Deck 9: Writing Negative Messages

Question 1

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

Answer 1

False

Question 2

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

Answer 2

False

Question 3

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

Answer 3

False

Question 4

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

Question 5

Words that should not appear in a bad-news letter include unfortunately,regret,and inconvenience,because they're negative and counterproductive.

Question 6

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

Question 7

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

Question 8

Bad-news messages should have the same approach and tone no matter what the culture of the audience.

Question 9

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

Question 10

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

Question 11

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

Question 12

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

Question 13

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

Question 14

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

Question 15

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

Question 16

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

Question 17

In a bad-news message,you never give the reader any indication that he or she could have received or might someday receive a favourable answer.

Question 18

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

Question 19

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

Question 20

A good buffer begins with an apology.

Question 21

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

A) the message will have a great deal of personal impact on members of the audience.
B) when 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 22

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

Question 23

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

Question 24

When you use the direct plan 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 25

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 26

If you must deliver bad news to a customer about an order,one of your goals should be to work toward an eventual sale along the lines of the original order.

Question 27

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

Question 28

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 29

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 30

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

Question 31

Performance problems should place blame on the employee with an attack.

Question 32

When the message is a combination of good news and bad news,use the indirect approach to turn the good news into a buffer for the bad news.

Question 33

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

Question 34

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

Question 35

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

Question 36

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

Question 37

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

Question 38

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 39

Written defamation is called slander.

Question 40

The best method for delivering performance reviews is by email or fax.

Question 41

When you must notify a customer that you can send only part of an order,the buffer _____________

A) gives the reason for the delay on the balance of the order.
B) states the approximate length of time the customer will have to wait for a decision.
C) emphasizes the good news that part of the order is on its way.
D) does all of the above.

Question 42

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 43

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 your denial is likely to disappoint the reader.

Question 44

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 45

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 plan.
C) should be brief and direct.
D) all of the above.

Question 46

A woman returns a formal dress to your store.It is soiled and has a rip at the hem line,but she says she is returning it unworn because it doesn't fit.How do you inform her of your refusal to give her a refund?

A) 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.
B) 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 seamstress who can fix the tear and alter the dress for her.
C) Challenge the woman to try on the dress and prove that it doesn't fit.
D) Use humour to soften the blow of your refusal.

Question 47

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 48

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 49

Following the indirect plan,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

A neutral lead-in to bad news is called _____________

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

Question 51

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) burying it in the middle of a sentence or paragraph.

Question 52

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

A) the direct plan.
B) the indirect plan.
C) a combination of the direct and indirect plans.
D) the deductive plan.

Question 53

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 54

If you defame Greg in a letter,Greg must prove that the statement hurt his reputation,that the statement has been published and ______________________

A) that the statement is false.
B) that the statement is considered slander.
C) that the statement is outrageous.
D) that the statement is true.

Question 55

Rejecting credit requests,telling customers that shipments will be late,and rejecting job applicants are all types of __________ messages.

Question 56

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 57

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

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

Question 58

The point of using the indirect plan 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

If current trends are pointing toward negative results sometime in the near future,it's often better to _______________

A) always use the direct approach.
B) never include an apology.
C) let your audience know ahead of time, before it is too late.
D) let your audience know when the crisis arrives, so as not to cause fear unnecessarily.

Question 60

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 61

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

Question 62

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

Question 63

A message organized on the __________ plan starts with a clear statement of the bad news.

Question 64

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

Question 65

Rewrite the following bad-news message using positive words rather than negative ones: "Since you failed to send payment,we cannot ship your order."

Question 66

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

Question 67

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

Question 68

What are the five main goals when delivering bad news?

Question 69

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

Question 70

In the __________ plan for bad-news messages,the negative decision comes after the reasons supporting the decision.

Question 71

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

Question 72

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

Question 73

__________ hiding behind company policy to cushion bad news.

Question 74

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

Question 75

Withholding __________ information or overemphasizing positive information is unethical and unfair to your reader.

Question 76

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

Question 77

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

Question 78

Rewrite the following sentence using the "you" attitude: "You shouldn't have put the blender into the dishwasher."

Question 79

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

Question 80

Your reasons for a negative decision should convince your audience that the decision is justified,__________,and logical.