Delivering bad-news messages is never easy; however, if you know the appropriate techniques to lessen the impact of the bad news, you will be more successful. These questions review delivering bad-news messages in a variety of situations.

Select the best definition of the opening of an indirect bad-news outline.

Opening:_________________________________________________________

A. Presents a neutral idea that leads to the reasons

B. Presents the bad news up front

C. Reveals future-looking plans

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Read the scenario, and then answer the corresponding question.

Kenneth needs to send a message to a customer informing her that her credit application has been denied. The customer has missed several payments and is often late with payments to other retailers. Kenneth cannot afford to take an unnecessary risk.

Review these outlines and determine the best outline for Kenneths denial-of-credit message.

Which is the best outline for Kenneths denial-of-credit message?

A. OUTLINE # 1 Opening: Build relationship and goodwill by thanking customer for her credit application.

Body: 1. State the necessary credit approval guidelines.

2. Provide a clear explanation of why the customer did not qualify.

3. Refuse the credit request but offer to reconsider in the future.

Closing: Reinforce the relationship and accentuate the positive through a favorable statement about the companys products.

B. OUTLINE # 2

Opening: Build relationship and goodwill by thanking the customer for her credit application.

Body: 1. Refuse the credit request but offer to reconsider in the future. 2. State the necessary credit approval guidelines.

Closing: Reinforce the relationship through resale and promotional material.

C. OUTLINE # 3

Opening: Build relationship and goodwill by thanking the customer for her credit application.

Body: 1. Reinforce the relationship through resale and promotional material.

2. State the necessary credit approval guidelines.

3. Refuse the credit request but offer to reconsider in the future.

Closing: Restate the denial.

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When bad-news messages are well-developed, they can maintain professional relationships and build goodwill. Which of these guidelines should you follow to write an effective bad-news message? Check all that apply.

__Point out the obvious mistakes in a faulty request.

__Make sure the refusal or bad news is sufficiently clear.

__Place the principal idea (unpleasant idea or refusal) in the opening.

__Include accurate information.

Remember that bad-news statements are most effective when they are appropriately placed within the message, make use of passive voice and positive language, and imply the refusal. Which of these is the most effective bad-news statement?

A. Even though we appreciate your efforts, your proposal was not worthy of acceptance.

B. While your proposal was not selected, we encourage you to resubmit next month.

C. We will be happy to consider other proposals that address this topic.

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Read the scenario about delivering bad news, and then answer the corresponding question.

Dianne has prepared a message delivering constructive criticism about a recent spa visit. Her message clearly introduces the subject without immediately revealing the unpleasant news. She states the facts objectively without opinion and delivers constructive criticism. In closing, Diannes message refocuses on how unpleasant her experience was.

What advice would you give Dianne as she revises the closing for her message? Check all that apply.

__Refer to a pleasant aspect of the topic: However, Ill be back soon to purchase more pomegranate facial scrub.

__Include the sentence Hopefully, my position is perfectly clear, and you understand where Im coming from.

__Include a positive, forward-looking idea: I look forward to many more visits to your spa.