Author Question: Explaining negative news in the body of your message A) is required in all negative messages. B) ... (Read 164 times)

yoooooman · **on:** Jun 23, 2018

Explaining negative news in the body of your message

A) is required in all negative messages.
B) adds unnecessary verbiage to the message.
C) is guaranteed to confuse even the most conscientious readers.
D) is required for external audiences but isn't useful for internal audiences.
E) is often helpful when you're writing to an important customer.

Question 2

What are your five main goals when delivering bad news?

What will be an ideal response?

bbburns21 · **Reply #1 on:** Jun 23, 2018

Answer to Question 1

Answer: E
Explanation: E) In most cases (but not all), you should provide an explanation. A carefully worded explanation won't confuse your audience, no matter whether it's internal or external. When you're writing to an important customer, a detailed explanation in a negative message can help you maintain that business relationship.

Answer to Question 2

Answer: In any negative message, your main goals are to (1) convey the bad news, (2) gain acceptance for it, (3) maintain as much goodwill as possible, (4) maintain a good image for your organization, and (5) (if appropriate) reduce or eliminate the need for future correspondence on the matter.