When planning bad news messages you should consider the following questions except?
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Show Excellence in Business Comm., 10e (Thill) Chapter 9 Writing Negative Messages 1) 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. C) leave the reader with hope that you will change your decision. D) avoid stating the bad news. E) surprise the audience with the bad news. Answer: B 2) 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. C) an order is unfillable or portions of it must be back-ordered. D) you are refusing to make an adjustment on a claim. E) you're worried that you have already delayed giving the bad news for too long. Answer: B 3) Which of the following would be an inappropriate use of the word "you" in a negative message? A) You possess many fine skills. B) The frying pan you ordered is being shipped today. C) You shouldn't have washed that wool shirt; it should be dry cleaned only. D) When you have more managerial experience, we encourage you to reapply. E) As you know, our company's client base has grown more slowly than expected. Answer: C 4) When using the direct approach to deliver negative messages, you A) begin with a buffer. B) should not include reasons for the decision or information. C) should end the message on a respectful note. D) can expect your audience to be offended. E) should not worry about tone. Answer: C 5) If you choose to apologize in a negative message, you should A) phrase the apology in a conditional manner ("If I have offended anyone ..."). B) imply that not all of the blame lies with you or your company. C) be sincere and make it a true apology. D) always demonstrate sincerity, but never accept blame. E) always urge the reader against taking legal action. Answer: C 1 Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Name Chapter 10--Negative Messages Description Instructions Modify Add Question Here Question 1Multiple Choice0 pointsModifyRemove Question The bad feelings associated with disappointing news can generally be reduced if the receiver Answer believes that the decision was fair. thinks the matter was treated seriously. knows the reason for the rejection. All of the above. Add Question Here Question 2Multiple Choice0 pointsModifyRemove Question Which of the following is the best advice when communicating bad news? Answer As long as the bad news is delivered tactfully, you don't have to give the reasons for the bad news. To show sensitivity, you should always deliver bad news using the indirect method. Because bad news disappoints, irritates, and sometimes angers the receiver, such messages must be written carefully. All of the above. Add Question Here Question 3Multiple Choice0 points ModifyRemove Question Which of the following is not one of the three primary goals in communicating bad news? Answer To make the receiver understand the bad news To explain clearly who is to blame for the bad news To have the receiver accept the bad news To maintain a positive image of you and your corporation Add Question Here Question 4Multiple Choice0 pointsModifyRemove Question A business communicator has four secondary goals in delivering bad news. Which of the following is not one of these secondary goals? Answer To reduce bad feelings and convey fairness To hide the real reasons for the bad news To have the receiver accept the bad news To avoid creating legal liability or responsibility for you or your organization Add Question Here Question 5Multiple Choice0 pointsModifyRemove Question When should the direct pattern be used to communicate bad news? Answer Never When you don't know your reader When firmness is necessary When maintaining goodwill is important Add Question Here Question 6Multiple Choice0 pointsModifyRemove Question Using the indirect pattern to prepare the reader in a bad-news message Answer shows sensitivity to your reader. enables you to keep the reader's attention until you have been able to explain the reasons for the bad news. softens the impact of the bad news. All of the above. Add Question Here Question 7Multiple Choice0 pointsModifyRemove Question Amber will be writing a bad-news letter to a customer and wants to follow the four-part indirect plan. In what order should she organize her letter? Answer Bad news, reasons, buffer, closing Buffer, bad news, reasons, closing Buffer, reasons, bad news, closing Reasons, bad news, buffer, closing Add Question Here What are the 3 types of bad news messages?Bad-news messages include rejections (in response to job applications, promotion requests, and the like), negative evaluations, and announcements of policy changes that don't benefit the reader.
Which plan should be used for a bad news message?Indirect approach. When the bad news may have a significant impact on the recipient or you don't know them very well, you may prefer to use the indirect approach. Figure 4.11. 2 shows an example of a bad news message delivered using this approach.
What are the four main parts of a negative news message?Delivering negative news involves a buffer or cushion statement, an explanation, the negative news itself, and a redirecting statement. Whether you choose a direct or an indirect approach, the message should be delivered clearly and concisely, with respect for the receiver and the organization.
What is the most important part of a bad news message?An explanation of the bad news is the most important part of a negative message because it prepares the reader for the refusal or denial – but it does NOT explicitly state the bad news yet.
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