Deck 11: Writing Negative Messages

Question 1

Instead of announcing the bad news up front, you can open with a ________ to establish common ground with the reader.

A)humorous anecdote
B)buffer statement
C)diversionary tactic
D)heartwarming story

Answer 1

B
Explanation:B)The indirect approach to delivering bad news opens with a buffer. A buffer is a neutral, uncontroversial statement that establishes common ground with the recipient.

Question 2

The buffer of a negative message

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

Answer 2

A
Explanation:A)A buffer should be neutral and noncontroversial, but also sincere, genuine, and relevant. A poorly written buffer serves no purpose. The recipient views a poorly written buffer as a ploy and feels extra resentment for being "handled." A well-chosen buffer makes the bad news more acceptable.

Question 3

In a negative message organized using the indirect approach, the reasons that justify the negative 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)should be glossed over quickly.
D)should be long and roundabout to cushion the negative aspects.

Answer 3

B
Explanation:B)The idea of a buffer is that it provides a safe bridge to the second section, which makes the case in support of the bad news. This second section lays out a logical sequence of facts and evidence that will lead into the third section, which contains the actual delivery of the negative news.

Question 4

When you're planning a negative message, ________ in order to minimize the damage to business relationships and encourage acceptance of your message.

A)analyze the situation carefully
B)be direct at all times
C)emphasize your needs and concerns
D)quote the policies and regulations of your company

Question 5

A poorly written buffer can

A)trivialize the reader's concerns.
B)divert attention from the problem.
C)mislead the reader into thinking your message actually contains good news.
D)all of the above.

Question 6

If you must deliver bad news, ask ________ to help you choose the direct or indirect approach for delivering the message.

A)Will the reader be shocked by the news?
B)How important is the news to the reader?
C)Does the reader prefer, short direct messages?
D)Ask all of the above.

Question 7

A good way to deliver bad news kindly 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)deemphasize it by embedding it in the middle of a paragraph or use parenthetical expressions.

Question 8

Consider the following statements. Which one of them is phrased in a negative way?

A)Please clarify your request.
B)Your copier will be repaired next week.
C)Your payment is late.
D)Thank you for sharing your concerns about your shopping experience.

Question 9

When you deliver negative messages, you

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

Question 10

According to the indirect approach for delivering bad news, you should place the negative news

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

Question 11

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

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

Question 12

If you're using the direct approach to deliver a negative message,

A)save the bad news for last.
B)state the bad news at the beginning.
C)embed the bad news in a parenthetical expression.
D)subordinate the bad news in a compound sentence.

Question 13

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

Question 14

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

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

Question 15

You can use an agreement strategy to write an effective buffer statement if you

A)find an attribute or achievement to compliment.
B)express sincere thanks for receiving something.
C)demonstrate that you understand the reader's goals and needs.
D)discover a point on which you and the reader share similar views.

Question 16

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

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

Question 17

During the process of composing a negative message, you should try to

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

Question 18

One important goal of a buffer is to

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

Question 19

In the reasons section of a negative message, you should

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

Question 20

Which one of the following would be the most effective way to open an indirect message that delivers bad news to someone who applied for a summer internship?

A)Please accept my apology for having to deliver bad news.
B)We have rejected your application for the summer internship.
C)Your résumé clearly shows why you're interested in a summer internship.
D)We are unable to consider your résumé and application letter at this time.

Question 21

Your communication goals do not include ________ if you're sending bad news about transactions.

A)modifying the customer's expectations
B)explaining your plan for resolving the situation
C)repairing any damage to the business relationship
D)pinpointing what the customer did wrong

Question 22

If you do all of the following except ________, you can close a negative message in a positive way.

A)build goodwill
B)suggest alternative actions
C)dwell on the bad news
D)look toward the future

Question 23

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

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

Question 24

If the stakes are high for you or your receiver, use an ________ to deliver negative information.

A)intuitive approach
B)irregular approach
C)indirect approach
D)off-the-cuff approach

Question 25

When responding to rumors and countering negative information in a social media environment, a company should not

A)engage customers early and often.
B)monitor online conversations.
C)rely on its reputation to protect it.
D)respond appropriately and professionally.

Question 26

Employees who observe illegal or unethical behavior in the workplace may resort to ________ if they're unable to resolve the problems through normal channels.

A)"shuffling the deck"
B)"calling the game"
C)"blowing the whistle"
D)"jumping the shark"

Question 27

A crisis management plan should

A)define operational procedures and outline communication tasks and responsibilities.
B)make provisions for concealing operational issues from the news media.
C)avoid limitations on who is authorized to speak on behalf of the company.
D)never include contact information for key executives and personnel.

Question 28

Which of the following statements does the best job of delivering 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.

Question 29

A woman returns a formal dress to your store, asking for a refund. The bodice is stained and the hemline is torn, but she says she is returning it unworn because it doesn't fit. Which of the following would be the best way to refuse her request for 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 30

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

A)softens the blow by drawing attention away from the 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 31

Negative messages about business transactions are designed to

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

Question 32

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

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

Question 33

To avoid being accused of defamation, you should

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

Question 34

When you must deliver bad news in the workplace, remember that

A)you should de-emphasize the news at all costs.
B)your feelings, as well as the feelings of anyone who receives the message, are irrelevant.
C)delaying, downplaying, or distorting the news may be unethical or illegal.
D)internal and external audiences will react to the news in the same way.

Question 35

Do all of the following except ________ if you must refuse a claim.

A)show that you understand the claim
B)argue heatedly for your point of view
C)explain your refusal
D)suggest alternative action

Question 36

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

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

Question 37

The challenge of ________ is a direct result of the proliferation of social media and other communication technologies.

A)researching and developing new products and services
B)communicating up and down a company's supply chain
C)attracting and recruiting qualified applicants for employment
D)responding to online rumors and attacks on a company's reputation

Question 38

When you are refusing a routine request from someone in an established relationship, you

A)should use the indirect approach.
B)should 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 negative messages.
D)should give the name of the person making the decision.

Question 39

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)use a conditional statement.
D)tell the audience what you can or will do rather than what you cannot or will not do.

Question 40

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

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)none of the above.

Question 41

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

Question 42

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

Question 43

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 44

A letter rejecting a job applicant should

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

Question 45

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

Question 46

When writing an employment termination letter, you should

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

Question 47

If you must give an employee a negative performance review,

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

Question 48

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

Question 49

Which of the following can help you handle requests for recommendations in a social networking environment?

A)Ignoring a request from someone you don't know
B)Maintaining a policy of not writing a recommendation for anyone
C)Writing as much or as little as you're comfortable with sharing about the person
D)All of the above

Question 50

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

Question 51

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

Question 52

As a member of an online social network, the recommendations you write

A)must include extensive detailed information.
B)cannot be seen by the other network members.
C)become part of your online brand.
D)don't affect your online profile.

Question 53

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 54

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

Question 55

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

Question 56

Use direct statements such as I must refuse and We cannot allow to help your audience accept the bad news you are delivering.

Question 57

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

Question 58

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

Question 59

The buffer for a negative message should be positive.

Question 60

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

Question 61

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

Question 62

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 63

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

Question 64

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

Question 65

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

Question 66

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

Question 67

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

Question 68

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

Question 69

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

Question 70

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

Question 71

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

Question 72

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

Question 73

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

Question 74

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

Question 75

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

Question 76

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

Question 77

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

Question 78

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

Question 79

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

Question 80

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