| A | B |
|---|
| Using the ________ organizational pattern to deliver bad news is especially appleaing to relationship-oriented writers. | indirect |
| One primary goal in communicating bad news is to make sure your reader understands and ________ the bad news. | accepts |
| When the bad news is not damaging or when the reader may overlook the bad news, the __________ oraganizational pattern should be used. | direct |
| _____________ is the legal term for any false statement, written or spoken, that harms an individual's reputation. | Defamation |
| When abusive language is written, it is called __________. | libel |
| When abusive language is spoken, it's called __________. | slander |
| The _______-guy syndrome refers to a situation in which the writer's statements make the reader feel better but may be misleading or inaccurate. | good |
| A neutral or positive opening that does not reveal the bad news is called a(n) ________. | buffer |
| One useful technique for reducing the pain associated with a bad news message is to place the refusal in a(n) ________________ clause. | subordinate dependent |
| Your memory card reader cannot be repaired at our local facility uses ___________-voice verbs to deliver the bad news. | passive |
| In a message containing bad news, depersonalize a negative action by using __________-voice verbs. | passive |
| The refusal statement in a bad news messge may be ____________ , rather than explicit, as long as the refusal is very clear to the reader. | implicit implied |
| One way to soften bad news in a letter is by suggesting a(n) ________________ to the receiver. | compromise alternative |
| Bad-news messages should always close with a pleasant statement that promotes __________ and a forward look. | goodwill |
| Closing a bad-news message with a statement such as Visit our Web site soon dor the best selection of our new fall line uses sales ____________ to encourage the customer's continued patronage. | promotion |
| Use the ____________ oraganizational pattern for most routine refusals, including those that turn down requests for favors, money, information, or action. | indirect |
| Although I am unavailable that day, I would be glad to ask Mr. Jensen if he would be free to give you a tour of the plant effectively declines a request by placing the bad news in a(n) _______________ clause. | subordinate dependent |
| Bad-news messages sent to customers usually include __________ or sales promotion emphasis. | resale |
| Letters that say no to job applicants differ from other bad-news messages in that the reasons for the refusal should usually be __________, rather than specific. | general |
| When delivering bad news in other countries, it's important to remember that in many high-context cultures, saving ________ is important. | face |
