Mana (Chapter 8) – Flashcards
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To achieve the goals of a bad-news message, you should do what?
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Make your decisions clear, help audience to accept the message, maintain a goodwill relationship, prevent unnecessary discussion, and preserve company image.
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When you use the direct plan for a bad-news message, you should what?
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Present bad news immediately
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Use the indirect plan when writing about bad news to which people?
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Employees, customers, readers, and people you don't know
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The purpose of a buffer is to what?
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Eases the bad news
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Which of the following is a characteristic of an effective buffer for a bad-news massage?
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Relevant, neutral, interesting, short, supportive
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An example of a misleading statement would be:
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Saying something but not meaning it
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Compared to face-to-face meetings, email does have some advantages for delivering bad news such as what?
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Can be documented as proof, allows proofreading so that message is clear.
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One way to justify your decision in a bad-news message is to what?
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Focus on the reasons, and not the bad news. (Some type of benefits)
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What would be considered an effective buffer?
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"How could it be improved?"
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What is an example of neutral or positive language you might use to convey bad news about rejecting an idea?
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Put a positive spin (We are cutting costs)
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When using the indirect organizational plan, you can communicate the bad news by doing what?
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You present the reasons first, then the bad news
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What is the most effective closing sentence for a bad-news message?
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Close on a positive note and be helpful, while not referring to the bad news.
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What are some effective closings for a bad-news message?
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Referral, Appreciation
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Writing a message in which you reject someone's idea can be a challenge because what?
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That person may have worked really hard on it.
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What kind of sentences would be most effective in a letter communicating the bad news that an employee's idea is being rejected?
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Sentences with positive or neutral messages since the employee worked hard.
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When refusing a request for a significant favor, you should do what?
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Direct organizational plan with a buffer before it.
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Email is often used in business for conveying internal bad news and is affective in that it what?
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Allows sender to proofread and keeps documentation of the event
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In explaining your reasons for refusing a claim, you should what?
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Accept responsibility, or at least appear to
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One reason to avoid refusing a claim in the first paragraph is that you what?
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You need to place a buffer so you don't turn the reader off
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If you want to offer a compromise rather than rejecting a customer's claim outright, you should?
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Just before the closing, last paragraph
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You can use the direct plan in a bad-news announcement if what?
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If the reader will not be personally disappointed
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The purpose of including both personal and impersonal language in a bad-news message is what?
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Separate them from the bad news
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Assume that you must write a memo to company employees announcing that the Internal Revenue Service has filed suit against the company. What sentences would most effectively reassure your readers?
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Tell what you're planning on doing, or that you are making a plan
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To retain the reader's goodwill you should?
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Use positive language, stressing what you can do
