Question 1

The reasons-before-refusal plan works well when denying claims.

Accepted Answer

A) True 
 B)False

Question 2

The indirect strategy works best when the bad news is personally upsetting, when the news will prompt a hostile reaction, and when

Accepted Answer

A) the message arrives unexpectedly. 
B) firmness is necessary. 
C) the receiver may overlook the bad news. 
D) the bad news is not damaging. 
A) the message arrives unexpectedly. 
B) firmness is necessary. 
C) the receiver may overlook the bad news. 
D) the bad news is not damaging.

Question 3

When you must refuse a request, you may sometimes offer an alternative, substitute, or compromise.

Accepted Answer

A) True 
 B)False

Question 4

A bad-news message, whether delivered in person or in writing, is usually better received when you

Accepted Answer

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. 
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.

Question 5

Which of the following sentences presents the reason for denying a customer's request for credit most effectively?

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. 
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 6

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.

Accepted Answer

A) True 
 B)False

Question 7

When delivering bad news, you should first determine if the negative information is newsworthy.

Accepted Answer

A) True 
 B)False

Question 8

When the bad news is insignificant and does not personally affect the receiver, you should use the ____________________ strategy to organize your negative news.

Accepted Answer

The answer of When the bad news is insignificant and...

Question 9

Which of the following best presents the bad news in a message refusing a customer's claim?

Accepted Answer

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. 
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.

Question 10

If your message may create a hostile reaction, you should use the indirect strategy.

Accepted Answer

A) True 
 B)False

Question 11

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

Accepted Answer

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. 
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.

Question 12

To project a professional image when sending a negative message, you should

Accepted Answer

A) respond briefly without providing details. 
B) readily accept all blame. 
C) use forceful language. 
D) control your emotions. 
A) respond briefly without providing details. 
B) readily accept all blame. 
C) use forceful language. 
D) control your emotions.

Question 13

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 14

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

Accepted Answer

A) True 
 B)False

Question 15

Positive phrasing is important in bad-news messages because it

Accepted Answer

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. 
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.

Question 16

Learning of major events affecting their jobs through the grapevine or from news accounts can have a negative effect on employee ____________________.

Accepted Answer

The answer of Learning of major events affecting their jobs...

Question 17

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.

Accepted Answer

A) True 
 B)False

Question 18

One of the goals of delivering bad news is to regain the confidence of the receiver.

Accepted Answer

A) True 
 B)False

Question 19

Your buffer in a bad-news message to employees could be a compliment, appreciation, or solid facts.

Accepted Answer

A) True 
 B)False

Question 20

The ability to understand and enter into the feelings of another is called

Accepted Answer

A) audience demographics. 
B) sympathy. 
C) empathy. 
D) buffering. 
A) audience demographics. 
B) sympathy. 
C) empathy. 
D) buffering.

The reasons-before-refusal plan works well when denying claims.

The indirect strategy works best when the bad news is personally upsetting, when the news will prompt a hostile reaction, and when

When you must refuse a request, you may sometimes offer an alternative, substitute, or compromise.

A bad-news message, whether delivered in person or in writing, is usually better received when you

Which of the following sentences presents the reason for denying a customer's request for credit most effectively?

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.

When delivering bad news, you should first determine if the negative information is newsworthy.

When the bad news is insignificant and does not personally affect the receiver, you should use the ____________________ strategy to organize your negative news.

Which of the following best presents the bad news in a message refusing a customer's claim?

If your message may create a hostile reaction, you should use the indirect strategy.

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

To project a professional image when sending a negative message, you should

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.

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

Positive phrasing is important in bad-news messages because it

Learning of major events affecting their jobs through the grapevine or from news accounts can have a negative effect on employee ____________________.

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.

One of the goals of delivering bad news is to regain the confidence of the receiver.

Your buffer in a bad-news message to employees could be a compliment, appreciation, or solid facts.

The ability to understand and enter into the feelings of another is called

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

The reasons-before-refusal plan works well when denying claims.

The indirect strategy works best when the bad news is personally upsetting, when the news will prompt a hostile reaction, and when

When you must refuse a request, you may sometimes offer an alternative, substitute, or compromise.

A bad-news message, whether delivered in person or in writing, is usually better received when you

Which of the following sentences presents the reason for denying a customer's request for credit most effectively?

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.

When delivering bad news, you should first determine if the negative information is newsworthy.

When the bad news is insignificant and does not personally affect the receiver, you should use the ____________________ strategy to organize your negative news.

Which of the following best presents the bad news in a message refusing a customer's claim?

If your message may create a hostile reaction, you should use the indirect strategy.

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

To project a professional image when sending a negative message, you should

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.

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

Positive phrasing is important in bad-news messages because it

Learning of major events affecting their jobs through the grapevine or from news accounts can have a negative effect on employee ____________________.

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.

One of the goals of delivering bad news is to regain the confidence of the receiver.

Your buffer in a bad-news message to employees could be a compliment, appreciation, or solid facts.

The ability to understand and enter into the feelings of another is called

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