Question 1

In credit denials, the major portion of the message should be an explanation for the denial.

Accepted Answer

Providing a clear explanation for the denial is important in order to comply with regulations and to give the applicant a better understanding of why they were denied.

Question 2

"I have received and read your letter of April 12" is an effective, neutral way to begin the first paragraph of a bad-news message.

Accepted Answer

Starting a bad-news message with a neutral statement unrelated to the bad news itself can help ease the reader into the message gently, but the given sentence does not directly prepare the reader for bad news, nor does it provide a cushion or context for the upcoming information. Effective bad-news messages often begin with a buffer or context that is more directly related to the subject at hand, aiming to soften the impact of the bad news.

Question 3

Delivering constructive criticism can be beneficial by alerting management that changes need to be made.

Accepted Answer

Delivering constructive criticism can help improve the organization by highlighting areas that need improvement and driving change.

Question 4

Because of the legal implications involved in refusing credit, you should avoid telling applicants the specific reason(s) why you must deny them credit.

Accepted Answer

It's important to inform applicants of the specific reasons why their credit application was denied, as required by the Fair Credit Reporting Act (FCRA) in the United States, which ensures transparency and fairness in the credit application process.

Question 5

Exceptions to the use of inductive approach for bad-news messages include:

Accepted Answer

The answer of Exceptions to the use of inductive approach...

Question 6

By placing bad news in the first sentence, receiver support is more likely than when it is presented after giving reasons.

Accepted Answer

Placing bad news in the first sentence can lead to a negative reaction, while providing reasons first can help the receiver understand and accept the news more easily.

Question 7

Email is typically the most effective channel for communicating negative organizational news.

Accepted Answer

Face-to-face communication or video conferencing is generally considered more effective and sensitive for delivering negative organizational news, as it allows for immediate feedback, personal interaction, and the conveyance of empathy and understanding.

Question 8

When communicating negative organizational news, it is advisable to tone down the news to minimize its severity.

Accepted Answer

It is important to be honest and transparent when communicating negative organizational news. Toning down the news can come across as insincere and decrease trust and confidence in the organization. It is still important to be empathetic and provide solutions or a plan for moving forward.

Question 9

Which of the following is an advantage of delivering bad news personally?

Accepted Answer

Delivering bad news personally enables immediate feedback, allowing the recipient to ask questions, express their thoughts and emotions, and seek clarification. This can help clear up any misunderstandings and make the situation less distressing for the recipient.

Question 10

Which of the following is an idea that can be incorporated into effective beginning paragraphs?

Accepted Answer

The answer of Which of the following is an idea...

Question 11

Using passive voice and complex sentences are effective ways to de-emphasize bad news.

Accepted Answer

Using passive voice and complex sentences can help soften the impact of bad news and make it less direct, therefore de-emphasizing it.

Question 12

Placing a refusal in the first sentence is justified if the message is the second response to a repeated request.

Accepted Answer

Placing a refusal in the first sentence is justified if the message is the second response to a repeated request because the person has already asked for the same thing before and received a different response. Therefore, it is appropriate to start with the refusal to avoid confusion or misunderstanding.

Question 13

The Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, religion, sex, national origin, age, and marital status.

Accepted Answer

This statement is correct. The Equal Credit Opportunity Act was passed in 1974 with the aim of preventing lenders from discriminating against credit applicants based on certain demographic criteria, such as race or gender.

Question 14

Nancy, a recruiter at Zendyll Inc., often has to deliver negative news to job applicants who were not hired by the company. Which of the following techniques could Nancy use to subordinate bad news?

Accepted Answer

By focusing on the pleasant aspects, Nancy can help to soften the blow of the negative news. This way, the recipient can remain optimistic and upbeat, despite not being hired. Option B is incorrect because it can come across as blunt and insensitive. Option C is not directly relevant to subordinating bad news, and option D can be too harsh and may lead to unnecessary confrontation.

Question 15

Offering a counterproposal in a bad-news message can assist in preserving future relationships with the audience.

Accepted Answer

Offering a counterproposal shows that you have considered the audience's needs and are willing to work towards a solution that benefits both parties. This can help maintain a positive relationship with the audience even in the face of bad news.

Question 16

"We apologize for any inconvenience we may have caused you" is a recommended way to close a refusal letter.

Accepted Answer

The answer of "We apologize for any inconvenience we may...

Question 17

If the bad news appears in the first sentence of a message, the receiver will:

Accepted Answer

If the bad news appears in the first sentence, the receiver is likely to react negatively. It is important to cushion the bad news with some positive or neutral comments before delivering the bad news.

Question 18

To minimize disappointment and maintain a positive relationship, the deductive strategy is the best way to organize messages that refuse requests.

Accepted Answer

The inductive strategy is generally more effective for refusing requests, as it allows the writer to present reasons and explanations before delivering the refusal, which can help minimize disappointment and maintain a positive relationship.

Question 19

The best reason to give the receiver for a refusal is "company policy" because it requires no further explanation.

Accepted Answer

While "company policy" can be used as a reason for refusal, it may not always suffice as a complete explanation. It's important to provide enough context and information to ensure that the receiver understands the decision and feels heard. In some cases, providing an alternative solution or suggestion can also help soften the blow of the refusal.

Question 20

Sharing bad news via telephone minimizes the misinterpretation of highly sensitive messages.

Accepted Answer

Sharing bad news via telephone can still lead to misinterpretation due to the lack of visual cues and body language, which are important for conveying empathy and understanding in sensitive situations.

Quiz 7: Delivering Bad-News Messages