Midterm pt. 2
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 buffer to let the person get ready emotionally to hear the news a rationale followed by the bad news
it makes sense to provide bad news in writing to external partners when you
are providing a formal notice
which three of the following should be done when giving a negative performance review
ask the employee why the performance is not better explain how poor individual performance affects the organization seek solutions that emphasize optimism for the employees future with the company
which of the following are recommendations for good business practice when writing a bad news message to a customer
avoid confrontational language explain in detail what options the customer could pursue express concern about the customer's situation
one important consideration when delivering bad news to customers is to
avoid placing the blame for the situation on them
rereading bad news messages several times before sending them
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 can prevent time being wasted in the future, due to misunderstandings
when giving a negative performance review of an employee, you should
comment only on things that you have observe, not thoughts and feelings
which of the following were findings from research on the delivery of bad news in the financial industry
customer suspect banks that use vague language clear, specific language promote trust when the bank explained its decision in detail, customers were twice as likely to trust their bank
one important aspect of delivering bad-news messages is to
deliver the news without waiting too long
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
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
giving a compliment appreciation a neutral statement
which of the following are recommended practices for written bad news communications to customers
include the same basic elements as other bad news messages point out alternatives the customer can control
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?
invite the person to offer additional solutions in the future listen respectfully while the person explains in detail mention shared values and principles
which of the following statements about performance feedback are true?
it can be counterproductive if you react to it improperly it helps you improbe your skills it is important, even if it is negative
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
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 statements about persons who are receiving bad news are true?
they often become emotinal and cannot think clearily they cannot easily grasp complex facts, because they are considering how the news wil affect them simple language is easier for them to comprehend
which of the following are characteristics that bad-news message should have?
they should be delivered promptly they should show goodwill toward the recipients they can be delivered through different appropriate channels
which of the following are characteristics that bad-news messages should have?
they should show goodwill toward the recipients they can be delivered through different appropriate channels they should be delivered promptly
accepting negative feedback from performance reviews
requires recognizing and naming negative emotions may involve feelings of fear or anger requires a great deal of emotional intelligence
which of the following statements about bad news messages are correct
they are usually best vocally, face to face sometimes it is preferable to deliver them in writing they can be delivered through a mix of channels
showing sincere concern in a bad news message is largely a question of
tone
considering how bad news affects others is one application of the
FAIR test
Some advantages of delivering bad news in person include ability to do which three of the following?
NOT calm and easy
When delivering bad news, it is important to
be honest and open
how much the recipient can affect the outcome of bad news is called
controllability
when structuring your message, what is the approach used for delivering most bad news messages
ease into the bad news to give the recipient time to adjust to the shock
which of the following are good strategies to use when delivering negative performance reveiws
explain that the employees under performance is hurting the organization mention that poor performance limits the persons opportunities at the company investigate reasons for the persons inadequate work
reviewing bad news messages is important for written bad news messages
false
when making decisions concerning bad news, you should
remove defensiveness and favoritism from your judgement collect information from different sources evaluate your own emotions
bad-news messages
require more of an effort to serve others than other message types
in a bad news message, a buffer
should appear at the beginning of a message
in direct bad news messages,
the bad news is delivered, then a rationale is provided
the filtering of bad news at each level of an organization is known as
the mum effect
a teaser message is a
type of buffer
richer channels of communication are most appropriate
with low controllability and high severity
to express sympathy for people who are receiving bad news, you should
show genuine concern and appreciation
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