Question 1

Gerald, the general manager at Meteorite Systems, has to give a negative performance evaluation to Norman, one of the shift managers.Gerald does not want to harm his working relationship with Norman, and hence plans to convey the bad news over coffee after work.During the review, Gerald first thanks Norman for all his efforts, then sugarcoats the bad news to keep it subtle, indirect, and vague and then ends the review with an expression of goodwill.In this situation, Gerald is applying the _____ for delivering the negative performance review.

Accepted Answer

A)  sandwich approach
B)  problem-solving approach
C)  lean approach
D)  pragmatic approach
E)  direct approachF) A) and D)
G) C) and E)

Question 2

Before delivering bad-news messages, gathering as much information as one can from a variety of sources reduces the:

Accepted Answer

A)  credibility of the message.
B)  fairness of the message.
C)  ability to propose fair solutions.
D)  probability of making irrational judgments.
E)  controllability of the message.F) A) and B)
G) A) and C)

Question 3

When delivering negative performance reviews, it is important to focus on attitudes and intentions rather than actions and results.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following is the most effective practice in delivering a negative performance review?

Accepted Answer

A)  Rita sugarcoats the bad news of poor performance while delivering a negative performance review.
B)  Adrianne believes that it is best to avoid delivering negative feedback when poor performers are defensive.
C)  Julia helps the poor performers of her team understand the ways in which they are hurting organizational performance.
D)  George ensures to focus on attitudes and intentions rather than actions and results when delivering negative feedback.
E)  Derek uses an accusatory tone while delivering a negative performance review.F) B) and D)
G) A) and B)

Question 5

Bad news is best delivered in person.

Accepted Answer

A) True 
 B)False

Question 6

As a result of the mum effect, the message that reaches the top executives of an organization is:

Accepted Answer

A)  clear and specific.
B)  unrealistically rosy.
C)  delayed and outdated.
D)  highly credible.
E)  completely accurate.F) C) and D)
G) A) and E)

Question 7

According to communication specialist Dave Zielinski, openness must be avoided when delivering bad news.

Accepted Answer

A) True 
 B)False

Question 8

Juana wants to reject her colleague's idea.To deliver this bad news effectively in writing, she must:

Accepted Answer

A)  use a lot of jargons in her message.
B)  use a simple design for her message.
C)  avoid the use of buffer statements.
D)  ensure that the message looks extremely slick.
E)  use a direct message structure over an indirect message structure.F) A) and C)
G) None of the above

Question 9

Ace Machineries has been using batteries supplied by its long-term vendor Thorium Inc.in all its products.Recently, a competitor of Thorium agreed to provide superior quality batteries at the same price.Ace Machineries has decided to change the supplier for batteries from Thorium Inc.to its competitor.The most appropriate way for the supplier relationship manager at Ace Machineries to convey this bad news is to:

Accepted Answer

A)  avoid using nonverbal behavior to show concern and appreciation.
B)  use general and legal language in the written message.
C)  avoid starting the written message with a buffer or a teaser statement.
D)  provide a clear rationale and specific feedback in the written message.
E)  use a direct message structure over an indirect message structure.F) None of the above
G) All of the above

Question 10

The _____ aspect of bad news indicates how serious or detrimental a bad news is.

Accepted Answer

A)  severity
B)  agility
C)  controllability
D)  adaptability
E)  intensityF) All of the above
G) A) and E)

Question 11

The question "Have I stated the message in a way that recognizes the inherent worth of others?" reflects the _____ component of the FAIR test.

Accepted Answer

A)  fact
B)  access
C)  impact
D)  respect
E)  improveF) B) and E)
G) A) and B)

Question 12

Severity relates to the probability of a bad event occurring.

Accepted Answer

A) True 
 B)False

Question 13

What are the various advantages and disadvantages of delivering bad news in verbal or in person?

Accepted Answer

Generally, bad news is best delivered in...

Question 14

Which of the following questions should you consider while reviewing your bad-news message to evaluate the "impacts" aspect of the FAIR test?

Accepted Answer

A)  Are my motives clear, or will others perceive that I have a hidden agenda?
B)  Is my perspective of the facts influenced by defensiveness, favoritism, or some other bias?
C)  Have I stated the message in a way that recognizes the inherent worth of others?
D)  Am I doing what I can to provide opportunities "as appropriate" to the bad-news recipients?
E)  Is the rationale for this bad news based on sound facts and conclusions?F) A) and E)
G) D) and E)

Question 15

A buffer is a statement to establish common ground, show appreciation, state your sympathy, or otherwise express goodwill.

Accepted Answer

A) True 
 B)False

Question 16

The primary benefit of using simple and specific language is that recipients are more likely to interpret the information as honest and up-front.

Accepted Answer

A) True 
 B)False

Question 17

The mum effect results when employees in an organization:

Accepted Answer

A)  avoid sharing bad news because they do not want to be blamed.
B)  view the delivery of bad news opportunistically.
C)  take quick actions to rectify the problems conveyed by a bad-news message.
D)  take responsibility for bad events even if they are not at fault.
E)  convey bad news to the top executives quickly.F) A) and E)
G) A) and D)

Question 18

When bad news becomes more controllable, less likely, and/or less severe, less rich channels are justified.

Accepted Answer

A) True 
 B)False

Question 19

Which of the following is the best example for measurable and realistic expectations?

Accepted Answer

A)  During a performance review, Jessica told her team that she believed they could turn things around for their next performance review.
B)  Marsha, when delivering performance review for the production team, told the team that they should work toward achieving a sixty percent reduction in product defect.
C)  Tom kept the performance review of the sales team vague by just mentioning that he expects an improvement in the team's performance.
D)  During a performance review of the sales team, Mark conveyed that the team should ensure the market share of the company increases as early as possible.
E)  Karen told her team that she expects to see an improvement in their output as soon as possible.F) B) and D)
G) None of the above

Question 20

Which of the following is most likely to be communicated in writing?

Accepted Answer

A)  Rejecting a colleague's idea
B)  Decision to give fewer work hours to employees
C)  Poor performance rating of an employee
D)  Decision to lay off an employee
E)  Terminating a long-term supplier's business relationshipF) C) and D)
G) A) and E)

Exam 10: Persuasive Messages

Before delivering bad-news messages, gathering as much information as one can from a variety of sources reduces the:

Correct Answer
verified

The _____ aspect of bad news indicates how serious or detrimental a bad news is.

Correct Answer
verified

When bad news becomes more controllable, less likely, and/or less severe, less rich channels are justified.

Correct Answer
verified

Correct Answer
verified

Bad news is best delivered in person.

Correct Answer
verified

A buffer is a statement to establish common ground, show appreciation, state your sympathy, or otherwise express goodwill.

Correct Answer
verified

What are the various advantages and disadvantages of delivering bad news in verbal or in person?

Correct Answer
verified
Generally, bad news is best delivered in...
View Answer

According to communication specialist Dave Zielinski, openness must be avoided when delivering bad news.

Correct Answer
verified

Severity relates to the probability of a bad event occurring.

Correct Answer
verified

Juana wants to reject her colleague's idea.To deliver this bad news effectively in writing, she must:

Correct Answer
verified

Which of the following is the most effective practice in delivering a negative performance review?

Correct Answer
verified

Which of the following is the best example for measurable and realistic expectations?

Correct Answer
verified

The question "Have I stated the message in a way that recognizes the inherent worth of others?" reflects the _____ component of the FAIR test.

Correct Answer
verified

Which of the following questions should you consider while reviewing your bad-news message to evaluate the "impacts" aspect of the FAIR test?

Correct Answer
verified

The primary benefit of using simple and specific language is that recipients are more likely to interpret the information as honest and up-front.

Correct Answer
verified

Correct Answer
verified

As a result of the mum effect, the message that reaches the top executives of an organization is:

Correct Answer
verified

Which of the following is most likely to be communicated in writing?

Correct Answer
verified

When delivering negative performance reviews, it is important to focus on attitudes and intentions rather than actions and results.

Correct Answer
verified

The mum effect results when employees in an organization:

Correct Answer
verified

Exam 10: Persuasive Messages

Before delivering bad-news messages, gathering as much information as one can from a variety of sources reduces the:

Correct AnswerverifiedShow Answer

The _____ aspect of bad news indicates how serious or detrimental a bad news is.

Correct AnswerverifiedShow Answer

When bad news becomes more controllable, less likely, and/or less severe, less rich channels are justified.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Bad news is best delivered in person.

Correct AnswerverifiedShow Answer

A buffer is a statement to establish common ground, show appreciation, state your sympathy, or otherwise express goodwill.

Correct AnswerverifiedShow Answer

What are the various advantages and disadvantages of delivering bad news in verbal or in person?

Correct AnswerverifiedGenerally, bad news is best delivered in...View AnswerShow Answer

According to communication specialist Dave Zielinski, openness must be avoided when delivering bad news.

Correct AnswerverifiedShow Answer

Severity relates to the probability of a bad event occurring.

Correct AnswerverifiedShow Answer

Juana wants to reject her colleague's idea.To deliver this bad news effectively in writing, she must:

Correct AnswerverifiedShow Answer

Which of the following is the most effective practice in delivering a negative performance review?

Correct AnswerverifiedShow Answer

Which of the following is the best example for measurable and realistic expectations?

Correct AnswerverifiedShow Answer

The question "Have I stated the message in a way that recognizes the inherent worth of others?" reflects the _____ component of the FAIR test.

Correct AnswerverifiedShow Answer

Which of the following questions should you consider while reviewing your bad-news message to evaluate the "impacts" aspect of the FAIR test?

Correct AnswerverifiedShow Answer

The primary benefit of using simple and specific language is that recipients are more likely to interpret the information as honest and up-front.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

As a result of the mum effect, the message that reaches the top executives of an organization is:

Correct AnswerverifiedShow Answer

Which of the following is most likely to be communicated in writing?

Correct AnswerverifiedShow Answer

When delivering negative performance reviews, it is important to focus on attitudes and intentions rather than actions and results.

Correct AnswerverifiedShow Answer

The mum effect results when employees in an organization:

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Generally, bad news is best delivered in...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified