Question 1

To minimize disappointment and maintain a positive relationship,the inductive strategy is the best way to organize messages that refuse requests.

Accepted Answer

A) True 
 B)False  True

Question 2

Your department hired a strategic planning consultant to restructure the workforce.However,you believe that the consultant added no value to the company and simply played back what you wanted to hear.You must write a letter to the president of the consulting company to discuss your dissatisfaction.Which of the following is the BEST approach to your letter?

Accepted Answer

A) Start with some facts about what the consultant was supposed to do.Enumerate what was done incorrectly.End with a pleasant message expressing your appreciation. 
B) Start with a statement about your dissatisfaction with the consultant.Continue with a list of things that the consultant did incorrectly.End with a direct statement about how worthless the consultant was. 
C) Start with some good things that the consultant did.Accentuate the positive and avoid as much negative information as possible.End pleasantly, saying that you hope you can do business again in the future. 
D) Start with some facts about what the consultant was supposed to do.Mention what the consultant did well, but also be clear about what the consultant did not do well.End with a pleasant message expressing the hope that the information you provided will assist the consulting company. 
A) Start with some facts about what the consultant was supposed to do.Enumerate what was done incorrectly.End with a pleasant message expressing your appreciation. 
B) Start with a statement about your dissatisfaction with the consultant.Continue with a list of things that the consultant did incorrectly.End with a direct statement about how worthless the consultant was. 
C) Start with some good things that the consultant did.Accentuate the positive and avoid as much negative information as possible.End pleasantly, saying that you hope you can do business again in the future. 
D) Start with some facts about what the consultant was supposed to do.Mention what the consultant did well, but also be clear about what the consultant did not do well.End with a pleasant message expressing the hope that the information you provided will assist the consulting company. D

Question 3

In a credit refusal message,your main purpose is to tactfully say "no" since the recipient is a poor credit risk and not a potential customer.

Accepted Answer

A) True 
 B)False  False

Question 4

"We apologize for any inconvenience we may have caused you" is an effective way to close a refusal message.

Accepted Answer

A) True 
 B)False

Question 5

Explain how a counterproposal may be used to preserve a positive relationship when denying a request or when delivering bad news.

Accepted Answer

By proposing an alternative to the actio

Question 6

Template letters,as featured by leading word processing software,eliminate the need to compose original documents.

Accepted Answer

A) True 
 B)False

Question 7

Offering a counterproposal may eliminate the need to state the refusal directly.

Accepted Answer

A) True 
 B)False

Question 8

If bad news appears in the first sentence of a message,the

Accepted Answer

A) receiver will be prepared for the reasoning that follows. 
B) receiver's urge to counter argue will be minimized. 
C) receiver's reaction is likely to be defensive. 
D) receiver will withhold judgment until he or she has finished reading. 
A) receiver will be prepared for the reasoning that follows. 
B) receiver's urge to counter argue will be minimized. 
C) receiver's reaction is likely to be defensive. 
D) receiver will withhold judgment until he or she has finished reading.

Question 9

Several methods exist for people to protect their anonymity in cyperspace.Which one is NOT a method for this protection?

Accepted Answer

A) Anonymous remailers 
B) Pseudonymity 
C) Anonymity website 
D) User ID number 
A) Anonymous remailers 
B) Pseudonymity 
C) Anonymity website 
D) User ID number

Question 10

A counterproposal

Accepted Answer

A) is unnecessary if you have stated your refusal tactfully. 
B) weakens your refusal by implying that you are not able to enforce your decision. 
C) is an alternative to the action requested that helps preserve your future relationship with the receiver. 
D) should precede the refusal. 
A) is unnecessary if you have stated your refusal tactfully. 
B) weakens your refusal by implying that you are not able to enforce your decision. 
C) is an alternative to the action requested that helps preserve your future relationship with the receiver. 
D) should precede the refusal.

Question 11

Which of the following is NOT a technique for writing a bad-news message?

Accepted Answer

A) Use positive language to accentuate the positive. 
B) Use the deductive writing approach. 
C) Sandwich the bad news between the buffer and positive closing. 
D) Use passive voice, general terms, and abstract nouns. 
A) Use positive language to accentuate the positive. 
B) Use the deductive writing approach. 
C) Sandwich the bad news between the buffer and positive closing. 
D) Use passive voice, general terms, and abstract nouns.

Question 12

Discuss the implications behind the statement that "the customer is always right" in light of the fact that a company must at times deny a customer's request.

Accepted Answer

The "customer is always right" philosoph

Question 13

Which of the following is NOT an effective strategy for companies that want to provide strong internal communication?

Accepted Answer

A) Promote open exchange of honest, candid communication. 
B) Use a variety of communication channels to encourage two-way communication. 
C) Limit the questions employees may ask management. 
D) Keep employees informed of both good and bad news. 
A) Promote open exchange of honest, candid communication. 
B) Use a variety of communication channels to encourage two-way communication. 
C) Limit the questions employees may ask management. 
D) Keep employees informed of both good and bad news.

Question 14

Conference Hotel Changes
You manage a large hotel that is used by organizations and businesses for meetings and conferences.A recent storm has damaged part of your hotel which means that you have fewer rooms available for meetings.You now have nearly 20 percent fewer guest rooms for conference participants and four less meeting rooms for smaller sessions.You estimate that room repairs will take nearly a month,but the Association of Intercultural Studies is scheduled to arrive for a three-day conference in two weeks and has booked all rooms.Now there are not enough rooms for the conference.
Required:
As manager of the hotel,write a letter to the meeting manager for the association.Tell the manager the bad news regarding the damage to the rooms and provide an alternative of using rooms at a nearby hotel.

Accepted Answer

Conference Hotel SOLUTION
Write the lett

Question 15

Which of the following is the BEST suggestion to follow when refusing a request?

Accepted Answer

A) Use the inductive approach. 
B) Provide a vague reason to minimize the receiver's disappointment. 
C) Use the direct approach. 
D) Follow the bad news with adequate reasons. 
A) Use the inductive approach. 
B) Provide a vague reason to minimize the receiver's disappointment. 
C) Use the direct approach. 
D) Follow the bad news with adequate reasons.

Question 16

Usually,a statement of bad news should be followed by a logical explanation.

Accepted Answer

A) True 
 B)False

Question 17

To avoid litigation,some credit-granting companies

Accepted Answer

A) choose not to respond to customer requests for credit. 
B) choose to omit from their letters the explanation for credit denial. 
C) make the name and address of the credit bureau inaccessible to the consumer. 
D) refuse credit by phone rather than in writing. 
A) choose not to respond to customer requests for credit. 
B) choose to omit from their letters the explanation for credit denial. 
C) make the name and address of the credit bureau inaccessible to the consumer. 
D) refuse credit by phone rather than in writing.

Question 18

Which of the following would be the BEST closing sentence in a bad-news message?

Accepted Answer

A) We understand your disappointment in this decision. 
B) Please do not hesitate to contact us again if you have any further questions. 
C) To see the video that discusses our two newest investment offers, just phone us at 555-1616 to request your copy. 
D) We trust you will continue to rely on Carson products in spite of this present difficult situation. 
A) We understand your disappointment in this decision. 
B) Please do not hesitate to contact us again if you have any further questions. 
C) To see the video that discusses our two newest investment offers, just phone us at 555-1616 to request your copy. 
D) We trust you will continue to rely on Carson products in spite of this present difficult situation.

Question 19

You recently hired a catering service for an important awards ceremony for the members of your organization.Some of the menu choices were poorly prepared and the service was slow.You were dissatisfied with the service and would like to send a message to the owner of the catering business.How would this owner benefit from your constructive criticism? What tone should the message have?

Accepted Answer

The owner of the catering business can b

Question 20

Jawon is a training and development manager who has been asked by a professor to speak to her class about careers in training.However,since he is currently conducting an important staff development program,his schedule is very busy,and he must refuse the request.What would be the BEST way to end his message?

Accepted Answer

A) Again, I am very flattered by your request. 
B) I apologize that I am so busy right now.Maybe next semester I can speak to your class. 
C) I'll call you if I have some time in the next month. 
D) My training assistant, David, has extensive experience and would enjoy speaking to your class.Please feel free to call him at 469-8000. 
A) Again, I am very flattered by your request. 
B) I apologize that I am so busy right now.Maybe next semester I can speak to your class. 
C) I'll call you if I have some time in the next month. 
D) My training assistant, David, has extensive experience and would enjoy speaking to your class.Please feel free to call him at 469-8000.

To minimize disappointment and maintain a positive relationship,the inductive strategy is the best way to organize messages that refuse requests.

In a credit refusal message,your main purpose is to tactfully say "no" since the recipient is a poor credit risk and not a potential customer.

"We apologize for any inconvenience we may have caused you" is an effective way to close a refusal message.

Explain how a counterproposal may be used to preserve a positive relationship when denying a request or when delivering bad news.

Template letters,as featured by leading word processing software,eliminate the need to compose original documents.

Offering a counterproposal may eliminate the need to state the refusal directly.

If bad news appears in the first sentence of a message,the

Several methods exist for people to protect their anonymity in cyperspace.Which one is NOT a method for this protection?

A counterproposal

Which of the following is NOT a technique for writing a bad-news message?

Discuss the implications behind the statement that "the customer is always right" in light of the fact that a company must at times deny a customer's request.

Which of the following is NOT an effective strategy for companies that want to provide strong internal communication?

Which of the following is the BEST suggestion to follow when refusing a request?

Usually,a statement of bad news should be followed by a logical explanation.

To avoid litigation,some credit-granting companies

Which of the following would be the BEST closing sentence in a bad-news message?

Establishing a Framework for Business Communication

Focusing on Interpersonal and Group Communication

Planning Spoken and Written Messages

Preparing Spoken and 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 Résumés and Application Letters

Interviewing for a Job and Preparing Employment Messages

Document Format and Layout Guide

Referencing Styles

Language Review and Exercises

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Exam 7: Delivering Bad-News Messages

To minimize disappointment and maintain a positive relationship,the inductive strategy is the best way to organize messages that refuse requests.

In a credit refusal message,your main purpose is to tactfully say "no" since the recipient is a poor credit risk and not a potential customer.

"We apologize for any inconvenience we may have caused you" is an effective way to close a refusal message.

Explain how a counterproposal may be used to preserve a positive relationship when denying a request or when delivering bad news.

Template letters,as featured by leading word processing software,eliminate the need to compose original documents.

Offering a counterproposal may eliminate the need to state the refusal directly.

If bad news appears in the first sentence of a message,the

Several methods exist for people to protect their anonymity in cyperspace.Which one is NOT a method for this protection?

A counterproposal

Which of the following is NOT a technique for writing a bad-news message?

Discuss the implications behind the statement that "the customer is always right" in light of the fact that a company must at times deny a customer's request.

Which of the following is NOT an effective strategy for companies that want to provide strong internal communication?

Which of the following is the BEST suggestion to follow when refusing a request?

Usually,a statement of bad news should be followed by a logical explanation.

To avoid litigation,some credit-granting companies

Which of the following would be the BEST closing sentence in a bad-news message?

Establishing a Framework for Business Communication

Focusing on Interpersonal and Group Communication

Planning Spoken and Written Messages

Preparing Spoken and 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 Résumés and Application Letters

Interviewing for a Job and Preparing Employment Messages

Document Format and Layout Guide

Referencing Styles

Language Review and Exercises

Extension Course Posttest

Extension Course Pretest

Filters