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Chapter 09: Negative Messages
1. What is the most accurate statement about negative workplace messages?
a.
Most businesses never experience situations that require delivering negative news.
b.
Some businesses have to respond to complaints voiced on social network sites such as Facebook and Twitter.
c.
Because negative messages are rare, they do not have to be written as carefully as other messages.
d.
All of these choices are accurate.
2. The bad feelings associated with disappointing news can generally be reduced if the receiver
a.
believes that the matter was treated seriously and fairly.
b.
feels the news was revealed sensitively.
c.
knows the reasons for the rejection.
d.
All of these choices.
3. Which of the following is not one of the goals in communicating negative news?
a.
To help the receiver understand the negative news
b.
To show your desire to continue pleasant relations with the receiver
c.
To hide the real reason for the negative news
d.
To maintain a professional and positive image of you and your corporation
4. Which of the following is the best advice during Phase 1 of the writing process when delivering negative news?
a.
One of your first considerations should be to determine how the message will affect your company.
b.
To show sensitivity, you should always deliver bad news using the indirect method.
c.
Delivering negative news in a letter on company stationery will be more impressive than in an e-mail.
d.
All of these choices.
5. Michelle must write a bad-news message to her staff telling them that their hours next month will be reduced. She has
just completed Phase 1 of the prewriting process and is beginning Phase 2. What should she do first?
a.
Write the rough draft of her message.
b.
Select an appropriate color of stationery that will be calming to the reader.
c.
Analyze the bad news to determine how it will affect the reader.
d.
Gather information and brainstorm ways to present the reasons for the bad news.
6. Timothy is writing a bad-news message to his supervisor and is now in Phase 3 of the writing process. What should he
do during this phase?
a.
Check his wording to make sure that he is concise without sounding brusque
b.
Make sure that the tone of the message is friendly and respectful.
c.
Ensure that he has delivered the bad news clearly but professionally.
d.
He should do all of these.
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Chapter 09: Negative Messages
7. In a recommendation letter, Nathan falsely accuses former employee Jacqueline of treating her supervisor
disrespectfully. This action is considered to be
a.
slander.
b.
libel.
c.
a little white lie.
d.
legitimate.
8. Katie makes an abusive statement about David. This language will be actionable if
a.
Katie’s statements are true.
b.
Katie’s sends the message by e-mail to two other employees in the department.
c.
Katie’s statements are damaging to David’s reputation.
d.
all of these are true.
9. Victoria had to write a letter to a job applicant telling him that he was not selected for a position. Because she really
liked the applicant, she wrote in the rejection letter, "I thought you were our top candidate." What has Victoria done that
might lead to legal difficulties?
a.
By trying to make herself look good, she is guilty of the "good-guy syndrome."
b.
She has used careless language.
c.
She has used abusive language.
d.
She has done nothing wrong.
10. Chuck sent a letter to a teacher who had requested a tour of his company. In the letter he included the sentence
"Although we would love to have your class visit our company, much of the work area is too dangerous for group tours."
What has Chuck done that might lead to legal difficulties?
a.
By trying to make himself look good, he is guilty of the "good-guy syndrome."
b.
He has used careless language.
c.
He has used abusive language.
d.
He has done nothing wrong.
11. Shannon was angry about something that happened at work and called her boss a “fraudster” and a “criminal” on her
personal Facebook page. What has Shannon done that might lead to legal difficulties?
a.
By trying to make herself look better than her boss, she is guilty of the "good-guy syndrome."
b.
She has used careless language.
c.
She has used abusive language.
d.
She has done nothing wrong because she made the posting on her personal Facebook page.
12. Select the most accurate statement.
a.
An employee's words, decisions, and opinions are assumed to represent those of the organization.
b.
If you want to communicate your personal feelings or opinions, use company letterhead to give yourself more
credibility.
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Chapter 09: Negative Messages
c.
To be actionable (likely to result in a lawsuit), abusive language can be true or false, as long as it is damaging.
d.
In a situation that could be legally dangerous, try to volunteer as much information as possible to show that
you are being completely honest.
13. When should the direct pattern be used to communicate negative news?
a.
Never
b.
When the negative news affects the reader personally
c.
When firmness is necessary
d.
When the negative news is damaging
14. When should the indirect pattern be used to communicate negative news?
a.
Always
b.
When the bad news is personally upsetting
c.
When the receiver may overlook the bad news
d.
When the bad news is expected
15. The major differences between the direct and indirect strategies are whether you start with a buffer and
a.
whether you apologize.
b.
whether you address the reader by name.
c.
whether you accept blame for the bad news.
d.
how early you explain the reasons for the negative news.
16. Cassandra will be writing a bad-news letter to a customer and wants to follow the four-part indirect plan. In what order
should she organize her letter?
a.
Bad news, reasons, buffer, closing
b.
Buffer, bad news, reasons, closing
c.
Buffer, reasons, bad news, closing
d.
Reasons, bad news, buffer, closing
17. What is the most accurate statement about keeping the indirect strategy ethical?
a.
The indirect organizational strategy is unethical and manipulative because the writer deliberately delays the
main idea.
b.
When you use the indirect strategy, your motives are to deceive the reader and to hide the news.
c.
Because the indirect strategy provides a setting in which to announce bad news, it should be used to avoid the
truth.
d.
By delaying bad news, you soften the blow somewhat, as well as ensure that your reasoning will be read while
the receiver is still receptive.
18. The purpose of a buffer statement in a negative message is to
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Chapter 09: Negative Messages
a.
ensure that the company avoids legal liability.
b.
reduce the reader's shock or pain related to the bad news.
c.
inform the reader of the reasons for the bad news.
d.
explain company policy regarding the bad-news message.
19. Wesley has included this opening statement in a bad-news message to a client: We both realize that the current
economic downturn has resulted in lower stock prices. What kind of buffer is this?
a.
Compliment
b.
Agreement
c.
Appreciation
d.
Best news
20. Which of the following is the best example of an effective buffer in a bad-news letter telling a job applicant that she
didn't get the position for which she interviewed?
a.
Thank you for your application of March 13, wherein you applied for the medical clerk position.
b.
We are very sorry to have to tell you that the medical clerk position has been filled.
c.
We enjoyed meeting you last week to discuss your qualifications for the medical clerk position.
d.
We are absolutely thrilled to have an applicant with your exceptional qualifications.
21. Select the best buffer to open a letter that refuses a request from a local nonprofit organization for a charitable
donation.
a.
This is to inform you that your kind letter of May 14 has been directed to me for reply.
b.
We have received your letter requesting a donation to your annual fund-raiser.
c.
The services you provide for homeless families in our community are necessary and important.
d.
Although we admire what your organization does for our community, unfortunately, we are unable to donate
to your fund-raiser at this time.
22. Morgan has decided that she must apologize to a customer in her buffer. Which of the following is the best example of
an effective apology?
a.
We apologize for any inconvenience this has caused.
b.
You have every right to be concerned, and we sincerely apologize for the delay in filling your order. To
prevent this from occurring again, we have upgraded our software and retrained our order takers.
c.
We regret that you were not happy with the situation.
d.
We are sorry and admit that we are completely responsible and take full legal responsibility for this situation.
23. The most important part of a bad-news letter is
a.
a good buffer that starts the letter positively.
b.
the professional letterhead on which it is printed.
c.
a closing that ends the letter on a positive note.
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Chapter 09: Negative Messages
d.
the section that explains the reasons for the bad news.
24. Which of the following is the best advice when presenting the reasons for the bad news?
a.
Whenever possible, cite company policy as the reason for the bad news because most people willingly accept
this reason.
b.
Do not present the reasons for the bad news; instead, focus solely on presenting the bad news sensitively.
c.
Use words such as impossible, regret, and unfortunately to make your point clear.
d.
Cite reader or other benefits if plausible.
25. The best placement for a statement of bad news in a message is
a.
in a subordinate clause.
b.
at the beginning of a sentence.
c.
at the end of a paragraph.
d.
at the beginning of a paragraph.
26. What is the best advice for delivering the bad news?
a.
Use the active voice.
b.
Don't imply the bad news because it may be overlooked.
c.
Suggest a compromise or alternative.
d.
Describe what can't be done in great detail to ensure that your message is clear.
27. Which of the following sentences uses the passive voice to present the bad news?
a.
We are unable to interview you for the social media specialist position at this time.
b.
Although we were impressed with your application, we have no positions available at this time.
c.
Although the social media specialist position has been filled, we wish you well in your job search.
d.
We are not hiring at this time, even though we are impressed with your credentials.
28. In which of the following sentences has the bad news been placed in a subordinate clause?
a.
Although our wellness program must be discontinued, all other benefits will remain the same.
b.
Although all other benefits will remain the same, we must discontinue our wellness program.
c.
Our wellness program must be discontinued.
d.
We are sorry to announce that our wellness program must be discontinued.
29. Which of the following sentences most effectively implies the refusal?
a.
I'm sorry that I won't be able to speak at your annual conference, but I'd like to be considered in future years.
b.
Although I'll be in Southeast Asia on business on the date of your annual conference, I could speak to
members prior to that date.
c.
Although I am unavailable to speak at your annual conference, I can recommend another speaker.
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Chapter 09: Negative Messages
d.
Thank you for your kind invitation to speak at this year's annual conference.
30. What is the best advice for closing a bad-news letter?
a.
Apologize profusely to the reader.
b.
Give a clear explanation of the reasons for the bad news.
c.
Restate the bad news to make sure that the reader understands it.
d.
Close with something forward looking that assumes future business.
31. Which of the following would not be included in the closing paragraph of a bad-news message?
a.
An alternative or compromise
b.
Resale or sales promotion information
c.
A standard phrase such as If you have any questions, please don't hesitate to call.
d.
A reference to an enclosed coupon, certificate, or other freebie
32. Select the best sentence to include in the closing paragraph of a bad-news letter that turns down a job applicant.
a.
Once again, we want to express how sorry we are that we are not able to offer you the position.
b.
We wish you the best in your job search.
c.
If you have further questions about this decision, please feel free to call me immediately.
d.
We regret that we are unable to consider your application.
33. You must refuse a customer’s request to return an item. What should you do first?
a.
Decide what communication channel to use.
b.
Consult with your company’s legal staff.
c.
Think about how the receiver will react to your refusal.
d.
Try to get a colleague to deliver the bad news for you.
34. You’re not sure how your reader will react to the bad news you will be delivering. What should you do?
a.
Organize the bad-news message using the direct strategy.
b.
Organize the bad-news message using the indirect strategy.
c.
Send the bad news via e-mail.
d.
Call the reader to confirm what her reaction will be before writing the message.
35. The most effective statement in a letter to a local charitable organization refusing its request for a donation would be
a.
Even though our budget won't allow a contribution this year, we hope to be able to contribute next year.
b.
Please accept our sincerest apologies for being unable to donate to your cause.
c.
We are unable to contribute this year because of budget constraints.
d.
Unfortunately, company policy prevents us from donating to your cause.
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36. The most effective statement in a bad-news letter declining an invitation to speak to a professional organization would
be
a.
Although I'm already booked the night of your dinner, I would be happy to speak to your organization
sometime next year.
b.
I regret to inform you that I am unable to speak to your professional organization.
c.
I'm not interested in addressing your professional organization.
d.
Although I'm not authorized to tell you why, I can't speak at your dinner.
37. What do most companies do first for damage control when a problem arises?
a.
Consult the company's legal counsel.
b.
Call or e-mail the individual involved.
c.
Write a letter to the individual involved.
d.
Ignore the problem if it is unlikely to happen again.
38. A customer has posted a negative comment on your company’s Facebook about her dissatisfaction with the customer
service she received. What should you do?
a.
Delete the comment immediately before too many people see it.
b.
File a lawsuit against the customer for libel.
c.
Reply to the customer’s post within 24 hours.
d.
Ignore the comment.
39. Following up on bad-news in writing is important to
a.
promote good relations.
b.
formally confirm follow-up procedures.
c.
establish a record of the incident.
d.
Following up on bad news in writing is important for all these purposes.
40. You are opening a new restaurant and realize that customers might post reviews online. What should you do?
a.
Recognize social networks as an important communication channel.
b.
Try to monitor comments.
c.
Use social media sites to interact with customers.
d.
You should do all of these.
41. Which of the following statements is most accurate?
a.
In writing to a customer about a problem with an order, generally, you should use the direct pattern if the
message has some good-news elements.
b.
Always use the direct pattern when writing to a customer about a problem with an order.
c.
Always use the indirect pattern when writing to a customer about a problem with an order.
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Chapter 09: Negative Messages
d.
In writing to a customer about a problem with an order, generally, you should use the indirect pattern if the
message has some bad-news elements.
42. Which is the most effective statement in a letter to a customer about an order for which the customer has not yet paid?
a.
We cannot ship your order until we receive your payment.
b.
Your order will be canceled unless we receive your payment right away.
c.
As soon as we receive your payment, we'll ship your order.
d.
What are you, a deadbeat?
43. Roger’s company will be raising the prices of its basic services, and Roger must write to customers to inform them of
these increases. What is the most important thing he should do when writing this message?
a.
Prove that all his competitors are raising prices too.
b.
Explain the reasons and hook the increase to benefits.
c.
Apologize to his customers.
d.
Promise a rate decrease in the future when the economy improves.
44. What is the best advice for writing a letter that turns down a customer's claim?
a.
Consider offering resale information to build the customer's confidence in your products or organization.
b.
To avoid taking responsibility, be sure to make it clear that the customer is at fault.
c.
Use strong emotional, subjective language to show the customer how much you care.
d.
All of these choices.
45. Which is the most effective statement in a letter to a customer denying a claim?
a.
If you had followed the instructions, you wouldn't have overheated the battery pack.
b.
You can purchase a replacement battery pack at a 30 percent discount.
c.
Per company policy, we are unable to replace battery packs that have been damaged due to customer misuse.
d.
We apologize, but, unfortunately, we cannot replace your battery pack at this time.
46. When writing a letter to a customer denying credit, you have four goals. Which of the following is not one of these
goals?
a.
Promising the customer that credit will be granted in the future
b.
Retaining the customer on a cash basis
c.
Avoiding language that causes hard feelings
d.
Avoiding disclosures that could cause a lawsuit
47. The _______________________and Equal Credit Opportunity Act state that consumers who are denied loans must
receive a notice of "adverse action" from the business explaining. the decision
a.
PATRIOT Act
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Chapter 09: Negative Messages
b.
Class Action Fairness Act
c.
Fair Credit Reporting Act
d.
Sarbanes-Oxley Act
48. Which is the most effective statement in a letter to a customer denying credit?
a.
To learn more about your credit record, log onto http://www.ftc.gov/freereports to obtain your free credit
reports.
b.
Your credit history report shows that you are a completely unacceptable applicant.
c.
Perhaps if you were a more stable and responsible person, we would be able to grant you credit.
d.
Please take your business elsewhere.
49. What statement about delivering bad news within an organization is most accurate?
a.
A tactful tone is useful when communicating bad news within organizations.
b.
Bad news within organizations should always be delivered using the direct organizational pattern.
c.
Generally, bad news within organizations is better received when the reasons are given after the bad news.
d.
Bad news within organizations should always be delivered in writing.
50. Jeannie must deliver bad news to her staff in person, and she knows they’ll be upset. What should Jeannie do first to
prepare for the meeting?
a.
Practice what she will say during the meeting.
b.
Call each staff member to give them fair warning that bad news is coming.
c.
Gather all relevant information.
d.
Hire a body guard.
51. Gerald discovered that one of his employees has filed a fraudulent expense claim. What is the best advice for Gerald
to deliver the bad news to this employee tactfully, professionally, and safely?
a.
Gerald should prepare and rehearse what he will say.
b.
Gerald should go alone to the meeting with the employee so that no one else knows about the episode.
c.
Gerald should meet with the employee on a Friday afternoon so that they can both go home right after.
d.
Gerald should do all of these.
52. Select the best subject line for a memo delivering bad news to employees.
a.
Discontinuation of Free Parking
b.
Change in Parking Benefit
c.
Parking
d.
Major Reduction in Parking Privileges
53. Peter must deny an employee’s request to work from home two days a week. What is the best way to begin this bad-
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Chapter 09: Negative Messages
news message?
a.
I have in my hand your letter of May 31 in which you ask to work from home two days a week.
b.
You are an extremely valued member of our team, and we all benefit from being able to work with you face-to-
face on a daily basis.
c.
Thank you for your request..
d.
No, I cannot allow you to work from home two days a week.
54. Deborah must deny a request made by one of her employees. The most effective statement in a bad-news message
denying this request would be
a.
No, you may not be reimbursed for the extra night you stayed after the conference ended.
b.
We are so sorry that we are unable to reimburse you for the extra night you stayed after the conference ended.
c.
Although your extra night cannot be reimbursed, we will process the remainder of your expense claim
immediately.
d.
Please be advised that your extra night stay is not reimbursable.
55. Goldstar Investments has just learned that it is being sued for securities fraud. What should top management at
Goldstar do?
a.
Nothing. The media may never find out.
b.
Have someone leak the news to the media.
c.
Hold a press conference to announce the bad news before the media does.
d.
Disappear and hide out in a foreign country.
56. A company must deliver bad news to hundreds of employees and wants to use digital media to do so. Which
communication tool is acceptable?
a.
E-mail
b.
Webcast
c.
Blogs
d.
Any of these digital communication tools is acceptable for delivering bad news to employees.
57. Capital Management is in a budget crunch and plans to make major layoffs next month. What is the best advice for
communicating this crisis to employees?
a.
Because the grapevine is so effective, use this tool to get the word out to all employees quickly.
b.
Deliver the bad news to employees personally if possible.
c.
To be upfront about what is going on, announce the bad news in the first sentence of an e-mail message.
d.
Let employees learn about the layoffs in the local newspaper.
58. Most job refusal letters
a.
use the indirect strategy.
b.
give concrete reasons for not hiring the candidate.
c.
provide as much information as possible.
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d.
mention the name of the person who was hired for the position.
59. To avoid charges of discrimination or wrongful actions, legal advisors recommend that organizations write
employment rejection letters that are
a.
as specific as possible.
b.
written using the direct strategy.
c.
general, simple, and short.
d.
form letters.
60. Which of the following is an appropriate statement when saying no to job applicants?
a.
Other candidates were much more experienced with the social media tools that are used in our organization.
b.
We appreciate your interest in our company and wish you every success in your job search.
c.
I am sorry to inform you that you were not selected for the position of social media marketing coordinator.
d.
Even though you were a top candidate for the position, we're sorry to say that someone else was selected.
61. Bad things that require the delivery of negative messages happen in all businesses.
a.
True
b.
False
62. The bad feelings associated with disappointing news can generally be reduced if the reader is not told the reasons for
the rejection.
a.
True
b.
False
63. An important goal when delivering negative-news messages is to maintain friendly relations with the receivers and to
regain their confidence.
a.
True
b.
False
64. When you have negative news to deliver, one of your first considerations is how the message will affect its receiver.
a.
True
b.
False
65. To be actionable (likely to result in a lawsuit), abusive language must be false.
a.
True
b.
False
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66. You cannot be prosecuted for transmitting a harassing or libelous message if you post it to a social networking site
such as Facebook or Twitter.
a.
True
b.
False
67. Because employees act as agents of their organizations, their words, decisions, and opinions are assumed to represent
those of the organization.
a.
True
b.
False
68. Because bad news can be difficult for a reader to accept, it must always be delivered using the indirect method.
a.
True
b.
False
69. Ethan has already written three letters to a customer whose account is now several months past due. His fourth letter to
the customer should use a direct pattern.
a.
True
b.
False
70. A good way to begin a negative-news letter to a faithful customer is to show appreciation for the reader's business
a.
True
b.
False
71. You should never apologize in a negative-news message because doing so admits responsibility.
a.
True
b.
False
72. The most important part of a negative-news message is the section that explains the reasons for the bad news.
a.
True
b.
False
73. Company policy does not allow us to give cash refunds effectively explains why a writer's request must be refused.
a.
True
b.
False
74. Readers often accept bad news better when they feel that their requests have been heard and that they have been
treated fairly.
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a.
True
b.
False
75. A good technique for de-emphasizing negative news is to place it at the end of a paragraph.
a.
True
b.
False
76. Although I am unable to speak to your class at this time, I sincerely appreciate your invitation effectively positions the
bad news by placing it in a subordinate clause.
a.
True
b.
False
77. We cannot allow you to return the iPad since you purchased it over 30 days ago effectively uses the passive voice to
deliver the bad news.
a.
True
b.
False
78. To make sure that it is not overlooked, always state the refusal explicitly in a negative-news message.
a.
True
b.
False
79. Because we value loyal customers like you, we have enclosed a coupon for $20 for your next meal at The Cheesecake
Factory is an effective closing statement for a negative-news message.
a.
True
b.
False
80. We again extend our sincere apologies for shipping your order late is an effective closing for a bad-news message.
a.
True
b.
False
81. Priscilla must turn down a request for a charitable contribution, and she’s not sure how her reader will respond. She
should, therefore, use the direct strategy for her message.
a.
True
b.
False
82. When declining an invitation, a statement, such as Unfortunately, because of a fully booked schedule, I will be unable
to serve as your keynote speaker, should be presented by itself in a short paragraph to ensure that it won't be overlooked.
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a.
True
b.
False
83. One reason that customers leave complaint messages on social networking sites such as Facebook and Twitter is that
they may receive faster responses to online postes and tweets than to customer service calls.
a.
True
b.
False
84. Rate increases and price hikes should always be communicated in a written letter, and never announced online.
a.
True
b.
False
85. When denying a claim, use a statement such as If you had read the instruction booklet that came with the air
conditioner, you would have known to change the filter every three months to let the customer know why the claim must
be refused.
a.
True
b.
False
86. A letter refusing credit might include a statement such as Cash purchases receive a 2 percent discount.
a.
True
b.
False
87. The reasons for refusing credit should always be clearly explained.
a.
True
b.
False
88. Because Alexis knows her staff well, she should deliver all bad-news messages to them using the direct organizational
pattern.
a.
True
b.
False
89. When organizations are involved in a crisis such as serious financial problems or public controversy, they are wise to
keep the bad news from employees, customers, and stockholders for as long as possible.
a.
True
b.
False
90. When denying an application for employment, be as specific as possible about why the candidate was rejected.
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a.
True
b.
False
91. One important goal in communicating bad news is to make sure your reader ____________________ and, in the best
case, accepts the bad news.
92. ____________________ is the legal term for any false statement, written or spoken, that harms an individual's
reputation.
93. When abusive language is written, it is called ____________________.
94. When abusive language is spoken, it's called ____________________.
95. The ____________________-guy syndrome refers to a situation in which the writer's statements make the reader feel
better but may be misleading or inaccurate.
96. When the bad news is not damaging, when the reader may overlook the bad news, or when firmness is necessary, the
____________________ organizational pattern should be used.
97. Business communicators should use the ____________________ organizational pattern to deliver bad news when the
news will be personally upsetting, will provoke a hostile reaction, will threaten the customer relationship, or is
unexpected.
98. A neutral or positive opening that reduces shock or pain and does not reveal the negative news is called a(n)
____________________.
99. An ___________ is defined as an "admission of blameworthiness and regret for an undesirable event.”
100. ____________________ is the ability to understand and enter into the feelings of another.
101. Without a sound explanation of the __________ for denying a request, refusing a claim, or revealing other bad news,
a message will fail, no matter how cleverly it is organized or written.
102. One useful technique for reducing the pain associated with a negative-news message is to place the refusal in a(n)
____________________ clause.
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103. Your iPhone cannot be repaired at our local facility uses ____________________-voice verbs to deliver the
negative news.
104. One way to soften negative news in a message is by suggesting a compromise or ____________________ to the
receiver, such as suggesting that a loan applicant return with a cosigner to reapply.
105. The ____________________ of a negative-news message should include a pleasant statement that promotes
goodwill.
106. Closing a bad-news message with a statement such as Visit our website soon for our summer concert schedule uses
____________________ information or sales promotion to encourage the customer's continued patronage.
107. If you’re not sure how your reader will react to a request refusal, use the ________________ organizational strategy.
108. The ____________________ Credit Reporting Act and Equal Credit Opportunity Act state that consumers who are
denied loans must receive a notice of "adverse action" explaining the decision.
109. Morale can be destroyed when employees learn of major events affecting their jobs through the
____________________ or from news accounts⎯rather than from management.
110. When you must turn down a job applicant, you can reduce the receiver's disappointment somewhat by using the
___________ organizational strategy.
111. When communicating bad news, business communicators have five important goals. List and explain four of these
goals.
112. List three situations when the direct organizational pattern can effectively be used to deliver negative bad news; then
give an original workplace example of each.
113. You are writing a bad-news letter to the dean of your alma mater, who has asked you to speak at this year's
graduation ceremony, but you have a prior commitment. You must come up with an effective buffer to begin your letter.
Decide which technique you'll use, describe it, and write the actual buffer statement you would use.
114. Many techniques can be used to cushion the bad news. List four of these techniques, and give an original example of
each.
115. Several techniques can be used to close a bad-news message positively. List four of these techniques and give an
original example of each.
