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Exam 11: Writing Negative Messages

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Question 31

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Delivering bad news effectively requires special attention to ethics and ________.

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verified

etiquette
Explanation:Situations that in...

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Question 32

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Customers who make a claim or request an adjustment tend to be ________ involved; therefore, the indirect method is usually best for refusals.

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emotionally
Explanation:When you take th...

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Question 33

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If the stakes are high for you or your receiver, use an ________ to deliver negative information.

What is a "buffer," and what function does it serve in negative messages?

When you are refusing a routine request from someone in an established relationship, you

A crisis management plan should

Since termination letters are highly controversial, you should never deliver them in person.

Rewrite the following negative message using positive words rather than negative ones: "Since you failed to send payment, we cannot ship your order."

In a negative message using the indirect approach, an effective explanation section leads readers to your conclusion before you come right out and say it.

The ________ section of a negative message using the indirect approach should lead readers to your conclusion before you come right out and say it.

Briefly describe the elements of a negative message that uses the indirect approach.

Employees are more likely to accept negative news if it is delivered in ________, rather than in writing.

List at least three guidelines that can help you avoid being accused of defamation.

Use direct statements such as I must refuse and We cannot allow to help your audience accept the bad news you are delivering.

The buffer for a negative message should be positive.

When evaluating employees, it is important to ________ performance problems carefully to support any decisions that need to be made about pay, promotions, or termination.

If you must give an employee a negative performance review,

An advantage of the direct approach for communicating bad news is that it keeps the message short.

Even when you are positive the person making a claim or request for adjustment is not telling the truth, it is vital to avoid saying or writing anything the recipient might interpret as ________. If you do not, you increase the likelihood that you and/or your company will be sued.

The main purpose of a(n)________ review is to improve employee performance.