Question 1

Malik uses appraisal software to provide regular feedback to his employees.Which of the following is an example of something he should not do with the software?

Accepted Answer

A)   Send feedback to all employees on the same day each week.
B)   Rank each employee's performance on a scale from one to ten.
C)   Write personalized messages to each employee highlighting positive and negative aspects of their performance.
D)   Offer to meet personally with employees that receive negative feedback.
E)   Encourage employees to respond to feedback and participate in open-ended discussions.F) B) and D)
G) A) and C)

Question 2

When delivering negative performance reviews,focusing on attitudes and intentions will

Accepted Answer

A)   prevent employee defensiveness.
B)   increase the effectiveness of the review.
C)   be considered perceptive.
D)   be perceived as judgmental.
E)   increase the credibility of the reviewer.F) B) and E)
G) A) and E) D

Question 3

List the various points that are to be considered while delivering negative performance reviews.

Accepted Answer

In most performance appraisals,you are e...

Question 4

Which aspect of bad news indicates how serious or detrimental a bad-news message is?

Accepted Answer

A)   severity
B)   consequences
C)   controllability
D)   adaptability
E)   likelihoodF) All of the above
G) B) and C)

Question 5

Bad news is best delivered in person.

Accepted Answer

A) True 
 B)False

Question 6

Elise,the head of human resources at Gold Bowl Inc. ,has to deliver a negative performance review to Aaron,one of Gold Bowl's employees.Which of the following is the best teaser statement for Elise to use in the subject line of her bad-news email?

Accepted Answer

A)   some feedback on your recent performance
B)   unacceptable
C)   lunch this afternoon
D)   appreciation of your work
E)   your poor performanceF) D) and E)
G) C) and D) A

Question 7

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 described in a bad-news message.
D)   take responsibility for bad events even if they are not at fault.
E)   avoid talking to superiors at all for fear that they will be criticized.F) A) and B)
G) A) and C)

Question 8

The person delivering bad news should not discuss the immediate impacts of that news on recipients.

Accepted Answer

A) True 
 B)False

Question 9

Delivering bad news without knowing the details tends to cause unnecessary anxiety among receivers.

Accepted Answer

A) True 
 B)False

Question 10

Veronica,a sales manager at West Wind Apparel Company,is reviewing the performance of her team.She observes that one of her subordinates,Melissa,has performed poorly in the last quarter.When giving Melissa a negative performance review,Veronica should ensure that she

Accepted Answer

A)   sugarcoats the bad news by placing it between compliments.
B)   focuses on Melissa's attitudes and intentions.
C)   uses primarily a backward-looking tone.
D)   asks for Melissa's perspectives on her poor performance.
E)   uses an accusatory or a confrontational tone.F) A) and D)
G) D) and E)

Question 11

Which component of the FAIR test relates to the question "Have I stated the message in a way that recognizes the inherent worth of others?"

Accepted Answer

A)   fact
B)   access
C)   audience
D)   impact
E)   respectF) A) and C)
G) A) and D)

Question 12

According to communication specialist Dave Zielinski,communicators should avoid openness when delivering bad news.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following is the most effective way of delivering a bad-news message to a long-term client?

Accepted Answer

A)   Minako uses you-voice in her written message to deliver the bad news.
B)   Brian provides long descriptions of what the client did wrong.
C)   Sandra meets with the client,provides a rationale,and discusses impacts.
D)   Tommy leaves a voice message on the client's telephone.
E)   Calvin writes a letter couching the decision in legal language.F) A) and E)
G) A) and D) C

Question 14

The mum effect occurs when bad news is filtered out of messages as they are passed up the chain of command.

Accepted Answer

A) True 
 B)False

Question 15

A person with high emotional intelligence will usually

Accepted Answer

A)   manage emotions to respond constructively to negative feedback.
B)   remain unaware of the negative emotions he or she feels.
C)   respond to negative feedback by criticizing the other person.
D)   display withdrawal during negative feedback.
E)   seek and accept only positive feedback.F) All of the above
G) A) and C)

Question 16

In performance reviews,providing feedback only on observable actions typically provokes defensiveness.

Accepted Answer

A) True 
 B)False

Question 17

Megan,an account manager at Murray & Associates,has decided to reject a marketing concept developed by Niles,a respected colleague.What are some ways in which Megan can avoid the mistake of offering token appreciation for Niles' suggestion?

Accepted Answer

Token appreciation is an expression of t...

Question 18

One advantage of giving bad news in a written communication is that you can ensure that you state the bad news with great care and accuracy.

Accepted Answer

A) True 
 B)False

Question 19

Duane is preparing a negative performance review for Eric,an employee whose productivity is far below that of his fellow team members.Which of the following questions will help Duane determine if his draft review passes the "impacts" aspect of the FAIR test?

Accepted Answer

A)   Are my motives clear,or will others perceive that I have a hidden agenda in giving Eric a negative review?
B)   Is my perspective of Eric's performance influenced by defensiveness,favoritism,or some other bias?
C)   Have I stated the message in a way that is respectful toward Eric?
D)   Am I doing what I can to provide appropriate opportunities to Eric?
E)   Is the rationale for this negative review based on sound facts and conclusions?F) C) and D)
G) B) and C)

Question 20

When bad-news message recipients know you are concerned about them,they generally respond without antagonism and even appreciate your honesty.

Accepted Answer

A) True 
 B)False

Exam 11: Bad-News Messages

Malik uses appraisal software to provide regular feedback to his employees.Which of the following is an example of something he should not do with the software?

Correct AnswerverifiedShow Answer

When delivering negative performance reviews,focusing on attitudes and intentions will

Correct AnswerverifiedD

List the various points that are to be considered while delivering negative performance reviews.

Correct AnswerverifiedIn most performance appraisals,you are e...View AnswerShow Answer

Which aspect of bad news indicates how serious or detrimental a bad-news message is?

Correct AnswerverifiedShow Answer

Bad news is best delivered in person.

Correct AnswerverifiedShow Answer

Elise,the head of human resources at Gold Bowl Inc. ,has to deliver a negative performance review to Aaron,one of Gold Bowl's employees.Which of the following is the best teaser statement for Elise to use in the subject line of her bad-news email?

Correct AnswerverifiedA

The mum effect results when employees in an organization

Correct AnswerverifiedShow Answer

The person delivering bad news should not discuss the immediate impacts of that news on recipients.

Correct AnswerverifiedShow Answer

Delivering bad news without knowing the details tends to cause unnecessary anxiety among receivers.

Correct AnswerverifiedShow Answer

Veronica,a sales manager at West Wind Apparel Company,is reviewing the performance of her team.She observes that one of her subordinates,Melissa,has performed poorly in the last quarter.When giving Melissa a negative performance review,Veronica should ensure that she

Correct AnswerverifiedShow Answer

Which component of the FAIR test relates to the question "Have I stated the message in a way that recognizes the inherent worth of others?"

Correct AnswerverifiedShow Answer

According to communication specialist Dave Zielinski,communicators should avoid openness when delivering bad news.

Correct AnswerverifiedShow Answer

Which of the following is the most effective way of delivering a bad-news message to a long-term client?

Correct AnswerverifiedC

The mum effect occurs when bad news is filtered out of messages as they are passed up the chain of command.

Correct AnswerverifiedShow Answer

A person with high emotional intelligence will usually

Correct AnswerverifiedShow Answer

In performance reviews,providing feedback only on observable actions typically provokes defensiveness.

Correct AnswerverifiedShow Answer

Megan,an account manager at Murray & Associates,has decided to reject a marketing concept developed by Niles,a respected colleague.What are some ways in which Megan can avoid the mistake of offering token appreciation for Niles' suggestion?

Correct AnswerverifiedToken appreciation is an expression of t...View AnswerShow Answer

One advantage of giving bad news in a written communication is that you can ensure that you state the bad news with great care and accuracy.

Correct AnswerverifiedShow Answer

Duane is preparing a negative performance review for Eric,an employee whose productivity is far below that of his fellow team members.Which of the following questions will help Duane determine if his draft review passes the "impacts" aspect of the FAIR test?

Correct AnswerverifiedShow Answer

When bad-news message recipients know you are concerned about them,they generally respond without antagonism and even appreciate your honesty.

Correct AnswerverifiedShow Answer

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D

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In most performance appraisals,you are e...
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A

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C

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Token appreciation is an expression of t...
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