EL321 Negative messages

You will use the direct strategy for your message when the bad news is not damaging, when the receiver might overlook the bad news, when directness is preferred, and when __________

• the bad news threatens the customer

  relationship.

• the bad news is unexpected.

• firmness is necessary.

• the bad news will provoke a hostile

  reaction.

Which of the following bad-news letters is best suited to a direct strategy?

• An announcement of changes in business services

• A layoff notice for a long-time employee

• A denial of benefits on an insurance claim to an angry customer

• A notice of an unexpected plant closure to the city council and mayor

You can reduce the receiver's bad feelings by ensuring your receiver that you have revealed the news sensitively, treated the matter seriously, made the decision fairly, and __________

• explained the reasons for the rejection clearly.

• revealed the bad news directly and bluntly.

• explained the legal options.

• delivered the bad news via certified mail.

Using the indirect strategy to prepare the reader in a bad-news message __________

• shows insensitivity to your reader.

• allows you to confuse or distract the reader.

• helps you keep the reader's attention

  until you can explain the reasons for the bad news.

• demonstrates your ability to vary your strategies.

One of the first steps you will take before delivering negative news is __________

• checking for sensitive language.

• analyzing how your receiver will react to this news.

• drafting your message.

• identifying who is to blame for the problem.

Lee Hong must inform employees that overtime pay will be reduced from the current 2.0 factor to a 1.5 factor. Because he anticipates a hostile reaction, which of the following sequences should Lee Hong use for the parts of his message?

• Bad news, explanation, reasons, and goodwill closing

• Bad news, reasons, buffer, and goodwill closing

• Buffer, reasons, bad news, and goodwill closing

• Buffer, explanation, reasons, and goodwill closing

The direct pattern, with the bad news first, would be appropriate when you are __________

• cancelling your weekly sales meeting.

• informing employees of a major increase in their health insurance premiums.

• turning down a request for a charitable contribution.

• denying a customer's request for a credit increase but wanting to continue business with the customer.

Joey must send a bad-news message to a client, telling her that he will be unable to meet a delivery deadline. What should Joey do first?

• Select a soothing color of stationery for the message.

• Gather information about his reasons for not meeting the deadline.

• Write his buffer statement.

• Analyze the bad news to see how it will affect his reader.

Which of the following techniques would be most effective in buffering bad news?

• Keeping the reader off-guard by opening with unrelated information

• Opening with your subjective reasons for refusal

• Starting with the best news

• Apologizing in the closing with a statement like We are deeply sorry

Porter Grace, RN, is declining an invitation to speak about the health benefits of juice bars at the fall conference of the Health and Fitness Trainers Association (HAFTA). Which of the following is the most effective buffer?

• I must decline HAFTA's invitation to speak at its fall conference.

• Because you requested only the benefits of juice bars, as a registered nurse I am not the speaker you need; perhaps you should contact a juice-bar salesperson.

• I am delighted to receive your invitation to speak about health benefits of juice bars at HAFTA's fall conference!

• HAFTA members must be looking forward to your annual fall conference to be held in Phoenix this year.