Question 1

To avoid charges of discrimination or wrongful actions,legal advisors urge organizations to keep employment rejection letters general,simple,and ________.

Accepted Answer

The answer of To avoid charges of discrimination or wrongful...

Question 2

Several techniques can be used to close a bad-news message positively.List four of these techniques and give an original example of each.

Accepted Answer

Student answers will vary but should inc...

Question 3

The following statement represents the most effective approach in offering an alternative: Although we do have a one-bedroom apartment available,we don't have the two-bedroom apartment that you requested.

Accepted Answer

A) True 
 B)False

Question 4

When organizations are involved in a crisis such as serious financial problems or public controversy,they should share the news with the public before informing employees.

Accepted Answer

A) True 
 B)False

Question 5

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 6

A ________ is a neutral or positive opening that reduces shock or pain and does not reveal the negative news.

Accepted Answer

The answer of A ________ is a neutral or positive...

Question 7

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

Accepted Answer

A) True 
 B)False

Question 8

________ is the ability to understand and enter into the feelings of another and is important to convey in negative messages.

Accepted Answer

A)  Sympathy
B)  Empathy
C)  Regret
D)  Rapport

Question 9

The key to ethical communication lies in ________.

Accepted Answer

A)  the tone of the message
B)  ​the organization of the message
C)  the predisposition of the receiver
D)  the motives of the sender

Question 10

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

Accepted Answer

A)  E-mail
B)  Webcast
C)  Blogs
D)  Any of these tools would be acceptable.

Question 11

One useful technique for reducing the pain associated with a negative-news message is to place the refusal in a(n)________ clause.

Accepted Answer

The answer of One useful technique for reducing the pain...

Question 12

Giving unhappy customers a chance to cool down is important,so companies should wait at least 72 hours to respond to a complaint.

Accepted Answer

A) True 
 B)False

Question 13

Following up on bad news in writing is important to _________.

Accepted Answer

A)  promote good relations
B)  formally confirm follow-up procedures
C)  establish a record of the incident
D)  achieve all of these purposes

Question 14

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.

Accepted Answer

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

Question 15

Which of the following sentences most effectively implies the refusal?

Accepted Answer

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 16

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?

Accepted Answer

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 17

Without a sound explanation of the __________ for denying a request,refusing a claim,or revealing other bad news,a message will fail,no matter how cleverly it is organized or written.

Accepted Answer

The answer of Without a sound explanation of the __________...

Question 18

Goals in communicating negative news should include helping the receiver understand the news,showing your desire to continue pleasant relations with the receiver,and ________.

Accepted Answer

A)  buffering the negative news in all situations
B)  ceasing communication with the receiver
C)  hiding the real reason for the negative news
D)  maintaining a professional and positive image of you and your corporation

Question 19

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?

Accepted Answer

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 20

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

Accepted Answer

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.

Exam 9: Negative Messages

Which of the following sentences most effectively implies the refusal?

Correct AnswerverifiedShow Answer

The following statement represents the most effective approach in offering an alternative: Although we do have a one-bedroom apartment available,we don't have the two-bedroom apartment that you requested.

Correct AnswerverifiedShow Answer

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?

Correct AnswerverifiedShow Answer

Giving unhappy customers a chance to cool down is important,so companies should wait at least 72 hours to respond to a complaint.

Correct AnswerverifiedShow Answer

To avoid charges of discrimination or wrongful actions,legal advisors urge organizations to keep employment rejection letters general,simple,and ________.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

Several techniques can be used to close a bad-news message positively.List four of these techniques and give an original example of each.

Correct AnswerverifiedStudent answers will vary but should inc...View AnswerShow Answer

When organizations are involved in a crisis such as serious financial problems or public controversy,they should share the news with the public before informing employees.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The key to ethical communication lies in ________.

Correct AnswerverifiedShow Answer

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?

Correct AnswerverifiedShow Answer

A ________ is a neutral or positive opening that reduces shock or pain and does not reveal the negative news.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Goals in communicating negative news should include helping the receiver understand the news,showing your desire to continue pleasant relations with the receiver,and ________.

Correct AnswerverifiedShow Answer

Without a sound explanation of the __________ for denying a request,refusing a claim,or revealing other bad news,a message will fail,no matter how cleverly it is organized or written.

Correct AnswerverifiedShow Answer

Following up on bad news in writing is important to _________.

Correct AnswerverifiedShow Answer

________ is the ability to understand and enter into the feelings of another and is important to convey in negative messages.

Correct AnswerverifiedShow Answer

One useful technique for reducing the pain associated with a negative-news message is to place the refusal in a(n)________ clause.

Correct AnswerverifiedShow Answer

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Student answers will vary but should inc...
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