Exam 9: Negative Messages

Because we value loyal customers like you, we have enclosed a coupon for $20 off your next meal at Outback Steakhouse is an effective closing statement for a negative-news message.

You cannot be prosecuted for transmitting a harassing or libelous message if you post it to a social networking site such as Facebook or Twitter.

____________________ is the legal term for any false statement, written or spoken, that harms an individual's reputation.

What is the best advice for writing a letter that turns down a customer's claim?

Morale can be destroyed when employees learn of major events affecting their jobs through the ____________________ or from news reports-rather than from management.

Most job refusal letters

The most important part of a negative-news message is the section that explains the ____________________ for the bad news.

Shannon had to write a letter to a job applicant, telling him that he was not selected for a position.Because she really liked the applicant, in the rejection letter she wrote, "I thought you were our top candidate." What has Shannon done that might lead to legal difficulties?

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

A message rejecting a request for favors, money, information, or action should begin with a statement such as Because our annual budget has already been approved, we are unable to donate to your worthwhile cause this year.

A letter refusing credit might include a statement such as Cash purchases receive a 2 percent discount.

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

You are writing a bad-news letter to the dean of your alma mater, who has asked you to speak at this year's graduation ceremony, but you have a prior commitment.You must come up with an effective buffer to begin your letter.Decide which technique you'll use, describe it, and write the actual buffer statement you would use.

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

Several techniques can be used to close a bad-news message positively.List four of these techniques and give an original example of each.