Question 1

You can use the direct plan in a bad-news announcement if

Accepted Answer

A)   readers will not be personally disappointed.
B)   readers will be personally affected by the situation.
C)   you wish to buffer the bad news.
D)   you want to retain the readers' goodwill.
E)   you are presenting the rationale first.

Question 2

When you use the direct organizational plan in a message refusing a small favor,you should

Accepted Answer

A)   save the bad news for the final paragraph.
B)   present the bad news without any introduction.
C)   reciprocate to maintain the reader's future goodwill.
D)   use a polite buffer and explain your rationale in a few words.
E)   offer a brief, sincere apology in your first paragraph.

Question 3

In explaining your reasons for refusing a claim,you should

Accepted Answer

A)   lecture the reader about what went wrong.
B)   use personal language, such as you and your.
C)   accept clear responsibility for the problem.
D)   not appear to accept responsibility for the problem.
E)   avoid explaining why the claim is being denied.

Question 4

Explain when to use an indirect plan for delivering bad news.

Accepted Answer

Use the indirect plan when you give bad ...

Question 5

The first thing you must know before giving bad news is how your audience will react.

Accepted Answer

A) True 
 B)False

Question 6

Always tell the bad news in the first paragraph.

Accepted Answer

A) True 
 B)False

Question 7

Direct messages are not necessarily shorter that indirect messages.

Accepted Answer

A) True 
 B)False

Question 8

Assume that you must write a memo to company employees announcing that the Internal Revenue Service has filed suit against the company.Which of the following sentences would most effectively reassure your readers?

Accepted Answer

A)   On behalf of top management, I apologize for any disruption in work that this legal action may cause.
B)   Unlike so many other firms indicted for violations of the tax code, our company has done nothing wrong.
C)   We believe the company will be able to function normally during this investigation.
D)   The exact nature of this baseless legal action will be announced at a later date.
E)   The top management team is meeting today to decide on the company's course of action.

Question 9

Your closing should buffer the bad news by anticipating specific objections the reader may have and inviting additional communication about your decision.

Accepted Answer

A) True 
 B)False

Question 10

Offering your customer an alternative such as 25% off a new product will help retain their goodwill.

Accepted Answer

A) True 
 B)False

Question 11

Announcing a change in organizational policy that will have a negative impact on employees' calls for an indirect approach.

Accepted Answer

A) True 
 B)False

Question 12

Your relationship with the readers and the effect that the bad news will have on them,help determine whether you should use the direct or the indirect organizational plan.

Accepted Answer

A) True 
 B)False

Question 13

What type of action should be used if the newspapers reveal information about a product recall before your organization has had time to address the issue?

Accepted Answer

The direct approach is recommended.The l...

Question 14

To retain goodwill and help the reader "accept" the bad news you must

Accepted Answer

A)   show that the matter was taken seriously and the solution was objective and fair
B)   just tell them the company policy
C)   explain that it has always been done this way
D)   apologize

Question 15

When you include resale in a letter refusing a customer's claim,you are doing all of the following except

Accepted Answer

A)   restating some of the benefits that led the reader to buy the product in the first place.
B)   encouraging the reader to continue buying from your firm.
C)   using subtle language to persuade without annoying.
D)   rebuilding the customer's confidence in the product.
E)   providing an appropriate buffer to cushion the bad news.

Question 16

Assume that you are refusing a request to provide free software for each participant at a conference.List four types of effective buffers,and then write an effective buffer for each type that you listed.

Accepted Answer

Students are to list four of the followi...

Question 17

When writing a bad-news message,one of your goals is to keep the reader's goodwill.

Accepted Answer

A) True 
 B)False

Question 18

Describe the five characteristics of an effective opening buffer for a bad-news message.

Accepted Answer

An effective opening buffer must have th...

Question 19

Show that you care about the reader by telling them how you are willing to change policy to help them.

Accepted Answer

A) True 
 B)False

Question 20

In the body of a bad-news message,focus on objective reasoning for the refusal.

Accepted Answer

A) True 
 B)False

Exam 8: Bad-News Messages

Explain when to use an indirect plan for delivering bad news.

Correct AnswerverifiedUse the indirect plan when you give bad ...View AnswerShow Answer

In explaining your reasons for refusing a claim,you should

Correct AnswerverifiedShow Answer

The first thing you must know before giving bad news is how your audience will react.

Correct AnswerverifiedShow Answer

Offering your customer an alternative such as 25% off a new product will help retain their goodwill.

Correct AnswerverifiedShow Answer

Describe the five characteristics of an effective opening buffer for a bad-news message.

Correct AnswerverifiedAn effective opening buffer must have th...View AnswerShow Answer

When writing a bad-news message,one of your goals is to keep the reader's goodwill.

Correct AnswerverifiedShow Answer

Show that you care about the reader by telling them how you are willing to change policy to help them.

Correct AnswerverifiedShow Answer

Your relationship with the readers and the effect that the bad news will have on them,help determine whether you should use the direct or the indirect organizational plan.

Correct AnswerverifiedShow Answer

To retain goodwill and help the reader "accept" the bad news you must

Correct AnswerverifiedShow Answer

Your closing should buffer the bad news by anticipating specific objections the reader may have and inviting additional communication about your decision.

Correct AnswerverifiedShow Answer

Assume that you are refusing a request to provide free software for each participant at a conference.List four types of effective buffers,and then write an effective buffer for each type that you listed.

Correct AnswerverifiedStudents are to list four of the followi...View AnswerShow Answer

Assume that you must write a memo to company employees announcing that the Internal Revenue Service has filed suit against the company.Which of the following sentences would most effectively reassure your readers?

Correct AnswerverifiedShow Answer

When you include resale in a letter refusing a customer's claim,you are doing all of the following except

Correct AnswerverifiedShow Answer

Always tell the bad news in the first paragraph.

Correct AnswerverifiedShow Answer

Direct messages are not necessarily shorter that indirect messages.

Correct AnswerverifiedShow Answer

Announcing a change in organizational policy that will have a negative impact on employees' calls for an indirect approach.

Correct AnswerverifiedShow Answer

What type of action should be used if the newspapers reveal information about a product recall before your organization has had time to address the issue?

Correct AnswerverifiedThe direct approach is recommended.The l...View AnswerShow Answer

When you use the direct organizational plan in a message refusing a small favor,you should

Correct AnswerverifiedShow Answer

In the body of a bad-news message,focus on objective reasoning for the refusal.

Correct AnswerverifiedShow Answer

You can use the direct plan in a bad-news announcement if

Correct AnswerverifiedShow Answer

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Use the indirect plan when you give bad ...
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An effective opening buffer must have th...
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Students are to list four of the followi...
View Answer

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Correct Answer
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The direct approach is recommended.The l...
View Answer

Correct Answer
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Correct Answer
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