MANG 2790- Final Exam With
Complete Solution
What are the five main goals of delivering negative news? - ANSWER 1) To
convey the bad news (deliver)
2) To gain acceptance of the bad news
3) to maintain as much of your audience's goodwill as possible
4) to maintain a good image for your organization
5) to reduce or eliminate the need for future correspondence on the matter,
if appropriate
What are assumptions you have about your audience when delivering
negative news? - ANSWER How would the audience feel and react to this
news?
How it is important to the audience?
How to make sure you don't hurt the audience feeling
Send All the details to make sure the audience know what going on to show
that you respect them?
What approach might help the audience accept high-impact negative news? -
ANSWER Indirect approach might help the audience accept high impact
negative news because it is helps the readers to prepare for hearing the bad
news by presenting the reasons first. The purpose of this approach is to ease
the blow and help readers accept the situation. When it is done well, it is
,good example of audience orientated communication crafted with attention
to ethics and etiquette. Showing consideration for the feeling of others is
never dishonest
YOU gotta show the audience that you respect them
What considerations do you have when deciding on the correct approach? -
ANSWER 1) Do you need to get the reader's attention immediately? If the
situation us emergency, or if someone has ignored repeated messages, the
direct approach can help you get attention quickly
2) Does the recipient prefer a direct style of communications? Some
recipients prefer to direct approach no matter what, so if you know this, go
with direct
3)How important is this news to the reader? For minor or routine scenarios,
the direct approach is nearly always best. However, if the reader has an
emotional investment in the situation or the consequences to reader are
considerable, the indirect approach is often better, particularly if the bad
news is unexpected
4) will the bad news come as a shock? The direct approach is fine for many
business situation in which people understand the possibility of receiving
bad news. However, if the bad news might come as a shock to readers, use
the indirect approach to help them prepare for it
Briefly discuss an issue that you would consider differently when delivering
negative news to an internal audience, as compared to delivering it to an
external audience. - ANSWER The messages described in previous section
deal with internal matters or individual interactions with external parties.
From time to time, managers must also share negative information with
,public at large, and sometimes respond to negative information as well
Most of these scenarios have unique challenges that must be addressed on a
case by case basis, but the general advice offered here applies to all of them
negative organizational messages to external audiences can require extensive
planning
using the direct approach for negative news, - ANSWER A negative message
using the direct approach opens with the bad news, proceeds to the reasons
for the situation or the decision, and ends with a positive statement aimed at
maintaining a good relationship with the audience.
Steps for direct approach
1) Opening with a clear statement of the bad news
2) providing reasons and additional information
3) Closing on a respectful note
1) Opening With a Clear Statement of the Bad News (Direct Approach) -
ANSWER No matter what the news is, come right out and say it, but maintain
a calm, professional tone that keeps the focus on the news and not on
individual failures or other personal factors. Also, if necessary, explain or
remind the reader why you're writing.
2) providing reasons and additional information (Direct Approach) - ANSWER
-the extent of your explantation depends on the nature of the news and your
relationship with the reader
For ex: if you want to preserve a long-standing relationship with an
important customer, a detailed explanation could well be worth the extra
, effort such a message would require.
-in some situations that explain negative news is not appropriate or helpful.
In order to maintain your relationship with the reader, you should explain
why you cant provide information
-Apology or not? depend! some people think that is expression of sympathy
or some people think it admit the fault and take responsible
- Some experts have advised that a company should never apologize, even
when it knows it has made a mistake, because the apology might be taken as
a confession of guilt that could be used against the company in a lawsuit.
-HOWEVER, effective apology can help repair and improve a company
reputation
Steps for Apology:
1) the apology should be deliver by someone whose position in the
organization corresponds with the gravity of the situation
2)The apology needs to be REAL
3) Apology need to be delivered quickly, particularly, in social media age
4) media and channel choices are crucial- The right choice can range from a
private conversation to a written message posted or distributed online to a
public press conference, depending on the situation.
3) Closing on respectful note (Direct Approach) - ANSWER After you've
explained the negative news, close the message in a manner that respects the
impact the news is likely to have on the recipient.
If appropriate, consider offering your readers an alternative solution if you
Complete Solution
What are the five main goals of delivering negative news? - ANSWER 1) To
convey the bad news (deliver)
2) To gain acceptance of the bad news
3) to maintain as much of your audience's goodwill as possible
4) to maintain a good image for your organization
5) to reduce or eliminate the need for future correspondence on the matter,
if appropriate
What are assumptions you have about your audience when delivering
negative news? - ANSWER How would the audience feel and react to this
news?
How it is important to the audience?
How to make sure you don't hurt the audience feeling
Send All the details to make sure the audience know what going on to show
that you respect them?
What approach might help the audience accept high-impact negative news? -
ANSWER Indirect approach might help the audience accept high impact
negative news because it is helps the readers to prepare for hearing the bad
news by presenting the reasons first. The purpose of this approach is to ease
the blow and help readers accept the situation. When it is done well, it is
,good example of audience orientated communication crafted with attention
to ethics and etiquette. Showing consideration for the feeling of others is
never dishonest
YOU gotta show the audience that you respect them
What considerations do you have when deciding on the correct approach? -
ANSWER 1) Do you need to get the reader's attention immediately? If the
situation us emergency, or if someone has ignored repeated messages, the
direct approach can help you get attention quickly
2) Does the recipient prefer a direct style of communications? Some
recipients prefer to direct approach no matter what, so if you know this, go
with direct
3)How important is this news to the reader? For minor or routine scenarios,
the direct approach is nearly always best. However, if the reader has an
emotional investment in the situation or the consequences to reader are
considerable, the indirect approach is often better, particularly if the bad
news is unexpected
4) will the bad news come as a shock? The direct approach is fine for many
business situation in which people understand the possibility of receiving
bad news. However, if the bad news might come as a shock to readers, use
the indirect approach to help them prepare for it
Briefly discuss an issue that you would consider differently when delivering
negative news to an internal audience, as compared to delivering it to an
external audience. - ANSWER The messages described in previous section
deal with internal matters or individual interactions with external parties.
From time to time, managers must also share negative information with
,public at large, and sometimes respond to negative information as well
Most of these scenarios have unique challenges that must be addressed on a
case by case basis, but the general advice offered here applies to all of them
negative organizational messages to external audiences can require extensive
planning
using the direct approach for negative news, - ANSWER A negative message
using the direct approach opens with the bad news, proceeds to the reasons
for the situation or the decision, and ends with a positive statement aimed at
maintaining a good relationship with the audience.
Steps for direct approach
1) Opening with a clear statement of the bad news
2) providing reasons and additional information
3) Closing on a respectful note
1) Opening With a Clear Statement of the Bad News (Direct Approach) -
ANSWER No matter what the news is, come right out and say it, but maintain
a calm, professional tone that keeps the focus on the news and not on
individual failures or other personal factors. Also, if necessary, explain or
remind the reader why you're writing.
2) providing reasons and additional information (Direct Approach) - ANSWER
-the extent of your explantation depends on the nature of the news and your
relationship with the reader
For ex: if you want to preserve a long-standing relationship with an
important customer, a detailed explanation could well be worth the extra
, effort such a message would require.
-in some situations that explain negative news is not appropriate or helpful.
In order to maintain your relationship with the reader, you should explain
why you cant provide information
-Apology or not? depend! some people think that is expression of sympathy
or some people think it admit the fault and take responsible
- Some experts have advised that a company should never apologize, even
when it knows it has made a mistake, because the apology might be taken as
a confession of guilt that could be used against the company in a lawsuit.
-HOWEVER, effective apology can help repair and improve a company
reputation
Steps for Apology:
1) the apology should be deliver by someone whose position in the
organization corresponds with the gravity of the situation
2)The apology needs to be REAL
3) Apology need to be delivered quickly, particularly, in social media age
4) media and channel choices are crucial- The right choice can range from a
private conversation to a written message posted or distributed online to a
public press conference, depending on the situation.
3) Closing on respectful note (Direct Approach) - ANSWER After you've
explained the negative news, close the message in a manner that respects the
impact the news is likely to have on the recipient.
If appropriate, consider offering your readers an alternative solution if you
