Which of the following is a goal when handling bad news about ...

[abc]

Which of the following is a goal when handling bad news about transactions?
 
  A) Stating your reasons as carefully as possible
  B) Stating your reasons as positively as possible
  C) Stating the bad news as clearly as possible
  D) Explaining how you plan to resolve the situation as clearly as possible
  E) Avoiding details about the situation as much as possible

Question 2

An effective buffer serves as a transition to the explanation and information section of the indirect message.
 
  Indicate whether the statement is true or false.

[debra928]

Answer to Question 1

Answer: D
Explanation: D) Bad news about transactions is always unwelcome and usually unexpected. When you send such messages, you have three goals: (1) modify the customer's expectations, (2) explain how you plan to resolve the situation, and (3) repair whatever damage might have been done to the business relationship.

Answer to Question 2

Answer: TRUE
Explanation: An effective buffer serves as a transition to the next part of your message, in which you build up the explanations and information that will culminate in your negative news. An ideal explanation section leads readers to your conclusion before you come right out and say it.

[abc]

Thanks for the timely response, appreciate it

[Joy Chen]

Gracias!