Deck 6: Communicating Bad News

Question 1

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 those of 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.

Answer 1

E
Explanation: This statement conveys the bad news clearly,but sensitively,by using positive phrasing.The other statements are insensitive,ambiguous,or potentially discriminatory,leaving the company open to legal complications.

Question 2

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;encode
D)composing;analyze
E)evaluating;compose

Answer 2

D
Explanation: 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 3

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)justification behind the bad news
D)silver lining,or hidden benefit of the bad news,
E)apology

Answer 3

C
Explanation: An effective bad-news message should explain the reasons behind the bad news.Of all the features in a message,the justification and explanation has the most power to influence the audience to accept your bad news.

Question 4

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

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?

Question 5

In the context of sharing bad news,a text message ________.

A)is not considered to be appropriate under any circumstances
B)is typically used to share the news with the public
C)is used so that the news does not seem impersonal or evasive
D)may be seen as an informal approach
E)avoids immediate discussion of the news

Question 6

Both the direct and indirect organizational methods of bad news should start with ________.

A)a buffer
B)reasons for the bad news
C)the bad news
D)alternatives to the bad news
E)the main idea in the first sentence

Question 7

Which of the following is an advantage to using email to convey bad news?

A)Email allows the bad news to be referred instead of stated directly.
B)Email allows the sender to sugarcoat the message.
C)Email is more likely to be accurate and complete.
D)Email is more likely to be used confidentially.
E)Email is less likely to get a response than a face-to-face conversation.

Question 8

To be effective,it is most important that a bad-news message should ________.

A)explain the reasons behind the bad news
B)anticipate the reaction of the audience
C)clearly state the desired outcome
D)soften the impact of the news as much as possible
E)include an apology

Question 9

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

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

Question 10

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?

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

Question 11

Which of the following questions is a part of the analyzing stage of the ACE process for delivering bad news?

A)Have I avoided legal complications?
B)Is the bad news stated clearly and sensitively?
C)Should I include an apology?
D)Should I begin with the bad news or lead up to it?
E)How can I clearly phrase the bad news?

Question 12

Using email to communicate bad news ________.

A)is never a good choice
B)doesn't give your audience time to analyze the bad news before replying
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 unanimously justified by human resource professionals in the case of firings and layoffs

Question 13

To share some important bad news with a client in a way that does not seem impersonal or evasive,which of the following would be the best choice?

A)Text message
B)IM
C)News letter
D)Email
E)Website

Question 14

If your audience is expecting to hear from you,and the bad news is not a surprise,what organizational approach will benefit the message?

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

Question 15

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

A)state 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 16

When preparing to deliver bad news,the audiences' reaction ________.

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 17

To soften the impact of the bad news,what type of information can be included in the message?

A)An apology
B)A benefit of the bad news
C)Reasons for the bad news
D)A reminder of what has gone well so far
E)Options or alternative choices

Question 18

When possible,which method of delivering bad news is usually the best choice?

A)Email
B)Face-to-face
C)Text
D)Phone calls
E)Letters

Question 19

In which stage of the ACE process does a communicator determine the best medium to use in providing the bad news?

A)Analyzing
B)Addressing
C)Composing
D)Critiquing
E)Evaluating

Question 20

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.

Question 21

When positioning the bad news,what is one way to soften the impact?

A)Position the bad news in the first sentence.
B)Use an active voice.
C)Clearly identify what the audience did to cause the bad news.
D)Use negative words as much as possible.
E)Begin with positive information that builds goodwill.

Question 22

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 23

Which of the following is a way to "soften the blow" of bad news?

A)Making the bad news vague
B)Positioning bad news ahead of good news
C)Subordinating the bad news
D)Using negative language
E)Placing the blame on the audience

Question 24

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 provide introductory explanation 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 customer's goodwill

Question 25

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)by subtle hints
E)in vague terms

Question 26

When positioning the bad news in a letter,which of the following would ease the impact of the bad news?

A)Subordinate the bad news.
B)Propose a solution.
C)Offer an alternative.
D)Create options for future business.
E)Focus on benefits.

Question 27

When getting bad news from people of other cultures,how can you be sure of the message?

A)Listen carefully to what is said,and what is not said
B)Ask them to put the response in writing
C)Repeat their responses back to them
D)Ask for direct,specific responses
E)Assume the news is good unless there is a clear indication otherwise.

Question 28

In which of the following situations is the direct organizational method the preferred way to deliver bad news?

A)The news is likely to upset or anger the audience
B)The news is irrelevant to health and safety
C)The news is difficult to explain and understand
D)The news will not come as a surprise
E)The news is unexpected

Question 29

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.

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

Question 30

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

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

Question 31

Why is it inappropriate to use the indirect approach in a message that has to do with an employee's safety?

A)The audience may mistake the message for a routine communication and decide not to read it.
B)It is most important to maintain the company's positive image and retain the customer's goodwill.
C)This approach 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 32

Which of the following is required to ensure a message is effective?

A)Clear statement of news
B)"You" perspective
C)Evaluation
D)Neutral buffer
E)Goodwill

Question 33

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

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

Question 34

When evaluating a message,the message should be ________.

A)clear,easy to understand,and honest
B)passive,thoughtful,and gentle
C)clear,concise,and objective
D)easy to understand,honest,and positive
E)neutral,clear,and short

Question 35

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

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 36

Which of the following is an acceptable way to ease the impact of bad news?

A)Using the active voice
B)Putting the bad news ahead of the explanation
C)Avoiding the passive voice
D)Surrounding the bad news by two subordinate clauses
E)Avoiding clear phrasing

Question 37

What is the difference between using a direct and an indirect approach to bad news?

A)The use of a buffer statement
B)The order of the bad news and explanations
C)The level of detail
D)The discussion of alternatives
E)The close of the message

Question 38

What is the best way to ensure the audience understands the bad news?

A)Imply the bad news
B)Use vague terms regarding news
C)State the bad news clearly
D)Start the message with the bad news
E)Invite the audience to contact you to discuss the bad news

Question 39

When concluding bad news messages,which of the following will promote goodwill in the message?

A)Eliminating negatives
B)Proposing an alternative
C)Avoiding blame
D)Using positive or neutral language
E)Subordinating the bad news

Question 40

How can a buffer be used to soften the impact of bad news?

A)The buffer can be used to specifically state the bad news.
B)The buffer can offer alternatives to the bad news.
C)The buffer can act as a courteous close.
D)The buffer can provide context for the message.
E)The buffer can indicate the severity of the problem.

Question 41

Using a "silver lining" in the close of a bad-news message includes ________.

A)potential benefits
B)an apology
C)a final reminder of what the bad news is
D)a final reminder of why the decision was made
E)contact information in the event the receiver wishes to communicate further

Question 42

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 43

Your audience will be less accepting of 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 44

If you are refusing a request,but can grant a portion of the request,how should your message close?

A)With a sense of goodwill
B)With a statement about what the company can do,or an alternative
C)By subordinating the news
D)Using a passive voice
E)Using an active voice

Question 45

In addition to expressing appreciation for an idea,how can you reject a team member's suggestions while maintaining goodwill?

A)Discuss the merits of alternative suggestions.
B)Discuss reasons why the idea is bad.
C)Provide convincing explanations.
D)Let the team member know,in private,that other team members did not like the idea.
E)Make the team member responsible for the implementation of the idea so they will realize the problems with the idea.

Question 46

What can be done to soften unexpected bad news?

A)It can be followed by reasons for the bad news.
B)It can be written using "you" language.
C)It can be implied,allowing the receiver to guess at the bad news.
D)It can be placed later in the message.
E)It can be apologized for.

Question 47

When denying a customer claim,what should the goal of the communication be?

A)To say "no" in clear terms
B)To explain how the customer is at fault
C)To encourage the sale of a more expensive item
D)To maintain goodwill
E)To use clear and concise language

Question 48

When communicating bad news to a customer,which of the following is most important in maintaining a positive relationship?

A)The company has corrected all errors,if they are at fault.
B)The company is willing to apologize whether or not they are at fault.
C)The company should avoid using buffer statements.
D)The company is willing to avoid identifying reasons for denying the request.
E)The company must use the direct approach so as not to waste the customer's time.

Question 49

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

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.

Question 50

Which of the following can soften the bad news when denying a customer request?

A)Making the customer feel guilty about requesting
B)Stating that such requests in the future will not be entertained
C)Stating that company policy prohibits the request
D)Offering an alternative solution to the customer's request
E)Asking the customer to read the service guidelines before sending a request in the future

Question 51

When writing a communication to deny a customer claim,what can be done to help maintain a future relationship?

A)Providing a prompt response
B)Explaining how to prevent similar issues in the future
C)Use the word "you" frequently so the customer feels valued
D)Lead the message with a clear statement of the bad news
E)Helping the customer feel that the resolution was fair

Question 52

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

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

Question 53

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

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

Question 54

If you must refuse a claim because the customer was at fault,which of the following might help maintain customer loyalty?

A)Explain the company policy and use that as the reason for the refusal.
B)Explain the reason behind the policy and refusal.
C)Clearly state the refusal.
D)Offer clear and reasonable alternatives.
E)Offer discounts on future transactions.

Question 55

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 56

How can someone maintain credibility and goodwill while acknowledging a mistake has been made?

A)Minimize the potential damage from the mistake.
B)Provide a long list of reasons why the mistake was made.
C)Identify all those who were instrumental in supporting the bad decision.
D)Take responsibility for the mistake.
E)Send a letter of apology to all affected by the mistake.

Question 57

Which of the following approaches is most likely to be appropriate for closing a bad-news message?

A)Avoid proposing a solution.
B)Distract the audience from the topic.
C)Blame the audience.
D)Focus on a benefit.
E)Apologize for the bad news.

Question 58

When an extension on a deadline is needed,asking for the extension instead of demanding an accommodation for the delay ________.

A)will be perceived as a sign of weakness
B)will likely be seen as aggression
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 59

In today's team-based businesses,which of the following is most likely to be the result of collaboration?

A)It creates a situation where fewer ideas are generated.
B)It creates a situation where you may need to accommodate more ideas than you decline.
C)It creates a situation where fewer ideas are needed because most of the information can be obtained from the Internet.
D)It creates a situation where you may need to reject more ideas than you accept.
E)It creates a situation where people are reluctant to come up with creative ideas.

Question 60

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

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 61

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

Question 62

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 63

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

Question 64

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 65

Which of the following is a key element of change management?

A)Communication
B)Adaptability
C)Opportunity
D)Goodwill
E)Policy implementation

Question 66

When conveying bad news,you should eliminate excess negatives to soften the blow of the news.

Question 67

Why are performance problems best handled in face-to-face meetings?

A)The opportunity to read nonverbal signals is strong.
B)Face-to-face meetings allow for discussion.
C)A face-to-face meeting is less embarrassing for the person with the performance problem.
D)Face-to-face meetings take less planning than written communications
E)A message is sent to those who see the meeting taking place that positive action is occurring,thus improving the morale of the entire department.

Question 68

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

Question 69

Which approach should be used when communicating effectively with people who resist change?

A)Clarify and restate the news on a regular basis.
B)Put the news in context to soften it.
C)Apologize for the news every time it needs to be discussed to show empathy.
D)Develop communication that is as efficient as possible.
E)Listen,keep an open mind,and have multiple conversations.

Question 70

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 buffer for the bad news
E)your responsibility for the bad news with the audience's responsibility for the bad news

Question 71

The rise of social media puts additional pressure on businesses to handle bad-news messages well.

Question 72

When crafting an apology,what corporate strategy should be employed?

A)Announce the bad news only to those most affected by the news.
B)Develop a blanket statement that shows concern for everyone,not just those affected by the mistake.
C)Assign responsibility for the problem.
D)Explain the company's remedial measures to correct the problem.
E)Use a vague and indirect tone for the message.

Question 73

Stating bad news in vague terms is a good way to preserve the audience's self-esteem.

Question 74

When responding to an ethical scandal,what can be done to help rebuild trust?

A)Use general and evasive terms.
B)Increase efforts at customer sensitivity.
C)Clearly identify who is to blame.
D)Communicate the issue after a careful statement and plan has been developed.
E)Take responsibility for the problem.

Question 75

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

Question 76

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

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

Question 77

Taking responsibility for mistakes and bad decisions ________.

A)results in the customer ending all business relations with the company
B)is considered to be harmful for future business
C)results in angry customers
D)is critical for maintaining credibility and goodwill
E)must be avoided

Question 78

How can you incorporate a buffer when giving constructive criticism?

A)Offer a sincere thank you for the effort.
B)Explain how to improve.
C)Describe the impact of the action.
D)Ask a question.
E)Say something positive first.

Question 79

When communicating negative change,how can you maintain goodwill with employees and the community?

A)Be transparent and respectful.
B)Take a defensive stance.
C)Put the news in context to soften it.
D)Assume responsibility for the mistake.
E)Announce how the problem will be fixed,or prevented,in the future.

Question 80

Most routine business communication benefits from an indirect organizational plan which involves placing the main idea after the supporting details.