Question 1

Opening a message directly with the news that you are refusing the reader's request builds goodwill.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following would be the least effective closing for the refusal of a request?

Accepted Answer

A)  a friendly remark about the subject of the request 
B)  some helpful comments or suggestions 
C)  an expression of interest in the reader's activities 
D)  an apology for not being able to help 
E)  a detailed counterproposal 
A)  a friendly remark about the subject of the request 
B)  some helpful comments or suggestions 
C)  an expression of interest in the reader's activities 
D)  an apology for not being able to help 
E)  a detailed counterproposal

Question 3

The most appropriate way to end a message refusing a request is to

Accepted Answer

A)  repeat the main reason for the refusal. 
B)  make a sincere expression of regret. 
C)  promise that you will consider granting the request in the future. 
D)  give an adapted goodwill comment. 
E)  apologize for causing inconvenience to the reader. 
A)  repeat the main reason for the refusal. 
B)  make a sincere expression of regret. 
C)  promise that you will consider granting the request in the future. 
D)  give an adapted goodwill comment. 
E)  apologize for causing inconvenience to the reader.

Question 4

Briefly describe the guidelines and considerations for apologies in a refused request.

Accepted Answer

Although it may seem as though an apolog

Question 5

Briefly describe how to present bad news positively.

Accepted Answer

When you present bad news,if you have de

Question 6

How should the closing in a refusal letter be worded?

Accepted Answer

The best closing subject matter for a re

Question 7

Briefly describe how one should develop a strategy while refusing a request.

Accepted Answer

Finding a fair and reasonable explanatio

Question 8

Which guideline should be followed when writing a negative announcement?

Accepted Answer

A)  You should avoid ending the announcement on a positive note as this can mislead the reader. 
B)  You should reserve forward-looking closings for external announcements. 
C)  You should avoid expressing gratitude as this can contradict the announcement. 
D)  You should begin the announcement with complimentary or cordial talk. 
E)  You should use a blunt or aggressive approach when making the announcement. 
A)  You should avoid ending the announcement on a positive note as this can mislead the reader. 
B)  You should reserve forward-looking closings for external announcements. 
C)  You should avoid expressing gratitude as this can contradict the announcement. 
D)  You should begin the announcement with complimentary or cordial talk. 
E)  You should use a blunt or aggressive approach when making the announcement.

Question 9

Your company manufactures riding lawn mowers.One of your customers,Marie,writes a claim,demanding a compensation for her faulty mower.On examining the faulty product,a service executive in your company discovers that someone dismantled the mower and attempted to fix it.Which of the following statements is the best way to phrase your refusal of Marie's claim for adjustment?

Accepted Answer

A)  Our contract,which you signed,clearly absolves us of any liability in this case. 
B)  If you read our contract,you would know that we are not liable to pay compensation in such cases. 
C)  Paragraph 2 of our contract clearly shows that your claim is without foundation. 
D)  As stated in our contract,we are liable to pay compensation only when our personnel repair the equipment. 
E)  Your attempt to repair the lawn mower on your own has rendered the product warranty void. 
A)  Our contract,which you signed,clearly absolves us of any liability in this case. 
B)  If you read our contract,you would know that we are not liable to pay compensation in such cases. 
C)  Paragraph 2 of our contract clearly shows that your claim is without foundation. 
D)  As stated in our contract,we are liable to pay compensation only when our personnel repair the equipment. 
E)  Your attempt to repair the lawn mower on your own has rendered the product warranty void.

Question 10

When delivering bad news,you should

Accepted Answer

A)  examine your apology for any legal implications. 
B)  end your message on a negative note. 
C)  avoid showing concern for your reader as it can be misconstrued. 
D)  avoid using strategic buffers in your opening statement. 
E)  conclude with an expression of regret for delivering the bad news. 
A)  examine your apology for any legal implications. 
B)  end your message on a negative note. 
C)  avoid showing concern for your reader as it can be misconstrued. 
D)  avoid using strategic buffers in your opening statement. 
E)  conclude with an expression of regret for delivering the bad news.

Question 11

Which of the following guidelines would best help you create a good adjustment refusal message?

Accepted Answer

A)  Begin with words that are relevant to the topic and are neutral about the decision. 
B)  Present your justification as bluntly as possible. 
C)  Directly inform the reader of his or her mistake that led to the refusal. 
D)  End your message on a negative note to remind the reader of your decision. 
E)  Refuse clearly and politely,but avoid including a counterproposal. 
A)  Begin with words that are relevant to the topic and are neutral about the decision. 
B)  Present your justification as bluntly as possible. 
C)  Directly inform the reader of his or her mistake that led to the refusal. 
D)  End your message on a negative note to remind the reader of your decision. 
E)  Refuse clearly and politely,but avoid including a counterproposal.

Question 12

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

Accepted Answer

A)  Bad news should be presented directly to prevent surprising or angering readers. 
B)  Bad news should be stated positively but clearly. 
C)  The negative announcement should not start with a buffer. 
D)  Readers should not be offered any alternative solutions. 
E)  The message should not try to justify the negative announcement. 
A)  Bad news should be presented directly to prevent surprising or angering readers. 
B)  Bad news should be stated positively but clearly. 
C)  The negative announcement should not start with a buffer. 
D)  Readers should not be offered any alternative solutions. 
E)  The message should not try to justify the negative announcement.

Question 13

Which of the following will help you set up your reasons for bad news effectively?

Accepted Answer

A)  presenting the reasons as facts,without couching them to reduce the impact 
B)  citing the expert opinion of authorities whom both you and your reader respect 
C)  letting the reader in on the bad news before presenting the reasons for it 
D)  presenting reasons for the bad news without actually delivering the bad news 
E)  listing the names of other people or companies who are similarly affected 
A)  presenting the reasons as facts,without couching them to reduce the impact 
B)  citing the expert opinion of authorities whom both you and your reader respect 
C)  letting the reader in on the bad news before presenting the reasons for it 
D)  presenting reasons for the bad news without actually delivering the bad news 
E)  listing the names of other people or companies who are similarly affected

Question 14

Adjustment refusals are used only when the reader has refused to pay the amount owed.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following is the best way to begin the sentence containing your refusal?

Accepted Answer

A)  I am sorry to inform you that... 
B)  I must refuse your request for... 
C)  Your request cannot be considered favorably... 
D)  These facts clearly show that your request cannot... 
E)  What we can do is... 
A)  I am sorry to inform you that... 
B)  I must refuse your request for... 
C)  Your request cannot be considered favorably... 
D)  These facts clearly show that your request cannot... 
E)  What we can do is...

Opening a message directly with the news that you are refusing the reader's request builds goodwill.

Which of the following would be the least effective closing for the refusal of a request?

The most appropriate way to end a message refusing a request is to

Briefly describe the guidelines and considerations for apologies in a refused request.

Briefly describe how to present bad news positively.

How should the closing in a refusal letter be worded?

Briefly describe how one should develop a strategy while refusing a request.

Which guideline should be followed when writing a negative announcement?

When delivering bad news,you should

Which of the following guidelines would best help you create a good adjustment refusal message?

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

Which of the following will help you set up your reasons for bad news effectively?

Adjustment refusals are used only when the reader has refused to pay the amount owed.

Which of the following is the best way to begin the sentence containing your refusal?

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

Opening a message directly with the news that you are refusing the reader's request builds goodwill.

Which of the following would be the least effective closing for the refusal of a request?

The most appropriate way to end a message refusing a request is to

Briefly describe the guidelines and considerations for apologies in a refused request.

Briefly describe how to present bad news positively.

How should the closing in a refusal letter be worded?

Briefly describe how one should develop a strategy while refusing a request.

Which guideline should be followed when writing a negative announcement?

When delivering bad news,you should

Which of the following guidelines would best help you create a good adjustment refusal message?

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

Which of the following will help you set up your reasons for bad news effectively?

Adjustment refusals are used only when the reader has refused to pay the amount owed.

Which of the following is the best way to begin the sentence containing your refusal?

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