BUSINESS COMMUNICATIONS CH 11 + 12

What should be avoided when conveying bad news to customers?

an accusatory tone

Face-to-face performance reviews

are often intensely stressful for managers

It makes sense to provide bad news in writing to someone when you

are replying to a written request.

When is it usually acceptable to provide written notice of bad news to external partners?

When the bad news is not severe If you are replying to a written request When your audience prefers corresponding in written form

When is it better to use a chart instead of a table?

When there is a relatively small amount of information being shown When the goal is to illustrate one main point or relationship

One important consideration when delivering bad news to customers is to

avoid placing the blame for the situation on them.

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

false

true or false: One characteristic of high-performing organizations is that employees will share bad news with superiors but not with each other.

false

true or false: Researchers should state their objectives in general, broad, and achievable statements.

false

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

Who generally makes the request for research in the workplace?

managers clients

Which of the following are resources for business research offered by most libraries?

online databases scholarly journals business periodicals

What online sources are likely to provide quality information for business research?

online forums and discussions business and industry websites

Which group would be the most difficult to identify and survey to obtain information?

people who are undocumented workers in a specific city

A leading question is one that

suggests how you want the respondents to answer.

Typically, numerical information is most effectively presented through which two of the following?

tables charts

A person who has to deliver bad news should avoid

taking the blame for something that is not their fault.

true or false: According to consulting firm Siegel+Gale, delivering bad news the right way can strengthen customer relationships and lay the foundations for increased trust when conditions improve.

true

true or false: For business research, the information you can access through business databases and other sources at your library is generally the most reliable.

true

true or false: One advantage of giving bad news in a written communication is that you can ensure you get all the facts right and control the message.

true

true or false: The first step in developing research-based business reports is identifying what decision makers want to accomplish.

true

true or false: When you analyze data with other group members, you are less likely to inadvertently misinterpret the data.

true

What are some advantages of online surveys?

-The surveys can reach a very large number of respondents. -The data can be downloaded automatically into a spreadsheet. -They are generally readily available to survey responders.

During the delivery of bad news,

-a positive tone can make people feel positive about receiving negative feedback -it is important to notice the recipients nonverbal behavior -a negative tone can make people feel negative about receiving positive feedback

Face-to-face performance reviews

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

You should review bad-news messages

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

What are reasons that documenting sources of information for business reports is essential?

Accurate and complete documentation establishes that the report is credible. When you are writing the report, you might need to refer to the source document again. People will be using the report to make high-stakes decisions.

Which of the following statements about numerical information in business are correct?

Business operating expenses, budgets, and customer behavior are expressed with numbers. Some management experts consider communicating with numbers to be a core competency.

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

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

Which two of the following are the most effectively stated research objectives?

Determine why 80% of our hotel guests post negative reviews online. Identify ways to provide advancement opportunities for our receptionists.

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

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

Considering how bad news affects others is one application of the

FAIR test

What is an advantage of delivering bad news in person?

One can use verbal and nonverbal cues to show concern and sensitivity.

Which question should you ask yourself to determine if the bad-news message you plan to send passes the "facts" aspect of the FAIR test?

Have I gathered all the relevant information and examined various accounts of the same event?

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

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

What are two reasons why studying statistical and quantitative analysis is useful in the field of business communication?

It helps prevent flawed results during the analysis of survey data. It helps the researcher avoid skewing the results to accommodate preconceived ideas and biases.

Which of the following statements about performance feedback are true?

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

What is a disadvantage of conducting primary research into a business problem?

It is more time consuming than secondary research.

Which of the following are advantages of secondary research in preparing a business report?

It provides access to information that others have already researched. It is usually less time-consuming. It usually costs less than primary research.

What are recommended practices for documenting your research sources?

Make documentation records immediately rather than going back later to find sources again. Record documentation systematically to avoid providing an incorrect source.

Which of the following are formatting guidelines for any kind of chart?

Make sure all text is horizontal. Avoid unusual fonts. Avoid using many bright colors.

Which statements about workplace research projects are true?

Many companies have guidelines for using secondary research. Requests for research typically come from managers or clients. You usually have some ability to define the scope of your research project.

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. Investigate reasons for the person's inadequate work. Explain that the employee's underperformance affects the organization.

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.

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 guidelines for various types of charts is correct?

The slices in a pie chart should complete a whole (add up to 100%).

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

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

Which statement about scholarly journals is true?

They contain business research that is extremely reliable.

What is the main concern when using white papers in research?

They tend to be biased.

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.

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

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

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

A white paper is

a report on an issue by an organization, often with a specific agenda.

Which of the following is the best choice for conveying a large amount of precise data?

a table

Because people use business reports to make high-stakes decisions, the research should be

based on data gathered over weeks, months, or even years, if necessary. thorough and careful.

When delivering negative performance reviews, focusing on attitudes and intentions will

be perceived as judgemental

How can people boost their credibility when delivering bad news?

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

What is the most reliable source for most business research?

business databases and other materials at the library

Primary research is usually preferable in preparing a business report because it

can be customized to specific projects.

In creating a business chart, the most important consideration is the

chart's takeaway message.

When making decisions concerning bad news, you should

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

Personal biases sometimes cause a researcher to do which of the following?

collect only data that supports the researcher's biases ask the wrong questions interpret data incorrectly

Generally, bar charts are best suited for

comparing amounts or quantities.

To prevent personal biases from influencing research, you should

consider the data from various viewpoints. consider all available facts. frequently evaluate whether you are being fair.

When planning a research-based business report, you should talk with decision makers to ______.

find out what they want the research to accomplish understand their main business goals determine what they expect from the report

One important aspect of delivering bad-news messages is to

give the news without waiting too long.

The failure to share bad news within an organization

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

Seeking performance feedback at work

helps you develop skills to move ahead.

Rereading bad-news messages several times before sending them

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

Decision makers depend on business reports to

recommend actions based on the data. analyze the information properly. provide the correct information.

Bad-news messages

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

Which term is used to encompass the analysis of data collected by others with no direction from you or members of your organization?

secondary research

Which aspect of bad news indicates how serious or detrimental a bad-news message is?

severity

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

show genuine concern and appreciation.

To define research problems, the project's stated goals should be

specific. achievable. targeted.

To develop primary research skills for business communications, you should study

spreadsheet software. statistical and quantitative analysis.

When discussing bad news,

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

When creating a chart, you should consider the five most important elements, including

the descriptiveness of the title. how easily a reader can process the information. the sufficiency of the information.

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

the mum effect.

When delivering bad news, it is important to

to be honest and open

Yes-but statements are one of the most common forms of

token appreciation

True or false: A university library is an excellent resource when researching a business topic that requires access to expensive company and industry reports.

true

In preparing a business report based on research, the first step is to ______.

understand what the decision makers want the report to do

Reports or guides that are issued by the government and organizations and that generally describe research about solving a particular issue are

white papers