Chapter 7 Flashcards
(26 cards)
What should Laura do when informing Matt that his vacation request for August is not approved?
Plan the message strategically.
How can bad feelings associated with disappointing news be reduced?
The receiver should know the reasons for the rejection clearly.
What are some goals of business communicators when conveying negative news?
These include explaining clearly and completely, conveying empathy and sensitivity, and projecting a professional image.
How can you project a professional image when sending a negative message?
Control your emotions.
When are readers more likely to accept negative news?
When they feel that the decision was fair, impartial, and rational.
What is a correct statement about writing to convey negative news?
Even experienced communicators are sometimes unsuccessful in meeting the goals related to negative messages.
What must writers consider when conveying bad news?
They must carefully consider the purpose, context, and audience.
What should Taylor do first when sending a bad-news message to a client?
Analyze the bad news to see how it will affect his reader.
When should you 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 firmness is necessary.
Which bad-news message should be organized using the direct strategy?
An announcement of changes in business services.
What does using the indirect strategy to prepare the reader in a bad-news message do?
It helps you keep the reader’s attention until you can explain the reasons for the bad news.
When does the indirect strategy work best?
When the bad news is personally upsetting, when the news will prompt a hostile reaction, and when the message arrives unexpectedly.
What is a device to reduce the shock or pain of bad news called?
A buffer.
What sequence should Corbin use for his message about reducing overtime pay?
Buffer, reasons, bad news, and closing.
What is the primary benefit of using the indirect strategy to communicate bad news?
It ensures that your reasoning will be read while the receiver is still receptive.
What is the primary difference between ethical and unethical communicators?
Unethical communicators intend to deceive.
Which approach to using the indirect strategy in delivering bad news is unethical?
Burying the bad news late in the message to misrepresent the truth.
What should the buffer in a bad-news message contain?
Information that encourages the receiver to continue reading.
What is an effective way to begin a bad-news message to a customer using the indirect strategy?
Revealing the best news.
What is an effective buffer for Porter Grace, RN, declining an invitation?
HAFTA members must be looking forward to the annual fall conference in Phoenix this year.
What is an appropriate suggestion for apologizing in a negative-news message?
Be sincere and explain what you will do to prevent recurrence.
What is an effective example of integrating an apology into the buffer?
We sincerely apologize for the problems you experienced with your espresso machine. To prevent recurrence of this problem, we will recalibrate the heating element at no charge to you.
What is the ability to understand and enter into the feelings of another called?
Empathy.
