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WorksheetsChapter 7
Total questions: 101
Worksheet time: 51mins
Name
Class
Date
1.
As a Human Resources representative, Laura must inform Matt that his vacation request for August is not approved.
Which of the following should she do?
a)
Plan the message strategically.
b)
Ask the CEO to send the message
c)
Ask the CEO to send the message
d)
Leave out an explanation about why she cannot approve requested dates
2.
The bad feelings associated with disappointing news can be reduced if the receiver feels that the news was revealed
sensitively, believes that the matter was treated seriously and fairly, and _______.
a)
knows the reasons for the rejection clearly
b)
learns of the bad news directly
c)
understands the legal implications of the bad news
d)
understands the legal implications of the bad news
3.
Business communicators have many goals in conveying negative news. These goals include explaining clearly and
completely, conveying empathy and sensitivity, and _______.
a. lightening the negative situation with h
a)
lightening the negative situation with humor
b)
being vague in order to reduce liability
c)
using technical vocabulary to establish yourself as the
expert
d)
projecting a professional image
4.
To project a professional image when sending a negative message, you should _______
a)
respond briefly without providing
details
b)
readily accept all blame
c)
use forceful language
d)
. control your emotions
5.
Readers are more likely to accept negative news when _______.
a)
the writer uses strong, forceful language
b)
they feel that the decision was fair, impartial, and rational
c)
the writer refers repeatedly to company policy
d)
the message is delivered via phone rather than writing
6.
. Which of the following statements about writing to convey negative news is correct?
a)
Negative messages should never accept blame.
b)
Negative messages should aim to end the communication by having
c)
Even experienced communicators are sometimes unsuccessful in meeting the goals related to negative
messages.
d)
Negative messages should be written with an aggressive tone to show dominance in the situation.
7.
When writers must convey bad news, they must carefully consider the purpose, context, and _______.
a. flexibilit
a)
flexibility
b)
communication channel
c)
audience
d)
total number of words they use
8.
Taylor must send a bad-news message to a client and indicate to her that he will be unable to meet a delivery deadline.
What should Taylor do first?
a)
Ask his supervisor to write and send the message since she has more authority.
b)
Gather information about his reasons for not meeting the deadline.
c)
Write the opening of his message.
d)
Analyze the bad news to see how it will affect his reader.
9.
You will use the direct strategy for your message when the bad news is not damaging, when the receiver might overlook
the bad news, when directness is preferred, and when _______
a)
the bad news threatens the customer relationship
b)
the bad news is unexpected
c)
firmness is necessary
d)
the bad news will provoke a hostile reaction
10.
Which of the following bad-news messages should be organized using the direct strategy?
a)
An announcement of changes in business services
b)
A layoff notice for a long-time employee
c)
A denial of benefits on an insurance claim to an angry customer
d)
A notice of an unexpected plant closure to the city council and may
11.
Using the indirect strategy to prepare the reader in a bad-news message _______
a)
shows insensitivity to your reader
b)
allows you to confuse or distract the reader
c)
helps you keep the reader's attention until you can explain the reasons for the bad
news
d)
demonstrates your ability to vary your strategies
12.
The indirect strategy works best when the bad news is personally upsetting, when the news will prompt a hostile
reaction, and when _______.
a)
the message arrives unexpectedly
b)
firmness is necessary
c)
the receiver may overlook the bad
news
d)
the bad news is not damaging
13.
A device to reduce the shock or pain of bad news is called a(n) _______
a)
explanation
b)
adjustment
c)
buffer
d)
deflector
14.
Corbin must inform employees that overtime pay will be reduced from the current 2.0 factor to a 1.5 factor. Because
he anticipates a hostile reaction, which of the following sequences should Corbin use for the parts of his message?
a)
Bad news, explanation, reasons, and closing
b)
Bad news, reasons, buffer, and closing
c)
Buffer, reasons, bad news, and closing
d)
Buffer, explanation, reasons, and closing
15.
The primary benefit of using the indirect strategy to communicate bad news is that it _______.
a)
demonstrates your writing abilities
b)
ensures that your reasoning will be read while the receiver is still receptive
c)
disguises the bad news
d)
places the bad news before the explanation
16.
The primary difference between ethical and unethical communicators is that unethical communicators _______.
a)
intend to deceive
b)
don't analyze their purpose for a message
c)
sign someone else's name to their messages
d)
take a reader-center approach
17.
Which of the following approaches to using the indirect strategy in delivering bad news is unethical?
a)
Delaying the bad news to soften the blow
b)
Communicating your reasoning while the reader is still receptive
c)
Burying the bad news late in the message to misrepresent the
truth
d)
Prioritizing compassion as well as communication
18.
The buffer in a bad-news message should _______.
a)
hint that good news will follow
b)
be completely unrelated to the bad news so that receivers will not know that bad news is coming
c)
contain information that encourages the receiver to continue reading
d)
deny the requested action
19.
Which of the following would be an effective way to begin a bad-news message to a customer using the
indirect strategy?
a)
Thanking the customer for their email
b)
Hoping that the message finds the customer well
c)
Revealing the best news
d)
Revealing the bad news
20.
Porter Grace, RN, 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 an effective buffer?
a)
I must decline HAFTA's invitation to speak at its fall conference.
b)
HAFTA members must be looking forward to the annual fall conference in Phoenix this year.
c)
Thank you for your email.
d)
Due to unfortunate circumstances, the invitation must be declined.
21.
Which of the following is an appropriate suggestion for apologizing in a negative-news message?
a)
Be sincere and explain what you will do to prevent recurrence
b)
Apologizing should be avoided because it will negatively impact the company’s finances.
c)
Focus on your regret
d)
Blame external factors
22.
Maya has decided to apologize briefly in the buffer of her bad-news message to a client. Which of the following is an
effective example of integrating an apology into the buffer?
a)
We know that you rely on your espresso machine to function properly.
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)
It is unfortunate that you are unhappy with your espresso machine.
23.
The ability to understand and enter into the feelings of another is called _______.
a)
audience demographics
b)
sympathy
c)
empathy
d)
buffering
24.
Which of these messages effectively conveys empathy in a bad-news message?
a)
You have every right to be disappointed. I am truly sorry that our product failed to perform as expected
b)
I am deeply saddened that your service failure disrupted our sale, and we will do everything in our power to
improve our future performance.
c)
We did not intentionally delay the shipment, and we will not accept the disappointment and frustration you
have expressed.
d)
It is with great regret that we must take this step, but you have left us no choice.
25.
Providing an explanation or reason for denying the request is important because doing so _______.
a)
decreases the company’s risk of liability
b)
manipulates the customer’s emotions
c)
reduces feelings of ill will
d)
will make the customer no longer desire the request
26.
When presenting the reasons for bad news, you should _______.
a)
use positive wording
b)
use negative wording so that the bad news is clearer and avoids any ambiguity
c)
include blanket company policy statements
d)
deflect responsibility
27.
You must decline an employee's request to telecommute three days per week. Which of the following statements
highlights the positive aspect of the rationale?
a)
Our current company policy does not allow telecommuting.
b)
Unfortunately, we regret that we are unable to afford the expenses associated with telecommuting
c)
I’m unable to grant your request to telecommute but am happy to reimburse you for mileage and expenses
d)
Your work standards cannot be relied on unless we are able to observe you at your workstation.
28.
Which statement demonstrates the use of positive wording?
a)
Your request for an extended warranty has been rejected because we cannot find replacement parts for your
specific product.
b)
Unfortunately, we are unable to extend the warranty.
c)
Although your warranty will not be extended, we are happy to replace your item with a similar product at no
charge.
d)
We regret to inform you that your request for an extended warranty has been denied.
ANSWER
29.
. Effective techniques for softening bad news include: suggesting a compromise or an alternative, placing the bad news
in a subordinate clause, and _______.
a)
using active-voice verbs
b)
positioning the bad news at the beginning or end of a
paragraph
c)
refusing explicitly to get it over with
d)
using passive-voice verbs
30.
Positive phrasing is important in bad-news messages because it _______.
a)
keeps the reader in a receptive mood
b)
describes what you can do instead of what you can't
c)
often sounds more sincere
d)
accomplishes all of these
31.
Allison is declining a request for a monetary contribution from a charitable organization to which her employer, BMI
Industries, usually donates. Which of the following cushions the bad news by implying the refusal?
a)
BMI Industries regrets that it cannot contribute this year, but the company hopes to be able to next year
b)
Although our profits are being reinvested in BMI Industries this year, we hope to be able to contribute next
year.
c)
Although we cannot contribute this year, we may be able to next year
d)
Unfortunately, we are prevented from contributing this year, but we may be able to in the future.
32.
The closing of a bad-news message should be personalized and may include a forward look, resale information, a sales
promotion, or _______.
a)
a neutral statement such as “thank you for your business”
b)
freebies
c)
a restatement of company policy
d)
a summary of the bad news
33.
Kiara must send a refusal letter to Ryan, who recently interviewed for a job. Which of the following closings is
recommended for a bad-news message?
a)
If you have any questions, Ryan, please do not hesitate to call me.
b)
If you had the required five years' experience in social work, we could have included you in the final slate of
candidates.
c)
Again, Ryan, we truly regret being unable to offer you this position
d)
We wish you all the best in your job search.
34.
When you must refuse typical requests, you should first think about how the receiver will react to your refusal and
decide _______.
a)
whom or what to blame
b)
where and how to apologize
c)
how to invite further correspondence
d)
whether to use the direct or the indirect strategy
35.
Which of the following sentences presents the reason for denying a customer's request for credit in a way that
de-emphasizes the bad news?
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 y
36.
You can soften the blow of the bad news in refusing a typical request or claim by _______.
a)
emphasizing the bad
news
b)
using the active voice
c)
implying the refusal
d)
accentuating the negative
37.
Which of the following presents the bad news in a message refusing a customer's claim by de-emphasizing the bad
news?
a)
We are sorry that we cannot give you a full refund for your DVD player
b)
Because you damaged the DVD player by trying to repair it yourself, we are unable to give you a full refund.
c)
The damage to your DVD player is not covered by the warranty, as explained in the enclosed copy of the
warranty that came with your DVD player.
d)
Although a full refund cannot be issued, we would be happy to repair your DVD player for a nominal fee.
38.
When calling a customer by phone to address a problem or disappointment, you should describe the problem and
apologize, offer an explanation and resolution, and _______.
a)
follow up with a written message that documents the phone call and promotes goodwill
b)
suggest a face-to-face meeting to resolve any remaining issues
c)
come to an agreement on a refund or compensation
d)
provide resale information or promote products and services
39.
Personally delivering bad news is sometimes recommended, but written messages are important to establish a record
of the incident, to formally confirm follow-up procedures, and _______.
a)
to promote good relations
b)
to denote your leadership rank
c)
to persuade the receiver to follow your recommendations
d)
to allow you to identify your organization and position
40.
Kenesha must respond to a negative comment written by a customer on Twitter. What advice should she follow?
a)
Investigate the situation thoroughly before responding
b)
Admit that her company erred if the complaint is legitimate and try to remedy the problem.
c)
Suggest a refund or a discount on future services.
d)
Kenesha should follow all these tips.
41.
Constructing messages saying no to emotionally involved receivers is a challenging communication task. Which of the
following pieces of advice for this task is accurate?
a)
Use the refusal-before-reason pattern to present the information artfully
b)
Place blame where blame is due, including on the customer if he or she is
responsible.
c)
Avoid offering resale information because it may weaken customer confidence.
d)
Use neutral, objective language to explain the reason the claim is refused.
42.
A bad-news message, whether delivered in person or in writing, is usually better received when you _______.
a)
give the reasons before the bad news
b)
immediately share the bad news
c)
provide the reasons and explanations but conceal the bad
news
d)
combine the buffer and bad news
43.
In deciding to share negative information about another employee to your supervisor, what question should you consider first?
a)
Will I profit personally (promotion, bonus pay, or honors)?
b)
Was the act criminal or hostile behavior or just a one-time mistake?
c)
How should I time the information delivery (before or after a meeting)?
d)
How can I avoid being identified as the tattletale by other employees?
44.
When you must deliver bad news to one person or a small group, you should usually _______.
a)
send a formal letter
b)
address the issue in a department meeting
c)
deliver the message in person
d)
wait at least one week so that you can formulate your thoughts
45.
Delivering a bad-news message personally in the workplace can be done tactfully, professionally, and safely as long as
you gather all information, think about timing, prepare and rehearse, and_______.
a)
consider taking a partner if you fear a "shoot the messenger" reaction
b)
focus on the future and avoid discussing the past or the present
c)
go alone to deliver the bad news so that the person doesn’t think you are ganging up on them
d)
respond immediately
46.
Human Resource Specialist Julie Woodard must inform employees of a major reduction in health care benefits. When
delivering this announcement, she should inform the employees promptly and _______.
a)
let the employees find out through the office grapevine
b)
deliver it on a Friday afternoon when people are more open to receiving bad
news
c)
deliver the news via email, if possible
d)
be honest
47.
In announcing negative news to employees, where should you place an alternative, when one exists?
a)
The opening
b)
The body
c)
The closing
d)
You should never provide an alternative in a bad-news message.
48.
Which of the following sentences to employees explains the reasons for a reduction in a company workforce in a way
that displays empathy?
a)
Although we would like to retain our current workforce, we have no choice but to reduce the number of
employees.
b)
We did everything possible to prevent this from happening
c)
The decision cannot be changed
d)
Because of a decrease in sales, the number of employees will need to be reduced, which we know will be
difficult for all of you.
49.
Which of the following pieces of advice is recommended for presenting the bad-news portion of your negative
message to employees?
a)
Strive to sugarcoat the message to ease the employees' pain.
b)
Place the bad news in the first sentence of a paragraph.
c)
Position the bad news so that it does not stand out.
d)
Use subjective language
50.
When bad news must be given to large groups of employees, which of the following digital media would be
appropriate for management to use?
a)
E-mail
b)
An intranet post
c)
A webcast
d)
All of these would be appropriate
forms.
51.
As an employee, you should avoid responding to customer complaints on Twitter, Facebook, or other forms of social
media because the audience is potentially too large.
a)
True
b)
False
52.
One of the goals of delivering bad news is to regain the confidence of the recei
a)
True
b)
False
53.
The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the
rejection, feels that the news was revealed sensitively, and believes that the matter was treated seriously and fairly.
a)
True
b)
False
54.
When delivering bad news, you should explain the bad news clearly to make your readers understand and, in the best
case, accept the bad news.
a)
True
b)
False
55.
When irate customers sound threatening and overstate their claims, you will have the most success in getting them to
accept your explanations if you make your tone match theirs.
a)
True
b)
False
56.
In order to convey empathy and sensitivity for your receiver, you should always accept blame and apologize for the
bad news.
a)
True
b)
False
57.
When you show that the decision for negative news was made fairly, impartially, and rationally, receivers are far more
likely to accept the negative news.
a)
True
b)
False
58.
All bad-news messages should be presented using the indirect strategy
a)
True
b)
False
59.
The direct strategy saves time and is preferred by some who consider it to be more professional and even more ethical
than the indirect strategy
a)
True
b)
False
60.
If your receiver might overlook the bad news, it is appropriate to use the direct strat
a)
True
b)
False
61.
If your message may create a hostile reaction, you should use the indirect strategy
a)
True
b)
False
62.
If you are worried that the indirect strategy seems manipulative, you should use the direct strategy to break the bad
news bluntly even though the direct strategy may cause hard feelings and pain.
a)
True
b)
False
63.
The key to ethical communication lies in the motives of the sender.
a)
True
b)
False
64.
The desire to avoid mentioning the negative news is an appropriate reason for using the indirect strategy.
a)
True
b)
False
65.
Opening a bad-news message with Thank you for your message is considered an effective buffering strategy.
a)
True
b)
False
66.
A buffer is a device to reduce shock or pain.
a)
True
b)
False
67.
All buffers should begin by complimenting the receiver
a)
True
b)
False
68.
The most important part of a bad-news message is the section that explains why a negative decision is necessary
a)
True
b)
False
69.
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.
a)
True
b)
False
70.
Company policy prevents us from exchanging your defective wireless router more than 30 days after you purchased it
is an example of an effective explanation.
a)
True
b)
False
71.
To take the spotlight off the bad news, place it at the end of a paragraph
a)
True
b)
False
72.
When you must refuse a request, you may sometimes offer an alternative, substitute, or compromise.
a)
True
b)
False
73.
You should never include resale or sales promotion material in a negative-news messag
a)
True
b)
False
74.
If you have any further questions, please do not hesitate to call me is a professional way to close a refusal message.
a)
True
b)
False
75.
If you are uncertain how the receiver will respond, use the indirect strategy to refuse requests and claims.
a)
True
b)
False
76.
Every business will have unhappy customers at some point. The employee's goal should always be to make the
customer happy, no matter what it takes.2
a)
True
b)
False
77.
Smart business representatives always avoid calling an unhappy customer to resolve problems.
a)
True
b)
False
78.
Written messages to customers are important because such messages establish a record of the problem.
a)
True
b)
False
79.
E-mail and social networks are appropriate channels for both delivering and responding to complaints.
a)
True
b)
False
80.
The reasons-before-refusal plan works well when denying claims.
a)
True
b)
False
81.
In denial messages you must establish the proper tone and use you statements such as You would have known that cash
refunds are not available if you had read the receipt.
a)
True
b)
False
82.
It is acceptable to place blame on the customer in denying a claim to protect the company from liability
a)
True
b)
False
83.
Whether to use a direct or an indirect strategy in delivering bad news to employees depends primarily on the
anticipated reaction of the receiver.
a)
True
b)
False
84.
Although a reasons-first approach and tactful tone preserve friendly relations with customers, these techniques are not
useful for bad-news messages inside an organization.
a)
True
b)
False
85.
When delivering bad news, you should first determine if the negative information is newsworthy
a)
True
b)
False
86.
When workplace bad news involves one person or a small group nearby, you should generally deliver that news in
person.
a)
True
b)
False
87.
If you are required to deliver bad news to your employees in person, the best technique is to gather your information
and deliver it off the cuff to appear sincere.
a)
True
b)
False
88.
Smart managers deliver bad news to employees promptly and honestly because receiving bad news via the grapevine
can seriously damage workplace morale.
a)
True
b)
False
89.
Your buffer in a bad-news message to employees could be a compliment, appreciation, or solid facts.
a)
True
b)
False
90.
The closing in a bad-news communication to employees must never look forward or discuss what will happen next
because doing so can create a legal obligation.
a)
True
b)
False
91.
You should use the direct strategy to organize your negative news when the bad news is insignificant, does not
personally affect the receiver, or when the _______.
a)
receiver may overlook the bad
news
b)
bad news is unexpected
c)
receiver may be uninterested
d)
receiver may be hostile
92.
Which organizational strategy do many business writers choose in order to soften bad news?
a)
Direct
b)
Indirect
c)
Ethical
d)
Empathetic
93.
What type of behavior is displayed when a communicator writes a bad-news message with the intent to deceive?
a)
Competitive
b)
Unethical
c)
Ethical
d)
Strategic
94.
When a bad-news message uses the indirect strategy, it should begin with _______.
a)
a buffer
b)
the reasons
c)
bad news
d)
an apology
95.
The sentence All of our discretionary funds are currently earmarked for next month's relocation, but we hope that we
will be able to support your worthwhile cause next year is an example of what type of refusal?
a)
Direct
b)
Indirect
c)
Unethical
d)
Implied
96.
Understanding our emotional impact on others and making change as a result is _______.
a)
integrity
b)
honesty
c)
empathy
d)
fairness
97.
No matter how cleverly it is organized or written, a bad-news message will fail without providing _______.
a)
a buffer
b)
sound reasons
c)
empathy
d)
an effective closing
98.
Which writing technique for cushioning bad news enables you to effectively depersonalize an action?
a)
Using the passive voice
b)
Highlighting the
positive
c)
Showing fairness
d)
Implying the refusal
99.
Employee morale can be supported when communicating to employees about major events that affect them and their
jobs by delivering the news _______.
a)
through the grapevine
b)
through news accounts
c)
from management personally
d)
from co-workers
100.
In which part of a bad-news message should business communicators include a forward look, good wishes, a mention of freebies, or references to resale information or promotion?
a)
Buffer
b)
Reasons
c)
Bad news
d)
Closing
101.
Smart organizations facing a crisis deal with it by_______.
a)
communicating the news honestly and openly
b)
waiting for the ideal moment for the communication
c)
choosing not to communicate about the crisis because doing so would exacerbate the problem
d)
revealing information only to employees and not other stakeholders
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