BCOMM Chapt 11 Bad News Messages

Bad-news messages a. Require more of an effort to serve than other message types b. Typically generate little emotion in deliverer. c. should be delivered as late as possible, to soften the blow. d. Typically include many technical details and specifications

a. Require more of an effort to serve than other message types

A potential employee of you company was interviewed but did not get the job. You are tasked with finding the best solution while maintaining the integrity of the company. Which of the follow would not be a professional way to handle the situation? A) courtesy phone call stating the job has been filled B) An Email thanking the individual for applying and wishing them luck in the future C) Not responding and individual D) Sending an email to all that applied stating the position is filled and thanking them for their interest.

C) Not responding and individual

Which is not a way to deliver your bad news message? A) Avoid abusive language or behavior. B) Avoid contradictions and absolutes. C) Avoid confusion or misinterpretation. D) Maintain authority and not allow an explanation E) Maintain respect and privacy.

D) Maintain authority and not allow an explanation

When discussing bad news, a. The delivery of the messages can be more important than the content b. It is wise to avoid giving any nonverbal clues that show your concern c. The recipient's nonverbal behavior should be ignored d. Any emotion shown during the delivery will have little influence on the future

a. The delivery of the messages can be more important than the content

Chris has frequently been late for work, and the problem has grown worse over the last two weeks. The tardiness is impairing not only Chris's performance, but also that of the entire work team. Your manager has instructed you to put an end to it. The desired result is for Chris to stop his tardiness behavior and improve his performance. A) stop by Chris's cubicle and simply say, "Get to work on time or you are out"; B) invite Chris out to a nice lunch and let him have it; C)write Chris a stern e-mail; D)ask Chris to come to your office and discuss the behavior with him in private.

D)ask Chris to come to your office and discuss the behavior with him in private.

Which is NOT one of the four main parts of a bad news message: A) Buffer or cushion B) Explanation C) Negative news D) Redirect E) verbal warning restated

E) verbal warning restated

When delivering a bad news message in person it is better to express your feelings even if you are upset and not fully prepared True/ False

False

One important aspect of delivering bad news messages is to a. deliver the news without waiting too long b. avoid the urge to discuss the long-term outlook c. deliver the news bluntly so it will seem better later d. choose one trusted channel to convey the message

a. deliver the news without waiting too long

Showing sincere concern in a bad news message is largely a question of a. tone b. pity c. authority d. deceit

a. tone

A statement to establish common ground, show appreciation, state your sympathy, or otherwise express goodwill is a ________ a. Teaser message b. Buffer c. Controlled message d. Persuasive message

b. Buffer

Which of the following is a recommended guideline for delivering bad news? a. Skirt around the bad news to protect the person's feelings b. Get to the bad news fairly quickly c. Focus less on facts and more on personal connections d. Repeatedly explain how you feel bad for the person

b. Get to the bad news fairly quickly

Which of the following communication channels should ideally be used for a bad news message that is characterized by high severity and high controllability? a. a phone call b. a personal meeting c. an email d. a video call e. a memo

b. a personal meeting

When delivering a bad news message, you should maintain the relationship, even if a formal associate Is being terminated True/ False

True

_________ is done by honesty and openness. a. Maintaining credibility b. Stability c. Buffering d. Controlling

a. Maintaining credibility

One important consideration when delivering bad news to customers is to a. make sure they understand that they have little control over the situation b. avoid placing the blame for the situation on them c. explain in detail why you cannot give them what they want d. protect the company from liability by repeatedly pointing out the customer's mistakes

b. avoid placing the blame for the situation on them

When giving a negative performance review of an employee, you should a. focus only on the attitude of the employee b. comment only on things that you have observed, not thoughts or feelings c. act as if the employee has personally hurt your feelings d. provoke the employee into becoming defensive and speaking up

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

Ideally, which of the following should a manager avoid when delivering negative performance reviews? a. adopting a team centered orientation b. sugarcoating the bad news c. asking employees for their perspectives on their poor performance d. emphasizing problem solving rather than blaming

b. sugarcoating the bad news

Which of the following is an example of an external partner? a. an employee b. a competitor c. a supplier d. a customer e. a shareholder

c. a supplier

Which of the following is an example of reframing thoughts in order to respond to negative feedback constructively? a. I am doing fine, so I do not need anyone else's feedback b. my boss does not pay enough attention to my work to evaluate it c. getting an honest assessment of my work will help me succeed d. i am too busy to respond to feedback

c. getting an honest assessment of my work will help me succeed

To express sympathy for people who are receiving bad news, you should a. Take responsibility regardless of who is at fault b. describe your feelings of condolence at length c. show genuine concern and appreciation d. tell them a story about one time when you received bad news

c. show genuine concern and appreciation

Which of the following best explains why you should control your emotions when receiving a negative performance review? a. management might use negative reviews to weed out people who get upset easily b. If you act upset, you can become the target of harassment by fellow employees c. If you show no emotion, your manager is more likely to reverse some of the negative feed back d. Negative emotions can lead to counterproductive responses.

d. Negative emotions can lead to counterproductive responses.

which of the following would damage the effectiveness of a written message designed to convey bad news to colleagues or employees? a. using a neutral subject line that is simple and indirect b. ending the message with an expression of goodwill c. starting the message with a buffer statement d. avoiding discussion of the immediate impact of the bad news on recipients

d. avoiding discussion of the immediate impact of the bad news on recipients

In terms of maintaining credibility, the most important quality to convey when delivering bad news is a. self interest b. sympathy c. Tact d. honesty

d. honesty

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 a. via social media b. through email c. through a certified letter d. in person

d. in person

to avoid counterproductive responses to negative emotions such as fear, anxiety, and anger, a person should a. possess an above average intelligence quotient b. find a way to sugarcoat all bad news c. avoid admitting that these emotions exist d. learn to recognize and name these emotions

d. learn to recognize and name these emotions

Which of the following is a likely consequence of a person waiting a long time to deliver bad news? a. the person's credibility will be enhanced b. the person will be perceived as kind and sympathetic c. the bad news recipients will feel less hurt d. the bad news recipients will speculate and gossip

d. the bad news recipients will speculate and gossip