Question 1

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 2

Describe how a strategy is developed when writing adjustment refusals.

Accepted Answer

The primary difference between an adjust

Question 3

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

Accepted Answer

A) True 
 B)False

Question 4

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 5

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

Accepted Answer

Although it may seem as though an apolog

Question 6

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 7

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 8

Briefly describe how to present bad news positively.

Accepted Answer

When you present bad news, if you have d

Question 9

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 10

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

Accepted Answer

As in other refusal messages, your refus

Question 11

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 12

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 13

When making a negative announcement, you should remember that an indirect, tactful approach is usually better than an aggressive approach.

Accepted Answer

A) True 
 B)False

Question 14

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 15

Which of the following statements about apologies in bad-news messages is true?

Accepted Answer

A)  They should never be used in bad-news messages. 
B)  They are best included at the end of the message. 
C)  They always make the situation better. 
D)  They can make you appear wrong even when you are not. 
E)  They are an essential part of a bad-news message. 
A)  They should never be used in bad-news messages. 
B)  They are best included at the end of the message. 
C)  They always make the situation better. 
D)  They can make you appear wrong even when you are not. 
E)  They are an essential part of a bad-news message.

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

Describe how a strategy is developed when writing adjustment refusals.

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

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.

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

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

Briefly describe how to present bad news positively.

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

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

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

Which guideline should be followed when writing a negative announcement?

When making a negative announcement, you should remember that an indirect, tactful approach is usually better than an aggressive approach.

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

Which of the following statements about apologies in bad-news messages is true?

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

Exam 9: Writing Bad-News Messages

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

Describe how a strategy is developed when writing adjustment refusals.

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

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.

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

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

Briefly describe how to present bad news positively.

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

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

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

Which guideline should be followed when writing a negative announcement?

When making a negative announcement, you should remember that an indirect, tactful approach is usually better than an aggressive approach.

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

Which of the following statements about apologies in bad-news messages is true?

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