Question 1

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

Accepted Answer

A)   use a lot of jargon in her message.
B)   use a simple design for her message.
C)   avoid the use of buffer statements.
D)   ensure that the message looks slick.
E)   use a direct message structure.F) B) and E)
G) A) and B)

Question 2

Gerald, the general manager at Meteorite Systems, has to give a negative performance evaluation to Norman, one of the shift managers. During the review, Gerald first thanks Norman for all his efforts, then he delivers the bad news. Finally he ends the review with an expression of goodwill. In this situation, Gerald is applying the ______ approach for delivering the negative performance review.

Accepted Answer

A)   sandwich
B)   teaser
C)   buffer
D)   sugarcoat
E)   directF) C) and D)
G) A) and D)

Question 3

According to David Falk, trust and long-term success in business are built on honesty in bad-news situations.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following should be avoided when conveying bad news to customers?

Accepted Answer

A)   neutral language
B)   passive verbs
C)   teaser messages
D)   a buffer statement
E)   an accusatory toneF) C) and D)
G) D) and E)

Question 5

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

Accepted Answer

A)   Have I gathered all the relevant information and examined various accounts of the same event?
B)   Have I considered all the ways in which this message will impact others in the near term and long term?
C)   What have I done to lessen the negative impacts on recipients?
D)   Have I stated the message in a way that recognizes the inherent worth of others?
E)   What am I doing to provide appropriate opportunities to the bad-news recipients?F) C) and E)
G) A) and E)

Question 6

Raven is preparing for her performance review with her boss. She is aware that her performance for the quarter was bad, and that knowledge causes her fear and anxiety. Raven, however, reminds herself that getting an honest assessment of her work will only help her. This means that Raven

Accepted Answer

A)   is reframing her thoughts to foster a constructive conversation.
B)   is displaying counterproductive response to negative emotions.
C)   is an individual with low emotional intelligence.
D)   is incapable of identifying the negative emotions she is feeling.
E)   is displaying signs of defensiveness, denial, and withdrawal.F) A) and C)
G) C) and D)

Question 7

Which of the following should communicators avoid when delivering bad-news messages?

Accepted Answer

A)   bearing responsibility for one's own role in causing bad news
B)   committing to transparency and honesty in delivering bad news
C)   viewing delivery of bad news opportunistically
D)   sympathizing with the recipients of bad news
E)   telling the truth even when it is not popular or politically correctF) B) and E)
G) B) and D)

Question 8

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. While 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) C) and D)
G) A) and D)

Question 9

Which component of the FAIR test refers to the transparency of the motives and reasoning of the person delivering the bad news?

Accepted Answer

A)   fact
B)   access
C)   audience
D)   impact
E)   respectF) None of the above
G) D) and E)

Question 10

How would you use the FAIR test to evaluate a poor performance review before giving it to the employee?

Accepted Answer

The FAIR test is a useful tool for evalu...

Question 11

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) B) and C)
G) A) and C)

Question 12

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 13

You are a senior manager who needs to evaluate five supervisors in your department. Which of the following supervisors will you decide is the most effective at delivering performance reviews?

Accepted Answer

A)   Rita sugarcoats the description of problem behaviors while delivering a negative performance review.
B)   Adrianne procrastinates delivering negative feedback when she sees that employees are defensive.
C)   Julia helps the poor performers of her team understand the ways in which they are hurting organizational performance.
D)   Jorge discusses what he believes employees are thinking rather than their concrete actions.
E)   Derek uses an accusatory tone while delivering a negative performance review.F) A) and B)
G) D) and E)

Question 14

Which of the following is an effective way of delivering a negative performance review?

Accepted Answer

A)   using an accusatory or confrontational tone
B)   adopting a team-centered orientation
C)   focusing on attitudes and intentions rather than actions and results
D)   pointing out mistakes rather than problem solving
E)   sugarcoating the bad newsF) B) and E)
G) C) and D)

Question 15

Which of the following is an example of an external partner for a snack food company?

Accepted Answer

A)   Bill owns 50 shares of company stock.
B)   Fran has worked for the company for the last 13 years.
C)   Joyce visits the company annually to evaluate quality control.
D)   Mega Munchies is the company's major competitor.
E)   Alice begins working as the company's chief financial officer.F) B) and D)
G) B) and C)

Question 16

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

Question 17

Zach uses simple and direct language in an announcement stating that his company has discontinued a popular product because the cost of production has soared. His choice of language will help customers to believe that he has been up front with them.

Accepted Answer

A) True 
 B)False

Question 18

Bad news is best delivered in person.

Accepted Answer

A) True 
 B)False

Question 19

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

Accepted Answer

A)   severity
B)   consequences
C)   controllability
D)   adaptability
E)   likelihoodF) B) and C)
G) A) and B)

Question 20

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

Accepted Answer

In most performance appraisals, you are ...

Exam 11: Bad-News Messages

Which of the following is an example of an external partner for a snack food company?

Correct Answer
verified

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

Correct Answer
verified

According to David Falk, trust and long-term success in business are built on honesty in bad-news situations.

Correct Answer
verified

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

Correct Answer
verified
In most performance appraisals, you are ...
View Answer

Which of the following is an effective way of delivering a negative performance review?

Correct Answer
verified

Which of the following should be avoided when conveying bad news to customers?

Correct Answer
verified

Raven is preparing for her performance review with her boss. She is aware that her performance for the quarter was bad, and that knowledge causes her fear and anxiety. Raven, however, reminds herself that getting an honest assessment of her work will only help her. This means that Raven

Correct Answer
verified

Which of the following should communicators avoid when delivering bad-news messages?

Correct Answer
verified

A person with high emotional intelligence will usually

Correct Answer
verified

Zach uses simple and direct language in an announcement stating that his company has discontinued a popular product because the cost of production has soared. His choice of language will help customers to believe that he has been up front with them.

Correct Answer
verified

How would you use the FAIR test to evaluate a poor performance review before giving it to the employee?

Correct Answer
Answered by ExamLex AI
The FAIR test is a useful tool for evalu...
View Answer

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

Correct Answer
verified

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

Correct Answer
verified

Bad news is best delivered in person.

Correct Answer
verified

Which component of the FAIR test refers to the transparency of the motives and reasoning of the person delivering the bad news?

Correct Answer
verified

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

Correct Answer
verified

Correct Answer
verified

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

Correct Answer
verified

You are a senior manager who needs to evaluate five supervisors in your department. Which of the following supervisors will you decide is the most effective at delivering performance reviews?

Correct Answer
verified

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. While giving Melissa a negative performance review, Veronica should ensure that she

Correct Answer
verified

Exam 11: Bad-News Messages

Which of the following is an example of an external partner for a snack food company?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

According to David Falk, trust and long-term success in business are built on honesty in bad-news situations.

Correct AnswerverifiedShow Answer

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

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

Which of the following is an effective way of delivering a negative performance review?

Correct AnswerverifiedShow Answer

Which of the following should be avoided when conveying bad news to customers?

Correct AnswerverifiedShow Answer

Raven is preparing for her performance review with her boss. She is aware that her performance for the quarter was bad, and that knowledge causes her fear and anxiety. Raven, however, reminds herself that getting an honest assessment of her work will only help her. This means that Raven

Correct AnswerverifiedShow Answer

Which of the following should communicators avoid when delivering bad-news messages?

Correct AnswerverifiedShow Answer

A person with high emotional intelligence will usually

Correct AnswerverifiedShow Answer

Zach uses simple and direct language in an announcement stating that his company has discontinued a popular product because the cost of production has soared. His choice of language will help customers to believe that he has been up front with them.

Correct AnswerverifiedShow Answer

How would you use the FAIR test to evaluate a poor performance review before giving it to the employee?

Correct AnswerAnswered by ExamLex AIThe FAIR test is a useful tool for evalu...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Bad news is best delivered in person.

Correct AnswerverifiedShow Answer

Which component of the FAIR test refers to the transparency of the motives and reasoning of the person delivering the bad news?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

You are a senior manager who needs to evaluate five supervisors in your department. Which of the following supervisors will you decide is the most effective at delivering performance reviews?

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. While giving Melissa a negative performance review, Veronica should ensure that she

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
In most performance appraisals, you are ...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
Answered by ExamLex AI
The FAIR test is a useful tool for evalu...
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
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Correct Answer
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