Deck 7: Bad News Messages

Question 1

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

A) shows insensitivity to your reader.
B) creates enough lengthy explanation to confuse or distract the reader.
C) enables you to keep the reader's attention until you have been able to explain the reasons for the bad news.
D) demonstrates your ability to vary your strategies.

Answer 1

C
Explanation:The indirect strategy helps you keep the reader's attention as you explain the reasons for the bad news. The explanation is an important part of softening the blow of the bad news.

Question 2

After a candidate's recent interview, you are writing a letter to decline to offer a position with your organization. Which of the following most effectively delivers the bad news, while avoiding legal liability?

A) I can't believe that we didn't hire you!
B) Although this position was not awarded to you, we appreciate your interest in working for our organization.
C) Although you were definitely our most qualified candidate, we have decided that we don't have a position for a person of your qualifications at this time.
D) Even though your qualifications were outstanding compared to those of our other candidates, we had to offer the position to someone else.

Answer 2

B
Explanation:The statement that best avoids potential legal problems due to the good-guy syndrome is "Although this position was not awarded to you, we appreciate your interest in working for our organization."

Question 3

In Phase 2 of the writing process, you gather information and brainstorm for ideas by jotting down all the reasons you have to explain the bad news. Which of the following is the best advice during Phase 2?

A) Present your weakest reason first and then build to your strongest reason.
B) If you have several reasons for the bad news, concentrate on your strongest and safest reasons.
C) If necessary, make up reasons that you think would be convincing to the reader.
D) Present as many reasons as possible, strong or weak, to fully convince the receiver.

Answer 3

B
Explanation:You should concentrate on your strongest and safest reasons in your negative message, which allows you to deliver a clear message and helps to limit any unintended reactions.

Question 4

Taylor must send a bad-news message to a client, telling 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 his buffer statement.
D) Analyze the bad news to see how it will affect his reader.

Question 5

When sending a negative message, you have three primary goals: to make the receiver understand the bad news, to help the receiver accept the bad news, and to

A) save your company money.
B) place the blame on an outside entity.
C) maintain a positive image of you and your organization.
D) eliminate future correspondence.

Question 6

The direct pattern, with the bad news first, would be appropriate when you are

A) cancelling your weekly sales meeting.
B) informing employees of a major increase in their health insurance premiums.
C) turning down a request for a charitable contribution.
D) denying a customer's request for a credit increase but want to continue doing business with the customer.

Question 7

The recommended order for messages that deliver bad news is

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

Question 8

Christian Reuter, R.D., 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 your annual fall conference to be held in Phoenix this year.
C) Because you requested only the benefits of juice bars, as a registered dietician I am not the speaker you need; perhaps you should contact a juice bar salesperson.
D) I am absolutely delighted to receive your invitation to speak about health benefits of juice bars at HAFTA's fall conference!

Question 9

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

A) knows the reason for the rejection.
B) is told the bad news directly and bluntly.
C) is told about his or her legal options.
D) receives the bad news via certified mail.

Question 10

When should the direct organizational pattern be used to communicate bad news?

A) Never
B) When you don't know your reader
C) When firmness is necessary
D) When maintaining goodwill is important

Question 11

As the marketplace becomes increasingly litigious, we must be certain that our words

A) cover all bases; that is, they must provide a broad scope.
B) convey more than we intended.
C) suggest multiple interpretations so that it is more difficult to take legal action.
D) communicate only what we intend.

Question 12

Which of the following techniques would be most effective in buffering bad news?

A) Starting with something completely unrelated to keep the reader off-guard
B) Putting your subjective reasons for refusal in the opening
C) Starting with the part of the message that represents the best news
D) Apologizing late in the letter with a statement such as We are responsible for your loss and are deeply sorry

Question 13

In revealing bad news, you can make statements to soften the blow, but you must avoid

A) making the receiver feel better despite the bad news.
B) admitting or implying responsibility for conditions that caused damage or injury.
C) statements that maintain good relations by reaffirming the company commitment to quality.
D) the direct approach for all bad-news messages.

Question 14

Your secondary goals when communicating bad news are to reduce bad feelings, to convey fairness, and to

A) present your message on high quality company letterhead.
B) avoid legal liability for you and your organization.
C) deliver the bad news directly.
D) inform the reader who is to blame for the problem.

Question 15

The buffer in a bad news message is a

A) hint that good news will follow to prompt the receiver to read further.
B) statement completely unrelated to the bad news so that receivers won't know that bad news is coming.
C) neutral but meaningful statement that encourages the receiver to continue reading.
D) polite and empathetic denial of the requested action.

Question 16

To be actionable, abusive language must be

A) racially insensitive and ethnically biased.
B) listed in state law or statute as a word that is slanderous.
C) false, harmful to the person's good name, and "published."
D) potentially damaging and open to misinterpretation.

Question 17

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 18

In business messages, try to avoid careless language because careless language

A) includes statements that could be damaging or misinterpreted.
B) defines the organization's policies.
C) clarifies the message and prevents misunderstandings.
D) uses the direct approach for all business messages.

Question 19

When abusive language that harms a person's reputation is spoken, it is called

A) slander.
B) libel.
C) legal liability.
D) sexual harassment.

Question 20

The legal term for any false statement, written or spoken, that harms an individual's reputation is

A) defamation.
B) unethical standards.
C) abusive terminology.
D) "published" abuse.

Question 21

You are writing a memo to employees announcing the loss of free parking. Which of the following would be the best closing sentence in this bad-news memo to employees?

A) We understand your disappointment with this decision.
B) If you would like to sign up for our ride-sharing program to save on parking expenses, please see the receptionist.
C) We trust you will continue to do your best in spite of the present difficult situation.
D) Thank you in advance for your cooperation.

Question 22

Allison must write to a charitable organization to say that BMI Industries cannot make a monetary contribution this year. 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 23

When you must communicate bad news, you must not only get the receiver to understand and accept the bad news, but you must also avoid legal liability.

Question 24

Which of the following explanations is most effective when denying a customer's request for credit?

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 25

Which of the following is the best advice to follow when explaining the reasons for bad news?

A) Because it's important for the reader to understand the reasons for the bad news, it's acceptable to cite confidential reasons.
B) Include a general statement that says the bad news results from company policy. Most readers will understand this explanation.
C) Do everything you can to look like the "good guy," even if it means making unrealistic statements.
D) Give an explanation of the causes before disclosing bad news.

Question 26

Which of the following would best refuse a customer claim?

A) We're sorry that we can't 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 27

In order to be actionable (likely to result in a lawsuit), abusive language must be in writing.

Question 28

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 will be closing our restaurant on Sundays beginning next month.
B) We will be closing our restaurant on Sundays beginning next month because very few customers were dining with us on that day.
C) Beginning next month, our restaurant will no longer be open on Sundays.
D) Management has decided that it must close our restaurant on Sundays beginning next month.

Question 29

A buffer is a statement that implies the bad news so that the reader is ready when it is announced.

Question 30

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

Question 31

You are writing a refusal letter to Ryan, who recently interviewed for a job. Which of the following is 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 32

Business communicators act as agents of their organizations. Their words, decisions, and opinions are assumed to represent those of the organization.

Question 33

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

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

Question 34

To show sensitivity to the reader, it's best to use the indirect strategy.

Question 35

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 upon unless we are able to observe you at your work station.

Question 36

Irina was alone with Brian and accused him of selling company listings of clients to another marketing firm. Because the accusation is false, Irina's statement is legally actionable.

Question 37

Because of the potential consequences of a poorly written bad-news message, it is less important to follow the writing process and more important to be creative.

Question 38

Thank you so much for asking me to speak at the university's graduation ceremony is an effective buffer in a refusal letter.

Question 39

You may be prosecuted if you transmit a harassing or libelous message by e-mail or post it at a Web site.

Question 40

Maya has decided to apologize briefly in the buffer of her bad-news letter to a client. Which of the following is the best apology?

A) We take full blame for your espresso machine malfunctioning and realize that it may have even eventually caused an injury.
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) We regret that you are unhappy with your espresso machine.

Question 41

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

Question 42

It is good company policy to approve all customer claims in order to maintain goodwill.

Question 43

Letters that deny customer claims should clearly state when the customer is at fault in order to avoid company liability.

Question 44

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

Question 45

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

Question 46

If you're not sure how the receiver will respond, you should use the indirect pattern when writing messages that refuse routine requests and claims.

Question 47

To soften bad news, many business writers choose to use the __________ organizational pattern.

Question 48

Placing the reasons before the bad news improves the chances that the reader will accept and understand the bad news.

Question 49

When you must refuse a request, it is sometimes possible to offer an alternative, substitute, or compromise.

Question 50

If a bad news letter is well organized and professionally written, it will be successful even without sound reasons.

Question 51

When the abusive language is in writing, it is called _____________.

Question 52

Whether to use a direct or an indirect pattern in delivering bad news to employees depends primarily on the anticipated reaction of the receiver.

Question 53

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 54

When the company is at fault, most business professionals strive to control the damage and resolve the problem by first writing a letter to the customer to explain what happened.

Question 55

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 56

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

Question 57

In the opening of a bad-news message, the ___________ is a neutral but meaningful statement that does not mention the bad news.

Question 58

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

Question 59

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

Question 60

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

Question 61

In denying claims, writers use the __________-before-refusal pattern to set an empathic tone and buffer the bad news.

Question 62

When a company must deal with troublesome situations that cause unhappiness to customers, it must take immediate steps for effective ___________ control.

Question 63

If possible, you should suggest a compromise, substitute, or ___________ after giving the bad news.

Question 64

Business communicators should consider including a forward look, good wishes, a mention of freebies, or references to resale information or promotion in the ___________ of a bad-news letter.

Question 65

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