©BRIGHTSTARS EXAM SOLUTIONS
11/16/2024 10:16 AM
MANG 2790- Final Exam Questions With
Correct Answers
What are the five main goals of delivering negative news? - answer✔1) To convey the bad news
(deliver)
2) To gain acceptance of the bad news
3) to maintain as much of your audience's goodwill as possible
4) to maintain a good image for your organization
5) to reduce or eliminate the need for future correspondence on the matter, if appropriate
What are assumptions you have about your audience when delivering negative news? -
answer✔How would the audience feel and react to this news?
How it is important to the audience?
How to make sure you don't hurt the audience feeling
Send All the details to make sure the audience know what going on to show that you respect
them?
What approach might help the audience accept high-impact negative news? - answer✔Indirect
approach might help the audience accept high impact negative news because it is helps the
readers to prepare for hearing the bad news by presenting the reasons first. The purpose of this
approach is to ease the blow and help readers accept the situation. When it is done well, it is
good example of audience orientated communication crafted with attention to ethics and
etiquette. Showing consideration for the feeling of others is never dishonest
1|Page
, ©BRIGHTSTARS EXAM SOLUTIONS
11/16/2024 10:16 AM
YOU gotta show the audience that you respect them
What considerations do you have when deciding on the correct approach? - answer✔1) Do you
need to get the reader's attention immediately? If the situation us emergency, or if someone
has ignored repeated messages, the direct approach can help you get attention quickly
2) Does the recipient prefer a direct style of communications? Some recipients prefer to direct
approach no matter what, so if you know this, go with direct
3)How important is this news to the reader? For minor or routine scenarios, the direct
approach is nearly always best. However, if the reader has an emotional investment in the
situation or the consequences to reader are considerable, the indirect approach is often better,
particularly if the bad news is unexpected
4) will the bad news come as a shock? The direct approach is fine for many business situation in
which people understand the possibility of receiving bad news. However, if the bad news might
come as a shock to readers, use the indirect approach to help them prepare for it
Briefly discuss an issue that you would consider differently when delivering negative news to an
internal audience, as compared to delivering it to an external audience. - answer✔The
messages described in previous section deal with internal matters or individual interactions
with external parties. From time to time, managers must also share negative information with
public at large, and sometimes respond to negative information as well
Most of these scenarios have unique challenges that must be addressed on a case by case basis,
but the general advice offered here applies to all of them
negative organizational messages to external audiences can require extensive planning
using the direct approach for negative news, - answer✔A negative message using the direct
approach opens with the bad news, proceeds to the reasons for the situation or the decision,
and ends with a positive statement aimed at maintaining a good relationship with the audience.
2|Page
, ©BRIGHTSTARS EXAM SOLUTIONS
11/16/2024 10:16 AM
Steps for direct approach
1) Opening with a clear statement of the bad news
2) providing reasons and additional information
3) Closing on a respectful note
1) Opening With a Clear Statement of the Bad News (Direct Approach) - answer✔No matter
what the news is, come right out and say it, but maintain a calm, professional tone that keeps
the focus on the news and not on individual failures or other personal factors. Also, if
necessary, explain or remind the reader why you're writing.
2) providing reasons and additional information (Direct Approach) - answer✔-the extent of your
explantation depends on the nature of the news and your relationship with the reader
For ex: if you want to preserve a long-standing relationship with an important customer, a
detailed explanation could well be worth the extra effort such a message would require.
-in some situations that explain negative news is not appropriate or helpful. In order to
maintain your relationship with the reader, you should explain why you cant provide
information
-Apology or not? depend! some people think that is expression of sympathy or some people
think it admit the fault and take responsible
- Some experts have advised that a company should never apologize, even when it knows it has
made a mistake, because the apology might be taken as a confession of guilt that could be used
against the company in a lawsuit.
-HOWEVER, effective apology can help repair and improve a company reputation
3|Page
, ©BRIGHTSTARS EXAM SOLUTIONS
11/16/2024 10:16 AM
Steps for Apology:
1) the apology should be deliver by someone whose position in the organization corresponds
with the gravity of the situation
2)The apology needs to be REAL
3) Apology need to be delivered quickly, particularly, in social media age
4) media and channel choices are crucial- The right choice can range from a private
conversation to a written message posted or distributed online to a public press conference,
depending on the situation.
3) Closing on respectful note (Direct Approach) - answer✔After you've explained the negative
news, close the message in a manner that respects the impact the news is likely to have on the
recipient.
If appropriate, consider offering your readers an alternative solution if you can and if doing so
is a good use of your time. Look for opportunities to include positive statements, but avoid
creating false hopes or writing in a way that seems to suggest to the recipient that something
negative didn't happen. Ending on a false positive can leave readers feeling "disrespected,
disregarded, or deceive
In situations where you're responding after a mistake was made, an important aspect of a
respectful close is describing the actions being taken to avoid similar mistakes in the future.
Offering such explanations can underline the sincerity of an apology because doing so signals
that the person or organization is serious about not repeating the error.
Using indirect approach with negative news - answer✔The indirect approach helps prepare
readers for the bad news by presenting the reasons for it first.
, the purpose of this approach is to ease the blow and help readers accept the situation.
Steps:
1) Open with a buffer
2) Providing reasons and additional information
3)Continuing with a clear statement of the bad news
4|Page
11/16/2024 10:16 AM
MANG 2790- Final Exam Questions With
Correct Answers
What are the five main goals of delivering negative news? - answer✔1) To convey the bad news
(deliver)
2) To gain acceptance of the bad news
3) to maintain as much of your audience's goodwill as possible
4) to maintain a good image for your organization
5) to reduce or eliminate the need for future correspondence on the matter, if appropriate
What are assumptions you have about your audience when delivering negative news? -
answer✔How would the audience feel and react to this news?
How it is important to the audience?
How to make sure you don't hurt the audience feeling
Send All the details to make sure the audience know what going on to show that you respect
them?
What approach might help the audience accept high-impact negative news? - answer✔Indirect
approach might help the audience accept high impact negative news because it is helps the
readers to prepare for hearing the bad news by presenting the reasons first. The purpose of this
approach is to ease the blow and help readers accept the situation. When it is done well, it is
good example of audience orientated communication crafted with attention to ethics and
etiquette. Showing consideration for the feeling of others is never dishonest
1|Page
, ©BRIGHTSTARS EXAM SOLUTIONS
11/16/2024 10:16 AM
YOU gotta show the audience that you respect them
What considerations do you have when deciding on the correct approach? - answer✔1) Do you
need to get the reader's attention immediately? If the situation us emergency, or if someone
has ignored repeated messages, the direct approach can help you get attention quickly
2) Does the recipient prefer a direct style of communications? Some recipients prefer to direct
approach no matter what, so if you know this, go with direct
3)How important is this news to the reader? For minor or routine scenarios, the direct
approach is nearly always best. However, if the reader has an emotional investment in the
situation or the consequences to reader are considerable, the indirect approach is often better,
particularly if the bad news is unexpected
4) will the bad news come as a shock? The direct approach is fine for many business situation in
which people understand the possibility of receiving bad news. However, if the bad news might
come as a shock to readers, use the indirect approach to help them prepare for it
Briefly discuss an issue that you would consider differently when delivering negative news to an
internal audience, as compared to delivering it to an external audience. - answer✔The
messages described in previous section deal with internal matters or individual interactions
with external parties. From time to time, managers must also share negative information with
public at large, and sometimes respond to negative information as well
Most of these scenarios have unique challenges that must be addressed on a case by case basis,
but the general advice offered here applies to all of them
negative organizational messages to external audiences can require extensive planning
using the direct approach for negative news, - answer✔A negative message using the direct
approach opens with the bad news, proceeds to the reasons for the situation or the decision,
and ends with a positive statement aimed at maintaining a good relationship with the audience.
2|Page
, ©BRIGHTSTARS EXAM SOLUTIONS
11/16/2024 10:16 AM
Steps for direct approach
1) Opening with a clear statement of the bad news
2) providing reasons and additional information
3) Closing on a respectful note
1) Opening With a Clear Statement of the Bad News (Direct Approach) - answer✔No matter
what the news is, come right out and say it, but maintain a calm, professional tone that keeps
the focus on the news and not on individual failures or other personal factors. Also, if
necessary, explain or remind the reader why you're writing.
2) providing reasons and additional information (Direct Approach) - answer✔-the extent of your
explantation depends on the nature of the news and your relationship with the reader
For ex: if you want to preserve a long-standing relationship with an important customer, a
detailed explanation could well be worth the extra effort such a message would require.
-in some situations that explain negative news is not appropriate or helpful. In order to
maintain your relationship with the reader, you should explain why you cant provide
information
-Apology or not? depend! some people think that is expression of sympathy or some people
think it admit the fault and take responsible
- Some experts have advised that a company should never apologize, even when it knows it has
made a mistake, because the apology might be taken as a confession of guilt that could be used
against the company in a lawsuit.
-HOWEVER, effective apology can help repair and improve a company reputation
3|Page
, ©BRIGHTSTARS EXAM SOLUTIONS
11/16/2024 10:16 AM
Steps for Apology:
1) the apology should be deliver by someone whose position in the organization corresponds
with the gravity of the situation
2)The apology needs to be REAL
3) Apology need to be delivered quickly, particularly, in social media age
4) media and channel choices are crucial- The right choice can range from a private
conversation to a written message posted or distributed online to a public press conference,
depending on the situation.
3) Closing on respectful note (Direct Approach) - answer✔After you've explained the negative
news, close the message in a manner that respects the impact the news is likely to have on the
recipient.
If appropriate, consider offering your readers an alternative solution if you can and if doing so
is a good use of your time. Look for opportunities to include positive statements, but avoid
creating false hopes or writing in a way that seems to suggest to the recipient that something
negative didn't happen. Ending on a false positive can leave readers feeling "disrespected,
disregarded, or deceive
In situations where you're responding after a mistake was made, an important aspect of a
respectful close is describing the actions being taken to avoid similar mistakes in the future.
Offering such explanations can underline the sincerity of an apology because doing so signals
that the person or organization is serious about not repeating the error.
Using indirect approach with negative news - answer✔The indirect approach helps prepare
readers for the bad news by presenting the reasons for it first.
, the purpose of this approach is to ease the blow and help readers accept the situation.
Steps:
1) Open with a buffer
2) Providing reasons and additional information
3)Continuing with a clear statement of the bad news
4|Page
