When crafting an apology, what corporate strategy should be employed?
A) Announce the bad news only to those most affected by the news
B) Develop a blanket statement that shows concern for everyone, not just those affected by the mistake
C) Assign responsibility for the problem
D) Explain the company's remedial measures to correct the problem
E) Use a vague and indirect tone for the message
Ques. 2Which field helps organizations help manage change that may be considered negative?
A) Human Resources
B) Change Management
C) Public Relations
D) Law
E) Strategic Planning
Ques. 3Communicating bad news ineffectively may not only anger people, but it may harm your own business.
Indicate whether the statement is true or false.
Ques. 4Bad news or bad publicity ________.
A) must be ignored by a company
B) is often encouraged by a business to show its customer sensitivity
C) spreads rarely and slowly
D) can never be controlled by employees of the company
E) needs to be controlled
Ques. 5When taking the direct approach in dealing with bad news, what is the last element of the message?
A) Clarifying and restating a similar situation will never happen again
B) Putting the news in context to soften it
C) Apologizing for the news
D) Assuming responsibility for the mistake
E) Announcing how the problem will be fixed, or prevented, in the future
Ques. 6Which of the following is a key element of change management?
A) Communication
B) Adaptability
C) Opportunity
D) Goodwill
E) Policy implementation
Ques. 7Why are performance problems best handled in face-to-face meetings?
A) The opportunity to read nonverbal signals is strong
B) Face-to-face meetings allow for discussion
C) A face-to-face meeting is less embarrassing for the person with the performance problem
D) Face-to-face meetings take less planning that written communications
E) A message is sent to those who see the meeting taking place that positive action is occurring, thus improving the moral of the entire department.
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