Question 1

Kenesha must respond to a negative comment written by a customer on Twitter. What advice should she follow?

Accepted Answer

A) Investigate the situation thoroughly before responding. 
B) Admit that her company errored 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. 
A) Investigate the situation thoroughly before responding. 
B) Admit that her company errored 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.

Question 2

Which of the following bad-news messages should be organized using the direct strategy?

Accepted Answer

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 mayor 
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 mayor

Question 3

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

Accepted Answer

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. 
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.

Question 4

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.

Accepted Answer

A) True 
 B)False

Question 5

All of the following are helpful tips to deliver a bad-news message personally in the workplace except

Accepted Answer

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) think about timing and do not deliver bad news on a Friday afternoon. 
D) prepare and rehearse; outline what you plan to say. 
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) think about timing and do not deliver bad news on a Friday afternoon. 
D) prepare and rehearse; outline what you plan to say.

Question 6

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 most effectively implies the refusal?

Accepted Answer

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. 
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.

Question 7

A buffer is a device to reduce shock or pain.

Accepted Answer

A) True 
 B)False

Question 8

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

Accepted Answer

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

Question 9

When you must deliver bad news to one person or a small group, you should usually

Accepted Answer

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. 
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.

Question 10

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

Accepted Answer

A) True 
 B)False

Question 11

Which of the following is the most important part of a negative message?

Accepted Answer

A) A positive, forward-looking closing 
B) A neutral buffer 
C) An explanation of the reasons for the bad news 
D) The bad news itself 
A) A positive, forward-looking closing 
B) A neutral buffer 
C) An explanation of the reasons for the bad news 
D) The bad news itself

Question 12

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.

Accepted Answer

A) True 
 B)False

Question 13

When presenting the reasons for bad news , you should

Accepted Answer

A) use positive wording. 
B) explain the reasons clearly and specifically without revealing confidential information or creating potential legal liability. 
C) cite benefits to the reader or others. 
D) All answer choices are correct. 
A) use positive wording. 
B) explain the reasons clearly and specifically without revealing confidential information or creating potential legal liability. 
C) cite benefits to the reader or others. 
D) All answer choices are correct.

Question 14

Business communicators have many goals in conveying negative news. Which of the following is not a goal in communicating negative news?

Accepted Answer

A) Explaining clearly and completely 
B) Maintaining friendly relations 
C) Being fair 
D) Demonstrating the company's superiority in the global marketplace 
A) Explaining clearly and completely 
B) Maintaining friendly relations 
C) Being fair 
D) Demonstrating the company's superiority in the global marketplace

Question 15

In order to convey empathy and sensitivity for your receiver, you should always accept blame and apologize for the bad news.

Accepted Answer

A) True 
 B)False

Question 16

Which of the following statements about writing negative messages is most accurate?

Accepted Answer

A) Negative messages should never accept blame. 
B) Negative messages are always best delivered via phone rather than writing. 
C) Even experienced communicators are sometimes unsuccessful in meeting the goals related to negative messages. 
D) Negative messages should be sent by the highest-level person in the organization. 
A) Negative messages should never accept blame. 
B) Negative messages are always best delivered via phone rather than writing. 
C) Even experienced communicators are sometimes unsuccessful in meeting the goals related to negative messages. 
D) Negative messages should be sent by the highest-level person in the organization.

Question 17

In announcing negative news to employees, where should you place an alternative, when one exists?

Accepted Answer

A) The opening 
B) The body 
C) The closing 
D) You should never provide an alternative in a bad-news message. 
A) The opening 
B) The body 
C) The closing 
D) You should never provide an alternative in a bad-news message.

Question 18

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

Accepted Answer

A) True 
 B)False

Question 19

Matt must send a refusal letter to Ryan, who recently interviewed for a job. Which of the following will be the best closing?

Accepted Answer

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. 
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.

Question 20

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

Accepted Answer

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 . 
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 .

Kenesha must respond to a negative comment written by a customer on Twitter. What advice should she follow?

Which of the following bad-news messages should be organized using the direct strategy?

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

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.

All of the following are helpful tips to deliver a bad-news message personally in the workplace except

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 most effectively implies the refusal?

A buffer is a device to reduce shock or pain.

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

When you must deliver bad news to one person or a small group, you should usually

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

Which of the following is the most important part of a negative message?

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.

When presenting the reasons for bad news , you should

Business communicators have many goals in conveying negative news. Which of the following is not a goal in communicating negative news?

In order to convey empathy and sensitivity for your receiver, you should always accept blame and apologize for the bad news.

Which of the following statements about writing negative messages is most accurate?

In announcing negative news to employees, where should you place an alternative, when one exists?

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

Matt must send a refusal letter to Ryan, who recently interviewed for a job. Which of the following will be the best closing?

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

Succeeding in the Mobile and Social Workplace

Planning Business Messages

Organizing and Drafting Business Messages

Revising Business Messages

Short Workplace Messages and Digital Media

Positive Messages

Persuasive Messages

Informal Reports

Proposals and Formal Reports

Professionalism at Work Business Etiquette Ethics Teamwork and Meetings

Business Presentations

The Job Search Resumes in the Digital Age

Interviewing and Following up

Essentials of Electrocardiography

Filters

Exam 7: Negative Messages

Kenesha must respond to a negative comment written by a customer on Twitter. What advice should she follow?

Which of the following bad-news messages should be organized using the direct strategy?

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

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.

All of the following are helpful tips to deliver a bad-news message personally in the workplace except

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 most effectively implies the refusal?

A buffer is a device to reduce shock or pain.

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

When you must deliver bad news to one person or a small group, you should usually

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

Which of the following is the most important part of a negative message?

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.

When presenting the reasons for bad news , you should

Business communicators have many goals in conveying negative news. Which of the following is not a goal in communicating negative news?

In order to convey empathy and sensitivity for your receiver, you should always accept blame and apologize for the bad news.

Which of the following statements about writing negative messages is most accurate?

In announcing negative news to employees, where should you place an alternative, when one exists?

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

Matt must send a refusal letter to Ryan, who recently interviewed for a job. Which of the following will be the best closing?

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

Succeeding in the Mobile and Social Workplace

Planning Business Messages

Organizing and Drafting Business Messages

Revising Business Messages

Short Workplace Messages and Digital Media

Positive Messages

Persuasive Messages

Informal Reports

Proposals and Formal Reports

Professionalism at Work Business Etiquette Ethics Teamwork and Meetings

Business Presentations

The Job Search Resumes in the Digital Age

Interviewing and Following up

Essentials of Electrocardiography

Filters