Question 1

Readers often accept bad news better when they feel that their requests have been heard and that they have been treated fairly.

Accepted Answer

A) True 
 B)False

Question 2

Although I am unable to speak to your class at this time, I sincerely appreciate your invitation effectively positions the bad news by placing it in a subordinate clause.

Accepted Answer

A) True 
 B)False

Question 3

We cannot allow you to return the tablet since you purchased it over 30 days ago effectively uses the passive voice to deliver the bad news.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following would be good advice to follow when writing a claim-denial letter?

Accepted Answer

A) Address your message To whom it may concern to keep the message objective and impersonal. 
B) Make sure that the customer knows what he or she has done incorrectly, so they won't make the same mistake again. 
C) Avoid you statements that sound preachy. 
D) Remind the customer that you are aware that most claims are fraudulent. 
A) Address your message To whom it may concern to keep the message objective and impersonal. 
B) Make sure that the customer knows what he or she has done incorrectly, so they won't make the same mistake again. 
C) Avoid you statements that sound preachy. 
D) Remind the customer that you are aware that most claims are fraudulent.

Question 5

You are writing a bad-news letter to the dean of your alma mater, who has asked you to speak at this year's graduation ceremony, but you have a prior commitment. You must come up with an effective buffer to begin your letter. Decide which technique you'll use, describe it, and write the actual buffer statement you would use.

Accepted Answer

The answer of You are writing a bad-news letter to...

Question 6

Which of the following sentences uses the passive voice to present the bad news?

Accepted Answer

A) We are unable to interview you for the social media specialist position at this time. 
B) Although we were impressed with your application, we have no positions available at this time. 
C) Although the social media specialist position has been filled, we wish you well in your job search. 
D) We are not hiring at this time, even though we are impressed with your credentials. 
A) We are unable to interview you for the social media specialist position at this time. 
B) Although we were impressed with your application, we have no positions available at this time. 
C) Although the social media specialist position has been filled, we wish you well in your job search. 
D) We are not hiring at this time, even though we are impressed with your credentials.

Question 7

Which of the following is the most effective statement in a letter to a customer about an order for which the customer has not yet paid?

Accepted Answer

A) We cannot ship your order until we receive your payment. 
B) Your order will be cancelled unless we receive your payment right away. 
C) As soon as we receive your payment, we'll ship your order. 
D) Your order has been cancelled because we have received no payment. 
A) We cannot ship your order until we receive your payment. 
B) Your order will be cancelled unless we receive your payment right away. 
C) As soon as we receive your payment, we'll ship your order. 
D) Your order has been cancelled because we have received no payment.

Question 8

When declining an invitation, a statement, such as Unfortunately, because of a fully booked schedule, I will be unable to serve as your keynote speaker, should be presented by itself in a short paragraph to ensure that it won't be overlooked.

Accepted Answer

A) True 
 B)False

Question 9

We again extend our sincere apologies for shipping your order late is an effective closing for a bad-news message.

Accepted Answer

A) True 
 B)False

Question 10

Rate increases and price hikes should always be communicated in a written letter and never announced online.

Accepted Answer

A) True 
 B)False

Question 11

Bad things that require the delivery of negative messages happen in all businesses.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following is the best example of an effective buffer in a bad-news letter telling a job applicant that she didn't get the position for which she interviewed?

Accepted Answer

A) Thank you for your application of March 13, wherein you applied for the medical clerk position. 
B) We are very sorry to have to tell you that the medical clerk position has been filled. 
C) We enjoyed meeting you last week to discuss your qualifications for the medical clerk position. 
D) We are absolutely thrilled to have an applicant with your exceptional qualifications. 
A) Thank you for your application of March 13, wherein you applied for the medical clerk position. 
B) We are very sorry to have to tell you that the medical clerk position has been filled. 
C) We enjoyed meeting you last week to discuss your qualifications for the medical clerk position. 
D) We are absolutely thrilled to have an applicant with your exceptional qualifications.

Question 13

The ____________________-guy syndrome refers to a situation in which the writer's statements make the reader feel better but may be misleading or inaccurate.

Accepted Answer

The answer of The ____________________-guy syndrome refers to a situation...

Question 14

To make sure that it is not overlooked, always state the refusal explicitly in a negative-news message.

Accepted Answer

A) True 
 B)False

Readers often accept bad news better when they feel that their requests have been heard and that they have been treated fairly.

Although I am unable to speak to your class at this time, I sincerely appreciate your invitation effectively positions the bad news by placing it in a subordinate clause.

We cannot allow you to return the tablet since you purchased it over 30 days ago effectively uses the passive voice to deliver the bad news.

Which of the following would be good advice to follow when writing a claim-denial letter?

Which of the following sentences uses the passive voice to present the bad news?

Which of the following is the most effective statement in a letter to a customer about an order for which the customer has not yet paid?

When declining an invitation, a statement, such as Unfortunately, because of a fully booked schedule, I will be unable to serve as your keynote speaker, should be presented by itself in a short paragraph to ensure that it won't be overlooked.

We again extend our sincere apologies for shipping your order late is an effective closing for a bad-news message.

Rate increases and price hikes should always be communicated in a written letter and never announced online.

Bad things that require the delivery of negative messages happen in all businesses.

Which of the following is the best example of an effective buffer in a bad-news letter telling a job applicant that she didn't get the position for which she interviewed?

The ____________________-guy syndrome refers to a situation in which the writer's statements make the reader feel better but may be misleading or inaccurate.

To make sure that it is not overlooked, always state the refusal explicitly in a negative-news message.

Business Communication in the Digital Age

Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette Skills

Intercultural Communication

Planning Business Messages

Organizing and Drafting Business Messages

Revising Business Messages

Short Workplace Messages and Digital Media

Positive Messages

Persuasive and Sales Messages

Reporting in the Workplace

Informal Business Reports

Proposals, Business Plans, and Formal Business Reports

Business Presentations

The Job Search and Résumés

Interviewing and Following up

Grammar Exercises

Filters

Exam 9: Negative Messages

Readers often accept bad news better when they feel that their requests have been heard and that they have been treated fairly.

Although I am unable to speak to your class at this time, I sincerely appreciate your invitation effectively positions the bad news by placing it in a subordinate clause.

We cannot allow you to return the tablet since you purchased it over 30 days ago effectively uses the passive voice to deliver the bad news.

Which of the following would be good advice to follow when writing a claim-denial letter?

Which of the following sentences uses the passive voice to present the bad news?

Which of the following is the most effective statement in a letter to a customer about an order for which the customer has not yet paid?

When declining an invitation, a statement, such as Unfortunately, because of a fully booked schedule, I will be unable to serve as your keynote speaker, should be presented by itself in a short paragraph to ensure that it won't be overlooked.

We again extend our sincere apologies for shipping your order late is an effective closing for a bad-news message.

Rate increases and price hikes should always be communicated in a written letter and never announced online.

Bad things that require the delivery of negative messages happen in all businesses.

Which of the following is the best example of an effective buffer in a bad-news letter telling a job applicant that she didn't get the position for which she interviewed?

The ____________________-guy syndrome refers to a situation in which the writer's statements make the reader feel better but may be misleading or inaccurate.

To make sure that it is not overlooked, always state the refusal explicitly in a negative-news message.

Business Communication in the Digital Age

Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette Skills

Intercultural Communication

Planning Business Messages

Organizing and Drafting Business Messages

Revising Business Messages

Short Workplace Messages and Digital Media

Positive Messages

Persuasive and Sales Messages

Reporting in the Workplace

Informal Business Reports

Proposals, Business Plans, and Formal Business Reports

Business Presentations

The Job Search and Résumés

Interviewing and Following up

Grammar Exercises

Filters