Chapter 7

As a Human Resources representative, Laura must inform Matt that his vacation request for August is not approved. Which of the following should she do?

• Plan the message strategically.
• Ask the CEO to send the message
• Ask the CEO to send the message
• Leave out an explanation about why she cannot approve requested dates

Answer explanation

Because bad news can disappoint, irritate, and sometimes anger a receiver, such messages must be constructed carefully and be explained clearly and completely.

The bad feelings associated with disappointing news can be reduced if the receiver feels that the news was revealed sensitively, believes that the matter was treated seriously and fairly, and _______.

• knows the reasons for the rejection clearly
• learns of the bad news directly
• understands the legal implications of the bad news
• understands the legal implications of the bad news

Answer explanation

The bad feelings associated with disappointing news can generally be reduced if the receiver (a) knows the reasons for the rejection, (b) feels that the news was revealed sensitively, and (c) believes that the matter was treated seriously and fairly

Business communicators have many goals in conveying negative news. These goals include explaining clearly and completely, conveying empathy and sensitivity, and _______. a. lightening the negative situation with h

• lightening the negative situation with humor
• being vague in order to reduce liability
• using technical vocabulary to establish yourself as the expert
• projecting a professional image

Answer explanation

When revealing bad news, business communicators should strive to explain the bad news clearly and completely, project a professional image, convey empathy and sensitivity, be fair, and maintain friendly relations.

To project a professional image when sending a negative message, you should _______

• respond briefly without providing details
• readily accept all blame
• use forceful language
• . control your emotions

Answer explanation

To project a professional and positive image for you and your organization, use polite language, control your emotions, and respond with clear explanations of why a negative message was necessary. When appropriate, accept blame and apologize; however, strive to do so without creating legal liability for your organization or yourself.

Readers are more likely to accept negative news when _______.

• the writer uses strong, forceful language
• they feel that the decision was fair, impartial, and rational
• the writer refers repeatedly to company policy
• the message is delivered via phone rather than writing

Answer explanation

Receivers are far more likely to accept negative news when they feel that the decision was fair, impartial, and rational.

. Which of the following statements about writing to convey negative news is correct?

• Negative messages should never accept blame.
• Negative messages should aim to end the communication by having
• Even experienced communicators are sometimes unsuccessful in meeting the goals related to negative messages.
• Negative messages should be written with an aggressive tone to show dominance in the situation.

Answer explanation

Even as an experienced business communicator, you may not be successful in achieving all the goals related to writing a negative message. However, the goals in the chapter can help you convey the news sensitively and safely

When writers must convey bad news, they must carefully consider the purpose, context, and _______. a. flexibilit

• flexibility
• communication channel
• audience
• total number of words they use

Answer explanation

To successfully convey bad news, writers must carefully consider the purpose, context, and audience.

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

• Ask his supervisor to write and send the message since she has more authority.
• Gather information about his reasons for not meeting the deadline.
• Write the opening of his message.
• Analyze the bad news to see how it will affect his reader.

Answer explanation

First, Taylor should analyze the bad news so that he can anticipate its effect on the receiver. This analysis will help him choose techniques and words to reduce the pain of the bad news.

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

Answer explanation

Use the direct strategy when firmness is necessary. All other answer choices require the indirect strategy.

Which of the following bad-news messages should be organized using the 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 may

Answer explanation

Use the direct strategy to announce the change of business services because your audience may otherwise ignore this information. All other topics should use the indirect strategy because they are likely to provoke hostile responses or cause personal upset.