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Terms in this set (50)When composing a negative message, you should try to A) choose a buffer that will distract your reader from the main point of your message. B) gain the audience's acceptance of the bad news. Use the direct approach with a negative message if A) the message will have a great deal of personal impact on members of the audience. B) the situation is one in which people readily acknowledge the possibility of receiving bad news. Which of the following would be an inappropriate use of the word "you" in a negative message? A) You possess many fine skills. C) You shouldn't have washed that wool shirt; it should be dry cleaned only. When using the direct approach to deliver negative messages, you A) begin with a buffer. C) should end the message on a respectful note. If you choose to apologize in a negative message, you should A) phrase the apology in a conditional manner ("If I have offended anyone ..."). C) be sincere and make it a true apology. Instead of beginning your negative message with a blunt announcement of the news, you can use A) the direct approach. B) a buffer. The buffer of a negative message A) should be neutral and noncontroversial. A) should be neutral and noncontroversial. A poorly written buffer A) opens your message in a neutral manner. C) misleads the reader into thinking good news follows. One important goal of a buffer is to A) delay stating the bad news. B) establish common ground with your reader. If you are responding negatively to a request, a buffer A) comes right out and says no. D) assures the reader of your attention to the request. An effective opening for a negative message would be A) I'm sorry to say I have some bad news. C) Your résumé clearly shows why you are interested in becoming a management trainee with our company. In a negative message organized using the indirect approach, the reasons for the decision A) are so obvious that
you don't need to mention them. B) come directly after the buffer and follow naturally from it. In the reasons section of a negative message, you should A) present enough detail
for the audience to understand your reasons. A) present enough detail for the audience to understand your reasons. One way to be tactful when giving your reasons for bad news is to A) explain why the decision is good for you and your company. B) highlight, if possible, how your negative decision benefits your readers. Using the indirect approach, the negative news comes A) immediately after the buffer. C) immediately after the reasons. A good way to deliver bad news kindly is to A) maximize the space devoted to it. D) deemphasize it by embedding it in the middle of a paragraph or use parenthetical expressions. When rejecting a job applicant, you can soften the blow by A) expressing appreciation for his or her application. A) expressing appreciation for his or her application. To clearly and kindly say no, do all of the following except A) use phrases such as, "Much as I would like to help you." A) use phrases such as, "Much as I would like to help you." Which of the following statements does the best job of delivering the bad news clearly and kindly? A) I am sorry to have to tell you that you were not selected for the position. C) Although you currently do not have the master's degree that we require for this position, we encourage you to apply for future openings better suited to your qualifications. When delivering bad news, wording such as "We must turn down," "I am unable to," and "We cannot afford to" A) softens the blow by drawing attention away from the reader and onto the sender. C) is likely to cause pain and anger in the reader. In the close of a negative message, you should A) encourage the person
to write or call to discuss the situation further. B) emphasize your respect for the audience. 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. D) I wish you the best of luck as you begin your new career. The tendency to delay, downplay or distort bad news A) is natural, and you should de-emphasize the news at all costs. C) can lead to unethical decisions and even lawsuits. When you are refusing a routine request, you A) should always use the direct approach. D) should use the indirect approach if you're forced to decline a request that you might have said yes to in the past. Negative messages about business transactions should A) confirm the customer's expectations. B) explain how you plan to resolve the situation. Whether or not you should apologize when delivering bad news about transactions depends mainly on A) how much the customer has purchased from your company in the past. E) none of the above. A woman returns a formal dress to your store. It is stained and has a rip at the hem line, but she says she is returning it unworn because it doesn't fit. Which of the following would be the best way to inform her of your refusal to give a refund? A) State that company policy prevents you from accepting the return but that if you had anything to say about it you'd take it back, no questions asked. B) Restate her complaint to let her know you understand it, explain as positively as possible that you are unable to accept the return of damaged merchandise, and recommend a tailor who can fix the tear and alter the dress for her. To avoid being accused of defamation, you should A) refuse to communicate with unhappy
clients. C) refrain from using any kind of abusive language. In refusing a customer's request for adjustment, you are concerned about possible defamation charges. You should A) make the refusal by phone instead of in writing. C) consult your company's legal department or an attorney if you think a message might have legal consequences. When you need to inform employees that a benefit 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. A crisis management plan A) defines operational procedures to deal with the crisis. A) defines operational procedures to deal with the crisis. Compared to traditional letters of recommendation, social networking recommendations A) require the same amount of detail. C) offer more flexibility, and can contain as much or as little detail as you want to share. A letter rejecting a job applicant should A) avoid explaining why he or she was not selected. A) avoid explaining why he or she was not selected. If you must give an employee a negative performance review, A) do so by email or fax. B) support your assessment with careful documentation. 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. Generally speaking, bad news for employees should be delivered using A) blunt language. C) the indirect approach. When you need to maintain a close working relationship with someone to whom you are sending a negative message, you should generally A) use the direct approach. B) use the indirect approach. In most cases, delaying when you need to convey negative news A) will help your audience accept it. C) can be a serious breach of etiquette Using the direct approach for negative messages A) makes a shorter message possible. A) makes a shorter message possible. Explaining negative news in the body of your message A) is always a good idea. E) is often helpful if you are writing to an important customer. When it comes to apologizing for corporate mistakes, judges, juries, and plaintiffs tend to A) react negatively when companies apologize. C) be more forgiving of companies that apologize. When closing a negative message, explaining the steps being taken to avoid similar mistakes in the future A) is a bad idea, since it distracts attention from the main idea. D) can underline the sincerity of an apology. "Accounting Services is here to assist you during our transition to electronic billing" is an example of which type of buffer? A) good news B) cooperation "We have credited your account in the amount of $14.95 to cover the cost of return shipping" is an example of which type of buffer? A) good news A) good news When rejecting a request because of company policy, you should A) simply cite the policy as the reason for your decision. C) explain the policy so the audience can try to meet the requirements later. In a negative message, which of the following would be the most effective alternative to stating, "We cannot afford to continue this program"? A) The program will conclude on May 1. A) The program will conclude on May 1. Encouraging additional communication in the close of a negative message A) is expected, even if you are not really willing to discuss the matter any further. B) should be avoided unless you are truly willing to discuss the matter further. Employees who engage in whistleblowing A) are disloyal and should be terminated. C) are, in many cases, providing vital information to their employers. When making negative announcements about routine business matters, A) the direct approach is generally best. B) the indirect approach is best in most cases. Offering discounts on future purchases, free merchandise, or other considerations in negative messages about business transactions A) is almost always viewed as a hollow, insincere gesture. E) can go a long way to rebuilding a customer's confidence in your company. 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Open with a buffer statement.. Explain the situation.. Break the bad news.. Redirect or provide alternatives.. End politely and forward-looking.. When you must deliver bad news in the workplace remember that?Remember that your attitude and the clarity of your message are two very important components in this conversation. Be open, clear, and honest. If you're responsible for the situation, try to explain frankly how your actions contributed to the event.
How do you respond to problems or bad news how you would handle delivering a negative message?17.1 Delivering a Negative News Message. Be clear and concise in order not to require additional clarification.. Help the receiver understand and accept the news.. Maintain trust and respect for the business or organization and for the receiver.. Avoid legal liability or erroneous admission of guilt or culpability.. Which approach is best for delivering bad news?A direct approach offers the bad news immediately in the communication. You may want to use a direct approach if you feel it is the clearest way to communicate bad news to a large audience, to cut down on possible misinterpretations.
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