Excellence in Business Comm Answer Key

Excellence in Business Comm Writing Negative Messages 1) When composing a negative message, you should try to A) choose a buffer that will distract your reader from the main point of your message. B) gain the audience's acceptance of the bad news. C) leave the reader with hope that you will change your decision. D) avoid stating the bad news. E) surprise the audience with the bad news. Answer: B 2) Use the direct approach with a negative message if A) the message will have a great deal of personal impact on members of the audience. B) the situation is one in which people readily acknowledge the possibility of receiving bad news. C) an order is unfillable or portions of it must be back-ordered. D) you are refusing to make an adjustment on a claim. E) you're worried that you have already delayed giving the bad news for too long. Answer: B 3) Which of the following would be an inappropriate use of the word "you" in a negative message? A) You possess many fine skills. B) The frying pan you ordered is being shipped today. C) You shouldn't have washed that wool shirt; it should be dry cleaned only. D) When you have more managerial experience, we encourage you to reapply. E) As you know, our company's client base has grown more slowly than expected. Answer: C 4) When using the direct approach to deliver negative messages, you A) begin with a buffer. B) should not include reasons for the decision or information. C) should end the message on a respectful note. D) can expect your audience to be offended. E) should not worry about tone. Answer: C 5) If you choose to apologize in a negative message, you should A) phrase the apology in a conditional manner ("If I have offended anyone ..."). B) imply that not all of the blame lies with you or your company. C) be sincere and make it a true apology. D) always demonstrate sincerity, but never accept blame. E) always urge the reader against taking legal action. Answer: C 6) Instead of beginning your negative message with a blunt announcement of the news, you can use A) the direct approach. B) a buffer. C) a combination of the direct and indirect approaches. D) the deductive approach. E) some humor to get things off on a positive note. Answer: B 7) The buffer of a negative message A) should be neutral and noncontroversial. B) implicitly says no. C) apologizes. D) should be very vague about the subject of the message. E) is a good place to say, "I told you this would happen." Answer: A 8) A poorly written buffer A) opens your message in a neutral manner. B) is specifically related to the topic of the message. C) misleads the reader into thinking good news follows. D) shows appreciation or empathy to the audience. E) is hard to avoid, since buffers are so difficult to write. Answer: C 9) One important goal of a buffer is to A) delay stating the bad news. B) establish common ground with your reader. C) make your reader wonder what the message is about. D) divert the reader's attention to a more pleasant subject. E) make it clear that you are not at fault. Answer: B 10) If you are responding negatively to a request, a buffer A) comes right out and says no. B) ignores the request altogether. C) automatically misleads the reader. D) assures the reader of your attention to the request. E) is never appropriate. Answer: D 11) An effective opening for a negative message would be A) I'm sorry to say I have some bad news. B) This letter is in reply to your application. C) Your résumé clearly shows why you are interested in becoming a management trainee with our company. D) We have no openings at this time. E) Hate to tell you, but ... Answer: C 12) In a negative message organized using the indirect approach, the reasons for the decision A) are so obvious that you don't need to mention them. B) come directly after the buffer and follow naturally from it. C) should be glossed over quickly. D) should be long and roundabout to cushion the negative aspects. E) should come right at the beginning of the message. Answer: B 13) In the reasons section of a negative message, you should A) present enough detail for the audience to understand your reasons. B) explain what your decision is before you explain why you have reached it. C) apologize for the negative decision. D) clearly state that you and your company are not at fault, even if it is unclear who is to blame. E) do all of the above. Answer: A 14) One way to be tactful when giving your reasons for bad news is to A) explain why the decision is good for you and your company. B) highlight, if possible, how your negative decision benefits your readers. C) explain that the decision is based on company policy. D) apologize for having to be the bearer of bad news. E) use phrases such as, "I really hate to tell you this, but ..." Answer: B 15) Using the indirect approach, the negative news comes A) immediately after the buffer. B) immediately before the reasons. C) immediately after the reasons. D) at the very end. E) nowhere—"indirect" means you only imply the bad news. Answer: C 16) A good way to deliver bad news kindly is to A) maximize the space devoted to it. B) say, "I trust our decision is satisfactory." C) avoid stating it and hope that the reader understands what you mean. D) deemphasize it by embedding it in the middle of a paragraph or use parenthetical expressions. E) emphasize how much you wish you had good news. Answer: D 17) When rejecting a job applicant, you can soften the blow by A) expressing appreciation for his or her application. B) mentioning the qualifications of the person who was hired. C) telling the applicant how many others he or she was competing against. D) apologizing for wasting the person's time. E) stating that the economy has made it hard for all job-seekers. Answer: A 18) To clearly and kindly say no, do all of the following except A) use phrases such as, "Much as I would like to help you." B) deemphasize the bad news. C) imply that you might change your mind (even if you know the decision is final). D) tell the audience what you can or will do rather than what you cannot or will not do. E) use a respectful tone. Answer: A 19) Which of the following statements does the best job of delivering the bad news clearly and kindly? A) I am sorry to have to tell you that you were not selected for the position. B) Because you do not have the experience we clearly listed in the job posting, we cannot offer you the position. C) Although you currently do not have the master's degree that we require for this position, we encourage you to apply for future openings better suited to your qualifications. D) Several other applicants were far more qualified for the position than you were, so we cannot offer you the job. E) Don't feel bad, we rejected a lot of other candidates, as well. Answer: C 20) When delivering bad news, wording such as "We must turn down," "I am unable to," and "We cannot afford to" A) softens the blow by drawing attention away from the reader and onto the sender. B) will impress the reader as being straightforward and forceful. C) is likely to cause pain and anger in the reader. D) is unavoidable. E) displays your professionalism. Answer: C 21) In the close of a negative message, you should A) encourage the person to write or call to discuss the situation further. B) emphasize your respect for the audience. C) ask for feedback on whether the decision is acceptable to the reader. D) express concern over possibly losing the reader's business. E) beg the reader not to be upset with you. Answer: B 22) Which of the following is the most effective close for a letter rejecting a job applicant? A) If you have any questions about our decision, don't hesitate to call. B) We hope that despite this rejection you will continue to frequent our establishments. C) Again, we are very sorry that we cannot offer you a position at this time. D) I wish you the best of luck as you begin your new career. E) You should really reconsider your job prospects—really. Answer: D 23) The tendency to delay, downplay or distort bad news A) is natural, and you should de-emphasize the news at all costs. B) can lead to problems with internal communication, but generally not with external audiences. C) can lead to unethical decisions and even lawsuits. D) can be eliminated by punishing employees who regularly deliver bad news. E) is not an issue unless money is involved. Answer: C 24) When you are refusing a routine request, you A) should always use the direct approach. B) should invoke company policy if that is a possible out. C) don't need to invest as much time and effort as you would for other kinds of negative messages. D) should use the indirect approach if you're forced to decline a request that you might have said yes to in the past. E) do not need to worry about the tone of your message. Answer: D 25) Negative messages about business transactions should A) confirm the customer's expectations. B) explain how you plan to resolve the situation. C) show the audience that whatever has happened, your company is not at fault. D) let the audience know which of your employees caused the problem. E) keep you and your company from being held liable—even when it means unfairly blaming another organization. Answer: B 26) Whether or not you should apologize when delivering bad news about transactions depends mainly on A) how much the customer has purchased from your company in the past. B) the medium you are using for the message. C) how long it has been since the problem occurred. D) whether or not your company has a legal department. E) none of the above. Answer: E 27) A woman returns a formal dress to your store. It is stained and has a rip at the hem line, but she says she is returning it unworn because it doesn't fit. Which of the following would be the best way to inform her of your refusal to give a refund? A) State that company policy prevents you from accepting the return but that if you had anything to say about it you'd take it back, no questions asked. B) Restate her complaint to let her know you understand it, explain as positively as possible that you are unable to accept the return of damaged merchandise, and recommend a tailor who can fix the tear and alter the dress for her. C) Challenge the woman to try on the dress and prove that it doesn't fit. D) Use humor to soften the blow of your refusal. E) You're not the first to try this, so forget it. Answer: B 28) To avoid being accused of defamation, you should A) refuse to communicate with unhappy clients. B) make it clear to disgruntled customers that you refuse to be intimidated. C) refrain from using any kind of abusive language. D) frequently refer to company policy. E) make frequent use of hedging words such as "seems" and "appears." Answer: C 29) In refusing a customer's request for adjustment, you are concerned about possible defamation charges. You should A) make the refusal by phone instead of in writing. B) explain why you are making the refusal. C) consult your company's legal department or an attorney if you think a message might have legal consequences. D) insist that the customer come to your office if he wants an answer. E) do all of the above Answer: C 30) When you need to inform employees that a benefit will be eliminated A) the best approach is to leak the news as a rumor rather than make a public announcement. B) minimize the impact of the bad news by presenting it in as positive a light as possible. C) use the direct approach. D) use as many hedging words as possible. E) it is best to be blunt and use a tone that shows you mean business. Answer: B 31) A crisis management plan A) defines operational procedures to deal with the crisis. B) is not helpful for small to mid-sized organizations. C) should avoid limitations on who is authorized to speak to the media. D) is unnecessary if your organization has not faced any recent crises. E) does all of the above. Answer: A 32) Compared to traditional letters of recommendation, social networking recommendations A) require the same amount of detail. B) pose less of a risk to your professional reputation. C) offer more flexibility, and can contain as much or as little detail as you want to share. D) are always more difficult to write. E) are none of the above. Answer: C 33) A letter rejecting a job applicant should A) avoid explaining why he or she was not selected. B) point out the applicant's shortcomings. C) be as personal as possible. D) be as long as possible. E) always include a lengthy apology. Answer: A 34) If you must give an employee a negative performance review, A) do so by email or fax. B) support your assessment with careful documentation. C) limit your discussion to the areas where the employee needs improvement. D) do all of the above. E) you should assume that eventually, he or she will have to be dismissed. Answer: B 35) When writing an employment termination letter, you should A) include words that are open to interpretation, such as difficult and untidy. B) clearly present the reasons for the action. C) not get too caught up in trying to preserve a good relationship with the employee. D) make clear to the employee that you have carefully researched relevant employment laws. E) express your hope that legal action will not be necessary. Answer: B 36) Generally speaking, bad news for employees should be delivered using A) blunt language. B) the direct approach. C) the indirect approach. D) passive voice. E) subordinates. Answer: C 37) When you need to maintain a close working relationship with someone to whom you are sending a negative message, you should generally A) use the direct approach. B) use the indirect approach. C) have someone else deliver the message. D) combine the direct and indirect approaches. E) delay the message as long as possible. Answer: B 38) In most cases, delaying when you need to convey negative news A) will help your audience accept it. B) will increase your credibility. C) can be a serious breach of etiquette. D) will allow the situation to resolve itself. E) prevents legal action. Answer: C 39) Using the direct approach for negative messages A) makes a shorter message possible. B) is considered rude and unprofessional. C) is always preferable when communicating internally. D) means you end with a statement of your main idea. E) requires more time for your audience to understand. Answer: A 40) Explaining negative news in the body of your message A) is always a good idea. B) shows weakness and should be avoided. C) confuses readers, and should not be done in most cases. D) is required for external audiences, but never for internal. E) is often helpful if you are writing to an important customer. Answer: E 41) When it comes to apologizing for corporate mistakes, judges, juries, and plaintiffs tend to A) react negatively when companies apologize. B) dismiss such apologies as insincere. C) be more forgiving of companies that apologize. D) understand that companies should never admit guilt. E) expect non-profit organizations to admit guilt, but not for-profit companies. Answer: C 42) When closing a negative message, explaining the steps being taken to avoid similar mistakes in the future A) is a bad idea, since it distracts attention from the main idea. B) is helpful, even when those steps are not likely to make a difference. C) should always be avoided since it acknowledges guilt. D) can underline the sincerity of an apology. E) will usually result in skepticism among your peers. Answer: D 43) "Accounting Services is here to assist you during our transition to electronic billing" is an example of which type of buffer? A) good news B) cooperation C) understanding D) fairness E) appreciation Answer: B 44) "We have credited your account in the amount of $14.95 to cover the cost of return shipping" is an example of which type of buffer? A) good news B) cooperation C) understanding D) fairness E) appreciation Answer: A 45) When rejecting a request because of company policy, you should A) simply cite the policy as the reason for your decision. B) be sure to include a copy of the policy with your rejection. C) explain the policy so the audience can try to meet the requirements later. D) say that violating the policy will get you into serious trouble. E) admit that you think the policy is unfair, but you have to follow it anyway. Answer: C 46) In a negative message, which of the following would be the most effective alternative to stating, "We cannot afford to continue this program"? A) The program will conclude on May 1. B) Much as we would like to support it, the program will be stopped. C) Due to a new company policy, we can no longer fund this program. D) There's no more money to extend this program. E) To no one's surprise, this program will be cut as of May 1. Answer: A 47) Encouraging additional communication in the close of a negative message A) is expected, even if you are not really willing to discuss the matter any further. B) should be avoided unless you are truly willing to discuss the matter further. C) is appropriate for internal audiences, but never for external. D) should be done only if you direct the audience to contact someone else. E) is never a good idea. Answer: B 48) Employees who engage in whistleblowing A) are disloyal and should be terminated. B) have usually not attempted to resolve problems through normal channels. C) are, in many cases, providing vital information to their employers. D) rarely provide information of any value. E) are not protected by any government regulations. Answer: C 49) When making negative announcements about routine business matters, A) the direct approach is generally best. B) the indirect approach is best in most cases. C) it is best to combine the direct and indirect approaches. D) there is no need to close on a positive note. E) using a buffer is not acceptable. Answer: B 50) Offering discounts on future purchases, free merchandise, or other considerations in negative messages about business transactions A) is almost always viewed as a hollow, insincere gesture. B) should be avoided since it acknowledges guilt. C) is a good idea only when dealing with government contracts. D) has been shown to worsen relationships rather than repair them. E) can go a long way to rebuilding a customer's confidence in your company. Answer: E 51) To avoid awkward situations, it is always best to deliver bad news for employees in writing. Answer: FALSE 52) You can help establish the right tone in a negative message by using positive words rather than negative, counterproductive ones. Answer: TRUE 53) The direct approach is never used for negative messages. Answer: FALSE 54) You should use the direct approach for negative messages when the message has a relatively minor impact on the audience. Answer: TRUE 55) No matter the situation, you should always provide an extensive explanation of the bad news in negative messages. Answer: FALSE 56) Using a buffer to begin a negative message is generally manipulative and unethical. Answer: FALSE 57) When writing negative messages, you should begin with a buffer to make the reader think that good news will follow. Answer: FALSE 58) A poorly written buffer can mislead your audience into expecting that positive news will follow. Answer: TRUE 59) It is a good idea to use "company policy" as a cushion when presenting reasons for bad news. Answer: FALSE 60) When the bad news is a logical outcome of the reasons that come before it, the reader is more prepared to receive it. Answer: TRUE 61) You can deemphasize bad news by minimizing the space or time devoted to it. Answer: TRUE 62) In a negative message, you should never give the reader any indication that he or she could have received or might someday receive a favorable answer. Answer: FALSE 63) Statements beginning I must refuse and We cannot allow help audiences accept the bad news you are delivering. Answer: FALSE 64) In the close to a negative message, you should repeat the bad news. Answer: FALSE 65) The close of a negative message should end with a statement such as We hope you will continue to do business with us. Answer: FALSE 66) In rejecting a proposal you solicited, you should use the indirect approach and provide an explanation. Answer: TRUE 67) The direct approach is always best when denying a request for information. Answer: FALSE 68) When you deliver bad news about business transactions (such as a delayed order shipment), you should always apologize to the audience. Answer: FALSE 69) One way to avoid being accused of defamation is to stick to the facts when communicating with customers. Answer: TRUE 70) To avoid legal problems, businesses should delay communicating with the media in the aftermath of a crisis. Answer: FALSE 71) A crisis management plan includes information on which individuals are authorized to speak for the company in the midst of a crisis. Answer: TRUE 72) When responding to social networking recommendation requests, a single sentence that focuses on one positive aspect is often all that is necessary. Answer: TRUE 73) Firing an employee whose performance reviews were all positive can result in a lawsuit. Answer: TRUE 74) If you must give an employee a negative performance review, it is best to avoid any positive comments since they might distract attention from all of the problems. Answer: FALSE 75) Since termination letters are highly controversial, you should never deliver them in person. Answer: FALSE