Learn It: Concept Check Quiz 7-1

Introduction: Take this quiz to get a quick check on your understanding of chapter concepts.

To improve the outcome of communicating negative news, the sender should aim for which of the following? Check all that apply.

• Convey sensitivity
• Be firm and apathetic in your delivery
• Show empathy
• Deliver the negative news as though it is positive

This goal helps to regain the receiver's confidence when communicating negatives news.

• Showing partiality
• Remaining indifferent
• Upholding professionalism
• Maintaining friendly relations

When irate customers sound threatening, you should _______. Check all that apply.

• record the discussion
• use polite language
• stay calm
• contact security
• offer a clear explanation