Question 1

In denial messages you must establish the proper tone and use you statements such as You would have known that cash refunds are not available if you had read the receipt.

Accepted Answer

A) True 
 B)False

Question 2

You should never include resale or sales promotion material in a negative-news message.

Accepted Answer

A) True 
 B)False

Question 3

The indirect strategy works best when the bad news is personally upsetting, when the news will prompt a hostile reaction, and when

Accepted Answer

A)   the message arrives unexpectedly.
B)   firmness is necessary.
C)   the receiver may overlook the bad news.
D)   the bad news is not damaging.

Question 4

The buffer in a bad-news message is a

Accepted Answer

A)   hint that good news will follow.
B)   statement completely unrelated to the bad news so that receivers will not know that bad news is coming.
C)   statement that reduces shock or pain and encourages the receiver to continue reading.
D)   denial of the requested action.

Question 5

Personally delivering bad news is sometimes recommended, but written messages are important to establish a record of the incident, to formally confirm follow-up procedures, and

Accepted Answer

A)   to promote good relations.
B)   to denote your leadership rank.
C)   to persuade the receiver to follow your recommendations.
D)   to allow you to identify your organization and position.

Question 6

Your buffer in a bad-news message to employees could be a compliment, appreciation, or solid facts.

Accepted Answer

A) True 
 B)False

Question 7

If your receiver might overlook the bad news, it is appropriate to use the direct strategy.

Accepted Answer

A) True 
 B)False

Question 8

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 9

Using a(n) ____________________-voice verb enables you to depersonalize an action and cushion the bad news.

Accepted Answer

The answer of Using a(n) ____________________-voice verb enables you to...

Question 10

Which of the following statements about the ethics of delivering bad news is most accurate?

Accepted Answer

A)   Delaying the bad news in a message is manipulative.
B)   The indirect strategy is unethical only if the writer intends to deceive the reader.
C)   Using the indirect strategy is a way to hide the bad news from the reader.
D)   Delivering bad news is a fact of life; consequently, you need not worry about ethics.

Question 11

All of the following are helpful tips to deliver a bad-news message personally in the workplace except

Accepted Answer

A)   consider taking a partner if you fear a "shoot the messenger" reaction.
B)   focus on the future and avoid discussing the past or the present.
C)   think about timing and do not deliver bad news on a Friday afternoon.
D)   prepare and rehearse; outline what you plan to say.

Question 12

When irate customers sound threatening and overstate their claims, as a business representative, you should respond by indicating that the customer and his or her claim are irrational.

Accepted Answer

A) True 
 B)False

Question 13

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 14

You must announce to customers that your restaurant will no longer be open on Sundays. Which of the following uses passive-voice verbs to deliver the bad news?

Accepted Answer

A)   We closed our restaurant on Sundays beginning last month.
B)   Because few customers dine with us on Sundays, we decided to close our restaurant on this weekday.
C)   Beginning last month, our restaurant was closed on Sundays.
D)   Management decided that it must close our restaurant on Sundays.

Question 15

When you must refuse typical requests, you will first think about how the receiver will react to your refusal and decide

Accepted Answer

A)   whom or what to blame.
B)   where and how to apologize.
C)   how to invite further correspondence.
D)   whether to use the direct or the indirect strategy.

Question 16

A communicator who intends to deceive when writing a bad-news message is displaying ____________________ behavior.

Accepted Answer

The answer of A communicator who intends to deceive when...

Question 17

Company policy prevents us from exchanging your defective wireless router more than 30 days after you purchased it is an example of an effective explanation.

Accepted Answer

A) True 
 B)False

Question 18

Although businesses prefer to deliver bad news to employees personally, when bad news must be given to large groups of employees, businesses are most likely to use which of the following?

Accepted Answer

A)   Newspaper advertisements
B)   Hard-copy memos
C)   Tweets
D)   Wikis

Question 19

When the bad news is insignificant and does not personally affect the receiver, you should use the ____________________ strategy to organize your negative news.

Accepted Answer

The answer of When the bad news is insignificant and...

Question 20

Your employer may ask you to respond to customer complaints appearing on Twitter, Facebook, or complaint websites.

Accepted Answer

A) True 
 B)False

Exam 7: Negative Messages

Your buffer in a bad-news message to employees could be a compliment, appreciation, or solid facts.

Correct AnswerverifiedShow Answer

Company policy prevents us from exchanging your defective wireless router more than 30 days after you purchased it is an example of an effective explanation.

Correct AnswerverifiedShow Answer

A communicator who intends to deceive when writing a bad-news message is displaying ____________________ behavior.

Correct AnswerverifiedShow Answer

When you must refuse typical requests, you will first think about how the receiver will react to your refusal and decide

Correct AnswerverifiedShow Answer

The buffer in a bad-news message is a

Correct AnswerverifiedShow Answer

Personally delivering bad news is sometimes recommended, but written messages are important to establish a record of the incident, to formally confirm follow-up procedures, and

Correct AnswerverifiedShow Answer

In denial messages you must establish the proper tone and use you statements such as You would have known that cash refunds are not available if you had read the receipt.

Correct AnswerverifiedShow Answer

If your receiver might overlook the bad news, it is appropriate to use the direct strategy.

Correct AnswerverifiedShow Answer

You must announce to customers that your restaurant will no longer be open on Sundays. Which of the following uses passive-voice verbs to deliver the bad news?

Correct AnswerverifiedShow Answer

Using a(n) ____________________-voice verb enables you to depersonalize an action and cushion the bad news.

Correct AnswerverifiedShow Answer

Which of the following statements about the ethics of delivering bad news is most accurate?

Correct AnswerverifiedShow Answer

All of the following are helpful tips to deliver a bad-news message personally in the workplace except

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Your employer may ask you to respond to customer complaints appearing on Twitter, Facebook, or complaint websites.

Correct AnswerverifiedShow Answer

The indirect strategy works best when the bad news is personally upsetting, when the news will prompt a hostile reaction, and when

Correct AnswerverifiedShow Answer

Although businesses prefer to deliver bad news to employees personally, when bad news must be given to large groups of employees, businesses are most likely to use which of the following?

Correct AnswerverifiedShow Answer

When the bad news is insignificant and does not personally affect the receiver, you should use the ____________________ strategy to organize your negative news.

Correct AnswerverifiedShow Answer

You should never include resale or sales promotion material in a negative-news message.

Correct AnswerverifiedShow Answer

When irate customers sound threatening and overstate their claims, as a business representative, you should respond by indicating that the customer and his or her claim are irrational.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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