46) For particularly difficult situations, it is best to place the buffer at the end of the negative
message.
47) In a negative message using the indirect approach, an effective explanation section leads
readers to your conclusion before you come right out and say it.
48) It’s best to suggest that the bad news will actually benefit your audience—even if you don’t
really think it will.
49) It is a good idea to use “company policy” as a cushion when presenting reasons for bad news.
50) When the bad news appears to be a logical outcome of the reasons that precede it, the reader
is more prepared to accept it.
51) You can deemphasize bad news by minimizing the space or time devoted to it.
52) In a negative message, you should never give the reader any indication that the situation
could change to a more favorable outcome in the future.
53) Extremely blunt statements such as I must refuse and We cannot allow usually help
audiences accept the bad news you are delivering.
54) In closing negative messages, it is always best to encourage additional communication.
55) In the close to a negative message, you should repeat the bad news.
56) The close of a negative message should end with a statement such as We hope you will
continue to do business with us.
57) In rejecting a proposal you solicited, you should use the indirect approach and provide an
explanation.
58) The direct approach is always best when denying a request for information.
59) If you are turning down an invitation, it is usually necessary to use the indirect approach.
60) When you deliver bad news about business transactions (such as a delayed order shipment),
you should always apologize to the audience.
61) If a customer makes an unreasonable claim against your company, there is no need for you to
explain why you are rejecting it.
62) One way to avoid being accused of defamation is to stick to the facts when communicating
with customers.
63) To avoid legal problems, businesses should delay communicating with the media in the
aftermath of a crisis.
64) A crisis management plan includes information on which individuals are authorized to speak
for the company in the midst of a crisis.
65) Refusing a request to write a recommendation letter generally calls for using the indirect
approach and a great deal of diplomacy.
66) When responding to social networking recommendation requests, a single sentence that
focuses on one positive aspect is often all that is necessary.
67) When rejecting a job applicant, it is best to explain specifically why that individual was not
selected.
68) Firing an employee whose performance reviews were all positive can result in a lawsuit.
69) If you must give an employee a negative performance review, it is best to avoid any positive
comments since they might distract attention from all of the problems.
70) Since termination letters are highly controversial, you should never deliver them in person.
71) A primary goal of negative messages is to gain ________ of the bad news.
72) Employees are more likely to accept negative news if it is delivered in ________, rather than
in writing.
73) When composing negative messages, it is important to use language that conveys respect and
avoids a(n) ________ ________.
74) A negative message organized using the ________ approach starts with a clear statement of
the bad news.
75) When using the indirect approach for a negative message, begin with a(n) ________ that
softens the blow of the bad news.
76) In the ________ approach for negative messages, the bad news comes after the reasons
supporting the decision.
77) The ________ section of a negative message using the indirect approach should lead readers
to your conclusion before you come right out and say it.
78) Avoid hiding behind ________ ________ to justify the bad news you are delivering in a
negative message.
79) One way to deemphasize bad news is to embed it in the middle of a(n) ________.
80) Customers who make a claim or request an adjustment tend to be ________ involved;
therefore, the indirect method is usually best for refusals.
81) Delivering bad news effectively requires special attention to ethics and ________.
82) Even when you are positive the person making a claim or request for adjustment is not
telling the truth, it is vital to avoid saying or writing anything the recipient might interpret as
________. If you do not, you increase the likelihood that you and/or your company will be sued.
83) The main purpose of a(n) ________ review is to improve employee performance.
84) When evaluating employees, it is important to ________ performance problems carefully to
support any decisions that need to be made about pay, promotions, or termination.
85) When writing a(n) ________ message, present specific reasons for asking the employee to
leave.
86) What are your five main goals when delivering bad news?
87) Rewrite the following sentence using more respectful wording: “You shouldn’t have put the
blender into the dishwasher.”
88) Rewrite the following negative message using positive words rather than negative ones:
“Since you failed to send payment, we cannot ship your order.”
89) What are the two benefits of stating the bad news at the beginning of a negative message?
90) Briefly describe the elements of a negative message that uses the direct approach.
91) What is a “buffer,” and what function does it serve in negative messages?
92) Explain how an effective buffer differs from one that is poorly written. Provide an example
of a buffer that would be inappropriate for a message explaining that a student’s grade appeal
has been denied.
93) Briefly describe the elements of a negative message that uses the indirect approach.
94) List three techniques for de-emphasizing bad news.
95) List at least three guidelines that can help you avoid being accused of defamation.
96) You are faced with informing your supervisor about massive production delays. Company
policy dictates that you must provide this information in writing. What questions should you
consider when deciding between the direct and indirect approaches for your message?
97) What four guidelines should you follow in writing effective closings to negative messages?
98) Provide at least five guidelines to observe when making negative organizational
announcements.
99) What are some viable options for refusing social networking recommendation requests?
100) Explain the characteristics of an effective letter rejecting a job applicant.