Deck 9: Writing Negative Messages

Question 1

A good way to deliver bad news kindly is to

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

Answer 1

A

Question 2

Instead of beginning your negative message with a blunt announcement of the news, you can use

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

Answer 2

C

Question 3

Using the indirect approach, the negative news comes

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

Answer 3

C

Question 4

An effective indirect opening for a negative message would be:

A) Your résumé clearly shows why you are interested in becoming a management trainee with our company.
B) In reply to your application for the management position I am sorry to say that we cannot use you.
C) I'm sorry to say I have some bad news.
D) We have no openings at this time.

Question 5

A poorly written buffer

A) shows appreciation or empathy to the audience.
B) may mislead the reader into thinking good news follows.
C) is specifically related to the topic of the message.
D) opens your message in a neutral manner.

Question 6

When you deliver negative messages, you

A) should always begin with a buffer.
B) should not include reasons for the decision or information.
C) can expect your audience to be offended.
D) should use language that conveys respect.

Question 7

If you up to now you have failed to respond to a request, a buffer

A) automatically misleads the reader.
B) comes right out and says no to the request.
C) ignores the request altogether.
D) explains why you have so far not responded to the request.

Question 8

Use the direct approach with a negative message if

A) the message will have a great deal of personal impact on members of the audience.
B) an order is unfillable or portions of it must be back-ordered.
C) the situation is one in which people readily acknowledge the likelihood of receiving bad news.
D) you are refusing to make an adjustment on a claim.

Question 9

If you choose to apologize in a negative message, you should

A) always demonstrate sincerity, but never accept blame.
B) imply that not all of the blame lies with you or your company.
C) be sincere and make it a true apology.
D) phrase the apology in a conditional manner ("If I have offended anyone ...").

Question 10

One way to be tactful when giving your reasons for bad news is to

A) explain why the decision is good for you and your company.
B) apologize for having to be the bearer of bad news.
C) explain that the decision is based on company policy.
D) highlight, if possible, how your negative decision benefits the recipient.

Question 11

To reject someone as clearly and kindly as possible, do all of the following except

A) use phrases such as, "Much as I would like to help you."
B) de-emphasize the bad news.
C) tell the audience what you can or will do rather than what you cannot or will not do.
D) use a conditional statement.

Question 12

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

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

Question 13

Which of the following is a negative phrasing?

A) We recognize that you have cash flow problems.
B) Thank you for informing us about your attempt to make a payment.
C) You are late on your payment.
D) Please confirm that your payment will be late.

Question 14

When composing a negative message, you should try to

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

Question 15

In a negative message organized using the indirect approach, the reasons that justify the negative decision

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

Question 16

When rejecting a job applicant, you can soften the blow by

A) telling the applicant how many others he or she was competing against.
B) mentioning the qualifications of the person who was hired.
C) expressing appreciation for his or her application.
D) apologizing for wasting the person's time.

Question 17

The buffer of a negative message

A) is a form of apology.
B) should be neutral and noncontroversial.
C) should be very vague about the subject of the message.
D) implicitly says no.

Question 18

In the reasons section of a negative message, you should

A) apologize for the negative decision.
B) explain what your decision is before you explain why you have reached it.
C) present enough detail to make your conclusion compelling.
D) do all of the above.

Question 19

Which of the following statements does the best job of delivering bad news clearly and kindly?

A) Although you currently do not have the master's degree that we require for this position, we would be happy to reconsider your application once you have completed your degree.
B) Because you do not have the experience we clearly listed in the job posting, we cannot offer you the position.
C) I am sorry to have to tell you that you were not selected for the position.
D) Several other applicants were far more qualified for the position than you were, so we cannot offer you the job.

Question 20

One important goal of a buffer is to

A) delay stating the bad news.
B) make your reader wonder what the message is about.
C) establish common ground with your reader.
D) divert the reader's attention to a more pleasant subject.

Question 21

Whether or not you should apologize when delivering bad news about transactions depends mainly on

A) how long it has been since the problem occurred.
B) the medium you are using for the message.
C) how much the customer has purchased from your company in the past.
D) none of the above.

Question 22

A crisis management plan

A) is not helpful for small to mid-sized organizations.
B) defines operational procedures to deal with a crisis.
C) should avoid limitations on who is authorized to speak to the media.
D) does all of the above.

Question 23

You can help establish the right tone in a negative message by using positive words rather than negative, counterproductive ones.

Question 24

When delivering bad news, your only goal is to make the recipient feel good about him- or herself.

Question 25

You should use the direct approach for negative messages when the message has a relatively minor impact on the audience.

Question 26

When you are refusing a routine request, you

A) don't need to invest as much time and effort as you would for other kinds of negative messages.
B) should use the indirect approach when you're forced to decline a request that you might have said yes to in the past.
C) should always use the direct approach.
D) should invoke company policy if that is a possible out.

Question 27

To avoid awkward situations, it is best to deliver bad news for employees in writing whenever possible.

Question 28

Negative messages about business transactions are designed to

A) confirm the customer's expectations.
B) show the audience that whatever has happened, your company is not at fault.
C) let the audience know which of your employees caused the problem.
D) explain how you plan to resolve the situation.

Question 29

In the close of a negative message, you should

A) express concern over possibly losing the reader's business.
B) avoid uncertainty.
C) ask for feedback on whether the decision is acceptable to the reader.
D) encourage the person to write or call to discuss the situation further.

Question 30

When writing an employment termination letter, you should

A) clearly present the reasons for the action.
B) not get too caught up in trying to preserve a good relationship with the employee.
C) make clear to the employee that you have carefully researched relevant employment laws.
D) include words that are open to interpretation, such as difficult and untidy.

Question 31

If you must give an employee a negative performance review,

A) do so by email or fax.
B) limit your discussion to the areas where the employee needs improvement.
C) support your claims with careful documentation.
D) do all of the above.

Question 32

When you need to inform employees that a benefit or privilege will be eliminated

A) use the direct approach.
B) minimize the impact of the bad news by presenting it in as positive a light as possible.
C) use as many hedging words as possible.
D) the best approach is to leak the news as a rumor rather than make a public announcement.

Question 33

In refusing a customer's request for adjustment, you are concerned about possible defamation charges. You should

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

Question 34

To avoid being accused of defamation, you should

A) make it clear to disgruntled customers that you refuse to be intimidated.
B) avoid any kind of behavior that could be considered abusive.
C) refuse to communicate with unhappy clients.
D) frequently refer to company policy.

Question 35

A woman returns a formal dress to your store. It is stained and has a rip at the hem line, but she says she is returning it unworn because it doesn't fit. Which of the following would be the best way to inform her of your refusal to give a refund?

A) Use humor to soften the blow of your refusal.
B) State that company policy prevents you from accepting the return but that if you had anything to say about it you'd take it back, no questions asked.
C) Restate her complaint to let her know you understand it, explain as positively as possible that you are unable to accept the return of damaged merchandise, and recommend a tailor who can fix the tear and alter the dress for her.
D) Challenge the woman to try on the dress and prove that it doesn't fit.

Question 36

Compared to traditional letters of recommendation, social networking recommendations

A) pose less of a risk to your professional reputation.
B) become a part of your brand.
C) require the same amount of detail.
D) are none of the above.

Question 37

The direct approach is never used for negative messages.

Question 38

A letter rejecting a job applicant should

A) point out the applicant's shortcomings.
B) be as long as possible.
C) be as personal as possible.
D) avoid explaining why he or she was not selected.

Question 39

Which of the following is the most effective close for a letter rejecting a job applicant?

A) Again, we are very sorry that we cannot offer you a position at this time.
B) We hope that despite this rejection you will continue to frequent our establishments.
C) I wish you the best in your job search. I am confident you will find a match for your skills and interests.
D) If you have any questions about our decision, don't hesitate to call.

Question 40

The tendency to delay, downplay or distort bad news

A) can lead to unethical decisions, and even lawsuits.
B) is natural, and you should de-emphasize the news at all costs.
C) can lead to problems with internal communication, but generally not with external audiences.
D) can be eliminated by punishing employees who regularly deliver bad news.

Question 41

In closing negative messages, it is always best to encourage additional communication.

Question 42

In a negative message using the indirect approach, an effective explanation section leads readers to your conclusion before you come right out and say it.

Question 43

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

Question 44

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

Question 45

No matter what the situation is, you should always provide an extensive explanation of the bad news in negative messages.

Question 46

Extremely blunt statements such as I must refuse and We cannot allow usually help audiences accept the bad news you are delivering.

Question 47

For particularly difficult situations, it is best to place the buffer at the end of the negative message.

Question 48

The buffer for a negative message should be positive.

Question 49

Using a buffer to begin a negative message is generally manipulative and unethical.

Question 50

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

Question 51

When writing negative messages, you should begin with a buffer to make the reader think that good news will follow.

Question 52

The close of a negative message should end with a statement such as We hope you will continue to do business with us.

Question 53

In a negative message, you should never give the reader any indication that the situation could change to a more favorable outcome in the future.

Question 54

It's best to suggest that the bad news will actually benefit your audience-even if you don't really think it will.

Question 55

In rejecting a proposal you solicited, you should use the indirect approach and provide an explanation.

Question 56

The direct approach is always best when denying a request for information.

Question 57

When you deliver bad news about business transactions (such as a delayed order shipment), you should always apologize to the audience.

Question 58

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

Question 59

If you are turning down an invitation, it is usually necessary to use the indirect approach.

Question 60

When the bad news appears to be a logical outcome of the reasons that precede it, the reader is more prepared to accept it.

Question 61

One way to deemphasize bad news is to embed it in the middle of a(n) ________.

Question 62

A primary goal of negative messages is to gain ________ of the bad news.

Question 63

When composing negative messages, it is important to use language that conveys respect and avoids a(n) ________ ________.

Question 64

Employees are more likely to accept negative news if it is delivered in ________, rather than in writing.

Question 65

A negative message organized using the ________ approach starts with a clear statement of the bad news.

Question 66

One way to avoid being accused of defamation is to stick to the facts when communicating with customers.

Question 67

A crisis management plan includes information on which individuals are authorized to speak for the company in the midst of a crisis.

Question 68

Avoid hiding behind ________ ________ to justify the bad news you are delivering in a negative message.

Question 69

If you must give an employee a negative performance review, it is best to avoid any positive comments since they might distract attention from all of the problems.

Question 70

Since termination letters are highly controversial, you should never deliver them in person.

Question 71

Refusing a request to write a recommendation letter generally calls for using the indirect approach and a great deal of diplomacy.

Question 72

If a customer makes an unreasonable claim against your company, there is no need for you to explain why you are rejecting it.

Question 73

Customers who make a claim or request an adjustment tend to be ________ involved; therefore, the indirect method is usually best for refusals.

Question 74

To avoid legal problems, businesses should delay communicating with the media in the aftermath of a crisis.

Question 75

The ________ section of a negative message using the indirect approach should lead readers to your conclusion before you come right out and say it.

Question 76

When rejecting a job applicant, it is best to explain specifically why that individual was not selected.

Question 77

Firing an employee whose performance reviews were all positive can result in a lawsuit.

Question 78

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

Question 79

When using the indirect approach for a negative message, begin with a(n) ________ that softens the blow of the bad news.

Question 80

When responding to social networking recommendation requests, a single sentence that focuses on one positive aspect is often all that is necessary.