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 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 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 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.

Multiple Select QuestionSelect all that applyWhen making decisions concerning bad news, you shouldMultiple select question.verbally attack anyone who questions your assumptions.evaluate your own emotions.remove defensiveness and favoritism from your judgment.collect information from different sources.