Deck 8: Writing Negative Messages

Question 1

In which of the following situations is it appropriate to use the indirect approach to organize negative news messages?

A) You need to immediately get the reader's attention.
B) You value the relationship you have with the audience.
C) The news is not likely to seriously impact the audience.
D) The audience does not have the time to read long, rambling messages.

Answer 1

B

Question 2

You should use the direct approach to organize negative news messages when ________.

A) you want to soften the blow of the negative news
B) the reader has an emotional investment in the situation
C) the situation is routine or minor
D) you need to maintain a close working relationship with the reader

Answer 2

C

Question 3

When using the direct approach to deliver bad news,the opening of your message should ________.

A) include a goodwill statement aimed at maintaining a good relationship with the reader
B) offer explanations for the bad news
C) give a clear statement of the bad news
D) provide an apology

Answer 3

C

Question 4

You should use the direct approach to organize negative news messages when ________.

A) you want to soften the blow of the negative news
B) the reader has an emotional investment in the situation
C) the bad news is not expected by the reader
D) the bad news will not come as a shock to the reader

Question 5

You should use the indirect approach to organize negative news messages when ________.

A) you need to get the reader's attention
B) the audience prefers short messages
C) the situation is routine or minor
D) the bad news will come as a shock to the audience

Question 6

In which of the following situations is it appropriate to use the direct approach to organize negative news messages?

A) The news is of great importance to the reader.
B) The reader is likely to react emotionally to the news.
C) The reader is not expecting this news.
D) You need to immediately get the reader's attention.

Question 7

As a Fire Insurance Claims Adjuster with Veritas Insurance,Marshall must send a message to Synthesis Inc.refusing their claim for damages caused due to a fire in their warehouse.He uses the direct method to organize the message.Which of the following statements,if true,would support Marshall's choice?

A) Synthesis Inc. will be in serious financial trouble if Veritas refuses to cover the damage, and would probably have to file for bankruptcy.
B) This is the first claim ever made by Synthesis Inc. in the 10 years that it has insured with Marshall's company.
C) Synthesis Inc.'s policy is a comprehensive one that indemnifies for loss arising out of fire, burglary, theft, and third party risks.
D) A preliminary report filed by Veritas with Synthesis Inc. immediately after the fire indicated that the fire was a result of a robbery and would be covered under the company's Theft Insurance policy.

Question 8

The ________ approach to organizing negative messages opens with the reasons behind the bad news before presenting the bad news itself.

A) indirect
B) short
C) direct
D) informal

Question 9

You should use the direct approach to organize negative news messages when ________.

A) you want to soften the blow of the negative news
B) the reader has an emotional investment in the situation
C) the reader does not like long, rambling messages
D) you need to maintain a close working relationship with the reader

Question 10

The direct approach for delivering bad news is best for people who ________.

A) understand the possibility of getting bad news
B) are unfamiliar with your company
C) you do not know well
D) all of the above

Question 11

Because your main idea in a bad-news message is negative,it is important to ________.

A) carefully choose whether an indirect or a direct approach is best
B) always use a direct approach
C) always use an indirect approach
D) use both a direct and an indirect approach in each letter

Question 12

What is the best medium to deliver bad news?

A) In person
B) By phone
C) By email
D) On the company's internal website

Question 13

A negative message using the ________ approach opens with the bad news,proceeds to the reasons for the situation or the decision,and ends with a positive statement aimed at maintaining a good relationship with the audience.

A) personal
B) indirect
C) formal
D) direct

Question 14

You should use the indirect approach to organize negative news messages when ________.

A) you need to get the reader's attention
B) the reader has an emotional investment in the situation
C) the situation is routine or minor
D) the audience prefers short messages that get right to the point

Question 15

When using the direct approach to deliver bad news,the closing could often include a(n)________.

A) apology
B) description of the actions being taken to avoid similar mistakes in the future
C) action step for those who want to appeal or contest the bad news
D) explanation for the bad news

Question 16

As an executive in the Admissions Office of Greenwood College,Janet must send rejection letters to applicants to the MBA program at the college.She decides to organize her messages using the indirect approach.Which of the following facts,if true,would support Janet's choice?

A) All the rejected applicants are offered the option of registering for the two-year diploma course in management instead, which has the same standing in the job market as an MBA.
B) The college was recently refused a grant that it had applied for to support its MBA program.
C) The college's decision is final and further discussion or communication about the matter will not be entertained.
D) Owing to the large number of enrollments it accepts and its above average rating, this college is considered a "safety net" college by several applicants-a college they wouldn't mind getting into if the bigger names don't work out.

Question 17

Which of the following is NOT a negative phrase?

A) You are clearly dissatisfied.
B) I recognize that the product did not live up to your expectations.
C) Unfortunately, we haven't received it.
D) The damage won't be fixed for a week.

Question 18

You should use the direct approach to organize negative news messages when ________.

A) firmness is needed in communicating the message
B) the reader has an emotional investment in the situation
C) you want to soften the blow of the negative news
D) you need to maintain a close working relationship with the reader

Question 19

You need to convey to a customer that his shipment will arrive a week late.Which of the following lines will be most effective in communicating this news?

A) We regret to inform you that your shipment will arrive a week late.
B) Due to unavoidable circumstances, your shipment has been delayed by a week.
C) Your shipment will be delivered next week.
D) Your shipment will arrive next week, even though we promised that you would receive it this week.

Question 20

The primary advantage of using the direct approach is that it ________.

A) is efficient
B) prepares readers for the bad news
C) is useful in limiting your responsibility
D) helps obscure the bad news

Question 21

When using the indirect approach to organize your negative news message,you should open with a(n)________.

A) apology
B) explanation for the news
C) clear statement of the news
D) buffer

Question 22

When providing reasons for bad news in a negative news message that uses the indirect approach,you should ________.

A) avoid using "company policy" as the reason most of the time
B) start with the most negative points and then move on to increasingly positive ones
C) present your reasons in a clearly apologetic tone
D) avoid going into details of the reasons for the bad news

Question 23

When conveying negative news you should always ________.

A) use the indirect approach
B) close on a positive note
C) offer a sincere apology
D) open with a neutral, noncontroversial statement

Question 24

When using the direct approach to deliver bad news,the body of your message should include ________.

A) an action step for ways to change or lessen the bad news
B) a clear statement of the bad news
C) reasons for the decision
D) all of the above

Question 25

In most cases,when you use the direct approach to organize your negative message,you'll follow the opening with a(n)________.

A) statement that signals the negative news ahead
B) clear statement of the bad news
C) sincere apology
D) explanation of why the news is negative

Question 26

Which of the following is a guideline for providing reasons for bad news in a negative news message that uses the indirect approach?

A) Use "company policy" as the reason most of the time.
B) Start with the most negative points first and move forward to increasingly positive ones.
C) Present your reasons in a clearly apologetic tone.
D) Provide enough detail for the audience to understand your reasons.

Question 27

Dana,HR manager at a small company,must communicate to an employee that his request for a raise cannot be fulfilled,considering his productivity rates.Which of the following lines would best serve as a buffer for this message?

A) We would love to grant your request but your productivity is really not up to the mark this year.
B) We have decided that, considering your productivity rate, we cannot give you the raise that you had requested.
C) You are doing a great job out there and we would like to commend you on your performance.
D) After receiving your request for a raise, we did a careful evaluation of your productivity levels over the course of the last year.

Question 28

When providing reasons for bad news in a negative news message that uses the indirect approach,you should ________.

A) use "company policy" as the reason whenever possible
B) start with the most positive points and then move on to increasingly negative ones
C) present your reasons in a clearly apologetic tone
D) avoid going into details of the reasons for the bad news

Question 29

In a negative message using the indirect approach,the buffer in the opening is immediately followed by a(n)________.

A) clear statement of the bad news
B) explanation for the news
C) neutral statement unrelated to the purpose of the message
D) positive statement, expressing genuine optimism for the future

Question 30

As General Manager of a company,Julian needs to write a message turning down a request for additional funds for a promotion drive planned by the company's marketing department.Which of the following lines would best serve as a buffer statement for this message,considering that you are using the indirect approach in organizing this message?

A) We would love to grant your request but budget constraints do not allow us to do so at this point.
B) We share your goal of increasing the company's revenues by 25% this year.
C) The marketing department is doing a great job out there and we would like to do all we can to help.
D) This year has proven to be one of dramatic growth for our company.

Question 31

In a negative message that uses the indirect approach,an ideal explanation section should ________.

A) include a sincere apology
B) give additional information about the bad news revealed in the opening
C) first reveal the bad news and then suggest alternative courses of action
D) signal the negative news ahead

Question 32

Which of the following is NOT a goal of negative messages?

A) Avoiding a lawsuit
B) Ensuring the acceptance of the bad news
C) Reducing further correspondence on the matter
D) Maintaining the organization's good image

Question 33

The purpose of using the indirect approach to organize a negative message is to ________.

A) obscure bad news
B) help readers accept the news
C) limit your responsibility
D) help readers get to the main idea of the message immediately

Question 34

An apology should ________.

A) be stated at the end of your buffer
B) be stated at the beginning of your buffer
C) not be included if there is a threat of a lawsuit
D) include an explanation of your reasons for the bad news in the buffer

Question 35

A poorly written buffer might do all of the following EXCEPT ________.

A) trivialize the reader's concerns
B) come across an insincere and trite
C) introduce the general subject matter
D) divert attention from the problem with insincere flattery or irrelevant material

Question 36

What is an example of a sincere apology?

A) I'm sorry if you were offended by what happened.
B) I'm sorry that our product resulted in a financial loss for your business.
C) I'm sorry that Chris's service did not live up to your expectations.
D) I'm sorry to hear of your difficulties.

Question 37

In a negative message using the indirect approach,well-written reasons are NOT ________.

A) individualized
B) positive
C) apologetic
D) detailed

Question 38

A good buffer ________.

A) diverts attention from the problem
B) establishes common ground with the reader
C) indicates that the message contains good news
D) is a statement unrelated to the point of the message

Question 39

When using the direct approach in your negative news messages,you should open with a ________.

A) sincere apology
B) buffer statement
C) disclaimer limiting your responsibility
D) clear statement of the bad news

Question 40

Margaret is in the process of developing a message using the direct approach to inform a customer that the company is currently all sold out of the AT3 model lawnmower that he wished to purchase.Which of the following lines would best form the opening lines of this message?

A) The AT3 model lawnmower is the best-selling lawnmower in the market right now and a favourite of homeowners across the country.
B) We regret to inform you that we are currently all sold out of the AT3 model lawnmower that you had requested.
C) We are currently all sold out of the best-selling AT3 model lawnmower that you had requested.
D) Summer is peak season for us and we usually see a marked spike in demand for our entire range of lawn mowers during this time; it's no different this time.

Question 41

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

A) Put the bad news as the main clause of a compound or complex sentence.
B) Avoid putting the bad news in parenthetical expressions.
C) Maximize the space or time devoted to the bad news.
D) Embed the bad news in the middle of a paragraph.

Question 42

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

A) Put the bad news in the main clause of a compound or complex sentence.
B) Avoid putting the bad news in parenthetical expressions.
C) Minimize the space or time devoted to the bad news.
D) Put the bad news in the beginning or end of a paragraph.

Question 43

Lara is responding to a customer who complained that his broadband service was down for two days during a recent storm and that he missed out on some important business communications as a result.Which of the following lines reflects the best way in which Lara can apologize to this customer?

A) I am shocked and dismayed that you had to go through this.
B) I take personal responsibility for the inconvenience caused to you.
C) I am sorry that the company could not get your service back up more promptly.
D) I am sorry to hear of your difficulties.

Question 44

Which of the following is a goal you should have in mind when sending out a message communicating bad news about transactions to a customer?

A) To limit your responsibility
B) To repair the relationship
C) To sell an alternative product or service
D) To limit further communication on the matter

Question 45

Tim is developing a message to inform a customer that though Volume 1 of a set of two books he ordered is being mailed right away,Volume 2 can be mailed out only after a week.Which of the following lines reflects the most effective way of making a clear statement of the bad news when organizing the message using the indirect method?

A) We regret to inform you that, while we are mailing Volume 1 of the Goldwyn anthology to you right away, we can dispatch Volume 2 only next week.
B) The delivery of Volume 2 of the Goldwyn anthology has been delayed by a week, while Volume 1 is being mailed to you right away.
C) We are mailing Volume 1 of the Goldwyn anthology right away and Volume 2 will be delivered to you next week.
D) While we are mailing Volume 1 of the Goldwyn anthology to you right away, there will be a week-long delay in delivering Volume 2.

Question 46

Which of the following is a guideline for closing a negative message organized using the indirect approach?

A) Avoid a certain conclusion.
B) Encourage additional communication or discussion.
C) Act as though the negative news never happened.
D) Be sincere.

Question 47

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

A) Try to put the bad news as the main clause of a compound or complex sentence.
B) Avoid putting the bad news in parenthetical expressions.
C) Maximize the space or time devoted to the bad news.
D) Try to use a conditional statement to imply that a favorable answer may be possible in the future.

Question 48

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

A) Put the bad news as the main clause of a compound or complex sentence.
B) Use parenthetical expressions to frame the bad news.
C) Maximize the space or time devoted to the bad news.
D) Put the bad news in the beginning or end of a paragraph.

Question 49

Which of the following is true about refusing claims and requests for adjustment?

A) You should always accept responsibility for the negative answer.
B) You must resist the temptation to call the other party dishonest or incompetent.
C) You should clearly point out the customer's mistakes to him.
D) The direct approach is usually the better choice for this purpose.

Question 50

Which of the following statements about using the direct approach in negative messages is true?

A) The closing of the message should reiterate the bad news.
B) Direct messages take longer to write, and readers need more time to reach the main idea of the message.
C) One should always offer a sincere apology in the closing of the message.
D) The extent of your explanation for the negative news depends on the nature of the news and your relationship with the reader.

Question 51

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

A) Put the bad news as the main clause of a compound or complex sentence.
B) Avoid putting the bad news in parenthetical expressions.
C) Maximize the space or time devoted to the bad news.
D) De-emphasize the bad news.

Question 52

When developing bad news about transactions,you should ________.

A) explain how you are trying to resolve the problem
B) always open with an apology
C) use the direct approach
D) open with a clear and succinct statement of the bad news

Question 53

Which of the following is true about refusing routine requests?

A) Use phrases such as "Let me think about it and get back to you" as a way to delay saying no.
B) The indirect approach works best for most routine negative responses.
C) Offer alternative ideas if you can, particularly if the relationship is important.
D) Always imply that other assistance or information might be available.

Question 54

Ethan is developing a message to communicate to a job applicant that he is not being offered the job since he lacks the appropriate experience.Which of the following lines reflects the most effective way of making a clear statement of the bad news if Ethan chooses to organize the message using the indirect method?

A) We have decided that we need someone with at least two years of project management experience for this position.
B) We regret to inform you that we will not be offering you this job.
C) You have not been selected for filling this position since this job requires at least two years of project management experience.
D) We must deny your application for this position because we looking for someone with at least two years of project management experience.

Question 55

Which of the following is a guideline for closing a negative message organized using the indirect approach?

A) Avoid a certain conclusion.
B) Encourage additional communication or discussion.
C) Act as though the negative news never happened.
D) Build good will.

Question 56

Which of the following is true about refusing routine requests?

A) Use phrases such as "Let me think about it and get back to you" as a way to delay saying no.
B) The direct approach works best for most routine negative responses.
C) Avoid offering alternative ideas.
D) Always imply that other assistance or information might be available.

Question 57

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

A) Subordinate the bad news in a compound or complex sentence.
B) Avoid putting the bad news in parenthetical expressions.
C) Maximize the space or time devoted to the bad news.
D) Put the bad news in the beginning or end of a paragraph.

Question 58

When closing a negative message organized using the indirect approach,you should always ________.

A) encourage further communication relating to the matter
B) imply that the matter is open to negotiation
C) act as though the negative news never happened
D) emphasize your respect for the audience

Question 59

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

A) Try to put the bad news as the main clause of a compound or complex sentence.
B) Avoid putting the bad news in parenthetical expressions.
C) Emphasize what you can do or have done rather than what you cannot do.
D) Put the bad news in the beginning or end of a paragraph.

Question 60

If you have to say "no," you should always ________.

A) pull back from communicating
B) deliver it directly
C) explain the reasons
D) do all of the above

Question 61

Which of the following is a guideline for responding effectively to rumours and negative information in a social media environment?

A) Limit your online presence to prevent online attacks and malicious campaigns.
B) Assume that a positive reputation still needs to be diligently guarded and defended.
C) Respond to each and every rumour or piece of negative information that appears in social media.
D) Wait until a negative situation occurs to engage with customers in a social media environment.

Question 62

Which of the following is a guideline to follow when sending negative organizational news?

A) Add an element of surprise whenever possible.
B) Always use a buffer to prepare readers for the bad news.
C) Match your approach to the situation.
D) Close with a clear expression of optimism.

Question 63

When conveying negative organizational news,you should ________.

A) utilize the element of surprise to buy time to prepare a response
B) try to minimize the element of surprise
C) ideally use the direct approach
D) close with a clear expression of optimism

Question 64

Which of the following is a guideline for refusing claims?

A) Use the indirect approach in most such instances.
B) Maintain a personal and intimate tone to build rapport.
C) Apologize sincerely for the negative answer.
D) Don't offer alternative solutions as that is unethical.

Question 65

When conveying negative organizational news,you should ________.

A) utilize the element of surprise to buy time to prepare a response
B) use face-to-face communication, not electronic communication
C) ideally use the direct approach
D) look for angles but do not exude false information

Question 66

Which of the following is true regarding social media and other communication technologies in a social media environment?

A) Companies should limit their online presence to prevent online attacks and malicious campaigns.
B) Social media and other communication technologies have created the challenge of responding to online rumours, false information, and attacks on company reputation.
C) Companies should respond to each and every rumour or piece of negative information that appears in social media.
D) Companies should wait until a negative situation occurs to engage with customers in a social media environment.

Question 67

One of the main goals when delivering bad news is to maintain a good image for your organization.

Question 68

When conveying negative organizational news,you should ________.

A) utilize the element of surprise to buy time to prepare a response
B) use face-to-face communication, not electronic communication
C) ideally use the direct approach
D) consider the unique needs of every group

Question 69

Which of the following is true regarding social media and other communication technologies in a social media environment?

A) Companies should limit their online presence to prevent online attacks and malicious campaigns.
B) Customers who feel they have been treated unfairly like these sites because they can use the public exposure as leverage.
C) Companies should respond to each and every rumour or negative information that appears in social media.
D) Customers that voice their negative opinions in a social media environment can easily be erased from the sites.

Question 70

When conveying negative organizational news,you should ________.

A) utilize the element of surprise to buy time to prepare a response
B) use face-to-face communication, not electronic communication
C) ideally use the direct approach
D) seek expert advice

Question 71

Which of the following is a guideline for responding effectively to rumours and negative information in a social media environment?

A) Limit your online presence to prevent online attacks and malicious campaigns.
B) Respond appropriately after you have assessed the negative message and you have made an effective response based on the overall public relations plan.
C) Respond to each and every rumour or piece of negative information that appears in social media.
D) Wait until a negative situation occurs to engage with customers in a social media environment.

Question 72

Responding effectively to rumours and negative information in a social media environment requires companies to ________.

A) respond to each and every rumour
B) continually engage with stakeholders
C) reply immediately and spontaneously
D) limit their online presence

Question 73

Which of the following is a guideline for responding effectively to rumours and negative information in a social media environment?

A) Limit your online presence to prevent online attacks and malicious campaigns.
B) Use RSS feeds, automated reputation analysis, and other technologies to listen to what people are saying.
C) Respond to each and every rumour or negative information that appears in social media.
D) Wait till a negative situation occurs to engage with customers in a social media environment.

Question 74

Which of the following is a guideline to follow when sending negative organizational news?

A) Add an element of surprise whenever possible.
B) Always use a buffer to prepare readers for the bad news.
C) Use the direct approach for organizing the message.
D) Use multiple media to reach out to the audience.

Question 75

When refusing claims,you should ________.

A) use the direct approach in most such instances
B) maintain a personal and intimate tone to build rapport
C) apologize sincerely for the negative answer
D) emphasize your continued desire for a positive relationship with the customer

Question 76

You should respond to negative messages on social media ________.

A) immediately and spontaneously
B) by addressing each and every rumour and negative information
C) after the information has ceased to be news
D) after careful evaluation

Question 77

Which of the following is a guideline to follow when sending negative organizational news?

A) Add an element of surprise whenever possible.
B) Always use a buffer to prepare readers for the bad news.
C) Seize each situation as an opportunity to reshape or invigorate the organization.
D) Close with a clear expression of optimism.

Question 78

When conveying negative organizational news,you should ________.

A) utilize the element of surprise to buy time to prepare a response
B) use face-to-face communication, not electronic communication
C) ideally use the direct approach
D) if possible, give yourself enough time to plan and manage a response

Question 79

Which of the following is a guideline to follow when sending negative organizational news?

A) Add an element of surprise whenever possible.
B) Always use a buffer to prepare readers for the bad news.
C) Try to use the situation to your organization's advantage by offering encouragement to those around you.
D) Close with a clear expression of optimism.

Question 80

When delivering bad news,you want to try to get the readers to agree that the news is fair and reasonable.