Exam 9: Negative Messages

One reason that customers leave complaint messages on social networking sites such as Facebook and Twitter is that they may receive faster responses to online postes and tweets than to customer service calls.

Shannon was angry about something that happened at work and called her boss a "fraudster" and a "criminal" on her personal Facebook page. What has Shannon done that might lead to legal difficulties? 

The purpose of a buffer statement in a negative message is to 

Which of the following is the best advice during Phase 1 of the writing process when delivering negative news? 

Jeannie must deliver bad news to her staff in person, and she knows they'll be upset. What should Jeannie do first to prepare for the meeting? 

What is the best advice for closing a bad-news letter? 

A customer has posted a negative comment on your company's Facebook about her dissatisfaction with the customer service she received. What should you do? 

Cassandra will be writing a bad-news letter to a customer and wants to follow the four-part indirect plan. In what order should she organize her letter? 

You cannot be prosecuted for transmitting a harassing or libelous message if you post it to a social networking site such as Facebook or Twitter.

Although I am unable to speak to your class at this time, I sincerely appreciate your invitation effectively positions the bad news by placing it in a subordinate clause.

The bad feelings associated with disappointing news can generally be reduced if the reader is not told the reasons for the rejection.

Several techniques can be used to close a bad-news message positively. List four of these techniques and give an original example of each.

Wesley has included this opening statement in a bad-news message to a client: We both realize that the current economic downturn has resulted in lower stock prices. What kind of buffer is this? 

Select the best buffer to open a letter that refuses a request from a local nonprofit organization for a charitable donation.

What statement about delivering bad news within an organization is most accurate? 

Morale can be destroyed when employees learn of major events affecting their jobs through the ____________________ or from news accounts⎯rather than from management.

Because bad news can be difficult for a reader to accept, it must always be delivered using the indirect method.

You are opening a new restaurant and realize that customers might post reviews online. What should you do? 

Many techniques can be used to cushion the bad news. List four of these techniques, and give an original example of each.

Goldstar Investments has just learned that it is being sued for securities fraud. What should top management at Goldstar do?