Deck 11: Negative Messages

Question 1

How we present negatives and what we write or say can affect how audiences respond to our messages.

Answer 1

True

Question 2

In a negative message, we expect the reader to be disappointed or angry.

Answer 2

True

Question 3

Though many workers are under stress today, the reality is that few of them will react angrily to bad news.

Answer 3

False

Question 4

Negative messages include rejections and refusals.

Question 5

Letters don't require subject lines, so you can omit a subject line in a negative message unless you think audiences will ignore the message.

Question 6

A secondary purpose of a negative message is to build a good image of the writer's organization.

Question 7

You should always make the reason for a refusal clear.

Question 8

If you don't have a good reason for a refusal, cite company policy. No one can argue with that.

Question 9

Avoid saying you can't do something in a negative message.

Question 10

Even a text message can be subpoenaed in a court case so choose carefully what you choose to record and send.

Question 11

Sometimes you may be able to imply the refusal rather than state it directly.

Question 12

Negative messages limit the reader's freedom.

Question 13

Psychological reactance is the notion that people need to have specific details in order to understand messages.

Question 14

Current research suggests buffers don't work, so never use one in a negative message.

Question 15

The purpose of a negative message is to make your reader feel negative about you and your organization.

Question 16

There are always alternatives available, so present one in every negative message.

Question 17

To create common ground between an upset customer and you, it's OK to point out that you don't agree with the offending company policy either.

Question 18

Psychological reactance is more of a problem with younger employees than older ones because older employees have the experience to deal with their disappointment maturely.

Question 19

One way to avoid psychological reactance is to bury the refusal.

Question 20

A good alternative in a negative message allows the reader to react in a way that doesn't hurt you.

Question 21

In a message where you have made a refusal, an ending such as "We have enjoyed the opportunity to serve you"can seem insincere or sarcastic.

Question 22

In negative messages, avoid endings that seem insincere.

Question 23

No serious negative message should come as a complete surprise to readers, who should be prepped for the news by earlier messages or communication about the potential problem.

Question 24

Context is crucial in negative message memos.

Question 25

It's OK to put the bad news in a negative message in the message's buffer.

Question 26

Research shows that buffers make readers react more positively.

Question 27

Use a buffer only when the reader (individually or culturally) values harmony or when the buffer serves another purpose. For example, when you must thank the reader somewhere in the letter, putting the "thank you"in the first paragraph allows you to start on a positive note.

Question 28

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

A) To give the reader the bad news.
B) To have the reader read, understand, and accept the message.
C) To maintain as much goodwill as possible.
D) All of the above.
E) Only A and C

Question 29

Which of the following is the BEST subject line for a message announcing layoffs?

A) Important Information!
B) Good News for Some Employees
C) You Should Read This Now
D) Reduction in Workforce Planned
E) None of the above; deliver the news orally to affected employees, and follow up with a message on severance pay or the like.

Question 30

A customer writes to complain that her mail-order merchandise arrived broken. She demands a refund. You check your records and find that she did not insure the delivery. You can't grant her a refund, so the BEST approach in your message is to

A) Tell her she's out of luck.
B) Inform her that the company's policy is to not offer refunds when an item is uninsured.
C) Suggest that she see if the item is repairable, and provide her with the names of local shops that could do the work.
D) Ask her what she was thinking when she declined the insurance.
E) Send a form letter that makes no mention of her specific situation.

Question 31

All of the following are parts of a negative message to customers EXCEPT

A) Give the reason for the refusal after the refusal itself when you have a reason that readers will understand and accept.
B) Give the negative just once, clearly.
C) Present an alternative or compromise, if one is available.
D) End with a positive, forward-looking statement.
E) All of the above are parts.

Question 32

A local grade school teacher writes asking if he can bring his fourth graders to tour your grocery store for a behind-the-scenes tour. You compose a message saying that would be fine but that students must have their parents sign a waiver form in case they're exposed to anything dangerous or harmful. This is

A) A good idea since a release form protects you against lawsuits.
B) A good idea since parents will see you as a responsible adult.
C) A bad idea because the message may scare the children, your future customers.
D) A bad idea because acknowledging that the store is dangerous could be used against you later in court.
E) Both A and B

Question 33

You have to send home an employee who wears an outfit that is too revealing for the workplace. The employee returns the next day with conservative attire-and proceeds to wear that same outfit every day. The employee is demonstrating

A) Psychological coherence.
B) Psychological freedom.
C) Psychological immaturity.
D) Psychological phenomenon.
E) Psychological reactance.

Question 34

For a memo with a negative message, the reader's reaction can be influenced by which of the following factors?

A) Do you and the reader have a good relationship?
B) Does the organization treat people well?
C) Have readers been warned of possible negatives?
D) All of the above.
E) Only A and B

Question 35

Which of the following is NOT a negative message?

A) Price increase announcement.
B) Sales letter.
C) Product recall notice.
D) Disciplinary notice.
E) None of the above are negative messages.

Question 36

What is the BEST reason to omit the reason for the refusal in a negative message?

A) The reader may not think of the reason.
B) The reason reflects poorly on the company.
C) The reason benefits everyone involved.
D) The reason is watertight.
E) None of these are reasons to omit the buffer.

Question 37

You have four reasons for saying "no."Two of them are very strong reasons, one has a tiny loophole, and one is very weak. In your message you should

A) Include all four reasons.
B) Omit the very weak reason and use the other three.
C) Use only the two strong reasons.
D) Give only one of the strong reasons.
E) None of the above.

Question 38

Which of the following should NOT be included in a bad news memo to your superior?

A) The underlying factors that led to this specific problem.
B) Giving the advantages and disadvantages of all the options, if one is not clearly the best.
C) A buffer in the opening paragraph.
D) A request for approval for the solution you want to implement.
E) All of the above should be included.

Question 39

In negative message memos to peers and subordinates, the reader's reaction is influenced by all of the following questions EXCEPT

A) Do you and the reader have a good relationship?
B) Does the organization treat people well?
C) Have readers "bought into" the criteria for a decision?
D) Do communications after the negative build goodwill?
E) All of these are questions that influence readers.

Question 40

Is "I am sorry that we are unable to make an exception to our policy"appropriate in a letter to a client?

A) Yes, as long as you have made the decision without input from anyone else.
B) Yes, because it will prevent psychological reactance.
C) No, because you CAN make an exception; you simply choose not to do so.
D) Yes, because you seem sympathetic.
E) All of the above.

Question 41

Why are phrases such as "I'm sorry that we cannot make an exception"and "I'd like to help you but it's against our policy"not acceptable in bad news messages?

Question 42

List and explain the pattern of organization typically used for negative messages to superiors.

Question 43

List and explain the pattern of organization typically used for negative messages to peers and subordinates

Question 44

If you have several reasons for saying no, use only those that are _______ and ________.

Question 45

If one is available, it's a good idea to give a(n) ___________ in a negative message.