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Chapter_7___8.docx.
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Exam of 24 pages for the course ODP Exam II at ODP Exam II (Chapter_7___.)
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QUESTION 11. Face-to-face delivery of bad news increases the probability of
misinterpretation of the news.
True
False
1 points
QUESTION 2
1. Email is the most effective channel for communicating negative organizational news.
True
False
1 points
QUESTION 3
1. An expression of gratitude could be used as a positive beginning to a
bad-news message.
True
False
1 points
QUESTION 4
1. Reframing negative situations is almost always a preferred method for dealing with bad news
unless doing so is deemed manipulative or deceptive.
True
False
1 points
QUESTION 5
1. Claim refusals are not necessary when a warranty does not apply or has expired or a customer has
misused a product.
True
False
1 points
QUESTION 6
1. When delivering negative organizational news, it is not necessary to give out every minute detail
to the external stakeholders of the organization.
True
, False
1 points
QUESTION 7
1. Issuing a one-line statement using "company policy" as the reason is considered to be adequate
while rejecting employee requests.
True
False
1 points
QUESTION 8
1. When a message contains a request that must be refused and another
that is being answered favorably, the refusal must always be stated first.
True
False
1 points
QUESTION 9
1. The Equal Credit Opportunity Act requires that a credit applicant be notified of the credit decision
within 10 calendar days following application.
True
False
1 points
QUESTION 10
1. Credit refusals cannot serve as order acknowledgments when requests for credit are accompanied
with an order.
True
False
1 points
QUESTION 11
1. The best reason for a refusal is "company policy" because it requires
no further explanation.
True
False
1 points
QUESTION 12
1. The statement preceding the refusal in the introductory paragraph of a
bad-news message should imply that an affirmative decision will follow.
, True
False
1 points
QUESTION 13
1. Using the deductive outline helps subordinate the refusal in a bad-
news message so that the reasons get the deserved emphasis.
True
False
1 points
QUESTION 14
1. Offering a counterproposal in a bad-news message can assist in
preserving future relationships with the audience.
True
False
1 points
QUESTION 15
1. Effective managers recognize that employee morale and public goodwill are easy to repair even
after they are damaged.
True
False
1 points
QUESTION 16
1. It is a good idea to use the deductive approach for refusing requests
for a favor, an action, or even a donation.
True
False
1 points
QUESTION 17
1. Placing a refusal in the first sentence of a message can be justified if
the message is the second response to a repeated request.
True
False
1 points
QUESTION 18
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