Chapter 8: Writing Negative Messages

Question 1

Vera is composing a negative message by opening with the bad news. Vera is using the​ _______________ approach.  

Answer 1

direct

Question 2

Tino is composing a negative message by opening with a buffer. Tino is using the​ _______________ approach.

Answer 2

indirect

Question 3

“The report you wrote​ doesn’t make any sense.” is an example of what?

Answer 3

negative phrasing

Question 4

“Please confirm receipt of the bill and remit payment.” is an example of what?

Answer 4

positive phrasing

Question 5

Experts advise that bad news be delivered​ __________ whenever possible.

Answer 5

in person

Question 6

If the bad news is​ unexpected, it is best to use the​ ______________ approach.

Answer 6

indirect

Question 7

In the case of an​ emergency, or when someone has ignored repeated​ messages, the​ ___________ approach can get attention quickly.

Answer 7

direct

Question 8

Opening with a neutral or positive statement that establishes common ground with the reader before transitioning into the negative news is a way to avoid being overly blunt when using the ________ approach.

Answer 8

direct

Question 9

The​ ____________ approach outlines the reasons for the situation before presenting the bad news​ itself, which can help readers prepare for the bad news.

Answer 9

indirect

Question 10

A​ neutral, noncontroversial statement that is closely related to the point of the message but​ doesn’t convey the bad news is referred to as​ a(n) _____________.

Answer 10

buffer

Question 11

A poorly written buffer can​ _______________.

Answer 11

trivialize the​ reader’s concerns

Question 12

Since announcements about routine business matters are usually unexpected by the​ audience, the​ ____________ approach is usually the better choice.

Answer 12

indirect

Question 13

Because it is simpler and more​ efficient, the​ ____________ approach works best for most routine negative responses.

Answer 13

direct

Question 14

The​ ____________ approach works best when the stakes are high for you or for the​ receiver, when you or your company has an established relationship with the person making the​ request, or when​ you’re forced to decline a request that you might have accepted in the past.

Answer 14

indirect

Question 15

Customers who make a claim or request an adjustment tend to be emotionally​ involved, so the​ ___________ approach is usually the better choice when you are denying such a request.

Answer 15

indirect

Question 16

The legal term for a false statement that damages​ someone’s reputation

Answer 16

defamation

Question 17

The legal term for written defamation

Answer 17

libel

Question 18

The legal term for spoken defamation

Answer 18

slander

Question 19

It is usually advised to take the​ _____________ approach when you have to convey bad news to individual employees or potential employees.

Answer 19

indirect

Question 20

When sending refusals to other employers who have requested information about a former employee of​ yours, your message can be brief and​ ____________.

Answer 20

direct

Question 21

What is recommended when rejecting a job​ applicant?

Answer 21

Convey the negative news politely and concisely.

Question 22

What would a change in lunchtime hours be considered?

Answer 22

a routine negative​ announcement

Question 23

What is recommended when making negative announcements?

Answer 23

When​ necessary, seek expert advice.

Question 24

Kenya makes sure that her company uses automated reputation analysis and other technologies to listen to what people are saying. Which strategy is Kenya using to respond to negative​ criticism?

Answer 24

Monitor the conversation.

Question 25

Sang makes sure that her company has an​ active, mutually beneficial relationship with customers and other interested parties so that they are less likely to be attacked unfairly online and more likely to survive such attacks if they do occur. Which strategy is Sang using to respond to negative​ criticism?

Answer 25

Engage​ early, engage often