Communications Ch. 7

11 terms by niaw22

Create a new folder

Advertisement Upgrade to remove ads

If bad news appears in the first sentence of a message, the

receiver's reaction is likely to be defensive.

What is the correct order for the inductive writing sequence?

Buffer, reasons, bad news, counterproposal, and desire to continue the relationship

Exceptions to the use of inductive approach for bad-news messages include

...

An effective opening for a bad-news message

expresses gratitude for the time the receiver took to write.

Greg Komuro often delivers messages to clients in which he must convey negative ideas. Which of the following techniques could Greg use to subordinate bad news?

Passive voice and abstract nouns as the subjects of sentences

Your employer asked you to compose a message to be sent to all job applicants who were not selected for a sales representative position. You should

imply that someone else has been selected for the position, thus avoiding the uncomfortable job of rejecting someone.

Which sentence is a good example of a buffer for a bad news message?

I can understand how you felt when you had to pay $168.

Jawon is a training and development manager who has been asked by a professor to speak to her class about careers in training. However, since he is currently conducting an important staff development program, his schedule is very busy, and he must refuse the request. What would be the BEST way to end his message?

My training assistant, David, has extensive experience and would enjoy speaking to your class. Please feel free to call him at 469-8000.

Melody is responding negatively to a request for a claim. Which of the following would she NOT do in composing her message to the customer?

....

Delnisha, a customer service representative for the manufacturer of Marathon brand faucets, receives a large order from a small contractor. Which of the following is the BEST way for Delnisha to begin a message saying the company does not sell directly to end users?

Thank you very much for your order. Unfortunately, we will not be able to fill it.

You must deny a request for credit to an applicant who does not meet your company's requirements. Using a sentence such as "You are encouraged to make cash purchases" illustrates a

counterproposal

Please allow access to your computer’s microphone to use Voice Recording.

Having trouble? Click here for help.

We can’t access your microphone!

Click the icon above to update your browser permissions above and try again

Example:

Reload the page to try again!

Reload

Press Cmd-0 to reset your zoom

Press Ctrl-0 to reset your zoom

It looks like your browser might be zoomed in or out. Your browser needs to be zoomed to a normal size to record audio.

Please upgrade Flash or install Chrome
to use Voice Recording.

For more help, see our troubleshooting page.

Your microphone is muted

For help fixing this issue, see this FAQ.

Star this term

You can study starred terms together

NEW! Voice Recording

Create Set