question

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.

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question

When making negative announcements, which approach should generally be used?

answer

-direct with low emotional involvement, but -indirect with high emotional involvement

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question

Generally managers should use what approach when delivering bad news to employees?

answer

-indirect approach, especially high emotional involvement

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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.

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question

Whistleblowing

answer

efforts made by employees to report concerns about unethical or illegal behavior

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Chapter 9- Writing negative messages – Flashcards

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