Chapter 7 BE

Which of the following sentences to employees best explains the reasons for a reduction in a company workforce?

• Because of a decrease in sales, the number of employees will need to be reduced, which we know will affect all of you.

• The decision cannot be changed.

• We did everything possible to prevent this from happening.

• Although we would like to retain our current workforce, we have no choice but to reduce the number of employees.

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CCSS.RI.8.1

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When writers must convey bad news, they must carefully consider all of the following except the

• purpose

• total number of words they use

• context

• audience

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CCSS.RI.11-12.10

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The buffer of a bad-news message is a

• denial of the requested action

• statement that reduces shock or pain and encourages the receiver to continue reading

• statement completely unrelated to the bad news so that receivers will not know that bad news is coming.

• hint that good news will follow

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CCSS.RI.11-12.10

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Which of the following is the most important part of a negative message?

• The bad news itself

• a neutral buffer

• a positive, forward-looking closing

• an explanation of the reasons for the bad news

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CCSS.RI.11-12.10

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When you must deliver bad news to one person or a small group, you should usually

• wait at least one week so that you can formulate your thoughts

• deliver the message in person

• address the issue in a department meeting

• send an anonymous letter

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CCSS.RI.11-12.10

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The buffer in a bad-news message to employees should

• be a neutral or positive statement that transitions to the reasons for the bad news

• provide information about an alternative if one exists

• mention reader benefits related to the reasons for the denail

• explain the organization's side of the story

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CCSS.RI.11-12.10

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Human Resource Specialist Julie Woodard must inform employees of a major reduction in health care benefits. When delivering this announcement, she should apply all the following techniques except

• be honest

• deliver the news personally, if possible

• inform the employees promptly

• let the employees find out through the office grapevine/gossip

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CCSS.RI.11-12.10

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Which of these messages most effectively conveys empathy in a bad-news message?

• You have every right to be disappointed. I am truly sorry that our product failed to perform as expected.

• I am deeply saddened that your service failure disrupted our sale, and we will do everything in our power to improve our future performance.

• We did not intentionally delay the shipment, and we will not accept the disappointment and frustration you have expressed.

• It is with great regret that we must take this step, but you have left us no choice.

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CCSS.RI.11-12.3

CCSS.RI.11-12.5

CCSS.RI.8.3

CCSS.RI.9-10.3

CCSS.RI.9-10.5

What is the best advice for presenting the bad-news portion of your negative message to employees?

• Use subjective language.

• Position the bad news so that it does not stand out.

• Place the bad news in the first sentence of a paragraph.

• Strive to sugarcoat the message to ease the employees' pain.

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One of your goals in sending messages is to project a professional and positive image. One technique is to project the proper image is by

• controlling your emotions

• using forceful or aggressive language.

• employing an irate tone

• responding briefly without providing clear details

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