Analyzing
Breaking
Refusing
100
How should you apologize efficiently?
Apologizing sincerely, Accepting responsibility, and using good judgement
100
Why should you not be blunt?
It causes pain and hard feelings
100
Does he closing of a refusal include a qualified alternative?
Yes.
200
Why should you convey empathy wile delivering empathy?
To understand and enter into the feelings of others
200
When writing bad news, how should you format the letter?
Start with an honest praise, reason for refusal, and provide alternatives.
200
Does management usually deliver bad news indirectly or personally?
Personally
300
How can passive voice be used in bad-news messages?
Passive-voice verbs enable you to depersonalize an action.
300
What are 3 tips for giving bad news?
Gathering information, prepare and rehearse.
300
What type of communicators intend to deceive?
Unethical
400
What should you start indirect messages with?
The best news.
400
Before giving bad news, what should you decide?
Whether or not the information is news worthy
400
What is a natural statement that both the reader and writer can agree on?
A buffer
500
How should you reduce negative feelings?
Using buffers
500
What are some reasons why you would have to give bad news?
Declining profits, lost contracts, and harmful lawsuits
500
Should you call a disappointed customer?
Yes
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