CBA 350 - Chapter 12 Quiz

CBA 350 - Chapter 12 Quiz

The bad-news recipients will speculate and gossip.

What is a likely consequence of a person waiting a long time to deliver bad news?

Multiple Choice

The recipients of the bad news will react in a constructive manner.

The bad-news recipients will speculate and gossip.

The person will be perceived as kind and sympathetic.

The person’s credibility will be enhanced.

The bad-news recipients will feel less hurt.

providing a clear rationale

Which guideline helps organizations maintain credibility when delivering bad news?

Multiple Choice

giving generalized feedback

providing a clear rationale

focusing on the impact to the message sender

avoiding talk of long-term solutions or benefits

using a specific, negative subject line

honesty.

In terms of maintaining credibility, the most important quality to convey when delivering bad news is

Multiple Choice

honesty.

sympathy.

self-interest.

appreciation.

tact.

demoralize employees.

Negative performance reviews that lack measurable and realistic goals are most likely to

Multiple Choice

demoralize employees.

provide a clear path for employees to gain positive ratings.

increase the employees’ accountability.

be highly effective and fair.

help employees maintain good terms with their supervisors.

Meet with Shona in person and establish goals for improvement.

A manager needs to deliver a negative performance review to an employee, Shona. How should the manager best approach it?

Multiple Choice

Meet with Shona in person and establish goals for improvement.

Rank the performance of each employee on a scale of one to ten to see where Shona falls.

Discuss Shona’s poor performance with other managers in the company first to get their opinions.

Send Shona an email reiterating key performance objectives.

Give Shona a compliment, give the bad feedback, and then end with goodwill.

Thank you for your interest in the administrator position at FutureNet.

You are the hiring manager at FutureNet, a major wealth management firm. What is an effective buffer statement you can use to reject a recent job applicant?

Multiple Choice

We are sorry that you do not suit the requirements for the administrator position.

FutureNet will not be able to hire you because you have insufficient experience.

FutureNet is looking for a candidate with better expertise than yours.

Thank you for your interest in the administrator position at FutureNet.

Your lack of experience in this field means that you are not the best person for our position.

it documents the message more easily.

One advantage of delivering bad news in written form is

Multiple Choice

it is inefficient.

it provides an opportunity for immediate response.

it documents the message more easily.

it creates opportunities to clarify the message.

it allows for the observation of nonverbal cues.

passive verbs.

When delivering bad news to customers via a written message, use

Multiple Choice

passive verbs.

the you-voice.

a lot of industry-specific jargon.

a complex message style.

specific examples of their mistakes.

positive tone.

When delivering negative feedback in person, you can potentially leave your message recipient feeling better by using a(n)

Multiple Choice

slick design.

emotional tone.

neutral delivery.

complex style.

positive tone.

He should use specific and simple language.

Bruce, a tax attorney, needs to let clients know that their hourly billing rates will be increasing in the new year. Which guideline should Bruce follow while communicating this bad news?

Multiple Choice

He should sugarcoat the bad news.

He should avoid the use of buffer statements.

He should use specific and simple language.

He should avoid the use of a teaser message.

He should display intense concern and sympathy.