Question 1

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

Accepted Answer

A) True 
 B)False

Question 2

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 3

Messages denying customer claims should clearly blame the customer to avoid company liability.

Accepted Answer

A) True 
 B)False

Question 4

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?

Accepted Answer

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 on unless we are able to observe you at your workstation.

Question 5

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 6

In using the indirect strategy to communicate bad news, you should avoid mentioning the bad news.

Accepted Answer

A) True 
 B)False  False

Question 7

Smart business representatives always avoid calling an unhappy customer to resolve problems.

Accepted Answer

A) True 
 B)False  False

Question 8

A bad-news message using the indirect strategy begins with a ____________________, which is a neutral but meaningful statement that encourages the reader to continue reading.

Accepted Answer

The answer of A bad-news message using the indirect strategy...

Question 9

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

Accepted Answer

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

Question 10

To convey empathy and sensitivity when delivering bad news, you should

Accepted Answer

A)   show that you are human by using strong, forceful language.
B)   accept blame and apologize when appropriate.
C)   avoid explaining the reasons for the bad news.
D)   always cite company policy.

Question 11

When you must deliver bad news to one person or a small group, you should usually

Accepted Answer

A)   send an anonymous letter.
B)   address the issue in a department meeting.
C)   deliver the message in person.
D)   wait at least one week so that you can formulate your thoughts.

Question 12

All of the following are effective techniques for softening bad news except

Accepted Answer

A)   suggesting a compromise or an alternative.
B)   positioning the bad news at the beginning or end of a paragraph.
C)   placing the bad news in a subordinate clause.
D)   using passive-voice verbs.

Question 13

Kenesha must respond to a negative comment written by a customer on Twitter. What advice should she follow?

Accepted Answer

A)   Investigate the situation thoroughly before responding.
B)   Admit that her company errored if the complaint is legitimate and try to remedy the problem.
C)   Suggest a refund or a discount on future services.
D)   Kenesha should follow all these tips.

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

Receivers are far more likely to accept negative news when you show that the decision was

Accepted Answer

A)   fair.
B)   impartial.
C)   rational.
D)   All answer choices are correct.

Question 16

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

Accepted Answer

A)   knows the reasons for the rejection clearly.
B)   learns of the bad news directly.
C)   understands the legal implications of the bad news.
D)   receives the bad news via certified mail. A

Question 17

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 message.

Accepted Answer

The answer of Business communicators should consider including a forward...

Question 18

When workplace bad news involves one person or a small group nearby, you should generally deliver that news in person.

Accepted Answer

A) True 
 B)False

Question 19

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

Accepted Answer

A) True 
 B)False

Question 20

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

Exam 7: Negative Messages

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

Correct AnswerverifiedShow Answer

Which statement best demonstrates the use of positive wording?

Correct AnswerverifiedShow Answer

Messages denying customer claims should clearly blame the customer to avoid company liability.

Correct AnswerverifiedShow Answer

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?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

In using the indirect strategy to communicate bad news, you should avoid mentioning the bad news.

Correct AnswerverifiedFalse

Smart business representatives always avoid calling an unhappy customer to resolve problems.

Correct AnswerverifiedFalse

A bad-news message using the indirect strategy begins with a ____________________, which is a neutral but meaningful statement that encourages the reader to continue reading.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

To convey empathy and sensitivity when delivering bad news, you should

Correct AnswerverifiedShow Answer

When you must deliver bad news to one person or a small group, you should usually

Correct AnswerverifiedShow Answer

All of the following are effective techniques for softening bad news except

Correct AnswerverifiedShow Answer

Kenesha must respond to a negative comment written by a customer on Twitter. What advice should she follow?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Receivers are far more likely to accept negative news when you show that the decision was

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedA

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 message.

Correct AnswerverifiedShow Answer

When workplace bad news involves one person or a small group nearby, you should generally deliver that news in person.

Correct AnswerverifiedShow Answer

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

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

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