Exam 11: Bad-News Messages

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 correct

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A) laying off an employee
B) rejecting a customer claim
C) giving an employee a poor review
D) deciding to no longer use a supplier
E) rejecting a colleague's idea

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A) I am sorry to hear that your laptop is no longer performing as expected.
B) Are you certain that you have not dropped or otherwise mishandled your computer?
C) Your computer is outdated,and some performance issues are to be expected at this point.
D) The warranty on your laptop expired ninety days after purchase.
E) Our records show that you decided not to purchase the extended warranty that was offered to you at the time of purchase.

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

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A) a direct message structure
B) a buffer statement
C) a teaser message
D) an expression of concern for the recipient
E) a rationale for the difficult news

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A) point out the supervisor's mistakes.
B) avoid future interactions with the supervisor.
C) rationalize the conduct being criticized.
D) accept the negative feedback.
E) respond with the silent treatment.

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

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A) allows for richer communication.
B) provides greater scope for immediate feedback.
C) allows for intentions to be demonstrated more easily.
D) appears more callous and impersonal.
E) is more efficient and therefore more sensitive to the audience.

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A) using a neutral subject line for the message.
B) including a short buffer at the beginning of the message.
C) expressing sympathy to the readers.
D) taking the blame for something that is not his or her fault.
E) providing a rationale for the unfavorable decision made.

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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 news

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A) laying off an employee
B) rejecting a customer claim
C) telling an employee that her performance needs improvement
D) cutting back an employee's work hours
E) rejecting a colleague's idea

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A) list of the problems the organization will face because of the idea.
B) reference to shared work goals.
C) explanation of the idea's immediate negative impacts.
D) logical criticism of the colleague's idea.
E) list of other colleagues who disliked the idea.

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A) strengthen the message and emphasize the need for improvement.
B) improve the credibility of the message-bearer.
C) encourage poor performers.
D) allow the recipient to discuss the reasons for their poor performance.
E) lower morale among all employees.

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The guidelines for delivering bad news m...

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