Multiple Select QuestionSelect all that applyYou should review bad-news messagesMultiple select question.to make sure you are being respectful.before the bad news is sent.only if they affect people outside your organization.because recipients may misinterpret the news.

Multiple Select QuestionSelect all that applyRereading bad-news messages several times before sending themMultiple select question.helps you try to see the message from the perspective of the recipients.can prevent time being wasted due to misunderstandings.usually leads you to question yourself and make unneeded and ineffective changes.can allow you to remove emotionally charged words and soften the tone.

Multiple Select QuestionSelect all that applyWhich of the following are ways in which you can make the situation better for recipients of bad news?Multiple select question.Assure recipients that they had no role in the problem.Deliver the news in a timely manner.Use the right mix of communication channels.Understand how the news affects recipients.

Multiple Select QuestionSelect all that applyWhich of the following are recommended practices for written bad-news communications to customers?Multiple select question.Include the same basic elements as other bad-news messages.Use aggressive verbs and "you" statements.Point out alternatives the customer can control.Focus on the effect of customers' actions on the company.

Multiple Select QuestionSelect all that applyWhen is it usually acceptable to provide written notice of bad news to external partners? (Choose every correct answer.)Multiple select question.If you are replying to a written requestWhen your audience prefers corresponding in written formWhen the bad news is not severeAs long as you do not follow up with a visit or phone call

Select all that applyWhich of the following statements are true about bad-news messages? (Choose every correct asnwer.)Multiple select question.They should show goodwill toward the recipients.They should be delivered promptly.They should include many complex details and rationalizations.They can be delivered through different appropriate channels.