Exam 11: Writing Negative Messages

If you do all of the following except ________, you can close a negative message in a positive way.

If you choose to apologize in a negative message, you should

Which of the following statements does the best job of delivering bad news clearly and kindly?

Whether or not you should apologize when delivering bad news about transactions depends mainly on

A woman returns a formal dress to your store, asking for a refund. The bodice is stained and the hemline is torn, but she says she is returning it unworn because it doesn't fit. Which of the following would be the best way to refuse her request for a refund?

Rewrite the following sentence using more respectful wording: "You shouldn't have put the blender into the dishwasher."

One way to avoid being accused of defamation is to stick to the facts when communicating with customers.

In closing negative messages, it is always best to encourage additional communication.

Employees who observe illegal or unethical behavior in the workplace may resort to ________ if they're unable to resolve the problems through normal channels.

Avoid hiding behind ________ ________ to justify the bad news you are delivering in a negative message.

In refusing a customer's request for adjustment, you are concerned about possible defamation charges. You should

In the ________ approach for negative messages, the bad news comes after the reasons supporting the decision.

When responding to rumors and countering negative information in a social media environment, a company should not

Your communication goals do not include ________ if you're sending bad news about transactions.

To reject someone as clearly and kindly as possible, do all of the following except

When you're planning a negative message, ________ in order to minimize the damage to business relationships and encourage acceptance of your message.

List three techniques for deemphasizing bad news.

You are faced with informing your supervisor about massive production delays. Company policy dictates that you must provide this information in writing. What questions should you consider when deciding between the direct and indirect approaches for your message?

If a customer makes an unreasonable claim against your company, there is no need for you to explain why you are rejecting it.

When you deliver bad news about business transactions (such as a delayed order shipment), you should always apologize to the audience.