Business Communication Essentials A Skills Based Approach 8th Edition Bovee Test Bank

Business Communication Essentials A
Skills Based Approach 8th Edition

Bovee Test Bank
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Business Communication Essentials, 8e (Bovee/Thill)
Chapter 8 Writing Negative Messages
1) Which of the following is not one of the five goals when delivering bad news?
A) To bring new customers to your business
B) To convey the bad news
C) To maintain as much goodwill as possible
D) To maintain a good image for the organization
E) To eliminate the need for future correspondence on the matte
Answer: A
Explanation: When you need to deliver bad news, you have five goals: (1) to convey the bad
news, (2) to gain acceptance for it, (3) to maintain as much goodwill as possible with your
audience, (4) to maintain a good image for your organization, and (5) if appropriate, to reduce or
eliminate the need for future correspondence on the matter.
Learning Obj: LO: 8.1: Apply the three-step writing process to negative messages.
Difficulty: Easy
Question Cat.: Concept
AACSB: Written and oral communication
2) After developing a clear purpose, what is the next step in preparing to write the negative
message?
A) Being upfront and honest with those you need to send the message to
B) Sharing the unwelcome news
C) Writing a message that is sensitive and honest
D) Gathering information the audience needs to understand and accept the message
E) Clarify your qualifications
Answer: D
Explanation: To minimize the damage to business relationships and to encourage the
acceptance of your message, plan carefully. With a clear purpose and your audience's needs in
mind, gather the information your audience will need in order to understand and accept your
message.
Difficulty: Moderate
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3) When delivering negative news using the direct approach, what does the message open with?
A) Neutral buffer
B) Bad news
C) Reasons for the decision
D) Plan of action
E) Positive statement aimed at maintaining a good relationship
Answer: B
Explanation: A negative message using the direct approach opens with the bad news, proceeds
to the reasons for the situation or decision, offers any additional information that may help the
audience, and ends with a positive statement aimed at maintaining a good relationship with the
audience.
Question Cat.: Application
4) When delivering negative news using the direct approach, which of the following would
comprise the body of the message?
A) Neutral buffer
B) Bad news
C) Information that may help the audience
D) Reasons for the bad news, then the news
Answer: C
audience.
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5) When delivering negative news using the direct approach, how should the message end?
A) With a positive statement aimed at maintaining a good relationship with the audience
B) With a reminder of the bad news
C) With advice on how to prevent negative issues from arising in the future
D) With a neutral close
E) With a plan of action
Answer: A
audience.
6) When using the indirect approach to deliver negative news, what does the message open with?
A) Neutral buffer
B) Bad news
C) Reasons for the decision
D) Plan of action
Answer: A
Explanation: The indirect approach opens with a buffer then builds up the reasons behind the
bad news before presenting the bad news itself.
7) When using the indirect approach to convey negative news, what should be in the middle, or
body of the message?
A) Neutral buffer
B) Bad news
C) Information that may help the audience
D) Reasons for the bad news, then the news
Answer: D
Explanation: The indirect approach opens with a buffer then builds up the reasons behind the
bad news before presenting the bad news itself.
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8) Writing negative news with sensitivity and clarity helps the reader do what?
A) Understand the message
B) Accept the message
C) Increase their desire to improve
D) Take the message personally
E) Respond to the message appropriately
Answer: B
Explanation: By writing clearly and sensitively, you can take some of the sting out of bad news
and help your reader accept the decision and move on. If your credibility hasn't already been
established with an audience, clarify your qualifications so recipients won't question your
authority or ability.
9) All negative messages should be what?

A) Factual, impersonal and objective
B) Factual, positive and clear
C) Clear, complete and concise
D) Objective, complete and concise
E) Personal, complete and concise
Answer: C
Explanation: The need for careful attention to detail continues as you complete your message.
Revise your content to make sure everything is clear, complete, and concise—bearing in mind
that even small flaws are likely to be magnified in readers' minds as they react to the negative
news.
10) When writing a negative message, wording should be as positive as possible.

Answer: TRUE
Explanation: This kind of communication etiquette is always important, but it demands special
care with negative messages. Moreover, you can ease the sense of disappointment by using
positive words rather than negative, counterproductive ones.
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11) Delaying the delivery of the bad news can be illegal in some cases.
Answer: TRUE
Explanation: Produce clean, professional documents and proofread carefully to eliminate
mistakes. Finally, be sure to deliver messages promptly; withholding or delaying bad news can
be unethical, even illegal.
12) When writing a bad news message, wording should convey the sense of bad news by
emphasizing negative phrasing.
Answer: FALSE
Explanation: When you use language that conveys respect and avoids an accusing tone, you
protect your audience's pride. This kind of communication etiquette is always important, but it
demands special care with negative messages. Moreover, you can ease the sense of
disappointment by using positive words rather than negative, counterproductive ones.
13) Discuss how to determine if a direct or indirect format should be used when conveying bad
or negative news.
Answer: To help decide which approach to take in a particular situation, ask yourself the
following questions: Do you need to get the reader's attention immediately? If the situation is an
emergency, or if someone has ignored repeated messages, the direct approach can help you get
attention quickly. Does the recipient prefer a direct style of communication? Some recipients
prefer the direct approach no matter what, so if you know this, go with direct. How important is
this news to the reader? For minor or routine scenarios, the direct approach is nearly always best.
However, if the reader has an emotional investment in the situation or the consequences to the
reader are considerable, the indirect approach is often better, particularly if the bad news is
unexpected. Will the bad news come as a shock? The direct approach is fine for many business
situations in which people understand the possibility of receiving bad news. However, if the bad
news might come as a shock to readers, use the indirect approach to help them prepare for it.
Question Cat.: Analysis
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14) List and discuss the five goals to keep in mind when delivering bad news.
Answer: When you need to deliver bad news, you have five goals: (1) to convey the bad news,
(2) to gain acceptance for it, (3) to maintain as much goodwill as possible with your audience,
(4) to maintain a good image for your organization, and (5) if appropriate, to reduce or eliminate
the need for future correspondence on the matter. Accomplishing all five goals requires careful
attention to planning, writing, and completing your message. Conveying bad news requires
developing a communication that lets the audience know what the bad news is in the most
positive terms possible. While the audience does not have to like the negative news, they need
understand the reasons for the bad news and have a clear understanding of how to improve the
situation, if possible. Maintaining good will includes ending on a positive note, although not an
artificially cheerful one. Don't assume a person or firm will no longer want to do business with
yours, or that an order is cancelled because it cannot be shipped for another two weeks. Remind
the audience, in positive terms, what you can do for them, instead of what you cannot. All
messages should maintain the image of the organization in the most positive and professional
light possible. Sometimes the message needs to have a response from the audience, but often
there is no need for a response. Don't encourage communication that will not change things by
closing with trite statements such as "if you have any questions, feel free to contact me at..."
Your reader should understand the decision is fair, and final.
Question Cat.: Synthesis
15) In addition to making the message as short as possible, what is the advantage to using a
direct format for bad news messages?
A) The direct format increases understanding.
B) The direct format increases acceptance.
C) The direct format clearly identifies the bad news so fewer assumptions are made.
D) The direct format saves the reader time.
E) The direct format saves the writer time.
Answer: D
Explanation: Depending on the circumstances, the message may also offer alternatives or a plan
of action to fix the situation under discussion. Stating the bad news at the beginning can have
two advantages: (1) It makes a shorter message possible, and (2) it allows the audience to reach
the main idea of the message in less time.
Learning Obj: LO: 8.2: Explain how to use the direct approach effectively when conveying
negative news.
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16) What does the introductory paragraph in a direct format bad news message do for the reader?
A) It softens the blow of the bad news.
B) It offers a neutral buffer.
C) It explains why the decision was made before telling the reader what the decision is.
D) It explains the credentials of the writer.
E) It shares the bad news.
Answer: E
Explanation: If you've chosen the direct approach to convey bad news, use the introductory
paragraph of your message to share that information. To avoid being overly blunt, you can open
with a neutral or positive statement that establishes common ground with the reader, then
transition into the news. If necessary, remind the reader why you're writing.
negative news.
17) To avoid being too blunt, a direct format bad news message should include which of the
following in the opening paragraph?
A) A statement that establishes common ground with the reader
B) The credentials of the writer
C) The bad news in the most positive terms possible
D) Why the decision was made
E) A neutral buffer
Answer: A
Explanation: To avoid being overly blunt, you can open with a neutral or positive statement that
establishes common ground with the reader, then transition into the news. If necessary, remind
the reader why you're writing.
negative news.
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18) When writing negative news, what should follow the direct opening?
A) A sincere apology
B) The negative news
C) A neutral buffer
D) An explanation of who you are
E) An explanation of how the negative situation came to be
Answer: E
Explanation: In most cases, follow the direct opening with an explanation of why the news is
negative. The extent of your explanation depends on the nature of the news and your relationship
with the reader.
negative news.
19) Which of the following would be the most likely reason to include a detailed explanation of
how the negative news came to be when writing a direct message for bad news?
A) The reasons are confidential.
B) The reasons are complicated.
C) The reasons are not important to the reader.
D) The reader is an important customer.
E) There is no need to worry about the long-term relationship with the audience.
Answer: D
Explanation: The extent of your explanation depends on the nature of the news and your
relationship with the reader. For example, if you want to preserve a longstanding relationship
with an important customer, a detailed explanation could be well worth the extra effort such a
message would require.
However, you will encounter some situations in which explaining negative news is neither
appropriate nor helpful, such as when the reasons are confidential, excessively complicated, or
irrelevant to the reader.
negative news.
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20) Which of the following would be most appropriate when closing a direct format message
with negative news?
A) Offer a sincere apology.
B) Offer contact information in the event the reader wants to further discuss the issue.
C) Provide reasons for the news.
D) Close on a respectful note.
E) End on a cheerful, positive note that minimizes the impact of the negative news.
Answer: D
Explanation: After you've explained the negative news, close the message in a manner that
respects the impact the negative news is likely to have on the recipient. If appropriate, consider
offering your readers an alternative solution if you can and if doing so is a good use of your time.
Look for opportunities to include positive statements, but avoid creating false hopes or writing in
a way that seems to suggest that something negative didn't just happen to the recipient.
negative news.
21) Which of the following is the most appropriate apology when writing a negative news
message?
A) "I am sorry you had a problem with this product, and please know this issue will never
happen again."
B) "If this issue has created any problems for you, we are sorry."
C) "I am sorry to hear of your difficulties with this product."
D) "I am sorry to hear of your difficulties, as we sell millions of these products a year and no one
else has expressed any concern with them."
E) "I am sorry if anyone had difficulties with this product."
Answer: C
Explanation: If you do apologize, make it a real apology. Don't say "I'm sorry if anyone was
offended" by what you did—this statement implies that you're not sorry at all and that it's the
other party's fault for being offended.
negative news.
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22) Which of the following is true of including an apology in a message?
A) Apologizing is the same as admitting mistake.
B) Apologizing could have significant legal consequences.
C) Apologizing allows the writer to express sympathy without accepting blame.
D) Apologies should always be made when expressing negative news.
E) Apologies should only be used when a long-term business relationship needs to be salvaged.
Answer: C
Explanation: The best general advice in the event of a mistake or accident is to immediately and
sincerely express sympathy and offer help, if appropriate, without admitting guilt; then seek the
advice of your company's lawyers before elaborating. A straightforward, sincere apology can go
a long way toward healing wounds and rebuilding relationships.
negative news.
23) When writing a direct format bad news message, reasons for the decision or news should
always be provided.
Answer: FALSE
Explanation: If you want to preserve a longstanding relationship with an important customer, a
detailed explanation could well be worth the extra effort such a message would require.
However, you will encounter some situations in which explaining negative news is neither
appropriate nor helpful, such as when the reasons are confidential, excessively complicated, or
irrelevant to the reader.
negative news.
24) An apology can be simply an expression of sympathy that something negative has happened.
Answer: TRUE
Explanation: To some people, an apology simply means an expression of sympathy that
something negative has happened to another person. At the other extreme, it means admitting
fault and taking responsibility for specific compensations or corrections to atone for the mistake.
negative news.
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25) When closing a negative message that has been developed in a direct format, the close of the
message should remind the reader why they should continue to do business with your firm in the
future.
Answer: FALSE
Explanation: After you've explained the negative news, close the message in a manner that
respects the impact the negative news is likely to have on the recipient. If appropriate, consider
offering your readers an alternative solution if you can and if doing so is a good use of your time.
Look for opportunities to include positive statements, but avoid creating false hopes or writing in
a way that seems to suggest that something negative didn't just happen to the recipient.
negative news.
26) Discuss the advantages of using the direct format for negative news messages and how to
develop a strong opening paragraph for this format.
Answer: A negative message using the direct approach opens with the bad news, proceeds to
the reasons for the situation or decision, and ends with a positive statement aimed at maintaining
a good relationship with the audience. Depending on the circumstances, the message may also
offer alternatives or a plan of action to fix the situation under discussion. Stating the bad news at
the beginning can have two advantages: (1) It makes a shorter message possible, and (2) it allows
the audience to reach the main idea of the message in less time. If you've chosen the direct
approach to convey bad news, use the introductory paragraph of your message to share that
information. To avoid being overly blunt, you can open with a neutral or positive statement that
establishes common ground with reader, then transition into the news. If necessary, remind the
reader why you're writing.
negative news.
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27) Discuss the reasons why a writer should, or should not, include an apology when using the
direct format for a negative news message.
Answer: Should you apologize when delivering bad news? The answer isn't quite as simple as
one might think, partly because the notion of apology is hard to pin down. To some people, it
simply means an expression of sympathy that something negative has happened to another
person. At the other extreme, it means admitting fault and taking responsibility for specific
compensations or corrections to atone for the mistake. Some experts contend that a company
should never apologize, even when it knows it has made a mistake, as the apology might be
taken as a confession of guilt that could be used against the company in a lawsuit. However,
several states have laws that specifically prevent expressions of sympathy from being used as
evidence of legal liability. The best general advice in the event of a mistake or accident is to
immediately and sincerely express sympathy and offer help, if appropriate, without admitting
guilt; then seek the advice of your company's lawyers before elaborating. If you do apologize,
make it a real apology. Don't say "I'm sorry if anyone was offended" by what you did—this
statement implies that you're not sorry at all and that it's the other party's fault for being
offended. For example, when Target's information systems were infiltrated in a hacking attack
that exposed the personal data of tens of millions of customers, CEO Gregg Steinhafel's apology
to customers included the statement, "I know this breach has had a real impact on you, creating a
great deal of confusion and frustration." Note that he did not say "if this breach caused you any
confusion or frustration." Recognize that you can express sympathy with someone's plight
without suggesting that you are to blame. For example, if a business customer damaged a
product through misuse and suffered a financial loss as a result of not being able to use the
product, you can say something along the lines of "I'm sorry to hear of your difficulties." This
demonstrates sensitivity without accepting blame.
negative news.
Difficulty: Challenging
28) Why would an indirect approach be better to use when the audience will be disappointed
with the news?
A) An indirect approach is better at obscuring the bad news.
B) An indirect approach eases the blow of the news and helps the reader accept the news.
C) An indirect approach is more ethical than a direct approach for dealing with bad news.
D) An indirect approach is better at limiting responsibility on the part of the organization.
E) An indirect approach allows the opportunity for an apology in the body of the message.
Answer: B
Explanation: The indirect approach is not meant to obscure bad news, delay it, or limit your
responsibility. The purpose of this approach is to ease the blow and help readers accept the news.
Learning Obj: LO: 8.3: Explain how to use the indirect approach effectively when conveying
negative news, and explain how to avoid ethical problems when using this approach.
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29) How should a message that was developed using the indirect approach open?
A) With a neutral buffer
B) With an introduction to the writer
C) With an apology for the news
D) With reasons for the news
E) With a statement of the news
Answer: A
Explanation: Messages using the indirect approach open with a buffer, a neutral,
noncontroversial statement that is closely related to the point of the message but doesn't convey
the bad news.
Difficulty: Easy
30) Which of the following is least effective in an opening buffer?

A) A sincere apology
B) Assurance for the reader that they have your attention
C) An understanding of the reader's needs
D) An introduction to the general subject matter
E) Establishing common ground with the reader
Answer: A
Explanation: Messages using the indirect approach open with a buffer, a neutral,
noncontroversial statement that is closely related to the point of the message but doesn't convey
the bad news. Depending on the circumstances, a good buffer can express your appreciation for
being considered, assure the reader of your attention to the request, indicate your understanding
of the reader's needs, introduce the general subject matter, or simply establish common ground
with your readers.
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31) Which of the following helps to create an effective buffer in a message with negative news?
A) A statement to minimize the reader's concerns
B) A statement that is relevant and sincere
C) A statement that diverts attention from the problem
D) A statement that makes the reader think the message is actually good news instead of negative
news
E) A statement that includes flattery or irrelevant information
Answer: B
Explanation: A good buffer also needs to be relevant and sincere. In contrast, a poorly written
buffer might trivialize the reader's concerns, divert attention from the problem with insincere
flattery or irrelevant material, or mislead the reader into thinking your message actually contains
good news.
32) When writing a buffer that includes information that is favorable to the reader, what type of
buffer is being used?
A) Agreement
B) Appreciation
C) Good news
D) Understanding
E) Fairness
Answer: C
Explanation: Sometimes a negative message contains both good news and bad news. In that
case, stating the good news in the opening buffer starts the message on a more favorable note.
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33) Using a statement in the buffer such as "So that you can more easily find the printer with the
features you need, we are enclosing a brochure that describes all the Epson printers currently
available" is an indication of what?
A) Cooperation
B) Fairness
C) Good news
D) Understanding
E) Resale
Answer: D
Explanation: A buffer such as this demonstrates that you understand the reader's goals and
needs.
34) Which part of an indirectly formatted message serves as a transition to the purpose of the
message?
A) The apology
B) The news
C) The reasons for the news
D) The buffer
E) The explanation of company policy
Answer: D
Explanation: An effective buffer serves as a transition to the next part of your message, in
which you build up the explanations and information that will culminate in your negative news.
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35) What is the goal of explaining the reasons for the decision before providing the decision?
A) The readers are less likely to see the bad news in the middle of the paragraph.
B) The reader can follow the line of reasoning and is ready for the news.
C) The reader has time to calm down during the reading process when they know bad news is
coming.
D) This writing style helps the writer better organize their thoughts, allowing them to soften the
blow of the bad news.
E) This writing style allows the writer to minimize their responsibility for the news.
Answer: B
Explanation: An ideal explanation section leads readers to your conclusion before you come
right out and say it. The reader has followed your line of reasoning and is ready for the answer.
By giving your reasons effectively, you help maintain focus on the issues at hand and defuse the
emotions that always accompany significantly bad news.
36) When giving reasons for the decision, how should they be ordered?
A) Most negative first
B) Most controversial first
C) Most positive first
D) Most general first
E) Most detailed first
Answer: C
Explanation: By giving your reasons effectively, you help maintain focus on the issues at hand
and defuse the emotions that always accompany significantly bad news. An effective way to do
this is to start with positive or neutral points and move through progressively negative points.
Provide enough detail for the audience to understand your reasons but be concise.
Difficulty: Easy
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37) What should immediately follow the reasons for the decision when writing a bad news
message using the indirect format?
A) A neutral buffer
B) The bad news
C) Contact information in the event the reader wants more information
D) Information on what the reader can do to avoid similar bad news in the future
E) An alternative to the bad news
Answer: B
Difficulty: Easy
38) When providing the bad news, which of the following would do least to minimize the
potential negative feelings from the bad news?
A) Devote as little space to the actual bad news as possible.
B) Devote as little time to the explanation of the bad news as possible.
C) Use specific and concrete terms to ensure understanding of the bad news.
D) Subordinate the news within a complex or compound sentence.
E) Place the bad news in the middle of the paragraph.
Answer: C
Difficulty: Easy
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39) Which of the following is least effective at conveying negative information as clearly and
kindly as possible?
A) Embed the bad news in the middle of the paragraph.
B) Suggest you might reverse the decision if circumstances change.
C) Emphasize what you can do rather than what you cannot do.
D) Imply the bad news instead of specifically stating the news.
E) Minimize the space devoted to the news.
Answer: B
Explanation: If appropriate, use a conditional (if or when) statement to imply that the audience
could have received, or might someday receive, a favorable answer under different
circumstances ("When you have more managerial experience, you are welcome to apply for any
openings that we may have in the future"). Such a statement could motivate applicants to
improve their qualifications. However, you must avoid any suggestion that you might reverse the
decision you've just made or any phrasing that could give a rejected applicant false hope.
40) When ending a message using the indirect format, what should be emphasized to the reader?
A) They should contact you if they have questions
B) The decision can be reversed and is open to discussion
C) Respect for the reader regardless of the decision
D) Suggestions on how to improve the reader's success in future endeavors
E) The bad news
Answer: C
Explanation: As in the direct approach, the close in the indirect approach offers an opportunity
to emphasize your respect for your audience, even though you've just delivered unpleasant news.
Express best wishes without ending on a falsely upbeat note.
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41) When ending an indirect message, a statement such as "I trust our decision is satisfactory"
does what for the reader?
A) Avoids an uncertain conclusion
B) Helps to manage future correspondences
C) Expresses optimism
D) Opens the opportunity for further discussion
E) Shows the writer's sincerity
Answer: D
Explanation: Whatever type of conclusion you use, follow these guidelines: Avoid an uncertain
conclusion, manage future correspondence, encourage additional communication only if you're
willing to discuss your decision further, express optimism, if appropriate and be sincere. Avoid
clichés that are insincere in view of the bad news. If you can't help, don't say, "If we can be of
any help, please contact us."
42) A good buffer needs to trivialize the reader's concerns.

Answer: FALSE
Explanation: A good buffer needs to be relevant and sincere. In contrast, a poorly written buffer
might trivialize the reader's concerns, divert attention from the problem with insincere flattery or
irrelevant material, or mislead the reader into thinking your message actually contains good
news.
Difficulty: Easy
43) It is appropriate to imply bad news rather than specifically state the news.
Answer: TRUE
Explanation: Also, by implying the bad news, you may not need to actually state it, thereby
making the bad news less personal. However, make sure your audience understands the entire
message—including the bad news. If an implied message might lead to uncertainty, state your
decision in direct terms. Just be sure to avoid overly blunt statements that are likely to cause pain
and anger.
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44) An effective buffer serves as a transition to the explanation and information section of the
indirect message.
Answer: TRUE
Explanation: An effective buffer serves as a transition to the next part of your message, in which
you build up the explanations and information that will culminate in your negative news. An ideal
explanation section leads readers to your conclusion before you come right out and say it.
45) Discuss the methods to develop an effective conclusion to a bad news message.
Answer: Whatever type of conclusion you use, follow these guidelines: Avoid an uncertain
conclusion. If the situation or decision is final, avoid statements such as "I trust our decision is
satisfactory," which imply that the matter is open to discussion or negotiation. Manage future
correspondence. Encourage additional communication only if you're willing to discuss your
decision further. If you're not, avoid wording such as "If you have further questions, please
write." Express optimism, if appropriate. If the situation might improve in the future, share that
with your readers if it's relevant. However, don't suggest the possibility of a positive change if
you don't have insight that it might happen. Be sincere. Avoid clichés that are insincere in view
of the bad news. If you can't help, don't say, "If we can be of any help, please contact us." Keep
in mind that the close can have a lasting impact on your audience. Even though they're
disappointed, leave them with the impression that they were treated with respect.
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46) When developing a statement of the bad news in an indirect formatted message, what
techniques can be used to present the bad news as kindly and clearly as possible?
Answer: After you've thoughtfully and logically established your reasons and readers are
prepared to receive the bad news, you can use three techniques to convey the negative
information as clearly and as kindly as possible. First, make sure you don't overemphasize the
bad news: Minimize the space or time devoted to the bad news—without trivializing it or
withholding important information. In other words, don't repeat it or belabor it. Subordinate bad
news within a complex or compound sentence ("My department is already shorthanded, so I'll
need all my staff for at least the next two months"). Embed bad news in the middle of a
paragraph or use parenthetical expressions ("Our profits, which are down, are only part of the
picture"). Keep in mind that it's possible to abuse this notion of deemphasizing bad news. For
instance, if the primary point of your message is that profits are down, it would be inappropriate
to marginalize that news by burying it in the middle of a sentence. State the negative news
clearly, and then make a smooth transition to any positive news that might balance the story.
Second, if appropriate, use a conditional (if or when) statement to imply that the audience could
have received, or might someday receive, a favorable answer under different circumstances.
Avoid any suggestion that you might reverse the decision you've just made or any phrasing that
could give a rejected applicant false hope. Third, emphasize what you can do or have done rather
than what you cannot do. Also, by implying the bad news, you may not need to actually state it,
thereby making the bad news less personal. However, make sure your audience understands the
entire message—including the bad news. If an implied message might lead to uncertainty, state
your decision in direct terms. Just be sure to avoid overly blunt statements that are likely to cause
pain and anger.
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47) Which of the following would generally be written using a direct format?
A) Refusing social networking recommendation requests
B) Refusing requests for recommendations
C) Refusing requests for claims and adjustments
D) Rejecting suggestions and proposals
E) Refusing routine requests
Answer: E
Explanation: When you are unable to meet a routine request, your primary communication
challenge is to give a clear negative response without generating negative feelings or damaging
either your personal reputation or the company's. The direct approach works best for most
routine negative responses because it is simpler and more efficient. The indirect approach works
best when the stakes are high for you or for the receiver, when you or your company has an
established relationship with the person making the request, or when you're forced to decline a
request that you might have accepted in the past.
Learning Obj: LO: 8.4: Describe successful strategies for sending negative messages on routine
business matters.
48) Which of the following would not be an appropriate step when making an internal
announcement that is unexpected and of a negative nature?
A) Open with a buffer that established mutual ground.
B) Advance the reasoning for the decision.
C) Announce the change or the bad news.
D) Close with as much positive information as appropriate under the circumstances.
E) Post a blog thread and allow employees to discuss the changes using social media.
Answer: E
Explanation: Except in the case of minor changes, the indirect approach is usually the better
choice. Follow the steps outlined for indirect messages: open with a buffer that establishes some
mutual ground between you and the reader, advance your reasoning, announce the change, and
close with as much positive information and sentiment as appropriate under the circumstances.
Starting a blog to discuss the changes may result in additional upset and negative feelings.
business matters.
22
49) When you need to refuse a routine request that you accepted in the past, what should be the
focus of the message?
A) Maintaining the working relationship
B) Softening the bad news by indicating the issue is still under consideration
C) Limiting alternatives so as not to mislead the audience
D) Implying that other assistance might be available, even if it isn't
E) Implying that other information might be available, even if it isn't
Answer: A
Explanation: The indirect approach works best when the stakes are high for you or for the
receiver, when you or your company has an established relationship with the person making the
request, or when you're forced to decline a request that you might have accepted in the past.
Manage your time carefully; focus on the most important relationships and requests.
business matters.
50) Which of the following is a goal when handling bad news about transactions?
A) Stating your reasons as quickly as possible
B) Stating your reasons as negatively as possible
C) Stating the bad news as clearly as possible
D) Explaining how you plan to resolve the situation as clearly as possible
E) Avoiding details about the situation as much as possible
Answer: D
Explanation: Bad news about transactions is always unwelcome and usually unexpected. When
you send such messages, you have three goals: (1) modify the customer's expectations, (2)
explain how you plan to resolve the situation, and (3) repair whatever damage might have been
done to the business relationship.
business matters.
23
51) When the customer has no established expectation, which of the following should be the
focus of the bad news message?
A) Resetting the expectations that are assumed by the writer
B) Explaining how you plan to resolve the problem
C) An apology
D) An explanation of what went wrong
E) Information on the situation
Answer: E
Explanation: If you haven't done anything specific to set the customer's expectations—such as
promising delivery within 24 hours—the message simply needs to inform the customer of the
situation, with little or no emphasis on apologies.
business matters.
52) When developing bad news messages about transactions, what do many firms include in an
attempt to repair the relationship?
A) An element of apology
B) An explanation of what the customer should now expect
C) An explanation of what is being done to resolve the situations
D) An offer of a discount on future orders
E) An explanation of what type of performance can be expected in the future
Answer: D
Explanation: To help repair the damage to the relationship and encourage repeat business, many
companies offer discounts on future purchases, free merchandise, or other considerations. Even
modest efforts can go a long way to rebuilding a customer's confidence in your company.
business matters.
24
53) What is the purpose of offering free merchandise or other considerations when a firm has bad
news regarding a transaction?
A) To salvage as much of the original order as possible
B) To encourage a new order to replace the current transaction
C) To rebuild the customer's confidence in your company
D) To encourage the placement of an even larger order
E) To bundle the shipment with the previous transaction for an even greater cost savings
Answer: C
Explanation: To help repair the damage to the relationship and encourage repeat business, many
companies offer discounts on future purchases, free merchandise, or other considerations. Even
modest efforts can go a long way to rebuilding a customer's confidence in your company.
business matters.
54) When refusing a claim or request for adjustment, what should be the goal of the indirect
format message?
A) Explaining to the audience how to prevent similar issues in the future
B) To avoid accepting responsibility while not blaming the customer
C) To start a dialog with the customer on potential solutions
D) To demonstrate why you cannot comply
E) To minimize the potential for legal action by the reader
Answer: B
Explanation: Customers who make a claim or request an adjustment tend to be emotionally
involved, so the indirect approach is usually the better choice when you are denying such a
request. Your delicate task as a writer is to avoid accepting responsibility for the unfortunate
situation and yet avoid blaming or accusing the customer. To steer clear of these pitfalls, pay
special attention to the tone of your letter.
business matters.
25
55) To avoid defamation charges, which of the following would be the best practice?
A) Resist the temptation to call someone dishonest or incompetent
B) Only make charges of dishonesty in writing
C) Only make charges of dishonesty verbally, eliminating the record of the charges
D) Use language that creates the biggest impact on the person's reputation
E) Make the charges anonymously on social media
Answer: A
Explanation: If you deal with enough customers over a long-enough period of time, chances are
you'll get a request that is particularly outrageous. You may even be convinced that the person is
not telling the truth. However, you must resist the temptation to call the person dishonest or
incompetent. If you don't, you could be sued for defamation, a false statement that damages
someone's reputation. Written defamation is called libel; spoken defamation is called slander.
business matters.
56) To successfully sue for defamation, what must be proven?

A) The language used was purposely abusive.
B) The language injured the person's reputation.
C) The information was accurate and fact based.
D) Anger or malice was the inspiration for the message.
E) The message was approved by the company's legal advisors.
Answer: B
Explanation: To successfully sue for defamation, the aggrieved party must prove (1) that the
statement is false, (2) that the language injures the person's reputation, and (3) that the statement
has been communicated to others.
business matters.
26
57) Which of the following would be the most appropriate choice to avoid accusations of
defamation?
A) Use words that sound confident and convincing.
B) Use vague information that is open to interpretation.
C) Minimize abusive language verbally, and never in writing.
D) Emphasize a desire for a good relationship in the future.
E) Consult the company's legal advisers before sending out any message that conveys bad news.
Answer: D
Explanation: To avoid accusations of defamation, avoid using any kind of abusive language or
terms that could be considered defamatory. Provide accurate information and stick to the facts.
Never let anger or malice motivate your messages. Consult your company's legal advisers
whenever you think a message might have legal consequences. Communicate honestly and make
sure you believe what you're saying is true. Emphasize a desire for a good relationship in the
future.
business matters.
58) Written statements that are false and damage someone's reputation are considered
defamation.
Answer: TRUE
Explanation: Defamation is a false statement that damages someone's reputation. Written
defamation is called libel; spoken defamation is called slander.
business matters.
59) Being verbally abused by a customer is an example of defamation.

Answer: FALSE
Explanation: Keep in mind that nothing positive can come out of antagonizing a customer, even
one who has verbally abused you or your colleagues. If you don't, you could be sued for
defamation, a false statement that damages someone's reputation.
business matters.
27
60) Customers who make requests for claims or adjustments tend to be more emotionally
involved in the outcome of the request.
Answer: TRUE
Explanation: Customers who make a claim or request an adjustment tend to be emotionally
request.
business matters.
Difficulty: Easy
61) Discuss how to best address the needs of the customer when denying a claim or request for
an adjustment.
Answer: Customers who make a claim or request an adjustment tend to be emotionally
request. Your delicate task as a writer is to avoid accepting responsibility for the unfortunate
situation and yet avoid blaming or accusing the customer. To steer clear of these pitfalls, pay
special attention to the tone of your letter. Demonstrate that you understand and have considered
the complaint carefully, and then rationally explain why you are refusing the request. Close on a
respectful and action-oriented note. Always be sure to respond quickly. With so many
instantaneous media choices at their disposal, some angry consumers will take their complaints
public if they don't hear back from you within a few days or even a few hours.
business matters.
62) As a manager, when delivering bad news to employees, which of the following would be the
most appropriate channel of delivery?
A) Social networking site
B) Email
C) In person
D) Via telephone
E) Formal written documents
Answer: C
Explanation: Selecting the right combination of medium and channel is critical. For instance,
experts advise that bad news for employees be delivered in person whenever possible, both to
show respect for the employees and to give them an opportunity to ask questions.
Learning Obj: LO: 8.5: Describe successful strategies for sending negative employment-related
messages.
28
63) Why is the indirect format usually a better choice when sending negative employment
messages?
A) Recipients tend to have an emotional stake in the message.
B) There is less control over the message in other formats.
C) Indirect formatted messages regarding employment are more sensitive than face-to-face
conversations.
D) Indirect formatted messages regarding employment are quicker to write.
E) A direct format can be taken as a personal slight and a threat to the applicants future.
Answer: A
Explanation: As a manager, you will find yourself in a variety of situations in which you have
to convey bad news to individual employees or potential employees. Recipients have an
emotional stake in these messages, so taking the indirect approach is usually advised. In addition,
use great care in choosing your medium for each situation.
messages.
64) Which of the following negative employment messages can sometimes be handled by simply
ignoring the issue?
A) Refusing requests for recommendations
B) Refusing social networking recommendation requests
C) Rejecting job applicants
D) Giving negative performance reviews
E) Terminating employment
Answer: B
Explanation: Social networks give you a bit more flexibility when it comes to responding to
these requests. One option is to simply ignore or delete the request. Of course, if you do know a
person, ignoring a request could create an uncomfortable situation, so you will need to decide
each case based on your relationship with the requester.
messages.
29
65) When refusing to send information about employees, which of the following is the best way
to handle the message?
A) The message should be direct.
B) The message should be detailed, but direct.
C) The message should be brief and direct.
D) The message should be detailed and objective.
E) The message should be detailed and indirect.
Answer: C
Explanation: Managers may get requests for recommendations from other employers and from
past employees. When sending refusals to other employers who have requested information
about a former employee of yours, your message can be brief and direct.
messages.
66) When refusing an applicant's direct request for a recommendation, which of the following is
the best format?
A) The message should be detailed and indirect.
B) The message should imply the refusal, suggest an alternative and use a polite close.
C) The message should directly state the refusal, suggest an alternative and use a close that
encourages questions if necessary.
D) The message should be curt and direct.
E) The message should be brief and indirectly imply the refusal.
Answer: B
Explanation: When refusing an applicant's direct request for a recommendation, the message
should tactfully avoid hurting the reader's feelings. It can include positive comments about the
reader's recent activities, imply the refusal rather than specifically state it, suggest an alternative,
and use a polite close.
messages.
30
67) Which of the following is more likely to lead to a discrimination lawsuit?
A) Direct format letters
B) Refusing to write letters of recommendation
C) Indirect format letters
D) Rejecting job applicants
E) Refusing to provide social networking recommendations
Answer: D
Explanation: Application rejection messages are routine communications, but saying no is
never easy, and recipients are emotionally invested in the decision. Moreover, companies must
be aware of the possibility of employment discrimination lawsuits, which have been on the rise
in recent years.
messages.
68) Which of the following is the best format when rejecting a job applicant?
A) Provide detailed explanations for the company's decision.
B) Soften the sting of rejection by offering to reconsider the application at some point in the
future.
C) Avoid sharing any explanations for the company's decision.
D) Provide detailed explanation about the qualifications of the person who was hired.
E) Use an indirect format that implies future consideration.
Answer: C
Explanation: Expert opinions differ on the level of information to include in a rejection
message, but the safest strategy is to avoid sharing any explanations for the company's decision
and to avoid making or implying any promises of future consideration.
messages.
31
69) Which of the following would be the best option when rejecting an applicant?
A) Use an opening buffer that emphasizes which skills the organization could use.
B) Personalize the message by using the applicant's name.
C) Convey the news using blunt and personalized language.
D) Explain exactly why the applicant was rejected.
E) Explain exactly why another candidate was chosen over the applicant.
Answer: B
Explanation: Personalize the message by using the recipient's name. "Dear Applicant" can
make it sound as though you never bothered to read the application.
messages.
Difficulty: Easy
70) Which of the following is not a function of the performance review process?
A) Clarifying job requirements
B) Documenting evidence of performance
C) Announcing salary increases for the coming year
D) Establishing a plan of action to ensure continued performance
E) Communicating organizational values
Answer: C
Explanation: Performance reviews are designed to clarify job requirements, give employees
feedback on their performance relative to those requirements, and establish a personal plan of
action to ensure continued performance in the future. Performance reviews also help companies
set organizational standards and communicate organizational values. In addition, they document
evidence of performance in the event that disciplinary action is needed or an employee later
disputes management decisions regarding pay or promotions.
messages.
32
71) What is the most effective way to avoid negative surprises during a performance evaluation?
A) Make sure an employee understands job requirements.
B) Tie salary increases to performance reviews.
C) Tie promotions to performance reviews.
D) Tie performance to organizational values.
E) Provide consistent and regular feedback on performance.
Answer: E
Explanation: The worst possible outcome in an annual review is a negative surprise, such as
when an employee has been working toward different goals than the manager expects or has
been underperforming throughout the year but didn't receive any feedback or improvement
coaching along the way. To avoid negative surprises, managers should provide regular feedback
and coaching as needed throughout the year if employee performance falls below expectations.
messages.
72) To ensure the performance review is objective and well planned, which of the following
steps should be taken?
A) Document performance issues as they happen.
B) Evaluate each employee based on their needs, skills and abilities.
C) Use a personal and sincere tone.
D) Focus on areas of weakness that need improvement.
E) Use the job description that best matches the performance level.
Answer: A
Explanation: Document performance problems in detail as they happen. You will need this
information to write an effective appraisal and to support any decisions that need to be made
about pay, promotions, or termination.
messages.
73) One-on-one conversations are viewed as more sensitive than written forms of
communication.
Answer: TRUE
Explanation: Email and other written forms let you control the message and avoid personal
confrontation, but one-on-one conversations are often viewed as more sensitive and give both
sides the opportunity to ask and answer questions.
messages.
33
74) When preparing a written termination notice, the written document should be presented in
person if possible.
Answer: TRUE
Explanation: Deliver the termination letter in person if at all possible. Arrange a meeting that
will ensure privacy and freedom from interruptions.
messages.
75) When preparing for a performance review, it is important to make sure the job description is
accurate and up to date.
Answer: TRUE
Explanation: Keep job descriptions up to date. If a job evolves over time in response to changes
in the business, the employees' current activities may no longer match an outdated job
description.
messages.
76) Discuss steps to follow when developing a termination message.

Answer: Termination messages should always be written with input from the company's legal
staff, but there are general writing guidelines to bear in mind. The reasons for termination,
whether it is the employee's performance or a business decision unrelated to performance, should
be clearly presented. The reasons should be presented in a way that cannot be construed as unfair
or discriminatory. Follow company policy, contractual requirements, and applicable laws to the
letter. Avoid personal attacks or insults of any kind. Ask another manager to review the letter
before issuing it. An objective reviewer who isn't directly involved might spot troublesome
wording or faulty reasoning. Deliver the termination letter in person if at all possible. Arrange a
meeting that will ensure privacy and freedom from interruptions. Any termination is clearly a
negative outcome for the employee, but careful attention to content and tone in the termination
message can help the employee move on gracefully and minimize the misunderstandings and
anger that can lead to expensive lawsuits.
messages.
34
77) When announcing negative organizational news, how should the writer determine the correct
format of the message?
A) The organization should develop boilerplate messages for a variety of scenarios and then
choose the most appropriate.
B) The organization should determine which format best matches the specific situation.
C) The organization should use a plan that is fair and consistent.
D) The organization should present the information in the most positive way possible.
E) The organization should determine what information can be safely kept from public
consumption.
Answer: B
Explanation: When making negative announcements, match your approach to the situation. the
unique needs of each group.
Learning Obj: LO: 8.6: List the important points to consider when conveying negative
organizational news.
78) By giving affected groups as much time as possible to prepare and respond, what type of
strategy is being used to minimize the negative announcement?
A) Matching the approach to the situation
B) Considering the unique needs of each group
C) Minimizing the element of surprise
D) Allowing enough time to plan and manage the response
E) Being open and transparent
Answer: C
Explanation: Minimize the element of surprise whenever possible. Give affected groups as
much time as possible to prepare and respond.
35
79) When developing a bad news message regarding technical or financial news, what should be
done to minimize long-term implications?
A) Be open and transparent.
B) Seek expert advice.
C) Use multiple channels to reach affected audiences.
D) Look for positive angles.
E) Match your approach to the situation.
Answer: B
Explanation: Seek expert advice. Many significant negative announcements have important
technical, financial, or legal elements that require the expertise of lawyers, accountants, or other
specialists.
80) How can negative situations in an organization affect leadership skills?

A) Leaders can provide staff the opportunity to practice communication skills.
B) Leaders can use negative situations as opportunities to minimize organizational impact.
C) Leaders can use negative situations to renegotiate with suppliers and vendors.
D) Leaders can use negative situations to reshape or reinvigorate the organization.
E) Leaders can use negative situations to identify encouraging and level-headed employees for
future leadership positions.
Answer: D
Explanation: Negative situations give you an opportunity to excel as a communicator and as a
business leader. Inspirational leaders try to seize such situations as opportunities to reshape or
reinvigorate the organization, and they offer encouragement to those around them.
81) Conveying negative organizational news should always be done in an indirect format.
Answer: FALSE
Explanation: When making negative announcements, match your approach to the situation. For
example, in an emergency such as product tampering or a toxic spill, get to the point
immediately and make sure all affected parties get the information they need. Consider the
unique needs of each group. When a company or facility closes, for instance, employees need
time to find new jobs, customers may need to find new suppliers, and community leaders may
need to be prepared to help people who have lost their jobs.
36
82) Conveying negative organizational news should only be done on social media sites that allow
for little audience feedback.
Answer: FALSE
Explanation: When making negative announcements, match your approach to the situation. For
need to be prepared to help people who have lost their jobs.
83) Negative situations provide an opportunity to excel as a communicator.

Answer: TRUE
Explanation: Negative situations give you an opportunity to excel as a communicator and as a
business leader. Inspirational leaders try to seize such situations as opportunities to reshape or
reinvigorate the organization, and they offer encouragement to those around them.
Difficulty: Easy
37
84) Discuss best practices when making negative announcements about organizational news.
Answer: When making negative announcements, match your approach to the situation. For
need to be prepared to help people who have lost their jobs. Minimize the element of surprise
whenever possible. Give affected groups as much time as possible to prepare and respond. If
possible, give yourself enough time to plan and manage a response. Make sure you're ready with
answers to potential questions. Look for positive angles but don't exude false optimism. Laying
off 10,000 people does not give them "an opportunity to explore new horizons." It's a traumatic
event that can affect employees, their families, and their communities for years. The best you
may be able to do is thank people for their past support and wish them well in the future. Seek
expert advice. Many significant negative announcements have important technical, financial, or
legal elements that require the expertise of lawyers, accountants, or other specialists. Use
multiple channels to reach out to affected audiences. Provide information through your normal
communication network, such as your company website, Facebook page, and Twitter account,
but also reach out and participate in conversations that are taking place elsewhere in the social
media landscape. Be open and be transparent. Mark Price, managing director of the UK grocery
chain Waitrose, puts it perfectly: "We recognize that we have to be increasingly open and
transparent. You can't close down businesses now; you can't bunker up if there's a problem.
You've got to go the other way."
85) Which of the following can become a benefit of the social media environment for the
organization?
A) Online rumors
B) False information
C) Attacks on the company's reputation
D) Customers who feel they have been treated unfairly
E) Suggestions for product improvement
Answer: E
Explanation: For all the benefits they bring to business, social media and other communication
technologies have created a major new challenge: responding to online rumors, false
information, and attacks on a company's reputation. Customers who believe they have been
treated unfairly like these sites and tools because they can use the public exposure as leverage.
Many companies appreciate the feedback, too, and many actively seek out complaints to improve
their products and operations.
Learning Obj: LO: 8.7: Describe an effective strategy for responding to negative information in
a social media environment.
38
86) Because rumors and criticism can spread around the world in a matter of minutes, how
should companies handle comments on social media sites?
A) Companies should respond on a case-by-case basis.
B) Companies should respond only to positive comments.
C) Companies should respond only to negative comments.
D) Companies should consult the legal department and other experts before responding to
comments.
E) Companies should respond using the direct format for messages.
Answer: A
Explanation: False rumors and both fair and unfair criticisms can spread around the world in a
matter of minutes. Responding to rumors and countering negative information requires an
ongoing effort and case-by-case decisions about which messages require a response.
87) One way to minimize negative comments on social media is to do what?

A) Allow users to post comments on the company's Facebook page.
B) Engage with stakeholders as a long-term strategy.
C) Respond promptly to all negative comments, whenever possible.
D) Allow users to start online discussions on company-sponsored sites.
E) Ignore negative comments and only engage with stakeholder comments that are positive.
Answer: B
Explanation: The most important step in responding to negative information has to be done
before the negative information appears, and that is to engage with communities of stakeholders
as a long-term strategy. Companies that have active, mutually beneficial relationships with
customers and other interested parties are less likely to be attacked unfairly online and more
likely to survive such attacks if they do occur.
39
88) The best way to increase credibility and survive online attacks is to do what?
A) Monitor conversations
B) Evaluate all negative messages
C) Respond appropriately
D) Take legal action
E) Engage stakeholder before negative information appears
Answer: E
Explanation: Companies that have active, mutually beneficial relationships with customers and
other interested parties are less likely to be attacked unfairly online and more likely to survive
such attacks if they do occur. In contrast, companies that ignore constituents or jump into "spin
doctoring" mode when a negative situation occurs don't have the same credibility as companies
that have done the long, hard work of fostering relationships within their physical and online
communities.
89) Which of the following would allow a company to monitor what stakeholders are saying
about the company on social media sites?
A) Facebook "likes"
B) Automated reputation analysis
C) Twitter feeds
D) Blog threads
E) Stock prices
Answer: B
Explanation: Monitor the conversation. If people are interested in what your company does,
chances are they are blogging, tweeting, podcasting, posting videos, writing on Facebook walls,
and otherwise sharing their opinions. Use automated reputation analysis and other technologies
to listen to what people are saying.
40
90) What should be done before responding to comments made on social media sites?
A) Use an automated reputation analysis to better gauge consumer reaction.
B) Respond based on a predetermined public relations plan.
C) Evaluate the source, the tone and the content, and then choose a response that fits.
D) Use anonymous responses to counteract the negative information, and then post a company
response that supports the anonymous response.
E) Contact the writer privately to determine the real source of discontent, and then post an
appropriate response.
Answer: C
Explanation: When you encounter negative messages, resist the urge to fire back immediately.
Instead, evaluate the source, the tone, and the content of the message, and then choose a response
that fits the situation.
91) When you encounter negative messages, what would the appropriate reaction be?
A) Engage early
B) Engage often
C) Monitor the conversation
D) Evaluate the negative message
E) Respond appropriately
Answer: D
Explanation: Evaluate negative messages. When you encounter negative messages, resist the
urge to fire back immediately. Instead, evaluate the source, the tone, and the content of the
message and then choose a response that fits the situation.
41
92) Which population group is most likely to spread incorrect information?
A) Public affairs
B) Trolls
C) The misguided
D) Unhappy customers
E) Ragers
Answer: C
Explanation: The Public Affairs Agency of the U.S. Air Force groups senders of negative
messages into four categories, including "trolls" (those whose only intent is to stir up conflict),
"ragers" (those who are just ranting or telling jokes), "the misguided" (those who are spreading
incorrect information), and "unhappy customers" (those who have had a negative experience
with the Air Force).
93) Those who have had negative experience with an organization are known as what?
A) Public affairs
B) Trolls
C) The misguided
E) Ragers
Answer: D
Explanation: The Public Affairs Agency of the U.S. Air Force groups senders of negative
messages into four categories, including "trolls" (those whose only intent is to stir up conflict),
"ragers" (those who are just ranting or telling jokes), "the misguided" (those who are spreading
incorrect information), and "unhappy customers" (those who have had a negative experience
with the Air Force).
42
94) After assessing a negative message, a quick response should be made based on what?
A) Automated reputation analysis feedback
B) A public relations plan
C) Stakeholder feedback
D) Advice from experts such as the legal department
E) Comments from the online community
Answer: B
Explanation: After you have assessed a negative message, quickly make the appropriate
response based on an overall public relations plan. In addition to replying promptly, make sure
your response won't make the situation even worse.
95) When attempting to rectify a situation and reach a reasonable solution, which of the
following groups should be responded to?
A) Public affairs
B) Trolls
C) The demanders
E) Ragers
Answer: D
Explanation: After you have assessed a negative message, quickly make the appropriate
response based on an overall public relations plan. The Air Force, for instance, doesn't respond
to trolls or ragers, responds to misguided messages with correct information, and responds to
unhappy customers with efforts to rectify the situation and reach a reasonable solution.
43
96) When responding to those who post incorrect information, which of the following groups are
being responded to?
A) Public affairs
B) Trolls
C) The misguided
E) Ragers
Answer: C
Explanation: Respond to misguided messages with correct information, and respond to unhappy
customers with efforts to rectify the situation and reach a reasonable solution. Trolls are those
who like to stir up conflict, ragers are those who are just ranting, the misguided are those who
spread incorrect information and unhappy customers are those who have had a negative
experience.
97) To prevent a public relations problem, which of the following might be the best way to
respond to a critic who posts negative information about the company?
A) Assess the message for flaws.
B) Threaten legal action unless the post is removed.
C) Contact the writer privately to attempt to resolve the situation.
D) Monitor feedback about the complaint before making a decision.
E) Ignore the writer and the post.
Answer: C
Explanation: Respond to unhappy customers with efforts to rectify the situation and reach a
reasonable solution. In addition to replying promptly, make sure your response won't make the
situation even worse. For example, taking legal action against critics, even if technically
justified, can rally people to their defense and create a public relations nightmare. In some
instances, the best response can be to contact a critic privately (through direct messaging on
Twitter, for example) to attempt a resolution away from the public forum.
44
98) Unhappy customers use social media to voice complaints to a larger audience than just the
organization.
Answer: TRUE
Explanation: For all the benefits they bring to business, social media and other communication
technologies have created a major new challenge: responding to online rumors, false
information, and attacks on a company's reputation. Customers who believe they have been
treated unfairly like these sites and tools because they can use the public exposure as leverage.
Difficulty: Easy
99) The most important step in responding to negative information on social media is to respond
as soon as the negative comment appears.
Answer: FALSE
Explanation: The most important step in responding to negative information has to be done
before the negative information appears, and that is to engage with communities of stakeholders
as a long-term strategy.
45
100) Identify four steps to take when responding to rumors and encountering negative
information on social media.
Answer: Engage early, engage often. The most important step in responding to negative
information has to be done before the negative information appears, and that is to engage with
communities of stakeholders as a long-term strategy. Companies that have active, mutually
beneficial relationships with customers and other interested parties are less likely to be attacked
unfairly online and more likely to survive such attacks if they do occur. Second, monitor the
conversation. If people are interested in what your company does, chances are they are blogging,
tweeting, podcasting, posting videos, writing on Facebook walls, and otherwise sharing their
opinions. Use automated reputation analysis and other technologies to listen to what people are
saying. Evaluate the negative messages. When you encounter negative messages, resist the urge
to fire back immediately. Instead, evaluate the source, the tone, and the content of the message
and then choose a response that fits the situation. Finally, respond appropriately. After you have
assessed a negative message, quickly make the appropriate response based on an overall public
relations plan. In addition to replying promptly, make sure your response won't make the
situation even worse. Keep in mind that positive reputations are an important asset and need to
be diligently guarded and defended. Everybody has a voice now, and some of those voices don't
care to play by the rules of ethical communication.
46

Business Communication Essentials A Skills Based Approach 8th Edition Bovee Test Bank

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Business Communication Essentials A Skills Based Approach 8th Edition Bovee Test Bank

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Business Communication Essentials A

Skills Based Approach 8th Edition

9) All negative messages should be what?

10) When writing a negative message, wording should be as positive as possible.

30) Which of the following is least effective in an opening buffer?

42) A good buffer needs to trivialize the reader's concerns.

56) To successfully sue for defamation, what must be proven?

59) Being verbally abused by a customer is an example of defamation.

76) Discuss steps to follow when developing a termination message.

80) How can negative situations in an organization affect leadership skills?

83) Negative situations provide an opportunity to excel as a communicator.

87) One way to minimize negative comments on social media is to do what?

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