Question 1

You should explain the reasons for a negative message except in job refusals and ________.

Accepted Answer

A)  problems with customer orders
B)  credit denials
C)  refusals of routine workplace requests
D)  communication involving layoffsE) All of the above
F) B) and D)

Question 2

A goal in conveying unfavorable news in writing should be to make the receiver call or write back to clarify the message;this way,the writer has a chance to explain further.

Accepted Answer

A) True 
 B)False

Question 3

The ________ Credit Reporting Act and Equal Credit Opportunity Act state that consumers who are denied loans must receive a notice of "adverse action" explaining the decision.

Accepted Answer

The answer of The ________ Credit Reporting Act and Equal...

Question 4

Business communicators should use the ________ organizational pattern to deliver bad news when the news will be personally upsetting,will provoke a hostile reaction,will threaten the customer relationship,or is unexpected.

Accepted Answer

The answer of Business communicators should use the ________ organizational...

Question 5

In which of the following sentences has the bad news been placed in a subordinate clause?

Accepted Answer

A)  Although our wellness program must be discontinued,all other benefits will remain the same.
B)  Although all other benefits will remain the same,we must discontinue our wellness program.
C)  Our wellness program must be discontinued.
D)  We are sorry to announce that our wellness program must be discontinued.E) A) and B)
F) A) and C) A

Question 6

Select the most accurate statement about negative messages.

Accepted Answer

A)  An employee's words,decisions,and opinions are assumed to represent those of the organization.
B)  If you want to communicate your personal feelings or opinions,use company letterhead to give yourself more credibility.
C)  To be actionable (likely to result in a lawsuit) ,abusive language can be true or false,as long as it is damaging.
D)  In a situation that could be legally dangerous,try to volunteer as much information as possible to show that you are being completely honest.E) All of the above
F) None of the above

Question 7

We cannot allow you to return the iPad since you purchased it over 30 days ago effectively uses the passive voice to deliver the bad news.

Accepted Answer

A) True 
 B)False

Question 8

When you work for an organization,your words,decisions,and opinions are assumed to represent legally those of the organization.
​

Accepted Answer

A) True 
 B)False

Question 9

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

Accepted Answer

motives

Question 10

The closing of a bad-news message should reiterate the apology so that you seem sincere.

Accepted Answer

A) True 
 B)False

Question 11

Offering ________ when apologizing to a customer involves explaining concretely what you will do to make things right.

Accepted Answer

The answer of Offering ________ when apologizing to a customer...

Question 12

The direct strategy should be used to communicate negative news when ________.

Accepted Answer

A)  the news may provoke a hostile reaction
B)  the news affects the receiver personally
C)  firmness is necessary
D)  the news could threaten the customer relationshipE) All of the above
F) A) and B)

Question 13

Although I am unable to speak to your class at this time,I sincerely appreciate your invitation effectively positions the bad news by placing it in a subordinate clause.

Accepted Answer

A) True 
 B)False

Question 14

What is the best advice for delivering bad news?

Accepted Answer

A)  Use the active voice.
B)  Don't imply the bad news because it may be overlooked.
C)  Suggest a compromise or alternative.
D)  Describe what can't be done in great detail to ensure that your message is clear.E) All of the above
F) A) and B) C

Question 15

What do most companies do first to control damage when a problem arises?

Accepted Answer

A)  Consult the company's legal counsel.
B)  Call or e-mail the individual involved.
C)  Write a letter to the individual involved.
D)  Ignore the problem if it is unlikely to happen again.E) A) and B)
F) A) and C)

Question 16

To be actionable (likely to result in a lawsuit),abusive language must be false.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following statements is an example of resalein the closing paragraph of a bad-news message?

Accepted Answer

A)  The product you ordered is no longer in stock.
B)  You chose our best-selling model. 
C)  ​We are happy to send you an alternative product.
D)  Because we are out of the product you ordered,we are referring you to our competitor.E) A) and D)
F) All of the above

Question 18

Which of the following is the best advice when presenting the reasons for the bad news?

Accepted Answer

A)  Whenever possible,cite company policy as the reason for the bad news because most people willingly accept this reason.
B)  Do not present the reasons for the bad news;instead,focus solely on presenting the bad news sensitively.
C)  Use words such as impossible,regret,and unfortunately to make your point clear.
D)  Cite reader or other benefits if plausible.E) All of the above
F) C) and D)

Question 19

Because we value loyal customers like you,we have enclosed a coupon for $20 for your next meal at The Cheesecake Factory is an effective closing statement for a negative-news message.

Accepted Answer

A) True 
 B)False

Question 20

Communication is unethical when the sender has the intent to deceive.

Accepted Answer

A) True 
 B)False

Exam 9: Negative Messages

You should explain the reasons for a negative message except in job refusals and ________.

Correct AnswerverifiedShow Answer

A goal in conveying unfavorable news in writing should be to make the receiver call or write back to clarify the message;this way,the writer has a chance to explain further.

Correct AnswerverifiedShow Answer

The ________ Credit Reporting Act and Equal Credit Opportunity Act state that consumers who are denied loans must receive a notice of "adverse action" explaining the decision.

Correct AnswerverifiedShow Answer

Business communicators should use the ________ organizational pattern to deliver bad news when the news will be personally upsetting,will provoke a hostile reaction,will threaten the customer relationship,or is unexpected.

Correct AnswerverifiedShow Answer

In which of the following sentences has the bad news been placed in a subordinate clause?

Correct AnswerverifiedA

Select the most accurate statement about negative messages.

Correct AnswerverifiedShow Answer

We cannot allow you to return the iPad since you purchased it over 30 days ago effectively uses the passive voice to deliver the bad news.

Correct AnswerverifiedShow Answer

When you work for an organization,your words,decisions,and opinions are assumed to represent legally those of the organization. ​

Correct AnswerverifiedShow Answer

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

Correct Answerverifiedmotives

The closing of a bad-news message should reiterate the apology so that you seem sincere.

Correct AnswerverifiedShow Answer

Offering ________ when apologizing to a customer involves explaining concretely what you will do to make things right.

Correct AnswerverifiedShow Answer

The direct strategy should be used to communicate negative news when ________.

Correct AnswerverifiedShow Answer

Although I am unable to speak to your class at this time,I sincerely appreciate your invitation effectively positions the bad news by placing it in a subordinate clause.

Correct AnswerverifiedShow Answer

What is the best advice for delivering bad news?

Correct AnswerverifiedC

What do most companies do first to control damage when a problem arises?

Correct AnswerverifiedShow Answer

To be actionable (likely to result in a lawsuit),abusive language must be false.

Correct AnswerverifiedShow Answer

Which of the following statements is an example of resalein the closing paragraph of a bad-news message?

Correct AnswerverifiedShow Answer

Which of the following is the best advice when presenting the reasons for the bad news?

Correct AnswerverifiedShow Answer

Because we value loyal customers like you,we have enclosed a coupon for $20 for your next meal at The Cheesecake Factory is an effective closing statement for a negative-news message.

Correct AnswerverifiedShow Answer

Communication is unethical when the sender has the intent to deceive.

Correct AnswerverifiedShow Answer

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A

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When you work for an organization,your words,decisions,and opinions are assumed to represent legally those of the organization.

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motives

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C

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