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 in error. What should you do before writing your message? Check all that apply.
a. Anticipate the effect your message will have on the receiver.
b. Analyze the bad-news situation.
c. Evaluate your tone.
d. Conduct any necessary research.

Answer 1

Answer: a. Anticipate the effect your message will have on the receiver.

b. Analyze the bad-news situation

Explanation:

In the Phase 1 of the writing process, it is required that one should analyze the bad-news situation, and then anticipate the effect that such news will on have on the receiver. After this has been one, the message will then be adapted accordingly.

In a scenario whereby it's anticipated that the reader will be upset about the news, then the message might be reshaped so that the reader won't be angry.