Business Communication
Developing Leaders for a Networked
World,2024(5e) By Peter Cardon
(Test Bank All Chapters, 100%
Original Verified, A+ Grade)
Answers at the end of each chapter.
Part 1: Chapter 12-17 + Quiz's
Part 2: Chapter 1-11
, Part 1: Chapter 12-17 + Quiz's
Chapter 12
Student name:__________
1) According to communication specialist Dave Zielinski, communicators should approach
people with caution and stick to the bare minimum of information when delivering bad news.
Too much openness can confuse the issue.
⊚ true
⊚ false
2) According to consulting firm Siegel+Gale, delivering bad news the right way can strengthen
customer relationships and lay the foundations for increased trust when conditions improve.
⊚ true
⊚ false
3) The role of empathy basically vanished from use as a result of the pandemic.
⊚ true
⊚ false
4) Delivering bad news without knowing the details tends to cause unnecessary anxiety among
receivers.
⊚ true
⊚ false
5) Generally, bad news is best delivered in writing.
⊚ true
⊚ false
6) One advantage of giving bad news in a written communication is that you can ensure you get
all the facts right and control the message.
⊚ true
⊚ false
Version 1 1
,Chapter 12
7) Controllability relates to the probability of a bad event occurring.
⊚ true
⊚ false
8) Kylie has been informed by the human resource manager that she will lose her job if she
continues to come in late. This bad news has a high degree of controllability.
⊚ true
⊚ false
9) It is often best to relay bad news in person, but a less-rich channel of communication is more
likely to be appropriate for bad-news messages that are relatively controllable, unlikely, or
less severe.
⊚ true
⊚ false
10) The best way to deliver a message that is high in severity is via text.
⊚ true
⊚ false
11) In her message, Lorraine first explains that the surge in competitors making similar products
has caused demand for the company's products to go down, and then she states that work
hours will be reduced. This is an example of a more direct message.
⊚ true
⊚ false
12) When bad-news message recipients know you are concerned about them, they generally
respond without antagonism and even appreciate your honesty.
⊚ true
⊚ false
Version 1 2
, Chapter 12
13) Ted uses simple and direct language in an announcement stating that his company is
discontinuing a popular product because the cost of production has soared. His choice of
language will help customers believe he has been honest with them.
⊚ true
⊚ false
14) The person delivering bad news should not discuss the immediate impacts of that news on
recipients.
⊚ true
⊚ false
15) The tone of your delivery often outweighs the content of your message when providing face-
to-face feedback.
⊚ true
⊚ false
16) One characteristic of high-performing organizations is that employees will share both good
and bad news with each other.
⊚ true
⊚ false
17) The mum effect occurs when bad news is filtered out of messages as they are passed up the
chain of command.
⊚ true
⊚ false
18) Turning down a request by saying, “I like your idea, however …” is an example of token
appreciation.
⊚ true
⊚ false
Version 1 3
Developing Leaders for a Networked
World,2024(5e) By Peter Cardon
(Test Bank All Chapters, 100%
Original Verified, A+ Grade)
Answers at the end of each chapter.
Part 1: Chapter 12-17 + Quiz's
Part 2: Chapter 1-11
, Part 1: Chapter 12-17 + Quiz's
Chapter 12
Student name:__________
1) According to communication specialist Dave Zielinski, communicators should approach
people with caution and stick to the bare minimum of information when delivering bad news.
Too much openness can confuse the issue.
⊚ true
⊚ false
2) According to consulting firm Siegel+Gale, delivering bad news the right way can strengthen
customer relationships and lay the foundations for increased trust when conditions improve.
⊚ true
⊚ false
3) The role of empathy basically vanished from use as a result of the pandemic.
⊚ true
⊚ false
4) Delivering bad news without knowing the details tends to cause unnecessary anxiety among
receivers.
⊚ true
⊚ false
5) Generally, bad news is best delivered in writing.
⊚ true
⊚ false
6) One advantage of giving bad news in a written communication is that you can ensure you get
all the facts right and control the message.
⊚ true
⊚ false
Version 1 1
,Chapter 12
7) Controllability relates to the probability of a bad event occurring.
⊚ true
⊚ false
8) Kylie has been informed by the human resource manager that she will lose her job if she
continues to come in late. This bad news has a high degree of controllability.
⊚ true
⊚ false
9) It is often best to relay bad news in person, but a less-rich channel of communication is more
likely to be appropriate for bad-news messages that are relatively controllable, unlikely, or
less severe.
⊚ true
⊚ false
10) The best way to deliver a message that is high in severity is via text.
⊚ true
⊚ false
11) In her message, Lorraine first explains that the surge in competitors making similar products
has caused demand for the company's products to go down, and then she states that work
hours will be reduced. This is an example of a more direct message.
⊚ true
⊚ false
12) When bad-news message recipients know you are concerned about them, they generally
respond without antagonism and even appreciate your honesty.
⊚ true
⊚ false
Version 1 2
, Chapter 12
13) Ted uses simple and direct language in an announcement stating that his company is
discontinuing a popular product because the cost of production has soared. His choice of
language will help customers believe he has been honest with them.
⊚ true
⊚ false
14) The person delivering bad news should not discuss the immediate impacts of that news on
recipients.
⊚ true
⊚ false
15) The tone of your delivery often outweighs the content of your message when providing face-
to-face feedback.
⊚ true
⊚ false
16) One characteristic of high-performing organizations is that employees will share both good
and bad news with each other.
⊚ true
⊚ false
17) The mum effect occurs when bad news is filtered out of messages as they are passed up the
chain of command.
⊚ true
⊚ false
18) Turning down a request by saying, “I like your idea, however …” is an example of token
appreciation.
⊚ true
⊚ false
Version 1 3
