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Ch 11: Writing Negative Messages
Terms in this set (22)
Sam has received a request from an employee for an extra week of vacation at Christmas. However, four other employees have already asked for that time off, and only four employees are allowed to be on vacation at a time. How should Sam handle the rejection of this request?
By using a direct approach
A __________ is a neutral, noncontroversial statement closely related to the point of the message that doesn't convey the bad news.
An ineffective buffer for a bad-news message is one that __________.
seems to indicate that good news is to follow in the message
Denise works as the customer care executive in a bank and has to refuse a request made by a customer. When citing the reasons for the refusal, she should __________.
provide enough detail to logically support the refusal
In which of the following instances is the direct approach of delivering a bad message most appropriate?
When your audience is unlikely to get upset
Jake has sent in a proposal to increase the efficiency of the employees on his team. However, his manager has to reject it due to nonavailability of funds to implement it. Which of the following is the best way to present the bad-news message?
"I appreciate your effort, but due to nonavailability of funds, the company will not be able to comply with your request."
Tamara is the HR manager for Lumix Technologies and conducts the initial screening for job applicants. When an applicant does not pass the initial test, Tamara has to email the applicant to notify him or her that his or her application has been unsuccessful. She reviews her email before sending it to make sure that it will leave the applicant with a feeling of goodwill. Which of the following sentences in the email should Tamara revise before conveying her message?
Unfortunately, your application for the position has been unsuccessful.
The residents' welfare committee in your neighborhood is asking Diana to be the keynote speaker for its upcoming seminar on effective waste disposal. However, she will not be able to make it because she will be out of town on the specified date. In which of the following statements is the bad news most clearly phrased?
"I will be out of town on the day you need me so I will not be able to attend the seminar."
Vortex Industries has decided it needs to reduce its workforce, but has not yet announced it to the employees. Which of the following is an ethical statement in a news release during this time?
"Vortex Industries understands investors' concerns about its profitability and is planning upcoming changes."
Vortex Industries has decided it should get involved with social media. The PR director notices a number of negative posts about Vortex on Facebook. How should Vortex handle its social media response?
Evaluate the negative messages.
Which of the following guidelines should be followed when denying customer claim requests?
When denying requests, avoid using any kind of abusive language or terms that could be considered
Which of the following is a recommended practice for concluding a bad-news message using the direct approach?
You should offer alternative solutions.
Which of the following is NOT a goal of a negative message?
Airing a personal grievance
Which of the following is true of bad-news messages using the indirect approach?
Bad-news messages should have a clear statement of the bad news.
Which of the following is true of bad-news messages?
When rejecting proposals it is important to use tact and provide a thorough explanation.
Which of the following is true of denying customer claims?
When denying customer claim requests, avoid accepting responsibility for the situation.
Which of the following is true of whistle-blowing?
It is a way of expressing concerns about whether a company is handling something ethically.
Which of the following statements will soften the employment-related bad-news message?
"We know this transition will be difficult for you."
Which of these guidelines should be followed to de-emphasize bad news?
You should subordinate bad news within a complex or compound sentence.
In bad-news situations, it is best to use the direct approach when __________.
your audience expects the news
Which of the following is NOT an appropriate strategy for handling negative messages on social media?
Do not get involved, so the negative messages will calm down.
Which of the following methods should be used when refusing a claim from a customer?
Emphasize a clear desire for a good future relationship.
Competent communication is effective and appropriate communication that achieves its intended outcomes in ways that maintain or enhance the relationship in which it occurs.
what are the 5 assimilatory processes
Which theorists developed a tentative terrain for emotion in the workplace?
An Active listener intends to pay attention, but a allows their mind to wander
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