Question 1

If a company must share bad news quickly with the public,which of the following would be an appropriate way to accomplish this?

Accepted Answer

A) Websites 
B) Memos 
C) Telephone 
D) Letter 
E) Group meeting 
A) Websites 
B) Memos 
C) Telephone 
D) Letter 
E) Group meeting A

Question 2

Which of the following questions should be considered when determining the correct medium for bad-news message?

Accepted Answer

A) Should you include an apology? 
B) Can you do anything to project a positive image? 
C) How can you maintain goodwill in the relationship? 
D) What justification and explanation should you include? 
E) How quickly do you need to share the information? 
A) Should you include an apology? 
B) Can you do anything to project a positive image? 
C) How can you maintain goodwill in the relationship? 
D) What justification and explanation should you include? 
E) How quickly do you need to share the information? E

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

When using an indirect approach to a bad-news message,what information is included before the main idea?

Accepted Answer

A) An explanation 
B) Alternative solutions 
C) An apology 
D) An attention getting device 
E) A call to action 
A) An explanation 
B) Alternative solutions 
C) An apology 
D) An attention getting device 
E) A call to action

Question 5

Discuss how legal liabilities might affect a bad-news message.

Accepted Answer

Legal liabilities may result from some b

Question 6

While collaboration increases the number of ideas generated,technology allows more of those ideas to be implemented,leading to more goodwill from team members.

Accepted Answer

A) True 
 B)False

Question 7

When conveying a bad-news message,how might the use of the word "you" be interpreted?

Accepted Answer

If you use the word "you" too much in a

Question 8

In the close of a message that is refusing a request,which of the following would be most positive and promote goodwill?

Accepted Answer

A) Proposing a solution 
B) Creating options for future business 
C) Focusing on benefits 
D) Focusing on a meaningful apology 
E) Proposing an alternative 
A) Proposing a solution 
B) Creating options for future business 
C) Focusing on benefits 
D) Focusing on a meaningful apology 
E) Proposing an alternative

Question 9

If you think the recipient will not be offended,what format is best for turning down an invitation or request?

Accepted Answer

A) Goodwill 
B) Implicit 
C) Direct 
D) Persuasive 
E) Indirect 
A) Goodwill 
B) Implicit 
C) Direct 
D) Persuasive 
E) Indirect

Question 10

Which field helps organizations help manage change that may be considered negative?

Accepted Answer

A) Human Resources 
B) Change Management 
C) Public Relations 
D) Law 
E) Strategic Planning 
A) Human Resources 
B) Change Management 
C) Public Relations 
D) Law 
E) Strategic Planning

Question 11

Like other bad news communications,delivering bad news to a vendor requires balancing ________.

Accepted Answer

A) anger with frustration 
B) a clear statement of the bad news with positive statements of goodwill 
C) a hint of the bad news with a clear statement of the consequences of not improving performance 
D) a clear statement of goodwill with a buffer for the bad news 
E) your responsibility for the bad news with the audience's responsibility for the bad news 
A) anger with frustration 
B) a clear statement of the bad news with positive statements of goodwill 
C) a hint of the bad news with a clear statement of the consequences of not improving performance 
D) a clear statement of goodwill with a buffer for the bad news 
E) your responsibility for the bad news with the audience's responsibility for the bad news

Question 12

Your audience will be less accepting of bad news if you ________.

Accepted Answer

A) treat them politely 
B) express understanding of their concerns 
C) show respect for them 
D) use the word "you" a lot 
E) employ neutral language 
A) treat them politely 
B) express understanding of their concerns 
C) show respect for them 
D) use the word "you" a lot 
E) employ neutral language

Question 13

When delivering bad news,it is best to only imply the message.

Accepted Answer

A) True 
 B)False

Question 14

When crafting an apology on behalf of the organization,experts suggest an indirect strategy.

Accepted Answer

A) True 
 B)False

Question 15

In a bad-news message,what will help the audience feel good about the writer,the situation,and themselves?

Accepted Answer

A) Limited criticism 
B) An active voice 
C) Effective buffers 
D) Tone and style 
E) Courteous closes 
A) Limited criticism 
B) An active voice 
C) Effective buffers 
D) Tone and style 
E) Courteous closes

Question 16

Which of the following is an advantage to using a written message to deliver bad news?

Accepted Answer

A) They are less likely to be shared with the public. 
B) They force compliance. 
C) The receiver can reread and study sections that cause confusion. 
D) They create documentation of the communication. 
E) They take less time to plan. 
A) They are less likely to be shared with the public. 
B) They force compliance. 
C) The receiver can reread and study sections that cause confusion. 
D) They create documentation of the communication. 
E) They take less time to plan.

Question 17

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.

Accepted Answer

A) composing;analyzing 
B) analyzing;composing 
C) composing;evaluating 
D) evaluating;composing 
E) analyzing;evaluating 
A) composing;analyzing 
B) analyzing;composing 
C) composing;evaluating 
D) evaluating;composing 
E) analyzing;evaluating

Question 18

If you want to encourage your audience to think carefully before having to reply to your bad-news message,which of the following would be an appropriate choice for delivering your message?

Accepted Answer

A) Website 
B) Memo 
C) Email 
D) IM 
E) Letter 
A) Website 
B) Memo 
C) Email 
D) IM 
E) Letter

Question 19

Discuss whether or not an apology should be part of a bad-news message.

Accepted Answer

If you are responsible for the problem,d

Question 20

Why should bad-news messages undergo extensive evaluations before being sent?

Accepted Answer

A) To allow for continued goodwill 
B) To ensure all important details have been clearly identified 
C) The message can have significant negative business results. 
D) The message may determine new corporate policy. 
E) The message may contain incorrect or inaccurate information. 
A) To allow for continued goodwill 
B) To ensure all important details have been clearly identified 
C) The message can have significant negative business results. 
D) The message may determine new corporate policy. 
E) The message may contain incorrect or inaccurate information.

If a company must share bad news quickly with the public,which of the following would be an appropriate way to accomplish this?

Which of the following questions should be considered when determining the correct medium for bad-news message?

Evaluating a bad-news message ________.

When using an indirect approach to a bad-news message,what information is included before the main idea?

Discuss how legal liabilities might affect a bad-news message.

While collaboration increases the number of ideas generated,technology allows more of those ideas to be implemented,leading to more goodwill from team members.

When conveying a bad-news message,how might the use of the word "you" be interpreted?

In the close of a message that is refusing a request,which of the following would be most positive and promote goodwill?

If you think the recipient will not be offended,what format is best for turning down an invitation or request?

Which field helps organizations help manage change that may be considered negative?

Like other bad news communications,delivering bad news to a vendor requires balancing ________.

Your audience will be less accepting of bad news if you ________.

When delivering bad news,it is best to only imply the message.

When crafting an apology on behalf of the organization,experts suggest an indirect strategy.

In a bad-news message,what will help the audience feel good about the writer,the situation,and themselves?

Which of the following is an advantage to using a written message to deliver bad news?

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.

If you want to encourage your audience to think carefully before having to reply to your bad-news message,which of the following would be an appropriate choice for delivering your message?

Discuss whether or not an apology should be part of a bad-news message.

Why should bad-news messages undergo extensive evaluations before being sent?

Developing Your Professional Presence

Working With Others: Interpersonal, Intercultural, and Team Communication

Managing the Communication Process: Analyzing, Composing, Evaluating

Communicating Routine Messages and Building Goodwill

Communicating Persuasive Messages

Using Social Media in Business

Finding and Evaluating Business Information

Preparing Persuasive Business Proposals

Preparing Business Reports

Preparing and Delivering Business Presentations

Communicating Your Professional Brand: Social Media, Résumés, Cover Letters, and Interviews

Filters

Exam 6: Communicating Bad News

If a company must share bad news quickly with the public,which of the following would be an appropriate way to accomplish this?

Which of the following questions should be considered when determining the correct medium for bad-news message?

Evaluating a bad-news message ________.

When using an indirect approach to a bad-news message,what information is included before the main idea?

Discuss how legal liabilities might affect a bad-news message.

While collaboration increases the number of ideas generated,technology allows more of those ideas to be implemented,leading to more goodwill from team members.

When conveying a bad-news message,how might the use of the word "you" be interpreted?

In the close of a message that is refusing a request,which of the following would be most positive and promote goodwill?

If you think the recipient will not be offended,what format is best for turning down an invitation or request?

Which field helps organizations help manage change that may be considered negative?

Like other bad news communications,delivering bad news to a vendor requires balancing ________.

Your audience will be less accepting of bad news if you ________.

When delivering bad news,it is best to only imply the message.

When crafting an apology on behalf of the organization,experts suggest an indirect strategy.

In a bad-news message,what will help the audience feel good about the writer,the situation,and themselves?

Which of the following is an advantage to using a written message to deliver bad news?

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.

If you want to encourage your audience to think carefully before having to reply to your bad-news message,which of the following would be an appropriate choice for delivering your message?

Discuss whether or not an apology should be part of a bad-news message.

Why should bad-news messages undergo extensive evaluations before being sent?

Developing Your Professional Presence

Working With Others: Interpersonal, Intercultural, and Team Communication

Managing the Communication Process: Analyzing, Composing, Evaluating

Communicating Routine Messages and Building Goodwill

Communicating Persuasive Messages

Using Social Media in Business

Finding and Evaluating Business Information

Preparing Persuasive Business Proposals

Preparing Business Reports

Preparing and Delivering Business Presentations

Communicating Your Professional Brand: Social Media, Résumés, Cover Letters, and Interviews

Filters

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.