Chapter 8 Self-Quiz

What is the goal in communicating a negative message?

demonstrate the logic of the bad news

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

promote follow-up discussion about the bad news

erode goodwill

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

once

twice, in the opening and the closing

in each paragraph

throughout the message

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

Plead for the reader's understanding.

Apologize profusely for the bad news.

Assume the reader will accept the news.

Be tactful.

Which writing plan should be used to structure negative messages?

direct

indirect

neither

either, depending on the context and expected reader reaction

What does an effective buffer do?

forecasts the bad news

leads the reader to think good news will follow

establishes rapport with the reader

increases reader surprise about the bad news

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

an expression of appreciation

an expression of agreement

a chronology of past communication

a hint that positive news will follow

When should you use the direct approach for negative messages?

when you don't know the reader well

when important information would be overlooked otherwise

when the reader isn't expecting the message

when the reader will likely respond negatively

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

a statement of the bad news in the opening

an explanation for the bad news

an alternative

a reminder of the bad news in the closing

How can a writer de-emphasize bad news?

by placing it in an independent clause

by implying the refusal

by using active voice

by using short sentences

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

Use positive or neutral words.

Use technical language to evade issues.

Express a personal opinion.

Mechanically state the company policy.

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.

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

We cannot give you a refund on the jacket.

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

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

Our store must decline the request for a donation.

A donation cannot be granted this season.

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

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

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.

The GT04 model is out of stock.

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

I can't ship the GT04 model right now.

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

normalizes business relationships

invites further correspondence

apologizes for the bad news

All of the above.

Where should bad news be placed?

in a short simple sentence

in a bulleted list

in a dependent clause

in a text box

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.

Readers may see the indirectness as manipulative.

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

Readers have to pay more for the message.

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

when you don't know the reader well

when the bad news isn't anticipated

when the reader prefers conciseness

when you expect a strong reaction

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

when you know the reader well

when the news is expected

when you don't know the reader well

when the reader prefers conciseness

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

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

They can admit liability and should be crafted carefully.

They should be issued by companies for all errors.

They should be placed at the end of the message.

Which is NOT a type of bad news message?

a request refusal

a proposal

a claim refusal

a rejection letter to a job applicant

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

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

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

a statement of the rejection only once with a personal tone

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

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

Write less skillfully than you would for customers.

Use the direct approach.

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

What should you do when declining an invitation?

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

Compliment the reader and express appreciation for the invitation.

Indicate that you won't attend throughout the message.

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

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

Social media expands marketing and promotion opportunities.

Social media allows companies to learn from their customers.

Social media minimizes the consequences of customer complaints.

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

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.

Defend your organization even if it leads to conflict.

Move the conversation to e-mail or phone.

Continue the communication on social media.

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