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Q:
Michelle must write a bad-news message to her staff telling them that their hours next month will be reduced. She has just completed Phase 1 of the prewriting process and is beginning Phase 2. What should she do first?
a. Write the rough draft of her message.
b. Select an appropriate color of stationery that will be calming to the reader.
c. Analyze the bad news to determine how it will affect the reader.
d. Gather information and brainstorm ways to present the reasons for the bad news.
Q:
It is appropriate to express your appreciation at the end of an interview.
Q:
What is the best advice for delivering bad news?
a. Use the active voice.
b. Don't imply the bad news because it may be overlooked.
c. Suggest a compromise or alternative.
d. Describe what can't be done in great detail to ensure that your message is clear.
Q:
Interviewees should not try to cover their own agenda during an interview.
Q:
The direct strategy should be used to communicate negative news when ________.
a. the news may provoke a hostile reaction
b. the news affects the receiver personally
c. firmness is necessary
d. the news could threaten the customer relationship
Q:
Silence can be an effective probe.
Q:
Chuck sent a letter to a teacher who had requested a tour of his company. In the letter he included the sentence Although we would love to have your class visit our company, much of the work area is too dangerous for group tours. What has Chuck done that might lead to legal difficulties?
a. He has denied a professional request.
b. He has used careless language.
c. He has used abusive language.
d. He has done nothing wrong.
Q:
The key to ethical communication lies in ________.
a. the tone of the message
b. the organization of the message
c. the predisposition of the receiver
d. the motives of the sender
Q:
An interviewer should allot rough blocks of time to each item on the interview agenda and keep the interview moving along in line with this plan.
Q:
What is the most accurate statement about keeping the indirect strategy ethical?
a. The indirect organizational strategy is unethical and manipulative because the writer deliberately delays the main idea.
b. When you use the indirect strategy, your motives are to deceive the reader and to hide the news.
c. Because the indirect strategy provides a setting in which to announce bad news, it should be used to avoid the truth.
d. By delaying bad news, you soften the blow somewhat, as well as ensure that your reasoning will be read while the receiver is still receptive.
Q:
The opening phase of an interview should explain what information is needed and how it will be used.
Q:
Building rapport is a function of the closing phase of an interview.
Q:
Goals in communicating negative news should include helping the receiver understand the news, showing your desire to continue pleasant relations with the receiver, and ________.
a. buffering the negative news in all situations
b. ceasing communication with the receiver
c. hiding the real reason for the negative news
d. maintaining a professional and positive image of you and your corporation
Q:
According to one national recruiter, fifty percent of a hiring decision is often made within the first thirty to sixty seconds of an interview.
Q:
An interviewer who wants to establish a casual atmosphere should sit behind a desk, at least 6 feet away from the interviewee.
Q:
What is the best advice for closing a bad-news letter?
a. Apologize profusely to the reader.
b. Give a clear explanation of the reasons for the bad news.
c. Restate the bad news to make sure that the reader understands it.
d. Close with a forward-looking statement that assumes future business.
Q:
If you are planning a video interview, arrange an alternate way to contact the other party.
Q:
Which of the following is the best example of an effective buffer in a bad-news letter telling a job applicant that she didn't get the position for which she interviewed?
a. Thank you for your application of March 13, wherein you applied for the medical clerk position.
b. We are very sorry to have to tell you that the medical clerk position has been filled.
c. We enjoyed meeting you last week to discuss your qualifications for the medical clerk position.
d. We are absolutely thrilled to have an applicant with your exceptional qualifications.
Q:
If you are planning a video interview, allow for a longer interview time than for a face-to-face interview.
Q:
Rogers company will be raising the prices of its basic services, and Roger must write to customers to inform them of these increases. What is the most important thing he should do when writing this message?
a. Prove that all his competitors are raising prices too.
b. Explain the reasons and hook the increase to benefits.
c. Apologize to his customers.
d. Promise a rate decrease in the future when the economy improves.
Q:
Due to their deceptive nature, hypothetical questions should be avoided in an interview.
Q:
In a recommendation letter, Nathan falsely accuses former employee Jacqueline of treating her supervisor disrespectfully. This action is considered to be ________.
a. slander
b. libel
c. positive
d. harmless
Q:
A hypothetical question is one in which the interviewer introduces a hypothesis and asks the interviewee to provide information that proves the hypothesis.
Q:
The major differences between the direct and indirect strategies are whether you start with a buffer and ________.
a. whether you apologize
b. whether you address the reader by name
c. whether you accept blame for the bad news
d. how early you explain the reasons for the negative news
Q:
"How might you address a customer if they began to make violent threats?" is an example of an opinion question.
Q:
Select the most accurate statement about negative messages.
a. An employee's words, decisions, and opinions are assumed to represent those of the organization.
b. If you want to communicate your personal feelings or opinions, use company letterhead to give yourself more credibility.
c. To be actionable (likely to result in a lawsuit), abusive language can be true or false, as long as it is damaging.
d. In a situation that could be legally dangerous, try to volunteer as much information as possible to show that you are being completely honest.
Q:
An instructor's goal is to find out how a student sees her. She asks, "How would you say most of your classmates view me?" This is an example of an indirect question.
Q:
Jeannie must deliver bad news to her staff in person, and she knows theyll be upset. What should Jeannie do first to prepare for the meeting?
a. Practice what she will say during the meeting.
b. Call each staff member to give them fair warning that bad news is coming.
c. Gather all relevant information.
d. Share the news with selected staff members to see how they feel.
Q:
It is always better to use factual rather than opinion questions.
Q:
A company must deliver negative news about revisions to the vacation policy to hundreds of employees quickly. Which of the following communication channels would be most effective?
a. An e-mail
b. Personal phone calls
c. A mailed letter on company stationery
d. A memo posted in the company break room
Q:
"Do you plan to continue your education?" is an example of a direct question.
Q:
________ is the ability to understand and enter into the feelings of another and is important to convey in negative messages.
a. Sympathy
b. Empathy
c. Regret
d. Rapport
Q:
An interviewee has the most latitude and freedom with open-ended questions.
Q:
The purpose of a buffer statement in a negative message is to ________.
a. ensure that the company avoids legal liability.
b. reduce the reader's shock or pain related to the bad news.
c. inform the reader of the reasons for the bad news.
d. explain company policy regarding the bad-news message.
Q:
"Tell me about your managerial experience" is an example of a closed question.
Q:
Deborah must deny a request made by one of her employees. The most effective statement in a bad-news message denying this request would be
a. No, you may not be reimbursed for the extra night you stayed after the conference ended.
b. We are so sorry that we are unable to reimburse you for the extra night you stayed after the conference ended.
c. Although your extra night cannot be reimbursed, we will process the remainder of your expense claim immediately.
d. Please be advised that your extra night stay is not reimbursable.
Q:
"Would you prefer to work the morning shift, the afternoon shift, or the evening shift?" is an example of closed question.
Q:
Select the best subject line for a memo delivering bad news to employees.
a. Discontinuation of Free Parking
b. Change in Parking Benefit
c. Parking
d. Major Reduction in Parking Privileges
Q:
Not responding to a prospective employer in an effort to avoid informing them that you have accepted another position is called _______.
a. reneging
b. strategizing
c. dismissing
d. ghosting
Q:
Closed questions restrict the interviewee's response.
Q:
Shannon was angry about something that happened at work and called her boss a fraudster and a criminal on her personal Facebook page. What has Shannon done that might lead to legal difficulties?
a. She is guilty of the "good-guy syndrome."
b. She has used careless language.
c. She has used abusive language.
d. She has done nothing wrong.
Q:
Use secondary questions to probe for further information when the answer to the previous question seemed irrelevant or inaccurate.
Q:
Which of the following is the best advice during Phase 1 of the writing process when delivering negative news?
a. One of your first considerations should be to determine how the message will affect the receiver(s).
b. To show sensitivity, you should always deliver bad news using the indirect method.
c. Delivering the news via letter on company stationery would likely be regarded as impersonal and unprofessional.
d. You should choose words and phrases that address readers collectively rather than as individuals.
Q:
Secondary questions are questions that introduce a new topic.
Q:
Wesley has included this opening statement in a bad-news message to a client: We both realize that the current economic downturn has resulted in lower stock prices. What kind of buffer is this?
a. Compliment
b. Agreement
c. Appreciation
d. Praise
Q:
The "body" of a moderately structured interview consists of primary questions and possible secondary questions arranged under several relevant topics.
Q:
A moderately structured interview includes planned questions, but also allows for important but unforeseen topics to be examined.
Q:
A person who is new at interviewing would do best to follow an unstructured interview plan.
Q:
Gerald discovered that one of his employees has filed a fraudulent expense claim. What is the best advice for Gerald to confront the employee tactfully, professionally, and safely?
a. Gerald should prepare and rehearse what he will say.
b. Gerald should go alone to the meeting with the employee so that no one else knows about the episode.
c. Gerald should meet with the employee on a Friday afternoon so that they can both go home right after.
d. Gerald should inform Human Resources of the violation and begin the termination process before speaking with the employee.
Q:
The structured interview allows the interviewer to follow up any intriguing or unclear answers that may arise.
Q:
Most job refusal letters ________.
a. use the indirect strategy
b. give concrete reasons for not hiring the candidate
c. provide as much information as possible
d. mention the name of the person who was hired for the position
Q:
In a structured interview the majority of questions are usually closed ones.
Q:
The interviewer who wants to exert a lot of control over the interview should choose a structured format.
Q:
Which of the following statements would be most effective in the closing of bad-news message?
a. Again, we apologize for the inconvenience we have caused you.
b. Our products do not go on sale, but we hope you will continue to shop with us.
c. We hope you enjoyed our fresh meal ingredients and are sorry to lose you as a customer.
d. Because we want you to continue enjoying our healthy, easy-to-prepare meals, we are enclosing a coupon for your next order.
Q:
The bad feelings associated with disappointing news can generally be reduced if the receiver ________.
a. believes that the matter was treated seriously and fairly
b. feels the news was revealed sensitively
c. knows the reasons for the rejection
d. All of these choices apply.
Q:
An efficient way to use your time at a job fair is to visit the booths of your first-choice employers first, with a notebook in hand, and ask the representative to explain what the employer does.
Q:
An interviewee cannot develop a purpose, since he is unaware of what the interviewer will ask.
Q:
In which of the following sentences has the bad news been placed in a subordinate clause?
a. Although our wellness program must be discontinued, all other benefits will remain the same.
b. Although all other benefits will remain the same, we must discontinue our wellness program.
c. Our wellness program must be discontinued.
d. We are sorry to announce that our wellness program must be discontinued.
Q:
It's important to define a specific goal for your interview, because the goal will influence the way you approach the interview.
Q:
A customer has posted a negative comment on your companys Facebook page about her dissatisfaction with the customer service she received. What should you do?
a. Delete the comment immediately before too many people see it.
b. File a lawsuit against the customer for libel.
c. Reply to the customers post within 24 hours.
d. Ignore the comment.
Q:
Moustafa is conducting an interview that gathers information from a large number of people to assess market needs. This type of interview is called a "diagnostic interview."
Q:
Victoria had to write a letter to a job applicant telling him that he was not selected for a position. Because she really liked the applicant, she wrote in the rejection letter, "I thought you were our top candidate." What has Victoria done that might lead to legal difficulties?
a. She is guilty of the "good-guy syndrome."
b. She has used careless language.
c. She has used abusive language.
d. She has done nothing wrong.
Q:
Which of the following is the best advice when presenting the reasons for the bad news?
a. Whenever possible, cite company policy as the reason for the bad news because most people willingly accept this reason.
b. Do not present the reasons for the bad news; instead, focus solely on presenting the bad news sensitively.
c. Use words such as impossible, regret, and unfortunately to make your point clear.
d. Cite reader or other benefits if plausible.
Q:
A performance appraisal interview helps an employee set targets for future performance.
Q:
For most jobs, you won't need to use any interviewing skills after you've been hired.
Q:
The indirect strategy should be used to communicate negative news when ________.
a. firmness is necessary
b. the bad news is personally upsetting
c. the receiver may overlook the bad news
d. the bad news is expected
Q:
In most interviews, the interviewer is expected to do more talking than the interviewee.
Q:
When writing to a customer about a problem with an order, you should ________.
a. use the direct pattern if the message has some good-news elements
b. use the indirect pattern if the message has some good-news elements
c. always use the direct pattern
d. always use the indirect pattern
Q:
In most interviews, the interviewer is expected to control the flow of the conversation.
Q:
You should explain the reasons for a negative message except in job refusals and ________.
a. problems with customer orders
b. credit denials
c. refusals of routine workplace requests
d. communication involving layoffs
Q:
Select the best buffer to open a letter that refuses a request from a local nonprofit organization for a charitable donation.
a. This is to inform you that your kind letter of May 14 has been directed to me for reply.
b. We have received your letter requesting a donation to your annual fund-raiser.
c. The services you provide for homeless families in our community are necessary and important.
d. Although we admire what your organization does for our community, unfortunately, we are unable to donate to your fund-raiser at this time.
Q:
Interviews are more purposeful and structured than other conversations.
Q:
Goldstar Investments has just learned that it is being sued for securities fraud. After gathering information and confirming the lawsuit, what should top management at Goldstar do next?
a. Wait for the word to get out via social media before acting.
b. Have someone leak the news to the media.
c. Hold a press conference to announce the bad news to the public.
d. Inform all Goldstar employees either personally or via electronic messages.
Q:
The most effective interviews are those that happen spontaneously, with little or no planning.
Q:
Katie makes an abusive statement about David. This language may be actionable if Katie's statement is false, if she sends the message by e-mail to another employee, and if ________.
a. the message is a minimum of five sentences long
b. she denies making the statement
c. Katies statement is damaging to Davids reputation
d. other employees believe her accusations about David
Q:
An exit interview gathers information about why an employee has chosen to leave the organization.
Q:
Peter must deny an employees request to work from home two days a week. What is the best way to begin this bad-news message?
a. I have in my hand your letter of May 31 in which you ask to work from home two days a week.
b. You are an extremely valued member of our team, and we all benefit from being able to work with you face-to-face on a daily basis.
c. Thank you for your request..
d. No, I cannot allow you to work from home two days a week.
Q:
The type of interview that is often used to assess market needs and consumer reactions is the diagnostic interview.
Q:
The best placement for a statement of bad news in a message is ________.
a. in a subordinate clause.
b. at the beginning of a sentence.
c. at the end of a paragraph.
d. at the beginning of a paragraph.
Q:
An interview that seeks to answer the question "What happened?" is referred to as an investigative interview.