Business communication process and product brief canadian canadian 4th edition guffey test bank

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Chapter 9 Negative Messages MULTIPLE CHOICE 1. What perception could reduce the bad feelings associated with receiving disappointing news? a. belief by the receiver that the decision was biased b. belief by the receiver that the matter was treated seriously c. failure by the receiver to understand the reason for the rejection d. belief by the receiver that the news was revealed insensitively ANS: B

The bad feelings associated with disappointing news can generally be reduced if the receiver believes that the decision was fair, thinks the matter was treated seriously, knows the reason for the rejection, and feels that the news was revealed sensitively.

PTS: 1 DIF: 2 REF: p. 204 TOP: Conveying Negative News Effectively

OBJ: 9-1 BLM: HIGHER ORDER

2. Which of the following is the best advice when communicating bad news? a. As long as the bad news is delivered tactfully, you don’t have to give the reasons

for the bad news. b. To show sensitivity, you should always deliver bad news using the indirect method. c. Because bad news disappoints, irritates, and sometimes angers the receiver, such messages must be written carefully. d. Consider your primary goal in delivering bad news to be informing the reader and continuing ongoing correspondence regarding the situation.

ANS: C

a.

The bad feelings associated with disappointing news can generally be reduced if the reader knows the reasons for the bad news. b.

Bad news can be delivered using the direct or indirect pattern, depending on the situation. c.

Bad-news messages must be written carefully, since bad news can disappoint, irritate, and sometimes anger the receiver. d.

When you communicate bad news, your primary goal is to make the reader understand and accept the bad news; a secondary goal is to eliminate future correspondence.

PTS: 1 DIF: 2 REF: p. 204 TOP: Conveying Negative News Effectively

OBJ: 9-1 BLM: HIGHER ORDER

3. In frustration, Cassie posted a comment on Twitter about her co-worker’s perpetual lateness

complaining that he was a lazy slacker. What is her post considered? a. slander b. libel c. harmless d. appropriate ANS: B

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You may now be prosecuted if you transmit a harassing or libellous message by e-mail or post it on social networking sites, such as Facebook and Twitter. When the abusive language is written, it is called libel.

PTS: 1 DIF: 3 REF: p. 206 TOP: Conveying Negative News Effectively

OBJ: 9-1 BLM: HIGHER ORDER

4. Omar doesn’t agree with his company’s hiring decision and wants to send a letter of support

to an unsuccessful candidate. Which of the following should he do? a. offer to be a future reference for the candidate b. avoid dangerous words and apologies c. use his home computer and write on plain paper d. have his co-worker proofread it before sending it out ANS: C

If you want to communicate your personal feelings or opinions, use your home computer or write on plain paper (rather than company letterhead) and sign your name without title or affiliation.

PTS: 1 DIF: 3 REF: p. 206 TOP: Conveying Negative News Effectively

OBJ: 9-1 BLM: HIGHER ORDER

5. What is one of the three primary goals in communicating bad news? a. to make the receiver understand the company’s policy behind the bad news b. to explain clearly who is to blame for the bad news c. to have the receiver accept the bad news d. to eliminate future correspondence and business with the receiver ANS: C

The three primary goals in communicating bad news are (1) to make the receiver understand the bad news, (2) to have the receiver accept the bad news, and (3) to maintain a positive image of you and your organization. You should not place blame on someone for the bad news.

PTS: 1 DIF: 2 REF: p. 204 TOP: Conveying Negative News Effectively

OBJ: 9-1 BLM: HIGHER ORDER

6. What is one important goal when communicating negative news? a. project a professional image b. make sure you look like the “good guy” c. never accept blame d. sever the relationship after giving the bad news ANS: A

You should strive to project a professional and positive image of yourself and your organization.

PTS: 1 DIF: 1 REF: pp. 204–205 TOP: Conveying Negative News Effectively

Copyright © 2013 Nelson Education Ltd.

OBJ: 9-1 BLM: REMEMBER

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7. Shania had to write a letter to a job applicant telling him that he was not selected for a

position. Since she really liked the applicant, in the rejection letter she wrote, I thought you were our top candidate. What has Shania done that might lead to legal difficulties? a. She is guilty of the “good-guy syndrome.” b. She has used careless language. c. She has used abusive language. d. She has done nothing wrong.

ANS: A

In an attempt to make herself look better and to make the receiver feel better, Shania became guilty of the “good-guy syndrome,” which is legally dangerous.

PTS: 1 DIF: 3 REF: pp. 205–206 TOP: Conveying Negative News Effectively

OBJ: 9-1 BLM: HIGHER ORDER

8. In a recommendation letter, Gavin falsely states that former employee Carly was lazy in

performing her job. How might this action be considered? a. as slander b. as libel c. as a little white lie d. as legitimate ANS: B

Gavin’s written comments are false, so his action is considered to be libel.

PTS: 1 DIF: 3 REF: pp. 205–206 TOP: Conveying Negative News Effectively

OBJ: 9-1 BLM: HIGHER ORDER

9. Chandra makes an abusive statement about Dylan. Under what circumstances would this

language NOT be open to legal action? a. Chandra’s statements are true. b. Chandra sends the message by e-mail to two other employees in the department. c. Chandra makes the comments to Dylan in private. d. Chandra’s statements are not damaging to Dylan’s reputation.

ANS: C

a.

Abusive language is actionable if it is false, published, and damaging to one’s good name. b.

Abusive language is actionable if it is false, published, and damaging to one’s good name. c.

If Chandra’s comments are made in private, they will not be actionable. d.

Abusive language is actionable if it is false, published, and damaging to one’s good name.

PTS: 1 DIF: 3 REF: pp. 205–206 TOP: Conveying Negative News Effectively

OBJ: 9-1 BLM: HIGHER ORDER

10. Marcellis sent a letter to a teacher who had requested a tour of his company. In the letter he

included the sentence Although we would like to have your class visit our factory, much of the work area is too dangerous for group tours. What has Marcellis done that might lead to legal difficulties? a. He is guilty of the “good-guy syndrome.”

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b. He has used careless language. c. He has used abusive language. d. He has done nothing wrong.

ANS: B

Marcellis has used careless language. His statement could be interpreted to mean that the work area is too dangerous for anyone, which could lead to a lawsuit.

PTS: 1 DIF: 3 REF: pp. 205–206 TOP: Conveying Negative News Effectively

OBJ: 9-1 BLM: HIGHER ORDER

11. Select the most accurate statement. a. An employee’s words, decisions, and opinions are assumed to represent those of

the organization. b. In order to be considered defamation, a statement must be made in writing. c. To be actionable (likely to result in a lawsuit), abusive language can be true or false, as long as it is damaging. d. In a situation that could be legally dangerous, try to volunteer as much information as possible, to demonstrate that you are being completely honest.

ANS: A

a.

Business communicators act as agents of their organizations. Their words, decisions, and opinions are assumed to represent those of the organization. b.

Defamation is the legal term for any false statement that harms an individual’s reputation; the statement can be written or spoken. c.

To be actionable (likely to result in a lawsuit), abusive language must be false. d.

Volunteering extra information can lead to trouble. Avoid supplying data that could be misused, and avoid making promises that can’t be fulfilled. Don’t admit or imply responsibility for conditions that caused damage or injury.

PTS: 1 DIF: 2 REF: pp. 205–206 TOP: Conveying Negative News Effectively

OBJ: 9-1 BLM: HIGHER ORDER

12. When should the direct pattern be used to communicate bad news? a. never b. when you don’t know your reader c. when firmness is necessary d. when maintaining goodwill is important ANS: C PTS: 1 DIF: 2 REF: p. 207 OBJ: 9-2 TOP: Examining Negative News Strategies BLM: HIGHER ORDER 13. Daiyu is sending her customer a final notice letter about his unpaid lawn care bill. Which of

the following strategies should she use? a. persuasive b. direct c. goodwill d. indirect ANS: B

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When firmness is necessary, use the direct strategy. Messages that must demonstrate determination and strength should not use delaying techniques.

PTS: 1 DIF: 3 REF: p. 207 TOP: Examining Negative News Strategies

OBJ: 9-2 BLM: HIGHER ORDER

14. Amber will be writing a bad-news letter to a customer and wants to follow the four-part

indirect plan. In what order should she organize her letter? a. bad news, reasons, buffer, pleasant close b. buffer, bad news, reasons, pleasant close c. buffer, reasons, bad news, pleasant close d. reasons, bad news, buffer, pleasant close ANS: C

The indirect plan consists of four parts in this order: buffer, reasons, bad news, and pleasant close.

PTS: 1 DIF: 3 REF: p. 209 TOP: Examining Negative News Strategies

OBJ: 9-2 BLM: HIGHER ORDER

15. Viktoria shipped the wrong order to a customer and is unable to re-send the correct order until

a new shipment arrives in two weeks. Which of the following should she make sure to include in her letter to the customer? a. a direct opening b. an apology c. a compliment d. good wishes ANS: B

Apologies to customers are especially important if you or your company erred. They cost nothing, and they go a long way toward soothing hard feelings.

PTS: 1 DIF: 3 REF: p. 210 TOP: Examining Negative News Strategies

OBJ: 9-2 BLM: HIGHER ORDER

16. What does the following sentence convey? It is with deep regret that I have to cancel

tonight’s hockey game, and we will do everything in our power to reschedule within a week’s time. a. facts b. implied refusal c. empathy d. best news ANS: C

Empathy is the ability to understand and enter into the feelings of another. One of the hardest things to do in negative messages is to convey sympathy and empathy.

PTS: 1 DIF: 3 REF: p. 211 TOP: Examining Negative News Strategies

OBJ: 9-2 BLM: HIGHER ORDER

17. Gordon must write a bad-news message to a client, telling her that his report will be late.

What should he do first?

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a. b. c. d.

Outline the four parts of the bad-news pattern.

Select an appropriate colour of stationery that will be calming to the reader.

Analyze the bad news to determine how it will affect the reader.

Brainstorm for ideas of how to present the reasons for the bad news.

ANS: C

The first thing Gordon should do is analyze the bad news so that he can anticipate its effect on the receiver.

PTS: 1 DIF: 3 REF: p. 209 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER 18. What is the purpose of a buffer statement? a. to avoid legal liability b. to reduce the reader’s shock or pain related to the bad news c. to inform the reader of the bad news d. to explain company policy regarding the bad-news message ANS: B

A buffer is used to reduce the reader’s shock or pain related to the bad news.

PTS: 1 DIF: 2 REF: pp. 209–210 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER 19. Which sentence is the best example of an effective buffer in a bad-news letter telling a job

applicant that the position has been filled? a. I have before me your application of November 28, wherein you applied for the medical clerk position. b. We are very sorry to have to tell you that the medical clerk position has been filled. c. We enjoyed meeting you last week to discuss your qualifications for the medical clerk position. d. We are thrilled to have an applicant with your stellar qualifications.

ANS: C

a.

This buffer is trite and uses outdated, pretentious language. b.

This buffer is not effective because it reveals the bad news immediately. c.

This buffer is effective because it gives a compliment without misleading the reader. d.

This buffer is not effective because it conveys a false impression that good news follows.

PTS: 1 DIF: 3 REF: pp. 209–210 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER 20. Chavi has decided that she must apologize to a customer in her buffer. Which of the following

is the best example of an effective apology? a. We apologize for any inconvenience this has caused. b. You have every right to be concerned, and we sincerely apologize for the delay in filling your order. To prevent this from occurring again, we have upgraded our software and retrained our order takers.

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c. We regret that you were not happy with the situation. d. We are sorry and admit that we are completely responsible and take full legal

responsibility for this situation.

ANS: B

a.

This apology sounds hollow and insincere. b.

This apology is effective because it sounds sincere and it shows what the company has done to prevent future problems. c.

This apology sounds hollow and insincere. d.

This apology admits blame, which might lead to a lawsuit.

PTS: 1 DIF: 3 REF: pp. 209–210 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER 21. Which sentence would be the best opening for a letter from a local nonprofit organization

refusing a request for a charitable donation? a. This is to inform you that your kind letter of May 14 has been directed to me for reply. b. We have received your letter requesting a donation to your annual fund-raiser. c. The services you provide for homeless families in our community are necessary and important. d. Although we admire what your organization does for our community, unfortunately we are unable to donate to your fund-raiser at this time.

ANS: C

a.

Avoid beginning letters with wordy, unnecessary introductions such as This is to inform you that ... b.

Avoid obvious statements such as We have received your letter ... c.

The services you provide for homeless families in our community are necessary and important is an effective buffer because it compliments the receiver but doesn’t suggest that a contribution will be made. d.

An opening buffer should be not be negative and should not reveal the bad news.

PTS: 1 DIF: 3 REF: pp. 209–210 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER 22. What is the most important part of a bad-news letter? a. a good buffer that gets the letter started positively b. a list of feasible alternatives c. a closing that ends the letter on a positive note d. the section that explains the reasons for the bad news ANS: D

The most important part of a bad-news letter is the section that explains the reasons for the bad news.

PTS: 1 DIF: 2 REF: pp. 210–212 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER

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23. What is the best advice when presenting the reasons for the bad news? a. Whenever possible, cite company policy as the reason for the bad news, since most

people willingly accept this reason. b. Do not present the reasons for the bad news; instead, focus solely on presenting the

bad news sensitively. c. Always be as specific as possible when explaining the reasons. d. Cite reader or other benefits if plausible.

ANS: D

a.

Readers resent blanket company policy statements prohibiting something. b.

The reasons for the bad news should always be included. Without sound reasons for denying a request or refusing a claim, a letter will fail, no matter how cleverly it is organized or written. c.

Only if the reasons are not confidential and if they will not create legal liability can you be specific. d.

Readers are more open to bad news if in some way, even indirectly, it may help them.

PTS: 1 DIF: 2 REF: pp. 210–212 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER 24. What is the best placement for a statement of bad news in a message? a. in a subordinate clause b. at the beginning of a sentence c. at the end of a paragraph d. at the beginning of a paragraph ANS: A

The best placement for a statement of bad news in a message is in a subordinate clause.

PTS: 1 DIF: 2 REF: p. 212 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER 25. What is the best advice for delivering the bad news? a. Use the active voice. b. Don’t imply the bad news because it may be overlooked. c. Suggest a compromise or alternative. d. Describe what can’t be done in great detail.

ANS: C

a.

Use the passive voice when delivering bad news. b.

It is sometimes possible to avoid a direct statement of refusal by implying the bad news. c.

A refusal is not so depressing if a suitable compromise, substitute, or alternative is available. d.

Messages are far more effective when you describe what you can do instead of what you can’t do.

PTS: 1 DIF: 2 REF: pp. 212–213 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER Copyright © 2013 Nelson Education Ltd.

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26. Which sentence uses the passive voice to present the bad news? a. We are unable to interview you for the computer technician position at this time. b. Although we were impressed with your application, we have no positions available

at this time. c. Although the computer technician position has been filled, we wish you well in

your job search. d. We are unable to repair the damage to the copier under warranty.

ANS: C

a. b. c. d.

This sentence uses the active voice to present the bad news.

This sentence uses the active voice to present the bad news.

This sentence uses the passive voice (has been filled) to present the bad news.

This sentence uses the active voice to present the bad news.

PTS: 1 DIF: 3 REF: p. 212 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER 27. To reduce the shock of bad news, where should you place the painful idea? a. in a dovetailed sentence b. in the first sentence of your body paragraph c. in the last sentence of your body paragraph d. in a subordinate clause ANS: D

A technique that reduces shock is putting a painful idea in a subordinate clause. Subordinate clauses often begin with such words as although, as, because, if, and since.

PTS: 1 DIF: 1 REF: p. 212 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: REMEMBER 28. Which of the following sentences most effectively implies the refusal? a. I’m sorry that I won’t be able to speak at the graduation ceremony, but I’d like to

be considered in future years. b. Although I’ll be in Europe on business on the date of the graduation ceremony, I could speak to students prior to that date. c. Although I am unavailable to speak at the graduation ceremony, I can recommend another speaker. d. Thank you for your kind invitation to speak at this year’s graduation ceremony.

ANS: B

a.

I’m sorry that I won’t be able to speak at the graduation ceremony, but I’d like to be considered in future years states the refusal explicitly. b.

Although I’ll be in Europe on business on the date of the graduation ceremony, I could speak to students prior to that date effectively implies the refusal. c.

Although I am unavailable to speak at the graduation ceremony, I can recommend another speaker states the refusal explicitly. d.

Thank you for your kind invitation to speak at this year’s graduation ceremony does not mention the refusal at all.

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PTS: 1 DIF: 3 REF: pp. 212–213 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER 29. Which of the following is one of the hardest things to do in a negative message? a. provide an explanation b. choose positive words c. use good judgement d. convey empathy ANS: D

One of the hardest things to do in negative messages is to convey sympathy and empathy.

Empathy is the ability to understand and enter into the feelings of another.

PTS: 1 DIF: 2 REF: p. 211 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER 30. After you have explained the bad news using sensitive language, how should you close the

message? a. with an explanation of the bad news b. with a pleasant statement that promotes goodwill c. with a neutral buffer to cushion the bad news d. with an apology ANS: B

After explaining the bad news sensitively, close the message with a pleasant statement that promotes goodwill. The closing should be personalized and may include a forward look, an alternative, good wishes, freebies, an off-the-subject remark, or resale information.

PTS: 1 DIF: 1 REF: p. 213 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: REMEMBER 31. What is the best advice for closing a bad-news letter? a. Apologize sincerely to the reader. b. Give a clear explanation of the reasons for the bad news. c. Restate the bad news to make sure that the reader understands it. d. Close with something forward-looking that assumes future business.

ANS: D

a.

The closing paragraph of a bad-news message should not offer an apology to the reader. b.

The reasons for the bad news should be placed before the bad news, not in the closing of the letter. c.

Don’t refer to the bad news in the closing of the letter. d.

Close with something forward-looking that assumes future business or a future relationship.

PTS: 1 DIF: 2 REF: pp. 213–214 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER Copyright © 2013 Nelson Education Ltd.

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32. Which of the following should NOT be included in the closing paragraph of a bad-news

message? a. an alternative or compromise b. resale or sales promotion information c. an apology d. a reference to an enclosed coupon, certificate, or other freebie ANS: C

a.

The closing paragraph of a bad-news message might include an alternative or compromise, resale or sales promotion information, or a reference to freebies. b.

The closing paragraph of a bad-news message might include an alternative or compromise, resale or sales promotion information, or a reference to freebies. c.

If necessary, apologize briefly in the body of a bad-news letter, not in the closing paragraph. d.

The closing paragraph of a bad-news message might include an alternative or compromise, resale or sales promotion information, or a reference to freebies.

PTS: 1 DIF: 2 REF: pp. 213–214 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER 33. Which of the following is the best closing sentence for a bad-news letter? a. Once again, we want to express how sorry we are that we are not able to offer you

the position. b. We wish you the best in your job search. c. If you have further questions about this decision, please feel free to call me

immediately. d. We regret that we are unable to consider your application.

ANS: B

a. b. c. d.

Don’t apologize in the closing paragraph.

This is an effective closing because it offers good wishes to the reader.

Don’t invite further correspondence in the closing paragraph.

Don’t refer to the bad news in the closing paragraph.

PTS: 1 DIF: 2 REF: pp. 213–214 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER 34. Which statement would be most effective in a letter refusing a request for a donation from an

outsider? a. Even though our budget won’t allow a contribution this year, we hope to be able to contribute next year. b. Please accept our sincerest apologies for being unable to donate to your cause. c. We are unable to contribute this year because of budget constraints. d. Unfortunately, company policy prevents us from donating to your cause.

ANS: A

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a.

Even though our budget won’t allow a contribution this year, we hope to be able to contribute next year is the most effective statement because it implies the refusal and offers an alternative. b.

Even though our budget won’t allow a contribution this year, we hope to be able to contribute next year is the most effective statement because it implies the refusal and offers an alternative. c.

Even though our budget won’t allow a contribution this year, we hope to be able to contribute next year is the most effective statement because it implies the refusal and offers an alternative. d.

Explain the reasons for refusing a favour rather than saying it is company policy.

PTS: 1 DIF: 3 TOP: Refusing Typical Requests

REF: p. 214 OBJ: 9-4 BLM: HIGHER ORDER

35. Which statement would be most effective in a bad-news message written by a manager to an

employee? a. No, you may not be reimbursed for the extra night you stayed after the conference ended. b. We are so sorry that we are unable to reimburse you for the extra night you stayed after the conference ended. c. Although your extra night cannot be reimbursed, we will process the remainder of your expense claim immediately. d. Please be advised that your extra night stay is not reimbursable.

ANS: C

Although your extra night cannot be reimbursed, we will process the remainder of your expense claim immediately is the most effective statement because it de-emphasizes the bad news by placing it in a subordinate clause. It also emphasizes the good news by placing it in an independent clause.

PTS: 1 DIF: 3 TOP: Refusing Typical Requests

REF: p. 214 OBJ: 9-4 BLM: HIGHER ORDER

36. Which statement would be most effective in a bad-news letter declining an invitation? a. Although I’m already booked the night of your dinner, I would be happy to speak

to your organization some time next year. b. I regret to inform you that I am unable to speak to your professional organization. c. I’m not interested in addressing your professional organization. d. Although I’m not authorized to tell you why, I can’t speak at your dinner.

ANS: A

Although I’m already booked the night of your dinner, I would be happy to speak to your organization sometime next year is the most effective statement because it implies the refusal and offers an alternative.

PTS: 1 DIF: 3 TOP: Refusing Typical Requests

REF: pp. 214–216 OBJ: 9-4 BLM: HIGHER ORDER

37. When a business must send a donation refusal letter to a worthwhile organization, what should

the message do? a. present an itemized financial account to explain the lack of funds Copyright © 2013 Nelson Education Ltd.

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b. offer detailed information about company policies c. praise the organization’s good deeds d. be sure to present the refusal before the reasons ANS: C

In some donation refusal letters, the reasons may not be fully explained. The emphasis is on the organization’s good deeds rather than on an explanation for the refusal.

PTS: 1 DIF: 2 TOP: Refusing Typical Requests

REF: p. 214 OBJ: 9-4 BLM: HIGHER ORDER

38. What is the best way to decline an invitation to speak or make a presentation? a. provide a detailed explanation to soften the refusal b. blame it on company policy so there are no hard feelings c. be vague about the reasons d. avoid a buffer so your refusal is clear ANS: A

When you must decline an invitation to speak or make a presentation, you generally try to provide a response that says more than I can’t or I don’t want to. Because responses to invitations are often taken personally, make a special effort to soften the refusal.

PTS: 1 DIF: 1 TOP: Refusing Typical Requests

REF: p. 214 OBJ: 9-4 BLM: REMEMBER

39. In what major way do bad-news letters to customers differ from other bad-news messages? a. They always include an apology. b. They omit the reasons for the bad news for legal purposes. c. They usually include resale or sales promotion emphasis. d. They always imply the bad news.

ANS: C

Customer letters differ from other bad-news messages in one major way: they usually include resale or sales promotion emphasis.

PTS: 1 DIF: 2 REF: p. 217 TOP: Handling Bad News With Customers BLM:

OBJ: 9-5 HIGHER ORDER

40. What is the first thing most companies do for damage control when a problem arises? a. Consult the company’s legal counsel. b. Call the customer involved, if possible. c. Write a letter to the customer involved. d. Ignore the problem if it is unlikely to happen again.

ANS: B

When a problem occurs, most companies will first call the customer to describe the problem and apologize; then a follow-up letter is written.

PTS: 1 DIF: 2 REF: pp. 217–218 TOP: Handling Bad News With Customers BLM:

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OBJ: 9-5 HIGHER ORDER

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41. Under what circumstances are written messages to customers important when delivering bad

news? a. when personal contact is possible b. when you need to establish a record of the incident c. when you are not concerned with promoting good relations d. when there is no need to confirm follow-up procedures ANS: B

Written messages are important when (1) personal contact is impossible, (2) to establish a record of the incident, (3) to formally confirm follow-up procedures, and (4) to promote good relations.

PTS: 1 DIF: 2 REF: p. 218 TOP: Handling Bad News With Customers BLM:

OBJ: 9-5 HIGHER ORDER

42. What can companies do to manage negative news about themselves on social networking

sites? a. focus only on the positive comments b. monitor comments and respond immediately c. try not to take the comments seriously d. block negative customers from the site ANS: B

Many companies employ tech-savvy staff members to monitor comments and respond immediately whenever possible.

PTS: 1 DIF: 1 REF: p. 217 TOP: Handling Bad News With Customers BLM:

OBJ: 9-5 REMEMBER

43. Estelle received poor customer service from a company for the second time in a row. She

decided to air her grievance online. According to your textbook, why would she choose such a public way to complain? a. so she has a permanent record of her complaint b. because she is seeking attention c. to help other customers avoid the same problem d. to receive a discount from the company ANS: C

Airing gripes in public helps other consumers to avoid the same problems and may improve the complainer’s leverage in solving a problem.

PTS: 1 DIF: 3 REF: p. 217 TOP: Handling Bad News With Customers BLM:

OBJ: 9-5 HIGHER ORDER

44. What is the best advice for writing a letter that turns down a customer’s claim? a. State the bad news objectively, or imply it. b. To avoid taking responsibility, be sure to Make it clear that the customer is at fault. c. Use strong emotional, subjective language to show the customer how much you

care. d. Use big words and long sentences to impress the reader.

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ANS: A

a.

Stating the bad news objectively or implying it is better than avoiding responsibility or using emotional, subjective language. b.

Don’t blame customers, even if they are at fault. c.

Use neutral, objective language to explain why the claim must be refused. d.

As with all business correspondence, your intent is to express rather than to impress.

PTS: 1 DIF: 2 REF: pp. 221–222 TOP: Handling Bad News With Customers BLM:

OBJ: 9-5 HIGHER ORDER

45. Sometimes companies need to announce rate increases to services. Because this news is often

met with hostility, what should companies focus on when delivering these messages? a. connecting the increase to benefits b. blaming the government c. being as direct as possible d. hinting at the bad news ANS: A

The important steps in these negative messages are explaining the reasons and connecting the increase to benefits.

PTS: 1 DIF: 2 REF: p. 220 TOP: Handling Bad News With Customers BLM:

OBJ: 9-5 HIGHER ORDER

46. Which of the following is a new way for companies to announce their rate and price

increases? a. during focus groups b. on their blog c. by telephone d. by letter ANS: B

In today’s digital environment, rate and price increases may be announced on line.

PTS: 1 DIF: 1 REF: p. 220 TOP: Handling Bad News With Customers BLM:

OBJ: 9-5 REMEMBER

47. Which statement would be most effective in a letter to a customer denying a claim? a. If you had followed the instructions, you wouldn’t have overheated the battery

pack. b. You can purchase a replacement battery pack at a 20 percent discount. c. Per company policy, we are unable to replace battery packs that have been

damaged due to customer misuse. d. We apologize, but unfortunately we cannot replace your battery pack at this time.

ANS: B

You can purchase a replacement battery pack at a 20 percent discount is the most effective statement because it gives the customer a discount without granting the claim to replace the battery pack at no charge.

PTS: 1

DIF: 3

Copyright © 2013 Nelson Education Ltd.

REF: pp. 221–222

OBJ: 9-5 9-15

TOP: Handling Bad News With Customers

BLM:

HIGHER ORDER

48. When writing a letter to a customer denying credit, you have four goals. Which of the

following is NOT one of these goals? a. promising the customer that credit will be granted in the future b. retaining the customer on a cash basis c. avoiding language that causes hard feelings d. avoiding disclosures that could cause a lawsuit ANS: A

The four goals when writing a letter to a customer denying credit are to (1) avoid language that causes hard feelings, (2) retain customers on a cash basis, (3) prepare for possible future credit without raising false expectations, and (4) avoid disclosures that could cause a lawsuit.

PTS: 1 DIF: 2 REF: p. 222 TOP: Handling Bad News With Customers BLM:

OBJ: 9-5 HIGHER ORDER

49. Which statement would be most effective in a letter to a customer denying credit? a. To learn more about your credit record, you may call a TransUnion credit

counsellor at (800) 555-5555. b. Your credit history report shows that you are a completely unacceptable applicant. c. Perhaps if you were a more stable person, we would be able to grant you credit. d. Please take your business elsewhere.

ANS: A

To learn more about your credit record, you may call a TransUnion credit counsellor at (800) 555-5555 is the most effective statement because it avoids possible litigation by offering no explanation of the reasons for the credit refusal.

PTS: 1 DIF: 3 REF: p. 222 TOP: Handling Bad News With Customers BLM:

OBJ: 9-5 HIGHER ORDER

50. Which statement about delivering bad news within an organization is most accurate? a. A tactful tone is useful when communicating bad news within organizations. b. Bad news within organizations should always be delivered using the direct

organizational pattern. c. Generally, bad news within organizations is better received when the reasons are

given after the bad news. d. Bad news within organizations should always be delivered in writing.

ANS: A

a.

Use a tactful tone when communicating bad news within organizations. b.

Whether to use a direct or an indirect pattern when delivering bad news within an organization depends primarily on the anticipated reaction of the audience. c.

Generally, bad news within organizations is better received when the reasons are given before the bad news. d.

Bad news within organizations can be delivered in person or in writing, depending on the situation.

PTS: 1

DIF: 2

Copyright © 2013 Nelson Education Ltd.

REF: p. 223

OBJ: 9-6 9-16

TOP: Delivering Bad News Within Organizations

BLM: HIGHER ORDER

51. Shelly has finished proofreading a letter she wrote that refuses credit to a customer. What is

the next step she should take? a. reconsider the decision she has made b. consider sending it as an e-mail attachment c. send the letter to the customer d. have the message reviewed by legal counsel ANS: D

It is a good idea to have the message reviewed by legal counsel because of the litigation issues awaiting unwary communicators in this area.

PTS: 1 DIF: 3 REF: p. 222 TOP: Delivering Bad News Within Organizations

OBJ: 9-6 BLM: HIGHER ORDER

52. Max discovered that one of his employees has filed a fraudulent expense claim. What is the

best way for Max to deliver the bad news to this employee tactfully, professionally, and safely? a. Max should prepare and rehearse what he will say. b. Max should go alone to the meeting with the employee so that no one else knows about the episode. c. Max should meet with the employee on a Friday afternoon so that they can both go home right after. d. Max should go directly to the police.

ANS: A

a.

Max should prepare and rehearse what he plans to say so that he is confident, coherent, and dispassionate. b.

Max should consider taking a partner to lend credibility to his view. c.

Max should avoid giving bad news on Friday afternoon when his employee will have the weekend to dwell on it. d.

Max should first meet with the employee.

PTS: 1 DIF: 2 REF: p. 223 TOP: Delivering Bad News Within Organizations

OBJ: 9-6 BLM: HIGHER ORDER

53. Advance Hi-Tech Solutions is in a budget crunch and plans to make major layoffs next

month. What is the best advice for communicating this crisis to employees? a. Because the grapevine is so effective, use this tool to get word out to all employees quickly. b. Deliver the bad news to employees personally if possible. c. To be upfront about what is going on, announce the bad news in the first sentence of an e-mail message. d. Let employees learn about the layoffs in the local newspaper.

ANS: B

a.

Morale can be destroyed when employees learn of major events affecting their jobs through the grapevine. b.

When bad news must be delivered to employees, management should if possible, deliver the news personally.

Copyright © 2013 Nelson Education Ltd.

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c.

Revealing the bad news bluntly in the first sentence can be too jolting. d.

Morale can be destroyed when employees learn of major events affecting their jobs from news accounts.

PTS: 1 DIF: 2 REF: p. 223 TOP: Delivering Bad News Within Organizations

OBJ: 9-6 BLM: HIGHER ORDER

54. When employees find out about major events affecting their jobs through the grapevine

instead of directly from management, what is the result? a. groupthink b. understanding c. loss of morale d. lawsuits ANS: C

Morale can be destroyed when employees learn of major events affecting their jobs through the grapevine or from news accounts, rather than from management.

PTS: 1 DIF: 2 REF: p. 225 TOP: Delivering Bad News Within Organizations

OBJ: 9-6 BLM: HIGHER ORDER

55. Which of the following is the best subject line for a memo delivering bad news to employees? a. Discontinuation of Free Parking b. Change in Parking Benefit c. Parking d. Major Reduction in Parking Privileges ANS: B

a.

Discontinuation of Free Parking delivers the bad news immediately. b.

Change in Parking Benefit is the best subject line for a memo delivering bad news to employees. c.

Parking is so short and vague that it may cause the reader to delete the message. d.

Major Reduction in Parking Privileges tells the reader that bad news is coming.

PTS: 1 DIF: 3 REF: pp. 225–226 TOP: Delivering Bad News Within Organizations

OBJ: 9-6 BLM: HIGHER ORDER

56. Which of the following is an appropriate statement when saying no to job applicants? a. Other candidates were much more experienced with the software that is used in

our organization. b. We appreciate your interest in our company and wish you every success in your

job search. c. I am sorry to inform you that you were not selected for the position of food

services management trainee. d. Even though you were a top candidate for the position, we’re sorry to say that

someone else was selected.

ANS: B

a.

Even if true, this statement is certain to hurt the reader’s feelings. b.

This statement is tactful and does not make specific statements as to why the candidate was not selected. c.

This statement is needlessly blunt.

Copyright © 2013 Nelson Education Ltd.

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d.

When refusing job applicants, do not make statements that the candidate might use in a lawsuit.

PTS: 1 DIF: 3 REF: p. 227 TOP: Delivering Bad News Within Organizations

OBJ: 9-6 BLM: HIGHER ORDER

57. Which of the following describes most job refusal letters? a. They are general, simple, and short. b. They give concrete reasons explaining why the candidate was not hired. c. They provide as much information as possible. d. They follow the direct pattern.

ANS: A

a.

Job refusal letters should be general, simple, and short. b.

Job refusal letters should usually be vague when explaining why the candidate was not selected. c.

To prevent possible lawsuits, avoid providing too much information in job refusal letters. d.

Job refusal letters generally follow the indirect pattern.

PTS: 1 DIF: 2 REF: p. 227 TOP: Delivering Bad News Within Organizations

OBJ: 9-6 BLM: HIGHER ORDER

58. Lillian is unable to meet with Wade in person to refuse his request for a wage increase. While

composing a refusal message to him, which of the following should Lillian focus on? a. explanations and praise b. refusals and apologies c. budget restrictions and apologies d. refusal before reasons ANS: A

Organizations can retain employee morale when communicating bad news by focusing on explanations and praise rather than refusals and apologies.

PTS: 1 DIF: 3 REF: p. 223 TOP: Delivering Bad News Within Organizations

OBJ: 9-6 BLM: HIGHER ORDER

59. What advice would you give a supervisor who has to give bad news to an employee in

person? a. deliver the news quickly, then leave b. be spontaneous with your wording c. bring a colleague with you d. deliver the bad news when the individual is already stressed ANS: C

Consider taking a colleague with you. Each person should have a consistent and credible part in the presentation of the bad news.

PTS: 1 DIF: 2 REF: p. 223 TOP: Delivering Bad News Within Organizations

Copyright © 2013 Nelson Education Ltd.

OBJ: 9-6 BLM: HIGHER ORDER

9-19

60. Joshua is feeling nervous about telling his design team about upcoming budget cuts to their

department. What should he do? a. wait until the budget cuts are in effect b. prepare and rehearse c. ask the CEO to do it for him d. tell one employee at a time ANS: B

Prepare and rehearse. Joshua should outline what he plans to say so that he is confident, coherent, and dispassionate.

PTS: 1 DIF: 3 REF: p. 223 TOP: Delivering Bad News Within Organizations

OBJ: 9-6 BLM: HIGHER ORDER

TRUE/FALSE 1. Most businesspeople never have to deliver bad news.

ANS: F

Breaking bad news is a fact of business life for nearly every business communicator. In all businesses, things occasionally go wrong.

PTS: 1 DIF: 2 REF: p. 204 TOP: Conveying Negative News Effectively

OBJ: 9-1 BLM: HIGHER ORDER

2. The bad feelings associated with disappointing news can generally be reduced if the reader is

not told the reasons for the rejection.

ANS: F

Telling the reader the reasons for the bad news can help reduce the bad feelings associated with it.

PTS: 1 DIF: 2 REF: p. 204 TOP: Conveying Negative News Effectively

OBJ: 9-1 BLM: HIGHER ORDER

3. A primary goal when delivering bad-news messages is to maintain a positive image of the

writer and the organization.

ANS: T

A primary goal when delivering bad-news messages is to maintain a positive image of the writer and the organization.

PTS: 1 DIF: 2 REF: p. 204 TOP: Conveying Negative News Effectively

OBJ: 9-1 BLM: HIGHER ORDER

4. When revealing bad news, it is okay to apologize, but never accept blame.

ANS: F

Accepting blame, when appropriate, and apologizing go far in smoothing over negative messages.

Copyright © 2013 Nelson Education Ltd.

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PTS: 1 DIF: 2 REF: p. 204 TOP: Conveying Negative News Effectively

OBJ: 9-1 BLM: HIGHER ORDER

5. Writing bad-news messages requires less attention to the 3-x-3 writing process than do other

types of business messages.

ANS: F

Attention to the 3-x-3 writing process is especially important when writing bad-news messages.

PTS: 1 DIF: 2 REF: p. 205 TOP: Conveying Negative News Effectively

OBJ: 9-1 BLM: HIGHER ORDER

6. In order to be actionable (likely to result in a lawsuit), abusive language must be in writing.

ANS: F

To be actionable (likely to result in a lawsuit), abusive language must be “published” — that is, spoken within the presence of others or written.

PTS: 1 DIF: 2 REF: pp. 205–206 TOP: Conveying Negative News Effectively

OBJ: 9-1 BLM: HIGHER ORDER

7. You may now be prosecuted if you transmit a harassing or libellous message by e-mail or post

it on social networking sites, such as Facebook and Twitter.

ANS: T

You may now be prosecuted if you transmit a harassing or libellous message by e-mail or post it on social networking sites, such as Facebook and Twitter. Such electronic transmissions are considered to be published.

PTS: 1 DIF: 2 REF: pp. 205–206 TOP: Conveying Negative News Effectively

OBJ: 9-1 BLM: HIGHER ORDER

8. A company can be legally liable for statements sent by an employee in an e-mail message or

an instant message through the company’s computer system.

ANS: T

A company may incur liability for messages sent through its computer system by employees.

PTS: 1 DIF: 2 REF: pp. 205–206 TOP: Conveying Negative News Effectively

OBJ: 9-1 BLM: HIGHER ORDER

9. If you want to communicate your personal feelings or opinions, use your home computer or

write on plain paper (rather than company letterhead) and sign your name without title or affiliation.

ANS: T

Business communicators act as agents of their organizations. Their words, decisions, and opinions are assumed to represent those of the organization. If you want to communicate your personal feelings or opinions, use your home computer or write on plain paper (rather than company letterhead) and sign your name without title or affiliation.

Copyright © 2013 Nelson Education Ltd.

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PTS: 1 DIF: 2 REF: pp. 205–206 TOP: Conveying Negative News Effectively

OBJ: 9-1 BLM: HIGHER ORDER

10. When the bad news will provoke a hostile reaction, it is important to use the direct strategy

and be as straightforward as possible.

ANS: F

When your message will irritate or infuriate the recipient, the indirect method may be best. It begins with a buffer and reasons, thus encouraging the reader to finish reading or hearing the message.

PTS: 1 DIF: 2 REF: p. 207 TOP: Examining Negative News Strategies

OBJ: 9-2 BLM: HIGHER ORDER

11. When the receiver may overlook the bad news, it is best to use the direct strategy.

ANS: T

When the receiver may overlook the bad news — changes in service, new policy requirements, legal announcements — these critical messages may require boldness to ensure that the receiver will pay attention.

PTS: 1 DIF: 2 REF: p. 207 TOP: Examining Negative News Strategies

OBJ: 9-2 BLM: HIGHER ORDER

12. Jesse has already written three letters to a customer whose account is now several months past

due. His fourth letter to the customer should use a direct pattern.

ANS: T

Messages that must demonstrate determination, strength, and firmness, such as the fourth in a series of collection letters, should use the direct pattern.

PTS: 1 DIF: 3 REF: p. 207 TOP: Examining Negative News Strategies

OBJ: 9-2 BLM: HIGHER ORDER

13. When you apologize in a bad-news message, focus on your regret.

ANS: F

Apologize sincerely. People dislike apologies that sound hollow. Focusing on your regret does not convey sincerity.

PTS: 1 DIF: 2 REF: p. 210 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER 14. A bad-news message written in the indirect pattern should begin with a buffer.

ANS: T

An indirect bad-news messages should begin with a buffer, a neutral but meaningful statement that does not mention the bad news.

PTS: 1 DIF: 2 REF: pp. 209–210 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages Copyright © 2013 Nelson Education Ltd.

9-22

BLM: HIGHER ORDER 15. Expressing thanks to the reader for doing business in the opening is a good way to start a

bad-news letter.

ANS: T

One way to begin a bad-news letter is to convey thanks to the reader for doing business, for sending something, for conveying confidence in the organization, for expressing feelings, or for providing feedback.

PTS: 1 DIF: 2 REF: pp. 209–210 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER 16. The most important part of a bad-news letter is the section that explains the reasons for the

bad news.

ANS: T

The most important part of a bad-news letter is the section that explains why a negative decision is necessary.

PTS: 1 DIF: 2 REF: pp. 211–212 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER 17. Company policy does not allow us to display our products at trade shows effectively explains

why a writer’s request must be refused.

ANS: F

Instead of making a blanket policy statement, which many readers resent, explain your company policy so that the reader will understand why such a policy makes sense.

PTS: 1 DIF: 3 REF: pp. 211–212 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER 18. In order to make your bad news clear to the reader, use words like never, unfortunately, and

unable.

ANS: F

To keep the reader in a receptive mood, avoid expressions with punitive, demoralizing, or otherwise negative connotations. Stay away from words such as never, unfortunately, and unable.

PTS: 1 DIF: 2 REF: p. 212 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER 19. Although I am unable to speak to your class at this time, I sincerely appreciate your invitation

effectively positions the bad news by placing it in a subordinate clause.

ANS: T Copyright © 2013 Nelson Education Ltd.

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This sentence deemphasizes the bad news by placing it in a subordinate clause where the news is not highlighted.

PTS: 1 DIF: 3 REF: p. 212 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER 20. We cannot allow you to return the iPhone since you purchased it over 30 days ago effectively

uses the passive voice to deliver the bad news.

ANS: F

The bad news in this sentence is delivered using the active voice.

PTS: 1 DIF: 3 REF: p. 212 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER 21. Unlike the active voice, the passive voice highlights the action rather than the doer of an

action; thus it is a good choice when stating bad news.

ANS: T

The passive voice highlights the action rather than the doer of the action, thus the passive voice is a good choice when stating bad news.

PTS: 1 DIF: 2 REF: p. 212 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER 22. To make sure that it is not overlooked, always state the refusal explicitly in a bad-news

message.

ANS: F

As long as it is clear, the refusal in a bad-news message may be implied.

PTS: 1 DIF: 2 REF: pp. 212–213 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER 23. A good technique for de-emphasizing the bad news is to place it in the middle of a paragraph.

ANS: T

An effective technique for deemphasizing the bad news is to put it between other sentences in the middle of a paragraph.

PTS: 1 DIF: 2 REF: pp. 212–213 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER 24. Because we value loyal customers like you, we have enclosed a coupon for $20 off your next

meal at P.F. Chang’s is an effective closing statement for a bad-news letter.

ANS: T Copyright © 2013 Nelson Education Ltd.

9-24

Effective closings for bad-news letters often offer freebies such as coupons, samples, or gifts to restore confidence and to promote future business.

PTS: 1 DIF: 3 REF: p. 213 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER 25. Because readers are likely to feel hurt after reading a bad-news message, including resale or

sales promotion information in the closing is never appropriate.

ANS: F

When the bad news is not devastating or personal, references to resale information or promotions may be appropriate.

PTS: 1 DIF: 2 REF: p. 213 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER 26. We again extend our sincere apologies for shipping your order late is an effective closing for

a bad-news message.

ANS: F

This closing is ineffective because it includes an apology and it refers again to the bad news.

PTS: 1 DIF: 3 REF: p. 213 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER 27. A message rejecting a request for favours, money, information, or action should begin with a

statement such as Because our annual budget has already been approved, we are unable to donate to your worthwhile cause this year.

ANS: F

Use the indirect pattern with a buffer opening for a message refusing a request for favours, money, information, or action.

PTS: 1 DIF: 3 TOP: Refusing Typical Requests

REF: p. 214 OBJ: 9-4 BLM: HIGHER ORDER

28. When turning down requests for favours, it is better to give the refusal first and then the

reasons.

ANS: F

The reasons-before-refusal plan works well when turning down requests for favours, money, information, and action.

PTS: 1 DIF: 2 TOP: Refusing Typical Requests

REF: p. 214 OBJ: 9-4 BLM: HIGHER ORDER

29. When declining an invitation, a statement, such as Unfortunately, because of a fully booked

schedule, I will be unable to serve as your keynote speaker should be presented by itself in a short paragraph.

Copyright © 2013 Nelson Education Ltd.

9-25

ANS: F

The reasons-before-refusal plan works well when turning down requests for favours, money, information, and action.

PTS: 1 DIF: 3 TOP: Refusing Typical Requests

REF: pp. 214–216 OBJ: 9-4 BLM: HIGHER ORDER

30. When a problem occurs with a customer, it’s best to wait a while before communicating with

the customer to give him or her time to cool off.

ANS: F

Dealing with customer problems immediately is very important in resolving conflict and retaining goodwill.

PTS: 1 DIF: 2 REF: p. 217 TOP: Handling Bad News With Customers BLM:

OBJ: 9-5 HIGHER ORDER

31. Twitter and Facebook are popular sites for customers to air public grievances about

companies.

ANS: T

Today’s consumers eagerly embrace the idea of delivering their complaints to social networking sites rather than telling friends or calling customer service departments.

PTS: 1 DIF: 2 REF: p. 217 TOP: Handling Bad News With Customers BLM:

OBJ: 9-5 HIGHER ORDER

32. It is best to ignore negative comments made about your company on social networking sites

like Facebook or Twitter.

ANS: F

Instead of fearing social networks as a disruptive force, smart companies greet these channels as exciting opportunities to look into the true mind-set of customers.

PTS: 1 DIF: 2 REF: p. 217 TOP: Handling Bad News With Customers BLM:

OBJ: 9-5 HIGHER ORDER

33. Company blogs and active Web sites with community forums help companies listen to their

customers and spread the word about their own good deeds.

ANS: T

Company blogs and active Web sites with community forums help companies listen to their customers and to spread the word about their own good deeds.

PTS: 1 DIF: 2 REF: p. 217 TOP: Handling Bad News With Customers BLM:

OBJ: 9-5 HIGHER ORDER

34. When denying a claim, use a statement such as If you had read the instruction booklet that

came with the air conditioner, you would have known to change the filter every three months to let the customer know why the claim must be refused.

Copyright © 2013 Nelson Education Ltd.

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ANS: F

Do not blame the customer when denying a customer’s claim.

PTS: 1 DIF: 3 REF: pp. 221–222 TOP: Handling Bad News With Customers BLM:

OBJ: 9-5 HIGHER ORDER

35. Some companies choose to announce their rate and price increases online.

ANS: T

In today’s digital environment, rate and price increases may be announced online.

PTS: 1 DIF: 2 REF: p. 220 TOP: Handling Bad News With Customers BLM:

OBJ: 9-5 HIGHER ORDER

36. The reasons for refusing credit should always be clearly explained.

ANS: F

To avoid possible litigation, many companies offer no explanation of the reasons for a credit refusal. Instead, they provide the name of the credit-reporting agency and suggest that inquiries be directed to it.

PTS: 1 DIF: 2 REF: p. 222 TOP: Handling Bad News With Customers BLM:

OBJ: 9-5 HIGHER ORDER

37. Organizations involved in a crisis such as serious financial problems or public controversy

know that it is wise to keep the bad news from employees, customers, and stockholders for as long as possible.

ANS: F

Smart organizations involved in a crisis prefer to communicate the news openly to employees, customers, and stockholders.

PTS: 1 DIF: 2 REF: p. 223 TOP: Delivering Bad News Within Organizations

OBJ: 9-6 BLM: HIGHER ORDER

38. Organizations today are experimenting with delivering bad news through communication

channels such as e-mail, video, webcasts, and voice mail.

ANS: T

Organizations are experimenting with other delivery channels for bad news such as e-mail, videos, webcasts, and voice mail.

PTS: 1 DIF: 2 REF: p. 225 TOP: Delivering Bad News Within Organizations

OBJ: 9-6 BLM: HIGHER ORDER

39. When denying an application for employment, use a statement such as Even though your

credentials for the position of management trainee were about the best of all the candidates, we were forced to select another applicant for the position to help make the applicant feel better.

ANS: F

Copyright © 2013 Nelson Education Ltd.

9-27

To reduce the possibility of a lawsuit, be vague in discussing how a candidate ranked or who was selected.

PTS: 1 DIF: 3 REF: p. 227 TOP: Delivering Bad News Within Organizations

OBJ: 9-6 BLM: HIGHER ORDER

40. In the reasons section of a job applicant rejection letter, it is important to be vague in

explaining why the candidate was not selected.

ANS: T

In the reasons section, it is wise to be vague in explaining why the candidate was not selected.

First, giving concrete reasons may be painful to the receiver. Second, and more important, providing extra information may prove unwise in a lawsuit.

PTS: 1 DIF: 2 REF: p. 227 TOP: Delivering Bad News Within Organizations

OBJ: 9-6 BLM: HIGHER ORDER

ESSAY 1. When communicating bad news, business communicators need to establish goals. List and

explain these goals.

ANS:

Student answers will vary but should include three of the following goals. a) Explaining clearly and completely. Your message should be so clear that the receiver understands and accepts the bad news. The receiver should not have to call or write to clarify the message. b) Projecting a professional image. You will strive to project a professional and positive image of yourself and your organization. Even when irate customers use a threatening tone or overstate their claims, you must use polite language, control your emotions, and respond with clear explanations of why a negative message was necessary. c) Conveying empathy and sensitivity. Bad news is better accepted if it is delivered sensitively. Use language that respects the receiver and attempts to reduce bad feelings. d) Being fair. Show that the situation or decision was fair, impartial, and rational.

Receivers are far more likely to accept negative news if they feel they were treated fairly. e) Maintaining friendly relations. Make an effort to include statements that show your desire to continue pleasant relations with the receiver.

PTS: 3 DIF: 3 REF: pp. 204–205 TOP: Conveying Negative News Effectively

OBJ: 9-1 BLM: HIGHER ORDER

2. List four times when the direct organizational pattern can effectively be used to deliver bad

news and give an original example of each.

Copyright © 2013 Nelson Education Ltd.

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ANS:

Student answers will vary but must include four of the following six situations. a.

When the receiver may overlook the bad news.

Example: You know your reader receives numerous messages every day, usually just skimming them, and you have an important notice about a procedural change that must be communicated immediately. b.

When organizational policy suggests directness.

Example: You work for an organization that expects all internal messages to be straightforward with no frills. c.

When the receiver prefers directness.

Example: You know from experience that your supervisor prefers directness. d.

When firmness is necessary: Example: You are writing the fourth letter in a series of collection letters to a customer whose account is now severely past due. e.

When the bad news is not damaging.

Example: You must tell your staff that the parking lot is being repaved and that they’ll have to park on the street for three days.

PTS: 4 DIF: 3 REF: p. 207 TOP: Examining Negative News Strategies

OBJ: 9-2 BLM: HIGHER ORDER

3. You are writing a bad-news letter to the dean of your former college or university, who has

asked you to speak at this year’s graduation ceremony, but you have a prior commitment. You must come up with an effective buffer to begin your letter. Decide which technique you’ll use, describe it, and write the actual buffer statement you would use.

ANS:

Student answers will vary, but students should select one of the following possible buffers.

Best News: Start with the part of the message that represents the best news.

Example: The students of the University of Manitoba’s graduating class of 2012 have worked hard to achieve their goals.

Compliment: Praise the receiver’s accomplishments, organization, or efforts.

Example: You must be proud of the University of Manitoba’s graduating class of 2012.

Appreciation: Convey thanks to the reader for doing business, for sending something, for conveying confidence in your organization, for expressing feelings, or simply for providing feedback.

Example: You honour me by asking me to speak at this year’s graduation ceremony.

Agreement: Make a relevant statement with which both reader and receiver can agree.

Example: We both know that the University of Manitoba’s graduating class will take the world by storm.

Facts: Provide objective information that introduces the bad news.

Example: The University of Manitoba routinely graduates some of the top students in the country.

Understanding: Show that you care about the reader.

Example: I know what a special time this is for the University of Manitoba’s graduating class of 2012.

Copyright © 2013 Nelson Education Ltd.

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PTS: 3 DIF: 3 REF: pp. 209–210 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER 4. Many techniques can be used to cushion the bad news. List four of these techniques, and give

an original example of each.

ANS:

Student answers will vary but should include four of the following techniques: a.

Place the bad news in the middle of a paragraph.

Example: We just learned that when our contract with Park-Ur-Self expires in two months, the annual rate will increase by 20 percent. Because our profits are down this year, we will no longer be able to afford the cost of this contract. We have therefore come up with several ways that you can keep your parking and commute costs down. b.

Put the bad news in a subordinate clause.

Example: Although I am unable to speak to your class next week, I am available near the end of the month to make a classroom presentation. c.

Use the passive voice.

Example: An error in the 2010 financial statements was discovered. d.

Accentuate the positive.

Example: We’ll ship your order as soon as we receive your purchase order. e.

Imply the refusal.

Example: I’ll be attending a conference in Boston on the date of your annual dinner. f.

Suggest a compromise or alternative.

Example: Although your credit application cannot be approved, we suggest you reapply with a suitable co-signer.

PTS: 4 DIF: 3 REF: pp. 212–213 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER 5. Several techniques can be used to close a bad-news message positively. List four of these

techniques and give an original example of each.

ANS:

Student answers will vary but should include four of the following techniques. a.

End with something forward looking.

Example: We look forward to continuing to assist you with your global expansion needs. b.

If an alternative exists, end your letter with follow-through advice.

Example: We would be happy to give you advice for submitting your scholarship application next year. c.

Offer good wishes.

Example: We wish you the best in finding an exciting and challenging position in the hospitality industry. d.

Offer freebies.

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Example: Enclosed is a coupon for 20 percent off your next purchase at Banana Republic. e.

Provide resale or sales promotion information.

Example: Be sure to visit our Web site soon for a preview of our exciting new products.

PTS: 4 DIF: 3 REF: pp. 213–214 OBJ: 9-3 TOP: Analyzing the Components of Effective Negative Messages BLM: HIGHER ORDER

Copyright © 2013 Nelson Education Ltd.

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