Question

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?A. Best newsB. UnderstandingC. FactsWhen are readers more open to hearing bad news?A. When it may benefit them or someone elseB. When senders make promises they may or may not be able to fulfillC. When no one benefitsRead 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.A. Say whatever makes you appear as the "good guy."B. Invite further correspondence.C. Close with good wishes.D. Buffer the opening.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.A. Ignore the feelings of the receiver.B. Accept responsibility for the mistake.C. Avoid suggesting a remedy.D. Apologize with sincerity.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.A. A defensive remarkB. A freebie or promotional discountC. A statement of company policy regarding refundsD. An alternative productConsider the following scenario and bad-news message, and then answer the questions.Hubert 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 10To: All EmployeesFrom: Kate White, President, Classic Car Restoration Inc.Subject: Three Shelby MustangsYou 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 Hubert make of the body of the letter?A. It reveals confidential reasons for the bad news.B. It fails to reveal reader benefits.C. It provides no explanation.What error should he identify in the closing of the letter?A. It makes a promise that might be difficult to keep.B. It offers good wishes.C. It invites further correspondence.

Answer 1

Answer:

• Care and concerned use A) Unnderstanding
• open to bad news C) When it may benefit them or somebody else
• Candidate interview... C) close with good wishes  D) Buffer the opening
• Forgot to turn in report .... B) Accept responsibility of the mistake D) Apologize with sincerity
• Bakery customer ... A) Defensive remark B) freebie or promotional discount C) a statement of company policy regarding refund
• It provides no explanantion. A) It makes a promise that might br difficult to keep

Explanation:

• To make somebody feel cared you must show understanding of his/her problems.
• People are open to bad news if you present them with facts and tell about the best possible outcome for everyone
• Reject a candidat with good wishes and providing feedback on his/her application.
• When you make a mistake accept responsibility and apologize with sincerity. You must try to suggest an alternative to make up for your mistake
• Defend your product with a remark that would gain understanding of the customer. Adhere to the company policy and offer something to make the customer happy
• The letter doesn't mention any reason for not being able to make exceptions. A promise is made that might be difficult to keep as different people may have different expectations for "bigger bonus checks"