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 provide objective information in your
opening?
Facts
Best
news
Compliment
Points:
1 / 1
Close Explanation
Explanation:
You can
buffer your opening by including facts that introduce the bad
news with objective information. 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.
When
presenting your reasons or explanations in a bad-news message, when is it
appropriate to be specific?
When the reasons or explanations
are confidential but won’t create legal liability
When
the reasons or explanations will allow you to appear as the “good guy”
When
the reasons or explanations are not confidential and will not create legal
liability
Points:
0 / 1
Close Explanation
Explanation:
When the
reasons and explanations are not confidential and will not result in legal
liability, you can be specific. A clear and specific explanation will reduce
feelings of ill will and improve reader acceptance.
Read each
scenario, and then answer the corresponding question.
You
recently interviewed a candidate for a position in your sales department.
However, another candidate was more qualified. You want to soften the bad news
of rejection for the candidate.
What
techniques should you use to cushion the bad news? Check all that
apply.
Close with good wishes.
Buffer
the opening.
Say
whatever makes you appear as the “good guy.”
Invite further correspondence.
Points:
0.75 / 1
Close Explanation
Explanation:
To soften
the rejection, you should buffer your opening. A buffer will provide a space to
include a meaningful but neutral statement, and it will transition your reader
smoothly to an explanation. Close the letter with a pleasant statement that
promotes goodwill. Avoid the good-guy syndrome, which can lead to making
unrealistic statements. While you want to maintain goodwill, it is not always a
good idea to invite correspondence since the decision is not negotiable.
You left
work on Thursday evening and forgot to turn in a report that was due that day
to your manager. You decide you need to compose an apology.
What
should you do when composing the message? Check all that apply.
Avoid
suggesting a remedy.
Ignore
the feelings of the receiver.
Accept responsibility for the
mistake.
Apologize
with sincerity.
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. Ignoring the
feelings of your receiver is not considerate and may damage your relationship
with your manager. Do not avoid suggesting a remedy; you want your manager to
understand what you will do to rectify the situation.
A
customer recently wrote your bakery a letter complaining that the cherry scones
were too crumbly and dry. Although the customer already ate all the scones, he
is demanding a full refund. Your company does not honor refunds on food that
has been consumed.
What
could you include in the closing of your response to restore confidence? Check
all that apply.
An alternative product
A freebie or promotional
discount
A
defensive remark
A
statement of company policy regarding refunds
Points:
0.25 / 1
Close Explanation
Explanation:
When
customers complain about food products, it is a good idea to offer promotional
coupons, freebies, or an alternative product. This technique will help restore
confidence and promote future business. You will not promote goodwill by taking
a defensive position or by ending the message with an impersonal review of
company policy.
Consider
the following scenario and bad-news message, and then answer the questions.
Bob 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: Cho
Gaffney, 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.
What
critique can Bob make of the closing of the letter?
It offers a negative-sounding
apology.
It
closes with a forward look.
It
positions the bad news effectively.
Points:
1 / 1
Close Explanation
Explanation:
Sincere
apologies work. People dislike apologies that sound insincere or hollow. Close
your message with a forward look, and position the bad news effectively.
What
error should he identify in the body of the letter?
It
is too specific.
It fails to include reader
benefits.
It
uses negative language.
Points:
1 / 1
Close Explanation
Explanation:
The body
of this message fails to provide a clear explanation that highlights reader
benefits. Such an explanation reduces bad feelings and improves the chances
that your reader will accept the bad news easily. The body of this message
doesn’t use negative language or provide too many specifics.
No comments:
Post a Comment