Question 1

Which of the following should be the first step when preparing a negative announcement?

Accepted Answer

A)  To provide solutions to the problems that the news may have created for the reader 
B)  To present the justification material 
C)  To use appropriate goodwill talk 
D)  To use a buffer that sets up justification for the bad news 
E)  To deliver the bad news positively but clearly 
A)  To provide solutions to the problems that the news may have created for the reader 
B)  To present the justification material 
C)  To use appropriate goodwill talk 
D)  To use a buffer that sets up justification for the bad news 
E)  To deliver the bad news positively but clearly

Question 2

In a message refusing a request, the refusal should be presented at paragraph endings as it is the most negative part of the message.

Accepted Answer

A) True 
 B)False

Question 3

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 4

How should you describe your problem in an indirect claim message?

Accepted Answer

A)  The words describing the problem should express disinterest in a continued relationship. 
B)  The words describing the problem should be blunt and negative. 
C)  The words describing the problem should provoke the reader into reacting. 
D)  The words describing the problem should be courteous yet firm. 
E)  The words describing the problem should focus on your feelings. 
A)  The words describing the problem should express disinterest in a continued relationship. 
B)  The words describing the problem should be blunt and negative. 
C)  The words describing the problem should provoke the reader into reacting. 
D)  The words describing the problem should be courteous yet firm. 
E)  The words describing the problem should focus on your feelings.

Question 5

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 6

Briefly describe how to present bad news positively.

Accepted Answer

When you present bad news, if you have d

Question 7

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 in the long run. 
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 in the long run. 
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 8

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 9

Which of the following is the best way to structure your sentence in refusing a request?

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 10

If you think that your negative news will be accepted routinely, you can choose to write your message using the direct order.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following is the last step to be taken when drafting your claim message?

Accepted Answer

A)  Recap the major facts to permit a decision. 
B)  End positively-friendly but firm. 
C)  Seek corrective action. 
D)  Directly present the claim. 
E)  Present an overview of the problem. 
A)  Recap the major facts to permit a decision. 
B)  End positively-friendly but firm. 
C)  Seek corrective action. 
D)  Directly present the claim. 
E)  Present an overview of the problem.

Question 12

Which of the following guidelines should be followed when delivering messages carrying bad news?

Accepted Answer

A)  Present information bluntly without focusing on the reader's emotions. 
B)  Deliver facts positively without confusing or misleading the reader. 
C)  Ensure that the reader gets to the main part of the message right away. 
D)  Suggest how the reader could avoid making the same mistakes. 
E)  Give the reader the impression that the situation is positive by not emphasizing the negative news. 
A)  Present information bluntly without focusing on the reader's emotions. 
B)  Deliver facts positively without confusing or misleading the reader. 
C)  Ensure that the reader gets to the main part of the message right away. 
D)  Suggest how the reader could avoid making the same mistakes. 
E)  Give the reader the impression that the situation is positive by not emphasizing the negative news.

Question 13

The closing in an indirect claim message should not indicate that the writer is trying to maintain a positive relationship with the reader.

Accepted Answer

A) True 
 B)False

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

The closing in a negative announcement should _____.

Accepted Answer

A)  recall the main message of the announcement 
B)  justify why it is not your fault 
C)  express your grievances surrounding the negative situation 
D)  focus on your emotions 
E)  cement your effort to cover the matter positively 
A)  recall the main message of the announcement 
B)  justify why it is not your fault 
C)  express your grievances surrounding the negative situation 
D)  focus on your emotions 
E)  cement your effort to cover the matter positively

Question 16

Your company manufactures electric toasters. One of your customers, Jason Holmes, writes a claim, demanding a compensation for his faulty toaster. On examining the faulty product, a service executive in your company discovers that someone dismantled the toaster and attempted to fix it. Which of the following statements is the best way to phrase your refusal of Jason'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 toaster 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 toaster on your own has rendered the product warranty void.

Question 17

Your goal in an indirect claim message is to _____.

Accepted Answer

A)  ensure that your recipient admits that it was his or her fault 
B)  convince your recipient that you deserve some kind of compensation 
C)  ensure that your recipient apologizes for his or her mistake 
D)  let your recipient know that you are disappointed with the turn of events 
E)  indicate that you may discontinue using your recipient's services 
A)  ensure that your recipient admits that it was his or her fault 
B)  convince your recipient that you deserve some kind of compensation 
C)  ensure that your recipient apologizes for his or her mistake 
D)  let your recipient know that you are disappointed with the turn of events 
E)  indicate that you may discontinue using your recipient's services

Question 18

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 19

Which of the following statements is a good closing statement for a claim message?

Accepted Answer

A)  You must resolve this problem by May 22. 
B)  I cannot recommend your services to potential customers after this incident. 
C)  Please resolve the issue by Monday so that I can ship my products on time. 
D)  On the basis of my negative experience with your inferior product, I demand a refund. 
E)  If you do not fix this problem, I will report you to the Better Business Bureau. 
A)  You must resolve this problem by May 22. 
B)  I cannot recommend your services to potential customers after this incident. 
C)  Please resolve the issue by Monday so that I can ship my products on time. 
D)  On the basis of my negative experience with your inferior product, I demand a refund. 
E)  If you do not fix this problem, I will report you to the Better Business Bureau.

Question 20

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

Which of the following should be the first step when preparing a negative announcement?

In a message refusing a request, the refusal should be presented at paragraph endings as it is the most negative part of the message.

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

How should you describe your problem in an indirect claim message?

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 is a good strategy to use when delivering bad-news messages?

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

Which of the following is the best way to structure your sentence in refusing a request?

If you think that your negative news will be accepted routinely, you can choose to write your message using the direct order.

Which of the following is the last step to be taken when drafting your claim message?

Which of the following guidelines should be followed when delivering messages carrying bad news?

The closing in an indirect claim message should not indicate that the writer is trying to maintain a positive relationship with the reader.

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

The closing in a negative announcement should _____.

Your goal in an indirect claim message is to _____.

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

Which of the following statements is a good closing statement for a claim message?

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

Communicating in the Workplace

Understanding the Writing Process and the Main Forms of Business Messages

Using Visuals in Written and Oral Communication

Using an Appropriate Style

Writing Good-News and Neutral Messages

Writing Persuasive Messages Proposals

Researching Writing Reports

Writing Short Reports

Communicating Orally

Communicating in the Job Search

Filters

Exam 6: Writing Bad-News Messages

Which of the following should be the first step when preparing a negative announcement?

In a message refusing a request, the refusal should be presented at paragraph endings as it is the most negative part of the message.

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

How should you describe your problem in an indirect claim message?

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 is a good strategy to use when delivering bad-news messages?

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

Which of the following is the best way to structure your sentence in refusing a request?

If you think that your negative news will be accepted routinely, you can choose to write your message using the direct order.

Which of the following is the last step to be taken when drafting your claim message?

Which of the following guidelines should be followed when delivering messages carrying bad news?

The closing in an indirect claim message should not indicate that the writer is trying to maintain a positive relationship with the reader.

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

The closing in a negative announcement should _____.

Your goal in an indirect claim message is to _____.

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

Which of the following statements is a good closing statement for a claim message?

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

Communicating in the Workplace

Understanding the Writing Process and the Main Forms of Business Messages

Using Visuals in Written and Oral Communication

Using an Appropriate Style

Writing Good-News and Neutral Messages

Writing Persuasive Messages Proposals

Researching Writing Reports

Writing Short Reports

Communicating Orally

Communicating in the Job Search

Filters