OA211 - Ch 7 and 8 Review

Bad news requires the appropriate "CEO". Where C stands for

• Clarity

• Compassion

• Channel

Bad news requires the appropriate "CEO". Where E stands for

• Equity

• Empathy

• Exercise

Bad news requires the appropriate "CEO". Where O stands for

• Opportunity

• Openness

• Outline

The preferred method for delivering bad news is

• Email

• Phone/Video Chat

• In person

The _______ outline must be used when delivering bad news messages.

• Sensitive

• Inductive

• Deductive

Inductive outline, or the indirect outline has the details

• First

• Last

When is it okay to use the deductive outline in delivering bad news? Choose all that apply.

• When you have a close relationship with the person or want to demonstrate authority

• Small matter is involved such as denying paperclips

• Second response

• Illegal/Unethical Acts

The opening of a bad news letter must have a ______ introduction

• Negative

• Positive

• Neutral

An example of a neutral opening is (choose all that apply)

• Compliment

• Point of Agreement

• Review of Circumstance

• Gratitude

In developing our bad news message, we should follow the ______ sandwich method.

• ND BCC

• NB BBC

• NC DBD

Answer explanation

N Neutral Start

D Details

B Bad news

C Counterproposal

C Closing