Question 1

The buffer in a bad-news message is a
A) hint that good news will follow.
B) statement completely unrelated to the bad news so that receivers will not know that bad news is coming.
C) statement that reduces shock or pain and encourages the receiver to continue reading.
D) denial of the requested action.

Accepted Answer

The buffer in a bad-news message is a statement that reduces shock or pain and encourages the receiver to continue reading. It is not a hint of good news or denial of the requested action. Choice B is incorrect because the buffer should be related to the bad news to provide context and convey empathy.

Question 2

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 can help the receiver understand the decision and potentially accept it more easily. The other options (B, C, and D) do not necessarily address the key factors that can help reduce the bad feelings associated with disappointing news.

Question 3

To convey empathy and sensitivity when delivering bad news, you should
A) show that you are human by using strong, forceful language.
B) accept blame and apologize when appropriate.
C) avoid explaining the reasons for the bad news.
D) always cite company policy.

Accepted Answer

Accepting responsibility and apologizing when appropriate can help convey empathy and sensitivity when delivering bad news. It shows that you recognize the impact of the news on the recipient and that you are taking responsibility for delivering it. Using strong language or citing company policy can come across as insensitive or uncaring. Avoiding explanations may leave the recipient confused and frustrated.

Question 4

Which of these patterns is typical for bad-news messages presented in the indirect strategy?
A) Buffer, reasons, bad news, and closing
B) Buffer, bad news, and closing
C) Explanation, bad news, buffer, and closing
D) Bad news, explanation, and closing

Accepted Answer

The indirect strategy for delivering bad news typically involves starting with a buffer to ease the reader into the message, followed by the reasons for the bad news, then the bad news itself, and finally a closing to maintain goodwill.

Question 5

The primary difference between ethical and unethical communicators is that unethical communicators
A) intend to deceive.
B) use only the indirect strategy regardless of the audience, purpose, or topic.
C) use only the direct strategy regardless of the audience, purpose, or topic.
D) omit the buffer from their bad-news messages.

Accepted Answer

Ethical communicators are truthful and transparent, while unethical communicators intend to deceive their audience. Deception can take many forms, including lying, withholding information, or manipulating facts. Therefore, the primary difference between ethical and unethical communicators is their motivation and intent.

Question 6

Every business person will need to write a negative business message that may disappoint, irritate, or anger a receiver; these messages must be written
A) carefully.
B) by top-level management only.
C) using only the direct organizational strategy.
D) deceitfully.

Accepted Answer

Writing a negative business message requires careful consideration of the receiver’s potential reaction and the message's impact on the relationship with the receiver. It is important to choose the right words and tone, convey empathy, and provide any necessary explanations or alternatives. Writing the message carefully can help mitigate any negative response from the receiver. Writing such messages deceitfully is unethical and could harm the relationship with the receiver. Top-level management may not always be the best option for writing negative business messages, as it depends on the specific situation and the skill set of the individual. Using only the direct organizational strategy may not always be the most effective approach, as the indirect approach may be better suited to certain situations.

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) Select a soothing color of stationery for the message.
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

Before writing a bad-news message, it is important to analyze the situation to understand its implications for the reader. This will help Taylor to anticipate the reader's reactions and provide an appropriate response. Only after analyzing the bad news should Taylor start to craft his message, including selecting the appropriate tone and wording, gathering supporting information, and starting with the opening. Choosing a soothing color of stationery is a less important detail at this stage.

Question 8

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 answer of The indirect strategy works best when the...

Question 9

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

Choice B acknowledges the invitation and expresses enthusiasm for the event without directly declining the invitation. This approach maintains a positive tone and avoids offending the organization.

Question 10

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 other options (A, B, and C) are all commonly recognized goals in delivering negative news.

Question 11

Receivers are far more likely to accept negative news when you show that the decision was
A) fair.
B) impartial.
C) rational.
D) All answer choices are correct.

Accepted Answer

All answer choices are correct. Showing that the decision was fair, impartial, and rational can help receivers accept negative news more easily.

Question 12

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 not a crucial factor in conveying bad news. It is more important to focus on the purpose, context, and audience to deliver the message effectively. However, writers should aim to use clear and concise language to avoid any confusion or additional distress for the reader.

Question 13

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 14

Although you may worry about using the indirect strategy to communicate bad news, one benefit it has is
A) demonstrating your writing abilities.
B) ensuring that your reasoning will be read while the receiver is still receptive.
C) disguising the bad news.
D) placing the bad news before the explanation.

Accepted Answer

Using the indirect strategy allows you to provide reasoning or explanations before delivering the bad news. This approach can help the receiver understand the situation and be more receptive to the news.

Question 15

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

Starting with a buffer statement can help to ease the tension and create a receptive atmosphere. It is followed by reasons, which will help to provide the context and reasons behind the decision. The bad news should be given after providing the reasons, as it can help employees understand the need for the decision. Finally, a closing statement can be used to reiterate the reasons and assure the employees that the organization values their hard work.

Question 16

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 is not inherently unethical, but it can become unethical if the writer intends to deceive or mislead the reader. It is important to be clear and honest when delivering bad news, but the indirect strategy can be used tactfully to soften the blow and show empathy for the reader. Delaying the bad news or hiding it is manipulative and unethical. Ignoring ethical concerns when delivering bad news is not acceptable, as it can harm the reputation and trustworthiness of both the writer and the organization.

Question 17

One of your goals in sending messages is to project a professional and positive image. One technique to project the proper image is by
A) responding briefly without providing clear details.
B) employing an irate tone.
C) using forceful or aggressive language.
D) controlling your emotions.

Accepted Answer

Controlling your emotions is the best technique to project a professional and positive image. This means avoiding angry or defensive language, and responding calmly and respectfully to the recipient. It is important to communicate clearly and provide appropriate details while maintaining a professional demeanor.

Question 18

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 19

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 20

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

The indirect strategy helps you prepare the reader for bad news by starting with a buffer or positive statement, keeping their attention and easing them into the reasons for the bad news. It demonstrates tact and consideration for the reader's feelings.

Quiz 7: Negative Messages

The buffer in a bad-news message is a

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

To convey empathy and sensitivity when delivering bad news, you should

Which of these patterns is typical for bad-news messages presented in the indirect strategy?

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

Every business person will need to write a negative business message that may disappoint, irritate, or anger a receiver; these messages must be written

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?

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

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?

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

Receivers are far more likely to accept negative news when you show that the decision was

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

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

Although you may worry about using the indirect strategy to communicate bad news, one benefit it has is

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?

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

One of your goals in sending messages is to project a professional and positive image. One technique to project the proper image is by

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

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

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