 Show Excellence in Business Comm., 10e (Thill) Chapter 9 Writing Negative Messages 1) When composing a negative message, you should try to A) choose a buffer that will distract your reader from the main point of your message. B) gain the audience's acceptance of the bad news. C) leave the reader with hope that you will change your decision. D) avoid stating the bad news. E) surprise the audience with the bad news. Answer: B 2) Use the direct approach with a negative message if A) the message will have a great deal of personal impact on members of the audience. B) the situation is one in which people readily acknowledge the possibility of receiving bad news. C) an order is unfillable or portions of it must be back-ordered. D) you are refusing to make an adjustment on a claim. E) you're worried that you have already delayed giving the bad news for too long. Answer: B 3) Which of the following would be an inappropriate use of the word "you" in a negative message? A) You possess many fine skills. B) The frying pan you ordered is being shipped today. C) You shouldn't have washed that wool shirt; it should be dry cleaned only. D) When you have more managerial experience, we encourage you to reapply. E) As you know, our company's client base has grown more slowly than expected. Answer: C 4) When using the direct approach to deliver negative messages, you A) begin with a buffer. B) should not include reasons for the decision or information. C) should end the message on a respectful note. D) can expect your audience to be offended. E) should not worry about tone. Answer: C 5) 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. E) always urge the reader against taking legal action. Answer: C 1 Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Should an apology be included in a bad news message?Should you apologize in a bad news message? Why or why not? As long as the apology does not admit fault or liability, a well-worded apology can show you care, so apologies can be used, but carefully.
When delivering a negative message the appropriate strategy is a n?Delivering negative news involves a buffer or cushion statement, an explanation, the negative news itself, and a redirecting statement. Whether you choose a direct or an indirect approach, the message should be delivered clearly and concisely, with respect for the receiver and the organization.
Why is it important to consider the needs of the audience when planning a negative messages?Negative messages to outside audiences require attention to the diverse nature of the audience and the concern for confidentiality of internal information. Audiences must have respect for the writer's credibility. Otherwise, they will be more likely to challenge or reject the message.
What is an advantage of using the direct approach when writing a negative message?An advantage of using the direct approach with negative messages is that it: a. Saves readers time by helping them reach the main idea more quickly.
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Why should an apology be delivered quickly when an apology is included in a negative message?
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