11 May HOW CAN I CLOSE THE MESSAGE APPROPRIATELY?
All of the following are
likely results of poorly communicating bad news EXCEPTA) angering peopleB) losing customersC) ensuring that the news is
accepted as finalD) facing legal liabilitiesE) experiencing a decline in
employee productivity 2) Why are bad-news messages challenging
to compose?A) They must be lengthy and vague
to avoid legal consequences.B) They require you to achieve a
number of goals that are incompatible at first glance.C) They make it impossible to
maintain your audience’s goodwill.D) They force you to offend your
audience. E) They demand that you begin
with the bad news, thus standing a good chance of alienating your audience from
the start. 3) One of the four goals of
delivering bad news is to ________.A) convey the news clearly, yet
sensitively B) protect the audience’s
self-esteem by only hinting at the newsC) offend your audience if
necessary to get the message acrossD) gloss over the facts that may
cause legal complicationsE) budget additional time to
re-explain the message 4) Gavin purchased an MP3 player
at a large electronics retailer. When his device stopped working he emailed the
store to inquire about a repair or replacement device. Gavin received a reply
from a customer service representative, thanking him for his inquiry and
resolving to try to help him. The representative stated that it might be the
manufacturer, not the store itself, who should handle this type of problem. She
thanked him again for his business and encouraged him to continue shopping at
the retailer. Which of the following statements accurately describes the
customer service representative’s job of delivering bad news?A) Her message was insensitive
and likely offended Gavin.B) Her message failed to consider
a positive image of the retailer she works for.C) Her message was unclear and
will likely result in further communication from Gavin.D! Her message effectively
balanced all four goals of communicating bad news.E! Her message failed to achieve
any of the four goals of communicating bad news. 5) Which of the following
statements would be best to include in a letter turning down someone who
applied for a job? A) We are sorry to inform you
that your credentials were not as impressive as the other candidates who
applied for the position.B) We think that you are
talented, but feel the position would best be filled by a younger, more vibrant
candidate.C) Unfortunately, we were more
impressed by the other candidates.D) We don’t think that you are
the right fit for this position at this point in time.E) After much consideration, we
have offered the position to another candidate. 6) A coworker asks for your help
on a project but you are busy with other responsibilities and won’t be able to
assist her. Which of the following is the most accurate statement about this
situation?A) You should use the ACE process
for delivering bad news to tell your coworker that you are unable to help.B) Since she is a colleague and
not your superior this is not an example of a bad-news message.C) It is an informal situation
and does not require the news to be conveyed sensitively.D) You should say nothing and
hope that your coworker gets the message that you are too busy to help her.E) You should tell your coworker
that you’ll try to help her, even though you know your schedule won’t permit
it, to let her down gently. 7) All of the following questions
are part of the analyzing stage of the ACE process for delivering bad news
EXCEPTA) How will the audience react to
this news?B) What is the best medium for
this message?C) Should I include an apology?D) Should I begin with the bad
news or lead up to it?E) What business result do I want
to achieve? 8) When using ACE for bad-news
messages, which of the following should be considered during the composing
stage of the process?A) Can I do anything else to
project a positive image and maintain goodwill?B) How can I close the message
appropriately?C) What is the best medium for
this message?D) Have I avoided legal
complications?E) Does the message project a
good image of me? 9) Angelina has to reject an
employee’s request for time off, and is trying to determine the best medium to
deliver this message. She is also thinking about what the employee’s reaction
will be, and if there is anything she can say to soften the bad news. Angelina
is engaged in which stage of the ACE process for delivering bad-news messages?A) AnalyzingB) AddressingC) ComposingD) CritiquingE) Evaluating 10) Before ________ a bad-news
message, ________ the situation by asking yourself several questions that help
you develop content and choose the best medium.A) analyzing; evaluateB) analyzing; composeC) composing; evaluateD) composing; analyzeE) evaluating;
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