BCOM Ch 8 – Flashcard
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45. To achieve the goals of a bad-news message, you should (pg. 188) a. use general language to cushion the negative news. b. persuade the reader that the decision is reasonable. c. apologize for having to make the decision. d. indicate the personal reasons for the decision. e. choose the direct plan based on the "you" attitude.
answer
persuade the reader that the decision is reasonable.
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46. You should use the direct approach for a bad-news message if(pg. 190) a. the reader is not likely to have an emotional response. b. the reader sent you a persuasive letter, not a routine letter. c. the reader is not expecting a negative response. d. the negative news involves a significant matter. e. you do not have a close relationship with the reader.
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the reader is not likely to have an emotional response.
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47. Which of the following is a purpose of a bad-news message?(pg. 188) a. apologizing for inconvenience b. maintaining the reader's goodwill c. requesting that the reader not correspond with you again d. specifying who you are and your importance to the company e. all of these
answer
maintaining the reader's goodwill
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48. One of the objectives of a bad-news message is to(pg. 188) a. say no or convey other bad news. b. apologize to the customer. c. be sure the customer accepts responsibility when it is his or her own fault. d. discourage further correspondence. e. provide as much detail as possible concerning the reasons for the bad news.
answer
say no or convey other bad news.
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49. Content and organization of a bad news message is affected by all of these except the(pg. 189) a. reader's needs. b. reader's expectations. c. reader's personality. d. reader's ability to put himself in the writer's place. e. writer's relationship with the reader.
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reader's ability to put himself in the writer's place.
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63. You can subordinate bad news by (pg. 192-193) a. placing it in the middle of a paragraph. b. including it in the same sentence with a reason. c. stating it in positive language. d. stressing what you can do instead of what you can't do. e. doing all of these.
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doing all of these.
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64. When conveying negative news, you should (pg. 194) a. use but or however as a lead-in to introduce the bad news. b. not apologize for conveying the bad news. c. never imply the negative news. d. use you and your to make the letter seem friendly. e. be evasive to avoid hurting the reader's feelings.
answer
not apologize for conveying the bad news.
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65. Which of the following is the most effective closing paragraph in a bad-news message? (pg. 194) a. You can order replacement paper trays from Computer Graveyard by calling 555-3391. b. I'm truly sorry we can't replace your laser printer. c. If you encounter further problems, please call me. d. Feel free to call me if I can be of further assistance to you. e. Be sure to place another order next month.
answer
You can order replacement paper trays from Computer Graveyard by calling 555-3391.
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66. Which of the following is an example of neutral or positive language you might use to convey bad news about rejecting an idea? (pg. 194) a. Unfortunately, we are unable to use your project idea as submitted. b. The company is cutting costs by postponing any new projects until next year. c. Our company is unable to move ahead on new projects at this time. d. According to company policy, no new projects may be initiated. e. Thank you for your interesting idea, which is impossible to implement at this time.
answer
Our company is unable to move ahead on new projects at this time.
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68. Which of the following sentences would be most effective in a letter communicating the bad news that an employee's idea is being rejected? (pg. 194) a. I hope you realize that no project such as the one you propose has ever been approved. b. Your proposal will not be considered until you submit an accounting of all costs. c. It is impossible to move ahead with your idea at this time because we lack the proper machinery. d. I'm sincerely sorry, but we cannot give you the resources you need for this new project. e. Once our budget allows for equipment upgrades, we will be to handle this type of project.
answer
It is impossible to move ahead with your idea at this time because we lack the proper machinery.
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69. Of the following, the least effective way to end a bad-news message is to offer (pg. 194) a. best wishes. b. a counterproposal. c. subtle sales promotion. d. an apology. e. alternative sources of assistance.
answer
an apology.
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70. One strategy you should not use when refusing a customer's claim is to (pg. 194-195) a. include a neutral-sounding subject line. b. write a pleasant, relevant opening. c. invite further correspondence. d. couch the bad news in impersonal language. e. write a helpful, positive closing.
answer
invite further correspondence.
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71. All of the following are problems to avoid when ending a bad-news message except (pg. 194) a. apologizing. b. anticipating problems. c. inviting needless communication. d. sounding sincere, friendly, and helpful. e. repeating a cliché.
answer
sounding sincere, friendly, and helpful.
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50. The direct organizational plan is used in all of the following circumstances except (pg. 191) a. when bad news is an insignificant matter. b. when the reader prefers a direct approach. c. when giving bad news to subordinates. d. when the reader is not likely to be emotionally involved. e. when the reader is not liked to be seriously disappointed by the decision.
answer
when giving bad news to subordinates.
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51. The indirect approach should be used in bad-news situations when writing to all of the following people except (pg. 191) a. supervisors. b. subordinates. c. readers who prefer the indirect approach. d. readers you don't know. e. customers.
answer
supervisors.
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52. When you use the direct plan for a bad-news message, you should (pg. 190) a. save any mention of the justification for the closing paragraph. b. include a sincere apology in the first paragraph. c. emphasize the reasons before presenting the negative news. d. state the information in language as positive as possible. e. avoid a friendly closing so you won't seem insincere.
answer
state the information in language as positive as possible.
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53. The following conditions for a buffer for a bad-news message are true except: (pg. 191) a. A buffer should not imply either negative or positive news. b. A buffer should be off the topic to avoid direct confrontation. c. A buffer should establish compatibility between reader and writer. d. A buffer should motivate the recipient to continue reading. e. A buffer should avoid trying the reader's patience.
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buffer should be off the topic to avoid direct confrontation.
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54. The purpose of a buffer is to (pg. 191) a. imply the negative news instead of stating it explicitly. b. confuse the reader about the negative news. c. justify your decision for the bad news. d. lessen the effect of negative news. e. state the obvious to pave the way for the bad news.
answer
lessen the effect of negative news.
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55. Which of the following is not a characteristic of an effective buffer for a bad-news message? (pg. 191) a. relevant b. supportive c. neutral d. short e. controversial
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controversial
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56. Which of the following is the most effective buffer? (pg. 191) a. Your store anniversary would be a great opportunity for our firm to promote its products. b. We appreciate your long-standing interest in our products. c. It is with deep regret that I must decline your offer to speak at this year's banquet. d. Please understand that providing "free" products to a charity is costly to any business. e. We have received your letter dated January 23.
answer
We appreciate your long-standing interest in our products.
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57. Which of the following would not make a good buffer? ( pg. 192) a. compliment b. general principle c. understanding d. agreement e. cliché
answer
cliché
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58. One way to justify your decision in a bad-news message is to (pg. 192) a. show how your company benefits. b. state how refusing the idea will benefit the reader. c. cite confidentiality. d. explain that a third party will benefit. e. focus on the negative news rather than the reasons.
answer
explain that a third party will benefit.
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59. When rejecting an idea because it is not in your company's best interests, (pg. 193) a. the rationale should take up most of the message. b. use a direct plan and avoid any buffers. c. mention all reasons, both strong and weak. d. prevent unnecessary communication by giving no reason. e. refer to company policy as a rationale.
answer
the rationale should take up most of the message.
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60. When granting a request is simply not in your company's best interests, (pg. 193) a. explain how the reasons benefit the writer. b. show how a third party will benefit. c. make up a reader benefit if necessary. d. provide a short explanation and let it go at that. e. refer to company policy to show that your hands are tied.
answer
provide a short explanation and let it go at that.
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61. The _____ should take up the bulk of a bad-news message. (pg. 193) a. buffer b. explanation c. negative news d. closing e. apology
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explanation
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62. Which of the following should not be a practice in discussing rationale in a bad-news message? (pg. 193) a. Explanations should convince the reader that the decision is reasonable. b. Reasons should be presented convincingly and honestly. c. The receiver of third-party benefits should be discussed. d. Don't sound selfish. e. Use company policy to reinforce reasons.
answer
Use company policy to reinforce reasons.
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72. A key factor in offering a counterproposal is to (pg. 194) a. provide all the information the reader needs to follow through. b. make it subtle. c. make it brief. d. offer cash incentives. e. combine it with reinforcement of the action in the letter.
answer
provide all the information the reader needs to follow through.
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67. When using the indirect organizational plan, you can communicate the bad news by doing all of the following except (pg. 194) a. placing it in the middle of a paragraph. b. including it in the same sentence with a reason. c. introducing it after the words but and however. d. stressing what you can do instead of what you can't do. e. using impersonal wording to distance the reader from the news.
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introducing it after the words but and however.
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73. All the following are true when you must reject a person's idea or proposal except: (pg. 196) a. Consider the energy and care with which the person generated the document. b. Consider that the reader assumes the proposed idea is worthy. c. Consider that the reader is unsure of the response. d. Consider that the reader may personalize the negative response. e. Consider that the individual probably did considerable research.
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Consider that the reader is unsure of the response.
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74. Rejecting someone's idea or proposal can be extremely challenging because (pg. 196) a. few form letters on which to model your letter exist. b. you may also have to fire the employee for coming up with the idea or proposal. c. the person probably has invested a considerable amount of time developing the idea. d. you do not want the reader submitting any more ideas or proposals. e. most employees have low self-esteem, which you want to delicately maintain.
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the person probably has invested a considerable amount of time developing the idea.
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75. Your manager asks you to take her place and prepare a speech for next Tuesday's community fund drive. Because your in-laws are arriving that night, you write a note refusing this request for (pg. 196) a. a routine favor and use the direct organizational plan. b. a significant favor and use the indirect organizational plan. c. a claim and use the direct organizational plan. d. an idea and use the direct organizational plan. e. an adjustment and use the indirect organizational plan.
answer
a significant favor and use the indirect organizational plan.
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76. One general guideline for writing a message saying that you are not granting a routine favor is to (pg. 196) a. use the indirect organizational plan. b. assume that the reader expects a negative response. c. provide a lengthy list of reasons. d. avoid offering any justification. e. mention your refusal in the first paragraph.
answer
mention your refusal in the first paragraph.
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77. When refusing a request for a significant favor, you should (pg. 196) a. use the direct organizational approach. b. write a routine response. c. offer a buffer before saying no. d. emphasize the negative news. e. write in the spirit of reciprocity.
answer
offer a buffer before saying no.
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78. When you use the direct organizational plan in a message refusing a small favor, you should (pg. 196) a. save the bad news for the final paragraph. b. present the bad news without any introduction. c. reciprocate to maintain the reader's future goodwill. d. use a polite buffer and explain your rationale in a few words. e. offer a brief, sincere apology in your first paragraph.
answer
use a polite buffer and explain your rationale in a few words.
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79. Your manager asks you to take his place at a monthly industry dinner Tuesday evening, but your in-laws arrive that night. You write a note refusing this request for (pg. 196) a. a routine favor and use the direct organizational plan. b. a significant favor and use the indirect organizational plan. c. a claim and use the indirect organizational plan. d. an idea and use the direct organizational plan. e. an adjustment request and use the direct organizational plan.
answer
a routine favor and use the direct organizational plan.
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80. One reason to avoid refusing a claim in the first paragraph is that you (pg. 198) a. lack the spirit of reciprocity. b. may lose the reader's goodwill. c. leave a strong buffer to justify your decision d. should use the direct organizational plan. e. want to clarify your rationale immediately.
answer
may lose the reader's goodwill.
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81. All of the following about refusing a claim are correct except(pg. 198) a. Use the indirect approach. b. Convey respect and consideration for the writer with the correct tone. c. Do not accuse or lecture the reader. d. Do not imply your company holds any responsibility. e. Discuss the explanation in impersonal language.
answer
Do not imply your company holds any responsibility.
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82. If you want to offer a compromise rather than reject a customer's claim, you should (pg. 198) a. place it before or make it a part of the closing. b. position the counteroffer in the first paragraph. c. buffer the compromise within the middle paragraph. d. mention the compromise before giving the bad news. e. use a complex or compound sentence.
answer
place it before or make it a part of the closing.
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83. In explaining the reasons for a claim refusal, the writer should (pg. 198) a. lecture the reader as to what he or she did wrong. b. use personal language, such as you and your. c. demand respect from the reader. d. not appear to accept responsibility for the problem. e. avoid explaining why the claim is being denied.
answer
not appear to accept responsibility for the problem.
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84. Resale in a claim refusal may be appropriate in which of the following situations? (pg. 200) a. to restate some of the benefits that led the reader to purchase the product in the first place b. if you want the reader to continue to be a customer c. if the resale doesn't sound so strong it might annoy an already unhappy customer d. to rebuild the customer's confidence in the product e. all of these
answer
all of these
