Exam 10: Delivering Negative Messages

A negative message to subordinates and peers should start with:

David Mason is a sales manager at a telecom company and recently reviewed the sales report of one of the company's outlets.He is disappointed to see the low sale of mobile connections and now needs to convey the message to his subordinates.What kind of an organization should he follow while conveying his message?

One should provide an explicit apology irrespective of whether the mistake is minor or major.

Illustrate with the help of an example,two primary purposes of a negative message.

Which of the following needs to be followed while creating a subject line for a negative message?

Chronology of events is an example of a buffer statement in a message.

Which of the following is true of apologies in a negative message in business communication?

While refusing requests within an organization,it is important to use one's knowledge of the organization's culture.

The tone refers to the implied attitude of the author toward the reader and the subject.

A neutral subject line in a message ensures that the audience reads the message.

The phrase "unfortunately" is appropriate to be used in a negative message and helps a writer empathize with the audience.

How can one best project refusals in a message? Explain.

When should a buffer be used?

While apologizing in business communication,one should do so twice,i.e.,once at the beginning of the message and another time at the end of the message.

How should one organize a message while conveying bad news to superiors?

Michelle Oliver works at a fashion boutique in California and recently received an e-mail from a client enquiring about details on their new line of winter clothing.In response,she sent all the important details on time; however,she made a small blunder of leaving out information on minor handling tips for the clothing.Which of the following should she say in her follow-up e-mail to the client?

Racquets and Billiards,a popular club in California,has increased their membership fee for the year 2012.They now need to inform all their members about the update.They know that many of their members will not be happy to hear about this change.In the letter,they want to use a buffer before proceeding to give details about the change in membership rates.Which of the following is the club most likely to use as a buffer if they want to present good news before the bad news?

One should present disciplinary notices and negative performance appraisals indirectly,with buffers.

To check the tone of a message,one should check the draft carefully for positive emphasis and you-attitude.

One of the easiest categories of negative messages to write comprise of claims and complaints.