Question 1

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.

Accepted Answer

The total number of words used is less important than the purpose, context, and audience when conveying bad news. Effective communication focuses on how the message is delivered rather than the length of the message.

Question 2

The primary difference between ethical and unethical communicators is that unethical communicators
A)intend to deceive.
B)don't analyze their purpose for a message.
C)sign someone else's name to their messages.
D)take a reader-center approach.

Accepted Answer

Unethical communicators often intend to deceive their audience, which is a key factor distinguishing them from ethical communicators who aim to be honest and transparent in their communication.

Question 3

Readers are more likely to accept negative news when
A)the writer uses strong, forceful language.
B)they feel that the decision was fair, impartial, and rational.
C)the writer refers repeatedly to company policy.
D)the message is delivered via phone rather than writing.

Accepted Answer

Readers are more likely to accept negative news when they perceive the decision-making process as fair, impartial, and rational. This approach helps in maintaining trust and respect between the sender and the receiver, making the negative news more palatable.

Question 4

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.

Accepted Answer

Knowing the reasons for the rejection clearly helps the receiver understand the context and rationale behind the decision, which can mitigate negative feelings.

Question 5

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.

Accepted Answer

The indirect strategy is effective when the message arrives unexpectedly because it allows the receiver to gradually understand and process the bad news, reducing the potential for shock or a hostile reaction.

Question 6

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.

Accepted Answer

The indirect strategy for delivering bad news typically starts with a buffer or positive note to prepare the reader for the upcoming bad news. Complimenting the reader, providing a statement of mutual agreement, and revealing the best news first are all effective techniques to soften the impact of the bad news that follows.

Question 7

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)Ask his supervisor to write and send the message since she has more authority.
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.

Accepted Answer

Analyzing the bad news to see how it will affect the reader helps Taylor understand the client's perspective and tailor his message accordingly, ensuring it is delivered with empathy and clarity.

Question 8

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.

Accepted Answer

The indirect strategy in delivering bad news is considered ethical as long as the intention is not to deceive the reader. It's a method used to prepare the reader for the bad news, making the message easier to accept, rather than to hide the news or manipulate the reader.

Question 9

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

Accepted Answer

Demonstrating the company's superiority in the global marketplace is not a goal in communicating negative news. The primary goals are to explain the situation clearly, maintain positive relations, and be fair in the communication.

Question 10

Which of the following statements about writing negative messages is most accurate?
A)Negative messages should never accept blame.
B)Negative messages are always best delivered via phone rather than writing.
C)Even experienced communicators are sometimes unsuccessful in meeting the goals related to negative messages.
D)Negative messages should be sent by the highest-level person in the organization.

Accepted Answer

Even experienced communicators can find it challenging to effectively convey negative messages while achieving their intended goals, such as maintaining a positive relationship with the recipient. This task requires careful consideration of tone, wording, and timing, and there's always a risk of misunderstanding or negative reactions, regardless of the communicator's skill level.

Question 11

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.

Accepted Answer

The direct strategy is appropriate when firmness is necessary to convey the message clearly and unequivocally, ensuring that the recipient understands the situation without ambiguity. This approach is used when the message needs to be understood fully and immediately, without the need for interpretation that might come with a more indirect approach.

Question 12

To project a professional image when sending a negative message, you should
A)respond briefly without providing details.
B)readily accept all blame.
C)use forceful language.
D)control your emotions.

Accepted Answer

Controlling your emotions is crucial when delivering a negative message to maintain professionalism and ensure the message is received as intended, without escalating the situation.

Question 13

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

Accepted Answer

The direct strategy is most appropriate for routine or neutral messages where the audience is not emotionally invested or does not require a detailed explanation before receiving the main point. An announcement of changes in business services is typically straightforward and does not carry the emotional weight or complexity that would necessitate the indirect strategy, making it suitable for a direct approach.

Question 14

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.

Accepted Answer

Option B is the most effective buffer because it starts the message on a positive note, acknowledging the anticipation and excitement surrounding the event without immediately delivering the refusal. This approach softens the impact of the declining response that follows.

Question 15

The primary benefit of using the indirect strategy to communicate bad news is that it
A)demonstrates your writing abilities.
B)ensures that your reasoning will be read while the receiver is still receptive.
C)disguises the bad news.
D)places the bad news before the explanation.

Accepted Answer

The indirect strategy for communicating bad news starts with a buffer or an explanation before delivering the bad news itself. This approach ensures that the recipient understands the context and reasoning behind the decision, making them more receptive to the message when they finally receive it.

Question 16

As a Human Resources representative, Laura must inform Matt that his vacation request for August is not approved. Which of the following should she do?
A)Plan the message strategically.
B)Ask the CEO to send the message.
C)Wait two weeks before sending the message.
D)Leave out an explanation about why she cannot approve requested dates.

Accepted Answer

Planning the message strategically is important to ensure it is communicated effectively and empathetically, considering the potential disappointment of the recipient.

Question 17

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.

Accepted Answer

Using the indirect strategy in delivering bad-news messages helps maintain the reader's attention by first providing explanations or context before delivering the bad news. This approach can make the reader more receptive to the message by understanding the reasons behind the decision.

Question 18

The buffer in a bad-news message should
A)hint that good news will follow.
B)be completely unrelated to the bad news so that receivers will not know that bad news is coming.
C)contain information that encourages the receiver to continue reading.
D)deny the requested action.

Accepted Answer

A buffer in a bad-news message should be designed to cushion the impact of the bad news by being relevant and engaging, encouraging the receiver to continue reading. It should not mislead the receiver by hinting at good news, be completely unrelated, or outright deny the requested action without proper context or explanation.

Question 19

A device to reduce the shock or pain of bad news is called a(n)
A)explanation
B)adjustment
C)buffer
D)deflector

Accepted Answer

A buffer is used in communication, especially in written messages, to soften the impact of bad news by providing context or a cushion before delivering the main message.

Question 20

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

Accepted Answer

When delivering bad news, especially when a hostile reaction is anticipated, it's effective to start with a buffer (a neutral or positive statement to ease the recipient into the message), followed by the reasons for the decision, then the bad news itself, and finally a closing that aims to maintain a good relationship or offers a positive outlook. This approach helps prepare the recipient for the bad news and provides a rationale before delivering the bad news itself.

Quiz 7: Negative Messages

When writers must convey bad news, they must carefully consider all of the following except the

The primary difference between ethical and unethical communicators is that unethical communicators

Readers are more likely to accept negative news when

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

The indirect strategy works best when the bad news is personally upsetting, when the news will prompt a hostile reaction, and when

Which of the following would be an effective way to begin a bad-news message using the indirect strategy?

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 ?

Which of the following statements about the ethics of delivering bad news is most accurate?

Business communicators have many goals in conveying negative news. Which of the following is not a goal in communicating negative news?

Which of the following statements about writing negative messages is most accurate?

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

To project a professional image when sending a negative message, you should

Which of the following bad-news messages should be organized using the direct strategy?

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?

The primary benefit of using the indirect strategy to communicate bad news is that it

As a Human Resources representative, Laura must inform Matt that his vacation request for August is not approved. Which of the following should she do?

Using the indirect strategy to prepare the reader in a bad-news message

The buffer in a bad-news message should

A device to reduce the shock or pain of bad news is called a(n)

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?