Question 1

What is the recommended order for messages that deliver bad news?

Accepted Answer

A) buffer, reasons, bad news, pleasant closing 
B) buffer, bad news, reasons, pleasant closing 
C) reasons, buffer, bad news, pleasant closing 
D) bad news, reasons, buffer, pleasant closing 
A) buffer, reasons, bad news, pleasant closing 
B) buffer, bad news, reasons, pleasant closing 
C) reasons, buffer, bad news, pleasant closing 
D) bad news, reasons, buffer, pleasant closing A

Question 2

How does your textbook define a buffer?

Accepted Answer

A) a writing strategy used to avoid liability 
B) a writing strategy used to soften the blow of bad news 
C) a writing technique used to promote resale of your products 
D) a writing technique used in messages written using the direct strategy 
A) a writing strategy used to avoid liability 
B) a writing strategy used to soften the blow of bad news 
C) a writing technique used to promote resale of your products 
D) a writing technique used in messages written using the direct strategy B

Question 3

One important reason to begin a negative message with a buffer in the opening is to make sure the reader knows that your decision is non-negotiable.

Accepted Answer

A) True 
 B)False  False

Question 4

A ____________-________ letter or e-mail is important when personal contact is impossible. (hyphenated word)

Accepted Answer

The answer of A ____________-________ letter or e-mail is important...

Question 5

It is always better to imply the bad news instead of coming right out and saying it directly.

Accepted Answer

A) True 
 B)False

Question 6

When you decide to apologize in a negative message, you should save the apology for the closing so that the reader will be left with a sense that you are truly remorseful.

Accepted Answer

A) True 
 B)False

Question 7

To decide whether a message may be perceived as unethical or manipulative, it is important to consider the sender's motives.

Accepted Answer

A) True 
 B)False

Question 8

You are writing to refuse a request. However, instead of stating your refusal explicitly, you cushion the bad news by implying your refusal. You re-read your message, remembering an important caution mentioned in your text about using this strategy. What is that caution?

Accepted Answer

A) When the refusal isn't explicitly stated, the reader may assume that you believe he/she was at fault. 
B) Implying the refusal generally makes the tone of the message unnecessarily harsh. 
C) The refusal may be so subtle that the reader may not understand that you are refusing the request. 
D) The reader may be offended because the refusal was indirect. 
A) When the refusal isn't explicitly stated, the reader may assume that you believe he/she was at fault. 
B) Implying the refusal generally makes the tone of the message unnecessarily harsh. 
C) The refusal may be so subtle that the reader may not understand that you are refusing the request. 
D) The reader may be offended because the refusal was indirect.

Question 9

Which statement best reflects the advice given in your textbook about refusing requests?

Accepted Answer

A) Try to place the refusal in the middle of a paragraph or in a subordinate clause. 
B) In the closing, refer to the bad news and apologize sincerely. 
C) Always include sales promotion or resale information in your refusal letter. 
D) Use words such as regret, sorry and unfortunately often so that the reader knows that you care. 
A) Try to place the refusal in the middle of a paragraph or in a subordinate clause. 
B) In the closing, refer to the bad news and apologize sincerely. 
C) Always include sales promotion or resale information in your refusal letter. 
D) Use words such as regret, sorry and unfortunately often so that the reader knows that you care.

Question 10

The ___________________ strategy is usually most effective for bad-news messages that must demonstrate determination and strength.

Accepted Answer

The answer of The ___________________ strategy is usually most effective...

Question 11

One important reason to include a buffer in the opening of a negative message is to increase the likelihood that the reader will keep reading.

Accepted Answer

A) True 
 B)False

Question 12

When breaking bad news to employees, it is extremely important to provide clear, convincing _________________ to explain the decision.

Accepted Answer

The answer of When breaking bad news to employees, it...

Question 13

The ________________ pattern appeals to efficiency-oriented writers who do NOT want to waste time trying to soften the effects of bad news.

Accepted Answer

The answer of The ________________ pattern appeals to efficiency-oriented writers...

Question 14

Which sentence is most effective for a letter refusing a job to a candidate who has been interviewed?

Accepted Answer

A) Unfortunately, we interviewed several candidates with stronger CVs. 
B) Although we are unable to hire you at this time, it was a pleasure to meet you last week. 
C) Aaron Bajwa and I were extremely impressed with your CV and your performance in our interview last week. We think you have a great career ahead of you. 
D) Aaron Bajwa and I enjoyed meeting with you last week and learning about your impressive educational and work experience in the field of accounting. 
A) Unfortunately, we interviewed several candidates with stronger CVs. 
B) Although we are unable to hire you at this time, it was a pleasure to meet you last week. 
C) Aaron Bajwa and I were extremely impressed with your CV and your performance in our interview last week. We think you have a great career ahead of you. 
D) Aaron Bajwa and I enjoyed meeting with you last week and learning about your impressive educational and work experience in the field of accounting.

Question 15

Most readers will accept bad news more easily if they understand that it is simply company policy.

Accepted Answer

A) True 
 B)False

Question 16

You work at a large manufacturing firm. Your job is to complete the paperwork to ensure that orders are filled correctly and shipped promptly and to respond to customers' queries about orders. Which of the following would be your best response when you receive a complaint from an important client about an error in a shipment?

Accepted Answer

A) Postpone replying to the customer's complaint for a few days while you are busy filling new orders. 
B) Deal with the problem by contacting the customer immediately and personally. 
C) Rather than calling the customer, take the time to write and mail a formal business letter indicating that you will look into the error. 
D) Ignore the customer's complaint because you think that the customer made an error on the original order. 
A) Postpone replying to the customer's complaint for a few days while you are busy filling new orders. 
B) Deal with the problem by contacting the customer immediately and personally. 
C) Rather than calling the customer, take the time to write and mail a formal business letter indicating that you will look into the error. 
D) Ignore the customer's complaint because you think that the customer made an error on the original order.

Question 17

The following statement is an example of a buffer. What kind of buffer does it illustrate? The number of employees at our location has doubled over the last ten years, making parking a challenge.

Accepted Answer

A) provides facts or objective information 
B) starts by offering the best news 
C) makes a statement about which both the sender and receiver will agree 
D) expresses appreciation 
A) provides facts or objective information 
B) starts by offering the best news 
C) makes a statement about which both the sender and receiver will agree 
D) expresses appreciation

Question 18

You need to write a bad news message that refuses a customer's request for confidential information that both federal law and company policy prohibit releasing to the public. According to the textbook, which sentence would be most appropriate?

Accepted Answer

A) Our company abides by federal legislation prohibiting the release of the information you requested. 
B) I would be subject to a severe penalty if I were to send you the information you requested. 
C) You should know that no company would release this kind of information. 
D) I am very sorry that I cannot send you the information you requested. I know that you will be disappointed and I sincerely apologize. 
A) Our company abides by federal legislation prohibiting the release of the information you requested. 
B) I would be subject to a severe penalty if I were to send you the information you requested. 
C) You should know that no company would release this kind of information. 
D) I am very sorry that I cannot send you the information you requested. I know that you will be disappointed and I sincerely apologize.

Question 19

When a business problem arises, it is usually best to allow a cooling-off period of several days before responding.

Accepted Answer

A) True 
 B)False

Question 20

This sentence is an effective buffer: Thanks for telling us about your experience when dining at our restaurant and for giving us a chance to look at the situation.

Accepted Answer

A) True 
 B)False

What is the recommended order for messages that deliver bad news?

How does your textbook define a buffer?

One important reason to begin a negative message with a buffer in the opening is to make sure the reader knows that your decision is non-negotiable.

A ____- letter or e-mail is important when personal contact is impossible. (hyphenated word)

It is always better to imply the bad news instead of coming right out and saying it directly.

When you decide to apologize in a negative message, you should save the apology for the closing so that the reader will be left with a sense that you are truly remorseful.

To decide whether a message may be perceived as unethical or manipulative, it is important to consider the sender's motives.

You are writing to refuse a request. However, instead of stating your refusal explicitly, you cushion the bad news by implying your refusal. You re-read your message, remembering an important caution mentioned in your text about using this strategy. What is that caution?

Which statement best reflects the advice given in your textbook about refusing requests?

The ___________________ strategy is usually most effective for bad-news messages that must demonstrate determination and strength.

One important reason to include a buffer in the opening of a negative message is to increase the likelihood that the reader will keep reading.

When breaking bad news to employees, it is extremely important to provide clear, convincing _________________ to explain the decision.

The ________________ pattern appeals to efficiency-oriented writers who do NOT want to waste time trying to soften the effects of bad news.

Which sentence is most effective for a letter refusing a job to a candidate who has been interviewed?

Most readers will accept bad news more easily if they understand that it is simply company policy.

The following statement is an example of a buffer. What kind of buffer does it illustrate? The number of employees at our location has doubled over the last ten years, making parking a challenge.

You need to write a bad news message that refuses a customer's request for confidential information that both federal law and company policy prohibit releasing to the public. According to the textbook, which sentence would be most appropriate?

When a business problem arises, it is usually best to allow a cooling-off period of several days before responding.

This sentence is an effective buffer: Thanks for telling us about your experience when dining at our restaurant and for giving us a chance to look at the situation.

Career Success Begins With Communication Skills

Before You Write

Writing and Revising

E-Mails, Instant Messages, Memos

Letters

Persuasive Messages

Informal Reports

Proposals and Formal Reports

Communicating in Person: Professionalism, Etiquette, Teamwork and Meetings

Oral Presentations

The Job Search, Résumés, and Cover Letters

Interviews and Follow-Up

Filters

Exam 7: Negative Messages

What is the recommended order for messages that deliver bad news?

How does your textbook define a buffer?

One important reason to begin a negative message with a buffer in the opening is to make sure the reader knows that your decision is non-negotiable.

A ____________-________ letter or e-mail is important when personal contact is impossible. (hyphenated word)

It is always better to imply the bad news instead of coming right out and saying it directly.

When you decide to apologize in a negative message, you should save the apology for the closing so that the reader will be left with a sense that you are truly remorseful.

To decide whether a message may be perceived as unethical or manipulative, it is important to consider the sender's motives.

You are writing to refuse a request. However, instead of stating your refusal explicitly, you cushion the bad news by implying your refusal. You re-read your message, remembering an important caution mentioned in your text about using this strategy. What is that caution?

Which statement best reflects the advice given in your textbook about refusing requests?

The ___________________ strategy is usually most effective for bad-news messages that must demonstrate determination and strength.

One important reason to include a buffer in the opening of a negative message is to increase the likelihood that the reader will keep reading.

When breaking bad news to employees, it is extremely important to provide clear, convincing _________________ to explain the decision.

The ________________ pattern appeals to efficiency-oriented writers who do NOT want to waste time trying to soften the effects of bad news.

Which sentence is most effective for a letter refusing a job to a candidate who has been interviewed?

Most readers will accept bad news more easily if they understand that it is simply company policy.

The following statement is an example of a buffer. What kind of buffer does it illustrate? The number of employees at our location has doubled over the last ten years, making parking a challenge.

You need to write a bad news message that refuses a customer's request for confidential information that both federal law and company policy prohibit releasing to the public. According to the textbook, which sentence would be most appropriate?

When a business problem arises, it is usually best to allow a cooling-off period of several days before responding.

This sentence is an effective buffer: Thanks for telling us about your experience when dining at our restaurant and for giving us a chance to look at the situation.

Career Success Begins With Communication Skills

Before You Write

Writing and Revising

E-Mails, Instant Messages, Memos

Letters

Persuasive Messages

Informal Reports

Proposals and Formal Reports

Communicating in Person: Professionalism, Etiquette, Teamwork and Meetings

Oral Presentations

The Job Search, Résumés, and Cover Letters

Interviews and Follow-Up

Filters

A ____- letter or e-mail is important when personal contact is impossible. (hyphenated word)