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Chapter 8
MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.
1) If you have to say "no," you should always
A) pull back from communicating B) deliver it directly
C) explain the reasons D) all of the above
Answer: C
Diff: 2 Page Ref: 154
2) When planning your bad-news message you should
A) determine whether or not to send the message in the first place
B) use a standard medium and tone for all audiences
C) analyze how your readers will receive your message
D) A and C above
Answer: D
Diff: 2 Page Ref: 154
3) Because your main idea in a bad-news message is negative, it is important to
A) carefully choose whether an indirect or a direct approach is best
B) always use a direct approach
C) always use an indirect approach
D) use both a direct and an indirect approach in each letter
Answer: A
Diff: 1 Page Ref: 155
4) When delivering bad news, you want to accomplish all of the following goals except
A) to encourage questions and correspondence from the reader
B) to gain acceptance for the bad news
C) to maintain a good image for your organization
D) to convey the bad news
Answer: A
Diff: 2 Page Ref: 155, 156
5) When conveying negative news it is important to always
A) convey the bad news directly
B) adopt an audience-centered tone
C) use an indirect approach
D) avoid acknowledging any emotional issues
Answer: B
Diff: 2 Page Ref: 156
6) The tone you use in a bad news letter should do all of the following except
A) let the readers know that your bad news represents a firm decision
B) retain the readers' goodwill toward your business
C) show the readers that your focus is on what is best for your business
D) help your readers preserve their pride
Answer: C
Diff: 3 Page Ref: 156
7) To create an audience-centered tone you should do all of the following except
A) use the "you" attitude B) use respectful language
C) choose positive words D) hide the bad news
Answer: D
Diff: 2 Page Ref: 156
8) To convey a "you" attitude
A) point out how your decision might actually further the audience's goals
B) assume that your audience is interested in being fair, even when they are at fault
C) show concern by looking for the best in your company
D) A and B above
Answer: D
Diff: 2 Page Ref: 156
9) Which phrase best shows the "you" attitude for a bad news message?
A) Because the garment was washed instead of dry cleaned, we cannot issue a refund.
B) Because you didn't follow the label directions, we will not refund you for the damage.
C) Because you didn't dry clean the garment as directed, we cannot refund your money.
D) none of the above
Answer: A
Diff: 3 Page Ref: 156
10) When using positive words to create an audience-centered tone, you should
A) avoid making any negative statements
B) try to ease disappointment by using favourable words and phrases
C) try to cover up the bad news
D) A and B above
Answer: D
Diff: 3 Page Ref: 156
11) If your audience is at fault
A) directly state that because they caused the problem, you cannot help them
B) do not employ the "you" attitude
C) avoid using the word "you"
D) all of the above
Answer: C
Diff: 3 Page Ref: 156
12) When using respectful language you
A) protect your audience's pride
B) avoid an accusing tone
C) use personal language to explain audience mistakes
D) A and B above
Answer: D
Diff: 1 Page Ref: 156
13) When delivering bad news, use the direct approach if
A) the news will cause your audience disappointment
B) your audience prefers the bad news first
C) the situation is minor
D) B and C above
Answer: D
Diff: 2 Page Ref: 156
14) When using the direct approach to deliver bad news, the body of your message should include
A) an action step for ways to change or lessen the bad news
B) a clear statement of the bad news
C) reasons for the decision
D) all of the above
Answer: C
Diff: 2 Page Ref: 156
15) When using the direct approach to deliver bad news, the opening of your message should
A) include a goodwill statement aimed at maintaining a good relationship with the reader
B) offer explanations for the bad news
C) give a clear statement of the bad news
D) provide an apology
Answer: C
Diff: 2 Page Ref: 156
16) When using the direct approach to deliver bad news, the closing should include
A) an apology
B) a goodwill statement aimed at maintaining a good relationship with the reader
C) an action step for those who want to appeal or contest the bad news
D) an explanation for the bad news
Answer: B
Diff: 2 Page Ref: 156
17) The advantages of a direct approach with bad news include
A) it provides more detail B) it makes the message shorter
C) it delivers the message more gently D) all of the above
Answer: B
Diff: 3 Page Ref: 156
18) The direct approach for delivering bad news is best for people who
A) frequently get bad news B) are unfamiliar with your company
C) you do not know well D) all of the above
Answer: A
Diff: 2 Page Ref: 157
19) An indirect approach for delivering bad news is best when
A) the reader needs to be eased into the bad news
B) the audience prefers bad news first
C) the bad news might prevent the audience from reading the rest of the message
D) A and C above
Answer: D
Diff: 1 Page Ref: 157
20) When using an indirect approach to deliver bad news, the opening should
A) clearly state the bad news B) include a buffer
C) give the reasons for the bad news D) all of the above
Answer: B
Diff: 2 Page Ref: 157
21) When using an indirect approach to deliver bad news, the body should
A) hint at the bad news
B) offer an explanation of the reasons for the bad news
C) include a buffer
D) all of the above
Answer: B
Diff: 2 Page Ref: 157
22) A good buffer should be
A) neutral B) irrelevant
C) pleasant D) A and C above
Answer: D
Diff: 2 Page Ref: 158
23) An apology
A) should be stated at the end of your buffer
B) should be stated at the beginning of your buffer
C) should usually not be included in the buffer
D) should include an explanation of your reasons for the bad news in the buffer
Answer: C
Diff: 3 Page Ref: 158
24) When using an indirect approach to deliver bad news, the reasons you provide should
A) convince the audience that the decision is justified
B) be comprehensive
C) explain why you reached your decision before you explain what that decision is
D) all of the above
Answer: D
Diff: 2 Page Ref: 158
25) When explaining the reasons for the bad news, it is a good idea to
A) apologize for unfavourable news
B) show how the negative news could benefit the reader
C) point out that you are following company policy
D) all of the above
Answer: B
Diff: 3 Page Ref: 158
26) When explaining the reasons for bad news, an apology should
A) never be stated; it gives the wrong impression
B) always be stated immediately
C) only be given when your company has made a severe mistake
D) always be stated at the end
Answer: C
Diff: 2 Page Ref: 158
27) Types of buffers that can be used include
A) good news B) appreciation
C) disagreement D) A and C above
Answer: D
Diff: 2 Page Ref: 159
28) A buffer that uses fairness
A) assures the reader that you have closely examined and considered the problem
B) expresses sincere thanks for receiving something
C) states a point on which you and the reader agree
D) none of the above
Answer: A
Diff: 2 Page Ref: 159
29) Resale in a buffer
A) tries to sell the customer something he or she has already purchased
B) makes the customer want to buy more things
C) discusses the product or company related to the subject of the letter
D) all of the above
Answer: C
Diff: 2 Page Ref: 159
30) Don't explain the reasons for the bad news if the reasons
A) are purely negative B) are very simple
C) benefit only you or your company D) A and C above
Answer: D
Diff: 2 Page Ref: 159
31) Well-written reasons for a refusal are all of the following except
A) Detailed B) Apologetic
C) Individualized D) Tactful
Answer: B
Diff: 2 Page Ref: 159
32) To clearly and kindly say no, you should do all of the following except
A) offer an immediate apology
B) de-emphasize the bad news
C) tell the audience what you can or will do rather than what you cannot or will not do
D) imply that the audience might someday receive a favourable answer
Answer: A
Diff: 3 Page Ref: 159, 160
33) To de-emphasize bad news
A) minimize the time and space devoted to the bad news
B) put the actual bad news in a subordinate clause
C) lead with the bad news in the opening of a paragraph
D) A and B above
Answer: D
Diff: 3 Page Ref: 160
34) Which of the following statements does the best job of delivering the bad news clearly and kindly?
A) Several other applicants were far more qualified for the position than you were, so we cannot offer you the job.
B) Because you do not have the experience we clearly listed in the job posting, we cannot offer you the position.
C) Although you currently do not have the master's degree that we require for this position, we would be happy to reconsider your application once you have completed your degree.
D) I am sorry to have to tell you that you were not selected for the position.
Answer: C
Diff: 3 Page Ref: 160
35) When closing a bad-news message, you should
A) restate the bad news B) be confident and sincere
C) offer to answer further questions D) all of the above
Answer: B
Diff: 2 Page Ref: 161
36) The closing of a bad-news message should not
A) encourage further correspondence
B) anticipate further problems
C) show any doubt about keeping the reader as a customer
D) all of the above
Answer: D
Diff: 2 Page Ref: 161
37) Which of the following is the most effective close for a letter rejecting a job applicant?
A) We hope that despite this rejection you will continue to frequent our establishments.
B) Again, we are sorry that we cannot offer you a position at this time.
C) I wish you the best of luck in your job search. I am sure that you will find a match for your skills and interests.
D) If you have any questions about our decision, don't hesitate to contact us.
Answer: C
Diff: 3 Page Ref: 160, 161
38) When refusing a request for information, you should
A) use an indirect approach
B) use a direct approach
C) use either a direct or indirect approach
D) use neither the direct nor indirect approach
Answer: C
Diff: 2 Page Ref: 161
39) When refusing an invitation or a request for a favor, your use of the direct or indirect approach will depend on
A) how often the request has been made in the past
B) your relationship with the reader
C) how many readers you are addressing
D) all of the above
Answer: B
Diff: 3 Page Ref: 161
40) When you are refusing a request and you do not know the reader well, it is best to use the
A) formal approach B) combination approach
C) indirect approach D) direct approach
Answer: C
Diff: 2 Page Ref: 161
41) When delivering bad news to a customer about an order, you should do all of the following except
A) explain all the details of why the order was incorrect
B) maintain an optimistic, confident tone
C) keep instructions or additional information as clear as possible
D) work toward an eventual sale along the lines of the original order
Answer: A
Diff: 3 Page Ref: 161
42) When you must backorder an item and you cannot send customers any portion of their order, you should
A) use a direct approach
B) explain the reasons for not filling the order promptly
C) confirm the sale in your buffer
D) B and C above
Answer: D
Diff: 3 Page Ref: 164
43) When refusing a claim you should be sure to
A) show that you understand the complaint
B) apologize to the customer
C) explain that your decision is a result of company policy
D) all of the above
Answer: A
Diff: 3 Page Ref: 164
44) In the workplace you may need to write a bad news letter about company decisions affecting your customers. Examples include
A) changes in company policy
B) problems with company performance
C) popular company operations
D) A and B above
Answer: D
Diff: 2 Page Ref: 164
45) If you were writing to convey an increase in prices to your own sales department, they may
A) see the change as improving your product’s competitive advantage
B) threatening their income
C) possibly even threatening their jobs
D) B and C above
Answer: D
Diff: 2 Page Ref: 164
TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.
46) The most damaging “no” is usually the one you don’t explain.
Answer: TRUE
Diff: 1 Page Ref: 154
47) When planning your bad-news message, determine whether your readers would prefer a direct or an indirect approach.
Answer: TRUE
Diff: 1 Page Ref: 154
48) Tone and word choice are unimportant in a bad-news message. What really matters is clearly delivering the information.
Answer: FALSE
Diff: 2 Page Ref: 155, 156
49) When delivering bad news, you want to try to get the readers to agree that the news is fair and reasonable.
Answer: TRUE
Diff: 1 Page Ref: 155
50) One of the main goals when delivering bad news is to maintain a good image for your organization.
Answer: TRUE
Diff: 1 Page Ref: 156
51) When delivering bad news, point out how the decision might actually further your reader's goals.
Answer: TRUE
Diff: 2 Page Ref: 156
52) When your audience is at fault, you should directly say so. This will keep your company from looking negligent.
Answer: FALSE
Diff: 2 Page Ref: 156
53) When your audience is at fault, observe the "you" attitude by avoiding the word you.
Answer: TRUE
Diff: 3 Page Ref: 156
54) Use positive words to try to hide the bad news.
Answer: FALSE
Diff: 3 Page Ref: 156
55) You can ease disappointment by using positive words rather than negative ones.
Answer: TRUE
Diff: 1 Page Ref: 156
56) You should use the direct approach for a bad-news method only for particularly negative or difficult news.
Answer: FALSE
Diff: 2 Page Ref: 156
57) When the opening of a negative message includes a clear statement of the bad news, you are using the direct approach.
Answer: TRUE
Diff: 2 Page Ref: 156
58) The closing of a bad-news message should provide the reader with an explanation and a rationale for the negative message.
Answer: FALSE
Diff: 2 Page Ref: 156
59) In some bad-news situations, a direct approach would be inappropriate.
Answer: TRUE
Diff: 2 Page Ref: 157
60) In an indirect approach to delivering bad news, the body would provide explanations for the bad news before delivering the negative message.
Answer: TRUE
Diff: 2 Page Ref: 157
61) Apologies will only weaken the explanation of the unfavourable news; they do not usually belong in the buffer.
Answer: TRUE
Diff: 2 Page Ref: 158
62) A buffer should get the readers in a positive frame of mind by letting them think that they will be pleased with the news they are about to hear.
Answer: FALSE
Diff: 2 Page Ref: 157, 158
63) Avoid saying "no" in a buffer.
Answer: TRUE
Diff: 2 Page Ref: 158
64) Avoid apologizing when giving reasons for a refusal
Answer: TRUE
Diff: 2 Page Ref: 158
65) A bad-news message should always provide a thorough explanation of the reasons for the bad news.
Answer: FALSE
Diff: 3 Page Ref: 158
66) One way to de-emphasize bad news is to put it in the middle of a paragraph or use a parenthetical expression.
Answer: TRUE
Diff: 2 Page Ref: 160
67) By implying the bad news, you may not actually need to state it.
Answer: TRUE
Diff: 2 Page Ref: 160
68) The close of a bad-news message should anticipate possible future problems.
Answer: FALSE
Diff: 3 Page Ref: 160
69) The close of a bad-news letter should offer to answer additional questions and provide further answers if needed.
Answer: FALSE
Diff: 3 Page Ref: 160
70) When refusing a request for information, you should always use the direct approach.
Answer: FALSE
Diff: 2 Page Ref: 161
71) When refusing a claim or a request for an adjustment, it is usually best to use an indirect approach.
Answer: TRUE
Diff: 2 Page Ref: 161
72) When you refuse a claim, it is a good idea to offer some alternative action.
Answer: TRUE
Diff: 2 Page Ref: 161
73) In a message to a customer, using sales promotion means adding favourable comments that encourage interest in goods or services that the customer has not already committed to purchase.
Answer: TRUE
Diff: 2 Page Ref: 162, 163
74) Whether you are reporting to a supervisor or announcing your news to the media, the particular situation dictates whether to use the direct or indirect approach.
Answer: TRUE
Diff: 2 Page Ref: 164
75) If you were telling your bookkeeping department about an increase in proves, chances are they would be very emotional about the matter.
Answer: FALSE
Diff: 2 Page Ref: 164
SHORT ANSWER. Write the word or phrase that best completes each statement or answers the question.
76) In bad-news messages, it is important to create an audience-centered __________.
Answer: Tone
Diff: 3 Page Ref: 156
77) Conveying a/an __________ attitude is crucial to every message you write, especially when conveying bad news.
Answer: You
Diff: 3 Page Ref: 156
78) To create an audience-centered message, it is important to choose __________ words that can ease disappointment.
Answer: Positive
Diff: 2 Page Ref: 156
79) When a bad-news message gives the bad news in the opening paragraph, the writer is using a/an __________ approach.
Answer: Direct
Diff: 2 Page Ref: 156, 157
80) When using an indirect approach to deliver bad news, you should open with a neutral, noncontroversial statement called a/an __________.
Answer: Buffer
Diff: 2 Page Ref: 157
81) The two main types of bad-news messages are __________ and __________.
Answer: Choices here can include: 1) negative answers to routine requests 2) negative organizational news
Diff: 3 Page Ref: 161-163
82) One goal in bad news letters is to limit future ____________.
Answer: Correspondence
Diff: 3 Page Ref: 161
83) By __________ bad news, you may not have to actually state it.
Answer: Implying
Diff: 3 Page Ref: 160
84) In bad news letters, it would be __________ to overemphasize the positive
Answer: Unethical
Diff: 3 Page Ref: 160
85) A favourable comment about a product or service that a customer has already purchased is called __________.
Answer: Resale information
Diff: 3 Page Ref: 160
86) Favourable comments that encourage interest in goods and services that the reader has not yet committed to purchase are called __________.
Answer: Sales promotion
Diff: 3 Page Ref: 160
87) Almost every customer who makes a claim is __________ involved.
Answer: Emotionally
Diff: 3 Page Ref: 164
88) When conveying bad news about your company, focus on the reasons and possible __________.
Answer: Benefits
Diff: 3 Page Ref: 167
89) In closing a bad news letter, be sincere. Steer clear of __________ that are insincere in view of the bad news.
Answer: Clichés
Diff: 3 Page Ref: 160, 161
90) When refusing a claim, avoid language that will have a __________ affect on the reader.
Answer: Negative
Diff: 3 Page Ref: 164
91) When explaining the reasons for bad news, carefully word them so that the readers can __________ the bad news.
Answer: Anticipate
Diff: 3 Page Ref: 162-164
92) When refusing a claim ____________ language that might have a negative affect on the reader.
Answer: Avoid
Diff: 2 Page Ref: 164
93) When you refuse a claim end you letter on a ____________ note, and try to suggest some alternative action.
Answer: Respectful
Diff: 2 Page Ref: 164
ESSAY. Write your answer in the space provided or on a separate sheet of paper.
94) What are the five main goals when delivering bad news?
Answer: 1) to convey the bad news 2) to gain acceptance for it 3) to maintain as much goodwill as possible with your audience 4) to maintain a good image for your organization 5) to reduce or eliminate the need for future correspondence on the matter.
Diff: 3 Page Ref: 155, 156
95) What are the two main guidelines you should follow when writing a bad-news message?
Answer: 1) Adopt an audience-centered tone. 2) Organize your message to meet your audience's needs and expectations by using either the direct or the indirect approach.
Diff: 3 Page Ref: 155, 156
96) Describe the three techniques for creating an audience-centered tone.
Answer: 1) Use the "you" attitude. Point out how your decision might actually further your audience's goals. 2) Choose positive words. Don't hide the bad news, but deliver it with positive rather than negative words. 3) Use respectful language. Use language that conveys respect and avoids an accusing tone.
Diff: 3 Page Ref: 156
97) Rewrite the following sentence using the "you" attitude and impersonal language.
We cannot issue you a refund for your blender because you put it in the dishwasher even though the directions clearly state that should not be done.
Answer: We cannot issue you a refund for the broken blender because, contrary to label directions, it was put in the dishwasher.
Diff: 3 Page Ref: 156
98) Rewrite the following phrase using positive words rather than negative ones.
You made a mistake on this bill.
Answer: The bill was incorrectly calculated. [or] A mistake was made on the bill.
Diff: 2 Page Ref: 156
99) Rewrite the following phrase using positive words rather than negative ones.
Because your payment was late, we cannot ship your order until next month.
Answer: Your order will be shipped next month. [or] Because payment was delayed, your order will be shipped next month.
Diff: 2 Page Ref: 156
100) Describe the elements of a bad-news message that uses the direct approach.
Answer: The opening should start with a clear statement of the bad news. The body should give the reasons for the bad news. The closing should end with a positive statement aimed at maintaining a good relationship with the audience.
Diff: 3 Page Ref: 156, 157
101) Describe the elements of a bad-news message that uses an indirect approach.
Answer: Begin with a buffer-a neutral, noncontroversial statement that is related to the point of the message. Follow with the reasons for the bad news. Then state the bad news as diplomatically as possible. Emphasize any good news and de-emphasize the bad. End with a positive, forward-looking statement that is helpful and friendly and tries to preserve goodwill.
Diff: 3 Page Ref: 157
102) Briefly describe the eight characteristics of an effective buffer.
Answer: 1) Sincere-never open with insincere flattery. 2) Relevant-don't use an unrelated buffer. It will look like you are trying to avoid the issue. 3) Not misleading-avoid implying that good news is coming. 4) Neutral-avoid saying "no" in the opening. An audience encountering a blunt refusal at the beginning usually reacts negatively to the rest of the message. 5) Respectful-avoid a know-it-all tone. 6) Succinct-avoid wordy and irrelevant phrases. 7) Assertive-avoid apologizing; it weakens the explanation of your unfavourable news. 8) Brief-keep your buffer short.
Diff: 3 Page Ref: 157, 158
103) Describe the three techniques for saying no as clearly and kindly as possible.
Answer: 1) De-emphasize the bad news-devote less space to it, embed it in the middle of a paragraph or in a parenthetical expression. 2) Use a conditional (if or when) statement to imply that the audience might someday receive a favourable answer. 3) Tell the audience what you did do, can do, or will do rather than what you did not do, cannot do, or will not do.
Diff: 3 Page Ref: 160
104) Rewrite the following negative statement in a more positive way.
We cannot offer you the position.
Answer: The position has been filled.
Diff: 2 Page Ref: 155, 156
105) Describe the five guidelines to follow when using the indirect approach to close a negative message.
Answer: 1) Keep it positive. Don't apologize or refer to the bad news. Don't express doubt that your decision will be accepted. 2) Limit further correspondence. Don't offer to answer additional questions or to discuss the issue further. 3) Be optimistic about the future. Don't anticipate problems. 4) Be sincere. Avoid clichés that are insincere. 5) Be confident. Don't show any doubt about keeping the person as a customer.
Diff: 3 Page Ref: 160, 161
106) Describe the two common types of bad organizational news.
Answer: A) Bad news about a product: This could relate to product sales or to a need to increase prices. If this news is delivered within the company, the response is likely to be unemotional and thus the direct method can be used. If external, to customers, use the indirect approach. Customers never like to pay more. B) Company decisions affecting customers: changes in company policy, problems with company performance, and controversial or unpopular company operations. How you handle these issues depends greatly on the details of each situation.
Diff: 3 Page Ref: 161, 164
107) What are the three situations that require bad-news letters about company operations or performance?
Answer: 1) a change in company policy or future plans that will have a negative effect on the reader 2) problems with company performance 3) controversial or unpopular company operations
Diff: 2 Page Ref: 164
108) Suppose you have to communicate information about increasing product prices. Describe your approach and the likely reactions from your bookkeeping department and your sales department.
Answer: You should use the direct approach for your bookkeeping department. Although your audience will have to make some arithmetical adjustments, chances are they will be unemotional about the change. On the other hand, your sales department will likely react very differently and you may want to use the indirect approach. The sales department may see the change as weakening your product’s competitive advantage, threatening their income and/or perhaps even their jobs.
Diff: 3 Page Ref: 164