Exam 9: Negative Messages

Dealing effectively with disappointed customers is an important skill for business communicators.List three of the four strategies that business use to control damage and resolve problems when customers complain.Then,cite two reasons that online complaint sites are gaining momentum.

When writing a letter to a customer denying credit,you should have four goals.Which of the following is not one of these goals?

To avoid charges of discrimination or wrongful actions,legal advisors recommend that organizations write employment rejection letters that are ________.

If you're not sure how your reader will react to a request refusal,use the ________organizational strategy.

Shannon was angry about something that happened at work and called her boss a "fraudster" and a "criminal" on her personal Facebook page.What has Shannon done that might lead to legal difficulties?

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

In asking yourself if your message is too blunt or too subtle,you are ________ the message.

A customer has posted a negative comment on your company's Facebook page about her dissatisfaction with the customer service she received.What should you do?

Gerald discovered that one of his employees has filed a fraudulent expense claim.What is the best advice for Gerald to deliver the bad news to this employee tactfully,professionally,and safely?

When abusive language is spoken,it's called ________.

The purpose of a buffer statement in a negative message is to ________.

In a recommendation letter,Nathan falsely accuses former employee Jacqueline of treating her supervisor disrespectfully.This action is considered to be ________.

Online customer complaint sites are losing momentum because customers no longer feel that they are heard.

A good technique for de-emphasizing negative news is to place it at the end of a paragraph.

Wesley has included this opening statement in a bad-news message to a client: We both realize that the current economic downturn has resulted in lower stock prices.What kind of buffer is this?