1.Every business person will need to write a negative business message that may disappoint, irritate, or
anger the receiver; these messages must be written
a.thoughtfully.
b.by top-level management only.
c.by any department with legal department final approval.
d.deceitfully.
ANSWER: A
TYPE:MC
2.You can reduce the receiver's bad feelings by ensuring your receiver thinks that you have revealed the
news sensitively, treated the matter seriously, made the decision fairly, and
a.explained the reasons for the rejection clearly.
b.revealed the bad news directly and bluntly.
c.explained the legal options.
d.delivered the bad news via certified mail.
ANSWER:A
TYPE:MC
3.Business communicators have many goals in conveying negative news. Some of these goals include
making the receiver understand the bad news, helping the receiver accept the bad news, and
a.saving your company money.
b.blaming an outside agency.
c.maintaining a positive image.
d.eliminating future correspondence.
ANSWER:C
TYPE:MC
4.One of your goals in sending messages is to project a professional and positive image. Techniques to
do this include
a.responding briefly without providing clear details.
b.employing an irate tone.
c.using forceful or aggressive language.
d.controlling your emotions.
ANSWER:D
TYPE:MC
5.One of the first steps you will take before delivering negative news is
a.checking for sensitive language.
b.analyzing how your receiver will react to this news.
c.drafting your message.
d.identifying who is to blame for the problem.
ANSWER:B
TYPE:MC
6.Using the indirect strategy to prepare the reader in a bad-news message
a.shows insensitivity to your reader.
b.allows you to confuse or distract the reader.
c. helps you keep the reader's attention until you can explain the reasons for the bad news.
d.demonstrates your ability to vary your strategies.
ANSWER:C
TYPE:MC
7.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
Receivers of bad news are less disappointed if they know the reason for the rejection, feel the news was revealed sensitively, and believe the ________ .
matter was treated seriously and fairly
Which of the following is not a goal in conveying negative news?
Emphasizing that your company does not make errors
When conveying negative news, you can minimize potential legal issues by avoiding abusive and careless language and ________ .
providing no personal feelings or opinions in your message
Using the direct strategy to deliver bad news is appropriate for all of the following situations except ________ .
when the bad news is unexpected
Using the indirect strategy enables the writer to ________ .
keep the reader's attention until the reasons for the bad news have been explained
What is the correct order of ideas when using the indirect strategy to reveal bad news?
Buffer, reasons, bad news, pleasant close
Which of the following is the bestexample of an effective buffer in a bad-news letter denying a customer's claim?
We know that you expect superior performance from all the products you purchase from Espresso Enterprises.
Which of the following sentences delivers bad news using the passive voice?
Merchandise refunds are not given at our company without a receipt.
Select the best closing sentence of a bad-news letter.
We appreciate your interest in our organization, and we wish you the best of luck in your job search.
When you are preparing a message that will refuse a typical request, you should first determine ________ .
how the message will affect the receiver
What is the best advice to follow when dealing with disappointed customers in print or online?
Address the problems immediately and personally.
All of the following are reasons why written messages may be used to respond to disappointed customers except ________ .
to demonstrate the writer's command of the English language
One of the most important goals in a letter that refuses credit is to ________ .
retain customers on a cash basis
When delivering bad news face to face within an organization, what is the bestadvice to follow?
Outline what you have to say before delivering the bad news.
Most job refusal letters ________ .
are general, simple, and short
Readers are more likely to accept negative messages if the tone is friendly and respectful.
To be actionable (likely to result in a lawsuit), abusive language must be in writing.
Bad news messages should always be organized indirectly.
Bad news may be easier to accept when revealed gradually.
"We are sorry that mistakes were made in filling your order" is a well-written apology.
In the sentence Although we must discontinue the health club benefit, all other benefits will remain unchanged,the bad news has been de-emphasized.
References to resale information or promotion are never appropriate in bad-news messages.
When informing customers of price hikes or rate increases, you should explain the reasons by associating them to increased consumer benefits.
When delivering bad news in person, you must first decide if the negative news is newsworthy.
Letters that deny applications for employment should be courteous and tactful and offer specific information explaining why the candidate was not hired.