Communications - Chapter 9

Question 1

What are 5 goals in communicating negative news?

Answer 1

1. Explain clearly and completely 2. Project a professional image of you and your organization. 3. Conveying empathy and sensitivity 4. Being fair. 5. Maintaining friendly relations.

Question 2

In phase 1 of the writing process for negative messages, what do you analyze, anticipate, and adapt?

Answer 2

1. Analyze the bad news. 2. Anticipate its effect on the receiver. 3. Announce the bad news directly if the disappointment will be mild. 4. Use techniques to reduce the pain if the bad news is serious.

Question 3

In phase 2 of the writing process for negative messages what do you research, organize, compose, and avoid?

Answer 3

1. Gather information and brainstorm for ideas. 2. Jot down all reasons you have to explain the bad news. 3. Present only the strongest and safest reasons. 4. Include ample explanation of the negative situation.
2. Avoid fixing blame

Question 4

In phase 2 of the writing process for negative messages, what do you revise, proofread, evaluate?

Answer 4

1. Make sure the tone is friendly and respectful to increase receiver acceptance. 2. Check format, grammar, and mechanics. 3. Evaluate the message. Is it too blunt? Too subtle? Is it clear, but professional?

Question 5

What is defamation?

Answer 5

Language that harms a person’s reputation

Question 6

What is libel?

Answer 6

Written defamation

Question 7

What is slander?

Answer 7

Spoken defamation

Question 8

To avoid legal liability in conveying negative news, what language should you avoid?

Answer 8

1. Abusive language, including on social networking sites such as Facebook or twitter. 2. Careless language 3. The good guy syndrome

Question 9

What is careless language?

Answer 9

Statements that are potentially damaging or subject to misinterpretation.

For example, “The factory is too hazardous for tour groups”

Question 10

What is the good guy syndrome?

Answer 10

Dangerous statements that ease your conscience or make you look good.

For example, “I thought you were an excellent candidate, but we had to hire…”

Question 11

When conveying negative message as an agent of the organization, should you express your personal views?

Answer 11

No, only express the views of the organization when acting as an agent of the organization. This is important to avoid legal liability.

Question 12

When conveying negative messages, what else do you need to know to avoid legal liability?

Answer 12

1. Use plain paper for your personal matters.
2. Avoid supplying information that could be misused.
3. Don’t admit or imply responsibility without checking with legal counsel.

Question 13

When delivering negative messages, what is the order of DIRECT strategy?

Answer 13

1. Bad news.
2. Reasons.
3. Pleasant Close

Question 14

When delivering negative messages, what is the order of INDIRECT strategy?

Answer 14

1. Buffer
2. Reasons.
3. Bad News.
4. Pleasant Close.

Question 15

When to use the direct strategy?

Answer 15

1. Bad news is not damaging
2. Receiver may overlook the bad news.
3. The organization or receiver prefers directness.
4. Firmness is necessary

Question 16

When to use the indirect strategy?

Answer 16

1. Bad news is personally upsetting.
2. Bad news will provoke a hostile reaction. 3. Bad news threatens the customer relationship.
3. Bad news is unexpected

Question 17

What is a buffer?

Answer 17

A neutral or positive opening that does not reveal the bad news.

Question 18

What are the reasons?

Answer 18

An explanation of the causes for the bad news.

Question 19

What are the components of bad news?

Answer 19

A clear but understated announcement of the bad news that may include an alternative or compromise.

Question 20

What is in the closing?

Answer 20

A personalized, forward-looking, pleasant statement.

Question 21

What are the 4 techniques for buffering the bad news?

Answer 21

1. Start of with any good news.
2. Pay a compliment, show appreciation for past action, or refer to something mutually understood.
3. Avoid raising false hopes or thanking the receiver for something you are about to refuse.
4. Consider sincerely apologizing if you or your company erred.

Question 22

What are the 5 techniques for presenting the reasons for the bad news?

Answer 22

1. Explain clearly why the request must be denied without revealing the refusal
2. Show how your decision benefits the receiver or others, if possible
3. Explain company policy without using it as an excuse.
4. Choose positive words, avoid negative words.
5. Show that the matter was treated seriously and fairly

Question 23

What are the 3 techniques for cushioning the bad news?

Answer 23

1. Consider positioning the bad news strategically by sandwiching it between other sentences.
2. Consider subordinating the bad news
3. Consider using the passive voice.

Question 24

What are the 3 more techniques for cushioning the bad news?

Answer 24

4. Accentuate the positive by describing what you can do, not what you can’t do.
5. Consider implying the refusal, but be certain it is clear.
6. Suggest a compromise or alternative, if one exists.

Question 25

What are the 5 techniques for closing the bad news?

Answer 25

1. Look forward to future relations 2. Supply more information about an alternative, if one is offered. 3. Offer good wishes, compliments, or freebies ( coupons, samples, gifts) 4. Avoid referring to the refusal 5. Use resale or sales promotion if appropriate.

Question 26

What are 6 steps for dealing with disappointed customers?

Answer 26

1. Call the individual involved. 2. Describe the problem and apologize 3. Explain why the problem occurred 4. Explain what you are doing to resolve it 5. Explain how you will prevent it from happening again 6. Follow up with a letter that documents the phone call and promotes goodwill.

Question 27

What 3 critical thinking questions for customer request refusal?

Answer 27

1. What is the purpose of the message and sender? 2. What prevents this letter from achieving those goals? 3. What pattern of development would work best for this letter? Is that pattern what you see?

Question 28

What 3 more critical thinking questions for customer request refusal?

Answer 28

4. What idea could serve as a buffer to open? 5. How could the bad news be subordinated? Write a statement that subordinates the bad news. 6. What friendly news could be used in the closing? Write a closing statement.

Question 29

How do you manage organizational negative news on facebook, twitter or other websites?

Answer 29

1. Recognize social networks as an emerging communications channel 2. Become proactive by establishing blogs and active web sites with community forums to listen to customers and advertise the company's good deeds. 4. Join sites such as Twitter, Facebook, Flickr, Youtube, LinkedIn to see how these sites function and to benefit from site interaction. 5. Monitor comments about your organization to make immediate response possible.

Question 30

How do you announce rate increases and price hikes?

Answer 30

1. Explain the reasons for the price increase, such as higher material costs or rising taxes. 2. Convey how the increase will add new value or better features, make use more efficient, or make customers' lives easier. 3. Give (advance) warning of rate increases.

Question 31

What are the 6 steps for delivering bad news personally to a superior?

Answer 31

1. Gather all information 2. Prepare and rehearse 3. Explain what happened and how the problem will be repaired 4. Consider taking a colleague with you 5. Think about timing 6. Be patient with the reaction

Question 32

What are the 6 steps for delivering bad news to groups of employees?

Answer 32

1. Deliver the news honestly and early 2. Use the indirect strategy 3. Try to open with a relevant, upbeat buffer. 4. Provide clear, convincing reasons that explain the decision 5. Be clear, yet kind, gentle, and understated with the bad news 6. Avoid referring to the bad news in the closing

Question 33

How do you refuse job applicants?

Answer 33

To avoid being painful to the receiver and, more importantly, to avoid providing extra information that may prove fatal in a lawsuit, keep letters short, general, and tactful.