|
Which of the following deals with how QUICKLY someone is able to give feedback during communication? A) coordination B) immediacy C) cue D) permanence E) richness |
B) IMMEDIACY |
|
LOGAN dislikes email and texting because he cannot hear the other person’s TONE of VOICE or see FACIAL EXPRESSIONS. Logan’s frustration is related to a lack of A) constraints. B) resources. C) cues. D) control. E) permanence. |
C) CUES |
|
Maya’s virtual team includes editors in the United States, designers in Italy, and fact checkers in India. Maya wants the team to discuss the development process for their next book. Which communication channel will best allow team members to consider what they say, to respond in a way that is comfortable, and to FIT the discussion in THEIR SCHEDULES? A) a conference call B) a videoconference C) an electronic discussion thread D) a series of print memos E) a series of one-to-one phone calls |
C) an electronic discussion thread |
|
POLLY needs to communicate with MANY people in her department. It is NOT necessary for everyone to receive the message AT THE SAME TIME. Which of the following is the best tool for Polly to use? A) a videoconference B) an email C) a phone conversation D) a conference call E) a webinar |
B) an email |
|
Which of the following is typically used for SHORT, ONE-to-ONE or one-to-many MESSAGES and is ideal for QUICK announcements and scheduling? A) a blog B) a videoconference C) texting D) a conference call E) a webinar |
C) texting |
|
Which of the following facilitates a one-stop work space containing project and meeting information, SHARED FILES, and COMMUNICATION platforms? A) texting B) written messages C) webinar D) social networking E) email |
D) social networking |
|
Ismail needs to let Felicia know that the FUNDS for her pet project have been SLASHED. Which communication channel should Ismail use? A) email B) written message C) social networking D) texting E) spoken communication |
E) spoken communication |
|
Email communication is A) characterized by low control. B) characterized by little coordination. C) a rich communication medium. D) a high-cost option. E) best suited for emotional communication tasks. |
B) characterized by LITTLE COORDINATION. |
|
Craig is the sales manager at Blaize Supersports and has a 20-member sales team. During an average day, Craig receives about 115 emails and sends out 75 emails. James, a salesperson at the store, is typing an email to Craig. James wants to take a week off to spend time with his family. Which of the following is true concerning the subject line of James’s email? A) The email does not need a subject line because it comes from one of Craig’s staff. B) It should include only the number of days and dates of his vacation. C) It should include James’s name, department details, and employee identification number. D) It should use a descriptive subject line such as "James requests time off." E) It should include an attention-getting phrase such as "Urgent Staff Issue." |
D) It should use a descriptive subject line such as "James requests time off." |
|
Which of the following is most likely to be included in the signature block of an email? A) a list of attachments B) an expected action C) statistical data D) contact details E) the names of all the recipients |
D) contact details |
|
Which of the following guidelines best ensures that your email is easy to read? A) Include a subject line that is at least 20 words long. B) Make each paragraph in your message at least 80 words long. C) Avoid the inclusion of attachments. D) Avoid stating expected actions explicitly. E) Provide a descriptive signature block. |
E) Provide a descriptive signature block. |
|
Which of the following serves the same function in emails that headlines do in newspapers and magazines? A) subject lines B) signature blocks C) attachments D) salutations E) first paragraphs |
A) subject lines |
|
When Sherry sends task-oriented emails to colleagues, she always tells them the deadline for the tasks and details about when she is available to talk or meet. What conclusion are Sherry’s colleagues likely to draw from this? A) Sherry holds an important place in the organization. B) Sherry is arrogant and bossy. C) Sherry respects their time and other commitments. D) Sherry packs unnecessary information in her messages. E) Sherry has leadership potential. |
C) Sherry respects their time and other commitments. |
|
Paul always hits "reply to all" whenever he answers a team email, even if the email was a question posed by one other person and directed only to Paul. When he initiates an email about his project, he sends it to everyone in his department. Judging only from this information, what impact does Paul have on his department’s communications? A) He is spreading confidential information to unauthorized people. B) He is making everyone in his department feel included as part of the team. C) He is helping make the department work more efficiently. D) He is ensuring that each person on the team clearly knows his or her assignment. E) He is contributing to email overload in his department. |
E) He is contributing to email overload in his department. |
|
Which of the following is a reason why greetings and names are omitted from emails? A) People do not like being greeted or having their names used very often. B) Omitting names and greetings saves space and keeps many emails on one screen. C) Some professionals view emails as the equivalent of memos, which traditionally omit names and greetings. D) Most people are emotionally uninvolved at work and are not inclined toward greeting others. E) Since emails are typically forwarded to several other people, it is inappropriate to name only one recipient. |
C) Some professionals view emails as the equivalent of memos, which traditionally omit names and greetings. |
|
Clement, a customer service representative at Sarah’s Supermart, has a tough time handling customers during his first week on the job. Carlo, Clement’s colleague, guides him through this difficult period. Afterward, Clement writes Carlo an email to thank him warmly for his help. Carlo neither reacts nor replies. Carlo’s behavior is an example of A) negativity effect. B) neutrality effect. C) active incivility. D) defusing. E) constraint. |
B) neutrality effect. |
|
CHRIS AND SUZANNE are employees of Finvest Corp. During a recent performance review, Susan’s manager tells her that her productivity has declined this year and she needs to improve. When Susan confides this to Chris, he mentions objectively that he has noticed she is spending more time texting on the job. Susan responds by saying, "I don’t need you to criticize me too!" Susan’s behavior is an example of A) negativity effect. B) neutrality effect. C) passive incivility. D) defusing. E) a flame. |
A) NEGATIVITY effect. |
|
Dave sends an email to his colleague, Stan, asking for important details about an ongoing project. Stan is on a business trip and finds no time to reply to all of Dave’s queries. Dave wrongly perceives that Stan is ignoring him. Which of the following should Dave do? A) Because Stan is indulging in cyber silence, Dave should retort with flames. B) Dave should inform their manager about his complaints against Stan. C) Because Stan is on a business trip, Dave should not bother him even if the project falls behind. D) Dave should call Stan or send a polite message saying he would appreciate an early reply. E) Dave should ignore Stan’s emails when Stan finally replies. |
D) Dave should call Stan or send a polite message saying he would appreciate an early reply. |
|
When SAMANTHA was asked to inform a colleague she dislikes about a meeting, she WAITED until an hour before the meeting to email the information to the woman. What is this an example A) maintaining formality B) passive incivility C) negativity effect D) neutrality effect E) active incivility |
B) passive incivility |
|
One possible negative effect of texting is that A) the brevity of texts can make them sound bossy. B) texts are an inherently serious channel. C) texts do not convey meta messages. D) the format of texts is not good for positive news. E) texts cannot be sent to a group. |
A) the brevity of texts can make them sound bossy. |
|
Savita sends the following message to a colleague she has texted only once before: "Do you want to meet for coffee to discuss combining our efficiency reports?" What would make this text more professional? A) identifying who she is at the beginning of the message B) adding a smiley face emoticon at the end of the message C) using "Wanna" instead of "Do you want" to be more concise D) sending the phrase "Call me" instead of the whole message E) including a sarcastic comment about their impossible deadline |
A) identifying who she is at the beginning of the message |
|
Just before Ellen goes to bed at 11:00 p.m., she realizes that she forgot to confirm a meeting that she is supposed to attend the following day. She texts her colleague the following message: "Hi, it’s Ellen. Are we still on tomorrow at 3:00?" What should she have done differently? A) not bothered to include her name in the message B) waited to send the text right after she arrived at the office the next day C) included a frowning face emoticon to apologize for forgetting D) made a humorous comment about having a memory like a sieve E) turned off her sound alerts so she will not be awakened if her colleague answers |
B) waited to send the text right after she arrived at the office the next day |
|
Frequent incoming messages can A) increase productivity. B) increase attention spans. C) reduce creativity. D) reduce stress. E) improve civility. |
C) reduce creativity. |
|
Which of the following can help keep email-induced distractions at bay? A) checking your messages once an hour B) checking your messages at the end of the day C) checking your messages once a week and using an automated message to indicate that D) checking your messages just two to four times a day E) checking your messages constantly to keep updated on the latest information |
D) checking your messages just two to four times a day |
|
Why are companies like Google and Microsoft joining the Overload Research Group? A) It is a service that responds to texts and emails on behalf of individuals. B) It is a service that responds to texts and emails on behalf of companies. C) It is an organization devoted to finding solutions to the problem of too many e-interruptions. D) It is a service that searches a company’s emails to reduce overload by destroying duplicates. E) It is an organization trying to train workers to have better attention spans. |
C) It is an organization devoted to finding solutions to the problem of too many e-interruptions. |
|
How is productivity affected when employees multitask? A) Productivity increases by up to 80 percent. B) Productivity increases by up to 40 percent. C) Productivity remains the same. D) Productivity drops by up to 40 percent. E) Productivity drops by up to 85 percent. |
D) Productivity drops by up to 40 percent. |
|
Which of the following would help to reduce e-interruptions? A) checking digital messages six to eight times a day at random B) turning on an automatic message that you are not answering emails all day C) replying immediately to all messages to get them out of the way D) using rich channels of communication to accomplish tasks completely E) adding colleagues to an email chain so they can answer the messages |
D) using rich channels of communication to accomplish tasks completely |
|
When preparing for a business phone call, you should do many of the same things you do for A) an email. B) a meeting. C) texting. D) a webinar. E) social media. |
B) a meeting. |
|
What advantage do landlines have over mobile phones? A) email ability B) texting ability C) Internet access D) more reliable video E) more reliable audio |
E) more reliable AUDIO |
|
Which of the following is a helpful guideline for phone conversations with business colleagues? A) Begin discussing business issues immediately after saying hello. B) To keep a formal tone, avoid using the other person’s name. C) Multitask as long as you can do so without the other person suspecting. D) Make sure that the conversation time is balanced between both parties. E) To avoid wasting your colleagues’ time, end without social niceties. |
D) Make sure that the conversation time is balanced between both parties. |
|
Why is efficiency one of the primary goals when sending routine messages? A) Routine messages require in-depth analysis. B) Routine messages contain elaborately detailed content. C) The structure of routine messages is pyramid shaped. D) The volume of routine messages is high. E) Most professionals rarely write routine messages. |
D) The volume of routine messages is HIGH. |
|
Which of the following is the most important step in PLANNING routine MESSAGES? A) audience analysis B) idea development C) message structuring D) meta message development E) crisis analysis |
C) message structuring |
|
What is the main CHALLENGE that authors of routine messages have to overcome? A) Finding enough facts to write a routine message is difficult. B) Readers receive so many routine messages that it is hard to catch their attention. C) Routine messages require substantial evidence to document their claims. D) Knowing what the audience wants from a routine message can be very difficult. E) Most routine messages have complex content that is difficult to simplify. |
B) Readers receive so many routine messages that it is hard to CATCH their ATTENTION. |
|
In routine messages, the PRIMARY MESSAGE should ______ words. A) not exceed ten B) not exceed five C) be between fifteen and twenty D) be more than fifty E) be between twenty and thirty |
A) not exceed TEN |
|
The step of IDEA development for routine messages primarily involves A) coming up with persuasive arguments to support your claim. B) asking yourself how to grab the reader’s attention. C) identifying and gathering relevant, accurate, and up-to-date information. D) checking for typos and any signals that you have ignored the needs of others. E) requesting feedback about the message from trusted colleagues. |
C) IDENTifying and gathering relevant, accurate, and up-to-date information. |
|
Read the following email, which Costa sent to his team. Then choose the answer below that best explains what is wrong with the email. A) The tone is too casual for a business email. B) The message is too short. C) It is not proper memo style to skip the greeting. D) Stating the reason for the change is unnecessary. E) The meeting time is missing. |
E) The meeting time is missing. |
|
Read the following email, which LEAH sent to her supervisor. Then choose the answer below that best explains what is wrong with the email. A) The email is too general to tell Janice anything about Bryan’s performance. B) The tone is too casual for this type of email. C) It is not Leah’s place to send a note praising a colleague to her supervisor. D) Leah should have waited until Janice asked her opinion. E) The subject line should be more specific to capture Janice’s attention. |
A) The email is too GENERAL to tell Janice anything about Bryan’s performance. |
|
Which of the following should you focus on during the drafting STAGE for routine messages? A) audience analysis B) idea development C) message structuring D) front-loading the message E) gathering accurate information |
D) FRONT-loading the message |
|
Many ROUTINE business messages involve such things as teams coordinating their assignments, customers buying products, and colleagues asking if they can meet. Such messages are known as A) requests. B) expectations. C) apologies. D) claims. E) announcements. |
A) requests. |
|
When making REQUESTS, ______ GOES A LONG WAY in maintaining goodwill. A) using a self-oriented, positive tone B) ordering people to complete a task C) keeping the subject line mysterious D) showing respect for the recipient’s time E) omitting the rationale for the request |
D) showing RESPECT for the recipient’s time |
|
Read the following request, which SHANA sent to her supervisor. Then choose the answer below that best evaluates the email. A) The email fails to provide a rationale for the request. B) The email does not have a specific enough subject line. C) The tone is too bossy, so it is inappropriate to send to a supervisor. D) The message does not show respect for Les’s time. E) The email is specific, positive, and shows concern for the department. |
E) The email is specific, positive, and shows concern for the department. |
|
Which of the following accurately describes the act of SETTING EXPECTATIONS for others? A) Only senior managers ever have to set expectations for their subordinates. B) First-time managers are the people who are most comfortable telling others what to do. C) Setting expectations is directly tied to your ability to foster interpersonal trust in the workplace. D) The way in which you set expectations for others will not affect your credibility. E) Stating goodwill in a message for setting expectations conveys weakness. |
C) Setting expectations is directly tied to your ability to foster interpersonal trust in the workplace. |
|
In the context of setting expectations, what does it mean to DESCRIBE responsibilities? A) encouraging employees to engage in networked communication to solve problems B) designating tasks and work outcomes to certain employees C) setting out the timeline by which the work should be accomplished satisfactorily D) providing guidelines for how employees should communicate and cooperate with one another E) identifying a potential crisis and developing a strategy for avoiding it |
B) DESIGNATING tasks and work outcomes to certain employees |
|
Lok meets with the team he oversees and gives each team member a spreadsheet that shows when various stages of the project are DUE. The assignments for each team member are shown in a different color. What aspect of setting expectations has Lok just done? A) describing responsibilities B) setting deadlines C) stating goodwill D) discussing coordination E) providing guidelines |
B) setting deadlines |
|
Which of the following is a central component in setting EXPECTATIONS for those you MANAGE? A) making claims B) making requests C) stating goodwill D) providing deadlines E) analyzing audiences |
D) providing DEADLINES |
|
Which of the following components is usually found in a SET OF DIRECTIONS but not in a set of expectations? A) an explanation of the work outcome B) a description of responsibilities C) a set of deadlines D) step-by-step instructions E) guidelines for working with others |
D) step-by-step INSTRUCTIONS |
|
Hannah receives an email from Keith, a subordinate who is about to start analyzing a market research report. Keith has never done this before, so he sends Hannah a long paragraph that contains five questions about the assignment. What is the best way for Hannah to respond to Keith? A) by inserting her answers directly into Keith’s paragraph B) by giving a general summary of the process that does not directly answer Keith’s questions C) by writing a new paragraph that contains all her answers D) by writing her answers to the questions as a numbered or bulleted list E) by telling Keith that he should model his work on the analysis she did last year |
D) by writing her answers to the questions as a numbered or BULLETED LIST |
|
Announcements are a form of A) one-to-one communications. B) one-to-many communications. C) many-to-many communications. D) one-to-many-to-one communications. E) many-to-one-to-many communications. |
B) one-to-many communications. |
|
Many employees gloss over announcements BECAUSE announcements A) are typically written in an other-oriented tone. B) typically consist of requests for claims. C) are broadcast to a large number of employees. D) are rarely interesting to read. E) are complicated to understand. |
C) are BROADCASTS to a large number of employees. |
|
How can you prevent employees and customers from IGNORING announcements? A) Reward customers and employees for reading announcements. B) Ask employees and customers to take turns writing the announcements. C) Include links to funny articles or videos in every announcement. D) Use a specific, catchy subject line that creates interest. E) Request a read receipt for each announcement. |
D) Use a specific, CATCHY subject line that creates INTRESTS. |
|
What are CLAIMS? A) codes of conducts for employees B) requests for other companies to compensate for or correct the mistakes they have made C) detailed timelines by which work should be accomplished satisfactorily D) guidelines for how employees should communicate and cooperate with one another E) updates to policies and procedures, notices of events, and other correspondences |
B) REQUESTS for other companies to compensate for or correct the mistakes they have made |
|
A message that makes a CLAIM is most likely to close with A) the rationale for the claim. B) an emotional reason for the claim. C) an announcement. D) a call to action. E) a step-by-step direction |
D) a CALL to action. |
|
Which of the following is most likely to be a component of an appreciation message? A) an attention getter B) a quick rationale C) a call to action D) a goal for the message E) a deadline for a task |
B) a QUICK RATIONALE |
|
Which of the following accurately describes APPRECIATION messages? A) Your appreciation messages should include several statements about yourself. B) Your appreciation message should include exaggerated displays of gratitude. C) You should avoid explaining why you feel grateful because that sounds defensive. D) You should begin your appreciation messages with an expression of thanks. E) Your appreciation messages should have an informal tone when sent to clients. |
D) You should BEGIN your appreciation messages with an expression of THANKS. |
|
To show your sincerity in an appreciation message, you should A) include exaggerated displays of gratitude. B) avoid including a rationale for the gratitude. C) make sure that your message is extremely formal. D) focus exclusively on the recipient. E) include a call to action at the end of the message. |
D) FOCUS exclusively on the recipient. |
|
Which of the following is true of APOLIGIES? A) Offenses caused by personality clashes do not warrant apologies. B) It is always good to apologize regardless of whether you are right or wrong. C) Not all apologies are necessarily good apologies. D) Business professionals who are high in emotional intelligence never apologize. E) Apologies are necessary only when you harm someone on purpose. |
C) NOT ALL apologies are necessarily good apologies. |
|
At a team meeting, LARRY makes the following apology: "I was wrong in saying that Cathy missed her deadline. I’m sorry that I damaged her reputation. It was my fault for not checking my in-box before I came to the last meeting." What component of an apology has Larry failed to include? A) acknowledgment of a mistake B) acceptance of responsibility C) sincerity and timeliness D) an expression of regret E) a commitment not to repeat the offense |
E) a COMMITMENT not to repeat the offense |
|
RACHEL walks into her boss’s office and makes the following apology: "I was wrong to yell at you when I found out that my trip had been canceled. I did a poor job of controlling my emotions. I’ll do better next time." What component of an apology has Rachel failed to include? A) acknowledgment of a mistake B) acceptance of responsibility C) sincerity and timeliness D) an expression of regret E) a commitment not to repeat the offense |
D) an expression of REGRETS |
|
Which of the following is most likely to be a component of a message that expresses sympathy for a DEATH? A) gaining attention B) offering support C) taking responsibility D) providing rationale E) providing directions |
B) offering SUPPORT |
|
Which of the following is a common component of all routine messages, including messages that express SYMPATHY? A) a statement of goodwill B) deadlines C) a rationale for a claim D) a thank you statement E) an attention getter |
A) a statement of GOODWILL |
|
Which of the following should communicators avoid when DELIVERING bad-news messages? A) bearing responsibility for one’s own role in causing bad news B) committing to transparency and honesty in delivering bad news C) viewing delivery of bad news opportunistically D) sympathizing with the recipients of bad news E) telling the truth even when it is not popular or politically correct |
C) viewing DELIVERY of bad news opportunistically |
|
COMPARED to delivering bad news in PERSON, delivering bad news in WRITING A) allows for richer communication. B) provides greater scope for immediate feedback. C) allows for intentions to be demonstrated more easily. D) appears more callous and impersonal. E) is more efficient and therefore more sensitive to the audience. |
D) appears more callous and IMPERSONAL. |
|
The degree to which the bad-news message receiver CAN ALTER the outcome is referred to as A) controllability. B) severity. C) likelihood. D) power. E) adaptability. |
A) controllability. |
|
Which aspect of bad news indicates how SERIOUS or detrimental a bad news is? A) severity B) consequences C) controllability D) adaptability E) likelihood |
A) severity |
|
Hideki has to tell Manny that his language has offended some colleagues. He also must say that Manny is on PROBATION for three months to give him the chance to change his behavior. Hideki should deliver this message in a(n) A) email. B) phone call. C) video call. D) personal meeting. E) memo. |
D) PERSONAL meeting. |
|
Which of the following is most likely to be communicated in WRITING? A) rejection of a colleague’s idea B) the decision to cut employees’ hours C) a poor review of an employee’s performance D) the decision to lay off an employee E) termination of a long-term supplier’s contract |
A) REJECTION of a colleague’s idea |
|
Which of the following is the best example of a LESS DIRECT message? 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 absenteeism. C) The warranty clause has expired, so we will not be able to replace your television. D) This employment contract is terminated, because you have failed to meet our quality standards. E) Your idea has been judged infeasible because of the company’s lack of funds. |
C) The warranty clause has expired, so we will not be able to replace your television. |
|
In a bad-news message, a BUFFER is a statement that is typically used to A) express criticism. B) distance yourself from the recipient. C) convey false hope. D) show appreciation. E) express disappointment. |
D) show appreciation. |
|
OSKAR has to write a letter REJECTING a customer’s request for a replacement for her five-year-old air conditioner, which is past its warranty. Which of the following is an appropriate buffer statement he might use? A) I am sorry to hear that your air conditioner has broken down during this heat spell. B) Are you certain you did the recommended yearly maintenance of your air conditioning unit? C) We are sorry that the air conditioning unit we installed is no longer working. D) The warranty on your air conditioning unit expired two years ago. E) Our records show that you decided not to renew your service contract when we contacted you. |
A) I am SORRY to hear that your air conditioner has broken down during this heat spell. |
|
An email that REJECTS a colleague’s idea should ideally start with a(n) A) list of the problems the organization will face because of the idea. B) reference to shared work goals. C) explanation of the idea’s immediate negative impacts. D) logical criticism of the colleague’s idea. E) list of other colleagues who disliked the idea |
B) REFERENCE to shared work goals. |
|
McKenzie has to tell his subordinates about a company-wide freeze on wages. In his message, he should end with A) a buffer. B) a focus on his own concerns. C) an expression of goodwill. D) a blaming statement. E) a teaser message.E |
C) an expression of GOODWILL. |
|
Juana wants to reject her colleague’s idea. To DELIVER this bad news effectively in writing, she should A) use a lot of jargon in her message. B) use a simple design for her message. C) avoid the use of buffer statements. D) ensure that the message looks slick. E) use a direct message structure. |
B) use a simple DESIGN for her message |
|
As a result of the mum effect, the message that reaches the top executives of an organization is usually A) clear and specific. B) falsely positive. C) delayed and outdated. D) highly credible. E) explicit and direct. |
B) falsely positive. |
|
Research on Uno Motor Corp. revealed that the company shows signs of the mum effect. As a result, Uno Motor is likely to A) underperform year after year. B) succeed on most projects. C) develop a transparent culture. D) accurately state bad news. E) build its credibility with employees. |
A) UNDERperform year after year. |
|
Ryan, the owner of the Home Value supermarket chain, wants to terminate a contract with a supplier. Over the life of the contract, Ryan interacted with the representatives of the supplier mainly over the phone or email. Which of the following will the supplier interpret as a less-THAN-straightforward way of ending the working relationship? A) Ryan takes the supplier’s representatives out for lunch and thanks them for being such great friends. B) Ryan ensures that his written message leaves the door open to possibly doing business in the future. C) Ryan provides a rationale for his decision so that the supplier can improve its weaknesses. D) Ryan keeps the written message short, but includes a neutral subject line as buffer. E) Ryan uses an indirect message structure to convey the bad news. |
A) Ryan TAkes the supplier’s REPresentatives out for lunch and THAnks them for being such great friends. |
|
Ace Machines has been using batteries supplied by its long-term vendor Thorium Inc. in all its PRODUCTS. Recently, a competitor of Thorium agreed to provide superior batteries at the same price, so Ace Machines has decided to change its supplier for batteries. The most appropriate way for the purchasing manager at Ace Machines to convey this bad news to Thorium is to A) avoid using nonverbal behavior to show concern and appreciation. B) use general but legal language in the written message. C) avoid starting the written message with a buffer or a teaser statement. D) provide a clear rationale and specific feedback in the written message. E) use a direct message structure over an indirect message structure. |
D) PROVIDE a clear rationale and specific feedback in the written message. |
|
Which of the following should be AVOIDED when conveying bad news to customers? A) neutral language B) passive verbs C) teaser messages D) a buffer statement E) an accusatory tone |
E) An ACCusatory tone |
|
Which of the following is the MOST effective way of delivering a bad-news message to a long-term client? A) Minako uses you-voice in her written message to deliver the bad news. B) Brian provides long descriptions of what the client did wrong. C) Sandra meets with the client, provides a rationale, and discusses impacts. D) Tommy leaves a voice message on the client’s telephone. E) Calvin writes a letter couching the decision in legal language. |
C) SANDRA MEETS with the client, provides a rationale, and discusses impacts. |
|
You are a senior manager who needs to evaluate five supervisors in your department. Which of the following supervisors will you decide is the most effective at delivering PERFORMANCE reviews? A) Rita sugarcoats the description of problem behaviors while delivering a negative performance review. B) Adrianne procrastinates delivering negative feedback when she sees that employees are defensive. C) Julia helps the poor performers of her team understand the ways in which they are hurting organizational performance. D) Jorge discusses what he believes employees are thinking rather than their concrete actions. E) Derek uses an accusatory tone while delivering a negative performance review. |
C) JULIA helps the POOR PERFORMERS of her team understand the ways in which they are hurting organizational PERFORMANCE. |
|
Which of the following is the best example of setting MEASURABLE and realistic expectations? A) Jessica tells Halim that she believes he can turn things around for his next performance review. B) Marsha tells Eddie, a machine operator, to reduce the defective parts he produces by 60 percent. C) Pablo tells Rachel, one of his sales people, that he expects a sharp improvement in her sales figures. D) Mark asks Ben to help ensure that the market share of the company increases. E) Keisha informs Roger that she expects to see an improvement in his output as soon as possible. |
B) MARSHA tells Eddie, a MACHINE OPERATOR, to reduce the defective parts he produces by 60 percent. |
|
The following is a quotation from a NEGATIVE PERFORMANCE review delivered by a senior manager to a team leader: "I know you and your team have the potential to turn things around for our next performance review; hence, we need to totally focus on getting everything right from now on." The performance review is ineffective because it A) does not focus on attitudes and intentions. B) does not use the sandwich approach. C) uses a compliment as a buffer statement. D) uses a teaser message as an opening statement. E) does not provide measurable and realistic expectations. |
E) DOES NOT PROVIDE measurable and realistic expectations. |
|
A person with high emotional intelligence will usually A) manage emotions to respond constructively to negative feedback. B) remain unaware of the negative emotions he or she feels. C) respond to negative feedback by criticizing the other person. D) display withdrawal during negative feedback. E) seek and accept only positive feedback. |
A) MANAGE EMOTIONS to respond constructively to negative feedback. |
|
During a difficult performance review, a person with HIGH EMOTIONAL INTELLIGENCE is most likely to A) point out the supervisor’s mistakes. B) avoid future interactions with the supervisor. C) rationalize the conduct being criticized. D) accept the negative feedback. E) respond with the silent treatment. |
D) ACCEPT the negative feedback. |
|
Which of the following statements made by an EMPLOYEE would be a COUNTERPRODICTIVE response to a NEGATIVE review? A) Getting negative feedback from my boss irritates me. B) It is my responsibility to accept the feedback and improve myself accordingly. C) The feedback I get from my boss will facilitate my career advancement. D) Negative feedback is a part of the boss’s job and mine. E) My performance on the job is not related to whether my boss likes me. |
A) Getting NEGATIVE feedback from my BOSS irritates me. |
|
RAVEN is preparing for her performance review with her boss. She is aware that her performance for the quarter was bad, and that knowledge causes her fear and anxiety. Raven, however, REMINDS herself that getting an honest assessment of her work will only help her. This means that Raven A) is reframing her thoughts to foster a constructive conversation. B) is displaying counterproductive response to negative emotions. C) is an individual with low emotional intelligence. D) is incapable of identifying the negative emotions she is feeling. E) is displaying signs of defensiveness, denial, and withdrawal. |
A) is REFraming her thoughts to foster a constructive conversation. |
|
Catherine heads a sales team, and most of her subordinates have performed well. However, one of the team members, Dave, has been performing poorly. Catherine has created a file that records Dave’s performance issues and contains a few emails from colleagues criticizing him. While delivering the negative feedback to Dave, Catherine should A) focus on the poor attitude that Dave’s posture and expression reveals. B) keep the negative emails from other colleagues private. C) ask Dave why he cannot be more like the other team members. D) give Dave the goal of doing better within a short time. E) focus on pointing out mistakes rather than problem solving. |
B) keep the negative emails from other colleagues private. |
|
When reviewing your bad-news message, which of the following questions will help you evaluate the "IMPACTS" ASPECT of the FAIR test? A) Are my motives clear, or will others perceive that I have a hidden agenda? B) Is my perspective of the facts influenced by defensiveness, favoritism, or some other bias? C) Have I stated the message in a way that recognizes the inherent worth of others? D) Am I doing what I can to provide appropriate opportunities to the bad-news recipients? E) Is the rationale for this bad news based on sound facts and conclusions? |
D) Am I doing what I can to PROVIDE APPropriate opportunities to the bad-news recipients? |
|
What component of the FAIR test relates to the question "Have I stated the message in a way that RECOGNIZES the inherent WORTH of others?" A) fact B) access C) audience D) impact E) respect |
E) respect |
|
Which of the following questions should you use while REVIEWING your bad-news message to evaluate the "FACTS" aspect of the FAIR test? 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? |
A) Have I gathered all the RELEVENT INFORMATION and examined various accounts of the same event? |
|
Which component of the FAIR test refers to the transparency of the MOTIVES and REASONING of the person delivering the bad news? A) fact B) access C) audience D) impact E) respect |
B) access |
Share This
Flashcard
