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Chapter 10—Negative Messages

DIFFICULTY (DIF) TYPE OTHER CODES5 = Most difficult Ap: Application question ANS: Answer3 = Average difficulty Con: Conceptual question REF: Page Reference1 = Least difficult Def: Definition OBJ: Chapter Objective

NOT: Note (feedback/explanations)AAC: AACSB Competencies

MULTIPLE CHOICE

1. The bad feelings associated with disappointing news can generally be reduced if the receivera. believes that the decision was fair.b. thinks the matter was treated seriously.c. knows the reason for the rejection.d. All of the above.

ANS: D DIF: 3 REF: p. 274 OBJ: 10-1 TYPE: ConTOP: Strategies for Delivering Bad NewsNOT A-D:The bad feelings associated with disappointing news can generally be reduced if the receiver believes that the decision was fair, thinks the matter was treated seriously, knows the reason for the rejection, and feels that the news was revealed sensitively.AAC: Tier 1—Communication; Tier 2—Patterns, AudienceAAC: Tier 1—Reflective Thinking; Tier 2—Receiver reactions, Consequences, Conclusion

2. Which of the following is the best advice when communicating bad news?a. As long as the bad news is delivered tactfully, you don’t have to give the reasons for the bad

news.b. To show sensitivity, you should always deliver bad news using the indirect method.c. Because bad news disappoints, irritates, and sometimes angers the receiver, such messages

must be written carefully.d. All of the above.

ANS: C DIF: 3 REF: pp. 275-276 OBJ: 10-1 TYPE: ConTOP: Strategies for Delivering Bad NewsNOT:a. The bad feelings associated with disappointing news can generally be reduced if the reader

knows the reasons for the bad news.b. Bad news can be delivered using the direct or indirect pattern, depending on the situation.c. Bad-news messages must be written carefully since bad news can disappoint, irritate, and

sometimes anger the receiver.d. Bad-news messages must be written carefully since bad news can disappoint, irritate, and

sometimes anger the receiver.AAC: Tier 1—Communication; Tier 2—Patterns, AudienceAAC: Tier 1—Reflective Thinking; Tier 2—Receiver reactions, Consequences, Conclusion

3. Which of the following is not one of the three primary goals in communicating bad news?a. To make the receiver understand the bad newsb. To explain clearly who is to blame for the bad newsc. To have the receiver accept the bad news

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281 UNIT 3 Business Correspondence

d. To maintain a positive image of you and your corporationANS: B DIF: 3 REF: p. 275 OBJ: 10-1 TYPE: ConTOP: Strategies for Delivering Bad NewsNOT A-D:The three primary goals in communicating bad news are (1) to make the receiver understand the bad news, (2) to have the receiver accept the bad news, and (3) to maintain a positive image of you and your organization. You should not place blame on someone for the bad news.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

4. A business communicator has four secondary goals in delivering bad news. Which of the following is not one of these secondary goals?a. To reduce bad feelings and convey fairnessb. To hide the real reasons for the bad newsc. To have the receiver accept the bad newsd. To avoid creating legal liability or responsibility for you or your organization

ANS: B DIF: 3 REF: p. 275 OBJ: 10-1 TYPE: ConTOP: Strategies for Delivering Bad NewsNOT A-D:The four secondary goals in communicating bad news are (1) to reduce bad feelings, (2) to convey fairness, (3) to eliminate future correspondence, and (4) to avoid creating legal liability or responsibility for you and your organization. You should not hide the real reasons for the bad news.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

5. When should the direct pattern be used to communicate bad news?a. Neverb. When you don’t know your readerc. When firmness is necessaryd. When maintaining goodwill is important

ANS: C DIF: 3 REF: p. 276 OBJ: 10-1 TYPE: ConTOP: Strategies for Delivering Bad NewsNOT A-D:The direct pattern should be used to communicate bad news when firmness is necessary.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

6. Using the indirect pattern to prepare the reader in a bad-news messagea. shows sensitivity to your reader.b. enables you to keep the reader’s attention until you have been able to explain the reasons for

the bad news.c. softens the impact of the bad news.d. All of the above.

ANS: D DIF: 3 REF: pp. 275-276 OBJ: 10-1 TYPE: ConTOP: Strategies for Delivering Bad NewsNOT A-D:Using the indirect pattern to prepare the reader in a bad-news message shows sensitivity to your reader, enables you to keep the reader’s attention until you have been able to explain the reasons for the bad news, and softens the impact of the bad news.

CHAPTER 10 Negative Messages 282

AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Receiver reactions, Conclusion

7. Amber will be writing a bad-news letter to a customer and wants to follow the four-part indirect plan. In what order should she organize her letter?a. Bad news, reasons, buffer, closingb. Buffer, bad news, reasons, closingc. Buffer, reasons, bad news, closingd. Reasons, bad news, buffer, closing

ANS: C DIF: 5 REF: p. 276 OBJ: 10-1 TYPE: ApTOP: Strategies for Delivering Bad NewsNOT A-D:The indirect plan consists of four parts in this order: buffer, reasons, bad news, closing.AAC: Tier 1—Communication; Tier 2—PatternAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

8. Gordon must write a bad-news message to a client, telling her that his report will be late. What should he do first?a. Outline the four parts of the bad-news patternb. Select an appropriate color of stationery that will be calming to the readerc. Analyze the bad news to determine how it will affect the readerd. Brainstorm for ideas of how to present the reasons for the bad news

ANS: C DIF: 5 REF: p. 276 OBJ: 10-1 TYPE: ApTOP: Strategies for Delivering Bad NewsNOT A-D:The first thing Gordon should do is analyze the bad news so that he can anticipate its effect on the receiver.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Receiver reactions, Conclusion

9. Shania had to write a letter to a job applicant, telling him that he was not selected for a position. Since she really liked the applicant, in the rejection letter she wrote, "I thought you were our top candidate." What has Shania done that might lead to legal difficulties?a. By trying to make herself look good, she is guilty of the "good-guy syndrome."b. She has used careless language.c. She has used abusive language.d. She has done nothing wrong.

ANS: A DIF: 5 REF: p. 278 OBJ: 10-1 TYPE: ApTOP: Strategies for Delivering Bad NewsNOT A-D:In an attempt to make herself look better and to make the receiver feel better, Shania became guilty of the "good-guy syndrome," which is legally dangerous.AAC: Tier 1—Communication; Tier 2—Patterns, AudienceAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Receiver reactions, Conclusion

10. In a recommendation letter, Gavin falsely accuses former employee Carly of being lazy in performing her job. This action is considered to bea. slander.b. libel.c. a little white lie.


d. legitimate.

ANS: B DIF: 5 REF: p. 277 OBJ: 10-1 TYPE: ApTOP: Strategies for Delivering Bad NewsNOT A-D:Gavin’s written comments are false, so his action is considered to be libel.AAC: Tier 1—Ethics; Tier 2—Ethics and Morals, applicationAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

11. Chandra makes an abusive statement about Dylan. This language will not be actionable ifa. Chandra’s statements are false.b. Chandra sends the message by e-mail to two other employees in the department.c. Chandra makes the comments to Dylan in private.d. Chandra’s statements are damaging to Dylan’s reputation.

ANS: C DIF: 5 REF: p. 277 OBJ: 10-1 TYPE: ApTOP: Strategies for Delivering Bad NewsNOT:a. Abusive language is actionable if it is false, published, and damaging to one’s good name.b. Abusive language is actionable if it is false, published, and damaging to one’s good name.c. If Chandra’s comments are made in private, they will not be actionable.d. Abusive language is actionable if it is false, published, and damaging to one’s good name.AAC: Tier 1—Ethics; Tier 2—Ethics and Morals, ApplicationAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

12. Marcellis sent a letter to a teacher who had requested a tour of his company. In the letter he included the sentence “Although we would love to have your class visit our company, much of the work area is too dangerous for group tours.” What has Marcellis done that might lead to legal difficulties?a. By trying to make himself look good, he is guilty of the "good-guy syndrome."b. He has used careless language.c. He has used abusive language.d. He has done nothing wrong.

ANS: B DIF: 5 REF: p. 277 OBJ: 10-1 TYPE: ApTOP: Strategies for Delivering Bad NewsNOT A-D:Marcellis has used careless language. His statement could be interpreted to mean that the work area is too danger for anyone, which could lead to a lawsuit.AAC: Tier 1—Communication; Tier 2—Patterns, AudienceAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Receiver reactions, Conclusion

13. Select the most accurate statement.a. An employee’s words, decisions, and opinions are assumed to represent those of the

organization.b. In order to be considered defamation, a statement must be made in writing.c. To be actionable (likely to result in a lawsuit), abusive language can be true or false, as long

as it is damaging.d. In a situation that could be legally dangerous, try to volunteer as much information as

possible to show that you are being completely honest.

ANS: A DIF: 3 REF: pp. 277-278 OBJ: 10-1 TYPE: ConTOP: Strategies for Delivering Bad News


NOT:a. Business communicators act as agents of their organizations. Their words, decisions, and

opinions are assumed to represent those of the organization.b. Defamation is the legal term for any false statement that harms an individual’s reputation; the

statement can be written or spoken.c. To be actionable (likely to result in a lawsuit), abusive language must be false.d. Volunteering extra information can lead to trouble. Avoid supplying data that could be

misused, and avoid making promises that can’t be fulfilled. Don’t admit or imply responsibility for conditions that caused damage or injury.

AAC: Tier 1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilitiesAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

14. The purpose of a buffer statement is toa. avoid legal liability.b. reduce the reader’s shock or pain related to the bad news.c. inform the reader of the bad news.d. explain company policy regarding the bad-news message.

ANS: B DIF: 3 REF: p. 278 OBJ: 10-2 TYPE: ConTOP: Techniques for Delivering Bad New SensitivelyNOT A-D:A buffer is used to reduce the reader’s shock or pain related to the bad news.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

15. Which of the following is the best example of an effective buffer in a bad-news letter telling a job applicant that the position has been filled?a. I have before me your application of November 28, wherein you applied for the medical clerk

position.b. We are very sorry to have to tell you that the medical clerk position has been filled.c. We enjoyed meeting you last week to discuss your qualifications for the medical clerk

position.d. We are thrilled to have an applicant with your stellar qualifications.

ANS: C DIF: 5 REF: pp. 278-279 OBJ: 10-2 TYPE: ApTOP: Techniques for Delivering Bad New SensitivelyNOT:a. This buffer is trite and uses outdated, pretentious language.b. This buffer is not effective because it reveals the bad news immediately.c. This buffer is effective because it gives a compliment without misleading the reader.d. This buffer is not effective because it conveys a false impression that good news follows.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

16. Chavi has decided that she must apologize to a customer in her buffer. Which of the following is the best example of an effective apology?a. We apologize for any inconvenience this has caused.b. You have every right to be concerned, and we sincerely apologize for the delay in filling your

order. To prevent this from occurring again, we have upgraded our software and retrained our order takers.

c. We regret that you were not happy with the situation.d. We are sorry and admit that we are completely responsible and take full legal responsibility

for this situation.


ANS: B DIF: 5 REF: pp. 279-280 OBJ: 10-2 TYPE: ApTOP: Techniques for Delivering Bad New SensitivelyNOT:a. This apology sounds hollow and insincere.b. This apology is effective because it sounds sincere and it shows what the company has done

to prevent future problems.c. This apology sounds hollow and insincere.d. This apology admits blame, which might lead to a lawsuit.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

17. Select the best opening for a letter from a local nonprofit organization that refuses a request for a charitable donation.a. This is to inform you that your kind letter of May 14 has been directed to me for reply.b. We have received your letter requesting a donation to your annual fund-raiser.c. The services you provide for homeless families in our community are necessary and

important.d. Although we admire what your organization does for our community, unfortunately we are

unable to donate to your fund-raiser at this time.

ANS: C DIF: 5 REF: pp. 278-279 OBJ: 10-2 TYPE: ApTOP: Techniques for Delivering Bad New SensitivelyNOT:a. Avoid beginning letters with wordy, unnecessary introductions such as “This is to inform you

that . . . .”b. Avoid obvious statements such as “We have received your letter . . . .”c. “The services you provide for homeless families in our community are necessary and

important” is an effective buffer because it compliments the receiver but doesn’t suggest that a contribution will be made.

d. An opening buffer should be not be negative and should not reveal the bad news.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

18. The most important part of a bad-news letter isa. a good buffer that gets the letter started positively.b. a list of feasible alternatives.c. a closing the ends the letter on a positive note.d. the section that explains the reasons for the bad news.

ANS: D DIF: 3 REF: p. 280 OBJ: 10-2 TYPE: ConTOP: Techniques for Delivering Bad New SensitivelyNOT A-D:The most important part of a bad-news letter is the section that explains the reasons for the bad news.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

19. Which of the following is the best advice when presenting the reasons for the bad news?a. Whenever possible, cite company policy as the reason for the bad news since most people

willingly accept this reason.b. Do not present the reasons for the bad news; instead, focus solely on presenting the bad news

sensitively.


c. Always be as specific as possible when explaining the reasons.d. Cite reader or other benefits if plausible.

ANS: D DIF: 3 REF: pp. 280-281 OBJ: 10-2 TYPE: ConTOP: Techniques for Delivering Bad New SensitivelyNOT:a. Readers resent blanket company policy statements prohibiting something.b. The reasons for the bad news should always be included. Without sound reasons for denying

a request or refusing a claim, a letter will fail, no matter how cleverly it is organized or written.

c. Only if the reasons are not confidential and if they will not create legal liability, can you be as specific as specific

d. Readers are more open to bad news if in some way, even indirectly, it may help them.AAC: Tier 1—Communication; Tier 2—Patterns, AudienceAAC: Tier 1—Reflective Thinking; Tier 2—Receiver reactions, Conclusion

20. The best placement for a statement of bad news in a message isa. in a subordinate clause.b. at the beginning of a sentence.c. at the end of a paragraph.d. at the beginning of a paragraph.

ANS: A DIF: 3 REF: p. 281 OBJ: 10-2 TYPE: ConTOP: Techniques for Delivering Bad New SensitivelyNOT A-D:The best placement for a statement of bad news in a message is in a subordinate clause.AAC: Tier 1—Communication; Tier 2—PatternsAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

21. What is the best advice for delivering the bad news?a. Use the active voice.b. Don’t imply the bad news because it may be overlooked.c. Suggest a compromise or alternative.d. Describe what can’t be done in great detail.

ANS: C DIF: 3 REF: p. 282 OBJ: 10-2 TYPE: ConTOP: Techniques for Delivering Bad New SensitivelyNOT:a. Use the passive voice when delivering bad news.b. It is sometimes possible to avoid a direct statement of refusal by implying the bad news.c. A refusal is not so depressing if a suitable compromise, substitute, or alternative is available.d. Messages are far more effective when you describe what you can do instead of what you

can’t do.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

22. Which of the following sentences uses the passive voice to present the bad news?a. We are unable to interview you for the computer technician position at this time.b. Although we were impressed with your application, we have no positions available at this

time.c. Although the computer technician position has been filled, we wish you well in your job

search.d. Both b and c above.


ANS: C DIF: 5 REF: p. 282 OBJ: 10-2 TYPE: ApTOP: Techniques for Delivering Bad New SensitivelyNOT:a. This sentence uses the active voice to present the bad news.b. This sentence uses the active voice to present the bad news.c. This sentence uses the passive voice to present the bad news.d. Only c above uses the passive voice to present the bad news.AAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerationsAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

23. In which of the following sentences has the bad news been placed in a subordinate clause?a. Although our tuition reimbursement program must be discontinued, all other benefits will

remain the same.b. Although all other benefits will remain the same, we must discontinue our tuition

reimbursement program.c. Our tuition reimbursement program must be discontinued.d. We are sorry to announce that our tuition reimbursement program must be discontinued.

ANS: A DIF: 5 REF: p. 282 OBJ: 10-2 TYPE: ApTOP: Techniques for Delivering Bad New SensitivelyNOT:a. In this sentence the bad news has been placed in a subordinate clause.b. In this sentence the bad news has been placed in an independent clause.c. This sentence uses the passive voice, not a subordinate clause, to present the bad news.d. This sentence uses the active voice, not a subordinate clause, to present the bad news.AAC: Tier 1—Communication; Tier 2—Patterns, Standard EnglishAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

24. Which of the following sentences most effectively implies the refusal?a. I’m sorry that I won’t be able to speak at the graduation ceremony, but I’d like to be

considered in future years.b. Although I’ll be in Europe on business on the date of the graduation ceremony, I could speak

to students prior to that date.c. Although I am unavailable to speak at the graduation ceremony, I can recommend another

speaker.d. Thank you for your kind invitation to speak at this year’s graduation ceremony.

ANS: B DIF: 5 REF: p. 282 OBJ: 10-2 TYPE: ApTOP: Techniques for Delivering Bad New SensitivelyNOT:a. “I’m sorry that I won’t be able to speak at the graduation ceremony, but I’d like to be

considered in future years” states the refusal explicitly.b. “Although I’ll be in Europe on business on the date of the graduation ceremony, I could

speak to students prior to that date” effectively implies the refusal.c. “Although I am unavailable to speak at the graduation ceremony, I can recommend another

speaker” states the refusal explicitly.d. “Thank you for your kind invitation to speak at this year’s graduation ceremony” does not

mention the refusal at all.AAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerationsAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion


25. What is the best advice for closing a bad-news letter?a. Apologize sincerely to the reader.b. Give a clear explanation of the reasons for the bad news.c. Restate the bad news to make sure that the reader understands it.d. Close with something forward looking that assumes future business.

ANS: D DIF: 3 REF: p. 282-283 OBJ: 10-2 TYPE: ConTOP: Techniques for Delivering Bad New SensitivelyNOT:a. The closing paragraph of a bad-news message should not offer an apology to the reader.b. The reasons for the bad news should be placed before the bad news, not in the closing of the

letter.c. Don’t refer to the bad news in the closing of the letter.d. Close with something forward looking that assumes future business or a future relationship.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

26. Which of the following would not be included in the closing paragraph of a bad-news message?a. An alternative or compromiseb. Resale or sales promotion informationc. An apologyd. A reference to an enclosed coupon, certificate, or other freebie

ANS: C DIF: 3 REF: pp. 282-283 OBJ: 10-2 TYPE: ConTOP: Techniques for Delivering Bad New SensitivelyNOT:a. The closing paragraph of a bad-news message might include an alternative or compromise,

resale or sales promotion information, or a reference to freebies.b. The closing paragraph of a bad-news message might include an alternative or compromise,

resale or sales promotion information, or a reference to freebies.c. If necessary, apologize briefly in the body of a bad-news letter, not in the closing paragraph.d. The closing paragraph of a bad-news message might include an alternative or compromise,

resale or sales promotion information, or a reference to freebies.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

27. Select the best closing paragraph of a bad-news letter.a. Once again, we want to express how sorry we are that we are not able to offer you the

position.b. We wish you the best in your job search.c. If you have further questions about this decision, please feel free to call me immediately.d. We regret that we are unable to consider your application.

ANS: B DIF: 3 REF: pp. 282-283 OBJ: 10-2 TYPE: ConTOP: Techniques for Delivering Bad New SensitivelyNOT:a. Don’t apologize in the closing paragraph.b. This is an effective closing because it offers good wishes to the reader.c. Don’t invite further correspondence in the closing paragraph.d. Don’t refer to the bad news in the closing paragraph.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion


28. The most effective statement in a letter refusing a request for a donation from an outsider would bea. Even though our budget won’t allow a contribution this year, we hope to be able to

contribute next year.b. Please accept our sincerest apologies for being unable to donate to your cause.c. We are unable to contribute this year because of budget constraints.d. Unfortunately, company policy prevents us from donating to your cause.

ANS: A DIF: 5 REF: p. 283 OBJ: 10-3 TYPE: ApTOP: Refusing Typical RequestsNOTa. “Even though our budget won’t allow a contribution this year, we hope to be able to

contribute next year” is the most effective statement because it implies the refusal and offers an alternative.

b. “Even though our budget won’t allow a contribution this year, we hope to be able to contribute next year” is the most effective statement because it implies the refusal and offers an alternative.

c. “Even though our budget won’t allow a contribution this year, we hope to be able to contribute next year” is the most effective statement because it implies the refusal and offers an alternative.

d. Explain the reasons for refusing a favor rather than saying it’s “company policy."AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

29. The most effective statement in a bad-news message written by a manager to an employee would bea. No, you may not be reimbursed for the extra night you stayed after the conference ended.b. We are so sorry that we are unable to reimburse you for the extra night you stayed after the

conference ended.c. Although your extra night cannot be reimbursed, we will process the remainder of your

expense claim immediately.d. Please be advised that your extra night stay is not reimbursable.

ANS: C DIF: 5 REF: p. 283 OBJ: 10-3 TYPE: ApTOP: Refusing Typical RequestsNOT A-D:“Although your extra night cannot be reimbursed, we will process the remainder of your expense claim immediately” is the most effective statement because it de-emphasizes the bad news by placing it in a subordinate clause. It also emphasizes the good news by placing it in an independent clause.AAC: Tier 1—Communication; Tier 2—Patterns, Purpose, Standard EnglishAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

30. What is the best advice for sending the same information to hundreds of customers?a. Write each customer an individual, personal letter.b. Create one standard form letter to send to everyone since people today expect to receive form

letters.c. Create a form letter that contains the common information, but personalize it for each

customer using your word processor’s merge feature.d. Call each customer individually.

ANS: C DIF: 3 REF: p. 286 OBJ: 10-3 TYPE: ConTOP: Refusing Typical Requests


NOT A-D:When sending the same information to hundreds of customers, it’s most efficient and economical to create a form letter that is personalized for each customer using your word processing merge feature.AAC: Tier 1—Technology; Tier 2—Word ProcessingAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

31. The most effective statement in a bad-news letter declining an invitation would bea. Although I’m already booked the night of your dinner, I would be happy to speak to your

organization sometime next year.b. I regret to inform you that I am unable to speak to your professional organization.c. I’m not interested in addressing your professional organization.d. Although I’m not authorized to tell you why, I can’t speak at your dinner.

ANS: A DIF: 5 REF: p. 287 OBJ: 10-3 TYPE: ApTOP: Refusing Typical RequestsNOT A-D:“Although I’m already booked the night of your dinner, I would be happy to speak to your organization sometime next year” is the most effective statement because it implies the refusal and offers an alternative.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

32. Bad-news letters to customers differ from other bad-news messages in what major way?a. They always include an apology.b. They omit the reasons for the bad news for legal purposes.c. They usually include resale or sales promotion emphasis.d. They always imply the bad news.

ANS: C DIF: 3 REF: p. 288 OBJ: 10-4 TYPE: ConTOP: Delivering Bad News to CustomersNOT A-D:Customer letters differ from other bad-news messages in one major way: they usually include resale or sales promotion emphasis.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

33. What is the first thing most companies do for damage control when a problem arises?a. Consult the company’s legal counsel.b. Call the individual involved, if possible.c. Write a letter to the individual involved.d. Ignore the problem if it is unlikely to happen again.

ANS: B DIF: 3 REF: p. 288 OBJ: 10-4 TYPE: ConTOP: Delivering Bad News to CustomersNOT A-D:When a problem occurs, most companies will first call the customer to describe the problem and apologize; a follow-up letter is then written.AAC: Tier 1—Communication; Tier 2—Patterns, AudienceAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

34. Written messages to customers are important when delivering bad news whena. personal contact is impossible.


b. you need to establish a record of the incident.c. you want to promote good relations.d. All of the above situations would make written messages important.

ANS: D DIF: 3 REF: p. 289 OBJ: 10-4 TYPE: ConTOP: Delivering Bad News to CustomersNOT A-D:Written messages are important when (a) personal contact is impossible, (b) to establish a record of the incident, (c) to formally confirm follow-up procedures, and (d) to promote good relations.AAC: Tier 1—Communication; Tier 2—PatternsAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

35. Which of the following statements is correct?a. In writing to a customer about a problem with an order, it is generally wise to use the direct

pattern if the message has some good-news elements.b. Always use the direct pattern when writing to a customer about a problem with an order.c. Always use the indirect pattern when writing to a customer about a problem with an

order.d. In writing to a customer about a problem with an order, it is generally wise to use the indirect

pattern if the message has some bad-news elements.

ANS: A DIF: 3 REF: p. 289 OBJ: 10-4 TYPE: ConTOP: Delivering Bad News to CustomersNOT A-D:Use the direct pattern in writing to customers about problem orders if the message has some good-news elements.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

36. Which is the most effective statement in a letter to a customer about an order for which the customer has not yet paid?a. We cannot ship your order until we receive your payment.b. Your order will be canceled unless we receive your payment right away.c. As soon as we receive your payment, we’ll ship your order.d. What are you, a deadbeat?

ANS: C DIF: 5 REF: p. 290 OBJ: 10-4 TYPE: ApTOP: Delivering Bad News to CustomersNOT A-D:“As soon as we receive your payment, we’ll ship your order” is the most effective statement because it uses positive language to deliver the message.AAC: Tier 1—Communication; Tier 2—Patterns, Purpose, Rhetorical considerationsAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

37. What is the best advice for writing a letter that turns down a customer’s claim?a. State the bad news objectively or imply it.b. To avoid taking responsibility, be sure to make it clear that the customer is at fault.c. Use strong emotional, subjective language to show the customer how much you care.d. All of the above.

ANS: A DIF: 3 REF: p. 291 OBJ: 10-4 TYPE: Con


TOP: Delivering Bad News to CustomersNOT:a. Stating the bad news objectively or implying it is better than avoiding responsibility or using

emotional, subjective language.b. Don’t blame customers, even if they are at fault.c. Use neutral, objective language to explain why the claim must be refused.d. Stating the bad news objectively or implying it is better than avoiding responsibility or using

emotional, subjective language.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

38. Which is the most effective statement in a letter to a customer denying a claim?a. If you had followed the instructions, you wouldn’t have overheated the battery pack.b. You can purchase a replacement battery pack at a 20 percent discount.c. Per company policy, we are unable to replace battery packs that have been damaged due to

customer misuse.d. We apologize, but unfortunately we cannot replace your battery pack at this time.

ANS: B DIF: 5 REF: p. 291 OBJ: 10-4 TYPE: ApTOP: Delivering Bad News to CustomersNOT A-D:“You can purchase a replacement battery pack at a 20 percent discount” is the most effective statement because it gives the customer a discount without granting the claim to replace the battery pack at no charge.AAC: Tier 1—Communication; Tier 2—Patterns, Purpose, Rhetorical considerationsAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

39. When writing a letter to a customer denying credit, you have four goals. Which of the following is not one of these goals?a. Promising the customer that credit will be granted in the futureb. Retaining the customer on a cash basisc. Avoiding language that causes hard feelingsd. Avoiding disclosures that could cause a lawsuit

ANS: A DIF: 3 REF: p. 291 OBJ: 10-4 TYPE: ConTOP: Delivering Bad News to CustomersNOT A-D:The four goals when writing a letter to a customer denying credit are to (a) avoid language that causes hard feelings, (b) retain customers on a cash basis, (c) prepare for possible future credit without raising false expectations, and (d) avoid disclosures that could cause a lawsuit.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

40. Which is the most effective statement in a letter to a customer denying credit?a. To learn more about your credit record, you may call a TransUnion credit counselor at

(800) 555-5555. b. Your credit history report shows that you are a completely unacceptable applicant.c. Perhaps if you were a more stable person, we would be able to grant you credit.d. Please take your business elsewhere.

ANS: A DIF: 5 REF: p. 292-294 OBJ: 10-4 TYPE: ApTOP: Delivering Bad News to CustomersNOT A-D:


“To learn more about your credit record, you may call a TransUnion credit counselor at (800) 555-5555” is the most effective statement because it avoids possible litigation by offering no explanation of the reasons for the credit refusal.AAC: Tier 1—Communication; Tier 2—Patterns, Purpose, Rhetorical considerationsAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

41. What statement about delivering bad news within an organization is most accurate?a. A tactful tone is useful when communicating bad news within organizations.b. Bad news within organizations should always be delivered using the direct organizational

pattern.c. Generally, bad news within organizations is better received when the reasons are given after

the bad news.d. Bad news within organizations should always be delivered in writing.

ANS: A DIF: 3 REF: p. 293 OBJ: 10-5 TYPE: ConTOP: Delivering Bad News Within OrganizationsNOT:a. Use a tactful tone when communicating bad news within organizations.b. Whether to use a direct or an indirect pattern when delivering bad news within an

organization depends primarily on the anticipated reaction of the audience.c. Generally, bad news within organizations is better received when the reasons are given

before the bad news.d. Bad news within organizations can be delivered in person or in writing, depending on the

situation.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

42. Max discovered that one of his employees has filed a fraudulent expense claim. What is the best advice for Max to deliver the bad news to this employee tactfully, professionally, and safely?a. Max should prepare and rehearse what he will say.b. Max should go alone to the meeting with the employee so that no one else knows about the

episode.c. Max should meet with the employee on a Friday afternoon so that they can both go home

right after.d. Max should do all of the above.

ANS: A DIF: 5 REF: p. 294 OBJ: 10-5 TYPE: ApTOP: Delivering Bad News Within OrganizationsNOT:a. Max should prepare and rehearse what he plans to say so that he is confident, coherent, and

dispassionate.b. Max should consider taking a partner to lend credibility to his view.c. Max should avoid giving bad news on Friday afternoon when his employee will have the

weekend to dwell on it.d. Max should prepare and rehearse what he plans to say so that he is confident, coherent, and

dispassionate.AAC: Tier 1—Communication; Tier 2—Patterns, Purpose, Rhetorical considerationsAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

43. High Tech Solutions is in a budget crunch and plans to make major layoffs next month. What is the best advice for communicating this crisis to employees?a. Because the grapevine is so effective, use this tool to get word out to all employees quickly.b. Deliver the bad news to employees personally if possible.


c. To be upfront about what is going on, announce the bad news in the first sentence of an e-mail message.

d. Let employees learn about the layoffs in the local newspaper.

ANS: B DIF: 5 REF: pp. 294-295 OBJ: 10-5 TYPE: ApTOP: Delivering Bad News Within OrganizationsNOT:a. Morale can be destroyed when employees learn of major events affecting their jobs through

the grapevine.b. When bad news must be delivered to employees, management may want to deliver the news

personally.c. Revealing the bad news bluntly in the first sentence can be too jolting.d. Morale can be destroyed when employees learn of major events affecting their jobs from

news accountsAAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

44. What is of prime importance in breaking bad news to employees?a. Making management look goodb. Avoiding lawsuitsc. Providing clear, convincing reasons that explain the decisiond. Making sure that the bad news is always delivered in person

ANS: C DIF: 3 REF: pp. 294-295 OBJ: 10-5 TYPE: ConTOP: Delivering Bad News Within OrganizationsNOT A-D:Of prime importance in breaking bad news to employees is providing clear, convincing reasons that explain the decision.AAC: Tier 1—Communication; Tier 2—PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

45. Select the best subject line for a memo delivering bad news to employees.a. Discontinuation of Free Parkingb. Change in Parking Benefitc. Parkingd. Major Reduction in Parking Privileges

ANS: B DIF: 5 REF: p. 295 OBJ: 10-5 TYPE: ApTOP: Delivering Bad News Within OrganizationsNOT:a. “Discontinuation of Free Parking” delivers the bad news immediately.b. “Change in Parking Benefit” is the best subject line for a memo delivering bad news to

employees.c. “Parking” is so short and vague that it may cause the reader to delete the message.d. “Major Reduction in Parking Privileges” tells the reader that bad news is coming.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

46. Which of the following is an appropriate statement when saying no to job applicants?a. Other candidates were much more experienced with the software that is used in our

organization.b. We appreciate your interest in our company and wish you every success in your job search.c. I am sorry to inform you that you were not selected for the position of food services


management trainee.d. Even though you were a top candidate for the position, we’re sorry to say that someone else

was selected.

ANS: B DIF: 5 REF: p. 295 OBJ: 10-5 TYPE: ApTOP: Delivering Bad News Within OrganizationsNOT:a. Even if true, this statement is certain to hurt the reader’s feelings.b. This statement is tactful and does not make specific statements as to why the candidate was

not selected.c. This statement is needlessly blunt. d. When refusing job applicants, do not make statements that the candidate might use in a

lawsuit.AAC: Tier 1—Communication; Tier 2—Patterns, Purpose, AudienceAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Receiver reactions, Conclusion

47. Most job refusal lettersa. are general, simple, and short.b. give concrete reasons why the candidate was not hired.c. provide as much information as possible.d. follow the direct pattern.

ANS: A DIF: 3 REF: p. 295 OBJ: 10-5 TYPE: ConTOP: Delivering Bad News Within OrganizationsNOT:a. Job refusal letters should be general, simple, and short.b. Job refusal letters should usually be vague when explaining why the candidate was not

selected.c. To prevent possible lawsuits, avoid providing too much information in job refusal letters.d. Job refusal letters generally follow the indirect pattern.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

48. Select the most accurate statement.a. You can generally expect people from other cultures to react to bad-news messages in the

same way that Americans do.b. Germans prefer to soften bad-news messages with compliments to the reader.c. In Latin countries, bad news must always be reported to superiors.d. In Asian cultures, disrupting the harmony with bad news is avoided.

ANS: D DIF: 3 REF: p. 295 OBJ: 10-6 TYPE: ConTOP: Presenting Bad News in Other CulturesNOT:a. The way bad-news messages are handled varies from culture to culture.b. Germans usually tend to present bad news directly.c. In Latin countries it’s considered disrespectful and impolite to report bad news to superiors.d. In many Asian cultures, bad news is avoided or mentioned only vaguely. AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Diversity; Tier 2—Cultural imperativesAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

49. In announcing bad news, British writers tend toa. consider it disrespectful and impolite to report bad news to superiors.


b. use a similar approach to that of Americans.c. be straightforward because they see no reason to soften the blow.d. soften the message by including a buffer.

ANS: C DIF: 3 REF: p. 295 OBJ: 10-6 TYPE: ConTOP: Presenting Bad News in Other CulturesNOT A-D:British writers tend to be straightforward with bad news, seeing no reason to soften its announcement.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Diversity; Tier 2—Cultural imperativesAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

50. What is important in many high-context cultures?a. Having the ability to say “no” explicitlyb. Presenting bad news using the direct organizational patternc. Avoiding telling white liesd. Saving face

ANS: D DIF: 3 REF: pp. 297-298 OBJ: 10-6 TYPE: ConTOP: Presenting Bad News in Other CulturesNOT A-D:In many high-context cultures, saving face is important.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Diversity; Tier 2—Cultural imperativesAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

TRUE/FALSE

1. Most businesspeople never have to deliver bad news.

ANS: F DIF: 3 REF: p. 274 OBJ: 10-1 TYPE: ConTOP: Strategies for Delivering Bad NewsNOT: Breaking bad news is a fact of business life for nearly every business communicator. In all businesses, things occasionally go wrong.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

2. The bad feelings associated with disappointing news can generally be reduced if the reader is not told the reasons for the rejection.

ANS: F DIF: 3 REF: p. 274 OBJ: 10-1 TYPE: ConTOP: Strategies for Delivering Bad NewsNOT: Telling the reader the reasons for the bad news can help reduce the bad feelings associated with it.AAC: Tier 1—Communication; Tier 2—Patterns, AudienceAAC: Tier 1—Reflective Thinking; Tier 2—Receiver reactions, Conclusion

3. A primary goal when delivering bad-news messages is to maintain a positive image of the writer and the organization.

ANS: T DIF: 3 REF: p. 275 OBJ: 10-1 TYPE: Con


TOP: Strategies for Delivering Bad NewsNOT: A primary goal when delivering bad-news messages is to maintain a positive image of the writer and the organization.AAC: Tier 1—Communication; Tier 2—PatternsAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

4. Revealing bad news slowly and indirectly shows sensitivity to your reader.

ANS: T DIF: 3 REF: p. 275 OBJ: 10-1 TYPE: ConTOP: Strategies for Delivering Bad NewsNOT: You can show sensitivity to your reader by revealing bad news slowly and indirectly.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Receiver reactions, Conclusion

5. Because bad news can be difficult for a reader to accept, it must always be delivered using the indirect method.

ANS: F DIF: 3 REF: p. 276 OBJ: 10-1 TYPE: ConTOP: Strategies for Delivering Bad NewsNOT: Many bad-news letters are best organized indirectly, beginning with a buffer and reasons. However, the direct pattern, with the bad news first, may be more effective when the receiver may overlook the bad news, when organization policy suggests directness, when the receiver prefers directness, when firmness is necessary, and when the bad news is not damaging.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

6. Jesse has already written three letters to a customer whose account is now several months past due. His fourth letter to the customer should use a direct pattern.

ANS: T DIF: 5 REF: p. 276 OBJ: 10-1 TYPE: ApTOP: Strategies for Delivering Bad NewsNOT: Messages that must demonstrate determination, strength, and firmness, such as the fourth in a series of collection letters, should use the direct pattern.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

7. Writing bad-news messages requires less attention to the 3-x-3 writing process than do other types of business messages.

ANS: F DIF: 3 REF: p. 276 OBJ: 10-1 TYPE: ConTOP: Strategies for Delivering Bad NewsNOT: Attention to the 3-x-3 writing process is especially important when writing bad-news messages.AAC: Tier 1—Communication; Tier 2—PatternsAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

8. In order to be actionable (likely to result in a lawsuit), abusive language must be in writing.

ANS: F DIF: 3 REF: p. 277 OBJ: 10-1 TYPE: ConTOP: Strategies for Delivering Bad NewsNOT: To be actionable (likely to result in a lawsuit), abusive language must be “published”—that is, spoken within the presence of others or written.AAC: Tier 1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilities


AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

9. You may be prosecuted for transmitting a harassing or libelous message by e-mail or on a bulletin board.

ANS: T DIF: 3 REF: p. 277 OBJ: 10-1 TYPE: ConTOP: Strategies for Delivering Bad NewsNOT: You may now be prosecuted if you transmit a harassing or libelous message by e-mail or on a bulletin board.AAC: Tier 1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilitiesAAC: Tier 1—Technology; Tier 2—Communication evolution, Asynchronous messagingAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

10. A company can be legally liable for statements sent by an employee in an e-mail message or an instant message through the company’s computer system.

ANS: T DIF: 3 REF: p. 277 OBJ: 10-1 TYPE: ConTOP: Strategies for Delivering Bad NewsNOT: A company may incur liability for messages sent through its computer system by employees.AAC: Tier 1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilitiesAAC: Tier 1—Technology; Tier 2—Communication evolution, Asynchronous messagingAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

11. Because employees act as agents of their organizations, their words, decisions, and opinions are assumed to represent those of the organization.

ANS: T DIF: 5 REF: p. 278 OBJ: 10-1 TYPE: ApTOP: Strategies for Delivering Bad NewsNOT: Business communicators act as agents of their organizations. Their words, decisions, and opinions are assumed to represent those of the organization.AAC: Tier 1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilitiesAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

12. A company should always apologize in the buffer of a bad-news message.

ANS: F DIF: 3 REF: p. 279 OBJ: 10-2 TYPE: ConTOP: Techniques for Delivering Bad News SensitivelyNOT: You should not always apologize in bad-news messages; however, apologize if you or your company erred.AAC: Tier 1—Communication; Tier 2—PurposeAAC: Tier 1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilitiesAAC: Tier 1—Reflective Thinking; Tier 2—Receiver reactions, Conclusion

13. A bad-news message written in the indirect pattern should begin with a buffer.

ANS: T DIF: 3 REF: p. 278 OBJ: 10-2 TYPE: ConTOP: Techniques for Delivering Bad News SensitivelyNOT: An indirect bad-news messages should begin with a buffer, a neutral but meaningful statement that does not mention the bad news.AAC: Tier 1—Communication; Tier 2—Patterns, Purpose


AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

14. Showing thanks to the reader for doing business in the opening is a good way to start a bad-news letter.

ANS: T DIF: 3 REF: p. 279 OBJ: 10-2 TYPE: ConTOP: Techniques for Delivering Bad News SensitivelyNOT: One way to begin a bad-news letter is to convey thanks to the reader for doing business, for sending something, for conveying confidence in the organization, for expressing feelings, or for providing feedback.AAC: Tier 1—Communication; Tier 2—Patterns, Purpose, Rhetorical considerationsAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

15. The most important part of a bad-news letter is the section that explains the reasons for the bad news.

ANS: T DIF: 3 REF: p. 280 OBJ: 10-2 TYPE: ConTOP: Techniques for Delivering Bad News SensitivelyNOT: The most important part of a bad-news letter is the section that explains why a negative decision is necessary.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

16. Company policy does not allow us to display our products at trade shows effectively explains why a writer’s request must be refused.

ANS: F DIF: 5 REF: p. 281 OBJ: 10-2 TYPE: ApTOP: Techniques for Delivering Bad News SensitivelyNOT: Instead of making a blanket policy statement, which many readers resent, explain your company policy so that the reader will understand why such a policy makes sense.AAC: Tier 1—Communication; Tier 2—Patterns, Purpose, AudienceAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

17. Readers often accept bad news better when words such as unfortunately, regret, and misunderstood are used to present the bad news.

ANS: F DIF: 5 REF: p. 281 OBJ: 10-2 TYPE: ApTOP: Techniques for Delivering Bad News SensitivelyNOT: Because the words you use can affect a reader’s response, choose carefully. Avoid words with punitive, demoralizing, or otherwise negative connotations such as unfortunately, regret, and misunderstood.AAC: Tier 1—Communication; Tier 2—Patterns, Purpose, AudienceAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

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

ANS: T DIF: 5 REF: p. 281 OBJ: 10-2 TYPE: ApTOP: Techniques for Delivering Bad News SensitivelyNOT: This sentence de-emphasizes the bad news by placing it in a subordinate clause where the news is not highlighted.AAC: Tier 1—Communication; Tier 2—Patterns, Purpose, Standard English


AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

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

ANS: F DIF: 5 REF: p. 282 OBJ: 10-2 TYPE: ApTOP: Techniques for Delivering Bad News SensitivelyNOT: The bad news in this sentence is delivered using the active voice.AAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Standard EnglishAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

20. Unlike the active voice, the passive voice highlights the action rather than the doer of an action; thus it is a good choice when stating bad news.

ANS: T DIF: 3 REF: p. 282 OBJ: 10-2 TYPE: ConTOP: Techniques for Delivering Bad News SensitivelyNOT: The passive voice highlights the action rather than the doer of the action, thus the passive voice is a good choice when stating bad news.AAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Standard EnglishAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

21. To make sure that it is not overlooked, always state the refusal explicitly in a bad-news message.

ANS: F DIF: 3 REF: p. 282 OBJ: 10-2 TYPE: ConTOP: Techniques for Delivering Bad News SensitivelyNOT: As long as it is clear, the refusal in a bad-news message may be implied.AAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerationsAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

22. A good technique for de-emphasizing the bad news is to place it in the middle of a paragraph.

ANS: T DIF: 3 REF: p. 281 OBJ: 10-2 TYPE: ConTOP: Techniques for Delivering Bad News SensitivelyNOT: An effective technique for de-emphasizing the bad news is to put it between other sentences in the middle of a paragraph.AAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Standard EnglishAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

23. Because we value loyal customers like you, we have enclosed a coupon for $20 off your next meal at P.F. Chang’s is an effective closing statement for a bad-news letter.

ANS: T DIF: 5 REF: p. 282 OBJ: 10-2 TYPE: ApTOP: Techniques for Delivering Bad News SensitivelyNOT: Effective closings for bad-news letters often offer freebies such as coupons, samples, or gifts to restore confidence and to promote future business.AAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerationsAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

24. Because readers are likely to feel hurt after reading a bad-news message, including resale or sales promotion information in the closing is never appropriate.

ANS: F DIF: 3 REF: p. 284 OBJ: 10-2 TYPE: ConTOP: Techniques for Delivering Bad News Sensitively


NOT: When the bad news is not devastating or personal, references to resale information or promotion may be appropriate.AAC: Tier 1—Communication; Tier 2—Patterns, Audience, Rhetorical considerationsAAC: Tier 1—Reflective Thinking; Tier 2—Receiver reactions, Conclusion

25. We again extend our sincere apologies for shipping your order late is an effective closing for a bad-news message.

ANS: F DIF: 5 REF: p. 283 OBJ: 10-2 TYPE: ApTOP: Techniques for Delivering Bad News SensitivelyNOT: This closing is ineffective because it includes an apology and it refers again to the bad news.AAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerationsAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

26. A message rejecting a request for favors, money, information, or action should begin with a statement such as Because our annual budget has already been approved, we are unable to donate to your worthwhile cause this year.

ANS: F DIF: 5 REF: p. 283 OBJ: 10-3 TYPE: ApTOP: Refusing Typical RequestsNOT: Use the indirect pattern with a buffer opening for a message refusing a request for favors, money, information, or action.AAC: Tier 1—Communication; Tier 2—Patterns, Purpose, Rhetorical considerationsAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

27. Because Stacy knows her staff well, she should deliver all bad-news messages to them using the direct organizational pattern.

ANS: F DIF: 5 REF: p. 283-285 OBJ: 10-3 TYPE: ApTOP: Refusing Typical RequestsNOT: Managers may have to deliver some bad news to employees using the indirect organizational pattern in order to avoid hurt feelings or possible litigation.AAC: Tier 1—Communication; Tier 2—Patterns, Purpose, Rhetorical considerationsAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Receiver reactions, Conclusion

28. When declining an invitation, a statement, such as Unfortunately, because of a fully booked schedule, I will be unable to serve as your keynote speaker should be presented by itself in a short paragraph.

ANS: F DIF: 5 REF: p. 287 OBJ: 10-3 TYPE: ApTOP: Refusing Typical RequestsNOT: When declining an invitation, be as positive as possible or offer an alternative: “I am already booked during the dates of your conference, but Krista Johnson may be able to serve as keynote speaker that evening.”AAC: Tier 1—Communication; Tier 2—Patterns, Purpose, Rhetorical considerationsAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

29. When a problem occurs with a customer, it’s best to wait a while before communicating with the customer to give him or her time to cool off.

ANS: F DIF: 3 REF: p. 288 OBJ: 10-4 TYPE: ConTOP: Delivering Bad News to Customers


NOT: Dealing with customer problems immediately is very important in resolving conflict and retaining goodwill.AAC: Tier 1—Communication; Tier 2—Patterns, Purpose, AudienceAAC: Tier 1—Reflective Thinking; Tier 2—Receiver reactions, Conclusion

30. The major way in which bad-news letters to customers differs from other bad-news messages is that customer messages often contain resale or sales promotion material.

ANS: T DIF: 3 REF: p. 288 OBJ: 10-4 TYPE: ConTOP: Delivering Bad News to CustomersNOT: Customer messages differ from other bad-news messages in one major way: they usually include resale or sales promotion emphasis.AAC: Tier 1—Communication; Tier 2—PatternsAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

31. Most companies try to resolve problems and control damage by first writing to the individual involved.

ANS: F DIF: 3 REF: p. 288 OBJ: 10-4 TYPE: ConTOP: Delivering Bad News to CustomersNOT: Whenever possible, problems should be dealt with immediately and personally. That’s why a majority of business professionals strive to control the damage and resolve such problems by first calling the individual involved.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

32. In handling problems with orders, use the indirect pattern unless the message has some good-news elements.

ANS: T DIF: 3 REF: p. 289 OBJ: 10-4 TYPE: ConTOP: Delivering Bad News to CustomersNOT: The indirect pattern is best for messages about problems with orders, unless the message has some good-news elements.AAC: Tier 1—Communication; Tier 2—PatternsAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

33. When denying a claim, use a statement such as If you had read the instruction booklet that came with the air conditioner, you would have known to change the filter every three months to let the customer know why the claim must be refused.

ANS: F DIF: 5 REF: p. 291 OBJ: 10-4 TYPE: ApTOP: Delivering Bad News to CustomersNOT: Do not blame the customer when denying a customer’s claim.AAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerationsAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

34. A letter refusing credit might include a statement such as Cash purchases receive a 2 percent discount.

ANS: T DIF: 5 REF: p. 293 OBJ: 10-4 TYPE: ApTOP: Delivering Bad News to CustomersNOT: Offering a discount on cash purchases in a letter refusing credit encourages the


customer’s continued patronage.AAC: Tier 1—Communication; Tier 2—Patterns, Purpose, Rhetorical considerationsAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

35. The reasons for refusing credit should always be clearly explained.

ANS: F DIF: 3 REF: p. 291 OBJ: 10-4 TYPE: ConTOP: Delivering Bad News to CustomersNOT: To avoid possible litigation, many companies offer no explanation of the reasons for a credit refusal. Instead, they provide the name of the credit-reporting agency and suggest that inquiries be directed to it.AAC: Tier 1—Communication; Tier 2—Patterns, AudienceAAC: Tier 1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilitiesAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

36. Organizations involved in a crisis such as serious financial problems or public controversy know that it is wise to keep the bad news from employees, customers, and stockholders for as long as possible.

ANS: F DIF: 3 REF: p. 294 OBJ: 10-5 TYPE: ConTOP: Delivering Bad News Within OrganizationsNOT: Smart organizations involved in a crisis prefer to communicate the news openly to employees, customers, and stockholders.AAC: Tier 1—Communication; Tier 2—Patterns, AudienceAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

37. Organizations today are experimenting with delivering bad news through communication channels such as e-mail, video, webcasts, and voice mail.

ANS: T DIF: 3 REF: p. 295 OBJ: 10-5 TYPE: ConTOP: Delivering Bad News Within OrganizationsNOT: Organizations are experimenting with other delivery channels for bad news such as e-mail, videos, webcasts, and voice mail.AAC: Tier 1—Communication; Tier 2—Patterns, Purpose, Syn./asyn. choiceAAC: Tier 1—Technology; Tier 2—Communication evolutionAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

38. When denying an application for employment, use a statement such as Even though your credentials for the position of management trainee were about the best of all the candidates, we were forced to select another applicant for the position to help make the applicant feel better.

ANS: F DIF: 5 REF: p. 295 OBJ: 10-5 TYPE: ApTOP: Delivering Bad News Within OrganizationsNOT: To reduce the possibility of a lawsuit, be vague in discussing how a candidate ranked or who was selected.AAC: Tier 1—Communication; Tier 2—Patterns, AudienceAAC: Tier 1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilitiesAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

39. In Latin countries, it is considered disrespectful and impolite to report bad news to superiors.

ANS: T DIF: 3 REF: p. 295 OBJ: 10-6 TYPE: ConTOP: Presenting Bad News in Other Cultures


NOT: In Latin countries it is considered disrespectful and impolite to report bad news to supervisors.AAC: Tier 1—Communication; Tier 2—Patterns, Purpose, AudienceAAC: Tier 1—Diversity; Tier 2—ContextsAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

40. To minimize disappointment, Americans generally prefer to present negative messages directly.

ANS: F DIF: 3 REF: p. 295 OBJ: 10-6 TYPE: ConTOP: Presenting Bad News in Other CulturesNOT: To minimize disappointment, Americans generally prefer to present negative messages indirectly.AAC: Tier 1—Communication; Tier 2—Patterns, AudienceAAC: Tier 1—Reflective Thinking; Tier 2—Receiver reactions, Conclusion

COMPLETION

1. Using the ______________ organizational pattern to deliver bad news shows sensitivity to your reader.

ANS: indirectDIF: 3 REF: p. 275 OBJ: 10-1 TYPE: ConTOP: Strategies for Delivering Bad NewsNOT: Using the indirect organizational pattern to deliver bad news shows sensitivity to your reader.AAC: Tier 1—Communication; Tier 2—Patterns, AudienceAAC: Tier 1—Reflective Thinking; Tier 2—Receiver reactions, Conclusion

2. One primary goal in communicating bad news is to make sure your reader ______________ and accepts the bad news.

ANS: understandsDIF: 3 REF: p. 275 OBJ: 10-1 TYPE: ConTOP: Strategies for Delivering Bad NewsNOT: One primary goal in communicating bad news is to make sure your reader understands and accepts the bad news.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

3. When the reader may overlook the bad news or when firmness is necessary, the ______________ organizational pattern should be used.

ANS: directDIF: 3 REF: p. 276 OBJ: 10-1 TYPE: ConTOP: Strategies for Delivering Bad NewsNOT: When the reader may overlook the bad news or when firmness is necessary, the direct organizational pattern should be used.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

4. ______________ is the legal term for any false statement, written or spoken, that harms an individual’s reputation.

ANS: Defamation


DIF: 1 REF: p. 277 OBJ: 10-1 TYPE: DefTOP: Strategies for Delivering Bad NewsNOT: Defamation is the legal term for any false statement that harms an individual’s reputation.AAC: Tier 1—Ethics; Tier 2—Ethics and MoralsAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

5. When abusive language is written, it is called ______________.

ANS: libelDIF: 1 REF: p. 277 OBJ: 10-1 TYPE: DefTOP: Strategies for Delivering Bad NewsNOT: When abusive language is written, it’s called libel.AAC: Tier 1—Ethics; Tier 2—Ethics and moralsAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

6. When abusive language is spoken, it’s called ______________.

ANS: slanderDIF: 1 REF: p. 277 OBJ: 10-1 TYPE: DefTOP: Strategies for Delivering Bad NewsNOT: When abusive language is spoken, it’s called slander.AAC: Tier 1—Ethics; Tier 2—Ethics and moralsAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

7. The ______________-guy syndrome refers to a situation in which the writer’s statements make the reader feel better but may be misleading or inaccurate.

ANS: goodDIF: 1 REF: p. 278 OBJ: 10-1 TYPE: DefTOP: Strategies for Delivering Bad NewsNOT: The good-guy syndrome refers to a situation in which the writer’s statements make the reader feel better but may be misleading or inaccurate.AAC: Tier 1—Communication; Tier 2—PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

8. A neutral or positive opening that does not reveal the bad news is called a(n) ______________.

ANS: bufferDIF: 1 REF: p. 278 OBJ: 10-2 TYPE: DefTOP: Techniques for Delivering Bad News SensitivelyNOT: A neutral or positive opening that does not reveal the bad news is called a(n) buffer.AAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerationsAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

9. ______________ is the ability to understand and enter into the feelings of another.

ANS: EmpathyDIF: 1 REF: p. 280 OBJ: 10-2 TYPE: DefTOP: Techniques for Delivering Bad News SensitivelyNOT: Empathy is the ability to understand and enter into the feelings of another.AAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerationsAAC: Tier 1—Reflective Thinking; Tier 2—Receiver reactions, Conclusion


10. The most important part of a bad-news message is the section that explains the ______________ for the bad news.

ANS: reasonsDIF: 3 REF: p. 280 OBJ: 10-2 TYPE: ConTOP: Techniques for Delivering Bad News SensitivelyNOT: The most important part of a bad-news message is the section that explains the reasons for the bad news.AAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerationsAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

11. One useful technique for reducing the pain associated with a bad-news message is to place the refusal in a(n) ______________ clause.

ANS: subordinate or dependentDIF: 3 REF: p. 281 OBJ: 10-2 TYPE: ConTOP: Techniques for Delivering Bad News SensitivelyNOT: One useful technique for reducing the pain associated with a bad-news message is to place the refusal in a(n) subordinate or dependent clause.AAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Standard EnglishAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

12. Your memory card reader cannot be repaired at our local facility uses ______________-voice verbs to deliver the bad news.

ANS: passiveDIF: 5 REF: p. 282 OBJ: 10-2 TYPE: ApTOP: Techniques for Delivering Bad News SensitivelyNOT: “Your memory card reader cannot be repaired at our local facility” uses passive-voice verbs to deliver the bad news.AAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Standard EnglishAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

13. The refusal statement in a bad-news message may be ______________, rather than explicit, as long as the refusal is very clear to the reader.

ANS: implicit or impliedDIF: 3 REF: p. 282 OBJ: 10-2 TYPE: ConTOP: Techniques for Delivering Bad News SensitivelyNOT: The refusal statement in a bad-news message may be implicit or implied rather than explicit, as long as the refusal is very clear to the reader.AAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

14. One way to soften bad news in a letter is by suggesting a(n) ______________ to the receiver, such as suggesting that a loan applicant return with a cosigner to reapply.

ANS: compromise or alternativeDIF: 3 REF: p. 282 OBJ: 10-2 TYPE: ConTOP: Techniques for Delivering Bad News SensitivelyNOT: One way to soften bad news in a letter is by suggesting a(n) compromise or alternative to the receiver.AAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations


AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

15. Bad-news messages should always close with a pleasant statement that promotes ______________ and a forward look.

ANS: goodwillDIF: 3 REF: p. 282 OBJ: 10-2 TYPE: ConTOP: Techniques for Delivering Bad News SensitivelyNOT: Bad-news messages should always close with a pleasant statement that promotes goodwill and a forward look.AAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerationsAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion


16. Closing a bad-news message with a statement such as Visit our Web site soon for the best selection of our new fall styles uses ______________ or sales promotion to encourage the customer’s continued patronage.

ANS: resaleDIF: 5 REF: p. 283 OBJ: 10-2 TYPE: ApTOP: Techniques for Delivering Bad News SensitivelyNOT: Closing a bad-news message with a statement such as “Visit our Web site soon for the best selection of our new fall styles” uses resale or sales promotion to encourage the customer’s continued patronage.AAC: Tier 1—Communication; Tier 2—Patterns, Audience, Rhetorical considerationsAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

17. If you need to send the same message to hundreds of customers, it is best to create a ______________ letter using your word processor to save time.

ANS: formDIF: 3 REF: p. 286 OBJ: 10-3 TYPE: ConTOP: Refusing Typical RequestsNOT: Many businesses turn to form letters for identical messages to customers that announce upcoming sales, respond to requests for product information, and update accounts.AAC: Tier 1—Technology; Tier 2—Word ProcessingAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

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

ANS: FairDIF: 3 REF: p. 291 OBJ: 10-4 TYPE: ConTOP: Delivering Bad News to CustomersNOT: The Fair Credit Reporting Act and Equal Credit Opportunity Act state that consumers who are denied loans must receive a notice of “adverse action” explaining the decision.AAC: Tier 1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilitiesAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

19. Letters that say no to job applicants differ from other bad-news messages in that the reasons for the refusal should usually be ______________ rather than specific.

ANS: generalDIF: 3 REF: p. 295 OBJ: 10-5 TYPE: ConTOP: Delivering Bad News Within OrganizationsNOT: Letters that say no to job applicants differ from other bad-news messages in that the reasons for the refusal should usually be general rather than specific.AAC: Tier 1—Communication; Tier 2—Patterns, Purpose, AudienceAAC: Tier 1—Reflective Thinking; Tier 2—Receiver reactions, Conclusion

20. When delivering bad news in other countries, it’s important to remember that in many high-context cultures, saving ______________ is important.

ANS: faceDIF: 3 REF: p. 297 OBJ: 10-6 TYPE: Con


TOP: Presenting Bad News in Other CulturesNOT: When delivering bad news in other countries, it’s important to remember that in many high-context cultures, saving face is important.AAC: Tier 1—Diversity; Tier 2—ContextAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

ESSAY

1. When communicating bad news, business communicators have three primary goals and four secondary goals. List and explain these goals.

ANS: Student answers will vary but should include the following three primary goals and four secondary goals.

Primary Goals:

a. Understanding: Business communicators must make sure the reader understands the bad news. Using clear language helps in achieving this objective.

b. Acceptance: Business communicators must make sure the reader accepts the bad news. The indirect pattern helps in achieving this objective.

c. Positive image: Business communicators must promote and maintain a good image of themselves and their organizations. Realizing this goal assumes that the communicator will act ethically.

Secondary Goals:

a. Reduction in bad feelings: Business communications must use language that shows sensitivity to the reader.

b. Fairness: Business communicators must show the reader that the situation was taken seriously and handled fairly.

c. Message clarity: Business communicators must make the message so clear that additional correspondence is unnecessary.

d. Protection: Business communicators must avoid creating legal liability or responsibility for themselves or their organizations.

DIF: 5 REF: p. 275 OBJ: 10-1 TYPE: ApTOP: Strategies for Delivering Bad NewsAAC: Tier 1—Communication; Tier 2—Patterns, Purpose, Rhetorical considerationsAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

2. List four times when the direct organizational pattern can effectively be used to deliver bad news and give an original example of each.

ANS: Student answers will vary but must include four of the following six situations.

a. When the receiver may overlook the bad news:


Example: You know your reader receives numerous messages every day, usually just skimming them, and you have an important notice about a procedural change that must be communicated immediately.

b. When organizational policy suggests directness:Example: You work for an organizational that expects all internal messages to be straightforward with no frills.

c. When the receiver prefers to directness:Example: You know from experience that your supervisor prefers directness.

d. When firmness is necessary:Example: You are writing the fourth letter in a series of collection letters to a customer whose account is now severely past due.

e. When the bad news is not damaging:Example: You must tell your staff that the parking lot is being repaved and that they’ll have to park on the street for three days.

DIF: 5 REF: p. 276 OBJ: 10-1 TYPE: ApTOP: Strategies for Delivering Bad NewsAAC: Tier 1—Communication; Tier 2—Patterns, PurposeAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion, Theory application

3. You are writing a bad-news letter to the dean of your alma mater, who has asked you to speak at this year’s graduation ceremony, but you have a prior commitment. You must come up with an effective buffer to begin your letter. Decide which technique you’ll use, describe it, and write the actual buffer statement you would use.

ANS: Student answers will vary, but students should select one of the following possible buffers.

Best News: Start with the part of the message that represents the best news.Example: “The students of the University of Virginia’s graduating class of 2010 have worked hard to achieve their goals.”

Compliment: Praise the receiver’s accomplishments, organization, or efforts.Example: “You must be proud of the University of Virginia’s graduating class of 2010.”

Appreciation: Convey thanks to the reader for doing business, for sending something, for conveying confidence in your organization, for expressing feelings, or simply for providing feedback.Example: “You honor me by asking me to speak at this year’s graduation ceremony.”

Agreement: Make a relevant statement with which both reader and receiver can agree.Example: “We both know that the University of Virginia’s graduating class will take the world by storm.”

Facts: Provide objective information that introduces the bad news.Example: “The University of Virginia routinely graduates some of the top students in the country.”

Understanding: Show that you care about the reader.Example: “I know what a special time this is for the University of Virginia’s graduating class of


2010.”DIF: 5 REF: pp. 278-279 OBJ: 10-2 TYPE: ApTOP: Techniques for Delivering Bad News SensitivelyAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerationsAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion, Theory application

4. Many techniques can be used to cushion the bad news. List four of these techniques, and give an original example of each.

ANS: Student answers will vary but should include four of the following techniques:

a. Place the bad news in the middle of a paragraph.Example: “We just learned that when our contract with Park-Ur-Self expires in two months, the annual rate will increase by 20 percent. Because our profits are down this year, we will no longer be able to afford the cost of this contract. We have therefore come up with several ways that you can keep your parking and commute costs down.”

b. Put the bad news in a subordinate clause.Example: “Although I am unable to speak to your class next week, I am available near the end of the month to make a classroom presentation.”

c. Use the passive voice.Example: “An error in the 2008 financial statements was discovered.”

d. Accentuate the positive.Example: “We’ll ship your order as soon as we receive your purchase order.”

e. Imply the refusal.Example: “I’ll be attending a conference in Boston on the date of your annual dinner.”

f. Suggest a compromise or alternative.Example: “Although your credit application cannot be approved, we suggest you reapply with a suitable cosigner.”

DIF: 5 REF: pp. 281-282 OBJ: 10-2 TYPE: ApTOP: Techniques for Delivering Bad News SensitivelyAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerationsAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion, Theory Application

5. Several techniques can be used to close a bad-news message positively. List four of these techniques and give an original example of each.

ANS: Student answers will vary but should include four of the following techniques.

a. End with something forward looking.Example: “We look forward to continuing to assist you with your global expansion needs.”

b. If an alternative exists, end your letter with follow-through advice.Example: “We would be happy to give you advice for submitting your scholarship application next year.”

c. Offer good wishes.Example: “We wish you the best in finding an exciting and challenging position in the


hospitality industry.”

d. Offer freebies.Example: “Enclosed is a coupon for 20 percent off your next purchase at Banana Republic.”

e. Provide resale or sales promotion information.Example: “Be sure to visit our Web site soon for a preview of our exciting new products.”

DIF: 5 REF: pp. 282-283 OBJ: 10-2 TYPE: ApTOP: Techniques for Delivering Bad News SensitivelyAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerationsAAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion, Theory Application

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