Exam 9: Writing Negative Messages

The close of a bad-news message should urge additional communication from the reader.

An important goal of any __________ review is giving the employee a plan of action for improving his or her performance.

When you want to discourage a response from your reader,use the __________ approach.

You should use the indirect plan if you want to present an image of firmness and strength.

List four actions you should take when you need to give a negative performance review.

If you must deliver bad news to a customer about an order,one of your goals should be to work toward an eventual sale along the lines of the original order.

You would use the direct plan for bad-news messages when the message has little or no personal impact on the audience.

Instead of beginning your message with a blunt no,you can use _____________

If current trends are pointing toward negative results sometime in the near future,it's often better to _______________

Experts advise that bad news for employees be delivered in person whenever possible.

When refusing adjustments of claims,use the direct plan in most cases.

A false statement that tends to damage someone's character or reputation is called __________.

List three techniques for de-emphasizing bad news.

List three things a company should do to communicate in a crisis situation.

__________ hiding behind company policy to cushion bad news.

It's best to end a bad-news message on a positive note.

One of the main purposes of giving performance reviews is to improve employee performance by emphasizing and clarifying job requirements.

To avoid being accused of defamation when you refuse an adjustment _____________

A woman returns a formal dress to your store.It is soiled and has a rip at the hem line,but she says she is returning it unworn because it doesn't fit.How do you inform her of your refusal to give her a refund?

In a crisis situation,it is important for a company to use the crisis to pitch products and services.