Chapter 22 8 Test Bank
Chapter 8Test Bank
Negative Messages
DIFFICULTY (DIF)
5 Most difficult
3 Average difficulty
1 Least difficult
TYPE
App Application question
Con Conceptual question
Def Definition
OTHER CODES
ANS Answer
REF Page Reference
TOP Chapter Topic
NOT Note (Feedback/
explanation)
*Question used in Web Chapter Review quiz
Multiple Choice
1. Cathy Dial, former Frito-Lay manager, believes that we must put more thought
into bad-news messages because
a. we need to explain the whys and try to offer alternatives.
b. we are unsure of the organizational strategy necessary for bad-news messages.
c. most training manuals offer no good examples of bad-news messages.
d. the indirect strategy is an illogical approach for bad news.
ANS: a
REF: p. 201
TYPE: Con
DIF: 3
TOP: Strategies for Delivering Bad News
NOT: Ms. Dial noted that our bad-news messages require more thought because
we must explain reasons and offer alternatives to our readers. This must be done
with sensitivity.
2. When sending a negative message, you should generally use
a. the indirect strategy.
b. the direct strategy.
c. an e-mail message.
d. your best stationery.
ANS: a
REF: pp. 201202
TYPE: Con
DIF: 3
TOP: Strategies for Delivering Bad News
NOT: The indirect strategy should be used for most negative messages because
you can reduce the sting of bad news by giving reasons and communicating
sensitively.
*3. The bad feelings associated with disappointing news can generally be reduced if
the reader knows the reasons for the rejection and
a. your message is presented on high quality company letterhead.
b. the direct strategy is employed.
c. the bad news is revealed with sensitivity.
d. you inform the reader who is to blame for the problem.
ANS: c
REF: pp. 200201
TYPE: Con
DIF: 3
23 Chapter 8 Test Bank
TOP: Strategies for Delivering Bad News
NOT: Your bad news should be revealed with sensitivity. The direct strategy is not
likely to soften the blow, nor will using company letterhead or assigning blame.
4. Using an indirect strategy to write negative messages shows that the writer
a. is savvy enough to hide the bad news.
b. has consulted with the companys legal department for advice.
c. cares about how the message will affect the receiver.
d. does not believe the news will disappoint or irritate the reader.
ANS: c
REF: pp. 200201
TYPE: Con
DIF: 3
TOP: Strategies for Delivering Bad News
NOT: The indirect strategy is especially appealing to relationship-oriented
writers who care about how a message will affect its receiver.
5. Using the indirect pattern to prepare the reader in a bad-news message
a. shows insensitivity to your reader.
b. creates enough lengthy explanation to confuse or distract the reader.
c. enables you to keep the readers attention until you have been able to
explain the reasons for the bad news.
d. demonstrates your ability to vary your strategies.
ANS: c
REF: p. 202
TYPE: Con
DIF: 3
TOP: Using the Indirect Pattern to Prepare the Reader
NOT: The indirect strategy helps you keep the readers attention as you explain
the reasons for the bad news. The explanation is an important part of softening
the blow of the bad news.
6. Which of the following is the most important part of a negative message?
a. A positive, forward-looking closing
b. A neutral buffer
c. An explanation of the reasons for the bad news
d. The bad news itself
ANS: c
REF: p. 202
TYPE: Con
DIF: 3
TOP: Using the Indirect Pattern to Prepare the Reader
NOT: The most important part of a negative message is the explanation of the
reasons for the bad news.
7. The recommended order for messages that deliver bad news is
a. buffer, reasons, bad news, goodwill closing.
b. buffer, bad news, explanation, goodwill closing.
c. explanation, buffer, bad news, goodwill closing.
d. bad news, explanation, buffer, goodwill closing.
ANS: a
REF: p. 202
TYPE: Con
DIF: 3
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24
TOP: Using the Indirect Pattern to Prepare the Reader
NOT: The recommended order for bad-news messages is buffer, reasons, bad
news, goodwill closing.
*8. The buffer in a bad news message is
a. a hint that good news will follow to prompt the receiver to read further.
b. a statement completely unrelated to the bad news so that receivers wont
know that bad news is coming.
c. a neutral but meaningful statement that encourages the receiver to continue
reading.
d. a polite and empathetic denial of the requested action.
ANS: c
REF: p. 202
TYPE: Def
DIF: 1
TOP: Using the Indirect Pattern to Prepare the Reader
NOT: A well-written buffer is a neutral but meaningful statement that
encourages continued reading. It should provide a natural transition to the
explanation that follows.
9. Which of the following is the best advice to follow when explaining bad news?
a. Because its important for the reader to understand the reasons behind the
bad news, its acceptable to cite confidential reasons.
b. Include a statement that says the bad news results from company policy.
Most readers will understand this explanation.
c. The explanation should always follow the bad news so that the reader will
better understand it.
d. Give an explanation of the causes before disclosing bad news.
ANS: d
REF: p. 202
TYPE: Con
DIF: 3
TOP: Using the Indirect Pattern to Prepare the Reader
NOT: Bad news is easier to accept if you first provide the explanation.
10. When should the direct pattern be used to communicate bad news?
a. Never
b. When you dont know your reader
c. When firmness is necessary
d. When maintaining goodwill is important
ANS: c
REF: p. 203
TYPE: Con
DIF: 3
TOP: Using the Direct Pattern in Specific Instances
NOT: Messages that must demonstrate determination and strength should not
use delaying techniques. Use the direct strategy when firmness is necessary.
25 Chapter 8 Test Bank
11. The direct pattern, with the bad news first, may be appropriate in which of these
situations?
a. Your company no longer wants to do business with the customer.
b. You inform your customers of a large price increase that may mean a loss of
their business with you.
c. You mail a first reminder to a customer with a small past-due bill.
d. You are declining a request to raise a customers credit line, but want to
retain the account.
ANS: a
REF: p. 203
TYPE: App
DIF: 5
TOP: Using the Direct Pattern in Specific Instances
NOT: When you no longer want to do business with a customer, you may find
the direct strategy appropriate for your bad news message. However, you should
always want to maintain goodwill. A negative image can be broadcast to others
with whom you want to do business.
12. Garth must send a bad-news message to a client, telling her that he will be
unable to meet a delivery deadline. What should Garth do first?
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.
ANS: d
REF: pp. 203204
TYPE: App
DIF: 5
TOP: Applying the Writing Process
NOT: In Phase 1 (prewriting), Garth should analyze the bad news so that he can
anticipate its effect on the receiver. This will help him choose techniques and
words to reduce the pain and protect the receivers ego.
13. In Phase 2, you gather information and brainstorm for ideas to compose your
negative message. Which of the following is the best advice during Phase 2?
a. Present your weakest reason first and then build to your strongest reason.
b. Concentrate on your strongest and safest reasons for your negative decision.
c. If you have only one strong reason for a negative decision, you must invent
more or send a positive-decision message.
d. Present as many reasons as possible, strong or weak, to fully convince the
receiver.
ANS: b
REF: pp. 203204
TYPE: Con
DIF: 3
TOP: Applying the Writing Process
NOT: You should concentrate on your strongest and safest reasons in your
negative message. This allows you to deliver a clear message and helps to limit
any unintended reactions.
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14. To be actionable, abusive language must be
a. racially insensitive and ethnically biased.
b. listed in state law or statute as a word that is slanderous.
c. false, harmful to the persons good name, and published.
d. potentially damaging and open to misinterpretation.
ANS: c
REF: pp. 204205
TYPE: Def
DIF: 1
TOP: Preventing Legal Problems
NOT: Abusive language becomes legally actionable when it is false, harmful to
the persons good name, and published, which means it was spoken where
others could hear or written where others could read.
15. The legal term for any false statement that harms an individuals reputation is
a. defamation.
b. unethical standards.
c. abusive terminology.
d. published abuse.
ANS: a
REF: pp. 204205
TYPE: Def
DIF: 1
TOP: Preventing Legal Problems
NOT: Defamation is the legal term for any false statement that harms an
individuals reputation. When writing bad news, you must avoid all abusive
language.
16. When you write abusive language that harms a persons reputation, it is called
a. slander.
b. libel.
c. legal liability.
d. sexual harassment.
ANS: b
REF: pp. 204205
TYPE: Def
DIF: 1
TOP: Preventing Legal Problems
NOT: Abusive language that harms a persons reputation is called slander when
it is spoken and libel when it is written.
17. As the marketplace becomes increasingly litigious, we must be certain that our
words
a. cover all bases; that is, they 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.
ANS: d
REF: p. 205
TYPE: Con
DIF: 3
TOP: Preventing Legal Problems
NOT: Our words must communicate only what we intend. Careless language
creates statements that can be damaging or misinterpreted.
27 Chapter 8 Test Bank
18. In business messages we avoid careless language. Careless language
a. includes statements that could be damaging or misinterpreted.
b. defines the organizations policies.
c. clarifies your message and prevents misunderstandings.
d. uses the direct approach for all business messages.
ANS: a
REF: p. 205
TYPE: Def
DIF: 1
TOP: Preventing Legal Problems
NOT: Careless language includes statements that can be damaging or
misinterpreted. Careful language will define and clarify your message.
19. After a candidates 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?
a. Thank you for your interest in working for us, but we are unable to offer you
a position at this time.
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 dont have a position for a person of your qualifications at this time.
d. Despite your excellent qualifications, we do not have any openings for you at
this time.
ANS: b
REF: p. 205
TYPE: App
DIF: 5
TOP: Preventing Legal Problems
NOT: An effective statement places the bad news in a subordinate clause, uses
the passive voice, and clearly represents the organization. The statement that
best does this is Although this position was not awarded to you, we appreciate
your interest in working for our organization.
20. In revealing bad news, you can make statements to soften the blow, but you
must avoid
a. making the receiver feel better despite the bad news.
b. misrepresenting your organization with statements that are legally
dangerous.
c. statements that maintain good relations by reaffirming the company
commitment to quality.
d. the direct approach for all bad-news messages.
ANS: b
REF: p. 205
TYPE: Con
DIF: 3
TOP: Preventing Legal Problems
NOT: You must avoid making statements that misrepresent your organization. It
is acceptable to make the receiver feel better, and you do want to maintain good
relations. Also, either the direct or the indirect approach can be used for badnews messages depending upon audience reaction and organizational policy.
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21. Pearl Bowe, R.D., is declining an invitation to speak about the health benefits of
juice bars at the fall conference of the Health and Fitness Trainers Association
(HAFTA). Which of the following is the most effective buffer?
a. I must decline HAFTAs invitation to speak at its fall conference.
b. HAFTA members will benefit from learning more about the health impacts of
juice bars installed in health clubs.
c. Because you requested only the benefits of juice bars, as a registered
dietician I am not the speaker you need; perhaps you should contact a juice
bar salesperson.
d. I was extremely pleased to receive your invitation to speak about health
benefits of juice bars at HAFTAs fall conference!
ANS: b
REF: pp. 205206
TYPE: App
DIF: 5
TOP: Buffering the Opening
NOT: The buffer should be a neutral but meaningful statement that does not
mention the bad news. The best response follows: HAFTA members will benefit
from learning more about the health impacts of juice bars installed in health clubs.
22. Which of the following techniques would be most effective in buffering bad news?
a. Praising the senders accomplishments, organization, or efforts
b. Putting your subjective reasons for refusal in the opening
c. Starting with the part of the message that represents the best news
d. Apologizing late in the letter with a statement such as We are responsible
for your loss and are deeply sorry.
ANS: c
REF: p. 206
TYPE: Con
DIF: 3
TOP: Best News
NOT: A good buffer may start the message with information that represents the
best news. Other techniques are apologizing briefly and carefully early in the
letter; providing objective information; and praising the receivers
accomplishments, organization, or efforts.
*23. You must decline an employees request to telecommute three days per week.
Which of the following is the best explanation?
a. Our current company policy does not allow telecommuting.
b. Unfortunately, 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.
ANS: c
REF: pp. 207208
TYPE: App
DIF: 5
TOP: Presenting the Reasons
NOT: Your daily presence in the office is important to ensure regular customer
contact would be most effective because it is a positive statement showing how
the company and customers benefit.
29 Chapter 8 Test Bank
24. Carah 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?
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.
ANS: b
REF: pp. 208209
TYPE: App
DIF: 5
TOP: Presenting the Reasons
NOT: Although our profits are being reinvested in BMI Industries this year, we
hope to be able to contribute next year implies the refusal by explaining how
company money will be spent on other resources.
25. You must announce to employees that the fitness center will now be closed on
weekends. Which of the following uses passive-voice verbs to deliver the bad
news?
a. We must close the employee fitness center on weekends.
b. We have closed the employee fitness center on weekends because very few
employees were using it.
c. The employee fitness center must be closed on weekends.
d. Management has decided that it must close the employee center fitness on
weekends.
ANS: c
REF: p. 208
TYPE: App
DIF: 5
TOP: Cushioning Bad News
NOT: The employee fitness center must be closed on weekends uses the
passive voice. All other responses are active voice.
26. You are writing a refusal letter to Jenna, who recently interviewed for a job.
Which of the following is the best closing?
a. If you have any questions, Jenna, 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, Jenna, we truly regret being unable to offer you this position.
d. We wish you all the best in your job search.
ANS: d
REF: pp. 209210
TYPE: App
DIF: 5
TOP: Closing Pleasantly
NOT: We wish you all the best in your job search is effective because it is
positive and forward looking. Other closings are inappropriate because they
invite further communication, place blame on the receiver, or repeat the bad
news.
27. Which of the following would best refuse a customer claim?
a. Were sorry that a full refund cant be granted.
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30
b. Because you damaged the watch by subjecting it to deep-sea diving, we are
unable to give you a full refund or replace the watch at no charge.
c. The damage to your watch is not covered by the warranty, as explained in
the enclosed copy of the warranty that came with your watch.
d. Although a full refund cannot be issued because the warranty period has
elapsed, we would be happy to repair your watch for a nominal fee.
ANS: d
REF: p. 214
TYPE: App
DIF: 5
TOP: Denying Claims
NOT: Although a full refund cannot be issued because the warranty period has
elapsed, we would be happy to repair your watch for a nominal fee is effective
because it uses the passive voice, puts the bad news in a subordinate clause,
restates the reason for the refusal, and offers a good alternative.
28. Which of the following explanations is most effective when justifying bad news
to a customer?
a. Your request for payment in cash is illegal and violates federal law.
b. Because you have not been employed for the past 15 months and have credit
debts of over $4,000, we will not be able to grant you credit at this time.
c. Federal law requires that payments be made by check.
d. Your failure to change the oil resulted in severe damage to the engine.
ANS: c
REF: pp. 213214
TYPE: App
DIF: 5
TOP: Controlling Damage With Disappointed Customers
NOT: Federal law requires that payments be made by check effectively uses
the passive voice and provides a clear explanation. Other responses are too
harsh, too graphic, or place the blame on the reader.
29. 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?
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
ANS: b
REF: pp. 217218
TYPE: App
DIF: 5
TOP: Breaking Bad News to Employees
NOT: If you would like to sign up for our ride-sharing program to save on
parking expenses, please see the receptionist is effective because it provides
information about an alternative. Other choices use trite phrasing, sound
threatening, or focus upon negative feelings.
30. Which of the following statements about the ethics of delivering bad news is
most accurate?
a. Delaying the bad news in a letter is manipulative.
31 Chapter 8 Test Bank
b. The indirect strategy is unethical only if the writer intends to deceive the
reader.
c. Using the indirect method is a way to effectively hide the bad news from the
reader.
c. Delivering bad news is a fact of life in business, so you need not worry about
ethics.
ANS: b
REF: p. 218
TYPE: Con
DIF: 3
TOP: Ethics and the Indirect Strategy
NOT: The key to the ethical communication of bad news lies in the motives of
the sender. The indirect strategy is not unethical when it is used to soften the
blow somewhat, as well as ensure that your reasoning will be read while the
receiver is still receptive.
True-False
1. If you are concerned about how a bad-news message will affect your reader, its
best to use the direct strategy.
ANS: F
REF: pp. 201202
TYPE: Con
DIF: 3
TOP: Strategies for Delivering Bad News
NOT: The indirect strategy is especially appealing to relationship-oriented
writers who care how a bad-news message will affect the reader.
2. The indirect strategy appeals to efficiency-oriented writers who dont want to
waste time trying to soften the effects of bad news.
ANS: F
REF: pp. 201202
TYPE: Con
DIF: 3
TOP: Strategies for Delivering Bad News
NOT: Efficiency-oriented writers prefer to use the direct strategy, not the
indirect strategy, which includes techniques designed to soften the blow of the
bad news.
3. When you must communicate bad news, you not only need to get the receiver to
accept it, but you also need to maintain goodwill and avoid legal liability.
ANS: T
REF: p. 202
TYPE: Con
DIF: 3
TOP: Establishing Goals in Communicating Bad News
NOT: Key goals in communicating bad news include getting the receiver to
accept it, maintaining good will, and avoiding legal liability.
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4. Revealing bad news immediately shows sensitivity to your reader.
ANS: F
REF: p. 202
TYPE: Con
DIF: 3
TOP: Using the Indirect Pattern to Prepare the Reader
NOT: Revealing the bad news immediately can show insensitivity to your
reader.
*5. If your receiver might overlook the bad news, it is appropriate to use the direct
pattern.
ANS: T
REF: p. 203
TYPE: Con
DIF: 3
TOP: Using the Direct Pattern in Specific Instances
NOT: The direct pattern is appropriate when the receiver might overlook the bad
news. It is also appropriate when directness is preferred, when firmness is
necessary, when the bad news is not damaging, or when the goodwill of the
receiver is less unimportant.
6. Because of the potential consequences of a poorly written bad-news message, it
is less important to follow the writing process and more important to be
creative.
ANS: F
REF: pp. 203204
TYPE: Con
DIF: 3
TOP: Applying the Writing Process
NOT: The writing process is especially important in crafting bad-news
messages because of the potential consequences of poorly written messages.
7. Although you cant always predict the consequences of your words, you can
avoid libel, defamation, and misrepresentation of your organization.
ANS: T
REF: pp. 204205
TYPE: Con
DIF: 3
TOP: Preventing Legal Problems
NOT: Avoid exposing yourself and your employer to legal liability by avoiding
libel, defamation, and misrepresenting your organization.
8. Bridget was alone with Mark and accused him of selling company listings of
clients to another marketing firm. Because the accusation is false, Bridgets
statement is legally actionable.
ANS: F
REF: pp. 204205
TYPE: Con
DIF: 3
TOP: Preventing Legal Problems
NOT: Abusive language becomes legally actionable when it is false, harmful to
the persons good name, and published. Because Bridget was alone with Mark,
the accusation was not published; thus she cannot be sued.
33 Chapter 8 Test Bank
9. A buffer is a statement that implies the bad news so that the reader is ready
when it is announced.
ANS: F
REF: p. 205
TYPE: Def
DIF: 1
TOP: Techniques for Buffering the Opening
NOT: A buffer is a neutral, meaningful statement at the beginning of a badnews message used to reduce shock or pain; it also provides a natural transition
to the explanation that follows.
10. Thank you so much for offering me the opportunity to be the keynote speaker at
your conference is an effective buffer in a refusal letter.
ANS: F
REF: pp. 205206
TYPE: App
DIF: 5
TOP: Buffering the Opening
NOT: You should avoid thanking your reader for something you are about to
refuse.
11. The most important part of a bad-news letter is the explanation.
ANS: T
REF: p. 207
TYPE: Con
DIF: 3
TOP: Presenting the Reasons
NOT: The explanation is the most important part of a negative message.
12. If a bad news letter is well organized and professionally written, it will be
successful even without sound reasons.
ANS: F
REF: p. 207
TYPE: Con
DIF: 3
TOP: Presenting the Reasons
NOT: Without sound reasons for denying a request or refusing a claim, a letter
will fail, no matter how cleverly it is organized or written.
*13. Using the following statement in an explanation of bad news could help the
receiver to accept the message: Although we would like to consider installing the
heating system you have offered, we are seeking a more energy-efficient,
environmentally friendly unit.
ANS: T
REF: pp. 207208
TYPE: App
DIF: 5
TOP: Presenting the Reasons
NOT: Readers accept bad news more readily if they see that someone or
something else benefits. By mentioning the environmental benefits of a more
fuel-efficient heating system, you may help the reader accept the bad news.
14. Placing the reasons before the bad news improves the chances that the reader
will accept and understand the bad news.
ANS: T
REF: pp. 207208
TYPE: Con
DIF: 3
TOP: Presenting the Reasons
NOT: Providing an explanation before the bad news reduces feelings of ill will
and improves the chances that the reader will accept the bad news.
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15. Company policy allows neither cash refunds nor the exchange of damaged
merchandise is an example of an effective explanation.
ANS: F
REF: pp. 207208
TYPE: App
DIF: 5
TOP: Presenting the Reasons
NOT: Readers resent blanket policy statements prohibiting something.
16. You can cushion bad news by accentuating the positive or implying the refusal.
ANS: T
REF: pp. 208209
TYPE: Con
DIF: 3
TOP: Cushioning the Bad News
NOT: Techniques for cushioning bad news include accentuating the positive,
implying the refusal, suggesting alternatives or compromises, positioning the
bad news strategically, and using the passive voice.
17. When you must refuse a request, it is sometimes possible to offer an alternative,
substitute, or compromise.
ANS: T
REF: pp. 208209
TYPE: Con
DIF: 3
TOP: Cushioning the Bad News
NOT: Offering a suitable compromise, substitute, or alternative can lessen the
pain of a refusal.
18. You should never include resale or sales promotion material in a negative news
letter.
ANS: F
REF: pp. 209210
TYPE: Con
DIF: 3
TOP: Closing Pleasantly
NOT: When the bad news is not devastating or personal, references to resale
information or promotion may be appropriate.
19. If you need any additional information, do not hesitate to call me is a
professional way to close a refusal letter.
ANS: F
REF: pp. 209210
TYPE: App
DIF: 5
TOP: Closing Pleasantly
NOT: Avoid endings that invite further correspondence.
20. Messages with bad news for customers generally follow the same pattern as
other negative messages.
ANS: T
REF: pp. 213
TYPE: Con
DIF: 3
TOP: Breaking Bad News to Customers
NOT: When delivering bad news to customers, writers typically follow the
same indirect pattern as for other bad-news messages.
21. It is good company policy to approve all customer claims in order to maintain
goodwill.
35 Chapter 8 Test Bank
ANS: F
REF: p. 213
TYPE: Con
DIF: 3
TOP: Breaking Bad News to Customers
NOT: Some claims cannot be approved because the customer or employee is
mistaken, misinformed, unreasonable, or possibly even dishonest.
22. When the company is at fault, a majority of business professionals strive to
control the damage and resolve the problem by calling to apologize and to
explain what happened.
ANS: T
REF: pp. 213214
TYPE: Con
DIF: 3
TOP: Controlling Damage With Disappointed Customers
NOT: When a customer problem arises and the company is at fault, many
businesspeople call to apologize, explain what happened, and follow with a
goodwill letter.
23. If a businessperson apologizes for a failure and agrees upon an adjustment in a
phone call to the customer, a follow-up letter is typically not needed.
ANS: F
REF: pp. 213214
TYPE: Con
DIF: 3
TOP: Controlling Damage With Disappointed Customers
NOT: Because a follow-up letter serves as a confirmation of the phone call and
documents the agreement, most businesses write a follow-up letter.
24. Whether to use a direct or an indirect pattern in delivering bad news to
employees depends primarily on the anticipated reaction of the receiver.
ANS: T
REF: p. 217
TYPE: Con
DIF: 3
TOP: Breaking Bad News to Employees
NOT: You should also consider the anticipated reaction of your receiver to
determine whether to use a direct or indirect pattern to deliver bad news.
*25. The key to ethical communication lies in the motives of the sender.
ANS: T
REF: p. 218
TYPE: Con
DIF: 3
TOP: Ethics and the Indirect Strategy
NOT: The motives of the sender are key to ethical communication; unethical
communicators intend to deceive.
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36
Fill-in-the-Blank
1. To soften bad news, many business writers choose to use the __________ strategy.
ANS: indirect
REF: p. 218
TYPE: Con
DIF: 3
TOP: Using the Indirect Pattern to Prepare the Reader
NOT: Using the indirect strategy to reveal bad news slowly and indirectly
prepares the reader, thus softening the impact.
2. The most important part of a negative message is the ___________.
ANS: explanation
REF: p. 207
TYPE: Con
DIF: 3
TOP: Presenting the Reasons
NOT: The explanation is the most important part of a negative message.
Without sound reasons for the bad news, a letter will fail, no matter how it is
organized or written.
3. In the opening of a bad-news message, the ___________ is a neutral but
meaningful statement that does not mention the bad news.
ANS: buffer
REF: p. 202
TYPE: Def
DIF: 1
TOP: Using the Indirect Pattern to Prepare the Reader
NOT: The neutral but meaningful statement that opens a bad-news message is a
buffer.
4. A(n) _____________ clause begins with words such as although, because,
since, and if.
ANS: subordinate
REF: p. 208
TYPE: App
DIF: 5
TOP: Cushioning the Bad News
NOT: You can cushion bad news by using a subordinate clause. These clauses
may begin with words such as although, because, and since.
5. Using a(n) _________-voice verb enables you to depersonalize an action and
cushion the bad news.
ANS: passive
REF: p. 208
TYPE: Con
DIF: 3
TOP: Cushioning the Bad News
NOT: Active-voice verbs focus attention on a person, but passive-voice verbs
depersonalize the action and cushion the impact of the bad news.
6. Organizations generally deliver bad news to employees through
___________memos.
37 Chapter 8 Test Bank
ANS: printed
REF: p. 217
TYPE: Con
DIF: 3
TOP: Breaking Bad News to Employees
NOT: Printed memos are used to deliver bad news to employees because the
printed memo conveys a formal tone and produces a permanent record.
7. If possible, you should suggest a compromise, substitute, or ___________ after
giving the bad news.
ANS: alternative
REF: p. 208
TYPE: Con
DIF: 3
TOP: Cushioning the Bad News
NOT: When giving bad news, you can cushion the blow by offering an
alternative.
8. Goals when refusing credit include maintaining customer goodwill and avoiding
___________ language.
ANS: actionable
REF: pp. 213214 TYPE: Con DIF: 3
TOP: Controlling Damage With Disappointed Customers
NOT: Organizations strive to avoid actionable language when refusing credit.
9. In denying claims, writers use the __________-before-refusal pattern to set an
empathic tone and buffer the bad news.
ANS: reasons
REF: pp. 213214 TYPE: Con DIF: 3
TOP: Controlling Damage With Disappointed Customers
NOT: By putting the reasons before the refusal, writers buffer the bad news.
10. A communicator who intends to deceive when writing a bad-news letter is
___________.
ANS: unethical
REF: p. 218
TYPE: Con
DIF: 3
TOP: Ethics and the Indirect Strategy
NOT: An unethical communicator intends to deceive.