Question 1

Which of the following buffers would be the best choice to use in your opening remarks?

Accepted Answer

A) In spite of the bad economy, we have managed to maintain our high standards of customer service. 
B) Our industry has been less affected by the financial downturn than many others. 
C) We appreciate all the hard work you have put into trying to boost our store's performance, however sales continue to drop significantly. 
D) We thank you for your dedication and hard work. 
E) I'm so sorry but unfortunately people will lose their jobs today. 
A) In spite of the bad economy, we have managed to maintain our high standards of customer service. 
B) Our industry has been less affected by the financial downturn than many others. 
C) We appreciate all the hard work you have put into trying to boost our store's performance, however sales continue to drop significantly. 
D) We thank you for your dedication and hard work. 
E) I'm so sorry but unfortunately people will lose their jobs today. C

Question 2

Stacey runs a small technology company. She has tried every way she can to keep all her staff, but her business is losing money and she has no alternative but to let several employees go. These workers are professional, loyal, and highly effective, but Stacey can no longer bear the expense of their salaries and benefits. She feels terrible about letting these employees go, and even somewhat guilty that she couldn't improve the bottom line enough to save their jobs. As the business is a technology company, much of the communication is done via email, text messaging, etc. How would you advise Stacey to convey to the employees that they are fired?

Accepted Answer

Despite the fact that the employees at the technology company do much of their communication via email and text messaging, this would not be the preferred way to fire the employees. Firing via a text message or email is impersonal and rude, and a face-to-face approach is preferred. In this case, Stacey runs a small business and can meet with the employees face-to-face; in some situations when many workers are let go from a big company, such meetings may need to occur over the phone. In deciding whether to use the direct or indirect approach, one must consider whether the layoffs are expected or will come as a surprise. Do the employees know that the company is in such bad financial shape? Has Stacey been vocal about feeling the need to let staff go but fighting it as much as she can? If the news is unexpected, the indirect approach is preferred to put the situation in context for the employees and let them know that this is not a decision Stacey has made lightly. Giving the employees the introductory information will help them understand that this action was a last resort for Stacey and that she fought against it for a long time. She should be sure to let them know that this is not a reflection of their performance, but due strictly to the financial situation of the company. She should, however, be sure to phrase the bad news clearly. The employees should know that they are terminated, and that there is no chance of changing this decision. Stacey can close by letting the employees know that she will be happy to give them positive recommendations when they seek new work, and alert them if she learns of any jobs in their industry.

Question 3

Evaluating a bad-news message ________.

Accepted Answer

A) is a good idea, but not vital 
B) involves only the typical evaluating questions that should be used to evaluate any type of message 
C) is less important than it is for other types of messages, as there is nothing you can do to alter the fact that your audience won't be receptive to bad news 
D) should include determining if the message communicates a sense of goodwill to the audience and whether it will achieve a good business result 
E) should only be done if there is time to spare, since bad-news messages are often very time sensitive 
A) is a good idea, but not vital 
B) involves only the typical evaluating questions that should be used to evaluate any type of message 
C) is less important than it is for other types of messages, as there is nothing you can do to alter the fact that your audience won't be receptive to bad news 
D) should include determining if the message communicates a sense of goodwill to the audience and whether it will achieve a good business result 
E) should only be done if there is time to spare, since bad-news messages are often very time sensitive D

Question 4

A buffer is an introductory sentence or paragraph that leads up to and softens the bad-news message.

Accepted Answer

A) True 
 B)False

Question 5

After your supervisor agrees that an apology should be drafted, you do some research on what elements should be included in an effective apology. Your research shows that companies that successfully communicate about mistakes often include all of the following elements in their apologies EXCEPT ________.

Accepted Answer

A) an acknowledgement of the mistake 
B) an expression of sympathy and concern 
C) an explanation of how the problem occurred 
D) a description of how the problem will be prevented in the future 
E) an admission of liability and financial compensation for the inconvenience 
A) an acknowledgement of the mistake 
B) an expression of sympathy and concern 
C) an explanation of how the problem occurred 
D) a description of how the problem will be prevented in the future 
E) an admission of liability and financial compensation for the inconvenience

Question 6

Discuss FOF's letter in light of the four goals of delivering bad news.

Accepted Answer

FOF's letter failed to achieve two of th

Question 7

Trevon has considered his situation and has already decided what information he must include in the bad-news email he is about to draft. However, he is now stuck trying to decide whether he should jump right in with the bad news or build up to it gradually. Trevon is engaged in which stage of the ACE process?

Accepted Answer

A) analyzing 
B) assessing 
C) composing 
D) contending 
E) evaluating 
A) analyzing 
B) assessing 
C) composing 
D) contending 
E) evaluating

Question 8

Which of the following is NOT true about the indirect organizational plan?

Accepted Answer

A) It places the main idea after the supporting details. 
B) It allows you to prepare the audience and explain your position before delivering the bad news. 
C) It may confuse, upset, or anger your audience by conveying the bad news too abruptly. 
D) It includes an introduction that softens the bad-news message. 
E) It is appropriate when the bad news is unexpected. 
A) It places the main idea after the supporting details. 
B) It allows you to prepare the audience and explain your position before delivering the bad news. 
C) It may confuse, upset, or anger your audience by conveying the bad news too abruptly. 
D) It includes an introduction that softens the bad-news message. 
E) It is appropriate when the bad news is unexpected.

Question 9

You had to let a client know that her portfolio experienced losses. Which of the following would be the best choice to use in the closing of your message?

Accepted Answer

A) Again, we are sorry that we were not able to do better with your investments this year. 
B) Unfortunately, many investors experienced losses in this tough economic climate. 
C) To increase your investment return going forward, we suggest that you adjust your portfolio according to our recommendations. 
D) We hope that you can overlook this past year's poor performance and trust that we will do better for your portfolio in the year to come. 
E) We appreciate your understanding for the losses you incurred and look forward to doing business together in the future. 
A) Again, we are sorry that we were not able to do better with your investments this year. 
B) Unfortunately, many investors experienced losses in this tough economic climate. 
C) To increase your investment return going forward, we suggest that you adjust your portfolio according to our recommendations. 
D) We hope that you can overlook this past year's poor performance and trust that we will do better for your portfolio in the year to come. 
E) We appreciate your understanding for the losses you incurred and look forward to doing business together in the future.

Question 10

One of the four goals of delivering bad news is to ________.

Accepted Answer

A) convey the news clearly yet sensitively 
B) protect the audience's self-esteem by only hinting at the news 
C) offend your audience if necessary to get the message across 
D) gloss over the facts that may cause legal complications 
E) budget additional time to re-explain the message 
A) convey the news clearly yet sensitively 
B) protect the audience's self-esteem by only hinting at the news 
C) offend your audience if necessary to get the message across 
D) gloss over the facts that may cause legal complications 
E) budget additional time to re-explain the message

Question 11

Discuss how the legal liabilities of bad news might be affected by the delivery of this message.

Accepted Answer

Legal liabilities may result from some b

Question 12

In which of the following situations is the direct organizational method NOT the preferred way to deliver a bad-news message?

Accepted Answer

A) The news is unlikely to upset or anger the audience. 
B) The news is relevant to health and safety. 
C) The news is easy to explain and understand. 
D) It is important that the audience see the news immediately. 
E) The news is unexpected. 
A) The news is unlikely to upset or anger the audience. 
B) The news is relevant to health and safety. 
C) The news is easy to explain and understand. 
D) It is important that the audience see the news immediately. 
E) The news is unexpected.

Question 13

Your company was responsible for an error that was not harmful but inconvenienced customers and cost them time and money. 
-Under these circumstances, an apology ________.

Accepted Answer

A) is inappropriate as it shows weakness 
B) is unnecessary since no one was harmed 
C) may be ethical, but cannot be good business 
D) has plenty of downside but no potential upside 
E) can have a positive effect 
A) is inappropriate as it shows weakness 
B) is unnecessary since no one was harmed 
C) may be ethical, but cannot be good business 
D) has plenty of downside but no potential upside 
E) can have a positive effect

Question 14

To remain competitive, businesses need to ________.

Accepted Answer

A) change their procedures and policies in response to customer needs and the state of the economy 
B) give the appearance of change while maintaining the status quo 
C) remain faithful to their tried and true methodologies even in the face of changing demands from their clients and the economy 
D) change their procedures and policies every few years or so even if customer needs and the economy don't warrant it 
E) avoid change until it is absolutely necessary, as it can be very disruptive to the way an organization is run 
A) change their procedures and policies in response to customer needs and the state of the economy 
B) give the appearance of change while maintaining the status quo 
C) remain faithful to their tried and true methodologies even in the face of changing demands from their clients and the economy 
D) change their procedures and policies every few years or so even if customer needs and the economy don't warrant it 
E) avoid change until it is absolutely necessary, as it can be very disruptive to the way an organization is run

Question 15

Which of the following questions is NOT part of the analyzing stage of the ACE process for delivering bad news?

Accepted Answer

A) How will the audience react to this news? 
B) What is the best medium for this message? 
C) Should I include an apology? 
D) Should I begin with the bad news or lead up to it? 
E) What business result do I want to achieve? 
A) How will the audience react to this news? 
B) What is the best medium for this message? 
C) Should I include an apology? 
D) Should I begin with the bad news or lead up to it? 
E) What business result do I want to achieve?

Question 16

When a company must deny a customer request, which of the following is most important to maintaining a positive relationship?

Accepted Answer

A) the company must correct all errors 
B) the company must apologize whether or not they are at fault 
C) the company must let customers know that it values them 
D) the company must provide acceptable reasons for denying the request 
E) the company must use the direct approach so as not to waste the customer's time 
A) the company must correct all errors 
B) the company must apologize whether or not they are at fault 
C) the company must let customers know that it values them 
D) the company must provide acceptable reasons for denying the request 
E) the company must use the direct approach so as not to waste the customer's time

Question 17

Angelina has to reject an employee's request for time off and is trying to determine the best medium to deliver this message. She is also thinking about what the employee's reaction will be, and if there is anything she can say to soften the bad news. Angelina is engaged in which stage of the ACE process for delivering bad-news messages?

Accepted Answer

A) analyzing 
B) addressing 
C) composing 
D) critiquing 
E) evaluating 
A) analyzing 
B) addressing 
C) composing 
D) critiquing 
E) evaluating

Question 18

A coworker asks for your help on a project but you are busy with other responsibilities and won't be able to assist her. Which of the following is the most accurate statement about this situation?

Accepted Answer

A) You should use the ACE process for delivering bad news to tell your coworker that you are unable to help. 
B) Since she is a colleague and not your superior this is not an example of a bad-news message. 
C) It is an informal situation and does not require the news to be conveyed sensitively. 
D) You should say nothing and hope that your coworker gets the message that you are too busy to help her. 
E) You should tell your coworker that you'll try to help her, even though you know your schedule won't permit it, to let her down gently. 
A) You should use the ACE process for delivering bad news to tell your coworker that you are unable to help. 
B) Since she is a colleague and not your superior this is not an example of a bad-news message. 
C) It is an informal situation and does not require the news to be conveyed sensitively. 
D) You should say nothing and hope that your coworker gets the message that you are too busy to help her. 
E) You should tell your coworker that you'll try to help her, even though you know your schedule won't permit it, to let her down gently.

Question 19

Galaxy Foods, a large manufacturer of snack products, learns that some of the items it labels as nut-free may actually have been contaminated by tree nuts. A press release expressing this news needs to be drafted and the PR department decides to use the indirect approach. This approach ________.

Accepted Answer

A) is a good idea under the circumstances, as it will soften the impact of the bad news 
B) is a strategic and forward-thinking move to preserve the positive image of the company 
C) is inappropriate, as it runs the risk of obscuring bad news that could endanger people's health 
D) is not the best decision as it will immediately alert the audience to the seriousness of the bad news 
E) will ensure that while the audience may be surprised by the bad news, it will not be upset 
A) is a good idea under the circumstances, as it will soften the impact of the bad news 
B) is a strategic and forward-thinking move to preserve the positive image of the company 
C) is inappropriate, as it runs the risk of obscuring bad news that could endanger people's health 
D) is not the best decision as it will immediately alert the audience to the seriousness of the bad news 
E) will ensure that while the audience may be surprised by the bad news, it will not be upset

Question 20

Which of the following statements about buffer statements is NOT true?

Accepted Answer

A) A buffer is an introductory statement that leads up to bad news. 
B) A buffer can soften the impact of bad news. 
C) A buffer should obscure the fact that bad news may be coming later in the message. 
D) A buffer can provide context for the message or provide positive information that builds goodwill. 
E) A buffer can "hook" the audience and get them interested in your message. 
A) A buffer is an introductory statement that leads up to bad news. 
B) A buffer can soften the impact of bad news. 
C) A buffer should obscure the fact that bad news may be coming later in the message. 
D) A buffer can provide context for the message or provide positive information that builds goodwill. 
E) A buffer can "hook" the audience and get them interested in your message.

Which of the following buffers would be the best choice to use in your opening remarks?

Evaluating a bad-news message ________.

A buffer is an introductory sentence or paragraph that leads up to and softens the bad-news message.

Discuss FOF's letter in light of the four goals of delivering bad news.

Which of the following is NOT true about the indirect organizational plan?

You had to let a client know that her portfolio experienced losses. Which of the following would be the best choice to use in the closing of your message?

One of the four goals of delivering bad news is to ________.

Discuss how the legal liabilities of bad news might be affected by the delivery of this message.

In which of the following situations is the direct organizational method NOT the preferred way to deliver a bad-news message?

Your company was responsible for an error that was not harmful but inconvenienced customers and cost them time and money. -Under these circumstances, an apology ________.

To remain competitive, businesses need to ________.

Which of the following questions is NOT part of the analyzing stage of the ACE process for delivering bad news?

When a company must deny a customer request, which of the following is most important to maintaining a positive relationship?

A coworker asks for your help on a project but you are busy with other responsibilities and won't be able to assist her. Which of the following is the most accurate statement about this situation?

Galaxy Foods, a large manufacturer of snack products, learns that some of the items it labels as nut-free may actually have been contaminated by tree nuts. A press release expressing this news needs to be drafted and the PR department decides to use the indirect approach. This approach ________.

Which of the following statements about buffer statements is NOT true?

Becoming a Successful Business Communicator

Managing the Communication Process: Analyzing, Composing, Evaluating

Who Am I Understanding Interpersonal Communication Styles

Who Are You Understanding Intercultural Communication and Workplace Diversity

What Are the Tools and What Are the Rules Communication Technologies in the Workplace

How Can We Be Better, Together Collaboration and Productivity

Communicating Routine Messages and Building Goodwill

Communicating Persuasive Messages

Finding and Evaluating Business Information

Preparing Effective Business Reports and Persuasive Business Proposals

Preparing and Delivering Business Presentations

Filters

Exam 9: Communicating Bad-News Messages

Which of the following buffers would be the best choice to use in your opening remarks?

Evaluating a bad-news message ________.

A buffer is an introductory sentence or paragraph that leads up to and softens the bad-news message.

Discuss FOF's letter in light of the four goals of delivering bad news.

Which of the following is NOT true about the indirect organizational plan?

You had to let a client know that her portfolio experienced losses. Which of the following would be the best choice to use in the closing of your message?

One of the four goals of delivering bad news is to ________.

Discuss how the legal liabilities of bad news might be affected by the delivery of this message.

In which of the following situations is the direct organizational method NOT the preferred way to deliver a bad-news message?

Your company was responsible for an error that was not harmful but inconvenienced customers and cost them time and money. -Under these circumstances, an apology ________.

To remain competitive, businesses need to ________.

Which of the following questions is NOT part of the analyzing stage of the ACE process for delivering bad news?

When a company must deny a customer request, which of the following is most important to maintaining a positive relationship?

A coworker asks for your help on a project but you are busy with other responsibilities and won't be able to assist her. Which of the following is the most accurate statement about this situation?

Galaxy Foods, a large manufacturer of snack products, learns that some of the items it labels as nut-free may actually have been contaminated by tree nuts. A press release expressing this news needs to be drafted and the PR department decides to use the indirect approach. This approach ________.

Which of the following statements about buffer statements is NOT true?

Becoming a Successful Business Communicator

Managing the Communication Process: Analyzing, Composing, Evaluating

Who Am I Understanding Interpersonal Communication Styles

Who Are You Understanding Intercultural Communication and Workplace Diversity

What Are the Tools and What Are the Rules Communication Technologies in the Workplace

How Can We Be Better, Together Collaboration and Productivity

Communicating Routine Messages and Building Goodwill

Communicating Persuasive Messages

Finding and Evaluating Business Information

Preparing Effective Business Reports and Persuasive Business Proposals

Preparing and Delivering Business Presentations

Filters