Question 1

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

Accepted Answer

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 2

One of the goals of delivering bad news is to regain the confidence of the receiver.

Accepted Answer

A) True 
 B)False

Question 3

Learning of major events affecting their jobs through the grapevine or from news accounts can have a negative effect on employee ____________________.

Accepted Answer

The answer of Learning of major events affecting their jobs...

Question 4

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.

Accepted Answer

A) True 
 B)False

Question 5

When delivering bad news, you should first determine if the negative information is newsworthy.

Accepted Answer

A) True 
 B)False

Question 6

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

Accepted Answer

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 7

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.

Accepted Answer

A) True 
 B)False

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

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

Accepted Answer

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 10

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

Accepted Answer

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

Question 11

Your buffer in a bad-news message to employees could be a compliment, appreciation, or solid facts.

Accepted Answer

A) True 
 B)False

Question 12

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.

Accepted Answer

A) True 
 B)False

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

To project a professional image when sending a negative message, you should

Accepted Answer

A)  respond briefly without providing details.
B)  readily accept all blame.
C)  use forceful language.
D)  control your emotions.

Question 15

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

Accepted Answer

A) True 
 B)False

Question 16

Positive phrasing is important in bad-news messages because it

Accepted Answer

A)  keeps the reader in a receptive mood.
B)  describes what you  can  do instead of what you can't.
C)  often sounds more sincere.
D)  accomplishes all of these.

Question 17

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

Accepted Answer

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 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

Accepted Answer

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

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

Accepted Answer

A) True 
 B)False

Question 20

When the bad news is insignificant and does not personally affect the receiver, you should use the ____________________ strategy to organize your negative news.

Accepted Answer

The answer of When the bad news is insignificant and...

Exam 7: Negative Messages

Your buffer in a bad-news message to employees could be a compliment, appreciation, or solid facts.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

When delivering bad news, you should first determine if the negative information is newsworthy.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

One of the goals of delivering bad news is to regain the confidence of the receiver.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

Positive phrasing is important in bad-news messages because it

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

When the bad news is insignificant and does not personally affect the receiver, you should use the ____________________ strategy to organize your negative news.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

To project a professional image when sending a negative message, you should

Correct AnswerverifiedShow Answer

Learning of major events affecting their jobs through the grapevine or from news accounts can have a negative effect on employee ____________________.

Correct AnswerverifiedShow Answer

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