1. Communicating Negative News Effectively

At some point, everyone will have to deliver bad news. The bad feelings associated with this type of message can be alleviated if the receiver knows the reason for the bad news, feels the news is revealed sensitively, thinks the matter is treated seriously, and believes that the decision is fair. When applying these strategies, make sure to follow the writing process and determine whether to use a direct or an indirect pattern in your message.

Read the following scenario, and answer the following question.

You are the owner of a cell phone store. A customer recently sent back a phone that she purchased at your store. She claims the phone wont turn on. After examining the phone, you notice it has excessive water damage and is beyond repair. Unfortunately, the customers warranty expired three months ago.

What are your goals when responding to the previous scenario? Check all that apply.

To accept responsibility even if you are not at fault

To reduce bad feelings

To make the receiver understand the bad news

To promise the customer that this will never happen again

To maintain a positive image of you and your organization

Which of the following indicates your desire to continue to have pleasant interactions with the receiver?

Being ambitious

Being objective

Maintain friendly relations

Being firm

When you can show that the decision was , receivers are far more likely to accept the negative news.

Subjective

Irrational

Impartial

Immediate