Exam 7: Negative Messages

All of our discretionary funds are currently earmarked for next month's relocation, but we hope that we will be able to support your worthwhile cause next year  is an example of a(n)____________________ refusal.

As an employee, you should avoid responding to customer complaints on Twitter, Facebook, or other forms of social media because the audience is potentially too large.

E-mail and social networks are appropriate channels for both delivering and responding to complaints.

Which statement best demonstrates the use of positive wording?

All buffers should begin by complimenting the receiver.

If you are uncertain how the receiver will respond, use the indirect strategy to refuse requests and claims.

Taylor must send a bad-news message to a client and indicate to her that he will be unable to meet a delivery deadline. What should Taylor do first ?

If you are required to deliver bad news to your employees in person, the best technique is to gather your information and deliver it off the cuff to appear sincere.

The most important part of any bad-news message is the ____________________ that explain or justify the bad news.

Human Resource Specialist Julie Woodard must inform employees of a major reduction in health care benefits. When delivering this announcement, she should apply all the following techniques except

What is the best advice for presenting the bad-news portion of your negative message to employees?

Constructing messages saying no to emotionally involved receivers is a challenging communication task. Which of the following is the best advice for this task?

Which of these messages most effectively conveys empathy in a bad-news message?

All bad-news messages should be presented using the indirect strategy.

Every business will have unhappy customers at some point. The employee's goal should always be to make the customer happy, no matter what it takes.

Porter Grace, RN, is declining an invitation to speak about the health benefits of juice bars at the fall conference of the Health and Fitness Trainers Association (HAFTA). Which of the following is the most effective buffer?

When bad news must be given to large groups of employees, which of the following digital media would be appropriate for management to use?

Whether to use a direct or an indirect strategy in delivering bad news to employees depends primarily on the anticipated reaction of the receiver.

When you must refuse typical requests, you should first think about how the receiver will react to your refusal and decide

The closing in a bad-news communication to employees must never look forward or discuss what will happen next because doing so can create a legal obligation.