Exam 9: Writing Negative Messages

Employees are more likely to accept negative news if it is delivered in ________, rather than in writing.

Since termination letters are highly controversial, you should never deliver them in person.

Which of the following statements does the best job of delivering bad news clearly and kindly?

Even when you are positive the person making a claim or request for adjustment is not telling the truth, it is vital to avoid saying or writing anything the recipient might interpret as ________. If you do not, you increase the likelihood that you and/or your company will be sued.

A poorly written buffer

What four guidelines should you follow in writing effective closings to negative messages?

What is a "buffer," and what function does it serve in negative messages?

Refusing a request to write a recommendation letter generally calls for using the indirect approach and a great deal of diplomacy.

An effective indirect opening for a negative message would be:

One important goal of a buffer is to

If a customer makes an unreasonable claim against your company, there is no need for you to explain why you are rejecting it.

In the close of a negative message, you should

Provide at least five guidelines to observe when making negative organizational announcements.

The ________ section of a negative message using the indirect approach should lead readers to your conclusion before you come right out and say it.

It is a good idea to use "company policy" as a cushion when presenting reasons for bad news.

When composing a negative message, you should try to

To reject someone as clearly and kindly as possible, do all of the following except

In a negative message using the indirect approach, an effective explanation section leads readers to your conclusion before you come right out and say it.

One way to be tactful when giving your reasons for bad news is to

Briefly describe the elements of a negative message that uses the direct approach.