CH.8 GEB – Flashcard
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use general language to cushion the negative news.
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To achieve the goals of a bad-news message, you should
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the reader is not likely to have an emotional response.
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You should use the direct approach for a bad-news message if
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maintaining the reader's goodwill
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Which of the following is a purpose of a bad-news message?
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say no or convey other bad news.
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One of the objectives of a bad-news message is to
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reader's personality.
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Content and organization of a bad news message is affected by all of these except the
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when giving bad news to subordinates.
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The direct organizational plan is used in all of the following circumstances except
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supervisors.
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The indirect approach should be used in bad-news situations when writing to all of the following people except
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state the information in language as positive as possible.
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When you use the direct plan for a bad-news message, you should
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A buffer should be off the topic to avoid direct confrontation.
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The following conditions for a buffer for a bad-news message are true except
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lessen the effect of negative news.
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The purpose of a buffer is to
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controversial
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Which of the following is not a characteristic of an effective buffer for a bad-news message?
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We appreciate your long-standing interest in our products.
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Which of the following is the most effective buffer?
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cliché
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Which of the following would not make a good buffer?
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state how refusing the idea will benefit the reader.
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One way to justify your decision in a bad-news message is to
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the rationale should take up most of the message.
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When rejecting an idea because it is not in your company's best interests
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provide a short explanation and let it go at that.
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When granting a request is simply not in your company's best interests
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explanation
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The _____ should take up the bulk of a bad-news message.
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Use company policy to reinforce reasons.
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Which of the following should not be a practice in discussing rationale in a bad-news message?
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placing it in the middle of a paragraph, including it in the same sentence with a reason, stating it in positive language, stressing what you can do instead of what you can't do, doing all of these, *DOING ALL OF THESE*.
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You can subordinate bad news by
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not apologize for conveying the bad news.
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When conveying negative news, you should
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You can order replacement paper trays from Computer Graveyard by calling 555-3391.
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Which of the following is the most effective closing paragraph in a bad-news message?
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Our company is unable to move ahead on new projects at this time.
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Which of the following is an example of neutral or positive language you might use to convey bad news about rejecting an idea?
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introducing it after the words but and however.
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When using the indirect organizational plan, you can communicate the bad news by doing all of the following except
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Once our budget allows for equipment upgrades, we will be to handle this type of project.
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Which of the following sentences would be most effective in a letter communicating the bad news that an employee's idea is being rejected?
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an apology
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Of the following, the least effective way to end a bad-news message is to offer
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invite further correspondence.
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One strategy you should not use when refusing a customer's claim is to
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sounding sincere, friendly, and helpful.
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All of the following are problems to avoid when ending a bad-news message except
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provide all the information the reader needs to follow through.
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A key factor in offering a counterproposal is to
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Consider that the reader is unsure of the response.
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All the following are true when you must reject a person's idea or proposal except:
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the person probably has invested a considerable amount of time developing the idea.
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Rejecting someone's idea or proposal can be extremely challenging because
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a significant favor and use the indirect organizational plan.
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Your manager asks you to take her place and prepare a speech for next Tuesday's community fund drive. Because your in-laws are arriving that night, you write a note refusing this request for
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mention your refusal in the first paragraph.
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One general guideline for writing a message saying that you are not granting a routine favor is to
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offer a buffer before saying no.
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When refusing a request for a significant favor, you should
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use a polite buffer and explain your rationale in a few words.
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When you use the direct organizational plan in a message refusing a small favor, you should
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a significant favor and use the indirect organizational plan.
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Your manager asks you to take his place at a monthly industry dinner Tuesday evening, but your in-laws arrive that night. You write a note refusing this request for
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may lose the reader's goodwill.
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One reason to avoid refusing a claim in the first paragraph is that you
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Do not imply your company holds any responsibility.
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All of the following about refusing a claim are correct except
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place it before or make it a part of the closing.
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If you want to offer a compromise rather than reject a customer's claim, you should
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not appear to accept responsibility for the problem.
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In explaining the reasons for a claim refusal, the writer should
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to restate some of the benefits that led the reader to purchase the product in the first place, if you want the reader to continue to be a customer, if the resale doesn't sound so strong it might annoy an already unhappy customer, to rebuild the customer's confidence in the product, *ALL OF THESE*
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Resale in a claim refusal may be appropriate in which of the following situations?
