Chapter 11

Question 1

Negative messages have five main goals

Answer 1

Give bad news
Ensure acceptance of the bad news 
Maintain the readers goodwill 
Maintain the organizations good image 
Minimize or eliminate future correspondence on the matter, as appropriate

Question 2

Direct approach

Answer 2

Opens with bad news, proceeds to the reasons for the situation or the decision, and ends with a positive statement and at maintaining a good relationship with the audience.

Question 3

Indirect approach

Answer 3

Opens with the reasons behind the bad news before presenting the bad news itself.

Question 4

How to decide which approach to take (direct or indirect)

Answer 4

Do you need to get the readers attention immediately?
Does the recipient prefer a direct style of communication?
How important is this news to the reader?
Will the bad news come as a shock?

Question 5

Buffer

Answer 5

Neutral, noncontroversial statement that establishes common ground with the reader

Question 6

When delivering bad news, present logical well-written reasons

Answer 6

Detailed
Tactful
Individualized
Unapologetic if not at fault positive

Question 7

To handle bad news carefully

Answer 7

Deemphasize bad news visually and grammatically
Use a conditional statement, if appropriate
Tell what you did do, not what you didn’t do

Question 8

A positive close

Answer 8

Builds goodwill
Offers a suggestion for action
Provides a look toward the future

Question 9

Whatever conclusion you use, follow these guidelines

Answer 9

Avoid uncertain conclusions
Manage future correspondence
Express optimism, if appropriate
Be sincere

Question 10

Whistleblowing

Answer 10

Expressing concerns internally through company ethic hotlines-or externally through social media or the news media if they perceive no other options

Question 11

When developing routine negative messages

Answer 11

Manage your time carefully; focus on the most important relationships and requests

If matter is closed, don’t imply it’s open by using phrases delaying saying no

Offer alternative ideas if you can, especially if the relationship is important

Don’t imply other help or info is available if it isn’t

Question 12

3 Goals of sending messages

Answer 12

Modify the customers expectations
Explain how you plan to resolve the situation
Repair what damages night have been done to the business relationship

Question 13

When refusing a claim

Answer 13

Demonstrate your understanding of the complaint
Explain your refusal
Suggest alternative action

Question 14

To avoid being accused of defamation

Answer 14

Avoid any kind of abusive language that could be considered defamatory
Provide accurate information and stick to the facts
Never let anger or malice motivate your message
Ask company’s legal advisers whenever you think a message might have legal consequences
Communicate honestly and be true
Emphasize a good relationship in the future

Question 15

When making negative announcements, follow these guidelines

Answer 15

Match your approach to the situation
Consider the needs of each group
Gives each audience enough time to react as needed
Give yourself enough time to plan and manage a response
Look for positive angles. But don’t exude false optimism
Seek expert advice If you’re not sure

Question 16

When responding to rumors and countering negative information

Answer 16

Engage early, engage often
Monitor the conversation
Evaluate negative messages
Respond appropriately

Question 17

Crisis management plan

Answer 17

Defining operational procedures to deal with the crisis
Outlines communication tasks and responsibilities
Plan should communicate who is authorized to speak for the company, contact info did all key executives, list of news outlets and social media tools used to disseminate information

Question 18

When sending a rejection message for job applications

Answer 18

Personalize the email message or letter by using recipients name
Open with expression of appreciation for having applied
Convey negative news politely and concisely
Avoid explaining why applicant was rejected or others were chosen
Don’t imply application will be reviewed at a later date
Close with positive wishes for applicants career success

Question 19

Performance reviews

Answer 19

Clarify job requirements, give employees feedback on performance relative to requirements and form plan of action to ensure performance in future

Question 20

If you need to write a review that includes negative info

Answer 20

Document performance problems 
Evaluate all employees consistently 
Write in calm objective voice 
Focus on opportunities for improvement 
Keep job descriptions up to date

Question 21

Guidelines in writing termination messages

Answer 21

Present reasons for difficult action (performance based or business decision)
Reasons presented in way that cannot be constructed as discriminatory
Follow company policy, contractual requirements, and applicable laws
Avoid personal attacks or insults
Ask another manager to review letter that’s objective
Deliver termination letter in person if possible that is private and free of interruption