Deck 6: Communicating Bad News

Question 1

Stacey runs a small technology company. She has tried to retain 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. In this case, which of the following statements is most accurate regarding the use of text messages?

A) While Stacey may justify using a text message 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 use a text message to deliver the message, since delivering the message in such a way will make it easier for her to 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) This method will be appropriate because employees would always prefer to receive bad news via a text message.

Answer 1

A
Explanation: A) Firing via text messages or emails is impersonal and rude, and a face-to-face approach is preferred. In one case several hundred workers were fired by email, which resulted in infuriated workers who retaliated against the company in the media. Losing a job is difficult regardless of the medium in which the news is communicated, but compounding that with a lack of sensitivity and respect can only make a bad situation worse.

Question 2

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) website
B) memo
C) email
D) IM
E) letter

Answer 2

D
Explanation: D) To communicate through IM would be the appropriate choice. Other mediums are used to communicate with many individuals while a letter, which can be used for personal communication, takes a long time to arrive and hence is not suitable for immediate discussion. Refer to figure 6.3.

Question 3

One of the four 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

Answer 3

A
Explanation: A) One of the four goals of delivering bad news is to state the news clearly, yet sensitively. The audience should understand the message without feeling personally offended. The message should allow the audience to maintain self-esteem and a positive self-image.

Question 4

You want to share some important bad news with one of your clients in a way that does not seem impersonal or evasive. Which of the following would be the best choice in this case?

A) text message
B) IM
C) news letter
D) email
E) website

Question 5

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 6

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 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 systems require just had a price increase, so your bid will need to increase to reflect this change.
Including which of the following in your message communicating the price increase to Evergreen will best 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

Your boss is in a hurry to leave and she 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 to spread instantaneously, she wants to give the audience time to carefully consider a response. It's also a priority for her that the message doesn't come across as impersonal or evasive. After she has 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 a(n) ________ would be an appropriate medium.

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

Question 9

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 complication?
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 10

If you communicate bad news ineffectively, you risk ________.

A) getting immediate feedback
B) losing customers, clients or employees
C) that the news is accepted as final
D) being blamed for the incident that led to the news
E) being overloaded with work

Question 11

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 be an appropriate way to accomplish this?

A) websites
B) memos
C) telephone
D) letter
E) group meeting

Question 12

Due to a family emergency, you will be unable to fulfill your contract to cater for an upcoming party for your client. The event is several weeks away, but you know that the client will not be 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 reschedule it
D) consider first communicating that you might have a problem fulfilling your contract, and then waiting a few days before actually canceling 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 13

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

Question 14

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 15

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 16

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 provided all the required information to Gavin.
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 is using the technique of refutation to convey the bad news.

Question 17

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.

Question 18

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 19

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

Question 20

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 clearly and sensitively 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) To let her down gently, you should tell your coworker that you'll try to help her even though you know your schedule won't permit it.

Question 21

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) It is important that the audience sees the news immediately.
E) The news is unexpected.

Question 22

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 to the bad news or build up to it gradually. Which stage of the ACE process is Trevon engaged in?

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

Question 23

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. The talks of layoffs have been going on among employees, 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 corporate headquarters, 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 is most likely to come to the conclusion that ________.

A) she should not end this discussion with goodwill because she will be delivering bad news to the audience
B) the direct approach would be a good idea
C) the indirect approach is her only option because she has to deliver bad news
D) she should provide detailed explanation before putting forward the bad news
E) she should use the indirect approach because this bad news will come as a surprise for 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 information 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

Business is bad and you need to cut costs by reducing your employees' work hours or by eliminating several positions. You plan a meeting with your employees to discuss this situation.
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 expected better performance from all of you because that would have improved our sales.
E) I'm so sorry, but, unfortunately, people will lose their jobs today.

Question 26

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 organizational plan. This plan ________.

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 the 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 27

A customer writes to you seeking free repairs for a laptop manufactured by your company. From the customer's letter it is clear that the modifications she made to the computer void the warranty and leave her responsible for the repair costs.
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 if you are sure that the bad news will not upset the customer

Question 28

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 29

Business is bad and you need to cut costs by reducing your employees' work hours or by eliminating several positions. You plan a meeting with your employees to discuss this situation.
Which of the following statements works best to soften the impact of the bad news?

A) Unfortunately, your warranty does not cover the kind of damages that you have 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 30

Business is bad and you need to cut costs by reducing your employees' work hours or by eliminating several positions. You plan a meeting with your employees to discuss this situation.
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 listen to the rest of your message with a positive attitude
C) which signals that bad news may be coming later in your message may mislead your employees
D) will prevent the employees from realizing the gravity of the situation
E) should not be done, as it tries to deceive your employees that your message does not contain bad news

Question 31

Which of the following is true about the indirect organizational plan?

A) It abruptly places the bad news in the beginning.
B) It is used when the message is relevant to health and safety.
C) It may confuse, upset, or anger your audience as it conveys the bad news too abruptly.
D) It is used when the audiences are unlikely to be surprised by the news.
E) It is appropriate when the bad news is unexpected.

Question 32

In which of the following situations should the indirect organizational method be avoided?

A) a message telling an employee that his approved vacation, which is due to start in a day, must be rescheduled due to an emergency in the office that will require his presence
B) a message informing a customer that her faulty product cannot be replaced due to the shortage of stock
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 package a customer has ordered specially as a birthday gift will not be ready on time
E) a message communicating the recall of a particular model of car seat because of a defective latch

Question 33

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 34

Business is bad and you need to cut costs by reducing your employees' work hours or by eliminating several positions. You plan a meeting with your employees to discuss this situation.
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 35

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 36

A customer writes to you seeking free repairs for a laptop manufactured by your company. From the customer's letter it is clear that the modifications she made to the computer void the warranty and leave her responsible for the repair costs.
Which of the following statements 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 could cover 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 37

A customer writes to you seeking free repairs for a laptop manufactured by your company. From the customer's letter it is clear that the modifications she made to the computer void the warranty and leave her responsible for the repair costs.
Which of the following statements about buffers is true?

A) A buffer is a closing statement that comes after the bad news.
B) A buffer tends to aggravate the adverse impact of the bad news.
C) A buffer should obscure the fact that the bad news may be coming later in the message.
D) A buffer can provide a context for the message or provide positive information that builds goodwill.
E) A buffer should divert the audience from the main idea of the news.

Question 38

A customer writes to you seeking free repairs for a laptop manufactured by your company. From the customer's letter it is clear that the modifications she made to the computer void the warranty and leave her responsible for the repair costs.
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 39

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

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 40

Business is bad and you need to cut costs by reducing your employees' work hours or by eliminating several positions. You plan a meeting with your employees to discuss this situation.
"Because the personalization information was approved when the order was finalized, a refund is not possible for this purchase." Through which of the following techniques does the statement above ease the impact of bad news?

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

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 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 for 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

Denying a request or turning down an 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 43

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

A) We have been working hard for the past week to get it done.
B) I'll have to check with my developers.
C) It will 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 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

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 46

Which of the following is NOT an example of a denial 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 coworker

Question 47

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 48

You want to turn down a vendor's proposal because it does not meet your requirements. Which of the following statements would be best to conclude your message?

A) Sorry, we cannot grant you this order.
B) Your proposal is rejected because it does not match our requirement.
C) We hope that you will consider submitting a proposal during our next round of requests, which begins in the next three months, as your current specifications seem better suited for our next requirement.
D) We are extremely sorry to inform you that we have granted this order to some other vendor.
E) We found that the bids submitted by several other vendors were better than that submitted by you.

Question 49

A U.S. company and an Indian company are working together on a technology venture. A meeting is scheduled for Monday so that a prototype of the new system can be demonstrated. Unfortunately the prototype may not be completed by then.
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 is most likely to be the way in which 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) Although the prototype is not yet ready, 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 50

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 51

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 52

After expressing the bad news to your customer you think of offering her some alternatives to try to preserve her goodwill and achieve a positive business result. In this context, which of the following options 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 will 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 color scheme.
E) I can provide some additional choices of new prints that were just released.

Question 53

Some people believe that apologies are dangerous because ________.

A) they are not required for conveying a news in a sensitive way
B) they require more tact than informing clients about bad news
C) they need to be conveyed in indirect organization format rather than direct organization format
D) they put a business in a defensive position that could imply legal liability
E) they reflect the negative attitude of a business

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 coming years.
E) We appreciate your understanding for the losses you incurred and look forward to doing business together in the future.

Question 55

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 56

You purchase baby blankets and then customize them by embroidering them with personal details, like name and birth date, that are requested by your customers. You have an order from a customer to personalize an animal print blanket, but you just found out that your supplier is out of stock for this print. You decide to write an email to your customer to deliver this bad news.
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 most likely to be 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) I wish I could give you the blanket you ordered, but I will not be able to do so.

Question 57

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 58

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 59

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 it is at fault.
B) The company must apologize whether or not they are at fault.
C) The company must avoid using buffer statements.
D) The company must avoid providing reasons for denying the request.
E) The company must use the direct approach so as not to waste the customer's time.

Question 60

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 they will have to accommodate 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 61

You need to tell one of the vendors, 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 performance dramatically.

Question 62

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

Question 63

Bad news or bad publicity ________.

A) must be ignored
B) is often encouraged by a business to show its customer sensitivity
C) spreads rarely and slowly
D) can never be controlled by employees of the company
E) needs to be controlled

Question 64

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

Question 65

With the rise of social media, the controlling of bad news ________.

A) is done only by external public relations professionals
B) has become less important
C) is only handled by corporate communication professionals
D) can be done by all employees
E) has become mandatory by law

Question 66

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

Question 67

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

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

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, 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 70

Taking a "you perspective" in the face of a mistake ________.

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 ethical and a good business decision
E) must be avoided

Question 71

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

Question 72

Which of the following changes is most likely to negatively affect the audience?

A) change in processes
B) change in systems
C) layoffs
D) human resource modifications
E) technological changes

Question 73

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 74

You run a computer repair and networking company and subcontract some of your business out to independent computer professionals.
You have detected mistakes in the last two jobs performed by Ashley, 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 Ashley
B) don't worry about using tact in this message, as Ashley is working for you in this relationship
C) imply the bad news, so that you don't run the risk of insulting Ashley
D) assume some of the blame yourself so that Ashley 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 75

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 76

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

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

Question 77

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 78

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

Question 79

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

Question 80

When customers read negative information about a product, ________.

A) 90 percent do not believe in it
B) only 10 percent consider it to be genuine
C) there is a fifty-fifty chance that it would be taken seriously
D) 40 percent ignore the information
E) 80 percent will choose not to purchase that product