Business Communication
A Problem-Solving
Approach,2024 By Lentz
(Test Bank All Chapters,
100% Original Verified, A
+ Grade) Answers at the
end of each chapter.
Part 1: Chapter 8-14
Part 2: Chapter 1-7
, Part 1: Chapter 8-14
Chapter 8
Student name:__________
1) Negative news is received more positively when it is stated first, followed by an explanation.
⊚ true
⊚ false
2) If you think that your negative news will be accepted routinely, you might consider writing
your message using the direct order.
⊚ true
⊚ false
3) A preliminary explanation in a bad-news message cushions the shock of bad news.
⊚ true
⊚ false
4) In a bad-news message, a positive buffer usually simply acknowledges your receipt of the
reader’s earlier message.
⊚ true
⊚ false
5) In a bad-news message, a strategic buffer explicitly indicates that negative news is coming.
⊚ true
⊚ false
6) You should write a bad-news message in a way that will help the reader accept the news as
positively as possible.
⊚ true
⊚ false
7) One useful technique for presenting bad news positively is to avoid the use of the first- or
second-person point of view when presenting your reasoning.
⊚ true
⊚ false
Version 1 1
,Chapter 8
8) After reading bad news, readers usually appreciate a sincere apology more than an alternative
solution.
⊚ true
⊚ false
9) When refusing a request, you should begin the message with a buffer that sets up the
discussion.
⊚ true
⊚ false
10) The following opening for a refused request will most likely build goodwill:
“We cannot grant your request to use our company’s grounds for a school outing because our
company policy prohibits this.”
⊚ true
⊚ false
11) In a message refusing a request, the refusal should be presented at the end of a paragraph as it
is the most negative part of the message.
⊚ true
⊚ false
12) If you are writing a request refusal when you are completely in the right, you can use harsh
or defensive language to firmly establish why the refusal must be made.
⊚ true
⊚ false
13) When you anticipate that the reader will grant an adjustment to your claim, using the direct
approach is suitable.
⊚ true
⊚ false
Version 1 2
, Chapter 8
14) A direct claim should begin with a buffer.
⊚ true
⊚ false
15) Myra anticipates that the company’s reaction to her claim will be negative, so she should use
a direct claim.
⊚ true
⊚ false
16) In the body of an indirect claim message, the words describing the problem should be
courteous, yet firm, giving the reader enough factual information to judge the matter.
⊚ true
⊚ false
17) Adjustment refusals are used only when the reader has refused to pay the amount owed.
⊚ true
⊚ false
18) Most companies do not have clear and reasonable guidelines for what constitutes a legitimate
adjustment request.
⊚ true
⊚ false
19) The biggest difference between an adjustment refusal and other refusal messages is that
adjustment refusals begin with a buffer.
⊚ true
⊚ false
20) When making a negative announcement, you should remember that an indirect, tactful
approach is usually better than an aggressive approach.
⊚ true
⊚ false
Version 1 3
A Problem-Solving
Approach,2024 By Lentz
(Test Bank All Chapters,
100% Original Verified, A
+ Grade) Answers at the
end of each chapter.
Part 1: Chapter 8-14
Part 2: Chapter 1-7
, Part 1: Chapter 8-14
Chapter 8
Student name:__________
1) Negative news is received more positively when it is stated first, followed by an explanation.
⊚ true
⊚ false
2) If you think that your negative news will be accepted routinely, you might consider writing
your message using the direct order.
⊚ true
⊚ false
3) A preliminary explanation in a bad-news message cushions the shock of bad news.
⊚ true
⊚ false
4) In a bad-news message, a positive buffer usually simply acknowledges your receipt of the
reader’s earlier message.
⊚ true
⊚ false
5) In a bad-news message, a strategic buffer explicitly indicates that negative news is coming.
⊚ true
⊚ false
6) You should write a bad-news message in a way that will help the reader accept the news as
positively as possible.
⊚ true
⊚ false
7) One useful technique for presenting bad news positively is to avoid the use of the first- or
second-person point of view when presenting your reasoning.
⊚ true
⊚ false
Version 1 1
,Chapter 8
8) After reading bad news, readers usually appreciate a sincere apology more than an alternative
solution.
⊚ true
⊚ false
9) When refusing a request, you should begin the message with a buffer that sets up the
discussion.
⊚ true
⊚ false
10) The following opening for a refused request will most likely build goodwill:
“We cannot grant your request to use our company’s grounds for a school outing because our
company policy prohibits this.”
⊚ true
⊚ false
11) In a message refusing a request, the refusal should be presented at the end of a paragraph as it
is the most negative part of the message.
⊚ true
⊚ false
12) If you are writing a request refusal when you are completely in the right, you can use harsh
or defensive language to firmly establish why the refusal must be made.
⊚ true
⊚ false
13) When you anticipate that the reader will grant an adjustment to your claim, using the direct
approach is suitable.
⊚ true
⊚ false
Version 1 2
, Chapter 8
14) A direct claim should begin with a buffer.
⊚ true
⊚ false
15) Myra anticipates that the company’s reaction to her claim will be negative, so she should use
a direct claim.
⊚ true
⊚ false
16) In the body of an indirect claim message, the words describing the problem should be
courteous, yet firm, giving the reader enough factual information to judge the matter.
⊚ true
⊚ false
17) Adjustment refusals are used only when the reader has refused to pay the amount owed.
⊚ true
⊚ false
18) Most companies do not have clear and reasonable guidelines for what constitutes a legitimate
adjustment request.
⊚ true
⊚ false
19) The biggest difference between an adjustment refusal and other refusal messages is that
adjustment refusals begin with a buffer.
⊚ true
⊚ false
20) When making a negative announcement, you should remember that an indirect, tactful
approach is usually better than an aggressive approach.
⊚ true
⊚ false
Version 1 3
