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Comm 100 > Chapter 7: Negative Writing Situations > Flashcards

Chapter 7: Negative Writing Situations Flashcards

1
Q

explain clearly, show empathy and sensitivity, be professional, be fair, and be friendly are

A

top goals in communicating negative news

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2
Q

when should you deal with negative situations

A

immediately and personally

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3
Q

indirect or direct?

when the bad news is not damaging

A

direct strategy

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4
Q

indirect or direct?

when the receiver may overlook the bad news

A

direct

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5
Q

indirect or direct?

when firmness is necessary

A

direct

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6
Q

indirect or direct?

when news is personally upsetting

A

indirect

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7
Q

indirect or direct?

when news will provoke a hostile reaction

A

indirect

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8
Q

indirect or direct?

when the bad news threatens customer relationship

A

indirect

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9
Q

indirect or direct?

when the bad news is unexpected

A

indirect

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10
Q

3 components of direct strategy negative message

A
  1. bad news
  2. reasons
  3. closing
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11
Q

4 components of an indirect strategy negative message

A
  1. buffer
  2. reasons
  3. bad news
  4. closing
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12
Q

a device to reduce shock or pain

A

buffer

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13
Q

a buffer should be

A

neutral but meaningful

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14
Q

what 2 things should be considered in a buffer

A
  1. apology

2. empathy

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15
Q

4 ways to present news in a “cushioned” way

A
  1. use passive voice
  2. highlight the positive
  3. imply the refusal
  4. give alternatives/ compromises
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16
Q

3 typical negative news situations

A
  1. collections
  2. refusals and responses to criticism
  3. denying claims
17
Q

refusing favour requests, dealing with disappointed customers, and responding to negative online posts/reviews are example of

A

refusals and responses to criticism

18
Q

bad news is generally received better when

A

reason are given first

19
Q

gather info, prepare, rehearse, think about timing, be patient with reaction when

A

delivering bad news in person

20
Q

explain in this order when delivering bad news in person

A

past, present, future

21
Q

draft a negative news intranet post, revise your intranet post, and keep communication open and honest when

A

delivering bad news to employees

22
Q

softens the blow of bad news

A

delaying bad news

Comm 100 (9 decks)

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