Essentials of Business Communication Chapter 7 – Flashcards

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actionable
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Likely to result in a lawsuit
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agreement
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A form of buffer that makes a relevant statement with which both reader and receiver can agree
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alternative
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A compromise or substitute, often included when delivering bad news; also called a compromise
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apology
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An admission of blameworthiness and regret for an undesirable event
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appreciation
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A form of buffer that conveys thanks to the reader for doing business, for sending something, for conveying confidence in your organization, for expressing feelings, or for providing feedback
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bad news
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The part of a bad-news message that provides a clear but understated announcement of the bad news that might include an alternative or a compromise
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best news
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A form of buffer that starts with the part of the message that represented the best news
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buffer
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The part of a bad-news message that introduces the message with a neutral statement that makes the reader continue reading
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claim denial
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A message that refuses a customer or employee claim for adjustment
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closing
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The part of a bad-news message that ends with a warm, forward-looking statement that might mention good wishes, gifts, or sales promotion
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compliment
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A form of buffer that praises the receiver's accomplishments, organization, or efforts
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compromise
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A compromise or substitute, often included when delivering bad news; also called an alternative
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credit refusal
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A message that denies credit to prospective customers
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empathy
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The ability to understand and enter into the feelings of another
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explanation
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The section of a bad-news message that explains why a negative decision is necessary; the most important part of a bad-news letter; also called reasons
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facts
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A form of buffer that provides objective information that introduces the bad news
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freebies
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Items such as coupons, samples, or gifts that companies send to customers to restore confidence or to promote future business
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implying
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Avoiding a direct statement of refusals. Used when reasons and explanation leave no doubt that a request has been denied
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negative message
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A message that delivers bad news to customers, clients, employees, and other audiences
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reader benefits
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Showing readers how the bad news may help them, even indirectly
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reasons
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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
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request refusal
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A message written to turn down a request for favors, money, information, or action
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resale
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The process of reassuring customers that their choices were good ones
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sales promotion
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A statement that attempts to convince a customer to purchase goods or services
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understanding
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A form of buffer that shows the writer cares about the reader
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