Chapter 8 Business Communication

An example of a misleading statement in a rejection message would be:

"Your store would be a great venue for a demo product."

Typically, focus on the refusal rather than on the reasons for the refusal.

false

When a colleague asks you for a small favor that you cannot grant, you should use a goodwill opening and a buffer closing as a courtesy.

false

When refusing a product replacement request in which the customer's actions are responsible for the problem, you should use personalized language.

false

You should always use the indirect pattern when writing a bad-news message.

false

Your closing should buffer the bad news by anticipating specific objections the reader may have and inviting additional communication about your decision.

false

Email is often used in business for conveying internal bad news and is effective in that it

allows the sender to determine precise wording.

You may want to use the indirect plan to communicate bad news when writing to this audience:

an employee who reports to you and is expecting a "yes" answer

The purpose of including both personal and impersonal language in a bad-news message is to

associate readers with good news and separate them from bad news.

The direct plan is rarely used to refuse a customer's request in a complaint message.

True

To retain the reader's goodwill:

Use positive language, stressing what you can do rather than what you cannot do

One reason to avoid refusing a claim in the first paragraph is that you

may lose the reader's goodwill.

One general guideline for writing a message saying that you are not granting a routine favor is to

mention your refusal in the first paragraph.

Which of the following is classified as an internal bad-news announcement?

notifying all department heads of an immediate budget freeze

To achieve the goals of a bad-news message, you should

persuade the reader that the decision is reasonable.

Which of the following is not a characteristic of an effective buffer for a bad-news message?

controversial

The purpose of a buffer is to

lessen the effect of negative news.

To retain goodwill and help the reader "accept" the bad news you must

show that the matter was taken seriously and the solution was objective and fair

When you use the direct plan for a bad-news message, you should

state the information in language as positively as possible.

Writing a message in which you reject someone's idea can be a challenge because

the person has probably invested considerable time in developing the idea.

Put the bad news in the last paragraph when refusing a routine customer request.

false

Show that you care about the reader by telling them how you are willing to change policy to help them.

false

Compared to face-to-face meetings, email has which advantage(s) for delivering bad news?

Both a and b It avoids confrontation You Answered It allows the sender to determine precise wording

Which of the following sentences would be most effective in a letter communicating the bad news that an employee's idea is being rejected?

Once our budget allows for equipment upgrades, we might be able to handle this type of project.

Which of the following is an example of neutral or positive language you might use to convey bad news about rejecting an idea?

The company is cutting costs by postponing any new projects until next year.

Which of these statements is the most effective closing a bad-news message?

The new store hours are sure to make it convenient for you to stop by.

Which of the following is the most effective closing sentence for a bad-news message?

The service department can provide information gathered from customer feedback.

Assume that you must write a memo to company employees announcing that the Internal Revenue Service has filed suit against the company. Which of the following sentences would most effectively reassure your readers?

The top management team is meeting today to decide on the company's course of action.

Which of the following would not be considered an effective buffer?

a suggestion for improvement

If there is some bad news about your organization, and your readers have already heard some of this bad news, you should

confirm the news early and offer more information.

When rejecting an idea because it is not in your company's best interests,

ensure that most of your message focuses on the rationale for your decision.

One way to justify your decision in a bad-news message is to

explain that a third party will benefit.

Which of the following is not a problem that you should avoid when ending a bad-news message?

expressing confidence

Always tell the bad news in the first paragraph.

false

Bad-news announcements are often written in response to another message.

false

Correspondence involving bad news such as a plant closing should buffer the problem by providing evidence that the situation is not a top priority for management.

false

Discussing how the refusal or rejection benefits the reader or someone other than your organization makes a bad-news message sound selfish.

false

For busy readers, use a simple "no" without adding detailed explanations in your bad-news messages.

false

How you react should have no impact on how much constructive feedback you receive.​

false

Plan to put your bad-news message in writing when you need to do any of the following except

present the negative news using more than one buffer.

Typically, you should use the direct approach for a bad-news message if

the reader is not likely to have an emotional response.

A buffer should show appreciation and be interesting so that it motivates the reader to continue reading.

true

A conversation, rather than a one-way delivery of negative feedback, encourages employees to find their own solutions.​

true

Although it will not change the bad news, it is essential that the language used be persuasive to get the reader to accept the news.

true

An effective customer refusal uses third-person pronouns and passive voice to avoid directly accusing the reader of misusing the product.

true

Bad-new messages require careful planning.

true

Consider using a buffer when writing a bad-news message to customers, employees, and readers you don't know.

true

Direct messages are not necessarily shorter that indirect messages.

true

If possible, when firing a someone it is best to give the news in person.

true

If you don't know your reader, you should consider using the indirect plan rather than the direct plan to organize your bad-news message.

true

If you have built relationships with people throughout the interview process, it is best to avoid further contact if you reject the job offer.​

true

If you write a bad-news letter instead of making a phone call, you have more control over the wording, sequence of ideas, and pacing of your points.

true

In the body of a bad-news message, focus on objective reasoning for the refusal.

true

It is important that you answer all potential questions in your response to prevent further unnecessary correspondence or discussion.

true

Keep your language concise, short, objective, and to the point when sending bad news. This helps with accuracy.

true

Managers who avoid telling employees that their performance is not measuring up are doing employees a disservice by denying them the chance to improve.​

true

Offering an alternative as a compromise helps retain a reader's goodwill.

true

Research indicates that delivering corporate bad news by email rather than in person helps ensure a more accurate message.

true

Sometimes you have to support decisions with which you personally disagree.

true

The first thing you must know before giving bad news is how your audience will react.

true

The indirect plan for a bad-news message emphasizes the reasons rather than the bad news itself.

true

Use the direct approach to communicate bad news about your organization if the audience has already heard about the situation from another source.

true

Use the direct plan to organize a bad-news message involving a small but significant matter.

true

When you decline a job offer, try to be tactful in how you explain your decision.​

true

When you meet with an employee to give them negative feedback, lead with the difficult information.​

true

Within the text of a bad-news message, it is appropriate to use passive voice with words such as although and however to soften the refusal and retain goodwill.

true

You should consider using a buffer statement when writing a message that rejects a proposal from an employee.

true

You should not refer to the bad news in the closing of a message rejecting an idea or refusing a request.

true

Your objective is to convey the bad news and retain the reader's goodwill.

true

Which of the following is NOT a characteristic of an effective buffer?​

uninteresting

When you use the direct organizational plan in a message refusing a small favor, you should

use a polite buffer and explain your rationale in a few words.

Which of the following is NOT a technique to use when closing a bad-news message?​

​Inviting needless communication.

Which of the following is NOT a strategy for receiving constructive feedback?​

​Take the feedback with a grain of salt, since it only reflects the opinion of the manager.