Q&A Hero

Q: Unhappy customers use social media to voice complaints to a larger audience than just the organization.

Q: To prevent a public relations problem, which of the following might be the best way to respond to a critic who posts negative information about the company? A. Assess the message for flaws. B. Threaten legal action unless the post is removed. C. Contact the writer privately to attempt to resolve the situation. D. Monitor feedback about the complaint before making a decision.

Q: Which population group is most likely to spread incorrect information? A. Public affairs B. Trolls C. The misguided D. Unhappy customers E. Ragers

Q: When responding to those who post incorrect information, which of the following groups are being responded to? A. Public affairs B. Trolls C. The misguided D. Unhappy customers E. Ragers

Q: When you encounter negative messages, what would the appropriate reaction be? A. Engage early B. Engage often C. Monitor the conversation D. Evaluate the negative message E. Respond appropriately

Q: When attempting to rectify a situation and reach a reasonable solution, which of the following groups should be responded to? A. Public affairs B. Trolls C. The misguided D. Unhappy customers E. Ragers

Q: What should be done before responding to comments made on social media sites? A. Use an automated reputation analysis to better gauge consumer reaction. B. Respond based on a predetermined public relations plan. C. Evaluate the source, the tone and the content, and then choose a response that fits. D. Use anonymous responses to counteract the negative information, and then post a company response that supports the anonymous response. E. Contact the writer privately to determine the real source of discontent, and then post an appropriate response.

Q: After assessing a negative message, a quick response should be made based on what? A. Automated reputation analysis feedback B. A public relations plan C. Stakeholder feedback D. Advice from experts such as the legal department E. Comments from the online community

Q: Which of the following would allow a company to monitor what stakeholders are saying about the company on social media sites? A. Facebook "likes" B. Automated reputation analysis C. Twitter feeds D. Blog threads E. Stock prices

Q: Those who have had negative experience with an organization are known as what? A. Public affairs B. Trolls C. The misguided D. Unhappy customers E. Ragers

Q: The best way to increase credibility and survive online attacks is to do what? A. Monitor conversations B. Evaluate all negative messages C. Respond appropriately D. Take legal action E. Engage stakeholder before negative information appears

Q: One way to minimize negative comments on social media is to do what? A. Allow users to post comments on the company's Facebook page B. Engage with stakeholders as a long-term strategy C. Respond promptly to all negative comments, whenever possible D. Allow users to start online discussions on company sponsors sites E. Ignore negative comments and only engage with stakeholder comments that are positive

Q: Because rumors and criticism can spread around the world in a matter of minutes, how should companies handle comments on social media sites? A. Companies should respond on a case by case basis. B. Companies should respond only to positive comments. C. Companies should respond only to negative comments. D. Companies should consult the legal department and other experts before responding to comments. E. Companies should respond using the direct format for messages.

Q: Conveying negative organizational news should always be done in an indirect format.

Q: Which of the following can become a benefit of the social media environment for the organization? A. Online rumors B. False information C. Attacks on the company's reputation D. Customers who feel they have been treated unfairly E. Suggestions for product improvement

Q: How can negative situations in an organization affect leadership skills? A. Leaders can provide staff the opportunity to practice communication skills. B. Leaders can use negative situations as opportunities to minimize organizational impact. C. Leaders can use negative situations to renegotiate with suppliers and vendors. D. Leaders can use negative situations to reshape or reinvigorate the organization. E. Leaders can use negative situations to identify encouraging and level headed employees for future leadership positions.

Q: Discuss best practices when making negative announcements about organizational news.

Q: When developing a bad news message regarding organizational news, what should be done to minimize long-term financial implications? A. Be open and transparent. B. Seek expert advice. C. Use multiple channels to reach affected audiences. D. Look for positive angles. E. Match your approach to the situation.

Q: Negative situations provide an opportunity to excel as a communicator.

Q: By giving affected groups as much time as possible to prepare and respond, what type of strategy is being used to minimize the negative announcement? A. Matching the approach to the situation B. Considering the unique needs of each group C. Minimizing the element of surprise D. Allowing enough time to plan and manage the response E. Being open and transparent

Q: Conveying negative organizational news should only be done on social media sites that allow for little audience feedback.

Q: When announcing negative organizational news, how should the writer determine the correct format of the message? A. The organization should develop boilerplate messages for a variety of scenarios and then choose the most appropriate. B. The organization should determine which format best matches the specific situation. C. The organization should use a plan that is fair and consistent. D. The organization should present the information in the most positive way possible. E. The organization should determine what information can be safely kept from public consumption.

Q: Discuss steps to follow when developing a termination message.

Q: When preparing for a performance review, it is important to make sure the job description is accurate and up to date.

Q: Which of the following is not a function of the performance review process? A. Clarifying job requirements B. Documenting evidence of performance C. Announcing salary increases for the coming year D. Establishing a plan of action to ensure continued performance E. Communicating organizational values

Q: When preparing a written termination notice, the written document should be presented in person if possible.

Q: Which of the following would be the best option when rejecting an applicant? A. Use an opening buffer that emphasizes which skills the organization could use. B. Personalize the message by using the applicant's name. C. Convey the news using blunt and personalized language. D. Explain exactly why the applicant was rejected. E. Explain exactly why another candidate was chosen over the applicant.

Q: One-on-one conversations are viewed as more sensitive than written forms of communication.

Q: Which of the following is the best format when rejecting a job applicant? A. Provide detailed explanations for the company's decision. B. Soften the sting of rejection by offering to reconsider the application at some point in the future. C. Avoid sharing any explanations for the company's decision. D. Provide detailed explanation about the qualifications of the person who was hired. E. Use an indirect format that implies future consideration.

Q: To ensure the performance review is objective and well planned, which of the following steps should be taken? A. Document performance issues as they happen. B. Evaluate each employee based on their needs, skills and abilities. C. Use a personal and sincere tone. D. Focus on areas of weakness that need improvement. E. Use the job description that best matches the performance level.

Q: Which of the following is more likely to lead to a discrimination lawsuit? A. Direct format letters B. Refusing to write letters of recommendation C. Indirect format letters D. Rejecting job applicants E. Refusing to provide social networking recommendations

Q: What is the most effective way to avoid negative surprises during a performance evaluation? A. Make sure an employee understands job requirements. B. Tie salary increases to performance reviews. C. Tie promotions to performance reviews. D. Tie performance to organizational values. E. Provide consistent and regular feedback on performance.

Q: When refusing an applicant's direct request for a recommendation, which of the following is the best format? A. The message should be detailed and indirect. B. The message should imply the refusal, suggest an alternative and use a polite close. C. The message should directly state the refusal, suggest an alternative and use a close that encourages questions if necessary. D. The message should be brief and direct. E. The message should be brief and indirectly imply the refusal.

Q: When refusing to send information about employees, which of the following is the best way to handle the message? A. The message should be direct. B. The message should be detailed, but direct. C. The message should be brief and direct. D. The message should be detailed and objective. E. The message should be detailed and indirect.

Q: Which of the following negative employment messages can sometimes be handled by simply ignoring the issue? A. Request for recommendations B. Refusing social networking recommendation requests C. Rejecting job applicants D. Giving negative performance reviews E. Terminating employment

Q: Written statements that are false and damage someone's reputation are considered defamation.

Q: Why is the indirect format usually a better choice when sending negative employment messages? A. Recipients tend to have an emotional stake in the message. B. There is less control over the message in other formats. C. Indirect formatted messages regarding employment are more sensitive than face to face conversations. D. Indirect formatted messages regarding employment are quicker to write. E. A direct format can be taken as a personal slight and a threat to the applicants future.

Q: To avoid accusations of defamation, which of the following would be most appropriate? A. Use words that sound confident and convincing. B. Use vague information that is open to interpretation. C. Only use abusing language verbally, never in writing. D. Emphasize a desire for a good relationship in the future. E. Consult the company's legal advisers before sending out any message that conveys bad news.

Q: Discuss how to best address the needs of the customer when denying a claim or request for an adjustment.

Q: To successfully sue for defamation, what must be proven? A. The language used was purposely abusive. B. The language injures the person's reputation. C. The information was accurate and fact based. D. Anger or malice was the inspiration for the message. E. The message was approved by the company's legal advisors.

Q: Customers who make requests for claims or adjustments tend to be more emotionally involved in the outcome of the request.

Q: To avoid defamation charges, which of the following would be the best practice? A. Resist the temptation to call someone dishonest or incompetent B. Only make charges of dishonesty in writing C. Only make charges of dishonesty verbally, eliminating the record of the charges D. Use language that creates the biggest impact on the person's reputation E. Make the charges anonymously on social media

Q: Being verbally abused by a customer is an example of defamation.

Q: When refusing a claim or request for adjustment, what should be the goal of the indirect format message? A. Explaining to the audience how to prevent similar issues in the future B. To avoid accepting responsibility while not blaming the customer C. To start a dialog with the customer on potential solutions D. To demonstrate why you cannot comply E. To minimize the potential for legal action by the reader

Q: What is the purpose of offering free merchandise or other considerations when a firm has bad news regarding transaction? A. To salvage as much of the original order as possible B. To encourage a new order to replace the current transaction C. To rebuild the customer's confidence in your company D. To encourage the placement of an even larger order E. To bundle the shipment with the previous transaction for an even greater cost savings

Q: When developing bad news messages about transactions, what do many firms include in an attempt to repair the relationship? A. An element of apology B. An explanation of what the customer should now expect C. An explanation of what is being done to resolve the situations D. An offer of a discount on future orders E. An explanation of what type of performance can be expected in the future

Q: List and discuss the five goals to keep in mind when delivering bad news.

Q: When the customer has no established expectation, which of the following should be the focus of the bad news message? A. Resetting the expectations that are assumed by the writer B. Explaining how you plan to resolve the problem C. An apology D. An explanation of what went wrong E. Information on the situation

Q: Discuss how to determine if a direct or indirect format should be used when conveying bad or negative news.

Q: Which of the following is a goal when handling bad news about transactions? A. Stating your reasons as carefully as possible B. Stating your reasons as positively as possible C. Stating the bad news as clearly as possible D. Explaining how you plan to resolve the situation as clearly as possible E. Avoiding details about the situation as much as possible

Q: When writing a bad news message, wording should convey the sense of bad news by emphasizing negative phrasing.

Q: When you need to refuse a routine request that you accepted in the past, what should be the focus of the message? A. Maintaining the working relationship B. Softening the bad news by indicating the issue is still under consideration C. Limiting alternatives so as not to mislead the audience D. Implying that other assistance might be available, even if it isn't E. Implying that other information might be available, even if it isn't

Q: Delaying the delivery of the bad news can be illegal.

Q: When making an internal announcement that is unexpected and of a negative nature, which of the following would not be an appropriate step in presenting the information to the audience? A. Open with a buffer that established mutual ground. B. Advance the reasoning for the decision. C. Announce the change or the bad news. D. Close with as much positive information as appropriate under the circumstances. E. Post a blog thread and allow employees to discuss the changes using social media.

Q: When writing a negative message, wording should be as positive as possible.

Q: All content in the negative message should be what? A. Factual, impersonal and objective B. Factual, positive and clear C. Clear, complete and concise D. Objective, complete and concise E. Personal, complete and concise

Q: Writing negative news with sensitivity and clarity helps the reader do what? A. Understand the message B. Accept the message C. Increase their desire to improve D. Take the message personally E. Respond to the message appropriately

Q: When delivering negative news using the direct approach, what does the message open with? A. Neutral buffer B. Bad news C. Reasons for the decision D. Plan of action E. Positive statement aimed at maintaining a good relationship

Q: When using the indirect approach to convey negative news, what should be in the middle, or body of the message? A. Neutral buffer B. Bad news C. Information that may help the audience D. Reasons for the bad news, then the news E. Positive statement aimed at maintaining a good relationship

Q: When delivering bad news to employees, which of the following would be the most appropriate channel of delivery? A. Social networking site B. Email C. In person D. Via telephone E. Formal written documents

Q: When using the indirect approach to deliver negative news, what does the message open with? A. Neutral buffer B. Bad news C. Reasons for the decision D. Plan of action E. Positive statement aimed at maintaining a good relationship

Q: When delivering negative news using the direct approach, how should the message end? A. With a positive statement aimed at maintaining a good relationship with the audience B. With a reminder of the bad news C. With advice on how to prevent negative issues from arising in the future D. With a neutral close E. With a plan of action

Q: After developing a clear purpose, what is the next step in preparing to write the negative message? A. Being upfront and honest with those you need to send the message to B. Sharing the unwelcome news C. Writing a message that is sensitive and honest D. Gathering information the audience needs to understand and accept the message E. Choosing the channel and the medium

Q: When delivering negative news using the direct approach, which of the following would comprise the body of the message? A. Neutral buffer B. Bad news C. Information that may help the audience D. Reasons for the bad news, then the news E. Positive statement aimed at maintaining a good relationship

Q: Which of the following is not one of the five goals when delivering bad news? A. Repair business relationships. B. Convey the bad news. C. Maintain as much goodwill as possible. D. Maintain a good image for the organization. E. Eliminate the need for future correspondence on the matter.

Q: If follow up action is needed in response to a routine message, identify who will do what and when in the body of the message.

Q: How should routine replies and positive replies close? A. With a sincere apology for the trouble caused B. With an expression of appreciation or goodwill C. With a detailed explanation of the request D. With a mention of the consequences of non-compliance E. With information about the negative aspects of the request, if any

Q: When writing for a claim or adjustment, what should be included in the opening paragraph? A. Specific explanations of the reason for the claim B. An offering of supporting documentation such as receipts C. A request for specific action D. A statement of the problem E. The remedy being sought

Q: To soften the blow of a negative response in a direct message, what should the writer include in the body of the message? A. Specific identification of the negative news B. The option to seek other solutions C. Specific reason that lead to the decision D. As much detail as possible E. Emphasize how the decision can benefit the audience

Q: When having to convey negative information in a routine message, what should the writer do? A. Stress only the most positive information B. Refer to the negative information in general and nonspecific terms C. Put the negative information in as positive terms as possible D. Avoid explaining the negative information E. Use an indirect approach

Q: When asking for an adjustment from a company, what is being asked for? A. The settlement of a claim B. An opportunity to file a formal complaint C. An opportunity to suggest how a product or service could be improved D. A resolution to a problem before further steps are required E. A discount on a product or service

Q: When developing an opening statement for routine messages, what should the writer consider? A. The most important thing the writer wants to convey B. The most important thing the audience wants to know C. The level of detail needed D. The potential reaction of the audience E. What channel and medium should be used to convey the message

Q: When making a claim to a company, what is the purpose of the message? A. To ask for a settlement of the claim B. To write a formal complaint C. To suggest how a product or service could be improved D. To provide a goodwill gesture, allowing the company to improve the product E. To ask for a resolution to a problem before further steps are required

Q: Opening statements should be what? A. Detailed B. Brief and to the point C. Neutral D. Hedge sentences E. Apologetic

Q: When developing a routine request for a recommendation, what should go in the body of the message? A. Why the writer wants the position B. An expression of appreciation C. Information the recipient needs to write the recommendation D. Any deadlines that might be important E. The purpose of the needed recommendation

Q: Routine, positive messages include what type of information in the opening paragraph? A. Reason for writing B. How the audience will benefit from complying to the request C. All relevant details D. A neutral buffer E. An introduction to the writer

Q: Which of the following is a key point when providing sources for recommendations? A. The indirect approach for requests should be used. B. Avoid stating why the recommendation is required. C. Always ask permission before using someone as a reference. D. Always offer to pay the person for their time in writing the reference. E. Avoid pressuring the receiver by mentioning a deadline.

Q: When introducing two people at a business function, you should a. mention the younger one first if they are equal in rank. b. extend your hand and repeat your name clearly. c. use their first names only to avoid the problem of rank. d. present the lower-ranking person to the higher-ranking one.

Q: Requests for recommendations are generally organized using what approach? A. Question and answer B. Direct C. Indirect D. Persuasive E. Free form

Q: When seeking a recommendation before awarding a contract, what type of information is least likely to be needed from an applicant? A. Information on skills B. Information on abilities C. Information on integrity D. Information on credit worthiness E. Information on character