Exam 9: Negative Messages

When organizations are involved in a crisis such as serious financial problems or public controversy, they are wise to keep the bad news from employees, customers, and stockholders for as long as possible.

In addition to starting with a buffer, what is another major difference between the direct and indirect strategies?

The ____________________ of a negative-news message should include a pleasant statement that promotes goodwill.

Morale can be destroyed when employees learn of major events affecting their jobs through the ____________________ or from news accounts⎯rather than from management.

When the bad news is not damaging, when the reader may overlook the bad news, or when firmness is necessary, the ____________________ organizational pattern should be used.

One reason that customers leave complaint messages on social networking sites such as Facebook and Twitter is that they may receive faster responses to online posts and tweets than to customer service calls.

Which of the following is the best advice for delivering the bad news?

Which of the following statements about delivering bad news within an organization is most accurate?

To avoid charges of discrimination or wrongful actions, how do legal advisors recommend that organizations write employment rejection letters?

One important goal in communicating bad news is to make sure your reader ____________________ and, in the best case, accepts the bad news.

Which of the following statements demonstrates a step in Phase 1 of the writing process for delivering negative news?

In a recommendation letter, Nathan falsely accuses former employee Olivia of treating her supervisor disrespectfully. What is this action considered?

You're not sure how your reader will react to the bad news you will be delivering. Which of the following should you do?

Which of the following statements describes the responsibility of company employees when communicating in business?

Jie is writing a bad-news message to his supervisor and is now in Phase 3 of the writing process. What should he do during this phase?

Which of the following statements about negative workplace messages is accurate?

Which of the following statements best describes when to use the direct pattern for bad news?

When abusive language is written, it is called ____________________.

You should never apologize in a negative-news message because doing so admits responsibility.

The bad feelings associated with disappointing news can generally be reduced if the reader is not told the reasons for the rejection.