Business Communication Polishing Your Professional Presence 3rd
Edition Shwom
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MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.
1) Which of the following questions should be considered when determining the correct medium for a bad-news message?
A) Can you do anything to project a positive image?
B) How quickly do you need to share the information?
C) How can you maintain goodwill in the relationship?
D) Should you include an apology?
E) What justification and explanation should you include?
2) Why are bad-news messages challenging to compose?
A) They demand that you begin with the bad news, thus standing a good chance of alienating your audience from the start.
B) They require you to achieve a number of goals that are incompatible at first glance
C) They force you to offend your audience
D) They must be lengthy and vague to avoid legal consequences
E) They make it impossible to maintain your audience's goodwill.
3) One of the four goals of delivering bad news is to .
A) state the news clearly, yet sensitively
B) budget additional time to re-explain the message
C) gloss over the facts that may cause legal complications
D) offend your audience if necessary to get the message across
E) protect the audience's self-esteem by only hinting at the news
4) To be effective, a bad-news message should
A) clearly state the desired outcome
B) soften the impact of the news as much as possible
C) anticipate the reaction of the audience
D) include an apology
E) explain the reasons behind the bad news
5) Which of the following statements would be best to include in a letter turning down someone who applied for a job?
A) Unfortunately, we were more impressed by the other candidates.
B) After much consideration, we have offered the position to another candidate.
C) We are sorry to inform you that your credentials were not as impressive as those of the other candidates who applied for the position
D) We don't think that you are the right fit for this position at this point in time.
E) We think that you are talented, but feel the position would best be filled by a younger, more vibrant candidate.
6) To soften the impact of the bad news, what type of information can be included in the message?
A) Reasons for the bad news
B) A reminder of what has gone well so far
C) Options or alternative choices
D) A hidden benefit of the delay
E) An apology
7) 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) Should I include an apology?
C) How can I clearly phrase the bad news?
D) Should I begin with the bad news or lead up to it?
E) Is the bad news stated clearly and sensitively?
8) In which stage of the ACE process does a communicator determine the best medium to use in providing the bad news?
A) Composing B) Analyzing C) Evaluating D) Critiquing E) Addressing
9) Before a bad-news message, the situation by asking yourself several questions that help you develop content and choose the best medium.
A) composing; analyze
B) analyzing; evaluate
C) analyzing; compose
D) composing; encode
E) evaluating; compose
10) When preparing to deliver bad news, the audience's reaction
A) should be anticipated by thinking about the situation from their perspective
B) will always be the same angry and disappointed so no additional analysis on this subject is necessary
C) will not greatly impact the content that you develop for your message
D) can be exactly predicted using the ACE process
E) will vary so much from case to case that it is not worth the effort to try to determine it
11) 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) silver lining, or hidden benefit of the bad news
D) apology
E) justification behind the bad news
12) When possible, which method of delivering bad news is usually the best choice?
A) Phone calls
B) Face-to-face
C) Email
D) Letters
E) Text
11)
13) Which of the following is an advantage to using email to convey bad news?
A) Email allows the sender to sugarcoat the message.
B) Email allows the bad news to be referred instead of stated directly
C) Email is less likely to get a response than a face-to-face conversation. D) Email is more likely to be used confidentially.
E) Email is more likely to be accurate and complete
14) If a company must share bad news quickly with the public, which of the following would be an appropriate way to accomplish this?
A) Group meeting
B) Memos
C) Websites
D) Telephone E) Letter
15) If you want to encourage immediate discussion of your bad-news message, which of the following would be an appropriate choice for delivering your message?
A) Letter B) IM C) Website D) Memo E) Email
16) In the context of sharing bad news, a text message .
A) may be seen as an informal approach
B) is typically used to share the news with the public
C) is not considered to be appropriate under any circumstances
D) avoids immediate discussion of the news
E) is used so that the news does not seem impersonal or evasive
17) 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) Newsletter
B) Email
C) Text message
D) Website
E) IM
18) Using email to communicate bad news
A) makes it more likely that the person communicating will sugarcoat the bad news
B) doesn't give your audience time to analyze the bad news before replying
C) has been unanimously justified by human resource professionals in the case of firings and layoffs
D) frees the communicator from worrying about being confronted by an angry audience
E) is never a good choice
TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.
19) Communicating bad news ineffectively may not only anger people, but it may harm your own
17)
20) The rise of social media puts additional pressure on businesses to handle bad-news messages well.
21) Stating bad news in vague terms is a good way to preserve the audience's self-esteem.
20)
21)
22) After composing a bad-news message, analyze the situation by asking yourself about the goal of your message, the audience, content, organization, and medium
23) Analyzing is crucial to developing a message that supports your business goals and positively affects audience reaction
ESSAY. Write your answer in the space provided or on a separate sheet of paper.
24) In what circumstances would an email, text, or tweet be a good choice for communicating bad news? Provide examples
25) Discuss the ramifications of firing employees from their job by email or text message
26) Discuss why it is especially important to communicate bad-news messages in a way that will maintain the audience's goodwill in our increasingly technological age
MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.
27) Both the direct and indirect organizational methods of bad news should start with
A) the main idea in the first sentence
B) a buffer
C) the bad news
D) reasons for the bad news
E) alternatives to the bad news
28) 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) Casual
B) Goodwill
C) Indirect
D) Persuasive
E) Direct
29) When using ACE for bad-news messages, which of the following should be considered during the composing stage of the process?
A) Have I avoided legal complications?
B) Does the message project a good image of me?
C) What is the best medium for this message?
D) How can I close the message appropriately?
E) Can I do anything else to project a positive image and maintain goodwill?
30) 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) analyzing; evaluating
B) composing; analyzing
C) evaluating; composing
D) composing; evaluating
E) analyzing; composing
31) When using an indirect approach to a bad-news message, what information is included before the main idea?
A) An apology
B) A call to action
C) Alternative solutions
D) An attention-getting device
E) An explanation
32) What is the difference between using a direct or an indirect approach to bad news?
A) The level of detail
B) The close of the message
C) The order of the bad news and explanations
D) The discussion of alternatives
E) The use of a buffer statement
33) What is the best way to ensure the audience understands the bad news?
A) Invite the audience to contact you to discuss the bad news.
B) State the bad news clearly.
C) Imply the bad news
D) Start the message with the bad news
E) Use vague terms regarding news
34) In which of the following situations is the direct organizational method the preferred way to deliver bad news?
A) The news is unexpected.
B) The news is irrelevant to health and safety
C) The news is likely to upset or anger the audience
D) The news is difficult to explain and understand.
E) It is important that the audience sees the news immediately.
35) How can a buffer be used to soften the impact of bad news?
A) The buffer can act as a courteous close
B) The buffer can be used to specifically state the bad news
C) The buffer can offer alternatives to the bad news.
D) The buffer can indicate the severity of the problem.
E) The buffer can provide context for the message.
36) When positioning the bad news, what is one way to soften the impact?
A) Clearly identify what the audience did to cause the bad news
B) Position the bad news in the first sentence
C) Use negative words as much as possible
D) Use an active voice
E) Begin with good news or audience benefits.
37) Why is it inappropriate to use the indirect approach in a message that has to do with an employee's safety?
A) This approach will not be sufficient to soften the blow of the bad news
B) It fails to adequately prepare the audience for the bad news that will follow
C) It is most important to maintain the company's positive image and retain the customer's goodwill
D) This approach puts the audience's welfare ahead of the company's best interests.
E) The audience may mistake the message for a routine communication and decide not to read it
38) 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) you should always take responsibility for the claim even if you are not to blame in order to maintain the customer's goodwill
E) the indirect approach can provide introductory information so it can be understood by the reader
39) If you phrase bad news , your audience is more likely to understand your message
A) in clear terms
B) by sugarcoating it
C) through implication
D) by subtle hints
E) in vague terms
40) When positioning the bad news in a letter, which of the following would ease the impact of the bad news?
A) Propose a solution.
B) Subordinate the bad news
C) Create options for future business
D) Focus on benefits
E) Offer an alternative.
41) When concluding bad news, which of the following will promote goodwill in the message?
A) Using positive or neutral language
B) Proposing an alternative
C) Eliminating negatives
D) Subordinating the bad news
E) Avoiding blame
42) Which of the following is a way to "soften the blow" of bad news?
A) Positioning bad news ahead of good news
B) Making the bad news vague
C) Subordinating the bad news
43) In a bad-news message, what will help the audience feel good about the writer, the situation, and themselves?
A) An active voice
B) Effective buffers
C) Limited criticism
D) Courteous closes
Tone and style
E)
44) In the close of a message that is refusing a request, which of the following would be most positive and promote goodwill?
A) Creating options for future business
B) Proposing an alternative
C) Focusing on benefits
D) Focusing on a meaningful apology
E) Proposing a solution
45) When getting bad news from people of other cultures, how can you be sure of the message?
A) Repeat their responses back to them
B) Listen carefully to what is said, and what is not said
C) Ask them to put the response in writing.
D) Ask for direct, specific responses.
E) Assume the news is good unless there is a clear indication otherwise.
46) Which of the following is an acceptable way to ease the impact of bad news?
A) Avoiding clear phrasing
B) Putting the bad news ahead of the explanation
C) Avoiding the passive voice
D) Surrounding the bad news by two subordinate clauses
E) Using the active voice
47) Your audience will be less accepting of bad news if you
A) show respect for them
B) use the word "you" a lot
C) employ neutral language
D) express understanding of their concerns
E) treat them politely
48) A positive closing to a bad-news message
A) reiterates the circumstances of the problem
B) apologizes for the bad news
C) downplays a "silver lining"
D) refers to the negative news
E) is forward-looking
49) Which of the following approaches is most likely to be appropriate for closing a badnews message?
Distract the audience from the topic.
B) Apologize for the bad news
C) Blame the audience.
D) Avoid proposing a solution.
E) Focus on a benefit.
50) Using a "silver lining" in the close of a bad-news message includes
A) an apology
B) a final reminder of what the bad news is
C) potential benefits
D) a final reminder of why the decision was made
E) contact information in the event the receiver wishes to communicate further
51) If you are refusing a request but can grant a portion of the request, how should your message close?
A) In a passive voice
B) In an active voice
C) With a statement about what the company can do, or an alternative
D) By subordinating the news
E) With a sense of goodwill
TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.
52) When conveying bad news, you should eliminate excess negatives to soften the blow of the news
53) 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.
54) Most routine business communication benefits from an indirect organizational plan which involves placing the main idea after the supporting details
55) A buffer is an introductory sentence or paragraph that leads up to and softens the bad news
56) When delivering bad news it is best to only imply the message.
57) If bad news is expected, then you shouldn't try to soften the blow of the bad news.
ESSAY. Write your answer in the space provided or on a separate sheet of paper.
58) Discuss how to soften the blow of bad news by subordinating the news
59) Compare and contrast how a businessperson from a Western culture might refuse a request compared to how a businessperson from an Eastern culture might do so
60) When conveying a bad-news message, how might the use of the word "you" be interpreted?
MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.
61) Which of the following is required to ensure a message is effective?
A) Neutral buffer
B) Goodwill
C) Evaluation
D) Clear statement of news
E) "You" perspective
62) When evaluating a message, the message should be
A) neutral, clear, and short
B) clear, concise, and objective
C) passive, thoughtful, and gentle
D) clear, easy to understand, and honest
E) easy to understand, honest, and positive
63) Why should bad-news messages undergo extensive evaluations before being sent?
A) To allow for continued goodwill
B) The message can have significant negative business results.
C) To ensure all important details have been clearly identified
D) The message may contain incorrect or inaccurate information
E) The message may determine new corporate policy
64) What can be done to soften unexpected bad news?
A) It can be apologized for.
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 followed by reasons for the bad news.
E) It can be placed later in the message.
65) Evaluating a bad-news message .
A) involves only the typical evaluating questions that should be used to evaluate any type of message
B) is a good idea, but not vital
C) should only be done if there is time to spare, since bad-news messages are often very time sensitive
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) 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
66) 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) is never recommended
C) may lead to confusion and dishonesty
D) will likely be seen as aggression
E) is more likely to generate goodwill and achieve a good business result
67) 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
68) When communicating bad news to a customer, which of the following is most important in maintaining a positive relationship?
A) The company must correct all errors, if they are at fault
B) The company must apologize whether or not they are at fault.
C) The company must use the direct approach so as not to waste the customer's time
D) The company must avoid providing reasons for denying the request
E) The company must avoid using buffer statements
69) Which of the following can soften the bad news when denying a customer request?
A) Stating that company policy prohibits the request
B) Offering an alternative solution to the customer's request
C) Making the customer feel guilty about requesting
D) Asking the customer to read the service guidelines before sending a request in the future
E) Stating that such requests in the future will not be entertained
TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.
70) When evaluating a bad-news message, you should consider the message from the audience's point of view
71) During the evaluation process, the communicator should evaluate the message for honesty, clarity, and goodwill.
72) For sensitive communication like bad-news messages, evaluation is particularly important because communication can have significant negative business results.
ESSAY. Write your answer in the space provided or on a separate sheet of paper.
73) Discuss why communications require evaluation.
MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.
74) If you think the recipient will not be offended, what format is best for turning down an invitation or request?
A) Indirect
B) Goodwill
C) Implicit
D) Persuasive
E) Direct
75) When denying a customer claim, what should the goal of the communication be?
A) To use clear and concise language
B) To explain how the customer is at fault
C) To say "no" in clear terms
D) To encourage the sale of a more expensive item
E) To maintain goodwill
76) When writing a communication to deny a customer claim, what can be done to help maintain a future relationship?
A) Help the customer feel that the resolution was fair. B) Provide a prompt response
C) Use the word "you" frequently so the customer feels valued. D) Lead the message with a clear statement of the bad news.
E) Explain how to prevent similar issues in the future
77) If you must refuse a claim because the customer was at fault, which of the following might help maintain customer loyalty?
A) Be polite in stating the refusal
B) Explain the reason behind the policy and refusal
C) Offer discounts on future transactions
D) Offer clear and reasonable alternatives
E) Explain the company policy and use that as the reason for the refusal.
78) In addition to expressing appreciation for an idea, how can you reject a team member's suggestions while maintaining goodwill?
A) Let the team member know, in private, that other team members did not like the idea. B) Discuss reasons why the idea is bad.
C) Discuss the merits of alternative suggestions.
D) Make the team member responsible for the implementation of the idea so they will realize the problems with the idea
E) Provide convincing explanations
79) 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 needed because most of the information can be obtained from the Internet.
B) It creates a situation where you may need to reject more ideas than you accept
C) It creates a situation where you may need to accommodate more ideas than you decline
D) It creates a situation where people are reluctant to come up with creative ideas.
E) It creates a situation where fewer ideas are generated
80) How can someone maintain credibility and goodwill while acknowledging a mistake has been made?
A) Identify all those who were instrumental in supporting the bad decision.
B) Provide a long list of reasons why the mistake was made.
C) Take responsibility for the mistake.
D) Minimize the potential damage from the mistake
E) Send a letter of apology to all affected by the mistake
81) Some people believe that apologies are dangerous because
A) they are not required for conveying news in a sensitive way
B) they put a business in a defensive position that could imply legal liability
C) they require more tact than informing clients about bad news
D) they need to be conveyed in indirect organization format rather than direct organization format
E) they reflect the negative attitude of a business
82) Apologizing for mistakes in a bad-news business message
A) creates adverse publicity for the business
B) is never a good idea
C) is ethical, but not good for business
D) can have a positive effect
E) can only harm the company's bottom line
83) Taking a "you" perspective in the face of a mistake
A) must be avoided
B) results in the customer ending all business relations with the company
C) is considered to be harmful for future business
D) is ethical and a good business decision
E) results in angry customers
84) Like other bad news communications, delivering bad news to a vendor requires balancing
A) a hint of the bad news with a clear statement of the consequences of not improving performance
B) a clear statement of goodwill with a buffer for the bad news
C) your responsibility for the bad news with the audience's responsibility for the bad news
D) a clear statement of the bad news with positive statements of goodwill
E) anger with frustration
85) When taking the direct approach in dealing with bad news, what is the first element of the message?
A) Putting the news in context to soften it
B) Providing an explanation for the news
C) Announcing the bad news
D) Assuming responsibility for the mistake
E) Announcing how the problem will be fixed, or prevented, in the future
86) When taking the direct approach in dealing with bad news, what is the last element of the message?
A) Clarifying and restating a similar situation will never happen again
B) Assuming responsibility for the mistake
C) Apologizing for the news
D) Announcing how the problem will be fixed, or prevented, in the future
E) Putting the news in context to soften it
87) Which of the following is a key element of change management?
A) Goodwill
B) Adaptability
C) Opportunity
D) Policy implementation
E) Communication
88) Why are performance problems best handled in face-to-face meetings?
A) A message is sent to those who see the meeting taking place that positive action is occurring, thus improving the moral of the entire department.
B) A face-to-face meeting is less embarrassing for the person with the performance problem
C) Face-to-face meetings take less planning than written communications
D) The opportunity to read nonverbal signals is strong.
E) Face-to-face meetings allow for discussion
89) Bad news or bad publicity
A) is often encouraged by a business to show its customer sensitivity
B) needs to be controlled
C) must be ignored by a company
D) spreads rarely and slowly
E) can never be controlled by employees of the company
90) When crafting an apology, what corporate strategy should be employed?
A) Develop a blanket statement that shows concern for everyone, not just those affected by the mistake.
B) Assign responsibility for the problem
C) Use a vague and indirect tone for the message.
D) Announce the bad news only to those most affected by the news
E) Explain the company's remedial measures to correct the problem
91) Which field helps organizations manage change that may be considered negative?
A) Law
B) Strategic Planning
C) Human Resources
D) Change Management
E) Public Relations
TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.
92) When crafting an apology on behalf of the organization, experts suggest an indirect strategy.
93) How effectively you communicate negative change impacts the company's goodwill, both with employees and in the community.
94) To remain competitive, businesses should not change procedures and policies in response to the economy, customer needs, and new opportunities that arise
95) When you communicate about the mistakes others have made, you don't need to hold them accountable for the mistakes.
96) While collaboration increases the number of ideas generated, technology allows more of those ideas to be implemented, leading to more goodwill from team members
97) Instead of explaining the reason for a company policy when giving bad news, a more effective approach is explain the policy
ESSAY. Write your answer in the space provided or on a separate sheet of paper.
98) Discuss examples that emphasize the importance of the strategy suggested by experts when crafting a corporate apology strategy.
99) Discuss whether or not an apology should be part of a bad-news message.
100) Discuss how legal liabilities might affect a bad-news message