1. Communicating Negative News Effectively

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All businesses encounter difficulties and must deliver bad news. Bad news can be disappointing, irritating, and even maddening to the receiver of the message; consequently, such messages must be written carefully.

If the receiver of a negative message believes _______________ (what goes into the blank) , bad feelings can be reduced.

options:

A. the matter was handled fairly

B. the truth is obvious

C. the matter was inconsequential

Read the scenario, and then answer the question.

You are the owner of a cellular phone store. A customer recently sent a phone back that she bought from you. She claims the phone won’t turn on. After looking over the phone, you notice it has excessive water damage and is beyond repair. Additionally, the customer’s warranty expired three months ago. You need to explain this in a message to the customer.

What are your goals when communicating this message? Check all that apply.

A. Promise a refund.

B. Explain clearly and completely.

C. Be fair.

D. Convey empathy and sensitivity.

E. Place blame on the customer.

Read the scenario, and then answer the question.

You are the account manager for an Internet service provider. A customer contacts you and complains that her recent billing statement was incorrect. After looking over the statement, you determine that the customer is mistaken: the statement is correct.

What should you do before writing your message? Check all that apply.

A. Anticipate the effect your message will have on the receiver.

B. Analyze the bad-news situation.

C. Evaluate your tone.

D. Conduct any necessary research.

When composing negative messages, avoid language that could cause legal problems for you.

Read the scenario, and then answer the question.

You are the owner of a retail shop. One of your managers regularly calls employees and coworkers names like deadbeat and crook in her e-mails.

What should you review with this manager?

A. Abusive language

B. Careless language

C. The good-guy syndrome