Question 1

In a bad-news message, placing the refusal in the first sentence can be justified if the message:

Accepted Answer

A) addresses a significant matter. 
B) is intended to demonstrate the sender's authority. 
C)  is a response to legal and ethical requests. 
D)  contains constructive criticism. 
A) addresses a significant matter. 
B) is intended to demonstrate the sender's authority. 
C)  is a response to legal and ethical requests. 
D)  contains constructive criticism. B

Question 2

You are the president of Technik Inc. Global competition and reduced market share have sent profits on a downward spiral, and as a result, you need to layoff some employees. Nearly 10 percent of the employees will have to be laid off in one week. They will receive two weeks' severance pay, accrued sick leave pay, and career consulting from the human resources department. Write an interoffice memorandum announcing this negative organization news.

Accepted Answer

Answers will vary. Write the interoffice memorandum inductively, beginning with a short, neutral paragraph.
State how important good employees are to any business. Thank the employees for their hard work and interest in the company's success. Comment on their positive contributions, and mention the talent and skill they bring to the workplace.
Describe the recent problems related to global competition and how global competition has negatively impacted Technik Inc. State the facts and reasons for the problem.
Present the bad news by de-emphasizing it in a dependent clause of a complex sentence. Show empathy to the employees' feelings.
Provide information on the severance benefits and career counseling. Offer to write a letter of reference.
End with a positive idea that affirms the employee's capability to be hired by other companies.
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A proposed solution follows:
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TO: All Technik employees
SUBJECT: Changes at Technik
​
During our ten years in business, we have experienced many years of success, thanks to our hard-working employees. Many of you have been with us this entire time and have contributed to the success of the company. Many of our newcomers have brought innovative ideas and cutting-edge knowledge to our company. All of you have worked hard together and have even worked long hours to meet deadlines.
​
We have produced great products that we can be proud of. This would not have happened without each one of you. You are well aware that increased global competition has drastically reduced our market share in the past year. We have made our best efforts to communicate honestly and openly with you. In light of these quarterly postings, a few employees have understandably sought jobs elsewhere. Most of you, however, chose to remain with the company and have been optimistic that profits would increase. We have tried to cut costs as much as possible to avoid laying off Technik employees. Unfortunately, these cutbacks in expenses are no longer enough, and we now have no other choice but to downsize in order to survive as a company. As president, it is not an easy choice to decide who stays and who goes. In fact, it is one of the toughest decisions that I have had to make during my 10 years in this position. I value all of you and the contributions you have made to this company.
​
The details of the layoff will be given to those who are laid off, but the bottom line is that Technik must reduce the number of employees by 10 percent the next week. The employees who are laid off will receive the notice today. In an effort to provide financial cushion, they will receive a severance package that includes two weeks' severance pay and any accrued sick leave pay. The human resources department will provide career counseling to interested employees, and supervisors will write letters of recommendations for those who need them.
​
We hope we have turned the corner toward financial stability. Again, thank you for your dedication to your work and this company.

Question 3

Describe the components of the inductive outline used in writing bad-news messages.

Accepted Answer

Answers will vary. The components of the inductive outline are as follows:
a. Opening: It begins with a neutral idea that leads to the refusal or bad news.
b. Body: It presents facts, analysis, and reasons for the refusal or bad news. It states the bad news using a positive tone and de-emphasis techniques. It includes a counterproposal or "silver lining" idea when possible or appropriate.
c. Closing: It closes with ideas that shift the focus away from the refusal or bad news and indicates continuing relationship with the receiver.

Question 4

Which of the following is an idea that you can incorporate into an effective beginning paragraph of a bad-news message?

Accepted Answer

A) When there is positive and negative information to be conveyed, state the negative news first. 
B) Introduce the refusal of a current request by referring to the initial transaction. 
C)  Begin the refusal with a statement that leads the audience to expect good news. 
D)  Always present the main idea in the first statement of the message. 
A) When there is positive and negative information to be conveyed, state the negative news first. 
B) Introduce the refusal of a current request by referring to the initial transaction. 
C)  Begin the refusal with a statement that leads the audience to expect good news. 
D)  Always present the main idea in the first statement of the message.

Question 5

The _____ requires that a credit applicant be notified of the credit decision within 30 calendar days following application.

Accepted Answer

A) Consumer Credit Protection Act 
B) Fair Credit Reporting Act 
C)  Accurate Credit Transactions Act 
D)  Equal Credit Opportunity Act 
A) Consumer Credit Protection Act 
B) Fair Credit Reporting Act 
C)  Accurate Credit Transactions Act 
D)  Equal Credit Opportunity Act

Question 6

Ashton, a customer care executive at Millington Technologies Inc., receives a message from a customer requesting free service for a laptop whose warranty has expired. Which of the following guidelines should Ashton follow when composing the message denying the customer's claim?

Accepted Answer

A) He should avoid closing the message with resale or sales promotional material. 
B) He should avoid providing an explanation for the refusal. 
C)  He should avoid stressing the actions that should have been taken to avoid the problem. 
D)  He should avoid offering possible alternatives to resolve the problem. 
A) He should avoid closing the message with resale or sales promotional material. 
B) He should avoid providing an explanation for the refusal. 
C)  He should avoid stressing the actions that should have been taken to avoid the problem. 
D)  He should avoid offering possible alternatives to resolve the problem.

Question 7

Mark, a senior editor at Logi Corp., is in charge of editing the articles written by Bruno, a newly hired employee. He notices many grammatical errors in Bruno's articles and decides to write a feedback message to Bruno. Which of the following guidelines should Mark follow when composing the message?

Accepted Answer

A) He should include specific, verifiable facts. 
B) He should write the message using the deductive outline. 
C)  He should write a short, general message. 
D)  He should use evaluative words while presenting opinions about Bruno's abilities. 
A) He should include specific, verifiable facts. 
B) He should write the message using the deductive outline. 
C)  He should write a short, general message. 
D)  He should use evaluative words while presenting opinions about Bruno's abilities.

Question 8

In the context of bad-news messages, a(n) _____ is likely to eliminate the need to state the refusal directly because it states what can be done.

Accepted Answer

A) counterproposal 
B) review 
C)  agenda 
D)  criticism 
A) counterproposal 
B) review 
C)  agenda 
D)  criticism

Question 9

The closing sentence of a bad-news message should:

Accepted Answer

A) restate the refusal. 
B) avoid a counterproposal. 
C)  be longer than the preceding paragraphs. 
D)  add a unifying quality to the message. 
A) restate the refusal. 
B) avoid a counterproposal. 
C)  be longer than the preceding paragraphs. 
D)  add a unifying quality to the message.

Question 10

Which of the following is a guideline you should follow when developing the reasons section of a bad-news message?

Accepted Answer

A) Use the deductive approach. 
B) Keep the reasons behind the refusal of a request ambiguous. 
C)  Include "company policy" as one of the reasons. 
D)  Read the section aloud to identify flaws in logic. 
A) Use the deductive approach. 
B) Keep the reasons behind the refusal of a request ambiguous. 
C)  Include "company policy" as one of the reasons. 
D)  Read the section aloud to identify flaws in logic.

Question 11

An advantage of using the inductive sequence in a bad-news message is that the inductive sequence of ideas:

Accepted Answer

A) does not need a suggestion of counterproposal. 
B) saves the reader's time by stating the refusal before providing reasons. 
C)  does not require any explanation. 
D)  de-emphasizes the refusal by closing on a neutral or pleasant note. 
A) does not need a suggestion of counterproposal. 
B) saves the reader's time by stating the refusal before providing reasons. 
C)  does not require any explanation. 
D)  de-emphasizes the refusal by closing on a neutral or pleasant note.

Question 12

Legal and ethical risks can be avoided by reframing a situation as a criticism.

Accepted Answer

A) True 
 B)False

Question 13

When delivering negative organizational news, convey the bad news as late as possible.

Accepted Answer

A) True 
 B)False

Question 14

Melody, a manager at Wisbane Inc., received a message from an employee requesting a change in his work timings. However, she had been instructed by her superiors that the company work timings must be strictly followed without any alteration. Which of the following guidelines should Melody follow when composing the message denying the employee's request?

Accepted Answer

A) She should place the bad news in the independent clause of a simple sentence. 
B) She should compose the message in active voice. 
C)  She should state the refusal before providing reasons. 
D)  She should give reasons that will seem logical to the employee. 
A) She should place the bad news in the independent clause of a simple sentence. 
B) She should compose the message in active voice. 
C)  She should state the refusal before providing reasons. 
D)  She should give reasons that will seem logical to the employee.

Question 15

Using the deductive outline helps subordinate the refusal in a bad-news message so that the reasons get the deserved emphasis.

Accepted Answer

A) True 
 B)False

Question 16

Which of the following is true of the reasons section of a bad-news message?

Accepted Answer

A) It should be written using the deductive approach if it is a significant matter. 
B) It should always be presented as a "silver lining" idea. 
C)  It should include "company policy" as one of the reasons. 
D)  It should emphasize how the audience will benefit from the decision. 
A) It should be written using the deductive approach if it is a significant matter. 
B) It should always be presented as a "silver lining" idea. 
C)  It should include "company policy" as one of the reasons. 
D)  It should emphasize how the audience will benefit from the decision.

Question 17

Which of the following is true of negative organizational news?

Accepted Answer

A) Employees seldom want to know about situations adversely affecting their organization. 
B) Effective managers recognize that employee morale and public goodwill are easy to repair even after they are damaged. 
C)  Employees who are aware of their organization's potential problems feel disconnected from the organization. 
D)  Managers who can communicate negative information in a sensitive, honest, and timely way can calm fears. 
A) Employees seldom want to know about situations adversely affecting their organization. 
B) Effective managers recognize that employee morale and public goodwill are easy to repair even after they are damaged. 
C)  Employees who are aware of their organization's potential problems feel disconnected from the organization. 
D)  Managers who can communicate negative information in a sensitive, honest, and timely way can calm fears.

Question 18

An organization's ability to handle difficult situations with tact and empathy powerfully influences the perceptions of employees.

Accepted Answer

A) True 
 B)False

Question 19

Which of the following is true of face-to-face delivery of bad news?

Accepted Answer

A) It lacks nonverbal cues. 
B) It decreases the potential for escalation of emotion. 
C)  It enables immediate feedback. 
D)  It runs the risk of misinterpretation of a message. 
A) It lacks nonverbal cues. 
B) It decreases the potential for escalation of emotion. 
C)  It enables immediate feedback. 
D)  It runs the risk of misinterpretation of a message.

Question 20

Using _____ helps subordinate the refusal in a bad-news message.

Accepted Answer

A) trite statements 
B) specific terms 
C)  active verbs 
D)  abstract nouns 
A) trite statements 
B) specific terms 
C)  active verbs 
D)  abstract nouns

In a bad-news message, placing the refusal in the first sentence can be justified if the message:

Describe the components of the inductive outline used in writing bad-news messages.

Which of the following is an idea that you can incorporate into an effective beginning paragraph of a bad-news message?

The _____ requires that a credit applicant be notified of the credit decision within 30 calendar days following application.

Ashton, a customer care executive at Millington Technologies Inc., receives a message from a customer requesting free service for a laptop whose warranty has expired. Which of the following guidelines should Ashton follow when composing the message denying the customer's claim?

In the context of bad-news messages, a(n) _____ is likely to eliminate the need to state the refusal directly because it states what can be done.

The closing sentence of a bad-news message should:

Which of the following is a guideline you should follow when developing the reasons section of a bad-news message?

An advantage of using the inductive sequence in a bad-news message is that the inductive sequence of ideas:

Legal and ethical risks can be avoided by reframing a situation as a criticism.

When delivering negative organizational news, convey the bad news as late as possible.

Using the deductive outline helps subordinate the refusal in a bad-news message so that the reasons get the deserved emphasis.

Which of the following is true of the reasons section of a bad-news message?

Which of the following is true of negative organizational news?

An organization's ability to handle difficult situations with tact and empathy powerfully influences the perceptions of employees.

Which of the following is true of face-to-face delivery of bad news?

Using _____ helps subordinate the refusal in a bad-news message.

Establishing a Framework for Business

Focusing on Interpersonal and Group Communication

Planning and Decision Making

Preparing Written Messages

Communicating Electronically

Delivering Good- and Neutral-News Messages

Delivering Persuasive Messages

Understanding the Report Process and Research Methods

Managing Data and Using Graphics

Organizing and Preparing Reports and Proposals

Designing and Delivering Business Presentations

Preparing Resumes and Application Messages

Interviewing for a Job and Preparing Employment Messages

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Exam 7: Delivering Bad-News Messages

In a bad-news message, placing the refusal in the first sentence can be justified if the message:

Describe the components of the inductive outline used in writing bad-news messages.

Which of the following is an idea that you can incorporate into an effective beginning paragraph of a bad-news message?

The _____ requires that a credit applicant be notified of the credit decision within 30 calendar days following application.

Ashton, a customer care executive at Millington Technologies Inc., receives a message from a customer requesting free service for a laptop whose warranty has expired. Which of the following guidelines should Ashton follow when composing the message denying the customer's claim?

In the context of bad-news messages, a(n) _____ is likely to eliminate the need to state the refusal directly because it states what can be done.

The closing sentence of a bad-news message should:

Which of the following is a guideline you should follow when developing the reasons section of a bad-news message?

An advantage of using the inductive sequence in a bad-news message is that the inductive sequence of ideas:

Legal and ethical risks can be avoided by reframing a situation as a criticism.

When delivering negative organizational news, convey the bad news as late as possible.

Using the deductive outline helps subordinate the refusal in a bad-news message so that the reasons get the deserved emphasis.

Which of the following is true of the reasons section of a bad-news message?

Which of the following is true of negative organizational news?

An organization's ability to handle difficult situations with tact and empathy powerfully influences the perceptions of employees.

Which of the following is true of face-to-face delivery of bad news?

Using _____ helps subordinate the refusal in a bad-news message.

Establishing a Framework for Business

Focusing on Interpersonal and Group Communication

Planning and Decision Making

Preparing Written Messages

Communicating Electronically

Delivering Good- and Neutral-News Messages

Delivering Persuasive Messages

Understanding the Report Process and Research Methods

Managing Data and Using Graphics

Organizing and Preparing Reports and Proposals

Designing and Delivering Business Presentations

Preparing Resumes and Application Messages

Interviewing for a Job and Preparing Employment Messages

Filters