To convey empathy and sensitivity when delivering bad news, you should
A) show that you are human by using strong, forceful language.
B) accept blame and apologize when appropriate.
C) avoid explaining the reasons for the bad news.
D) always cite company policy.
Ques. 2One of your goals in sending messages is to project a professional and positive image. One technique to project the proper image is by
A) responding briefly without providing clear details.
B) employing an irate tone.
C) using forceful or aggressive language.
D) controlling your emotions.
Ques. 3Business communicators have many goals in conveying negative news. Which of the following is not a goal in communicating negative news?
A) Explaining clearly and completely
B) Maintaining friendly relations
C) Being fair
D) Demonstrating the company's superiority in the global marketplace
Ques. 4The bad feelings associated with disappointing news can be reduced if the receiver feels that the news was revealed sensitively, believes that the matter was treated seriously and fairly, and
A) knows the reasons for the rejection clearly.
B) learns of the bad news directly.
C) understands the legal implications of the bad news.
D) receives the bad news via certified mail.
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