61.
The closing in a negative announcement should
62.
Which of the following is true of writing negative announcements that maintain goodwill?
63.
Which of the following should you avoid when selecting a strategy for announcing negative
news?
64.
Which of the following is true of writing negative announcements that maintain goodwill?
9-56
65.
Which of the following should be the first step when preparing a negative announcement?
Short Answer Questions
66.
Give an example of a situation where the direct approach would be the best choice for
delivering a bad-news message and an example of a situation where the indirect approach
would be best.
67.
Explain the role of a strategic buffer in a bad-news message.
68.
Briefly describe how to present bad news positively.
69.
Briefly describe the guidelines and considerations for apologies in a refused request.
70.
Briefly describe how one should develop a strategy while refusing a request.
71.
How should the closing in a refusal letter be worded?
72.
Describe the outline for the general plan for the indirect approach to refused requests.
73.
Describe how a strategy is developed when writing adjustment refusals.
74.
When writing adjustment refusals, how should one refuse positively and close
courteously?
75.
What strategies should one consider when faced with the situation of making a negative
announcement?