Exam 6: Communicating Bad News

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A) Announce the bad news only to those most affected by the news
B) Develop a blanket statement that shows concern for everyone, not just those affected by the mistake
C) Assign responsibility for the problem
D) Explain the company's remedial measures to correct the problem
E) Use a vague and indirect tone for the message

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A) potential benefits
B) an apology
C) a final reminder of what the bad news is
D) a final reminder of why the decision was made
E) contact information in the event the receiver wishes to communicate further

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A) by sugarcoating it
B) in clear terms
C) through implication
D) by subtle hints
E) in vague terms

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A) will not greatly impact the content that you develop for your message
B) will always be the same- angry and disappointed-so no additional analysis on this subject is necessary
C) can be exactly predicted using the ACE process
D) should be anticipated by thinking about the situation from their perspective
E) will vary so much from case to case that it is not worth the effort to try to determine it

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A) It creates a situation where fewer ideas are generated.
B) It creates a situation where you may need to accommodate more ideas than you decline.
C) It creates a situation where fewer ideas are needed because most of the information can be obtained from the Internet.
D) It creates a situation where you may need to reject more ideas than you accept.
E) It creates a situation where people are reluctant to come up with creative ideas.

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A) Have I avoided legal complications?
B) Is the bad news stated clearly and sensitively?
C) Should I include an apology?
D) Should I begin with the bad news or lead up to it?
E) How can I clearly phrase the bad news?

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One of the best ways to buffer bad news ...

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A) An apology
B) A hidden benefit of the delay
C) Reasons for the bad news
D) A reminder of what has gone well so far
E) Options or alternative choices

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A) will be perceived as a sign of weakness
B) will likely be seen as aggression
C) is never recommended
D) is more likely to generate goodwill and achieve a good business result
E) may lead to confusion and dishonesty

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A) Goodwill
B) Persuasive
C) Indirect
D) Casual
E) Direct

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A) With a sense of goodwill
B) With a statement about what the company can do, or an alternative
C) By subordinating the news
D) In a passive voice
E) In an active voice

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A) the direct approach is best to buffer the bad news
B) the direct approach is preferred so that you get right to the point without introductory pleasantries
C) the indirect approach alleviates the need to phrase the bad news tactfully
D) the indirect approach can provide introductory information so it can be understood by the reader
E) you should always take responsibility for the claim even if you are not to blame in order to maintain the customer's goodwill

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A) a buffer
B) reasons for the bad news
C) the bad news
D) alternatives to the bad news
E) the main idea in the first sentence

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A) It can be followed by reasons for the bad news.
B) It can be written using "you" language.
C) It can be implied, allowing the receiver to guess at the bad news.
D) It can be placed later in the message.
E) It can be apologized for.

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