Question 1

How should one word the closing in a refusal letter?

Accepted Answer

Even a skillfully handled refusal is the

Question 2

Which of the following is true of setting up the negative news in an indirect-order message?

Accepted Answer

A)  You should not cushion the message's main negative point. 
B)  You could cite the expert opinion of authorities whom both you and your reader respect. 
C)  You should directly deliver the message without explanation. 
D)  You could express yourself in a blunt manner to the reader. 
E)  You must never offer an alternative solution to the reader. 
A)  You should not cushion the message's main negative point. 
B)  You could cite the expert opinion of authorities whom both you and your reader respect. 
C)  You should directly deliver the message without explanation. 
D)  You could express yourself in a blunt manner to the reader. 
E)  You must never offer an alternative solution to the reader.

Question 3

When writing indirect claim messages, in the body of the message, one must ensure that one uses firm language to express one's displeasure.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following phrases is best to begin an adjustment refusal message?

Accepted Answer

A)  "Refusal of your July 7 claim.." 
B)  "Why your July 7 claim is not justified..." 
C)  "The facts concerning our request for adjustment.." 
D)  "Your recent request for adjustment..." 
E)  "Your July 7 request for adjustment..." 
A)  "Refusal of your July 7 claim.." 
B)  "Why your July 7 claim is not justified..." 
C)  "The facts concerning our request for adjustment.." 
D)  "Your recent request for adjustment..." 
E)  "Your July 7 request for adjustment..."

Question 5

After reading bad news, readers usually appreciate a sincerely worded expression of regret more than being offered an alternative solution.

Accepted Answer

A) True 
 B)False

Question 6

When refusing requests, an on-subject comment in the beginning of the reply clearly marks the message as a response to the inquiry.

Accepted Answer

A) True 
 B)False

Question 7

How do you choose the right tone in indirect claims?

Accepted Answer

Your goal in a claim message is to convi

Question 8

The closing in a negative announcement should:

Accepted Answer

A)  be bluntly stated. 
B)  justify why it is not your fault. 
C)  express your grievances leading to the negative situation. 
D)  be focused on your emotions. 
E)  cement your effort to cover the matter positively. 
A)  be bluntly stated. 
B)  justify why it is not your fault. 
C)  express your grievances leading to the negative situation. 
D)  be focused on your emotions. 
E)  cement your effort to cover the matter positively.

Question 9

Which of the following is the first step while making a general plan while making an adjustment refusal?

Accepted Answer

A)  To use words that are on subject and be neutral about the decision 
B)  To present the strategy that explains or justifies being factual and positive 
C)  To directly inform the reader of their mistakes that led to the refusal 
D)  To maintain a tone that is positive, forward-looking, with friendly words 
E)  To refuse clearly and positively, perhaps including a counterproposal 
A)  To use words that are on subject and be neutral about the decision 
B)  To present the strategy that explains or justifies being factual and positive 
C)  To directly inform the reader of their mistakes that led to the refusal 
D)  To maintain a tone that is positive, forward-looking, with friendly words 
E)  To refuse clearly and positively, perhaps including a counterproposal

Question 10

Which of the following is the best way to present one's reasoning for bad news to be conveyed to a customer?

Accepted Answer

A)  "The phone was damaged because you used it improperly, so nothing can be done." 
B)  "I cannot help you in any way as the fault is entirely yours." 
C)  "The rules of the company were clearly stated and your claim cannot be accepted." 
D)  "You made the mistake of misusing your product so I cannot help you in any way." 
E)  "Company policies do not allow us to return to stock products with broken seals for the safety of our stakeholders." 
A)  "The phone was damaged because you used it improperly, so nothing can be done." 
B)  "I cannot help you in any way as the fault is entirely yours." 
C)  "The rules of the company were clearly stated and your claim cannot be accepted." 
D)  "You made the mistake of misusing your product so I cannot help you in any way." 
E)  "Company policies do not allow us to return to stock products with broken seals for the safety of our stakeholders."

Question 11

In terms of bad-news messages, for almost any negative-news situation that one can think of, there is something one can do to help the reader with his or her problem.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following is the best strategy when setting up the negative news in an indirect-order message?

Accepted Answer

A)  To never offer an alternative solution 
B)  To show that your reasons for the negative decision actually will benefit the reader in the long run 
C)  To use a blunt manner to explain where the reader went wrong 
D)  To directly deliver the message without explanation 
E)  To refrain from cushioning the message's main negative point 
A)  To never offer an alternative solution 
B)  To show that your reasons for the negative decision actually will benefit the reader in the long run 
C)  To use a blunt manner to explain where the reader went wrong 
D)  To directly deliver the message without explanation 
E)  To refrain from cushioning the message's main negative point

Question 13

Which of the following is the most ideal approach to refusing requests?

Accepted Answer

A)  Presenting the facts in a blunt manner 
B)  Not offering an alternative solution 
C)  Not trying to cushion the bad news 
D)  Finding a fair and reasonable explanation 
E)  Making sure not to put any explanation and just maintaining the main goal to convey the refusal 
A)  Presenting the facts in a blunt manner 
B)  Not offering an alternative solution 
C)  Not trying to cushion the bad news 
D)  Finding a fair and reasonable explanation 
E)  Making sure not to put any explanation and just maintaining the main goal to convey the refusal

Question 14

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

Accepted Answer

A)  "You must resolve my problem by May 22, or I will report you to the Better Business Bureau." 
B)  "It would be extremely difficult for me to recommend you to others after this incident." 
C)  "I would be thankful if you could solve this problem by Monday." 
D)  "On the basis of my experience with your inferior product, I demand a refund." 
E)  "You have been extremely disappointing in meeting your claims of prompt delivery." 
A)  "You must resolve my problem by May 22, or I will report you to the Better Business Bureau." 
B)  "It would be extremely difficult for me to recommend you to others after this incident." 
C)  "I would be thankful if you could solve this problem by Monday." 
D)  "On the basis of my experience with your inferior product, I demand a refund." 
E)  "You have been extremely disappointing in meeting your claims of prompt delivery."

Question 15

In a bad-news message, a preliminary explanation is not required because it cannot cushion the shock of bad news.

Accepted Answer

A) True 
 B)False

How should one word the closing in a refusal letter?

Which of the following is true of setting up the negative news in an indirect-order message?

When writing indirect claim messages, in the body of the message, one must ensure that one uses firm language to express one's displeasure.

Which of the following phrases is best to begin an adjustment refusal message?

After reading bad news, readers usually appreciate a sincerely worded expression of regret more than being offered an alternative solution.

When refusing requests, an on-subject comment in the beginning of the reply clearly marks the message as a response to the inquiry.

How do you choose the right tone in indirect claims?

The closing in a negative announcement should:

Which of the following is the first step while making a general plan while making an adjustment refusal?

Which of the following is the best way to present one's reasoning for bad news to be conveyed to a customer?

In terms of bad-news messages, for almost any negative-news situation that one can think of, there is something one can do to help the reader with his or her problem.

Which of the following is the best strategy when setting up the negative news in an indirect-order message?

Which of the following is the most ideal approach to refusing requests?

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

In a bad-news message, a preliminary explanation is not required because it cannot cushion the shock of bad news.

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

How should one word the closing in a refusal letter?

Which of the following is true of setting up the negative news in an indirect-order message?

When writing indirect claim messages, in the body of the message, one must ensure that one uses firm language to express one's displeasure.

Which of the following phrases is best to begin an adjustment refusal message?

After reading bad news, readers usually appreciate a sincerely worded expression of regret more than being offered an alternative solution.

When refusing requests, an on-subject comment in the beginning of the reply clearly marks the message as a response to the inquiry.

How do you choose the right tone in indirect claims?

The closing in a negative announcement should:

Which of the following is the first step while making a general plan while making an adjustment refusal?

Which of the following is the best way to present one's reasoning for bad news to be conveyed to a customer?

In terms of bad-news messages, for almost any negative-news situation that one can think of, there is something one can do to help the reader with his or her problem.

Which of the following is the best strategy when setting up the negative news in an indirect-order message?

Which of the following is the most ideal approach to refusing requests?

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

In a bad-news message, a preliminary explanation is not required because it cannot cushion the shock of bad news.

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