BCOM Chapt 11

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

Which of the following is a likely consequence of a person waiting a long time to deliver bad news?

Which of the following is an example of a bad news message characterized by low severity and high controllability?

Which of the following is the richest communication channel for delivering bad-news messages?

Which of the following communication channels should ideally be used for a bad-news message that is characterized by high severity and high controllability?

Which of the following is the best example of a buffer in a message to turn down a job applicant?

In the context of bad news, a teaser message is a message that

Serena, a bank manager at the United Front Bank, heads the business loan department. She wants to communicate to all of the bank's long-term customers that interest rates on business loans are increasing by a full percentage point.

Which of the following would damage the effectiveness of a written message designed to convey bad news to colleagues or employees?

Which of the following helps organizations maintain credibility when delivering bad news?

To keep an organization free of the mum effect, it is necessary to

Which of the following is the best example of a company experiencing the mum effect?

Which of the following is an example of an external partner?

While delivering bad news in writing to customers, use

Ideally, which of the following should a manager avoid when delivering negative performance reviews

Lane has to deliver his first negative performance review. He should make sure to

The sandwich approach to delivering bad news

In delivering negative performance reviews, a focus on the ______ of an employee is least likely to provoke defensiveness or a counterproductive response.

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

To avoid counterproductive responses to negative emotions such as fear, anxiety, and anger, a person should

Which of the following is an example of reframing thoughts in order to respond to negative feedback constructively?

Arnold was angry because he believed that his boss did not pay enough attention to his work. As a result, Arnold convinced himself that he was fine without feedback. This means that Arnold

Which of the following statements is true of reviewing bad news messages before delivering them?

Which of the following questions will help you review bad news message to evaluate the "access" aspect of the FAIR tests?