Deck 9: Negative Messages

Question 1

Which of the following is the best example of an effective buffer in a bad-news letter telling a job applicant that she didn't get the position for which she interviewed?

A)Thank you for your application of March 13, wherein you applied for the medical clerk position.
B)We are very sorry to have to tell you that the medical clerk position has been filled.
C)We enjoyed meeting you last week to discuss your qualifications for the medical clerk position.
D)We are absolutely thrilled to have an applicant with your exceptional qualifications.

Answer 1

C

Question 2

Which of the following statements describes the purpose of the indirect strategy?

A)The indirect organizational strategy allows the writer to be manipulative and unethical, because the main idea is deliberately delayed.
B)When you use the indirect strategy, your motives are to deceive the reader and to hide the news.
C)Because the indirect strategy provides a setting in which to announce bad news, it should be used to avoid the truth.
D)The indirect strategy delays negative news and attempts to soften the impact in order to ensure that the reader will be open to listening to your news and the reasons for it.

Answer 2

D

Question 3

Victoria had to write a letter to a job applicant telling him that he was not selected for a position. Because she really liked the applicant, she wrote in the rejection letter, I thought you were our top candidate. What has Victoria done that might lead to legal difficulties?

A)She is guilty of the "good-guy syndrome."
B)She has used careless language.
C)She has used abusive language.
D)She has done nothing wrong.

Answer 3

A

Question 4

When should the indirect pattern be used to communicate negative news?

A)whenever you convey bad news
B)when the bad news is personally upsetting
C)when the receiver may overlook the bad news
D)when the bad news is expected

Question 5

What is the purpose of a buffer statement in a negative message?

A)to ensure that the company avoids legal liability
B)to reduce the reader's shock or pain related to the bad news
C)to inform the reader of the reasons for the bad news
D)to explain company policy regarding the bad-news message

Question 6

Michelle must write a bad-news message to her staff telling them that their hours next month will be reduced. She has just completed Phase 1 of the prewriting process and is beginning Phase 2. What should she do first?

A)She should write the rough draft of her message.
B)She should select an appropriate colour of stationery that will calm the reader.
C)She should analyze the bad news to determine how it will affect the reader.
D)She should gather information and brainstorm ways to present the reasons for the bad news.

Question 7

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

A)to help 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 8

Ling was angry about something that happened at work and called her boss a "fraudster" and a "criminal" on her personal Facebook page. What has Ling done that might lead to legal difficulties?

A)By trying to make herself look better than her boss, she is guilty of the "good-guy syndrome."
B)She has used careless language.
C)She has used abusive language.
D)She has done nothing wrong because she made the posting on her personal Facebook page.

Question 9

Ali 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 Ali done that might lead to legal difficulties?

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 10

Which of the following statements about negative workplace messages is accurate?

A)Most businesses never experience situations that require delivering negative news.
B)Some businesses have to respond to complaints voiced on social network sites such as Facebook and Twitter.
C)Because negative messages are rare, they do not have to be written as carefully as other messages.
D)You never have to apologize for mistakes made by company representatives.

Question 11

Cassandra will be writing a bad-news letter to a customer and wants to follow the four-part indirect plan. In what order should she organize her letter?

A)bad news, reasons, buffer, closing
B)buffer, bad news, reasons, closing
C)buffer, reasons, bad news, closing
D)reasons, bad news, buffer, closing

Question 12

When should the direct pattern be used to communicate negative news?

A)never
B)when the negative news affects the reader personally
C)when firmness is necessary
D)when the negative news is damaging

Question 13

How can the bad feelings associated with disappointing news generally be reduced?

A)Ensure the reader believes the matter was treated seriously and fairly.
B)Reveal the bad news directly to save time.
C)Let the reader believe the reasons are inconsequential.
D)Allow receivers to vent their anger.

Question 14

Alexander has included this opening statement in a bad-news message to a client: We both realize that the current economic downturn has resulted in lower stock prices. What kind of buffer is this?

A)compliment
B)agreement
C)appreciation
D)best news

Question 15

Which of the following statements describes the responsibility of company employees when communicating in business?

A)An employee's words, decisions, and opinions are assumed to represent those of the organization.
B)To communicate personal feelings or opinions, employees should use company letterhead to give more credibility.
C)To be actionable (likely to result in a lawsuit), employee use of abusive language can be true or false, as long as it is damaging.
D)In a situation that could be legally dangerous, employees should volunteer as much information as possible to show that they are being completely honest.

Question 16

Jie is writing a bad-news message to his supervisor and is now in Phase 3 of the writing process. What should he do during this phase?

A)He should check his wording to make sure that he sounds direct.
B)He should make sure that the tone of the message is firm.
C)He should ensure that he has delivered the bad news clearly but professionally
D)He should ensure that he has identified the department to blame for his problem.

Question 17

Which of the following statements demonstrates a step in Phase 1 of the writing process for delivering negative news?

A)One of your first considerations should be to determine how the message will affect your company.
B)To show sensitivity, you should always deliver bad news using the direct method.
C)Delivering negative news in a letter on company stationery will be more impressive than in an e-mail.
D)When delivering bad news, it is not important to consider how the reader will react.

Question 18

In addition to starting with a buffer, what is another major difference between the direct and indirect strategies?

A)whether you apologize
B)how you address the reader
C)whether you accept blame for the bad news
D)how early you explain the reasons for the negative news

Question 19

In a recommendation letter, Nathan falsely accuses former employee Olivia of treating her supervisor disrespectfully. What is this action considered?

A)slander
B)libel
C)a little white lie
D)legitimate

Question 20

Sydney makes an abusive statement about David. When is this language actionable?

A)if Sydney's statements are true
B)if Sydney sends the message by e-mail to David
C)if Sydney's statement is of no consequence to David's reputation
D)if Sydney's statement was e-mailed to two other employees

Question 21

Which of the following is the best sentence to include in the closing paragraph of a bad-news letter that turns down a job applicant?

A)Once again, we want to express how sorry we are that we are not able to offer you the position.
B)We wish you the best in your job search.
C)If you have further questions about this decision, please feel free to call me immediately.
D)We regret that we are unable to consider your application.

Question 22

Which of the following sentences most effectively implies the refusal?

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 23

Which of the following statements best describes when to use the direct pattern for bad news?

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 24

Which of the following statements is NOT a good reason to follow up on bad news?

A)to promote good relations
B)to formally confirm follow-up procedures
C)to establish a record of the incident
D)to convince the customer to buy another product

Question 25

You are opening a new restaurant and realize that customers might post reviews online. Which of the following should you do?

A)Recognize social networks as an important communication channel.
B)Try to monitor customer comments only once a month.
C)Avoid using social media sites to interact with customers.
D)Ignore social network comments received from customers.

Question 26

Which of the following would be the most effective statement in a bad-news letter declining an invitation to speak to a professional organization?

A)Although I'm already booked the night of your dinner, I would be happy to speak to your organization sometime next year.
B)I regret to inform you that I am unable to speak to your professional organization.
C)I'm not interested in addressing your professional organization.
D)Although I'm not authorized to tell you why, I can't speak at your dinner.

Question 27

Which of the following is the best advice for closing a bad-news letter?

A)Apologize profusely to the reader.
B)Give a clear explanation of the reasons for the bad news.
C)Restate the bad news to make sure that the reader understands it.
D)Close with something forward looking that assumes future business.

Question 28

Which of the following is the best buffer to open a letter that refuses a request from a local nonprofit organization for a charitable donation?

A)This is to inform you that your kind letter of May 14 has been directed to me for reply.
B)We have received your letter requesting a donation to your annual fund-raiser.
C)The services you provide for homeless families in our community are necessary and important.
D)Although we admire what your organization does for our community, unfortunately, we are unable to donate to your fundraiser at this time.

Question 29

In which of the following sentences has the bad news been placed in a subordinate clause?

A)Although our wellness program must be discontinued, all other benefits will remain the same.
B)Although all other benefits will remain the same, we must discontinue our wellness program.
C)Our wellness program must be discontinued.
D)We are sorry to announce that our wellness program must be discontinued.

Question 30

You're not sure how your reader will react to the bad news you will be delivering. Which of the following should you do?

A)Organize the bad-news message using the direct strategy.
B)Organize the bad-news message using the indirect strategy.
C)Send the bad news via e-mail.
D)Call the reader to confirm what her reaction will be before writing the message.

Question 31

Which of the following would NOT be included in the closing paragraph of a bad-news message?

A)an alternative or compromise
B)resale or sales promotion information
C)a standard phrase such as If you have any questions, please don't hesitate to call
D)a reference to an enclosed coupon, certificate, or other freebie

Question 32

Which of the following sentences uses the passive voice to present the bad news?

A)We are unable to interview you for the social media specialist position at this time.
B)Although we were impressed with your application, we have no positions available at this time.
C)Although the social media specialist position has been filled, we wish you well in your job search.
D)We are not hiring at this time, even though we are impressed with your credentials.

Question 33

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?

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 34

Which of the following do most companies do first for damage control when a problem arises?

A)Consult the company's legal counsel.
B)Call or e-mail the individual involved.
C)Write a letter to the individual involved.
D)Ignore the problem if it is unlikely to happen again.

Question 35

Which of the following is the best advice when presenting the reasons for the bad news?

A)Whenever possible, cite company policy as the reason for the bad news because most people willingly accept this reason.
B)Do not present the reasons for the bad news; instead, focus solely on presenting the bad news sensitively.
C)Use words such as impossible, regret, and unfortunately to make your point clear.
D)Cite reader or other benefits if plausible.

Question 36

Which of the following is the best placement for a statement of bad news in a message?

A)in a subordinate clause
B)at the beginning of a sentence
C)at the end of a paragraph
D)at the beginning of a paragraph

Question 37

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

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 38

Which of the following is the best advice for delivering the bad news?

A)Use the active voice.
B)Don't imply the bad news because it may be overlooked.
C)Suggest a compromise or alternative.
D)Describe what can't be done in great detail to ensure that your message is clear.

Question 39

Which of the following reduces feelings of ill will and improves the chances that readers will accept the bad news?

A)using the reader's first name in the salutation
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 40

Which of the following would be the most effective statement in a letter to a local charitable organization refusing its request for a donation?

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 41

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

A)To learn more about your credit record, contact Northern Credit Bureau 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 and responsible person, we would be able to grant you credit.
D)Please take your business elsewhere.

Question 42

Will discovered that one of his employees has filed a fraudulent expense claim. What is the best advice for Will to deliver the bad news to this employee tactfully, professionally, and safely?

A)Will should prepare and rehearse what he will say.
B)Will should go alone to the meeting with the employee so that no one else knows about the episode.
C)Will should meet with the employee on a Friday afternoon so that they can both go home right after.
D)Will should get the meeting over quickly to avoid employee reaction.

Question 43

Which of the following would be good advice to follow when writing a claim-denial letter?

A)Address your message To whom it may concern to keep the message objective and impersonal.
B)Make sure that the customer knows what he or she has done incorrectly, so they won't make the same mistake again.
C)Avoid you statements that sound preachy.
D)Remind the customer that you are aware that most claims are fraudulent.

Question 44

To avoid charges of discrimination or wrongful actions, how do legal advisors recommend that organizations write employment rejection letters?

A)Write them as specifically as possible.
B)Write them using the direct strategy.
C)Write them in general terms, simple and short.
D)Write them as form letters.

Question 45

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

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 46

Goldstar Investments has just learned that it is being sued for securities fraud. What should top management at Goldstar do?

A)Do nothing and hope the media never finds out.
B)Have someone leak the news to the media.
C)Hold a press conference to announce the bad news before the media does.
D)Alert the media before informing your employees.

Question 47

Su-Mei must deny a request made by one of her employees. Which of the following would be the most effective statement in a bad-news message denying this request?

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 48

Which of the following is the most effective statement in a letter to a customer denying a claim?

A)If you had followed the instructions, you wouldn't have overheated the battery pack.
B)You can purchase a replacement battery pack at a 30 percent discount.
C)Per company policy, we are unable to replace battery packs that have been damaged due to customer misuse.
D)We apologize, but unfortunately, we cannot replace your battery pack at this time.

Question 49

Ayesha's company will be raising the prices of its basic services, and Ayesha must write to customers to inform them of these increases. What is the most important thing she should do when writing this message?

A)She should prove that all her competitors are raising prices too.
B)She should explain the reasons and hook the increase to benefits.
C)She should apologize to her customers.
D)She should promise a rate decrease in the future when the economy improves.

Question 50

If you have to turn down a customer's claim, which of the following is the best approach to use to maintain goodwill?

A)Offer resale information to build the customer's confidence in your products or organization.
B)Avoid taking responsibility and make it clear that the customer is at fault.
C)Use preachy statements to make your point to the customer.
D)Explain that your company policy will not permit you to allow the claim.

Question 51

Which of the following is the best subject line for a memo delivering bad news to employees?

A)Discontinuation of Free Parking
B)Change in Parking Benefit
C)Parking
D)Major Reduction in Parking Privileges

Question 52

Saara must deliver bad news to her staff in person, and she knows they'll be upset. What should Saara do first to prepare for the meeting?

A)She should practise what she will say during the meeting.
B)She should call each staff member to give them fair warning that bad news is coming.
C)She should gather all relevant information.
D)She should hire a bodyguard.

Question 53

Which of the following statements about delivering bad news within an organization is most accurate?

A)A tactful tone is useful when communicating bad news within organizations.
B)Bad news within organizations should always be delivered using the direct organizational pattern.
C)Generally, bad news within organizations is better received when the reasons are given after the bad news.
D)Bad news within organizations should always be delivered in writing.

Question 54

Which of the following is an appropriate statement when saying no to job applicants?

A)Other candidates were much more experienced with the social media tools that are used in our organization.
B)We appreciate your interest in our company and wish you every success in your job search.
C)I am sorry to inform you that you were not selected for the position of social media marketing coordinator.
D)Even though you were a top candidate for the position, we're sorry to say that someone else was selected.

Question 55

Bad things that require the delivery of negative messages happen in all businesses.

Question 56

Peter must deny an employee's request to work from home two days a week. Which of the following is the best way to begin this bad-news message?

A)I have your letter of May 31 in which you ask to work from home two days a week.
B)You are an extremely valued member of our team, and we all benefit from being able to work with you face-to-face on a daily basis.
C)Thank you for your request.
D)No, I cannot allow you to work from home two days a week.

Question 57

Which of the following is the most effective strategy in a job refusal letter?

A)Use the indirect strategy.
B)Give concrete reasons for not hiring the candidate.
C)Provide as much information as possible.
D)Mention the name of the person who was hired for the position.

Question 58

Capital Management is in a budget crunch and plans to make major layoffs next month. What statement reflects the best option for communicating this crisis to employees?

A)Because the grapevine is so effective, use this tool to get the word out to all employees quickly.
B)Deliver the bad news to employees personally if possible.
C)To be upfront about what is going on, announce the bad news in the first sentence of an e-mail message.
D)Let employees learn about the layoffs in the local newspaper.

Question 59

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

A)e-mail
B)Facebook
C)Twitter
D)memo

Question 60

Which of the following is the most effective statement in a letter to a customer about an order for which the customer has not yet paid?

A)We cannot ship your order until we receive your payment.
B)Your order will be cancelled unless we receive your payment right away.
C)As soon as we receive your payment, we'll ship your order.
D)Your order has been cancelled because we have received no payment.

Question 61

Although I am unable to speak to your class at this time, I sincerely appreciate your invitation effectively positions the bad news by placing it in a subordinate clause.

Question 62

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

Question 63

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

Question 64

We again extend our sincere apologies for shipping your order late is an effective closing for a bad-news message.

Question 65

The bad feelings associated with disappointing news can generally be reduced if the reader is not told the reasons for the rejection.

Question 66

A good technique for de-emphasizing negative news is to place it at the end of a paragraph.

Question 67

Because we value loyal customers like you, we have enclosed a coupon for $20 for your next meal at Kelseys Original Roadhouse is an effective closing statement for a negative-news message.

Question 68

A good way to begin a negative-news letter to a faithful customer is to show appreciation for the reader's business

Question 69

You should never apologize in a negative-news message because doing so admits responsibility.

Question 70

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

Question 71

When you have negative news to deliver, one of your first considerations is how the message will affect its receiver.

Question 72

An important goal when delivering negative-news messages is to maintain friendly relations with the receivers and to regain their confidence.

Question 73

Ethan has already written three letters to a customer whose account is now several months past due. His fourth letter to the customer should use a direct pattern.

Question 74

To be actionable (likely to result in a lawsuit), abusive language must be false.

Question 75

We cannot allow you to return the tablet since you purchased it over 30 days ago effectively uses the passive voice to deliver the bad news.

Question 76

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

Question 77

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

Question 78

Katelyn must turn down a request for a charitable contribution, and she's not sure how her reader will respond. She should, therefore, use the direct strategy for her message.

Question 79

To make sure that it is not overlooked, always state the refusal explicitly in a negative-news message.

Question 80

You cannot be prosecuted for transmitting a harassing or libellous message if you post it to a social networking site such as Facebook or Twitter.