Exam 9: Writing Negative Messages

A woman returns a formal dress to your store,asking for a refund.The bodice is stained and the hemline is torn,but she says she is returning it unworn because it doesn't fit.Which of the following would be the best way to refuse her request for a refund?

When you deliver negative messages,you

One of the primary goals of a negative message is to

According to your textbook,which of the following techniques is a best practice for delivering bad news?

An advantage of the direct approach for communicating bad news is that it keeps the message short.

If you ________,you can close a negative message in a positive way.

Employees who observe illegal or unethical behavior in the workplace may resort to ________,if they're unable to resolve the problems through normal channels.

If you must deliver bad news,determine ________ to help you choose the direct or indirect approach for delivering the message.

As soon as a crisis hits,companies should set up a news center for company representatives and the media.Best practices for the news center will include all of the following except

In refusing a customer's request for an adjustment,you become concerned about possible defamation charges.What should you do?

You are faced with informing your supervisor about massive production delays.Company policy dictates that you must provide this information in writing.What questions should you consider when deciding between the direct and indirect approaches for your message?

Do all of the following except ________ if you must refuse a claim.

When the audience is aware of the possibility of negative news,the writer should

When composing negative messages,don't use language that

If the stakes are high for you or your receiver,use a(n)________ to deliver negative information.

You can deemphasize bad news by minimizing the space or time devoted to it.

Use the ________ to deliver bad news,if you have to get the reader's attention immediately.

During the process of composing a negative message,you should try to

When delivering bad news,wording such as "We must turn down," "I am unable to," and "We cannot afford to"

Instead of announcing the bad news up front,you can open with a ________ to establish common ground with the reader.