Question 1

When delivering bad news, you should explain the bad news clearly to make your readers understand and, in the best case, accept the bad news.

Accepted Answer

Clear explanation helps in understanding the situation, managing expectations, and can facilitate acceptance, even if the news is unfavorable.

Question 2

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

Accepted Answer

The first consideration should be the nature of the act (B) - whether it was criminal, hostile, or a one-time mistake. This helps in assessing the seriousness of the situation and determining the necessity and urgency of reporting it.

Question 3

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

Accepted Answer

Focusing solely on the future and avoiding discussions about the past or present can be unhelpful because understanding the context and reasons for the bad news is often crucial for the recipient to accept and learn from the situation. Effective communication of bad news typically involves addressing the past, present, and future to provide a complete perspective.

Question 4

Human Resource Specialist Julie Woodard must inform employees of a major reduction in health care benefits. When delivering this announcement, she should apply all the following techniques except

Accepted Answer

Letting employees find out through the office grapevine is not a professional or respectful way to communicate significant changes such as a reduction in health care benefits. It can lead to misinformation, rumors, and a decrease in trust towards the management. The other options (B, C, D) are appropriate techniques for delivering difficult news as they emphasize promptness, personal touch, and honesty.

Question 5

All bad-news messages should be presented using the indirect strategy.

Accepted Answer

The choice between using an indirect or direct strategy for delivering bad-news messages depends on the situation, the message's severity, the relationship with the recipient, and cultural expectations. The indirect strategy is not always appropriate for all bad-news messages.

Question 6

As an employee, you should avoid responding to customer complaints on Twitter, Facebook, or other forms of social media because the audience is potentially too large.

Accepted Answer

Responding to customer complaints on social media can be beneficial for a company as it shows that the business is attentive and committed to resolving issues, which can positively impact public perception.

Question 7

When irate customers sound threatening and overstate their claims, you will have the most success in getting them to accept your explanations if you make your tone match theirs.

Accepted Answer

Matching an irate customer's threatening tone can escalate the situation rather than calm it down. It's more effective to maintain a calm, professional demeanor to help de-escalate the situation.

Question 8

If your receiver might overlook the bad news, it is appropriate to use the direct strategy.

Accepted Answer

When the receiver might overlook the bad news, it is appropriate to use the direct strategy because it is more likely to get the receiver's attention and ensure that they understand the message.

Question 9

The direct strategy saves time and is preferred by some who consider it to be more professional and even more ethical than the indirect strategy.

Accepted Answer

The direct strategy is often preferred in professional communication because it gets to the point quickly, saving time and reducing misunderstandings, which can be seen as more professional and ethical by promoting transparency and efficiency.

Question 10

One of the goals of delivering bad news is to regain the confidence of the receiver.

Accepted Answer

Delivering bad news effectively and with empathy can help maintain or regain the confidence of the receiver by demonstrating honesty, transparency, and a commitment to addressing the issue at hand.

Question 11

When you must deliver bad news to one person or a small group, you should usually

Accepted Answer

Delivering bad news in person is generally considered the most respectful and effective method, as it allows for immediate, direct communication and the opportunity to address concerns or questions.

Question 12

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

Accepted Answer

Positioning the bad news in a way that it does not stand out helps to soften the impact, making it a more effective approach in negative messaging.

Question 13

When bad news must be given to large groups of employees, which of the following digital media would be appropriate for management to use?

Accepted Answer

All of these digital media forms - email, an intranet post, and a webcast - can be appropriate for delivering bad news to large groups of employees, as they allow for controlled, consistent messaging and can reach a wide audience efficiently.

Question 14

In order to convey empathy and sensitivity for your receiver, you should always accept blame and apologize for the bad news.

Accepted Answer

Accepting blame and apologizing for bad news is not always appropriate or necessary for conveying empathy and sensitivity. It's more effective to acknowledge the receiver's feelings and provide support or solutions when possible.

Question 15

Which of the following sentences to employees best explains the reasons for a reduction in a company workforce?

Accepted Answer

Option D directly explains the reason for the workforce reduction (a decrease in sales) and acknowledges the impact on employees, making it the most informative and empathetic choice.

Question 16

In announcing negative news to employees, where should you place an alternative, when one exists?

Accepted Answer

Placing an alternative in the closing helps to end the message on a positive note and provides employees with a constructive option to consider.

Question 17

The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the rejection, feels that the news was revealed sensitively, and believes that the matter was treated seriously and fairly.

Accepted Answer

Understanding the reasons for rejection, perceiving the delivery as sensitive, and believing in the fairness and seriousness of the process can mitigate the negative emotions associated with disappointing news. This is because such factors contribute to a sense of respect and fairness, which are crucial in how individuals emotionally process and accept negative outcomes.

Question 18

Constructing messages saying no to emotionally involved receivers is a challenging communication task. Which of the following is the best advice for this task?

Accepted Answer

Using neutral, objective language helps to maintain professionalism and respect towards the receiver, making the refusal more palatable and reducing the potential for emotional distress.

Question 19

When you show that the decision for negative news was made fairly, impartially, and rationally, receivers are far more likely to accept the negative news.

Accepted Answer

Providing a clear, fair, and rational explanation for negative decisions helps in reducing emotional resistance and increases the likelihood of acceptance by the receivers.

Question 20

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

Accepted Answer

Giving the reasons before the bad news helps to prepare the receiver for the bad news, making it easier to accept and understand the context and rationale behind the decision or situation.

Quiz 7: Negative Messages