Question 1

It is always better to work out a customer problem in a public forum, so that the public can see how you deal with customers.

Accepted Answer

Resolving customer problems in a public forum can sometimes escalate the situation or expose sensitive information. It's often better to address issues privately to understand the customer's concerns and find a satisfactory solution, maintaining professionalism and privacy.

Question 2

Using the phrase "I am sorry that we are unable to" will help to soften a negative message.

Accepted Answer

False

Question 3

Which of the following is most likely to be a positive message rather than a negative one?

Accepted Answer

An announcement of a policy change that suits the audience is most likely to be perceived as a positive message because it implies improvements or benefits for the recipients, unlike the other options which involve rejections, criticisms, or notifications of problems.

Question 4

All shipments from a kitchen supply company are delayed because products are stuck in customs overseas. Jacqueline, a delivery manager, is required to inform a client that she will not be able to make his delivery by the required date. Since Jacqueline has a good relationship with this client, she expects him to understand. In which of the following ways should she express the negative message to her client?

Accepted Answer

Jacqueline should first inform the client about the customs issue to provide context and then state the delivery will be delayed, maintaining transparency and trust.

Question 5

A negative message to a customer should end with

Accepted Answer

Ending a negative message with a positive, forward-looking statement helps maintain a good relationship with the customer by focusing on future solutions rather than dwelling on past issues.

Question 6

Having the audience accept the bad news is a secondary purpose of negative messages.

Accepted Answer

The answer of Having the audience accept the bad news...

Question 7

Which of the following ways is the right way to deal with criticism?

Accepted Answer

Listening carefully to criticism, even if you don't value the person, allows you to understand different perspectives and potentially gain valuable insights.

Question 8

All negative messages should contain an apology in order to sound sincere.

Accepted Answer

Not all negative messages require an apology, as the situation may not warrant it or an apology might not be appropriate. The key is to communicate the message clearly, professionally, and empathetically.

Question 9

Ann has been called into an unplanned meeting with her supervisor, who wants to give her feedback on her recent project. During the meeting, Ann's supervisor criticizes her style of working and her inability to focus on her tasks. Which of the following should Ann do to deal with the criticism effectively?

Accepted Answer

Attempting to determine the accuracy of the criticism is a constructive approach to receiving feedback. It allows Ann to assess whether the criticism is valid and if there are areas she needs to improve upon.

Question 10

When you present a good alternative in a negative message, it is better to place the alternative in the opening of the message.

Accepted Answer

Placing the alternative at the end of the message is more effective as it leaves the reader with a positive resolution after explaining the negative news, making the message more constructive.

Question 11

Which of the following is recommended while conveying bad news to customers?

Accepted Answer

Presenting an alternative or compromise can help mitigate the impact of the bad news and show the customer that you are still trying to meet their needs in some way.

Question 12

Stanislaw is in charge of the efficient shipping department of a well-known automobile manufacturing company. On Monday, Stanislaw faced a problem that caused shipping to be stopped for two hours. This caused a possible financial loss to the company. While informing his boss of the delay, Stanislaw should remember to

Accepted Answer

Describing the underlying factors that led to the specific problem helps in understanding the root cause and preventing future occurrences, making it a constructive approach to problem-solving.

Question 13

You should present disciplinary notices and negative performance appraisals indirectly with buffers.

Accepted Answer

Disciplinary notices and negative performance appraisals should be presented directly and clearly to ensure the message is understood and to maintain transparency.

Question 14

When choosing a channel for delivering bad news, you should consider the type and complexity of the explanation.

Accepted Answer

Choosing the appropriate channel for delivering bad news is crucial, as the type and complexity of the explanation can significantly affect how the message is received and understood.

Question 15

Messages that at first appear to be negative cannot be structured to create a positive feeling.

Accepted Answer

Messages initially perceived as negative can be restructured or reframed to highlight positive aspects, benefits, or opportunities, thereby creating a more positive feeling or perception.

Question 16

Which of the following is an effective way to begin a negative message to a customer to make it more likely that the customer will read the letter?

Accepted Answer

The answer of Which of the following is an effective...

Question 17

One of the primary purposes of a negative message is to

Accepted Answer

Negative messages are often used to maintain goodwill and preserve the sender's reputation.

Question 18

In business documents, apologies should be provided at the beginning and end of a message.

Accepted Answer

Apologies should be clearly stated in a business document, but not necessarily at both the beginning and end. It's important to address the issue directly and offer a solution or compensation, focusing on positive steps forward rather than repeatedly apologizing.

Question 19

Which of the following statements about negative messages is true?

Accepted Answer

Negative messages, such as rejections or denials, should be crafted in a way that helps the recipient understand the decision and feel that it was made fairly and reasonably. This approach helps maintain goodwill and encourages acceptance of the decision.

Question 20

Giving your audience an alternative or a compromise in a negative message allows you to end on a positive note.

Accepted Answer

Providing an alternative or compromise in a negative message helps soften the impact and can leave the recipient with a sense of hope or a pathway forward, contributing to a more positive conclusion.

Quiz 9: Delivering Negative Messages