Chapter 8 Self-Quiz

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. What is the goal in communicating a negative message?

demonstrate the logic of the bad news correct incorrect

state the bad news clearly by placing it at the beginning and again at the end correct incorrect

promote follow-up discussion about the bad news correct incorrect

erode goodwill correct incorrect

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. How many times should the bad news be included in a message?

once correct incorrect

twice, in the opening and the closing correct incorrect

in each paragraph correct incorrect

throughout the message correct incorrect

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. What should you do to develop an effective tone for your negative message?

Plead for the reader's understanding. correct incorrect

Apologize profusely for the bad news. correct incorrect

Assume the reader will accept the news. correct incorrect

Be tactful. correct incorrect

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. Which writing plan should be used to structure negative messages?

direct correct incorrect

indirect correct incorrect

neither correct incorrect

either, depending on the context and expected reader reaction correct incorrect

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. What does an effective buffer do?

forecasts the bad news correct incorrect

leads the reader to think good news will follow correct incorrect

establishes rapport with the reader correct incorrect

increases reader surprise about the bad news correct incorrect

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. Which of the following should NOT be included in a buffer?

an expression of appreciation correct incorrect

an expression of agreement correct incorrect

a chronology of past communication correct incorrect

a hint that positive news will follow correct incorrect

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. When should you use the direct approach for negative messages?

when you don't know the reader well correct incorrect

when important information would be overlooked otherwise correct incorrect

when the reader isn't expecting the message correct incorrect

when the reader will likely respond negatively correct incorrect

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. A direct bad news message should NOT include which of the following?

a statement of the bad news in the opening correct incorrect

an explanation for the bad news correct incorrect

an alternative correct incorrect

a reminder of the bad news in the closing correct incorrect

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. How can a writer de-emphasize bad news?

by placing it in an independent clause correct incorrect

by implying the refusal correct incorrect

by using active voice correct incorrect

by using short sentences correct incorrect

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. When explaining reasons for bad news, what should writers do?

Use positive or neutral words. correct incorrect

Use technical language to evade issues. correct incorrect

Express a personal opinion. correct incorrect

Mechanically state the company policy. correct incorrect

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. Which sentence refuses the request most effectively?

Although we would like to help you, we cannot give you a refund on the jacket you purchased. correct incorrect

Although a refund cannot be given, we can give you a 50% discount on tailoring costs of the jacket. correct incorrect

We cannot give you a refund on the jacket. correct incorrect

We cannot give you a refund on the jacket, but we think it looks really nice on you. correct incorrect

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. Which sentence uses the passive voice to de-emphasize bad news?

Our store must decline the request for a donation. correct incorrect

A donation cannot be granted this season. correct incorrect

TJ Sporting Goods regrets to inform you that we cannot donate to your team. correct incorrect

Although we would like to help you, we cannot donate equipment. correct incorrect

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. A customer has ordered an item that you do not have in stock right now. Which sentence would imply the bad news?

Although we can't ship you the GT04 model, we can send you the GT06 model. correct incorrect

The GT04 model is out of stock. correct incorrect

We can ship only the in-stock model, the GT06. correct incorrect

I can't ship the GT04 model right now. correct incorrect

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. What is the purpose of a goodwill closing in a negative message?

normalizes business relationships correct incorrect

invites further correspondence correct incorrect

apologizes for the bad news correct incorrect

All of the above. correct incorrect

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. Where should bad news be placed?

in a short simple sentence correct incorrect

in a bulleted list correct incorrect

in a dependent clause correct incorrect

in a text box correct incorrect

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. Which of the following is NOT a disadvantage of the indirect approach in bad news messages?

Readers may be suspicious of the true intent of the message. correct incorrect

Readers may see the indirectness as manipulative. correct incorrect

Readers may not have the time or patience for a longer message. correct incorrect

Readers have to pay more for the message. correct incorrect

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. In which circumstance is it best to use a direct approach to delivering bad news?

when you don't know the reader well correct incorrect

when the bad news isn't anticipated correct incorrect

when the reader prefers conciseness correct incorrect

when you expect a strong reaction correct incorrect

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. In which circumstance is it best to use an indirect approach to delivering bad news?

when you know the reader well correct incorrect

when the news is expected correct incorrect

when you don't know the reader well correct incorrect

when the reader prefers conciseness correct incorrect

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. Which of the following is true about apologies in bad news messages?

They are incriminating and should never be included in business communication. correct incorrect

They can admit liability and should be crafted carefully. correct incorrect

They should be issued by companies for all errors. correct incorrect

They should be placed at the end of the message. correct incorrect

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. Which is NOT a type of bad news message?

a request refusal correct incorrect

a proposal correct incorrect

a claim refusal correct incorrect

a rejection letter to a job applicant correct incorrect

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. What should a rejection letter to an applicant that was interviewed for a job include?

a clear rejection in the opening sentence and a reminder in the closing correct incorrect

a detailed list of all of the applicant's personal deficiencies to justify your decision correct incorrect

a reassurance that if it had been up to you, you would have hired the applicant correct incorrect

a statement of the rejection only once with a personal tone correct incorrect

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. Which of the following should you do when communicating bad news to employees?

Always write using the same methods used for writing for customers. correct incorrect

Write less skillfully than you would for customers. correct incorrect

Use the direct approach. correct incorrect

Use the direct or indirect approach depending on the culture and severity of the bad news. correct incorrect

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. What should you do when declining an invitation?

Indicate that you won't attend at the beginning of the message. correct incorrect

Compliment the reader and express appreciation for the invitation. correct incorrect

Indicate that you won't attend throughout the message. correct incorrect

List all the reasons why you can't attend, even if they're trivial. correct incorrect

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. Which statement about corporate use of social media is NOT true?

Social media expands marketing and promotion opportunities. correct incorrect

Social media allows companies to learn from their customers. correct incorrect

Social media minimizes the consequences of customer complaints. correct incorrect

Social media comments from customers influence other existing and potential customers. correct incorrect

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. Which strategy is recommended to handle a customer complaint posted on social media?

Take as much time as you want to carefully craft a good response. correct incorrect

Defend your organization even if it leads to conflict. correct incorrect

Move the conversation to e-mail or phone. correct incorrect

Continue the communication on social media. correct incorrect