A) Use phrases such as "Let me think about it and get back to you" as a way to delay saying no.
B) The indirect approach works best for most routine negative responses.
C) Offer alternative ideas if you can, particularly if the relationship is important.
D) Always imply that other assistance or information might be available.
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Bad news about transactions is always un...View Answer
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A) understand the possibility of getting bad news
B) are unfamiliar with your company
C) you do not know well
D) all of the above
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The first instance is an emergency situa...View Answer
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A) apology
B) explanation for the news
C) clear statement of the news
D) buffer
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The bill was incorre...View Answer
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de-emphasi...View Answer
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A) Synthesis Inc. will be in serious financial trouble if Veritas refuses to cover the damage, and would probably have to file for bankruptcy.
B) This is the first claim ever made by Synthesis Inc. in the 10 years that it has insured with Marshall's company.
C) Synthesis Inc.'s policy is a comprehensive one that indemnifies for loss arising out of fire, burglary, theft, and third party risks.
D) A preliminary report filed by Veritas with Synthesis Inc. immediately after the fire indicated that the fire was a result of a robbery and would be covered under the company's Theft Insurance policy.
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A) utilize the element of surprise to buy time to prepare a response
B) use face-to-face communication, not electronic communication
C) ideally use the direct approach
D) if possible, give yourself enough time to plan and manage a response
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A) The news is of great importance to the reader.
B) The reader is likely to react emotionally to the news.
C) The reader is not expecting this news.
D) You need to immediately get the reader's attention.
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A) diverts attention from the problem
B) establishes common ground with the reader
C) indicates that the message contains good news
D) is a statement unrelated to the point of the message
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A) I am shocked and dismayed that you had to go through this.
B) I take personal responsibility for the inconvenience caused to you.
C) I am sorry that the company could not get your service back up more promptly.
D) I am sorry to hear of your difficulties.
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A) you want to soften the blow of the negative news
B) the reader has an emotional investment in the situation
C) the bad news is not expected by the reader
D) the bad news will not come as a shock to the reader
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A) Try to put the bad news as the main clause of a compound or complex sentence.
B) Avoid putting the bad news in parenthetical expressions.
C) Emphasize what you can do or have done rather than what you cannot do.
D) Put the bad news in the beginning or end of a paragraph.
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Your order will be shipped nex...View Answer
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