Deck 8: Writing Negative Messages

Question 1

Writing negative news with sensitivity and clarity helps the reader do what?

A)Understand the message
B)Accept the message
C)Increase their desire to improve
D)Take the message personally
E)Respond to the message appropriately

Answer 1

B
Explanation: B)By writing clearly and sensitively, you can take some of the sting out of bad news and help your reader accept the decision and move on. If your credibility hasn't already been established with an audience, clarify your qualifications so recipients won't question your authority or ability.

Question 2

When delivering bad news to employees,which of the following would be the most appropriate channel of delivery?

A)Social networking site
B)Email
C)In person
D)Via telephone
E)Formal written documents

Answer 2

C
Explanation: C)Selecting the right combination of medium and channel is critical. For instance, experts advise that bad news for employees be delivered in person whenever possible, both to show respect for the employees and to give them an opportunity to ask questions.

Question 3

Delaying the delivery of the bad news can be illegal.

Answer 3

True
Explanation: Produce clean, professional documents and proofread carefully to eliminate mistakes. Finally, be sure to deliver messages promptly; withholding or delaying bad news can be unethical, even illegal.

Question 4

Which of the following would be the most likely reason to include a detailed explanation of why the news is negative when writing a direct message for bad news?

A)The reasons are confidential.
B)The reasons are complicated.
C)The reasons are not important to the reader.
D)The reader is an important customer.
E)There is no need to worry about the long-term relationship with the audience.

Question 5

After developing a clear purpose,what is the next step in preparing to write the negative message?

A)Being upfront and honest with those you need to send the message to
B)Sharing the unwelcome news
C)Writing a message that is sensitive and honest
D)Gathering information the audience needs to understand and accept the message
E)Choosing the channel and the medium

Question 6

In addition to making the message as short as possible,what is the advantage to using a direct format for bad news messages?

A)The direct format increases understanding.
B)The direct format increases acceptance.
C)The direct format clearly identifies the bad news so fewer assumptions are made.
D)The direct format saves the reader time.
E)The direct format saves the writer time.

Question 7

To avoid being too blunt,a direct format bad news message should include which of the following in the opening paragraph?

A)A statement that establishes common ground with the reader
B)The credentials of the writer
C)The bad news in the most positive terms possible
D)Why the decision was made
E)A neutral buffer

Question 8

List and discuss the five goals to keep in mind when delivering bad news.

Question 9

When delivering negative news using the direct approach,which of the following would comprise the body of the message?

A)Neutral buffer
B)Bad news
C)Information that may help the audience
D)Reasons for the bad news, then the news
E)Positive statement aimed at maintaining a good relationship

Question 10

When using the indirect approach to convey negative news,what should be in the middle,or body of the message?

A)Neutral buffer
B)Bad news
C)Information that may help the audience
D)Reasons for the bad news, then the news
E)Positive statement aimed at maintaining a good relationship

Question 11

All content in the negative message should be what?

A)Factual, impersonal and objective
B)Factual, positive and clear
C)Clear, complete and concise
D)Objective, complete and concise
E)Personal, complete and concise

Question 12

Which of the following is not one of the five goals when delivering bad news?

A)Repair business relationships.
B)Convey the bad news.
C)Maintain as much goodwill as possible.
D)Maintain a good image for the organization.
E)Eliminate the need for future correspondence on the matter.

Question 13

When writing a bad news message,wording should convey the sense of bad news by emphasizing negative phrasing.

Question 14

When delivering negative news using the direct approach,how should the message end?

A)With a positive statement aimed at maintaining a good relationship with the audience
B)With a reminder of the bad news
C)With advice on how to prevent negative issues from arising in the future
D)With a neutral close
E)With a plan of action

Question 15

Discuss how to determine if a direct or indirect format should be used when conveying bad or negative news.

Question 16

What does the introductory paragraph in a direct format bad news message do for the reader?

A)It softens the blow of the bad news.
B)It offers a neutral buffer.
C)It explains why the decision was made before telling the reader what the decision is.
D)It explains the credentials of the writer.
E)It shares the bad news.

Question 17

When writing a negative message,wording should be as positive as possible.

Question 18

When writing negative news,what should follow the direct opening?

A)A sincere apology
B)The negative news
C)A neutral buffer
D)An explanation of who you are
E)An explanation of why the news is negative

Question 19

When delivering negative news using the direct approach,what does the message open with?

A)Neutral buffer
B)Bad news
C)Reasons for the decision
D)Plan of action
E)Positive statement aimed at maintaining a good relationship

Question 20

When using the indirect approach to deliver negative news,what does the message open with?

A)Neutral buffer
B)Bad news
C)Reasons for the decision
D)Plan of action
E)Positive statement aimed at maintaining a good relationship

Question 21

Discuss the advantages of using direct format for negative news messages,and how to develop a strong opening paragraph for this format.

Question 22

Discuss the reasons why a writer should,or should not; include an apology when using the direct format for a negative news message.

Question 23

Which of the following helps to create an effective buffer in a message with negative news?

A)A statement to minimize the reader's concerns
B)A statement that is relevant and sincere
C)A statement that diverts attention from the problem
D)A statement that makes the reader think the message is actually good news instead of negative news
E)A statement that includes flattery or irrelevant information

Question 24

An apology can be simply an expression of sympathy that something negative has happened.

Question 25

Which of the following is least effective in an opening buffer?

A)A sincere apology
B)Assurance for the reader that they have your attention
C)An understanding of the reader's needs
D)An introduction to the general subject matter
E)Establishing common ground with the reader

Question 26

How should a message that was developed using the indirect approach open?

A)With a neutral buffer
B)With an introduction to the writer
C)With an apology for the news
D)With reasons for the news
E)With a statement of the news

Question 27

When giving reasons for the decision,how should they be ordered?

A)Most negative first
B)Most controversial first
C)Most positive first
D)Most general first
E)Most detailed first

Question 28

Which of the following is the most appropriate apology when writing a negative news message?

A)"I am sorry you had a problem with this product, and please know this issue will never happen again."
B)"If this issue has created any problems for you, we are sorry."
C)"I am sorry to hear of your difficulties with this product."
D)"I am sorry to hear of your difficulties, as we sell millions of these products a year and no one else has expressed any concern with them."
E)"I am sorry if anyone had difficulties with this product."

Question 29

Which of the following would be most appropriate when closing a direct format message with negative news?

A)Offer a sincere apology.
B)Offer contact information in the event the reader wants to further discuss the issue.
C)Provide reasons for the news.
D)Offer an alternative solution.
E)End on a cheerful, positive note that minimizes the impact of the negative news.

Question 30

Why would an indirect approach be better to use when the audience will be disappointed with the news?

A)An indirect approach is better at obscuring the bad news.
B)An indirect approach eases the blow of the news and helps the reader accept the news.
C)An indirect approach is more ethical than a direct approach for dealing with bad news.
D)An indirect approach is better at limiting responsibility on the part of the organization.
E)An indirect approach allows the opportunity for an apology in the body of the message.

Question 31

When providing the bad news,which of the following would do least to minimize the potential negative feelings from the bad news?

A)Devote as little space to the actual bad news as possible.
B)Devote as little time to the explanation of the bad news as possible.
C)Use specific and concrete terms to ensure understanding of the bad news.
D)Subordinate the news within a complex or compound sentence.
E)Place the bad news in the middle of the paragraph.

Question 32

Which of the following is true of including an apology in a message?

A)Apologizing is the same as admitting mistake.
B)Apologizing could have significant legal consequences.
C)Apologizing allows the writer to express sympathy without accepting blame.
D)Apologies should always be made when expressing negative news.
E)Apologies should only be used when a long-term business relationship needs to be salvaged.

Question 33

When writing a direct format bad news message,reasons for the decision or news should always be provided.

Question 34

Which part of an indirect format message serves as a transition to the purpose of the message?

A)The apology
B)The news
C)The reasons for the news
D)The buffer
E)The explanation of company policy

Question 35

When including writing a buffer that includes information that is favorable to the reader,what type of buffer is being used?

A)Agreement
B)Appreciation
C)Good news
D)Understanding
E)Fairness

Question 36

What should immediately follow the reasons for the decision when writing a bad news message using the indirect format?

A)A neutral buffer
B)The bad news
C)Contact information in the event the reader wants more information
D)Information on what the reader can do to avoid similar bad news in the future
E)An alternative to the bad news

Question 37

When closing a negative message that has been developed in a direct format,the close of the message should remind the reader why they should continue to do business with your firm in the future.

Question 38

Which of the following is least effective at conveying negative information as clearly and kindly as possible?

A)Embed the bad news in the middle of the paragraph.
B)Suggest you might reverse the decision if circumstances change.
C)Emphasize what you can do rather than what you cannot do.
D)Imply the bad news instead of specifically stating the news.
E)Minimize the space devoted to the news.

Question 39

Using a statement in the buffer such as "So that you can more easily find the printer with the features you need,we are enclosing a brochure that describes all the Epson printers currently available" is an indication of what?

A)Cooperation
B)Fairness
C)Good news
D)Understanding
E)Resale

Question 40

What is the goal of explaining the reasons for the decision before providing the decision?

A)The readers are less likely to see the bad news in the middle of the paragraph.
B)The reader can follow the line of reasoning and is ready for the news.
C)The reader has time to calm down during the reading process when they know bad news is coming.
D)This writing style helps the writer better organize their thoughts, allowing them to soften the blow of the bad news.
E)This writing style allows the writer to minimize their responsibility for the news.

Question 41

When developing bad news messages about transactions,what do many firms include in an attempt to repair the relationship?

A)An element of apology
B)An explanation of what the customer should now expect
C)An explanation of what is being done to resolve the situations
D)An offer of a discount on future orders
E)An explanation of what type of performance can be expected in the future

Question 42

When refusing a claim or request for adjustment,what should be the goal of the indirect format message?

A)Explaining to the audience how to prevent similar issues in the future
B)To avoid accepting responsibility while not blaming the customer
C)To start a dialog with the customer on potential solutions
D)To demonstrate why you cannot comply
E)To minimize the potential for legal action by the reader

Question 43

When making an internal announcement that is unexpected and of a negative nature,which of the following would not be an appropriate step in presenting the information to the audience?

A)Open with a buffer that established mutual ground.
B)Advance the reasoning for the decision.
C)Announce the change or the bad news.
D)Close with as much positive information as appropriate under the circumstances.
E)Post a blog thread and allow employees to discuss the changes using social media.

Question 44

Being verbally abused by a customer is an example of defamation.

Question 45

Discuss the methods to develop an effective conclusion to a bad news message.

Question 46

A good buffer needs to trivialize the reader's concerns.

Question 47

What is the purpose of offering free merchandise or other considerations when a firm has bad news regarding transaction?

A)To salvage as much of the original order as possible
B)To encourage a new order to replace the current transaction
C)To rebuild the customer's confidence in your company
D)To encourage the placement of an even larger order
E)To bundle the shipment with the previous transaction for an even greater cost savings

Question 48

To avoid accusations of defamation,which of the following would be most appropriate?

A)Use words that sound confident and convincing.
B)Use vague information that is open to interpretation.
C)Only use abusing language verbally, never in writing.
D)Emphasize a desire for a good relationship in the future.
E)Consult the company's legal advisers before sending out any message that conveys bad news.

Question 49

An effective buffer serves as a transition to the explanation and information section of the indirect message.

Question 50

Written statements that are false and damage someone's reputation are considered defamation.

Question 51

To avoid defamation charges,which of the following would be the best practice?

A)Resist the temptation to call someone dishonest or incompetent
B)Only make charges of dishonesty in writing
C)Only make charges of dishonesty verbally, eliminating the record of the charges
D)Use language that creates the biggest impact on the person's reputation
E)Make the charges anonymously on social media

Question 52

When ending an indirect message,a statement such as "I trust our decision is satisfactory" does what for the reader?

A)Avoids an uncertain conclusion
B)Helps to manage future correspondences
C)Expresses optimism
D)Opens the opportunity for further discussion
E)Shows the writer's sincerity

Question 53

To successfully sue for defamation,what must be proven?

A)The language used was purposely abusive.
B)The language injures the person's reputation.
C)The information was accurate and fact based.
D)Anger or malice was the inspiration for the message.
E)The message was approved by the company's legal advisors.

Question 54

When developing a statement of the bad news in an indirect formatted message,what techniques can be used to present the bad news as kindly and clearly as possible?

Question 55

It is appropriate to imply bad news rather than specifically state the news.

Question 56

When the customer has no established expectation,which of the following should be the focus of the bad news message?

A)Resetting the expectations that are assumed by the writer
B)Explaining how you plan to resolve the problem
C)An apology
D)An explanation of what went wrong
E)Information on the situation

Question 57

Which of the following would generally be written using a direct format?

A)Refusing social networking recommendation requests
B)Refusing requests for recommendations
C)Refusing requests for claims and adjustments
D)Rejecting suggestions and proposals
E)Refusing routine requests

Question 58

Which of the following is a goal when handling bad news about transactions?

A)Stating your reasons as carefully as possible
B)Stating your reasons as positively as possible
C)Stating the bad news as clearly as possible
D)Explaining how you plan to resolve the situation as clearly as possible
E)Avoiding details about the situation as much as possible

Question 59

When ending a message using the indirect format,what should be emphasized to the reader?

A)They should contact you if they have questions
B)The decision can be reversed and is open to discussion
C)Respect for the reader regardless of the decision
D)Suggestions on how to improve the readers success in future endeavors
E)The bad news

Question 60

When you need to refuse a routine request that you accepted in the past,what should be the focus of the message?

A)Maintaining the working relationship
B)Softening the bad news by indicating the issue is still under consideration
C)Limiting alternatives so as not to mislead the audience
D)Implying that other assistance might be available, even if it isn't
E)Implying that other information might be available, even if it isn't

Question 61

To ensure the performance review is objective and well planned,which of the following steps should be taken?

A)Document performance issues as they happen.
B)Evaluate each employee based on their needs, skills and abilities.
C)Use a personal and sincere tone.
D)Focus on areas of weakness that need improvement.
E)Use the job description that best matches the performance level.

Question 62

When preparing a written termination notice,the written document should be presented in person if possible.

Question 63

Customers who make requests for claims or adjustments tend to be more emotionally involved in the outcome of the request.

Question 64

Which of the following would be the best option when rejecting an applicant?

A)Use an opening buffer that emphasizes which skills the organization could use.
B)Personalize the message by using the applicant's name.
C)Convey the news using blunt and personalized language.
D)Explain exactly why the applicant was rejected.
E)Explain exactly why another candidate was chosen over the applicant.

Question 65

When refusing to send information about employees,which of the following is the best way to handle the message?

A)The message should be direct.
B)The message should be detailed, but direct.
C)The message should be brief and direct.
D)The message should be detailed and objective.
E)The message should be detailed and indirect.

Question 66

When preparing for a performance review,it is important to make sure the job description is accurate and up to date.

Question 67

When announcing negative organizational news,how should the writer determine the correct format of the message?

A)The organization should develop boilerplate messages for a variety of scenarios and then choose the most appropriate.
B)The organization should determine which format best matches the specific situation.
C)The organization should use a plan that is fair and consistent.
D)The organization should present the information in the most positive way possible.
E)The organization should determine what information can be safely kept from public consumption.

Question 68

Discuss steps to follow when developing a termination message.

Question 69

Why is the indirect format usually a better choice when sending negative employment messages?

A)Recipients tend to have an emotional stake in the message.
B)There is less control over the message in other formats.
C)Indirect formatted messages regarding employment are more sensitive than face to face conversations.
D)Indirect formatted messages regarding employment are quicker to write.
E)A direct format can be taken as a personal slight and a threat to the applicants future.

Question 70

How can negative situations in an organization affect leadership skills?

A)Leaders can provide staff the opportunity to practice communication skills.
B)Leaders can use negative situations as opportunities to minimize organizational impact.
C)Leaders can use negative situations to renegotiate with suppliers and vendors.
D)Leaders can use negative situations to reshape or reinvigorate the organization.
E)Leaders can use negative situations to identify encouraging and level headed employees for future leadership positions.

Question 71

Discuss how to best address the needs of the customer when denying a claim or request for an adjustment.

Question 72

When developing a bad news message regarding organizational news,what should be done to minimize long-term financial implications?

A)Be open and transparent.
B)Seek expert advice.
C)Use multiple channels to reach affected audiences.
D)Look for positive angles.
E)Match your approach to the situation.

Question 73

By giving affected groups as much time as possible to prepare and respond,what type of strategy is being used to minimize the negative announcement?

A)Matching the approach to the situation
B)Considering the unique needs of each group
C)Minimizing the element of surprise
D)Allowing enough time to plan and manage the response
E)Being open and transparent

Question 74

When refusing an applicant's direct request for a recommendation,which of the following is the best format?

A)The message should be detailed and indirect.
B)The message should imply the refusal, suggest an alternative and use a polite close.
C)The message should directly state the refusal, suggest an alternative and use a close that encourages questions if necessary.
D)The message should be brief and direct.
E)The message should be brief and indirectly imply the refusal.

Question 75

What is the most effective way to avoid negative surprises during a performance evaluation?

A)Make sure an employee understands job requirements.
B)Tie salary increases to performance reviews.
C)Tie promotions to performance reviews.
D)Tie performance to organizational values.
E)Provide consistent and regular feedback on performance.

Question 76

Which of the following negative employment messages can sometimes be handled by simply ignoring the issue?

A)Request for recommendations
B)Refusing social networking recommendation requests
C)Rejecting job applicants
D)Giving negative performance reviews
E)Terminating employment

Question 77

Which of the following is the best format when rejecting a job applicant?

A)Provide detailed explanations for the company's decision.
B)Soften the sting of rejection by offering to reconsider the application at some point in the future.
C)Avoid sharing any explanations for the company's decision.
D)Provide detailed explanation about the qualifications of the person who was hired.
E)Use an indirect format that implies future consideration.

Question 78

Which of the following is not a function of the performance review process?

A)Clarifying job requirements
B)Documenting evidence of performance
C)Announcing salary increases for the coming year
D)Establishing a plan of action to ensure continued performance
E)Communicating organizational values

Question 79

One-on-one conversations are viewed as more sensitive than written forms of communication.

Question 80

Which of the following is more likely to lead to a discrimination lawsuit?

A)Direct format letters
B)Refusing to write letters of recommendation
C)Indirect format letters
D)Rejecting job applicants
E)Refusing to provide social networking recommendations