Question 1

The reasons for refusing credit should always be clearly explained.

Accepted Answer

The answer of The reasons for refusing credit should always...

Question 2

When denying an application for employment, be as specific as possible about why the candidate was rejected.

Accepted Answer

Providing specific reasons for rejection can lead to legal risks and discrimination claims. It's generally safer to provide a general statement.

Question 3

Business communicators should use the ____________________ organizational pattern to deliver bad news when the news will be personally upsetting, will provoke a hostile reaction, will threaten the customer relationship, or is unexpected.

Accepted Answer

The answer of Business communicators should use the ____________________ organizational...

Question 4

When the bad news is not damaging, when the reader may overlook the bad news, or when firmness is necessary, the ____________________ organizational pattern should be used.

Accepted Answer

The answer of When the bad news is not damaging,...

Question 5

When abusive language is written, it is called ____________________.

Accepted Answer

The answer of When abusive language is written, it is...

Question 6

An ___________ is defined as an "admission of blameworthiness and regret for an undesirable event."

Accepted Answer

The answer of An ___________ is defined as an "admission...

Question 7

The ____________________-guy syndrome refers to a situation in which the writer's statements make the reader feel better but may be misleading or inaccurate.

Accepted Answer

The answer of The ____________________-guy syndrome refers to a situation...

Question 8

A neutral or positive opening that reduces shock or pain and does not reveal the negative news is called a(n) ____________________.

Accepted Answer

The answer of A neutral or positive opening that reduces...

Question 9

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

Accepted Answer

Including a statement about a discount for cash purchases can be a tactic used to encourage customers to choose the cash option instead of requesting credit.

Question 10

When denying a claim, use a statement such as If you had read the instruction booklet that came with the air conditioner, you would have known to change the filter every three months to let the customer know why the claim must be refused.

Accepted Answer

Using such a statement can come across as blaming or condescending, which is not appropriate for customer service. It's better to explain the reason for the denial in a more neutral and informative manner.

Question 11

When abusive language is spoken, it's called ____________________.

Accepted Answer

The answer of When abusive language is spoken, it's called...

Question 12

____________________ is the ability to understand and enter into the feelings of another.

Accepted Answer

The answer of ____________________ is the ability to understand and...

Question 13

____________________ is the legal term for any false statement, written or spoken, that harms an individual's reputation.

Accepted Answer

The answer of ____________________ is the legal term for any...

Question 14

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.

Accepted Answer

In situations where the response to the message might be unfavorable or the news is bad, such as turning down a request for a charitable contribution, the indirect strategy is often recommended. This approach allows the writer to prepare the reader for the negative news, making it easier to accept.

Question 15

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

Accepted Answer

Knowing her staff well does not necessarily mean that delivering bad news using the direct organizational pattern is the best approach for every situation. It may be more appropriate to consider individual personalities and communication styles when delivering bad news.

Question 16

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

Accepted Answer

While it is important to communicate rate increases and price hikes in a clear and timely manner, it is not necessary to do so exclusively through a written letter. Online announcements can also be effective communication channels, as long as they are clear and transparent.

Question 17

When organizations are involved in a crisis such as serious financial problems or public controversy, they are wise to keep the bad news from employees, customers, and stockholders for as long as possible.

Accepted Answer

It is generally not advisable for organizations to keep bad news from their stakeholders during a crisis. Being transparent and honest can help build trust and credibility with employees, customers, and stockholders, and also provide an opportunity to address the crisis effectively. Delaying or hiding the bad news can often exacerbate the situation and lead to greater negative consequences.

Question 18

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

Accepted Answer

This is because social media platforms are monitored regularly, and companies strive to respond quickly to maintain their reputation online. However, it may not always be the case, and some companies may have slower response times on social media as well.

Question 19

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.

Accepted Answer

The answer of When declining an invitation, a statement, such...

Question 20

One important goal in communicating bad news is to make sure your reader ____________________ and, in the best case, accepts the bad news.

Accepted Answer

The answer of One important goal in communicating bad news...

Quiz 9: Negative Messages