Question 1

Which of the following is the best way to begin a message refusing an adjustment on an electric mixer?

Accepted Answer

A)  "Thank you for your message telling us about your problems with your electric mixer." 
B)  "You should not have experienced problems with your electric mixer." 
C)  "You are right about expecting your electric mixer to withstand normal kitchen use." 
D)  "Your message dated 16 December has been received." 
E)  "I am pleased to receive your message dated 16 December." 
A)  "Thank you for your message telling us about your problems with your electric mixer." 
B)  "You should not have experienced problems with your electric mixer." 
C)  "You are right about expecting your electric mixer to withstand normal kitchen use." 
D)  "Your message dated 16 December has been received." 
E)  "I am pleased to receive your message dated 16 December."

Question 2

In terms of refusing requests, opening with the bad news that one is refusing the reader's request helps maintain goodwill.

Accepted Answer

A) True 
 B)False

Question 3

Which of the following is best when describing 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 make the reader realize his or her mistake. 
C)  The words describing the problem should be blunt. 
D)  The words describing the problem should be courteous yet firm. 
E)  The words describing the problem should be focused on feelings rather than mere facts. 
A)  The words describing the problem should express disinterest in a continued relationship. 
B)  The words describing the problem should make the reader realize his or her mistake. 
C)  The words describing the problem should be blunt. 
D)  The words describing the problem should be courteous yet firm. 
E)  The words describing the problem should be focused on feelings rather than mere facts.

Question 4

Which of the following is true of the use of a strategic buffer when writing bad-news messages?

Accepted Answer

A)  A strategic buffer conveys bad news in a blunt manner. 
B)  A strategic buffer is used to directly deliver the message without explanations. 
C)  A strategic buffer does not indicate what the rest of the message talks about. 
D)  A strategic buffer is used when the writer is not trying to cushion the bad news. 
E)  A strategic buffer is used when the writer is trying not to offer an alternative solution at any cost. 
A)  A strategic buffer conveys bad news in a blunt manner. 
B)  A strategic buffer is used to directly deliver the message without explanations. 
C)  A strategic buffer does not indicate what the rest of the message talks about. 
D)  A strategic buffer is used when the writer is not trying to cushion the bad news. 
E)  A strategic buffer is used when the writer is trying not to offer an alternative solution at any cost.

Question 5

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

Accepted Answer

A)  A suggestion that the customer make cash purchases at this time 
B)  A comment about the quality of one's merchandise or service 
C)  A reminder of the customer's poor credit rating 
D)  A refusal to sell to the customer 
E)  A statement bluntly informing the customer that it is against company policies 
A)  A suggestion that the customer make cash purchases at this time 
B)  A comment about the quality of one's merchandise or service 
C)  A reminder of the customer's poor credit rating 
D)  A refusal to sell to the customer 
E)  A statement bluntly informing the customer that it is against company policies

Question 6

Which of the following is the first step in the general plan to refusing requests?

Accepted Answer

A)  To begin with words that indicate a response to the request 
B)  To provide a direct answer to the request 
C)  To include an on-subject comment that is favors the answer 
D)  To include a review of the preceding communications 
E)  To include a "thank you" for the inquiry 
A)  To begin with words that indicate a response to the request 
B)  To provide a direct answer to the request 
C)  To include an on-subject comment that is favors the answer 
D)  To include a review of the preceding communications 
E)  To include a "thank you" for the inquiry

Question 7

Which of the following phrases should be used to begin a message for refusing requests?

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)  "The best we can do at this time is to..." 
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)  "The best we can do at this time is to..."

Question 8

Research studies indicate that negative news is received more positively when there is no preceding explanation.

Accepted Answer

A) True 
 B)False

Question 9

In an indirect claim message, one's final words should not indicate that one is trying to maintain a positive relationship.

Accepted Answer

A) True 
 B)False

Question 10

In a bad-news message, a buffer refers to an opening that identifies the subject of the message but does not indicate overtly that negative news is coming.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following is true of writing a claim message?

Accepted Answer

A)  You should not present enough of the facts to permit a decision. 
B)  You should not seek corrective action. 
C)  You should first identify the situation and lead into the problem. 
D)  You should end with an apology or a negative comment. 
E)  You should not be firm when stating the facts. 
A)  You should not present enough of the facts to permit a decision. 
B)  You should not seek corrective action. 
C)  You should first identify the situation and lead into the problem. 
D)  You should end with an apology or a negative comment. 
E)  You should not be firm when stating the facts.

Question 12

The primary challenge while making an adjustment refusal is to explain the reasons for the refusal.

Accepted Answer

A) True 
 B)False

Question 13

Briefly describe how to present bad news positively.

Accepted Answer

When you present bad news, if you have d

Question 14

Which of the following is the last step to be taken while outlining your claim message?

Accepted Answer

A)  To present enough of the facts to permit a decision 
B)  To end positively-friendly but firm 
C)  To seek corrective action 
D)  To directly present the claim 
E)  To identify the situation and lead into the problem 
A)  To present enough of the facts to permit a decision 
B)  To end positively-friendly but firm 
C)  To seek corrective action 
D)  To directly present the claim 
E)  To identify the situation and lead into the problem

Question 15

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

Accepted Answer

A)  When it is reasonable to expect that the readers would be angered by an indirect presentation, you should write a direct message. 
B)  You should use negative comments when presenting the news itself. 
C)  A skillful handling of a negative announcement should involve offering no further help. 
D)  When making a negative announcement, your fIrst step should be to determine your overall strategy. 
E)  The ending should involve a negatively worded apology. 
A)  When it is reasonable to expect that the readers would be angered by an indirect presentation, you should write a direct message. 
B)  You should use negative comments when presenting the news itself. 
C)  A skillful handling of a negative announcement should involve offering no further help. 
D)  When making a negative announcement, your fIrst step should be to determine your overall strategy. 
E)  The ending should involve a negatively worded apology.

Question 16

In a claim message, one's goal must be to convince one's recipient that one deserve some kind of compensation or remedy even if it may sound accusatory.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following is appreciated by readers when receiving a bad-news message?

Accepted Answer

A)  Bad news presented without any alternative solution being offered 
B)  Direct delivery of the message without explanations 
C)  A bluntly worded explanation of what went wrong 
D)  A gradual introduction to the message's main negative point 
E)  An explanation that does not cushion the message's main negative point 
A)  Bad news presented without any alternative solution being offered 
B)  Direct delivery of the message without explanations 
C)  A bluntly worded explanation of what went wrong 
D)  A gradual introduction to the message's main negative point 
E)  An explanation that does not cushion the message's main negative point

Question 18

The goal in an indirect claim message is to:

Accepted Answer

A)  ensure that you place the blame on the reader and his or her company. 
B)  convince your recipient that you deserve compensation for a situation that has occurred. 
C)  make sure the reader realizes his or her mistake. 
D)  ensure that the reader does not think you are disappointed by their actions. 
E)  make the reader feel guilty and responsible for his or her actions. 
A)  ensure that you place the blame on the reader and his or her company. 
B)  convince your recipient that you deserve compensation for a situation that has occurred. 
C)  make sure the reader realizes his or her mistake. 
D)  ensure that the reader does not think you are disappointed by their actions. 
E)  make the reader feel guilty and responsible for his or her actions.

Question 19

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

Accepted Answer

A)  "We have received your message requesting for the use of our duplicating equipment and wish we could help." 
B)  "Your message has been sent to me for consideration." 
C)  "We deeply regret that our duplication 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. The youth you serve are clearly benefiting from your efforts." 
E)  "Although we would like to grant your request, we are not able to do so at this time." 
A)  "We have received your message requesting for the use of our duplicating equipment and wish we could help." 
B)  "Your message has been sent to me for consideration." 
C)  "We deeply regret that our duplication 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. The youth you serve are clearly benefiting from your efforts." 
E)  "Although we would like to grant your request, we are not able to do so at this time."

Question 20

Select the best of these closing sentences for a message refusing to participate as a speaker at an event.

Accepted Answer

A)  "I wish the event turns out to be a great success." 
B)  "I regret that I must refuse." 
C)  "I sincerely hope that you understand why I made this decision." 
D)  "Perhaps next time I will not have to refuse." 
E)  "Please forgive me this time." 
A)  "I wish the event turns out to be a great success." 
B)  "I regret that I must refuse." 
C)  "I sincerely hope that you understand why I made this decision." 
D)  "Perhaps next time I will not have to refuse." 
E)  "Please forgive me this time."

Which of the following is the best way to begin a message refusing an adjustment on an electric mixer?

In terms of refusing requests, opening with the bad news that one is refusing the reader's request helps maintain goodwill.

Which of the following is best when describing your problem in an indirect claim message?

Which of the following is true of the use of a strategic buffer when writing bad-news messages?

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

Which of the following is the first step in the general plan to refusing requests?

Which of the following phrases should be used to begin a message for refusing requests?

Research studies indicate that negative news is received more positively when there is no preceding explanation.

In an indirect claim message, one's final words should not indicate that one is trying to maintain a positive relationship.

In a bad-news message, a buffer refers to an opening that identifies the subject of the message but does not indicate overtly that negative news is coming.

Which of the following is true of writing a claim message?

The primary challenge while making an adjustment refusal is to explain the reasons for the refusal.

Briefly describe how to present bad news positively.

Which of the following is the last step to be taken while outlining your claim message?

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

In a claim message, one's goal must be to convince one's recipient that one deserve some kind of compensation or remedy even if it may sound accusatory.

Which of the following is appreciated by readers when receiving a bad-news message?

The goal in an indirect claim message is to:

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

Select the best of these closing sentences for a message refusing to participate as a speaker at an event.

Understanding Workplace Communication

Communicating Across Cultures

Adapting Your Words to Your Readers

Constructing Clear Sentences and Paragraphs

Writing for a Positive Effect

Developing Your Writing Process and Choosing the Best Form

Getting to the Point in Good-News and Neutral Messages

Making Your Case With Persuasive Messages and Proposals

Conducting a Winning Job Campaign

Preparing Informative and Influential Business Reports

Choosing the Right Type of Report

Conducting Research for Decision Makers

Using Visuals to Make Your Point

Communicating Effectively in Meetings and Conversations

Delivering Oral Reports and Business Speeches

Leveraging Technology for Better Writing

Conveying Professionalism Through Correctness

Filters

Exam 8: Maintaining Goodwill in Bad-News Messages

Which of the following is the best way to begin a message refusing an adjustment on an electric mixer?

In terms of refusing requests, opening with the bad news that one is refusing the reader's request helps maintain goodwill.

Which of the following is best when describing your problem in an indirect claim message?

Which of the following is true of the use of a strategic buffer when writing bad-news messages?

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

Which of the following is the first step in the general plan to refusing requests?

Which of the following phrases should be used to begin a message for refusing requests?

Research studies indicate that negative news is received more positively when there is no preceding explanation.

In an indirect claim message, one's final words should not indicate that one is trying to maintain a positive relationship.

In a bad-news message, a buffer refers to an opening that identifies the subject of the message but does not indicate overtly that negative news is coming.

Which of the following is true of writing a claim message?

The primary challenge while making an adjustment refusal is to explain the reasons for the refusal.

Briefly describe how to present bad news positively.

Which of the following is the last step to be taken while outlining your claim message?

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

In a claim message, one's goal must be to convince one's recipient that one deserve some kind of compensation or remedy even if it may sound accusatory.

Which of the following is appreciated by readers when receiving a bad-news message?

The goal in an indirect claim message is to:

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

Select the best of these closing sentences for a message refusing to participate as a speaker at an event.

Understanding Workplace Communication

Communicating Across Cultures

Adapting Your Words to Your Readers

Constructing Clear Sentences and Paragraphs

Writing for a Positive Effect

Developing Your Writing Process and Choosing the Best Form

Getting to the Point in Good-News and Neutral Messages

Making Your Case With Persuasive Messages and Proposals

Conducting a Winning Job Campaign

Preparing Informative and Influential Business Reports

Choosing the Right Type of Report

Conducting Research for Decision Makers

Using Visuals to Make Your Point

Communicating Effectively in Meetings and Conversations

Delivering Oral Reports and Business Speeches

Leveraging Technology for Better Writing

Conveying Professionalism Through Correctness

Filters