A) clear statement of the bad news
B) explanation for the news
C) neutral statement unrelated to the purpose of the message
D) positive statement, expressing genuine optimism for the future
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A) We regret to inform you that your shipment will arrive a week late.
B) Due to unavoidable circumstances, your shipment has been delayed by a week.
C) Your shipment will be delivered next week.
D) Your shipment will arrive next week, even though we promised that you would receive it this week.
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A) utilize the element of surprise to buy time to prepare a response
B) use face-to-face communication, not electronic communication
C) ideally use the direct approach
D) if possible, give yourself enough time to plan and manage a response
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A) Put the bad news as the main clause of a compound or complex sentence.
B) Avoid putting the bad news in parenthetical expressions.
C) Maximize the space or time devoted to the bad news.
D) De-emphasize the bad news.
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Bad news about transactions is always un...View Answer
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An organization should follow these four...View Answer
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A) All the rejected applicants are offered the option of registering for the two-year diploma course in management instead, which has the same standing in the job market as an MBA.
B) The college was recently refused a grant that it had applied for to support its MBA program.
C) The college's decision is final and further discussion or communication about the matter will not be entertained.
D) Owing to the large number of enrollments it accepts and its above average rating, this college is considered a "safety net" college by several applicants-a college they wouldn't mind getting into if the bigger names don't work out.
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A) include a sincere apology
B) give additional information about the bad news revealed in the opening
C) first reveal the bad news and then suggest alternative courses of action
D) signal the negative news ahead
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A) you want to soften the blow of the negative news
B) the reader has an emotional investment in the situation
C) the bad news is not expected by the reader
D) the bad news will not come as a shock to the reader
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The bill was incorre...View Answer
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1. Agreement-Find a point on which you a...View Answer
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A) We would love to grant your request but budget constraints do not allow us to do so at this point.
B) We share your goal of increasing the company's revenues by 25% this year.
C) The marketing department is doing a great job out there and we would like to do all we can to help.
D) This year has proven to be one of dramatic growth for our company.
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A) avoid using "company policy" as the reason most of the time
B) start with the most negative points and then move on to increasingly positive ones
C) present your reasons in a clearly apologetic tone
D) avoid going into details of the reasons for the bad news
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A) indirect
B) short
C) direct
D) informal
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