Exam 7: Delivering Bad-News Messages

A) choose not to respond to customer requests for credit.
B) choose to omit from their letters the explanation for credit denial.
C) make the name and address of the credit bureau inaccessible to the consumer.
D) refuse credit by phone rather than in writing.

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•Emphasize the positive and de-emphasize...

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A) showing management's display of respect for employees.
B) providing an opportunity for management to build unity and trust.
C) allowing employees to pose questions to management.
D) All of the above.

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A) notes the date of the message being answered.
B) expresses gratitude for the time the receiver took to write.
C) provides an immediate answer to the receiver's request.
D) makes a neutral comment related to the main idea.

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A) identifying who made the error.
B) offering input that could benefit many.
C) getting even for the mistake that was made.
D) none of the above.

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A) Use the inductive approach.
B) Provide a vague reason to minimize the receiver's disappointment.
C) Use the direct approach.
D) Follow the bad news with adequate reasons.

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A) Passive voice and abstract nouns as the subjects of sentences
B) Passive voice and the placement of the negative message in an independent clause
C) Active voice and positive language
D) Active voice and placement of the negative message in the dependent clause

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A) The writer should focus on the good rather than the bad.
B) The writer should present the negative ideas in positive terms when possible.
C) The writer should state what can be done rather than what cannot be done.
D) The writer should state the bad news early and reinforce it throughout the message.

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A) Employee morale, like customer goodwill, is fragile and easily damaged.
B) Sensitive handling of bad news related to the organization can help build unity and trust.
C) Delivering bad news as soon as possible minimizes damage resulting from rumors and shows respect for employees.
D) The most effective approach is to use one strong communication method for communicating with employees.

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