Deck 8: Negative Messages

Question 1

All negative messages should be composed using the indirect plan.

Answer 1

False

Question 2

Use de-emphasis techniques when presenting the negative information.

Answer 2

True

Question 3

A negative message initiated by the receiver is considered an unsolicited negative message.

Answer 3

False

Question 4

A letter is the best way to convey negative information of high importance.

Question 5

Negative information may be included in the same paragraph as the explanation.

Question 6

The negative information should be stated in several words or sentences so that the negative facts will not be noticed.

Question 7

One way to de-emphasize the negative information is to place it in a dependent clause.

Question 8

In the logical explanation of a negative message, it is important to be positive..

Question 9

Trying to maintain neutrality in the opening of a negative message is unethical.

Question 10

In an adjustment refusal message, you may refuse the claim but still try to sell the customer more merchandise or service.

Question 11

Composing negative messages without using a single negative word is possible and desirable.

Question 12

One purpose of the friendly close is to move the receiver's mind away from the negative information.

Question 13

A negative message is any message that is unpleasant, disappointing, or unfavorable in the mind of the receiver.

Question 14

The constructive follow-up provides other solutions or gives additional reasoning that will justify the unfavorable information.

Question 15

All receivers respond favorably to the indirect plan when it is used for presenting negative information.

Question 16

The composer of a negative message should analyze the situation before implementing the indirect plan.

Question 17

The friendly close should not include anything that reminds the receiver of negative information given in the message.

Question 18

The primary goal in presenting negative information is to be sure that the receiver clearly understands this part of your message.

Question 19

The negative information section of a negative message should be emphasized to ensure that part of the message is clear.

Question 20

In some situations, the constructive follow-up can immediately follow the negative information in the same paragraph.

Question 21

Describe the five requirements of an opening buffer for a negative message.

Question 22

Identify and describe the five specific parts of the indirect plan.

Question 23

Describe the advantages of using the indirect plan for communication of negative information.

Question 24

Francie Booth, your subordinate, has asked that you transfer her from her accounting clerk position to the customer services representative position.Francie is needed where she is, she is not currently qualified to serve as customer services representative, and you have a good customer services representative (Fred Miller)who has worked for you for ten years.Write a memo to Francie in which you refuse her request.Try to make her happy with your decision; she is an excellent accounting clerk.

Question 25

How can a writer build goodwill in the friendly close of a negative message?

Question 26

What is one of the most important aspects of the indirect plan?

A) It keeps the receiver from getting the negative news.
B) The close stays off the negative subject.
C) The reasoning to justify the negative information is presented before the negative information.
D) The negative information is presented before the reasoning to justify it.

Question 27

Which of the following negative messages is an example of one that should use the direct plan?

A) Response to a death or tragedy
B) Request refusal
C) Adjustment refusal
D) Credit refusal

Question 28

Krystal Klear manufactures high-quality CD players.The players come with a limited warranty of one year to the original owner.Krystal Klear requires that the original owner registers the warranty within 30 days of the purchase.A number of the customers who buy the CD players fail to register their warranties and later seek warranty work.You, as warranty manager, must refuse their requests for warranty repair.However, as an alternative, you will approve the warranty repair on their CD players if they send the original sales receipt to you.Write a form letter that will cover all these customer claims.

Question 29

Owens Food Market permits its customers to buy their groceries on credit and to be billed at the end of each month.Ronnie Davis has purchased groceries on credit from Owens for the past three months and has not made a payment on his account.As office manager of Owens Food Market, you must write a letter advising Mr.Davis that credit purchases at Owens will not be available to him until he has paid his past-due account.Write this letter in a manner that will assure Owens of keeping Mr.Davis as a customer.Add details.

Question 30

Which of the following statements is NOT an advantage of the indirect plan?

A) It permits reason to prevail.
B) It emphasizes the negative information.
C) It maintains a calm approach.
D) It can change a negative situation to a positive one.

Question 31

The negative information section of a negative message should

A) be placed in a separate paragraph.
B) avoid saying what can be done.
C) come immediately after the logical explanation.
D) offer an apology.

Question 32

Discuss whether it is best to state the negative information explicitly or implicitly.

Question 33

If the opening buffer and logical explanation are effective, the receiver will

A) be unsure about the meaning of the negative information.
B) not expect the negative information.
C) not need another statement that conveys the negative information.
D) respond favorably to the words you chose for the logical explanation .

Question 34

The manager of Stop and Shop has completed interviews of five applicants for evening cashier.Mr.Jon Bonner was hired because he had more experience as a cashier than the other candidates and had also been a shore patrol officer in the navy and, therefore, was aware of security issues that the evening shift presents and how to deal safely with them.As manager, write an unsolicited negative news letter that you can send to the other four applicants to notify them that they were not selected.Follow the direct plan or modified indirect plan for your message.

Question 35

Which of the following is NOT a proper way to communicate a credit refusal?

A) Personalized letter
B) Form memo
C) Telephone call
D) Face-to-face conversation

Question 36

The best way to implement the requirement that de-emphasis techniques be used in the negative information is to

A) start with points that are the most unfavorable to your receiver.
B) address the negative information in the middle of a paragraph.
C) give the negative information in explicit terms.
D) avoid the negative points.

Question 37

The logical explanation of the indirect plan

A) stresses receiver interests and benefits.
B) uses emphasis techniques.
C) relates to the opening buffer.
D) includes both A and C..

Question 38

Which of the following openings would be best for a letter in which you are refusing an adjustment?

A) I am sorry that I cannot honor your claim ...
B) Your claim cannot be honored at this time because ...
C) This is to let you know that ...
D) Your recent purchase of a ...

Question 39

You are the manager of The Campus Bookstore.You have been asked to participate in the first annual community "BookFare" program by displaying several copies of books at the Belaire Mall on September 1-4.The community's other bookstores and its libraries will be participating.You believe that this would be an important community service for you to render; however, the BookFare is scheduled at the beginning of the school term, one of your busiest times.You will have to refuse this request.You will, of course, use this request refusal as an opportunity to show support for the program and offer to be involved in the future if the BookFare is scheduled at a less busy time of the year.

Question 40

The unsolicited negative message is somewhat different than other negative messages because it is

A) in response to a message.
B) unexpected by the sender.
C) sender initiated.
D) dealing with ethics.