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 clearlyF) C) and D)
G) A) and E)

Question 2

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

Accepted Answer

A) True 
 B)False

Question 3

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 4

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.F) A) and B)
G) A) and C)

Question 5

One useful technique for presenting bad news positively is to present your reasoning using first and third person while avoiding second person.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following guidelines should be followed when delivering messages that carry 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 mistake in the future.
E)   Give the reader the impression that the situation is positive by not emphasizing the negative news.F) A) and B)
G) A) and C)

Question 7

In the context of writing a request refusal when you are completely in the right,you can use hostile or defensive language to firmly establish why the refusal must be made.

Accepted Answer

A) True 
 B)False

Question 8

The direct approach could be a good choice for a bad-news message if you expect

Accepted Answer

A)   the news to be accepted as a routine part of a business relationship.
B)   the customer will be shocked by the news.
C)   the news will make the reader angry or upset.
D)   to be able to solve the problem within a few days.
E)   to surprise the reader by presenting good news.F) C) and D)
G) B) and C)

Question 9

One of the ways to take the sting out of bad news is to link it with a reader benefit.

Accepted Answer

A) True 
 B)False

Question 10

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

Accepted Answer

A)   The tablet 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.F) B) and D)
G) A) and C)

Question 11

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 12

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.F) B) and C)
G) A) and B)

Question 13

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

Accepted Answer

A)   If you must say "no," it is best to use the direct approach.
B)   It is best to use the indirect approach if you expect your reader to accept the negative news routinely.
C)   A direct approach may be appropriate if you need to convince your readers that there is a problem they must act to solve.
D)   The indirect approach should be used with all bad-news messages.
E)   The direct approach should be used if you expect your message to shock or anger your reader.F) B) and C)
G) All of the above

Question 14

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 counterproposalF) C) and E)
G) A) and E)

Question 15

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 16

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.F) C) and E)
G) B) and C)

Question 17

Dexter needs to write a message refusing a request for the use of a company's garden space for a photo shoot.Which of the following is the best way to begin?

Accepted Answer

A)   We have already rented the space to another group for the month.
B)   We wish we could help you because the arts are important.
C)   This is to inform you that company property cannot be used for your purpose.
D)   Thank you for letting us know about your interest in our garden facility.
E)   Although we would like to grant your request,we are not able to do so at this time.F) B) and E)
G) D) and E)

Question 18

Describe how a strategy is developed when writing adjustment refusals.

Accepted Answer

The primary difference between an adjust...

Question 19

Nils is asked to participate as a speaker at an official event,but he decides to write a message declining the request.Which of the following sentences should Nils use to end his message?

Accepted Answer

A)   I hope the event turns out to be a great success.
B)   It is with regret that I must refuse your request.
C)   I hope that you understand why I made this decision.
D)   Perhaps next time I will not have to refuse such an offer.
E)   As you know,I have valid reasons for not attending this event.F) C) and E)
G) A) and D)

Question 20

Which of the following statements would be best included in making your case in an adjustment refusal?

Accepted Answer

A)   You should not have placed the toaster in the dishwasher.
B)   The warranty on the product expired in 2015.
C)   If you had followed the product instructions,this would not have happened.
D)   You made a mistake when you failed to follow the product instructions.
E)   I am sorry that you failed to read the warning label.F) D) and E)
G) C) and D)

Exam 9: Writing Bad-News Messages

Which of the following statements would be best included in making your case in an adjustment refusal?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Nils is asked to participate as a speaker at an official event,but he decides to write a message declining the request.Which of the following sentences should Nils use to end his message?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

One useful technique for presenting bad news positively is to present your reasoning using first and third person while avoiding second person.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

One of the ways to take the sting out of bad news is to link it with a reader benefit.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The direct approach could be a good choice for a bad-news message if you expect

Correct AnswerverifiedShow Answer

The closing in a negative announcement should

Correct AnswerverifiedShow Answer

Dexter needs to write a message refusing a request for the use of a company's garden space for a photo shoot.Which of the following is the best way to begin?

Correct AnswerverifiedShow Answer

In the context of writing a request refusal when you are completely in the right,you can use hostile or defensive language to firmly establish why the refusal must be made.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Describe how a strategy is developed when writing adjustment refusals.

Correct AnswerverifiedThe primary difference between an adjust...View AnswerShow Answer

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The primary difference between an adjust...
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