Deck 9: Writing Negative Messages

Question 1

When using the direct approach to deliver bad news, the closing should include

A) an explanation for the bad news.
B) an action step for those who want to appeal or contest the bad news.
C) a positive, but still honest and respectful, statement.
D) an apology.

Answer 1

a positive, but still honest and respectful, statement.

Question 2

To clearly and kindly say no, do all of the following except

A) offer a sincere apology.
B) de-emphasize the bad news.
C) imply that the audience may someday receive a favorable answer.
D) tell the audience what you can or will do rather than what you cannot or will not do.

Answer 2

offer a sincere apology.

Question 3

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

A) I am sorry to have to tell you that you were not selected for the position.
B) Because you do not have the experience we clearly listed in the job posting, we cannot offer you the position.
C) 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.
D) Several other applicants were far more qualified for the position than you were, so we cannot offer you the job.

Answer 3

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.

Question 4

If you must send a negative message to someone in another country

A) always use the direct approach.
B) always use the indirect approach.
C) use the direct approach for countries like France but the indirect approach for countries like Japan.
D) use the same approach as you would for typical American readers.

Question 5

Negative messages about business transactions are designed to

A) modify the customer's expectations.
B) explain how you plan to resolve the situation.
C) repair whatever damage might have been done to the business relationship.
D) do all of the above.

Question 6

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. 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 tailor 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 humor to soften the blow of your refusal.

Question 7

Someone suing for defamation must prove

A) that the statement is false.
B) that the language is injurious to the person's reputation.
C) that the statement has been published.
D) all of the above.

Question 8

A negative performance review should

A) focus on the problems caused by the employee's behavior.
B) compare employee behavior with what is expected or with job requirements.
C) mention some good points about the employee's contributions.
D) do all of the above.

Question 9

You can help establish the right tone in a negative message by making liberal use of the "you" attitude.

Question 10

Negative messages from Japanese businesspeople may be worded so ambiguously that the recipient doesn't realize that the message contains a refusal.

Question 11

Negative statements about a customer can always qualify as defamation, even if you can prove that those statements are true.

Question 12

One way to avoid being accused of defamation is to make accusations orally and not in writing.

Question 13

Among other points, a crisis management plan outlines which individuals are authorized to speak for the company.

Question 14

Some employers refuse to write recommendation letters.

Question 15

Experts disagree on whether a direct or an indirect approach is best for letters turning down job applicants.

Question 16

When rejecting a job applicant, it is best to come right out and say, "You do not meet our requirements."

Question 17

Termination letters should always use delicate terms such as "untidy" and "difficult."

Question 18

Avoid hiding behind _______________ _______________ to cushion your bad news.

Question 19

Making false statements that damage someone's character or reputation might cause you to be sued for _______________.

Question 20

A (An) _______________ review is a manager's formal or informal evaluation of an employee.

Question 21

When evaluating employees, it is important to identify the _______________ of continuing poor performance.

Question 22

Explain how an effective buffer differs from one that is poorly written.

Question 23

Someone suing for defamation must prove three things about the statement(s) in question. What are those things?