9780176531409
