Chat with AIExam 6: Communicating Bad News
Exam 1: Becoming a Successful Business Communicator100 Questions
Exam 2: Working With Others: Interpersonal, Intercultural, and Team Communication100 Questions
Exam 3: Managing the Communication Process100 Questions
Exam 4: Communicating Routine Messages and Building Goodwill100 Questions
Exam 5: Communicating Persuasive Messages100 Questions
Exam 6: Communicating Bad News100 Questions
Exam 7: Finding and Evaluating Business Information100 Questions
Exam 8: Preparing Persuasive Business Proposals100 Questions
Exam 9: Preparing Business Reports100 Questions
Exam 10: Preparing and Delivering Business Presentations100 Questions
Exam 11: Communicating Your Professional Brand: Social Media, Résumés,101 Questions
Exam 12: Getting the Job Interviewing and Following up100 Questions
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Mariana is a young woman who spends a good deal of her time and income on athletic and outdoor pursuits. She recently purchased a pair of in-line skates that got damaged within a week of use on her beach vacation. She wrote to Fleet of Foot (FOF), the manufacturer of the skates, to request a repair or refund and was disappointed to receive a letter denying either action. The letter flatly stated that FOF was in no way responsible because the style of skate Mariana purchased was not made for use near salt water or sandy areas. The letter further stated that Mariana would have known this if she had read the instruction manual and product warranty information.
-How would you suggest improving this message?
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(Essay)
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(35)
(35) Correct Answer:
Verified
VerifiedThe letter could have delivered the news in a more sensitive manner, projected a better self-image, and potentially retained the goodwill and future business of the client. The letter could have thanked Mariana for choosing their product and explained that different styles are designed for different uses. It could have specifically addressed the issue, stating that these skates were not recommended for the conditions they were subjected to, without blaming Mariana for not knowing this from reading the manual herself. They could have directed her to a repair store or offered her a discount or similar promotion to purchase a pair more suited to her needs. They could have avoided making her feel stupid about the purchase and angry about not getting any help, while still clearly avoiding financial liability. Alternately, they could have stated their lack of mistake and yet chosen to repair/replace the skates to retain her business and goodwill.
Business is bad and you need to cut costs by reducing your employees' work hours or by eliminating several positions. You plan a meeting with your employees to discuss this situation.
-Which of the following buffers would be the best choice to use in your opening remarks?
Free
(Multiple Choice)
4.8/5 (33)
(33) Correct Answer:Verified
VerifiedC
Which of the following approaches is most likely to be appropriate for closing a bad-news message?
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(Multiple Choice)
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(32) Correct Answer:Verified
VerifiedD
For sensitive communication like bad-news messages, evaluation is particularly important because communication can have significant negative business results.
(True/False)
4.8/5 (36)
(36) In the context of the ACE process, the ________ questions help you develop what to say in a bad-news message whereas the ________ questions focus on how to say it.
(Multiple Choice)
4.7/5 (38)
(38) You purchase baby blankets and then customize them by embroidering them with personal details, like name and birth date, that are requested by your customers. You have an order from a customer to personalize an animal print blanket, but you just found out that your supplier is out of stock for this print. You decide to write an email to your customer to deliver this bad news.
-You begin with a well-crafted buffer expressing appreciation for the customer's business and signalling that bad news may follow. Then your draft continues, "I've got bad news - I can't deliver the blanket you ordered." Which of the following statements is most likely to be the best replacement for this sentence?
(Multiple Choice)
4.8/5 (46)
(46) The following statement eases the impact of the bad news by placing it in a subordinate clause:
"Although a replacement is not provided by the terms of your warranty, we are happy to offer you a 15% discount on your next purchase."
(True/False)
4.9/5 (32)
(32) 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 to the bad news or build up to it gradually. Which stage of the ACE process is Trevon engaged in?
(Multiple Choice)
4.8/5 (36)
(36) Mariana is a young woman who spends a good deal of her time and income on athletic and outdoor pursuits. She recently purchased a pair of in-line skates that got damaged within a week of use on her beach vacation. She wrote to Fleet of Foot (FOF), the manufacturer of the skates, to request a repair or refund and was disappointed to receive a letter denying either action. The letter flatly stated that FOF was in no way responsible because the style of skate Mariana purchased was not made for use near salt water or sandy areas. The letter further stated that Mariana would have known this if she had read the instruction manual and product warranty information.
-Discuss the ramifications of firing by email or text message.
(Essay)
4.8/5 (36)
(36) You need to tell one of the vendors, Greg, that his performance lately has not been up to your expectations. Which of the following statements would be best to use in a message delivering this bad news?
(Multiple Choice)
4.8/5 (30)
(30) Why is it inappropriate to use the indirect approach in a safety message?
(Multiple Choice)
4.9/5 (23)
(23) Business is bad and you need to cut costs by reducing your employees' work hours or by eliminating several positions. You plan a meeting with your employees to discuss this situation.
-Beginning the meeting with a buffer statement ________.
(Multiple Choice)
4.9/5 (40)
(40) Business is bad and you need to cut costs by reducing your employees' work hours or by eliminating several positions. You plan a meeting with your employees to discuss this situation.
-When conveying a bad-news message, how might the use of the word "you" be interpreted?
(Essay)
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(41) Your audience's reaction to the bad news you must deliver ________.
(Multiple Choice)
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(39) You've expressed the bad news and advised your customer of the various alternatives to the print she originally ordered. Which of the following is the best option to include in your closing?
(Multiple Choice)
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(33) Stating bad news in vague terms is a good way to preserve the audience's self-esteem.
(True/False)
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(42) Your boss is in a hurry to leave and she quickly delegates an assignment to you. She needs you to communicate some bad news to a number of people at different geographic locations. Though she wants the message to spread instantaneously, she wants to give the audience time to carefully consider a response. It's also a priority for her that the message doesn't come across as impersonal or evasive. After she has left, you realize that she didn't specify which medium she wants you to use for the message. Taking her considerations into account, you determine that a(n) ________ would be an appropriate medium.
(Multiple Choice)
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(39) Communicating bad news ineffectively may not only anger people, but it may harm your own business.
(True/False)
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(36) 
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