Question 1

In an adjustment refusal,your refusal

Accepted Answer

A)  should be the logical result of your explanation. 
B)  should explain exactly what the reader did wrong. 
C)  must contain an apology. 
D)  should note that the reader is being reasonable in the request. 
E)  needs to use exceptionally positive language. 
A)  should be the logical result of your explanation. 
B)  should explain exactly what the reader did wrong. 
C)  must contain an apology. 
D)  should note that the reader is being reasonable in the request. 
E)  needs to use exceptionally positive language.

Question 2

Companies usually have clear and reasonable guidelines for what constitutes a legitimate adjustment request.

Accepted Answer

A) True 
 B)False

Question 3

When writing adjustment refusals,how should one refuse positively and close courteously?

Accepted Answer

As in other refusal messages,your refusa

Question 4

Unlike other refusal messages,an adjustment refusal does not begin with a buffer.

Accepted Answer

A) True 
 B)False

Question 5

What are the two primary goals of a refused request?

Accepted Answer

A)  to present the bad news and maintain goodwill 
B)  to convey the bad news and convince readers that they are at fault 
C)  to avoid presenting the bad news and be positive 
D)  to ignore the bad news and present an alternative solution 
E)  to apologize and present an alternative solution 
A)  to present the bad news and maintain goodwill 
B)  to convey the bad news and convince readers that they are at fault 
C)  to avoid presenting the bad news and be positive 
D)  to ignore the bad news and present an alternative solution 
E)  to apologize and present an alternative solution

Question 6

Which of the following is a good strategy to use when delivering bad-news messages?

Accepted Answer

A)  Avoid offering an alternative solution for regular customers. 
B)  Show that your reasons for the negative decision will benefit the reader. 
C)  Directly tell your readers where they went wrong and what led you to refuse their request. 
D)  Deliver the message without any explanation or reasoning. 
E)  Emphasize the main negative point to ensure that your reader understands your intentions. 
A)  Avoid offering an alternative solution for regular customers. 
B)  Show that your reasons for the negative decision will benefit the reader. 
C)  Directly tell your readers where they went wrong and what led you to refuse their request. 
D)  Deliver the message without any explanation or reasoning. 
E)  Emphasize the main negative point to ensure that your reader understands your intentions.

Question 7

Which of the following statements about adjustment refusals is true?

Accepted Answer

A)  They are made in response to requests for donations of time or materials. 
B)  They are made when you have no guidelines for refusal. 
C)  They are made when facts require that you deny a claim. 
D)  They are usually made in response to legitimate claims. 
E)  They are typically positive messages. 
A)  They are made in response to requests for donations of time or materials. 
B)  They are made when you have no guidelines for refusal. 
C)  They are made when facts require that you deny a claim. 
D)  They are usually made in response to legitimate claims. 
E)  They are typically positive messages.

Question 8

Which of the following is the most appropriate phrase to use in a message refusing a request?

Accepted Answer

A)  We cannot permit... 
B)  Although we would like to,we cannot allow... 
C)  For these reasons,what we can do is... 
D)  We deeply regret to inform you... 
E)  We are sorry to say that... 
A)  We cannot permit... 
B)  Although we would like to,we cannot allow... 
C)  For these reasons,what we can do is... 
D)  We deeply regret to inform you... 
E)  We are sorry to say that...

Question 9

In a bad-news message,a buffer does not explicitly indicate that negative news is coming.

Accepted Answer

A) True 
 B)False

Question 10

A preliminary explanation in a bad-news message does not cushion the shock of bad news.

Accepted Answer

A) True 
 B)False

Question 11

A good strategy to set up an adjustment refusal is to begin on a point of disagreement.

Accepted Answer

A) True 
 B)False

Question 12

Describe the outline for the general plan for the indirect approach to refused requests.

Accepted Answer

The outline for a refused request has th

Question 13

Which of the following is most appropriate when denying credit to a customer?

Accepted Answer

A)  Because your credit score is 620 (700 is required),a credit payment is not an option;however,you may pay with cash. 
B)  A good credit score is important if you don't want to pay with cash. 
C)  Because of your bad credit rating,you will not be allowed to pay by credit. 
D)  We are denying your request to pay by credit. 
E)  You must pay with cash,as it is against company policy to give credit to people with a poor credit rating. 
A)  Because your credit score is 620 (700 is required),a credit payment is not an option;however,you may pay with cash. 
B)  A good credit score is important if you don't want to pay with cash. 
C)  Because of your bad credit rating,you will not be allowed to pay by credit. 
D)  We are denying your request to pay by credit. 
E)  You must pay with cash,as it is against company policy to give credit to people with a poor credit rating.

Question 14

Which of the following is the best strategy to set up negative news in an indirect order message?

Accepted Answer

A)  You should explain the fairness of a certain action. 
B)  You should present your reasoning after delivering the negative news. 
C)  You should deliver the negative news without giving an explanation. 
D)  You should bluntly explain where the reader went wrong. 
E)  You should avoid offering an alternative solution to the reader. 
A)  You should explain the fairness of a certain action. 
B)  You should present your reasoning after delivering the negative news. 
C)  You should deliver the negative news without giving an explanation. 
D)  You should bluntly explain where the reader went wrong. 
E)  You should avoid offering an alternative solution to the reader.

Question 15

You should write a bad-news message in a way that will help the reader accept the news as positively as possible.

Accepted Answer

A) True 
 B)False

Question 16

Explain the role of a strategic buffer in a bad-news message.

Accepted Answer

Indirect messages presenting bad news of

Question 17

Which of the following would be a good buffer statement for an indirect bad-news message?

Accepted Answer

A)  If you had read the instructions,you would have noticed that electric heaters should not be left unattended. 
B)  You were absolutely correct to contact us,and I would love to help you! 
C)  Thank you for notifying us of the problem you have experienced with your electric heater. 
D)  I am positive we can find a way to help you. 
E)  I am afraid that I must share some bad news. 
A)  If you had read the instructions,you would have noticed that electric heaters should not be left unattended. 
B)  You were absolutely correct to contact us,and I would love to help you! 
C)  Thank you for notifying us of the problem you have experienced with your electric heater. 
D)  I am positive we can find a way to help you. 
E)  I am afraid that I must share some bad news.

Question 18

Which of the following should be used to close an adjustment refusal message?

Accepted Answer

A)  an appropriate,positive comment 
B)  an apology restating your inability to grant the adjustment 
C)  a reference to the facts related to the problem 
D)  a brief account of the reader's mistakes 
E)  a statement claiming no one is at fault 
A)  an appropriate,positive comment 
B)  an apology restating your inability to grant the adjustment 
C)  a reference to the facts related to the problem 
D)  a brief account of the reader's mistakes 
E)  a statement claiming no one is at fault

Question 19

Your focus when closing an adjustment refusal is to

Accepted Answer

A)  apologize to the reader. 
B)  reiterate the bad news. 
C)  move beyond the bad news toward future business. 
D)  refuse the reader's request for adjustment. 
E)  promote your company's products. 
A)  apologize to the reader. 
B)  reiterate the bad news. 
C)  move beyond the bad news toward future business. 
D)  refuse the reader's request for adjustment. 
E)  promote your company's products.

Question 20

Which of the following phrases would be the most appropriate to begin an adjustment refusal message?

Accepted Answer

A)  Refusal of your April 7 claim… 
B)  Why your April 7 claim is not justified… 
C)  The facts concerning your request for adjustment are unclear at… 
D)  Requests for adjustment at this time… 
E)  Your April 7 request for adjustment… 
A)  Refusal of your April 7 claim… 
B)  Why your April 7 claim is not justified… 
C)  The facts concerning your request for adjustment are unclear at… 
D)  Requests for adjustment at this time… 
E)  Your April 7 request for adjustment…

In an adjustment refusal,your refusal

Companies usually have clear and reasonable guidelines for what constitutes a legitimate adjustment request.

When writing adjustment refusals,how should one refuse positively and close courteously?

Unlike other refusal messages,an adjustment refusal does not begin with a buffer.

What are the two primary goals of a refused request?

Which of the following is a good strategy to use when delivering bad-news messages?

Which of the following statements about adjustment refusals is true?

Which of the following is the most appropriate phrase to use in a message refusing a request?

In a bad-news message,a buffer does not explicitly indicate that negative news is coming.

A preliminary explanation in a bad-news message does not cushion the shock of bad news.

A good strategy to set up an adjustment refusal is to begin on a point of disagreement.

Describe the outline for the general plan for the indirect approach to refused requests.

Which of the following is most appropriate when denying credit to a customer?

Which of the following is the best strategy to set up negative news in an indirect order message?

You should write a bad-news message in a way that will help the reader accept the news as positively as possible.

Explain the role of a strategic buffer in a bad-news message.

Which of the following would be a good buffer statement for an indirect bad-news message?

Which of the following should be used to close an adjustment refusal message?

Your focus when closing an adjustment refusal is to

Which of the following phrases would be the most appropriate to begin an adjustment refusal message?

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

In an adjustment refusal,your refusal

Companies usually have clear and reasonable guidelines for what constitutes a legitimate adjustment request.

When writing adjustment refusals,how should one refuse positively and close courteously?

Unlike other refusal messages,an adjustment refusal does not begin with a buffer.

What are the two primary goals of a refused request?

Which of the following is a good strategy to use when delivering bad-news messages?

Which of the following statements about adjustment refusals is true?

Which of the following is the most appropriate phrase to use in a message refusing a request?

In a bad-news message,a buffer does not explicitly indicate that negative news is coming.

A preliminary explanation in a bad-news message does not cushion the shock of bad news.

A good strategy to set up an adjustment refusal is to begin on a point of disagreement.

Describe the outline for the general plan for the indirect approach to refused requests.

Which of the following is most appropriate when denying credit to a customer?

Which of the following is the best strategy to set up negative news in an indirect order message?

You should write a bad-news message in a way that will help the reader accept the news as positively as possible.

Explain the role of a strategic buffer in a bad-news message.

Which of the following would be a good buffer statement for an indirect bad-news message?

Which of the following should be used to close an adjustment refusal message?

Your focus when closing an adjustment refusal is to

Which of the following phrases would be the most appropriate to begin an adjustment refusal message?

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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