Chapter 8
1) A negative message ________.
A) is impossible to deliver without coming across as a negative person
B) conveys news that is exactly what your audience expected to hear
C) contains information that is not what your audience wants to hear
D) cannot avoid legal liability
E) cannot promote goodwill
Answer: C
Explanation:
C) A negative message is any type of information construed as bad news because it's not
what your audience expected or wanted to hear. While challenging, it is possible to deliver
such a message so that it promotes goodwill, avoids legal liability, and does not portray you
as a negative person.
2) Delivering a negative message so that the audience accepts it and goodwill is promoted
________.
A) is not recommended
B) is challenging but not impossible
C) can have legal consequences
D) is not something you can prepare for
E) will make you come across as a negative person
Answer: B
Explanation:
B) Strive to help the receiver accept the bad news. Aim to promote goodwill while resolving
the situation. Try to maintain your reputation and that of your business, and to avoid legal
liability.
3) Which of the following questions should you ask yourself first when developing a negative
message?
A) What information must my message include?
B) What evidence supports my position?
C) How will the situation affect the receiver's response?
D) Why am I sending this message?
E) What objections can I expect the receiver to have?
Answer: D
Explanation:
D) When developing a negative message the first three questions you need to ask yourself
are: Who is my audience? Why am I sending this message? What outcome do I want from
this message. Once you've answered them you can think about the content-specific questions
in the other choices.
Due to an unforeseeable crisis, you won't be able to meet the deadline for a project that you
just agreed to take on for a new client.
4) What is the answer to the question, "Why am I sending this message?"
A) to inform your client that you cannot meet the original deadline
B) to apologize to your client
C) to convince your client that it's not your fault you will miss the deadline
D) to prevent your client from thinking you are unreliable
E) to get your client to find another company to take on this project
Answer: A
Explanation:
A) The reason you are sending the message is to let the client know that you will not meet the
deadline. The other choices may have some relevance to this message, but they do not answer
this question.
5) While developing the message to inform your client of this bad news, you determine that
you'd like to try to get the client to extend the deadline instead of giving the project to another
company. Which question have you been thinking about?
A) Why am I sending this message?
B) What information must my message include?
C) What outcome do I want from this message?
D) Who is my audience?
E) What evidence supports my position?
Answer: C
Explanation:
C) Thinking about what you want to happen as a result of your message is vital to crafting it
so show your audience why this outcome is desirable for them as well.
6) You think that your client will be especially worried to hear this news since you haven't
worked together before, and you haven't established a track record of reliable performance
yet. It will likely be more upsetting to her since it's the first project she is managing, and she
will worry that this will reflect poorly on her. Which question have you been thinking about?
A) Why am I sending this message?
B) What information must my message include?
C) What outcome do I want from this message?
D) What evidence supports my position?
E) How will the situation affect the receiver's response?
Answer: E
Explanation:
E) Consider the factors leading up to the message. Be sensitive to how they could affect the
receiver's reaction to your message.
7) When beginning to develop a negative message, ________.
A) thinking about who should receive the message is one of your first concerns
B) the less planning you do the better; it's important to communicate the bad news as soon as
possible
C) it is inappropriate to think about what objections your audience may have to your message
D) it is premature to think about the outcome you want to receive from your message
E) you shouldn't think about why you are sending this message until you determine what
information your message must include
Answer: A
Explanation:
A) When developing a negative message the first three questions you need to ask yourself
are: Who is my audience? Why am I sending this message? What outcome do I want from
this message. Once you've answered them you can think about the content-specific questions.
8) If you express yourself clearly and avoid negative language in your message, your
message ________.
A) will breed contempt
B) is seeking to delude
C) will be ignored
D) will offer hope
E) will be a disappointment
Answer: D
Explanation:
D) Delivering bad news is no fun. However, the right tone can make the difference between a
message that's ignored and a message that's read; a message that breeds contempt and one
that cultivates good will; and a message that creates disappointment and one that offers hope.
Explaining yourself clearly and avoiding negative language are two techniques for setting the
right tone.
9) Delivering bad news is no fun. However, the right ________ can make the difference
between a message that's ignored and a message that's read; a message that breeds contempt
and one that cultivates good will.
A) layout
B) tone
C) formatting
D) font
E) margins
Answer: B
Explanation:
B) Delivering bad news is no fun. However, the right tone can make the difference between a
message that's ignored and a message that's read; a message that breeds contempt and one
that cultivates good will; and a message that creates disappointment and one that offers hope.
Explaining yourself clearly and avoiding negative language are two techniques for setting the
right tone.
10) To set the right tone in a negative message, ________ the bad news.
A) minimize the time spent on
B) attempt to trivialize
C) try to gloss over
D) make jokes about
E) speak vaguely about
Answer: A
Explanation:
A) To set the right tone for a negative message, explain yourself clearly. Minimize the time
and space devoted to the bad news, but do not trivialize it. Present the information the way
you would like to receive it, with the seriousness and care it deserves.
11) Why does the following statement set the wrong tone for a negative message?
Thank you for your recent order. Due to high demand, the item you ordered is out of stock; it
will be available in a week. We're sorry for this delay, but I'm sure you'll agree that waiting
one week is hardly the end of the world.
A) it uses lots of negative language
B) it doesn't clearly explain the news
C) it devotes too much time to the negative news
D) it trivializes the negative news
E) it doesn't spend enough time on the negative news
Answer: D
Explanation:
D) This statement uses positive language to clearly but concisely relate the bad news: a delay
in the availability of a product that a customer ordered. However, it makes light of this delay
by flippantly saying "it's hardly the end of the world." For all the writer knows this could be a
major inconvenience to the customer. The statement would be improved by deleting the
comment that trivializes the bad news.
12) To set the right tone for a negative message, unless you are taking responsibility for an
action or inaction, avoid ________.
A) clear explanations
B) careful language
C) sincere apologies
D) consequence-oriented language
E) negative language
Answer: E
Explanation:
E) Unless you are taking responsibility for an action or inaction, avoid negative language, or
words that convey unhappy and unpleasant thoughts. Words such as these predispose the
receiver of your message to react negatively to your message.
13) Which of the following would be best to use in a negative message denying a customer's
request to have his phone repaired?
A) Unfortunately, I must inform you that because the damage is your fault, it is not covered
by your warranty.
B) Sadly, since you broke the phone yourself we will not repair it.
C) We refuse to pay for the repairs to your phone since you are the one who caused the
problem.
D) We value your business but we can't pay for repairs that are due to your negligence.
E) Your warranty covers manufacturer's defects, not accidental breakage.
Answer: E
Explanation:
E) This is the only choice that avoids negative language. Unless you are taking responsibility
for an action or inaction, avoid negative language, or words that convey unhappy and
unpleasant thoughts. Words such as these predispose the receiver of your message to react
negatively to your message.
14) Which of the following would be best to use in a message to an employee informing her
that she did not receive the promotion she was up for?
A) The promotion has been given to another candidate, sadly, who was better than you for the
position.
B) The promotion was awarded to another candidate who more closely meets the needs of the
position.
C) The promotion was given to another, more impressive candidate.
D) I regret to inform you that you lost the promotion.
E) Unfortunately, another candidate beat you out for the promotion.
Answer: B
Explanation:
B) This statement avoids negative language in clearly communicating the fact that another
candidate got the promotion. It emphasizes that another candidate got it, not that the recipient
of this message lost it. It emphasizes the fitness of the selected candidate, instead of the
deficiencies of the recipient of the message.
15) Using negative language in a bad-news message ________.
A) predisposes the reader to react negatively
B) is required to clearly communicate the news
C) helps find the "silver lining" in a bad situation
D) is inappropriate if you are taking responsibility for an action or inaction
E) will protect the reader's feelings
Answer: A
Explanation:
A) Using positive wording will prevent your reader from fearing your message and avoiding
reading or hearing what you have to say.
16) All of the following are recommended to set the right tone for a negative message
EXCEPT
A) explain yourself clearly
B) accentuate the positive
C) never apologize
D) refrain from angry or abusive langauge
E) avoid careless language
Answer: C
Explanation:
C) Let people know that you understand the news you're delivering is inconveniencing them,
hurting them financially, or causing them distress. There is nothing wrong with saying you
feel bad about delivering bad news; people appreciate heartfelt apologies.
17) Which of the following would be best in a negative message informing a customer that
his order was lost in transit and will be reshipped?
A) There was a problem with your order, but we will take care of it. We will get to the
bottom of it and make sure it doesn't happen again.
B) We're not sure how it happened, but your order was lost in shipping.
C) The order that you were supposed to receive today was lost in transit, so we have
overnighted a replacement order that will arrive tomorrow morning.
D) A new order, with a new tracking number, has been sent express delivery and will arrive
first thing tomorrow morning.
E) Your order has been lost in shipping. These things happen from time to time, but we
sincerely apologize for any inconvenience this causes you.
Answer: C
Explanation:
C) This statement communicates that the original order was lost, and clearly describes the
actions the company has taken to remedy the situation. Some of the other choices explain the
problem without the remedy, or the remedy without the problem. Both are needed for a clear
message.
18) Saying something that is untrue, or that you are not sure of, just to protect the receiver's
feelings ________.
A) sets the right tone for your message
B) could have legal repercussions
C) predisposes the reader to react negatively
D) is good business practice
E) is a win-win situation
Answer: B
Explanation:
B) Do not say anything that is untrue just to protect the reader's feelings. Do not give people
false hope when you have no way of knowing if what you say is actually possible. Legally,
such statements could imperil you and your company.
19) Try to accentuate the positive ________.
A) as long as the bad news isn't too serious
B) even if it means stretching the truth
C) no matter how bad the news is
D) unless the bad news was unavoidable
E) only if it will give the reader false hope
Answer: C
Explanation:
C) No matter how bad the news is, try to say something positive, which will go a long way
with your reader. Don't, however, make promises your firm can't keep. Because you are a
representative of your company, your promises are legally binding.
20) The worst thing you can do when delivering bad news is to ________.
A) offer an apology
B) take responsibility
C) use abusive language
D) include positive wording
E) accentuate the positive
Answer: C
Explanation:
C) Never use angry or abusive language. It is the worst thing you can do when delivering bad
news.
21) Using the passive voice in a negative message ________.
A) results in sentences that are easier for the receiver to read
B) makes it clear who the "actor" is
C) softens the blow of the bad news should be done as much as possible
D) can make it look like the writer is avoiding accountability
E) more clearly and effectively delivers the information
Answer: D
Explanation:
D) Use the passive voice sparingly. Using the passive voice seems to soften the blow of bad
news. However, it also conveys a lack of accountability on the part of the writer, as well as a
certain distance or lack of caring. Readers generally resent this tone.
22) Which of the following sentences uses the passive voice?
A) We will take legal action if you do not respond to this letter.
B) You must pay the minimum balance by April 10.
C) A negative rating will be submitted to your credit report.
D) We are unable to fulfill your order at this time.
E) Our bank cannot give you a loan at this time.
Answer: C
Explanation:
C) Passive voice sentences don't specify who or what is doing the acting. The writer of this
sentence does not say who will submit the negative rating, which leaves the reader
wondering. Use the passive voice sparingly. Using the passive voice seems to soften the blow
of bad news. However, it also conveys a lack of accountability on the part of the writer, as
well as a certain distance or lack of caring. Readers generally resent this tone.
23) Which of the following sentences uses the passive voice?
A) Due to a processing delay, we cannot ship your order on time.
B) Because your credit rating did not meet our minimum, we cannot approve your loan.
C) In spite of your impressive qualifications, we cannot offer you a job at this time.
D) Although your story is impressive, it was not selected as one of the winners.
E) Since your application was not submitted on time, we cannot consider you for admissions
this term.
Answer: D
Explanation:
D) Passive voice sentences don't specify who or what is doing the acting. The writer of this
sentence does not say who has not selected the story as one of the winners, which leaves the
reader wondering. Use the passive voice sparingly. Using the passive voice seems to soften
the blow of bad news. However, it also conveys a lack of accountability on the part of the
writer, as well as a certain distance or lack of caring. Readers generally resent this tone.
24) In negative messages, the passive voice should ________.
A) always be used
B) never be used
C) be used sparingly
D) be used as much as possible
E) not have any impact on the tone of the message
Answer: C
Explanation:
C) Use the passive voice sparingly. Using the passive voice seems to soften the blow of bad
news. However, it also conveys a lack of accountability on the part of the writer, as well as a
certain distance or lack of caring. Readers generally resent this tone.
25) If you don't make the minimum payment by February 14, your account will be
suspended.
Doing which of the following would make the tone of the statement above less distant?
A) Deleting, "If you don't make the minimum payment by February 14."
B) Deleting, "by February 14."
C) Adding "until further notice," at the end of the original sentence.
D) Adding, "We're sorry but," to the beginning of the original sentence.
E) Replacing "suspended" with "terminated."
Answer: D
Explanation:
D) The passive voice conveys a lack of accountability on the part of the writer, as well as a
certain distance or lack of caring. Readers generally resent this tone. If you must use it, try to
make it more personal by adding a phrase like, "we're sorry." This indicates some
accountability.
26) For difficult messages, ________ is always best.
A) personal contact
B) telephoning
C) e-mail
D) a letter
E) a memo
Answer: A
Explanation:
A) Seeing a person's face helps you gauge his or her reaction to your news so you can adjust
your message. Unfortunately, people often do everything possible to avoid personal contact
because they do not want to deal with the receiver's reaction.
27) Delivering bad news in person ________.
A) allows you to adjust your delivery based on your audience's reaction
B) is less appropriate the worse the news is
C) should be done spontaneously
D) is a necessary follow-up to any negative news already delivered in print
E) is preferred because people want to deal with the receiver's reaction
Answer: A
Explanation:
A) For difficult messages, personal contact is always best.Seeing a person's face helps you
gauge his or her reaction to your news so you can adjust your message. Unfortunately, people
often do everything possible to avoid personal contact because they do not want to deal with
the receiver's reaction.
28) If you are delivering bad news over the phone, ________.
A) make the most of your time by working on your computer while you are doing so
B) be sure to sound businesslike and formal
C) give the audience time to respond
D) don't follow up with a written message
E) do everything possible to avoid dealing with the receiver's reaction
Answer: C
Explanation:
C) Be polite and give listeners your full attention. They can tell when you are working on the
computer, texting, or doing something else. A person receiving bad news prefers to hear it
from someone who sounds caring. Above all, give people time to respond to the news and
listen to what they say. It is generally a wise idea to send a written follow-up message to
make sure the listener accurately perceived what you intended to say.
29) Which of the following is NOT given as advice for delivering bad news?
A) Start by listening, not talking.
B) Explore the receiver's perceptions.
C) Stay calm.
D) Get emotional.
E) Acknowledge people's emotions.
Answer: D
Explanation:
D) Even though the other person is upset, stay calm. Listen to the other person's feedback
without reacting to his or her emotion.
You have decided to relate some bad news in person. You have considered the situation from
the receiver's viewpoint and scripted out the message to have an idea what to say.
30) Which of the following would be the best way to begin this conversation?
A) "So I have some bad news for you."
B) "Are you O.K.?"
C) "So how have things been going for you?"
D) "Nice day, isn't it?"
E) "Do you know why I want to talk to you?"
Answer: C
Explanation:
C) Start by listening, not by talking. Don't begin by immediately delivering the bad news.
Instead, ask the person some open-ended questions like, "How have things been going for
you?" Then sit back and listen so that you truly understand the person's point of view.
31) After you've relayed the bad news, the receiver becomes very emotional. Which of the
following comments would be most appropriate for you to make in this situation?
A) You'll get over this soon.
B) It's not the end of the world.
C) It could be worse.
D) Please don't get upset.
E) This must be very difficult for you.
Answer: E
Explanation:
E) Accept that people will be upset by the news, and let them be upset. Acknowledging their
emotions shows them that you understand. There's nothing more powerful than saying to
someone, "This must be awful for you." It gives the person permission to feel what he or she
is feeling without embarrassment or guilt.
32) In the context of delivering bad news, acknowledging people's emotions will ________.
A) make them angry
B) show them you understand
C) embarrass them
D) make them feel that their emotions are inappropriate
E) worsen the situation
Answer: B
Explanation:
B) Accept that people will be upset by the news, and let them be upset. Acknowledging their
emotions shows them that you understand. There's nothing more powerful than saying to
someone, "This must be awful for you." It gives the person permission to feel what he or she
is feeling without embarrassment or guilt.
33) All of the following are true EXCEPT
A) E-mails are good for sending routine negative messages that must be received
immediately.
B) Memos are good for delivering formal bad news messages.
C) A letter is good for delivering bad news when you need a paper trail.
D) When sending an important letter or memo as an e-mail attachment consider providing it
in PDF format so that the content cannot be changed by the receiver.
E) If you meet with someone in person or via phone to deliver bad news, it is overkill to send
a letter as a record of the conversation.
Answer: E
Explanation:
E) Letters and memos are good for delivering formal messages or for situations in which you
need a paper trail. After you meet with someone in person or via the phone to deliver bad
news, you can later send a letter or memo as a record of the conversation.
34) The subject line of a negative e-mail ________.
A) should scare off readers
B) has to be very casual and vague
C) must anger readers
D) should be left blank
E) can be tricky to write
Answer: E
Explanation:
E) Writing the subject line of a negative e-mail or memo can be tricky. Because you want
your news to be read, you need to word it so that you don't scare off your readers or anger
them. However, you also need to avoid being so casual that those who receive the e-mail
discard it without reading the message.
35) Lisa manages Oak Ridge Apartments, a popular rental apartment complex. She needs to
send out a message informing tenants that a rent increase is going into effect for all lease
renewals. Which of the following would be the best subject line for this e-mail
announcement?
A) Oak Ridge Apartments: Lease Renewal Details
B) Your Rent is Being Increased
C) Oak Ridge Apartments
D) Attention: Rent Increase Set to Take Effect
E) Lease Information
Answer: A
Explanation:
A) Writing the subject line of a negative e-mail or memo can be tricky. Because you want
your news to be read, you need to word it so that you don't scare off your readers or anger
them. However, you also need to avoid being so casual that those who receive the e-mail
discard it without reading the message. This does the best job of making the message sound
important enough to be read, without upsetting readers with the bad news right away.
36) Carol is writing a memo to inform employees that the on-site gym at the company's
office, which many take advantage of on a regular basis, will be closing at the end of the
month. Her working subject line for the memo is "Facility Information." What is your
assessment of this subject line?
A) It is so likely to scare readers that many won't read it.
B) It is so likely to anger readers that many won't read it.
C) It is so inappropriate that many won't read it.
D) It is so casual that many won't read it.
E) It is fine as is.
Answer: D
Explanation:
D) Writing the subject line of a negative e-mail or memo can be tricky. Because you want
your news to be read, you need to word it so that you don't scare off your readers or anger
them. However, you also need to avoid being so casual that those who receive the e-mail
discard it without reading the message. This subject line sounds very casual, containing no
reference to the gym in particular and no idea of time sensitivity.
37) All of the following are true regarding the indirect approach EXCEPT
A) It is always the best approach for negative messages.
B) It states the bad news at the beginning of the message.
C) It may include the use of a buffer.
D) It is useful when you believe the bad news may come as a shock to your audience.
E) It is appropriate when you believe that your audience will be upset with the news.
Answer: B
Explanation:
B) The indirect approach avoids stating the bad news at the beginning of the message. It
reduces the impact of the negative news by providing explanations first.
38) A buffer ________.
A) may be a lie
B) must be included in a message using the direct approach
C) can be an unrealistic promise
D) sometimes contains negative language
E) is a noncontroversial statement related to the point of the message
Answer: E
Explanation:
E) A buffer is not a lie, nor an unrealistic promise. It is simply a noncontroversial statement
related to the point of the message.
39) Darren is writing a message informing customers that a particular model blender is no
longer being manufactured by his company. He begins the message with this statement:
"Samson, one of the most trusted names in household appliances, prides itself on its history
of innovation and creativity."
This statement ________.
A) is an effective buffer
B) outlines the reasons for the bad news
C) offers an unrealistic promise
D) accidentally delivers the bad news
E) sharpens the impact of the bad news
Answer: A
Explanation:
A) A buffer is a neutral message that engages the reader without stating the reasons for the
message. A buffer is not a lie, nor an unrealistic promise. It is simply a noncontroversial
statement related to the point of the message.
40) A retail business has been having financial difficulties and has determined that it must lay
off some employees. All of the following would be effective buffers for such a message
EXCEPT
A) Over the past year, the economy has slowed, and sales have dropped significantly.
B) Thank you for all your hard work to improve declining sales.
C) These tough economic times require tough strategic moves.
D) You are all such good employees that I hate what the economy is forcing me to do to you.
E) We pride ourselves on our excellent sales people and high quality customer service.
Answer: D
Explanation:
D) A buffer is a neutral message that engages the reader without stating the reasons for the
message. A buffer is not a lie, nor an unrealistic promise. It is simply a noncontroversial
statement related to the point of the message.
41) Which of the following would be the best buffer for a message informing a customer that
the computer repairs she is seeking are not covered under her warranty?
A) I'm sure you realize that if we paid for every repair people asked for, we'd soon find
ourselves out of business.
B) Thank you for informing us of the problem with your computer system. We are always
interested in hearing feedback from our customers.
C) Technology is an exciting and fast-paced industry. We are so pleased to be a leader in this
field.
D) We are sure that whatever your problem is, we will be able to fix it.
E) We are always unhappy when we receive a letter like this from a customer.
Answer: B
Explanation:
B) A buffer is a neutral message that engages the reader without stating the reasons for the
message. A buffer is not a lie, nor an unrealistic promise. It is simply a noncontroversial
statement related to the point of the message. This statement does the best job of addressing
this particular situation in a neutral way.
42) The buffer should be followed ________.
A) directly with the bad news itself
B) by the reasons for the bad news
C) by the facts of the situation, using negative language
D) by another buffer, to soften the blow even more
E) directly with a positive close
Answer: B
Explanation:
B) The basic structure of a negative message using the indirect approach begins with a buffer.
After the buffer, outline the facts and reasons for the bad news, without initially mentioning
the news itself. Use positive language and demonstrate to the reader that the matter was
treated seriously and fairly.
43) In the basic structure of a negative message using the indirect approach, the bad news
________.
A) is vaguely worded
B) comes after the buffer but before the explanations
C) is not mentioned until the closing
D) is positioned strategically near the middle of the message
E) directly follows the subject line of a memo or e-mail
Answer: D
Explanation:
D) In an indirect message the bad news is positioned strategically. Unlike the lead in a news
story, position the negative news near the middle of the message. The indirect approach
reduces the impact of the negative news by providing explanations first.
44) The indirect approach ________.
A) softens the blow of the bad news
B) helps prepare the reader for the bad news
C) shows some sensitivity on your part
D) engages the reader with a neutral buffer
E) sugarcoats the bad news by using vague language
Answer: E
Explanation:
E) The indirect approach refers to the structure of the message, not the wording of the bad
news itself. The bad news should be clearly stated. In an indirect message the bad news is
positioned strategically. Unlike the lead in a news story, position the negative news near the
middle of the message. The indirect approach reduces the impact of the negative news by
providing explanations first.
45) A positive close ________.
A) is inappropriate in a message delivering negative news
B) will anger your readers
C) includes insincere cliches
D) mentions possible problems
E) lets you express interest in continuing the business relationship
Answer: E
Explanation:
E) The close is also a good place to indicate that you would like to continue the business
relationship, if that is your intention.
46) The negative messages that you may have to deliver in the workplace could be delivered
to ________
A) internal parties only, like colleagues and employees
B) external parties only, like customers or clients
C) superiors only, like managers or supervisors
D) peers only, like coworkers and colleagues
E) many different parties, including managers, employees, coworkers, customers, and clients
Answer: E
Explanation:
E) There are many different negative messages possible, with many different recipients.
47) When sending negative messages, including the recipients' titles and last names in the
salutation ________.
A) must always be done
B) is never appropriate
C) should be done if you know the recipients well
D) is appropriate if you are not on familiar terms with the recipients
E) is only appropriate if the communication is very informal
Answer: D
Explanation:
D) If you know recipients well, it might be appropriate to use their first names, depending on
the formality and content of the communication.
48) Saying "no" to a client or customer ________.
A) is never appropriate
B) is necessary at times
C) will seem cold and unfeeling if done in person
D) is always best done via a letter or e-mail
E) means the loss of goodwill and a continued relationship
Answer: B
Explanation:
B) When working with clients and customers, there will be times when you need to say "no"
to their request or convey disappointing news. Because words in print can seem cold and
unfeeling, it's often best to speak with clients or customers in person. If that's not possible,
call them first and then send a letter or e-mail.
49) If you have to deny a customer's claim, ________.
A) get emotionally involved
B) state the refusal ambiguously
C) acknowledge the problem
D) accept responsibility for the issue
E) blame the customer
Answer: C
Explanation:
C) When a customer makes a claim, he or she is emotionally involved. It is not always
possible to grant the customer's request. It is, however, important to acknowledge the
problem without accepting responsibility for it. When dealing with an angry client, avoid
blaming them, or getting defensive or upset.
50) If a customer is denied credit, the lender should do all of the following EXCEPT
A) notify the customer of the rejection
B) send the customer an explanation of the denial
C) suggest a helpful alternative
D) explain that the rejection is the decision of the credit agency
E) recommend that the customer contact the credit-reporting bureau
Answer: D
Explanation:
D) The Fair Credit Reporting Act and Equal Credit Opportunity Act state that anyone who is
denied credit must be notified of the rejection and receive an explanation of the denial. The
rejection typically comes directly from the lender, based on information from a reporting
agency, such as Experian or TransUnion. However, the lender typically must explain that the
rejection is its own decision, and not that of the credit agency.
51) When dealing with an upset customer, ________.
A) let some time pass before responding so that the customer can cool down
B) be careful not to offer an apology, as this will be seen as an admission of guilt
C) if you choose to call the customer, it is unnecessary to follow up in writing
D) don't offer a discount or coupon, as this will just encourage complaints in the future
E) explain how the problem will be dealt with or prevented in the future
Answer: E
Explanation:
E) Offering something in the way of a discount or gift certificate can help the situation.
52) Problematic orders ________.
A) are so routine that they don't require a response
B) don't require your attention if the delays are beyond your control
C) can be addressed by offering temporary solutions
D) are so trivial that they don't merit your attention
E) are so common that offering a discount or coupon to the customer in such cases is
impractical
Answer: C
Explanation:
C) Although you might have little control over the factors that cause delays in orders, you
nonetheless must deal effectively with your customer's disappointment. When you write a
letter to a customer about a problem with an order, acknowledge the problem, apologize to
the customer, and provide a solution. It can be beneficial to offer a discount or a temporary
solution until the order can be fulfilled.
53) Anyone who works at a level in the corporate hierarchy above you is called your
________.
A) subordinate
B) superior
C) peer
D) colleague
E) client
Answer: B
Explanation:
B) Subordinates work a level below you; peers work at the same level as you.
54) Which of the following is NOT appropriate when organizing a negative message to a
superior?
A) describing the problem
B) assigning blame
C) providing the details
D) offering alternatives
E) asking for action
Answer: B
Explanation:
B) When delivering a negative message to a superior, begin by describing the problem as
clearly and unemotionally as possible. Avoid placing blame, which won't solve the problem,
and will usually reflect badly on you.
55) The team that you're heading is working on a long-term project. Due to some unforeseen
issues with a supplier, your costs have increased and you are currently over-budget. Which of
the following should you do?
A) get very emotional as you explain the problem, so your boss will know how badly you feel
B) blame the issue on your subordinate for not being proactive about the supplier
C) suggest a cost-cutting measure in another aspect of the project to minimize the problem
D) pursue a new idea without asking your boss, so you can surprise her with your results
E) don't mention it to your boss; why go looking for a problem before you have to
Answer: C
Explanation:
C) Don't just tell your manager there's a problem: offer a potential solution. It demonstrates
that you are solution oriented, which employers like.
56) In which of the following situations would it most likely be easiest for a manager to
accept the news that a project will be late?
A) being informed about the delay in a regularly-scheduled update
B) hearing about the delay after it is too late to intervene
C) finding out about the delay from someone else
D) being told of the delay out of the blue, without having been kept in the loop to that point
E) realizing your delay because the project deadline passes without a word on your part
Answer: A
Explanation:
A) If you've neglected to keep your manager informed about how the project has been going,
this type of news will be difficult for your manager to accept. Don't make the mistake of
thinking, "I don't want to let anyone know that I'm having problems." Most managers would
rather be made aware of an impending problem than be told about it after it's too late to
intervene.
57) If you need to deliver bad news to a superior, ________.
A) wait as long as you can before sharing the news
B) try to pass the blame for the problem onto someone else
C) be vague about the details of the problem
D) offer a potential solution for the problem
E) pursue an alternative without waiting for approval
Answer: D
Explanation:
D) Don't just tell your manager there's a problem: offer a potential solution. It demonstrates
that you are solution oriented, which employers like.
58) Which of the following is recommended in a negative message to a subordinate, but NOT
in a negative message to a superior?
A) describing the problem
B) providing details
C) opening with a buffer
D) offering solutions
E) asking for action
Answer: C
Explanation:
C) A buffer is recommended to retain and build goodwill in a negative message to a
subordinate or peer.
59) If you become a manager, there will be times when you need to deliver a negative
message to a ________, who is anyone who works a level below you, or to a ________, who
is anyone who works at the same level as you do.
A) superior; subordinate
B) subordinate; peer
C) peer; superior
D) subordinate; superior
E) peer; subordinate
Answer: B
Explanation:
B) Negative messages to subordinates and peers are a way to warn people and hold them
accountable for their actions.
60) All of the following are negative messages you might need to deliver to subordinates
EXCEPT
A) negative performance appraisals
B) disciplinary notices
C) messages related to firings
D) saying "no" to job applicants
E) bad news about project budgets
Answer: E
Explanation:
E) If a project is running over budget, it's your responsibility as an employee to keep your
manager informed of your progress and let him or her know. This is an example of a negative
message to a superior. All of the other choices are negative messages you might deliver to a
subordinate.
61) A negative performance appraisal ________.
A) should not acknowledge strengths
B) should use absolutes
C) should include actual examples
D) should sugarcoat weaknesses
E) should omit guidance
Answer: C
Explanation:
C) When employees have more weaknesses than strengths, appraising them can be difficult.
Make sure to acknowledge their strengths, but be honest about their weaknesses. Provide
them with actual examples they can understand and offer guidance. It is possible that with
your guidance, employees can make dramatic improvement.
62) You're writing a performance evaluation for Cathy, who is a creative employee, but one
who has missed three important deadlines in the last quarter. She also tends to be defensive
when others don't immediately understand or agree with her ideas. In your draft you write,
"Cathy never meets deadlines and is always defensive. "
Which of the following best improves this statement?
A) Cathy always misses deadlines and is always defensive.
B) Cathy can be an innovative employee, but her time-management skills are in serious need
of improvement. She also needs to be less defensive when her ideas are questioned.
C) Cathy is an innovative and imaginative employee, who really stands out from the pack. If I
had to make one suggestion it would be for her to be a little more prompt.
D) Cathy would be a better employee if she turned in her work on time and wasn't so
defensive.
E) Cathy should work on missing fewer deadlines and giving people a chance.
Answer: B
Explanation:
B) Make sure to acknowledge their strengths, but be honest about their weaknesses. Don't
distort the reality of the situation by using absolutes. This statement does the best job of
meeting this requirements.
63) If as a manager you are forced to deal with a particularly disruptive or problematic
employee, you should deal with the issue ________.
A) after things have cooled down
B) in writing
C) by hinting at the situation
D) without bringing up the consequences of the action
E) by specifying the required behavior changes
Answer: E
Explanation:
E) It is best to deal with such a situation immediately and in-person. Be explicit about where
and when the problem occurred, explain the consequences of the action, and specify how the
employee needs to change his or her behavior.
64) Letters that reject job applicants ________.
A) should go into detail about why the candidate was not the right person for the job
B) should use the direct approach
C) should be careful to avoid legal problems
D) should not tell applicants that their resumes will be kept on file
E) should not waste time striving to be polite
Answer: C
Explanation:
C) Letters that reject job applicants should be polite but not go into much detail about why
the candidate was not the right person for the job. Not only can such information be
disheartening to the recipient, it can also result in legal problems, such as discrimination
lawsuits.
65) Which of the following is NOT recommended when turning down favor-type requests?
A) process these requests slowly and with care
B) know your company's policies
C) give a clear negative response
D) avoid generating negative feelings
E) be comfortable saying "no"
Answer: A
Explanation:
A) It's vital that you learn to process the requests quickly, deciding which you can
accommodate and which you can't. You can't say yes to everything. There isn't enough time
or money in the world to do so.
66) If you have no interest in attending an event that you are declining, ________.
A) don't bother thanking the person for inviting you
B) tell the requester you are interested in similar events in the future
C) ask to be taken off the guest list for upcoming events
D) apologize for not being able to attend without offering specific reasons why
E) say that you will try to make it even though you know you won't attend
Answer: D
Explanation:
D) This will signal your lack of interest in a more gracious way than asking to be left off the
guest list in the future.
67) When customers write or call to say they no longer want to do business with you,
________.
A) it is inappropriate to ask why
B) plead with them to get their business back
C) don't waste time looking for details about their reason for terminating the relationship
D) tell them if they ever change their mind not to hesitate to come back, even if you don't
really want them to
E) if they don't want to discuss their reasons thank them for their former business
Answer: E
Explanation:
E) As unpleasant as such a message is, it is actually an opportunity to learn what you did
wrong so you can do things better in the future. Ask why, and try to get specifics. If they
don't want to discuss specifics, thank them for their former business and tell them if they ever
change their mind, don't hesitate to come back. Only tell them this if you really do want to
have them back.
68) All of the following are recommended if you have been given a negative performance
appraisal EXCEPT
A) listen closely to the message your manager is trying to communicate
B) when you respond, restate your manager's message to make sure you understood it
C) ask what you can do to improve your performance in the future
D) let your emotions show, so your manager will know how important your job is to you
E) think before responding to your manager's comments
Answer: D
Explanation:
D) All of the other choices are recommended in this situation.
69) If you are fired from a job, ________.
A) ask if there is anything you can do to stay
B) see if you can get a letter of reference
C) force an explanation if none is given for your termination
D) composure is the key to getting through the event
E) inquire about rehiring practices
Answer: D
Explanation:
D) Getting fired is even harder than getting laid off because you are being told that you are
not performing well enough to stay with the company. In general, composure during a firing
is the key to getting through the event.
70) When someone gets upset with your actions, ________.
A) try to control their feelings
B) anticipate what the person is going to say next
C) interrupt the speaker to defend yourself
D) think of it as an opportunity to learn more about yourself and how others perceive you
E) try to imagine what the other person would like you to do differently in the future
Answer: D
Explanation:
D) It's also a chance to evaluate your behavior and change it so you're more effective. Once
you're clear on the problem, ask the other person what he or she would like you to do
differently in the future. Work together with the other person to come up with a solution.
71) It is impossible to deliver a negative message without coming across as a negative person.
Answer: False
Explanation:
It is challenging but not impossible, and improves with practice.
72) A negative message is any type of information that is construed as bad news because it's
not what your audience expected or wanted to hear.
Answer: True
Explanation:
There are ways to present it to mitigate the bad news.
73) Before you can think about what outcome you want from your negative message you
should consider how the situation will affect the receiver's response.
Answer: False
Explanation:
When developing a negative message the first three questions you need to ask yourself are:
Who is my audience? Why am I sending this message? What outcome do I want from this
message. Once you've answered them you can think about the content-specific questions like
this one.
74) Avoiding negative language in a negative message is unethical.
Answer: False
Explanation:
Unless you are taking responsibility for an action or inaction, avoid negative language, or
words that convey unhappy and unpleasant thoughts. Words such as these predispose the
receiver of your message to react negatively to your message.
75) Trivializing the bad news in your message is a good idea, as it will help the reader to see
that the problem isn't so bad.
Answer: False
Explanation:
To set the right tone for a negative message, explain yourself clearly. Minimize the time and
space devoted to the bad news, but do not trivialize it. Present the information the way you
would like to receive it it, with the seriousness and care it deserves.
76) If the bad news is due to a mistake you made, acknowledging your error and taking
measures to correct it can earn you and your company respect, resulting in loyal customers.
Answer: True
Explanation:
Dodging responsibility will have the opposite effect and could create legal problems for your
company.
77) The statement, "Your request has been denied," may be perceived by readers as lacking in
accountability on the part of the writer.
Answer: True
Explanation:
Passive voice sentences don't specify who or what is doing the acting. The writer of this
sentence does not say who has denied the request, which leaves the reader wondering. Use
the passive voice sparingly. Using the passive voice seems to soften the blow of bad news.
However, it also conveys a lack of accountability on the part of the writer, as well as a certain
distance or lack of caring. Readers generally resent this tone.
78) It is better to deliver bad news in print.
Answer: False
Explanation:
Whether to deliver the news in print or in person depends on the situation, the people, and the
timing of a message's delivery.
79) Using text messages and instant messages to deliver extremely bad news is a poor choice.
Answer: True
Explanation:
The abbreviated nature of them can make you come across as unfeeling.
80) With negative messages, the direct approach is always the best organizational structure.
Answer: False
Explanation:
For negative messages the indirect approach is always best. It reduces the impact of the
negative news by producing explanations first.
81) A buffer may contains lies or unrealistic promises.
Answer: False
Explanation:
A buffer is not a lie, nor an unrealistic promise. It is simply a noncontroversial statement
related to the point of the message.
82) Using the indirect approach to deliver bad news shows some sensitivity on your part.
Answer: True
Explanation:
When you use the indirect approach you avoid stating the bad news at the beginning of the
message. The indirect approach reduces the impact of the negative news by providing
explanations first. This helps prepare the reader, softens the blow, and shows some sensitivity
on your part.
83) It is inappropriate to send negative messages to superiors like your manager.
Answer: False
Explanation:
The negative messages you might have to deliver in the workplace could be delivered to
many different parties, including managers, employees, coworkers, customers, and clients.
84) It's a good idea in negative messages to try to suggest a helpful, positive alternative.
Answer: True
Explanation:
In the case of denying credit and loan applications, for example, the writer could recommend
that the customers contact the credit-reporting bureau.
85) Even if the problem with a customer's order is due to issues beyond your control, you
must deal effectively with your customer's disappointment.
Answer: True
Explanation:
Although you may have little control over delays in orders due to unexpected difficulties, you
nonetheless must deal effectively with your customer's disappointment.
86) The organization for delivering a negative message to a subordinate or peer is exactly the
same as the organization for delivering a negative message to a superior.
Answer: False
Explanation:
They are similar, but a buffer is included to retain and build goodwill in a message to a
subordinate or peer.
87) There are ways to learn from being the recipient of bad news.
Answer: True
Explanation:
When you receive such a message, it's an opportunity to learn what you did wrong so that
you can do things better in the future.
88) Getting laid off from a job is even harder than getting fired.
Answer: False
Explanation:
Getting fired is even harder than getting laid off because you are being told that you are not
performing well enough to stay with the company.
89) Layoffs are hard on survivors as well as the victims.
Answer: True
Explanation:
Layoff survivors in the workplace often do the work of several people and operate under a
cloud of fear that they will be next. They often feel guilty that they are still employed.
90) Usually, employees are expected to be in their positions for two years.
Answer: True
Explanation:
After that, it is their manager's role to promote their professional development, whether it
means growing within the company, or gaining additional schooling or training.
91) Angelo thinks it's important to send a negative message as soon as possible so as not to
let it fester, even if this means there is no time for planning. Do you agree?
Answer: If you send your message without any planning, you are likely to be ineffective. If
you're mad you won't think about your desired outcome, you'll just be interested in venting
your anger. This in turn will probably end up making your listener mad, which will be both
unpleasant and unproductive. It is important to take the time to plan so that you can think
through some possible implications, responses, reactions, etc., so that you can do your best in
the message you write to mitigate this negativity. When developing a negative message the
first three questions you need to ask yourself are: Who is my audience? Why am I sending
this message? What outcome do I want from this message. Once you've answered them you
can think about the content-specific questions: What information must my message include?
What evidence supports my position? What reactions can I expect my receiver to have? How
will the situation affect the receiver's response?
92) Improve the following excerpt from a negative message:
I am sorry to inform you that we will not be able to ship the monogrammed briefcase as
quickly as we had hoped. Unfortunately, our supplier ran out of this item, so your order will
be delayed by a week.
Answer: Unless you are taking responsibility for an action or inaction, avoid negative
language, or words that convey unhappy and unpleasant thoughts. Words such as these
predispose the receiver of your message to react negatively to your message.
Thank you for your recent order. The briefcase you ordered is a popular item, and is currently
out of stock. We will be able to ship your monogrammed briefcase in one week.
93) How might the following sentence be revised to indicate accountability on the writer's
part?
Your claim for repairs has been denied.
Answer: This sentence is written in the passive voice, which means it doesn't specify who or
what is doing the acting. The writer of this sentence does not say who had denied the repairs,
which leaves the reader wondering. It also conveys a lack of accountability on the part of the
writer, as well as a certain distance or lack of caring. Readers generally resent this tone. If
you must use it, try to make it more personal, by adding a phrase like "We're sorry" (ex. 1)
that indicates some responsibility. Alternately, the sentence can be rewritten in the active
voice (ex. 2). See below:
Ex. 1: We're sorry your claim for repairs has been denied.
Ex. 2: Plymouth Rock Insurance has denied your claim for repairs.
94) Write a subject line for a memo telling workers that annual bonuses will be down and that
raises will be capped at five percent.
Answer: Year-end Compensation Guidelines
95) You need to write an e-mail to customers informing them about changes in the terms of
the loyalty program, which include increasing the number of points required to receive elite
member status. Create an effective buffer for this message.
Answer: Answers will vary; an example follows:
Thank you for being a member of our loyalty program. We value your business and do
everything we can to maintain a rewarding program for our valued members.
96) You work in the customer service department for a credit card company. Today you are
writing to inform an existing customer that her request to increase her credit limit has been
denied. Write an appropriate buffer for this message.
Answer: Answers will vary; an example follows:
Thank you for being a card member since 1998. A leader in our industry, we are dedicated to
serving our customers and strive to meet all their needs.
97) What are some of the negative messages you might send to subordinates?
Answer: They include negative performance appraisals, disciplinary notices, messages
related to layoffs and firings, and saying "no" to job applicants.
98) Discuss the three goals of a termination letter.
Answer: If you must write a termination letter, you will typically have three goals:
1. Explain the reasons for the termination.
2. Avoid statements that expose the company to wrongful termination lawsuits. These include
statement that violate oral and written employment agreements; violate federal and state antidiscrimination laws; constitute a form of sexual harassment; violate labor laws; act as
retaliation against an employee for having filed a complaint or claim against the employer.
3. Leave the relationship between the terminated employee and firm as favorable as possible.
99) What are some questions you should consider asking if you are laid off?
Answer: Why am I being laid off?
Is there anything I can do to stay?
What are the procedures regarding severance pay?
What are the rehiring practices?
How do I claim the benefits I am due?
How do I go about getting a letter of reference?
100) What can you do if your project proposal is rejected by your manager?
Answer: Ask specific questions to find out what's wrong with the idea. By doing so you can
revise and resubmit the proposal if possible.
Test Bank for Keys to Business Communication
Carol J. Carter
9780132658737, 9780136103332, 9780133890846
