Deck 9: Writing Negative Messages

Question 1

If the intended recipient of the negative message has an emotional investment in the situation and is expected to have an emotional reaction to the bad news then it is important to use the direct approach to deliver the bad news.

Answer 1

False

Question 2

You would use the direct approach for bad-news messages when the message has little or no personal impact on the audience.

Answer 2

True

Question 3

If someone has not responded to repeated messages the direct approach can help get the person's attention.

Answer 3

True

Question 4

There's no reason to explain bad news when the reasons are confidential,very complicated,or of no importance to the recipient.

Question 5

If the recipients of bad news are in business and acknowledge the possibility of receiving bad news,it is appropriate to use the indirect approach to deliver the bad news.

Question 6

Whether the decision is to use a direct or an indirect message to deliver bad news,you owe it to your employees and to the community to deliver the exact same message to both internal and external stakeholders because it is fairer that way.

Question 7

When using the indirect approach for a bad-news message,you present the reasons for your decision before revealing the bad news itself.

Question 8

When you use language that avoids an accusing tone,you protect your audience's pride.

Question 9

Bad-news letters are actually quite simple to write because,for example,"No" means "No" and,in most cases,there is nothing more that needs to be discussed once the decision has been made.

Question 10

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

Question 11

Some people think that a poorly devised bad-news letter from a person who hasn't established his or her credibility with the audience can actually hurt a company but everyone knows that a company is bigger than the reputation of one person - such as the person who may or may not be credible - so there is little concern,overall,for who is responsible for the delivery of a bad- news message.

Question 12

Because negative messages can seem intensely personal to the recipients it is actually easier to compose them because these messages are about business and business isn't personal.

Question 13

When delivering bad news you have only one goal: to maintain a good image for yourself.

Question 14

The indirect approach actually softens the delivery of bad news and can help maintain a good business relationship.

Question 15

You should use the indirect approach if you want to present an image of firmness and strength.

Question 16

If your boss likes brief messages that are to the point then it is appropriate to use the indirect method for delivering the bad news.

Question 17

Experts advise that bad news for employees be delivered in person whenever possible.

Question 18

A direct approach starts with the bad news and then ends immediately with a positive close because this two-step approach has been proven to be successful - especially in discouraging questions and ongoing dialogue with the recipients of the message.

Question 19

If the bad news is a minor issue or a routine happening,it is fine to deliver it using the indirect approach.

Question 20

The direct approach is never used for bad-news messages.

Question 21

Employees are always at fault when there are performance problems and the employee has not met the proper goals.

Question 22

When refusing to make an adjustment,avoid calling the customer defamatory names,such as "cheat" or "liar."

Question 23

In a crisis situation,it is important for a company to use the crisis to pitch products and services.

Question 24

Companies often have policies on reference letters and other negative employment messages that managers are required to follow.

Question 25

You can de-emphasize bad news by minimizing the space or time devoted to it.

Question 26

You use a buffer to make the reader think that good news will follow.

Question 27

Use the indirect approach in most cases of refusing a claim.

Question 28

When refusing routine requests,it's a good idea to offer alternative ideas if you can.

Question 29

When refusing adjustments of claims,use the direct approach in most cases.

Question 30

If appropriate,use the explanation section to suggest how the negative news might in fact benefit the reader.

Question 31

In the close to a bad-news message,you repeat the bad news.

Question 32

It is a good idea to use "company policy" as a cushion when presenting reasons for bad news.

Question 33

It's best to end a bad-news message on a positive note.

Question 34

Statements beginning "I must refuse" and "We cannot afford" are particularly likely to offend readers.

Question 35

Always use the direct approach when denying a request for information.

Question 36

A good buffer begins with an apology.

Question 37

The close of a bad-news message should urge additional communication from the reader.

Question 38

One of the main purposes of giving performance reviews is to improve employee performance by emphasizing and clarifying job requirements.

Question 39

An important goal of any performance evaluation is giving the employee a plan of action for improving his or her performance.

Question 40

When turning down someone for a job,state clearly why the applicant was rejected even if you have to be rude or blunt because they won't take "no" for an answer.

Question 41

A letter to a prospective employer refusing to provide a recommendation _____________

A)is considered unethical;these requests should not be refused.
B)should follow the indirect approach.
C)should be brief and direct.
D)all of the above.

Question 42

When refusing requests for recommendation letters _____________

A)maintain goodwill by using a conversational tone.
B)suggest an alternate avenue of assistance.
C)be as direct as possible.
D)point out the reasons for your refusal.

Question 43

In the reasons section of a bad-news message,you _____________

A)convince your audience that your decision is justified.
B)explain what your decision is before you explain why you have reached it.
C)apologize for the negative decision.
D)give at least three reasons.

Question 44

When you use the direct approach for a bad-news message,you _____________

A)begin with a buffer.
B)have more room to discuss pertinent details.
C)can get right to the point.
D)can expect your audience to be offended.

Question 45

In a crisis it is important to ?????__________

A)find a specific person to blame so that the reporters will know who to talk to.
B)refuse to answer questions that make the company look bad.
C)find the media reporters who always say good things about your company and make sure they have greater access to the story.
D)provide complete information packets to the media as soon as possible.

Question 46

When you are refusing a request for information,you _____________

A)always use the direct approach.
B)invoke company policy if that is a possible out.
C)don't need to invest as much time and effort as you would for other kinds of bad-news messages.
D)use the indirect approach when the stakes are high.

Question 47

A neutral lead-in to bad news is called _____________

A)a buffer.
B)a disclaimer.
C)an apology.
D)a refusal.

Question 48

When delivering bad news,wording such as "We must turn down," "Much as I would like to," and "We cannot afford to" _____________

A)soften the blow by drawing attention away from reader and onto the sender.
B)will impress the reader as being straightforward and forceful.
C)is likely to cause pain and anger in the reader.
D)is unavoidable.

Question 49

Following the indirect approach,the bad news comes _____________

A)immediately after the buffer.
B)immediately before the reasons.
C)immediately after the reasons.
D)at the very end.

Question 50

In the closing of a bad-news message,you _____________

A)encourage the person to write or call to discuss the situation further.
B)build goodwill by ending on a positive note.
C)ask for feedback on whether the decision is acceptable to the reader.
D)express concern over possibly losing the reader's business.

Question 51

When refusing a routine request,it's a good idea to imply that other assistance or information might be available,even if it isn't,in an attempt to calm the customer.

Question 52

Instead of beginning your message with a blunt no,you can use _____________

A)the direct approach.
B)the indirect approach.
C)a combination of the direct and indirect approaches.
D)the deductive approach.

Question 53

In a bad-news message,the reasons for the decision _____________

A)are so obvious that you don't need to mention them.
B)come directly after the buffer and follow naturally from it.
C)are glossed over quickly.
D)are long and roundabout to cushion the negative aspects.

Question 54

Use the direct approach with a bad-news message if _____________

A)the message will have a great deal of personal impact on members of the audience.
B)the reader prefers short messages.
C)an order is unfillable or portions of it must be back-ordered.
D)you are refusing to make an adjustment on a claim.

Question 55

A good way to de-emphasize bad news is to _____________

A)maximize the space devoted to it.
B)say,"I trust our decision is satisfactory."
C)avoid stating it and hope that the reader understands what you mean.
D)bury it in the middle of a sentence or paragraph.

Question 56

When implying bad news _____________

A)be sure your audience understands the entire message,including the bad news.
B)overemphasize the positive.
C)be direct,using words like "can't" and "unable."
D)apologize first,and then state your reasons for the rejection or denial.

Question 57

When composing a bad-news message,you _____________

A)choose a buffer that will distract your reader from the main point of your message.
B)try to gain the audience's acceptance of the bad news.
C)leave the reader with hope that you will change your decision.
D)do all of the above.

Question 58

The point of using the indirect approach is to _____________

A)keep readers in the dark about the bad news.
B)keep your company's best interests foremost.
C)ease the blow and help readers accept the situation.
D)save face for your company.

Question 59

Avoid words such as wrong,fault,and unfortunately because _____________

A)they create a negative tone and are counterproductive.
B)they are too abstract.
C)they imply that you are apologizing.
D)they are impersonal and passive.

Question 60

To avoid being accused of defamation when you refuse an adjustment _____________

A)make all refusals by phone instead of in writing.
B)explain why you are making the refusal.
C)consult your company's legal department or an attorney if you think a message might have legal consequences.
D)all of the above.

Question 61

An important goal of any performance review is giving the employee a plan of action for improving his or her performance.

Question 62

Using the indirect approach,you begin your message with a(n)buffer that softens the blow of the bad news.

Question 63

A message organized on the direct approach starts with a clear statement of the bad news.

Question 64

What are the two benefits of stating the bad news at the beginning of a negative message?

Question 65

Briefly describe the elements of a negative message that uses the direct approach.

Question 66

In the indirect approach for bad-news messages,the negative decision comes after the reasons supporting the decision.

Question 67

Avoid hiding behind company policy to cushion bad news.

Question 68

You can ease the sense of disappointment of a bad-news message by using positive words.

Question 69

A false statement that tends to damage someone's character or reputation is called defamation .

Question 70

Some former employers refuse to write recommendation letters,especially for people whose job performance has been unsatisfactory.

Question 71

Withholding negative information or overemphasizing positive information is unethical and in some cases,illegal.

Question 72

If you must give an employee a negative performance review,_____________

A)do so by email or fax.
B)be objective,fair,and calm.
C)limit your discussion to the areas where the employee needs improvement.
D)all of the above.

Question 73

Even when the company is at fault,some experts believe the company should never apologize .

Question 74

The key to successful communication efforts during a crisis is having a crisis management? plan pre-established.

Question 75

Informing customers that shipments will be late,refusing a request for elapsed warranty work,and rejecting job applicants are all types of bad-news messages.

Question 76

When composing bad-news messages,it is important to be sensitive to variations across cultures.

Question 77

When you want to discourage a response from your reader,use the direct approach.

Question 78

When terminating an employee's employment,avoid statements that might expose the company to a lawsuit for wrongful termination .

Question 79

When turning down a(n)invitation or a request for a favour,consider your relationship with the reader.

Question 80

What are the five main goals when delivering bad news?