Taylor Must Send a Bad-News Message to a Client and Indicate

question 35

Multiple Choice

Taylor must send a bad-news message to a client and indicate to her that he will be unable to meet a delivery deadline. What should Taylor do first?

• A) Select a soothing color of stationery for the message.
• B) Gather information about his reasons for not meeting the deadline.
• C) Write the opening of his message.
• D) Analyze the bad news to see how it will affect his reader.

Recognize the impact of service branding on consumer perception and the introduction of new services.

Appreciate the intangible nature of services and its implications on pricing and consumer perception of quality.

Understand the legal definition and characteristics of negotiable instruments under the Bills of Exchange Act.

Recognize the liability shift from the drawer to the financial institution once a cheque is certified, in the absence of defects.

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Definitions:

Overjustification Effect

In the absence of obvious external determinants of our behaviour, we assume that we freely choose the behaviour because we enjoy it.

BIRGing

Basking in Reflected Glory; that is, name-dropping to link yourself with desirable people or groups and thus improve other people’s impression of you.

Self-schemas

Represents cognitive structures derived from past experience that help organize and guide an individual's processing of information about themselves.

Compartmentalised

Divided into sections or categories that separate different elements or aspects, often to organize or manage more efficiently.