Please enter something

Ch. 7 Business Comm.

question

The sting of bad news
answer

Can be reduced by giving reasons and communicating sensitively.
question

The Indirect Pattern
answer

Softens the impact of bad news by giving reasons and explanations first.
question

The Direct Pattern
answer

Appropriate when the receiver might overlook the bad news, when directness is preferred, when firmness is necessary, and when the bad news is not damaging.
question

Writing Process
answer

Following this is especially important in crafting bad-news messages because of the potential consequences of poorly written messages.
question

Abusive Language
answer

Can be legally actionable when it is false, harmful to the person’s good name, and “published.”
question

Careless Language
answer

Includes statements that could be damaging or misinterpreted.
question

Avoid
answer

Statements that make you feel good but may be misleading or inaccurate.
question

Organizational Stationery
answer

Used for official business only, and beware of making promises that can’t be fulfilled.
question

To Reduce Negative Feelings
answer

Use a buffer opening for sensitive bad-news messages.
question

Openers can Buffer the Bad News
answer

With compliments, appreciation, agreement, relevant facts, and understanding.
question

An Apology
answer

An admission of blameworthiness and regret for an undesirable event.
question

Empathy
answer

Involves understanding and entering into the feelings of someone else.
question

Bad-news Messages
answer

Should explain reasons before stating the negative news.
question

Readers
answer

They accept bad news more readily if they see that someone benefits.
question

Techniques for Cushioning Bad News
answer

Include positioning it strategically, using the passive voice, implying the refusal, and suggesting alternatives or compromises.
question

Closing to Bad-news Messages
answer

Include a forward look, an alternative, good wishes, freebies, resale information or sales promotion.
question

The Reasons-Before-Refusal Pattern
answer

Works well when turning down requests for favors, money, information, or action.
question

Internal Request Refusals
answer

Focus on explanations and praise, maintaining a positive tone, and offering alternatives.
question

When a customer problem arises and the company is at fault.
answer

Many businesspeople call and apologize, explain what happened, and follow up with a goodwill letter.
question

In Denying Claims
answer

Writers use the reasons-before-refusal pattern to set an empathic tone and buffer the bad news.
question

Goals when refusing credit
answer

Include maintaining customer goodwill and avoiding actionable language.
question

Bad News
answer

Whether delivered in person or in writing, it is usually better received when reasons are given first.
question

When you must deliver bad news in person.
answer

Be sure to gather all the information, prepare, and rehearse.
question

Organizations can sustain employee morale
answer

By communicating bad news openly and honestly.
question

The Indirect Strategy
answer

Unethical only if the writer intends to deceive the reader.