BCPP6e_TB_Ch10 - Chapter 10-Negative Messages DIFFICULTY...

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Chapter 10—Negative Messages DIFFICULTY (DIF) TYPE OTHER CODES 5 = Most difficult Ap: Application question ANS: Answer 3 = Average difficulty Con: Conceptual question REF: Page Reference 1 = Least difficult Def: Definition OBJ: Chapter Objective NOT: Note (feedback/explanations) AAC: AACSB Competencies MULTIPLE CHOICE 1. The bad feelings associated with disappointing news can generally be reduced if the receiver a. believes that the decision was fair. b. thinks the matter was treated seriously. c. knows the reason for the rejection. d. All of the above. ANS: D DIF: 3 REF: p. 274 OBJ: 10-1 TYPE: Con TOP: Strategies for Delivering Bad News NOT A-D: The bad feelings associated with disappointing news can generally be reduced if the receiver believes that the decision was fair, thinks the matter was treated seriously, knows the reason for the rejection, and feels that the news was revealed sensitively. AAC: Tier 1—Communication; Tier 2—Patterns, Audience AAC: Tier 1—Reflective Thinking; Tier 2—Receiver reactions, Consequences, Conclusion 2. Which of the following is the best advice when communicating bad news? a. As long as the bad news is delivered tactfully, you don’t have to give the reasons for the bad news. b. To show sensitivity, you should always deliver bad news using the indirect method. c. Because bad news disappoints, irritates, and sometimes angers the receiver, such messages must be written carefully. d. All of the above. ANS: C DIF: 3 REF: pp. 275-276 OBJ: 10-1 TYPE: Con TOP: Strategies for Delivering Bad News NOT: a. The bad feelings associated with disappointing news can generally be reduced if the reader knows the reasons for the bad news. b. Bad news can be delivered using the direct or indirect pattern, depending on the situation. c. Bad-news messages must be written carefully since bad news can disappoint, irritate, and sometimes anger the receiver. d. Bad-news messages must be written carefully since bad news can disappoint, irritate, and sometimes anger the receiver. AAC: Tier 1—Communication; Tier 2—Patterns, Audience AAC: Tier 1—Reflective Thinking; Tier 2—Receiver reactions, Consequences, Conclusion 3. Which of the following is not one of the three primary goals in communicating bad news? a. To make the receiver understand the bad news b. To explain clearly who is to blame for the bad news 24
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25 UNIT 3 Business Correspondence c. To have the receiver accept the bad news d. To maintain a positive image of you and your corporation ANS: B DIF: 3 REF: p. 275 OBJ: 10-1 TYPE: Con TOP: Strategies for Delivering Bad News NOT A-D: The three primary goals in communicating bad news are (1) to make the receiver understand the bad news, (2) to have the receiver accept the bad news, and (3) to maintain a positive image of you and your organization. You should not place blame on someone for the bad news.
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BCPP6e_TB_Ch10 - Chapter 10-Negative Messages DIFFICULTY...

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