Question 1

To show sensitivity to the reader, it's best to use the indirect strategy.

Accepted Answer

A) True 
 B)False

Question 2

If possible, you should suggest a compromise, substitute, or ___________ after giving the bad news.

Accepted Answer

alternative
Explanat...

Question 3

As the marketplace becomes increasingly litigious, we must be certain that our words

Accepted Answer

A)   cover all bases; that is, they must provide a broad scope.
B)   convey more than we intended.
C)   suggest multiple interpretations so that it is more difficult to take legal action.
D)   communicate only what we intend.E) None of the above
F) B) and D)

Question 4

When the company is at fault, most business professionals strive to control the damage and resolve the problem by first writing a letter to the customer to explain what happened.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is the best advice to follow when explaining the reasons for bad news?

Accepted Answer

A)   Because it's important for the reader to understand the reasons for the bad news, it's acceptable to cite confidential reasons.
B)   Include a general statement that says the bad news results from company policy. Most readers will understand this explanation.
C)   Do everything you can to look like the "good guy," even if it means making unrealistic statements.
D)   Give an explanation of the causes before disclosing bad news.E) C) and D)
F) B) and D)

Question 6

If you're not sure how the receiver will respond, you should use the indirect pattern when writing messages that refuse routine requests and claims.

Accepted Answer

A) True 
 B)False

Question 7

You may be prosecuted if you transmit a harassing or libelous message by e-mail or post it at a Web site.

Accepted Answer

A) True 
 B)False

Question 8

You must decline an employee's request to telecommute three days per week. Which of the following statements best explains why this bad news is necessary?

Accepted Answer

A)   Our current company policy does not allow telecommuting.
B)   Unfortunately, we regret that we are unable to afford the expenses associated with telecommuting.
C)   Your daily presence in the office is important to ensure regular customer contact.
D)   Your work standards cannot be relied upon unless we are able to observe you at your work station.E) None of the above
F) A) and D)

Question 9

You are writing a memo to employees announcing the loss of free parking. Which of the following would be the best closing sentence in this bad-news memo to employees?

Accepted Answer

A)   We understand your disappointment with this decision.
B)   If you would like to sign up for our ride-sharing program to save on parking expenses, please see the receptionist.
C)   We trust you will continue to do your best in spite of the present difficult situation.
D)   Thank you in advance for your cooperation.E) A) and B)
F) A) and C)

Question 10

When you must communicate bad news, you must not only get the receiver to understand and accept the bad news, but you must also avoid legal liability.

Accepted Answer

A) True 
 B)False

Question 11

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

Accepted Answer

A) True 
 B)False

Question 12

After a candidate's recent interview, you are writing a letter to decline to offer a position with your organization. Which of the following most effectively delivers the bad news, while avoiding legal liability?

Accepted Answer

A)   I can't believe that we didn't hire you!
B)   Although this position was not awarded to you, we appreciate your interest in working for our organization.
C)   Although you were definitely our most qualified candidate, we have decided that we don't have a position for a person of your qualifications at this time.
D)   Even though your qualifications were outstanding compared to those of our other candidates, we had to offer the position to someone else.E) None of the above
F) B) and C)

Question 13

Placing the reasons before the bad news improves the chances that the reader will accept and understand the bad news.

Accepted Answer

A) True 
 B)False

Question 14

You are writing a refusal letter to Ryan, who recently interviewed for a job. Which of the following is the best closing?

Accepted Answer

A)   If you have any questions, Ryan, please do not hesitate to call me.
B)   If you had the required five years' experience in social work, we could have included you in the final slate of candidates.
C)   Again, Ryan, we truly regret being unable to offer you this position.
D)   We wish you all the best in your job search.E) B) and D)
F) B) and C)

Question 15

Taylor must send a bad-news message to a client, telling her that he will be unable to meet a delivery deadline. What should Taylor do first?

Accepted Answer

A)   Select a soothing color of stationery for the message.
B)   Gather information about his reasons for not meeting the deadline.
C)   Write his buffer statement.
D)   Analyze the bad news to see how it will affect his reader.E) B) and C)
F) All of the above

Question 16

When the abusive language is in writing, it is called _____________.

Accepted Answer

libel
Explanation:When the abu...

Question 17

A buffer is a statement that implies the bad news so that the reader is ready when it is announced.

Accepted Answer

A) True 
 B)False

Question 18

Using the indirect pattern to prepare the reader in a bad-news message

Accepted Answer

A)   shows insensitivity to your reader.
B)   creates enough lengthy explanation to confuse or distract the reader.
C)   enables you to keep the reader's attention until you have been able to explain the reasons for the bad news.
D)   demonstrates your ability to vary your strategies.E) None of the above
F) All of the above

Question 19

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

Accepted Answer

A) True 
 B)False

Question 20

Allison must write to a charitable organization to say that BMI Industries cannot make a monetary contribution this year. Which of the following most effectively implies the refusal?

Accepted Answer

A)   BMI Industries regrets that it cannot contribute this year, but the company hopes to be able to next year.
B)   Although our profits are being reinvested in BMI Industries this year, we hope to be able to contribute next year.
C)   Although we cannot contribute this year, we may be able to next year.
D)   Unfortunately, we are prevented from contributing this year, but we may be able to in the future.E) B) and D)
F) B) and C)

Exam 7: Bad News Messages

You are writing a memo to employees announcing the loss of free parking. Which of the following would be the best closing sentence in this bad-news memo to employees?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Taylor must send a bad-news message to a client, telling her that he will be unable to meet a delivery deadline. What should Taylor do first?

Correct AnswerverifiedShow Answer

If possible, you should suggest a compromise, substitute, or ___________ after giving the bad news.

Correct AnswerverifiedalternativeExplanat...View AnswerShow Answer

When the abusive language is in writing, it is called _____________.

Correct AnswerverifiedlibelExplanation:When the abu...View AnswerShow Answer

After a candidate's recent interview, you are writing a letter to decline to offer a position with your organization. Which of the following most effectively delivers the bad news, while avoiding legal liability?

Correct AnswerverifiedShow Answer

You are writing a refusal letter to Ryan, who recently interviewed for a job. Which of the following is the best closing?

Correct AnswerverifiedShow Answer

When the company is at fault, most business professionals strive to control the damage and resolve the problem by first writing a letter to the customer to explain what happened.

Correct AnswerverifiedShow Answer

As the marketplace becomes increasingly litigious, we must be certain that our words

Correct AnswerverifiedShow Answer

You may be prosecuted if you transmit a harassing or libelous message by e-mail or post it at a Web site.

Correct AnswerverifiedShow Answer

If you're not sure how the receiver will respond, you should use the indirect pattern when writing messages that refuse routine requests and claims.

Correct AnswerverifiedShow Answer

Allison must write to a charitable organization to say that BMI Industries cannot make a monetary contribution this year. Which of the following most effectively implies the refusal?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

To show sensitivity to the reader, it's best to use the indirect strategy.

Correct AnswerverifiedShow Answer

Placing the reasons before the bad news improves the chances that the reader will accept and understand the bad news.

Correct AnswerverifiedShow Answer

Using the indirect pattern to prepare the reader in a bad-news message

Correct AnswerverifiedShow Answer

A buffer is a statement that implies the bad news so that the reader is ready when it is announced.

Correct AnswerverifiedShow Answer

You must decline an employee's request to telecommute three days per week. Which of the following statements best explains why this bad news is necessary?

Correct AnswerverifiedShow Answer

Which of the following is the best advice to follow when explaining the reasons for bad news?

Correct AnswerverifiedShow Answer

When you must communicate bad news, you must not only get the receiver to understand and accept the bad news, but you must also avoid legal liability.

Correct AnswerverifiedShow Answer

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alternative
Explanat...
View Answer

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libel
Explanation:When the abu...
View Answer

Correct Answer
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Correct Answer
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