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By placing bad news in the first paragraph, receiver support is more likely than when it is presented after giving reasons.
Since the main message of a negative-news message is the bad news, more space should be devoted to the refusal than to the explanations for the refusal.
"I have received and read your letter of April 12" is an effective neutral way to begin the first paragraph of a bad-news message.
The best reason to give the receiver for a refusal is "company policy" because it requires no further explanation.
"We apologize for any inconvenience we may have caused you" is a recommended way to close a refusal letter.
Providing an alternative or counterproposal to a refusal for a request should be avoided since it would only heighten audience frustration over the bad news.
To minimize disappointment and maintain a positive relationship, the inductive strategy is the best way to organize messages that refuse requests
"We apologize for any inconvenience we may have caused you" is an effective way to close a refusal message.
Communicating constructive criticism about service received can be thought of as an ethical responsibility.
Delivering constructive criticism can be beneficial by alerting management that changes need to be made.
When communicating negative organizational news, it is advisable to tone down the news to minimize its severity.
Which of the following is FALSE concerning personal delivery of bad news?
a. Personal delivery of the bad news signals the importance of the news.
b. Personal delivery eliminates any potential escalation of emotion.
c. Personal delivery shows empathy for the recipient.
d. Personal delivery provides the benefits of nonverbal cues.
If bad news appears in the first sentence of a message, the
a. receiver will be prepared for the reasoning that follows.
b. receiver's urge to counter argue will be minimized.
c. receiver's reaction is likely to be defensive.
d. receiver will withhold judgment until he or she has finished reading.
What is the correct order for the inductive writing sequence?
a. Buffer, reasons, bad news, counterproposal, and desire to continue the relationship
b. Reasons, neutral idea, bad news, and desire to continue the relationship
c. Bad news, reasons, counterproposal, and desire to continue the relationship
d. Buffer, bad news, reasons, counterproposal, and desire to continue the relationship
Exceptions to the use of inductive approach for bad-news messages include
a. messages addressing a very small, insignificant matter.
b. memos sent within the company.
c. oral presentations.
d. all of the above
An effective opening for a bad-news message
a. notes the date of the message being answered.
b. expresses gratitude for the time the receiver took to write.
c. provides an immediate answer to the receiver's request.
d. makes a neutral comment related to the main idea.
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?
a. Passive voice and abstract nouns as the subjects of sentences
b. Passive voice and the placement of the negative message in an independent clause
c. Active voice and positive language
d. Active voice and placement of the negative message in the dependent clause
Which of the following are FALSE when writing bad-news messages?
a. The writer should focus on the good rather than the bad.
b. The writer should present the negative ideas in positive terms when possible.
c. The writer should state what can be done rather than what cannot be done.
d. The writer should state the bad news early and reinforce it throughout the message.
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
a. tell the applicant at the beginning that another candidate was chosen.
b. ask the applicant to consider why he or she was not selected.
c. place the "not selected" message in the dependent clause of a complex sentence describing the stiff competition for this job.
d. imply that someone else has been selected for the position, thus avoiding the uncomfortable job of rejecting someone.
Which of the following is NOT a technique for writing a bad-news message?
a. Use positive language to accentuate the positive.
b. Use the deductive writing approach.
c. Sandwich the bad news between the buffer and positive closing.
d. Use passive voice, general terms, and abstract nouns.
a. is unnecessary if you have stated your refusal tactfully.
b. weakens your refusal by implying that you are not able to enforce your decision.
c. is an alternative to the action requested that helps preserve your future relationship with the receiver.
d. should precede the refusal.
An effective counterproposal
a. can eliminate the need to state the refusal directly.
b. may represent a tangible benefit to the reader.
c. may not always be possible.
d. All of the above.
Which of the following is NOT recommended within the final sentence of a bad-news message?
a. Tactful restatement of the refusal
b. Sales promotional material
c. Some future aspect of the business relationship
d. An expression of willingness to assist in some other way
Which sentence is a good example of a buffer for a bad news message?
a. Your letter dated April 14 has been referred to me for reply.
b. I can understand how you felt when you had to pay $168.
c. Your credit application was reviewed by two loan officers.
d. Your claim has been denied, but let us explain why.
Which of the following would be the BEST closing sentence in a bad-news message?
a. We understand your disappointment in this decision.
b. Please do not hesitate to contact us again if you have any further questions.
c. To see the video that discusses our two newest investment offers, just phone us at 555-1616 to request your copy.
d. We trust you will continue to rely on Carson products in spite of this present difficult situation.
Which of the following is the BEST suggestion to follow when refusing a request?
a. Use the inductive approach.
b. Provide a vague reason to minimize the receiver's disappointment.
c. Use the direct approach.
d. Follow the bad news with adequate reasons.
Which of the following is the BEST negative reply to a request for a favor?
a. Thank you for asking me to speak at your meeting, but I will not be able to attend.
b. Because I have a previous engagement in Phoenix, I cannot demonstrate my machine at your conference.
c. Although I have multiple obligations for the date you suggested, I fully support your effort to raise funds for the homeless.
d. I find my schedule is as impossible as ever; I must be doing something wrong with my priorities.
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?
a. Again, I am very flattered by your request.
b. I apologize that I am so busy right now. Maybe next semester I can speak to your class.
c. I'll call you if I have some time in the next month.
d. My training assistant, David, has extensive experience and would enjoy speaking to your class. Please feel free to call him at 469-8000.
When writing a message offering constructive criticism, one's primary consideration should be
a. identifying who made the error.
b. offering input that could benefit many.
c. getting even for the mistake that was made.
d. none of the above.
Your department hired a strategic planning consultant to restructure the workforce. However, you believe that the consultant added no value to the company and simply played back what you wanted to hear. You must write a letter to the president of the consulting company to discuss your dissatisfaction. Which of the following is the BEST approach to your letter?
a. Start with some facts about what the consultant was supposed to do. Enumerate what was done incorrectly. End with a pleasant message expressing your appreciation.
b. Start with a statement about your dissatisfaction with the consultant. Continue with a list of things that the consultant did incorrectly. End with a direct statement about how worthless the consultant was.
c. Start with some good things that the consultant did. Accentuate the positive and avoid as much negative information as possible. End pleasantly, saying that you hope you can do business again in the future.
d. Start with some facts about what the consultant was supposed to do. Mention what the consultant did well, but also be clear about what the consultant did not do well. End with a pleasant message expressing the hope that the information you provided will assist the consulting company.
Although communicating negative organizational news can be challenging, such messages can have a positive effect in
a. showing management's display of respect for employees.
b. providing an opportunity for management to build unity and trust.
c. allowing employees to pose questions to management.
d. All of the above.
Which of the following is NOT an effective strategy for companies that want to provide strong internal communication?
a. Promote open exchange of honest, candid communication.
b. Use a variety of communication channels to encourage two-way communication.
c. Limit the questions employees may ask management.
d. Keep employees informed of both good and bad news.
Which of the following is FALSE concerning the communication of negative news within an organization?
a. Employee morale, like customer goodwill, is fragile and easily damaged.
b. Sensitive handling of bad news related to the organization can help build unity and trust.
c. Delivering bad news as soon as possible minimizes damage resulting from rumors and shows respect for employees.
d. The most effective approach is to use one strong communication method for communicating with employees.
A company plans to downsize over the next year. Which of the following would be the BEST way to prepare employees for this negative announcement?
a. Send an email to employees the first day that employees are scheduled for layoff.
b. Send a letter to laid off employees at their home address instructing them not to report for work to avoid emotional confrontations.
c. Use the company's internal communications (newsletters and intranet) to make employees aware of the downsizing before it happens.
d. Call a staff meeting at the end of the day on the Friday before layoffs begin to make the negative announcement.
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