Chapter 9- Writing negative messages – Flashcards
Unlock all answers in this set
Unlock answersquestion
Which approach direct/indirect allows for a shorter negative message?
answer
-direct approach
question
buffer
answer
neutral, noncontroversial statement establishing common ground with the reader.
question
If the stakes are high for a negative message, which approach should be used?
answer
-indirect approach
question
What might employees resort to if observing illegal or unethical behavior and normal channels are not effective?
answer
-being sued, the need to apologize, and guilt. -HR, whistleblowing-tell it on boss
question
Where should the reasons for the decision (bad news) fall in the organizational structure of an indirect negative message?
answer
-after the buffer (neutral, noncontroversial statement establishing common ground w/ the reader), and in the body paragraph.
question
When making negative announcements, which approach should generally be used?
answer
-direct with low emotional involvement, but -indirect with high emotional involvement
question
Generally managers should use what approach when delivering bad news to employees?
answer
-indirect approach, especially high emotional involvement
question
Be able to identify an example of a positive note in closing a negative message.
answer
-I won't request a refund, but I'm reimbursing you for your shipping.
question
Whistleblowing
answer
efforts made by employees to report concerns about unethical or illegal behavior
