Answered: While it may not be possible to make…

Understanding Business

12th Edition

ISBN:9781259929434

Author:William Nickels

Publisher:William Nickels

Chapter1: Taking Risks And Making Profits Within The Dynamic Business Environment

Section: Chapter Questions

Problem 1CE

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Question

While it may not be possible to make the receiver happy when you deliver bad news, you can reduce bad feelings by structuring your message in a sensitive way. Most negative messages take an indirect approach, using a buffer, providing reasons, delivering the bad news with empathy, and closing pleasantly.

1. What buffering technique are you using if you provide objective information in your opening?

a) Best news

b) Compliment

d) Facts

2. When presenting your reasons or explanations in a bad-news message, when is it appropriate to be specific?

a) When the reasons or explanations will allow you to appear as the “good guy”

b) When the reasons or explanations are confidential but won’t create legal liability

c) When the reasons or explanations are not confidential and will not create legal liability

Read each scenario, and then answer the corresponding question.

You recently interviewed a candidate for a position in your sales department. However, another candidate was more qualified. You want to soften the bad news of rejection for the candidate.

3. What techniques should you use to cushion the bad news? Check all that apply.

a) Say whatever makes you appear as the “good guy.”

b) Buffer the opening.

c) Invite further correspondence.

d) Close with good wishes.

Expert Solution

Step 1

The correct answer is Facts.

It is because by conveying the actuals facts and figures, the receivers get to clearly understand the real objective and growth that needs to be achieved. It also makes them to know that the organization's policies and how they expects that its customers should be treated, and what are its future objectives.

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