Chapter 7

When something happens that is disappointing to customers, such as late deliveries, product failures, deficient service, or improper charges, business professionals should begin the damage control process by writing a letter. True False

False feedback: Business professionals usually should begin the damage control process by calling the individual. See p. 191.

Company policy prohibits us from displaying your political campaign posters is an example of an effective explanation for bad news. True False

False feedback: Incorrect. Readers resent blanket policy statements prohibiting something. See p. 184.

Which of the following uses passive voice to present the bad news? a.Although the network administrator position has been filled, we wish you well in your job search. b.Because your qualifications did not match our current needs, we are unable to offer you an interview for the network administrator position. c.Although we were impressed with your application, we have no positions available at this time. d.We are unable to interview you for the network administrator position at this time.

a.Although the network administrator position has been filled, we wish you well in your job search. feedback: Incorrect. This sentence uses the active voice to present the bad news. See p. 185.

Which of the following would best refuse a customer's claim? a.The damage to your iPad is not covered by the warranty, as explained in the enclosed copy of the warranty that came with your iPad. b.Because you damaged the iPad by trying to repair it yourself, we are unable to give you a full refund. c.Although a full refund cannot be issued, we would be happy to repair your iPad for a nominal fee. d.We are sorry that company policy prevents giving you a full refund for your iPad.

c.Although a full refund cannot be issued, we would be happy to repair your iPad for a nominal fee. feedback: Correct. This sentence is effective because it uses the passive voice and puts the bad news in a subordinate clause. It also offers a good alternative. See pp. 187-190.

In which of the following situations would it be appropriate to use the direct strategy to communicate bad news? a.When the bad news is damaging b.When the organization or receiver prefers indirectness c.When the bad news is personally upsetting d.When the receiver may overlook the bad news

d.When the receiver may overlook the bad news feedback: The direct strategy should be used when the receiver may overlook the bad news. The direct strategy is also appropriate when the organization or receiver prefers directness, when firmness is necessary, and when the bad news is not damaging.pp. 179-180.

Smart business communicators know that dealing with disappointed customers should be done immediately and personally. However, written correspondence may be appropriate a.when the customer's request will be denied. b.when resale or promotional materials are unavailable. c.when the customer is angry. d.when personal contact is impossible.

d.when personal contact is impossible. feedback: Incorrect. Dealing with problems immediately and personally is important in resolving conflict and retaining goodwill. However, written messages may be necessary when personal contact is impossible, when a permanent record and confirmation of follow-up procedures are needed, and when positive public relations are crucial. See p. 191.

Because we appreciate your continued loyalty, we have enclosed a coupon for half off your next dinner for two with us is an effective closing statement for a bad-news letter. True False

True feedback: Correct. Effective closings for bad-news letters often offer freebies such as coupons, samples, or gifts to restore confidence and to promote future business. Other effective closings include a forward look, an alternative follow-up, good wishes, and resale or sales promotion. See pp. 186-187.

One primary goal when delivering bad news is to maintain a positive image of you and your organization. True False

True feedback: Correct. Maintaining a positive image of you and your organization is one primary goal when delivering bad news. Other goals include making the receiver understand the bad news and helping the receiver accept the bad news. See p. 179.

Using the following statement in presenting 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. True False

True feedback: Correct. Readers accept bad news more readily if they see that someone or something else benefits. By mentioning the environmental benefits of a more energy-efficient heating system, you may help the reader accept the bad news. See p. 184.

An effective buffer in a bad-news message a.provides a neutral but meaningful statement that encourages the receiver to continue reading. b.includes an opening such as Thank you for your letter. c.opens with a direct denial to a requested action. d.avoids compliments, relevant facts, mutual understandings, or statements of appreciation or agreement.

a.provides a neutral but meaningful statement that encourages the receiver to continue reading. feedback: A well-written buffer is a neutral but meaningful statement that encourages continued reading. It should provide a natural transition to the explanation that follows. See p. 181

Which of the following techniques would be most effective for de-emphasizing bad news? a.Putting the bad news at the end of a paragraph b.Placing the bad news in a subordinate clause c.Using the active voice d.Positioning the bad news at the very end of the letter

b.Placing the bad news in a subordinate clause feedback: Placing the bad news in a subordinate clause de-emphasizes it. See pp. 185-186.

The ability to understand and enter into the feelings of another is called a.frontloading. b.passive voice. c.sympathy. d.empathy.

d.empathy feedback: Correct. Empathy involves understanding and entering into the feelings of someone else. Effective communicators write messages that are genuinely written from the receiver's perspective. See p.183.

Because one of your goals in revealing bad news is to help the receiver understand and accept the bad news, you should deliver all bad news using the direct strategy. True False

False feedback: The indirect strategy may be appropriate when the bad news is personally upsetting, when the bad news will provoke a hostile reaction, when the bad news threatens the customer relationship, and when the bad news is unexpected. See p. 180.

When refusing requests or claims using the indirect strategy, reveal the bad news before presenting the reasons for the refusal. True False

False feedback: Correct. The reasons-before-refusal strategy works well for refusing claims and requests because it softens the impact of the bad news. Therefore, follow this pattern: buffer, reasons, bad news, and closing. See p. 189.

One goal when writing a letter that refuses customer credit is to retain the customer on a cash basis. True False

True feedback: Retaining the customer on a cash basis is one goal when writing a letter refusing credit. Other goals are to avoid language that causes hard feelings, to prepare for possible future credit without raising false expectations, and to avoid disclosures that could cause a lawsuit. See p. 190.

When communicating bad news, you should strive to project a positive image, maintain friendly relations, be fair, convey empathy and sensitivity, and a.explain your message clearly. b.assign blame for the negative news. c.avoid apologizing. d.use a harsh tone so that your receiver knows the bad news is final.

a.explain your message clearly. feedback: Correct. As a business communicator working with bad news, you have many goals: explain the bad news clearly and completely, project a professional image, convey empathy and sensitivity, be fair, and maintain friendly relations. See p. 179.

You can soften the impact of bad news in refusing a customer's request or claim by a.accentuating the negative. b.implying the refusal. c.emphasizing the bad news. d.using active voice

b.implying the refusal. feedback: Incorrect. One effective technique to soften the impact of bad news is to imply the refusal, but you must make certain the refusal is clearly implied. Other techniques to soften the blow include emphasizing the good news, using passive voice, and accentuating the positive. See p. 186.

Which of these patterns follows the suggested order of ideas in bad-news messages using the indirect strategy? a.Buffer, bad news, and goodwill closing b.Explanation, bad news, buffer, and goodwill closing c.Buffer, reasons, bad news, and goodwill closing d.Bad news, explanation, and goodwill closing

c.Buffer, reasons, bad news, and goodwill closing feedback: Bad-news messages using the indirect strategy typically follow this order: buffer, reasons, bad news, and goodwill closing. See p. 181.

When denying credit to customers, you have specific goals that include retaining customers on a cash basis, avoiding language that causes hard feelings, and a.proving your company's firm credit integrity. b.selling merchandise. c.avoiding disclosures that could cause a lawsuit. d.recommending a credit counseling service.

c.avoiding disclosures that could cause a lawsuit. feedback: Incorrect. When refusing credit, you must be careful to avoid disclosures that may lead to lawsuits. Share only enough information to clarify the reason the credit has been refused then encourage the customer to continue on a cash basis. See p. 190.

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 a.understands who caused the problem. b.sees that the message was presented on high-quality company letterhead. c.notices that the direct strategy was used. d.believes that the matter was treated fairly and seriously.

d.believes that the matter was treated fairly and seriously. feedback: Correct. 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 fairly and seriously. See pp.178-179.