Answer to Question 1
D
Answer to Question 2
Although not always easy or pleasant, communicating about negatives can be thought of as a social responsibility. For example, a person who returns from a long stay at a major hotel might, upon returning home, write a letter or email message to the management commending certain employees. If the stay was not pleasant and weaknesses in hotel operation were detected, a tactful message pointing out the negatives would probably be appreciated. Future guests could benefit from the effort of that one person.
Before communicating about the problem, an individual should recognize the following risks: being stereotyped as a complainer, being associated with negative thoughts and perceived in negative terms, and appearing to challenge management's decisions concerning hotel operations. Yet such risks might be worth taking because of the benefits:
a. The communicator gets a feeling of having exercised a responsibility.
b. Management learns of changes that need to be made.
c. The hotel staff about whom the message is written modifies techniques and is thus more successful.
d. Other guests will have more enjoyable stays in the hotel.
In the decision to communicate about negatives, the primary consideration is intent. If the intent is to hurt or to get even, the message should not be sent. To avoid litigation charges and to respond ethically, include only specific facts you can verify, and avoid evaluative words that present opinions about a person's character or ability.
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