TEST BANK
OF BCOM 6TH EDITION BY LEHMAN, DUFRENE
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Chapter 7—Delivering Bad-News Messages
TRUE/FALSE
1. In some circumstances, sharing bad news via
email rather than face-to-face is justified.
2. By placing bad news in the first paragraph,
receiver support is more likely than when it is presented after giving reasons.
3. Since the main message of a negative-news
message is the bad news, more space should be devoted to the refusal than to
the explanations for the refusal.
4. In some circumstances, placing a refusal in
the first sentence is justified.
5. “I have received and read your letter of
April 12” is an effective neutral way to begin the first paragraph of a
bad-news message.
6. The best reason to give the receiver for a
refusal is “company policy” because it requires no further explanation.
7. Usually, a statement of bad news should be
followed by a logical explanation.
8. Offering a counterproposal may eliminate the
need to state the refusal directly.
9. Providing an alternative or counterproposal
to a refusal for a request should be avoided since it would only heighten
audience frustration over the bad news.
10. “We apologize for any inconvenience we may have caused you” is a
recommended way to close a refusal letter.
11. Using passive voice and complex sentences are effective ways to
de-emphasize bad news.
12. To minimize disappointment and maintain a positive relationship,
the inductive strategy is the best way to organize messages that refuse
requests.
13. Because of the legal implications involved in refusing credit, you
should avoid telling applicants the specific reason(s) why you must deny them
credit.
14. In a credit refusal message, your main purpose is to tactfully say
“no” since the recipient is a poor credit risk and not a potential customer.
15. The Fair Credit Reporting Act gives consumers specific rights and
protections when they apply for and are denied credit.
16. Communicating constructive criticism about service received can be
thought of as an ethical responsibility.
17. Delivering constructive criticism can be beneficial by alerting
management that changes need to be made.
18. When communicating negative organizational news, it is advisable
to tone down the news to minimize its severity.
19. Email is typically the most effective channel for communicating
negative organizational news.
MULTIPLE CHOICE
1. Which of the following is FALSE
concerning personal delivery of bad news?
|
a.
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Personal delivery of the bad news
signals the importance of the news.
|
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b.
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Personal delivery eliminates any
potential escalation of emotion.
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c.
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Personal delivery shows empathy for
the recipient.
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d.
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Personal delivery provides the
benefits of nonverbal cues.
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2. If bad news appears in the first sentence of
a message, the
|
a.
|
receiver will be prepared for the
reasoning that follows.
|
|
b.
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receiver’s urge to counter argue will
be minimized.
|
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c.
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receiver’s reaction is likely to be
defensive.
|
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d.
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receiver will withhold judgment until
he or she has finished reading.
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3. What is the correct order for the inductive
writing sequence?
|
a.
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Buffer, reasons, bad news,
counterproposal, and desire to continue the relationship
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b.
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Reasons, neutral idea, bad news, and
desire to continue the relationship
|
|
c.
|
Bad news, reasons, counterproposal,
and desire to continue the relationship
|
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d.
|
Buffer, bad news, reasons,
counterproposal, and desire to continue the relationship
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4. Exceptions to the use of inductive approach
for bad-news messages include
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a.
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messages addressing a very small,
insignificant matter.
|
|
b.
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memos sent within the company.
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c.
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oral presentations.
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d.
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all of the above
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5. An effective opening for a bad-news message
|
a.
|
notes the date of the message being
answered.
|
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b.
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expresses gratitude for the time the
receiver took to write.
|
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c.
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provides an immediate answer to the
receiver’s request.
|
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d.
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makes a neutral comment related to the
main idea.
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6. Which of the following are FALSE
when writing bad-news messages?
|
a.
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The writer should focus on the good
rather than the bad.
|
|
b.
|
The writer should present the negative
ideas in positive terms when possible.
|
|
c.
|
The writer should state what can be
done rather than what cannot be done.
|
|
d.
|
The writer should state the bad news
early and reinforce it throughout the message.
|
7. Which of the following is NOT a
technique for writing a bad-news message?
|
a.
|
Use positive language to accentuate
the positive.
|
|
b.
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Use the deductive writing approach.
|
|
c.
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Sandwich the bad news between the
buffer and positive closing.
|
|
d.
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Use passive voice, general terms, and
abstract nouns.
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8. Greg Komuro often delivers messages to
clients in which he must convey negative ideas. Which of the following
techniques could Greg use to subordinate bad news?
|
a.
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Passive voice and abstract nouns as
the subjects of sentences
|
|
b.
|
Passive voice and the placement of the
negative message in an independent clause
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|
c.
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Active voice and positive language
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|
d.
|
Active voice and placement of the
negative message in the dependent clause
|
9. Your employer asked you to compose a message
to be sent to all job applicants who were not selected for a sales
representative position. You should
|
a.
|
tell the applicant at the beginning
that another candidate was chosen.
|
|
b.
|
ask the applicant to consider why he or
she was not selected.
|
|
c.
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place the “not selected” message in
the dependent clause of a complex sentence describing the stiff competition
for this job.
|
|
d.
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imply that someone else has been
selected for the position, thus avoiding the uncomfortable job of rejecting
someone.
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10. A counterproposal
|
a.
|
is unnecessary if you have stated your
refusal tactfully.
|
|
b.
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weakens your refusal by implying that
you are not able to enforce your decision.
|
|
c.
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is an alternative to the action
requested that helps preserve your future relationship with the receiver.
|
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d.
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should precede the refusal.
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11. An effective counterproposal
|
a.
|
can eliminate the need to state the
refusal directly.
|
|
b.
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may represent a tangible benefit to
the reader.
|
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c.
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may not always be possible.
|
|
d.
|
All of the above.
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12. Which of the following is the BEST negative reply to
a request for a favor?
|
a.
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Thank you for asking me to speak at
your meeting, but I will not be able to attend.
|
|
b.
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Because I have a previous engagement
in Phoenix, I cannot demonstrate my machine at your conference.
|
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c.
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Although I have multiple obligations
for the date you suggested, I fully support your effort to raise funds for
the homeless.
|
|
d.
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I find my schedule is as impossible as
ever; I must be doing something wrong with my priorities.
|
13. Which of the following is NOT recommended within the
final sentence of a bad-news message?
|
a.
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Tactful restatement of the refusal
|
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b.
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Sales promotional material
|
|
c.
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Some future aspect of the business
relationship
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|
d.
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An expression of willingness to assist
in some other way
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14. Which sentence is a good example of a buffer for a bad news
message?
|
a.
|
Your letter dated April 14 has been
referred to me for reply.
|
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b.
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I can understand how you felt when you
had to pay $168.
|
|
c.
|
Your credit application was reviewed
by two loan officers.
|
|
d.
|
Your claim has been denied, but let us
explain why.
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15. Which of the following would be the BEST closing
sentence in a bad-news message?
|
a.
|
We understand your disappointment in
this decision.
|
|
b.
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Please do not hesitate to contact us
again if you have any further questions.
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c.
|
To see the video that discusses our
two newest investment offers, just phone us at 555-1616 to request your copy.
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d.
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We trust you will continue to rely on
Carson products in spite of this present difficult situation.
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16. Which of the following is the BEST suggestion to
follow when refusing a request?
|
a.
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Use the inductive approach.
|
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b.
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Provide a vague reason to minimize the
receiver’s disappointment.
|
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c.
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Use the direct approach.
|
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d.
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Follow the bad news with adequate
reasons.
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17. Jawon is a training and development manager who has been asked by
a professor to speak to her class about careers in training. However, since he
is currently conducting an important staff development program, his schedule is
very busy, and he must refuse the request. What would be the BEST
way to end his message?
|
a.
|
Again, I am very flattered by your
request.
|
|
b.
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I apologize that I am so busy right
now. Maybe next semester I can speak to your class.
|
|
c.
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I’ll call you if I have some time in
the next month.
|
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d.
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My training assistant, David, has
extensive experience and would enjoy speaking to your class. Please feel free
to call him at 469-8000.
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18. Delnisha, a customer service representative for the manufacturer
of Marathon brand faucets, receives a large order from a small contractor.
Which of the following is the BEST way for Delnisha to begin a
message saying the company does not sell directly to end users?
|
a.
|
This letter informs you that we
unfortunately do not sell faucets directly to contractors.
|
|
b.
|
I have referred your order to a
distributor near you.
|
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c.
|
Thank you very much for your order.
Unfortunately, we will not be able to fill it.
|
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d.
|
Our patenting coating process makes
Marathon faucets the contractor’s choice.
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19. Melody is responding negatively to a request for a claim. Which of
the following would she NOT do in composing her message to the
customer?
|
a.
|
Begin the message with a neutral,
dependent clause, followed by a statement implying the refusal.
|
|
b.
|
Include sales promotional and resale
material in the last paragraph.
|
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c.
|
Offer an alternative service as a
gesture of goodwill.
|
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d.
|
Present the reasoning behind her
decision without using emotional wording.
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20. You must deny a request for credit to an applicant who does not
meet your company’s requirements. Using a sentence such as “You are encouraged
to make cash purchases” illustrates a
|
a.
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counterproposal.
|
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b.
|
bait and switch technique.
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c.
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confirmation of priorities.
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d.
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consideration of eligibility.
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21. Messages denying credit are different from other types of bad-news
messages in that they
|
a.
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are subject to more legal issues.
|
|
b.
|
do not need to maintain the goodwill
of the recipient.
|
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c.
|
do not have to include reasons for
refusal.
|
|
d.
|
use the deductive pattern of
organization.
|
22. To avoid litigation, some credit-granting companies
|
a.
|
choose not to respond to customer
requests for credit.
|
|
b.
|
choose to omit from their letters the
explanation for credit denial.
|
|
c.
|
make the name and address of the
credit bureau inaccessible to the consumer.
|
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d.
|
refuse credit by phone rather than in
writing.
|
23. When writing a message offering constructive criticism, one’s
primary consideration should be
|
a.
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identifying who made the error.
|
|
b.
|
offering input that could benefit
many.
|
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c.
|
getting even for the mistake that was
made.
|
|
d.
|
none of the above.
|
24. Your department hired a strategic planning consultant to
restructure the workforce. However, you believe that the consultant added no
value to the company and simply played back what you wanted to hear. You must
write a letter to the president of the consulting company to discuss your
dissatisfaction. Which of the following is the BEST approach to
your letter?
|
a.
|
Start with some facts about what the
consultant was supposed to do. Enumerate what was done incorrectly. End with
a pleasant message expressing your appreciation.
|
|
b.
|
Start with a statement about your
dissatisfaction with the consultant. Continue with a list of things that the
consultant did incorrectly. End with a direct statement about how worthless
the consultant was.
|
|
c.
|
Start with some good things that the
consultant did. Accentuate the positive and avoid as much negative
information as possible. End pleasantly, saying that you hope you can do
business again in the future.
|
|
d.
|
Start with some facts about what the
consultant was supposed to do. Mention what the consultant did well, but also
be clear about what the consultant did not do well. End with a pleasant
message expressing the hope that the information you provided will assist the
consulting company.
|
25. Although communicating negative organizational news can be
challenging, such messages can have a positive effect in
|
a.
|
showing management’s display of
respect for employees.
|
|
b.
|
providing an opportunity for management
to build unity and trust.
|
|
c.
|
allowing employees to pose questions
to management.
|
|
d.
|
All of the above.
|
26. Which of the following is NOT an effective strategy
for companies that want to provide strong internal communication?
|
a.
|
Promote open exchange of honest,
candid communication.
|
|
b.
|
Use a variety of communication
channels to encourage two-way communication.
|
|
c.
|
Limit the questions employees may ask
management.
|
|
d.
|
Keep employees informed of both good
and bad news.
|
27. Which of the following is FALSE concerning the
communication of negative news within an organization?
|
a.
|
Employee morale, like customer
goodwill, is fragile and easily damaged.
|
|
b.
|
Sensitive handling of bad news related
to the organization can help build unity and trust.
|
|
c.
|
Delivering bad news as soon as
possible minimizes damage resulting from rumors and shows respect for
employees.
|
|
d.
|
The most effective approach is to use
one strong communication method for communicating with employees.
|
28. A company plans to downsize over the next year. Which of the
following would be the BEST way to prepare employees for this
negative announcement?
|
a.
|
Send an email to employees the first
day that employees are scheduled for layoff.
|
|
b.
|
Send a letter to laid off employees at
their home address instructing them not to report for work to avoid emotional
confrontations.
|
|
c.
|
Use the company’s internal
communications (newsletters and intranet) to make employees aware of the
downsizing before it happens.
|
|
d.
|
Call a staff meeting at the end of the
day on the Friday before layoffs begin to make the negative announcement.
|
SHORT ANSWER
1.
List and explain three stylistic aspects of writing a bad-news
statement.
2. Explain how a counterproposal may be used to
preserve a positive relationship when denying a request or when delivering bad
news.
3. Discuss the implications behind the statement
that “the customer is always right” in light of the fact that a company must at
times deny a customer’s request.
4. You recently hired a catering service for an
important awards ceremony for the members of your organization. Some of the
menu choices were poorly prepared and the service was slow. You were
dissatisfied with the service and would like to send a message to the owner of
the catering business. How would this owner benefit from your constructive
criticism? What tone should the message have?
5. You have just completed a week-long stay at a
hotel/resort that hosted your company's national sales meeting. You were
dissatisfied overall with the hotel's service and would like to send a message
to the management of the hotel. How would the hotel benefit from your
constructive criticism? What tone should the message have?
CASE
1. Conference Hotel Changes
You manage a large hotel that is used by organizations and
businesses for meetings and conferences. A recent storm has damaged part of
your hotel which means that you have fewer rooms available for meetings. You
now have nearly 20 percent fewer guest rooms for conference participants and
four less meeting rooms for smaller sessions. You estimate that room repairs
will take nearly a month, but the Association of Intercultural Studies is
scheduled to arrive for a three-day conference in two weeks and has booked all
rooms. Now there are not enough rooms for the conference.
Required:
As manager of the hotel, write a letter to the meeting manager for
the association. Tell the manager the bad news regarding the damage to the rooms
and provide an alternative of using rooms at a nearby hotel.
2. Improving on Constructive Criticism
A new medical assistant, Janelle, was hired at an outpatient
medical center. Her supervisor found an error she made on a patient’s record
and sent Janelle the following email. Edit the email so that it is a good
example of constructive criticism.
“I just want you to know how angry I am to find an error you made
on Mr. Smith’s record yesterday. How careless can you be about such an
important thing? There is absolutely no room for carelessness in this job
because people’s lives depend on us! I’ve fixed the error, but if this ever
happens again, you may lose your job.”
3. Company Downsizing
You are the president of Technik Inc. Global competition and
reduced market share has sent profits on a downward spiral which will result in
employee layoffs. Nearly 10 percent of the employees will be laid off,
effective in one week. They will receive two weeks severance pay, accrued sick
leave pay, and career consulting from the human resources department. Write an
interoffice memorandum announcing this negative organization news.
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