Exam 9: Delivering Negative Messages

Jessica has been a loyal customer of the Deluxe Bank for more than ten years. Over the years, she has never faced any major problems with the bank. However, when she applied for a house loan recently, her request was rejected. In response, Jessica closed her current account with the bank and switched to another bank. Her response illustrates the phenomenon of

Jetline Airways regularly emails its customers with quarterly statements of their earned frequent flier miles. Now, to save money, the company is going to stop mailing statements and ask customers to look up the information on the airline's website. Which of the following illustrates the most effective way to recast the situation as a positive message?

How can you best express refusals in a message? Explain.

Lynn has received repeated negative feedback about her attitude toward her co-workers. In spite of this, she has continued to behave disrespectfully with a few of them. A suitable response from the company in this situation is to

Messages that at first appear to be negative cannot be structured to create a positive feeling.

If Tina is angry about her team's failure to meet a deadline, how should she communicate this to her team?

Performance reviews will be positive when they are designed to

Which of the following ways is the right way to deal with criticism?

Haruka's business flight back to the city where she works was delayed by two days, and she was very upset about having to pay for two additional nights at her hotel. While writing a complaint to the airline, which of the following should Haruka follow?

RVM Corp. is currently in the process of hiring recent college graduates for its internship positions. Which of the following should the company do when emailing candidates who did not qualify for an in-person interview round?

Which of the following is the most likely result of communicating honest reasons for a company's layoffs?

Using the phrase "I am sorry that we are unable to" will help to soften a negative message.

Which of the following is a result of providing a reason for a negative message?

Give an example of how you should convey a negative message to a customer.

Many large corporations now have ________ handling negative social media posts.

All negative messages should contain an apology in order to sound sincere.

Which of the following actions is recommended when dealing with criticism?

April needs to tell her subordinate Naila that she will not be given a raise despite her excellent work. Before sending the message, April considers the severity of the message, the degree of surprise the subordinate will experience, her corporate culture, and her relationship with the subordinate. In this scenario, April is most likely considering these factors in order to

Which of the following statements about resignation letters written by employees is true?

Which of the following statements about layoffs is true?