Writing Negative Messages Flashcards
Vera is composing a negative message by opening with the bad news. Vera is using the _______________ approach.
direct
Tino is composing a negative message by opening with a buffer. Tino is using the _______________ approach.
indirect
“The report you wrote doesn’t make any sense.” is an example of what?
negative phrasing
“Please confirm receipt of the bill and remit payment.” is an example of what?
positive phrasing
Experts advise that bad news be delivered __________ whenever possible.
in person
If the bad news is unexpected, it is best to use the ______________ approach.
indirect
In the case of an emergency, or when someone has ignored repeated messages, the ___________ approach can get attention quickly.
direct
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.
direct
The ____________ approach outlines the reasons for the situation before presenting the bad news itself, which can help readers prepare for the bad news.
indirect
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) _____________.
buffer
A poorly written buffer can _______________.
trivialize the reader’s concerns
Since announcements about routine business matters are usually unexpected by the audience, the ____________ approach is usually the better choice.
indirect
Because it is simpler and more efficient, the ____________ approach works best for most routine negative responses.
direct
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.
indirect
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.
indirect
The legal term for a false statement that damages someone’s reputation
defamation
The legal term for written defamation
libel
The legal term for spoken defamation
slander
It is usually advised to take the _____________ approach when you have to convey bad news to individual employees or potential employees.
indirect
When sending refusals to other employers who have requested information about a former employee of yours, your message can be brief and ____________.
direct
What is recommended when rejecting a job applicant?
Convey the negative news politely and concisely.
What would a change in lunchtime hours be considered?
a routine negative announcement
What is recommended when making negative announcements?
When necessary, seek expert advice.
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?
Monitor the conversation.
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?
Engage early, engage often
