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16. Which of the following is an advantage of delivering bad news personally?

(A) It carries no discomfort.

(B) It stops any potential escalation of emotion.

(C) It enables immediate feedback.

(D) It eliminates nonverbal cues.

17. If the bad news appears in the first sentence of a message, the receiver will:

(A) easily accept the reasons that follow.

(B) curb the urge to counter-argue.

(C) react in a negative manner.

(D) concentrate on understanding the supporting details.

18. Exceptions to the use of inductive approach for bad-news messages include:

(A) messages addressing a significant matter.

(B) messages intended to demonstrate the sender's authority.

(C) messages responding to legal and ethical requests.

(D) messages containing constructive criticism.

19. Which of the following sentences is a good example of a buffer for a bad-news message?

(A) I am writing in response to your claim request.

(B) I can understand how you felt when you had to pay $168.

(C) Your credit application was reviewed by two loan officers.

(D) Your timely bill payments are greatly appreciated.

20. Which of the following is an idea that can be incorporated into effective beginning paragraphs?

(A) A counterproposal

(B) A criticism

(C) A redaction

(D) A resale

21. Nancy, a recruiter at Zendyll Inc., often has to deliver negative news to job applicants who were not hired by the company. Which of the following techniques could Nancy use to subordinate bad news?

(A) Focus on the pleasant instead of the unpleasant.

(B) Position the bad news in the first sentence.

(C) Use active voice and action verbs.

(D) Use definite statements about the bad news.

22. Which of the following statements is true about a counterproposal?

(A) It increases the need to state the refusal directly.

(B) It transitions the reader from  the bad news to its reasoning.

(C) It helps preserve the relationship with the receiver.

(D) It always precedes the refusal.

23. A person must deny an unsubstantiated claim from  a customer. Using a sentence such as "You are encouraged to make purchases at a discount next month" illustrates a         .

(A) counterproposal

(B) review

(C) compliment

(D) criticism

24. When  offering a counterproposal or silver lining statement, care must be taken to ensure that the idea          .

(A) does not seem superficial

(B) minimizes the recipient's situation

(C) restates the refusal directly

(D) emphasizes the unpleasant part of the message

25. The final sentence of a bad-news message should       .

(A) restate the refusal tactfully

(B) emphasize the unpleasant part of the message

(C) include a forward-looking proposal

(D) encourage future controversy

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