Question 1

In an adjustment refusal message, the best place to state the refusal is _____.

Accepted Answer

A)  in the subject line of the message 
B)  after the explanation since it is the logical result of the explanation 
C)  at the end of the message, after the goodwill closing 
D)  before the paragraph that states the reasoning behind your decision 
E)  before you call to attention the facts of the case 
A)  in the subject line of the message 
B)  after the explanation since it is the logical result of the explanation 
C)  at the end of the message, after the goodwill closing 
D)  before the paragraph that states the reasoning behind your decision 
E)  before you call to attention the facts of the case

Question 2

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 3

The most appropriate approach to follow when presenting facts in an indirect claim message is to _____.

Accepted Answer

A)  express your disappointment as you present the facts 
B)  state directly that the reader's company was at fault 
C)  clearly and objectively present the facts 
D)  advance your cause with accusatory, one-sided language 
E)  skillfully avoid stating the negative facts 
A)  express your disappointment as you present the facts 
B)  state directly that the reader's company was at fault 
C)  clearly and objectively present the facts 
D)  advance your cause with accusatory, one-sided language 
E)  skillfully avoid stating the negative facts

Question 4

How do you choose the right tone in indirect claims?

Accepted Answer

Your goal in a claim message is to convi

Question 5

Which of the following is true of writing messages following the general indirect plan?

Accepted Answer

A)  You should avoid offering an alternative solution to the reader when presenting bad news. 
B)  You should directly deliver the negative news without a preceding explanation. 
C)  You should give a blunt and negatively worded explanation of what went wrong. 
D)  You should gradually introduce the message's main negative point in the course of writing the message. 
E)  You should give a clear presentation of the facts involved rather than show concern for the reader's feelings. 
A)  You should avoid offering an alternative solution to the reader when presenting bad news. 
B)  You should directly deliver the negative news without a preceding explanation. 
C)  You should give a blunt and negatively worded explanation of what went wrong. 
D)  You should gradually introduce the message's main negative point in the course of writing the message. 
E)  You should give a clear presentation of the facts involved rather than show concern for the reader's feelings.

Question 6

Which of the following exemplifies a good way to present bad news to a customer?

Accepted Answer

A)  The phone was damaged because you used it improperly, so we cannot offer a replacement. 
B)  I cannot help you in any way as the fault is entirely yours for not reading the product documentation. 
C)  You were informed of the rules prior to purchase. Hence, we cannot accept your claim. 
D)  You made the mistake of misusing your product, so I cannot help you in any way. 
E)  In the interest of fairness, we cannot offer customized discounts to selective customers. 
A)  The phone was damaged because you used it improperly, so we cannot offer a replacement. 
B)  I cannot help you in any way as the fault is entirely yours for not reading the product documentation. 
C)  You were informed of the rules prior to purchase. Hence, we cannot accept your claim. 
D)  You made the mistake of misusing your product, so I cannot help you in any way. 
E)  In the interest of fairness, we cannot offer customized discounts to selective customers.

Question 7

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

Accepted Answer

As in other refusal messages, your refus

Question 8

How should one word the closing in a refusal letter?

Accepted Answer

The best closing subject matter for a re

Question 9

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 10

When writing indirect claim messages, one must ensure that one uses language that focuses equally on feelings as well as facts.

Accepted Answer

A) True 
 B)False

Question 11

Describe the outline for the general plan for refused requests.

Accepted Answer

The outline for a refused request has th

Question 12

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 out 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 out the names of other people or companies who are similarly affected

Question 13

One useful technique to present bad news positively is to present one's reasoning in first and third person, avoiding second person.

Accepted Answer

A) True 
 B)False

Question 14

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

Accepted Answer

A)  repeat the main reason for the refusal 
B)  give 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)  give 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 15

Which of following is the best way to begin a message refusing a request for the free use of equipment for a charity?

Accepted Answer

A)  We have already loaned our equipment to other charitable organizations. 
B)  We wish we could help you because the youth are clearly benefiting from your efforts. 
C)  This is to inform you that our equipment cannot be loaned at this time. 
D)  Thank you for letting us know about the important work your center is doing for our city. 
E)  Although we would like to grant your request, we are not able to do so at this time. 
A)  We have already loaned our equipment to other charitable organizations. 
B)  We wish we could help you because the youth are clearly benefiting from your efforts. 
C)  This is to inform you that our equipment cannot be loaned at this time. 
D)  Thank you for letting us know about the important work your center is doing for our city. 
E)  Although we would like to grant your request, we are not able to do so at this time.

In an adjustment refusal message, the best place to state the refusal is _____.

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

The most appropriate approach to follow when presenting facts in an indirect claim message is to _____.

How do you choose the right tone in indirect claims?

Which of the following is true of writing messages following the general indirect plan?

Which of the following exemplifies a good way to present bad news to a customer?

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

How should one word the closing in a refusal letter?

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

When writing indirect claim messages, one must ensure that one uses language that focuses equally on feelings as well as facts.

Describe the outline for the general plan for refused requests.

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

One useful technique to present bad news positively is to present one's reasoning in first and third person, avoiding second person.

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

Which of following is the best way to begin a message refusing a request for the free use of equipment for a charity?

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

In an adjustment refusal message, the best place to state the refusal is _____.

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

The most appropriate approach to follow when presenting facts in an indirect claim message is to _____.

How do you choose the right tone in indirect claims?

Which of the following is true of writing messages following the general indirect plan?

Which of the following exemplifies a good way to present bad news to a customer?

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

How should one word the closing in a refusal letter?

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

When writing indirect claim messages, one must ensure that one uses language that focuses equally on feelings as well as facts.

Describe the outline for the general plan for refused requests.

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

One useful technique to present bad news positively is to present one's reasoning in first and third person, avoiding second person.

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

Which of following is the best way to begin a message refusing a request for the free use of equipment for a charity?

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