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Question
The direct approach is never used for negative messages.
Answer
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List three techniques for de-emphasizing bad news.
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What are the two benefits of stating the bad news at the beginning of a negative message?
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One way to deemphasize bad news is to embed it in the middle of a(n) ________.
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Avoid hiding behind ________ ________ to justify the bad news you are delivering in a negative message.
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When composing negative messages, it is important to use language that conveys respect and avoids a(n) ________ ________.
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Employees are more likely to accept negative news if it is delivered in ________, rather than in writing.
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If you must give an employee a negative performance review, it is best to avoid any positive comments since they might distract attention from all of the problems.
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One way to avoid being accused of defamation is to stick to the facts when communicating with customers.
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When you deliver bad news about business transactions (such as a delayed order shipment), you should always apologize to the audience.
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When writing negative messages, you should begin with a buffer to make the reader think that good news will follow.
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You can help establish the right tone in a negative message by using positive words rather than negative, counterproductive ones.
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When writing an employment termination letter, you should
A) include words that are open to interpretation, such as difficult and untidy.
B) clearly present the reasons for the action.
C) not get too caught up in trying to preserve a good relationship with the employee.
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A letter rejecting a job applicant should
A) avoid explaining why he or she was not selected.
B) point out the applicant's shortcomings.
C) be as personal as possible.
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Whether or not you should apologize when delivering bad news about transactions depends mainly on
A) how much the customer has purchased from your company in the past.
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When you are refusing a routine request, you
A) should always use the direct approach.
B) should invoke company policy if that is a possible out.
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Using the indirect approach, the negative news comes
A) immediately after the buffer.
B) immediately before the reasons.
C) immediately after the reasons.
D) at the very end.
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One way to be tactful when giving your reasons for bad news is to
A) explain why the decision is good for you and your company.
B) highlight, if possible, how your negative decision benefits the recipient.
C) explain that the decision is based on company policy.
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In the reasons section of a negative message, you should
A) present enough detail to make your conclusion compelling.
B) explain what your decision is before you explain why you have reached it.
C) apologize for the negative decision.
D) do all of the above.
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In a negative message organized using the indirect approach, the reasons that justify the negative decision
A) are so obvious that you don't need to mention them.
B) come directly after the buffer and follow naturally from it.
C) should be glossed over quickly.
D) should be long and roundabout to cushion the negative aspects.