Question 1

Irina was alone with Brian and accused him of selling company listings of clients to another marketing firm. Because the accusation is false, Irina's statement is legally actionable.

Accepted Answer

A) True 
 B)False

Question 2

Letters that deny customer claims should clearly state when the customer is at fault in order to avoid company liability.

Accepted Answer

A) True 
 B)False

Question 3

To soften bad news, many business writers choose to use the __________ organizational pattern.

Accepted Answer

indirect
Explanation:Using the...

Question 4

Which of the following is the most important part of a negative message?

Accepted Answer

A)   A positive, forward-looking closing
B)   A neutral buffer
C)   An explanation of the reasons for the bad news
D)   The bad news itselfE) A) and B)
F) All of the above

Question 5

Whether to use a direct or an indirect pattern in delivering bad news to employees depends primarily on the anticipated reaction of the receiver.

Accepted Answer

A) True 
 B)False

Question 6

To be actionable, abusive language must be

Accepted Answer

A)   racially insensitive and ethnically biased.
B)   listed in state law or statute as a word that is slanderous.
C)   false, harmful to the person's good name, and "published."
D)   potentially damaging and open to misinterpretation.E) B) and D)
F) A) and D)

Question 7

The key to ethical communication lies in the motives of the sender.

Accepted Answer

A) True 
 B)False

Question 8

In revealing bad news, you can make statements to soften the blow, but you must avoid

Accepted Answer

A)   making the receiver feel better despite the bad news.
B)   admitting or implying responsibility for conditions that caused damage or injury.
C)   statements that maintain good relations by reaffirming the company commitment to quality.
D)   the direct approach for all bad-news messages.E) A) and B)
F) A) and C)

Question 9

When abusive language that harms a person's reputation is spoken, it is called

Accepted Answer

A)   slander.
B)   libel.
C)   legal liability.
D)   sexual harassment.E) B) and D)
F) A) and C)

Question 10

Which of the following would best refuse a customer claim?

Accepted Answer

A)   We're sorry that we can't 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 enclosed 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.E) A) and D)
F) B) and C)

Question 11

The recommended order for messages that deliver bad news is

Accepted Answer

A)   Buffer, reasons, bad news, goodwill closing
B)   Buffer, bad news, explanation, goodwill closing
C)   Explanation, buffer, bad news, goodwill closing
D)   Bad news, explanation, buffer, goodwill closingE) A) and C)
F) B) and D) A

Question 12

If you have any further questions, please do not hesitate to call me is a professional way to close a refusal letter.

Accepted Answer

A) True 
 B)False  False

Question 13

In Phase 2 of the writing process, you gather information and brainstorm for ideas by jotting down all the reasons you have to explain the bad news. Which of the following is the best advice during Phase 2?

Accepted Answer

A)   Present your weakest reason first and then build to your strongest reason.
B)   If you have several reasons for the bad news, concentrate on your strongest and safest reasons.
C)   If necessary, make up reasons that you think would be convincing to the reader.
D)   Present as many reasons as possible, strong or weak, to fully convince the receiver.E) C) and D)
F) A) and D)

Question 14

In business messages, try to avoid careless language because careless language

Accepted Answer

A)   includes statements that could be damaging or misinterpreted.
B)   defines the organization's policies.
C)   clarifies the message and prevents misunderstandings.
D)   uses the direct approach for all business messages.E) B) and C)
F) A) and B)

Question 15

Company policy prevents us from exchanging your defective wireless router more than 30 days after you purchased it is an example of an effective explanation.

Accepted Answer

A) True 
 B)False

Question 16

When you must refuse a request, it is sometimes possible to offer an alternative, substitute, or compromise.

Accepted Answer

A) True 
 B)False

Question 17

_______________ is the ability to understand and enter into the feelings of another.

Accepted Answer

Empathy
Explanation:Empathy is the ability to understand and enter into the feelings of another.

Question 18

Which of the following techniques would be most effective in buffering bad news?

Accepted Answer

A)   Starting with something completely unrelated to keep the reader off-guard
B)   Putting your subjective reasons for refusal in the opening
C)   Starting with the part of the message that represents the best news
D)   Apologizing late in the letter with a statement such as We are responsible for your loss and are deeply sorryE) All of the above
F) C) and D)

Question 19

If a bad news letter is well organized and professionally written, it will be successful even without sound reasons.

Accepted Answer

A) True 
 B)False

Question 20

The direct pattern, with the bad news first, would be appropriate when you are

Accepted Answer

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 want to continue doing business with the customer.E) A) and B)
F) A) and C)

Exam 7: Bad News Messages

Irina was alone with Brian and accused him of selling company listings of clients to another marketing firm. Because the accusation is false, Irina's statement is legally actionable.

Correct AnswerverifiedShow Answer

Letters that deny customer claims should clearly state when the customer is at fault in order to avoid company liability.

Correct AnswerverifiedShow Answer

To soften bad news, many business writers choose to use the __________ organizational pattern.

Correct AnswerverifiedindirectExplanation:Using the...View AnswerShow Answer

Which of the following is the most important part of a negative message?

Correct AnswerverifiedShow Answer

Whether to use a direct or an indirect pattern in delivering bad news to employees depends primarily on the anticipated reaction of the receiver.

Correct AnswerverifiedShow Answer

To be actionable, abusive language must be

Correct AnswerverifiedShow Answer

The key to ethical communication lies in the motives of the sender.

Correct AnswerverifiedShow Answer

In revealing bad news, you can make statements to soften the blow, but you must avoid

Correct AnswerverifiedShow Answer

When abusive language that harms a person's reputation is spoken, it is called

Correct AnswerverifiedShow Answer

Which of the following would best refuse a customer claim?

Correct AnswerverifiedShow Answer

The recommended order for messages that deliver bad news is

Correct AnswerverifiedA

If you have any further questions, please do not hesitate to call me is a professional way to close a refusal letter.

Correct AnswerverifiedFalse

In Phase 2 of the writing process, you gather information and brainstorm for ideas by jotting down all the reasons you have to explain the bad news. Which of the following is the best advice during Phase 2?

Correct AnswerverifiedShow Answer

In business messages, try to avoid careless language because careless language

Correct AnswerverifiedShow Answer

Company policy prevents us from exchanging your defective wireless router more than 30 days after you purchased it is an example of an effective explanation.

Correct AnswerverifiedShow Answer

When you must refuse a request, it is sometimes possible to offer an alternative, substitute, or compromise.

Correct AnswerverifiedShow Answer

_______________ is the ability to understand and enter into the feelings of another.

Correct AnswerverifiedEmpathy Explanation:Empathy is the ability to understand and enter into the feelings of another.

Which of the following techniques would be most effective in buffering bad news?

Correct AnswerverifiedShow Answer

If a bad news letter is well organized and professionally written, it will be successful even without sound reasons.

Correct AnswerverifiedShow Answer

The direct pattern, with the bad news first, would be appropriate when you are

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
indirect
Explanation:Using the...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
A

Correct Answer
verified
False

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Empathy Explanation:Empathy is the ability to understand and enter into the feelings of another.

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified