Professional Documents
Culture Documents
Download Business Communication Essentials A Skills Based Approach 8th Edition Bovee Test Bank all chapters
Download Business Communication Essentials A Skills Based Approach 8th Edition Bovee Test Bank all chapters
https://testbankfan.com/product/business-communication-
essentials-a-skills-based-approach-8th-edition-bovee-solutions-
manual/
https://testbankfan.com/product/business-communication-
essentials-7th-edition-bovee-test-bank/
https://testbankfan.com/product/business-communication-
essentials-6th-edition-bovee-test-bank/
https://testbankfan.com/product/business-communication-
essentials-canadian-4th-edition-bovee-test-bank/
Business Communication Essentials 7th Edition Bovee
Solutions Manual
https://testbankfan.com/product/business-communication-
essentials-7th-edition-bovee-solutions-manual/
https://testbankfan.com/product/business-communication-
essentials-canadian-4th-edition-bovee-solutions-manual/
https://testbankfan.com/product/business-communication-
today-13th-edition-bovee-test-bank/
https://testbankfan.com/product/business-communication-
today-12th-edition-bovee-test-bank/
https://testbankfan.com/product/business-communication-
today-11th-edition-bovee-test-bank/
Business Communication Essentials, 8e (Bovee/Thill)
Chapter 8 Writing Negative Messages
1) Which of the following is not one of the five goals when delivering bad news?
A) To bring new customers to your business
B) To convey the bad news
C) To maintain as much goodwill as possible
D) To maintain a good image for the organization
E) To eliminate the need for future correspondence on the matte
Answer: A
Explanation: When you need to deliver bad news, you have five goals: (1) to convey the bad
news, (2) to gain acceptance for it, (3) to maintain as much goodwill as possible with your
audience, (4) to maintain a good image for your organization, and (5) if appropriate, to reduce or
eliminate the need for future correspondence on the matter.
Learning Obj: LO: 8.1: Apply the three-step writing process to negative messages.
Difficulty: Easy
Question Cat.: Concept
AACSB: Written and oral communication
2) After developing a clear purpose, what is the next step in preparing to write the negative
message?
A) Being upfront and honest with those you need to send the message to
B) Sharing the unwelcome news
C) Writing a message that is sensitive and honest
D) Gathering information the audience needs to understand and accept the message
E) Clarify your qualifications
Answer: D
Explanation: To minimize the damage to business relationships and to encourage the
acceptance of your message, plan carefully. With a clear purpose and your audience's needs in
mind, gather the information your audience will need in order to understand and accept your
message.
Learning Obj: LO: 8.1: Apply the three-step writing process to negative messages.
Difficulty: Moderate
Question Cat.: Concept
AACSB: Written and oral communication
1
Copyright © 2019 Pearson Education, Inc.
3) When delivering negative news using the direct approach, what does the message open with?
A) Neutral buffer
B) Bad news
C) Reasons for the decision
D) Plan of action
E) Positive statement aimed at maintaining a good relationship
Answer: B
Explanation: A negative message using the direct approach opens with the bad news, proceeds
to the reasons for the situation or decision, offers any additional information that may help the
audience, and ends with a positive statement aimed at maintaining a good relationship with the
audience.
Learning Obj: LO: 8.1: Apply the three-step writing process to negative messages.
Difficulty: Moderate
Question Cat.: Application
AACSB: Written and oral communication
4) When delivering negative news using the direct approach, which of the following would
comprise the body of the message?
A) Neutral buffer
B) Bad news
C) Information that may help the audience
D) Reasons for the bad news, then the news
E) Positive statement aimed at maintaining a good relationship
Answer: C
Explanation: A negative message using the direct approach opens with the bad news, proceeds
to the reasons for the situation or decision, offers any additional information that may help the
audience, and ends with a positive statement aimed at maintaining a good relationship with the
audience.
Learning Obj: LO: 8.1: Apply the three-step writing process to negative messages.
Difficulty: Moderate
Question Cat.: Application
AACSB: Written and oral communication
2
Copyright © 2019 Pearson Education, Inc.
5) When delivering negative news using the direct approach, how should the message end?
A) With a positive statement aimed at maintaining a good relationship with the audience
B) With a reminder of the bad news
C) With advice on how to prevent negative issues from arising in the future
D) With a neutral close
E) With a plan of action
Answer: A
Explanation: A negative message using the direct approach opens with the bad news, proceeds
to the reasons for the situation or decision, offers any additional information that may help the
audience, and ends with a positive statement aimed at maintaining a good relationship with the
audience.
Learning Obj: LO: 8.1: Apply the three-step writing process to negative messages.
Difficulty: Moderate
Question Cat.: Application
AACSB: Written and oral communication
6) When using the indirect approach to deliver negative news, what does the message open with?
A) Neutral buffer
B) Bad news
C) Reasons for the decision
D) Plan of action
E) Positive statement aimed at maintaining a good relationship
Answer: A
Explanation: The indirect approach opens with a buffer then builds up the reasons behind the
bad news before presenting the bad news itself.
Learning Obj: LO: 8.1: Apply the three-step writing process to negative messages.
Difficulty: Moderate
Question Cat.: Application
AACSB: Written and oral communication
7) When using the indirect approach to convey negative news, what should be in the middle, or
body of the message?
A) Neutral buffer
B) Bad news
C) Information that may help the audience
D) Reasons for the bad news, then the news
E) Positive statement aimed at maintaining a good relationship
Answer: D
Explanation: The indirect approach opens with a buffer then builds up the reasons behind the
bad news before presenting the bad news itself.
Learning Obj: LO: 8.1: Apply the three-step writing process to negative messages.
Difficulty: Moderate
Question Cat.: Application
AACSB: Written and oral communication
3
Copyright © 2019 Pearson Education, Inc.
8) Writing negative news with sensitivity and clarity helps the reader do what?
A) Understand the message
B) Accept the message
C) Increase their desire to improve
D) Take the message personally
E) Respond to the message appropriately
Answer: B
Explanation: By writing clearly and sensitively, you can take some of the sting out of bad news
and help your reader accept the decision and move on. If your credibility hasn't already been
established with an audience, clarify your qualifications so recipients won't question your
authority or ability.
Learning Obj: LO: 8.1: Apply the three-step writing process to negative messages.
Difficulty: Moderate
Question Cat.: Application
AACSB: Written and oral communication
4
Copyright © 2019 Pearson Education, Inc.
11) Delaying the delivery of the bad news can be illegal in some cases.
Answer: TRUE
Explanation: Produce clean, professional documents and proofread carefully to eliminate
mistakes. Finally, be sure to deliver messages promptly; withholding or delaying bad news can
be unethical, even illegal.
Learning Obj: LO: 8.1: Apply the three-step writing process to negative messages.
Difficulty: Moderate
Question Cat.: Concept
AACSB: Written and oral communication
12) When writing a bad news message, wording should convey the sense of bad news by
emphasizing negative phrasing.
Answer: FALSE
Explanation: When you use language that conveys respect and avoids an accusing tone, you
protect your audience's pride. This kind of communication etiquette is always important, but it
demands special care with negative messages. Moreover, you can ease the sense of
disappointment by using positive words rather than negative, counterproductive ones.
Learning Obj: LO: 8.1: Apply the three-step writing process to negative messages.
Difficulty: Moderate
Question Cat.: Concept
AACSB: Written and oral communication
13) Discuss how to determine if a direct or indirect format should be used when conveying bad
or negative news.
Answer: To help decide which approach to take in a particular situation, ask yourself the
following questions: Do you need to get the reader's attention immediately? If the situation is an
emergency, or if someone has ignored repeated messages, the direct approach can help you get
attention quickly. Does the recipient prefer a direct style of communication? Some recipients
prefer the direct approach no matter what, so if you know this, go with direct. How important is
this news to the reader? For minor or routine scenarios, the direct approach is nearly always best.
However, if the reader has an emotional investment in the situation or the consequences to the
reader are considerable, the indirect approach is often better, particularly if the bad news is
unexpected. Will the bad news come as a shock? The direct approach is fine for many business
situations in which people understand the possibility of receiving bad news. However, if the bad
news might come as a shock to readers, use the indirect approach to help them prepare for it.
Learning Obj: LO: 8.1: Apply the three-step writing process to negative messages.
Difficulty: Moderate
Question Cat.: Analysis
AACSB: Written and oral communication
5
Copyright © 2019 Pearson Education, Inc.
14) List and discuss the five goals to keep in mind when delivering bad news.
Answer: When you need to deliver bad news, you have five goals: (1) to convey the bad news,
(2) to gain acceptance for it, (3) to maintain as much goodwill as possible with your audience,
(4) to maintain a good image for your organization, and (5) if appropriate, to reduce or eliminate
the need for future correspondence on the matter. Accomplishing all five goals requires careful
attention to planning, writing, and completing your message. Conveying bad news requires
developing a communication that lets the audience know what the bad news is in the most
positive terms possible. While the audience does not have to like the negative news, they need
understand the reasons for the bad news and have a clear understanding of how to improve the
situation, if possible. Maintaining good will includes ending on a positive note, although not an
artificially cheerful one. Don't assume a person or firm will no longer want to do business with
yours, or that an order is cancelled because it cannot be shipped for another two weeks. Remind
the audience, in positive terms, what you can do for them, instead of what you cannot. All
messages should maintain the image of the organization in the most positive and professional
light possible. Sometimes the message needs to have a response from the audience, but often
there is no need for a response. Don't encourage communication that will not change things by
closing with trite statements such as "if you have any questions, feel free to contact me at..."
Your reader should understand the decision is fair, and final.
Learning Obj: LO: 8.1: Apply the three-step writing process to negative messages.
Difficulty: Moderate
Question Cat.: Synthesis
AACSB: Written and oral communication
15) In addition to making the message as short as possible, what is the advantage to using a
direct format for bad news messages?
A) The direct format increases understanding.
B) The direct format increases acceptance.
C) The direct format clearly identifies the bad news so fewer assumptions are made.
D) The direct format saves the reader time.
E) The direct format saves the writer time.
Answer: D
Explanation: Depending on the circumstances, the message may also offer alternatives or a plan
of action to fix the situation under discussion. Stating the bad news at the beginning can have
two advantages: (1) It makes a shorter message possible, and (2) it allows the audience to reach
the main idea of the message in less time.
Learning Obj: LO: 8.2: Explain how to use the direct approach effectively when conveying
negative news.
Difficulty: Moderate
Question Cat.: Concept
AACSB: Written and oral communication
6
Copyright © 2019 Pearson Education, Inc.
16) What does the introductory paragraph in a direct format bad news message do for the reader?
A) It softens the blow of the bad news.
B) It offers a neutral buffer.
C) It explains why the decision was made before telling the reader what the decision is.
D) It explains the credentials of the writer.
E) It shares the bad news.
Answer: E
Explanation: If you've chosen the direct approach to convey bad news, use the introductory
paragraph of your message to share that information. To avoid being overly blunt, you can open
with a neutral or positive statement that establishes common ground with the reader, then
transition into the news. If necessary, remind the reader why you're writing.
Learning Obj: LO: 8.2: Explain how to use the direct approach effectively when conveying
negative news.
Difficulty: Moderate
Question Cat.: Concept
AACSB: Written and oral communication
17) To avoid being too blunt, a direct format bad news message should include which of the
following in the opening paragraph?
A) A statement that establishes common ground with the reader
B) The credentials of the writer
C) The bad news in the most positive terms possible
D) Why the decision was made
E) A neutral buffer
Answer: A
Explanation: To avoid being overly blunt, you can open with a neutral or positive statement that
establishes common ground with the reader, then transition into the news. If necessary, remind
the reader why you're writing.
Learning Obj: LO: 8.2: Explain how to use the direct approach effectively when conveying
negative news.
Difficulty: Moderate
Question Cat.: Concept
AACSB: Written and oral communication
7
Copyright © 2019 Pearson Education, Inc.
18) When writing negative news, what should follow the direct opening?
A) A sincere apology
B) The negative news
C) A neutral buffer
D) An explanation of who you are
E) An explanation of how the negative situation came to be
Answer: E
Explanation: In most cases, follow the direct opening with an explanation of why the news is
negative. The extent of your explanation depends on the nature of the news and your relationship
with the reader.
Learning Obj: LO: 8.2: Explain how to use the direct approach effectively when conveying
negative news.
Difficulty: Moderate
Question Cat.: Concept
AACSB: Written and oral communication
19) Which of the following would be the most likely reason to include a detailed explanation of
how the negative news came to be when writing a direct message for bad news?
A) The reasons are confidential.
B) The reasons are complicated.
C) The reasons are not important to the reader.
D) The reader is an important customer.
E) There is no need to worry about the long-term relationship with the audience.
Answer: D
Explanation: The extent of your explanation depends on the nature of the news and your
relationship with the reader. For example, if you want to preserve a longstanding relationship
with an important customer, a detailed explanation could be well worth the extra effort such a
message would require.
However, you will encounter some situations in which explaining negative news is neither
appropriate nor helpful, such as when the reasons are confidential, excessively complicated, or
irrelevant to the reader.
Learning Obj: LO: 8.2: Explain how to use the direct approach effectively when conveying
negative news.
Difficulty: Moderate
Question Cat.: Analysis
AACSB: Written and oral communication
8
Copyright © 2019 Pearson Education, Inc.
20) Which of the following would be most appropriate when closing a direct format message
with negative news?
A) Offer a sincere apology.
B) Offer contact information in the event the reader wants to further discuss the issue.
C) Provide reasons for the news.
D) Close on a respectful note.
E) End on a cheerful, positive note that minimizes the impact of the negative news.
Answer: D
Explanation: After you've explained the negative news, close the message in a manner that
respects the impact the negative news is likely to have on the recipient. If appropriate, consider
offering your readers an alternative solution if you can and if doing so is a good use of your time.
Look for opportunities to include positive statements, but avoid creating false hopes or writing in
a way that seems to suggest that something negative didn't just happen to the recipient.
Learning Obj: LO: 8.2: Explain how to use the direct approach effectively when conveying
negative news.
Difficulty: Moderate
Question Cat.: Application
AACSB: Written and oral communication
21) Which of the following is the most appropriate apology when writing a negative news
message?
A) "I am sorry you had a problem with this product, and please know this issue will never
happen again."
B) "If this issue has created any problems for you, we are sorry."
C) "I am sorry to hear of your difficulties with this product."
D) "I am sorry to hear of your difficulties, as we sell millions of these products a year and no one
else has expressed any concern with them."
E) "I am sorry if anyone had difficulties with this product."
Answer: C
Explanation: If you do apologize, make it a real apology. Don't say "I'm sorry if anyone was
offended" by what you did—this statement implies that you're not sorry at all and that it's the
other party's fault for being offended.
Learning Obj: LO: 8.2: Explain how to use the direct approach effectively when conveying
negative news.
Difficulty: Moderate
Question Cat.: Application
AACSB: Written and oral communication
9
Copyright © 2019 Pearson Education, Inc.
22) Which of the following is true of including an apology in a message?
A) Apologizing is the same as admitting mistake.
B) Apologizing could have significant legal consequences.
C) Apologizing allows the writer to express sympathy without accepting blame.
D) Apologies should always be made when expressing negative news.
E) Apologies should only be used when a long-term business relationship needs to be salvaged.
Answer: C
Explanation: The best general advice in the event of a mistake or accident is to immediately and
sincerely express sympathy and offer help, if appropriate, without admitting guilt; then seek the
advice of your company's lawyers before elaborating. A straightforward, sincere apology can go
a long way toward healing wounds and rebuilding relationships.
Learning Obj: LO: 8.2: Explain how to use the direct approach effectively when conveying
negative news.
Difficulty: Moderate
Question Cat.: Analysis
AACSB: Written and oral communication
23) When writing a direct format bad news message, reasons for the decision or news should
always be provided.
Answer: FALSE
Explanation: If you want to preserve a longstanding relationship with an important customer, a
detailed explanation could well be worth the extra effort such a message would require.
However, you will encounter some situations in which explaining negative news is neither
appropriate nor helpful, such as when the reasons are confidential, excessively complicated, or
irrelevant to the reader.
Learning Obj: LO: 8.2: Explain how to use the direct approach effectively when conveying
negative news.
Difficulty: Moderate
Question Cat.: Analysis
AACSB: Written and oral communication
24) An apology can be simply an expression of sympathy that something negative has happened.
Answer: TRUE
Explanation: To some people, an apology simply means an expression of sympathy that
something negative has happened to another person. At the other extreme, it means admitting
fault and taking responsibility for specific compensations or corrections to atone for the mistake.
Learning Obj: LO: 8.2: Explain how to use the direct approach effectively when conveying
negative news.
Difficulty: Moderate
Question Cat.: Concept
AACSB: Written and oral communication
10
Copyright © 2019 Pearson Education, Inc.
25) When closing a negative message that has been developed in a direct format, the close of the
message should remind the reader why they should continue to do business with your firm in the
future.
Answer: FALSE
Explanation: After you've explained the negative news, close the message in a manner that
respects the impact the negative news is likely to have on the recipient. If appropriate, consider
offering your readers an alternative solution if you can and if doing so is a good use of your time.
Look for opportunities to include positive statements, but avoid creating false hopes or writing in
a way that seems to suggest that something negative didn't just happen to the recipient.
Learning Obj: LO: 8.2: Explain how to use the direct approach effectively when conveying
negative news.
Difficulty: Moderate
Question Cat.: Concept
AACSB: Written and oral communication
26) Discuss the advantages of using the direct format for negative news messages and how to
develop a strong opening paragraph for this format.
Answer: A negative message using the direct approach opens with the bad news, proceeds to
the reasons for the situation or decision, and ends with a positive statement aimed at maintaining
a good relationship with the audience. Depending on the circumstances, the message may also
offer alternatives or a plan of action to fix the situation under discussion. Stating the bad news at
the beginning can have two advantages: (1) It makes a shorter message possible, and (2) it allows
the audience to reach the main idea of the message in less time. If you've chosen the direct
approach to convey bad news, use the introductory paragraph of your message to share that
information. To avoid being overly blunt, you can open with a neutral or positive statement that
establishes common ground with reader, then transition into the news. If necessary, remind the
reader why you're writing.
Learning Obj: LO: 8.2: Explain how to use the direct approach effectively when conveying
negative news.
Difficulty: Moderate
Question Cat.: Analysis
AACSB: Written and oral communication
11
Copyright © 2019 Pearson Education, Inc.
27) Discuss the reasons why a writer should, or should not, include an apology when using the
direct format for a negative news message.
Answer: Should you apologize when delivering bad news? The answer isn't quite as simple as
one might think, partly because the notion of apology is hard to pin down. To some people, it
simply means an expression of sympathy that something negative has happened to another
person. At the other extreme, it means admitting fault and taking responsibility for specific
compensations or corrections to atone for the mistake. Some experts contend that a company
should never apologize, even when it knows it has made a mistake, as the apology might be
taken as a confession of guilt that could be used against the company in a lawsuit. However,
several states have laws that specifically prevent expressions of sympathy from being used as
evidence of legal liability. The best general advice in the event of a mistake or accident is to
immediately and sincerely express sympathy and offer help, if appropriate, without admitting
guilt; then seek the advice of your company's lawyers before elaborating. If you do apologize,
make it a real apology. Don't say "I'm sorry if anyone was offended" by what you did—this
statement implies that you're not sorry at all and that it's the other party's fault for being
offended. For example, when Target's information systems were infiltrated in a hacking attack
that exposed the personal data of tens of millions of customers, CEO Gregg Steinhafel's apology
to customers included the statement, "I know this breach has had a real impact on you, creating a
great deal of confusion and frustration." Note that he did not say "if this breach caused you any
confusion or frustration." Recognize that you can express sympathy with someone's plight
without suggesting that you are to blame. For example, if a business customer damaged a
product through misuse and suffered a financial loss as a result of not being able to use the
product, you can say something along the lines of "I'm sorry to hear of your difficulties." This
demonstrates sensitivity without accepting blame.
Learning Obj: LO: 8.2: Explain how to use the direct approach effectively when conveying
negative news.
Difficulty: Challenging
Question Cat.: Synthesis
AACSB: Written and oral communication
28) Why would an indirect approach be better to use when the audience will be disappointed
with the news?
A) An indirect approach is better at obscuring the bad news.
B) An indirect approach eases the blow of the news and helps the reader accept the news.
C) An indirect approach is more ethical than a direct approach for dealing with bad news.
D) An indirect approach is better at limiting responsibility on the part of the organization.
E) An indirect approach allows the opportunity for an apology in the body of the message.
Answer: B
Explanation: The indirect approach is not meant to obscure bad news, delay it, or limit your
responsibility. The purpose of this approach is to ease the blow and help readers accept the news.
Learning Obj: LO: 8.3: Explain how to use the indirect approach effectively when conveying
negative news, and explain how to avoid ethical problems when using this approach.
Difficulty: Moderate
Question Cat.: Concept
AACSB: Written and oral communication
12
Copyright © 2019 Pearson Education, Inc.
29) How should a message that was developed using the indirect approach open?
A) With a neutral buffer
B) With an introduction to the writer
C) With an apology for the news
D) With reasons for the news
E) With a statement of the news
Answer: A
Explanation: Messages using the indirect approach open with a buffer, a neutral,
noncontroversial statement that is closely related to the point of the message but doesn't convey
the bad news.
Learning Obj: LO: 8.3: Explain how to use the indirect approach effectively when conveying
negative news, and explain how to avoid ethical problems when using this approach.
Difficulty: Easy
Question Cat.: Concept
AACSB: Written and oral communication
13
Copyright © 2019 Pearson Education, Inc.
31) Which of the following helps to create an effective buffer in a message with negative news?
A) A statement to minimize the reader's concerns
B) A statement that is relevant and sincere
C) A statement that diverts attention from the problem
D) A statement that makes the reader think the message is actually good news instead of negative
news
E) A statement that includes flattery or irrelevant information
Answer: B
Explanation: A good buffer also needs to be relevant and sincere. In contrast, a poorly written
buffer might trivialize the reader's concerns, divert attention from the problem with insincere
flattery or irrelevant material, or mislead the reader into thinking your message actually contains
good news.
Learning Obj: LO: 8.3: Explain how to use the indirect approach effectively when conveying
negative news, and explain how to avoid ethical problems when using this approach.
Difficulty: Moderate
Question Cat.: Concept
AACSB: Written and oral communication
32) When writing a buffer that includes information that is favorable to the reader, what type of
buffer is being used?
A) Agreement
B) Appreciation
C) Good news
D) Understanding
E) Fairness
Answer: C
Explanation: Sometimes a negative message contains both good news and bad news. In that
case, stating the good news in the opening buffer starts the message on a more favorable note.
Learning Obj: LO: 8.3: Explain how to use the indirect approach effectively when conveying
negative news, and explain how to avoid ethical problems when using this approach.
Difficulty: Moderate
Question Cat.: Concept
AACSB: Written and oral communication
14
Copyright © 2019 Pearson Education, Inc.
33) Using a statement in the buffer such as "So that you can more easily find the printer with the
features you need, we are enclosing a brochure that describes all the Epson printers currently
available" is an indication of what?
A) Cooperation
B) Fairness
C) Good news
D) Understanding
E) Resale
Answer: D
Explanation: A buffer such as this demonstrates that you understand the reader's goals and
needs.
Learning Obj: LO: 8.3: Explain how to use the indirect approach effectively when conveying
negative news, and explain how to avoid ethical problems when using this approach.
Difficulty: Moderate
Question Cat.: Concept
AACSB: Written and oral communication
34) Which part of an indirectly formatted message serves as a transition to the purpose of the
message?
A) The apology
B) The news
C) The reasons for the news
D) The buffer
E) The explanation of company policy
Answer: D
Explanation: An effective buffer serves as a transition to the next part of your message, in
which you build up the explanations and information that will culminate in your negative news.
Learning Obj: LO: 8.3: Explain how to use the indirect approach effectively when conveying
negative news, and explain how to avoid ethical problems when using this approach.
Difficulty: Moderate
Question Cat.: Concept
AACSB: Written and oral communication
15
Copyright © 2019 Pearson Education, Inc.
35) What is the goal of explaining the reasons for the decision before providing the decision?
A) The readers are less likely to see the bad news in the middle of the paragraph.
B) The reader can follow the line of reasoning and is ready for the news.
C) The reader has time to calm down during the reading process when they know bad news is
coming.
D) This writing style helps the writer better organize their thoughts, allowing them to soften the
blow of the bad news.
E) This writing style allows the writer to minimize their responsibility for the news.
Answer: B
Explanation: An ideal explanation section leads readers to your conclusion before you come
right out and say it. The reader has followed your line of reasoning and is ready for the answer.
By giving your reasons effectively, you help maintain focus on the issues at hand and defuse the
emotions that always accompany significantly bad news.
Learning Obj: LO: 8.3: Explain how to use the indirect approach effectively when conveying
negative news, and explain how to avoid ethical problems when using this approach.
Difficulty: Moderate
Question Cat.: Application
AACSB: Written and oral communication
36) When giving reasons for the decision, how should they be ordered?
A) Most negative first
B) Most controversial first
C) Most positive first
D) Most general first
E) Most detailed first
Answer: C
Explanation: By giving your reasons effectively, you help maintain focus on the issues at hand
and defuse the emotions that always accompany significantly bad news. An effective way to do
this is to start with positive or neutral points and move through progressively negative points.
Provide enough detail for the audience to understand your reasons but be concise.
Learning Obj: LO: 8.3: Explain how to use the indirect approach effectively when conveying
negative news, and explain how to avoid ethical problems when using this approach.
Difficulty: Easy
Question Cat.: Concept
AACSB: Written and oral communication
16
Copyright © 2019 Pearson Education, Inc.
37) What should immediately follow the reasons for the decision when writing a bad news
message using the indirect format?
A) A neutral buffer
B) The bad news
C) Contact information in the event the reader wants more information
D) Information on what the reader can do to avoid similar bad news in the future
E) An alternative to the bad news
Answer: B
Explanation: By giving your reasons effectively, you help maintain focus on the issues at hand
and defuse the emotions that always accompany significantly bad news. An effective way to do
this is to start with positive or neutral points and move through progressively negative points.
Provide enough detail for the audience to understand your reasons but be concise.
Learning Obj: LO: 8.3: Explain how to use the indirect approach effectively when conveying
negative news, and explain how to avoid ethical problems when using this approach.
Difficulty: Easy
Question Cat.: Concept
AACSB: Written and oral communication
38) When providing the bad news, which of the following would do least to minimize the
potential negative feelings from the bad news?
A) Devote as little space to the actual bad news as possible.
B) Devote as little time to the explanation of the bad news as possible.
C) Use specific and concrete terms to ensure understanding of the bad news.
D) Subordinate the news within a complex or compound sentence.
E) Place the bad news in the middle of the paragraph.
Answer: C
Explanation: By giving your reasons effectively, you help maintain focus on the issues at hand
and defuse the emotions that always accompany significantly bad news. An effective way to do
this is to start with positive or neutral points and move through progressively negative points.
Provide enough detail for the audience to understand your reasons but be concise.
Learning Obj: LO: 8.3: Explain how to use the indirect approach effectively when conveying
negative news, and explain how to avoid ethical problems when using this approach.
Difficulty: Easy
Question Cat.: Concept
AACSB: Written and oral communication
17
Copyright © 2019 Pearson Education, Inc.
39) Which of the following is least effective at conveying negative information as clearly and
kindly as possible?
A) Embed the bad news in the middle of the paragraph.
B) Suggest you might reverse the decision if circumstances change.
C) Emphasize what you can do rather than what you cannot do.
D) Imply the bad news instead of specifically stating the news.
E) Minimize the space devoted to the news.
Answer: B
Explanation: If appropriate, use a conditional (if or when) statement to imply that the audience
could have received, or might someday receive, a favorable answer under different
circumstances ("When you have more managerial experience, you are welcome to apply for any
openings that we may have in the future"). Such a statement could motivate applicants to
improve their qualifications. However, you must avoid any suggestion that you might reverse the
decision you've just made or any phrasing that could give a rejected applicant false hope.
Learning Obj: LO: 8.3: Explain how to use the indirect approach effectively when conveying
negative news, and explain how to avoid ethical problems when using this approach.
Difficulty: Moderate
Question Cat.: Application
AACSB: Written and oral communication
40) When ending a message using the indirect format, what should be emphasized to the reader?
A) They should contact you if they have questions
B) The decision can be reversed and is open to discussion
C) Respect for the reader regardless of the decision
D) Suggestions on how to improve the reader's success in future endeavors
E) The bad news
Answer: C
Explanation: As in the direct approach, the close in the indirect approach offers an opportunity
to emphasize your respect for your audience, even though you've just delivered unpleasant news.
Express best wishes without ending on a falsely upbeat note.
Learning Obj: LO: 8.3: Explain how to use the indirect approach effectively when conveying
negative news, and explain how to avoid ethical problems when using this approach.
Difficulty: Moderate
Question Cat.: Application
AACSB: Written and oral communication
18
Copyright © 2019 Pearson Education, Inc.
41) When ending an indirect message, a statement such as "I trust our decision is satisfactory"
does what for the reader?
A) Avoids an uncertain conclusion
B) Helps to manage future correspondences
C) Expresses optimism
D) Opens the opportunity for further discussion
E) Shows the writer's sincerity
Answer: D
Explanation: Whatever type of conclusion you use, follow these guidelines: Avoid an uncertain
conclusion, manage future correspondence, encourage additional communication only if you're
willing to discuss your decision further, express optimism, if appropriate and be sincere. Avoid
clichés that are insincere in view of the bad news. If you can't help, don't say, "If we can be of
any help, please contact us."
Learning Obj: LO: 8.3: Explain how to use the indirect approach effectively when conveying
negative news, and explain how to avoid ethical problems when using this approach.
Difficulty: Moderate
Question Cat.: Analysis
AACSB: Written and oral communication
43) It is appropriate to imply bad news rather than specifically state the news.
Answer: TRUE
Explanation: Also, by implying the bad news, you may not need to actually state it, thereby
making the bad news less personal. However, make sure your audience understands the entire
message—including the bad news. If an implied message might lead to uncertainty, state your
decision in direct terms. Just be sure to avoid overly blunt statements that are likely to cause pain
and anger.
Learning Obj: LO: 8.3: Explain how to use the indirect approach effectively when conveying
negative news, and explain how to avoid ethical problems when using this approach.
Difficulty: Moderate
Question Cat.: Application
AACSB: Written and oral communication
19
Copyright © 2019 Pearson Education, Inc.
44) An effective buffer serves as a transition to the explanation and information section of the
indirect message.
Answer: TRUE
Explanation: An effective buffer serves as a transition to the next part of your message, in which
you build up the explanations and information that will culminate in your negative news. An ideal
explanation section leads readers to your conclusion before you come right out and say it.
Learning Obj: LO: 8.3: Explain how to use the indirect approach effectively when conveying
negative news, and explain how to avoid ethical problems when using this approach.
Difficulty: Moderate
Question Cat.: Application
AACSB: Written and oral communication
45) Discuss the methods to develop an effective conclusion to a bad news message.
Answer: Whatever type of conclusion you use, follow these guidelines: Avoid an uncertain
conclusion. If the situation or decision is final, avoid statements such as "I trust our decision is
satisfactory," which imply that the matter is open to discussion or negotiation. Manage future
correspondence. Encourage additional communication only if you're willing to discuss your
decision further. If you're not, avoid wording such as "If you have further questions, please
write." Express optimism, if appropriate. If the situation might improve in the future, share that
with your readers if it's relevant. However, don't suggest the possibility of a positive change if
you don't have insight that it might happen. Be sincere. Avoid clichés that are insincere in view
of the bad news. If you can't help, don't say, "If we can be of any help, please contact us." Keep
in mind that the close can have a lasting impact on your audience. Even though they're
disappointed, leave them with the impression that they were treated with respect.
Learning Obj: LO: 8.3: Explain how to use the indirect approach effectively when conveying
negative news, and explain how to avoid ethical problems when using this approach.
Difficulty: Moderate
Question Cat.: Application
AACSB: Written and oral communication
20
Copyright © 2019 Pearson Education, Inc.
Another random document with
no related content on Scribd:
»Tahdotteko hakea ja tutkia tarkoin tämän talon? Hakekaa.
Ryöstäkää se, jos tahdotte. Mutta muistakaa, että se on Jumalan
huone ja hän suojelee sitä armonsa siivillä.»
Roman silmät loistivat kuin tähdet, ja hän pyysi, että majuri sallisi
hänen tavata sotilasta, joka oli nähnyt Rossin.
Se oli suuri, kömpelö mies, mutta Roman silmissä hän oli kaunista
kauniimpi. Roma teki miehelle satoja kysymyksiä, mutta mies ei
ymmärtänyt asiasta mitään.
Elena, tuo surullinen olento keskellä näitä ilon ilmauksia, luuli, että
Roma ajatteli omaa yhtymistään ja sopimistaan Rossin kanssa. Hän
viittasi siihen suuntaan, ja silloin ilo noilta kalpeilta kasvoilta katosi.
»Elena?»
»Mitä?»
»Syytöksestännekö?»
»Niin.»
»Luulen varmaan.»
»Rakas Elena!»
»Mitä?»
»Miksi ei? Eihän sitä voi kestää kauan enää, vai mitä?» Elena
kääntyi pois, ja Roma vastasi itse itselleen.
»Oh!» sanoi hän. »Jospa saisin nukkua, kunnes hän tulee — tulee
tietäen kaiken, anteeksi antaen, rakastaen minua kuten ennen ja
unohtaen kaikki pahat ajatukset.»
Roma.
»Pane tämä postiin heti kun olen mennyt, Elena», sanoi hän.
Elena oli panevinaan kirjeen talteen siksi, mutta hän veikin sen
salaa majurille, joka toimitti sen parlamenttiin.
»Näkyykö mitään?»
Majuri tuli ja avasi yhden loggian oven. Hän seisoi siinä hetken, ja
joku seisoi hänen takanaan. Sitten majuri poistui, mutta se toinen jäi.
Se oli Davido Rossi. Hän seisoi kuin kivettyneenä katsellen
sanattoman tuskan vallassa Roman kalpeita kasvoja, joista loisti
taivaallinen valo.
»Sisar, jos hän tulee tänne, kun minä olen poissa… ei, en tarkoita
sitä… mutta jos näet hänet ja hän kysyy minua, niin sano, että erosin
ilomielin täältä. Sano, että ajattelin häntä aina. Ei, ei, ei pidä sanoa
sitä. Hän ehkä on onneton ajatellessaan, että rakastin häntä niin
paljon loppuun asti. Olisi ollut suloista saada anteeksi ennenkuin
menen, mutta hän ei saa koskaan luulla, että kaduin tekoani ja että
kuolen sydän murtuneena. Sano hänelle hyvästi, Elena, minun
puolestani. Addio carissimo! Ne ovat hänen sanojaan. Addio
carissimo!»
»Roma!»
Ensin Rossin koko sielu nousi tuota ajatusta vastaan. Roma oli
taistellut tulisen taistelun ja lopettanut sen voittajana, ja nyt, kun
kaikki näytti lupaavan rauhaa ja tyyntä onnea, nytkö piti kuoleman
tulla välttämättömänä, voittamattomana — oh, se oli armotonta!