Question 1

Which of the following is true of writing messages following the general indirect plan?

Accepted Answer

A)  You should avoid offering an alternative solution to the reader when presenting bad news. 
B)  You should directly deliver the negative news without a preceding explanation. 
C)  You should give a blunt and negatively worded explanation of what went wrong. 
D)  You should gradually introduce the message's main negative point in the course of writing the message. 
E)  You should give a clear presentation of the facts involved rather than show concern for the reader's feelings. 
A)  You should avoid offering an alternative solution to the reader when presenting bad news. 
B)  You should directly deliver the negative news without a preceding explanation. 
C)  You should give a blunt and negatively worded explanation of what went wrong. 
D)  You should gradually introduce the message's main negative point in the course of writing the message. 
E)  You should give a clear presentation of the facts involved rather than show concern for the reader's feelings. D

Question 2

Which of the following is the most appropriate phrase to use in an adjustment refusal message?

Accepted Answer

A)  We're sorry for the inconvenience… 
B)  If only you had… 
C)  We must refuse... 
D)  I regret to inform you… 
E)  Company policy states that… 
A)  We're sorry for the inconvenience… 
B)  If only you had… 
C)  We must refuse... 
D)  I regret to inform you… 
E)  Company policy states that… E

Question 3

Research indicates that negative news is received positively when it is not preceded by an explanation.

Accepted Answer

A) True 
 B)False  False

Question 4

After reading bad news,readers usually appreciate a sincere apology more than an alternative solution.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is the best way to begin a message refusing an adjustment on a clothes dryer?

Accepted Answer

A)  We apologize for your problems with your clothes dryer. 
B)  You should not have experienced problems with your clothes dryer. 
C)  You are right to expect your clothes dryer to withstand normal use. 
D)  I must refuse your request for reimbursement of your clothes dryer. 
E)  The instructions state that it is necessary to remove the lint from the lint trap after each use. 
A)  We apologize for your problems with your clothes dryer. 
B)  You should not have experienced problems with your clothes dryer. 
C)  You are right to expect your clothes dryer to withstand normal use. 
D)  I must refuse your request for reimbursement of your clothes dryer. 
E)  The instructions state that it is necessary to remove the lint from the lint trap after each use.

Question 6

Which of the following is true of writing negative announcements that maintain goodwill?

Accepted Answer

A)  As your reader is likely to be disappointed,you must write your announcement using the direct order. 
B)  You should begin your message positively despite the risk of misleading your readers. 
C)  You should not attempt to help solve the problem that the negative news may have created for your reader. 
D)  You should end your announcement with a well-written apology. 
E)  Your first step should be to determine your overall strategy. 
A)  As your reader is likely to be disappointed,you must write your announcement using the direct order. 
B)  You should begin your message positively despite the risk of misleading your readers. 
C)  You should not attempt to help solve the problem that the negative news may have created for your reader. 
D)  You should end your announcement with a well-written apology. 
E)  Your first step should be to determine your overall strategy.

Question 7

Which of the following sentences presents the bad news most effectively?

Accepted Answer

A)  To keep our costs low and our prices competitive,we give refunds only for unused merchandise returned within 30 days with a receipt. 
B)  Without a receipt,there is no way we can refund your purchase. 
C)  You obviously used the product,which means that you cannot receive a refund. 
D)  Many customers lose their receipts,but we still cannot refund your purchase. 
E)  We understand that you threw away the receipt because you planned to use the product,but that does not mean we can refund your money. 
A)  To keep our costs low and our prices competitive,we give refunds only for unused merchandise returned within 30 days with a receipt. 
B)  Without a receipt,there is no way we can refund your purchase. 
C)  You obviously used the product,which means that you cannot receive a refund. 
D)  Many customers lose their receipts,but we still cannot refund your purchase. 
E)  We understand that you threw away the receipt because you planned to use the product,but that does not mean we can refund your money.

Question 8

Dorian has received a message from a customer.The customer claims that the wooden rocking chair she bought from Dorian's company was ruined in the rain,so she wants her money back.The furniture Dorian's company makes is all intended for inside use,and this is stated in the care guide given to each customer at the time of sale.In order to respond to this customer,Dorian needs to write

Accepted Answer

A)  a negative announcement. 
B)  an adjustment refusal. 
C)  a claim letter. 
D)  an apology note. 
E)  a sales message. 
A)  a negative announcement. 
B)  an adjustment refusal. 
C)  a claim letter. 
D)  an apology note. 
E)  a sales message.

Question 9

Which of the following should you do when making an adjustment refusal?

Accepted Answer

A)  Begin your message on the point of disagreement. 
B)  Focus on a strategy that tells the reader what he or she wants to hear. 
C)  Logically present your reasons for refusal,using your company's relevant policy or practice. 
D)  Use a subdued,negative tone as befits the bad news. 
E)  Refuse the reader's request in a roundabout way so that it is not clear that you are actually refusing. 
A)  Begin your message on the point of disagreement. 
B)  Focus on a strategy that tells the reader what he or she wants to hear. 
C)  Logically present your reasons for refusal,using your company's relevant policy or practice. 
D)  Use a subdued,negative tone as befits the bad news. 
E)  Refuse the reader's request in a roundabout way so that it is not clear that you are actually refusing.

Question 10

Shalene works for a hotel and needs to write a bad-news message to a group that has asked to use the hotel's conference space at a drastically reduced rate that wouldn't cover the expense of setting up the room and cleaning it after.In setting up her negative news,Shalene's goal is to

Accepted Answer

A)  dismiss the group as not worth her time. 
B)  imply that the group might get to use the space. 
C)  shame the group for being cheap. 
D)  get the group to see the refusal as a reasonable business decision. 
E)  state that the group is being unreasonable. 
A)  dismiss the group as not worth her time. 
B)  imply that the group might get to use the space. 
C)  shame the group for being cheap. 
D)  get the group to see the refusal as a reasonable business decision. 
E)  state that the group is being unreasonable.

Question 11

What strategies should one consider when faced with the situation of making a negative announcement?

Accepted Answer

When faced with the problem of making a

Question 12

When presenting bad news,you should avoid using

Accepted Answer

A)  second person. 
B)  first person. 
C)  third person. 
D)  the we-viewpoint. 
E)  the you-viewpoint. 
A)  second person. 
B)  first person. 
C)  third person. 
D)  the we-viewpoint. 
E)  the you-viewpoint.

Question 13

Apologies in bad-news messages may have legal implications if they can be construed as admissions of guilt.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following best exemplifies the way a sentence should be structured when delivering negative news?

Accepted Answer

A)  The fan was damaged due to fluctuation in the power supply,so we cannot help you with any repair costs. 
B)  You apparently did not read the instructions,so it is not our fault that your product was damaged. 
C)  It is your responsibility to read the terms and conditions before purchasing a product. 
D)  The television you bought did not have a warranty,so we cannot repair it without payment. 
E)  We cannot make a refund,but you may choose a comparable product from our website. 
A)  The fan was damaged due to fluctuation in the power supply,so we cannot help you with any repair costs. 
B)  You apparently did not read the instructions,so it is not our fault that your product was damaged. 
C)  It is your responsibility to read the terms and conditions before purchasing a product. 
D)  The television you bought did not have a warranty,so we cannot repair it without payment. 
E)  We cannot make a refund,but you may choose a comparable product from our website.

Question 15

Which of the following should you avoid when selecting a strategy for announcing negative news?

Accepted Answer

A)  cementing your effort to cover the matter positively 
B)  choosing a strategy that prepares your reader to accept the bad news 
C)  leaving your reader with the feeling that you have considered his or her interests despite the negative announcement 
D)  selecting a strategy that will set up or begin the explanation that justifies the announcement 
E)  informing your reader about the negative news in a blunt,direct,and honest manner 
A)  cementing your effort to cover the matter positively 
B)  choosing a strategy that prepares your reader to accept the bad news 
C)  leaving your reader with the feeling that you have considered his or her interests despite the negative announcement 
D)  selecting a strategy that will set up or begin the explanation that justifies the announcement 
E)  informing your reader about the negative news in a blunt,direct,and honest manner

Question 16

Which of the following statements is true of using a strategic buffer in bad-news messages?

Accepted Answer

A)  A strategic buffer is an opening that is relevant to the message but does not state the bad news. 
B)  A strategic buffer is used to deliver the message directly without a preceding explanation. 
C)  A strategic buffer is used to convey bad news without hurting the sentiments of the reader. 
D)  A strategic buffer is an opening that is not relevant to the topic of the message. 
E)  A strategic buffer is used when the writer wants to avoid offering an alternative solution to the reader. 
A)  A strategic buffer is an opening that is relevant to the message but does not state the bad news. 
B)  A strategic buffer is used to deliver the message directly without a preceding explanation. 
C)  A strategic buffer is used to convey bad news without hurting the sentiments of the reader. 
D)  A strategic buffer is an opening that is not relevant to the topic of the message. 
E)  A strategic buffer is used when the writer wants to avoid offering an alternative solution to the reader.

Question 17

Give an example of a situation where the direct approach would be the best choice for delivering a bad-news message and an example of a situation where the indirect approach would be best.

Accepted Answer

Examples will vary.A possible example of

Question 18

Unlike the other types of bad-news messages,you should end an adjustment refusal on a negative note.

Accepted Answer

A) True 
 B)False

Question 19

When refusing a request,you should begin the message with a buffer that sets up the discussion.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following is the most ideal approach to refusing requests?

Accepted Answer

A)  Place the blame on your company's policy or other external factors. 
B)  Assume that you are right and that your reader is wrong. 
C)  Avoid de-stressing the bad news when it is obvious that you are refusing a request. 
D)  Ask your reader to place himself or herself in your shoes. 
E)  Find a fair and reasonable explanation for your refusal. 
A)  Place the blame on your company's policy or other external factors. 
B)  Assume that you are right and that your reader is wrong. 
C)  Avoid de-stressing the bad news when it is obvious that you are refusing a request. 
D)  Ask your reader to place himself or herself in your shoes. 
E)  Find a fair and reasonable explanation for your refusal.

Which of the following is true of writing messages following the general indirect plan?

Which of the following is the most appropriate phrase to use in an adjustment refusal message?

Research indicates that negative news is received positively when it is not preceded by an explanation.

After reading bad news,readers usually appreciate a sincere apology more than an alternative solution.

Which of the following is the best way to begin a message refusing an adjustment on a clothes dryer?

Which of the following is true of writing negative announcements that maintain goodwill?

Which of the following sentences presents the bad news most effectively?

Which of the following should you do when making an adjustment refusal?

Shalene works for a hotel and needs to write a bad-news message to a group that has asked to use the hotel's conference space at a drastically reduced rate that wouldn't cover the expense of setting up the room and cleaning it after.In setting up her negative news,Shalene's goal is to

What strategies should one consider when faced with the situation of making a negative announcement?

When presenting bad news,you should avoid using

Apologies in bad-news messages may have legal implications if they can be construed as admissions of guilt.

Which of the following best exemplifies the way a sentence should be structured when delivering negative news?

Which of the following should you avoid when selecting a strategy for announcing negative news?

Which of the following statements is true of using a strategic buffer in bad-news messages?

Give an example of a situation where the direct approach would be the best choice for delivering a bad-news message and an example of a situation where the indirect approach would be best.

Unlike the other types of bad-news messages,you should end an adjustment refusal on a negative note.

When refusing a request,you should begin the message with a buffer that sets up the discussion.

Which of the following is the most ideal approach to refusing requests?

Communicating in the Workplace

Writing Effectively for Your Audience, Purpose, and Medium

Designing Documents With Visual Appeal

Communicating With Visuals

Crafting Effective Sentences and Paragraphs

Building Positive Relationships Through Communication

Communicating Across Cultures

Writing Good-News and Neutral Messages

Writing Persuasive Messages and Proposals

Researching Writing Reports

Creating the Right Type of Report

Delivering Business Presentations and Speeches

Putting Interpersonal Communication Skills to Work in Conversations and Meetings

Communicating in the Job Search

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Exam 9: Writing Bad-News Messages

Which of the following is true of writing messages following the general indirect plan?

Which of the following is the most appropriate phrase to use in an adjustment refusal message?

Research indicates that negative news is received positively when it is not preceded by an explanation.

After reading bad news,readers usually appreciate a sincere apology more than an alternative solution.

Which of the following is the best way to begin a message refusing an adjustment on a clothes dryer?

Which of the following is true of writing negative announcements that maintain goodwill?

Which of the following sentences presents the bad news most effectively?

Which of the following should you do when making an adjustment refusal?

Shalene works for a hotel and needs to write a bad-news message to a group that has asked to use the hotel's conference space at a drastically reduced rate that wouldn't cover the expense of setting up the room and cleaning it after.In setting up her negative news,Shalene's goal is to

What strategies should one consider when faced with the situation of making a negative announcement?

When presenting bad news,you should avoid using

Apologies in bad-news messages may have legal implications if they can be construed as admissions of guilt.

Which of the following best exemplifies the way a sentence should be structured when delivering negative news?

Which of the following should you avoid when selecting a strategy for announcing negative news?

Which of the following statements is true of using a strategic buffer in bad-news messages?

Give an example of a situation where the direct approach would be the best choice for delivering a bad-news message and an example of a situation where the indirect approach would be best.

Unlike the other types of bad-news messages,you should end an adjustment refusal on a negative note.

When refusing a request,you should begin the message with a buffer that sets up the discussion.

Which of the following is the most ideal approach to refusing requests?

Communicating in the Workplace

Writing Effectively for Your Audience, Purpose, and Medium

Designing Documents With Visual Appeal

Communicating With Visuals

Crafting Effective Sentences and Paragraphs

Building Positive Relationships Through Communication

Communicating Across Cultures

Writing Good-News and Neutral Messages

Writing Persuasive Messages and Proposals

Researching Writing Reports

Creating the Right Type of Report

Delivering Business Presentations and Speeches

Putting Interpersonal Communication Skills to Work in Conversations and Meetings

Communicating in the Job Search

Filters