58 minute read
Business Communication, 2e (Shwom/Gueldenzoph Snyder)
Full download at: Test bank: https://testbankpack.com/p/test-bank-for-business-communication-polishing-yourprofessional-presence-2nd-edition-by-shwom-snyder-isbn-01330595109780133059519/
Chapter 6 Communicating Bad News
Advertisement
1) If you communicate bad news ineffectively, you risk ________.
A) getting immediate feedback
B) losing customers, clients or employees
C) that the news is accepted as final
D) being blamed for the incident that led to the news
E) being overloaded with work
Answer: B
Explanation: B) If you communicate bad news ineffectively, you not only risk angering people, but you can also hurt your own business by potentially losing customers, clients, or employees. In complex situations, legal liabilities may also be an issue. Ineffective communication makes it less likely that the audience will accept or comply with the bad news, which could require additional time and energy to re-explain the message or deal with the audience's noncompliance.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.1
Difficulty: Easy
Learning Outcome: Discuss the challenges and importance of business communications
2) Why are bad-news messages challenging to compose?
A) They must be lengthy and vague to avoid legal consequences.
B) They require you to achieve a number of goals that are incompatible at first glance.
C) They make it impossible to maintain your audience's goodwill.
D) They force you to offend your audience.
E) They demand that you begin with the bad news, thus standing a good chance of alienating your audience from the start.
Answer: B
Explanation: B) Bad-news messages are challenging to compose because they require you to accomplish a number of purposes that may seem incompatible at first glance. To communicate bad news well, you must balance four goals: state news clearly and sensitively, convince audience to accept bad news, maintain goodwill, avoid legal complications.
Classification: Conceptual
AASCB: Communication Abilities
Copyright © 2014 Pearson Education, Inc.
Objective: 6.1
Difficulty: Moderate
Learning Outcome: Discuss the challenges and importance of business communications
Copyright © 2014 Pearson Education, Inc.
3) One of the four goals of delivering bad news is to ________.
A) state the news clearly, yet sensitively
B) protect the audience's self-esteem by only hinting at the news
C) offend your audience if necessary to get the message across
D) gloss over the facts that may cause legal complications
E) budget additional time to re-explain the message
Answer: A
Explanation: A) One of the four goals of delivering bad news is to state the news clearly, yet sensitively. The audience should understand the message without feeling personally offended. The message should allow the audience to maintain self-esteem and a positive self-image.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.1
Difficulty: Moderate
Learning Outcome: Describe best practices in team and interpersonal communication
4) Gavin purchased an MP3 player at a large electronics retailer. When his device stopped working he emailed the store to inquire about a repair or replacement device. Gavin received a reply from a customer service representative, thanking him for his inquiry and resolving to try to help him. The representative stated that it might be the manufacturer, not the store itself, who should handle this type of problem. She thanked him again for his business and encouraged him to continue shopping at the retailer. Which of the following statements accurately describes the customer service representative's job of delivering bad news?
A) Her message was insensitive and likely offended Gavin.
B) Her message provided all the required information to Gavin.
C) Her message was unclear and will likely result in further communication from Gavin.
D) Her message effectively balanced all four goals of communicating bad news.
E) Her message is using the technique of refutation to convey the bad news.
Answer: C
Explanation: C) While the message is polite and courteous, it fails to clearly state the situation. The representative says it "might" be the manufacturer who handles this type of problem, instead of definitely saying so and directing Gavin to the appropriate contact information to pursue his claim. Instead of resolving this situation, she will likely hear back from Gavin asking these very questions.
Classification: Application
AASCB: Analytic Skills
Objective: 6.1
Difficulty: Moderate
Learning Outcome: Compose and shape business messages
5) Which of the following statements would be best to include in a letter turning down someone who applied for a job?
A) We are sorry to inform you that your credentials were not as impressive as those of the other candidates who applied for the position.
B) We think that you are talented, but feel the position would best be filled by a younger, more vibrant candidate.
C) Unfortunately, we were more impressed by the other candidates.
D) We don't think that you are the right fit for this position at this point in time.
E) After much consideration, we have offered the position to another candidate.
Answer: E
Explanation: E) This statement conveys the bad news clearly but sensitively by using positive phrasing. The other statements are either insensitive, ambiguous, or potentially discriminatory, leaving the company open to legal complications.
Classification: Application
AASCB: Analytic Skills
Objective: 6.1
Difficulty: Moderate Learning Outcome: Compose and shape business messages
6) A coworker asks for your help on a project but you are busy with other responsibilities and won't be able to assist her. Which of the following is the most accurate statement about this situation?
A) You should clearly and sensitively tell your coworker that you are unable to help.
B) Since she is a colleague and not your superior this is not an example of a bad-news message.
C) It is an informal situation and does not require the news to be conveyed sensitively.
D) You should say nothing and hope that your coworker gets the message that you are too busy to help her.
E) To let her down gently, you should tell your coworker that you'll try to help her even though you know your schedule won't permit it. Answer: A
Explanation: A) Any message that will disappoint, inconvenience, or anger your audience is a bad-news message that is best handled by using the ACE process. Failing to clearly and sensitively tell your coworker that you are unable to assist her could result in repeated requests for help and hostility in the workplace.
Classification: Application
AASCB: Analytic Skills
Objective: 6.1
Difficulty: Moderate Learning Outcome: Compose and shape business messages
7) Which of the following questions is a part of the analyzing stage of the ACE process for delivering bad news ?
A) Have I avoided legal complication?
B) Is the bad news stated clearly and sensitively?
C) Should I include an apology?
D) Should I begin with the bad news or lead up to it?
E) How can I clearly phrase the bad news?
Answer: C
Explanation: C) Deciding whether to include an apology or not is part of the analyzing stage of the ACE process. All of the other questions are part of the composing or evaluating stages.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.2
Difficulty: Moderate
Learning Outcome: Plan and prepare business messages
8) Angelina has to reject an employee's request for time off, and is trying to determine the best medium to deliver this message. She is also thinking about what the employee's reaction will be, and if there is anything she can say to soften the bad news. Angelina is engaged in which stage of the ACE process for delivering bad-news messages?
A) analyzing
B) addressing
C) composing
D) critiquing
E) evaluating
Answer: A
Explanation: A) Angelina is engaged in the analyzing stage of ACE process. Deciding which medium is the most appropriate to deliver your message, anticipating your audience's reaction, and thinking about what you might do to soften the bad news are all part of the first step of the ACE process, analyzing. The other two stages of the process are composing and evaluating.
Classification: Application
AASCB: Analytic Skills
Objective: 6.2
Difficulty: Moderate
Learning Outcome: Plan and prepare business messages
9) Before ________ a bad-news message, ________ the situation by asking yourself several questions that help you develop content and choose the best medium.
A) analyzing; evaluate
B) analyzing; compose
C) composing; encode
D) composing; analyze
E) evaluating; compose
Answer: D
Explanation: D) Before you actually compose a bad-news message, you must analyze the situation and think about what you want to say. In this first stage of the ACE process, analyzing, you consider the goal of your message, your audience, content, organization and medium.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.2
Difficulty: Easy Learning Outcome: Describe best practices in team and interpersonal communication
10) Your audience's reaction to the bad news you must deliver ________.
A) will not greatly impact the content that you develop for your message
B) will always be the same angry and disappointed so no additional analysis on this subject is necessary
C) can be exactly predicted using the ACE process
D) should be anticipated by thinking about the situation from their perspective
E) will vary so much from case to case that it is not worth the effort to try to determine it
Answer: D
Explanation: D) Although you cannot exactly predict your audience's reaction, you can think about the situation from their perspective. This will allow to you anticipate their feelings and develop your content to best address the concerns.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.2
Difficulty: Moderate Learning Outcome: Plan and prepare business messages
11) Of all the features in your message, the ________ has the most power to influence the audience to accept your bad news.
A) desired business result
B) audience's anticipated reaction
C) justification behind the bad news
D) silver lining, or hidden benefit of the bad news
E) apology
Answer: C
Explanation: C) An effective bad-news message should explain the reasons behind the bad news. Of all the features in a message, the explanation has the most power to influence the audience to accept your bad news.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.2
Difficulty: Moderate
Learning Outcome: Describe strategies for developing negative messages
Your bid to set up the computer system at Evergreen, a small local business, was accepted. Today you found out that the software that Evergreen's systems require just had a price increase, so your bid will need to increase to reflect this change.
12) Including which of the following in your message communicating the price increase to Evergreen will best ensure that your audience will accept the bad news?
A) a justification that the increase is due to an unexpected jump in the price of the software
B) a statement that the increase is unavoidable and due to circumstances beyond your control
C) a profuse apology that you must increase your price
D) an acknowledgement that the customer will be disappointed by this news
E) a comment that the price increase will result in hidden benefits
Answer: A
Explanation: A) To be effective, bad-news messages must convey the reasons behind the bad news. This explanation has the most power to influence the audience to accept your bad news. The other choices don't answer the "why" behind the price increase.
Classification: Application
AASCB: Analytic Skills
Objective: 6.2
Difficulty: Moderate
Learning Outcome: Describe strategies for developing negative messages
13) Due to a family emergency, you will be unable to fulfill your contract to cater for an upcoming party for your client. The event is several weeks away, but you know that the client will not be able to reschedule it. When you contact your client to share this news you should
________.
A) not include an apology, since this emergency was beyond your control
B) expect them to understand, as everyone deals with family issues from time to time
C) inform them that you will be happy to cater the event if they reschedule it
D) consider first communicating that you might have a problem fulfilling your contract, and then waiting a few days before actually canceling to try and soften the blow
E) tell the client that you will contact some other catering companies you work with to see if they can take over the job
Answer: E
Explanation: E) Anticipating the client's need to find a replacement caterer and helping them with this task is the best way to address the situation and try to project a positive image and maintain goodwill in the relationship. The other responses are insensitive to the client's situation, and in some cases will cause them further inconvenience.
Classification: Critical Thinking
AASCB: Reflective Thinking Skills
Objective: 6.2
Difficulty: Difficult
Learning Outcome: Describe strategies for developing negative messages
14) A manufacturing company realizes that one of its products has a serious defect and wants to quickly disseminate this news to the public. Which of the following would be an appropriate way to accomplish this?
A) websites
B) memos
C) telephone
D) letter
E) group meeting
Answer: A
Explanation: A) Media like websites, social networks or blogs are appropriate for sharing bad news with the public. Memos, telephone or group meetings are either for internal communication or to target smaller group of audience. Refer to figure 6.3.
Classification: Application
AASCB: Analytic Skills
Objective: 6.2
Difficulty: Moderate
Learning Outcome: Plan and prepare business messages
15) If you want to encourage immediate discussion of your bad-news message, which of the following would be an appropriate choice for delivering your message?
A) website
B) memo
C) email
D) IM
E) letter
Answer: D
Explanation: D) To communicate through IM would be the appropriate choice. Other mediums are used to communicate with many individuals while a letter, which can be used for personal communication, takes a long time to arrive and hence is not suitable for immediate discussion. Refer to figure 6.3.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.2
Difficulty: Moderate
Learning Outcome: Plan and prepare business messages
16) Your boss is in a hurry to leave and she quickly delegates an assignment to you. She needs you to communicate some bad news to a number of people at different geographic locations. Though she wants the message to spread instantaneously, she wants to give the audience time to carefully consider a response. It's also a priority for her that the message doesn't come across as impersonal or evasive. After she has left, you realize that she didn't specify which medium she wants you to use for the message. Taking her considerations into account, you determine that a(n) ________ would be an appropriate medium.
A) newsletter
B) email
C) letter
D) blog post
E) text message
Answer: B
Explanation: B) The only medium that accomplishes all the three goals laid out by your boss is email. It is instantaneous, does not seem impersonal or evasive, and prevents immediate discussion of the news. The other choices meet some but not all of these criteria. Refer to figure 6.3.
Classification: Application
AASCB: Analytic Skills
Objective: 6.2
Difficulty: Moderate
Learning Outcome: Plan and prepare business messages
17) In the context of sharing bad news, a text message ________.
A) is not considered to be appropriate under any circumstances
B) is typically used to share the news with the public
C) is used so that the news does not seem impersonal or evasive
D) may be seen as an informal approach
E) avoids immediate discussion of the news
Answer: D
Explanation: D) While text messaging is an acceptable way to share insignificant bad news quickly, it may be seen as impersonal or too informal. It also allows for immediate discussion of the bad news. Refer to figure 6.3.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.2
Difficulty: Moderate
Learning Outcome: Plan and prepare business messages
18) You want to share some important bad news with one of your clients in a way that does not seem impersonal or evasive. Which of the following would be the best choice in this case?
A) text message
B) IM
C) news letter
D) email
E) website
Answer: D
Explanation: D) An email can be used to share bad news in a way that does not seem impersonal or evasive. Refer to figure 6.3.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.2
Difficulty: Easy
Learning Outcome: Plan and prepare business messages
Stacey runs a small technology company. She has tried to retain all her staff, but her business is losing money and she has no alternative but to let several employees go. These workers are professional, loyal, and highly effective, but Stacey can no longer bear the expense of their salaries and benefits. She feels terrible about letting these employees go, and even somewhat guilty that she couldn't improve the bottom line enough to save their jobs. As the business is a technology company, much of the communication is done via email, text messaging, etc.
19) While thinking about how to deliver the bad news, Stacey considers letting the employees know via a text message. In this case, which of the following statements is most accurate regarding the use of text messages?
A) While Stacey may justify using a text message to fire the employees since, as a technology company, the staff is comfortable with that medium, it would be more appropriate to deliver the news in person.
B) Stacey should use a text message to deliver the message, since delivering the message in such a way will make it easier for her to sugarcoat the bad news.
C) While the employees might find this method impersonal, there are no other repercussions that Stacey might face as a result of using a text message to fire the employees.
D) It would be appropriate since it allows Stacey to quickly deliver the news while also avoiding a potentially uncomfortable situation.
E) This method will be appropriate because employees would always prefer to receive bad news via a text message.
Answer: A
Explanation: A) Firing via text messages or emails is impersonal and rude, and a face-to-face approach is preferred. In one case several hundred workers were fired by email, which resulted in infuriated workers who retaliated against the company in the media. Losing a job is difficult regardless of the medium in which the news is communicated, but compounding that with a lack of sensitivity and respect can only make a bad situation worse.
Classification: Critical Thinking
AASCB: Reflective Thinking Skills
Objective: 6.2
Difficulty: Difficult
Learning Outcome: Describe strategies for developing negative messages
20) Using email to communicate bad news ________.
A) is never a good choice
B) doesn't give your audience time to analyze the bad news before replying
C) makes it more likely that the person communicating will sugarcoat the bad news
D) frees the communicator from worrying about being confronted by an angry audience
E) has been unanimously justified by human resource professionals in the case of firings and layoffs
Answer: D
Explanation: D) Researchers have found that people who are uncomfortable communicating bad news face-to-face are more likely to sugarcoat the bad news when talking in person to reduce their own and their audience's discomfort. By contrast, communicators are more likely to be accurate, complete, and honest in email because they do not worry about being confronted by an angry audience.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.2
Difficulty: Moderate Learning Outcome: Plan and prepare business messages
21) When using ACE for bad-news messages, which of the following should be considered during the composing stage of the process?
A) Can I do anything else to project a positive image and maintain goodwill?
B) How can I close the message appropriately?
C) What is the best medium for this message?
D) Have I avoided legal complications?
E) Does the message project a good image of me?
Answer: B
Explanation: B) Determining how to best close the message is a consideration during the composing stage of the ACE process. The other questions are part of either analyzing or evaluating stages.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.3
Difficulty: Moderate Learning Outcome: Compose and shape business messages
22) In the context of the ACE process, the ________ questions help you develop what to say in a bad-news message whereas the ________ questions focus on how to say it.
A) composing; analyzing
B) analyzing; composing
C) composing; evaluating
D) evaluating; composing
E) analyzing; evaluating
Answer: B
Explanation: B) The analyzing questions help you develop what to say in a bad-news message; the composing questions focus on how to say it. After you have determined what you want to say in your message, asking yourself some of the composing questions will help you determine how best to actually say it.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.3
Difficulty: Easy
Learning Outcome: Compose and shape business messages
23) Trevon has considered his situation and has already decided what information he must include in the bad-news email he is about to draft. However, he is now stuck trying to decide whether he should jump right to the bad news or build up to it gradually. Which stage of the ACE process is Trevon engaged in?
A) analyzing
B) assessing
C) composing
D) contending
E) evaluating
Answer: C
Explanation: C) Deciding whether to lead with the bad news or build up to it gradually is part of the composing stage of the ACE process. This stage also includes deciding how to phrase the bad news, how to soften the message's impact, and how to appropriately close the message.
Classification: Application
AASCB: Analytic Skills
Objective: 6.3
Difficulty: Moderate
Learning Outcome: Compose and shape business messages
24) A large company has been experiencing a steady decline in business over the past year and its employees have been informed that there is a freeze on salary increases for at least the next six months. The talks of layoffs have been going on among employees, although the company has vowed to do whatever it can to avoid this. As the year draws to a close Kat, an executive in the corporate headquarters, needs to inform the regional managers that there is no budget for year-end bonuses. She schedules a conference call with them to discuss year-end issues. When Kat considers how to deliver this news, she is most likely to come to the conclusion that ________.
A) she should not end this discussion with goodwill because she will be delivering bad news to the audience
B) the direct approach would be a good idea
C) the indirect approach is her only option because she has to deliver bad news
D) she should provide detailed explanation before putting forward the bad news
E) she should use the indirect approach because this bad news will come as a surprise for the audience
Answer: B
Explanation: B) Even in bad-news situations, the direct approach may be a good idea, especially if your audience is expecting to hear from you and the news will not come as a big surprise. Since there is already a freeze on salary increases, employees are clearly aware of the financial difficulties the company is facing, so this news should not come as a big surprise. Therefore the direct approach may be a good idea.
Classification: Application
AASCB: Analytic Skills
Objective: 6.3
Difficulty: Difficult
Learning Outcome: Describe strategies for developing negative messages
25) Which of the following is true about the indirect organizational plan?
A) It abruptly places the bad news in the beginning.
B) It is used when the message is relevant to health and safety.
C) It may confuse, upset, or anger your audience as it conveys the bad news too abruptly.
D) It is used when the audiences are unlikely to be surprised by the news.
E) It is appropriate when the bad news is unexpected.
Answer: E
Explanation: E) It is appropriate to use the indirect organizational plan when the bad news is unexpected. It subordinates the bad news and reduces its adverse effects by providing supporting explanation prior to the revelation of the news.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.3
Difficulty: Moderate
Learning Outcome: Describe strategies for developing negative messages
26) In which of the following situations is the direct organizational method the preferred way to deliver bad news?
A) The news is likely to upset or anger the audience.
B) The news is irrelevant to health and safety.
C) The news is difficult to explain and understand.
D) It is important that the audience sees the news immediately.
E) The news is unexpected.
Answer: D
Explanation: D) The direct organizational method is preferred when it is important that the audience see the news immediately. It is used mostly when the news is expected and is unlikely to upset or anger the audience.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.3
Difficulty: Moderate
Learning Outcome: Describe strategies for developing negative messages
27) In which of the following situations should the indirect organizational method be avoided?
A) a message telling an employee that his approved vacation, which is due to start in a day, must be rescheduled due to an emergency in the office that will require his presence
B) a message informing a customer that her faulty product cannot be replaced due to the shortage of stock
C) a message informing a client that due to an unexpected personal situation you will not be able to meet your deadline
D) a message stating that the package a customer has ordered specially as a birthday gift will not be ready on time
E) a message communicating the recall of a particular model of car seat because of a defective latch
Answer: E
Explanation: E) When a customer must be warned about a health and safety problem, the message must be communicated directly. If the main message is buried, the audience might mistake the message for a routine communication and decide not to read it.
Classification: Application
AASCB: Analytic Skills
Objective: 6.3
Difficulty: Moderate
Learning Outcome: Compose and shape business messages
Copyright © 2014 Pearson Education, Inc.
28) Galaxy Foods, a large manufacturer of snack products, learns that some of the items it labels as nut-free may actually have been contaminated by tree nuts. A press release expressing this news needs to be drafted, and the PR department decides to use the indirect organizational plan. This plan ________.
A) is a good idea under the circumstances, as it will soften the impact of the bad news
B) is a strategic and forward-thinking move, to preserve the positive image of the company
C) is inappropriate, as it runs the risk of obscuring the bad news that could endanger people's health
D) is not the best decision as it will immediately alert the audience to the seriousness of the bad news
E) will ensure that while the audience may be surprised by the bad news, it will not be upset
Answer: C
Explanation: C) When presenting news that poses a risk to the health and safety of people, the direct method should be used. If the indirect method is used, the audience might wrongly interpret it as a routine message and stop reading.
Classification: Application
AASCB: Analytic Skills
Objective: 6.3
Difficulty: Moderate
Learning Outcome: Describe strategies for developing negative messages
29) Why is it inappropriate to use the indirect approach in a safety message?
A) The audience may mistake the message for a routine communication and decide not to read it.
B) It is most important to maintain the company's positive image and retain the customer's goodwill.
C) This approach will not be sufficient to soften the blow of the bad news.
D) This approach puts the audience's welfare ahead of the company's best interests.
E) It fails to adequately prepare the audience for the bad news that will follow.
Answer: A
Explanation: A) It is inappropriate to use the indirect approach in a safety message as the audience may mistake the message for a routine communication and decide not to read it.. Although the audience will be surprised and potentially upset with the bad news, their health is too important not to grab their attention.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.3
Difficulty: Moderate
Learning Outcome: Describe strategies for developing negative messages
30) You need to write a letter to a customer denying a claim, as the customer is responsible for the problem that she is asking you to fix. In this situation, ________.
A) the direct approach is best to buffer the bad news
B) the direct approach is preferred so that you get right to the point without introductory pleasantries
C) the indirect approach alleviates the need to phrase the bad news tactfully
D) the indirect approach can provide introductory information so it can be understood by the reader
E) you should always take responsibility for the claim even if you are not to blame in order to maintain the customer's goodwill
Answer: D
Explanation: D) Such a message is likely to surprise and upset the reader, so it is important to provide them the introductory information necessary, to understand why you are not responsible.
Classification: Application
AASCB: Analytic Skills
Objective: 6.3
Difficulty: Moderate Learning Outcome: Describe strategies for developing negative messages
31) If you phrase bad news ________, your audience is more likely to understand your message.
A) by sugarcoating it
B) in clear terms
C) through implication
D) by subtle hints
E) in vague terms
Answer: B
Explanation: B) The best way to ensure the audience understands the bad news is to state it clearly. If you convey bad news in vague terms or only imply the answer, the audience may misunderstand.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.3
Difficulty: Easy Learning Outcome: Describe strategies for developing negative messages
A customer writes to you seeking free repairs for a laptop manufactured by your company. From the customer's letter it is clear that the modifications she made to the computer void the warranty and leave her responsible for the repair costs.
32) Phrasing this bad news clearly ________.
A) is the best way to ensure that your message will be understood by the customer
B) runs the risk of confusing the customer
C) makes it more likely that the customer will misunderstand your message
D) is not recommended as it is more likely to anger the customer
E) is advised only if you are sure that the bad news will not upset the customer
Answer: A
Explanation: A) Phrasing the bad news clearly is critical to ensuring that the audience understands the bad news. If you convey the bad news in vague terms or only imply the answer, the audience may misunderstand.
Classification: Application
AASCB: Analytic Skills
Objective: 6.3
Difficulty: Moderate
Learning Outcome: Describe strategies for developing negative messages
33) Which of the following statements phrases this bad news most clearly?
A) It is unfortunate that the damage is due to operator error; please see the enclosed list of repair shops.
B) Warranty information makes it clear which types of situations are covered by warranty and which are excluded; the following repair shops would be able to assist you.
C) The warranty for this product excludes the situation you describe; we advise that you contact one of the repair shops listed below if you wish to pursue these repairs yourself.
D) We wish that the terms of your warranty could cover issues like the one you experienced; a repair can be easily arranged by contacting one of the following repair shops.
E) Some instances of damage are covered by the warranty, while others are the responsibility of the owner; if you really want the laptop repaired contact one of these repair shops.
Answer: C
Explanation: C) This statement makes it clear that the warranty excludes the situation the customer experienced, while the other statements merely hint at this. It further makes it clear that the repair shops listed can provide the service if the customers wants to arrange for them herself.
Classification: Application
AASCB: Analytic Skills
Objective: 6.3
Difficulty: Moderate
Learning Outcome: Compose and shape business messages
34) Which of the following is a way to "soften the blow" of bad news?
A) making the bad news vague
B) positioning bad news ahead of good news
C) subordinating the bad news
D) using negative language
E) placing the blame on the audience
Answer: C
Explanation: C) One of the best ways to soften the blow is by subordinating the bad news. By positioning the good news ahead of the bad news, you are able to soften the bad news by putting it in a larger context.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.3
Difficulty: Moderate
Learning Outcome: Describe strategies for developing negative messages
35) Which of the following statements about buffers is true?
A) A buffer is a closing statement that comes after the bad news.
B) A buffer tends to aggravate the adverse impact of the bad news.
C) A buffer should obscure the fact that the bad news may be coming later in the message.
D) A buffer can provide a context for the message or provide positive information that builds goodwill.
E) A buffer should divert the audience from the main idea of the news.
Answer: D
Explanation: D) A buffer can provide a context for the message or provide positive information that builds goodwill. It appears before the bad news and hints to the audience that bad news may be coming.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.3
Difficulty: Moderate
Learning Outcome: Describe strategies for developing negative messages
Business is bad and you need to cut costs by reducing your employees' work hours or by eliminating several positions. You plan a meeting with your employees to discuss this situation.
36) Beginning the meeting with a buffer statement ________.
A) is inappropriate since the employees will not be pleased by this news
B) could help encourage your employees to listen to the rest of your message with a positive attitude
C) which signals that bad news may be coming later in your message may mislead your employees
D) will prevent the employees from realizing the gravity of the situation
E) should not be done, as it tries to deceive your employees that your message does not contain bad news
Answer: B
Explanation: B) Beginning the meeting with a buffer statement could help encourage your employees to read the rest of your message with a positive attitude. A good buffer does not seek to mislead your audience.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.3
Difficulty: Moderate
Learning Outcome: Describe strategies for developing negative messages
37) Which of the following buffers would be the best choice to use in your opening remarks?
A) In spite of the bad economy, we have managed to maintain our high standards of customer service.
B) Our industry has been less affected by the financial downturn than many others.
C) We appreciate all the hard work you have put into trying to boost our store's performance; however, sales continue to drop significantly.
D) We expected better performance from all of you because that would have improved our sales.
E) I'm so sorry, but, unfortunately, people will lose their jobs today.
Answer: C
Explanation: C) This buffer thanks or compliments the employees' efforts, yet states that a problem still exists. It acknowledges their efforts, while still signaling that bad news may follow. The other buffers don't do the dual job of leading up to and/or softening the bad news, while still signaling that it will follow.
Classification: Application
AASCB: Analytic Skills
Objective: 6.3
Difficulty: Moderate
Learning Outcome: Compose and shape business messages
38) Which of the following is an acceptable way to ease the impact of bad news?
A) using the active voice
B) putting the bad news ahead of the explanation
C) avoiding the passive voice
D) surrounding the bad news by two subordinate clauses
E) avoiding clear phrasing
Answer: D
Explanation: D) Although you need to state bad news clearly, you can ease its impact by using subtle subordinating techniques, such as passive voice or a subordinate clause.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.3
Difficulty: Moderate
Learning Outcome: Describe strategies for developing negative messages
39) "Because the personalization information was approved when the order was finalized, a refund is not possible for this purchase."
Through which of the following techniques does the statement above ease the impact of bad news?
A) using the passive voice
B) implying the bad news in vague language
C) putting the bad news in a subordinate clause
D) putting the bad news in a main clause surrounded by two subordinate clauses
E) stating the negative part of the message in the active voice
Answer: A
Explanation: A) In passive voice sentences, the subject does not perform the action of the verb, so blame is not placed on the audience.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.3
Difficulty: Moderate
Learning Outcome: Describe strategies for developing negative messages
40) Which of the following statements works best to soften the impact of the bad news?
A) Unfortunately, your warranty does not cover the kind of damages that you have caused.
B) Because the damage was due to your negligence, the repair cost is your responsibility.
C) These repairs cannot be performed free of charge.
D) Your warranty extends only to manufacturing defects, not accidental breakage.
E) We must reject your claim as the damage in this case was your fault.
Answer: D
Explanation: D) Using positive or neutral language can soften the impact of your bad-news message. This choice is the best because it does not blame the audience and refrains from accusatory language. It also avoids excessive negatives.
Classification: Application
AASCB: Analytic Skills
Objective: 6.3
Difficulty: Moderate
Learning Outcome: Compose and shape business messages
41) Your audience will be less open to accepting the bad news if you ________.
A) treat them politely
B) express understanding of their concerns
C) show respect for them
D) use the word "you" a lot
E) employ neutral language
Answer: D
Explanation: D) Excessive use of the word "you" in a bad-news message may be perceived as accusatory or blaming. If the audience feels blamed rather than respected it is less likely to be open to your message.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.3
Difficulty: Moderate
Learning Outcome: Describe strategies for developing negative messages
42) A positive closing to a bad-news message ________.
A) refers to the negative news
B) apologizes for the bad news
C) is forward-looking
D) downplays a "silver lining"
E) reiterates the circumstances of the problem
Answer: C
Explanation: C) The conclusion to a bad-news message provides an additional opportunity to stress the positive, instill confidence, and promote goodwill. A positive closing does not refer to the negative news or apologize for the bad news. It is forward-looking and optimistic.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.3
Difficulty: Easy
Learning Outcome: Describe strategies for developing negative messages
43) Which of the following approaches is most likely to be appropriate for closing a bad-news message?
A) avoid proposing a solution
B) distract the audience from the topic
C) blame the audience
D) focus on a benefit
E) apologize for the bad news
Answer: D
Explanation: D) The closing must focus on a benefit. The conclusion provides an additional opportunity to stress the positive, instill confidence, and promote goodwill.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.3
Difficulty: Moderate
Learning Outcome: Describe strategies for developing negative messages
44) You had to let a client know that her portfolio experienced losses. Which of the following would be the best choice to use in the closing of your message?
A) Again, we are sorry that we were not able to do better with your investments this year.
B) Unfortunately many investors experienced losses in this tough economic climate.
C) To increase your investment return going forward, we suggest that you adjust your portfolio according to our recommendations.
D) We hope that you can overlook this past year's poor performance and trust that we will do better for your portfolio in the coming years.
E) We appreciate your understanding for the losses you incurred and look forward to doing business together in the future.
Answer: C
Explanation: C) The conclusion provides an additional opportunity to stress the positive, instill confidence, and promote goodwill. A positive closing does not refer to the negative news or apologize for the bad news. It is forward-looking and optimistic and might propose a solution or alternative, as in this example.
Classification: Critical Thinking
AASCB: Reflective Thinking Skills
Objective: 6.3
Difficulty: Difficult
Learning Outcome: Compose and shape business messages
A U.S. company and an Indian company are working together on a technology venture. A meeting is scheduled for Monday so that a prototype of the new system can be demonstrated. Unfortunately the prototype may not be completed by then.
45) One of the Indian employees working on the project is asked whether or not the prototype will be ready for the meeting. Which of the following is most likely to be the way in which this employee would deliver the bad-news message?
A) There is a good chance that the prototype will not be ready.
B) We have been working late all week to get it done.
C) The process has been more difficult than anticipated, so it will not be quite finished.
D) Although the prototype is not yet ready, if we can delay the demo until Wednesday the prototype will be fully functional.
E) While it will not be complete by Monday, we can demonstrate some aspects of the prototype at the meeting.
Answer: B
Explanation: B) In many eastern cultures, including India, people do not tend to communicate bad news explicitly. To avoid saying "no" they may ignore the question, change the subject, or make a statement from which you will infer the negative news. This statement is the best example among the choices of the way an Indian employee would say no without actually saying it.
Classification: Application
AASCB: Analytic Skills
Objective: 6.3
Difficulty: Moderate Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world
46) One of the U.S. employees working on the project is asked whether or not the prototype will be ready. Which of the following is most likely to be the way in which this employee would deliver the bad-news message?
A) We have been working hard for the past week to get it done.
B) I'll have to check with my developers.
C) It will not be fully functional, but we'll have something to demo.
D) We will do our best to be ready.
E) Would Tuesday be good for you?
Answer: C
Explanation: C) In the United States and many other western business cultures, people tend to communicate bad news explicitly. They may soften the bad news by using a buffer or subordinating it, but at some point in the message they will state the bad news. This is the only choice that does so.
Classification: Application
AASCB: Analytic Skills
Objective: 6.3
Difficulty: Moderate Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world
47) You want to turn down a vendor's proposal because it does not meet your requirements. Which of the following statements would be best to conclude your message?
A) Sorry, we cannot grant you this order.
B) Your proposal is rejected because it does not match our requirement.
C) We hope that you will consider submitting a proposal during our next round of requests, which begins in the next three months, as your current specifications seem better suited for our next requirement.
D) We are extremely sorry to inform you that we have granted this order to some other vendor.
E) We found that the bids submitted by several other vendors were better than that submitted by you.
Answer: C
Explanation: C) The closing should be forward-looking and optimistic. While closing a badnews message you should try to create options for future business.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.3
Difficulty: Moderate
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world
48) Evaluating a bad-news message ________.
A) is a good idea, but not vital
B) involves only the typical evaluating questions that should be used to evaluate any type of message
C) is less important than it is for other types of messages, as there is nothing you can do to alter the fact that your audience won't be receptive to bad news
D) should include determining if the message communicates a sense of goodwill to the audience and whether it will achieve a good business result
E) should only be done if there is time to spare, since bad-news messages are often very time sensitive
Answer: D
Explanation: D) For sensitive communication like bad-news messages, evaluation is particularly important because communication can have significant negative business results. In addition to the typical evaluating questions regarding clarity, honesty, and organization, you also need to consider a sense of goodwill and a good business result.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.4
Difficulty: Easy
Learning Outcome: Describe strategies for developing negative messages
49) You will not be able to meet the deadline you originally agreed to with a client. Asking for an extension instead of just stating that they will have to accommodate for the delay ________.
A) will be perceived as a sign of weakness
B) will likely be seen as aggression
C) is never recommended
D) is more likely to generate goodwill and achieve a good business result
E) may lead to confusion and dishonesty
Answer: D
Explanation: D) Since you have no power to force your client to accept your bad news, giving your client the option to say no is more likely to achieve goodwill by acknowledging their point of view. This will make it more likely for the relationship to continue in a positive manner.
Classification: Application
AASCB: Analytic Skills
Objective: 6.4
Difficulty: Moderate
Learning Outcome: Describe strategies for developing negative messages
You purchase baby blankets and then customize them by embroidering them with personal details, like name and birth date, that are requested by your customers. You have an order from a customer to personalize an animal print blanket, but you just found out that your supplier is out of stock for this print. You decide to write an email to your customer to deliver this bad news.
50) You begin with a well-crafted buffer expressing appreciation for the customer's business and signalling that bad news may follow. Then your draft continues, "I've got bad news - I can't deliver the blanket you ordered." Which of the following statements is most likely to be the best replacement for this sentence?
A) Your blanket is not available at this time.
B) Due to circumstances that are beyond my control you will not be able to get the baby blanket you ordered.
C) I'm so sorry to say that I can't give you the blanket you ordered.
D) Due to an issue with my supplier I am unable to obtain the animal print blanket that you requested for personalization.
E) I wish I could give you the blanket you ordered, but I will not be able to do so.
Answer: D
Explanation: D) This statement clearly expresses the problem of the print requested being out of stock at this time. It offers an honest explanation with enough detail for the customer to understand the situation.
Classification: Application
AASCB: Analytic Skills
Objective: 6.4
Difficulty: Moderate
Learning Outcome: Compose and shape business messages
51) After expressing the bad news to your customer you think of offering her some alternatives to try to preserve her goodwill and achieve a positive business result. In this context, which of the following options would NOT be a good choice to include in your message?
A) I am sure that if you go on the Internet you can find another blanket that you will like.
B) I can check with other suppliers to see if they can provide this print or a reasonable facsimile.
C) I can check with my supplier to see when he will get more of these blankets in stock.
D) I can provide you with a blanket in a similar motif or a similar color scheme.
E) I can provide some additional choices of new prints that were just released.
Answer: A
Explanation: A) The other choices all offer specific alternatives that you will seek out for the customer, showing an appreciation for her business and a desire to do what you can to remedy the situation. This choice puts the burden on the customer and is vague. Is she supposed to find a print that she will bring to your attention, or are you telling her to find someone else to create a personalized blanket for her? The other choices all do a better job of promoting goodwill and retaining the customer's business.
Classification: Critical Thinking
AASCB: Reflective Thinking Skills
Objective: 6.4
Difficulty: Difficult
Learning Outcome: Compose and shape business messages
52) You've expressed the bad news and advised your customer of the various alternatives to the print she originally ordered. Which of the following is the best option to include in your closing?
A) These things happen and I am confident that you will understand.
B) Please let me know which, if any, of the alternative options you would like to pursue.
C) Again, I am so very sorry that I cannot obtain the original print you requested.
D) So remember, it was my supplier that caused this difficulty, not me.
E) Tell me ASAP which other print I should personalize for you.
Answer: B
Explanation: B) This is the best choice. It focuses on moving forward from the problem without reiterating the bad news. It politely asks which option the customer is interested in, but allows for the possibility that she might not be interested in any of them. It doesn't dwell on the bad news or assign blame for the problem.
Classification: Application
AASCB: Analytic Skills
Objective: 6.4
Difficulty: Moderate
Learning Outcome: Compose and shape business messages
53) Denying a request or turning down an invitation ________.
A) is something people must do all the time, so it does not require sensitivity
B) should only be done if you have a prior commitment
C) requires disclosure of all the details behind your refusal
D) should not make the person who made the request feel guilty for asking
E) should be avoided at all costs
Answer: D
Explanation: D) Since you are likely unable or unwilling to grant every request you receive, you need to find a tactful, professional way to refuse the request that does not make the person who made the request feel guilty for asking.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.5
Difficulty: Moderate
Learning Outcome: Describe strategies for developing negative messages
54) Which of the following is NOT an example of a denial message?
A) informing a host that you cannot attend her charity event
B) letting a colleague know that you cannot help with a project
C) alerting your employer that you cannot find any problems in the proposal he had you review
D) telling a customer that you cannot refund her purchase
E) communicating that you cannot switch vacation days with your coworker
Answer: C
Explanation: C) Denying requests and invitations, denying claims, rejecting recommendations and proposals, identifying problems, and communicating negative change are all examples of common bad-news messages in business.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.5
Difficulty: Moderate
Learning Outcome: Compose and shape business messages
55) Research shows that customers tell nearly ________ as many people about their bad experiences than they tell about their good experiences.
A) one-third
B) half
C) twice
D) five times
E) ten times
Answer: C
Explanation: C) Bad news about customer service travels far and fast, so it is critically important to maintain goodwill when denying customer requests.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.5
Difficulty: Moderate
Learning Outcome: Discuss the challenges and importance of business communications
56) When communicating bad news to a customer, which of the following is most important in maintaining a positive relationship?
A) The company must correct all errors, if it is at fault.
B) The company must apologize whether or not they are at fault.
C) The company must avoid using buffer statements.
D) The company must avoid providing reasons for denying the request.
E) The company must use the direct approach so as not to waste the customer's time.
Answer: A
Explanation: A) In order to maintain a good relationship with the customer when denying a claim, it is most important that customers know that the company has corrected all errors and is willing to apologize, if the company is at fault.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.5
Difficulty: Moderate
Learning Outcome: Describe strategies for developing negative messages
57) Which of the following can soften the bad news when denying a customer request?
A) making the customer feel guilty about requesting
B) stating that such requests in the future will not be entertained
C) stating that company policy prohibits the request
D) offering an alternative solution to the customer's request
E) asking the customer to read the service guidelines before sending a request in the future
Answer: D
Explanation: D) Offering an alternative solution to the request would soften the bad news and would make it likely that the customer will continue business with the company although the request was denied.
Classification: Application
AASCB: Analytic Skills
Objective: 6.5
Difficulty: Moderate
Learning Outcome: Describe strategies for developing negative messages
58) In today's team-based businesses, which of the following is most likely to be the result of collaboration?
A) It creates a situation where fewer ideas are generated.
B) It creates a situation where you may need to accommodate more ideas than you decline.
C) It creates a situation where fewer ideas are needed because most of the information can be obtained from the Internet.
D) It creates a situation where you may need to reject more ideas than you accept.
E) It creates a situation where people are reluctant to come up with creative ideas.
Answer: D
Explanation: D) Collaboration increases the number of ideas that are generated, and consequently you often have to decline more ideas than you accept to complete a project.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.5
Difficulty: Moderate
Learning Outcome: Discuss the challenges and importance of business communications
59) You need to reject a proposal that your employee Amanda drafted. In your message, ________.
A) expressing appreciation is not necessary since drafting such proposals is part of Amanda's job
B) you do not need to offer an explanation as to why her proposal was rejected since you are her supervisor
C) you should tactfully turn down her proposal to ensure Amanda's contribution for future projects
D) it is more important to get the point of the rejection across to Amanda than it is to do so in a tactful manner
E) hint at the refusal and expect Amanda to read between the lines
Answer: C
Explanation: C) The key to tactfully turning down a proposal while maintaining goodwill and ensuring that the person will contribute to future projects is to express appreciation and provide a convincing explanation.
Classification: Application
AASCB: Analytic Skills
Objective: 6.5
Difficulty: Moderate
Learning Outcome: Compose and shape business messages
60) Some people believe that apologies are dangerous because ________.
A) they are not required for conveying a news in a sensitive way
B) they require more tact than informing clients about bad news
C) they need to be conveyed in indirect organization format rather than direct organization format
D) they put a business in a defensive position that could imply legal liability
E) they reflect the negative attitude of a business
Answer: D
Explanation: D) Some people believe that apologies are dangerous because they put a business in a defensive position that could imply legal liability.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.5
Difficulty: Moderate Learning Outcome: Discuss the challenges and importance of business communications
61) Apologizing for mistakes in a bad-news business message ________.
A) is never a good idea
B) creates adverse publicity for the business
C) can only harm the company's bottom line
D) is ethical, but not good for business
E) can have a positive effect
Answer: E
Explanation: E) Some think an apology is dangerous because it could imply legal liability, but research shows that a well-timed, strategically worded apology can improve a company's image, facilitate forgiveness, and even decrease damages if the case goes to court.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.5
Difficulty: Moderate Learning Outcome: Describe strategies for developing negative messages
62) Taking a "you perspective" in the face of a mistake ________.
A) results in the customer ending all business relations with the company
B) is considered to be harmful for future business
C) results in angry customers
D) is ethical and a good business decision
E) must be avoided
Answer: D
Explanation: D) Taking a "you perspective" in the face of a mistake is not only ethical, but also a good business decision. A strategically worded apology can improve a company's public image, facilitate forgiveness, and even decrease damages if a case goes to court.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.5
Difficulty: Moderate
Learning Outcome: Describe strategies for developing negative messages
Copyright © 2014 Pearson Education, Inc.
63) Like other bad-news communications, delivering bad news to a vendor requires balancing ________.
A) anger with frustration
B) a clear statement of the bad news with positive statements of goodwill
C) a hint of the bad news with a clear statement of the consequences of not improving performance
D) a clear statement of goodwill with a buffer for the bad news
E) your responsibility for the bad news with the audience's responsibility for the bad news
Answer: B
Explanation: B) All bad news communications should strive to balance a clear statement of the bad news with positive statements of goodwill.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.5
Difficulty: Moderate
Learning Outcome: Describe strategies for developing negative messages
64) You need to tell one of the vendors, Greg, that his performance lately has not been up to your expectations. Which of the following statements would be best to use in a message delivering this bad news?
A) You have failed to live up to our expectations.
B) During the last quarter your performance has failed to satisfy.
C) Recent results have not met the standards agreed upon at the outset of our relationship.
D) We are not at all pleased with the way you have done your job in recent months.
E) You have disappointed us and you need to improve your performance dramatically.
Answer: C
Explanation: C) Although you might think that being sensitive to a vendor about bad news is not as important as being sensitive to a client, in most cases, you want to fix the problem and continue a positive business relationship. This is the only option which puts forward the message in a neutral language.
Classification: Application
AASCB: Analytic Skills
Objective: 6.5
Difficulty: Moderate Learning Outcome: Compose and shape business messages
You run a computer repair and networking company and subcontract some of your business out to independent computer professionals.
65) You have detected mistakes in the last two jobs performed by Ashley, one of your subcontractors. When delivering this bad-news message to her, ________.
A) be sure to sugarcoat it so that you do not damage your relationship with Ashley
B) don't worry about using tact in this message, as Ashley is working for you in this relationship
C) imply the bad news, so that you don't run the risk of insulting Ashley
D) assume some of the blame yourself so that Ashley can save face
E) use tact and sensitivity, as an unhappy subcontractor could complain about you to customers and damage your company's reputation
Answer: E
Explanation: E) Although you might think that being sensitive to a vendor about bad news is not as important as being sensitive to a client, in most cases, you want to fix the problem and continue a positive business relationship. Disgruntled vendors can easily damage your reputation by complaining about you to customers and competitors.
Classification: Application
AASCB: Analytic Skills
Objective: 6.5
Difficulty: Moderate
Learning Outcome: Compose and shape business messages
66) To remain competitive, businesses need to ________.
A) change their procedures and policies in response to customer needs and the state of the economy
B) give the appearance of change while maintaining the status quo
C) remain faithful to their tried and true methodologies even in the face of changing demands from their clients and the economy
D) change their procedures and policies every few years, even if customer needs and the economy don't warrant it
E) avoid change until it is absolutely necessary, as it can be very disruptive to the way an organization is run
Answer: A
Explanation: A) To remain competitive, businesses must change their procedures and policies based on customer needs and the state of the economy.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.5
Difficulty: Moderate
Learning Outcome: Discuss the challenges and importance of business communications
67) Which of the following changes is most likely to negatively affect the audience?
A) change in processes
B) change in systems
C) layoffs
D) human resource modifications
E) technological changes
Answer: C
Explanation: C) Changes that negatively affect audiences are layoffs, reductions in benefits, etc.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.5
Difficulty: Moderate
Learning Outcome: Compose and shape business messages
68) Bad news or bad publicity ________.
A) must be ignored
B) is often encouraged by a business to show its customer sensitivity
C) spreads rarely and slowly
D) can never be controlled by employees of the company
E) needs to be controlled
Answer: E
Explanation: E) Communicating about bad news in business requires more than just delivering the news effectively. You also need to control any bad news or bad publicity that circulates about your company.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.6
Difficulty: Moderate Learning Outcome: Compose and shape business messages
69) With the rise of social media, the controlling of bad news ________.
A) is done only by external public relations professionals
B) has become less important
C) is only handled by corporate communication professionals
D) can be done by all employees
E) has become mandatory by law
Answer: D
Explanation: D) This role was traditionally handled by public relations or corporate communication professionals. However, with the rise of social media, all employees can and often must play a role in controlling bad news.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.6
Difficulty: Moderate Learning Outcome: Describe best practices in team and interpersonal communication
70) When customers read negative information about a product, ________.
Copyright © 2014 Pearson Education, Inc.
A) 90 percent do not believe in it
B) only 10 percent consider it to be genuine
C) there is a fifty-fifty chance that it would be taken seriously
D) 40 percent ignore the information
E) 80 percent will choose not to purchase that product
Answer: E
Explanation: E) When they read negative information about a company or product online, 80 percent will choose not to purchase that product.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.6
Difficulty: Moderate Learning Outcome: Discuss the challenges and importance of business communications
71) Communicating bad news ineffectively may not only anger people, but it may harm your own business.
Answer: TRUE
Explanation: Delivering bad news ineffectively may anger people, but it also runs the risk of losing customers, clients or employees. In some situations, legal liabilities may also be an issue.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.1
Difficulty: Easy
Learning Outcome: Describe strategies for developing negative messages
72) Rejecting an employee's request for a raise is an example of a bad-news message.
Answer: TRUE
Explanation: Any message that may disappoint, inconvenience, or even anger your audience is a bad-news message. Other examples include explaining an unexpected problem or turning down someone who applied for a job.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.1
Difficulty: Easy Learning Outcome: Compose and shape business messages
73) The rise of social media puts additional pressure on businesses to handle bad-news messages well.
Answer: TRUE
Explanation: The rise of social media puts additional pressure on businesses to handle bad-news messages well.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.1
Difficulty: Easy Learning Outcome: Compose and shape business messages
74) Stating bad news in vague terms is a good way to preserve the audience's self-esteem.
Answer: FALSE
Explanation: While it is important to convey the news sensitively to avoid offending your audience, the message must be clear.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.1
Difficulty: Easy Learning Outcome: Describe strategies for developing negative messages
75) After composing a bad-news message, analyze the situation by asking yourself about the goal of your message, the audience, content, organization, and medium.
Answer: FALSE
Explanation: It is important to analyze the situation before composing your message in order to effectively communicate the bad news.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.2
Difficulty: Easy Learning Outcome: Describe strategies for developing negative messages
76) Analyzing is crucial to developing a message that supports your business goals and positively affects audience reaction.
Answer: TRUE
Explanation: Analyzing is crucial to developing a message that supports your business goals and positively affects audience reaction. Among other things, the analyzing phase involves asking yourself what business result you want to achieve and anticipating your audience's reaction to the bad news. You must take these considerations into account to create an effective message.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.2
Difficulty: Easy Learning Outcome: Describe strategies for developing negative messages
77) If you feel that a face-to-face meeting is the appropriate way to deliver your bad-news message but it is too difficult to arrange logistically, a telephone call is a good alternative that still allows for personal contact.
Answer: TRUE
Explanation: Face-to-face meetings may take time to set up or be difficult due to geographic diversity, but a phone call still allows you to make a personal contact and to hear your audience's tone of voice.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.2
Difficulty: Easy Learning Outcome: Plan and prepare business messages
78) If your supervisor asks you to communicate some news to many employees and shareholders in your company simultaneously, one appropriate medium to accomplish this is a letter.
Answer: FALSE
Explanation: Letters must be sent and delivered, so do not allow for simultaneous sharing of information. Some choices that do are a group meeting, email, a memo, newsletter, website or social networking site.
Classification: Application
AASCB: Analytic Skills
Objective: 6.2
Difficulty: Easy
Learning Outcome: Plan and prepare business messages
79) Most routine business communication benefits from an indirect organizational plan which involves placing the main idea after the supporting details.
Answer: FALSE
Explanation: Most routine business communication benefits from a direct organizational plan, which states the purpose and main idea of the message before the supporting details.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.3
Difficulty: Easy
Learning Outcome: Describe strategies for developing negative messages
80) A buffer is an introductory sentence or paragraph that leads up to and softens the bad news.
Answer: TRUE
Explanation: A buffer is used in the indirect organization approach.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.3
Difficulty: Easy
Learning Outcome: Describe strategies for developing negative messages
81) When delivering bad news it is best to only imply the message.
Answer: FALSE
Explanation: If you convey the bad news in vague terms or only imply the answer, the audience may misunderstand. The best way to ensure that the audience understands the bad news is to state it clearly.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.3
Difficulty: Easy Learning Outcome: Describe strategies for developing negative messages
82) If bad news is expected, then you shouldn't try to soften the blow of the bad news.
Answer: FALSE
Explanation: Regardless of which organizational plan you use to present the main idea of a badnews message, you want to "soften the blow" of the bad news, even if it is expected.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.3
Difficulty: Easy
Learning Outcome: Describe strategies for developing negative messages
83) The following statement eases the impact of the bad news by placing it in a subordinate clause:
"Although a replacement is not provided by the terms of your warranty, we are happy to offer you a 15% discount on your next purchase."
Answer: TRUE
Explanation: When you place the bad news in a subordinate clause ("Although a replacement is not provided by the terms of your warranty"), you can emphasize the good news ("We are happy to offer you a 15% discount") in the main clause.
Classification: Application
AASCB: Analytic Skills
Objective: 6.3
Difficulty: Moderate
Learning Outcome: Describe strategies for developing negative messages
84) Within Indian culture, saying "no" without actually saying it is considered evasive.
Answer: FALSE
Explanation: In many eastern cultures including India, people say "no" by ignoring the question, changing the subject, making a statement from which the bad news can be inferred, etc. It is understood that the speaker is uncomfortable actually saying "no," and is not considered to be evasive.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.3
Difficulty: Easy
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world
85) For sensitive communication like bad-news messages, evaluation is particularly important because communication can have significant negative business results.
Answer: TRUE
Explanation: While evaluation is important for any communication to ensure that your message is effective, it is essential for sensitive communication due to the serious negative results that could follow. You must evaluate to consider whether a sense of goodwill is communicated, and to ensure that the message achieves a good business result.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.4
Difficulty: Easy Learning Outcome: Revise, complete, and distribute business messages
86) Imposing bad news on a client may lead to negative business results.
Answer: TRUE
Explanation: Giving your audience the opportunity to say no is likely to achieve a better business result than imposing the bad news on them and presuming that they will comply.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.4
Difficulty: Easy Learning Outcome: Revise, complete, and distribute business messages
87) Declining an invitation is an example of a bad-news message.
Answer: TRUE
Explanation: Denying a request or an invitation, denying a consumer claim, and rejecting a recommendation or proposal are all examples of bad-news business messages.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.5
Difficulty: Easy Learning Outcome: Compose and shape business messages
88) If denying a customer's request results in losing their goodwill, the worst that can happen is that you can lose their business.
Answer: FALSE
Explanation: It is true that losing a customer's goodwill can result in losing their business. But since customers are likely to tell twice as many people about their bad experiences as their good ones, bad word of mouth can jeopardize the business of their friends and colleagues as well.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.5
Difficulty: Moderate Learning Outcome: Compose and shape business messages
89) Use a template or a generic message to respond to negative posts or even complaint emails.
Answer: FALSE
Explanation: Do not use a template or a generic message to respond to negative posts or even complaint emails.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.6
Difficulty: Easy
Learning Outcome: Compose and shape business messages
90) Research shows that social media audiences respond much better to impersonal messages than to personal-sounding responses.
Answer: FALSE
Explanation: Research shows that social media audiences respond much better to personalsounding responses than to impersonal ones.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.6
Difficulty: Easy
Learning Outcome: Plan and prepare business messages
Mariana is a young woman who spends a good deal of her time and income on athletic and outdoor pursuits. She recently purchased a pair of in-line skates that got damaged within a week of use on her beach vacation. She wrote to Fleet of Foot (FOF), the manufacturer of the skates, to request a repair or refund and was disappointed to receive a letter denying either action. The letter flatly stated that FOF was in no way responsible because the style of skate Mariana purchased was not made for use near salt water or sandy areas. The letter further stated that Mariana would have known this if she had read the instruction manual and product warranty information.
91) Discuss FOF's letter in light of the four goals of delivering bad news.
Answer: FOF's letter failed to achieve two of the goals of effectively delivering bad news. While it conveyed the message clearly, it offended Mariana and damaged her self-esteem by blaming her for not reading the product manual. It also failed to project a positive image and maintain Mariana's goodwill and future business.
Classification: Application
AASCB: Analytic Skills
Objective: 6.1
Difficulty: Difficult
Learning Outcome: Compose and shape business messages
92) How would you suggest improving this message?
Answer: The letter could have delivered the news in a more sensitive manner, projected a better self-image, and potentially retained the goodwill and future business of the client. The letter could have thanked Mariana for choosing their product and explained that different styles are designed for different uses. It could have specifically addressed the issue, stating that these skates were not recommended for the conditions they were subjected to, without blaming Mariana for not knowing this from reading the manual herself. They could have directed her to a repair store or offered her a discount or similar promotion to purchase a pair more suited to her needs. They could have avoided making her feel stupid about the purchase and angry about not getting any help, while still clearly avoiding financial liability. Alternately, they could have stated their lack of mistake and yet chosen to repair/replace the skates to retain her business and goodwill.
Classification: Critical Thinking
AASCB: Reflective Thinking Skills
Objective: 6.1
Difficulty: Difficult
Learning Outcome: Compose and shape business messages
93) Discuss the ramifications of firing by email or text message.
Answer: Firing via a text message or email is impersonal and rude, and a face-to-face approach is preferred. In one case several hundred workers were fired by email, which resulted in infuriated workers who retaliated against the company by bashing it in the media. Losing a job is difficult regardless of the medium in which the news is communicated, but compounding that with a lack of sensitivity and respect can only make a bad situation worse.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.2
Difficulty: Easy
Learning Outcome: Plan and prepare business messages
Stacey runs a small technology company. She has tried to retain all her staff, but her business is losing money and she has no alternative but to let several employees go. These workers are professional, loyal, and highly effective, but Stacey can no longer bear the expense of their salaries and benefits. She feels terrible about letting these employees go, and even somewhat guilty that she couldn't improve the bottom line enough to save their jobs. As the business is a technology company, much of the communication is done via email, text messaging, etc.
94) How would you advise Stacey to convey to the employees that they are fired?
Answer: Despite the fact that the employees at the technology company do much of their communication via email and text messaging, this would not be the preferred way to fire the employees. Firing via a text message or email is impersonal and rude, and a face-to-face approach is preferred. In this case, Stacey runs a small business and can meet with the employees face-to-face; in some situations when many workers are let go from a big company such meetings may need to occur over the phone. In deciding whether to use the direct or indirect approach, one must consider whether the layoffs are expected or will come as a surprise. Do the employees know that the company is in such bad financial shape? Has Stacey been vocal about feeling the need to let staff go but fighting it as much as she can? If the news is unexpected the indirect approach is preferred, to put the situation in context for the employees and let them know that this is not a decision Stacey has made lightly. Giving the employees the introductory information will help them understand that this action was a last resort for Stacey, that she fought against it for a long time. She should be sure to let them know that this is not a reflection of their performance, but due strictly to the financial situation of the company. She should, however, be sure to phrase the bad news clearly. The employees should know that they are terminated, and that there is no chance of changing that decision. Stacey can close by letting the employees know that she will be happy to give them positive recommendations when they seek new work, and alert them if she learns of any jobs in their industry.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.2
Difficulty: Difficult
Learning Outcome: Compose and shape business messages
Your bid to set up the computer system at Evergreen, a small local business, was accepted. Today you found out that the software that Evergreen's systems require just had a price increase, so your bid will need to increase to reflect this change.
95) As you plan your message to notify Evergreen of the increase, you consider not telling them the reason for it, as you don't think they need to be bothered with the technical details. Why might this backfire on you? What might you do in your message to soften the bad news?
Answer: Of all the features in a bad-news message, the explanation of the reasons behind the bad news is the most powerful to convince the audience to accept your bad news. Failing to do so could result in Evergreen losing trust in you for arbitrarily raising your bid once you had the job without justification. This approach may also give the impression that you don't respect your client enough to think that they will understand the situation. A way to soften the bad news might be to explain that the software price increase comes with the unexpected benefit of some new features that will be useful in Evergreen's business.
Classification: Critical Thinking
AASCB: Reflective Thinking Skills
Objective: 6.2
Difficulty: Difficult
Learning Outcome: Compose and shape business messages
Business is bad and you need to cut costs by reducing your employees' work hours or by eliminating several positions. You plan a meeting with your employees to discuss this situation.
96) You consider using the buffer mentioned below to begin your remarks. Discuss whether or not using a buffer is a good idea, and how this particular example will meet your objectives: "I am grateful that you have all worked hard this past year to keep costs down and try to increase sales, and we are thrilled to announce that our customer satisfaction rating is at an all-time high."
Answer: A buffer is an introductory statement that leads up to bad news and softens its impact. It may provide a context for the message or provide positive information that builds goodwill. However, a buffer must signal that bad news may be coming later in the message. A buffer statement that does not provide this signal may mislead and ultimately anger the audience. This buffer thanks the employees for their efforts, and compliments them on their high customer satisfaction rating. However, it gives no indication that bad news will follow. This statement is actually so positive and complimentary that it gives the impression that good news will follow, not a discussion of whether hours should be cut or jobs eliminated. Setting up an audience for good news only to deliver bad news would lead to anger and confusion. The buffer could be corrected by adding words to the effect that despite the dedication of employees, sales are still down.
Classification: Critical Thinking
AASCB: Reflective Thinking Skills
Objective: 6.3
Difficulty: Difficult
Learning Outcome: Compose and shape business messages
97) When conveying a bad-news message, how might the use of the word "you" be interpreted?
Answer: If you use the word "you" too much in a bad-news message, the audience might feel blamed rather than respected. To prevent this, avoid using language that is accusatory or blaming. Since your audience will be more open to accepting the bad news if you treat them politely and respectfully, it is important to strive for this tone. The tone and style of the message should help the audience feel good about you, the situation, and themselves. Another way to achieve this may be to use the passive voice. In passive voice sentences, the subject does not perform the action of the verb. Using the passive voice avoids placing the blame on the audience.
Classification: Critical Thinking
AASCB: Reflective Thinking Skills
Objective: 6.3
Difficulty: Moderate
Learning Outcome: Compose and shape business messages
98) Discuss whether or not an apology should be part of a bad-news message.
Answer: If you are responsible for the problem, delay, or bad news that you are communicating, it is likely a good idea to include an apology. A sincere apology acknowledging the implications of the bad news for your client may help you project a positive image, maintain goodwill, and hopefully preserve the relationship. By contrast, an insincere apology can alienate your audience. Some think an apology is dangerous because it could imply legal liability, but research shows that a well-timed, strategically worded apology can improve a company's image, facilitate forgiveness, and even decrease damages if the case goes to court. If you apologize for something that is not your fault you run the risk of giving your audience the impression that you are in fact responsible. On the other hand, dodging responsibility when it is appropriate can anger the customer and damage your business. There is no right or wrong answer. Each situation must be considered and evaluated to determine whether or not to include an apology.
Classification: Critical Thinking
AASCB: Reflective Thinking Skills
Objective: 6.5
Difficulty: Difficult
Learning Outcome: Compose and shape business messages
99) Discuss how the legal liabilities of bad news might be affected by the delivery of the message.
Answer: Legal liabilities may result from some bad-news messages, for example, having to break or modify a contract. If you are unable to meet the terms of your original contract, but convey this news in a message that takes into account your customer's perspective, acknowledges the inconvenience the news will cause your customer, and offers some alternatives, you will stand a better chance of maintaining the customer's goodwill and business. For instance, instead of declaring you cannot meet a contractually agreed upon deadline, you might ask the customer for an extension, or even for a modification of which deliverables will be submitted by the original date. This gives the customer a sense that you value his business and puts him in the position of being able to grant you a favor, instead of being in the powerless position of having bad news imposed on him. This would likely mean that you will be able to work the situation out amicably instead of dealing with litigation. Whether or not you include an apology may also have some bearing on the legal situation. Some people feel that it is dangerous to apologize, as doing so puts a company in a defensive position that could imply legal liability. Yet some research has shown that a well-timed, strategically worded apology can improve a company's public image, facilitate forgiveness, and even decrease damages if a case goes to court.
Classification: Conceptual
AASCB: Communication Abilities
Objective: 6.5
Difficulty: Moderate
Learning Outcome: Compose and shape business messages
