Question 1

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 2

Morgan has decided that she must apologize to a customer in her buffer. Which of the following is the best example of an effective apology?

Accepted Answer

A) We apologize for any inconvenience this has caused. 
B) You have every right to be concerned, and we sincerely apologize for the delay in filling your order. To prevent this from occurring again, we have upgraded our software and retrained our order takers. 
C) We regret that you were not happy with the situation. 
D) We are sorry and admit that we are completely responsible and take full legal responsibility for this situation. 
A) We apologize for any inconvenience this has caused. 
B) You have every right to be concerned, and we sincerely apologize for the delay in filling your order. To prevent this from occurring again, we have upgraded our software and retrained our order takers. 
C) We regret that you were not happy with the situation. 
D) We are sorry and admit that we are completely responsible and take full legal responsibility for this situation.

Question 3

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

Accepted Answer

A) True 
 B)False

Question 4

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

Accepted Answer

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. 
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 5

____________________ 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 6

You must refuse a customer's request to return an item. What should you do first?

Accepted Answer

A) Decide what communication channel to use. 
B) Consult with your company's legal staff. 
C) Think about how the receiver will react to your refusal. 
D) Try to get a colleague to deliver the bad news for you. 
A) Decide what communication channel to use. 
B) Consult with your company's legal staff. 
C) Think about how the receiver will react to your refusal. 
D) Try to get a colleague to deliver the bad news for you.

Question 7

The bad feelings associated with disappointing news can generally be reduced if the receiver

Accepted Answer

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. 
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.

Question 8

Which of the following sentences most effectively implies the refusal?

Accepted Answer

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. 
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 9

The most important part of a bad-news letter is

Accepted Answer

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. 
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 10

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

Accepted Answer

A) True 
 B)False

Question 11

Readers often accept bad news better when they feel that their requests have been heard and that they have been treated fairly.

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

A) True 
 B)False

Question 13

The reasons for refusing credit should always be clearly explained.

Accepted Answer

A) True 
 B)False

Question 14

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?

Accepted Answer

A) By trying to make himself look good, he is guilty of the "good-guy syndrome." 
B) He has used careless language. 
C) He has used abusive language. 
D) He has done nothing wrong. 
A) By trying to make himself look good, he is guilty of the "good-guy syndrome." 
B) He has used careless language. 
C) He has used abusive language. 
D) He has done nothing wrong.

Question 15

If you're not sure how your reader will react to a request refusal, use the ________________ organizational strategy.

Accepted Answer

The answer of If you're not sure how your reader...

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

Your iPhone cannot be repaired at our local facility uses ____________________-voice verbs to deliver the negative news.

Accepted Answer

The answer of Your iPhone cannot be repaired at our...

Question 18

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 19

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

Accepted Answer

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. 
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 20

A company must deliver bad news to hundreds of employees and wants to use digital media to do so. Which communication tool is acceptable?

Accepted Answer

A) E-mail 
B) Webcast 
C) Blogs 
D) Any of these digital communication tools is acceptable for delivering bad news to employees. 
A) E-mail 
B) Webcast 
C) Blogs 
D) Any of these digital communication tools is acceptable for delivering bad news to employees.

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

Morgan has decided that she must apologize to a customer in her buffer. Which of the following is the best example of an effective apology?

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

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

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

You must refuse a customer's request to return an item. What should you do first?

The bad feelings associated with disappointing news can generally be reduced if the receiver

Which of the following sentences most effectively implies the refusal?

The most important part of a bad-news letter is

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

Readers often accept bad news better when they feel that their requests have been heard and that they have been treated fairly.

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

The reasons for refusing credit should always be clearly explained.

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?

If you're not sure how your reader will react to a request refusal, use the ________________ organizational strategy.

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

Your iPhone cannot be repaired at our local facility uses ____________________-voice verbs to deliver the negative news.

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

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

A company must deliver bad news to hundreds of employees and wants to use digital media to do so. Which communication tool is acceptable?

Business Communication in the Digital Age

Professionalism: Team, Meeting, Listening, Nonverbal and Etiquette Skills

Intercultural Communication

Planning Business Messages

Organizing and Drafting Business Messages

Revising Business Messages

Short Workplace Messages and Digital Media

Positive Messages

Persuasive and Sales Messages

Reporting in the Digital-Age Workplace

Informal Business Reports

Proposals, Business Plans, and Formal Business Reports

Business Presentations

The Job Search and Résumés in the Digital Age

Interviewing and Following up

Filters

Exam 9: Negative Messages

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

Morgan has decided that she must apologize to a customer in her buffer. Which of the following is the best example of an effective apology?

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

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

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

You must refuse a customer's request to return an item. What should you do first?

The bad feelings associated with disappointing news can generally be reduced if the receiver

Which of the following sentences most effectively implies the refusal?

The most important part of a bad-news letter is

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

Readers often accept bad news better when they feel that their requests have been heard and that they have been treated fairly.

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

The reasons for refusing credit should always be clearly explained.

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?

If you're not sure how your reader will react to a request refusal, use the ________________ organizational strategy.

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

Your iPhone cannot be repaired at our local facility uses ____________________-voice verbs to deliver the negative news.

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

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

A company must deliver bad news to hundreds of employees and wants to use digital media to do so. Which communication tool is acceptable?

Business Communication in the Digital Age

Professionalism: Team, Meeting, Listening, Nonverbal and Etiquette Skills

Intercultural Communication

Planning Business Messages

Organizing and Drafting Business Messages

Revising Business Messages

Short Workplace Messages and Digital Media

Positive Messages

Persuasive and Sales Messages

Reporting in the Digital-Age Workplace

Informal Business Reports

Proposals, Business Plans, and Formal Business Reports

Business Presentations

The Job Search and Résumés in the Digital Age

Interviewing and Following up

Filters