Deck 11: Bad-News Messages

Question 1

Severity relates to the probability of a bad event occurring.

Answer 1

False
Explanation: Likelihood relates to the probability of the bad event occurring.Severity relates to how serious or detrimental the consequences of a bad event will be.

Question 2

When delivering negative performance reviews,managers should focus on attitudes and intentions rather than actions and results.

Answer 2

False
Explanation: When delivering negative performance reviews,managers should focus on actions and results rather than attitudes and intentions.

Question 3

If you gather as much information as you can from a variety of sources,then you are less likely to make objective judgments and propose fair solutions.

Answer 3

False
Explanation: Gathering the facts from a variety of sources is critical for bad-news messages.If you gather as much information as you can from a variety of sources,you are more likely to make objective judgments and propose fair solutions.

Question 4

You should have a colleague review all of your bad-news messages before you deliver them to their intended recipients.

Question 5

Deb has been informed by her manager that she will be fired if her performance does not improve.This bad news has a high degree of controllability.

Question 6

The person delivering bad news should not discuss the immediate impacts of that news on recipients.

Question 7

According to research firm Siegel+Gale,delivering bad news the right way can strengthen customer relationships and lay the foundations for increased trust when conditions improve.

Question 8

One characteristic of high-performing organizations is that employees will share bad news with superiors but not with each other.

Question 9

According to communication specialist Dave Zielinski,communicators should avoid openness when delivering bad news.

Question 10

The tone of your delivery often outweighs the content of your message when providing face-to-face feedback.

Question 11

When bad-news message recipients know you are concerned about them,they generally respond without antagonism and even appreciate your honesty.

Question 12

In her message,Lorrie first explained to her employees that the emergence of new technologies had caused demand for the company's products to go down,and then informed them that work hours would be reduced.This is an example of a more-direct message.

Question 13

One advantage of giving bad news in a written communication is that you can ensure that you state the bad news with great care and accuracy.

Question 14

Zach uses simple and direct language in an announcement stating that his company has discontinued a popular product because the cost of production has soared.His choice of language will help customers to believe that he has been up front with them.

Question 15

Delivering bad news without knowing the details tends to cause unnecessary anxiety among receivers.

Question 16

The mum effect occurs when bad news is filtered out of messages as they are passed up the chain of command.

Question 17

In performance reviews,providing feedback only on observable actions typically provokes defensiveness.

Question 18

A less-rich channel of communication is more likely to be appropriate for bad-news messages that are relatively controllable,unlikely,and/or less severe.

Question 19

Bad news is best delivered in person.

Question 20

The manner in which Luis delivers bad news to his employees will have little to no effect on his credibility.

Question 21

Tomas has to write a letter denying a customer's request for a free replacement for her two-year-old business laptop,which is past its warranty.Which of the following is an appropriate buffer statement he might use?

A) I am sorry to hear that your laptop is no longer performing as expected.
B) Are you certain that you have not dropped or otherwise mishandled your computer?
C) Your computer is outdated,and some performance issues are to be expected at this point.
D) The warranty on your laptop expired ninety days after purchase.
E) Our records show that you decided not to purchase the extended warranty that was offered to you at the time of purchase.

Question 22

Which of the following is most likely to be communicated in writing?

A) rejection of a colleague's idea
B) a decision to cut employees' hours
C) a poor review of an employee's performance
D) a decision to lay off an employee
E) termination of a long-term supplier's contract

Question 23

Which of the following is an advantage of delivering bad news in person?

A) Verbal delivery of bad news message requires less time than written delivery.
B) Compared to written delivery,verbal delivery results in better documentation of the message.
C) One can effectively clarify and explain the bad news when it is delivered in person.
D) Verbal delivery of bad news provides directions that bad-news recipients can refer to later.
E) Compared to written delivery,verbal delivery can deliver bad news to more people more effectively.

Question 24

Which aspect of bad news indicates how serious or detrimental a bad-news message is?

A) severity
B) consequences
C) controllability
D) adaptability
E) likelihood

Question 25

Compared to delivering bad news in person,delivering bad news in writing

A) allows for richer communication.
B) provides greater scope for immediate feedback.
C) allows for intentions to be demonstrated more easily.
D) appears more callous and impersonal.
E) is more efficient and therefore more sensitive to the audience.

Question 26

Elise,the head of human resources at Gold Bowl Inc. ,has to deliver a negative performance review to Aaron,one of Gold Bowl's employees.Which of the following is the best teaser statement for Elise to use in the subject line of her bad-news email?

A) some feedback on your recent performance
B) unacceptable
C) lunch this afternoon
D) appreciation of your work
E) your poor performance

Question 27

A person who has to deliver a bad-news message should gather as much information as possible from a variety of sources to reduce the

A) credibility of the message.
B) severity of the situation.
C) impact on both the sender and the receiver.
D) probability of making subjective judgments.
E) controllability of the situation.

Question 28

Which of the following is an example of a bad-news message that is characterized by high severity and low controllability?

A) laying off an employee
B) rejecting a customer claim
C) giving an employee a poor review
D) deciding to no longer use a supplier
E) rejecting a colleague's idea

Question 29

Which of the following is an example of a bad-news message that is characterized by high severity and high controllability?

A) laying off an employee
B) rejecting a customer claim
C) telling an employee that her performance needs improvement
D) cutting back an employee's work hours
E) rejecting a colleague's idea

Question 30

An email that rejects a colleague's idea should ideally start with a(n)

A) list of the problems the organization will face because of the idea.
B) reference to shared work goals.
C) explanation of the idea's immediate negative impacts.
D) logical criticism of the colleague's idea.
E) list of other colleagues who disliked the idea.

Question 31

The degree to which the bad-news message receiver can alter the outcome is referred to as

A) controllability.
B) severity.
C) likelihood.
D) power.
E) adaptability.

Question 32

Which of the following is the best example of a less-direct message?

A) Employees will have to bear a salary cut due to the recession.
B) Your last quarter's performance rating is low due to your absenteeism.
C) The warranty clause has expired,so we will not be able to replace your television.
D) This employment contract is terminated,because you have failed to meet our quality standards.
E) Your idea has been judged infeasible because of the company's lack of funds.

Question 33

In a bad-news message,a buffer is a statement that is typically used to

A) express criticism.
B) distance yourself from the recipient.
C) convey false hope.
D) show appreciation.
E) express disappointment.

Question 34

Which aspect of bad news relates to the probability of the bad event occurring?

A) adaptability
B) controllability
C) likelihood
D) severity
E) consequences

Question 35

Which of the following is an ineffective way to soften the blow of a bad-news message?

A) a direct message structure
B) a buffer statement
C) a teaser message
D) an expression of concern for the recipient
E) a rationale for the difficult news

Question 36

Takumi has to tell David that his attitude and mannerisms have offended some customers.He also must inform David that he is on probation for six weeks and will be fired if his behavior does not improve.Takumi should deliver this message in a(n)

A) email.
B) phone call.
C) video call.
D) personal meeting.
E) memo.

Question 37

Malik uses appraisal software to provide regular feedback to his employees.Which of the following is an example of something he should not do with the software?

A) Send feedback to all employees on the same day each week.
B) Rank each employee's performance on a scale from one to ten.
C) Write personalized messages to each employee highlighting positive and negative aspects of their performance.
D) Offer to meet personally with employees that receive negative feedback.
E) Encourage employees to respond to feedback and participate in open-ended discussions.

Question 38

Which of the following should communicators avoid when delivering bad-news messages?

A) bearing responsibility for one's own role in causing bad news
B) committing to transparency and honesty in delivering bad news
C) viewing delivery of bad news opportunistically
D) sympathizing with the recipients of bad news
E) telling the truth even when it is not popular or politically correct

Question 39

Jerry,the owner of Blue Sky Inc. ,needs to inform employees that they will receive a twenty percent salary cut to help the company survive a recession.If Jerry communicates this bad message in an evasive and misleading manner,it will likely

A) negatively affect Jerry's credibility.
B) strengthen Jerry's character.
C) decrease the negative impact of the bad news on employees.
D) signal that Jerry is a strong leader in challenging situations.
E) improve the company's chances of long-term success.

Question 40

Geneva,a team manager at Mobile Solutions,needs to inform her subordinates that there will be a round of layoffs at the end of the fiscal year.In which of the following scenarios would Geneva be justified in delivering the bad news via email?

A) Geneva's team consists of fewer than five employees.
B) Geneva and her team work remotely from all around the world,and are unable to meet face to face.
C) Geneva is too upset about the news to deliver it in person.
D) Geneva wants to maintain a high level of credibility with her remaining subordinates after the layoffs occur.
E) Geneva wants to use the richest communication channel available.

Question 41

Which of the following is the best example of setting measurable and realistic expectations?

A) Jessica tells Halim that she believes he can turn things around for his next performance review.
B) Marsha tells Eddie,a machine operator,to reduce the amount of defective parts he produces by 40 percent.
C) Pablo tells Rachel,one of his sales people,that he expects a sharp improvement in her sales figures.
D) Mark asks Ben to help ensure that the market share of the company increases.
E) Keisha informs Roger that she expects to see an improvement in his output as soon as possible.

Question 42

Although it may soften the blow of a bad performance review,the sandwich approach to delivering bad-news may also

A) strengthen the message and emphasize the need for improvement.
B) improve the credibility of the message-bearer.
C) encourage poor performers.
D) allow the recipient to discuss the reasons for their poor performance.
E) lower morale among all employees.

Question 43

A person with high emotional intelligence will usually

A) manage emotions to respond constructively to negative feedback.
B) remain unaware of the negative emotions he or she feels.
C) respond to negative feedback by criticizing the other person.
D) display withdrawal during negative feedback.
E) seek and accept only positive feedback.

Question 44

As a result of the mum effect,the message that reaches the top executives of an organization is usually

A) clear and specific.
B) falsely positive.
C) delayed and outdated.
D) highly credible.
E) explicit and direct.

Question 45

Mena is worried about telling her boss that her team failed to meet one of its four deadlines last month.Instead,she says that the team is doing well and hitting most of its targets.This is an example of

A) the mum effect.
B) a teaser statement.
C) a buffer.
D) token appreciation.
E) reframing.

Question 46

Trevor has to inform one of his subordinates that he is no longer being considered for a promotion.In his message,he should end with

A) a buffer.
B) a blaming statement.
C) a focus on his own concerns.
D) an expression of goodwill.
E) some thoughts on the direction of the company.

Question 47

Which of the following should be avoided when conveying bad news to customers?

A) neutral language
B) passive verbs
C) teaser messages
D) a buffer statement
E) an accusatory tone

Question 48

A person who has to deliver bad news should avoid

A) using a neutral subject line for the message.
B) including a short buffer at the beginning of the message.
C) expressing sympathy to the readers.
D) taking the blame for something that is not his or her fault.
E) providing a rationale for the unfavorable decision made.

Question 49

Vera is the owner of Component Fabrication,Inc.After a major customer takes their business elsewhere,she has to cut back on the hours she can offer her 44 employees.She sends them an email with the subject "A change to our shift lengths" that says how they are not getting as many orders now that their best customer has left.As a result,she explains,the length of each shift will be reduced by 90 minutes.Vera closes by expressing the hope that hours can be expanded again after new customers are found in the next few months. What mistake did Vera make that could leave her message recipients feeling disrespected?

A) not delivering the message in person
B) omitting a teaser statement
C) failing to close with goodwill
D) using a direct message structure
E) not providing a rationale for the bad news

Question 50

The following is a quotation from a negative performance review delivered by a senior manager to a team leader: "I know you and your team have the potential to turn things around for our next performance review;hence,we need to totally focus on getting everything right from now on." This is an ineffective thing to say in a performance review because it

A) does not focus on attitudes and intentions.
B) does not use the sandwich approach.
C) uses a compliment as a buffer statement.
D) uses a teaser message as an opening statement.
E) does not provide measurable and realistic expectations.

Question 51

Veronica,a sales manager at West Wind Apparel Company,is reviewing the performance of her team.She observes that one of her subordinates,Melissa,has performed poorly in the last quarter.When giving Melissa a negative performance review,Veronica should ensure that she

A) sugarcoats the bad news by placing it between compliments.
B) focuses on Melissa's attitudes and intentions.
C) uses primarily a backward-looking tone.
D) asks for Melissa's perspectives on her poor performance.
E) uses an accusatory or a confrontational tone.

Question 52

Juana wants to reject her colleague's idea.To deliver this bad news effectively in writing,she should

A) use a lot of jargon in her message.
B) use a simple design for her message.
C) avoid the use of buffer statements.
D) ensure that the message looks slick.
E) use a direct message structure.

Question 53

Research on Uno Motor Corp.revealed that the company shows signs of the mum effect.As a result,Uno Motor is likely to

A) underperform year after year.
B) succeed on most projects.
C) develop a transparent culture.
D) accurately state bad news.
E) build its credibility with employees.

Question 54

When delivering negative performance reviews,focusing on attitudes and intentions will

A) prevent employee defensiveness.
B) increase the effectiveness of the review.
C) be considered perceptive.
D) be perceived as judgmental.
E) increase the credibility of the reviewer.

Question 55

The mum effect results when employees in an organization

A) avoid sharing bad news because they do not want to be blamed.
B) view the delivery of bad news opportunistically.
C) take quick actions to rectify the problems described in a bad-news message.
D) take responsibility for bad events even if they are not at fault.
E) avoid talking to superiors at all for fear that they will be criticized.

Question 56

Which of the following is an effective way of delivering a negative performance review?

A) using an accusatory or confrontational tone
B) adopting a team-centered orientation
C) focusing on attitudes and intentions rather than actions and results
D) pointing out mistakes rather than problem solving
E) sugarcoating the bad news

Question 57

Which of the following is the most effective way of delivering a bad-news message to a long-term client?

A) Minako uses you-voice in her written message to deliver the bad news.
B) Brian provides long descriptions of what the client did wrong.
C) Sandra meets with the client,provides a rationale,and discusses impacts.
D) Tommy leaves a voice message on the client's telephone.
E) Calvin writes a letter couching the decision in legal language.

Question 58

Ovidu leads a team of workers at an advertising firm.Recently,one of his subordinates,Lorraine,suggested that the team celebrate a major milestone by taking the afternoon off to go to a baseball game together at the company's expense. Ovidu cannot approve this request,since the team's budget for entertainment is not enough to pay for everyone.Which of the following would be a good thing for Ovidu to say to Lorraine when he meets with her to discuss her proposal?

A) I like the baseball game idea,however it's just not possible right now.
B) If you'd thought about the outings we've already been on and how expensive baseball tickets are,you probably wouldn't have made this suggestion.
C) Once I decide on an alternative,less expensive way of celebrating,you'll be the first to know.
D) I would be happy to listen to any other ideas you have about how to celebrate our team's achievement.
E) Thanks for the suggestion,but the answer is no.

Question 59

Gus,the general manager at Fireball Manufacturing,has to deliver a negative performance evaluation to Tina,a customer service representative.During the meeting,Gus first thanks Tina for her kindness to fellow employees,then he delivers the bad news.Finally he ends the review with an expression of goodwill.In this situation,Gus is applying the ______ approach for delivering the bad-news message.

A) sandwich
B) teaser
C) buffer
D) sugarcoat
E) direct

Question 60

You are a senior manager who needs to evaluate five supervisors in your department.Which of the following supervisors will you decide is the most effective at delivering performance reviews?

A) Rita sugarcoats her descriptions of problem behaviors when delivering a negative performance review.
B) Adrianne procrastinates delivering negative feedback when she sees that employees are defensive.
C) Julia helps the poor performers of her team understand the ways in which they are hurting organizational performance.
D) Jorge discusses what he believes employees are thinking rather than their concrete actions.
E) Derek uses an accusatory tone while delivering a negative performance review.

Question 61

How can tone,style,and design be used to deliver written bad news effectively?

Question 62

Damon needs to dismiss an employee for excessive absenteeism.How can he use the FAIR test to evaluate this message before delivering it?

Question 63

How would you use the FAIR test to evaluate a performance review for a poorly performing individudal before giving it to the employee?

Question 64

Mona has a performance review scheduled with her boss at the end of the week.She is aware that she has badly missed her sales goals for the quarter,and is anxious that she will be reprimanded for her poor performance.Mona,however,reminds herself that getting an honest assessment of her work will only help her,and looks forward to asking her boss for suggestions on improving her performance.This means that Mona

A) is displaying counterproductive response to negative emotions.
B) is displaying signs of defensiveness,denial,and withdrawal.
C) is an individual with low emotional intelligence.
D) is incapable of identifying the negative emotions she is feeling.
E) is reframing her thoughts to foster a constructive conversation.

Question 65

List the guidelines for delivering bad-news messages.

Question 66

Which component of the FAIR test refers to the transparency of the motives and reasoning of the person delivering the bad news?

A) fact
B) access
C) audience
D) impact
E) respect

Question 67

List the various points that are to be considered while delivering negative performance reviews.

Question 68

What is meant by the mum effect? How does it affect businesses?

Question 69

Which component of the FAIR test relates to the question "Have I stated the message in a way that recognizes the inherent worth of others?"

A) fact
B) access
C) audience
D) impact
E) respect

Question 70

Catherine heads a sales team,and most of her subordinates have performed well.However,one of the team members,Dave,has been performing poorly.Catherine has created a file that records Dave's performance issues and contains a few emails from colleagues criticizing him in confidence.While delivering the negative feedback to Dave,Catherine should

A) focus on the poor attitude that Dave's posture and expression reveals.
B) keep the negative emails from other colleagues private.
C) ask Dave why he cannot be more like the other team members.
D) give Dave the goal of doing better within a short time.
E) focus on pointing out mistakes rather than problem solving.

Question 71

During a difficult performance review,a person with high emotional intelligence is most likely to

A) point out the supervisor's mistakes.
B) avoid future interactions with the supervisor.
C) rationalize the conduct being criticized.
D) accept the negative feedback.
E) respond with the silent treatment.

Question 72

Megan,an account manager at Murray & Associates,has decided to reject a marketing concept developed by Niles,a respected colleague.What are some ways in which Megan can avoid the mistake of offering token appreciation for Niles' suggestion?

Question 73

Which of the following questions should you ask yourself to determine if the bad-news message you plan to send passes the "facts" aspect of the FAIR test?

A) Have I considered all the ways in which this message will impact others in the near term and long term?
B) Have I gathered all the relevant information and examined various accounts of the same event?
C) What have I done to lessen the negative impacts on recipients?
D) Have I stated the message in a way that recognizes the inherent worth of others?
E) What am I doing to provide appropriate opportunities to the bad-news recipients?

Question 74

Which of the following statements made by an employee would be a counterproductive response to a negative review?

A) My boss doesn't care about my work,so why should I care what he thinks?
B) It is my responsibility to accept the feedback and improve myself accordingly.
C) The feedback I get from my boss will facilitate my career advancement.
D) Negative feedback is a part of the boss's job and mine.
E) My performance on the job is not related to whether my boss likes me.

Question 75

Why is accepting negative feedback important for employees? What should be done by employees to accept and respond to it effectively?

Question 76

Zelda needs to inform her employees that a major client has gone bankrupt,and that the company will need to downsize due to the loss of business.What are the advantages and disadvantages of delivering the news in person?

Question 77

What are the three aspects of bad news that impact how you approach delivering it? Explain each of the three aspects and their impact.

Question 78

Duane is preparing a negative performance review for Eric,an employee whose productivity is far below that of his fellow team members.Which of the following questions will help Duane determine if his draft review passes the "impacts" aspect of the FAIR test?

A) Are my motives clear,or will others perceive that I have a hidden agenda in giving Eric a negative review?
B) Is my perspective of Eric's performance influenced by defensiveness,favoritism,or some other bias?
C) Have I stated the message in a way that is respectful toward Eric?
D) Am I doing what I can to provide appropriate opportunities to Eric?
E) Is the rationale for this negative review based on sound facts and conclusions?