Bad-news messages

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

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

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

• Flexibility

• Communication channel

• Audience 
  

• Total number of words they use

1. 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

1. A device to reduce the shock or pain of bad news is called a(n) _______. 

• explanation 
  

• adjustment

• buffer 

• deflector

1. The primary benefit of using the indirect strategy to communicate bad news is that it _______. 

• demonstrates your writing abilities 
  

• ensures that your reasoning will be read while the receiver is still receptive 

• disguises the bad news 

• places the bad news before the explanation

1. The primary difference between ethical and unethical communicators is that unethical communicators _______. 

• intend to deceive

• don't analyze their purpose for a message 

• sign someone else's name to their messages 

• take a reader-center approach

1. In announcing negative news to employees, where should you place an alternative, when one exists? 

• The opening

• The body 

• The closing 

• You should never provide an alternative in a bad-news message

1. One of the goals of delivering bad news is to regain the confidence of the receiver. 

• True

• False

1. Business communicators have many goals in conveying negative news. These goals include explaining clearly and completely, conveying empathy and sensitivity, and _______.

• 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