Question 1

When denying a claim, use a statement such as If you had read the instruction booklet that came with the air conditioner, you would have known to change the filter every three months to let the customer know why the claim must be refused.

Accepted Answer

The answer of When denying a claim, use a statement...

Question 2

When organizations are involved in a crisis such as serious financial problems or public controversy, they are wise to keep the bad news from employees, customers, and stockholders for as long as possible.

Accepted Answer

It is not wise to keep the bad news from employees, customers, and stockholders as it can damage the trust and reputation of the organization in the long run. Transparency in communication and addressing the crisis promptly is crucial for managing it effectively.

Question 3

When abusive language is written, it is called ____________________.

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The answer of When abusive language is written, it is...

Question 4

When abusive language is spoken, it's called ____________________.

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The answer of When abusive language is spoken, it's called...

Question 5

Because Cassandra knows her staff well, she should deliver all bad-news messages to them using the direct organizational pattern.

Accepted Answer

The direct organizational pattern is typically used for delivering good news or routine information. Bad-news messages are often better delivered using an indirect approach to soften the impact and maintain a positive relationship.

Question 6

A neutral or positive opening that reduces shock or pain and does not reveal the negative news is called a(n)____________________.

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The answer of A neutral or positive opening that reduces...

Question 7

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

Accepted Answer

The answer of ____________________ is the legal term for any...

Question 8

The most important part of a negative-news message is the section that explains the ____________________ for the bad news.

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The answer of The most important part of a negative-news...

Question 9

The ____________________-guy syndrome refers to a situation in which the writer's statements make the reader feel better but may be misleading or inaccurate.

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The answer of The ____________________-guy syndrome refers to a situation...

Question 10

To minimize disappointment, Americans generally prefer to present negative messages directly.

Accepted Answer

Americans typically prefer to present negative messages in a more indirect manner to avoid confrontation and maintain politeness.

Question 11

Business communicators should use the ____________________ organizational pattern to deliver bad news when the news will be personally upsetting.

Accepted Answer

The answer of Business communicators should use the ____________________ organizational...

Question 12

When the reader may overlook the bad news or when firmness is necessary, the ____________________ organizational pattern should be used.

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The answer of When the reader may overlook the bad...

Question 13

The reasons for refusing credit should always be clearly explained.

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The answer of The reasons for refusing credit should always...

Question 14

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

Accepted Answer

The answer of ____________________ is the ability to understand and...

Question 15

In Latin countries, it is considered disrespectful and impolite to report bad news to superiors.

Accepted Answer

In Latin countries, there is a cultural value placed on respect and avoiding confrontation, which can lead to a reluctance to share bad news with superiors in fear of appearing rude or disrespectful. This does not apply to all individuals or situations, but it is a cultural tendency.

Question 16

When denying an application for employment, be as specific as possible about why the candidate was rejected.

Accepted Answer

The answer of When denying an application for employment, be...

Question 17

One important goal in communicating bad news is to make sure your reader ____________________ and accepts the bad news.

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The answer of One important goal in communicating bad news...

Question 18

To be ethical, you should tell your supervisor any negative information, even if it the information is about trivial, noncriminal mistakes or one-time bad behaviors.

Accepted Answer

Ethical behavior involves using discretion and judgment. Not all negative information, especially if trivial or noncriminal, needs to be reported if it doesn't impact the workplace or violate policies.

Question 19

Organizations today are experimenting with delivering bad news through a variety of communication channels such as e-mail, video, webcasts, and voice mail.

Accepted Answer

Organizations are indeed experimenting with delivering bad news through various communication channels to improve efficiency and reach wider audiences.

Question 20

A letter refusing credit might include a statement such as Cash purchases receive a 2 percent discount.

Accepted Answer

Including a statement about a discount for cash purchases is a common way to incentivize customers to pay without needing credit.

Quiz 9: Negative Messages