Deck 9: Negative Messages

Question 1

Katie makes an abusive statement about David. This language will be actionable if 

A)Katie's statements are true.
B)Katie's sends the message by e-mail to two other employees in the department.
C)Katie's statements are damaging to David's reputation.
D)all of these are true.

Answer 1

D

Question 2

The purpose of a buffer statement in a negative message is to 

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

Answer 2

B

Question 3

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

A)Always 
B)When the bad news is personally upsetting 
C)When the receiver may overlook the bad news 
D)When the bad news is expected

Answer 3

B

Question 4

Timothy 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)Check his wording to make sure that he is concise without sounding brusque 
B)Make sure that the tone of the message is friendly and respectful.
C)Ensure that he has delivered the bad news clearly but professionally.
D)He should do all of these.

Question 5

What is the most accurate statement about keeping the indirect strategy ethical? 

A)The indirect organizational strategy is unethical and manipulative because the writer deliberately delays the main idea.
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)By delaying bad news, you soften the blow somewhat, as well as ensure that your reasoning will be read while the receiver is still receptive.

Question 6

Which of the following is the best advice during Phase 1 of the writing process when 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 indirect method.
C)Delivering negative news in a letter on company stationery will be more impressive than in an e-mail.
D)All of these choices.

Question 7

Chuck 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 Chuck 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 8

What is the most accurate statement about negative workplace messages? 

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)All of these choices are accurate.

Question 9

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 10

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 11

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)By trying to make herself look good, 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.

Question 12

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.

Question 13

Select the most accurate statement.

A)An employee's words, decisions, and opinions are assumed to represent those of the organization.
B)If you want to communicate your personal feelings or opinions, use company letterhead to give yourself more credibility.
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 14

In a recommendation letter, Nathan falsely accuses former employee Jacqueline of treating her supervisor disrespectfully. This action is considered to be 

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

Question 15

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 16

The bad feelings associated with disappointing news can generally be reduced if the receiver 

A)believes that the matter was treated seriously and fairly.
B)feels the news was revealed sensitively.
C)knows the reasons for the rejection.
D)All of these choices.

Question 17

The major differences between the direct and indirect strategies are whether you start with a buffer and 

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

Question 18

Shannon was angry about something that happened at work and called her boss a "fraudster" and a "criminal" on her personal Facebook page. What has Shannon 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 19

Wesley 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 20

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)Write the rough draft of her message.
B)Select an appropriate color of stationery that will be calming to the reader.
C)Analyze the bad news to determine how it will affect the reader.
D)Gather information and brainstorm ways to present the reasons for the bad news.

Question 21

Select 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

What 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 23

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 24

The most effective statement in a bad-news letter declining an invitation to speak to a professional organization would be 

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 25

Following up on bad-news in writing is important to 

A)promote good relations.
B)formally confirm follow-up procedures.
C)establish a record of the incident.
D)Following up on bad news in writing is important for all these purposes.

Question 26

Select 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 fund-raiser at this time.

Question 27

The best placement for a statement of bad news in a message is 

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 28

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 29

What 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 30

A customer has posted a negative comment on your company's Facebook about her dissatisfaction with the customer service she received. What should you do? 

A)Delete the comment immediately before too many people see it.
B)File a lawsuit against the customer for libel.
C)Reply to the customer's post within 24 hours.
D)Ignore the comment.

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

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

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 33

You are opening a new restaurant and realize that customers might post reviews online. What should you do? 

A)Recognize social networks as an important communication channel.
B)Try to monitor comments.
C)Use social media sites to interact with customers.
D)You should do all of these.

Question 34

What 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 35

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 36

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 37

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 38

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 39

The most important part of a bad-news letter is 

A)a good buffer that starts the letter positively.
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

You're not sure how your reader will react to the bad news you will be delivering. What 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 41

Which 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 42

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

A)Prove that all his competitors are raising prices too.
B)Explain the reasons and hook the increase to benefits.
C)Apologize to his customers.
D)Promise a rate decrease in the future when the economy improves.

Question 43

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

A)E-mail 
B)Webcast 
C)Blogs 
D)Any of these digital communication tools is acceptable for delivering bad news to employees.

Question 44

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

A)I have in my hand 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 45

Capital Management is in a budget crunch and plans to make major layoffs next month. What is the best advice 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 46

The _______________________and Equal Credit Opportunity Act state that consumers who are denied loans must receive a notice of "adverse action" from the business explaining. the decision 

A)PATRIOT Act 
B)Class Action Fairness Act 
C)Fair Credit Reporting Act 
D)Sarbanes-Oxley Act

Question 47

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

A)Practice what she will say during the meeting.
B)Call each staff member to give them fair warning that bad news is coming.
C)Gather all relevant information.
D)Hire a body guard.

Question 48

Which of the following statements is most accurate? 

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 49

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 50

What statement 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 51

Deborah must deny a request made by one of her employees. The most effective statement in a bad-news message denying this request would be 

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 52

What is the best advice for writing a letter that turns down a customer's claim? 

A)Consider offering resale information to build the customer's confidence in your products or organization.
B)To avoid taking responsibility, be sure to make it clear that the customer is at fault.
C)Use strong emotional, subjective language to show the customer how much you care.
D)All of these choices.

Question 53

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

A)as specific as possible.
B)written using the direct strategy.
C)general, simple, and short.
D)form letters.

Question 54

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 55

Most job refusal letters 

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 56

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

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 and responsible person, we would be able to grant you credit.
D)Please take your business elsewhere.

Question 57

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

A)Nothing. The media may never find 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)Disappear and hide out in a foreign country.

Question 58

Which 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 canceled unless we receive your payment right away.
C)As soon as we receive your payment, we'll ship your order.
D)What are you, a deadbeat?

Question 59

Select 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 60

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

A)Gerald should prepare and rehearse what he will say.
B)Gerald should go alone to the meeting with the employee so that no one else knows about the episode.
C)Gerald should meet with the employee on a Friday afternoon so that they can both go home right after.
D)Gerald should do all of these.

Question 61

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

Question 62

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

Question 63

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

Question 64

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

Question 65

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

Question 66

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

Question 67

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

Question 68

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 69

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

Question 70

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

Question 71

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

Question 72

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

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

Question 75

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

Question 76

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

Question 77

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

Question 78

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

Question 79

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

Question 80

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