Exam 8: Negative Messages

To maximize the chances of recipients reading negative e-mail messages, always make the subject line neutral or positive, even in serious situations.

After discussing reasons and negatives, an effective negative message should then discuss _____________.

Describe a real situation in which you or someone close to you received a very poorly written negative message.Explain why it was so unsuccessful, and how it could be improved.Discuss both tone and organization.

It's a good idea to end negative messages by apologizing for any inconvenience the reader may have experienced, even if you're not sure that s/he was actually inconvenienced.

An electronic message that attacks others and that can get you fired is known as _____________.

Use a negative subject line if you're reporting on your reader's errors.

Even if an error is small, an apology may be in order if you think including one would be respectful of customers' feelings.

What are some strategies that readers use to dismiss reasons provided to them in negative messages?

How have electronic formats contributed to writers' problems with constructing effective negative messages?

Using form letters to convey negative messages can increase the reader's displeasure.

Compromise has been described as "the Canadian way."

Explain when it would be appropriate to use an alternative strategy for negative situations, such as recasting the situation as a positive or persuasive message, or using humour.

Dramatically negative subject lines in emails (for example, "End of the World") are never appropriate.

How and when should you apologize in a negative message?

Why are more and more organizations trying to limit employees' use of mobile devices?

How do the physical appearance and timing of a negative message affect its reception?

Your small business is changing over from a printed catalogue to an electronic one.You think that, while readers may miss the pleasure of flipping through pages, they'll appreciate the reduction in their paper recycling.Which of the following is the BEST way to start your message to customers about this change?

It's inappropriately misleading to start a negative message with any good news or positive elements you have to convey.

North American men are more likely to interpret "I'm sorry" as admitting guilt than are North American women.

How can you de-emphasize a refusal while still making it clear that you've said "no?"