Question 1

Compared to delivering bad news in person, delivering bad news in writing

Accepted Answer

A)   allows for richer communication.
B)   provides greater scope for immediate feedback.
C)   allows for intentions to be demonstrated more easily.
D)   appears more callous and impersonal.
E)   is more efficient and therefore more sensitive to the audience.F) A) and B)
G) All of the above

Question 2

Which of the following is an example of a bad-news message that is characterized by high severity and low controllability?

Accepted Answer

A)   laying off an employee
B)   rejecting a customer claim
C)   giving an employee a poor review
D)   deciding to no longer use a supplier
E)   rejecting a colleague's ideaF) B) and C)
G) None of the above

Question 3

McKenzie has to tell his subordinates about a company-wide freeze on wages. In his message, he should end with

Accepted Answer

A)   a buffer.
B)   a focus on his own concerns.
C)   an expression of goodwill.
D)   a blaming statement.
E)   a teaser message.F) A) and D)
G) C) and D)

Question 4

A person who has to deliver a bad-news message should gather as much information as possible from a variety of sources to reduce the

Accepted Answer

A)   credibility of the message.
B)   severity of the situation.
C)   impact on both the sender and the receiver.
D)   probability of making irrational judgments.
E)   controllability of the situation.F) None of the above
G) A) and D)

Question 5

Which of the following is most likely to be communicated in writing?

Accepted Answer

A)   rejection of a colleague's idea
B)   the decision to cut employees' hours
C)   a poor review of an employee's performance
D)   the decision to lay off an employee
E)   termination of a long-term supplier's contractF) None of the above
G) All of the above

Question 6

The mum effect results when employees in an organization

Accepted Answer

A)   avoid sharing bad news because they do not want to be blamed.
B)   view the delivery of bad news opportunistically.
C)   take quick actions to rectify the problems described in a bad-news message.
D)   take responsibility for bad events even if they are not at fault.
E)   avoid talking to superiors at all for fear that they will be criticized.F) A) and E)
G) C) and D)

Question 7

When delivering negative performance reviews, managers should focus on attitudes and intentions rather than actions and results.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following is an example of a bad-news message that is characterized by high severity and high controllability?

Accepted Answer

A)   laying off an employee
B)   rejecting a customer claim
C)   giving an employee a poor review
D)   cutting back employees' work hours
E)   rejecting a colleague's ideaF) C) and D)
G) B) and E)

Question 9

Which of the following statements made by an employee would be a counterproductive response to a negative review?

Accepted Answer

A)   Getting negative feedback from my boss irritates me.
B)   It is my responsibility to accept the feedback and improve myself accordingly.
C)   The feedback I get from my boss will facilitate my career advancement.
D)   Negative feedback is a part of the boss's job and mine.
E)   My performance on the job is not related to whether my boss likes me.F) A) and B)
G) None of the above

Question 10

Oskar has to write a letter rejecting a customer's request for a replacement for her five-year-old air conditioner, which is past its warranty. Which of the following is an appropriate buffer statement he might use?

Accepted Answer

A)   I am sorry to hear that your air conditioner has broken down during this heat spell.
B)   Are you certain you did the recommended yearly maintenance of your air conditioning unit?
C)   We are sorry that the air conditioning unit we installed is no longer working.
D)   The warranty on your air conditioning unit expired two years ago.
E)   Our records show that you decided not to renew your service contract when we contacted you.F) A) and E)
G) A) and D)

Question 11

Gina has to let her department know that its project has been cancelled. What are the advantages and disadvantages of delivering such news in person?

Accepted Answer

Generally, bad news is best delivered in...

Question 12

As a result of the mum effect, the message that reaches the top executives of an organization is usually

Accepted Answer

A)   clear and specific.
B)   falsely positive.
C)   delayed and outdated.
D)   highly credible.
E)   explicit and direct.F) None of the above
G) B) and D)

Question 13

Jacob, the owner of Unicorn Systems, wants to inform employees that they will receive a twenty percent salary cut to help the company survive a recession. If Jacob communicates this bad message in an honest and an open manner, it will likely

Accepted Answer

A)   enhance Jacob's credibility.
B)   undermine Jacob's character.
C)   increase the negative impact of the bad news on employees.
D)   signify that Jacob is incompetent in challenging situations.
E)   damage the company's chances of long-term success.F) None of the above
G) A) and B)

Question 14

For a boss who has to deliver negative performance reviews, focusing on attitudes and intentions will

Accepted Answer

A)   prevent employee defensiveness.
B)   increase the effectiveness of the review.
C)   be considered perceptive.
D)   be perceived as judgmental.
E)   increase the credibility of the boss.F) A) and B)
G) A) and C)

Question 15

Which of the following is the best example of a less-direct message?

Accepted Answer

A)   Employees will have to bear a salary cut due to the recession.
B)   Your last quarter's performance rating is low due to your absenteeism.
C)   The warranty clause has expired, so we will not be able to replace your television.
D)   This employment contract is terminated, because you have failed to meet our quality standards.
E)   Your idea has been judged infeasible because of the company's lack of funds.F) A) and D)
G) A) and E)

Question 16

Which aspect of bad news relates to the probability of the bad event occurring?

Accepted Answer

A)   adaptability
B)   controllability
C)   likelihood
D)   severity
E)   consequencesF) All of the above
G) B) and D)

Question 17

Who are external partners, and when is it appropriate to deliver bad-news messages to them in writing?

Accepted Answer

External partners can include suppliers,...

Question 18

A person who has to deliver bad news should avoid

Accepted Answer

A)   using a neutral subject line for the message.
B)   including a short buffer at the beginning of the message.
C)   expressing sympathy to the readers.
D)   taking the blame for something that is not his or her fault.
E)   providing a rationale for the unfavorable decision made.F) A) and E)
G) C) and D)

Question 19

What component of the FAIR test relates to the question "Have I stated the message in a way that recognizes the inherent worth of others?"

Accepted Answer

A)   fact
B)   access
C)   audience
D)   impact
E)   respectF) A) and B)
G) All of the above

Question 20

According to communication specialist Dave Zielinski, communicators should avoid openness when delivering bad news.

Accepted Answer

A) True 
 B)False

Exam 11: Bad-News Messages

When delivering negative performance reviews, managers should focus on attitudes and intentions rather than actions and results.

Correct AnswerverifiedShow Answer

Oskar has to write a letter rejecting a customer's request for a replacement for her five-year-old air conditioner, which is past its warranty. Which of the following is an appropriate buffer statement he might use?

Correct AnswerverifiedShow Answer

Which of the following is an example of a bad-news message that is characterized by high severity and high controllability?

Correct AnswerverifiedShow Answer

According to communication specialist Dave Zielinski, communicators should avoid openness when delivering bad news.

Correct AnswerverifiedShow Answer

As a result of the mum effect, the message that reaches the top executives of an organization is usually

Correct AnswerverifiedShow Answer

A person who has to deliver a bad-news message should gather as much information as possible from a variety of sources to reduce the

Correct AnswerverifiedShow Answer

For a boss who has to deliver negative performance reviews, focusing on attitudes and intentions will

Correct AnswerverifiedShow Answer

Which of the following statements made by an employee would be a counterproductive response to a negative review?

Correct AnswerverifiedShow Answer

Which of the following is an example of a bad-news message that is characterized by high severity and low controllability?

Correct AnswerverifiedShow Answer

A person who has to deliver bad news should avoid

Correct AnswerverifiedShow Answer

Jacob, the owner of Unicorn Systems, wants to inform employees that they will receive a twenty percent salary cut to help the company survive a recession. If Jacob communicates this bad message in an honest and an open manner, it will likely

Correct AnswerverifiedShow Answer

Gina has to let her department know that its project has been cancelled. What are the advantages and disadvantages of delivering such news in person?

Correct AnswerverifiedGenerally, bad news is best delivered in...View AnswerShow Answer

McKenzie has to tell his subordinates about a company-wide freeze on wages. In his message, he should end with

Correct AnswerverifiedShow Answer

The mum effect results when employees in an organization

Correct AnswerverifiedShow Answer

Which aspect of bad news relates to the probability of the bad event occurring?

Correct AnswerverifiedShow Answer

What component of the FAIR test relates to the question "Have I stated the message in a way that recognizes the inherent worth of others?"

Correct AnswerverifiedShow Answer

Which of the following is the best example of a less-direct message?

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Who are external partners, and when is it appropriate to deliver bad-news messages to them in writing?

Correct AnswerverifiedExternal partners can include suppliers,...View AnswerShow Answer

Compared to delivering bad news in person, delivering bad news in writing

Correct AnswerverifiedShow Answer

Which of the following is most likely to be communicated in writing?

Correct AnswerverifiedShow Answer

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Generally, bad news is best delivered in...
View Answer

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External partners can include suppliers,...
View Answer

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