Question 1

You should write a bad-news message in a way that the reader will accept the news as positively as possible.

Accepted Answer

A) True 
 B)False

Question 2

A preliminary explanation in a bad-news message does not cushion the shock of bad news.

Accepted Answer

A) True 
 B)False

Question 3

Which of the following would be the least effective closing subject matter for the refusal of a request?

Accepted Answer

A)   A friendly remark about the subject of the request
B)   Some helpful comments or suggestions
C)   An expression of interest in the reader's activities
D)   An apology for not being able to help
E)   A detailed counterproposalF) B) and E)
G) All of the above

Question 4

In composing a claim message using the indirect approach, you should _____.

Accepted Answer

A)   use an objective tone to advance your cause
B)   advance your cause with one-sided language
C)   never request a specific adjustment or alternative solution
D)   leave it to your reader to decide what is fair
E)   emphasize your feelings as much as possibleF) B) and C)
G) D) and E)

Question 5

Identify the best guideline to be followed when writing a negative announcement.

Accepted Answer

A)   You should avoid ending the announcement on a positive note as this can mislead the reader.
B)   You should reserve forward-looking closings for external announcements.
C)   You should avoid expressing gratitude as this can contradict the announcement.
D)   You should begin the announcement with complimentary or cordial talk.
E)   You should use a blunt or aggressive approach when making the announcement.F) C) and D)
G) A) and B)

Question 6

When writing claim messages in the indirect order, you should _____.

Accepted Answer

A)   maintain a harsh tone to emphasize the seriousness of the issue
B)   introduce the problem clearly in the first paragraph
C)   use emotional reasoning to persuade your reader to see your point of view
D)   end your message with a firm statement indicating your displeasure
E)   write your sentences in the active voiceF) A) and E)
G) A) and B)

Question 7

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

Accepted Answer

A)   You should explain the fairness of a certain action.
B)   You should present your reasoning after delivering the negative news.
C)   You should deliver the negative news without giving an explanation.
D)   You should bluntly explain where the reader went wrong.
E)   You should avoid offering an alternative solution to the reader.F) A) and C)
G) A) and B) A

Question 8

Which of the following is NOT a guideline that you should follow when writing a claim message?

Accepted Answer

A)   Your closing should indicate that you are trying to maintain a positive relationship.
B)   Because you expect resistance from your reader, you must write your message in active voice.
C)   Your message should give just enough information to allow the reader to make a judgment.
D)   If there were consequences to what happened, include them.
E)   Present your case using facts and logic and avoid focusing on your emotions.F) B) and E)
G) B) and D) B

Question 9

How should one begin an indirect claim message?

Accepted Answer

A claim message needs to identify the tr...

Question 10

Which of the following sentences presents the bad news most effectively?

Accepted Answer

A)   To keep our costs low and our prices competitive, we only give refunds for unused merchandise returned within 30 days with a receipt.
B)   Without a receipt there is no way we can refund your purchase.
C)   You obviously used the product, which means that you cannot receive a refund.
D)   Many customers lose their receipts, but we still cannot refund your purchase.
E)   We understand that you threw away the receipt because you planned to use the product, but that does not mean we can refund your money.F) A) and E)
G) A) and B)

Question 11

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

Accepted Answer

A)   A strategic buffer is an opening that is relevant to the message but does not state the bad news.
B)   A strategic buffer is used to deliver the message directly without a preceding explanation.
C)   A strategic buffer is used to convey bad news without hurting the sentiments of the reader.
D)   A strategic buffer is an opening that is not relevant to the topic of the message.
E)   A strategic buffer is used when the writer wants to avoid offering an alternative solution to the reader.F) None of the above
G) C) and D)

Question 12

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

Accepted Answer

A)   Place the blame on your company's policy or other external factors.
B)   Assume that you are right and that your reader is wrong.
C)   Avoid de-stressing the bad news when it is obvious that you are refusing a request.
D)   Ask your reader to place himself in your shoes.
E)   Find a fair and reasonable explanation for your refusal.F) A) and E)
G) B) and C)

Question 13

After reading bad news, readers usually appreciate a sincere apology more than an alternative solution.

Accepted Answer

A) True 
 B)False

Question 14

Derek is asked to participate as a speaker at an official event. A few days before the program, Derek decides to write a message declining the request. Which of the following sentences should Derek 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 attending this event.F) A) and E)
G) C) and E) A

Question 15

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

Accepted Answer

A)   You should manipulate the facts to permit a favorable decision.
B)   You should avoid seeking corrective action.
C)   You should first identify the situation and lead into the problem.
D)   You should end the message with an apology.
E)   You should not be firm when stating the facts.F) A) and B)
G) A) and D)

Question 16

Which of the following sentences is the most appropriate to use at the beginning of an indirect claim message?

Accepted Answer

A)   You must find a solution to this problem because it has repeatedly disappointed me.
B)   I would like to put forth a very serious complaint against your substandard services.
C)   We received our lawn mower on December 24.
D)   Based on my negative experience with your services, I demand a refund.
E)   You have not delivered your goods in proper condition.F) None of the above
G) A) and D)

Question 17

Which of the following phrases is the most appropriate 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 your request for adjustment are unclear at…
D)   Requests for adjustment at this time…
E)   Your July 7 request for adjustment…F) B) and D)
G) All of the above

Question 18

Select the guideline that would help create a good adjustment refusal message.

Accepted Answer

A)   Begin with words that are relevant to the topic and are neutral about the decision.
B)   Present your justification as bluntly as possible.
C)   Directly inform the readers of their mistakes that led to the refusal.
D)   End your message on a negative note to remind the reader of your decision.
E)   Refuse clearly and politely but avoid including a counterproposal.F) A) and E)
G) B) and D)

Question 19

When delivering bad news, you should _____.

Accepted Answer

A)   examine your apology for any legal implications
B)   end your message on a negative note
C)   avoid showing concern for your reader as it can be misconstrued
D)   begin with a summary of the preceding communications
E)   conclude with an expression of regret for delivering the bad newsF) D) and E)
G) None of the above

Question 20

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 informing us about your problems with your electric mixer.
B)   You should not have experienced problems with your electric mixer.
C)   You are right to expect your electric mixer to withstand normal kitchen use.
D)   Your message dated December 16 has been received.
E)   I am pleased to receive your request for an adjustment dated December 16.F) B) and C)
G) A) and C)

Exam 6: Writing Bad-News Messages

You should write a bad-news message in a way that the reader will accept the news as positively as possible.

Correct AnswerverifiedShow Answer

A preliminary explanation in a bad-news message does not cushion the shock of bad news.

Correct AnswerverifiedShow Answer

Which of the following would be the least effective closing subject matter for the refusal of a request?

Correct AnswerverifiedShow Answer

In composing a claim message using the indirect approach, you should _____.

Correct AnswerverifiedShow Answer

Identify the best guideline to be followed when writing a negative announcement.

Correct AnswerverifiedShow Answer

When writing claim messages in the indirect order, you should _____.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedA

Which of the following is NOT a guideline that you should follow when writing a claim message?

Correct AnswerverifiedB

How should one begin an indirect claim message?

Correct AnswerverifiedA claim message needs to identify the tr...View AnswerShow Answer

Which of the following sentences presents the bad news most effectively?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

After reading bad news, readers usually appreciate a sincere apology more than an alternative solution.

Correct AnswerverifiedShow Answer

Derek is asked to participate as a speaker at an official event. A few days before the program, Derek decides to write a message declining the request. Which of the following sentences should Derek use to end his message?

Correct AnswerverifiedA

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

Correct AnswerverifiedShow Answer

Which of the following sentences is the most appropriate to use at the beginning of an indirect claim message?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Select the guideline that would help create a good adjustment refusal message.

Correct AnswerverifiedShow Answer

When delivering bad news, you should _____.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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A claim message needs to identify the tr...
View Answer

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A

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