Question 1

Which of the following is recommended while conveying bad news to customers?

Accepted Answer

A)  Present good reasons for a refusal at the end of a message. 
B)  Convey the negative news twice in a message in order for it to be clear. 
C)  Present negative information ambiguously to avoid offending the customer. 
D)  Present an alternative or compromise if one is available. 
E)  Ask for an action that will help the customer accept the consequences easily. 
A)  Present good reasons for a refusal at the end of a message. 
B)  Convey the negative news twice in a message in order for it to be clear. 
C)  Present negative information ambiguously to avoid offending the customer. 
D)  Present an alternative or compromise if one is available. 
E)  Ask for an action that will help the customer accept the consequences easily.

Question 2

Which of the following is recommended while providing refusals in a message?

Accepted Answer

A)  De-emphasize the refusal by placing it in a different paragraph from that of the reason. 
B)  Ensure that the implication is ambiguous, so that the reader is not easily offended. 
C)  Ensure that another message is not required for conveying the same message again. 
D)  Emphasize the refusal by putting it in a separate paragraph by itself. 
E)  Present both strong and weak reasons for a refusal and let the audience choose between them. 
A)  De-emphasize the refusal by placing it in a different paragraph from that of the reason. 
B)  Ensure that the implication is ambiguous, so that the reader is not easily offended. 
C)  Ensure that another message is not required for conveying the same message again. 
D)  Emphasize the refusal by putting it in a separate paragraph by itself. 
E)  Present both strong and weak reasons for a refusal and let the audience choose between them.

Question 3

Which of the following must be true of a buffer for it to be effective?

Accepted Answer

A)  It should put the reader in a negative frame of mind to accept the bad news. 
B)  It should convey the bad news explicitly in the beginning of a message. 
C)  It should convey bad news to a reader ambiguously to avoid antagonizing him or her. 
D)  It should provide a smooth, natural transition to the body of the letter. 
E)  It should convert bad news into good news through persuasion. 
A)  It should put the reader in a negative frame of mind to accept the bad news. 
B)  It should convey the bad news explicitly in the beginning of a message. 
C)  It should convey bad news to a reader ambiguously to avoid antagonizing him or her. 
D)  It should provide a smooth, natural transition to the body of the letter. 
E)  It should convert bad news into good news through persuasion.

Question 4

List the steps for organizing a message conveying bad news to superiors.

Accepted Answer

While conveying bad news to superiors, y

Question 5

When choosing a channel for delivering bad news, you should consider the type and complexity of the explanation.

Accepted Answer

A) True 
 B)False

Which of the following is recommended while conveying bad news to customers?

Which of the following is recommended while providing refusals in a message?

Which of the following must be true of a buffer for it to be effective?

List the steps for organizing a message conveying bad news to superiors.

When choosing a channel for delivering bad news, you should consider the type and complexity of the explanation.

Succeeding in Business Communication

Adapting Your Message to Your Audience

Building Goodwill

Planning, Composing, and Revising

Designing Documents

Communicating Across Cultures

Working and Writing in Teams

Sharing Informative and Positive Messages With Appropriate Technology

Crafting Persuasive Messages

Developing Job Application Materials

Interviewing, Writing Follow-Up Messages, and Succeeding in the Job

Creating Visuals and Data Displays

Writing Proposals

Writing Reports

Making Oral Presentations

Filters

Exam 9: Delivering Negative Messages

Which of the following is recommended while conveying bad news to customers?

Which of the following is recommended while providing refusals in a message?

Which of the following must be true of a buffer for it to be effective?

List the steps for organizing a message conveying bad news to superiors.

When choosing a channel for delivering bad news, you should consider the type and complexity of the explanation.

Succeeding in Business Communication

Adapting Your Message to Your Audience

Building Goodwill

Planning, Composing, and Revising

Designing Documents

Communicating Across Cultures

Working and Writing in Teams

Sharing Informative and Positive Messages With Appropriate Technology

Crafting Persuasive Messages

Developing Job Application Materials

Interviewing, Writing Follow-Up Messages, and Succeeding in the Job

Creating Visuals and Data Displays

Writing Proposals

Writing Reports

Making Oral Presentations

Filters