BCOM Chapter 11

Face-to-face performance reviews

are stressful for both managers and employees. tend to be more stressful when they are negative. are a regular occurrence for most professionals.

The statement designed specifically to soften the blow at the beginning of a bad-news message is known as a

buffer

In a business situation, after delivering bad news and explaining why things turned out this way, you should

discuss what this development means for the recipients.

In direct bad-news messages,

the bad news is delivered, then a rationale is provided.

When discussing bad news,

the delivery of the message can be more important than the content.

You should review bad-news messages

to make sure you are being respectful. because recipients may misinterpret the news. before the bad news is sent.

Maria responds to a colleague's idea by saying, "No, that will never work. It's completely inappropriate. Thanks so much, though." This is an example of

token appreciation.

Showing sincere concern in a bad-news message is largely a question of

tone.

During the delivery of bad news,

it is important to notice the recipient's nonverbal behavior. a positive tone can make people feel positive about receiving negative feedback. a negative tone can make people feel negative about receiving positive feedback.

Research indicates that when banks told customers why they reached bad-news decisions,

it increased the trust that customers felt toward the banks.

The failure to share bad news within an organization

leads to lower morale within the organization. sometimes happens because employees don't want to be blamed when things go wrong. gives top-level officials the impression that things are more positive than they actually are.

Which three of the following are poor examples of delivering bad news in writing to colleagues?

a vague explanation of the problem an attempt to "sugarcoat" the bad news emphasizing only the needs of the company

Which of the following would be the least-effective way to follow up a negative performance review of an employee?

painting a broad picture of what is expected from the employee

The most effective way to deliver bad news with medium to high severity to a long-time business partner or client would be to communicate

in person.

The yes-but statement is usually a poor way of turning down a colleague's idea because it often

seems insincere. implies that the idea was never taken seriously. seems manipulative.

Which of the following is a recommended guideline for delivering bad news?

Get to the bad news fairly quickly.

Which of the following are common types of buffers for bad-news messages?

appreciation giving a compliment a neutral statement

Face-to-face performance reviews

are often intensely stressful for managers

True or false: For most bad-news messages, the rationale for the bad news is given first.

True

A teaser message

prepares bad-news recipients emotionally signals upcoming bad news. does not reveal specific information.

Delivering bad news with the feelings of the recipient in mind involves

stating the bad news quickly. explaining why the decision was made. keeping any buffer statement short.

One important consideration when delivering bad news to customers is to

avoid placing the blame for the situation on them.

What three aspects of bad news should you consider when deciding how to deliver the message?

controllability likelihood severity

How much the recipient can affect the outcome of bad news is called

controllability.

When delivering bad news, you should

discuss steps that can be taken to overcome the current situation. take a positive tone as you discuss solutions. suggest solutions that the recipient can control.

Which of the following best explains why you should control your emotions when receiving a negative performance review?

Negative emotions can lead to counterproductive responses.

Which of the following are ways in which you can make the situation better for recipients of bad news?

Use the right mix of communication channels. Understand how the news affects recipients. Deliver the news in a timely manner.

Why might it be useful to create templates for bad-news letters to customers?

You may not have time to write original letters to each customer.

Some advantages of delivering bad news in person include the ability to do which three of the following?

get instant feedback from recipients respond quickly to recipients' uneasiness use nonverbal cues to show that you care

When reviewing a poor performer, you should

make sure the person understands the need for improvement.

The filtering of bad news at each level of an organization is known as

the mum effect.

Considering how bad news affects others is one application of the

FAIR test.

During a performance review, sandwiching bad news between good news

can give the false impression that underperformance is acceptable.

A teaser message is a

type of buffer.

Which of the following are true when breaking bad news to external partners?

A written message should include token appreciation. A written notice usually calls for a follow-up phone call or visit. The richness of the channel should increase with the severity of the news.

Why is it important to gather facts from a variety of sources so you can make fair, objective decisions before delivering bad news?

Although the situation might be upsetting, usually the solution should not be based on emotion. Your initial interpretation of the situation might not be the only valid way to look at it. Since the consequences of the bad news might be severe, you should be sure of the facts and possible solutions.

Which three of the following should be done when giving a negative performance review?

Ask the employee why the performance is not better. Seek solutions that emphasize optimism for the employee's future with the company. Explain how poor individual performance affects the organization.

Which one of the following statements is true?

Bad news can be delivered using a mix of channels appropriate for a given situation.

Which of the following were findings from research on the delivery of bad news in the financial industry?

Complete explanations drastically increased customers' trust in the bank. Customers suspect banks that use vague language. Clear, specific language promotes trust.

True or false: Even if the bad news you deliver is of a temporary nature, you should focus on the reasons for the bad news and discuss solutions later.

False

Why should a manager establish measurable performance goals for employees?

Goals give the employee an objective way of meeting expectations.

Which of the following questions should you ask when applying the FAIR test?

How does my communication impact stakeholders? How accessible or transparent are my motives and reasoning? How factual is my communication?

Which of the following are true about discussing the short-term effects of bad news?

It is important to discuss what the bad news means to recipients, instead of minimizing it. Skipping a discussion of the negative impact on the recipients will make them see you as detached from their needs.

Which of the following statements about performance feedback are true?

It is important, even if it is negative. It helps you improve your skills. It can be counterproductive if you react to it improperly.

Which of the following are recommended practices for written bad-news communications to customers?

Point out alternatives the customer can control. Include the same basic elements as other bad-news messages.

What are some differences between evaluating excellent performers and evaluating poor performers?

The message for excellent performers should be generally positive. Poor performers should be told that they must improve.

Which of the following statements about bad-news messages are correct?

They can be delivered through a mix of channels. Sometimes it is preferable to deliver them in writing. They are usually best delivered vocally, face to face.

Which of the following considerations in timing the delivery of bad news are true?

You can lose credibility if others think you have wrongfully waited to deliver bad news. If you deliver bad news without knowing the details, you can create unnecessary worry.

When delivering bad news, it is important to

be honest and open.

In a bad-news message, a buffer

should appear at the beginning of a message.

Reframing statements refer to

turning a negative emotion into a productive response.

It is usually acceptable to provide written notice of bad news to external partners

when the bad news is not severe. when your audience prefers corresponding in written form. if you are replying to a written request.

To express sympathy for people who are receiving bad news, you should

show genuine concern and appreciation.

What are some of the drawbacks to delivering bad news in writing?

If the recipient misunderstands the message, you cannot explain immediately. It might seem callous or impersonal.

Why should you give feedback only on observable behaviors during a performance review?

If you focus on attitudes, you will seem judgmental. The employee is less likely to become defensive. You can never be sure that you know someone's thoughts and feelings.

Which of the following are recommendations for good business practice when writing a bad-news message to a customer?

Express concern about the customer's situation. Explain in detail what options the customer could pursue. Avoid blaming the customer for the problem.

True or false: Reviewing bad-news messages is important only for written bad-news messages.

False

Which of the following are good strategies to use when delivering negative performance reviews?

Investigate reasons for the person's inadequate work. Mention that poor performance limits the person's opportunities at the company. Explain that the employee's underperformance affects the organization.

Which three of the following statements are true about getting others to review your bad-news messages?

It is inappropriate for others to review the messages if the news is personal or confidential. It is usually fine for others to review the messages if the news is to be delivered to groups of customers. Having others review your message can give you a neutral, objective view.

Which of the following are accurate statements about the sandwich approach in performance reviews?

It is less effective for employee improvement than emphasizing the bad news. It occurs when a manager compliments an employee, then gives negative feedback followed by positive comments. It sometimes promotes the continuation of poor performance.

Which of the following qualities should the tone of a bad-news message have?

It should be appropriately positive. It should recognize how the bad news affects the recipient. It should show true concern.

When a colleague approaches you with a request or an idea, what are the best tactics for turning it down without destroying the working relationship?

Mention shared values and principles. Invite the person to offer additional solutions. Listen respectfully while the person talks.

Why might you write a bad-news message and then wait to read it again a few days later before sending the message?

Strong emotions from your having just learned about the bad news may have influenced the tone you used when writing the message.

Which of the following statements are true about bad-news messages?

They should show goodwill toward the recipients. They should be delivered promptly. They can be delivered through different appropriate channels.

Which of the following are examples of good practices in delivering bad news in writing to colleagues?

a buffer statement to soften the impact an optimistic statement about future opportunities a clear explanation of the rationale behind the company's moves.

Which of the following would be a good example of a buffer in a bad-news message?

a neutral statement in the subject line of an email

To soften the blow of bad news in written communications. you could use

a neutral subject line for the message. a buffer statement.

Which of the following are appropriate for an effective delivery in person of bad news to a client?

an explanation of how the news will immediately affect the person's situation a rationale followed by the bad news a buffer to let the person get ready emotionally to hear the news

It makes sense to provide bad news in writing to external partners when you

are replying to a written request.

How can people boost their credibility when delivering bad news?

bear responsibility for their own role in the situation tell the truth in difficult situations try to lessen the negative impact on others who are involved

Online performance reviews have

become an increasingly popular option for companies.

Enlisting the help of others to review bad-news messages

can often be quite helpful.

Rereading bad-news messages several times before sending them

can prevent time being wasted due to misunderstandings. can allow you to remove emotionally charged words and soften the tone. helps you try to see the message from the perspective of the recipients.

When making decisions concerning bad news, you should

collect information from different sources. remove defensiveness and favoritism from your judgment. evaluate your own emotions.

When giving a negative performance review of an employee, you should

comment only on things that you have observed, not thoughts and feelings.

Important aspects of delivering bad news include

delivering it in such a way that it shows goodwill toward the recipient. leaving open the possibility of working with the recipient in the future. striving to avoid burning bridges with the recipient.

When delivering most bad-news messages, you should

ease into the bad news to give the recipient time to adjust to the shock.

One important aspect of delivering bad-news messages is to

give the news without waiting too long.

Seeking performance feedback at work

helps you develop skills to move ahead.

Which of the following demonstrate examples of reframing?

instead of withdrawing because you fear being rejected by your boss, deciding that your job performance isn't related to whether your boss likes you instead of complaining because you feel anger over being ignored, deciding that it is your responsibility to seek guidance from your boss instead of feeling defensive and not supporting the boss, deciding that being defensive prevents you from finding out what the boss thinks

When laying off an employee or turning down a customer claim or a supplier, you should

leave open the possibility of working with the person in the future.

Accepting negative feedback from performance reviews

may involve feelings of fear or anger. requires recognizing and naming negative emotions. requires a great deal of emotional intelligence.

Templates for bad-news letters to customers are useful because

most complaints fall within a few general categories. they can easily be modified for individual circumstances.

When employees share bad news impersonally,

organizations exhibit lower morale.

When important decisions must be made, but there is not yet much information available,

people tend to spread rumors about what is happening. people frequently assume the worst. leaders lose credibility if people think they are withholding information.

Research has shown that

poor delivery of bad news may drive employees to seek new jobs elsewhere. delivery of bad news through an impersonal email is an unwise business practice. within the company, bad-news messages should show appreciation and indicate what is likely to happen next.

Bad-news messages

require more of an effort to serve others than other message types.

The primary advantage of online performance evaluations is

the ability to give feedback to employees more often.

When turning down an idea or request from a colleague, it is important to avoid

the appearance of moral superiority.

One major difference between direct and indirect bad-news messages is that

the order of delivering the news and providing a rationale are switched.

A poor practice for delivering bad news in writing to a customer would be to

use an accusatory tone.