Question 1

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

Accepted Answer

A) True 
 B)False

Question 2

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

Accepted Answer

A) True 
 B)False

Question 3

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

Accepted Answer

A) True 
 B)False

Question 4

Which of the following statements would be best included in making your case in an adjustment refusal?

Accepted Answer

A)  You should not have placed the toaster in the dishwasher. 
B)  The warranty on the product expired in 2015. 
C)  If you had followed the product instructions, this would not have happened. 
D)  You made a mistake when you failed to follow the product instructions. 
E)  I am sorry that you failed to read the warning label. 
A)  You should not have placed the toaster in the dishwasher. 
B)  The warranty on the product expired in 2015. 
C)  If you had followed the product instructions, this would not have happened. 
D)  You made a mistake when you failed to follow the product instructions. 
E)  I am sorry that you failed to read the warning label.

Question 5

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

Accepted Answer

A)  beginning your message on a point of common agreement 
B)  spending time on a strategy that gives a factual and positive explanation for your refusal 
C)  directly informing the readers of their mistakes that led to the refusal 
D)  maintaining a positive, forward-looking, and friendly tone 
E)  refusing clearly and positively, perhaps including a counterproposal 
A)  beginning your message on a point of common agreement 
B)  spending time on a strategy that gives a factual and positive explanation for your refusal 
C)  directly informing the readers of their mistakes that led to the refusal 
D)  maintaining a positive, forward-looking, and friendly tone 
E)  refusing clearly and positively, perhaps including a counterproposal

Question 6

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

Accepted Answer

Finding a fair and reasonable explanatio

Question 7

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

Accepted Answer

Indirect messages presenting bad news of

Question 8

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 9

One useful technique for presenting bad news positively is to present your reasoning using first and third person while avoiding second person.

Accepted Answer

A) True 
 B)False

Question 10

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 11

One of the ways to take the sting out of bad news is to link it with a reader benefit.

Accepted Answer

A) True 
 B)False

Question 12

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 13

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...

Question 14

In a bad-news message, a positive buffer will simply acknowledge your receipt of the reader's earlier message.

Accepted Answer

A) True 
 B)False

Question 15

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 16

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 17

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 18

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 19

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

Accepted Answer

A) True 
 B)False

Question 20

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

Accepted Answer

A) True 
 B)False

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

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

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

Which of the following statements would be best included in making your case in an adjustment refusal?

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

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

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

Which of the following statements about adjustment refusals is true?

One useful technique for presenting bad news positively is to present your reasoning using first and third person while avoiding second person.

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

One of the ways to take the sting out of bad news is to link it with a reader benefit.

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

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

In a bad-news message, a positive buffer will simply acknowledge your receipt of the reader's earlier message.

Your focus when closing an adjustment refusal is to

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

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

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

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

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

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

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

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

Which of the following statements would be best included in making your case in an adjustment refusal?

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

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

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

Which of the following statements about adjustment refusals is true?

One useful technique for presenting bad news positively is to present your reasoning using first and third person while avoiding second person.

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

One of the ways to take the sting out of bad news is to link it with a reader benefit.

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

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

In a bad-news message, a positive buffer will simply acknowledge your receipt of the reader's earlier message.

Your focus when closing an adjustment refusal is to

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

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

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

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

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