91) Which of the following will help when handling a crisis?
A) Identifying favorite media representatives
B) Telling the whole story, completely and honestly
C) Discussing products and services the company makes that will be used during the crisis
D) Identifying and blaming the source of the crisis
E) Refusing to answer questions until the crisis is resolved
92) When you need to inform employees that a benefit or privilege will be eliminated
A) the best approach is to leak the news as a rumor rather than make a public announcement.
B) minimize the impact of the bad news by presenting it in as positive a light as possible.
C) use the direct approach.
D) use as many hedging words as possible.
E) develop a strong persuasive message highlighting the benefits of the change.
93) The challenge of ________ is a direct result of the proliferation of social media and other
communication technologies.
A) researching and developing new products and services
B) communicating up and down a company’s supply chain
C) attracting and recruiting qualified applicants for employment
D) responding to online rumors and attacks on a company’s reputation
E) avoiding unethical dilemmas at the workplace
94) A crisis management plan should
A) define operational procedures and outline communication tasks and responsibilities.
B) make provisions for concealing operational issues from the news media.
C) avoid limitations on who is authorized to speak on behalf of the company.
D) never include contact information for key executives and personnel.
E) be developed immediately after a crisis has occurred.
95) When a crisis occurs, corporate communicators should
A) deflect blame to third parties.
B) reserve all comments for their favorite media outlets.
C) get top management involved immediately.
D) go into lockdown mode when asked questions.
E) use only prepared statements and avoid questions from the media.
96) A(n) ________ defines operational procedures, outlines communication tasks, and sets
responsibilities during a crisis.
A) disaster worksheet
B) crisis management plan
C) emergency succession plan
D) business vulnerability assessment
E) leadership plan
97) Which of the following should be included in a crisis management plan?
A) A list of all employees
B) An evaluation plan to disseminate information
C) A list of who is authorized to speak for the company
D) A file on ragers and trolls that seek to create conflict in the organization
E) Mutually identifiable relationships with stakeholders
98) Which of the following is key to successfully managing communication efforts during a
crisis?
A) Use whistle-blowers to share the news
B) An active social media site
C) An online crisis management plan
D) Time to evaluate the negative message
E) Monitoring the conversation
99) Which of the following should be done when determining the appropriate response to a
negative message posted on social media?
A) Correct the information
B) Respond promptly to the comment
C) Respond to all negative comments after researching the issue
D) Take legal action against critics
E) Hold an online conversation with the critic
100) When responding to rumors and countering negative information in a social media
environment, a company should NOT
A) engage customers early and often.
B) monitor online conversations.
C) rely on its reputation to protect it.
D) respond appropriately and professionally.
101) As soon as a crisis hits, companies should set up a news center for company representatives
and the media. Best practices for the news center will include all of the following EXCEPT
A) releasing contact information for everyone involved.
B) having trained personnel on site around the clock.
C) directing incoming inquires to a designated spokesperson.
D) providing complete information packets to the media as soon as possible.
102) Most catastrophes can be predicted and prepared for.
103) Provide at least five guidelines to observe when making negative organizational
announcements.
104) Discuss the advantages to engaging early and often when considering responding to
negative messages.
105) Identify and discuss guidelines for making negative announcements.
106) In which way do performance reviews help an employee develop a personal plan to ensure
continued performance?
A) By documenting evidence of performance
B) By clarifying job requirements
C) By eliminating the need for disciplinary action
D) To avoid disputes about pay and promotions
E) To identify areas of greatest interest to the employee
107) Which of the following should be verified before terminating an employee?
A) The employee was warned that termination was going to happen
B) The message can be delivered over social media
C) Reasons for termination are objectively verifiable
D) Confrontations were avoided by withholding negative feedback
E) The employee was evaluated for the same issue consistently
108) When rejecting a job applicant, you can soften the blow by
A) expressing appreciation for his or her application.
B) mentioning the qualifications of the person who was hired.
C) praising competitive applicants.
D) apologizing for wasting the person’s time.
E) promising to hire them for the next available position.
109) Which of the following is the most effective close for a letter rejecting a job applicant?
A) If you have any questions about our decision, don’t hesitate to call.
B) We hope that despite this rejection you will continue to frequent our establishments.
C) Again, we are very sorry that we cannot offer you a position at this time.
D) I wish you the best in your job search. I am confident you will find a match for your skills and
interests.
E) When you improve your skill set, please feel free to reapply.
110) How can an organization use the performance appraisal process to protect the company
from claims of discriminatory practices?
A) By keeping the job descriptions up to date
B) By requiring all appraisals be written in a subjective voice
C) By requiring all appraisals be given using an indirect format
D) By evaluating all employees consistently and fairly
E) By giving key employees a review at least once per year
111) As a member of an online social network, the recommendations you write
A) must include extensive detailed information.
B) cannot be seen by the other network members.
C) become part of your online brand.
D) don’t affect your online profile.
E) are not considered legally admissible in court.
112) A letter rejecting a job applicant should
A) avoid explaining why he or she was not selected.
B) point out the applicant’s shortcomings.
C) be as personal as possible.
D) be as long as possible.
E) offer advise on how to improve their interview skills.
113) If you must give an employee a negative performance review
A) do so by email or fax.
B) support your claims with careful documentation.
C) limit your discussion to the areas where the employee needs improvement.
D) avoid suggestions for improvement.
E) ask the employee how they plan to correct the problems.
114) When writing an employment termination letter, you should
A) include words that are open to interpretation, such as difficult and untidy.
B) clearly present the reasons for the action.
C) not get too caught up in trying to preserve a good relationship with the employee.
D) make clear to the employee that you have carefully researched relevant employment laws.
E) offer to meet and discuss the issue so there is no confusion on the employee’s part.
115) Why should an applicant rejection letter avoid implying that the application will be
reviewed at a later date?
A) To avoid legal complaints
B) To minimize hope in the applicant
C) To limit the applicant pool for future positions
D) To make the letter as short and direct as possible
E) To maintain a polite and passive tone
116) When you’re appraising employee performance, ________ to support any decisions that
need to be made about pay, promotions, or termination.
A) write down your frustrations
B) document performance problems
C) evaluate each employee differently
D) focus on each employee’s faults and shortcomings
E) focus only on the most recent activities of the employee
117) Which one of the following is NOT an essential element of writing termination messages in
the workplace?
A) Careful planning
B) Sensitive writing
C) Complete documentation
D) Personal allegations
E) Legal compliance
118) How should reasons for a termination be presented to an employee?
A) In as direct a format as possible to prevent misunderstanding
B) As fair and nondiscriminatory
C) Using an indirect format with reasons implied rather than clearly stated
D) As a personal plan to improve performance on future jobs
E) As being approved of by the company’s legal team
119) When terminating an employee, which of the following should be included in the message?
A) Clear reasons for the action
B) A statement of what could have been done to avoid the action
C) Contact information if the employee needs to discuss the action further
D) An indication of what can be done to be reinstated
E) A clear expression of thanks for the employee’s dedication and service
120) Which of the following is necessary for the completion of the performance appraisal writing
process, so that decisions about pay, promotion, or termination can be made?
A) Objective voice
B) Identifying opportunities for improvement
C) Up-to-date job descriptions
D) Coaching
E) Documentation
121) Which of the following can help you handle requests for recommendations in a social
networking environment?
A) Ignoring a request from someone you don’t know
B) Maintaining a policy of not writing a recommendation for anyone
C) Writing as much or as little as you’re comfortable with sharing about the person
D) all of the above
122) Performance reviews in the workplace are designed to
A) clarify job requirements.
B) give employees feedback on their performance.
C) promote personal action plans for improving performance.
D) all of the above.
123) Refusing a request to write a recommendation letter generally calls for using the indirect
approach and a great deal of diplomacy.
124) Since termination letters are highly controversial, you should never deliver them in person.
125) Define and discuss performance reviews.
126) Suppose you’re a manager who has to write performance reviews. What can you do to help
you prepare for writing a review that includes negative information?
127) Discuss the purpose of performance reviews.
128) What are some viable options for refusing social networking recommendation requests?
129) Discuss steps to take before terminating an employee.
130) Explain the characteristics of an effective letter rejecting a job applicant.