Discussion Questions: Giving negative information
Question 1: Discuss an example of a time (or situation) when directness was appropriate in your response giving negative information. Why was it appropriate to use a direct response instead of an indirect response?
Question 2: Think about an ad that you have seen on television which grabs you. State what the ad is promoting and discuss if it focuses on emotional appeals, logical appeals, or character-based appeals? Does the chosen appeal seem appropriate given the product, service, or cause that is being promoted?
Question 3: Often times companies will explain an adjustment refusal simply by saying that company policy did not permit granting claims in such cases. Is this explanation adequate? Why or why not?
