Question 1

Many techniques can be used to cushion the bad news.List four of these techniques, and give an original example of each.

Accepted Answer

Student answers will vary but should include four of the following techniques:
a.Place the bad news in the middle of a paragraph.
Example: "We just learned that when our contract with Park-Ur-Self expires in two months, the annual rate will increase by 20 percent.Because our profits are down this year, we will no longer be able to afford the cost of this contract.We have therefore come up with several ways that you can keep your parking and commute costs down."
b.Put the bad news in a subordinate clause.
Example: "Although I am unable to speak to your class next week, I am available near the end of the month to make a classroom presentation."
c.Use the passive voice.
Example: "An error in the 2012 financial statements was discovered."
d.Accentuate the positive.
Example: "We'll ship your order as soon as we receive your purchase order."
e.Imply the refusal.
Example: "I'll be attending a conference in Boston on the date of your annual dinner."
f.Suggest a compromise or alternative.
Example: "Although your credit application cannot be approved, we suggest you reapply with a suitable cosigner."

Question 2

Written messages to deliver bad news to customers are important when

Accepted Answer

A)  personal contact is impossible. 
B)  you need to establish a record of the incident. 
C)  you want to promote good relations. 
D)  All of these situations would make written messages important. 
A)  personal contact is impossible. 
B)  you need to establish a record of the incident. 
C)  you want to promote good relations. 
D)  All of these situations would make written messages important. D

Question 3

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

Accepted Answer

buffer

Question 4

The most important part of a negative-news message is the section that explains the reasons for the bad news.

Accepted Answer

A) True 
 B)False

Question 5

Because employees act as agents of their organizations, their words, decisions, and opinions are assumed to represent those of the organization.

Accepted Answer

A) True 
 B)False

Question 6

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 South America 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 South America 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 7

Select the most accurate statement.

Accepted Answer

A)  An employee's words, decisions, and opinions are assumed to represent those of the organization. 
B)  To be considered defamation, a statement must be made in writing. 
C)  To be actionable (likely to result in a lawsuit), abusive language can be true or false, as long as it is damaging. 
D)  In a situation that could be legally dangerous, try to volunteer as much information as possible to show that you are being completely honest. 
A)  An employee's words, decisions, and opinions are assumed to represent those of the organization. 
B)  To be considered defamation, a statement must be made in writing. 
C)  To be actionable (likely to result in a lawsuit), abusive language can be true or false, as long as it is damaging. 
D)  In a situation that could be legally dangerous, try to volunteer as much information as possible to show that you are being completely honest.

Question 8

Because bad news can be difficult for a reader to accept, it must always be delivered using the indirect method.

Accepted Answer

A) True 
 B)False

Question 9

Readers often accept bad news better when words such as unfortunately, regret, and unable are used to present the bad news.

Accepted Answer

A) True 
 B)False

Question 10

Which of the following is not one of the goals in communicating negative news?

Accepted Answer

A)  To make the receiver understand the negative news 
B)  To show your desire to continue pleasant relations with the receiver 
C)  To hide the real reason for the negative news 
D)  To maintain a professional and positive image of you and your corporation 
A)  To make the receiver understand the negative news 
B)  To show your desire to continue pleasant relations with the receiver 
C)  To hide the real reason for the negative news 
D)  To maintain a professional and positive image of you and your corporation

Question 11

We apologize for any inconvenience this has caused is an example of an effective apology to include in a negative-news message.

Accepted Answer

A) True 
 B)False

Question 12

Most business professionals handle ____________________ control by calling the individual involved, describing the problem and apologizing, explaining why the problem occurred and what is being done to resolve it, and following up with a written message that promotes goodwill.

Accepted Answer

The answer of Most business professionals handle ____________________ control by...

Question 13

The most effective statement in a letter to a local charitable organization refusing its request for a donation would be

Accepted Answer

A)  Even though our budget won't allow a contribution this year, we hope to be able to contribute next year. 
B)  Please accept our sincerest apologies for being unable to donate to your cause. 
C)  We are unable to contribute this year because of budget constraints. 
D)  Unfortunately, company policy prevents us from donating to your cause. 
A)  Even though our budget won't allow a contribution this year, we hope to be able to contribute next year. 
B)  Please accept our sincerest apologies for being unable to donate to your cause. 
C)  We are unable to contribute this year because of budget constraints. 
D)  Unfortunately, company policy prevents us from donating to your cause.

Question 14

When writing a letter to a customer denying credit, you have four goals.Which of the following is not one of these goals?

Accepted Answer

A)  Promising the customer that credit will be granted in the future 
B)  Retaining the customer on a cash basis 
C)  Avoiding language that causes hard feelings 
D)  Avoiding disclosures that could cause a lawsuit 
A)  Promising the customer that credit will be granted in the future 
B)  Retaining the customer on a cash basis 
C)  Avoiding language that causes hard feelings 
D)  Avoiding disclosures that could cause a lawsuit

Question 15

Which is the most effective statement in a letter to a customer denying credit?

Accepted Answer

A)  To learn more about your credit record, log onto http://www.ftc.gov/freereports to obtain your free credit reports. 
B)  Your credit history report shows that you are a completely unacceptable applicant. 
C)  Perhaps if you were a more stable person, we would be able to grant you credit. 
D)  Please take your business elsewhere. 
A)  To learn more about your credit record, log onto http://www.ftc.gov/freereports to obtain your free credit reports. 
B)  Your credit history report shows that you are a completely unacceptable applicant. 
C)  Perhaps if you were a more stable person, we would be able to grant you credit. 
D)  Please take your business elsewhere.

Question 16

Which of the following statements is correct?

Accepted Answer

A)  In writing to a customer about a problem with an order, generally, you should use the direct pattern if the message has some good-news elements. 
B)  Always use the direct pattern when writing to a customer about a problem with an order. 
C)  Always use the indirect pattern when writing to a customer about a problem with an order. 
D)  In writing to a customer about a problem with an order, generally you should use the indirect pattern if the message has some bad-news elements. 
A)  In writing to a customer about a problem with an order, generally, you should use the direct pattern if the message has some good-news elements. 
B)  Always use the direct pattern when writing to a customer about a problem with an order. 
C)  Always use the indirect pattern when writing to a customer about a problem with an order. 
D)  In writing to a customer about a problem with an order, generally you should use the indirect pattern if the message has some bad-news elements.

Question 17

Monique 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 18

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 19

When delivering bad news in other countries, communicators must remember that in many high-context cultures, saving ____________________ is important.

Accepted Answer

The answer of When delivering bad news in other countries,...

Question 20

When organizations are involved in a crisis such as serious financial problems or public controversy, they are wise to keep the bad news from employees, customers, and stockholders for as long as possible.

Accepted Answer

A) True 
 B)False

Many techniques can be used to cushion the bad news.List four of these techniques, and give an original example of each.

Written messages to deliver bad news to customers are important when

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

The most important part of a negative-news message is the section that explains the reasons for the bad news.

Because employees act as agents of their organizations, their words, decisions, and opinions are assumed to represent those of the organization.

Which of the following sentences most effectively implies the refusal?

Select the most accurate statement.

Because bad news can be difficult for a reader to accept, it must always be delivered using the indirect method.

Readers often accept bad news better when words such as unfortunately, regret, and unable are used to present the bad news.

Which of the following is not one of the goals in communicating negative news?

We apologize for any inconvenience this has caused is an example of an effective apology to include in a negative-news message.

Most business professionals handle ____________________ control by calling the individual involved, describing the problem and apologizing, explaining why the problem occurred and what is being done to resolve it, and following up with a written message that promotes goodwill.

The most effective statement in a letter to a local charitable organization refusing its request for a donation would be

When writing a letter to a customer denying credit, you have four goals.Which of the following is not one of these goals?

Which is the most effective statement in a letter to a customer denying credit?

Which of the following statements is correct?

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

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

When delivering bad news in other countries, communicators must remember that in many high-context cultures, saving ____________________ is important.

When organizations are involved in a crisis such as serious financial problems or public controversy, they are wise to keep the bad news from employees, customers, and stockholders for as long as possible.

Effective and Ethical Communication at Work

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

Intercultural Communication

Planning Business Messages

Organizing and Writing Business Messages

Revising Business Messages

Electronic Messages and Digital Media

Positive Messages

Persuasive and Sales Messages

Report and Research Basics

Informal Business Reports

Proposals, Business Plans, and Formal Business Reports

Business Presentations

The Job Search, Resumes, and Cover Letters

Interviewing and Following Up

Filters

Exam 9: Negative Messages

Many techniques can be used to cushion the bad news.List four of these techniques, and give an original example of each.

Written messages to deliver bad news to customers are important when

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

The most important part of a negative-news message is the section that explains the reasons for the bad news.

Because employees act as agents of their organizations, their words, decisions, and opinions are assumed to represent those of the organization.

Which of the following sentences most effectively implies the refusal?

Select the most accurate statement.

Because bad news can be difficult for a reader to accept, it must always be delivered using the indirect method.

Readers often accept bad news better when words such as unfortunately, regret, and unable are used to present the bad news.

Which of the following is not one of the goals in communicating negative news?

We apologize for any inconvenience this has caused is an example of an effective apology to include in a negative-news message.

Most business professionals handle ____________________ control by calling the individual involved, describing the problem and apologizing, explaining why the problem occurred and what is being done to resolve it, and following up with a written message that promotes goodwill.

The most effective statement in a letter to a local charitable organization refusing its request for a donation would be

When writing a letter to a customer denying credit, you have four goals.Which of the following is not one of these goals?

Which is the most effective statement in a letter to a customer denying credit?

Which of the following statements is correct?

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

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

When delivering bad news in other countries, communicators must remember that in many high-context cultures, saving ____________________ is important.

When organizations are involved in a crisis such as serious financial problems or public controversy, they are wise to keep the bad news from employees, customers, and stockholders for as long as possible.

Effective and Ethical Communication at Work

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

Intercultural Communication

Planning Business Messages

Organizing and Writing Business Messages

Revising Business Messages

Electronic Messages and Digital Media

Positive Messages

Persuasive and Sales Messages

Report and Research Basics

Informal Business Reports

Proposals, Business Plans, and Formal Business Reports

Business Presentations

The Job Search, Resumes, and Cover Letters

Interviewing and Following Up

Filters