Exam 10: Persuasive Messages

A) Using a neutral subject line
B) Using a one- or two-sentence buffer
C) Showing sympathy to the readers
D) Taking responsibility even if one is not at fault
E) Providing a rationale for the unfavorable decision made

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A) not display counterproductive responses to negative emotions.
B) fail to recognize and name negative emotions.
C) be unable to develop a reframing statement to effectively respond to a negative feedback.
D) display withdrawal during negative feedback.
E) seek and accept only positive feedback.

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A) using a neutral subject line as buffer.
B) using a rich communication channel.
C) ending without any expression of goodwill.
D) focusing on the employees' needs and concerns.
E) using a teaser message as the opening line.

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A) A written message, such as email, is a richer communication channel to deliver bad news messages than a personal meeting.
B) Sarah works in a virtual team; this limits her from delivering the bad news in person.
C) Bad news, such as employee lay off, has high controllability and low severity.
D) Delivering bad news in person signifies lack of concern and goodwill.
E) Delivering bad news in writing will do greater good to Sarah's credibility than delivering it in person.

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A) Delivering bad news in writing allows richer communication than delivering it in person.
B) Delivering bad news in writing provides greater scope for immediate feedback from those receiving the bad news than delivering it in person.
C) Delivering bad news in writing allows for intentions to be demonstrated more easily than when it is delivered in person.
D) Delivering bad news in writing is considered more callous and impersonal than delivering it in person.
E) Delivering bad news in writing is more efficient in allowing a person to immediately come up with options and solutions than delivering it in person.

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A) does not focus on attitudes and intentions.
B) does not provide measurable and realistic expectations.
C) does not use the sandwich approach while delivering the negative feedback.
D) uses a compliment as a buffer statement.
E) uses a teaser message as an opening statement.

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The sandwich approach to delivering bad ...

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A) repeatedly underperform
B) succeed on projects
C) reap the benefits of a transparent culture
D) accurately state bad news
E) build its credibility

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A) fact
B) access
C) respect
D) impact
E) adaptability

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A) A shareholder
B) An employee
C) A supplier
D) A competitor
E) A local community

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When you write your bad-news messages, c...

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A) an accusatory tone
B) neutral language
C) passive verbs
D) teaser messages
E) a buffer statement

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A) Employees will have to bear a salary cut due to the recession.
B) Your last quarter's performance rating is low due to your ill health.
C) Since the warranty clause has expired, we will not be able to replace your television.
D) This employment contract is terminated as you have failed to meet our quality standards.
E) Your idea seems to be infeasible due the lack of funds in the company.

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A) adaptability
B) controllability
C) likelihood
D) severity
E) agility

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A) is reframing her thoughts to initiate constructive feedback conversations.
B) is displaying counterproductive response to negative emotions.
C) is an individual with low emotional intelligence.
D) is not capable of identifying the negative emotions that she is feeling as a result of the upcoming performance review.
E) is displaying signs of defensiveness, denial, and withdrawal.

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A) Have I gathered all the relevant information and examined various accounts of the same event?
B) Have I considered all the ways in which this message will impact others in the near term and long term?
C) What have I done to lessen the negative impacts on recipients?
D) Have I stated the message in a way that recognizes the inherent worth of others?
E) What am I doing to provide appropriate opportunities to the bad-news recipients?

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