Exam 8: Writing Negative Messages

As a Fire Insurance Claims Adjuster with Veritas Insurance,Marshall must send a message to Synthesis Inc.refusing their claim for damages caused due to a fire in their warehouse.He uses the direct method to organize the message.Which of the following statements,if true,would support Marshall's choice?

When closing a negative message organized by using the indirect approach,you should always be ________.

Lara is responding to a customer who complained that his broadband service was down for two days during a recent storm and that he missed out on some important business communications as a result.Which of the following lines reflects the best way in which Lara can apologize to this customer?

When using the indirect method to organize a negative message that makes a clear statement of bad news,it is wise to ________.

In which of the following situations is it appropriate to use the direct approach to organize negative news messages?

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

What are the guidelines for handling bad news about transactions?

Rewrite the following phrase using positive words rather than negative ones. Because your payment was late,we cannot ship your order until next month.

When conveying negative organizational news,you should ________.

In order to respond effectively to negative information in a social media environment,companies should make it a point to respond to each and every rumour and negative message.

A good buffer ________.

Whenever possible,avoid using "company policy" as the reason for the bad news.

The primary advantage of using the direct approach is that it is ________.

When using the indirect approach to organize your negative news message,you should open with a(n)________.

Which of the following is true about refusing routine requests?

When developing messages conveying negative organizational news,one should match one's approach to the situation.As a public relations executive at a multinational food company,what approach would you use when sending a message communicating to the public a recall of a batch of canned food that was found to have been contaminated with e-coli virus? Would you use the same approach to inform the public that you are discontinuing a certain line of cereals due to low demand? Why/why not?

The direct approach for delivering bad news is best for people who ________.

You should use the direct approach to organize negative news messages when ________.

When using the indirect approach to organize your negative news message,you should open with a ________.

Rewrite the following phrase using positive words rather than negative ones: You made a mistake on this bill.