Question 1

When presenting the reasons for bad news, you should

Accepted Answer

A)   use positive wording.
B)   explain the reasons clearly and specifically without revealing confidential information or creating potential legal liability.
C)   cite benefits to the reader or others.
D)   All answer choices are correct.

Question 2

Smart managers deliver bad news to employees promptly and honestly because receiving bad news via the grapevine can seriously damage workplace morale.

Accepted Answer

A) True 
 B)False

Question 3

Which of the following is not a helpful tip for apologizing in a negative-news message?

Accepted Answer

A)   Be sincere and explain what you will do to prevent recurrence.
B)   Accept responsibility.
C)   Focus on your regret.
D)   Use good judgment, and do not admit blame without consulting your supervisor.

Question 4

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

Accepted Answer

A) True 
 B)False

Question 5

All buffers should begin by complimenting the receiver.

Accepted Answer

A) True 
 B)False

Question 6

All businesses deal with unhappy customers at some point, and they typically follow this pattern in these situations: call the customer, describe the problem and apologize, offer an explanation and resolution, and

Accepted Answer

A)   follow up with a message that documents the phone call and promotes goodwill.
B)   suggest a face-to-face meeting to resolve any remaining issues.
C)   come to an agreement on a refund or compensation.
D)   provide resale information or promote products and services.

Question 7

Only business executives and managers must deliver bad news.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following would be an effective way to begin a bad-news message using the indirect strategy?

Accepted Answer

A)   Complimenting the reader
B)   Providing a statement of mutual agreement
C)   Revealing the best news
D)   All answer choices would be effective techniques to open a bad-news message using the indirect strategy.

Question 9

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 10

____________________ messages are important to communicate when personal contact is impossible, to establish a record of the incident, to formally confirm follow-up procedures, and to promote good relations.

Accepted Answer

The answer of ____________________ messages are important to communicate when...

Question 11

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 12

Although businesses may find complaints about their products and services on sites such as Twitter and Facebook, wise businesses should never respond to such complaints in the cyber world.

Accepted Answer

A) True 
 B)False

Question 13

When delivering bad news, you should explain the bad news clearly to make your readers understand and, in the best case, accept the bad news.

Accepted Answer

A) True 
 B)False

Question 14

The key to ethical communication lies in the motives of the sender.

Accepted Answer

A) True 
 B)False

Question 15

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 16

One of your goals in sending messages is to project a professional and positive image. One technique to project the proper image is by

Accepted Answer

A)   responding briefly without providing clear details.
B)   employing an irate tone.
C)   using forceful or aggressive language.
D)   controlling your emotions.

Question 17

Allison is declining a request for a monetary contribution from a charitable organization to which her employer, BMI Industries, usually donates. Which of the following most effectively implies the refusal?

Accepted Answer

A)   BMI Industries regrets that it cannot contribute this year, but the company hopes to be able to next year.
B)   Although our profits are being reinvested in BMI Industries this year, we hope to be able to contribute next year.
C)   Although we cannot contribute this year, we may be able to next year.
D)   Unfortunately, we are prevented from contributing this year, but we may be able to in the future.

Question 18

In deciding to share negative information about another employee to your supervisor, what question should you consider first?

Accepted Answer

A)   Will I profit personally (promotion, bonus pay, or honors) ?
B)   Was the act criminal or hostile behavior or just a one-time mistake?
C)   How should I time the information delivery (before or after a meeting) ?
D)   How can I avoid being identified as the tattle tale by other employees?

Question 19

Business communicators have many goals in conveying negative news. Which of the following is not a goal in communicating negative news?

Accepted Answer

A)   Explaining clearly and completely
B)   Maintaining friendly relations
C)   Being fair
D)   Demonstrating the company's superiority in the global marketplace

Question 20

A(n) __________________ is an admission of blameworthiness and regret for an undesirable event.

Accepted Answer

The answer of A(n) __________________ is an admission of blameworthiness...

Exam 7: Negative Messages

Although businesses may find complaints about their products and services on sites such as Twitter and Facebook, wise businesses should never respond to such complaints in the cyber world.

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

When delivering bad news, you should explain the bad news clearly to make your readers understand and, in the best case, accept the bad news.

Correct AnswerverifiedShow Answer

Allison is declining a request for a monetary contribution from a charitable organization to which her employer, BMI Industries, usually donates. Which of the following most effectively implies the refusal?

Correct AnswerverifiedShow Answer

In deciding to share negative information about another employee to your supervisor, what question should you consider first?

Correct AnswerverifiedShow Answer

____________________ messages are important to communicate when personal contact is impossible, to establish a record of the incident, to formally confirm follow-up procedures, and to promote good relations.

Correct AnswerverifiedShow Answer

One of your goals in sending messages is to project a professional and positive image. One technique to project the proper image is by

Correct AnswerverifiedShow Answer

Smart managers deliver bad news to employees promptly and honestly because receiving bad news via the grapevine can seriously damage workplace morale.

Correct AnswerverifiedShow Answer

A(n) __________________ is an admission of blameworthiness and regret for an undesirable event.

Correct AnswerverifiedShow Answer

The key to ethical communication lies in the motives of the sender.

Correct AnswerverifiedShow Answer

Business communicators have many goals in conveying negative news. Which of the following is not a goal in communicating negative news?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Only business executives and managers must deliver bad news.

Correct AnswerverifiedShow Answer

All businesses deal with unhappy customers at some point, and they typically follow this pattern in these situations: call the customer, describe the problem and apologize, offer an explanation and resolution, and

Correct AnswerverifiedShow Answer

When presenting the reasons for bad news, you should

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

All buffers should begin by complimenting the receiver.

Correct AnswerverifiedShow Answer

Which of the following is not a helpful tip for apologizing in a negative-news message?

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

Which of the following would be an effective way to begin a bad-news message using the indirect strategy?

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified