Essentials of Business Communication Chapter 8
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Questions and Answers

What is the primary purpose of a buffer statement in a business communication?

  • To present the bad news directly
  • To create a negative tone
  • To establish a positive tone before delivering the bad news (correct)
  • To provide a sales promotion
  • Which of the following is a strategy for deemphasizing bad news in a business communication?

  • Referring to the bad news repeatedly
  • Avoiding the use of positive words
  • Using a direct and abrupt tone
  • Positioning the bad news strategically (correct)
  • What should be included in a writing plan for refusing requests or claims?

  • A direct refusal without explanation
  • A sales promotion and a forward look
  • A freebie and good wishes
  • A buffer statement, reasons, and bad news (correct)
  • Why is it important to use positive words when explaining the logic behind bad news?

    <p>To show reader benefits, if possible</p> Signup and view all the answers

    What is the purpose of a forward look in a business communication?

    <p>To look forward to continued business</p> Signup and view all the answers

    Why should a writer avoid using words that create a negative tone when presenting reasons for a refusal?

    <p>To create a positive tone</p> Signup and view all the answers

    What should be avoided when closing a business communication that involves bad news?

    <p>Referring to the bad news</p> Signup and view all the answers

    What is the purpose of a closing statement in a business communication that involves bad news?

    <p>To renew good feelings and look forward to continued business</p> Signup and view all the answers

    How can a writer soften the blow of bad news in a business communication?

    <p>By positioning the bad news strategically</p> Signup and view all the answers

    Why is it important to include a key idea or word in a buffer statement?

    <p>To act as a transition to the explanation</p> Signup and view all the answers

    Study Notes

    Evaluating Buffer Statements

    • A buffer statement is an opening sentence that sets the tone for a refusal letter, e.g., complimenting the reader's organization.
    • The buffer statement should not imply approval, only appreciation.

    Presenting the Reasons

    • Be cautious when explaining reasons for refusal.
    • Cite reader benefits, if possible.
    • Explain company policy, if relevant.
    • Choose positive words to convey the message.
    • Show that the matter was treated seriously and fairly.

    Techniques for Deemphasizing Bad News

    • Avoid the spotlight: put the bad news in the middle of a paragraph.
    • Use a long sentence to reduce emphasis on the bad news.
    • Place the bad news in a subordinate clause.
    • Use the passive voice to deemphasize bad news.
    • Be clear but not overly graphic in delivering bad news.
    • Imply the refusal rather than stating it directly.
    • Suggest an alternative to the bad news.

    Using the Passive Voice

    • Passive-voice verbs focus attention on actions rather than personalities.
    • Passive voice is useful in being tactful.

    Writing Plan for Refusing Requests or Claims

    • Buffer: start with a neutral statement, such as a compliment or apology.
    • Reasons: present valid reasons for refusal, avoiding negative tone.
    • Bad News: soften the blow by positioning the bad news strategically.
    • Closing: renew good feelings with a positive statement.

    Writing Plan for Announcing Bad News to Customers and Employees

    • Buffer: open with a compliment, appreciation, or good news.
    • Reasons: explain the logic behind the bad news using positive words.
    • Bad News: position the bad news so that it does not stand out.

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    Evaluate the effectiveness of a letter refusing a donation request, focusing on the opening statement's tone and impact.

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