Question 1

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

Accepted Answer

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 2

Rate increases and price hikes should always be communicated in a written letter, and never announced online.

Accepted Answer

A) True 
 B)False

Question 3

List three situations when the direct organizational pattern can effectively be used to deliver negative bad news; then give an original workplace example of each.

Accepted Answer

The answer of List three situations when the direct organizational...

Question 4

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

Accepted Answer

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

Question 5

When you must turn down a job applicant, you can reduce the receiver's disappointment somewhat by using the ___________ organizational strategy.

Accepted Answer

The answer of When you must turn down a job...

Question 6

Select the best sentence to include in the closing paragraph of a bad-news letter that turns down a job applicant.

Accepted Answer

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 7

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?

Accepted Answer

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 8

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

Accepted Answer

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 9

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

Accepted Answer

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 10

What is the best advice for delivering the bad news?

Accepted Answer

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 11

When denying a claim, use a statement such as If you had read the instruction booklet that came with the air conditioner, you would have known to change the filter every three months to let the customer know why the claim must be refused.

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

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 13

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

Accepted Answer

A) True 
 B)False

Question 14

Most job refusal letters

Accepted Answer

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 15

When abusive language is spoken, it's called ____________________.

Accepted Answer

The answer of When abusive language is spoken, it's called...

Question 16

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.

Accepted Answer

A) True 
 B)False

Question 17

When communicating bad news, business communicators have five important goals. List and explain four of these goals.

Accepted Answer

The answer of When communicating bad news, business communicators have...

Question 18

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

Accepted Answer

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 19

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.

Accepted Answer

A) True 
 B)False

Question 20

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?

Accepted Answer

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.

Exam 9: Negative Messages

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

Rate increases and price hikes should always be communicated in a written letter, and never announced online.

List three situations when the direct organizational pattern can effectively be used to deliver negative bad news; then give an original workplace example of each.

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

When you must turn down a job applicant, you can reduce the receiver's disappointment somewhat by using the ___________ organizational strategy.

Select the best sentence to include in the closing paragraph of a bad-news letter that turns down a job applicant.

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?

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

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

What is the best advice for delivering the bad news?

When denying a claim, use a statement such as If you had read the instruction booklet that came with the air conditioner, you would have known to change the filter every three months to let the customer know why the claim must be refused.

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

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

Most job refusal letters

When abusive language is spoken, it's called ____________________.

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.

When communicating bad news, business communicators have five important goals. List and explain four of these goals.

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

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.

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?