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Exam 7: Negative Messages

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Question 31

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The desire to avoid mentioning the negative news is an appropriate reason for using the indirect strategy.

A) True
B) False

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Question 32

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Corbin 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 Corbin use for the parts of his message?

A) Bad news, explanation, reasons, and closing
B) Bad news, reasons, buffer, and closing
C) Buffer, reasons, bad news, and closing
D) Buffer, explanation, reasons, and closing

E) B) and C)
F) A) and D)

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Question 33

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When irate customers sound threatening and overstate their claims, you will have the most success in getting them to accept your explanations if you make your tone match theirs.

Opening a bad-news message with Thank you for your message  is considered an effective buffering strategy.

It is acceptable to place blame on the customer in denying a claim to protect the company from liability.

Smart business representatives always avoid calling an unhappy customer to resolve problems.

When workplace bad news involves one person or a small group nearby, you should generally deliver that news in person.

All of the following are effective techniques for softening bad news except

____________________ is the ability to understand and enter into the feelings of another.

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

The most important part of a bad-news message is the section that explains why a negative decision is necessary.

The key to ethical communication lies in the motives of the sender.

Smart managers deliver bad news to employees promptly and honestly because receiving bad news via the grapevine can seriously damage workplace morale.

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

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

The closing of a bad-news message may do all of the following except

If you have any further questions, please do not hesitate to call me is a professional way to close a refusal message.

If you are worried that the indirect strategy seems manipulative, you should use the direct strategy to break the bad news bluntly even though the direct strategy may cause hard feelings and pain.

The buffer in a bad-news message should

A bad-news message using the indirect strategy begins with a ____________________, which is a neutral but meaningful statement that encourages the reader to continue reading.