Deck 8: Writing Negative Messages

Question 1

Kimberley needs to convey to a customer that his shipment will arrive a week late.Which of the following lines should Kimberley use in communicating this news,most effectively?

A)We regret to inform you that your shipment will arrive a week late.
B)Due to unavoidable circumstances, your shipment has been delayed by a week.
C)Your shipment will be delivered next week.
D)We're sorry you will be receiving your shipment only after a week.
E)Your shipment will arrive next week, even though we promised that you would receive it this week.

Answer 1

E
Explanation: E)When writing negative messages the language must be chosen carefully. One must try to deliver negative news without being negative. By writing clearly and sensitively, it is possible to take some of the sting out of bad news and help the reader accept the decision and move on.

Question 2

Which of the following approaches to organizing negative messages opens with the reasons behind the bad news before presenting the bad news itself?

A)indirect
B)short
C)direct
D)informal
E)personal

Answer 2

A
Explanation: A)The indirect approach to organizing negative messages opens with the reasons behind the bad news before presenting the bad news itself.

Question 3

In most cases,when the direct approach to organize a negative message is used,the opening is followed by a(n)________.

A)statement that signals the negative news ahead
B)clear statement of the bad news
C)sincere apology
D)optimistic look toward the future
E)explanation of why the news is negative

Answer 3

E
Explanation: E)In most cases, you will follow the direct opening with an explanation of why the news is negative. The extent of your explanation depends on the nature of the news and your relationship with the reader.

Question 4

A negative message opens with piece of a bad news,proceeds to the reasons for the situation or the decision,and ends with a positive statement aimed at maintaining a good relationship with the audience.Which of the following approaches is used here?

A)personal
B)indirect
C)formal
D)direct
E)long

Question 5

The direct approach to organize negative news messages should be used when ________.

A)the blow of the negative news is to be softened
B)the reader has an emotional investment in the situation
C)the bad news is not expected by the reader
D)a close working relationship is to be maintained with the reader
E)the bad news will not come as a shock to the reader

Question 6

When conveying negative news you should always ________.

A)use the indirect approach
B)close on a respectful note
C)offer a sincere apology
D)open with a neutral, noncontroversial statement
E)offer a detailed explanation for the negative news

Question 7

The direct approach to organize negative news messages should be used when ________.

A)the reader has ignored repeated messages
B)the reader has an emotional investment in the situation
C)the blow of the negative news is to be softened
D)a close working relationship with the reader is to be maintained
E)the bad news will come as a shock to the reader

Question 8

As a Fire Insurance Claims Adjuster with Veritas Insurance,Marshall must send a message to Synthesis Inc.refusing their claim for damages caused due to a fire in their warehouse.He uses the direct method to organize the message.Which of the following statements,if true,would support Marshall's choice?

A)Synthesis Inc. will be in serious financial trouble if Veritas refuses to cover the damage, and would probably have to file for bankruptcy.
B)This is the first claim ever made by Synthesis Inc. in the 10 years that it has insured with Marshall's company.
C)Synthesis Inc.'s policy is a comprehensive one that indemnifies for loss arising out of fire, burglary, theft and third party risks.
D)A preliminary report filed by Veritas with Synthesis Inc. immediately after the fire, indicated that the fire was a result of a robbery and would be covered under the company's Theft Insurance policy.
E)This fire was the second such incident in a year in Synthesis' warehouses, and the claim on the first one had been paid in full by Veritas.

Question 9

The direct approach to organize negative news messages should be used when ________.

A)the blow of the negative news is to be softened
B)the reader has an emotional investment in the situation
C)the reader's attention is needed immediately
D)a close working relationship with the reader is to be maintained
E)the bad news will come as a shock to the reader

Question 10

The indirect approach to organize negative news messages should be used when ________.

A)the reader's attention is needed
B)the audience prefers short messages
C)the situation is routine or minor
D)the bad news will come as a shock to the audience
E)the audience is expecting the news

Question 11

The indirect approach to organize negative news messages should be used when ________.

A)the reader's attention is needed
B)the reader has an emotional investment in the situation
C)the situation is routine or minor
D)the audience prefers short messages that get right to the point
E)the audience is expecting the news

Question 12

The advantage of using the direct approach is that it ________.

A)allows the readers to reach the main idea of the message in less time
B)prepares readers for the bad news
C)is useful in limiting your responsibility
D)helps obscure the bad news
E)will divert attention from the problem

Question 13

As an executive in the Admissions Office of Greenwood College,Janet must send rejection letters to applicants of the MBA program at the college.She decides to organize her messages using the indirect approach.Which of the following facts,if true,would support Janet's choice?

A)All the rejected applicants are offered the option of registering for the two-year diploma course in management instead, which has the same standing in the job market as an MBA.
B)The college was recently refused a grant that it had applied for to support its MBA program.
C)The college's decision is final and further discussion or communication about the matter will not be entertained.
D)All the applicants know that the decision hinges on their scores in an aptitude test and have already been informed of their scores and the cut-off for the year.
E)Owing to the large number of enrollments it accepts and its above average rating, this college is considered a "safety net" college by several applicants-a college they wouldn't mind getting into if the bigger names don't work out.

Question 14

The direct approach to organize negative news messages should be used when ________.

A)the blow of the negative news is to be softened
B)the reader has an emotional investment in the situation
C)the situation is routine or minor
D)a need to maintain a close working relationship with the reader arises
E)the news is expected to come as a shock to the reader

Question 15

Margaret is in the process of developing a message,using the direct approach,to inform a customer that the company is currently all sold out of the AT3 model lawnmower that he wished to purchase.Which of the following lines would best form the opening lines of this message?

A)The AT3 model lawnmower is the best-selling lawnmower in the market right now and a favorite of homeowners across the country.
B)We regret to inform you that we are currently all sold out of the AT3 model lawnmower that you had requested.
C)We are currently all sold out of the best-selling AT3 model lawnmower that you had requested.
D)Summer is peak season for us and we usually see a marked spike in demand for our entire range of lawn mowers during this time; it's no different this time.
E)Due to the recent spike in demand, we are currently unable to fill your order for the AT3 model lawnmower.

Question 16

In which of the following situations is it appropriate to use the direct approach to organize negative news messages?

A)The news has considerable consequences for the reader.
B)The reader is likely to react emotionally to the news.
C)The reader is not expecting this news.
D)You are keen on maintaining a positive working relationship with the reader.
E)You need to immediately get the reader's attention.

Question 17

In which of the following situations is it appropriate to use the indirect approach to organize negative news messages?

A)The reader's attention is needed immediately.
B)The audience will not understand the possibility of receiving bad news.
C)The news is not likely to seriously impact the audience.
D)The audience does not have the time to read long, rambling messages.
E)The audience is expecting the bad news.

Question 18

Which of the following statements about using the direct approach in negative messages is true?

A)The closing of the message should reiterate the bad news.
B)Direct messages take longer to write, and readers need more time to reach the main idea of the message.
C)One should always offer a sincere apology in the closing of the message.
D)The extent of your explanation for the negative news depends on the nature of the news and your relationship with the reader.
E)Openly accepting or assigning specific blame is important when using the direct approach.

Question 19

Lara is responding to a customer who complained that his broadband service was down for two days during a recent storm and that he missed out on some important business communications as a result.Which of the following lines reflects the best way in which Lara can apologize to this customer?

A)I am shocked and dismayed that you had to go through this.
B)I take personal responsibility for the inconvenience caused to you.
C)I am sorry that the company could not get your service back up more promptly.
D)I am sorry to hear of your difficulties.
E)I apologize on behalf of the company.

Question 20

When using the direct approach in negative news messages,the message should start with ________.

A)a sincere apology
B)a buffer statement
C)a disclaimer limiting the responsibility of the sender
D)a clear statement of the bad news
E)an explanation for the bad news

Question 21

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

A)Try to put the bad news as the main clause of a compound or complex sentence.
B)Avoid putting the bad news in parenthetical expressions.
C)Maximize the space or time devoted to the bad news.
D)Put the bad news in the beginning or end of a paragraph.
E)Try to use a conditional statement to imply that a favorable answer may be possible in the future.

Question 22

A good buffer ________.

A)diverts attention from the problem
B)establishes common ground with the reader
C)indicates that the message contains good news
D)is a statement unrelated to the point of the message
E)promises a positive answer

Question 23

When using the indirect approach to organize negative news message,the opening statement should be ________.

A)an apology
B)an explanation for the news
C)a clear statement of the news
D)a statement unrelated to the point of the message
E)a buffer

Question 24

Dana,the HR manager at a small company,must communicate to an employee that his request for a raise cannot be fulfilled,considering his productivity rates.Which of the following lines would best serve as a buffer for this message?

A)We would love to grant your request but your productivity is really not up to the mark this year.
B)We have decided that, considering your productivity rate, we cannot give you the raise that you had requested.
C)You are doing a great job out there and we would like to commend you on your performance.
D)This year has proven to be one of dramatic growth for our company.
E)After receiving your request for a raise, we did a careful evaluation of your productivity levels over the course of the last year.

Question 25

When providing reasons for bad news in a negative news message that uses the indirect approach,you should ________.

A)use "company policy" as the reason whenever possible
B)start with the most positive points and then move on to increasingly negative ones
C)present your reasons in a clearly apologetic tone
D)avoid going into details of the reasons for the bad news
E)avoid couching negative points in positive language

Question 26

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

A)Put the bad news as the main clause of a compound or complex sentence.
B)Use parenthetical expressions to frame the bad news.
C)Maximize the space or time devoted to the bad news.
D)Put the bad news in the beginning or end of a paragraph.
E)Try to disguise the bad news when you emphasize the positive.

Question 27

As General Manager of a company,Julian needs to write a message turning down a request for additional funds for a promotion drive planned by the company's marketing department.Which of the following lines would best serve as a buffer statement when using the indirect approach in organizing this message?

A)We would love to grant your request but budget constraints do not allow us to do so at this point.
B)We share your goal of increasing the company's revenues by 25% this year.
C)The marketing department is doing a great job out there and we would like to do all we can to help.
D)This year has proven to be one of dramatic growth for our company.
E)We have decided that the additional funds you requested cannot be sanctioned at this point.

Question 28

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

A)Subordinate the bad news in a compound or complex sentence.
B)Avoid putting the bad news in parenthetical expressions.
C)Maximize the space or time devoted to the bad news.
D)Put the bad news in the beginning or end of a paragraph.
E)Try to disguise the bad news when you emphasize the positive.

Question 29

Ethan is developing a message to communicate to a job applicant that he is not being offered the job since he lacks the appropriate experience.Which of the following lines reflects the most effective way of making a clear statement of the bad news if Ethan chooses to organize the message using the indirect method?

A)We have decided that we need someone with at least two years of project management experience for this position.
B)We regret to inform you that we will not be offering you this job.
C)You have not been selected for filling this position since this job requires at least two years of project management experience.
D)We must deny your application for this position because we looking for someone with at least two years of project management experience.
E)Because we are looking for someone with at least two years of project management experience, we will not be able to hire you for this position.

Question 30

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

A)Put the bad news as the main clause of a compound or complex sentence.
B)Avoid putting the bad news in parenthetical expressions.
C)Maximize the space or time devoted to the bad news.
D)Embed the bad news in the middle of a paragraph.
E)Try to disguise the bad news when you emphasize the positive.

Question 31

Tim is developing a message to inform a customer that though volume 1 of a set of two books he ordered is being mailed right away,volume 2 can be mailed out only after a week.Which of the following lines reflects the most effective way of making a clear statement of the bad news when organizing the message using the indirect method?

A)We regret to inform you that, while we are mailing volume 1 of the Goldwyn anthology to you right away, we can dispatch volume 2 only next week.
B)The delivery of volume 2 of the Goldwyn anthology has been delayed by a week, while volume 1 is being mailed to you right away.
C)We are mailing volume 1 of the Goldwyn anthology right away and volume 2 will be delivered to you next week.
D)While we are mailing volume 1 of the Goldwyn anthology to you right away, there will be a week-long delay in delivering volume 2 .
E)We are mailing volume 1 of the Goldwyn anthology right away, but volume 2 , we are sorry to inform you, will be delivered to you next week.

Question 32

In a negative message that uses the indirect approach,an ideal explanation section should ________.

A)include a sincere apology
B)give additional information about the bad news revealed in the opening
C)first reveal the bad news and then suggest alternative courses of action
D)signal the negative news ahead
E)take the focus away from the issue at hand

Question 33

In a negative message using the indirect approach,the buffer in the opening is immediately followed by a(n)________.

A)clear statement of the bad news
B)explanation for the news
C)neutral statement unrelated to the purpose of the message
D)positive statement, expressing genuine optimism for the future
E)sincere apology for the bad news

Question 34

When providing reasons for bad news in a negative news message that uses the indirect approach,you should ________.

A)avoid using "company policy" as the reason most of the time
B)start with the most negative points and then move on to increasingly positive ones
C)present your reasons in a clearly apologetic tone
D)avoid going into details of the reasons for the bad news
E)avoid couching negative points in positive language

Question 35

In a negative message using the indirect approach,well-written reasons are NOT ________.

A)individualized
B)positive
C)apologetic
D)detailed
E)concise

Question 36

Which of the following is a guideline for providing reasons for bad news in a negative news message that uses the indirect approach?

A)Use "company policy" as the reason most of the time.
B)Start with the most negative points first and move forward to increasingly positive ones.
C)Present your reasons in a clearly apologetic tone.
D)Provide enough detail for the audience to understand your reasons.
E)Avoid couching negative points in positive language.

Question 37

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

A)Put the bad news as the main clause of a compound or complex sentence.
B)Avoid putting the bad news in parenthetical expressions.
C)Maximize the space or time devoted to the bad news.
D)Put the bad news in the beginning or end of a paragraph.
E)Deemphasize the bad news.

Question 38

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

A)Put the bad news in the main clause of a compound or complex sentence.
B)Avoid putting the bad news in parenthetical expressions.
C)Minimize the space or time devoted to the bad news.
D)Put the bad news in the beginning or end of a paragraph.
E)Try to disguise the bad news when you emphasize the positive.

Question 39

Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?

A)Try to put the bad news as the main clause of a compound or complex sentence.
B)Avoid putting the bad news in parenthetical expressions.
C)Emphasize what you can do or have done rather than what you cannot do.
D)Put the bad news in the beginning or end of a paragraph.
E)Don't use a conditional statement to imply that a favorable answer may be possible in the future.

Question 40

The purpose of using the indirect approach to organize a negative message is to ________.

A)obscure bad news
B)help readers accept the news
C)limit your responsibility
D)help readers get to the main idea of the message immediately
E)reduce the time it takes you to write the message

Question 41

Which of the following is a guideline for avoiding accusations of defamation?

A)Provide accurate information and stick to the facts.
B)Maintain a personal and intimate tone to build rapport.
C)Apologize sincerely for the negative answer.
D)Don't offer alternative solutions as that is unethical.
E)Open with a clear statement of the news.

Question 42

When rejecting job applications,you should ________.

A)clearly explain why an applicant was rejected
B)avoid making the email personal by using the recipient's name
C)explain reasons for choosing other applicants
D)depersonalize the response by using passive voice to convey the news
E)state that the application will be reviewed at a later date

Question 43

When rejecting job applications,you should ________.

A)clearly explain why an applicant was rejected or why others were chosen
B)personalize the message by using the recipient's name
C)open with a clear statement of the news
D)use the active voice to convey the news
E)state that the application will be reviewed at a later date

Question 44

When rejecting job applications,you should ________.

A)clearly explain why an applicant was rejected
B)open with a courteous expression of appreciation for being considered
C)explain reasons for choosing other applicants
D)personalize the response by using active voice to convey the news
E)state that the application will be reviewed at a later date

Question 45

When developing bad news about transactions,you should ________.

A)explain how you are trying to resolve the situation
B)always open with an apology
C)use the direct approach
D)open with a clear and succinct statement of the bad news
E)accept or assign specific blame

Question 46

Which of the following is true about refusing routine requests?

A)Use phrases such as "Let me think about it and get back to you" as a way to delay saying no.
B)The direct approach is sufficient, except when the matter at hand is significant.
C)Decline a request without offering any explanation.
D)Always imply that other assistance or information might be available.
E)The direct approach works best when the stakes are high for you or for the receiver.

Question 47

Which of the following is a guideline to avoid accusations of defamation?

A)Obscure and disguise the bad news.
B)Limit further communication on the matter.
C)Emphasize a desire for a good relationship in the future.
D)Always use "company policy" as an explanation for bad news.
E)Close with an apology to express your sympathy.

Question 48

When closing a negative message,organized using the indirect approach,you should ________.

A)encourage further communication relating to the matter
B)imply that the matter is open to negotiation
C)act as though the negative news never happened
D)emphasize your respect for the audience
E)express optimism, no matter how bleak the situation

Question 49

Which of the following is a guideline for closing a negative message organized using the indirect approach?

A)Avoid a certain conclusion.
B)Encourage additional communication or discussion.
C)Act as though the negative news never happened.
D)Maintain reader's good will.
E)Always express optimism.

Question 50

Which of the following is true about refusing routine requests?

A)Use phrases such as "Let me think about it and get back to you" as a way to delay saying no.
B)The direct approach works best for most routine negative responses.
C)Avoid offering alternative ideas.
D)Always imply that other assistance or information might be available.
E)The direct approach works best when the stakes are high for you or for the receiver.

Question 51

A written,false statement that damages someone's reputation is called ________.

A)calumny
B)slander
C)justification
D)libel
E)persiflage

Question 52

Which of the following is a guideline for closing a negative message organized using the indirect approach?

A)Avoid a certain conclusion.
B)Encourage additional communication or discussion.
C)Act as though the negative news never happened.
D)Avoid clichés that are insincere in view of the bad news.
E)Always express optimism.

Question 53

When refusing claims,you should ________.

A)avoid taking responsibility by accusing the customer
B)maintain a personal and intimate tone to build rapport
C)apologize sincerely for the negative answer
D)not offer alternative solutions as that is unethical
E)emphasize your continued desire for a positive relationship with the customer

Question 54

Which of the following is a goal you should have in mind when sending out a message communicating bad news about transactions to a customer?

A)limit your responsibility
B)repair the business relationship
C)sell an alternative product or service
D)limit further communication on the matter
E)obscure and disguise the bad news

Question 55

To successfully sue for defamation,the aggrieved party must prove that ________.

A)the defendant profited from making the statement
B)the statement was false
C)the statement was made out of anger or malice
D)the statement uses private information
E)the statement has been made in writing

Question 56

To successfully sue for defamation,the aggrieved party must prove,among other things,that ________.

A)the defendant profited from making the statement
B)the statement uses private information
C)the statement was made out of anger or malice
D)the language injures the person's reputation
E)the statement has been made in writing

Question 57

Which of the following is true about refusing claims and requests for adjustment?

A)You should always accept responsibility for the negative answer.
B)You must resist the temptation to call the other party dishonest or incompetent.
C)You should clearly point out the customer's mistakes.
D)The direct approach is usually the better choice for this purpose.
E)You should always apologize for the bad news.

Question 58

A company has contacted you to provide a recommendation letter for a former employee of yours that they are considering hiring.However,your company's policy does not permit you to confirm anything more than the employment dates and designation of the former employee.How can you best communicate your inability to comply with the request?

A)I'm sorry, but company policy prohibits me from providing recommendation letters. I can only confirm that Greg Wilson worked with us for two years, from April 2008 to May 2010. Please contact me if you need any more information.
B)As much as I would like to provide a letter of recommendation, our legal department does not allow it. All I can say is that Greg Wilson worked for this company for two years, from April 2008 to May 2010. Thanks.
C)We share your concerns in conducting thorough reference checks of all prospective employees. However, I am only allowed to reveal the employment dates and designation of Greg Wilson. He was with our company from April 2008 to May 2010 and was a dedicated Service Representative and a team player. Best of luck with your recruitment.
D)Our legal department has authorized me to confirm that Greg Wilson worked as Service Representative at our company for two years, from April 2008 to May 2010. We wish you luck with your recruitment.
E)Thank you for contacting us for a recommendation letter for Greg Wilson. Your company is well known for its great work culture and open management style. We can confirm that Greg Wilson worked with us as Service Representative for two years, between April 2008 and May 2010. Company policy allows us to disclose no more than this.

Question 59

Patrick,a former employee,has requested you to provide a letter of recommendation vouching for his skills and abilities to Quebec Systems,a prospective employer.However,you must turn down his request because your company only allows you to confirm employment dates and designation.Which of the following would be the most effective as the opening for a message refusing his request?

A)As you probably know, company policy only allows me to confirm your employment dates and designation, as this will reduce the company's legal responsibility.
B)In today's litigation-prone environment, it is very important for companies to place restrictions on what can and cannot be revealed in all business communications.
C)We cannot comply with your request because the legal department has advised us to reveal no more than your dates of employment and designation to Quebec Systems.
D)The legal department has authorized me to confirm your employment dates and designation to Quebec Systems.
E)Thank you for informing us about your job opportunity with Quebec Systems.

Question 60

When rejecting job applications,you should ________.

A)avoid explaining why an applicant was rejected
B)avoid making the email personal by using the recipient's name
C)open with a clear statement of the news
D)use the active voice to convey the news
E)state that the application will be reviewed at a later date

Question 61

The indirect approach works best for the most routine negative responses because it is simpler and more efficient.

Question 62

Which of the following is a guideline to follow when sending negative organizational news?

A)Add an element of surprise whenever possible.
B)Always use a buffer to prepare readers for the bad news.
C)Match your approach to the situation.
D)Close with a clear expression of optimism.
E)Use face-to-face communication, not electronic communication.

Question 63

An effective buffer is a neutral,noncontroversial statement,unrelated to the main purpose of the message.

Question 64

Bad news messages should be delivered promptly,without delay.

Question 65

Which of the following is a guideline for responding effectively to rumors and negative information in a social media environment?

A)Limit your online presence to prevent online attacks and malicious campaigns.
B)Use automated reputation analysis and other technologies to listen to what people are saying.
C)Respond to each and every rumor or negative information that appears in social media.
D)Wait until a negative situation occurs to engage with customers in a social media environment.
E)Respond instantly and spontaneously to rumors and negative information online.

Question 66

You should respond to negative messages on social media ________.

A)immediately and spontaneously
B)by addressing each and every rumor and negative information
C)after the information has ceased to be news
D)after careful evaluation
E)by minimizing your online presence

Question 67

When sending messages terminating employment,you should ________.

A)adopt an apologetic tone
B)try to deliver the message personally
C)adopt a personal tone to soften the blow of the message
D)not go into the reasons for this negative decision
E)attribute the decision to the employee's performance

Question 68

When conveying negative organizational news,you should ________.

A)utilize the element of surprise to buy time to prepare a response
B)use face-to-face communication, not electronic communication
C)ideally use the direct approach
D)close with a clear expression of optimism
E)consider the unique needs of every group that is affected

Question 69

The indirect approach is used to delay bad news,obscure it,or limit the writer's responsibility.

Question 70

When you need to reject a proposal you solicited,you owe the sender an explanation.In such cases,the indirect approach is better than the direct approach because the news will be unexpected.

Question 71

A negative approach using the direct approach opens with a buffer,then builds up the reasons behind the bad news before presenting the bad news itself.

Question 72

When using the indirect approach in organizing your negative news message,the reasons for the bad news should precede the actual statement of the bad news.

Question 73

Responding effectively to rumors and negative information in a social media environment requires companies to ________.

A)respond to each and every rumor
B)continually engage with stakeholders
C)reply immediately and spontaneously
D)limit their online presence
E)limit the use of RSS feeds and automated reputation analysis

Question 74

While writing negative messages using the direct approach,it is essential to provide additional explanation when the reasons for the news are confidential and excessively complicated.

Question 75

Which of the following is a guideline to follow when sending negative organizational news?

A)Add an element of surprise whenever possible.
B)Use a "company policy" as a reason for bad news.
C)Close by apologizing for the circumstances.
D)Always close with a clear expression of optimism.
E)Use multiple media to reach out to the audience.

Question 76

When sending messages terminating employment,you should ________.

A)adopt an apologetic tone
B)first deliver the message by email or other electronic means
C)adopt a personal tone to soften the blow of the message
D)clearly present the reasons for this difficult decision
E)attribute the decision to the employee's performance

Question 77

Which of the following is a guideline for giving negative performance reviews?

A)Avoid giving feedback to the employee, except during annual reviews.
B)Write in an informal and personal tone since you are communicating with a colleague.
C)Apologize sincerely for the negative message.
D)Be consistent in the rating you give to the same employee over different years.
E)Keep a written record of performance issues.

Question 78

When using the indirect approach in organizing your negative news message,make sure you don't overemphasize the bad news.

Question 79

A negative message written using the direct approach should close on an apologetic note to address the reader's sentiments.

Question 80

When conveying negative organizational news,you should ________.

A)utilize the element of surprise to buy time to prepare a response
B)try to minimize the element of surprise
C)ideally use the direct approach
D)close with a clear expression of optimism
E)use face-to-face communication, not electronic communication