ch11

ch11

Student: ___________________________________________________________________________

1. Many companies, such as Chrysler, have an excellent track record of breaking bad news to employees so that there are no bad feelings. True False

2. When possible, it makes sense to give the bad news directly to the people that are affected rather than let them find out from another source. True False

3. Letters don't require subject lines, so you can omit a subject line in a negative message unless you think audiences will ignore the message. True False

4. Subject lines in negative messages should focus on the reasons you must say "no." True False

5. When you give bad news to superiors, the subject line should focus on solving the problem. True False

6. Negative message letters to people outside your organization should be direct to build goodwill. True False

7. You should always make the reason for a refusal clear. True False

8. If you don't have a good reason for a refusal, cite company policy. No one can argue with that. True False

9. Avoid saying you can't do something in a negative message. True False

10. It's possible you will have to enforce policies that you do not favor or did not design. True False

11. To create common ground between an upset customer and you, it's OK to point out that you don't agree with the offending company policy either. True False

12. If you do not have a good reason for the refusal, you should omit the reason rather than use a weak one. True False

13. Sometimes you may be able to imply the refusal rather than state it directly. True False

14. Negative messages limit the reader's freedom. True False

15. Psychological reactance is the notion that people need to have specific details in order to understand messages. True False

16. An example of psychological reactance is when you tell a subordinate that he or she must turn in work by the deadline, the subordinate complies but turns in shoddy work. True False

17. Because there are always alternatives available, present at least one in every negative message. True False

18. Deemphasizing the refusal has the benefits of conveying the bad news and also eliminating psychological reactance. True False

19. Alternatives should be avoided because there's a strong chance that they will hurt you. True False

20. Have a standard alternative available for customers, as chances are the same one will work for most people. True False

21. When you must give bad news in a memo to a superior, also recommend a way to deal with the problem. True False

22. Bad news memos to superiors should be organized differently than bad news memos to peers and subordinates. True False

23. Because your job performance is at stake, you should avoid telling superiors of bad news and instead just try to solve the problem yourself. True False

24. According to one study, about a quarter of 2,000 employees surveyed said they had observed their colleagues or companies lying in a business situation. True False

25. Even though you are giving bad news, you-attitude is still important in your message. True False

26. Serious negative messages generally come as a surprise to readers, so take care in how you express them. True False

27. Rather than analyze each audience for the appropriate message pattern, you should use the same approach for all negative messages. True False

28. Even a text message can be subpoenaed in a court case so choose carefully what you choose to record and send. True False

29. Even as a joke, a statement like "Our warehouse is a firetrap and should be condemned." to a potential client could be used later in a court of law if a fire breaks out and damages the client's property. True False

30. A buffer is a good place to put the reasons for the bad news. True False

31. Current research suggests buffers don't work, so think about audience and the situation before deciding to use one in a negative message. True False

32. A good example of a buffer would be a statement like "Thank you for responding to our call for submissions." True False

33. Statements like "We had no choice but to terminate your employment" as a justification in negative messages may actually anger the employee. True False

34. A negative performance appraisal is a common kind of negative message. True False

35. While refusals to requests can be negative, they can also be positive if audiences aren't really invested in the outcome of the request. True False

36. One issue to check for while writing a negative message is whether it uses you-attitude and positive emphasis. True False

37. Which of the following is the BEST subject line for telling subordinates that a project is past its deadline? A. Overdue B. Bad News C. Status of the Carlisle Proposal D. The Department Will Work Overtime E. None of the above; deliver the news orally to affected employees, and follow up with a message on strategies to catch it up.

38. Which of the following is the BEST subject line for a message announcing layoffs? Important Information! A. Good News for Some Employees. B. You Should Read This Now. C. Reduction in Workforce Planned. D. Deliver the news orally to affected employees, and follow up with a message on severance pay or the like. E. None of the above.

39. A manager must tell subordinates that their retirement benefits have been reduced due to financial difficulties the company has been experiencing. Which of the following is the BEST subject line? A. Reductions in Retirement Benefits. B. Efforts of Top Management to Put the Company on a More Secure Financial Footing. C. Changes in Retirement Benefits. D. Retirement. E. One more thing to worry about.

40. A customer writes to complain that her mail-order merchandise arrived broken. She demands a refund. You check your records and find that she did not ensure the delivery. You can't grant her a refund, so the BEST approach in your message is to A. Tell her she's out of luck. B. Inform her that the company's policy is to not offer refunds when an item is uninsured. C. Suggest that she see if the item is repairable, and provide her with the names of local shops that could do the work. D. Ask her what she was thinking when she declined the insurance. E. Send a form letter that makes no mention of her specific situation.

41. All of the following are parts of a negative message to customers EXCEPT A. Give the reason for the refusal after the refusal itself when you have a reason that readers will understand and accept. B. Give the negative just once, clearly. C. Present an alternative or compromise, if one is available. D. End with a positive, forward-looking statement. E. All of the above are parts.

42. What is the BEST reason to omit the reason for the refusal in a negative message? A. The reader may not think of the reason. B. The reason reflects poorly on the company. C. The reason benefits everyone involved. D. The reason is watertight. E. None of these are reasons to omit the buffer.

43. Is "I am sorry that we are unable to make an exception to our policy" appropriate in a letter to a client? A. Yes, as long as you have made the decision without input from anyone else. B. Yes, because it will prevent psychological reactance. C. No, because you CAN make an exception; you simply choose not to do so. D. Yes, because you seem sympathetic. E. All of the above.

44. You have to send home an employee who wears an outfit that is too revealing for the workplace. The employee returns the next day with conservative attireand proceeds to wear that same outfit every day. The employee is demonstrating A. Psychological coherence. B. Psychological freedom. C. Psychological immaturity. D. Psychological phenomenon. E. Psychological reactance.

45. You have four reasons for saying "no." Two of them are very strong reasons, one has a tiny loophole, and one is very weak. In your message you should A. Include all four reasons. B. Omit the very weak reason and use the other three. C. Use only the two strong reasons. D. Give only one of the strong reasons. E. None of the above.

46. You discover that a project you're working on has gone over budget by several thousand dollars. The error is yours because you accidentally double-ordered supplies, and it's too late to return them for a refund or credit. Your best strategy is to A. Ignore the problem and hope that your boss doesn't find out. B. Ask your boss what you should do. C. Write a negative message explaining the problem and recommending a possible solution. D. Keep working and hope that the project turns out so well your boss is unconcerned. E. None of the above.

47. Is the following sentence an appropriate ending for a credit rejection? "Should we be able to assist you in the future, please contact us." A. Yes, because it ends on a positive note. B. Yes, because it offers an alternative. C. No, because it lacks positive emphasis. D. No, because offering to "help" a reader whom you have just rejected is clearly insincere. E. Both A and B.

48. Is the following sentence an appropriate ending for a negative performance appraisal? "Your service to the company is appreciated, and we look forward to your improved efforts as part of our team." A. Yes, because it ends on a positive note. B. Yes, because it offers an alternative. C. No, because it lacks positive emphasis. D. No, because after telling the reader they've been doing a bad job, there's no reason for them to believe you want them to stay at the company. E. Both A and B.

49. Which of the following is NOT a factor that influences a co-worker's reaction to a negative message? A. Do you and the reader have a good relationship? B. Does the organization treat people well? C. Have readers "bought into" the criteria for the decision? D. Is the organization doing well fiscally? E. All of the above are factors.

50. A local grade school teacher writes asking if he can bring his fourth graders to tour your grocery store for a behind-the-scenes tour. You compose a message saying that would be fine but that students must have their parents sign a waiver form in case they're exposed to anything dangerous or harmful. This is A. A good idea because a release form protects you against lawsuits. B. A good idea because parents will see you as a responsible adult. C. A bad idea because the message may scare the children, your future customers. D. A bad idea because acknowledging that the store is dangerous could be used against you later in court. E. Both A and B.

51. You have a bad day at work and decide to express your feelings about it on your Facebook page. Among other things, you state you believe the boss is stealing from the company because she keeps buying expensive jewelry for herself. You have no proof, but you know she doesn't get paid enough to afford all of the things she is buying. This is A. A good idea because it's just a harmless opinion to share with your friends. B. A good idea because if she is stealing, your statement may help the company to catch her. C. A bad idea because you have no proof for the allegation, and it can be viewed by anyone who has access to your page. D. A bad idea because if your boss is a thief, there's no telling what she might do to protect herself from getting caught. E. Both A and B.

52. Which of the following is NOT a reason to exclude a buffer from a negative message? A. The reader may ignore the message with a bland opening paragraph. B. The reader prefers a "bottom-line-first" approach. C. The reader is suspicious of you. D. The reader won't take no for an answer. E. All of the above are reasons.

53. Which of the following is NOT a negative message? A. Adjustment. B. Rejection. C. Refusal. D. Disciplinary notice. E. All of the above are negative messages.

54. Why are phrases such as "I'm sorry that we cannot make an exception" and "I'd like to help you but it's against our policy" not acceptable in bad news messages?

55. List and explain the pattern of organization typically used for negative letters to customers and others outside your organization.

56. List and explain the pattern of organization typically use for negative messages to superiors.

57. List and explain the pattern of organization typically used for negative messages to peers and subordinates.

58. Letters to people outside your organization should be _____________ to build goodwill. ________________________________________

59. Avoid saying that you cannot do something. Most negative messages exist because the writer or the company has ___________ certain policies or cutoff points. ________________________________________

60. Thinking about the legal implications of what you say is particularly important in _____________ messages. ________________________________________

61. Negative messages limit the reader's _____________. ________________________________________

62. An ________________ allows the reader to react in a way that doesn't hurt you. ________________________________________

63. You may want to begin messages with a ____________ when the reader values harmony or when the ___________ serves another purpose. ________________________________________

ch11 Key

1. (p. 175) Many companies, such as Chrysler, have an excellent track record of breaking bad news to employees so that there are no bad feelings. FALSE

AACSB: Reflective Thinking Blooms: Remember Difficulty: Easy Learning Objective: 11-01 Create subject lines for negative messages. Locker - Module 11 #1 Topic: Whats the best subject line for a negative message?

2. (p. 175) When possible, it makes sense to give the bad news directly to the people that are affected rather than let them find out from another source. FALSE

AACSB: Reflective Thinking Blooms: Remember Difficulty: Easy Learning Objective: 11-01 Create subject lines for negative messages. Locker - Module 11 #2 Topic: Whats the best subject line for a negative message?

3. (p. 175) Letters don't require subject lines, so you can omit a subject line in a negative message unless you think audiences will ignore the message. TRUE

AACSB: Reflective Thinking Blooms: Remember Difficulty: Easy Learning Objective: 11-01 Create subject lines for negative messages. Locker - Module 11 #3 Topic: Whats the best subject line for a negative message?

4. (p. 175) Subject lines in negative messages should focus on the reasons you must say "no." FALSE

AACSB: Reflective Thinking Blooms: Remember Difficulty: Medium Learning Objective: 11-01 Create subject lines for negative messages. Locker - Module 11 #4 Topic: Whats the best subject line for a negative message?

5. (p. 175) When you give bad news to superiors, the subject line should focus on solving the problem. TRUE

AACSB: Reflective Thinking Blooms: Remember Difficulty: Easy Learning Objective: 11-01 Create subject lines for negative messages. Locker - Module 11 #5 Topic: Whats the best subject line for a negative message?

6. (p. 175) Negative message letters to people outside your organization should be direct to build goodwill. FALSE

AACSB: Reflective Thinking Blooms: Remember Difficulty: Easy Learning Objective: 11-01 Create subject lines for negative messages. Locker - Module 11 #6 Topic: Whats the best subject line for a negative message?

7. (p. 176) You should always make the reason for a refusal clear. TRUE

AACSB: Reflective Thinking Blooms: Apply Difficulty: Easy Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #7 Topic: How should I organize negative messages?

8. (p. 176) If you don't have a good reason for a refusal, cite company policy. No one can argue with that. TRUE

AACSB: Reflective Thinking Blooms: Remember Difficulty: Easy Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #8 Topic: How should I organize negative messages?

9. (p. 178) Avoid saying you can't do something in a negative message. TRUE

AACSB: Reflective Thinking Blooms: Remember Difficulty: Easy Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #9 Topic: How should I organize negative messages?

10. (p. 178) It's possible you will have to enforce policies that you do not favor or did not design. TRUE

AACSB: Reflective Thinking Blooms: Remember Difficulty: Easy Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #10 Topic: How should I organize negative messages?

11. (p. 178) To create common ground between an upset customer and you, it's OK to point out that you don't agree with the offending company policy either. FALSE

AACSB: Analytic Blooms: Understand Difficulty: Medium Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #11 Topic: How should I organize negative messages?

12. (p. 179) If you do not have a good reason for the refusal, you should omit the reason rather than use a weak one. TRUE

AACSB: Reflective Thinking Blooms: Remember Difficulty: Easy Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #12 Topic: How should I organize negative messages?

13. (p. 179) Sometimes you may be able to imply the refusal rather than state it directly. TRUE

AACSB: Reflective Thinking Blooms: Remember Difficulty: Easy Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #13 Topic: How should I organize negative messages?

14. (p. 179) Negative messages limit the reader's freedom. TRUE

AACSB: Reflective Thinking Blooms: Remember Difficulty: Easy Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #14 Topic: How should I organize negative messages?

15. (p. 179) Psychological reactance is the notion that people need to have specific details in order to understand messages. FALSE

AACSB: Reflective Thinking Blooms: Remember Difficulty: Easy Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #15 Topic: How should I organize negative messages?

16. (p. 179) An example of psychological reactance is when you tell a subordinate that he or she must turn in work by the deadline, the subordinate complies but turns in shoddy work. TRUE

AACSB: Analytic Blooms: Understand Difficulty: Easy Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #16 Topic: How should I organize negative messages?

17. (p. 179) Because there are always alternatives available, present at least one in every negative message. FALSE

AACSB: Analytic Blooms: Understand Difficulty: Medium Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #17 Topic: How should I organize negative messages?

18. (p. 179) Deemphasizing the refusal has the benefits of conveying the bad news and also eliminating psychological reactance. FALSE

AACSB: Analytic Blooms: Understand Difficulty: Medium Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #18 Topic: How should I organize negative messages?

19. (p. 180) Alternatives should be avoided because there's a strong chance that they will hurt you. FALSE

AACSB: Reflective Thinking Blooms: Remember Difficulty: Medium Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #19 Topic: How should I organize negative messages?

20. (p. 180) Have a standard alternative available for customers, as chances are the same one will work for most people. FALSE

AACSB: Analytic Blooms: Understand Difficulty: Medium Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #20 Topic: How should I organize negative messages?

21. (p. 181) When you must give bad news in a memo to a superior, also recommend a way to deal with the problem. TRUE

AACSB: Analytic Blooms: Apply Difficulty: Easy Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #21 Topic: How should I organize negative messages?

22. (p. 181) Bad news memos to superiors should be organized differently than bad news memos to peers and subordinates. TRUE

AACSB: Analytic Blooms: Understand Difficulty: Easy Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #22 Topic: How should I organize negative messages?

23. (p. 181) Because your job performance is at stake, you should avoid telling superiors of bad news and instead just try to solve the problem yourself. FALSE

AACSB: Analytic Blooms: Understand Difficulty: Medium Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #23 Topic: How should I organize negative messages?

24. (p. 181) According to one study, about a quarter of 2,000 employees surveyed said they had observed their colleagues or companies lying in a business situation. TRUE

AACSB: Reflective Thinking Blooms: Remember Difficulty: Medium Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #24 Topic: How should I organize negative messages?

25. (p. 181) Even though you are giving bad news, you-attitude is still important in your message. TRUE

AACSB: Reflective Thinking Blooms: Remember Difficulty: Medium Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #25 Topic: How should I organize negative messages?

26. (p. 182) Serious negative messages generally come as a surprise to readers, so take care in how you express them. FALSE

AACSB: Reflective Thinking Blooms: Remember Difficulty: Medium Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #26 Topic: How should I organize negative messages?

27. (p. 182) Rather than analyze each audience for the appropriate message pattern, you should use the same approach for all negative messages. FALSE

AACSB: Analytic Blooms: Understand Difficulty: Medium Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #27 Topic: How should I organize negative messages?

28. (p. 178) Even a text message can be subpoenaed in a court case so choose carefully what you choose to record and send. TRUE

AACSB: Reflective Thinking Blooms: Remember Difficulty: Easy Learning Objective: 11-03 Assess legal implications with messages; especially negative ones. Locker - Module 11 #28 Topic: Thinking about the legal implications of what you say

29. (p. 178) Even as a joke, a statement like "Our warehouse is a firetrap and should be condemned." to a potential client could be used later in a court of law if a fire breaks out and damages the client's property. TRUE

AACSB: Analytic Blooms: Understand Difficulty: Easy Learning Objective: 11-03 Assess legal implications with messages; especially negative ones. Locker - Module 11 #29 Topic: Thinking about the legal implications of what you say

30. (p. 183) A buffer is a good place to put the reasons for the bad news. FALSE

AACSB: Analytic Blooms: Understand Difficulty: Easy Learning Objective: 11-04 Identify situations for buffer use. Locker - Module 11 #30 Topic: When should I consider using a buffer?

31. (p. 183) Current research suggests buffers don't work, so think about audience and the situation before deciding to use one in a negative message. TRUE

AACSB: Reflective Thinking Blooms: Remember Difficulty: Easy Learning Objective: 11-04 Identify situations for buffer use. Locker - Module 11 #31 Topic: When should I consider using a buffer?

32. (p. 184) A good example of a buffer would be a statement like "Thank you for responding to our call for submissions." TRUE

AACSB: Analytic Blooms: Apply Difficulty: Easy Learning Objective: 11-04 Identify situations for buffer use. Locker - Module 11 #32 Topic: When should I consider using a buffer?

33. (p. 184) Statements like "We had no choice but to terminate your employment" as a justification in negative messages may actually anger the employee. TRUE

AACSB: Analytic Blooms: Apply Difficulty: Easy Learning Objective: 11-04 Identify situations for buffer use. Locker - Module 11 #33 Topic: When should I consider using a buffer?

34. (p. 185) A negative performance appraisal is a common kind of negative message. TRUE

AACSB: Reflective Thinking Blooms: Remember Difficulty: Easy Learning Objective: 11-05 List common kinds of negative messages. Locker - Module 11 #34 Topic: What are the most common kinds of negative messages?

35. (p. 185) While refusals to requests can be negative, they can also be positive if audiences aren't really invested in the outcome of the request. FALSE

AACSB: Analytic Blooms: Understand Difficulty: Easy Learning Objective: 11-05 List common kinds of negative messages. Locker - Module 11 #35 Topic: What are the most common kinds of negative messages?

36. (p. 190) One issue to check for while writing a negative message is whether it uses you-attitude and positive emphasis. TRUE

AACSB: Reflective Thinking Blooms: Remember Difficulty: Easy Learning Objective: 11-06 Apply strategies for negative message analysis with PAIBOC. Locker - Module 11 #36 Topic: How can I apply what Ive learned in this module?

37. (p. 175) Which of the following is the BEST subject line for telling subordinates that a project is past its deadline? A. Overdue B. Bad News C. Status of the Carlisle Proposal D. The Department Will Work Overtime E. None of the above; deliver the news orally to affected employees, and follow up with a message on strategies to catch it up.

AACSB: Analytic Blooms: Evaluate Difficulty: Easy Learning Objective: 11-01 Create subject lines for negative messages. Locker - Module 11 #37 Topic: Whats the best subject line for a negative message?

38. (p. 175) Which of the following is the BEST subject line for a message announcing layoffs? Important Information! A. Good News for Some Employees. B. You Should Read This Now. C. Reduction in Workforce Planned. D. Deliver the news orally to affected employees, and follow up with a message on severance pay or the like. E. None of the above.

AACSB: Analytic Blooms: Evaluate Difficulty: Medium Learning Objective: 11-01 Create subject lines for negative messages. Locker - Module 11 #38 Topic: Whats the best subject line for a negative message?

39. (p. 175) A manager must tell subordinates that their retirement benefits have been reduced due to financial difficulties the company has been experiencing. Which of the following is the BEST subject line? A. Reductions in Retirement Benefits. B. Efforts of Top Management to Put the Company on a More Secure Financial Footing. C. Changes in Retirement Benefits. D. Retirement. E. One more thing to worry about.

AACSB: Analytic Blooms: Evaluate Difficulty: Medium Learning Objective: 11-01 Create subject lines for negative messages. Locker - Module 11 #39 Topic: Whats the best subject line for a negative message?

40. (p. 176) A customer writes to complain that her mail-order merchandise arrived broken. She demands a refund. You check your records and find that she did not ensure the delivery. You can't grant her a refund, so the BEST approach in your message is to A. Tell her she's out of luck. B. Inform her that the company's policy is to not offer refunds when an item is uninsured. C. Suggest that she see if the item is repairable, and provide her with the names of local shops that could do the work. D. Ask her what she was thinking when she declined the insurance. E. Send a form letter that makes no mention of her specific situation.

AACSB: Analytic Blooms: Apply Difficulty: Medium Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #40 Topic: How should I organize negative messages?

41. (p. 176) All of the following are parts of a negative message to customers EXCEPT A. Give the reason for the refusal after the refusal itself when you have a reason that readers will understand and accept. B. Give the negative just once, clearly. C. Present an alternative or compromise, if one is available. D. End with a positive, forward-looking statement. E. All of the above are parts.

AACSB: Analytic Blooms: Understand Difficulty: Medium Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #41 Topic: How should I organize negative messages?

42. (p. 176) What is the BEST reason to omit the reason for the refusal in a negative message? A. The reader may not think of the reason. B. The reason reflects poorly on the company. C. The reason benefits everyone involved. D. The reason is watertight. E. None of these are reasons to omit the buffer.

AACSB: Analytic Blooms: Understand Difficulty: Medium Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #42 Topic: How should I organize negative messages?

43. (p. 177) Is "I am sorry that we are unable to make an exception to our policy" appropriate in a letter to a client? A. Yes, as long as you have made the decision without input from anyone else. B. Yes, because it will prevent psychological reactance. C. No, because you CAN make an exception; you simply choose not to do so. D. Yes, because you seem sympathetic. E. All of the above.

AACSB: Analytic Blooms: Apply Difficulty: Medium Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #43 Topic: How should I organize negative messages?

44. (p. 179) You have to send home an employee who wears an outfit that is too revealing for the workplace. The employee returns the next day with conservative attireand proceeds to wear that same outfit every day. The employee is demonstrating A. Psychological coherence. B. Psychological freedom. C. Psychological immaturity. D. Psychological phenomenon. E. Psychological reactance.

AACSB: Analytic Blooms: Understand Difficulty: Medium Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #44 Topic: How should I organize negative messages?

45. (p. 179) You have four reasons for saying "no." Two of them are very strong reasons, one has a tiny loophole, and one is very weak. In your message you should A. Include all four reasons. B. Omit the very weak reason and use the other three. C. Use only the two strong reasons. D. Give only one of the strong reasons. E. None of the above.

AACSB: Analytic Blooms: Apply Difficulty: Medium Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #45 Topic: How should I organize negative messages?

46. (p. 181) You discover that a project you're working on has gone over budget by several thousand dollars. The error is yours because you accidentally double-ordered supplies, and it's too late to return them for a refund or credit. Your best strategy is to A. Ignore the problem and hope that your boss doesn't find out. B. Ask your boss what you should do. C. Write a negative message explaining the problem and recommending a possible solution. D. Keep working and hope that the project turns out so well your boss is unconcerned. E. None of the above.

AACSB: Analytic Blooms: Apply Difficulty: Easy Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #46 Topic: How should I organize negative messages?

47. (p. 181) Is the following sentence an appropriate ending for a credit rejection? "Should we be able to assist you in the future, please contact us." A. Yes, because it ends on a positive note. B. Yes, because it offers an alternative. C. No, because it lacks positive emphasis. D. No, because offering to "help" a reader whom you have just rejected is clearly insincere. E. Both A and B.

AACSB: Analytic Blooms: Apply Difficulty: Medium Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #47 Topic: How should I organize negative messages?

48. (p. 181) Is the following sentence an appropriate ending for a negative performance appraisal? "Your service to the company is appreciated, and we look forward to your improved efforts as part of our team." A. Yes, because it ends on a positive note. B. Yes, because it offers an alternative. C. No, because it lacks positive emphasis. D. No, because after telling the reader they've been doing a bad job, there's no reason for them to believe you want them to stay at the company. E. Both A and B.

AACSB: Analytic Blooms: Apply Difficulty: Medium Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #48 Topic: How should I organize negative messages?

49. (p. 182) Which of the following is NOT a factor that influences a co-worker's reaction to a negative message? A. Do you and the reader have a good relationship? B. Does the organization treat people well? C. Have readers "bought into" the criteria for the decision? D. Is the organization doing well fiscally? E. All of the above are factors.

AACSB: Reflective Thinking Blooms: Remember Difficulty: Easy Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #49 Topic: How should I organize negative messages?

50. (p. 178) A local grade school teacher writes asking if he can bring his fourth graders to tour your grocery store for a behind-the-scenes tour. You compose a message saying that would be fine but that students must have their parents sign a waiver form in case they're exposed to anything dangerous or harmful. This is A. A good idea because a release form protects you against lawsuits. B. A good idea because parents will see you as a responsible adult. C. A bad idea because the message may scare the children, your future customers. D. A bad idea because acknowledging that the store is dangerous could be used against you later in court. E. Both A and B.

AACSB: Analytic Blooms: Apply Difficulty: Medium Learning Objective: 11-03 Assess legal implications with messages; especially negative ones. Locker - Module 11 #50 Topic: Thinking about the legal implications of what you say

51. (p. 178) You have a bad day at work and decide to express your feelings about it on your Facebook page. Among other things, you state you believe the boss is stealing from the company because she keeps buying expensive jewelry for herself. You have no proof, but you know she doesn't get paid enough to afford all of the things she is buying. This is A. A good idea because it's just a harmless opinion to share with your friends. B. A good idea because if she is stealing, your statement may help the company to catch her. C. A bad idea because you have no proof for the allegation, and it can be viewed by anyone who has access to your page. D. A bad idea because if your boss is a thief, there's no telling what she might do to protect herself from getting caught. E. Both A and B.

AACSB: Analytic Blooms: Understand Difficulty: Medium Learning Objective: 11-03 Assess legal implications with messages; especially negative ones. Locker - Module 11 #51 Topic: Thinking about the legal implications of what you say

52. (p. 183) Which of the following is NOT a reason to exclude a buffer from a negative message? A. The reader may ignore the message with a bland opening paragraph. B. The reader prefers a "bottom-line-first" approach. C. The reader is suspicious of you. D. The reader won't take no for an answer. E. All of the above are reasons.

AACSB: Analytic Blooms: Understand Difficulty: Medium Learning Objective: 11-04 Identify situations for buffer use. Locker - Module 11 #52 Topic: When should I consider using a buffer?

53. (p. 185) Which of the following is NOT a negative message? A. Adjustment. B. Rejection. C. Refusal. D. Disciplinary notice. E. All of the above are negative messages.

AACSB: Reflective Thinking Blooms: Remember Difficulty: Easy Learning Objective: 11-05 List common kinds of negative messages. Locker - Module 11 #53 Topic: What are the most common kinds of negative messages?

54. (p. 176) Why are phrases such as "I'm sorry that we cannot make an exception" and "I'd like to help you but it's against our policy" not acceptable in bad news messages?

Readers will assume the policy is designed to benefit the company at the reader's expense. Alternatives also are frequently available, making such statements unbelievable.

AACSB: Analytic Blooms: Understand Difficulty: Medium Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #54 Topic: How should I organize negative messages?

55. (p. 176) List and explain the pattern of organization typically used for negative letters to customers and others outside your organization.

Give the reason for the refusal before the refusal itself; give the negative once, clearly; present an alternative or compromise, if one is available; end with a positive, forward-looking statement. Depending on the audience, the message might start with a buffer.

AACSB: Analytic Blooms: Understand Difficulty: Medium Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #55 Topic: How should I organize negative messages?

56. (p. 181) List and explain the pattern of organization typically use for negative messages to superiors.

Describe the problem; tell how it happened; describe the option for fixing it; recommend a solution and ask for action.

AACSB: Analytic Blooms: Understand Difficulty: Medium Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #56 Topic: How should I organize negative messages?

57. (p. 182) List and explain the pattern of organization typically used for negative messages to peers and subordinates.

Describe the problem; present an alternative or compromise, if one is available; if possible, ask for input or action.

AACSB: Analytic Blooms: Understand Difficulty: Medium Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #57 Topic: How should I organize negative messages?

58. (p. 175) Letters to people outside your organization should be _____________ to build goodwill. indirect

AACSB: Reflective Thinking Blooms: Remember Difficulty: Medium Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #58 Topic: How should I organize negative messages?

59. (p. 178) Avoid saying that you cannot do something. Most negative messages exist because the writer or the company has ___________ certain policies or cutoff points. chosen

AACSB: Reflective Thinking Blooms: Remember Difficulty: Medium Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #59 Topic: How should I organize negative messages?

60. (p. 178) Thinking about the legal implications of what you say is particularly important in _____________ messages. negative

AACSB: Reflective Thinking Blooms: Remember Difficulty: Easy Learning Objective: 11-03 Assess legal implications with messages; especially negative ones. Locker - Module 11 #60 Topic: Thinking about the legal implications of what you say

61. (p. 179) Negative messages limit the reader's _____________. freedom

AACSB: Reflective Thinking Blooms: Remember Difficulty: Medium Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #61 Topic: How should I organize negative messages?

62. (p. 180) An ________________ allows the reader to react in a way that doesn't hurt you. alternative

AACSB: Reflective Thinking Blooms: Remember Difficulty: Medium Learning Objective: 11-02 Apply strategies for informative and positive message organization. Locker - Module 11 #62 Topic: How should I organize negative messages?

63. (p. 182) You may want to begin messages with a ____________ when the reader values harmony or when the ___________ serves another purpose. buffer; buffer

AACSB: Analytic Blooms: Understand Difficulty: Easy Learning Objective: 11-04 Identify situations for buffer use. Locker - Module 11 #63 Topic: When should I consider using a buffer?

ch11 Summary
Category AACSB: Analytic AACSB: Reflective Thinking Blooms: Apply Blooms: Evaluate Blooms: Remember Blooms: Understand Difficulty: Easy Difficulty: Medium Learning Objective: 11-01 Create subject lines for negative messages. Learning Objective: 11-02 Apply strategies for informative and positive message organization. Learning Objective: 11-03 Assess legal implications with messages; especially negative ones. Learning Objective: 11-04 Identify situations for buffer use. Learning Objective: 11-05 List common kinds of negative messages. Learning Objective: 11-06 Apply strategies for negative message analysis with PAIBOC. Locker - Module 11 Topic: How can I apply what Ive learned in this module? Topic: How should I organize negative messages? Topic: Thinking about the legal implications of what you say Topic: What are the most common kinds of negative messages? Topic: Whats the best subject line for a negative message? Topic: When should I consider using a buffer? # of Questions 34 29 11 3 28 21 31 32 9 39 5 6 3 1 63 1 39 5 3 9 6