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Chapter 7—Negative Messages
MULTIPLE CHOICE
- Every business person will need to write a negative business message that may disappoint, irritate, or anger the receiver; these messages must be written a. thoughtfully. b. by top-level management only. c. by any department with legal department final approval. d. deceitfully.
ANS: A
Because bad news disappoints, irritates, and sometimes angers the receiver, such messages must be written thoughtfully. Top management may write some, and some may require legal advice. However, none should be deceitful.
PTS: 1 DIF: Easy REF: p. 178 OBJ: Bloom's Taxonomy: Comprehension NAT: AACSB: Tier 1---Communication; Tier 2---Audience | AACSB: Tier 1---Reflective Thinking; Tier 2---Consequences | AACSB: Tier 1---Ethics; Tier 2---Global Ethics TOP: Conveying Negative News Effectively
- You can reduce the receiver's bad feelings by ensuring your receiver thinks that you have revealed the news sensitively, treated the matter seriously, made the decision fairly, and a. explained the reasons for the rejection clearly. b. revealed the bad news directly and bluntly. c. explained the legal options. d. delivered the bad news via certified mail.
ANS: A
The bad feelings associated with disappointing news can generally be reduced if the receiver (a) knows the reasons for the rejection, (b) feels the news was revealed sensitively, (c) thinks the matter was treated seriously, and (d) believes the decision was fair.
PTS: 1 DIF: Easy REF: p. 178- OBJ: Bloom's Taxonomy: Comprehension NAT: AACSB: Tier 1---Communication; Tier 2---Audience | AACSB: Tier 1---Reflective Thinking; Tier 2---Receiver Reactions, Conclusion TOP: Conveying Negative News Effectively
- Business communicators have many goals in conveying negative news. Some of these goals include making the receiver understand the bad news, helping the receiver accept the bad news, and a. saving your company money. b. blaming an outside agency.
c. maintaining a positive image. d. eliminating future correspondence.
ANS: C
Three goals when delivering bad news are to make the receiver understand the bad news, to help the receiver accept the bad news, and to maintain a positive image of you and your organization.
PTS: 1 DIF: Easy REF: p. 179 OBJ: Bloom's Taxonomy: Knowledge NAT: AACSB: Tier 1---Communication; Tier 2---Purpose, Rhetorical Considerations | AACSB: Tier
PTS: 1 DIF: Easy REF: p. 181 OBJ: Bloom's Taxonomy: Comprehension NAT: AACSB: Tier 1---Communication; Tier 2---Patterns | AACSB: Tier 1---Reflective Thinking; Tier 2---Receiver Reactions, Conclusion TOP: Conveying Negative News Effectively
- You will use the direct strategy for your message when the bad news is not damaging, when the re- ceiver 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.
ANS: C
Use the direct strategy when firmness is necessary. All other answer choices require the indirect strategy.
PTS: 1 DIF: Easy REF: p. 179- OBJ: Bloom's Taxonomy: Comprehension NAT: AACSB: Tier 1---Communication; Tier 2---Patterns | AACSB: Tier 1---Reflective Thinking; Tier 2---Conclusion TOP: Conveying Negative News Effectively
- Which of the following is the most important part of a negative message? a. A positive, forward-looking closing b. A neutral buffer c. An explanation of the reasons for the bad news d. The bad news itself
ANS: C
The most important part of a negative message is the explanation of the reasons for the bad news.
PTS: 1 DIF: Easy REF: p. 183 OBJ: Bloom's Taxonomy: Knowledge NAT: AACSB: Tier 1---Communication; Tier 2---Patterns | AACSB: Tier 1---Reflective Thinking; Tier 2---Conclusion TOP: Conveying Negative News Effectively
- Which of the following bad-news letters is best suited to a 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
ANS: A
Use the direct strategy to announce the change of business services because your audience may other- wise ignore this information. All other topics should use the indirect strategy since they are likely to provoke hostile responses or cause personal upset.
PTS: 1 DIF: Moderate REF: p. 179- OBJ: Bloom's Taxonomy: Application NAT: AACSB: Tier 1---Communication; Tier 2---Patterns | AACSB: Tier 1---Reflective Thinking; Tier 2---Conclusion TOP: Conveying Negative News Effectively
- Which of these patterns is typical for bad-news messages presented in the indirect strategy? a. Buffer, reasons, bad news, and goodwill closing b. Buffer, bad news, and goodwill closing
- 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 goodwill closing b. Bad news, reasons, buffer, and goodwill closing c. Buffer, reasons, bad news, and goodwill closing d. Buffer, explanation, reasons, and goodwill closing
ANS: C
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 re- duction in overtime pay. Using this indirect strategy for a bad-news message is recommended when the news is upsetting.
PTS: 1 DIF: Moderate REF: p. 181 OBJ: Bloom's Taxonomy: Application NAT: AACSB: Tier 1---Communication; Tier 2---Patterns | AACSB: Tier 1---Reflective Thinking; Tier 2---Conclusion TOP: Conveying Negative News Effectively
- The indirect strategy works best when the bad news is personally upsetting, the news will prompt a hostile reaction, and a. the message arrives unexpectedly. b. firmness is necessary. c. the receiver may overlook the bad news. d. the bad news is not damaging.
ANS: A
Use the indirect strategy when the bad news will arrive unexpectedly. All other answer choices typic- ally require the direct strategy.
PTS: 1 DIF: Easy REF: p. 180 OBJ: Bloom's Taxonomy: Comprehension NAT: AACSB: Tier 1---Communication; Tier 2---Patterns | AACSB: Tier 1---Reflective Thinking; Tier 2---Receiver Reactions, Conclusion TOP: Conveying Negative News Effectively
- The direct pattern, with the bad news first, would be appropriate when you are a. cancelling your weekly sales meeting. b. informing employees of a major increase in their health insurance premiums. c. turning down a request for a charitable contribution. d. denying a customer's request for a credit increase but wanting to continue business with the customer.
ANS: A
When the bad news is not damaging, such as cancelling a regularly scheduled meeting, the news should be delivered directly.
PTS: 1 DIF: Moderate REF: p. 179- OBJ: Bloom's Taxonomy: Application NAT: AACSB: Tier 1---Communication; Tier 2---Patterns | AACSB: Tier 1---Reflective Thinking; Tier 2---Receiver Reactions, Analysis, Conclusion TOP: Conveying Negative News Effectively
- Taylor must send a bad-news message to a client, telling her that he will be unable to meet a delivery deadline. What should Taylor do first?
PTS: 1 DIF: Moderate REF: p. 182 OBJ: Bloom's Taxonomy: Application NAT: AACSB: Tier 1---Communication; Tier 2---Patterns, Rhetorical Considerations | AACSB: Tier 1---Reflective Thinking; Tier 2---Analysis, Conclusion TOP: Analyzing the Components of Effective Negative Messages
- Which of the following techniques would be most effective in buffering bad news? a. Keeping the reader off-guard by opening with unrelated information
b. Opening with your subjective reasons for refusal c. Starting with the best news d. Apologizing in the closing with a statement like We are deeply sorry
ANS: C
A good buffer may start the message with information that represents the best news. Other techniques are complimenting the receiver, showing appreciation, demonstrating agreement, stating objective facts, showing that you care for the reader, and apologizing briefly.
PTS: 1 DIF: Easy REF: p. 182 OBJ: Bloom's Taxonomy: Comprehension NAT: AACSB: Tier 1---Communication; Tier 2---Patterns, Rhetorical Considerations | AACSB: Tier 1---Reflective Thinking; Tier 2---Conclusion TOP: Analyzing the Components of Effective Negative Messages
- Which of the following is not a helpful tip for apologizing in a negative-news message? a. Be sincere and explain what you will do to prevent recurrence. b. Accept responsibility. c. Focus on your regret. d. Use good judgment, and do not admit blame if it might prompt a lawsuit.
ANS: C
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.
PTS: 1 DIF: Easy REF: p. 182- OBJ: Bloom's Taxonomy: Knowledge NAT: AACSB: Tier 1---Communication; Tier 2---Patterns, Rhetorical Considerations | AACSB: Tier 1---Reflective Thinking; Tier 2---Conclusion TOP: Analyzing the Components of Effective Negative Messages
- Maya has decided to apologize briefly in the buffer of her bad-news letter to a client. Which of the fol- lowing is the best apology? a. We take full blame for your espresso machine malfunctioning and realize that it may have even eventually caused an injury. 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.
ANS: C
The best apology is "We sincerely apologize for the problems you experienced with your espresso ma- chine. To prevent recurrence of this problem, we will recalibrate the heating element at no charge to you" because it is sincere and shows that the company cares and wants to fix the problem.
b. Include a general statement saying that the bad news results from company policy. Most readers will understand this explanation. c. Do everything you can to look like the "good guy," even if it means making unrealistic statements. d. Explain the causes before disclosing bad news.
ANS: D
Bad news is easier to accept if you first provide the explanation.
PTS: 1 DIF: Easy REF: p. 183 OBJ: Bloom's Taxonomy: Comprehension NAT: AACSB: Tier 1---Communication; Tier 2---Patterns | AACSB: Tier 1---Reflective Thinking; Tier 2---Conclusion TOP: Analyzing the Components of Effective Negative Messages
- Which of these messages most 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 per- form 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.
ANS: A
Conveying empathy and sympathy in a bad-news message can be difficult. Empathy shows under- standing of the other's feelings. Only "You have every right to be disappointed..." shows genuine care for the receiver's feelings.
PTS: 1 DIF: Moderate REF: p. 183 OBJ: Bloom's Taxonomy: Application NAT: AACSB: Tier 1---Communication; Tier 2---Patterns, Rhetorical Considerations | AACSB: Tier 1---Reflective Thinking; Tier 2---Consequences, Analysis TOP: Analyzing the Components of Effective Negative Messages
- You must decline an employee's request to telecommute three days per week. Which of the following statements best explains why this bad news is necessary? a. Our current company policy does not allow telecommuting. b. Unfortunately, we regret that we are unable to afford the expenses associated with tele- commuting. c. Your daily presence in the office is important to ensure regular customer contact. d. Your work standards cannot be relied on unless we are able to observe you at your work- station.
ANS: C
"Your daily presence in the office is important to ensure regular customer contact" would be most ef- fective because it is a positive statement showing how the company and customers benefit.
PTS: 1 DIF: Moderate REF: p. 184 OBJ: Bloom's Taxonomy: Application NAT: AACSB: Tier 1---Communication; Tier 2---Rhetorical Considerations | AACSB: Tier 1---Re- flective Thinking; Tier 2---Analysis, Conclusion TOP: Analyzing the Components of Effective Negative Messages
ANS: C
"Beginning last month, our restaurant was closed on Sundays" uses the passive voice. All other re- sponses use the active voice.
PTS: 1 DIF: Moderate REF: p. 185 OBJ: Bloom's Taxonomy: Application NAT: AACSB: Tier 1---Communication; Tier 2---Standard English | AACSB: Tier 1---Reflective Thinking; Tier 2---Analysis, Conclusion TOP: Analyzing the Components of Effective Negative Messages
- Matt must send a refusal letter to Ryan, who recently interviewed for a job. Which of the following will be the best closing? 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.
ANS: D
"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 receiv- er, or repeat the bad news.
PTS: 1 DIF: Moderate REF: p. 186- OBJ: Bloom's Taxonomy: Application NAT: AACSB: Tier 1---Communication; Tier 2---Rhetorical Considerations | AACSB: Tier 1---Re- flective Thinking; Tier 2---Analysis, Conclusion TOP: Analyzing the Components of Effective Negative Messages
- When you must refuse typical requests, you will 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.
ANS: D
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.
PTS: 1 DIF: Easy REF: p. 187 OBJ: Bloom's Taxonomy: Knowledge NAT: AACSB: Tier 1---Communication; Tier 2---Patterns | AACSB: Tier 1---Reflective Thinking; Tier 2---Analysis, Conclusion TOP: Refusing Typical Requests and Claims
- Which of the following would best refuse a customer claim? 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 en- closed 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.
- 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.
ANS: C
One effective technique to soften the impact of bad news is implying the refusal, but you must make sure the refusal is clearly implied. Other techniques to soften the blow include emphasizing the good news, using the passive voice, and accentuating the positive.
PTS: 1 DIF: Easy REF: p. 185- OBJ: Bloom's Taxonomy: Knowledge NAT: AACSB: Tier 1---Communication; Tier 2---Rhetorical Considerations | AACSB: Tier 1---Re- flective Thinking; Tier 2---Analysis, Conclusion TOP: Refusing Typical Requests and Claims
- Which of the following explanations is most effective when denying a customer's request for credit? 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.
ANS: C
"Although your credit rating does not meet our minimum standards, we would be happy to reconsider your application if you add a cosigner" effectively uses the passive voice, provides a clear explanation, and offers an alternative. Other responses are too harsh, too graphic, or place the blame on the reader.
PTS: 1 DIF: Moderate REF: p. 185- OBJ: Bloom's Taxonomy: Application NAT: AACSB: Tier 1---Communication; Tier 2---Rhetorical Considerations | AACSB: Tier 1---Re- flective Thinking; Tier 2---Analysis, Conclusion TOP: Refusing Typical Requests and Claims
- You are writing a memo to employees announcing the loss of free parking. Which of the following would be the best closing sentence in this bad-news memo to employees? a. We understand your disappointment with this decision. b. If you would like to sign up for our ride-sharing program to save on parking expenses, please see the receptionist. c. We trust you will continue to do your best in spite of the present difficult situation. d. Thank you in advance for your cooperation.
ANS: B
"If you would like to sign up for our ride-sharing program to save on parking expenses, please see the receptionist" is effective because it provides information about an alternative. Other choices use trite phrasing, sound threatening, or focus on negative feelings.
PTS: 1 DIF: Moderate REF: p. 187 OBJ: Bloom's Taxonomy: Application NAT: AACSB: Tier 1---Communication; Tier 2---Rhetorical Considerations | AACSB: Tier 1---Re- flective Thinking; Tier 2---Analysis, Conclusion TOP: Refusing Typical Requests and Claims
