Chapter 7 - ESP2

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.
• Wait two weeks before sending the message.
• Leave out an explanation about why she cannot approve requested dates.

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 clearlylearns of the bad news directly
• learns of the bad news directly
• understands the legal implications of the bad news
• receives the bad news via certified mail

3. 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

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

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 the final word.
• 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

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

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

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.

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 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 mayor