Question 1

The bad feelings associated with disappointing news can generally be reduced if the receiver feels that the news was revealed sensitively, thinks the matter was treated seriously, believes that the decision was fair, and

Accepted Answer

A)   knows the reason for the rejection.
B)   is told the bad news directly and bluntly.
C)   is told about his or her legal options.
D)   receives the bad news via certified mail.

Question 2

Thank you so much for asking me to speak at the university's graduation ceremony is an effective buffer in a refusal letter.

Accepted Answer

A) True 
 B)False

Question 3

Because of the potential consequences of a poorly written bad-news message, it is less important to follow the writing process and more important to be creative.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following explanations is most effective when denying a customer's request for credit?

Accepted Answer

A)   Your request for credit has been denied.
B)   Because you have not been employed for the past 15 months and have credit debts of over $4,000, we will not be able to grant you credit at this time.
C)   Although your credit rating does not meet our minimum standards, we would be happy to reconsider your application if you add a cosigner.
D)   Your failure to meet our standards will not allow us to issue you a credit account.

Question 5

In the opening of a bad-news message, the ___________ is a neutral but meaningful statement that does not mention the bad news.

Accepted Answer

buffer
Explanation:T...

Question 6

To take the spotlight off the bad news, place it at the end of a paragraph.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following statements about the ethics of delivering bad news is most accurate?

Accepted Answer

A)   Delaying the bad news in a letter is manipulative.
B)   The indirect strategy is unethical only if the writer intends to deceive the reader.
C)   Using the indirect method is a way to effectively hide the bad news from the reader.
D)   Delivering bad news is a fact of life in business, so you need not worry about ethics.

Question 8

Christian Reuter, R.D., is declining an invitation to speak about the health benefits of juice bars at the fall conference of the Health and Fitness Trainers Association (HAFTA) . Which of the following is the most effective buffer?

Accepted Answer

A)   I must decline HAFTA's invitation to speak at its fall conference.
B)   HAFTA members must be looking forward to your annual fall conference to be held in Phoenix this year.
C)   Because you requested only the benefits of juice bars, as a registered dietician I am not the speaker you need; perhaps you should contact a juice bar salesperson.
D)   I am absolutely delighted to receive your invitation to speak about health benefits of juice bars at HAFTA's fall conference!

Question 9

Business communicators act as agents of their organizations. Their words, decisions, and opinions are assumed to represent those of the organization.

Accepted Answer

A) True 
 B)False

Question 10

Business communicators should consider including a forward look, good wishes, a mention of freebies, or references to resale information or promotion in the ___________ of a bad-news letter.

Accepted Answer

closing
Explanation:Business communicato...

Question 11

In denying claims, writers use the __________-before-refusal pattern to set an empathic tone and buffer the bad news.

Accepted Answer

reasons
Explanation:...

Question 12

Using the following statement in an explanation of the reasons for the bad news could help the receiver to accept the message: Although we would like to consider installing the heating system you have offered, we are seeking a more energy-efficient, environmentally friendly unit.

Accepted Answer

A) True 
 B)False

Question 13

Using a(n) _________-voice verb enables you to depersonalize an action and cushion the bad news.

Accepted Answer

passive
Explanation:Active-voi...

Question 14

It is good company policy to approve all customer claims in order to maintain goodwill.

Accepted Answer

A) True 
 B)False

Question 15

Your secondary goals when communicating bad news are to reduce bad feelings, to convey fairness, and to

Accepted Answer

A)   present your message on high quality company letterhead.
B)   avoid legal liability for you and your organization.
C)   deliver the bad news directly.
D)   inform the reader who is to blame for the problem.

Question 16

Maya has decided to apologize briefly in the buffer of her bad-news letter to a client. Which of the following is the best apology?

Accepted Answer

A)   We take full blame for your espresso machine malfunctioning and realize that it may have even eventually caused an injury.
B)   We apologize for any inconvenience this may have caused.
C)   We sincerely apologize for the problems you experienced with your espresso machine. To prevent recurrence of this problem, we will recalibrate the heating element at no charge to you.
D)   We regret that you are unhappy with your espresso machine.

Question 17

When should the direct organizational pattern be used to communicate bad news?

Accepted Answer

A)   Never
B)   When you don't know your reader
C)   When firmness is necessary
D)   When maintaining goodwill is important

Question 18

When a company must deal with troublesome situations that cause unhappiness to customers, it must take immediate steps for effective ___________ control.

Accepted Answer

damage
Explanation:When a comp...

Question 19

If your receiver might overlook the bad news, it is appropriate to use the direct pattern.

Accepted Answer

A) True 
 B)False

Question 20

You should never include resale or sales promotion material in a negative news message.

Accepted Answer

A) True 
 B)False

Exam 7: Bad News Messages

In denying claims, writers use the __________-before-refusal pattern to set an empathic tone and buffer the bad news.

Correct AnswerverifiedreasonsExplanation:...View AnswerShow Answer

Thank you so much for asking me to speak at the university's graduation ceremony is an effective buffer in a refusal letter.

Correct AnswerverifiedShow Answer

Using a(n) _________-voice verb enables you to depersonalize an action and cushion the bad news.

Correct AnswerverifiedpassiveExplanation:Active-voi...View AnswerShow Answer

Because of the potential consequences of a poorly written bad-news message, it is less important to follow the writing process and more important to be creative.

Correct AnswerverifiedShow Answer

Business communicators act as agents of their organizations. Their words, decisions, and opinions are assumed to represent those of the organization.

Correct AnswerverifiedShow Answer

You should never include resale or sales promotion material in a negative news message.

Correct AnswerverifiedShow Answer

Using the following statement in an explanation of the reasons for the bad news could help the receiver to accept the message: Although we would like to consider installing the heating system you have offered, we are seeking a more energy-efficient, environmentally friendly unit.

Correct AnswerverifiedShow Answer

It is good company policy to approve all customer claims in order to maintain goodwill.

Correct AnswerverifiedShow Answer

In the opening of a bad-news message, the ___________ is a neutral but meaningful statement that does not mention the bad news.

Correct AnswerverifiedbufferExplanation:T...View AnswerShow Answer

Your secondary goals when communicating bad news are to reduce bad feelings, to convey fairness, and to

Correct AnswerverifiedShow Answer

Which of the following statements about the ethics of delivering bad news is most accurate?

Correct AnswerverifiedShow Answer

To take the spotlight off the bad news, place it at the end of a paragraph.

Correct AnswerverifiedShow Answer

Which of the following explanations is most effective when denying a customer's request for credit?

Correct AnswerverifiedShow Answer

Christian Reuter, R.D., is declining an invitation to speak about the health benefits of juice bars at the fall conference of the Health and Fitness Trainers Association (HAFTA) . Which of the following is the most effective buffer?

Correct AnswerverifiedShow Answer

Business communicators should consider including a forward look, good wishes, a mention of freebies, or references to resale information or promotion in the ___________ of a bad-news letter.

Correct AnswerverifiedclosingExplanation:Business communicato...View AnswerShow Answer

If your receiver might overlook the bad news, it is appropriate to use the direct pattern.

Correct AnswerverifiedShow Answer

When should the direct organizational pattern be used to communicate bad news?

Correct AnswerverifiedShow Answer

Maya has decided to apologize briefly in the buffer of her bad-news letter to a client. Which of the following is the best apology?

Correct AnswerverifiedShow Answer

When a company must deal with troublesome situations that cause unhappiness to customers, it must take immediate steps for effective ___________ control.

Correct AnswerverifieddamageExplanation:When a comp...View AnswerShow Answer

The bad feelings associated with disappointing news can generally be reduced if the receiver feels that the news was revealed sensitively, thinks the matter was treated seriously, believes that the decision was fair, and

Correct AnswerverifiedShow Answer

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reasons
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passive
Explanation:Active-voi...
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buffer
Explanation:T...
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closing
Explanation:Business communicato...
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damage
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