Deck 9: Negative Messages

Question 1

When should the direct pattern be used to communicate negative news?

A) Never
B) When the negative news affects the reader personally
C) When firmness is necessary
D) When the negative news is unexpected

Answer 1

C

Question 2

Monique has decided that she must apologize to a customer in her buffer.Which of the following is the best example of an effective apology?

A) We apologize for any inconvenience this has caused.
B) You have every right to be concerned, and we sincerely apologize for the delay in filling your order. To prevent this from occurring again, we have upgraded our software and retrained our order takers.
C) We regret that you were not happy with the situation.
D) We are sorry and admit that we are completely responsible and take full legal responsibility for this situation.

Answer 2

B

Question 3

The most important part of a bad-news letter is

A) a good buffer that starts the letter positively.
B) the professional letterhead on which it is printed.
C) a closing that ends the letter on a positive note.
D) the section that explains the reasons for the bad news.

Answer 3

D

Question 4

Shannon had to write a letter to a job applicant, telling him that he was not selected for a position.Because she really liked the applicant, in the rejection letter she wrote, "I thought you were our top candidate." What has Shannon done that might lead to legal difficulties?

A) By trying to make herself look good, she is guilty of the "good-guy syndrome."
B) She has used careless language.
C) She has used abusive language.
D) She has done nothing wrong.

Question 5

Select the most accurate statement.

A) An employee's words, decisions, and opinions are assumed to represent those of the organization.
B) To be considered defamation, a statement must be made in writing.
C) To be actionable (likely to result in a lawsuit), abusive language can be true or false, as long as it is damaging.
D) In a situation that could be legally dangerous, try to volunteer as much information as possible to show that you are being completely honest.

Question 6

Which of the following is the best advice during Phase 1 of the writing process when delivering negative news?

A) One of your first considerations should be how the message will affect your company.
B) To show sensitivity, you should always deliver bad news using the indirect method.
C) Delivering negative news in a letter on company stationery will be more impressive than in an e-mail.
D) All of these choices.

Question 7

What is the most accurate statement about negative workplace messages?

A) Most businesses never experience situations that require delivering negative news.
B) Some businesses have to respond to complaints voiced on social network sites such as Facebook and Twitter.
C) Because negative messages are rare, they do not have to be written as carefully as other messages.
D) All of these choices are accurate.

Question 8

When should the indirect pattern be used to communicate negative news?

A) Always
B) When the bad news will provoke a hostile reaction
C) When the receiver may overlook the bad news
D) When the bad news is expected

Question 9

Martin must write a negative-news message to his boss to tell her that his monthly sales report will be late.He has just completed Phase 1 of the prewriting process and is beginning Phase 2.What should he do first?

A) Write the rough draft of his message.
B) Select an appropriate color of stationery that will be calming to the reader.
C) Analyze the bad news to determine how it will affect the reader.
D) Gather information and brainstorm ways to present the reasons for the bad news.

Question 10

Charles sent a letter to a teacher who had requested a tour of his company.In the letter he included the sentence "Although we would love to have your class visit our company, much of the work area is too dangerous for group tours." What has Charles done that might lead to legal difficulties?

A) By trying to make himself look good, he is guilty of the "good-guy syndrome."
B) He has used careless language.
C) He has used abusive language.
D) He has done nothing wrong.

Question 11

The best placement for a statement of bad news in a message is

A) in a subordinate clause.
B) at the beginning of a sentence.
C) at the end of a paragraph.
D) at the beginning of a paragraph.

Question 12

Which of the following is the best example of an effective buffer in a bad-news letter telling a job applicant that she didn't get the position for which she interviewed?

A) Thank you for your application of March 13, wherein you applied for the medical clerk position.
B) We are very sorry to have to tell you that the medical clerk position has been filled.
C) We enjoyed meeting you last week to discuss your qualifications for the medical clerk position.
D) We are thrilled to have an applicant with your exceptional qualifications.

Question 13

Which of the following is the best advice when presenting the reasons for the bad news?

A) Whenever possible, cite company policy as the reason for the bad news because most people willingly accept this reason.
B) Do not present the reasons for the bad news; instead, focus solely on presenting the bad news sensitively.
C) Use words such as impossible, regret, and unfortunately to make your point clear.
D) Cite reader or other benefits if plausible.

Question 14

Select the best buffer to open a letter that refuses a request from a local nonprofit organization for a charitable donation.

A) This is to inform you that your kind letter of May 14 has been directed to me for reply.
B) We have received your letter requesting a donation to your annual fund-raiser.
C) The services you provide for homeless families in our community are necessary and important.
D) Although we admire what your organization does for our community, unfortunately we are unable to donate to your fund-raiser at this time.

Question 15

Molly makes an abusive statement about David.This language will not be actionable if

A) Molly's statements are false.
B) Molly sends the message by e-mail to two other employees in the department.
C) Molly makes the comments to David in private.
D) Molly's statements are damaging to David's reputation.

Question 16

The purpose of a buffer statement in a negative message is to

A) ensure that the company is able to avoid legal liability.
B) reduce the reader's shock or pain related to the bad news.
C) inform the reader of the reasons for the bad news.
D) explain company policy regarding the bad-news message.

Question 17

In a recommendation letter, Nathan falsely accuses former employee Caroline of treating her supervisor disrespectfully.This action is considered to be

A) slander.
B) libel.
C) a little white lie.
D) legitimate.

Question 18

Which of the following is not one of the goals in communicating negative news?

A) To make the receiver understand the negative news
B) To show your desire to continue pleasant relations with the receiver
C) To hide the real reason for the negative news
D) To maintain a professional and positive image of you and your corporation

Question 19

Cassandra will be writing a bad-news letter to a customer and wants to follow the four-part indirect plan.In what order should she organize her letter?

A) Bad news, reasons, buffer, closing
B) Buffer, bad news, reasons, closing
C) Buffer, reasons, bad news, closing
D) Reasons, bad news, buffer, closing

Question 20

The bad feelings associated with disappointing news can generally be reduced if the receiver

A) believes that the matter was treated seriously and fairly.
B) feels that the news was revealed sensitively.
C) knows the reasons for the rejection.
D) All of these choices.

Question 21

What is the best advice for closing a bad-news letter?

A) Apologize profusely to the reader.
B) Give a clear explanation of the reasons for the bad news.
C) Restate the bad news to make sure that the reader understands it.
D) Close with something forward looking that assumes future business.

Question 22

Bad-news messages to customers differ from other bad-news messages in what one major way?

A) They always include an apology.
B) They omit the reasons for the bad news for legal purposes.
C) They usually include resale information or sales promotions.
D) They always imply the bad news.

Question 23

Written messages to deliver bad news to customers are important when

A) personal contact is impossible.
B) you need to establish a record of the incident.
C) you want to promote good relations.
D) All of these situations would make written messages important.

Question 24

Jeff's company will be raising the prices of its basic services, and Jeff must write to customers to inform them of these increases.What is the most important thing he should do when writing this message?

A) Prove that all of his competitors are raising prices too
B) Explain the reasons and hook the increase to benefits
C) Apologize to his customers
D) Promise a rate decrease in the future when the economy improves

Question 25

In which of the following sentences has the bad news been placed in a subordinate clause?

A) Although our wellness program must be discontinued, all other benefits will remain the same.
B) Although all other benefits will remain the same, we must discontinue our wellness program.
C) Our wellness program must be discontinued.
D) We are sorry to announce that our wellness program must be discontinued.

Question 26

What is the best advice for writing a letter that turns down a customer's claim?

A) Consider offering resale information to build the customer's confidence in your products or organization.
B) To avoid taking responsibility, be sure to make it clear that the customer is at fault.
C) Use strong emotional, subjective language to show the customer how much you care.
D) All of these choices.

Question 27

The most effective statement in a letter to a local charitable organization refusing its request for a donation would be

A) Even though our budget won't allow a contribution this year, we hope to be able to contribute next year.
B) Please accept our sincerest apologies for being unable to donate to your cause.
C) We are unable to contribute this year because of budget constraints.
D) Unfortunately, company policy prevents us from donating to your cause.

Question 28

Which of the following statements is correct?

A) In writing to a customer about a problem with an order, generally, you should use the direct pattern if the message has some good-news elements.
B) Always use the direct pattern when writing to a customer about a problem with an order.
C) Always use the indirect pattern when writing to a customer about a problem with an order.
D) In writing to a customer about a problem with an order, generally you should use the indirect pattern if the message has some bad-news elements.

Question 29

Which is the most effective statement in a letter to a customer denying a claim?

A) If you had followed the instructions, you wouldn't have overheated the battery pack.
B) You can purchase a replacement battery pack at a 20 percent discount.
C) Per company policy, we are unable to replace battery packs that have been damaged due to customer misuse.
D) We apologize, but, unfortunately, we cannot replace your battery pack at this time.

Question 30

Which of the following would not be included in the closing paragraph of a bad-news message?

A) An alternative or compromise
B) Resale or sales promotion information
C) A standard phrase such as If you have any questions, please don't hesitate to call.
D) A reference to an enclosed coupon, certificate, or other freebie

Question 31

Which of the following sentences most effectively implies the refusal?

A) I'm sorry that I won't be able to speak at your annual conference, but I'd like to be considered in future years.
B) Although I'll be in South America on business on the date of your annual conference, I could speak to members prior to that date.
C) Although I am unavailable to speak at your annual conference, I can recommend another speaker.
D) Thank you for your kind invitation to speak at this year's annual conference.

Question 32

Which is the most effective statement in a letter to a customer denying credit?

A) To learn more about your credit record, log onto http://www.ftc.gov/freereports to obtain your free credit reports.
B) Your credit history report shows that you are a completely unacceptable applicant.
C) Perhaps if you were a more stable person, we would be able to grant you credit.
D) Please take your business elsewhere.

Question 33

The most effective statement in a bad-news letter declining an invitation to speak to a professional organization would be

A) Although I'm already booked the night of your dinner, I would be happy to speak to your organization sometime next year.
B) I regret to inform you that I am unable to speak to your professional organization.
C) I'm not interested in addressing your professional organization.
D) Although I'm not authorized to tell you why, I can't speak at your dinner.

Question 34

Nadia has learned that customers are leaving negative comments about the restaurant she manages on social network sites such as Facebook and Twitter.What should Nadia do?

A) Ignore them. No one pays attention to negative comments on these sites.
B) File a lawsuit against any individual who posts a negative comment.
C) Monitor the comments and respond immediately when possible.
D) Start writing her own negative comments about the complaining customers to make them look bad.

Question 35

Which is the most effective statement in a letter to a customer about an order for which the customer has not yet paid?

A) We cannot ship your order until we receive your payment.
B) Your order will be canceled unless we receive your payment right away.
C) As soon as we receive your payment, we'll ship your order.
D) What are you, a deadbeat?

Question 36

Which of the following sentences uses the passive voice to present the bad news?

A) We are unable to interview you for the medical billing clerk position at this time.
B) Although we were impressed with your application, we have no positions available at this time.
C) Although the medical billing clerk position has been filled, we wish you well in your job search.
D) We are not hiring at this time, even though we are impressed with your credentials.

Question 37

What is the first thing most companies do for damage control when a problem arises?

A) Consult the company's legal counsel
B) Call the individual involved, if possible
C) Write a letter to the individual involved
D) Ignore the problem if it is unlikely to happen again

Question 38

When writing a letter to a customer denying credit, you have four goals.Which of the following is not one of these goals?

A) Promising the customer that credit will be granted in the future
B) Retaining the customer on a cash basis
C) Avoiding language that causes hard feelings
D) Avoiding disclosures that could cause a lawsuit

Question 39

Select the best closing paragraph of a bad-news letter.

A) Once again, we want to express how sorry we are that we are not able to offer you the position.
B) We wish you the best in your job search.
C) If you have further questions about this decision, please feel free to call me immediately.
D) We regret that we are unable to consider your application.

Question 40

What is the best advice for delivering the bad news?

A) Use the active voice.
B) Don't imply the bad news because it may be overlooked.
C) Suggest a compromise or alternative.
D) Describe what can't be done in great detail to ensure that your message is clear.

Question 41

Which of the following is an appropriate statement when saying no to job applicants?

A) Other candidates were much more experienced with the software that is used in our organization.
B) We appreciate your interest in our company and wish you every success in your job search.
C) I am sorry to inform you that you were not selected for the position of food services management trainee.
D) Even though you were a top candidate for the position, we're sorry to say that someone else was selected.

Question 42

You cannot be prosecuted for transmitting a harassing or libelous message if you post it to a social networking site such as Facebook or Twitter.

Question 43

What statement about delivering bad news within an organization is most accurate?

A) A tactful tone is useful when communicating bad news within organizations.
B) Bad news within organizations should always be delivered using the direct organizational pattern.
C) Generally, bad news within organizations is better received when the reasons are given after the bad news.
D) Bad news within organizations should always be delivered in writing.

Question 44

Select the best subject line for a memo delivering bad news to employees.

A) Discontinuation of Free Parking
B) Change in Parking Benefit
C) Parking
D) Major Reduction in Parking Privileges

Question 45

Because employees act as agents of their organizations, their words, decisions, and opinions are assumed to represent those of the organization.

Question 46

To be actionable (likely to result in a lawsuit), abusive language can be written or spoken.

Question 47

Capital Management is in a budget crunch and plans to make major layoffs next month.What is the best advice for communicating this crisis to employees?

A) Because the grapevine is so effective, use this tool to get word out to all employees quickly.
B) Deliver the bad news to employees personally if possible.
C) To be upfront about what is going on, announce the bad news in the first sentence of an e-mail message.
D) Let employees learn about the layoffs in the local newspaper.

Question 48

Writing bad-news messages requires less attention to the 3-x-3 writing process than do other types of business messages.

Question 49

When you have negative news to deliver, one of your first considerations is how the message will affect its receiver.

Question 50

Most job refusal letters

A) are general, simple, and short.
B) give concrete reasons for not hiring the candidate.
C) provide as much information as possible.
D) follow the direct pattern.

Question 51

An important goal when delivering negative-news messages is to strive to project a professional and positive image of you and your organization.

Question 52

In announcing bad news, British writers tend to

A) consider it disrespectful and impolite to report bad news to superiors.
B) use a similar approach to that of Americans.
C) be straightforward because they see no reason to soften the blow.
D) soften the message by including a buffer.

Question 53

Bad things happen in all businesses that require the delivery of negative messages.

Question 54

Caroline must deny a request made by one of her employees.The most effective statement in a bad-news message denying this request would be

A) No, you may not be reimbursed for the extra night you stayed after the conference ended.
B) We are so sorry that we are unable to reimburse you for the extra night you stayed after the conference ended.
C) Although your extra night cannot be reimbursed, we will process the remainder of your expense claim immediately.
D) Please be advised that your extra night stay is not reimbursable.

Question 55

A company can be legally liable for statements sent by an employee in an e-mail message or an instant message through the company's computer system.

Question 56

David discovered that one of his employees has filed a fraudulent expense claim.What is the best advice for David to deliver the bad news to this employee tactfully, professionally, and safely?

A) David should prepare and rehearse what he will say.
B) David should go alone to the meeting with the employee so that no one else knows about the episode.
C) David should meet with the employee on a Friday afternoon so that they can both go home right after.
D) David should do all of these.

Question 57

The bad feelings associated with disappointing news can generally be reduced if the reader is not told the reasons for the rejection.

Question 58

Select the most accurate statement about presenting bad news in other cultures.

A) You can generally expect people from other cultures to react to bad-news messages in the same way that Americans do.
B) Germans prefer to soften bad-news messages with compliments to the reader.
C) In Latin countries, bad news must always be reported to superiors.
D) In Asian cultures, disrupting the harmony with bad news is avoided.

Question 59

Because bad news can be difficult for a reader to accept, it must always be delivered using the indirect method.

Question 60

What is important in many high-context cultures?

A) Having the ability to say "no" explicitly
B) Presenting bad news using the direct organizational pattern
C) Avoiding telling white lies
D) Saving face

Question 61

Showing thanks to the reader for doing business in the opening is a good way to start a negative-news letter.

Question 62

One reason that customers leave complaint messages on social networking sites such as Twitter is that they may receive faster responses to tweets than to customer service calls.

Question 63

When a problem occurs with a customer, it's best to wait a while before communicating with the customer to give him or her time to cool off.

Question 64

Because we value loyal customers like you, we have enclosed a coupon for $20 off your next meal at Outback Steakhouse is an effective closing statement for a negative-news message.

Question 65

To make sure that it is not overlooked, always state the refusal explicitly in a negative-news message.

Question 66

Readers often accept bad news better when words such as unfortunately, regret, and unable are used to present the bad news.

Question 67

A good technique for de-emphasizing negative news is to place it at the end of a paragraph.

Question 68

We again extend our sincere apologies for shipping your order late is an effective closing for a bad-news message.

Question 69

Elliott has already written three letters to a customer whose account is now several months past due.His fourth letter to the customer should use a direct pattern.

Question 70

We cannot allow you to return the iPad since you purchased it over 30 days ago effectively uses the passive voice to deliver the bad news.

Question 71

In handling problems with orders, use the direct strategy if the message has some good-news elements.

Question 72

Although I am unable to speak to your class at this time, I sincerely appreciate your invitation effectively positions the bad news by placing it in a subordinate clause.

Question 73

Rate increases and price hikes should always be communicated in a written letter, never announced online.

Question 74

Company policy does not allow us to give cash refunds effectively explains why a writer's request must be refused.

Question 75

Most companies try to resolve problems and control damage by first writing to the individual involved.

Question 76

A negative-news message written in the indirect pattern should always begin with a buffer.

Question 77

A message rejecting a request for favors, money, information, or action should begin with a statement such as Because our annual budget has already been approved, we are unable to donate to your worthwhile cause this year.

Question 78

We apologize for any inconvenience this has caused is an example of an effective apology to include in a negative-news message.

Question 79

When declining an invitation, a statement, such as Unfortunately, because of a fully booked schedule, I will be unable to serve as your keynote speaker should be presented by itself in a short paragraph to ensure that it won't be overlooked.

Question 80

The most important part of a negative-news message is the section that explains the reasons for the bad news.