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Q:
Explain the characteristics of an effective letter rejecting a job applicant.
Q:
Discuss steps to take before terminating an employee.
Q:
What are some viable options for refusing social networking recommendation requests?
Q:
Discuss the purpose of performance reviews.
Q:
Suppose you're a manager who has to write performance reviews. What can you do to help you prepare for writing a review that includes negative information?
Q:
Define and discuss performance reviews.
Q:
Since termination letters are highly controversial, you should never deliver them in person.
Q:
Refusing a request to write a recommendation letter generally calls for using the indirect approach and a great deal of diplomacy.
Q:
Performance reviews in the workplace are designed to
A) clarify job requirements.
B) give employees feedback on their performance.
C) promote personal action plans for improving performance.
D) all of the above.
Q:
Which of the following can help you handle requests for recommendations in a social networking environment?
A) Ignoring a request from someone you don't know
B) Maintaining a policy of not writing a recommendation for anyone
C) Writing as much or as little as you're comfortable with sharing about the person
D) all of the above
Q:
Which of the following is necessary for the completion of the performance appraisal writing process, so that decisions about pay, promotion, or termination can be made?
A) Objective voice
B) Identifying opportunities for improvement
C) Up-to-date job descriptions
D) Coaching
E) Documentation
Q:
When terminating an employee, which of the following should be included in the message?
A) Clear reasons for the action
B) A statement of what could have been done to avoid the action
C) Contact information if the employee needs to discuss the action further
D) An indication of what can be done to be reinstated
E) A clear expression of thanks for the employee's dedication and service
Q:
How should reasons for a termination be presented to an employee?
A) In as direct a format as possible to prevent misunderstanding
B) As fair and nondiscriminatory
C) Using an indirect format with reasons implied rather than clearly stated
D) As a personal plan to improve performance on future jobs
E) As being approved of by the company's legal team
Q:
Which one of the following is NOT an essential element of writing termination messages in the workplace?
A) Careful planning
B) Sensitive writing
C) Complete documentation
D) Personal allegations
E) Legal compliance
Q:
When you're appraising employee performance, ________ to support any decisions that need to be made about pay, promotions, or termination.
A) write down your frustrations
B) document performance problems
C) evaluate each employee differently
D) focus on each employee's faults and shortcomings
E) focus only on the most recent activities of the employee
Q:
Why should an applicant rejection letter avoid implying that the application will be reviewed at a later date?
A) To avoid legal complaints
B) To minimize hope in the applicant
C) To limit the applicant pool for future positions
D) To make the letter as short and direct as possible
E) To maintain a polite and passive tone
Q:
When writing an employment termination letter, you should
A) include words that are open to interpretation, such as difficult and untidy.
B) clearly present the reasons for the action.
C) not get too caught up in trying to preserve a good relationship with the employee.
D) make clear to the employee that you have carefully researched relevant employment laws.
E) offer to meet and discuss the issue so there is no confusion on the employee's part.
Q:
If you must give an employee a negative performance review
A) do so by email or fax.
B) support your claims with careful documentation.
C) limit your discussion to the areas where the employee needs improvement.
D) avoid suggestions for improvement.
E) ask the employee how they plan to correct the problems.
Q:
A letter rejecting a job applicant should
A) avoid explaining why he or she was not selected.
B) point out the applicant's shortcomings.
C) be as personal as possible.
D) be as long as possible.
E) offer advise on how to improve their interview skills.
Q:
As a member of an online social network, the recommendations you write
A) must include extensive detailed information.
B) cannot be seen by the other network members.
C) become part of your online brand.
D) don't affect your online profile.
E) are not considered legally admissible in court.
Q:
How can an organization use the performance appraisal process to protect the company from claims of discriminatory practices?
A) By keeping the job descriptions up to date
B) By requiring all appraisals be written in a subjective voice
C) By requiring all appraisals be given using an indirect format
D) By evaluating all employees consistently and fairly
E) By giving key employees a review at least once per year
Q:
Which of the following is the most effective close for a letter rejecting a job applicant?
A) If you have any questions about our decision, don't hesitate to call.
B) We hope that despite this rejection you will continue to frequent our establishments.
C) Again, we are very sorry that we cannot offer you a position at this time.
D) I wish you the best in your job search. I am confident you will find a match for your skills and interests.
E) When you improve your skill set, please feel free to reapply.
Q:
When rejecting a job applicant, you can soften the blow by
A) expressing appreciation for his or her application.
B) mentioning the qualifications of the person who was hired.
C) praising competitive applicants.
D) apologizing for wasting the person's time.
E) promising to hire them for the next available position.
Q:
Which of the following should be verified before terminating an employee?
A) The employee was warned that termination was going to happen
B) The message can be delivered over social media
C) Reasons for termination are objectively verifiable
D) Confrontations were avoided by withholding negative feedback
E) The employee was evaluated for the same issue consistently
Q:
In which way do performance reviews help an employee develop a personal plan to ensure continued performance?
A) By documenting evidence of performance
B) By clarifying job requirements
C) By eliminating the need for disciplinary action
D) To avoid disputes about pay and promotions
E) To identify areas of greatest interest to the employee
Q:
Identify and discuss guidelines for making negative announcements.
Q:
Discuss the advantages to engaging early and often when considering responding to negative messages.
Q:
Provide at least five guidelines to observe when making negative organizational announcements.
Q:
Most catastrophes can be predicted and prepared for.
Q:
As soon as a crisis hits, companies should set up a news center for company representatives and the media. Best practices for the news center will include all of the following EXCEPT
A) releasing contact information for everyone involved.
B) having trained personnel on site around the clock.
C) directing incoming inquires to a designated spokesperson.
D) providing complete information packets to the media as soon as possible.
Q:
When responding to rumors and countering negative information in a social media environment, a company should NOT
A) engage customers early and often.
B) monitor online conversations.
C) rely on its reputation to protect it.
D) respond appropriately and professionally.
Q:
Which of the following should be done when determining the appropriate response to a negative message posted on social media?
A) Correct the information
B) Respond promptly to the comment
C) Respond to all negative comments after researching the issue
D) Take legal action against critics
E) Hold an online conversation with the critic
Q:
Which of the following is key to successfully managing communication efforts during a crisis?
A) Use whistle-blowers to share the news
B) An active social media site
C) An online crisis management plan
D) Time to evaluate the negative message
E) Monitoring the conversation
Q:
Which of the following should be included in a crisis management plan?
A) A list of all employees
B) An evaluation plan to disseminate information
C) A list of who is authorized to speak for the company
D) A file on ragers and trolls that seek to create conflict in the organization
E) Mutually identifiable relationships with stakeholders
Q:
A(n) ________ defines operational procedures, outlines communication tasks, and sets responsibilities during a crisis.
A) disaster worksheet
B) crisis management plan
C) emergency succession plan
D) business vulnerability assessment
E) leadership plan
Q:
When a crisis occurs, corporate communicators should
A) deflect blame to third parties.
B) reserve all comments for their favorite media outlets.
C) get top management involved immediately.
D) go into lockdown mode when asked questions.
E) use only prepared statements and avoid questions from the media.
Q:
A crisis management plan should
A) define operational procedures and outline communication tasks and responsibilities.
B) make provisions for concealing operational issues from the news media.
C) avoid limitations on who is authorized to speak on behalf of the company.
D) never include contact information for key executives and personnel.
E) be developed immediately after a crisis has occurred.
Q:
The challenge of ________ is a direct result of the proliferation of social media and other communication technologies.
A) researching and developing new products and services
B) communicating up and down a company's supply chain
C) attracting and recruiting qualified applicants for employment
D) responding to online rumors and attacks on a company's reputation
E) avoiding unethical dilemmas at the workplace
Q:
When you need to inform employees that a benefit or privilege will be eliminated
A) the best approach is to leak the news as a rumor rather than make a public announcement.
B) minimize the impact of the bad news by presenting it in as positive a light as possible.
C) use the direct approach.
D) use as many hedging words as possible.
E) develop a strong persuasive message highlighting the benefits of the change.
Q:
Which of the following will help when handling a crisis?
A) Identifying favorite media representatives
B) Telling the whole story, completely and honestly
C) Discussing products and services the company makes that will be used during the crisis
D) Identifying and blaming the source of the crisis
E) Refusing to answer questions until the crisis is resolved
Q:
Which of the following is considered to be the most important step in preparing to respond to negative information on social media?
A) Monitor the conversation before responding
B) Evaluate negative messages before responding
C) Respond quickly and ethically
D) Offer a reasonable solution to make customers happy
E) Engage with stakeholders as part of a long-term strategy
Q:
Identify the tasks involved when using a professional manner to refuse claims or requests for adjustments.
Q:
List at least three guidelines that can help you avoid being accused of defamation.
Q:
If a customer makes an unreasonable claim against your company, there is no need for you to explain why you are rejecting it.
Q:
When you deliver bad news about business transactions (such as a delayed order shipment), you should always apologize to the audience.
Q:
Your communication goals do NOT include ________ if you're sending bad news about transactions.
A) modifying the customer's expectations
B) explaining your plan for resolving the situation
C) repairing any damage to the business relationship
D) pinpointing what the customer did wrong
Q:
Do all of the following EXCEPT ________ if you must refuse a claim.
A) show that you understand the claim
B) argue heatedly for your point of view
C) explain your refusal
D) suggest alternative action
Q:
To avoid being accused of defamation, you should
A) refuse to communicate with unhappy clients.
B) make it clear to disgruntled customers that you refuse to be intimidated.
C) avoid any kind of behavior that could be considered abusive.
D) frequently refer to company policy.
E) have all clients sign a release from liability.
Q:
Whether or not you should apologize when delivering bad news about transactions depends mainly on
A) how much the customer has purchased from your company in the past.
B) the medium you are using for the message.
C) how long it has been since the problem occurred.
D) potential ethical and legal outcomes.
E) how much you personally regret the decision made.
Q:
Negative messages about business transactions are designed to
A) confirm the customer's expectations.
B) explain how you plan to resolve the situation.
C) show the audience that whatever has happened, your company is not at fault.
D) let the audience know which of your employees caused the problem.
E) show the audience other goods or services your organization can provide.
Q:
If the stakes are high for you or your receiver, use a(n) ________ to deliver negative information.
A) intuitive approach
B) irregular approach
C) indirect approach
D) direct approach
E) persuasive approach
Q:
When you are refusing a routine request from someone in an established relationship, you
A) should use the indirect approach.
B) should invoke company policy if that is a possible out.
C) donʹt need to invest as much time and effort as you would for other kinds of negative messages.
D) should give the name of the person making the decision.
E) avoid offering suggestions or other options available.
Q:
Why is using the indirect approach usually better when refusing claims and requests for adjustments?
A) It is quicker and easier to write
B) You can include an apology and offer discounts on future transactions
C) You don't have to include an apology
D) The customer is likely to be emotionally involved
E) There will be a stronger indication the issue is closed
Q:
Which of the following is an advantage to using the direct approach when refusing routine requests?
A) It offers advice about how the audience can pursue other possibilities
B) High stakes issues become less important
C) The audience can modify their expectations of you
D) It is easier to establish a profession tone for the message
E) The audience gets their answer quickly
Q:
What is your primary communication challenge when you are unable to comply with a routine request?
A) Minimizing time spent on the working relationship
B) Turning the request into an unsolicited request
C) Fully and carefully explaining reasons
D) Giving a clear negative response without generating negative feelings
E) Offering alternatives, if available
Q:
Which format is usually most effective when rejecting suggestions and solicited proposals?
A) Direct
B) Persuasive
C) Negative
D) Indirect
E) Positive
Q:
When using the indirect approach to make a negative announcement on a routine business matter, what should be established in the buffer?
A) Your reasons for the decision
B) An announcement of the negative news
C) As much positive information as available
D) A variety of suggestions and proposals
E) An area of mutual ground between you and the reader
Q:
Discuss why ethics and etiquette are important when writing bad news messages.
Q:
How can an organization encourage the value of whistle-blowing within the organization?
Q:
Emotions often run high when negative messages are involved for both the sender and the receiver which makes high standards of ethics and etiquette important.
Q:
When you must deliver negative messages in the workplace, strive to maintain high standards of ethics and etiquette because
A) laws and regulations dictate content and delivery of many business messages.
B) negative messages can have a significant impact on the lives of those who receive them.
C) negative messages contain emotional content for both senders and receivers.
D) all of the above.
Q:
Employees who observe illegal or unethical behavior in the workplace may resort to ________, if they're unable to resolve the problems through normal channels.
A) "shuffling the deck"
B) "calling the game"
C) "blowing the whistle"
D) "breaking the mold"
Q:
When you must deliver bad news in the workplace, remember that
A) you should de-emphasize the news at all costs.
B) your feelings, as well as the feelings of anyone who receives the message, are irrelevant.
C) delaying, downplaying, or distorting the news may be unethical or illegal.
D) internal and external audiences will react to the news in the same way.
E) bad news in the workplace is routine and should be handled as such.
Q:
When delivering bad news, wording such as "We must turn down," "I am unable to," and "We cannot afford to"
A) softens the blow by drawing attention away from the reader and onto the sender.
B) will impress the reader as being straightforward and forceful.
C) is likely to cause pain and anger in the reader.
D) is unavoidable.
E) lets the reader know your decision is final.
Q:
Which of the following statements does the best job of delivering bad news clearly and kindly?
A) I am sorry to have to tell you that we rejected your application.
B) Because you do not have the experience we clearly listed in the job posting, we cannot offer you the position.
C) There were many highly qualified applicants and the chosen candidate already has a CPA license.
D) Several other applicants were far more qualified for the position than you were, so we cannot offer you the job.
E) We have already offered the position to a more qualified candidate.
Q:
Which of the following is the process of reporting unethical or illegal behavior within a company?
A) Buffering
B) Whistle-blowing
C) Defamation
D) Goodwill
E) Crisis management
Q:
Which of the following is one reason the consideration of ethics is especially important when delivering bad news?
A) The law requires all communications to be ethical and written with etiquette
B) Strong ethical standards will minimize the impact of the negative news
C) To emphasize the benefits to all stakeholders, not just those receiving the news
D) The news may impact the lives of those receiving it in a significant way
E) The message can minimize anxiety for the reader
Q:
Briefly describe the elements of a negative message that uses the indirect approach.
Q:
Discuss the effective use of a buffer when using the indirect format for writing a negative message.
Q:
Discuss guidelines for writing an effective, respectful close when using the indirect approach for negative news.
Q:
What four guidelines should you follow in writing effective closings to negative messages?
Q:
You are faced with informing your supervisor about massive production delays. Company policy dictates that you must provide this information in writing. What questions should you consider when deciding between the direct and indirect approaches for your message?
Q:
List three techniques for deemphasizing bad news.
Q:
The buffer for a negative message should be positive.
Q:
In the close to a negative message, you should repeat the bad news.
Q:
Businesspeople rarely have to deliver negative news.
Q:
Consider the following statement: "Our profits, which have been disappointing, are only part of the total picture." This statement uses a ________ to deliver negative news.
A) mixed metaphor
B) parenthetical expression
C) deflective reference
D) contingent modifier
Q:
With the exception of ________, all of the following guidelines can help you close a negative message on a respectful note.
A) being sincere
B) managing future correspondence
C) avoiding an uncertain conclusion
D) promising an optimistic future outcome
Q:
One way to be tactful when giving your reasons for bad news is to
A) explain why the decision is good for you and your company.
B) highlight, if possible, how your negative decision benefits the recipient.
C) explain that the decision is based on company policy.
D) apologize for having to be the bearer of bad news.
E) ignore any request you don't intend to comply with.
Q:
In a negative message, the explanation section should
A) distract readers with current events.
B) apologize for any inconvenience the message may cause.
C) lead readers to your conclusion before you state it.
D) establish common ground with the reader.