Deck 9: Communicating Bad-News Messages

Question 1

Before ________ a bad-news message, ________ the situation by asking yourself several questions that help you develop content and choose the best medium.

A)analyzing; evaluate
B)analyzing; compose
C)composing; evaluate
D)composing; analyze
E)evaluating; compose

Answer 1

D
Explanation: D) Before you actually compose a bad-news message you must analyze the situation and think about what you want to say. In this first stage of the ACE process, analyzing, you consider the goal of your message, your audience, content, organization, and medium.

Question 2

You need to let a valued customer know that the product he special-ordered won't be ready by tomorrow, as originally promised. In addition to relaying this news, you want to inform him of his options: to keep his original order open to be received at a later date, or to cancel it and receive a substitute item immediately. You consider calling him but then wonder whether email might not be preferable. Which of the following is NOT a potential downside to using the telephone?

A)The customer might feel put on the spot to decide between the two options during the phone call.
B)The customer might be unprepared to discuss his order when you call.
C)You won't want to leave the bad news as a message if the customer is not at home.
D)You will be able to hear the customer's tone of voice and adapt your message accordingly.
E)You are unable to gauge your customer's reaction by making personal contact.

Answer 2

D
Explanation: D) Hearing the customer's reaction is a benefit of making personal contact through a telephone call. You can gauge whether or not he is upset and adapt your message as you go along.

Question 3

Why are bad-news messages challenging to compose?

A)They must be lengthy and vague to avoid legal consequences.
B)They require you to achieve a number of goals that are incompatible at first glance.
C)They make it impossible to maintain your audience's goodwill.
D)They force you to offend your audience.
E)They demand that you begin with the bad news, thus standing a good chance of alienating your audience from the start.

Answer 3

B
Explanation: B) To communicate bad news well, you must balance four goals: state news clearly and sensitively, convince the audience to accept the bad news, maintain goodwill, and avoid legal complications. At first glance these goals seem incompatible, but the ACE process can help you make good decisions that will achieve them.

Question 4

If you want to encourage immediate discussion of your bad-news message, which of the following would NOT be an appropriate choice for delivering your message?

A)a one-to-one meeting
B)a group meeting
C)the telephone
D)IM
E)a letter

Question 5

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

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 6

Using email to communicate bad news ________.

A)is never a good choice
B)doesn't give your audience time to consider before replying to the bad news
C)makes it more likely that the person communicating will sugarcoat the bad news
D)frees the communicator from worrying about being confronted by an angry audience
E)has been justified by human resource professionals, even in the case of firings and layoffs

Question 7

Your bid to set up the computer system at Evergreen, a small local business, was accepted. Today you found out that the software that Evergreen's system requires just had a price increase, so your bid will need to increase to reflect this change. Which of the following statements should you include in your message to communicate the price increase to Evergreen to ensure that your audience will accept the bad news?

A)a justification that the increase is due to an unexpected jump in the price of the software
B)a statement that the increase is unavoidable and due to circumstances beyond your control
C)a profuse apology that you must increase your price
D)an acknowledgement that the customer will be disappointed by this news
E)a comment that the price increase will result in hidden benefits

Question 8

A manufacturing company realizes that one of its products has a serious defect and wants to quickly disseminate this news to the public. Which of the following would NOT be an appropriate medium to accomplish this?

A)a website
B)a memo
C)social networking
D)a wiki
E)a blog

Question 9

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?

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

Question 10

Which of the following statements would be best to include in a letter turning down someone who applied for a job?

A)We are sorry to inform you that your credentials were not as impressive as the other candidates who applied for the position.
B)We think that you are talented, but feel the position would best be filled by a younger, more vibrant candidate.
C)Unfortunately, we were more impressed by the other candidates.
D)We don't think that you are the right fit for this position at this point in time.
E)After much consideration, we have offered the position to another candidate.

Question 11

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?

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 12

Which of the following is NOT a likely result of poorly communicating bad news?

A)angering people
B)losing customers
C)ensuring that the news is accepted as final
D)facing legal liabilities
E)experiencing a decline in employee productivity

Question 13

Sharing bad news via a text message ________.

A)is not appropriate under any circumstances
B)gives the impression that you put a lot of thought and care into your message
C)is an acceptable way to share significant bad news quickly
D)may be seen as evasive or impersonal
E)does not allow for immediate discussion of the news

Question 14

Gavin purchased an MP3 player at a large electronics retailer. When his device stopped working, he emailed the store to inquire about a repair or replacement device. Gavin received a reply from a customer service representative thanking him for his inquiry and resolving to try to help him. The representative stated that it might be the manufacturer, not the store itself, who should handle this type of problem. She thanked him again for his business and encouraged him to continue shopping at the retailer. Which of the following statements accurately describes the customer service representative's job of delivering bad news?

A)Her message was insensitive and likely offended Gavin.
B)Her message failed to consider a positive image of the retailer she works for.
C)Her message was unclear and will likely result in further communication from Gavin.
D)Her message effectively balanced all four goals of communicating bad news.
E)Her message failed to achieve any of the four goals of communicating bad news.

Question 15

Of all the features in your message, the ________ has the most power to influence the audience to accept your bad news.

A)desired business result
B)audience's anticipated reaction
C)explanation of the reasons behind the bad news
D)silver lining, or hidden benefit of the bad news,
E)apology

Question 16

Your boss is running out the door and 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 spread instantaneously, she wants to give the audience time to carefully consider a response. It's also a priority to her that the message doesn't come across as impersonal or evasive. After she's 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 ________ would be an appropriate medium.

A)a newsletter
B)an email
C)a letter
D)a blog post
E)a text message

Question 17

When using ACE for bad-news messages, which of the following should be considered during the composing stage of the process?

A)Can I do anything else to project a positive image and maintain goodwill?
B)How can I close the message appropriately?
C)What is the best medium for this message?
D)Have I avoided legal complications?
E)Does the message project a good image of me?

Question 18

Due to a family emergency, you will be unable to fulfill your contract to cater an upcoming party for your client. The event is several weeks in the future but you know that client is not able to reschedule it. When you contact your client to share this news you should ________.

A)not include an apology, since this emergency was beyond your control
B)expect them to understand, as everyone deals with family issues from time to time
C)inform them that you will be happy to cater the event if they will reschedule it
D)consider first communicating that you might have a problem fulfilling your contract, and then waiting a few days before actually cancelling to try and soften the blow
E)tell the client that you will contact some other catering companies you work with to see if they can take over the job

Question 19

Your audience's reaction to the bad news you must deliver ________.

A)will not greatly impact the content that you develop for your message
B)will always be the same-angry and disappointed-so no additional analysis on this subject is necessary
C)can be exactly predicted using the ACE process
D)should be anticipated by thinking about the situation from their perspective
E)will vary so much from case to case that it is not worth the effort to try to determine it

Question 20

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

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 21

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. While thinking about how to deliver the bad news, Stacey considers letting the employees know via a text message. Which of the following statements is most accurate?

A)While Stacey may justify using a text to fire the employees since, as a technology company, the staff is comfortable with that medium, it would be more appropriate to deliver the news in person.
B)Stacey should not use a text message to deliver the message since delivering the message in such a medium will make it more likely that she will sugarcoat the bad news.
C)While the employees might find this method impersonal, there are no other repercussions that Stacey might face as a result of using a text message to fire the employees.
D)It would be appropriate since it allows Stacey to quickly deliver the news while also avoiding a potentially uncomfortable situation.
E)The employees would probably prefer to receive the news via a text message.

Question 22

Which of the following is NOT an acceptable way to ease the impact of bad news?

A)using the passive voice
B)putting the bad news in a subordinate clause
C)avoiding the active voice
D)putting the bad news in a main clause surrounded by two subordinate clauses
E)avoiding clear phrasing

Question 23

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?

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

Question 24

The ________ questions help you develop what to say in a bad news message; the ________ questions focus on how to say it.

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

Question 25

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

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.

Question 26

In which of the following situations is the indirect organizational method NOT appropriate?

A)a message telling an employee that his approved vacation, which is due to start Monday, must be rescheduled due to an emergency in the office that will require his presence
B)a message informing a customer that her claim is denied since she violated the product warranty
C)a message informing a client that due to an unexpected personal situation you will not be able to meet your deadline
D)a message stating that the item you special-ordered for a birthday gift will not be ready on time
E)a message communicating the recall of a car seat model with a defective latch

Question 27

Beginning the meeting with a buffer statement ________.

A)is inappropriate since the employees will not be pleased by this news
B)could help encourage your employees to embrace the rest of your message with a positive attitude
C)that signals bad news may be coming later in your message may mislead your employees
D)is a good idea as long as it doesn't alert your employees that bad news will follow
E)should not be done as it tries to deceive your employees that your message does not contain bad news

Question 28

A large company has been experiencing a steady decline in business over the past year and its employees have been informed that there is a freeze on salary increases for at least the next six months. There has also been talk of layoffs, although the company has vowed to do whatever it can to avoid this. As the year draws to a close Kat, an executive in the home office, needs to inform the regional managers that there is no budget for year-end bonuses. She schedules a conference call with them to discuss year-end issues. When Kat considers how to deliver this news, she thinks that ________.

A)the indirect approach is vastly preferable in this situation
B)the direct approach may be a good idea
C)the indirect approach is her only option
D)while the direct approach is appropriate for some bad-news messages, this is not one of them
E)both the direct and indirect approach are appropriate for any bad-news message

Question 29

"Because the personalization information was approved when the order was finalized, a refund is not possible for this purchase." This statement eases the impact of bad news through which of the following techniques?

A)using the passive voice
B)using the active voice
C)putting the bad news in a subordinate clause
D)putting the bad news in a main clause surrounded by two subordinate clauses
E)implying the bad news in vague language

Question 30

Why is it inappropriate to use the indirect approach in a public safety message?

A)It is unethical to try and soften the bad news at the possible expense of people's safety.
B)It is most important to maintain the company's positive image and retain the customer's goodwill.
C)The buffer will not be sufficient to soften the blow of the bad news.
D)This approach puts the audience's welfare ahead of the company's best interests.
E)It fails to adequately prepare the audience for the bad news that will follow.

Question 31

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

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.

Question 32

If you phrase bad news ________, your audience is more likely to understand your message.

A)by sugarcoating it
B)in clear terms
C)through implication
D)using subtle hints
E)in vague terms

Question 33

Which of the following phrases this bad news most clearly?

A)It is unfortunate that the damage is due to operator error; please see the enclosed list of repair shops.
B)Warranty information makes it clear which types of situations are covered by warranty and which are excluded; the following repair shops would be able to assist you.
C)The warranty for this product excludes the situation you describe; we advise that you contact one of the repair shops listed below if you wish to pursue these repairs yourself.
D)We wish that the terms of your warranty covered issues like the one you experienced; a repair can be easily arranged by contacting one of the following repair shops.
E)Some instances of damage are covered by the warranty, while others are the responsibility of the owner; if you really want the laptop repaired contact one of these repair shops.

Question 34

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

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 35

You need to write a letter to a customer denying a claim, as the customer is responsible for the problem that she is asking you to fix. In this situation, ________.

A)the direct approach is best to buffer the bad news
B)the direct approach is preferred so that you get right to the point without introductory pleasantries
C)the indirect approach alleviates the need to phrase the bad news tactfully
D)the indirect approach can put the bad news in context so it can be understood by the reader
E)you should always take responsibility for the claim even if you are not to blame in order to maintain the reader's goodwill

Question 36

Phrasing this bad news clearly ________.

A)is the best way to ensure that your message will be understood by the customer
B)runs the risk of confusing the customer
C)makes it more likely that the customer will misunderstand your message
D)is not recommended as it is more likely to anger the customer
E)is advised only when the bad news is not surprising or likely to upset the customer

Question 37

Which of the following statements does the best to soften the impact of the bad news?

A)Unfortunately, your warranty does not cover the kind of damages that you caused.
B)Because the damage was due to your negligence, the repair cost is your responsibility.
C)These repairs cannot be performed free of charge.
D)Your warranty extends only to manufacturing defects, not accidental breakage.
E)We must reject your claim as the damage in this case was your fault.

Question 38

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 ________.

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 39

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

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 40

Which of the following is NOT a way to "soften the blow" of bad news?

A)developing an effective buffer
B)positioning bad news ahead of good news
C)subordinating the bad news
D)using positive language
E)using neutral language

Question 41

You need to reject a proposal that your employee Amanda drafted. In your message, ________.

A)expressing appreciation is not necessary since drafting such proposals is part of Amanda's job
B)you do not need to offer her an explanation as to why her proposal was rejected since you are her supervisor
C)you should tactfully turn down her proposal to ensure Amanda's contribution to future projects
D)it is more important to get the point of the rejection across to Amanda than it is to do so in a tactful manner
E)hint at the refusal and expect Amanda to read between the lines

Question 42

One of the Indian employees working on the project is asked whether or not the prototype will be ready for the meeting. Which of the following would be the most likely way that this employee would deliver the bad-news message?

A)There is a good chance that the prototype will not be ready.
B)We have been working late all week to get it done.
C)The process has been more difficult than anticipated, so it will not be quite finished.
D)If we can delay the demo until Wednesday, the prototype will be fully functional.
E)While it will not be complete by Monday, we can demonstrate some aspects of the prototype at the meeting.

Question 43

Which of the following is NOT an example of a bad-news message?

A)informing a host that you cannot attend her charity event
B)letting a colleague know that you cannot help with a project
C)alerting your employer that you cannot find any problems in the proposal he had you review
D)telling a customer that you cannot refund her purchase
E)communicating that you cannot switch vacation days with your co-worker

Question 44

A positive closing to a bad-news message ________.

A)refers to the negative news
B)apologizes for the bad news
C)is forward-looking
D)downplays a silver lining
E)reiterates the circumstances of the problem

Question 45

After expressing the bad news to your customer, you think that it is a good idea to offer her some alternatives to try to preserve her goodwill and achieve a positive business result. Which option would NOT be a good choice to include in your message?

A)I am sure that if you go on the Internet you can find another blanket that you like.
B)I can check with other suppliers to see if they can provide this print or a reasonable facsimile.
C)I can check with my supplier to see when he will get more of these blankets in stock.
D)I can provide you with a blanket in a similar motif or a similar colour scheme.
E)I can provide some additional choices of new prints that were just released.

Question 46

An Indian employee asks a Canadian employee whether a new feature can be added to the prototype in time for the meeting. If the Canadian employee's reply is "we might be able to make that happen," the Indian employee will likely ________.

A)interpret this as an assurance that it will happen
B)assume that it is a done deal
C)interpret this qualification to mean that the answer is no
D)hear the bad news and assume that they are getting a positive answer
E)consider this answer to be evasive

Question 47

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?

A)These things happen and I am confident that you will understand.
B)Please let me know which, if any, of the alternative options you would like to pursue.
C)Again, I am so very sorry that I cannot obtain the original print you requested.
D)So remember, it was my supplier that caused this difficulty, not me.
E)Tell me ASAP which other print I should personalize for you.

Question 48

You will not be able to meet the deadline you originally agreed to with a client. Asking for an extension instead of just stating that you must take it ________.

A)will be perceived as a sign of weakness
B)will likely be seen as aggressive
C)is never recommended
D)is more likely to generate goodwill and achieve a good business result
E)may lead to confusion and dishonesty

Question 49

Research shows that customers tell nearly ________ as many people about their bad experiences as they tell about their good experiences.

A)one-third
B)half
C)twice
D)three times
E)ten times

Question 50

All of the following approaches may be appropriate in the closing to a bad-news message EXCEPT ________.

A)proposing a solution
B)proposing an alternative
C)creating options for future business
D)focusing on a benefit
E)apologizing for the bad news

Question 51

Evaluating a bad-news message ________.

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

Question 52

When denying a customer request, all of the following can soften the bad news EXCEPT ________.

A)expressing empathy for the customer's situation
B)offering an incentive, like a discount, to encourage future business with the customer
C)stating that company policy prohibits the request
D)offering an alternative solution to the customer's request
E)positioning the good news, if any, before the bad news to act as a buffer

Question 53

Denying a request or invitation ________.

A)is something people must do all the time, so it does not require sensitivity
B)should only be done if you have a prior commitment
C)requires disclosure of all the details behind your refusal
D)should not make the person who made the request feel guilty for asking
E)should be avoided at all costs

Question 54

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?

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 55

In today's team-based businesses, collaboration often creates situations where ________ to complete a project.

A)fewer ideas are generated
B)fewer good ideas are generated
C)fewer ideas are needed
D)you may need to reject more ideas than you accept
E)you may need to accommodate more ideas than you decline

Question 56

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

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 57

Your audience will be less open to accepting the bad news if you ________.

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 58

If you need to tell vendors that their service is poor, ________.

A)it is unnecessary to convey this news in a sensitive way
B)this requires more tact than informing clients about bad news
C)it is best to be blunt to maintain a positive business relationship
D)handling this badly can result in a disgruntled vendor complaining about you to your customers and competitors
E)expressing the news sensitively can damage your reputation with other vendors

Question 59

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 the best replacement for this sentence?

A)Your blanket is not available at this time.
B)Due to circumstances that are beyond my control, you will not be able to get the baby blanket you ordered.
C)I'm so sorry to say that I can't give you the blanket you ordered.
D)Due to an issue with my supplier, I am unable to obtain the animal print blanket that you requested for personalization.
E)The original statement is better than any of the above alternatives.

Question 60

One of the Canadian employees working on the project is asked whether or not the prototype will be ready. Which of the following would be the most likely way that this employee would deliver the bad-news message?

A)Remind me again who will be attending this meeting.
B)I'll have to check with my developers.
C)It may not be fully functional, but we'll have something to demo.
D)We will do our best to be ready.
E)Would Tuesday be good for you?

Question 61

If you feel that a face-to-face meeting is the appropriate way to deliver your bad-news message but it is too difficult to arrange logistically, a telephone call is a good alternative that still allows for personal contact.

Question 62

Under these circumstances, an apology ________.

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 63

When you meet with your supervisor to discuss whether an apology should be issued, she expresses concern. While it is clear to her that an apology could imply legal liability, she is not sure that there are compelling positive outcomes. In describing to her the possible effects of apologizing, you would likely mention all of the following EXCEPT ________.

A)improving the company's public image.
B)facilitating forgiveness.
C)decreasing damages if the case should go to court.
D)absolving the company from having to correct the problem.
E)being perceived as ethically correct.

Question 64

When identifying an issue to a company that you are working with, all of the following can soften the impact of the bad news EXCEPT ________.

A)using "we"
B)using "our"
C)using "us"
D)using "you"
E)using "ours"

Question 65

Change is so pervasive in business and industry that "change management" has emerged as a discipline to study effective methods of managing organizational change for all of the following EXCEPT ________.

A)processes
B)systems
C)layoffs
D)human resources
E)information technology

Question 66

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

Question 67

You need to tell one of these subcontractors, 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?

A)You have failed to live up to our expectations.
B)During the last quarter your performance has failed to satisfy.
C)Recent results have not met the standards agreed upon at the outset of our relationship.
D)We are not at all pleased with the way you have done your job in recent months.
E)You have disappointed us and you need to improve your behaviour dramatically.

Question 68

After composing a bad-news message, analyze the situation by asking yourself about the goal of your message, the audience, content, organization, and medium.

Question 69

Apologizing for mistakes in a bad-news business message ________.

A)is never a good idea
B)is standard procedure
C)can only harm the company's bottom line
D)is ethical, but not good business
E)can have a positive effect

Question 70

As long as you can show people that the final results will be positive for them, they will not perceive change to be negative.

Question 71

You have detected mistakes in the last two jobs performed by Asha, one of your subcontractors. When delivering this bad-news message to her, ________.

A)be sure to sugarcoat it so that you do not damage your relationship with Asha
B)don't worry about using tact in this message, as Asha is working for you in this relationship
C)imply the bad news, so that you don't run the risk of insulting Asha
D)assume some of the blame yourself so that Asha can save face
E)use tact and sensitivity, as an unhappy subcontractor could complain about you to customers and damage your company's reputation

Question 72

If your supervisor asks you to communicate some news to many employees and shareholders in your company simultaneously, one appropriate medium to accomplish this is a letter.

Question 73

Rejecting an employee's request for a raise is an example of a bad-news message.

Question 74

Most routine business communication benefits from a direct organizational plan, placing the main idea after the supporting details.

Question 75

Analyzing is crucial to developing a message that supports your business goals and positively affects audience reaction.

Question 76

Sugarcoating bad news is a good way to preserve the audience's self-esteem.

Question 77

Communicating bad news ineffectively may not only anger people, but it may harm your business.

Question 78

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

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 positive spin of the bad news
E)your responsibility for the bad news with the audience's responsibility for the bad news

Question 79

To remain competitive, businesses need to ________.

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 80

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 ________.

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