Chapter 09 - Composing Effective Negative Messages.docx - 3 Composing Effective Negative Messages While it may not be possible to make the receiver

Chapter 09 - Composing Effective Negative Messages.docx - 3...

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3. Composing Effective Negative MessagesWhile 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?Best newsFactsComplimentPoints:1 / 1You 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 are readers more open to hearing bad news?When senders make promises they may or may not be able to fulfillWhen it may benefit them or someone elseWhen no one benefitsPoints:1 / 1Readers are more likely to accept bad news when they see sound benefits for themselves or someone else. Avoid including reader benefits if they do not seem realistic or sincere.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.
Position the bad news strategically between other sentences.Position bad news at the end of the paragraph.Accentuate the positive.Organize the bad news using bullet points.Points:0.5 / 1To 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.Explain how you will rectify the situation.Make misleading promises.Apologize with sincerity.Points:0.75 / 1When 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.

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