Comms Chapter 9

70) When you deliver bad news about business transactions (such as a delayed order shipment), you should always apologize to the audience. T/F

Answer: FALSE

86) As a member of an online social network, the recommendations you write A) must include extensive detailed information. B) cannot be seen by the other network members. C) become part of your online brand. D) don't affect your online profile. E) require little thought or planning.

C) become part of your online brand.

51) When you must deliver bad news in the workplace, remember that A) you should de-emphasize the news at all costs. B) your feelings, as well as the feelings of anyone who receives the message, are irrelevant. C) delaying, downplaying, or distorting the news may be unethical or illegal. D) internal and external audiences will react to the news in the same way. E) it is often easiest for the receiver if the news is delayed.

C) delaying, downplaying, or distorting the news may be unethical or illegal.

10) Use the ________ if you must deliver bad news that will shock or surprise your audience. A) indirect approach B) discretionary approach C) direct approach D) introverted approach E) persuasive approach

A) indirect approach

24) Use the direct approach for negative messages, if the message will have a relatively minor impact on the audience. T/F

Answer: TRUE

29) You can use an agreement strategy to write an effective buffer statement if you A) find an attribute or achievement to compliment. B) express sincere thanks for receiving something. C) demonstrate that you understand the reader's goals and needs. D) discover a point on which you and the reader share similar views. E) start with the most favorable part of your message.

D) discover a point on which you and the reader share similar views.

78) As soon as a crisis hits, companies should set up a news center for company representatives and the media. Best practices for the news center will include all of the following except A) releasing contact information for everyone involved. B) having trained personnel on site around the clock. C) directing incoming inquires to a designated spokesperson. D) providing complete information packets to the media as soon as possible. E) issuing frequent updates

Answer: A

65) A woman returns a formal dress to your store, asking for a refund. The bodice is stained and the hemline is torn, but she says she is returning it unworn because it doesn't fit. Which of the following would be the best way to refuse her request for 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) Let her know that she's not the first customer to try this, and threaten to call security.

Answer: B

71) One way to avoid being accused of defamation is to stick to the facts when communicating with customers. T/F

Answer: TRUE

81) Proactive companies use social media to engage with their stakeholders as a long-term strategy.

Answer: TRUE

60) Do all of the following except ________ if you must refuse a claim. A) show that you understand the claim B) argue heatedly for your point of view C) explain your refusal D) suggest alternative action E) stick to the facts

B) argue heatedly for your point of view

34) 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) focus on facts and imply the bad news. C) explain that the decision is based on company policy. D) apologize for having to be the bearer of bad news. E) explain how hard the decision was to make.

B) focus on facts and imply the bad news.

43) Encouraging additional communication in the close of a negative message A) is expected, even if you really don't want 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 audiences. D) should be done only if you direct the audience to contact someone else. E) isn't a good idea, no matter what the circumstances may be.

B) should be avoided unless you are truly willing to discuss the matter further.

88) If you must give an employee a negative performance review, A) do so by email. B) support your claims with careful documentation. C) limit your discussion to the areas where the employee needs improvement. D) minimize anything positive that the employee has done. E) assume that you'll be firing the employee before too long

B) support your claims with careful documentation.

80) When preparing to respond to negative messages, it is important to consider A) how to combat the negative information. B) the source, tone and content. C) who the audience is. D) why the comment was made. E) legal ramifications of the comment.

B) the source, tone and content

4) Consider the following statements. Which one of them is phrased in a negative way? A) Please clarify your request. B) Your copier will be repaired next week. C) Your payment is late. D) Thank you for sharing your concerns about your shopping experience. E) Please verify the enclosed statement and provide a correct copy.

C) Your payment is late

94) Writing an effective performance review requires A) evaluating all employees consistently. B) knowing all employees will react negatively to criticism. C) following the job description. D) a focus on improvement, not on what the employee does well. E) a focus on what the employee does well, minimizing potential areas of improvement.

A) evaluating all employees consistently.

84) 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 in your job search. I am confident you will find a match for your skills and interests. E) We will consider your application for any other opening in the future.

D) I wish you the best in your job search. I am confident you will find a match for your skills and interests.

6) One of the primary goals of a negative message is to A) sell products and services to unwilling customers. B) empathize with fellow employees. C) rally support for unpopular causes. D) gain acceptance for the bad news. E) encourage future questions and communications.

D) gain acceptance for the bad news.

31) A well-written buffer can A) trivialize the reader's concerns. B) divert attention from the problem. C) mislead the reader into thinking your message actually contains good news. D) indicate empathy with the audience. E) flatter the reader.

D) indicate empathy with the audience

9) Use the ________ when you must deliver bad news, if your audience has an emotional investment in the situation. A) blended approach B) discretionary approach C) direct approach D) indirect approach E) persuasive approach

D) indirect approach

8) When composing negative messages, don't use language that A) conveys respect. B) avoids an accusing tone. C) protects your reader's pride. D) pinpoints the reader's shortcomings. E) is overly positive.

D) pinpoints the reader's shortcomings.

39) With the exception of ________, all of the following guidelines can help you close a negative message on a respectful note. A) being sincere B) managing future correspondence C) avoiding an uncertain conclusion D) promising an optimistic future outcome E) expressing optimism, if appropriate

D) promising an optimistic future outcome

69) 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.

E) can go a long way to rebuilding a customer's confidence in your company.

95) To avoid a negative surprise during a performance evaluation, managers should A) keep a list of examples of poor performance. B) let the employee know ahead of time the review is coming. C) limit the use of status updates. D) allow peers to provide input on the performance review. E) provide regular feedback and coaching throughout the year.

E) provide regular feedback and coaching throughout the year.

2) When you're planning a negative message, ________ in order to minimize the damage to business relationships and encourage acceptance of your message. A) analyze the situation carefully B) be direct at all times C) emphasize your needs and concerns D) quote the policies and regulations of your company E) avoid stating the bad news in the message

A) analyze the situation carefully

87) 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 offer an apology.

A) avoid explaining why he or she was not selected.

76) A crisis management plan should A) define operational procedures and outline communication tasks and responsibilities. B) make provisions for concealing operational issues from the news media. C) avoid limitations on who is authorized to speak on behalf of the company. D) never include contact information for key executives and personnel. E) be built based on small business standards

A) define operational procedures and outline communication tasks and responsibilities.

16) What are your five main goals when delivering bad news?

In any negative message, your main goals are to (1) convey the bad news, (2) gain acceptance for it, (3) maintain as much goodwill as possible, (4) maintain a good image for your organization, and (5) (if appropriate) reduce or eliminate the need for future correspondence on the matter

15) You can help establish the right tone in a negative message by using positive words rather than negative, counterproductive ones. T/F

Answer: TRUE

25) An advantage of the direct approach for communicating bad news is that it keeps the message short. T/F

Answer: TRUE

45) You can deemphasize bad news by minimizing the space or time devoted to it. T/F

Answer: TRUE

91) When you're appraising employee performance, ________ to support any decisions that need to be made about pay, promotions, or termination. A) write down your frustrations B) document performance problems C) evaluate each employee differently D) focus on each employee's faults and shortcomings E) compare each employee to coworkers

B) document performance problems

1) During the process of composing a negative message, you should try to A) choose a buffer that will distract your reader. B) gain the reader'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.

B) gain the reader's acceptance of the bad news.

3) If you must deliver bad news, determine ________ to help you choose the direct or indirect approach for delivering the message. A) how much you care about the audience B) how important the news is to the reader C) your writing style preferences D) how much time is available to develop a message E) if a strong buffer can be developed

B) how important the news is to the reader

73) When you need to inform employees that a benefit or privilege 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) explain the decision is in the employee's best interest.

B) minimize the impact of the bad news by presenting it in as positive a light as possible.

40) Consider the following statement: "Our profits, which have been disappointing, are only part of the total picture." This statement uses a ________ to deliver negative news. A) mixed metaphor B) parenthetical expression C) deflective reference D) contingent modifier E) conditional statement

B) parenthetical expression

18) If you're using the direct approach to deliver a negative message, A) save the bad news for last. B) state the bad news at the beginning. C) embed the bad news in a parenthetical expression. D) subordinate the bad news in a compound sentence. E) begin with a neutral buffer

B) state the bad news at the beginning

68) 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.

B) the indirect approach is best in most cases.

67) In refusing a customer's request for an adjustment, you become concerned about possible defamation charges. What should you do? A) Stress why the customer is at fault. B) Suggest that the customer do business elsewhere. C) Consult your company's legal advisors. D) Speak your mind bluntly. E) Make the refusal verbally instead of in writing

C) Consult your company's legal advisors.

53) Employees who engage in whistleblowing A) are disloyal and should be terminated. B) usually haven't tried to resolve their 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

C) are, in many cases, providing vital information to their employers.

20) 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 to avoid legal action.

C) be sincere and make it a true apology.

79) With the increase in the use of social media, it is important to ________ those who don't follow the rules of ethical communication. A) limit website access from B) not respond to C) diligently guard and defend against D) identify corporate policy for E) hide unhappy customers and their potential for damage away from

C) diligently guard and defend against

7) Use the ________ to deliver bad news, if you have to get the reader's attention immediately. A) dialectic approach B) bidirectional approach C) direct approach D) indirect approach E) persuasive approach

C) direct approach

54) In most cases, withholding or delaying negative information in the workplace A) can help your audience accept it. B) will increase your credibility. C) may be unethical or illegal. D) will allow the situation to resolve itself. E) can forestall legal action.

C) may be unethical or illegal.

90) Performance reviews in the workplace are designed to A) limit job requirements. B) give employees negative feedback on their performance. C) promote personal action plans for improving performance. D) offer incentives and salary increases. E) keep job descriptions up to date.

C) promote personal action plans for improving performance.

75) When responding to rumors and countering negative information in a social media environment, a company should not A) engage customers early and often. B) monitor online conversations. C) rely on its reputation to protect it. D) respond appropriately and professionally. E) evaluate any negative messages.

C) rely on its reputation to protect it.

37) If you ________, you can close a negative message in a positive way. A) limit goodwill B) suggest alternative actions C) repeat the bad news D) invite future correspondence E) pretend the bad news didn't happen

C) repeat the bad news

23) When you're closing a message about an error that your company made, 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 underscore the sincerity of an apology. E) will usually result in skepticism among your peers

D) can underscore the sincerity of an apology.

92) Which one of the following is not an essential element of writing termination messages in the workplace? A) careful planning B) sensitive writing C) complete documentation D) personal allegations E) emotional ramifications

D) personal allegations

57) When providing reasons and additional information for the bad news, the writer should A) explain why the news could be considered positive. B) trivialize the reader's concerns. C) allow the reader to think the news might be positive. D) tell the reader how the issue could be resolved. E) adjust the amount of detail to fit the audience and the situation

E) adjust the amount of detail to fit the audience and the situation.

21) Explaining negative news in the body of your message A) is required in all negative messages. B) adds unnecessary verbiage to the message. C) is guaranteed to confuse even the most conscientious readers. D) is required for external audiences but isn't useful for internal audiences. E) is often helpful when you're writing to an important customer.

E) is often helpful when you're writing to an important customer.

55) When considering sharing bad news within an organization, managers must commit to A) determining what an employee may be implying, but not saying. B) responding only when each detail has been researched thoroughly. C) punishing those employees who spread bad news in the workplace. D) limiting the communication channels. E) listening when employees have negative information to share.

E) listening when employees have negative information to share.

93) When terminating an employee, A) focus on problem resolution. B) emphasize judgmental language. C) avoid confrontation by withholding negative feedback. D) allow the relationship to end negatively, and with hard feelings. E) make sure reasons are objectively verifiable.

E) make sure reasons are objectively verifiable.

83) 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) praising competitive applicants. D) apologizing for wasting the person's time. E) implying future consideration

A) expressing appreciation for his or her application

30) The buffer of a negative message A) should be neutral and noncontroversial. B) implicitly says no. C) is a form of apology. D) should be very vague about the subject of the message. E) allows you to indicate fault before stating the bad news

A) should be neutral and noncontroversial

59) When you are refusing a routine request from someone in an established relationship, you A) should use the indirect 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 give the name of the person making the decision. E) should use the direct approach.

A) should use the indirect approach

28) Instead of announcing the bad news up front, you can open with a ________ to establish common ground with the reader. A) humorous anecdote B) buffer statement C) diversionary tactic D) heartwarming story E) series of facts and figures

B) buffer statement

5) When you're writing a negative message, use ________ to take some of the sting out of the bad news and to help your reader accept the message and move forward. A) facts and figures B) clarity and sensitivity C) subtlety and innuendo D) blame and leverage E) praise and promise

B) clarity and sensitivity

89) When writing an employment termination letter, you should A) include words that are open to interpretation. B) clearly present the reasons for the action. C) not be concerned with trying to preserve a good relationship with the employee. D) make clear to the employee that you have carefully researched relevant employment laws. E) include contact information for the legal department.

B) clearly present the reasons for the action.

32) 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) shift the blame to the reader or a third party.

B) establish common ground with your reader.

66) 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) avoid any kind of behavior that could be considered abusive. D) frequently refer to company policy. E) frequently use hedge words such as "company policy" and "appears".

C) avoid any kind of behavior that could be considered abusive.

22) 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.

C) be more forgiving of companies that apologize.

42) 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

C) explain the policy so the audience can try to meet the requirements later.

77) When a crisis hits, corporate communicators should A) deflect blame to third parties. B) reserve all comments for their favorite media outlets. C) get top management involved immediately. D) go into lockdown mode when asked questions. E) minimize the amount of information given to the public.

C) get top management involved immediately.

35) According to the indirect approach for delivering bad news, you should place the negative news A) immediately after the buffer. B) immediately before the reasons. C) immediately after the reasons. D) at the very end. E) in the opening paragraph.

C) immediately after the reasons.

62) If the stakes are high for you or your receiver, use a(n) ________ to deliver negative information. A) direct approach B) irregular approach C) indirect approach D) topical approach E) persuasive approach

C) indirect approach

41) 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.

C) is likely to cause pain and anger in the reader.

19) When you deliver negative messages, you A) should always begin with a buffer. B) should not include reasons for the decision or information. C) should use language that conveys respect. D) can expect your audience to be offended. E) should not worry about tone.

C) should use language that conveys respect.

36) According to your textbook, which of the following techniques is a best practice for delivering bad news? A) Maximize the space devoted to it. B) Make the bad news seem trivial. C) Withhold important information. D) Deemphasize it visually and grammatically. E) Emphasize how much you wish you had good news.

D) Deemphasize it visually and grammatically.

52) When you must deliver negative messages in the workplace, strive to maintain high standards of ethics and etiquette because A) laws and regulations dictate content and delivery of many business messages. B) negative messages have minimal impact on the lives of those who receive them. C) negative messages limit emotional content for both senders and receivers. D) it is easy to determine the emotional state of the receiver. E) there are no laws to regulate negative messages, so the writer must establish their own level of ethics

A) laws and regulations dictate content and delivery of many business messages

12) Using the direct approach for negative messages A) makes a shorter message possible. B) is 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.

A) makes a shorter message possible

61) Your communication goals should include ________ if you're sending bad news about transactions. A) modifying the customer's expectations B) changing your plan for resolving the situation C) ignoring any damage to the business relationship D) pinpointing what the customer did wrong E) refusing to acknowledge the customers concerns

A) modifying the customer's expectations

33) In the reasons section of a negative message, you should A) prepare the reader for the negative news. B) state the bad news directly. C) apologize for the negative decision. D) establish common ground with the reader. E) indicate the company policy that leads to the bad news.

A) prepare the reader for the negative news

14) To avoid awkward situations, it is best to deliver bad news for employees in writing whenever possible. T/F

Answer: FALSE

44) When the bad news appears to be a logical outcome of the reasons that precede it, the reader is more prepared to accept it. T/F

Answer: TRUE

64) 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) the nature of the relationship with the customer. E) if you didn't meet agreed upon expectations.

E) if you didn't meet agreed upon expectations.

74) Social media and other communication technologies have created a major new challenge: A) competing in the global marketplace. B) researching and developing new products and services. C) communicating up and down the corporate supply chain. D) attracting and recruiting qualified applicants for employment. E) responding to online rumors and attacks on a company's reputation.

E) responding to online rumors and attacks on a company's reputation

11) When you need to maintain a close working relationship with someone to whom you are sending a negative message, you should generally A) assume they will handle the news professionally. B) analyze the situation carefully. C) have someone else deliver the message. D) combine the direct and indirect approaches. E) delay the message as long as possible

B) analyze the situation carefully.

63) Negative messages about business transactions are designed to 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) shield the company from liability, even if you must blame another organization.

B) explain how you plan to resolve the situation

96) When responding to social networking recommendation requests, a single sentence that focuses on one positive aspect is often all that is necessary. T/F

Answer: TRUE

56) When the audience is aware of the possibility of negative news, the writer should A) use an indirect approach. B) consider how emotionally involved the reader will be with the message. C) minimize the bad news in the middle of a paragraph. D) thank the audience for their understanding. E) encourage the audience to respond with any questions they may have.

B) consider how emotionally involved the reader will be with the message

38) In a negative message, the explanation section should A) distract readers with current events. B) apologize for any inconvenience the message may cause. C) lead readers to your conclusion before you state it. D) establish common ground with the reader. E) clearly indicate the bad news.

C) lead readers to your conclusion before you state it.

13) Which of the following is not a goal when communicating negative information? A) to convey the bad news B) to gain acceptance for the bad news C) to minimize damage to goodwill as much as possible D) to maintain a good image for the organization E) to reduce or eliminate the need for future correspondence on the matter

C) to minimize damage to goodwill as much as possible

50) Employees who observe illegal or unethical behavior in the workplace may resort to ________, if they're unable to resolve the problems through normal channels. A) stacking the deck B) calling the game C) whistleblowing D) mold breaking E) blackmail

C) whistleblowing

85) Which of the following can help you handle requests for recommendations in a social networking environment? A) responding to a request from someone you don't know B) writing a recommendation for anyone C) writing as much or as little as you're comfortable with sharing about the person D) writing only positive information on everyone E) asking the person to write the letter, and offer your approval

C) writing as much or as little as you're comfortable with sharing about the person