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Bcom 7 7Th Edition Lehman Test Bank Full Chapter PDF
Bcom 7 7Th Edition Lehman Test Bank Full Chapter PDF
TRUEFALSE
1. Sharing bad news via telephone minimizes the misinterpretation of highly sensitive messages.
(A) True
(B) False
Answer : (B)
2. By placing bad news in the first sentence, receiver support is more likely than when it is
presented after giving reasons.
(A) True
(B) False
Answer : (B)
3. Placing a refusal in the first sentence is justified if the message is the second response to a
repeated request.
(A) True
(B) False
Answer : (A)
4. "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.
(A) True
(B) False
Answer : (B)
5. The best reason to give the receiver for a refusal is "company policy" because it requires no
further explanation.
(A) True
(B) False
Answer : (B)
6. Using passive voice and complex sentences are effective ways to de-emphasize bad news.
(A) True
(B) False
Answer : (A)
(A) True
(B) False
Answer : (A)
8. "We apologize for any inconvenience we may have caused you" is a recommended way to close a
refusal letter.
(A) True
(B) False
Answer : (B)
9. To minimize disappointment and maintain a positive relationship, the deductive strategy is the
best way to organize messages that refuse requests.
(A) True
(B) False
Answer : (B)
10. In credit denials, the major portion of the message should be an explanation for the denial.
(A) True
(B) False
Answer : (A)
11. Because of the legal implications involved in refusing credit, you should avoid telling applicants
the specific reason(s) why you must deny them credit.
(A) True
(B) False
Answer : (B)
12. The Equal Credit Opportunity Act prohibits creditors from discriminating against credit
applicants on the basis of race, religion, sex, national origin, age, and marital status.
(A) True
(B) False
Answer : (A)
13. Delivering constructive criticism can be beneficial by alerting management that changes need to
be made.
(A) True
(B) False
Answer : (A)
14. When communicating negative organizational news, it is advisable to tone down the news to
minimize its severity.
(A) True
(B) False
Answer : (B)
15. Email is typically the most effective channel for communicating negative organizational news.
(A) True
(B) False
Answer : (B)
MULTICHOICE
17. If the bad news appears in the first sentence of a message, the receiver will:
Answer : (C)
18. Exceptions to the use of inductive approach for bad-news messages include:
Answer : (B)
19. Which of the following sentences is a good example of a buffer for a bad-news message?
(B) I can understand how you felt when you had to pay $168.
Answer : (D)
20. Which of the following is an idea that can be incorporated into effective beginning paragraphs?
(A) A counterproposal
(B) A criticism
(C) A redaction
(D) A resale
Answer : (D)
21. Nancy, a recruiter at Zendyll Inc., often has to deliver negative news to job applicants who were
not hired by the company. Which of the following techniques could Nancy use to subordinate bad
news?
Answer : (A)
(B) It transitions the reader from the bad news to its reasoning.
Answer : (C)
23. A person must deny an unsubstantiated claim from a customer. Using a sentence such as "You
are encouraged to make purchases at a discount next month" illustrates a _____.
(A) counterproposal
(B) review
(C) compliment
(D) criticism
Answer : (A)
24. When offering a counterproposal or silver lining statement, care must be taken to ensure that
the idea _____.
Answer : (D)
25. The final sentence of a bad-news message should _____.
Answer : (C)
26. Which of the following would be an appropriate closing sentence in a bad-news message?
(B) We wish we could have helped you with regard to this matter.
(C) Our sales representative will show you the samples in the coming week.
Answer : (C)
Answer : (A)
28. Melody is responding negatively to a request for a claim. Which of the following suggestions
should she follow while composing her message to the customer?
Answer : (A)
29. Which of the following is a true statement about messages denying credit?
(A) They do not maintain the goodwill of the recipient.
Answer : (B)
30. The _____ is a federal law that provides consumers the right to know the nature of the
information in their credit file and gives them other protections when they apply for and are denied
credit.
Answer : (B)
31. To avoid litigation, some companies that extend credit choose to:
Answer : (B)
32. When writing a message offering constructive criticism, one's primary consideration should be
to _____.
Answer : (B)
33. Mark's department has hired a marketing manager to help increase the sale of the company's
products. However, he believes that the marketing manager adds no value to the company and
simply plays back what the company wants to hear. Mark must write a letter to the marketing
manager offering constructive criticism. Which of the following should Mark include in the letter to
avoid litigation charges?
Answer : (D)
34. Which of the following should a manager do while communicating negative information?
Answer : (D)
35. Digichrone is a company that plans to downsize over the next year. Which of the following
actions should it perform when downsizing its employees?
(A) Delay sending emails to employees that a layoff is scheduled, to give time for rumors to start up.
(B) Send a letter to its employees stating that emotional confrontations will not be tolerated.
(C) Use focus meetings to make employees aware of the downsizing before it happens.
(D) Call a staff meeting and layoff as many employees as possible without giving them time to react.
Answer : (C)
36. Which of the following is an effective strategy to break bad news to employees?
(B) Give little time for employees to react to the bad news.
Answer : (C)
37. Which of the following steps should a company's plan of action for a crisis include?
Answer : (D)
ESSAY
38. Describe the components of the inductive outline used in writing bad-news messages.
Answer :
● Opening: It begins with a neutral idea that leads to the refusal or bad news.
● Body: It presents facts, analysis, and reasons for the refusal or bad news. It states the bad news
using a positive tone and de-emphasis techniques. It includes a counterproposal or "silver lining"
idea when possible or appropriate.
● Closing: It closes with ideas that shift the focus away from the refusal or bad news and indicates
continuing relationship with the receiver.
39. Under which circumstances can the inductive approach to writing a bad-news message be
disregarded?
Answer :
40. Determine the different techniques that can be used to subordinate bad news in a bad-news
message.
Answer :
The techniques that can be used to subordinate bad news in a bad-news message are the following:
● Position the bad-news statement strategically. Using the inductive outline positions the bad-news
statement in a less important position-sandwiched between an opening buffer statement and a
positive closing. Additionally, the refusal statement should be included in the same paragraph as
the reasons, since placing it in a paragraph by itself would give too much emphasis to the bad
news. When the preceding explanation is tactful and relevant, resentment over the bad news is
minimized.
● Position the bad-news statement in the dependent clause of a complex sentence to cushion the bad
news. This technique places the bad news in a less visible, less emphatic position.
● Use passive voice, general terms, and abstract nouns.
● Use positive language to accentuate the positive. Simply focus on the good instead of the bad, the
pleasant instead of the unpleasant, or what can be done instead of what cannot be done. Compared
with a negative idea presented in negative terms, a negative idea presented in positive terms is
more likely to be accepted.
● Imply the refusal when the audience can understand the message without a definite statement of
the bad news. By implying the "No" answer, the response has the following positive characteristics:
(1) it uses positive language, (2) it conveys reasons or at least a positive attitude, and (3) it seems
more respectful.
41. Explain how a counterproposal may be used to preserve a positive relationship when denying a
request or when delivering bad news.
Answer :
Following negative news with an alternative action, referred to as a counterproposal, will assist in
preserving a relationship with the reader. Because it states what you can do, including a
counterproposal, it might eliminate the need to state the refusal directly. The counterproposal can
follow a refusal stated in a tactful, sensitive manner. While the counterproposal might represent a
tangible benefit, at times it is more intangible in nature. Any counterproposal must, of course, be
reasonable. A reasonable counterproposal might be to include some additional items at no charge or
to offer a discount certificate good on the customer's next order. When no reasonable
counterproposal is apparent, the sender might be able to offer a silver lining thought that turns the
discussion back into the positive direction. When offering a counterproposal or silver lining
statement, care must be taken to ensure that the idea does not seem superficial or minimize the
recipient's situation.
42. Show the ways in which a bad-news message can be ended on a positive note.
Answer :
A closing paragraph should demonstrate empathy without further reference to the bad news. A
pleasant closing paragraph should close with an empathetic tone and achieve the following goals:
● De-emphasize the unpleasant part of the message. End on a positive note that takes the emphasis
away from the bad news previously presented. A statement of refusal (or bad news) in the last
sentence or paragraph would place too much emphasis on it. Preferably, reasons (instead of bad
news) should remain uppermost in the audience's mind. When no reasonable counterproposal is
apparent, the sender might be able to offer a silver lining thought that turns the discussion back
into the positive direction.
● Add a unifying quality to the message. Make your final sentence an appropriate closing that brings
a unifying quality to the whole message. Repetition of a word or reference to some positive idea
that appears early in the message serves this purpose well. Avoid restatement of the refusal or
direct reference to it.
● Include a positive, forward-looking idea. This idea might include a reference to some pleasant
aspect of the preceding discussion or a future aspect of the business relationship, resale or sales
promotion, or an offer to help in some way.
Answer :
The inductive approach is helpful in communicating disappointing news to customers. Presenting the
explanation for the refusal first leads customers through the reasoning behind the decision and
helps them understand the claim is unjustified by the time the refusal is presented. Tone is
especially important when denying claims. Present the reasons objectively and positively without
casting blame or judgment on the customer for the problem. Avoid lecturing a customer on the
actions he or she should have taken to have avoided the problem. Finally, close the message with
resale or sales promotional material that indicates you expect future business. Although
disappointed with your decision, customers continue doing business with companies who make fair,
objective decisions and communicate the reasons for those decisions in a positive, respectful
manner.
Answer :
Because of the legal implications involved in denying credit, legal counsel should review your credit
denial messages to ensure that they comply with laws related to fair credit practices. The Equal
Credit Opportunity Act (ECOA) requires that the credit applicant be notified of the credit decision
within 30 calendar days following application. Applicants who are denied credit must be informed of
the reasons for the refusal. If the decision was based on information obtained from a consumer
reporting agency (as opposed to financial statements or other information provided by the
applicant), the credit denial must include the name, address, and telephone number of the agency. It
must also remind applicants that the Fair Credit Reporting Act provides them the right to know the
nature of the information in their credit file. In addition, credit denials must include a standard
statement that the ECOA prohibits creditors from discriminating against credit applicants on the
basis of a number of protected characteristics (race, color, religion, national origin, sex, marital
status, and age). To avoid litigation, some companies choose to omit the explanation from the credit
denial letter and invite the applicant to call or come in to discuss the reasons. Alternately, they
might suggest that the audience obtain further information from the credit reporting agency whose
name, address, and telephone number are provided.
45. You recently hired a catering service for an important award 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?
Answer :
Although not always easy or pleasant, communicating about negatives can be thought of as a social
responsibility. In the decision to communicate about negatives, the primary consideration is intent.
If the intent is to hurt or to get even, the message should not be sent. To avoid litigation charges and
to respond ethically, include only specific facts you can verify and avoid evaluative words that
present opinions about the person's character or ability. The owner of the catering business can
benefit from your constructive criticism and correct the problems to avoid losing future business.
The owner can try to determine the reason for the poor food quality and make changes to the menu
and preparation of food. Problems with the actual service can be improved with additional training
or hiring new, better qualified employees. Rather than losing future business, the owner can benefit
from your comments and improve the quality and reputation of the catering company.
46. Summarize the guidelines for breaking bad news to employees and the public.
Answer :
● Convey the bad news as soon as possible. Timeliness will minimize damage caused by rumors and
will give employees the concern and respect they deserve.
● Give a complete, rational explanation of the problem. Be candid about what is happening, why, and
its effect on employees, customers, and the public. Provide enough detail to establish your
credibility and provide context so your audience can understand the situation. Stressing positive
aspects will provide needed balance and avoid sugarcoating or minimizing the severity of the news
to the point that the message is misunderstood.
● Show empathy. There is really no good way to break bad news, such as the announcement of
layoffs or closures, to employees. The economic downturn and job insecurity has resulted in
increased stress for many employees, which raises the potential for workplace aggression.
However, methods that reflect respect and proper timing reduce the likelihood of an emotional boil
over.
● Respond to the feelings. Allow people adequate time to react to the bad news. Listen attentively for
understanding and then address the concerns, issues, and potential problems presented.
● Follow-up. Let people know what will happen next-what is expected of employees or customers,
and what the company will do and when. Plan to repeat your explanations and assurances that you
are available to respond to concerns in several communications that extend over a given time.
The following steps should be followed by a company as a plan of action during crisis:
● Anticipate potential crises in terms of areas of vulnerability and what could happen.
● Establish emergency procedures, including an alternate command center and chain of command.
● Identify who will need to be contacted and plan for multiple means of disseminating information.
● Ensure current contact information is available for employees, media, and other pertinent parties.
● Maintain an up-to-date fact sheet about the company, its products/services, locations, and
operations.
Answer :
Write the letter inductively, beginning with a buffer that leads to the reasons for the bad news.
● Use a buffer paragraph to introduce the idea that you are looking forward to the arrival of
conference attendees in two weeks. Remind the meeting manager that your hotel has an excellent
reputation for quality service and an experienced staff to handle large conferences.
● Present the facts about the recent storm and how it affected the local area.
● Present the bad news of the damage to the hotel, but emphasize the large number of rooms still
available for the meeting. Reassure the meeting manager that your staff is prepared to handle
changes and that you have already made alternative arrangements.
● Explain that a nearby hotel will accommodate the overflow of guests and meetings. Your hotel will
provide a free shuttle and reduced room rates for all attendees.
● Close with a positive idea that the conference will be a success and that attendees will enjoy their
stay at your reputable hotel.
We're particularly known for working closely with meeting and event planners to ensure that
everything runs smoothly for conferences. Our staff is highly skilled, creative, and can quickly adapt
to the frequent changes that come with managing conferences. You now have the best hotel staff in
the city ready to make your three-day conference one of the best ever.
You may have heard about the storm that hit our city this week. We, like many other businesses,
suffered some damage to rooms, but thanks to our neighboring Hilton Hotel, we can make the
necessary changes smoothly. Some changes will affect your conference, but the shuttle service will
be available regularly to transport your participants between the Hilton and our hotel. We've had to
relocate four of the meeting room conferences to the Hilton Hotel. The shuttle will run continually
during these sessions. The storm caused damage to some rooms, so 20 percent of the participants
will be provided rooms in the equally luxurious Hilton Hotel. Our discount rate will apply to these
rooms.
We assure you that we're equipped and ready to provide all the services you may need. Call if you
have any questions about these changes. We eagerly await the arrival of the guests from the
Association of Intercultural Studies. I think they will love our hotel and enjoy the extra amenities of
the Hilton which will be available to everyone.
Sincerely,
Answer :
● Start the message with a buffer that factually explains the importance of accuracy in medical
records.
● Provide an example of how a seemingly minor detail can have major ramifications for patients.
● Point out the error made by Janelle, and explain how it should have been recorded.
● Offer to help answer questions or to double-check her work while she is in training. Provide
suggestions that will help her to avoid future errors with patient records.
● Encourage her to excel.
A proposed solution follows:
TO: Janelle
Accuracy in patient records is a top priority for all of us at Medcap Center. Among the myriad of
details that we must enter daily on patient records, an error can sometimes occur. When discovered,
we try to correct these as quickly as possible to avoid serious problems in the treatment of our
patients.
I'm sure that you realize the serious nature of incorrectly recording information on patient charts.
The consequence of one error can have far-reaching ramifications, including life-threatening patient
issues and medical malpractice. With this in mind, it is critically important that you check and
double-check all the information that you enter in patient records.
The recent error you made on Mr. Smith's record was thankfully not life-threatening, but this serves
as an important reminder that all information must be checked before entering. This is an essential
part of your job, and there is no room for error. Some of our more experienced medical assistants
would be glad to provide tips for double-checking patient information prior to recording. I've
scheduled a brief training session tomorrow at 8 a.m. with Jeremy Combs who will review this
matter with you.
Answer :
Write the interoffice memorandum inductively, beginning with a short, neutral paragraph.
● Note how important good employees are to any business. Thank the employees for their hard work
and interest in the company's success. Comment on their positive contributions and remind them
of the talent and skill they bring to the workplace.
● Describe the recent problems of global competition in the industry and how it has negatively
impacted Technik Inc. State the facts and reasons for the problem.
● Present the bad news by de-emphasizing it in a dependent clause of a complex sentence. Show
empathy to the employees' feelings.
● Provide information on the severance benefits and career counseling. Offer to write a letter of
reference that can be used for a job search.
● End with a positive idea that affirms the employee's capability to be hired by other companies.
During our ten years in business, we've experienced many years of successful sales, thanks to our
hard-working employees. Many of you have been with us this entire time and have contributed your
skills and extensive knowledge to making this company a success. Many of our newcomers have
brought innovative ideas, cutting-edge knowledge, and admirable team efforts to our company. All of
you have worked hard together, often sacrificing by working long hours to complete deadlines.
We've produced great products that we can be proud of. This would not have happened without such
a great group of employees. You are well aware that in the past year increased global competition
has drastically reduced our market share. We have kept you posted each quarter and made our best
efforts to communicate honestly and openly with you. In light of these quarterly postings, a few
employees understandably have sought jobs elsewhere. Most of you have demonstrated an ongoing
commitment and optimism that profits would increase each quarter. We've tried to cut costs as much
as possible to avoid laying off Technik employees. Unfortunately, these cutbacks in expenses are no
longer enough. We're now faced with the reality of downsizing in order to survive as a company. As
president, it is not an easy choice to decide who stays and who goes. In fact, it is one of the toughest
decisions that I have had to make during my 10 years in this position. I value all of you and the
impressive contributions you've made to this company.
The details of this downsizing will be given to those who are laid off, but the bottom line is that
Technik must reduce the number of employees by 10 percent, effective next week. Today, the
affected employees will receive notices of layoff. In an effort to provide some financial cushion, they
will also receive a severance package that includes two weeks' severance pay plus any accrued sick
leave pay. Career consulting will be available from the human resources department, and
supervisors will write letters of recommendations for those who need them.
We hope we have turned the corner toward financial stability. Again, thank you for your dedication
to your work and this company.
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IX
— Mutta sota tästä voi nousta, kun eukko saa tietää. Lienee
parasta, että emme nyt hänelle puhu mitään. Se on semmoinen
eukko, että repii silmät päästä, kun niikseen sattuu, arveli isäntä.
Isäntä istui kuin ukkosen lyömänä. Miehiä tulee tupa täyteen, yksi
heistä alkaa saarnata ja tehdä kiivaita kädenliikkeitä aivan hänen
nenänsä alla. Kotvan kuluttua hän vasta kykeni avaamaan partaisen
suunsa.
Tuli hiljaisuus.