Deck 8: Negative Messages

Question 1

Which of the following negative letters is likely to be BEST received by a reader?

A)A form letter
B)A letter that is easy to read
C)A letter that was sent immediately
D)A letter sent just before a major holiday

Answer 1

B

Question 2

Which of the following is the BEST action that managers can take to prepare employees to accept negative messages?

A)Write "important" in capital letters in the subject line of the memo or e-mail.
B)Give full information as it becomes available.
C)Hint that there are problems, but withhold the specifics for the official announcement.
D)Circulate bad news unofficially through the grapevine.

Answer 2

B

Question 3

Which of the following is NOT a purpose of an alternative or a compromise?

A)To offer the reader another way to get what he or she wants
B)To allow you to end on a positive note
C)To let the reader re-establish psychological freedom
D)To recast the situation as a positive message

Answer 3

D

Question 4

Which of the following would be the LEAST appropriate in the closing paragraph of a negative message?

A)"Let us know if model #A01 would be a suitable substitution."
B)"Our layaway plan will enable you to purchase all the clothes the kids need for school."
C)"We hope our decision meets with your approval."
D)"If the last week in February would be acceptable, I could schedule an afternoon workshop as well."

Question 5

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?

A)We will be discontinuing our print catalogue.
B)We appreciate all of our loyal customers' business! We therefore thought that we should announce a change to you ....
C)Starting next month, we'll help you continue to not only recycle, but eliminate waste! Our catalogue will change to an electronic format ....
D)Starting next month, we hope you appreciate our switch to an exciting new electronic catalogue!

Question 6

With which of the following should you open a bad news memo to subordinates?

A)A discussion of the supporting reasoning
B)A clear statement of the problem
C)A request that the employees form teams to find a solution
D)An alternative

Question 7

In a bad news message to subordinates, why is it a good idea to ask readers to suggest solutions to the problem?

A)So you will have someone to share the blame if you are unable to solve the problem
B)So your subordinates will not blame you for the problem
C)To stall for time, so you can think of a solution on your own
D)Because workers who help make a decision are more likely to accept the consequences

Question 8

According to researcher Catherine Schryer, which of the following describes the LEAST effective negative letter?

A)The letter is easy to read and doesn't contain much jargon.
B)The letter gives full reasons for the rejection, and explains any terms involved.
C)The letter clearly acknowledges that the reader may feel angry or disappointed.
D)The letter portrays both the writer and the reader as active agents.

Question 9

Is the following sentence an appropriate ending for a credit rejection? "Should we be able to assist you in the future, please contact us."

A)Yes, because it ends on a positive note.
B)Yes, because it offers an alternative.
C)No, because it is too wordy.
D)No, because offering to "help" a reader whom you have just rejected is clearly insincere.

Question 10

Which of the following is LEAST likely to be an effective buffer?

A)Any good news you have to convey
B)A statement of a general principle
C)A chronology of events
D)A reason for the refusal

Question 11

You send a customer a letter rejecting her loan application.Which of the following examples of psychological reactance is MOST negative from your point of view?

A)The customer reads your letter and vows to reduce her need for money.
B)The customer writes you another application, this time showing a recent pay raise.
C)The customer refuses to bank with your institution and withdraws her savings.
D)The customer applies at another bank.

Question 12

A manager must tell subordinates that their retirement benefits have been reduced due to financial difficulties the company has been experiencing.Which of the following is the BEST subject line?

A)We've Reduced Retirement Benefits
B)Efforts of Top Management to Put the Company on a More Secure Financial Footing
C)Changes in Retirement Benefits
D)Retirement

Question 13

Is humour ever appropriate in negative messages?

A)Yes, because it shows the reader how silly his or her position is.
B)Yes, as long as it is related to the subject of the message and will not offend the reader.
C)Yes, because everyone needs a good laugh.
D)No, because humour implies that the writer thinks the reader is ridiculous.

Question 14

In which of the following situations would it be BEST to recast the situation as a positive message?

A)When you want to maintain goodwill with the reader because you still have to deal with each other
B)When there really isn't a reason for the refusal
C)When the negative information will lead to a benefit you know the reader will want
D)When the reader is already expecting bad news

Question 15

A customer has complained that the shipment from your company arrived late; you have discovered that this delay happened because the delivery company ran into severe weather.Which of the following responses is the MOST appropriate one to include in your response to the customer?

A)No apology at all
B)One clear apology in the beginning of your response
C)An apology that focuses on the inconvenience the customer experienced
D)An apology at both the beginning and the end of the message

Question 16

Which of the following is NOT a characteristic of a rejection letter that is appreciated by job applicants?

A)It calls the applicant by his/her first name
B)It phrases the refusal indirectly
C)It offers alternatives
D)It isn't too short

Question 17

Is the subject line "Improving Customer Service" appropriate in a negative message to superiors?

A)Yes, because it focuses on solving the problem.
B)Yes, because the word "service" makes the subject line seem positive.
C)Yes, because the boss is likely to think that you caused the problem.
D)Yes, because it makes it look like you "bought into" the goals of the organization.

Question 18

Which of the following is NOT a factor you should consider when you write a negative memo?

A)Whether readers have been warned of possible negatives
B)Whether the organization treats people well
C)Whether the negative information can be suppressed a little longer
D)Whether you have a good relationship with your readers

Question 19

Which of the following is the BEST description of the structure that a negative memo to a subordinate should use?

A)Present background reasoning; describe the problem; ask for input or action.
B)Describe the problem; present an alternative or compromise; ask for input or action.
C)Present an alternative or compromise; present background reasoning; describe the problem.
D)Describe the problem; present background reasoning; ask or input or action.

Question 20

Which of the following is NOT a purpose in a negative message?

A)To build a good image of the writer
B)To build a good image of the writer's organization
C)To reduce or eliminate future correspondence on the same subject
D)To make the reader accept personal responsibility for his or her errors

Question 21

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

Question 22

Which of the following is the WORST reason to use the direct approach to convey a negative message?

A)You're not sure if the reader really cares about the negative message
B)You're announcing a policy decision
C)You need to demonstrate firmness
D)You're announcing bad news to a subordinate

Question 23

One of your purposes in a negative message is to eliminate further correspondence on the subject.

Question 24

Bad news memos to superiors should be organized differently than bad news memos to peers and subordinates.

Question 25

The principles of you-attitude and positive emphasis should not be used in negative messages, since you know that the reader is going to react negatively.

Question 26

Information about layoffs and firings should never be delivered orally.

Question 27

Which of the following is NOT a reason to identify a negative in the subject line of an email?

A)The negative is serious.
B)You're reporting on the reader's errors.
C)A neutral subject line might make readers ignore the email altogether.
D)You want to discuss a problem you created.

Question 28

Buffers are appropriate for correspondence within Canada because Canadian culture tends to value tactful, communication, negotiation and diplomacy.

Question 29

Even if your negative information will directly lead to a benefit that you know readers want, you should still structure it as a conventional negative message.

Question 30

Which of the following options BEST explains why you should not include every possible reason in a negative message?

A)The message will become unnecessarily lengthy, and possibly confusing
B)If readers can dismiss one or more reasons, they may feel they're correct after all
C)This method can appear obnoxious to readers
D)Negative messages should only imply reasons, not explicitly list them

Question 31

When you have to write a memo firing someone, offer a face-saving reason unrelated to the person's poor performance to protect your employee's ego.

Question 32

When you have a particularly good alternative to offer the reader, you should also make all the necessary arrangements for the reader.

Question 33

One way to avoid psychological reactance is to offer an alternative.

Question 34

If you are not at fault, do not apologize.

Question 35

If you must apologize, apologize once early in the message and again in the closing.

Question 36

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

Question 37

When you must give bad news in a memo to a superior, also recommend a way to deal with the problem.

Question 38

Which of the following options describes the BEST format for a negative memo that you need to send to your superior?

A)Recommend a solution; describe the problem; provide background; describe options for fixing the problem.
B)Start with a buffer; describe the problem; describe options for fixing the problem; recommend a solution.
C)Start with a buffer; describe the problem; present an alternative or compromise; ask for input or action.
D)Describe the problem; provide background; describe options for fixing the problem; recommend a solution.

Question 39

The refusal should be in its own paragraph in a negative message.

Question 40

Humour that is closely related to the specific situation and does not belittle the reader can be quite effective at defusing negative messages.

Question 41

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

Question 42

A buffer should imply a positive answer.

Question 43

Engaging in email "flaming" can get you fired.

Question 44

The phrase "I'm sorry that I cannot ..." is useful in negative messages, since it conveys empathy for the reader.

Question 45

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

Question 46

The implied attitude of the author toward the reader and the subject is called _____.

Question 47

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

Question 48

_____ occurs when people respond to a limitation of freedom by asserting their freedom in some other arena.

Question 49

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.

Question 50

The following are all ___________ purposes of a negative message: To give the reader the bad news; to have the reader read, understand, and accept the message; to maintain as much goodwill as possible.

Question 51

Negative messages should never use the direct approach.

Question 52

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

Question 53

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

Question 54

Compromise has been described as "the Canadian way."

Question 55

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

Question 56

A ____________ is a neutral or positive statement designed to allow you to bury or de-emphasize the negative message.

Question 57

Effective negative letters make a point of focusing on the reader's emotions.

Question 58

Directly saying "no" can be hurtful and impolite in some cultures.

Question 59

Very serious negative messages should not be surprises for their readers.

Question 60

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

Question 61

What should your subject line be when you must give a negative reply to an e-mail request?

Question 62

Why should senior management clearly and promptly share the company's financial trouble with its employees?

Question 63

Explain when providing reasons for a negative message is beneficial, and explain which kinds of reasons tend to work.

Question 64

List three ways you want the reader to feel when s/he reads a negative message, and explain how these feelings contribute to goodwill.

Question 65

For memos, the context of communication is crucial.List three factors that influence the reader's reaction.

Question 66

List three kinds of statements commonly used for writing buffers, and give an example of each.

Question 67

Identify three primary purposes of negative messages, and explain their importance.

Question 68

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.

Question 69

Explain how to write appropriate subject lines for negative messages.

Question 70

Identify three features of rejection letters that job applicants have indicated they prefer, and explain why applicants appreciate these features.

Question 71

Why should you organize a bad news memo to a superior differently than a bad news memo to peers and subordinates?

Question 72

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

Question 73

Identify four secondary purposes of negative messages, and explain their importance.

Question 74

Explain four advantages of giving the reader an alternative in a negative message.

Question 75

What is it about Maple Leaf Foods' 2008 listeriosis outbreak that has won praise for CEO Michael McCain?

Question 76

According to Deborah Tannen's research, "I'm sorry" means different things to North American women and North American men.Explain the difference.

Question 77

Since it's often not possible to prevent the reader from having bad feelings when reading your negative message, why does tone have to be considered at all? Which aspects of tone should you pay particular attention to?

Question 78

When should a buffer be used?

Question 79

Explain how to organize a negative memo to a peer.

Question 80

Identify three situations in which the direct approach is appropriate for negative messages, and explain why it is appropriate in each situation.