Fundamentals Of Business Communication Quiz Part- V

One of the most important aspects of the indirect plan is that the reasoning to justify the negative information is presented before the negative information itself. This approach helps to soften the impact of the negative news and allows the receiver to better understand the reasoning behind it. By providing the justification first, it can help to minimize any negative emotional reactions and make the receiver more receptive to the news.

If the opening buffer and logical explanation are effective, the receiver will respond favorably to the words you chose for the logical explanation. This means that if the initial statement and the subsequent explanation are well-crafted and persuasive, the receiver will have a positive reaction to the information being conveyed. The receiver will be more likely to accept and understand the negative information, and may even be swayed to agree or support the sender's viewpoint.

The negative information section of a negative message should come immediately after the logical explanation. This is because it is important to provide the explanation first, allowing the recipient to understand the reasoning behind the negative message. Placing the negative information immediately after the explanation ensures clarity and helps the recipient to process the message effectively. By following this structure, the negative information is presented in a clear and concise manner, minimizing confusion and potential misunderstandings.

The indirect plan is a communication strategy that focuses on presenting negative information in a more subtle and tactful manner. It aims to maintain a calm approach and allows reason to prevail by presenting the negative information indirectly. This approach can potentially change a negative situation to a positive one by minimizing the impact of the negative information. Therefore, the statement "It emphasizes the negative information" is not an advantage of the indirect plan as it goes against the purpose of this communication strategy.

The indirect plan in communication is a strategy that focuses on the receiver's interests and benefits. It aims to persuade and engage the audience by using emphasis techniques and relating to the opening buffer. Option A states that the indirect plan stresses receiver interests and benefits, which aligns with the logical explanation. Option C states that it relates to the opening buffer, which is also a valid point. Therefore, the correct answer is that the indirect plan includes both A and C.

A form memo is not a proper way to communicate a credit refusal because it lacks personalization and can come across as impersonal and insensitive. A credit refusal should be communicated in a more personalized manner, such as through a personalized letter, a telephone call, or a face-to-face conversation, which allows for a more empathetic and understanding approach. A form memo may not effectively convey the reasons for the refusal or address any concerns or questions the recipient may have, leading to a negative customer experience.

Addressing the negative information in the middle of a paragraph is the best way to implement the requirement of using de-emphasis techniques. This approach allows for a balanced presentation by sandwiching the negative information between more positive or neutral points. By placing the negative information in the middle, it avoids drawing excessive attention to it and maintains a more coherent flow in the communication. This technique helps to soften the impact of negative information and makes it easier for the receiver to process and accept.

A claim message should not be developed using the indirect plan because the indirect plan is typically used for delivering negative or unfavorable news. A claim message, on the other hand, is used to express dissatisfaction or request compensation for a product or service. It is more effective to use a direct approach in a claim message to clearly state the issue and desired resolution, rather than using the indirect plan which may confuse or delay the resolution process.

The opening "Your recent purchase of a ..." would be best for a letter in which you are refusing an adjustment because it directly addresses the issue at hand and sets the tone for the rest of the letter. It acknowledges the customer's recent purchase and indicates that the letter will be discussing the matter further. This opening allows for a clear and concise explanation of why the adjustment cannot be made, without sounding overly apologetic or defensive.

The correct answer is "sender initiated" because an unsolicited negative message is one that is initiated by the sender without any prior request or invitation from the recipient. Unlike other negative messages that may be in response to a specific message or unexpected by the sender, the unsolicited negative message is intentionally initiated by the sender themselves. It may be sent for various reasons, such as expressing dissatisfaction, delivering criticism, or sharing negative feedback without being prompted or asked to do so.