All of the following are goals for a business writer who must communicate bad news except to

All of the following are goals for a business writer who must communicate bad news except to

1.Every business person will need to write a negative business message that may disappoint, irritate, or

anger the receiver; these messages must be written

a.thoughtfully.

b.by top-level management only.

c.by any department with legal department final approval.

d.deceitfully.

ANSWER: A

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2.You can reduce the receiver's bad feelings by ensuring your receiver thinks that you have revealed the

news sensitively, treated the matter seriously, made the decision fairly, and

a.explained the reasons for the rejection clearly.

b.revealed the bad news directly and bluntly.

c.explained the legal options.

d.delivered the bad news via certified mail.

ANSWER:A

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3.Business communicators have many goals in conveying negative news. Some of these goals include

making the receiver understand the bad news, helping the receiver accept the bad news, and

a.saving your company money.

b.blaming an outside agency.

c.maintaining a positive image.

d.eliminating future correspondence.

ANSWER:C

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4.One of your goals in sending messages is to project a professional and positive image. Techniques to

do this include

a.responding briefly without providing clear details.

b.employing an irate tone.

c.using forceful or aggressive language.

d.controlling your emotions.

ANSWER:D

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5.One of the first steps you will take before delivering negative news is

a.checking for sensitive language.

b.analyzing how your receiver will react to this news.

c.drafting your message.

d.identifying who is to blame for the problem.

ANSWER:B

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6.Using the indirect strategy to prepare the reader in a bad-news message

a.shows insensitivity to your reader.

b.allows you to confuse or distract the reader.

c. helps you keep the reader's attention until you can explain the reasons for the bad news.

d.demonstrates your ability to vary your strategies.

ANSWER:C

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7.You will use the direct strategy for your message when the bad news is not damaging, when the

receiver might overlook the bad news, when directness is preferred, and when

Receivers of bad news are less disappointed if they know the reason for the rejection, feel the news was revealed sensitively, and believe the ________ .

matter was treated seriously and fairly

Which of the following is not a goal in conveying negative news?

Emphasizing that your company does not make errors

When conveying negative news, you can minimize potential legal issues by avoiding abusive and careless language and ________ .

providing no personal feelings or opinions in your message

Using the direct strategy to deliver bad news is appropriate for all of the following situations except ________ .

when the bad news is unexpected

Using the indirect strategy enables the writer to ________ .

keep the reader's attention until the reasons for the bad news have been explained

What is the correct order of ideas when using the indirect strategy to reveal bad news?

Buffer, reasons, bad news, pleasant close

Which of the following is the bestexample of an effective buffer in a bad-news letter denying a customer's claim?

We know that you expect superior performance from all the products you purchase from Espresso Enterprises.

Which of the following sentences delivers bad news using the passive voice?

Merchandise refunds are not given at our company without a receipt.

Select the best closing sentence of a bad-news letter.

We appreciate your interest in our organization, and we wish you the best of luck in your job search.

When you are preparing a message that will refuse a typical request, you should first determine ________ .

how the message will affect the receiver

What is the best advice to follow when dealing with disappointed customers in print or online?

Address the problems immediately and personally.

All of the following are reasons why written messages may be used to respond to disappointed customers except ________ .

to demonstrate the writer's command of the English language

One of the most important goals in a letter that refuses credit is to ________ .

retain customers on a cash basis

When delivering bad news face to face within an organization, what is the bestadvice to follow?

Outline what you have to say before delivering the bad news.

Most job refusal letters ________ .

are general, simple, and short

Readers are more likely to accept negative messages if the tone is friendly and respectful.

To be actionable (likely to result in a lawsuit), abusive language must be in writing.

Bad news messages should always be organized indirectly.

Bad news may be easier to accept when revealed gradually.

"We are sorry that mistakes were made in filling your order" is a well-written apology.

In the sentence Although we must discontinue the health club benefit, all other benefits will remain unchanged,the bad news has been de-emphasized.

References to resale information or promotion are never appropriate in bad-news messages.

When informing customers of price hikes or rate increases, you should explain the reasons by associating them to increased consumer benefits.

When delivering bad news in person, you must first decide if the negative news is newsworthy.

Letters that deny applications for employment should be courteous and tactful and offer specific information explaining why the candidate was not hired.

What are the goals of a business writer who delivers bad news?

Showmanship All of the following are goals for a business writer who must communicate bad news except to prove that the customer is wrong. When you use the indirect strategy to deliver bad news, the recommended order of ideas is buffer, reasons, bad news, and closing. Which of the following is the most important part of a bad-news message?

Which type of negative

A negative-news message that is organized indirectly should begin with a buffer. T Businesses now use social media sites to recruit employees. T Business letters are the preferred channel of communication for delivering messages outside of an organization. T

What is a good reason for written messages?

Although many companies try to deal with disappointed customers by calling them immediately, written messages are also used to All answer choices are reasons for written messages. As a manager, Kelly must communicate to her employees some bad news that will likely upset them.

How do I study essentials to business communications?

Start studying Essentials to Business Communications Ch. 2. Learn vocabulary, terms, and more with flashcards, games, and other study tools. Home Subjects Explanations Create Study sets, textbooks, questions

Which of the following is the most important part of a bad news message quizlet?

The part of a bad-news message that explains why the bad news was necessary and that the matter was taken seriously; the most important part of a negative message; also called an explanation (p. 181). A message written to turn down a request for favors, money, information, or action (p. 187).
"Buffer, reasons, bad news, and closing" - bad-news messages using the indirect strategy typically follow this order. See page 197.

What is the best advice for you to follow when writing a persuasive claim message quizlet?

What is the best advice when developing a persuasive claim or complaint message? Open with a statement of sincere praise, an objective statement of the problem, or a point of agreement. Professional marketers and salespeople follow the AIDA strategy in their sales messages because it is effective.

When presenting the reasons for bad news you should quizlet?

you must present your reasons for bad news in a way that makes the reader accept it as positively as possible. You may present facts that clearly make the decision necessary or site expert input that helped make the decision. This should come after the buffer and come before the actual bad news.