Deck 9: Planning the Report and Managing Data

Question 1

Keep your language concise, short, objective, and to the point when sending bad news. This helps with accuracy.

Answer 1

True

Question 2

If you don't know your reader, you should consider using the indirect plan rather than the direct plan to organize your bad-news message.

Answer 2

True

Question 3

When writing a bad-news message, one of your goals is to keep the reader's goodwill.

Answer 3

True

Question 4

Discussing how the refusal or rejection benefits the reader or someone other than your organization makes a bad-news message sound selfish.

Question 5

Bad-new messages require careful planning.

Question 6

The first thing you must know before giving bad news is how your audience will react.

Question 7

Always tell the bad news in the first paragraph.

Question 8

In the body of a bad-news message, focus on objective reasoning for the refusal.

Question 9

You should consider using a buffer statement when writing a message that rejects a proposal from an employee.

Question 10

Direct messages are not necessarily shorter that indirect messages.

Question 11

If you write a bad-news letter instead of making a phone call, you have more control over the wording, sequence of ideas, and pacing of your points.

Question 12

Your objective is to convey the bad news and retain the reader's goodwill.

Question 13

You should always use the indirect pattern when writing a bad-news message.

Question 14

Typically, focus on the refusal rather than on the reasons for the refusal.

Question 15

Consider using a buffer when writing a bad-news message to customers, employees, and readers you don't know.

Question 16

Research indicates that delivering corporate bad news by email rather than in person helps ensure a more accurate message.

Question 17

The indirect plan for a bad-news message emphasizes the reasons rather than the bad news itself.

Question 18

A buffer should show appreciation and be interesting so that it motivates the reader to continue reading.

Question 19

Although it will not change the bad news, it is essential that the language used be persuasive to get the reader to accept the news.

Question 20

Use the direct plan to organize a bad-news message involving a small but significant matter.

Question 21

Sometimes you have to support decisions with which you personally disagree.

Question 22

To achieve the goals of a bad-news message, you should

A) use general language to cushion the impact of the negative news.
B) persuade the reader that the decision is reasonable.
C) apologize for having to make the decision.
D) indicate the personal reasons for the decision.
E) choose the direct plan based on the "you" attitude.

Question 23

Put the bad news in the last paragraph when refusing a routine customer request.

Question 24

Bad-news announcements are often written in response to another message.

Question 25

It is important that you answer all potential questions in your response to prevent further unnecessary correspondence or discussion.

Question 26

Your relationship with the readers and the effect that the bad news will have on them help determine the organizational plan.

Question 27

Offering your customer an alternative such as 25% off a new product will help retain their goodwill.

Question 28

The direct plan is rarely used to refuse a customer's request in a complaint message.

Question 29

If possible, when firing a someone it is best to give the news in person.

Question 30

Correspondence involving bad news such as a plant closing should buffer the problem by providing evidence that the situation is not a top priority for management.

Question 31

Offering an alternative as a compromise helps retain a reader's goodwill.

Question 32

Use the direct approach to communicate bad news about your organization if the audience has already heard about the situation from another source.

Question 33

Your closing should buffer the bad news by anticipating specific objections the reader may have and inviting additional communication about your decision.

Question 34

Within the text of a bad-news message, it is appropriate to use passive voice with words such as although and however to soften the refusal and retain goodwill.

Question 35

For busy readers, use a simple "no" without adding detailed explanations in your bad-news messages.

Question 36

Show that you care about the reader by telling them how you are willing to change policy to help them.

Question 37

When a colleague asks you for a small favor that you cannot grant, you should use a goodwill opening and a buffer closing as a courtesy.

Question 38

When refusing a product replacement request in which the customer's actions are responsible for the problem, you should use personalized language.

Question 39

An effective customer refusal uses third-person pronouns and passive voice to avoid directly accusing the reader of misusing the product.

Question 40

You should not refer to the bad news in the closing of a message rejecting an idea or refusing a request.

Question 41

When you use the direct organizational plan in a message refusing a small favor, you should

A) save the bad news for the final paragraph.
B) present the bad news without any introduction.
C) reciprocate to maintain the reader's future goodwill.
D) use a polite buffer and explain your rationale in a few words.
E) offer a brief, sincere apology in your first paragraph.

Question 42

When you use the direct plan for a bad-news message, you should

A) save any mention of the justification for the closing paragraph.
B) include a sincere apology in the first paragraph.
C) emphasize the reasons before presenting the negative news.
D) state the information in language as positively as possible.
E) avoid a friendly closing so you won't seem insincere.

Question 43

Which of these statements is the most effective closing a bad-news message?

A) I am very sorry we cannot help you in this area.
B) Please let me know if you have any further questions.
C) I'll be glad to respond to any further questions.
D) I trust you'll understand our course of action.
E) The new store hours are sure to make it convenient for you to stop by.

Question 44

Which of the following is an example of neutral or positive language you might use to convey bad news about rejecting an idea?

A) Unfortunately, we are unable to use your project idea as submitted.
B) According to company policy, no other projects may be started this year.
C) Our company is unable to move ahead on new projects at this time.
D) The company is cutting costs by postponing any new projects until next year.
E) Thank you for your interesting idea, although it is impossible to implement at this time.

Question 45

Which of the following sentences would be most effective in a letter communicating the bad news that an employee's idea is being rejected?

A) I hope you realize that no project such as the one you propose has ever been approved here.
B) Your proposal will not be considered until you submit an accounting of all costs.
C) It is impossible to move ahead with your idea at this time because we lack the proper machinery.
D) I'm sincerely sorry, but we cannot give you the resources you need for this new project.
E) Once our budget allows for equipment upgrades, we might be able to handle this type of project.

Question 46

Which of the following is the most effective closing sentence for a bad-news message?

A) The service department can provide information gathered from customer feedback.
B) Once again, I'm sorry we can't afford to implement your suggested customer research project.
C) If you encounter additional problems, please let me know.
D) Feel free to call on me if I can be of further assistance to your department.
E) Although your proposed research would be beneficial, company policy forbids budget increases.

Question 47

Compared to face-to-face meetings, email has which advantage(s) for delivering bad news?

A) It allows the sender to determine precise wording
B) It gives the reader time to understand the message
C) It avoids confrontation
D) Both a and b

Question 48

When rejecting an idea because it is not in your company's best interests,

A) ensure that most of your message focuses on the rationale for your decision.
B) use a direct plan and avoid any buffers.
C) mention all reasons, both strong and weak.
D) prevent unnecessary communication by giving no reason.
E) refer just to "company policy" as a rationale, rather than giving specific reasons.

Question 49

One way to justify your decision in a bad-news message is to

A) show how your company benefits.
B) state how your refusing the idea will benefit the reader.
C) cite confidentiality.
D) explain that a third party will benefit.
E) focus on the negative news itself rather than on the reasons.

Question 50

Writing a message in which you reject someone's idea can be a challenge because

A) few form letters exist on which to model your letter.
B) you may have to take action against the person if the idea comes up again.
C) the person has probably invested considerable time in developing the idea.
D) you want to subtly suggest that the reader refrain from submitting more ideas.
E) you are more concerned with justifying the decision than with retaining the person's goodwill.

Question 51

Email is often used in business for conveying internal bad news and is effective in that it

A) allows the sender to determine precise wording.
B) gives the reader time to respond.
C) ensures a consistent decision when sent to employees.
D) all of these are correct.

Question 52

The purpose of a buffer is to

A) imply the negative news instead of stating it explicitly.
B) make it easier to change your mind later.
C) justify your decision for the bad news.
D) lessen the effect of negative news.
E) state the obvious to pave the way for the bad news.

Question 53

Typically, you should use the direct approach for a bad-news message if

A) the reader is not likely to have an emotional response.
B) the reader sent you a persuasive letter, not a routine letter.
C) the reader is not expecting a negative response.
D) the negative news involves a significant matter.
E) you do not have a close relationship with the reader.

Question 54

One general guideline for writing a message saying that you are not granting a routine favor is to

A) use the indirect organizational plan.
B) assume that the reader expects a negative response.
C) provide a lengthy list of reasons.
D) avoid offering any justification.
E) mention your refusal in the first paragraph.

Question 55

Plan to put your bad-news message in writing when you need to do any of the following except

A) control the exact wording of the message.
B) have a permanent record of what you say to the reader.
C) manage the order in which you present your ideas to the reader.
D) use courtesy and show fairness in making the decision.
E) present the negative news using more than one buffer.

Question 56

Which of the following would not be considered an effective buffer?

A) agreement
B) appreciation
C) a compliment
D) facts
E) a suggestion for improvement

Question 57

Which of the following is not a problem that you should avoid when ending a bad-news message?

A) apologizing
B) anticipating problems
C) inviting needless communication
D) sounding selfish
E) expressing confidence

Question 58

An example of a misleading statement in a rejection message would be:

A) "Your store would be a great venue for a demo product."
B) "It is not our policy to providie a venue for music."
C) "I like your ideas, but they will not work."
D) "That venue is too dark for our event."

Question 59

Which of the following is not a characteristic of an effective buffer for a bad-news message?

A) relevant
B) supportive
C) neutral
D) short
E) controversial

Question 60

You may want to use the indirect plan to communicate bad news when writing to this audience:

A) an employee who reports to you and is expecting a "yes" answer
B) a customer who is unlikely to respond emotionally
C) a reader who is expecting a "no" response
D) a supervisor who prefers a straightforward, direct message

Question 61

To retain goodwill and help the reader "accept" the bad news you must

A) show that the matter was taken seriously and the solution was objective and fair
B) just tell them the company policy
C) explain that it has always been done this way
D) apologize

Question 62

One reason to avoid refusing a claim in the first paragraph is that you

A) lack the spirit of reciprocity.
B) may lose the reader's goodwill.
C) leave a strong buffer to justify your decision.
D) should use the direct organizational plan.
E) want to clarify your rationale immediately.

Question 63

What factors should you consider when refusing a customer's request?

Question 64

Assume that you must write a memo to company employees announcing that the Internal Revenue Service has filed suit against the company. Which of the following sentences would most effectively reassure your readers?

A) On behalf of top management, I apologize for any disruption in work that this legal action may cause.
B) Unlike so many other firms indicted for violations of the tax code, our company has done nothing wrong.
C) We believe the company will be able to function normally during this investigation.
D) The exact nature of this baseless legal action will be announced at a later date.
E) The top management team is meeting today to decide on the company's course of action.

Question 65

What are four common errors to avoid when ending a bad-news message? Provide an example of each.

Question 66

To retain the reader's goodwill:

A) State the bad news in the first sentence of the first paragraph
B) Use positive language, stressing what you can do rather than what you cannot do
C) Give the best reason under the circumstances showing benefits to the company
D) Repeat the bad news in several paragraphs and remind the reader in closing

Question 67

If there is some bad news about your organization, and your readers have already heard some of this bad news, you should

A) use the indirect organizational plan.
B) use emotional language to demonstrate empathy.
C) confirm the news early and offer more information.
D) use a longer buffer paragraph to cushion the effect.
E) subordinate subtle goodwill language.

Question 68

Why is the counterproposal an effective ending to a bad-news message? Give an example of a situation in which a counterproposal might be appropriate.

Question 69

What factors have a major impact on the content and organization of a bad-news message?

Question 70

Why must a writer be careful when rejecting a person's idea or proposal?

Question 71

What should you keep in mind when discussing the reasons in a bad-news message?

Question 72

The purpose of including both personal and impersonal language in a bad-news message is to

A) separate readers from bad news and associate them with good news.
B) associate readers with good news and separate them from bad news.
C) avoid assuming any responsibility for the situation.
D) provide a smooth transition from opening to buffer to closing.
E) imply that the effect will be routine and therefore minimal.

Question 73

How does the organizational plan for refusing a "big" favor differ from the organizational plan for refusing a routine favor?

Question 74

What are the two main objectives of a bad-news message, and how can you achieve them?

Question 75

List three types of bad-news replies discussed in the textbook. Provide an example of a situation when each type of reply is appropriate.

Question 76

Andrew Grove, co-founder of Intel Corporation, said, "The worse the news, the more effort that should go into communicating it." Do you agree or disagree? Why?

Question 77

Assume that you are refusing a request to provide free software for each participant at a conference. List four types of effective buffers, and then write an effective buffer for each type that you listed.

Question 78

What type of action should be used if the media reveals information about a product recall before your organization has had time to address the issue?

Question 79

Which of the following is classified as an internal bad-news announcement?

A) writing to refuse a request to address a national convention
B) writing to refuse a small favor requested by a colleague
C) informing a customer that you will not provide an adjustment
D) notifying all department heads of an immediate budget freeze
E) writing to deny a customer additional credit

Question 80

Describe the five characteristics of an effective opening buffer for a bad-news message.