BCOM 8TH EDITION LEHMAN

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Chapter 07 Delivering Bad News Messages

MULTICHOICE

1. Which of the following is true of face-to-face delivery of bad news?

(A) It carries no discomfort.

(B) It decreases the potential for escalation of emotion.

(C) It enables immediate feedback.

(D) It does not signal the importance of the news.

Answer : (C)

2. In the context of delivering bad-news messages, carries a level of discomfort and the
potential for escalation of emotion.

(A) email communication

(B) instant messaging

(C) text messaging

(D) personal delivery

Answer : (D)

3. Which of the following is a similarity between conveying bad news electronically and personally?

(A) Both prevent the misinterpretation of messages.

(B) Both enable immediate feedback.

(C) Both require empathy and tact.

(D) Both reduce the potential for escalation of emotion.

Answer : (C)

4. When delivering bad news, if a refusal appears in the first sentence of a message, .

(A) the message is easily accepted

(B) the supporting details need not be presented

(C) the receiver's reaction is likely to be negative

(D) the reader tends to concentrate on understanding the supporting details

Answer : (C)

5. In the context of writing a bad-news message using the inductive outline, which of the following
immediately precedes the step that presents facts, analysis, and reasons for refusal or bad news?

(A) The step that includes a counterproposal

(B) The step that states the bad news using positive tone

(C) The step that puts forward a neutral idea

(D) The step that indicates a continuing relationship with the receiver

Answer : (C)

6. Using the inductive sequence in a bad-news message:

(A) presents the main idea directly at the beginning.

(B) saves the reader's time by stating the refusal before providing reasons.

(C) does not require any explanation.

(D) de-emphasizes the refusal by closing on a neutral or pleasant note.

Answer : (D)

7. In a bad-news message, placing the refusal in the first sentence can be justified if the message:

(A) addresses a significant matter.

(B) is intended to demonstrate the sender's authority.

(C) is a response to legal and ethical requests.

(D) contains constructive criticism.

Answer : (B)

8. Gwen, a manager at Exude Apparels Inc., received a message from a customer requesting a
replacement for a purchased pair of shoes. Exude Apparels has a clearly stated no-return policy.
Gwen responded to the customer denying the request in a tactful and clear manner. Despite this, the
customer submitted a second request. In this scenario, which of the following is an appropriate
response to the second request?

(A) Ignoring the second request

(B) Using an indirect approach in the second response

(C) Using the deductive outline in the second response

(D) Resending the first response

Answer : (C)

9. The introductory paragraph in a bad-news message should:

(A) state the bad news directly.

(B) provide a buffer to cushion the bad news.

(C) lead the audience to expect good news.

(D) use the deductive approach.

Answer : (B)

10. can be incorporated into the beginning paragraph of a bad-news message to make it
effective.

(A) Consensus

(B) Feedback

(C) Jargon

(D) Resale

Answer : (D)

11. Which of the following is an idea that you can incorporate into an effective beginning paragraph
in a bad-news message?

(A) When there is positive and negative information to be conveyed, state the negative news first.

(B) Introduce the refusal of a current request by referring to the initial transaction.

(C) Begin the refusal with a statement that leads the audience to expect good news.

(D) Always present the main idea in the first statement of the message.

Answer : (B)

12. Which of the following guidelines should you follow when developing the reasons section in a
bad-news message?

(A) Use the deductive approach.

(B) Conceal the reasons behind the refusal of a request.

(C) Conceal the reasons behind the refusal of a request.

(D) Read the section aloud to identify flaws in logic.

Answer : (D)

13. Which of the following is true of the reasons section of a bad-news message?

(A) It should be written using the deductive approach.

(B) It should always be presented in the closing paragraph.

(C) It should include "company policy" as one of the reasons.

(D) It should emphasize how the audience will benefit from a decision.

Answer : (D)

14. Which of the following is an example of a good practice when developing a bad-news message?

(A) Dan, a manager at Oak Inc., avoids providing reasons to support the refusal in his bad-news
message.

(B) Aaron, a manager at Calibon Inc., avoids using "company policy" as a reason in his bad-news
message.

(C) Meena, a manager at WillWare Inc., avoids emphasizing how her audience will benefit from a
decision.

(D) Rachel, a manager at TechnoGram Inc., avoids using the inductive approach when developing a
bad-news message.

Answer : (B)

15. Which of the following guidelines should be followed while writing a bad-news statement?

(A) A bad-news statement should be included in the opening paragraph.

(B) A bad-news statement should not subordinate the refusal.

(C) A bad-news statement should always be presented indirectly.

(D) A bad-news statement should be written using passive voice.

Answer : (D)

16. Using helps subordinate the refusal in a bad-news message.

(A) the active voice

(B) specific terms

(C) the deductive sequence

(D) abstract nouns

Answer : (D)

17. Which of the following is true of a counterproposal?

(A) It increases the need to state the refusal directly.

(B) It always represents a tangible benefit.

(C) It helps preserve a relationship with the receiver.

(D) It always precedes the refusal.

Answer : (C)

18. Steve, a recruiter at Aragon Inc., interviews Eric, an engineering graduate. After the interview,
Steve writes a message to Eric stating that he has not been selected. In the message, he also
suggests that Eric apply for other suitable openings at Aragon. The suggestion made by Steve is an
example of a(n) .

(A) counterproposal

(B) review

(C) agenda

(D) criticism

Answer : (A)

19. In the context of bad-news messages, a(n) might eliminate the need to state the refusal
directly because it states what can be done.

(A) counterproposal

(B) review

(C) agenda

(D) criticism

Answer : (A)

20. Which of the following should be avoided when writing the closing paragraph of a bad-news
message?

(A) Statements that encourage future controversy

(B) Statements that offer a counterproposal

(C) Statements that include a forward-looking idea

(D) Statements that restate an idea stated previously

Answer : (A)

21. The closing sentence of a bad-news message should:

(A) restate the main idea.

(B) avoid a counterproposal.

(C) be longer than the preceding paragraphs.

(D) add a unifying quality to the message.

Answer : (D)

22. Which of the following can make the closing paragraph of a bad-news pleasant?

(A) Restating the refusal

(B) Including a decision that merits an apology

(C) Including a forward-looking idea

(D) Encouraging future controversy

Answer : (C)

23. When refusing a request, a writer should:

(A) use the inductive approach.

(B) provide a vague reason to minimize disappointment.

(C) use the deductive outline.

(D) state the refusal before providing reasons.

Answer : (A)

24. Melody, a manager at Wisbane Inc., received a message from an employee requesting a change
in the work timings. However, she had been instructed by her superiors that the company work
timings must be strictly followed without any alteration. Which of the following guidelines should
Melody follow when composing the message denying the employee's request?

(A) She should present the reasons subjectively to the employee.

(B) She should voice the refusal without an explanation.

(C) She should state the refusal before providing reasons.

(D) She should give reasons that will seem logical to the employee.

Answer : (D)

25. Ashton, a manager at Millington Technologies Inc., receives a message from a customer
claiming free service for a laptop whose warranty has expired. Which of the following guidelines
should Ashton follow when composing the message denying the customer's claim?

(A) He should avoid closing the message with resale or sales promotional material.

(B) He should avoid providing an explanation for the refusal.

(C) He should avoid stressing the actions that should have been taken to avoid the problem.

(D) He should avoid offering possible alternatives to resolve the problem.

Answer : (C)

26. In the context of denying credit requests, the requires that a credit applicant be notified of
the credit decision within 30 calendar days following application.

(A) Consumer Credit Protection Act

(B) Fair Credit Reporting Act

(C) Accurate Credit Transactions Act

(D) Equal Credit Opportunity Act

Answer : (D)

27. Mark, a senior editor at Logi Corp., is in charge of editing the articles written by Bruno, a newly
hired employee. He notices many grammatical errors in Bruno's articles and decides to write a
feedback message to Bruno. Which of the following guidelines should Mark follow when composing
the message?

(A) He should include specific, verifiable facts.

(B) He should convey intent to get even.

(C) He should not maintain neutrality.

(D) He should use evaluative words that present opinions.

Answer : (A)
28. Which of the following is true of negative organizational news?

(A) Employees do not want to know about situations adversely affecting their organization.

(B) Effective managers recognize that employee morale and public goodwill are easy to repair even
after they are damaged.

(C) Employees who are aware of their organization's potential problems feel disconnected from the
organization.

(D) Managers who can relay negative information in a sensitive, honest, and timely way can calm
fears.

Answer : (D)

29. Which of the following is a difference between a printed memo and an email?

(A) An email is a more effective channel than a printed memo for communicating official information.

(B) A printed memo is used for internal communication, whereas an email is used for external
communication.

(C) An email is a more formal communication channel than a printed memo.

(D) A printed memo is more effective than an email for communicating sensitive information.

Answer : (D)

30. Which of the following is true of a crisis situation in an organization?

(A) While responding to a crisis, a common message should be communicated to both internal and
external audiences.

(B) An accident crisis includes accidents or harm caused by human error as well as organizational
misdeeds.

(C) An organization can respond to a crisis situation by accurately predicting the crisis in advance.

(D) The type of crisis should be identified in order to better develop communication messages.

Answer : (D)

31. In a(n) , the event is considered purposeful and includes accidents or harm caused by
human error as well as organizational misdeeds such as fraud.

(A) preventable crisis

(B) accidental crisis

(C) victim crisis

(D) casualty crisis

Answer : (A)

TRUEFALSE

32. An organization's ability to handle difficult situations with tact and empathy powerfully
influences the perceptions of employees.

(A) True (B)

False

Answer : (A)

33. Face-to-face delivery of bad news increases the probability of misinterpretation of the news.

(A) True

(B) False

Answer : (B)

34. If bad news is presented in the first sentence of a message, the reaction is likely to be positive.

(A) True

(B) False

Answer : (B)

35. Placing a refusal in the first sentence of a message can be justified if the message is the second
response to a repeated request.

(A) True (B)

False

Answer : (B)

36. When a message contains a request that must be refused and another that is being answered
favorably, the refusal must always be stated first.

(A) True (B)

False

Answer : (B)
37. An expression of gratitude could be used as a positive beginning to a bad-news message.

(A) True

(B) False

Answer : (A)

38. The statement preceding a refusal in the introductory paragraph of a bad-news message should
imply that an affirmative decision will follow.

(A) True (B)

False

Answer : (B)

39. The reasons section of a bad-news message need not emphasize how the audience will benefit
from a decision.

(A) True (B)

False

Answer : (B)

40. The best reason for a refusal is "company policy" because it requires no further explanation.

(A) True

(B) False

Answer : (B)

41. Using the deductive outline helps subordinate the refusal in a bad-news message so that the
reasons get the deserved emphasis.

(A) True (B)

False

Answer : (B)

42. Offering a counterproposal in a bad-news message can assist in preserving future relationships
with the audience.

(A) True

(B) False
Answer : (A)

43. The closing paragraph in a bad-news message must restate the refusal.

(A) True

(B) False

Answer : (B)

44. Sales promotional material must never be included in a bad-news message.

(A) True

(B) False

Answer : (B)

45. It is a good idea to use the deductive approach for refusing requests for a favor, an action, or
even a donation.

(A) True (B)

False

Answer : (B)

46. Refusing employees' requests requires sensitivity and complete, honest explanations.

(A) True

(B) False

Answer : (B)

47. Claim refusals are not necessary when a warranty does not apply or has expired or a customer
has misused a product.

(A) True (B)

False

Answer : (B)

48. Credit refusals cannot serve as order acknowledgments when requests for credit are
accompanied with an order.

(A) True
(B) False

Answer : (B)

49. The Equal Credit Opportunity Act requires that a credit applicant be notified of the credit
decision within 10 calendar days following application.

(A) True (B)

False

Answer : (B)

50. In the decision to communicate about negatives, the primary consideration is intent.

(A) True

(B) False

Answer : (A)

51. Effective managers recognize that employee morale and public goodwill are easy to repair even
after they are damaged.

(A) True (B)

False

Answer : (B)

52. When delivering negative organizational news, convey the bad news as late as possible.

(A) True

(B) False

Answer : (B)

53. When delivering negative organizational news, it is necessary to be candid about what is
happening, why, and its effect on employees, customers, and the public.

(A) True (B)

False

Answer : (A)

54. Email is the most effective channel for communicating negative organizational news.
(A) True (B)

False

Answer : (B)

55. In a victim crisis, an organization is viewed as a victim of an event.

(A) True

(B) False

Answer : (B)

56. Read the refusal message to Kylie Sanders who has requested new laptops for her department
so that employees can work from home and travel with ease. Then answer the corresponding
question about the message.To: Kylie Sanders <ksanders@email.job.net>
From: Satya Kashtelyan <sk@email.job.net>
Subject: Employee Laptop Initiative

Hi Kylie,
Even though my employees are interested in being more productive, there is no way that we will be
able to fund an employee laptop initiative. Such an initiative would not work for a number of
reasons, including budgeting and technology training.
A laptop initiative would be an expensive endeavor. With each laptop costing approximately $2,000
for each of our 56 employees, the costs would exceed $100,000. In addition to the cost of the
laptops, employees would need technology training.
In order to properly train employees, we would need to provide optional training workshops. These
workshops incur additional direct costs as well as indirect costs in areas such as lost productivity.
Given the 10 percent loss of revenue we faced last quarter, these expenses would be difficult to
cover.
While we are not currently in a position to implement the laptop initiative request, your request is
forward-thinking and noteworthy. Once the company finds itself on more secure financial grounds, I
would be happy to reconsider the initiative. Meanwhile, we have several laptop computers that
employees may check out for telecommuting and travel.
Kylie, employees like you make us all proud. Even though your request was a little outrageous and
the timing was off, it is the thought that counts. Keep up the good work.

Best,
Satya
True or False: In the original bad-news statement, Satya focuses on the refusal rather than the
merits of the request.

(A) True (B)

False

Answer : (B)
SHORTANSWER

57. Choosing an Appropriate Channel and Organizational Pattern

Delivering bad news effectively takes time and practice. Skilled communicators deliver bad news in
a way that allows the recipient to support the decision and to continue a positive and professional
relationship. Choose the appropriate channel, approach, and language to help you deliver bad news
successfully.

The channel you choose to deliver a bad-news message impacts how the message is received and
accepted. Email is an channel choice for some bad-news messages.A. unwarranted
B. appropriate
C. inappropriate
Answer : appropriate

58. Delivering Constructive Criticism

Delivering constructive criticism is not always easy or pleasant; however, it is often your
professional responsibility to do so. Your efforts may benefit all parties involved-customers,
employees, and businesses alike. Understanding how to give constructive criticism will help you
avoid the associated risks.

Before delivering constructive criticism, you should consider the associated risks. Providing
constructive criticism can be problematic for you because your efforts may be .A. taken too
seriously
B. slowly undermined
C. perceived negatively
Answer : perceived negatively

59. Communicating Negative Organizational News

Customers, business partners, and employees all expect honest communication about difficult
situations. Delivering negative organizational news, including responding to crisis situations, is a
skill managers must develop in order to succeed. Employees and the public expect honest answers
from management.

Strong organizations build trust and community among their employees. Communication
can have a positive effect on an organization's culture and community.A. transparency
B. deception
C. breaches
Answer : transparency

ESSAY

60. Explain the advantages and disadvantages of delivering bad news personally and electronically.

Graders Info :
Personal delivery has been the preferred medium for delivering bad news because it signals the
importance of the news and shows empathy for the recipient. Face-to-face delivery also provides the
benefit of nonverbal communication and immediate feedback, which minimizes the misinterpretation
of these highly sensitive messages. Personal delivery, however, carries a level of discomfort and the
potential for escalation of emotion. A voice on the telephone triggers the same discomfort as a face-
to-face meeting, and the increased difficulty of interpreting the intensity of nonverbal cues over the
telephone only adds to the natural discomfort associated with delivering negative information.
You must be cautious when you deliver bad news electronically, whether by email or electronic
postings. While you might feel more comfortable avoiding the discomfort of facing the recipient, the
impersonal nature of the computer might lead to careless writing that is tactless and lacking in
empathy, and perhaps even defamatory.

61. Describe the components of the inductive outline used in writing bad-news messages.

Graders Info :

The components of the inductive outline are the following:

a. Opening: It begins with a neutral idea that leads to the refusal or bad news.
b. Body: It presents facts, analysis, and reasons for the refusal or bad news. It states the bad news
using a positive tone and de-emphasis techniques. It includes a counterproposal or "silver lining"
idea when possible or appropriate.
c. Closing: It closes with ideas that shift the focus away from the refusal or bad news and indicates
continuing relationship with the receiver.

62. Discuss the circumstances under which the inductive approach to writing a bad-news message
can be disregarded.

Graders Info :

Normally, a writer's purpose is to convey a clear message and retain the recipient's goodwill; thus,
the inductive outline is appropriate. In the rare circumstances in which a choice must be made
between clarity and goodwill, clarity is the better choice. When the deductive approach will serve a
communicator's purpose better, it should be used.
Placing a refusal in the first sentence can be justified when one or more of the following
circumstances exist:
a. The message is the second response to a repeated request.
b. A very small, insignificant matter is involved.
c. The request is obviously ridiculous, immoral, unethical, illegal, or dangerous.
d. The sender's intent is to "shake" the receiver.
e. The sender-recipient relationship is so close and longstanding that satisfactory human relations
can be taken for granted.
f. The sender wants to demonstrate authority.

63. List the guidelines that you should follow when developing the reasons section of a bad-news
message.
Graders Info :

If a message is based on a sound decision, and if it has been well written, recipients will understand
and accept the reasons and the forthcoming refusal statement as valid.
To accomplish this goal, begin with a well-written first paragraph that transitions the reader
smoothly into the reasons section. Then develop the reasons section following these guidelines:
a. Provide a smooth transition from the opening paragraph to the explanation. The buffer should
help set the stage for a logical movement into the discussion of the reasons.
b. Include a concise discussion of one or more reasons that are logical to the reader. Read the
section aloud to identify flaws in logic or the need for additional explanation.
c. Show audience benefit and/or consideration. Emphasize how your audience will benefit from the
decision.
d. Avoid using "company policy" as the reason. Disclose the reason behind the policy, which likely
will include benefits to the reader.

64. Describe the different techniques that you can use to subordinate the refusal in a bad-news
message.

Graders Info :

The following techniques can be used to subordinate the refusal in a bad-news message so that the
reasons get the deserved emphasis:
a. Position the bad-news statement strategically. Using the inductive outline positions the bad-news
statement in a less important position-sandwiched between an opening buffer statement and a
positive closing. Additionally, the refusal statement should be included in the same paragraph as the
reasons, since placing it in a paragraph by itself would give too much emphasis to the bad news.
When the preceding explanation is tactful and relevant, resentment over the bad news is minimized.
Position the bad-news statement in the dependent clause of a complex sentence to cushion the bad
news. This technique places the bad news in a less visible, less emphatic position.
b. Use passive voice, general terms, and abstract nouns.
c. Use positive language to accentuate the positive. Simply focus on the good instead of the bad, the
pleasant instead of the unpleasant, or what can be done instead of what cannot be done. Compared
with a negative idea presented in negative terms, a negative idea presented in positive terms is more
likely to be accepted.
d. Imply the refusal when the audience can understand the message without a definite statement of
the bad news. By implying the "No" answer, the response has the following positive characteristics:
(i) it uses positive language, (ii) it conveys reasons or at least a positive attitude, and (iii) it seems
more respectful.

65. Explain how a counterproposal can be used to preserve a relationship with the reader when
denying a request or when delivering bad news.

Graders Info :

Following negative news with an alternative action, referred to as a counterproposal, will assist in
preserving a relationship with the reader. Because it states what you can do, including a
counterproposal might eliminate the need to state the refusal directly. The counterproposal can
follow a refusal stated in a tactful, sensitive manner.
While the counterproposal might represent a tangible benefit, at times it is more intangible in
nature. Any counterproposal must, of course, be reasonable. A reasonable counterproposal might be
to include some additional items at no charge or to offer a discount certificate good on the
customer's next order.
When no reasonable counterproposal is apparent, the sender might be able to offer a silver lining
thought that turns the discussion back into the positive direction. When offering a counterproposal
or silver lining statement, care must be taken to ensure that the idea does not seem superficial or
minimize the recipient's situation.

66. Indicate the ways in which a bad-news message can be ended on a positive note.

Graders Info :

The closing paragraph of a bad-news message should demonstrate empathy without further
reference to the bad news. A pleasant closing paragraph should close with an empathetic tone and
achieve the following goals:
a. De-emphasize the unpleasant part of the message. End on a positive note that takes the emphasis
away from the bad news previously presented. A statement of refusal (or bad news) in the last
sentence or paragraph would place too much emphasis on it. Preferably, reasons (instead of bad
news) should remain uppermost in the audience's mind. When no reasonable counterproposal is
apparent, the sender might be able to offer a silver lining thought that turns the discussion back into
the positive direction.
b. Add a unifying quality to the message. Make your final sentence an appropriate closing that
brings a unifying quality to the whole message. Repetition of a word or reference to some positive
idea that appears early in the message serves this purpose well. Avoid restatement of the refusal or
direct reference to it.
c. Include a positive, forward-looking idea. This idea might include a reference to some pleasant
aspect of the preceding discussion or a future aspect of the business relationship, resale or sales
promotion, or an offer to help in some way.

67. Describe the format for writing a message to deny a claim.

Graders Info :

The inductive approach is helpful in communicating disappointing news to customers. Presenting the
explanation for the refusal first leads customers through the reasoning behind the decision and
helps them understand the claim is unjustified by the time the refusal is presented. Tone is
especially important when denying claims. Present the reasons objectively and positively without
casting blame or judgment on the customer for the problem. Avoid lecturing a customer on the
actions he or she should have taken to have avoided the problem. Finally, close the message with
resale or sales promotional material that indicates you expect future business. Although
disappointed with your decision, customers continue doing business with companies who make fair,
objective decisions and communicate the reasons for those decisions in a positive, respectful
manner.

68. Describe the features of an effective claim denial.

Graders Info :

An effective claim denial has the following features:a. It avoids corrective language that might insult,
belittle, or offend.
b. It uses a subject line that identifies subject without revealing the refusal.
c. It uses resale to cushion bad news and lead into an explanation.
d. It presents a clear explanation of reasons behind policy with emphasis on ways the reader
benefits.
e. It implies refusal by stating the amount credited to account.
f. It shifts emphasis away from the refusal by presenting silver lining sales promotion for the next
season's merchandise.
g. It specifies enclosure to emphasize the importance of exact items.

69. Describe the legal implications involved in denying credit.

Graders Info :

Because of the legal implications involved in denying credit, legal counsel should review your credit
denial messages to ensure that they comply with laws related to fair credit practices. The Equal
Credit Opportunity Act (ECOA) requires that a credit applicant be notified of the credit decision
within 30 calendar days following application. Applicants who are denied credit must be informed of
the reasons for the refusal. If the decision was based on information obtained from a consumer
reporting agency (as opposed to financial statements or other information provided by the
applicant), the credit denial must include the name, address, and telephone number of the agency. It
must also remind applicants that the Fair Credit Reporting Act provides them the right to know the
nature of the information in their credit file. In addition, credit denials must include a standard
statement that the ECOA prohibits creditors from discriminating against credit applicants on the
basis of a number of protected characteristics, such as race, color, religion, national origin, sex,
marital status, and age.
To avoid litigation, some companies choose to omit the explanation from the credit denial letter and
invite the applicant to call or come in to discuss the reasons. Alternately, they might suggest that the
audience obtain further information from the credit reporting agency whose name, address, and
telephone number are provided.

70. Describe how constructive criticism must be delivered.

Graders Info :

Although not always easy or pleasant, communicating about negatives can be thought of as a social
responsibility. For example, a person who returns from a long stay at a major hotel might, upon
returning home, write a letter or email message to the management commending certain employees.
If the stay was not pleasant and weaknesses in hotel operation were detected, a tactful message
pointing out the negatives would probably be appreciated. Future guests could benefit from the
effort of that one person.
Before communicating about the problem, an individual should recognize the following risks: being
stereotyped as a complainer, being associated with negative thoughts and perceived in negative
terms, and appearing to challenge management's decisions concerning hotel operations. Yet such
risks might be worth taking because of the benefits:
a. The communicator gets a feeling of having exercised a responsibility.
b. Management learns of changes that need to be made.
c. The hotel staff about whom the message is written modifies techniques and is thus more
successful.
d. Other guests will have more enjoyable stays in the hotel.
In the decision to communicate about negatives, the primary consideration is intent. If the intent is
to hurt or to get even, the message should not be sent. To avoid litigation charges and to respond
ethically, include only specific facts you can verify, and avoid evaluative words that present opinions
about a person's character or ability.

71. Summarize the guidelines for breaking bad news to employees and the public.

Graders Info :

The following suggestions provide guidance in breaking bad news to employees and the public:
a. Convey the bad news as soon as possible. Timeliness will minimize damage caused by rumors and
will give employees the concern and respect they deserve.
b. Give a complete, rational explanation of the problem. Be candid about what is happening, why,
and its effect on employees, customers, and the public. Provide enough detail to establish your
credibility and provide context so your audience can understand the situation. Stressing positive
aspects will provide needed balance and avoid sugarcoating or minimizing the severity of the news
to the point that the message is misunderstood.
c. Show empathy. There is really no good way to break bad news, such as the announcement of
layoffs or closures, to employees. The economic downturn and job insecurity has resulted in
increased stress for many employees, which raises the potential for workplace aggression. However,
methods that reflect respect and proper timing reduce the likelihood of an emotional boil over.
d. Respond to the feelings. Allow people adequate time to react to the bad news. Listen attentively
for understanding and then address the concerns, issues, and potential problems presented.
e. Follow-up. Let people know what will happen next-what is expected of employees or customers,
and what the company will do and when. Plan to repeat your explanations and assurances that you
are available to respond to concerns in several communications that extend over a given time.

72. SCENARIO-BASED QUESTIONS

Conference Hotel Changes

You manage a large hotel that is used by organizations and businesses for meetings and
conferences. A recent storm has damaged part of your hotel, which means that you have fewer
rooms available for meetings. You now have nearly 20 percent fewer guest rooms for conference
participants and four less meeting rooms for smaller sessions. You estimate that room repairs will
take nearly a month, but the Association of Intercultural Studies is scheduled to arrive for a three-
day conference in two weeks and has booked all the rooms. Now there are not enough rooms for the
conference.

Required: As manager of the hotel, write a letter to the meeting manager for the association. Tell the
manager the bad news regarding the damage to the rooms and provide an alternative of using rooms
at a nearby hotel.
Graders Info :

Write the letter inductively, beginning with a buffer that leads to the reasons for the bad news.Use a
buffer paragraph to introduce the idea that you are looking forward to the arrival of conference
attendees in two weeks. Remind the meeting manager that your hotel has an excellent reputation for
quality service and an experienced staff to handle large conferences.
Present the facts about the recent storm and how it affected the local area.
Present the bad news of the damage to the hotel, but emphasize the large number of rooms still
available for the meeting. Reassure the meeting manager that your staff is prepared to handle
changes and that you have already made alternative arrangements.
Explain that a nearby hotel will accommodate the overflow of guests and meetings. Your hotel will
provide a free shuttle and reduced room rates for all attendees.
Close with a positive idea that the conference will be a success and that attendees will enjoy their
stay at your reputable hotel.

A proposed solution follows:

Dear Ms. Chastain:

It has been over a year since you contracted our hotel for the annual conference of the Association of
Intercultural Studies. In two weeks, your conference participants will arrive and will have the
opportunity to enjoy our wonderful cuisine, pool and spa, and luxurious accommodations. You have
made a great choice in hotels. As you know, we are one of the most highly rated hotels in the city for
providing conference facilities.

We are particularly known for working closely with meeting and event planners to ensure that
everything runs smoothly for conferences. Our staff is highly skilled, creative, and can quickly adapt
to the frequent changes that come with managing conferences. You now have the best hotel staff in
the city ready to make your three-day conference one of the best ever.

You may have heard about the storm that hit our city this week. We, like many other businesses,
suffered some damage to rooms. Thanks to our neighboring Hilton Hotel, we can make alternative
arrangements. 20 percent of the participants will be provided rooms in the equally luxurious Hilton
Hotel. Our discount rate will apply to these rooms. We have had to relocate four of the meeting room
conferences to the Hilton Hotel. The shuttle service will be available regularly to transport your
participants between the Hilton and our hotel and will run continually during these sessions.

We assure you that we are equipped and ready to provide all the services you may need. Call if you
have any questions about these changes. We eagerly await the arrival of the guests from the
Association of Intercultural Studies. I think they will love our hotel and enjoy the extra amenities of
the Hilton which will be available to everyone.

Sincerely,

73. SCENARIO-BASED QUESTIONS

Improving On Constructive Criticism

A new medical assistant, Janelle, was hired at an outpatient medical center. Her supervisor found an
error she made on a patient's record and sent Janelle the following email.
Edit the email to make it a good example of constructive criticism.

"I just want you to know how angry I am to find an error on Mr. Smith's record yesterday. How can
you be so careless about such an important thing? There is absolutely no room for carelessness in
this job because people's lives depend on us! I have fixed the error, but if this ever happens again,
you may lose your job."

Graders Info :

The following are the guidelines for providing constructive criticism:a. Start the message with a
buffer that factually explains the importance of accuracy in medical records.
b. Provide an example of how a seemingly minor detail can have major ramifications for patients.
c. Point out the error made by Janelle, and explain how it should have been recorded.
d. Offer to help answer questions or to double-check her work while she is in training.
e. Provide suggestions that will help her avoid future errors with patient records.
f. Encourage her to excel.

A proposed solution follows:

TO: Janelle
SUBJECT: Patient Record Accuracy

Accuracy in patient records is a top priority for all of us at Medcap Center. Among the myriad of
details that we must enter daily on patient records, errors can sometimes occur. When discovered,
we try to correct them as quickly as possible to avoid serious problems in the treatment of our
patients.

I am sure that you realize the serious nature of incorrectly recording information on patient charts.
The consequence of one error can have far-reaching ramifications, including life-threatening patient
issues and medical malpractice. With this in mind, it is critically important that you check and
double-check all the information that you enter in patient records.

The recent error you made on Mr. Smith's record was thankfully not life-threatening, but this serves
as an important reminder that all information must be checked before entering. This is an essential
part of your job, and there is no room for error. Some of our more experienced medical assistants
would be glad to provide tips for double-checking patient information prior to recording. I have
scheduled a brief training session tomorrow at 8 a.m. with Jeremy Combs who will review this
matter with you.

74. SCENARIO-BASED QUESTIONS

Company Downsizing
You are the president of Technik Inc. Global competition and reduced market share have sent profits
on a downward spiral, which will result in employee layoffs. Nearly 10 percent of the employees will
be laid off, effective in one week. They will receive two weeks' severance pay, accrued sick leave
pay, and career consulting from the human resources department. Write an interoffice memorandum
announcing this negative organization news.
Graders Info :

Write the interoffice memorandum inductively, beginning with a short, neutral paragraph.Note how
important good employees are to any business. Thank the employees for their hard work and
interest in the company's success. Comment on their positive contributions and remind them of the
talent and skill they bring to the workplace.
Describe the recent problems of global competition in the industry and how it has negatively
impacted Technik Inc. State the facts and reasons for the problem.
Present the bad news by de-emphasizing it in a dependent clause of a complex sentence. Show
empathy to the employees' feelings.
Provide information on the severance benefits and career counseling. Offer to write a letter of
reference that can be used for a job search.
End with a positive idea that affirms an employee's capability to be hired by other companies.

A proposed solution follows:

TO: All Technik employees

SUBJECT: Changes at Technik

During our ten years in business, we have experienced many years of successful sales, thanks to our
hard-working employees. Many of you have been with us this entire time and have contributed your
skills and extensive knowledge to making this company a success. Many of our newcomers have
brought innovative ideas, cutting-edge knowledge, and admirable team efforts to our company. All of
you have worked hard together, often sacrificing by working long hours to complete deadlines.

We have produced great products that we can be proud of. This would not have happened without
such a great group of employees. You are well aware that in the past year increased global
competition has drastically reduced our market share. We have kept you posted each quarter and
made our best efforts to communicate honestly and openly with you. In light of these quarterly
postings, a few employees understandably have sought jobs elsewhere. Most of you have
demonstrated an ongoing commitment and optimism that profits would increase each quarter. We
have tried to cut costs as much as possible to avoid laying off Technik employees. Unfortunately,
these cutbacks in expenses are no longer enough. We are now faced with the reality of downsizing in
order to survive as a company. As president, it is not an easy choice to decide who stays and who
goes. In fact, it is one of the toughest decisions that I have had to make during my 10 years in this
position. I value all of you and the impressive contributions you have made to this company.

The details of this downsizing will be given to those who are laid off, but the bottom line is that
Technik must reduce the number of employees by 10 percent, effective next week. Today, the
affected employees will receive notices of layoff. In an effort to provide some financial cushion, they
will also receive a severance package that includes two weeks' severance pay plus any accrued sick
leave pay. Career consulting will be available from the human resources department, and
supervisors will write letters of recommendations for those who need them.

We hope we have turned the corner toward financial stability. Again, thank you for your dedication
to your work and this company.