BUS X-204 CH 11

Select all that apply 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?

Select all that apply 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.

Select all that apply How can people boost their credibility when delivering bad news?

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

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

Get to the bad news fairly quickly.

Select all that apply Which three of the following should be done when giving a negative performance review?

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

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

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

Select all that apply Why should you give feedback only on observable behaviors during a performance review?

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

Select all that apply 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.

Select all that apply Which of the following are true when breaking bad news to external partners?

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

Select all that apply Which of the following statements are true about bad-news messages?

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

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

-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. -Although the situation might be upsetting, usually the solution should not be based on emotion.

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

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

Select all that apply Which of the following are common types of buffers for bad-news messages?

-appreciation -giving a compliment -a neutral statement

Select all that apply You should review bad-news messages

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

Select all that apply When making decisions concerning bad news, you should

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

Select all that apply Delivering bad news with the feelings of the recipient in mind involves

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

Select all that apply The failure to share bad news within an organization

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

Select all that apply Rereading bad-news messages several times before sending them

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

Select all that apply Important aspects of delivering bad news include

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

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

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

Select all that apply When delivering bad news, you should

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

Why should a manager establish measurable performance goals for employees?

Goals give the employee an objective way of meeting expectations.

Select all that apply 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.

When delivering bad news, it is important to

be honest and open.

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.

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

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

show genuine concern and appreciation.

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

the mum effect.

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

buffer

When discussing bad news,

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

Seeking performance feedback at work

Seeking performance feedback at work

When reviewing a poor performer, you should

make sure the person understands the need for improvement.

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

are replying to a written request.

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

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

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

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

Select all that apply To soften the blow of bad news in written communications. you could use

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

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

F

In a bad-news message, a buffer

should appear at the beginning of a message.

Select all that apply Which of the following considerations in timing the delivery of bad news are true?

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

Select all that apply Which of the following statements about performance feedback are true?

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

Select all that apply Which of the following statements about performance feedback are true?

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

Select all that apply Which of the following are good strategies to use when delivering negative performance reviews?

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

Select all that apply It is usually acceptable to provide written notice of bad news to external partners

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

Select all that apply 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.

Select all that apply When important decisions must be made, but there is not yet much information available,

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

Considering how bad news affects others is one application of the

FAIR test.

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 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.

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

True

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

Face-to-face performance reviews

are often intensely stressful for managers

One important consideration when delivering bad news to customers is to

avoid placing the blame for the situation on them.

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.

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.

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

it increased the trust that customers felt toward the banks.

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.

In a bad-news message, a buffer

should appear at the beginning of a message.z

Select all that apply Face-to-face performance reviews

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

In direct bad-news messages,

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

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

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