Question 1

The ability to understand and enter into the feelings of another is called

Accepted Answer

A)  audience demographics. 
B)  sympathy. 
C)  empathy. 
D)  buffering.

Question 2

Which of the following best presents the bad news in a message refusing a customer's claim?

Accepted Answer

A)  We are sorry that we cannot give you a full refund for your DVD player. 
B)  Because you damaged the DVD player by trying to repair it yourself, we are unable to give you a full refund. 
C)  The damage to your DVD player is not covered by the warranty, as explained in the enclosed copy of the warranty that came with your DVD player. 
D)  Although a full refund cannot be issued, we would be happy to repair your DVD player for a nominal fee.

Question 3

Maya has decided to apologize briefly in the buffer of her bad-news message to a client. Which of the following is the best apology?

Accepted Answer

A)  We know that you rely on your espresso machine to function properly. 
B)  We apologize for any inconvenience this may have caused. 
C)  We sincerely apologize for the problems you experienced with your espresso machine. To prevent recurrence of this problem, we will recalibrate the heating element at no charge to you. 
D)  It is unfortunate that you are unhappy with your espresso machine.

Question 4

Written messages to customers are important because such messages establish a record of the problem.

Accepted Answer

A) True 
 B)False

Question 5

Whether to use a direct or an indirect strategy in delivering bad news to employees depends primarily on the anticipated reaction of the receiver.

Accepted Answer

A) True 
 B)False

Question 6

Human Resource Specialist Julie Woodard must inform employees of a major reduction in health care benefits. When delivering this announcement, she should apply all the following techniques except

Accepted Answer

A)  let the employees find out through the office grapevine. 
B)  inform the employees promptly. 
C)  deliver the news personally, if possible. 
D)  be honest.

Question 7

Matt must send a refusal letter to Ryan, who recently interviewed for a job. Which of the following will be the best closing?

Accepted Answer

A)  If you have any questions, Ryan, please do not hesitate to call me. 
B)  If you had the required five years' experience in social work, we could have included you in the final slate of candidates. 
C)  Again, Ryan, we truly regret being unable to offer you this position. 
D)  We wish you all the best in your job search.

Question 8

When you show that the decision for negative news was made fairly, impartially, and rationally, receivers are far more likely to accept the negative news.

Accepted Answer

A) True 
 B)False

Question 9

The primary difference between ethical and unethical communicators is that unethical communicators

Accepted Answer

A)  intend to deceive. 
B)  use only the indirect strategy regardless of the audience, purpose, or topic. 
C)  use only the direct strategy regardless of the audience, purpose, or topic. 
D)  omit the buffer from their bad-news messages.

Question 10

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

Accepted Answer

A) True 
 B)False

Question 11

The buffer in a bad-news message to employees should

Accepted Answer

A)  explain the organization's side of the story. 
B)  mention reader benefits related to the reasons for the denial. 
C)  provide information about an alternative if one exists. 
D)  be a neutral or positive statement that transitions to the reasons for the bad news.

Question 12

Using the following statement in an explanation of the reasons for the bad news could help the receiver to accept the message: Although we would like to consider installing the heating system you have offered, we are seeking a more energy-efficient, environmentally friendly unit.

Accepted Answer

A) True 
 B)False

Question 13

To write an effective, calming bad-news message to an unhappy customer, you may need to include a misleading statement or slightly deceptive claim.

Accepted Answer

A) True 
 B)False

Question 14

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 15

Taylor must send a bad-news message to a client and indicate to her that he will be unable to meet a delivery deadline. What should Taylor do first?

Accepted Answer

A)  Select a soothing color of stationery for the message. 
B)  Gather information about his reasons for not meeting the deadline. 
C)  Write the opening of his message. 
D)  Analyze the bad news to see how it will affect his reader.

Question 16

Although a reasons-first approach and tactful tone preserve friendly relations with customers, these techniques are not useful for bad-news messages inside an organization.

Accepted Answer

A) True 
 B)False

Question 17

If you are uncertain how the receiver will respond, use the indirect strategy to refuse requests and claims.

Accepted Answer

A) True 
 B)False

Question 18

The most important part of any bad-news message is the ____________________ that explain or justify the bad news.

Accepted Answer

The answer of The most important part of any bad-news...

Question 19

In order to convey empathy and sensitivity for your receiver, you should always accept blame and apologize for the bad news.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following sentences to employees best explains the reasons for a reduction in a company workforce?

Accepted Answer

A)  Although we would like to retain our current workforce, we have no choice but to reduce the number of employees. 
B)  We did everything possible to prevent this from happening. 
C)  The decision cannot be changed. 
D)  Because of a decrease in sales, the number of employees will need to be reduced, which we know will affect all of you.

Exam 7: Negative Messages

The ability to understand and enter into the feelings of another is called

Which of the following best presents the bad news in a message refusing a customer's claim?

Maya has decided to apologize briefly in the buffer of her bad-news message to a client. Which of the following is the best apology?

Written messages to customers are important because such messages establish a record of the problem.

Whether to use a direct or an indirect strategy in delivering bad news to employees depends primarily on the anticipated reaction of the receiver.

Human Resource Specialist Julie Woodard must inform employees of a major reduction in health care benefits. When delivering this announcement, she should apply all the following techniques except

Matt must send a refusal letter to Ryan, who recently interviewed for a job. Which of the following will be the best closing?

When you show that the decision for negative news was made fairly, impartially, and rationally, receivers are far more likely to accept the negative news.

The primary difference between ethical and unethical communicators is that unethical communicators

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

The buffer in a bad-news message to employees should

Using the following statement in an explanation of the reasons for the bad news could help the receiver to accept the message: Although we would like to consider installing the heating system you have offered, we are seeking a more energy-efficient, environmentally friendly unit.

To write an effective, calming bad-news message to an unhappy customer, you may need to include a misleading statement or slightly deceptive claim.

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

Taylor must send a bad-news message to a client and indicate to her that he will be unable to meet a delivery deadline. What should Taylor do first?

Although a reasons-first approach and tactful tone preserve friendly relations with customers, these techniques are not useful for bad-news messages inside an organization.

If you are uncertain how the receiver will respond, use the indirect strategy to refuse requests and claims.

The most important part of any bad-news message is the ____________________ that explain or justify the bad news.

In order to convey empathy and sensitivity for your receiver, you should always accept blame and apologize for the bad news.

Which of the following sentences to employees best explains the reasons for a reduction in a company workforce?