Question 1

Explain the role of a strategic buffer in a bad-news message.

Accepted Answer

Indirect messages presenting bad news of...

Question 2

Which of the following should you avoid while selecting a strategy for announcing negative news?

Accepted Answer

A)   Cementing your effort to cover the matter positively
B)   Choosing the option that will most likely prepare your reader to accept the coming bad news
C)   Leaving your readers feeling that you have considered their interests
D)   Informing the audience bluntly about the negative news
E)   Selecting a strategy that will set up or begin the explanation that justifies the announcementF) C) and E)
G) A) and E)

Question 3

In indirect claims, one must make sure that one clearly express one's disappointment at the action taken.

Accepted Answer

A) True 
 B)False

Question 4

One good way of setting up one's strategy to make an adjustment refusal is by never beginning on a point of common agreement as it dilutes the main point.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following phrases is best to begin an indirect claim message?

Accepted Answer

A)   "Please refer to my order dated May 1 about..."
B)   "We appreciate the prompt handling of our order..."
C)   "Upon checking your shipment I found all to be in order except for.."
D)   "I was very disappointed to see that seven of the Waldon China sets received under Invoice 717 were broken..."
E)   "Your inefficiency and carelessness in packing has caused the damage of..."F) B) and D)
G) A) and E)

Question 6

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

Accepted Answer

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

Question 7

Which of the following sentences is an example of a good way to present bad news?

Accepted Answer

A)   "State law prohibits us from returning any product with a broken seal back into our stock."
B)   "Since you have broken the seal, state law prohibits us from returning the product to stock."
C)   "You made the mistake of breaking the product's seal, which prohibits us from returning the product to stock."
D)   "If you had not broken the seal, we could have returned the product to stock."
E)   "We can understand why you broke the seal, but now we can't return the product to stock."F) A) and C)
G) A) and E) A

Question 8

When making a negative announcement, one must remember that an indirect, tactful approach is usually better than a blunt "loud" approach.

Accepted Answer

A) True 
 B)False  True

Question 9

Describe the outline for the general plan for refused requests.

Accepted Answer

The outline for a refused request has th...

Question 10

What strategies should one consider when faced with the situation of making a negative announcement?

Accepted Answer

When faced with the problem of making a ...

Question 11

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

Accepted Answer

A)   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 as part of the goodwill closing.
D)   before the paragraph stating the reasoning.
E)   before the paragraph that calls attention to the facts of the case.F) A) and E)
G) D) and E) B

Question 12

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

Accepted Answer

As in other refusal messages, your refus...

Question 13

Which of the following would be least effective in a closing message for a refusal?

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 counterproposalF) A) and E)
G) None of the above

Question 14

The best approach to stating the problem in an indirect claim request message is to:

Accepted Answer

A)   build up to it in the second paragraph.
B)   state it in the first paragraph.
C)   state it at the end of the last paragraph after a long explanation.
D)   state it in the last sentence of the message.
E)   state it in the middle of the second paragraph.F) None of the above
G) A) and B)

Question 15

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

Accepted Answer

A)   Your strategy should include a message which does not cushion the negative point.
B)   Your strategy might be to explain the fairness of a certain action.
C)   Your strategy should include direct delivery of the message without explanation.
D)   Your strategy might be to use a blunt manner of explaining where the reader went wrong.
E)   Your strategy must be to never offer an alternative solution.F) A) and D)
G) None of the above

Question 16

The most appropriate approach to follow in writing a message presenting the facts about an indirect claim is to:

Accepted Answer

A)   show your anger as you present the facts.
B)   state directly that the reader's company was at fault.
C)   clearly and objectively present the facts.
D)   skillfully avoid stating the negative facts.
E)   demand compensation because the facts are already known to the reader.F) B) and C)
G) D) and E)

Question 17

When writing bad-news messages, a preceding explanation can convince the reader that the writer's position is correct.

Accepted Answer

A) True 
 B)False

Question 18

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

Accepted Answer

A)   "For these reasons, we can give a full refund only when.."
B)   "If only you had..."
C)   "We must refuse..."
D)   "I regret to inform you..."
E)   "Company policy states that..."F) A) and C)
G) None of the above

Question 19

The most appropriate statement for ending a message refusing an important request involves:

Accepted Answer

A)   a final reminder of the main reason for the refusal.
B)   a sincere expression of regret.
C)   a promise that you will grant the request in the future.
D)   an adapted goodwill comment.
E)   an apology for causing inconvenience to the customer.F) A) and B)
G) A) and E)

Question 20

Which of the following options is best for the closing of an adjustment refusal message?

Accepted Answer

A)   An appropriate, positive comment
B)   A negative apology
C)   A reference to the problem
D)   A detailed description of the reader's mistakes
E)   A statement of facts which shows the reader is to blameF) C) and D)
G) B) and D)

Exam 8: Maintaining Goodwill in Bad-News Messages

Explain the role of a strategic buffer in a bad-news message.

Correct AnswerverifiedIndirect messages presenting bad news of...View AnswerShow Answer

Which of the following should you avoid while selecting a strategy for announcing negative news?

Correct AnswerverifiedShow Answer

In indirect claims, one must make sure that one clearly express one's disappointment at the action taken.

Correct AnswerverifiedShow Answer

One good way of setting up one's strategy to make an adjustment refusal is by never beginning on a point of common agreement as it dilutes the main point.

Correct AnswerverifiedShow Answer

Which of the following phrases is best to begin an indirect claim message?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following sentences is an example of a good way to present bad news?

Correct AnswerverifiedA

When making a negative announcement, one must remember that an indirect, tactful approach is usually better than a blunt "loud" approach.

Correct AnswerverifiedTrue

Describe the outline for the general plan for refused requests.

Correct AnswerverifiedThe outline for a refused request has th...View AnswerShow Answer

What strategies should one consider when faced with the situation of making a negative announcement?

Correct AnswerverifiedWhen faced with the problem of making a ...View AnswerShow Answer

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

Correct AnswerverifiedB

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

Correct AnswerverifiedAs in other refusal messages, your refus...View AnswerShow Answer

Which of the following would be least effective in a closing message for a refusal?

Correct AnswerverifiedShow Answer

The best approach to stating the problem in an indirect claim request message is to:

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The most appropriate approach to follow in writing a message presenting the facts about an indirect claim is to:

Correct AnswerverifiedShow Answer

When writing bad-news messages, a preceding explanation can convince the reader that the writer's position is correct.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The most appropriate statement for ending a message refusing an important request involves:

Correct AnswerverifiedShow Answer

Which of the following options is best for the closing of an adjustment refusal message?

Correct AnswerverifiedShow Answer

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Indirect messages presenting bad news of...
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A

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True

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The outline for a refused request has th...
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When faced with the problem of making a ...
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B

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As in other refusal messages, your refus...
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