Question 1

Because of the legal implications involved in refusing credit, you should avoid telling applicants the specific reason(s) why you must deny them credit.

Accepted Answer

A) True 
 B)False  False

Question 2

Improving on Constructive Criticism
A new medical assistant, Janelle, was hired at an outpatient medical center. Her supervisor found an error she made on a patient's record and sent Janelle the following email. Edit the email so that it is a good example of constructive criticism.
"I just want you to know how angry I am to find an error you made on Mr. Smith's record yesterday. How careless can you be about such an important thing? There is absolutely no room for carelessness in this job because people's lives depend on us! I've fixed the error, but if this ever happens again, you may lose your job."

Accepted Answer

1.Start the message with a buffer that factually explains the importance of accuracy in medical records.
2.Provide an example of how a seemingly minor detail can have major ramifications for patients.
3.Point out the error made by Janelle and explain how it should have been recorded.
4.Offer to help answer questions or to double-check her work while she is in training.Provide suggestions that will help her to avoid future errors with patient records.
5.Encourage her to excellence.
A proposed solutions follows:
 TO: Janelle
SUBJECT: Patient Recard Accuracy 
Accuracy in patient records is a top priority for all of us at Medical Center.Among the myriad of details that we must enter daily on patient records, an error can sometimes occur.When discovered, we try to correct these as quickly as possible to avoid serious problems in treating our patients.
I'm sure that you realize the serious nature of incorrectly recording information on patient charts.The consequence of one error can have far reaching ramifications, including life-threatening patient issues and medical malpractice.With this in mind, it is critically important that you check and double-check all of the information that you enter in patient records.
The recent error you made on Mr.Smith's record was thankfully not life threatening, but this serves as an important reminder to you that all information must be checked before entering.This is an essential part of your job, and there is no room for error.Some of our more experienced medical assistants would be glad to provide tips for double-checking patient information prior to recording.I've scheduled a brief training session tomorrow at 8 a.m.with Jeremy Combs who will review this matter with you.

Question 3

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. D

Question 4

Which of the following is FALSE concerning personal delivery of bad news?

Accepted Answer

A)  Personal delivery of the bad news signals the importance of the news. 
B)  Personal delivery eliminates any potential escalation of emotion. 
C)  Personal delivery shows empathy for the recipient. 
D)  Personal delivery provides the benefits of nonverbal cues. 
A)  Personal delivery of the bad news signals the importance of the news. 
B)  Personal delivery eliminates any potential escalation of emotion. 
C)  Personal delivery shows empathy for the recipient. 
D)  Personal delivery provides the benefits of nonverbal cues.

Question 5

Which sentence is a good example of a buffer for a bad news message?

Accepted Answer

A)  Your letter dated April 14 has been referred to me for reply. 
B)  I can understand how you felt when you had to pay $168. 
C)  Your credit application was reviewed by two loan officers. 
D)  Your claim has been denied, but let us explain why. 
A)  Your letter dated April 14 has been referred to me for reply. 
B)  I can understand how you felt when you had to pay $168. 
C)  Your credit application was reviewed by two loan officers. 
D)  Your claim has been denied, but let us explain why.

Question 6

You have just completed a week-long stay at a hotel/resort that hosted your company's national sales meeting. You were dissatisfied overall with the hotel's service and would like to send a message to the management of the hotel. How would the hotel benefit from your constructive criticism? What tone should the message have?

Accepted Answer

Any company dealing directly with custom

Question 7

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 8

A company plans to downsize over the next year. Which of the following would be the BEST way to prepare employees for this negative announcement?

Accepted Answer

A)  Send an email to employees the first day that employees are scheduled for layoff. 
B)  Send a letter to laid off employees at their home address instructing them not to report for work to avoid emotional confrontations. 
C)  Use the company's internal communications (newsletters and intranet) to make employees aware of the downsizing before it happens. 
D)  Call a staff meeting at the end of the day on the Friday before layoffs begin to make the negative announcement. 
A)  Send an email to employees the first day that employees are scheduled for layoff. 
B)  Send a letter to laid off employees at their home address instructing them not to report for work to avoid emotional confrontations. 
C)  Use the company's internal communications (newsletters and intranet) to make employees aware of the downsizing before it happens. 
D)  Call a staff meeting at the end of the day on the Friday before layoffs begin to make the negative announcement.

Question 9

Which of the following is the BEST negative reply to a request for a favor?

Accepted Answer

A)  Thank you for asking me to speak at your meeting, but I will not be able to attend. 
B)  Because I have a previous engagement in Phoenix, I cannot demonstrate my machine at your conference. 
C)  Although I have multiple obligations for the date you suggested, I fully support your effort to raise funds for the homeless. 
D)  I find my schedule is as impossible as ever; I must be doing something wrong with my priorities. 
A)  Thank you for asking me to speak at your meeting, but I will not be able to attend. 
B)  Because I have a previous engagement in Phoenix, I cannot demonstrate my machine at your conference. 
C)  Although I have multiple obligations for the date you suggested, I fully support your effort to raise funds for the homeless. 
D)  I find my schedule is as impossible as ever; I must be doing something wrong with my priorities.

Question 10

Since the main message of a negative-news message is the bad news, more space should be devoted to the refusal than to the explanations for the refusal.

Accepted Answer

A) True 
 B)False

Question 11

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 12

You must deny a request for credit to an applicant who does not meet your company's requirements. Using a sentence such as "You are encouraged to make cash purchases" illustrates a

Accepted Answer

A)  counterproposal. 
B)  bait and switch technique. 
C)  confirmation of priorities. 
D)  consideration of eligibility. 
A)  counterproposal. 
B)  bait and switch technique. 
C)  confirmation of priorities. 
D)  consideration of eligibility.

Question 13

Your employer asked you to compose a message to be sent to all job applicants who were not selected for a sales representative position. You should

Accepted Answer

A)  tell the applicant at the beginning that another candidate was chosen. 
B)  ask the applicant to consider why he or she was not selected. 
C)  place the "not selected" message in the dependent clause of a complex sentence describing the stiff competition for this job. 
D)  imply that someone else has been selected for the position, thus avoiding the uncomfortable job of rejecting someone. 
A)  tell the applicant at the beginning that another candidate was chosen. 
B)  ask the applicant to consider why he or she was not selected. 
C)  place the "not selected" message in the dependent clause of a complex sentence describing the stiff competition for this job. 
D)  imply that someone else has been selected for the position, thus avoiding the uncomfortable job of rejecting someone.

Question 14

An effective counterproposal

Accepted Answer

A)  can eliminate the need to state the refusal directly. 
B)  may represent a tangible benefit to the reader. 
C)  may not always be possible. 
D)  All of the above. 
A)  can eliminate the need to state the refusal directly. 
B)  may represent a tangible benefit to the reader. 
C)  may not always be possible. 
D)  All of the above.

Question 15

Delivering constructive criticism can be beneficial by alerting management that changes need to be made.

Accepted Answer

A) True 
 B)False

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

Messages denying credit are different from other types of bad-news messages in that they

Accepted Answer

A)  are subject to more legal issues. 
B)  do not need to maintain the goodwill of the recipient. 
C)  do not have to include reasons for refusal. 
D)  use the deductive pattern of organization. 
A)  are subject to more legal issues. 
B)  do not need to maintain the goodwill of the recipient. 
C)  do not have to include reasons for refusal. 
D)  use the deductive pattern of organization.

Question 18

Using passive voice and complex sentences are effective ways to de-emphasize bad news.

Accepted Answer

A) True 
 B)False

Question 19

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 20

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.

Because of the legal implications involved in refusing credit, you should avoid telling applicants the specific reason(s) why you must deny them credit.

Which of the following is FALSE concerning personal delivery of bad news?

Which sentence is a good example of a buffer for a bad news message?

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

A company plans to downsize over the next year. Which of the following would be the BEST way to prepare employees for this negative announcement?

Which of the following is the BEST negative reply to a request for a favor?

Since the main message of a negative-news message is the bad news, more space should be devoted to the refusal than to the explanations for the refusal.

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

You must deny a request for credit to an applicant who does not meet your company's requirements. Using a sentence such as "You are encouraged to make cash purchases" illustrates a

Your employer asked you to compose a message to be sent to all job applicants who were not selected for a sales representative position. You should

An effective counterproposal

Delivering constructive criticism can be beneficial by alerting management that changes need to be made.

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

Messages denying credit are different from other types of bad-news messages in that they

Using passive voice and complex sentences are effective ways to de-emphasize bad news.

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.

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

Filters

Exam 7: Delivering Bad-News Messages

Because of the legal implications involved in refusing credit, you should avoid telling applicants the specific reason(s) why you must deny them credit.

Which of the following is FALSE concerning personal delivery of bad news?

Which sentence is a good example of a buffer for a bad news message?

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

A company plans to downsize over the next year. Which of the following would be the BEST way to prepare employees for this negative announcement?

Which of the following is the BEST negative reply to a request for a favor?

Since the main message of a negative-news message is the bad news, more space should be devoted to the refusal than to the explanations for the refusal.

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

You must deny a request for credit to an applicant who does not meet your company's requirements. Using a sentence such as "You are encouraged to make cash purchases" illustrates a

Your employer asked you to compose a message to be sent to all job applicants who were not selected for a sales representative position. You should

An effective counterproposal

Delivering constructive criticism can be beneficial by alerting management that changes need to be made.

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

Messages denying credit are different from other types of bad-news messages in that they

Using passive voice and complex sentences are effective ways to de-emphasize bad news.

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.

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

Filters