Chapter 9

Question 1

Three Goals for Conveying Bad News

Answer 1

1) Convey bad news; 2) gain acceptance when you to convey, 3) maintain as much goodwill as possible, maintain a good image for your organization, reduce/eliminate the need for future correspondence on the matter

Question 2

Straightforward Neg Messages

Answer 2

rejecting a job applicant

Question 3

Complicated Neg Messages

Answer 3

drafting negative performance review

Question 4

Direct Approach Uses

Answer 4

Firmness is needed, bad news won’t come as a shock, situation is routine or minor, audience prefers bad news first

Question 5

Indirect Approach Uses

Answer 5

Audience will be surprised, Audience will be displeased, audience is emotionally involved

Question 6

Structure for Indirect Approach

Answer 6

Bad news, reasons, positive close

Question 7

Structure for Direct Approach

Answer 7

Buffer, Reasons, Bad News, Positive Close

Question 8

Negative Word Exs

Answer 8

Doesn’t, won’t, our fault, dissatisfied, shocked, unfortunately, wrong

Question 9

Advantages of Stating the bad news at the beginning

Answer 9

makes shorter messages possible, allows the audience to reach the main idea of the message in less time

Question 10

Direct Approach:

Answer 10

used when the audience is aware of the possibility of negative news, when the reader is not emotionally involved in the message, when you know threat the reader would prefer bad news first, know firmness is necessary

Question 11

Indirect Approach:

Answer 11

when the news is likely to come as a shock, when you’re audience has a high emotional investment in the outcome, when you want to maintain a good relationship with the audience

Question 12

Creating Negative Messages Steps

Answer 12

(A) Choose the better approach Direct/indirect; (b) For indirect approach open with buffer; (c) provide reason and additional information; (d) Clearly state the bad news; (e) close on a respectful note

Question 13

Goals for handing bad news with transactions:

Answer 13

1) modify the customer’s expectations, 2) explain how you plan to resolve the situation, 3) repair whatever damage might have been done to the business relationship

Question 14

Agreement (Buffer)

Answer 14

Find a point on which you and the reader share similar views

Question 15

Appreciation (Buffer)

Answer 15

Express sincere thanks for receiving something

Question 16

Cooperation (Buffer)

Answer 16

Convey your willingness to help in any way you realistically can

Question 17

Fairness (Buffer)

Answer 17

Assure the reader that you are closely examined and carefully consider the program, or mention an appropriate action that has already been taken

Question 18

Good News (Buffer)

Answer 18

Start with the part of your message that is favorable

Question 19

Praise (Buffer)

Answer 19

Find an attribute or an achievement to compliment

Question 20

Resale (Buffer)

Answer 20

Favorable discuss the product or company related to the subject of the matter

Question 21

Understanding (Buffer)

Answer 21

Demonstrate that you understand the reader’s goals and needs

Question 22

Refusing Claims

Answer 22

Use Indirect approach, understand the full nature of the complaint, explain the refusal, avoid any appearance of defamation, end positivity

Question 22

Ways to improve employee performance

Answer 22

(1) emphasize and clarifying job requirements; (2) giving employees feedback on their efforts toward fulfilling those requirements; 3) guiding continued effects by developing a plan of actions

Question 23

Writing Negative Employment Messages Uses

Answer 23

A) Refusing Request for Employee References and Recommendations; B) Rejecting Job Applicants; C) Giving Negative Performance Reviews; D) Termination Employment

Question 24

Refusing Requests for References

Answer 24

Don’t feel obligation to write a recommendation letter, take a diplomatic approach, compliment accomplishments, suggest alternatives

Question 25

Rejecting Job Applicants

Answer 25

Avoid being blunt, don’t mislead the reader in your buffer, avoid explaining why no, and give alternatives

Question 26

Giving Neg Performance Reviews

Answer 26

Keep job descriptions up to date, evaluate all employees consistently, focus on problem resolution, use nonjudgemental language

Question 27

Terminating Employment

Answer 27

State your reasons accurately, avoid statements that might expose your company to wrongful termination, consult the lawyers, deliver letter in person