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 applyWhich of the following are appropriate for an effective delivery in person of bad news to a client?Multiple select question.a buffer to let the person get ready emotionally to hear the newsa rationale followed by the bad newsan explanation of how the news will immediately affect the person's situationa closing that focuses on prior disagreements

Multiple Select QuestionSelect all that applyWhich of the following are true about discussing the short-term effects of bad news? (Choose every correct answer.)Multiple select question.It is important to discuss what the bad news means to recipients, instead of minimizing it.Skipping a discussion of the negative impact on the recipients will make them see you as detached from their needs.Focusing on the "silver lining" of the situation is a sure way to help the person feel more optimistic.It is best to avoid discussing the negative consequences, because it is unpleasant and may anger recipients.

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.

Multiple Select QuestionSelect all that applyWhich of the following considerations in timing the delivery of bad news are true?Multiple select question.You can lose credibility if others think you have wrongfully waited to deliver bad news.The timing for delivering bad news has little influence on how people receive the message."Delivering bad news in a timely fashion" means putting off any announcements as long as possible.If you deliver bad news without knowing the details, you can create unnecessary worry.