Deck 7: Delivering Bad-News Messages

Question 1

Template letters,as featured by leading word processing software,eliminate the need to compose original documents.

Answer 1

False

Question 2

Communicating constructive criticism about service received can be thought of as an ethical responsibility.

Answer 2

True

Question 3

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

Answer 3

False

Question 4

Offering a counterproposal may eliminate the need to state the refusal directly.

Question 5

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

Question 6

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

Question 7

The best reason to give the receiver for a refusal is "company policy" because it requires no further explanation.

Question 8

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

Question 9

The Fair Credit Reporting Act gives consumers specific rights and protections when they apply for and are denied credit.

Question 10

To minimize disappointment and maintain a positive relationship,the inductive strategy is the best way to organize messages that refuse requests.

Question 11

When communicating negative organizational news,it is advisable to tone down the news to minimize its severity.

Question 12

Providing an alternative or counterproposal to a refusal for a request should be avoided since it would only heighten audience frustration over the bad news.

Question 13

"We apologize for any inconvenience we may have caused you" is a recommended way to close a refusal letter.

Question 14

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

Question 15

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.

Question 16

"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.

Question 17

In some circumstances,sharing bad news via email rather than face-to-face is justified.

Question 18

In some circumstances,placing a refusal in the first sentence is justified.

Question 19

"We apologize for any inconvenience we may have caused you" is an effective way to close a refusal message.

Question 20

In a credit refusal message,your main purpose is to tactfully say "no" since the recipient is a poor credit risk and not a potential customer.

Question 21

An effective counterproposal

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 22

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

A)messages addressing a very small, insignificant matter.
B)memos sent within the company.
C)oral presentations.
D)all of the above

Question 23

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

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 24

Total anonymity in cyberspace would enable people to violate the laws of libel,defamation,and copyright without prosecution.

Question 25

An effective opening for a bad-news message

A)notes the date of the message being answered.
B)expresses gratitude for the time the receiver took to write.
C)provides an immediate answer to the receiver's request.
D)makes a neutral comment related to the main idea.

Question 26

In the Sago mine tragedy,a serious inaccuracy that 12 trapped miners were still alive was widely publicized.Which of the following is the LEAST LIKELY reason for this miscommunication?

A)Reporters and editors got carried away by what seemed to be miraculous news that miners were alive when a survivor was found.
B)Mine rescuers were wearing full-face oxygen masks when they used radios to report their findings.
C)Mine officials met with the distraught families and decided to slowly reveal the devastating news.
D)Newspapers, faced with deadline pressure, did not confirm the news before printing it.

Question 27

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

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 28

A counterproposal

A)is unnecessary if you have stated your refusal tactfully.
B)weakens your refusal by implying that you are not able to enforce your decision.
C)is an alternative to the action requested that helps preserve your future relationship with the receiver.
D)should precede the refusal.

Question 29

Which of the following is NOT recommended within the final sentence of a bad-news message?

A)Tactful restatement of the refusal
B)Sales promotional material
C)Some future aspect of the business relationship
D)An expression of willingness to assist in some other way

Question 30

Which of the following would be the BEST closing sentence in a bad-news message?

A)We understand your disappointment in this decision.
B)Please do not hesitate to contact us again if you have any further questions.
C)To see the video that discusses our two newest investment offers, just phone us at 555-1616 to request your copy.
D)We trust you will continue to rely on Carson products in spite of this present difficult situation.

Question 31

Communication from management during the Sago mine tragedy was handled in a timely and effective manner.

Question 32

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

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 33

What is the correct order for the inductive writing sequence?

A)Buffer, reasons, bad news, counterproposal, and desire to continue the relationship
B)Reasons, neutral idea, bad news, and desire to continue the relationship
C)Bad news, reasons, counterproposal, and desire to continue the relationship
D)Buffer, bad news, reasons, counterproposal, and desire to continue the relationship

Question 34

Greg Komuro often delivers messages to clients in which he must convey negative ideas.Which of the following techniques could Greg use to subordinate bad news?

A)Passive voice and abstract nouns as the subjects of sentences
B)Passive voice and the placement of the negative message in an independent clause
C)Active voice and positive language
D)Active voice and placement of the negative message in the dependent clause

Question 35

The governor of West Virginia during the Sago mine tragedy told Sago managers and inspectors to share all the factual information,good or bad.

Question 36

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

A)receiver will be prepared for the reasoning that follows.
B)receiver's urge to counter argue will be minimized.
C)receiver's reaction is likely to be defensive.
D)receiver will withhold judgment until he or she has finished reading.

Question 37

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

Question 38

Which of the following is the BEST suggestion to follow when refusing a request?

A)Use the inductive approach.
B)Provide a vague reason to minimize the receiver's disappointment.
C)Use the direct approach.
D)Follow the bad news with adequate reasons.

Question 39

Which of the following are FALSE when writing bad-news messages?

A)The writer should focus on the good rather than the bad.
B)The writer should present the negative ideas in positive terms when possible.
C)The writer should state what can be done rather than what cannot be done.
D)The writer should state the bad news early and reinforce it throughout the message.

Question 40

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

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 41

Delnisha,a customer service representative for the manufacturer of Marathon brand faucets,receives a large order from a small contractor.Which of the following is the BEST way for Delnisha to begin a message saying the company does not sell directly to end users?

A)This letter informs you that we unfortunately do not sell faucets directly to contractors.
B)I have referred your order to a distributor near you.
C)Thank you very much for your order.Unfortunately, we will not be able to fill it.
D)Our patenting coating process makes Marathon faucets the contractor's choice.

Question 42

To avoid litigation,some credit-granting companies

A)choose not to respond to customer requests for credit.
B)choose to omit from their letters the explanation for credit denial.
C)make the name and address of the credit bureau inaccessible to the consumer.
D)refuse credit by phone rather than in writing.

Question 43

Which of the following is NOT required by the Fair Credit Reporting Act for a credit bureau that supplies information to companies that grant credit?

A)The credit bureau must, upon request, supply a free credit report to consumers who have been denied credit.
B)A credit bureau must investigate consumer credit information that the consumer deems to be inaccurate.
C)If requested by the consumer, the credit bureau must avoid sending credit information about the consumer for unsolicited credit and insurance offers.
D)All of the above are required.

Question 44

Several methods exist for people to protect their anonymity in cyperspace.Which one is NOT a method for this protection?

A)Anonymous remailers
B)Pseudonymity
C)Anonymity website
D)User ID number

Question 45

List and explain three stylistic aspects of writing a bad-news statement.

Question 46

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?

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 47

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.

Question 48

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

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 49

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

Question 50

Which of the following is NOT an effective strategy for companies that want to provide strong internal communication?

A)Promote open exchange of honest, candid communication.
B)Use a variety of communication channels to encourage two-way communication.
C)Limit the questions employees may ask management.
D)Keep employees informed of both good and bad news.

Question 51

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

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 52

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?

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.

Question 53

Which of the following is the BEST advice for using template documents that are available with word processing software?

A)Avoid their use altogether; they are worthless.
B)Recognize their shortcomings, and use them cautiously.
C)Use the deductive templates, but ignore the inductive and persuasive ones.
D)Use them with confidence, as they were developed by experts.

Question 54

Which of the following is FALSE concerning the communication of negative news within an organization?

A)Employee morale, like customer goodwill, is fragile and easily damaged.
B)Sensitive handling of bad news related to the organization can help build unity and trust.
C)Delivering bad news as soon as possible minimizes damage resulting from rumors and shows respect for employees.
D)The most effective approach is to use one strong communication method for communicating with employees.

Question 55

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?

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.

Question 56

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

A)identifying who made the error.
B)offering input that could benefit many.
C)getting even for the mistake that was made.
D)none of the above.

Question 57

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

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

Question 58

Which of the following is NOT an advisable guideline for organizations that want to develop an effective crisis communication plan?

A)Control the flow of information from the command center.
B)Designate at least two official spokespersons.
C)Post immediate communication and responses on the corporate website.
D)Convey factual information regardless of how negative the news.

Question 59

Although communicating negative organizational news can be challenging,such messages can have a positive effect in

A)showing management's display of respect for employees.
B)providing an opportunity for management to build unity and trust.
C)allowing employees to pose questions to management.
D)All of the above.

Question 60

Melody is responding negatively to a request for a claim.Which of the following would she NOT do in composing her message to the customer?

A)Begin the message with a neutral, dependent clause, followed by a statement implying the refusal.
B)Include sales promotional and resale material in the last paragraph.
C)Offer an alternative service as a gesture of goodwill.
D)Present the reasoning behind her decision without using emotional wording.

Question 61

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 loose your job."

Question 62

Company Downsizing
You are the president of Technik Inc.Global competition and reduced market share has sent profits on a downward spiral which will result in employee layoffs.Nearly 10 percent of the employees will be laid off,effective in one week.They will receive two weeks severance pay,accrued sick leave pay,and career consulting from the human resources department.Write an interoffice memorandum announcing this negative organization news.

Question 63

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?

Question 64

You recently hired a catering service for an important awards 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?

Question 65

An Internet user may at times want to conduct transactions anonymously.List and explain three methods for preserving your anonymity in cyberspace.

Question 66

Conference Hotel Changes
You manage a large hotel that is used by organizations and businesses for meetings and conferences.A recent storm has damaged part of your hotel which means that you have fewer rooms available for meetings.You now have nearly 20 percent fewer guest rooms for conference participants and four less meeting rooms for smaller sessions.You estimate that room repairs will take nearly a month,but the Association of Intercultural Studies is scheduled to arrive for a three-day conference in two weeks and has booked all rooms.Now there are not enough rooms for the conference.
Required:
As manager of the hotel,write a letter to the meeting manager for the association.Tell the manager the bad news regarding the damage to the rooms and provide an alternative of using rooms at a nearby hotel.