Question 1

The bad feelings associated with disappointing news can generally be reduced if the reader is not told the reasons for the rejection.

Accepted Answer

A) True 
 B)False

Question 2

Although I am unable to speak to your class at this time, I sincerely appreciate your invitation effectively positions the bad news by placing it in a subordinate clause.

Accepted Answer

A) True 
 B)False

Question 3

Several techniques can be used to close a bad-news message positively. List four of these techniques and give an original example of each.

Accepted Answer

Student answers will vary but should inc...

Question 4

Wesley has included this opening statement in a bad-news message to a client: We both realize that the current economic downturn has resulted in lower stock prices. What kind of buffer is this?

Accepted Answer

A)  Compliment 
B)  Agreement 
C)  Appreciation 
D)  Best newsE) All of the above
F) None of the above

Question 5

Many techniques can be used to cushion the bad news. List four of these techniques, and give an original example of each.

Accepted Answer

Student answers will vary but should inc...

Question 6

Because bad news can be difficult for a reader to accept, it must always be delivered using the indirect method.

Accepted Answer

A) True 
 B)False

Question 7

Select the best buffer to open a letter that refuses a request from a local nonprofit organization for a charitable donation.

Accepted Answer

A)  This is to inform you that your kind letter of May 14 has been directed to me for reply.
B)  We have received your letter requesting a donation to your annual fund-raiser.
C)  The services you provide for homeless families in our community are necessary and important.
D)  Although we admire what your organization does for our community, unfortunately, we are unable to donate to your fund-raiser at this time.E) None of the above
F) B) and C)

Question 8

The purpose of a buffer statement in a negative message is to

Accepted Answer

A)  ensure that the company avoids legal liability.
B)  reduce the reader's shock or pain related to the bad news.
C)  inform the reader of the reasons for the bad news.
D)  explain company policy regarding the bad-news message.E) None of the above
F) A) and B)

Question 9

One reason that customers leave complaint messages on social networking sites such as Facebook and Twitter is that they may receive faster responses to online postes and tweets than to customer service calls.

Accepted Answer

A) True 
 B)False

Question 10

Which of the following is the best advice during Phase 1 of the writing process when delivering negative news?

Accepted Answer

A)  One of your first considerations should be to determine how the message will affect your company.
B)  To show sensitivity, you should always deliver bad news using the indirect method.
C)  Delivering negative news in a letter on company stationery will be more impressive than in an e-mail.
D)  All of these choices.E) C) and D)
F) All of the above

Question 11

What is the best advice for closing a bad-news letter?

Accepted Answer

A)  Apologize profusely to the reader.
B)  Give a clear explanation of the reasons for the bad news.
C)  Restate the bad news to make sure that the reader understands it.
D)  Close with something forward looking that assumes future business.E) A) and B)
F) A) and C)

Question 12

Morale can be destroyed when employees learn of major events affecting their jobs through the ____________________ or from news accounts⎯rather than from management.

Accepted Answer

The answer of Morale can be destroyed when employees learn...

Question 13

You are opening a new restaurant and realize that customers might post reviews online. What should you do?

Accepted Answer

A)  Recognize social networks as an important communication channel.
B)  Try to monitor comments.
C)  Use social media sites to interact with customers.
D)  You should do all of these.E) None of the above
F) A) and B)

Question 14

Goldstar Investments has just learned that it is being sued for securities fraud. What should top management at Goldstar do?

Accepted Answer

A)  Nothing. The media may never find out.
B)  Have someone leak the news to the media.
C)  Hold a press conference to announce the bad news before the media does.
D)  Disappear and hide out in a foreign country.E) All of the above
F) None of the above

Question 15

What statement about delivering bad news within an organization is most accurate?

Accepted Answer

A)  A tactful tone is useful when communicating bad news within organizations.
B)  Bad news within organizations should always be delivered using the direct organizational pattern.
C)  Generally, bad news within organizations is better received when the reasons are given after the bad news.
D)  Bad news within organizations should always be delivered in writing.E) B) and C)
F) A) and C)

Question 16

A customer has posted a negative comment on your company's Facebook about her dissatisfaction with the customer service she received. What should you do?

Accepted Answer

A)  Delete the comment immediately before too many people see it.
B)  File a lawsuit against the customer for libel.
C)  Reply to the customer's post within 24 hours.
D)  Ignore the comment.E) A) and B)
F) C) and D)

Question 17

Jeannie must deliver bad news to her staff in person, and she knows they'll be upset. What should Jeannie do first to prepare for the meeting?

Accepted Answer

A)  Practice what she will say during the meeting.
B)  Call each staff member to give them fair warning that bad news is coming.
C)  Gather all relevant information.
D)  Hire a body guard.E) A) and D)
F) C) and D)

Question 18

Shannon was angry about something that happened at work and called her boss a "fraudster" and a "criminal" on her personal Facebook page. What has Shannon done that might lead to legal difficulties?

Accepted Answer

A)  By trying to make herself look better than her boss, she is guilty of the "good-guy syndrome." 
B)  She has used careless language.
C)  She has used abusive language.
D)  She has done nothing wrong because she made the posting on her personal Facebook page.E) A) and D)
F) A) and C)

Question 19

Cassandra will be writing a bad-news letter to a customer and wants to follow the four-part indirect plan. In what order should she organize her letter?

Accepted Answer

A)  Bad news, reasons, buffer, closing 
B)  Buffer, bad news, reasons, closing 
C)  Buffer, reasons, bad news, closing 
D)  Reasons, bad news, buffer, closingE) A) and B)
F) A) and C)

Question 20

You cannot be prosecuted for transmitting a harassing or libelous message if you post it to a social networking site such as Facebook or Twitter.

Accepted Answer

A) True 
 B)False

Exam 9: Negative Messages

The bad feelings associated with disappointing news can generally be reduced if the reader is not told the reasons for the rejection.

Correct AnswerverifiedShow Answer

Cassandra will be writing a bad-news letter to a customer and wants to follow the four-part indirect plan. In what order should she organize her letter?

Correct AnswerverifiedShow Answer

Many techniques can be used to cushion the bad news. List four of these techniques, and give an original example of each.

Correct AnswerverifiedStudent answers will vary but should inc...View AnswerShow Answer

The purpose of a buffer statement in a negative message is to

Correct AnswerverifiedShow Answer

What statement about delivering bad news within an organization is most accurate?

Correct AnswerverifiedShow Answer

What is the best advice for closing a bad-news letter?

Correct AnswerverifiedShow Answer

Select the best buffer to open a letter that refuses a request from a local nonprofit organization for a charitable donation.

Correct AnswerverifiedShow Answer

Although I am unable to speak to your class at this time, I sincerely appreciate your invitation effectively positions the bad news by placing it in a subordinate clause.

Correct AnswerverifiedShow Answer

One reason that customers leave complaint messages on social networking sites such as Facebook and Twitter is that they may receive faster responses to online postes and tweets than to customer service calls.

Correct AnswerverifiedShow Answer

You are opening a new restaurant and realize that customers might post reviews online. What should you do?

Correct AnswerverifiedShow Answer

Because bad news can be difficult for a reader to accept, it must always be delivered using the indirect method.

Correct AnswerverifiedShow Answer

You cannot be prosecuted for transmitting a harassing or libelous message if you post it to a social networking site such as Facebook or Twitter.

Correct AnswerverifiedShow Answer

Goldstar Investments has just learned that it is being sued for securities fraud. What should top management at Goldstar do?

Correct AnswerverifiedShow Answer

A customer has posted a negative comment on your company's Facebook about her dissatisfaction with the customer service she received. What should you do?

Correct AnswerverifiedShow Answer

Morale can be destroyed when employees learn of major events affecting their jobs through the ____________________ or from news accounts⎯rather than from management.

Correct AnswerverifiedShow Answer

Which of the following is the best advice during Phase 1 of the writing process when delivering negative news?

Correct AnswerverifiedShow Answer

Shannon was angry about something that happened at work and called her boss a "fraudster" and a "criminal" on her personal Facebook page. What has Shannon done that might lead to legal difficulties?

Correct AnswerverifiedShow Answer

Wesley has included this opening statement in a bad-news message to a client: We both realize that the current economic downturn has resulted in lower stock prices. What kind of buffer is this?

Correct AnswerverifiedShow Answer

Jeannie must deliver bad news to her staff in person, and she knows they'll be upset. What should Jeannie do first to prepare for the meeting?

Correct AnswerverifiedShow Answer

Several techniques can be used to close a bad-news message positively. List four of these techniques and give an original example of each.

Correct AnswerverifiedStudent answers will vary but should inc...View AnswerShow Answer

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Student answers will vary but should inc...
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