3. (a) The 4 parts are:

• Buffer

• a neutral lead-in to the bad news

• Reasons supporting the negative decision

• present reasons to show that the decision is fair and reasonable
• focus on how the audience might benefit from the negative message

• a clear, diplomatic statement of the negative decision

• make the bad-news less painful by de-emphasizing the bad news visually and grammatically, using a conditional statement, and telling what you did do, not didn’t do
• avoid negative wording and personal language

• a helpful, friendly, and positive close

• build goodwill
• offer a suggestion for action
• provide a look toward the future

3. (b) Pre-planning involves deciding whether:

• Should the call be made at that instant?
• Should the issue be discussed over the phone? – could the explanation be clearer using a fax or letter?
• Should the call be made after the relevant documents have been faxed?

3. (d) A group that is working well:

• Makes additive contributions
• Shows unity – is forward moving
• Makes decisions by consensus
• Has strong commitment to its goals and to each other
• Shows progress, follows procedures, checks interactions
• Sets clear goals
• Generates or considers alternatives
• Discusses and tries to resolve conflicts
• Discusses feelings non-judgementally
• Entrusts leadership to the person who is most qualified

(any 6)

3. (e) Factors are:

• Audience size and composition
• Probable audience reaction
• Level of audience understanding
• Audience relationship with the speaker

Careful analysis of audience can help the speaker decide on the strategy for achieving his purpose. The speaker can then better gear his content/style according to the needs/interest of the audience.

3. (f) Refer to ECS: The Employment Interview, Pg. 347

4. (a) (iv)

(b) (iii)

(c) (iii)

(d) (i)

(e) (ii)

(f) (ii)

(g) (ii)

(h) (iii)

(i) (i)

(j) (i)

(k) (i)

(l) (iii)

(m) (iv)

(n) (iii)

(o) (iv)