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.

1. Communicating Negative News Effectively

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 believesthe matter was handled fairly   , bad feelings can be reduced.

Points:

1 / 1

Close Explanation

Explanation:

Even when the receiver believes the matter is inconsequential or the truth is obvious, he or she may not receive the bad news well. Be sure to reduce the bad feelings associated with negative messages by making sure that the receiver knows the reasons for the rejection, feels the news was revealed sensitively, and believes the matter was handled fairly.

Read the scenario, and then answer the question.

A candle-making company’s wax supplier goes out of business, and the new supplier charges more for shipping and handling. Because of this, the company decides to raise its prices. Customers need to be informed of this price increase.

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

Promise rebates.

Project a professional image.

Encourage further correspondence.

Maintain friendly relations.

Be fair.

Points:

0.6 / 1

Close Explanation

Explanation:

When communicating bad news to your customers (or in general), you should establish these goals: Explain clearly and completely, project a professional image, convey empathy, be fair, and maintain friendly relations. Don’t make promises you can’t keep, such as future rebates, or encourage further correspondence. In this case, you may not be in the financial position to offer rebates or other special offers. If you encourage further correspondence, customers may mistakenly believe that you are open to negotiating prices.

Thinking through the entire writing process is especially important when you are delivering bad news. The way bad news is revealed determines how it is accepted. Thus, you should carefully follow the 3-x-3 writing process to be sure that your message is well planned and delivered.

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.

Evaluate your tone.

Analyze the bad-news situation.

Conduct any necessary research.

Anticipate the effect your message will have on the receiver.

Points:

0.75 / 1

Close Explanation

Explanation:

Phase 1 of the writing process requires you to analyze the bad-news situation, anticipate its effect on the receiver, and adapt your message accordingly. In this case, you can anticipate that the news may upset the reader and that the reader might feel defensive about being incorrect. Thus, you will want to shape your message so that it does not come off as accusatory or dismissive. Research is part of Phase 2 of the writing process and should be completed after you have analyzed, anticipated, and adapted your message. You should evaluate the tone of your message during Phase 3.

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

Read the scenario, and then answer the question.

You are a customer service representative for a mobile phone manufacturer. You are responsible for sending out claim rejection messages. The intern assigned to you recently sent out a claim rejection letter denying a product replacement. The intern wrote, “Even though you laundered the phone in the washing machine, it isn’t really your fault the phone is broken. Sometimes these phones are cheap and just don’t work right. Nevertheless, since your warranty has expired, we will not replace your phone.”

What advice should you give the intern?

Avoid careless language.

Avoid the good-guy syndrome.

Avoid abusive language.

Points:

0 / 1

Close Explanation

Explanation:

The intern should avoid the good-guy syndrome. The intern is guilty of the good-guy syndrome when she says that the broken phone is not the customer’s fault because the company’s phones can be cheap and can function poorly. To make herself look better and to make the customer feel better, the intern makes the company take on excessive responsibility for the problem. Be mindful of what you are saying when delivering bad news. At work, your words and opinions reflect those of your company. Don’t risk a lawsuit by trying to appear as the good guy.