Exam 9: Negative Messages

The bad feelings associated with disappointing news can generally be reduced if the receiver ________.

Which of the following is the best advice during Phase 1 of the writing process when delivering negative news?

Ethan has already written three letters to a customer whose account is now several months past due.His fourth letter to the customer should use a direct pattern.

Roger's company will be raising the prices of its basic services,and Roger must write to customers to inform them of these increases.What is the most important thing he should do when writing this message?

An important goal when delivering negative-news messages is to maintain friendly relations with the receivers and to regain their confidence.

________-voice verbs are effective in many bad-news messages because they enable you to highlight the action rather than focusing attention on a person.

Which of the following is the best example of an effective buffer in a bad-news letter telling a job applicant that she didn't get the position for which she interviewed?

The closing paragraph of a bad-news message should include ________.

Select the best buffer to open a letter that refuses a request from a local nonprofit organization for a charitable donation.

What is the best advice for closing a bad-news letter?

A customer's demand for a full refund is an example of a claim.

One way to soften negative news in a message is by suggesting a compromise or ________ to the receiver,such as suggesting that a loan applicant return with a cosigner to reapply.

When you have negative news to deliver,one of your first considerations is how the message will affect its receiver.

Most job refusal letters ________.

Closing a bad-news message with a statement such as Visit our website soon for our summer concert schedule uses ________ information or sales promotion to encourage the customer's continued patronage.

Katie makes an abusive statement about David.This language may be actionable if Katie's statement is false,if she sends the message by e-mail to another employee,and if________.

Asking yourself whether what you have written is too blunt or too subtle is an example of ________ your message.

Chuck sent a letter to a teacher who had requested a tour of his company.In the letter he included the sentence Although we would love to have your class visit our company,much of the work area is too dangerous for group tours.What has Chuck done that might lead to legal difficulties?

________ is the ability to understand and enter into the feelings of another.

List three situations when the direct organizational pattern can effectively be used to deliver negative bad news;then give an original workplace example of each.