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74) When preparing a written termination notice, the written document should be presented in
person if possible.
75) When preparing for a performance review, it is important to make sure the job description is
accurate and up to date.
76) Discuss steps to follow when developing a termination message.
77) 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.
78) 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
79) When developing a bad news message regarding technical or financial news, what should be
done to minimize long-term 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.
80) 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.
81) Conveying negative organizational news should always be done in an indirect format.
82) Conveying negative organizational news should only be done on social media sites that allow
for little audience feedback.
83) Negative situations provide an opportunity to excel as a communicator.
84) Discuss best practices when making negative announcements about organizational news.
85) 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
86) 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.
87) 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-sponsored sites.
E) Ignore negative comments and only engage with stakeholder comments that are positive.
88) 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
89) 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
90) 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.
91) 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
92) Which population group is most likely to spread incorrect information?
A) Public affairs
B) Trolls
C) The misguided
D) Unhappy customers
E) Ragers
93) 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
94) 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
95) 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 demanders
D) Unhappy customers
E) Ragers
96) 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
97) 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.
E) Ignore the writer and the post.
98) Unhappy customers use social media to voice complaints to a larger audience than just the
organization.
99) The most important step in responding to negative information on social media is to respond
as soon as the negative comment appears.
100) Identify four steps to take when responding to rumors and encountering negative
information on social media.
