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 knowsthe reasons for the rejection   , bad feelings can be reduced.

Points:

1 / 1

Close Explanation

Explanation:

Even when the receiver knows the sender of the message and the truth of the matter, bad feelings can arise from receiving bad news. In fact, bad news can be even more disappointing when an individual is aware of the problem or has a good relationship with the sender. 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.

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.

Convey empathy and sensitivity.

Promise a refund.

Be fair.

Explain clearly and completely.

Place blame on the customer.

Points:

1 / 1

Close Explanation

Explanation:

When communicating bad news to the customer (or in general), you should establish these goals: Explain clearly and completely, project a professional image, convey empathy, be fair, and maintain friendly relations. Promising a refund or placing blame on the customer should not be your goal when conveying any bad news. In this case, a refund is not feasible, and placing blame on the customer would build negative feelings. While it may be the customer’s fault that her phone doesn’t work, you should focus on the alternatives and the continued business relationship rather than on the customer’s actions.

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 manager of a large restaurant. A charity organization asks you to donate money. You’ve already donated your budgeted amount for the year and will not be able to contribute.

What should you do after you’ve composed a draft of your bad-news message to the charity? Check all that apply.

Jot down reasons that explain the bad news.

Determine which strategy to use.

Proofread for format, punctuation, and spelling.

Review your message and determine whether it is too subtle or too blunt.

Points:

0.75 / 1

Close Explanation

Explanation:

After you’ve drafted your message, it is time to move on to Phase 3 of the writing process when you revise, proofread, and evaluate your message. During this phase, you should determine whether your message is too subtle or too blunt and proofread for format, punctuation, and spelling. You should determine which organizational strategy to use during Phase 1 of the writing process and jot down reasons that explain the bad news during Phase 2.

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?

The good-guy syndrome

Abusive language

Careless language

Points:

1 / 1

Close Explanation

Explanation:

You need to review abusive language with this manager. Defamation is the legal term for false statements that harm an individual’s reputation. Abusive language is considered libel when written and slander when spoken. If an employee saw the e-mails sent by the manager, he or she might consider it libel, and the manager and the business could face legal problems. Reviewing what actionable abusive language is could help your manager and your company avoid trouble.