3. Composing Effective Negative Messages
While it
may not be possible to make the receiver happy when you deliver bad news, you
can reduce bad feelings by structuring your message in a sensitive way. Most
negative messages take an indirect approach, using a buffer, providing reasons,
delivering the bad news with empathy, and closing pleasantly.
What
buffering technique are you using if you show in your opening that you care and
are concerned?
Best
news
Facts
Understanding
Points:
0 / 1
Close Explanation
Explanation:
You can
buffer your opening by showing your reader you care through an expression
of understanding. Make sure that your buffer is relevant and
concise and that it provides a natural transition to your explanation. Other
buffering techniques include offering a compliment, best news, appreciation,
agreement, and understanding.
Read the
sentence from a bad-news message, and answer the following question.
Company
policy restricts us from accepting two coupons for one item.
Why would
the preceding sentence result in resentment from your reader?
Readers
resent it when a company explains the logic behind a policy.
Readers
resent being treated as important individuals.
Readers
resent blanket policy statements prohibiting something.
Points:
0 / 1
Close Explanation
Explanation:
By
offering explanations instead of hiding behind company policies, you
demonstrate that your organization cares enough to treat its customers as
individuals. Readers expect a company to have policies; however, they are more
likely to accept the bad news if they understand the logic behind the rules or
policies.
Read each
scenario, and then answer the corresponding question.
You need
to compose a message to your department explaining that your company is being
acquired by a larger company, and you know this news will not be received well
by a number of employees. You begin the message with the facts. Then you
present an explanation of the situation by focusing on the benefits to the
employees.
What
techniques should you use to cushion the bad news? Check all that
apply.
Organize
the bad news using bullet points.
Position
bad news at the end of the paragraph.
Accentuate the positive.
Position
the bad news strategically between other sentences.
Points:
0.75 / 1
Close Explanation
Explanation:
To
improve the delivery of your bad news in this situation, accentuate the
positive by focusing on the benefits of the change. For example, if the
acquisition will provide improved benefits options for employees, mention this
positive information. Position the bad news strategically between other
sentences rather than highlighting it by placing it at the beginning or end of
the paragraph or by using bullet points.
Your
pharmaceutical company delivered the wrong shipment of medication to a chain of
pharmacies. You need to write to the pharmacies to acknowledge the mistake.
What tips
should you remember when writing the letter? Check all that apply.
Avoid responsibility.
Apologize
with sincerity.
Explain
how you will rectify the situation.
Make
misleading promises.
Points:
0.75 / 1
Close Explanation
Explanation:
When
apologizing, acknowledge the specific offense, accept responsibility, show
sincere remorse, explain what you will do to make things right, and express
what you will do to prevent a repeat of the problem in the future. Avoiding
responsibility or making misleading promises will lead to bad feelings and
misunderstandings.
The
company you work for is expanding and needs more office space. After reviewing
several contractors’ proposals, you decide on one.
When
writing to the other contractors, what could you include in your closing that
would help reduce negative feelings? Check all that apply.
A forward look
A
review of the bad news
A
canned ending
An expression of good wishes
Points:
0.75 / 1
Close Explanation
Explanation:
To
promote goodwill, close with a pleasant and personalized statement. Anticipate
future relations or business or include an expression of good wishes. Do not
close your message with a canned ending or a review of the bad news. Be sincere
and considerate.
Consider
the following scenario and bad-news message, and then answer the questions.
Clancy is
an administrative assistant for a classic car company specializing in Ford
Mustangs. The manager of the shop asks him to proofread a message she is going
to send to all employees.
Date: May
10
To: All
Employees
From:
Eileen Kitano, President, Classic Car Restoration Inc.
Subject:
Three Shelby Mustangs
You all
have to work overtime next week because we must have the three 1965 Shelby
Mustangs ready for one of our best clients.
We have
to make sure to use all original engine parts and to add a top-of-the-line
clear coat on each car. Additionally, the client included the original radios
for each car, so we have to install those, too.
I
apologize for any inconvenience, but, unfortunately, I am unwilling to make
exceptions to this request. I promise you all that your bonus checks will be
bigger at the end of the year!
What
critique can Clancy make of the body of the letter?
It fails to reveal reader
benefits.
It
reveals confidential reasons for the bad news.
It
provides no explanation.
Points:
0 / 1
Close Explanation
Explanation:
Readers are
more open to bad news if it will benefit them or someone or something else.
Eileen’s message provides an explanation but fails to highlight the benefits of
the news to the reader. This message does not reveal confidential reasons for
the bad news.
What error
should he identify in the closing of the letter?
It
offers good wishes.
It
invites further correspondence.
It makes a promise that might be
difficult to keep.
Points:
1 / 1
Close Explanation
Explanation:
Avoid
using careless language and making promises you might not be able to keep. Be
aware that what you say can be misinterpreted or result in a lawsuit. Instead,
offer good wishes or appreciation. This message does not invite further
correspondence.
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