BUS 215 EXAM 3

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Exam (elaborations)

BUS 215 EXAM 3

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Institution BUS 215

Course BUS 215

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BUS 215 EXAM 3 ** Goals in Communicating Negative news ** - CORRECT ANSWER-Clear & Complete, Professional, Empathy and sensitivity, Fair and impartial, maintain relationships What is a Buffer? - CORRECT ANSWER-The first sentences(1-2) of the bad news message. The 1st paragraph. Reduces shock or pain, a neutral but meaningful statement that makes the reader continue reading, a concise relevant opening that provides a natural transition to the explanation that follows, keeps the reader from an immediate negative reaction. When to Apologize? - CORRECT ANSWER-For the purpose of this class- we will NOT make apologies in bad-news messages. Apology - CORRECT ANSWER-admission of blameworthiness and regret for an underestimate event. Should go at the beginning of the message and then not mentioned again. The body= explanation - CORRECT ANSWER-Should be in paragraph 2. Give a clear explanation . find a reader benefit. Explain company policy in a positive way. Don't quote "company policy states..." the positive words. Be fair and serious. Ex: poor: We looked into the situation and will send you a partial refund next week. good: After reviewing the email you sent on May 1, your account of charges for the past 2 months, you are due a partial refund in the amount of $65.00 What is the bad-news sandwich and how does it work? - CORRECT ANSWER-Place the bad news between the explanation and the silver lining. At the end of the 2nd paragraph, after the explanation Bad news & Silver Lining are in the same sentence if possible. Do not end the sentence or the paragraph with bad news. Positive Close - CORRECT ANSWER-Avoid cliche closings such as: thank you for your business, if you need anything please call. Forward Looking - CORRECT ANSWER-Anticipate future relations or business. Ex: We look forward to working with you to fulfill all your business needs.

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Uploaded on: June 19, 2025
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Written in: 2024/2025
Type: Exam (elaborations)
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