Question 1

Using the indirect strategy to prepare the reader in a bad-news message

Accepted Answer

A) shows insensitivity to your reader. 
B) allows you to confuse or distract the reader. 
C) helps you keep the reader's attention until you can explain the reasons for the bad news. 
D) demonstrates your ability to vary your strategies.

Question 2

Corbin must inform employees that overtime pay will be reduced from the current 2.0 factor to a 1.5 factor. Because he anticipates a hostile reaction, which of the following sequences should Corbin use for the parts of his message?

Accepted Answer

A) Bad news, explanation, reasons, and closing 
B) Bad news, reasons, buffer, and closing 
C) Buffer, reasons, bad news, and closing 
D) Buffer, explanation, reasons, and closing

Question 3

If you have any further questions, please do not hesitate to call me is a professional way to close a refusal message.

Accepted Answer

A) True 
 B)False

Question 4

The desire to avoid mentioning the negative news is an appropriate reason for using the indirect strategy.

Accepted Answer

A) True 
 B)False

Question 5

When irate customers sound threatening and overstate their claims, you will have the most success in getting them to accept your explanations if you make your tone match theirs.

Accepted Answer

A) True 
 B)False

Question 6

The bad feelings associated with disappointing news can be reduced if the receiver feels that the news was revealed sensitively, believes that the matter was treated seriously and fairly, and

Accepted Answer

A) knows the reasons for the rejection clearly. 
B) learns of the bad news directly. 
C) understands the legal implications of the bad news. 
D) receives the bad news via certified mail.

Question 7

The closing of a bad-news message may do all of the following except

Accepted Answer

A) anticipate future relations or business. 
B) reference resale or promotional information. 
C) include coupons, samples, or gifts. 
D) restate the bad news.

Question 8

Smart managers deliver bad news to employees promptly and honestly because receiving bad news via the grapevine can seriously damage workplace morale.

Accepted Answer

A) True 
 B)False

Question 9

When writers must convey bad news, they must carefully consider all of the following except the

Accepted Answer

A) purpose. 
B) context. 
C) audience. 
D) total number of words they use.

Question 10

A bad-news message using the indirect strategy begins with a ____________________, which is a neutral but meaningful statement that encourages the reader to continue reading.

Accepted Answer

The answer of A bad-news message using the indirect strategy...

Question 11

It is acceptable to place blame on the customer in denying a claim to protect the company from liability.

Accepted Answer

A) True 
 B)False

Question 12

All of the following are effective techniques for softening bad news except

Accepted Answer

A) suggesting a compromise or an alternative. 
B) positioning the bad news at the beginning or end of a paragraph. 
C) placing the bad news in a subordinate clause. 
D) using passive-voice verbs.

Question 13

Opening a bad-news message with Thank you for your message  is considered an effective buffering strategy.

Accepted Answer

A) True 
 B)False

Question 14

The buffer in a bad-news message should

Accepted Answer

A) hint that good news will follow. 
B) be completely unrelated to the bad news so that receivers will not know that bad news is coming. 
C) contain information that encourages the receiver to continue reading. 
D) deny the requested action.

Question 15

If you are worried that the indirect strategy seems manipulative, you should use the direct strategy to break the bad news bluntly even though the direct strategy may cause hard feelings and pain.

Accepted Answer

A) True 
 B)False

Question 16

The key to ethical communication lies in the motives of the sender.

Accepted Answer

A) True 
 B)False

Question 17

When workplace bad news involves one person or a small group nearby, you should generally deliver that news in person.

Accepted Answer

A) True 
 B)False

Question 18

The most important part of a bad-news message is the section that explains why a negative decision is necessary.

Accepted Answer

A) True 
 B)False

Question 19

____________________ is the ability to understand and enter into the feelings of another.

Accepted Answer

The answer of ____________________ is the ability to understand and...

Question 20

Smart business representatives always avoid calling an unhappy customer to resolve problems.

Accepted Answer

A) True 
 B)False

Exam 7: Negative Messages

Using the indirect strategy to prepare the reader in a bad-news message

Corbin must inform employees that overtime pay will be reduced from the current 2.0 factor to a 1.5 factor. Because he anticipates a hostile reaction, which of the following sequences should Corbin use for the parts of his message?

If you have any further questions, please do not hesitate to call me is a professional way to close a refusal message.

The desire to avoid mentioning the negative news is an appropriate reason for using the indirect strategy.

When irate customers sound threatening and overstate their claims, you will have the most success in getting them to accept your explanations if you make your tone match theirs.

The bad feelings associated with disappointing news can be reduced if the receiver feels that the news was revealed sensitively, believes that the matter was treated seriously and fairly, and

The closing of a bad-news message may do all of the following except

Smart managers deliver bad news to employees promptly and honestly because receiving bad news via the grapevine can seriously damage workplace morale.

When writers must convey bad news, they must carefully consider all of the following except the

A bad-news message using the indirect strategy begins with a ____________________, which is a neutral but meaningful statement that encourages the reader to continue reading.

It is acceptable to place blame on the customer in denying a claim to protect the company from liability.

All of the following are effective techniques for softening bad news except

Opening a bad-news message with Thank you for your message is considered an effective buffering strategy.

The buffer in a bad-news message should

If you are worried that the indirect strategy seems manipulative, you should use the direct strategy to break the bad news bluntly even though the direct strategy may cause hard feelings and pain.

The key to ethical communication lies in the motives of the sender.

When workplace bad news involves one person or a small group nearby, you should generally deliver that news in person.

The most important part of a bad-news message is the section that explains why a negative decision is necessary.

____________________ is the ability to understand and enter into the feelings of another.

Smart business representatives always avoid calling an unhappy customer to resolve problems.