Chapter 7

Question 1

The bad feelings associated with disappointing news can generally be reduced if the receiver… (4 things)

Answer 1

1) feels that the matter was explained clearly and completely
2) *believes that the decision was fair, impartial, and rational
3) feels that the news was delivered empathetically and sensitively
4) feels that the matter was handled in a professional manner

Question 2

Decided to use the direct or indirect strategy to deliver bad news is based entirely on what?

Answer 2

The reaction you think you’ll get from your audience

Question 3

When should you use the direct strategy?

Answer 3

• When the bad news is not damaging
• when the receiver may overlook the bad news
• when the audience prefers directness
• when firmness is necessary

Question 4

When should you use the indirect strategy?

Answer 4

• when the bad news is personally upsetting
• when the bad news will provoke a hostile reaction
• when the bad news threatens a customer relationship
• when the bad news is unexpected

Question 5

What are the four parts of an indirect strategy for bad news?

Answer 5

Buffer, reasons, bad news, closing

Question 6

Stating a buffer and reasons first will encourage the reader to…

Answer 6

keep reading

Question 7

What is a buffer?

Answer 7

a neutral, but meaningful statement that makes the reader continue reading

Question 8

What are some of the various buffer types?

Answer 8

Understanding, best news, compliments, facts, appreciation, agreement

Question 9

How should you present the reasons for bad news?

Answer 9

Explain company policy, use pleasant words, show fairness and serious intent

Question 10

What are some other techniques for cushioning bad news?,

Answer 10

Highlight the positive, offer alternatives, position the bad news strategically

Question 11

What are some things you should include in the closing?

Answer 11

forward look, alternative, best wishes, freebies, sales promotions of another product

Question 12

A process by which companies create customer value, build strong profitable customer relationships, order to capture value and exchange

Answer 12

Marketing

Question 13

What should be included in a buffer statement?

Answer 13

A neutral statement, review of facts, compliment, etc

A key idea that acts as a transition to the reasons

Question 14

What should be included with your reasons?

Answer 14

valid reasons for refusal, no words that give a negative tone

Question 15

De-emphasize bad news by using the _____ ____

Answer 15

passive voice

Question 16

How should you deal with disappointed customers in print?

Answer 16

Call or email them immediately, describe the problem and apologize (carefully)

Question 17

When dealing with disappointed customers in print, explain:

Answer 17

Why the problem occurred, what you are doing to resolve it, how you will prevent it from happening again

Question 18

Always promote ____

Answer 18

goodwill

Question 19

Written messages are important in these situations:

Answer 19

When you cannot reach the customer personally, you need to establish a record of the incident, you wish to confirm follow up procedures, or when you want to promote good relations

Question 20

Messages that say no to _____ _____ ______ will likely be your hardest task

Answer 20

emotionally involved customers

Question 21

When denying claims, you should:

Answer 21

Never imply that it was the customer’s fault, adopt the proper tone, avoid sounding preachy

Question 22

When delivering bad news within an organization, you should always leave the other person feeling _____

Answer 22

Helped

Question 23

When announcing bad news to an individual or group:

Answer 23

Gather all information
Prepare and rehearse what you’ll say
Explain past, present, and future
Consider taking a colleague with you for backup
Think about timing.
Be patient with the reaction. Understand that they may be upset.