Chapter 07 Bad News Messages

Chapter 07 Bad-News Messages
1. As a Human Resources representative, Laura must inform Matt that his vacation request for August is not approved.
Which of the following should she do?
a. Plan the message strategically.
b. Ask the CEO to send the message.
c. Wait two weeks before sending the message.
d. Leave out an explanation about why she cannot approve requested
dates.
ANSWER: a
RATIONALE: Because bad news can disappoint, irritate, and sometimes anger a receiver, such messages
must be constructed carefully and be explained clearly and completely.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: pp. 192-93
QUESTION TYPE: Multiple Choice
HAS VARIABLES: False
LEARNING OBJECTIVES: ESBC.GULO.23.07.01 - 7.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.23.06.04 - DISC.ESBC.GULO.23.06.04
TOPICS: Communicating Negative News Strategically
KEYWORDS: Bloom's: Remember
DATE CREATED: 1/10/2022 4:13 PM
DATE MODIFIED: 3/8/2022 8:18 AM
2. The bad feelings associated with disappointing news can be reduced if the receiver feels that the news was revealed
sensitively, believes that the matter was treated seriously and fairly, and _______.
a. knows the reasons for the rejection clearly
b. learns of the bad news directly
c. understands the legal implications of the bad news
d. receives the bad news via certified mail
ANSWER: a
RATIONALE: The bad feelings associated with disappointing news can generally be reduced if the receiver
(a) knows the reasons for the rejection, (b) feels that the news was revealed sensitively, and
(c) believes that the matter was treated seriously and fairly.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 192
3. Business communicators have many goals in conveying negative news. These goals include explaining clearly and
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completely, conveying empathy and sensitivity, and _______.
a. lightening the negative situation with humor
b. being vague in order to reduce liability
c. using technical vocabulary to establish yourself as the expert
d. projecting a professional image
ANSWER: d
RATIONALE: When revealing bad news, business communicators should strive to explain the bad news
clearly and completely, project a professional image, convey empathy and sensitivity, be fair,
and maintain friendly relations.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 193
4. To project a professional image when sending a negative message, you should _______.
a. respond briefly without providing
details
b. readily accept all blame
c. use forceful language
d. control your emotions
ANSWER: d
RATIONALE: To project a professional and positive image for you and your organization, use polite
language, control your emotions, and respond with clear explanations of why a negative
message was necessary. When appropriate, accept blame and apologize; however, strive to
do so without creating legal liability for your organization or yourself.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 193
5. Readers are more likely to accept negative news when _______.

a. the writer uses strong, forceful language

b. they feel that the decision was fair, impartial, and
rational
c. the writer refers repeatedly to company policy
d. the message is delivered via phone rather than writing
ANSWER: b
RATIONALE: Receivers are far more likely to accept negative news when they feel that the decision was
fair, impartial, and rational.
POINTS: 1
REFERENCES: p. 193
6. Which of the following statements about writing to convey negative news is correct?
a. Negative messages should never accept blame.
b. Negative messages should aim to end the communication by having the final word.
c. Even experienced communicators are sometimes unsuccessful in meeting the goals related to negative
messages.
d. Negative messages should be written with an aggressive tone to show dominance in the situation.
ANSWER: c
RATIONALE: Even as an experienced business communicator, you may not be successful in achieving all
the goals related to writing a negative message. However, the goals in the chapter can help
you convey the news sensitively and safely.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 193
United States - BUSPROG.ESBC.GULO.23.01.06 - DISC.ESBC.GULO.23.01.06
7. When writers must convey bad news, they must carefully consider the purpose, context, and _______.
a. flexibility
b. communication channel
c. audience

d. total number of words they use
ANSWER: c
RATIONALE: To successfully convey bad news, writers must carefully consider the purpose, context, and
audience.
POINTS: 1
REFERENCES: p. 194
TOPICS: Examining Bad-News Strategies
8. Taylor must send a bad-news message to a client and indicate to her that he will be unable to meet a delivery deadline.
What should Taylor do first?
a. Ask his supervisor to write and send the message since she has more
authority.
b. Gather information about his reasons for not meeting the deadline.
c. Write the opening of his message.
d. Analyze the bad news to see how it will affect his reader.
ANSWER: d
RATIONALE: First, Taylor should analyze the bad news so that he can anticipate its effect on the receiver.
This analysis will help him choose techniques and words to reduce the pain of the bad news.
POINTS: 1
REFERENCES: p. 194
9. You will use the direct strategy for your message when the bad news is not damaging, when the receiver might
overlook the bad news, when directness is preferred, and when _______.
a. the bad news threatens the customer relationship
b. the bad news is unexpected
c. firmness is necessary
d. the bad news will provoke a hostile reaction
ANSWER: c

RATIONALE: Use the direct strategy when firmness is necessary. All other answer choices require the
indirect strategy.
POINTS: 1
DIFFICULTY: Easy
10. Which of the following bad-news messages should be organized using the direct strategy?
a. An announcement of changes in business services
b. A layoff notice for a long-time employee
c. A denial of benefits on an insurance claim to an angry customer
d. A notice of an unexpected plant closure to the city council and mayor
ANSWER: a
RATIONALE: Use the direct strategy to announce the change of business services because your audience
may otherwise ignore this information. All other topics should use the indirect strategy
because they are likely to provoke hostile responses or cause personal upset.
POINTS: 1
KEYWORDS: Bloom's: Apply
11. Using the indirect strategy to prepare the reader in a bad-news message _______.
a. shows insensitivity to your reader
b. allows you to confuse or distract the reader
c. helps you keep the reader's attention until you can explain the reasons for the bad news
d. demonstrates your ability to vary your strategies
ANSWER: c
RATIONALE: The indirect strategy ensures that you keep the reader's attention as you explain the reasons
for the bad news. The explanation is an important part of softening the blow of the bad news.
POINTS: 1

DIFFICULTY: Easy
REFERENCES: p. 196
12. The indirect strategy works best when the bad news is personally upsetting, when the news will prompt a hostile
reaction, and when _______.
a. the message arrives unexpectedly
b. firmness is necessary
c. the receiver may overlook the bad news
d. the bad news is not damaging
ANSWER: a
RATIONALE: Use the indirect strategy when the bad news will arrive unexpectedly. All other answer
choices typically require the direct strategy.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 196
13. A device to reduce the shock or pain of bad news is called a(n) _______.
a. explanation
b. adjustment
c. buffer
d. deflector
ANSWER: c
RATIONALE: A buffer, often a neutral but meaningful statement that reduces the shock or pain of bad
news, encourages the reader to continue reading.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 197
14. Corbin must inform employees that overtime pay will be reduced from the current 2.0 factor to a 1.5 factor. Because
he anticipates a hostile reaction, which of the following sequences should Corbin use for the parts of his message?
a. Bad news, explanation, reasons, and
closing
b. Bad news, reasons, buffer, and closing
c. Buffer, reasons, bad news, and closing
d. Buffer, explanation, reasons, and closing
ANSWER: c
RATIONALE: When a hostile reaction is anticipated, beginning with a buffer may keep the audience
receptive enough to listen to Corbin's presentation of the reasons before he must present the
bad news of the reduction in overtime pay. Using this indirect strategy for a bad-news
message is recommended when the news is upsetting.
POINTS: 1
REFERENCES: p. 196
15. The primary benefit of using the indirect strategy to communicate bad news is that it _______.
a. demonstrates your writing abilities
b. ensures that your reasoning will be read while the receiver is still
receptive
c. disguises the bad news
d. places the bad news before the explanation
ANSWER: b
RATIONALE: The indirect strategy softens the blow by placing a neutral buffer in the opening to help
ensure your explanation will be read. By placing the explanation before the bad news, you
guarantee that your indirect-strategy message is less likely to cause hard feelings and pain
than a direct-strategy message.
POINTS: 1
DIFFICULTY: Easy
16. The primary difference between ethical and unethical communicators is that unethical communicators _______.
a. intend to deceive
b. don't analyze their purpose for a message
c. sign someone else's name to their
messages
d. take a reader-center approach
ANSWER: a
RATIONALE: Unethical communicators are purposefully deceptive. Their communication goal is to deceive
their readers, regardless of the message, audience, purpose, or pattern.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 197
17. Which of the following approaches to using the indirect strategy in delivering bad news is unethical?
a. Delaying the bad news to soften the blow
b. Communicating your reasoning while the reader is still receptive
c. Burying the bad news late in the message to misrepresent the
truth
d. Prioritizing compassion as well as communication
ANSWER: c
RATIONALE: The key to the ethical communication of bad news lies in the motives of the sender. The
indirect strategy is not unethical when used to soften the blow and to ensure that your reasons
will be read while the receiver is still receptive.
POINTS: 1
REFERENCES: p. 197

KEYWORDS: Bloom's: Understand
18. The buffer in a bad-news message should _______.

a. hint that good news will follow
b. be completely unrelated to the bad news so that receivers will not know that bad news is coming
c. contain information that encourages the receiver to continue reading
d. deny the requested action
ANSWER: c
RATIONALE: A well-written buffer is a neutral but meaningful statement that reduces shock or pain and
encourages continued reading. It should provide a natural transition to the explanation that
follows.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 197
TOPICS: Composing Effective Bad-News Messages
19. Which of the following would be an effective way to begin a bad-news message to a customer using the
indirect strategy?
a. Thanking the customer for their email
b. Hoping that the message finds the customer well
c. Revealing the best news
d. Revealing the bad news
ANSWER: c
RATIONALE: The indirect strategy begins with a buffer that reduces the shock or pain of the bad news.
Effective buffers include revealing the best news; complimenting the reader; providing
objective information or facts; or including a statement of appreciation, mutual agreement, or
understanding. A buffer may also include a sincere apology. Buffers should avoid trite
expressions such as “Thank you for your email” or “I hope this message finds you well.”
POINTS: 1
DIFFICULTY: Easy

DATE MODIFIED: 3/11/2022 5:57 PM
20. Porter Grace, RN, 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 an effective buffer?
a. I must decline HAFTA's invitation to speak at its fall conference.
b. HAFTA members must be looking forward to the annual fall conference in Phoenix this year.
c. Thank you for your email.
d. Due to unfortunate circumstances, the invitation must be declined.
ANSWER: b
RATIONALE: The buffer should be a neutral but meaningful statement that does not mention the bad news.
The most effective buffer is HAFTA members must be looking forward to the annual fall
conference in Phoenix this year. Avoid using trite expressions such as “Thank you for your
email.”
POINTS: 1
21. Which of the following is an appropriate suggestion for apologizing in a negative-news message?
a. Be sincere and explain what you will do to prevent recurrence.
b. Apologizing should be avoided because it will negatively impact the company’s
finances.
c. Focus on your regret.
d. Blame external factors.
ANSWER: a
RATIONALE: Helpful tips for effective apologies include being sincere, accepting responsibility, and using
good judgment. Focusing on your regret will not convey sincerity or improve your message.
POINTS: 1
22. Maya has decided to apologize briefly in the buffer of her bad-news message to a client. Which of the following is an
effective example of integrating an apology into the buffer?
a. We know that you rely on your espresso machine to function properly.
b. We apologize for any inconvenience this may have caused.
c. We sincerely apologize for the problems you experienced with your espresso machine. To prevent recurrence
of this problem, we will recalibrate the heating element at no charge to you.
d. It is unfortunate that you are unhappy with your espresso machine.
ANSWER: c
RATIONALE: The effective example of an apology that is integrated into the buffer is We sincerely
apologize for the problems you experienced with your espresso machine. To prevent
recurrence of this problem, we will recalibrate the heating element at no charge to you. This
apology is sincere and shows that the company cares and wants to fix the problem.
POINTS: 1
23. The ability to understand and enter into the feelings of another is called _______.
a. audience
demographics
b. sympathy
c. empathy
d. buffering
ANSWER: c
RATIONALE: Empathy is the ability to understand and enter into the feelings of another. Demonstrating
empathy is important in writing apologies.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 199
24. Which of these messages effectively conveys empathy in a bad-news message?

a. You have every right to be disappointed. I am truly sorry that our product failed to perform as expected.
b. I am deeply saddened that your service failure disrupted our sale, and we will do everything in our power to
improve our future performance.
c. We did not intentionally delay the shipment, and we will not accept the disappointment and frustration you
have expressed.
d. It is with great regret that we must take this step, but you have left us no choice.
ANSWER: a
RATIONALE: Conveying empathy and sympathy in a bad-news message can be difficult. Empathy shows
understanding of the other's feelings. Only You have every right to be disappointed... shows
genuine care for the receiver's feelings. The answer I am deeply saddened that your service
failure disrupted our sale expresses the writer’s feelings, not sympathy for the customer’s
feelings.
POINTS: 1
REFERENCES: p. 199
25. Providing an explanation or reason for denying the request is important because doing so _______.
a. decreases the company’s risk of liability
b. manipulates the customer’s emotions
c. reduces feelings of ill will
d. will make the customer no longer desire the
request
ANSWER: c
RATIONALE: Without sound reasons for denying a request, refusing a claim, or revealing other bad news, a
message will fail, no matter how cleverly it is organized or written. Providing an explanation
reduces feelings of ill will and improves the chances that readers will accept the bad news.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 199
26. When presenting the reasons for bad news, you should _______.
a. use positive wording
b. use negative wording so that the bad news is clearer and avoids any ambiguity
c. include blanket company policy statements
d. deflect responsibility
ANSWER: a
RATIONALE: When presenting the reasons for the bad news, you should explain the decision clearly
without revealing confidential information or creating potential legal liability, cite benefits to
the reader or others, choose positive wording, and demonstrate that the matter was treated
seriously and fairly. You should not, however, include blanket company policy statements
because readers resent them.
POINTS: 1
27. You must decline an employee's request to telecommute three days per week. Which of the following statements
highlights the positive aspect of the rationale?
a. Our current company policy does not allow telecommuting.
b. Unfortunately, we regret that we are unable to afford the expenses associated with telecommuting.
c. I’m unable to grant your request to telecommute but am happy to reimburse you for mileage and expenses.
d. Your work standards cannot be relied on unless we are able to observe you at your workstation.
ANSWER: c
RATIONALE: Messages are far more effective when you describe what you can do rather than what you
can’t do. I’m unable to grant your request to telecommute but am happy to reimburse you for
mileage and expenses includes a more positive appeal.
POINTS: 1
REFERENCES: p. 200
28. Which statement demonstrates the use of positive wording?

a. Your request for an extended warranty has been rejected because we cannot find replacement parts for your
specific product.
b. Unfortunately, we are unable to extend the warranty.
c. Although your warranty will not be extended, we are happy to replace your item with a similar product at no
charge.
d. We regret to inform you that your request for an extended warranty has been denied.
ANSWER: c
RATIONALE: Only the sentence beginning with "Although your warranty..." demonstrates positive
wording. All other answer choices use negative words such as "rejected," "cannot,"
"unfortunately," "unable," "regret," and "denied."
POINTS: 1
REFERENCES: p. 200
29. Effective techniques for softening bad news include: suggesting a compromise or an alternative, placing the bad news
in a subordinate clause, and _______.
a. using active-voice verbs
b. positioning the bad news at the beginning or end of a paragraph
c. refusing explicitly to get it over with
d. using passive-voice verbs
ANSWER: d
RATIONALE: The following techniques can cushion bad news: positioning the bad news in the middle of a
paragraph, placing the bad news in a subordinate clause, using passive-voice verbs,
highlighting the positive, implying the refusal, and suggesting a compromise or an
alternative.
POINTS: 1
30. Positive phrasing is important in bad-news messages because it _______.

a. keeps the reader in a receptive mood
b. describes what you can do instead of what you can't
c. often sounds more sincere
d. accomplishes all of these
ANSWER: d
RATIONALE: Choosing positive (vs. negative) words for bad-news messages keeps the reader in a receptive
mood, often sounds more sincere, and allows you to focus on what you can do rather than
what you can't.
POINTS: 1
31. Allison is declining a request for a monetary contribution from a charitable organization to which her employer, BMI
Industries, usually donates. Which of the following cushions the bad news by implying 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.
ANSWER: b
RATIONALE: 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.
POINTS: 1
REFERENCES: p. 201
32. The closing of a bad-news message should be personalized and may include a forward look, resale information, a sales
promotion, or _______.
a. a neutral statement such as “thank you for your business”
b. freebies
c. a restatement of company policy
d. a summary of the bad news
ANSWER: b
RATIONALE: The closing of a bad-news message should be personalized and may include a forward look,
an alternative, good wishes, freebies, resale information, or a sales promotion.
POINTS: 1
33. Kiara must send a refusal letter to Ryan, who recently interviewed for a job. Which of the following closings is
recommended for a bad-news message?
a. If you have any questions, Ryan, please do not hesitate to call me.
b. If you had the required five years' experience in social work, we could have included you in the final slate of
candidates.
c. Again, Ryan, we truly regret being unable to offer you this position.
d. We wish you all the best in your job search.
ANSWER: d
RATIONALE: 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.
POINTS: 1
34. When you must refuse typical requests, you should first think about how the receiver will react to your refusal and
decide _______.
a. whom or what to blame
b. where and how to apologize
c. how to invite further correspondence
d. whether to use the direct or the indirect strategy
ANSWER: d
RATIONALE: As you consider your receiver's reaction, you will decide to use either the direct or the
indirect strategy. If you expect the receiver to be upset, use the indirect strategy.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 202
TOPICS: Refusing Typical Requests and Claims
35. Which of the following sentences presents the reason for denying a customer's request for credit in a way that de-
emphasizes the bad news?
a. Your request for credit has been denied.
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. Although your credit rating does not meet our minimum standards, we would be happy to reconsider your
application if you add a cosigner.
d. Your failure to meet our standards will not allow us to issue you a credit account.
ANSWER: c
RATIONALE: Only Although your credit rating does not meet our minimum standards, we would be happy
to reconsider your application if you add a cosigner de-emphasizes the bad news by
highlighting the positive. Other responses include a negative tone by being too harsh or
graphic, or by placing the blame on the reader.
POINTS: 1
36. You can soften the blow of the bad news in refusing a typical request or claim by _______.
a. emphasizing the bad news
b. using the active voice
c. implying the refusal
d. accentuating the negative
ANSWER: c
RATIONALE: One effective technique to soften the impact of bad news is implying the refusal. Other
techniques to soften the blow include de-emphasizing the bad news; using the passive voice;
accentuating the positive; and suggesting a compromise, alternative or substitute.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 202
37. Which of the following presents the bad news in a message refusing a customer's claim by de-emphasizing the bad
news?
a. We are sorry that we cannot give you a full refund for your DVD player.
b. Because you damaged the DVD player by trying to repair it yourself, we are unable to give you a full refund.
c. The damage to your DVD player is not covered by the warranty, as explained in the enclosed copy of the
warranty that came with your DVD player.
d. Although a full refund cannot be issued, we would be happy to repair your DVD player for a nominal fee.
ANSWER: d
RATIONALE: The bad news is presented most effectively in the following sentence: Although a full refund
cannot be issued, we would be happy to repair your DVD player for a nominal fee. This
sentence presents the bad news using the passive voice, de-emphasizes the bad news by
placing it in a subordinate clause, accentuates the positive, and offers a reasonable
alternative.
POINTS: 1
38. When calling a customer by phone to address a problem or disappointment, you should describe the problem and
apologize, offer an explanation and resolution, and _______.
a. follow up with a written message that documents the phone call and promotes
goodwill
b. suggest a face-to-face meeting to resolve any remaining issues
c. come to an agreement on a refund or compensation
d. provide resale information or promote products and services
ANSWER: a
RATIONALE: The phone call typically concludes with the discussion of the explanation or reasons and the
resolution of the customer's claim or complaint. After the phone call, the business will follow
up with a message documenting the phone call and promoting goodwill.
POINTS: 1
DIFFICULTY: Easy
39. Personally delivering bad news is sometimes recommended, but written messages are important to establish a record
of the incident, to formally confirm follow-up procedures, and _______.
a. to promote good relations
b. to denote your leadership rank
c. to persuade the receiver to follow your recommendations
d. to allow you to identify your organization and position
ANSWER: a
RATIONALE: A written message allows the sender to promote good relations. Written messages are also
important to communicate when personal contact is impossible, to establish a record of the
incident, and to formally confirm follow-up procedures.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 204
40. Kenesha must respond to a negative comment written by a customer on Twitter. What advice should she follow?
a. Investigate the situation thoroughly before responding.
b. Admit that her company erred if the complaint is legitimate and try to remedy the
problem.
c. Suggest a refund or a discount on future services.
d. Kenesha should follow all these tips.
ANSWER: d
RATIONALE: When organizations respond to negative posts and reviews online, they are wise if they first
verify the complaint, admit error when the complaint is justified, respond quickly and
constructively, and offer refunds or discounts. Companies should also view negative online
comments as growth opportunities and accept the fact that all businesses will experience
some public negativity.
POINTS: 1
41. Constructing messages saying no to emotionally involved receivers is a challenging communication task. Which of the
following pieces of advice for this task is accurate?
a. Use the refusal-before-reason pattern to present the information artfully.
b. Place blame where blame is due, including on the customer if he or she is
responsible.
c. Avoid offering resale information because it may weaken customer confidence.
d. Use neutral, objective language to explain the reason the claim is refused.
ANSWER: d
RATIONALE: When saying "no" to upset receivers, follow these tips: use neutral, objective language; adopt
the proper tone; don't blame customers, even if they are at fault; avoid "you" statements that
sound preachy; and consider offering resale information to rebuild the customer's confidence
in your products or organization.
POINTS: 1
REFERENCES: p. 206
42. A bad-news message, whether delivered in person or in writing, is usually better received when you _______.
a. give the reasons before the bad news
b. immediately share the bad news
c. provide the reasons and explanations but conceal the bad news
d. combine the buffer and bad news
ANSWER: a
RATIONALE: When sharing bad news, present the reasons first, and your message will be better
received.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 206
TOPICS: Managing Bad News Within Organizations
43. In deciding to share negative information about another employee to your supervisor, what question should you
consider first?
a. Will I profit personally (promotion, bonus pay, or honors)?
b. Was the act criminal or hostile behavior or just a one-time mistake?
c. How should I time the information delivery (before or after a
meeting)?
d. How can I avoid being identified as the tattletale by other employees?
ANSWER: b
RATIONALE: Your first consideration when deciding to share bad news is determining whether the
behavior is noncriminal and trivial. A one-time offense that did not cause any significant
harm is often better unreported.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 207
44. When you must deliver bad news to one person or a small group, you should usually _______.
a. send a formal letter
b. address the issue in a department meeting
c. deliver the message in person
d. wait at least one week so that you can formulate your thoughts
ANSWER: c
RATIONALE: When bad news involves one person or a small group, you should generally deliver the news
in person and promptly. Delivering bad news to a coworker or supervisor is a reality for most
businesspeople, and everyone must learn to deliver these messages professionally.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 207
45. Delivering a bad-news message personally in the workplace can be done tactfully, professionally, and safely as long as
you gather all information, think about timing, prepare and rehearse, and_______.
a. consider taking a partner if you fear a "shoot the messenger" reaction
b. focus on the future and avoid discussing the past or the present
c. go alone to deliver the bad news so that the person doesn’t think you are ganging up on
them
d. respond immediately
ANSWER: a
RATIONALE: When delivering a bad-news message personally in the workplace, you should gather all
information, prepare and rehearse, fully explain, think about timing, be patient with the
reaction, and consider taking a partner.
POINTS: 1

46. Human Resource Specialist Julie Woodard must inform employees of a major reduction in health care benefits. When
delivering this announcement, she should inform the employees promptly and _______.
a. let the employees find out through the office grapevine
b. deliver it on a Friday afternoon when people are more open to receiving bad news
c. deliver the news via email, if possible
d. be honest
ANSWER: d
RATIONALE: When delivering negative news to employees, you should do so honestly, promptly, and
personally, if possible. Allowing employees to learn of the reduction through the grapevine
would not be appropriate because morale can be destroyed when employees learn of major
events affecting their jobs through the grapevine or from news accounts.
POINTS: 1
REFERENCES: p. 209
47. In announcing negative news to employees, where should you place an alternative, when one exists?
a. The opening
b. The body
c. The closing
d. You should never provide an alternative in a bad-news
message.
ANSWER: c
RATIONALE: A presentation of alternatives should be included in the closing, when appropriate.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 209

48. Which of the following sentences to employees explains the reasons for a reduction in a company workforce in a way
that displays empathy?
a. Although we would like to retain our current workforce, we have no choice but to reduce the number of
employees.
b. We did everything possible to prevent this from happening.
c. The decision cannot be changed.
d. Because of a decrease in sales, the number of employees will need to be reduced, which we know will be
difficult for all of you.
ANSWER: d
RATIONALE: When conveying bad news, you must explain the logic behind the bad news and provide a
rational explanation using positive words and empathy. The sentence beginning with Because
of a decrease in sales... displays empathy by referring to the employees’ experiences and
points of view.
POINTS: 1
REFERENCES: p. 209
49. Which of the following pieces of advice is recommended for presenting the bad-news portion of your negative
message to employees?
a. Strive to sugarcoat the message to ease the employees' pain.
b. Place the bad news in the first sentence of a paragraph.
c. Position the bad news so that it does not stand out.
d. Use subjective language.
ANSWER: c
RATIONALE: Position your bad news so that it does not stand out in your message. For instance, place it in
a subordinate clause or in the middle of a paragraph. Don't start a paragraph with the bad
news.
POINTS: 1
REFERENCES: p. 209

50. When bad news must be given to large groups of employees, which of the following digital media would be
appropriate for management to use?
a. E-mail
b. An intranet post
c. A webcast
d. All of these would be appropriate forms.
ANSWER: d
RATIONALE: Effective managers deliver negative news personally when possible. When the news must go
to large numbers of people, however, various forms of digital media are acceptable, including
intranet posts, e-mail, videos, webcasts, blogs, and voice mail.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 209
51. As an employee, you should avoid responding to customer complaints on Twitter, Facebook, or other forms of social
media because the audience is potentially too large.
a. True
b. False
ANSWER: False
RATIONALE: Customers are posting comments, both positive and negative, on these digital communication
media, and smart businesses are responding appropriately. As a company representative, you
may respond to complaints voiced to the world on Twitter, Facebook, or complaint websites.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 192
QUESTION TYPE: True / False

52. One of the goals of delivering bad news is to regain the confidence of the receiver.
a. True
b. False
ANSWER: True
RATIONALE: One goal of delivering negative news is to maintain friendly relations, which involves
regaining the confidence of the receiver.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 193
53. The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the
rejection, feels that the news was revealed sensitively, and believes that the matter was treated seriously and fairly.
a. True
b. False
ANSWER: True
RATIONALE: The bad feelings associated with disappointing news can generally be reduced if the receiver
knows the reasons for the rejection, feels that the news was revealed sensitively, and believes
that the matter was treated seriously and fairly.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 192
54. When delivering bad news, you should explain the bad news clearly to make your readers understand and, in the best
case, accept the bad news.
a. True
b. False
ANSWER: True
RATIONALE: When delivering bad news, you should explain the bad news clearly to make your readers
understand and, in the best case, accept the bad news.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 193
55. When irate customers sound threatening and overstate their claims, you will have the most success in getting them to
accept your explanations if you make your tone match theirs.
a. True
b. False
ANSWER: False
RATIONALE: One of your goals as a business professional is to project a professional image of you and
your company. Even when irate customers sound threatening and overstate their claims, you
should strive to stay calm, use polite language, and respond with clear explanations for the
bad news.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 193
56. In order to convey empathy and sensitivity for your receiver, you should always accept blame and apologize for the
bad news.
a. True
b. False
ANSWER: False
RATIONALE: Although you should use language that respects the receiver and reduces bad feelings, you
should accept blame and apologize only when appropriate. If you do accept blame and
apologize, you should do so without creating legal liability for your organization or yourself.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 193
57. When you show that the decision for negative news was made fairly, impartially, and rationally, receivers are far more
likely to accept the negative news.
a. True
b. False
ANSWER: True
RATIONALE: When you show that the decision for negative news was made fairly, impartially, and
rationally, receivers are far more likely to accept the negative news.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 193
58. All bad-news messages should be presented using the indirect strategy.
a. True
b. False
ANSWER: False
RATIONALE: Although many negative messages will be delivered with the indirect strategy, some
messages will best be delivered with the direct strategy. Smart business writers must
carefully consider the audience, purpose, and context to determine which strategy is more
appropriate.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 194
59. The direct strategy saves time and is preferred by some who consider it to be more professional and even more ethical
than the indirect strategy.
a. True
b. False
ANSWER: True
RATIONALE: The direct strategy saves time and is preferred by some who consider it to be more
professional and even more ethical than the indirect strategy.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 194
60. If your receiver might overlook the bad news, it is appropriate to use the direct strategy.
a. True
b. False
ANSWER: True
RATIONALE: The direct strategy is appropriate when the receiver might overlook the bad news. It is also
appropriate when directness is preferred, when firmness is necessary, or when the bad news
is not damaging.
POINTS: 1
DIFFICULTY: Easy
61. If your message may create a hostile reaction, you should use the indirect strategy.
a. True
b. False
ANSWER: True
RATIONALE: The indirect strategy works best when the bad news is personally upsetting, will prompt a
hostile reaction, threatens the business relationship, and arrives unexpectedly.
POINTS: 1
DIFFICULTY: Easy

REFERENCES: p. 196
62. If you are worried that the indirect strategy seems manipulative, you should use the direct strategy to break the bad
news bluntly even though the direct strategy may cause hard feelings and pain.
a. True
b. False
ANSWER: False
RATIONALE: Because your goal is to be a compassionate, yet effective communicator, you should avoid
the pain and hard feelings that can result when breaking bad news bluntly. The indirect
strategy softens the blow somewhat, as well as ensures that your reasoning will be read while
the receiver is still receptive.
POINTS: 1
DIFFICULTY: Easy
63. The key to ethical communication lies in the motives of the sender.
a. True
b. False
ANSWER: True
RATIONALE: Sender motives are a key component of ethical communication; unethical communicators
intend to deceive.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 197

64. The desire to avoid mentioning the negative news is an appropriate reason for using the indirect strategy.
a. True
b. False
ANSWER: False
RATIONALE: The indirect strategy should not be used to avoid or misrepresent the truth.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 197
65. Opening a bad-news message with Thank you for your message is considered an effective buffering strategy.
a. True
b. False
ANSWER: False
RATIONALE: Thank you for your message is considered trite and therefore not an effective buffer.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 197
66. A buffer is a device to reduce shock or pain.

a. True
b. False
ANSWER: True
RATIONALE: A buffer is a neutral, meaningful statement at the beginning of a bad-news message that
encourages the reader to continue reading and reduces shock or pain; it also provides a
natural transition to the explanation that follows.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 197
67. All buffers should begin by complimenting the receiver.

a. True
b. False
ANSWER: False
RATIONALE: Complimenting the receiver is only one technique to buffer the bad news. Other possibilities
include starting with the best news, demonstrating appreciation, showing agreement or
understanding, or providing objective facts.
POINTS: 1
DIFFICULTY: Easy
68. The most important part of a bad-news message is the section that explains why a negative decision is necessary.
a. True
b. False
ANSWER: True
RATIONALE: The section that explains the reasons for the bad news is the most important part of a negative
message. Without sound reasons a message will fail, no matter how cleverly it is organized or
written.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 199
69. Using the following statement in an explanation of the reasons for the 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.
a. True
b. False
ANSWER: True
RATIONALE: 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.
POINTS: 1
REFERENCES: p. 200
70. Company policy prevents us from exchanging your defective wireless router more than 30 days after you purchased it
is an example of an effective explanation.
a. True
b. False
ANSWER: False
RATIONALE: Readers resent blanket policy statements prohibiting something.
POINTS: 1
REFERENCES: p. 200
71. To take the spotlight off the bad news, place it at the end of a paragraph.
a. True
b. False
ANSWER: False
RATIONALE: Do not place bad news at the beginning or end of a paragraph; the reader's eye will linger on
these high-visibility spots.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 200
72. When you must refuse a request, you may sometimes offer an alternative, substitute, or compromise.
a. True
b. False
ANSWER: True
RATIONALE: Offering a suitable compromise, substitute, or alternative can lessen the pain of a
refusal.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 201
73. You should never include resale or sales promotion material in a negative-news message.
a. True
b. False
ANSWER: False
RATIONALE: When the bad news is not devastating or personal, references to resale information or
promotion may be appropriate.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 202
74. If you have any further questions, please do not hesitate to call me is a professional way to close a refusal message.
a. True
b. False
ANSWER: False
RATIONALE: Avoid endings that invite further correspondence; in addition, this ending includes trite
language.
POINTS: 1
REFERENCES: p. 202
75. If you are uncertain how the receiver will respond, use the indirect strategy to refuse requests and claims.
a. True
b. False
ANSWER: True
RATIONALE: Depending on how you think the receiver will react to your refusal, you can use the direct or
the indirect strategy. If you have any doubt, use the indirect strategy.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 202
76. Every business will have unhappy customers at some point. The employee's goal should always be to make the
customer happy, no matter what it takes.
a. True
b. False
ANSWER: False
RATIONALE: There will be times when you can't expect to make the receiver happy when delivering
negative news, but you can reduce resentment by structuring your message sensitively.
Saying no to emotionally involved receivers will probably be one of your most challenging
communication tasks.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 206
77. Smart business representatives always avoid calling an unhappy customer to resolve problems.
a. True
b. False
ANSWER: False
RATIONALE: Most business professionals strive to control damage and resolve problems by calling or e-
mailing a customer immediately.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 203
78. Written messages to customers are important because such messages establish a record of the problem.
a. True
b. False
ANSWER: True
RATIONALE: Written messages are important to establish a record of the problem. They are also important
to communicate when personal contact is impossible, to formally confirm follow-up
procedures, and to promote good relations.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 204
79. E-mail and social networks are appropriate channels for both delivering and responding to complaints.
a. True
b. False
ANSWER: True
RATIONALE: Many consumer problems are handled with letters or phone calls. However, e-mail and
social networks are firmly established as channels for delivering complaints and negative
messages.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 204
80. The reasons-before-refusal plan works well when denying claims.

a. True
b. False
ANSWER: True
RATIONALE: When you must deny a claim, your receiver is likely to feel disappointment or even anger.
Using the reasons-before-refusal plan helps you be empathic and artful in breaking the bad
news.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 206
81. In denial messages you must establish the proper tone and use you statements such as You would have known that cash
refunds are not available if you had read the receipt.
a. True
b. False
ANSWER: False
RATIONALE: The tone of a denial message is important. Therefore, you should avoid preachy "you"
statements (You would have known that cash refunds are not available if you had read the
receipt). Instead, use neutral, objective language to explain the reasons for the denial.
POINTS: 1
REFERENCES: p. 206
82. It is acceptable to place blame on the customer in denying a claim to protect the company from liability.
a. True
b. False
ANSWER: False
RATIONALE: Do not blame customers in denial messages, even if they are at fault.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 206
83. Whether to use a direct or an indirect strategy in delivering bad news to employees depends primarily on the
anticipated reaction of the receiver.
a. True

b. False
ANSWER: True
RATIONALE: You should consider the anticipated reaction of your receiver to determine whether to use a
direct or indirect strategy to deliver bad news.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 206
84. Although a reasons-first approach and tactful tone preserve friendly relations with customers, these techniques are not
useful for bad-news messages inside an organization.
a. True
b. False
ANSWER: False
RATIONALE: A tactful tone and a reasons-first approach not only help preserve friendly relations with
customers but also assist organizations when delivering bad news internally.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 206
85. When delivering bad news, you should first determine if the negative information is newsworthy.
a. True
b. False
ANSWER: True
RATIONALE: When you have the unhappy responsibility of delivering bad news, first decide whether the
negative news is newsworthy.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 207

86. When workplace bad news involves one person or a small group nearby, you should generally deliver that news in
person.
a. True
b. False
ANSWER: True
RATIONALE: Deliver workplace bad-news messages in person when the receivers are a small group
nearby.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 207
87. If you are required to deliver bad news to your employees in person, the best technique is to gather your information
and deliver it off the cuff to appear sincere.
a. True
b. False
ANSWER: False
RATIONALE: When you must deliver bad news in person, be sure to gather all the information, prepare,
and rehearse. An off-the-cuff delivery will make you appear unprepared and not sincere.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 207
88. Smart managers deliver bad news to employees promptly and honestly because receiving bad news via the grapevine
can seriously damage workplace morale.
a. True
b. False
ANSWER: True
RATIONALE: Smart organizations involved in a crisis prefer to communicate the news openly to employees
and stakeholders. Morale can be destroyed when employees learn via rumor about factors
affecting their jobs.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 209
89. Your buffer in a bad-news message to employees could be a compliment, appreciation, or solid facts.
a. True
b. False
ANSWER: True
RATIONALE: The opening buffer in communicating bad news to employees may be a compliment,
appreciation, solid facts, or a point of agreement. It is also essential the opening is sincere
and understanding.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 209
90. The closing in a bad-news communication to employees must never look forward or discuss what will happen next
because doing so can create a legal obligation.
a. True
b. False
ANSWER: False
RATIONALE: Appropriate contents in the closing of a bad-news message to employees include information
about an alternative, if one exists, and a description of what will happen next. Be certain to
look forward positively.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 209
91. You should use the direct strategy to organize your negative news when the bad news is insignificant, does not
personally affect the receiver, or when the _______.
a. receiver may overlook the bad news
b. bad news is unexpected
c. receiver may be uninterested
d. receiver may be hostile
ANSWER: a
RATIONALE: Use the direct strategy when the bad news is insignificant and does not personally affect the
receiver, when the receiver may overlook the bad news, when the receiver or organization
prefers directness, and when firmness is needed.
POINTS: 1
DIFFICULTY: Easy
92. Which organizational strategy do many business writers choose in order to soften bad news?
a. Direct
b. Indirect
c. Ethical
d. Empathetic
ANSWER: b
RATIONALE: Using the indirect strategy to reveal bad news slowly and indirectly prepares the reader, thus
softening the impact.
POINTS: 1
DIFFICULTY: Easy
93. What type of behavior is displayed when a communicator writes a bad-news message with the intent to deceive?
a. Competitive
b. Unethical
c. Ethical
d. Strategic
ANSWER: b
RATIONALE: An unethical communicator intends to deceive.
POINTS: 1
DIFFICULTY: Easy
94. When a bad-news message uses the indirect strategy, it should begin with _______.
a. a buffer
b. the reasons
c. bad news
d. an apology
ANSWER: a
RATIONALE: A bad-news message using the indirect strategy begins with a buffer, which is a meaningful
statement that encourages the reader to continue reading.
POINTS: 1
DIFFICULTY: Easy

95. The sentence All of our discretionary funds are currently earmarked for next month's relocation, but we hope that we
will be able to support your worthwhile cause next year is an example of what type of refusal?
a. Direct
b. Indirect
c. Unethical
d. Implied
ANSWER: d
RATIONALE: An implied refusal relays the negative news without actually saying no or stating the refusal
explicitly. When using this strategy, be sure that you make the bad news clear to prevent the
need for further correspondence.
POINTS: 1
96. Understanding our emotional impact on others and making change as a result is _______.
a. integrity
b. honesty
c. empathy
d. fairness
ANSWER: c
RATIONALE: Empathy is the ability to understand and enter into the feelings of another.
POINTS: 1
DIFFICULTY: Easy
97. No matter how cleverly it is organized or written, a bad-news message will fail without providing _______.
a. a buffer
b. sound reasons
c. empathy
d. an effective closing
ANSWER: b
RATIONALE: The most important part of any bad-news message is the reasons for the bad news. Providing
an explanation reduces feelings of ill will and improves the chances that readers will accept
the bad news.
POINTS: 1
DIFFICULTY: Easy
98. Which writing technique for cushioning bad news enables you to effectively depersonalize an action?
a. Using the passive voice
b. Highlighting the positive
c. Showing fairness
d. Implying the refusal
ANSWER: a
RATIONALE: Active-voice verbs focus attention on a person, but passive-voice verbs depersonalize the
action and cushion the impact of the bad news.
POINTS: 1
DIFFICULTY: Easy
99. Employee morale can be supported when communicating to employees about major events that affect them and their
jobs by delivering the news _______.
a. through the grapevine
b. through news accounts
c. from management personally
d. from co-workers
ANSWER: c
RATIONALE: Employee morale is best supported when management communicates personally about major
events that affect them and their jobs. Morale will likely suffer when bad news is delivered
through the grapevine or from news accounts.
POINTS: 1
DIFFICULTY: Easy
100. In which part of a bad-news message should business communicators include a forward look, good wishes, a mention
of freebies, or references to resale information or promotion?
a. Buffer
b. Reasons
c. Bad news
d. Closing
ANSWER: d
RATIONALE: Business communicators should consider including a forward look, good wishes, a mention
of freebies, or references to resale information or promotion in the closing of a bad-news
message.
POINTS: 1
DIFFICULTY: Easy
101. Smart organizations facing a crisis deal with it by_______.

a. communicating the news honestly and openly
b. waiting for the ideal moment for the communication
c. choosing not to communicate about the crisis because doing so would exacerbate the
problem
d. revealing information only to employees and not other stakeholders
ANSWER: a
RATIONALE: Smart organizations that are involved in a crisis deal with it by communicating the news

openly to employees and other stakeholders. Everyone should be informed honestly and
promptly.
POINTS: 1
DIFFICULTY: Easy

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5. Readers are more likely to accept negative news when _______.

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18. The buffer in a bad-news message should _______.

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24. Which of these messages effectively conveys empathy in a bad-news message?

28. Which statement demonstrates the use of positive wording?

30. Positive phrasing is important in bad-news messages because it _______.

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66. A buffer is a device to reduce shock or pain.

67. All buffers should begin by complimenting the receiver.

80. The reasons-before-refusal plan works well when denying claims.

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101. Smart organizations facing a crisis deal with it by_______.

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