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A year ago
Apologizing for mistakes in a bad news business message ________.
 
  A) is never a good idea
  B) creates adverse publicity for the business
  C) can only harm the company's bottom line
  D) is ethical, but not good for business
  E) can have a positive effect

Ques. 2

Taking a you perspective in the face of a mistake ________.
 
  A) results in the customer ending all business relations with the company
  B) is considered to be harmful for future business
  C) results in angry customers
  D) is ethical and a good business decision
  E) must be avoided

Ques. 3

When taking the direct approach in dealing with bad news, what is the first element of the message?
 
  A) Announcing the bad news
  B) Providing an explanation for the news
  C) Putting the news in context to soften it
  D) Assuming responsibility for the mistake
  E) Announcing how the problem will be fixed, or prevented, in the future

Ques. 4

Like other bad news communications, delivering bad news to a vendor requires balancing ________.
 
  A) anger with frustration
  B) a clear statement of the bad news with positive statements of goodwill
  C) a hint of the bad news with a clear statement of the consequences of not improving performance
  D) a clear statement of goodwill with a buffer for the bad news
  E) your responsibility for the bad news with the audience's responsibility for the bad news

Ques. 5

Some people believe that apologies are dangerous because ________.
 
  A) they are not required for conveying news in a sensitive way
  B) they require more tact than informing clients about bad news
  C) they need to be conveyed in indirect organization format rather than direct organization format
  D) they put a business in a defensive position that could imply legal liability
  E) they reflect the negative attitude of a business

Ques. 6

In today's team-based businesses, which of the following is most likely to be the result of collaboration?
 
  A) It creates a situation where fewer ideas are generated.
  B) It creates a situation where you may need to accommodate more ideas than you decline.
  C) It creates a situation where fewer ideas are needed because most of the information can be obtained from the Internet.
  D) It creates a situation where you may need to reject more ideas than you accept.
  E) It creates a situation where people are reluctant to come up with creative ideas.
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wrote...
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A year ago
Answer to #1

Answer: E
Explanation: E) Some think an apology is dangerous because it could imply legal liability, but research shows that a well-timed, strategically worded apology can improve a company's image, facilitate forgiveness, and even decrease damages if the case goes to court.

Answer to #2

Answer: D
Explanation: D) Taking a you perspective in the face of a mistake is not only ethical, but also a good business decision. A strategically worded apology can improve a company's public image, facilitate forgiveness, and even decrease damages if a case goes to court.

Answer to #3

Answer: A
Explanation: A) The first step in any direct format communication is stating the reason for writing, or, as this case, announcing the bad news

Answer to #4

Answer: B
Explanation: B) All bad news communications should strive to balance a clear statement of the bad news with positive statements of goodwill.

Answer to #5

Answer: D
Explanation: D) Some people believe that apologies are dangerous because they put a business in a defensive position that could imply legal liability.

Answer to #6

Answer: D
Explanation: D) Collaboration increases the number of ideas that are generated, and consequently you often have to decline more ideas than you accept to complete a project.
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