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WorksheetsUnit 3 Review Ch 9 Business Comm
Total questions: 25
Worksheet time: 13mins
Receivers of bad news are less disappointed if they know the reason for the rejection, feel the news was revealed sensitively, and believe the ________.
company CEO authorized the bad news
company will still correspond with them
decision was personal
matter was treated seriously and fairly
Asking yourself whether what you have written is too blunt or too subtle is an example of ________ your message.
editing
composing
evaluating
proofreading
When conveying negative news, you can minimize potential legal issues by avoiding abusive and careless language and ________.
sending a gift, coupon, or complimentary item to the individual
providing no personal feelings or opinions in your message
responding to an issue within 24 hours
proofreading your message at least three times
A goal in conveying unfavorable news in writing should be to make the receiver call or write back to clarify the message; this way, the writer has a chance to explain further.
True
False
Abusive language that is spoken within the presence of others or written to others is actionable (can result in a lawsuit).
True
False
The major differences between the direct and indirect strategies are whether you start with a buffer and ________.
whether you apologize
how early you explain the reasons for the negative news
whether you accept blame for the bad news
whether you address the reader by name
Using the indirect strategy enables the writer to ________.
talk around the subject, avoiding the sharing of bad news entirely
keep the reader’s attention until the reasons for the bad news have been explained
avoid any statements that might lead to litigation
entertain the reader with humor or startling facts before getting to the bad news
What is the correct order of ideas when using the indirect strategy to reveal bad news?
Bad news, reasons, pleasant close
Buffer, bad news, reasons, pleasant close
Reasons, buffer, bad news, pleasant close
Buffer, reasons, bad news, pleasant close
Bad-news messages should always be organized indirectly.
True
False
Delivering bad news gradually is sometimes an effective approach.
True
False
Communication is unethical when the sender has the intent to deceive.
True
False
________ is the ability to understand and enter into the feelings of another and is important to convey in negative messages.
rapport
sympathy
empathy
regret
Which of the following sentences delivers bad news using the passive voice?
Merchandise refunds are not given at our company without a receipt.
You need a receipt to return merchandise for a refund at this company.
Company policy prohibits merchandise refunds without a receipt.
Our company doesn’t allow merchandise refunds without a receipt.
In the sentence, “Although we must discontinue the health club benefit, all other benefits will remain unchanged,” the bad news has been de-emphasized.
True
False
A good technique for de-emphasizing negative news is to place it at the end of a paragraph.
True
False
Select the best closing sentence of a bad-news letter.
Once again, we want you to know how sorry we are that we are unable to offer you the position.
We regret that we are unable to offer you the position at this time.
If you have further questions about this hiring decision, please call me immediately.
We appreciate your interest in our organization, and we wish you the best of luck in your job search.
When you are preparing a message that will refuse a typical request, you should first determine ________.
what type of organizational pattern to use
when to deliver the bad news
what type of correspondence to use
how the message will affect the receiver
What is the best advice to follow when dealing with disappointed customers in print or online?
Assure the customer that the issue will never happen again
Refer the problem to your legal department
Use the direct strategy when communicating with the customer
Address the problems immediately and personally
Written responses to disappointed customers should aim to do all of the following except ________.
establish a record of the incident
demonstrate the writer’s excellent vocabulary
promote good relations
formally confirm follow-up procedures
One of the most important goals in a letter that refuses credit is to ________.
retain customers on a cash basis
use the indirect method and imply the refusal
apologize for the refusal and promise credit in the future
offer convincing reasons for the refusal
Giving unhappy customers a chance to cool down is important, so companies should wait at least 72 hours to respond to a complaint.
True
False
When delivering bad news face-to-face within an organization, what is the best advice to follow?
Focus only on the present
Outline what you have to say and rehearse before delivering the bad news
Deliver the bad news on a Friday afternoon so that the person has time to cool down over the weekend
Always go alone
Select the best subject line for a memo delivering bad news to employees.
Major Reduction in Parking Privileges
Change in Parking Benefit
Discontinuation of Free Parking
Parking
When organizations are involved in a crisis such as serious financial problems or public controversy, they should share the news with the public before informing employees.
True
False
Letters that deny applications for employment should be courteous and tactful and offer specific information explaining why the candidate was not hired.
True
False
