Exam 7: Delivering Bad-News Messages

The Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, religion, sex, national origin, age, and marital status.

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(True/False)

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Question 1

Correct Answer:

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True

The _____ is a federal law that provides consumers the right to know the nature of the information in their credit file and gives them other protections when they apply for and are denied credit.

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(Multiple Choice)

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Question 2

Correct Answer:

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

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(Essay)

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Question 3

Correct Answer:

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Following negative news with an alternative action, referred to as a counterproposal, will assist in preserving a relationship with the reader. Because it states what you can do, including a counterproposal, it might eliminate the need to state the refusal directly. The counterproposal can follow a refusal stated in a tactful, sensitive manner. While the counterproposal might represent a tangible benefit, at times it is more intangible in nature. Any counterproposal must, of course, be reasonable. A reasonable counterproposal might be to include some additional items at no charge or to offer a discount certificate good on the customer's next order. When no reasonable counterproposal is apparent, the sender might be able to offer a silver lining thought that turns the discussion back into the positive direction. When offering a counterproposal or silver lining statement, care must be taken to ensure that the idea does not seem superficial or minimize the recipient's situation.

You recently hired a catering service for an important award 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?

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Question 4

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

(Multiple Choice)

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Question 5

Describe the legal implications for denying credit.

(Essay)

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Question 6

Mark's department has hired a marketing manager to help increase the sale of the company's products. However, he believes that the marketing manager adds no value to the company and simply plays back what the company wants to hear. Mark must write a letter to the marketing manager offering constructive criticism. Which of the following should Mark include in the letter to avoid litigation charges?

(Multiple Choice)

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Question 7

Sharing bad news via telephone minimizes the misinterpretation of highly sensitive messages.

(True/False)

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Question 8

Summarize the guidelines for breaking bad news to employees and the public.

(Essay)

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Question 9

"I have received and read your letter of April 12" is an effective, neutral way to begin the first paragraph of a bad-news message.

(True/False)

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Question 10

Improving on Constructive CriticismA 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 to make it 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 can you be so careless 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."

(Essay)

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Question 11

To avoid litigation, some companies that extend credit choose to:

(Multiple Choice)

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Question 12

By placing bad news in the first sentence, receiver support is more likely than when it is presented after giving reasons.

(True/False)

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Question 13

Identify the steps in a company's plan of action for a crisis.

(Essay)

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Question 14

When writing a message offering constructive criticism, one's primary consideration should be to _____.

(Multiple Choice)

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Question 15

Which of the following sentences is a good example of a buffer for a bad-news message?

(Multiple Choice)

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Question 16

Exceptions to the use of inductive approach for bad-news messages include:

(Multiple Choice)

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Question 17

Email is typically the most effective channel for communicating negative organizational news.

(True/False)

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Question 18

Which of the following is an effective strategy to break bad news to employees?

(Multiple Choice)

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Question 19

Describe the format for writing a message to deny a claim.

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Question 20

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The Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, religion, sex, national origin, age, and marital status.

The _____ is a federal law that provides consumers the right to know the nature of the information in their credit file and gives them other protections when they apply for and are denied credit.

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

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

Describe the legal implications for denying credit.

Sharing bad news via telephone minimizes the misinterpretation of highly sensitive messages.

Summarize the guidelines for breaking bad news to employees and the public.

"I have received and read your letter of April 12" is an effective, neutral way to begin the first paragraph of a bad-news message.

To avoid litigation, some companies that extend credit choose to:

By placing bad news in the first sentence, receiver support is more likely than when it is presented after giving reasons.

Identify the steps in a company's plan of action for a crisis.

When writing a message offering constructive criticism, one's primary consideration should be to _____.

Which of the following sentences is a good example of a buffer for a bad-news message?

Exceptions to the use of inductive approach for bad-news messages include:

Email is typically the most effective channel for communicating negative organizational news.

Which of the following is an effective strategy to break bad news to employees?

Describe the format for writing a message to deny a claim.

Establishing a Framework for Business Communication

Focusing on Interpersonal and Group Communication

Planning and Decision Making

Preparing Written Messsages

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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