Deck 18: Negative News and Crisis Communication

Question 1

The indirect approach to delivering negative news is often associated with a message where the audience values brevity and the message needs to be concise.

Answer 1

False

Question 2

The degree of identifying information in the feedback process relates to confidentiality.

Answer 2

True

Question 3

The first part of a negative news message, verbal or written, involves an explanation of why there is an issue in the first place.

Answer 3

False

Question 4

Internal and external communication environments are distinct from one another and do not overlap.

Question 5

Quantitative research is more reliable and statistically valid than qualitative research.

Question 6

While it is important to provide an explanation in a negative news message, one must never admit or imply responsibility without written authorization from the company cleared by legal counsel.

Question 7

Only in the case of major crises, where evacuation is necessary, should the designated spokesperson carry out the media plan.

Question 8

Your emotional response to the news and the audience will set the tone for the entire interaction.

Question 9

Ordinal questions limit the responses to two categories.

Question 10

When crisis communication is handled in a professional manner, it seeks to withhold information.

Question 11

When conveying bad news, one can lower the risk of litigation by providing absolutes.

Question 12

Responses to open-ended questions can be categorized, placed in order, assess degrees of attitudes and feelings, and request specific information.

Question 13

A crisis communication team includes people who can decide what actions to take.

Question 14

When you need to speak to an employee about a personnel concern, it is always best to do it in private.

Question 15

Thomas Kuhn, author of The Structure of Scientific Revolutions 1996), states that communities operate on a set of beliefs.

Question 16

The written message involves both verbal and nonverbal factors.

Question 17

The telephone lacks part of the nonverbal spectrum available to speakers in a live setting.

Question 18

A press conference normally requires a seasoned representative of the company or business with established credibility and integrity.

Question 19

Vendors are internal customers.

Question 20

In times of crisis, employees have the leeway to speak "off the record."

Question 21

_____ is the sharing and understanding of meaning between individuals, departments, or representatives of the same business.

A) Personal communication
B) Private communication
C) Group communication
D) Localized communication
E) Internal communication

Question 22

It is common for speakers to take notes during press conferences.

Question 23

Visual aids in a press conference are mostly decorative.

Question 24

If you need to share the message with a larger audience and it needs a feedback loop, we often call it an):

A) speech.
B) presentation.
C) press conference.
D) formal interface.
E) dynamic interaction.

Question 25

When conveying bad news, one can lower the risk of litigation in all of the following ways except:

A) by avoiding contradictions.
B) by avoiding confusion or misinterpretation.
C) by avoiding abusive language or behavior.
D) by providing absolutes.
E) by maintaining respect and privacy.

Question 26

Mark, a manager, approaches an employee in his cubicle to speak to him directly about his poor performance. He says, "You had better buck up or I'll be forced to put you on a performance improvement program." A possible disadvantage of this approach is that:

A) the juxtaposition between the environment and the verbal message may cause tension and confusion.
B) the lack of tact apparent in the approach may reflect negatively on Mark.
C) it may be considered beyond the scope of supervision.
D) the statement may elicit more responses and open the conversation up into a dialogue.
E) it will still keep a positive attitude even as Mark gives the employee a verbal warning.

Question 27

This part of a negative news message may refocus attention on a solution strategy, an alternative, or the subsequent actions that will take place.

A) Buffer
B) Negative news
C) Explanation
D) Redirect
E) Cushion

Question 28

Invitations to the media will contain the time, date, and location of the press conference, and but usually do not contain a title or subject line.

Question 29

The first part of a negative news message, verbal or written, involves:

A) neutral or positive information.
B) an explanation discussing why there is an issue in the first place.
C) the bad news itself.
D) the bad news and a solution strategy.
E) both positive and negative information.

Question 30

On the telephone, proximity is a function of:

A) the time zone.
B) response time.
C) the context.
D) physical space.
E) the degree to which one person is near another.

Question 31

An) _____ is a subtle, low-pressure method of selling, cross-selling, or advertising a product or service.

A) indirect approach
B) sell message
C) soft sell message
D) direct approach
E) diplomatic message

Question 32

In case of a "gotcha" question, "no comment" is the most ideal response.

Question 33

The spokesperson introduces the moderator who will read the statement and welcomes him or her to the podium.

Question 34

In a telephone conversation, _____, or the sounds we hear that are not verbal, including pitch, tone, rate, rhythm, pace, articulation, and pronunciation are all available to the listener.

A) body language
B) haptics
C) semiotics
D) semantics
E) paralanguage

Question 35

_____ allows) for quick feedback and clarification questions, and allow both parties an opportunity to recycle and revisit topics for elaboration or a better understanding.

A) Written feedback
B) Telephone calls
C) E-mails
D) Memos
E) Circulars

Question 36

Which of the following is not one of the goals of a negative news message?

A) Help the receiver understand and accept the news.
B) End the relationship when a formal association is being terminated.
C) Reduce the anxiety associated with the negative news to increase comprehension.
D) Be clear and concise in order not to require additional clarification.
E) Maintain trust and respect for the business or organization and for the receiver.

Question 37

"Thank you for your order. We appreciate your interest in our product." Which part of the negative news message is reflected in this statement?

A) Negative news
B) Buffer
C) Explanation
D) Redirect
E) Refocus

Question 38

Which of the following statements is true with regard to delivering a negative message?

A) Have a clear understanding of the message
B) Redirect with reminders of the negative news
C) Provide a clear explanation with admission of guilt or culpability
D) Limit adherence to procedure and protocol
E) Provide the negative information in the opening statement

Question 39

Sarcasm, profanity, shouting, or abusive or derogatory language can be interpreted as defamatory, or harming the reputation of the person, possibly having a negative impact on their future earnings. In written form, it is called _____.

A) vilification
B) aspersion
C) slander
D) belittlement
E) libel

Question 40

Mohan Limaye makes the clear case that not only is this part of a negative news message necessary; it is also an ethical and moral requirement.

A) Buffer
B) Negative news
C) Explanation
D) Redirect
E) Cushion

Question 41

According to Kuhn, this is the necessary ingredient for a paradigm shift, or a change in overall view.

A) Assurance
B) An anomaly
C) Qualitative research
D) A confounding factor
E) A red herring

Question 42

_____ questions request a specific number, often a birth date or a serial number, that itself carries meaning.

A) Likert Scale
B) Multiple choice
C) Ordinal
D) Numerical
E) Categorical

Question 43

An) _____ is a statement that the contributing factors that gave rise to the situation have been corrected or were beyond the control of the company and its representatives.

A) buffer
B) couch
C) surety
D) credit note
E) assurance

Question 44

_____ limit the responses to a preselected range of options or choices.

A) Closed-ended questions
B) Open-ended questions
C) Unstructured questions
D) Qualitative research studies
E) Confounding factors

Question 45

_____ questions limit the responses to two categories.

A) Likert Scale
B) Multiple choice
C) Ordinal
D) Numerical
E) Categorical

Question 46

_____ involves interactions, which by their very nature are subject to interpretation and, as a result, are less reliable and statistically valid.

A) Quantitative research
B) Research methodologies
C) Qualitative research
D) Open-ended questions
E) Confounding factors

Question 47

_____ is the sharing and understanding of meaning between individuals, departments, or representatives of the business and parties outside the organization.

A) Generalized communication
B) Mass communication
C) Public communication
D) External communication
E) Outward communication

Question 48

_____ questions allow for the conversion of feelings, attitudes, and perceptions into numbers in a range.

A) Likert Scale
B) Multiple choice
C) Ordinal
D) Numerical
E) Categorical

Question 49

"Your request for leave has been denied. Please contact your supervisor if you need more information." This is an example of:

A) the direct approach to delivering negative news.
B) the indirect approach to delivering negative news.
C) assurance.
D) slander.
E) private communication.

Question 50

Which among the following is an example of an open-ended question?

A) Have you purchased our product previously?
B) How does the product make you feel?
C) Please indicate the year you were born.
D) How many times have you shopped at our stores?
E) Were the service representatives helpful?

Question 51

An) _____ is the prepared scenario document that organizes information into responsibilities and lines of communication prior to an event.

A) emergency drill
B) media plan
C) crisis communication plan
D) disaster recovery program
E) press release

Question 52

_____ involves investigation and analysis of data and relationships between data that can be represented by numbers.

A) Quantitative research
B) Research methodologies
C) Qualitative research
D) Open-ended questions
E) Confounding factors

Question 53

Which of the following is not one of the elements of a crisis communication plan?

A) Crisis communication team members with contact information
B) Designated spokesperson
C) Meeting place/location
D) Media plan with procedures
E) Organizational succession plan

Question 54

_____ can alter the results. They must be anticipated and controlled.

A) Independent factors
B) Internal factors
C) External factors
D) Implicit factors
E) Confounding factors

Question 55

The indirect approach places the negative news:

A) at the beginning of the message.
B) between a positive introduction and a conclusion.
C) between a "buffer" and a "cushion."
D) at the end of the message
E) within the residual message.

Question 56

_____ is the relationship between the organization sometimes represented by the product or service itself) and the customer.

A) Customer relationship management
B) Quality control
C) Public relations
D) External communication
E) Corporate communications

Question 57

Which of the following is a weakness of qualitative research?

A) The proximity to the source
B) The possibility of unexpected results
C) Raw data
D) The inability to replicate results
E) Over time, patterns may emerge

Question 58

With these types of questions the value is placed on the personal response and the range of data gathered may well be quite diverse, presenting challenge to categorize and group.

A) Closed-ended questions
B) Open-ended questions
C) Unstructured questions
D) Categorical questions
E)

Question 59

_____ questions request the respondent to rank order specific options.

A) Likert Scale
B) Multiple choice
C) Ordinal
D) Numerical
E) Categorical

Question 60

_____ questions allow for specific choices and limit the range of options.

A) Likert Scale
B) Multiple choice
C) Ordinal
D) Numerical
E) Categorical

Question 61

During a press conference, the _____ introduces the _____ who will read the statement and welcomes him or her to the podium.

Question 62

In a negative news message, the buffer or cushion refers to _____ information.

Question 63

When a crisis occurs, your designated _____ will gather information and carry out your media plan.

Question 64

The _____ message delivers news that the audience does not want to hear, read, or receive.

Question 65

What is the role of the moderator in a press conference?

Question 66

Compare the direct and indirect approach to delivering negative news.

Question 67

What is a "gotcha" question? How should it be addressed?

Question 68

What are open-ended questions? Give an example.

Question 69

During a press conference, a _____ can serve to influence the process and redirect if questions go off topic or if a transition is needed.

A) media representative
B) spokesperson
C) speaker
D) modulator
E) moderator

Question 70

An) _____ is something that doesn't fit, challenges the existing norm, or stands apart from the anticipated results.

Question 71

Which of the following statements is not true regarding press conferences?

A) Press conferences normally involve a written statement that is improvised upon.
B) Press conferences are normally followed by a question and answer session.
C) Press conferences are used for positive and negative news announcements as well as for clarifications.
D) Press conference messages are often drafted by someone in public relations or media.
E) Press conference messages are reviewed by legal counsel when warranted.

Question 72

All of the following are tasks performed by a moderator during a press conference, except:

A) opening the press conference with a welcome.
B) indicating the purpose of the press conference.
C) reading the statement.
D) reminding everyone that there will or will not) be an opportunity for questions afterwards.
E) assisting with sound equipment.

Question 73

_____ is the verbal and/or nonverbal response to a message.

Question 74

What are the four elements of a crisis communication plan?

Question 75

An) _____ is a presentation of information to the media.

A) crisis communication plan
B) press conference
C) media review
D) employment interview
E) public relations campaign

Question 76

List the seven goals of a negative news message.

Question 77

Describe quantitative research.

Question 78

Which of the following would be an inappropriate response to a "gotcha" question?

A) "We're not ready to discuss the matter at this time."
B) "When more information becomes available we will let you know."
C) "Our company has no position on that issue."
D) "I believe the company is planning to venture in that direction."
E) "We're not prepared to speculate on that issue at this time."

Question 79

Which of the following is not true about a designated spokesperson?

A) The designated spokesperson should carry out the media plan only in the case of major crises, where evacuation is necessary.
B) The designated spokesperson should be knowledgeable about the organization and its values.
C) The designated spokesperson should be comfortable in front of a microphone, camera, and media lights.
D) The designated spokesperson should be able to stay calm under pressure.
E) The designated spokesperson should make quick judgments about which information to share.

Question 80

What is a crisis communication plan?