Question 1

As an employee, you should avoid responding to customer complaints on Twitter, Facebook, or other forms of social media because the audience is potentially too large.

Accepted Answer

A) True 
 B)False

Question 2

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

Accepted Answer

A) True 
 B)False

Question 3

When bad news must be given to large groups of employees, which of the following digital media would be appropriate for management to use?

Accepted Answer

A)  E-mail
B)  An intranet post
C)  A webcast
D)  All of these would be appropriate forms.

Question 4

All of our discretionary funds are currently earmarked for next month's relocation, but we hope that we will be able to support your worthwhile cause next year  is an example of a(n)____________________ refusal.

Accepted Answer

The answer of All of our discretionary funds are currently...

Question 5

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

Accepted Answer

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 6

Every business will have unhappy customers at some point. The employee's goal should always be to make the customer happy, no matter what it takes.

Accepted Answer

A) True 
 B)False

Question 7

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

Accepted Answer

A) True 
 B)False

Question 8

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

Accepted Answer

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 9

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

Accepted Answer

A) True 
 B)False

Question 10

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

Accepted Answer

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 11

All buffers should begin by complimenting the receiver.

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

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 13

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

Accepted Answer

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 14

Which statement best demonstrates the use of positive wording?

Accepted Answer

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 15

The most important part of any bad-news message is the ____________________ that explain or justify the bad news.

Accepted Answer

The answer of The most important part of any bad-news...

Question 16

E-mail and social networks are appropriate channels for both delivering and responding to complaints.

Accepted Answer

A) True 
 B)False

Question 17

If you are required to deliver bad news to your employees in person, the best technique is to gather your information and deliver it off the cuff to appear sincere.

Accepted Answer

A) True 
 B)False

Question 18

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 ?

Accepted Answer

A)  Ask his supervisor to write and send the message since she has more authority.
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 19

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?

Accepted Answer

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 20

The closing in a bad-news communication to employees must never look forward or discuss what will happen next because doing so can create a legal obligation.

Accepted Answer

A) True 
 B)False

Exam 7: Negative Messages

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The most important part of any bad-news message is the ____________________ that explain or justify the bad news.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

If you are required to deliver bad news to your employees in person, the best technique is to gather your information and deliver it off the cuff to appear sincere.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The closing in a bad-news communication to employees must never look forward or discuss what will happen next because doing so can create a legal obligation.

Correct AnswerverifiedShow Answer

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 ?

Correct AnswerverifiedShow Answer

Which statement best demonstrates the use of positive wording?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

All buffers should begin by complimenting the receiver.

Correct AnswerverifiedShow Answer

When bad news must be given to large groups of employees, which of the following digital media would be appropriate for management to use?

Correct AnswerverifiedShow Answer

E-mail and social networks are appropriate channels for both delivering and responding to complaints.

Correct AnswerverifiedShow Answer

Every business will have unhappy customers at some point. The employee's goal should always be to make the customer happy, no matter what it takes.

Correct AnswerverifiedShow Answer

As an employee, you should avoid responding to customer complaints on Twitter, Facebook, or other forms of social media because the audience is potentially too large.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

All of our discretionary funds are currently earmarked for next month's relocation, but we hope that we will be able to support your worthwhile cause next year is an example of a(n)____________________ refusal.

Correct AnswerverifiedShow Answer

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?

Correct AnswerverifiedShow Answer

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