Deck 9: Negative Messages

Question 1

An important goal when delivering negative-news messages is to maintain friendly relations with the receivers and to regain their confidence.

Answer 1

True

Question 2

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

Answer 2

True

Question 3

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

Answer 3

False

Question 4

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

Question 5

You should avoid apologizing in a negative-news message because doing so admits responsibility.

Question 6

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 7

Ethan 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 8

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 9

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

Question 10

Communication is unethical when the sender has the intent to deceive.

Question 11

A goal in conveying unfavorable news in writing should be to make the receiver call or write back to clarify the message;this way,the writer has a chance to explain further.

Question 12

A good way to begin a negative-news letter to a faithful customer is to show appreciation for the reader's business.

Question 13

To be actionable (likely to result in a lawsuit),abusive language must be false.

Question 14

The closing of a bad-news message should reiterate the apology so that you seem sincere.

Question 15

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 16

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

Question 17

You should always state a refusal explicitly in a negative-news message to make sure that it is not overlooked.

Question 18

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

Question 19

The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the rejection.

Question 20

When you work for an organization,your words,decisions,and opinions are assumed to represent legally those of the organization.
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Question 21

The reasons for refusing credit should always be clearly explained.

Question 22

When organizations are involved in a crisis such as serious financial problems or public controversy,they should share the news with the public before informing employees.

Question 23

Giving unhappy customers a chance to cool down is important,so companies should wait at least 72 hours to respond to a complaint.

Question 24

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

A)slander
B)libel
C)positive
D)harmless

Question 25

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 the news was revealed sensitively
C)knows the reasons for the rejection
D)All of these choices apply.

Question 26

Online customer complaint sites are losing momentum because customers no longer feel that they are heard.

Question 27

The following statement represents the most effective approach in offering an alternative: Although we do have a one-bedroom apartment available,we don't have the two-bedroom apartment that you requested.

Question 28

Michelle must write a bad-news message to her staff telling them that their hours next month will be reduced.She has just completed Phase 1 of the prewriting process and is beginning Phase 2.What should she do first?

A)Write the rough draft of her 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 29

Priscilla must turn down a request for a charitable contribution,and she's not sure how her reader will respond.She should,therefore,use the direct strategy for her message.

Question 30

Asking yourself whether what you have written is too blunt or too subtle is an example of ________ your message.

A)editing
B)proofreading
C)evaluating 
D)composing

Question 31

Katie makes an abusive statement about David.This language may be actionable if Katie's statement is false,if she sends the message by e-mail to another employee,and if________.

A)the message is a minimum of five sentences long
B)she denies making the statement
C)Katie's statement is damaging to David's reputation
D)​All of these choices must apply.

Question 32

Goals in communicating negative news should include helping the receiver understand the news,showing your desire to continue pleasant relations with the receiver,and ________.

A)buffering the negative news in all situations
B)ceasing communication with the receiver
C)hiding the real reason for the negative news
D)maintaining a professional and positive image of you and your corporation

Question 33

________ is the term referring to abusive language that may result in a lawsuit.

A)​Careless
B)Actionable
C)Legal
D)​Direct

Question 34

Employment rejection letters should provide the specific reasons the candidate was not selected.

Question 35

A customer's demand for a full refund is an example of a claim.

Question 36

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 to determine 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 37

Chuck 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 Chuck done that might lead to legal difficulties?

A)He has denied a professional request.
B)He has used careless language.
C)He has used abusive language.
D)He has done nothing wrong.

Question 38

A letter refusing credit might effectively include a statement such as Cash purchases receive a 2 percent discount.

Question 39

Victoria 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,she wrote in the rejection letter,"I thought you were our top candidate." What has Victoria done that might lead to legal difficulties?

A)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 40

Because Alexis knows her staff well,she should deliver all bad-news messages to them using the direct organizational pattern.

Question 41

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

Question 42

Wesley has included this opening statement in a bad-news message to a client: We both realize that the current economic downturn has resulted in lower stock prices.What kind of buffer is this?

A)Compliment
B)Agreement
C)Appreciation
D)Best news

Question 43

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 absolutely thrilled to have an applicant with your exceptional qualifications.

Question 44

The closing paragraph of a bad-news message should include ________.

A)an alternative or compromise
B)resale or sales promotion information
C)​reference to an enclosed coupon,certificate,or other freebie
D)any of these options,as appropriate

Question 45

What is the best advice for delivering 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 46

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 47

Shannon was angry about something that happened at work and called her boss a "fraudster" and a "criminal" on her personal Facebook page.What has Shannon done that might lead to legal difficulties?

A)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 48

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 49

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

A)We are unable to interview you for the social media specialist position at this time.
B)Although we were impressed with your application,we have no positions available at this time.
C)Although the social media specialist 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 50

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 51

The indirect strategy should be used to communicate negative news when ________.

A)firmness is necessary
B)the bad news is personally upsetting
C)the receiver may overlook the bad news
D)the bad news is expected

Question 52

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 53

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 a forward-looking statement that assumes future business.

Question 54

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 Southeast Asia 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 55

What is the most accurate statement about keeping the indirect strategy ethical?

A)The indirect organizational strategy is unethical and manipulative because the writer deliberately delays the main idea.
B)When you use the indirect strategy,your motives are to deceive the reader and to hide the news.
C)Because the indirect strategy provides a setting in which to announce bad news,it should be used to avoid the truth.
D)By delaying bad news,you soften the blow somewhat,as well as ensure that your reasoning will be read while the receiver is still receptive.

Question 56

The major differences between the direct and indirect strategies are whether you start with a buffer and ________.

A)whether you apologize
B)whether you address the reader by name
C)whether you accept blame for the bad news
D)how early you explain the reasons for the negative news

Question 57

Select the most accurate statement about negative messages.

A)An employee's words,decisions,and opinions are assumed to represent those of the organization.
B)If you want to communicate your personal feelings or opinions,use company letterhead to give yourself more credibility.
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 58

The direct strategy should be used to communicate negative news when ________.

A)the news may provoke a hostile reaction
B)the news affects the receiver personally
C)firmness is necessary
D)the news could threaten the customer relationship

Question 59

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

A)ensure that the company avoids 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 60

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 61

Jeannie must deliver bad news to her staff in person,and she knows they'll be upset.What should Jeannie do first to prepare for the meeting?

A)Practice what she will say during the meeting.
B)Call each staff member to give them fair warning that bad news is coming.
C)Gather all relevant information.
D)Share the news with selected staff members to see how they feel.

Question 62

________ is the ability to understand and enter into the feelings of another and is important to convey in negative messages.

A)Sympathy
B)Empathy
C)Regret
D)Rapport

Question 63

Following up on bad news in writing is important to _________.

A)promote good relations
B)formally confirm follow-up procedures
C)establish a record of the incident
D)achieve all of these purposes

Question 64

Deborah 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 65

You are opening a new restaurant and realize that customers might post reviews online.What should you do?

A)Recognize social networks as an important communication channel.
B)Try to monitor comments.
C)Use social media sites to interact with customers.
D)You should do all of these.

Question 66

When writing a letter to a customer denying credit,you should 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 67

A customer has posted a negative comment on your company's Facebook page about her dissatisfaction with the customer service she received.What should you do?

A)Delete the comment immediately before too many people see it.
B)File a lawsuit against the customer for libel.
C)Reply to the customer's post within 24 hours.
D)Ignore the comment.

Question 68

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 69

Roger's company will be raising the prices of its basic services,and Roger 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 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 70

You're not sure how your reader will react to the bad news you will be delivering.What should you do?

A)Organize the bad-news message using the direct strategy.
B)Organize the bad-news message using the indirect strategy.
C)Send the bad news via e-mail.
D)Call the reader to confirm what her reaction will be before writing the message.

Question 71

What do most companies do first to control damage when a problem arises?

A)Consult the company's legal counsel.
B)Call or e-mail the individual involved.
C)Write a letter to the individual involved.
D)Ignore the problem if it is unlikely to happen again.

Question 72

Which of the following would be the most effective statement in a bad-news letter declining an invitation to speak to a professional organization?

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 73

When writing to a customer about a problem with an order,you should ________.

A)use the direct pattern if the message has some good-news elements
B)use the indirect pattern if the message has some good-news elements
C)always use the direct pattern
D)always use the indirect pattern

Question 74

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 30 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 75

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

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

Question 76

Peter must deny an employee's request to work from home two days a week.What is the best way to begin this bad-news message?

A)I have in my hand your letter of May 31 in which you ask to work from home two days a week.
B)You are an extremely valued member of our team,and we all benefit from being able to work with you face-to-face on a daily basis.
C)Thank you for your request..
D)No,I cannot allow you to work from home two days a week.

Question 77

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 78

The ________ and Equal Credit Opportunity Act state that consumers who are denied loans must receive a notice of "adverse action" from the business explaining the decision.

A)PATRIOT Act
B)Class Action Fairness Act
C)Fair Credit Reporting Act
D)Sarbanes-Oxley Act

Question 79

Which of the following would be the most effective statement in a letter refusing a local organization's requestfor a charitable donation?

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 80

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)When are you going to submit payment?