In deciding to share negative information about an employee to your supervisor, what question should you consider first?

Was the act criminal or hostile behavior or just a one-time mistake?

All of the following are helpful tips to deliver a bad-news message personally in the workplace except

focus on the future and avoid discussing the past or the present.

. Which of the following is the most important part of a negative message?

An explanation of the reasons for the bad news

The primary benefit of using the indirect strategy to communicate bad news is that it

ensures that your reasoning will be read while the receiver is receptive

The buffer in a bad-news message should

contain information that encourages the receiver to continue reading.

When presenting the reasons for bad news, you should

All answer choices are correct.

Readers are more likely to accept negative news when

they feel that the decision was fair, impartial, and rational.

Constructing messages saying no to emotionally involved receivers...which should be used

Use neutral, objective language to explain the reason the claim is refused

What is the best advice for presenting the bad-news portion of your negative message to employees?

Position the bad news so that it does not stand out.

Using the indirect strategy to prepare the reader in a bad-news message

helps you keep the reader's attention until you can explain the bad news.

When bad news must be given to large group, which of the following digital media would be appropriate to use?

All of these would be appropriate forms.

All of the following are effective techniques for softening bad news except

positioning the bad news at the beginning or end of a paragraph

When writers must convey bad news, they must carefully consider all of the following except the

total number of words they use.

A bad-news message, whether delivered in person or in writing, is usually better received when you

give the reasons before the bad news.

Kenesha must respond to a negative comment written by a customer on Twitter. What advice should she follow?

Kenesha should follow all these tips.

Taylor must send a bad-news message to a client What should Taylor do first

Analyze the bad news to see how it will affect his reader.

When you must refuse typical requests, you should first think about how the receiver will react and decide

whether to use the direct or the indirect strategy.

studbud

ch 7 negative news

33 termsStudBud Administration10 plays

Imported from external platform

Flashcards33 cardsFPractice quizPHost liveL

Questions 33

Answers

1
In deciding to share negative information about an employee to your supervisor, what question should you consider first?
Was the act criminal or hostile behavior or just a one-time mistake?
How can I avoid being identified as the tattle tale by other employees?
Will I profit personally (promotion, bonus pay, or honors)?
How should I time the information delivery (before or after a meeting)?
2
The bad feelings assoc with disappoint news can be reduced if
all of these
the receiver feels that the news was revealed sensitively
knows the reasons for the rejection clearly
believes that the matter was treated seriously and fairly
3
Which of the following would be an effective way to begin a bad-news message using the indirect strategy?
Providing a statement of mutual agreement
all of these
Revealing the best news
Complimenting the reader
4
All of the following are helpful tips to deliver a bad-news message personally in the workplace except
prepare and rehearse; outline what you plan to say.
think about timing and do not deliver bad news on a Friday afternoon.
consider taking a partner if you fear a "shoot the messenger" reaction.
focus on the future and avoid discussing the past or the present.
5
. Which of the following is the most important part of a negative message?
A neutral buffer
. A positive, forward-looking closing
The bad news itself
An explanation of the reasons for the bad news
6
When you must deliver bad news to one person or a small group, you should usually
address the issue in a department meeting.
send a formal letter.
deliver the message in person.
wait at least one week so that you can formulate your thoughts
7
The primary benefit of using the indirect strategy to communicate bad news is that it
demonstrates your writing abilities.
disguises the bad news
places the bad news before the explanation
ensures that your reasoning will be read while the receiver is receptive
8
The buffer in a bad-news message should
be completely unrelated to the bad news
. hint that good news will follow.
deny the requested action.
contain information that encourages the receiver to continue reading.
9
When presenting the reasons for bad news, you should
use positive wording.
cite benefits to the reader or others.
explain reasons clearly and specifically w/o revealing confidential info
All answer choices are correct.
10
Readers are more likely to accept negative news when
the message is delivered via phone rather than writing.
they feel that the decision was fair, impartial, and rational.
the writer refers repeatedly to company policy.
the writer uses strong, forceful language.
11
The indirect strategy works best when the bad news is
when the news will prompt a hostile reaction
all of these
the message arrives unexpectedly.
personally upsetting
12
The ability to understand and enter into the feelings of another is called
buffering.
audience demographics
. empathy.
sympathy.
13
A device to reduce the shock or pain of bad news is called a(n)
deflector
explanation
adjustment
buffer
14
Constructing messages saying no to emotionally involved receivers...which should be used
Use neutral, objective language to explain the reason the claim is refused
Use the refusal-before-reason pattern to present the information artfully
Avoid offering resale information
. Place blame where blame is due, including on the customer
15
What is the best advice for presenting the bad-news portion of your negative message to employees?
Place the bad news in the first sentence of a paragraph.
Use subjective language.
Strive to sugarcoat the message to ease the employees' pain.
Position the bad news so that it does not stand out.
16
Personally delivering bad news is sometimes recommended, but written messages are important to
to formally confirm follow-up procedures
establish a record of the incident
all of these
to promote good relations.
17
The primary difference between ethical and unethical communicators is that unethical communicators
intend to deceive.
take a reader-center approach.
sign someone else's name to their messages.
don't analyze their purpose for a message.
18
Using the indirect strategy to prepare the reader in a bad-news message
demonstrates your ability to vary your strategies.
allows you to confuse or distract the reader.
helps you keep the reader's attention until you can explain the bad news.
. shows insensitivity to your reader
19
When bad news must be given to large group, which of the following digital media would be appropriate to use?
E-mail
An intranet post
All of these would be appropriate forms.
A webcast
20
All of the following are effective techniques for softening bad news except
positioning the bad news at the beginning or end of a paragraph
suggesting a compromise or an alternative.
using passive-voice verbs.
placing the bad news in a subordinate clause.
21
When writers must convey bad news, they must carefully consider all of the following except the
context.
audience.
total number of words they use.
purpose.
22
You can soften the blow of the bad news in refusing a typical request or claim by
. using the active voice.
emphasizing the bad news.
. implying the refusal.
accentuating the negative.
23
A bad-news message, whether delivered in person or in writing, is usually better received when you
give the reasons before the bad news.
combine the buffer and bad news.
immediately share the bad news.
provide the reasons and explanations but conceal the bad news.
24
Which of the following is not a helpful tip for apologizing in a negative-news message?
Use good judgment, and do not admit blame
Accept responsibility.
Be sincere and explain what you will do to prevent recurrence.
Focus on your regret.
25
Business communicators have many goals in conveying negative news. Which of the following is a goal?
Being fair
all of these
. Maintaining friendly relations
Explaining clearly and completely
26
The closing of a bad-news message may do all of the following except
include coupons, samples, or gifts
restate the bad news.
anticipate future relations or business.
reference resale or promotional information.
27
Use the direct strategy for your message when the bad news is not damaging, when the receiver might overlook it, and
the bad news threatens the customer relationship.
. the bad news will provoke a hostile reaction
the bad news is unexpected.
firmness is necessary.
28
In announcing negative news to employees, where should you place an alternative, when one exists?
You should never provide an alternative in a bad-news message.
The opening
The body
The closing
29
Kenesha must respond to a negative comment written by a customer on Twitter. What advice should she follow?
Kenesha should follow all these tips.
Admit that her company errored if the complaint is legitimate
Investigate the situation thoroughly before responding.
. Suggest a refund or a discount on future services.
30
When calling a customer by phone to address a problem or disappointment, you should
describe the problem and apologize
all of these
offer an explanation and resolution
follow up with a written message that documents the phone call
31
Taylor must send a bad-news message to a client What should Taylor do first
Analyze the bad news to see how it will affect his reader.
Ask his supervisor to write and send the message
Gather information about his reasons for not meeting the deadline
Write the opening of his message
32
When you must refuse typical requests, you should first think about how the receiver will react and decide
whether to use the direct or the indirect strategy.
whom or what to blame
where and how to apologize
how to invite further correspondence.
33
To project a professional image when sending a negative message, you should
respond briefly without providing details.
readily accept all blame.
use forceful language.
control your emotions

ch 7 negative news Flashcards | StudBud