Business Communications- Chapter 7
You must deliver bad news to your employees. What advice should you follow?
Start with a neutral or positive statement that transitions to the reasons for the bad news.
Which of the following is the best advice when delivering bad news personally?
Prepare your comments prior to delivering the bad news.
Which of the following would best refuse a customer's claim?
Although a full refund cannot be issued, we would be happy to repair your iPad for a nominal fee.
Which of the following uses passive voice to present the bad news?
Although the administrative assistant position has been filled, we wish you well in your job search.
Which of these patterns follows the suggested order of parts in bad-news messages using the indirect strategy?
Buffer, reasons, bad news, and closing
In which of the following situations would the indirect strategy be most appropriate?
CEO Dale Marek must announce to his staff that 45 positions will be eliminated on January 1.
You have started a bad-news message with the following statement: Your contributions to our community's recycling efforts have been outstanding. What type of buffer have you used?
Compliment
Placing the bad news at the beginning or ending of a paragraph will help de-emphasize the bad news.
False
Thank you for your e-mail message is an effective buffer for a bad-news message.
False
When refusing requests or claims using the indirect strategy, reveal the bad news before presenting the reasons for the refusal.
False
When something happens that is disappointing to customers, such as late deliveries, product failures, deficient service, or improper charges, business professionals should begin to control the damage by writing a letter.
False
One primary goal when delivering bad news is to maintain a positive image of you and your organization.
True
Smart organizations involved in a crisis prefer to communicate the news openly to employees, customers, and stockholders.
True
The primary difference between the direct and indirect strategies is the placement of the bad news
True
Using the following statement in presenting the reason for the bad news could help the receiver to accept the message: Although we would like to install the heating system you have offered, we are seeking a more energy-efficient, environmentally friendly unit.
True
When you must deliver bad news within an organization, you should first determine whether the negative information is newsworthy.
True
Whether to use the direct or indirect strategy depends largely on the situation, the audience's reaction, and the writer's goals.
True
You must decline an employee's request to telecommute three days per week. Which of the following is the best explanation for the refusal?
Your daily presence in the office is important to ensure regular customer contact.
The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the rejection, feels that the news was revealed sensitively, and _________________.
believes that rhe matter was treated fairly and seriously
Garrett must respond to a customer's online post regarding a problem the customer experienced when ordering a new smartphone. Garrett should practice the following tips except__________.
deny that the problem occured
When communicating bad news, you should strive to project a positive image, maintain friendly relations, be fair, convey empathy and sensitivity, and ________________.
explain your message clearly
The most important part of a bad-news message is the _________.
explanation of the bad news
The key to ethical communication, especially of bad news, lies in the __________ of the sender.
motives
Smart business communicators know that dealing with disappointed customers should be done immediately and personally. However, written correspondence may be appropriate when __________.
personal contact is impossible
All of the following are appropriate reasons to use the direct strategy to communicate bad news except _____________.
when the bad news is personally upsetting
