Deck 7: Negative Messages

Question 1

The buffer in a bad-news message is a

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.

Answer 1

C

Question 2

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

A) knows the reasons for the rejection clearly.
B) learns of the bad news directly.
C) understands the legal implications of the bad news.
D) receives the bad news via certified mail.

Answer 2

A

Question 3

To convey empathy and sensitivity when delivering bad news, you should

A) show that you are human by using strong, forceful language.
B) accept blame and apologize when appropriate.
C) avoid explaining the reasons for the bad news.
D) always cite company policy.

Answer 3

B

Question 4

Which of these patterns is typical for bad-news messages presented in the indirect strategy?

A) Buffer, reasons, bad news, and closing
B) Buffer, bad news, and closing
C) Explanation, bad news, buffer, and closing
D) Bad news, explanation, and closing

Question 5

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

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 6

Every business person will need to write a negative business message that may disappoint, irritate, or anger a receiver; these messages must be written

A) carefully.
B) by top-level management only.
C) using only the direct organizational strategy.
D) deceitfully.

Question 7

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?

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 8

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

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 9

Porter Grace, RN, is declining an invitation to speak about the health benefits of juice bars at the fall conference of the Health and Fitness Trainers Association (HAFTA). Which of the following is the most effective buffer?

A) I must decline HAFTA's invitation to speak at its fall conference.
B) HAFTA members must be looking forward to the annual fall conference in Phoenix this year.
C) Because you requested only the benefits of juice bars and because I am only a registered nurse, I am not the speaker you need; perhaps you should contact a juice-bar salesperson.
D) I cannot speak at your annual conference.

Question 10

Business communicators have many goals in conveying negative news. Which of the following is not a goal in communicating negative news?

A) Explaining clearly and completely
B) Maintaining friendly relations
C) Being fair
D) Demonstrating the company's superiority in the global marketplace

Question 11

Receivers are far more likely to accept negative news when you show that the decision was

A) fair.
B) impartial.
C) rational.
D) All answer choices are correct.

Question 12

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

A) purpose.
B) context.
C) audience.
D) total number of words they use.

Question 13

Which of the following would be an effective way to begin a bad-news message using the indirect strategy?

A) Complimenting the reader
B) Providing a statement of mutual agreement
C) Revealing the best news
D) All answer choices would be effective techniques to open a bad-news message using the indirect strategy.

Question 14

Although you may worry about using the indirect strategy to communicate bad news, one benefit it has is

A) demonstrating your writing abilities.
B) ensuring that your reasoning will be read while the receiver is still receptive.
C) disguising the bad news.
D) placing the bad news before the explanation.

Question 15

Corbin must inform employees that overtime pay will be reduced from the current 2.0 factor to a 1.5 factor. Because he anticipates a hostile reaction, which of the following sequences should Corbin use for the parts of his message?

A) Bad news, explanation, reasons, and closing
B) Bad news, reasons, buffer, and closing
C) Buffer, reasons, bad news, and closing
D) Buffer, explanation, reasons, and closing

Question 16

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

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 17

One of your goals in sending messages is to project a professional and positive image. One technique to project the proper image is by

A) responding briefly without providing clear details.
B) employing an irate tone.
C) using forceful or aggressive language.
D) controlling your emotions.

Question 18

You will use the direct strategy for your message when the bad news is not damaging, when the receiver might overlook the bad news, when directness is preferred, and when

A) the bad news threatens the customer relationship.
B) the bad news is unexpected.
C) firmness is necessary.
D) the bad news will provoke a hostile reaction.

Question 19

Which of the following bad-news messages should be organized using the direct strategy?

A) An announcement of changes in business services
B) A layoff notice for a long-time employee
C) A denial of benefits on an insurance claim to an angry customer
D) A notice of an unexpected plant closure to the city council and mayor

Question 20

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

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 21

The closing of a bad-news message may include all of the following except

A) anticipate future relations or business.
B) reference resale or promotional information.
C) include coupons, samples, or gifts.
D) a restatement of the bad news.

Question 22

You must decline an employee's request to telecommute three days per week. Which of the following statements best explains why this bad news is necessary?

A) Our current company policy does not allow telecommuting.
B) Unfortunately, we regret that we are unable to afford the expenses associated with telecommuting.
C) Your daily presence in the office is important to ensure regular customer contact.
D) Your work standards cannot be relied on unless we are able to observe you at your workstation.

Question 23

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?

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 24

Kenesha must respond to a negative comment written by a customer on Twitter. What advice should she follow?

A) Investigate the situation thoroughly before responding.
B) Admit that her company errored if the complaint is legitimate and try to remedy the problem.
C) Suggest a refund or a discount on future services.
D) Kenesha should follow all these tips.

Question 25

When presenting the reasons for bad news, you should

A) use positive wording.
B) explain the reasons clearly and specifically without revealing confidential information or creating potential legal liability.
C) cite benefits to the reader or others.
D) All answer choices are correct.

Question 26

All businesses deal with unhappy customers at some point, and they typically follow this pattern in these situations: call the customer, describe the problem and apologize, offer an explanation and resolution, and

A) follow up with a message that documents the phone call and promotes goodwill.
B) suggest a face-to-face meeting to resolve any remaining issues.
C) come to an agreement on a refund or compensation.
D) provide resale information or promote products and services.

Question 27

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

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 28

Which of the following is the most important part of a negative message?

A) A positive, forward-looking closing
B) A neutral buffer
C) An explanation of the reasons for the bad news
D) The bad news itself

Question 29

Allison is declining a request for a monetary contribution from a charitable organization to which her employer, BMI Industries, usually donates. Which of the following most effectively implies the refusal?

A) BMI Industries regrets that it cannot contribute this year, but the company hopes to be able to next year.
B) Although our profits are being reinvested in BMI Industries this year, we hope to be able to contribute next year.
C) Although we cannot contribute this year, we may be able to next year.
D) Unfortunately, we are prevented from contributing this year, but we may be able to in the future.

Question 30

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

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

Question 31

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?

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 32

You can soften the blow of the bad news in refusing a typical request or claim by

A) emphasizing the bad news.
B) using the active voice.
C) implying the refusal.
D) accentuating the negative.

Question 33

All of the following are effective techniques for softening bad news except

A) suggesting a compromise or an alternative.
B) positioning the bad news at the beginning or end of a paragraph.
C) placing the bad news in a subordinate clause.
D) using passive-voice verbs.

Question 34

Which statement best demonstrates the use of positive wording?

A) Your request for an extended warranty has been rejected because we cannot find replacement parts for your specific product.
B) Unfortunately, we are unable to extend the warranty.
C) Although the warranty will not be extended, we are happy to replace your item with a similar product at no charge.
D) We regret to inform you that your request for an extended warranty has been denied.

Question 35

Which of the following sentences presents the reason for denying a customer's request for credit most effectively?

A) Your request for credit has been denied.
B) Because you have not been employed for the past 15 months and have credit debts of over $4,000, we will not be able to grant you credit at this time.
C) Although your credit rating does not meet our minimum standards, we would be happy to reconsider your application if you add a cosigner.
D) Your failure to meet our standards will not allow us to issue you a credit account.

Question 36

Which of the following is not a helpful tip for apologizing in a negative-news message?

A) Be sincere and explain what you will do to prevent recurrence.
B) Accept responsibility.
C) Focus on your regret.
D) Use good judgment, and do not admit blame without consulting your supervisor.

Question 37

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

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 38

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

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 39

Which of these messages most effectively conveys empathy in a bad-news message?

A) You have every right to be disappointed. I am truly sorry that our product failed to perform as expected.
B) I am deeply saddened that your service failure disrupted our sale, and we will do everything in our power to improve our future performance.
C) We did not intentionally delay the shipment, and we will not accept the disappointment and frustration you have expressed.
D) It is with great regret that we must take this step, but you have left us no choice.

Question 40

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

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 41

Only business executives and managers must deliver bad news.

Question 42

Constructing messages saying no to emotionally involved receivers is a challenging communication task. Which of the following is the best advice for this task?

A) Use the refusal-before-reason pattern to present the information artfully.
B) Place blame where blame is due, including on the customer if he or she is responsible.
C) Avoid offering resale information because it may weaken customer confidence.
D) Use neutral, objective language to explain the reason the claim is refused.

Question 43

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

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 44

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?

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

Question 45

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

Question 46

When delivering bad news, you should explain the bad news clearly to make your readers understand and, in the best case, accept the bad news.

Question 47

The direct strategy saves time and is preferred by some who consider it to be more professional and even more ethical than the indirect strategy.

Question 48

A bad-news message, whether delivered in person or in writing, is usually better received when you

A) give the reasons before the bad news.
B) immediately share the bad news.
C) provide the reasons and explanations but conceal the bad news.
D) combine the buffer and bad news.

Question 49

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.

Question 50

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

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 51

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

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.

Question 52

In deciding to share negative information about another employee to your supervisor, what question should you consider first?

A) Will I profit personally (promotion, bonus pay, or honors)?
B) Was the act criminal or hostile behavior or just a one-time mistake?
C) How should I time the information delivery (before or after a meeting)?
D) How can I avoid being identified as the tattle tale by other employees?

Question 53

All bad-news messages should be presented using the indirect strategy.

Question 54

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.

Question 55

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

Question 56

The buffer in a bad-news message to employees should

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 57

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

Question 58

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.

Question 59

What is the best advice for presenting the bad-news portion of your negative message to employees?

A) Strive to sugarcoat the message to ease the employees' pain.
B) Place the bad news in the first sentence of a paragraph.
C) Position the bad news so that it does not stand out.
D) Use subjective language.

Question 60

When you must deliver bad news to one person or a small group, you should usually

A) send an anonymous letter.
B) address the issue in a department meeting.
C) deliver the message in person.
D) wait at least one week so that you can formulate your thoughts.

Question 61

Although businesses may find complaints about their products and services on sites such as Twitter and Facebook, wise businesses should never respond to such complaints in the cyber world.

Question 62

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.

Question 63

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.

Question 64

The reasons-before-refusal plan works well when denying claims.

Question 65

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

Question 66

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

Question 67

A buffer is a device to reduce shock or pain.

Question 68

If your message may create a hostile reaction, you should use the indirect strategy.

Question 69

When you must refuse a request, you may sometimes offer an alternative, substitute, or compromise.

Question 70

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

Question 71

The most important part of a bad-news message is the section that explains why a negative decision is necessary.

Question 72

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

Question 73

If you are worried that the indirect strategy seems manipulative, you should use the direct strategy to break the bad news bluntly even though the direct strategy may cause hard feelings and pain.

Question 74

To take the spotlight off the bad news, place it at the end of a paragraph.

Question 75

In using the indirect strategy to communicate bad news, you should avoid mentioning the bad news.

Question 76

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

Question 77

Smart business representatives always avoid calling an unhappy customer to resolve problems.

Question 78

All buffers should begin by complimenting the receiver.

Question 79

Every business will have unhappy customers at some point. If possible, the business should respond immediately and personally to these customers' problems.

Question 80

The key to ethical communication lies in the motives of the sender.