Question 1

Which of the following sentences best accentuates the positive?

Accepted Answer

A) We cannot accept credit card payments. 
B) We will gladly accept cash, cheque, or automatic debit card payments. 
C) You did not use an accepted payment method. 
D) Our website clearly states acceptable methods of payment. 
A) We cannot accept credit card payments. 
B) We will gladly accept cash, cheque, or automatic debit card payments. 
C) You did not use an accepted payment method. 
D) Our website clearly states acceptable methods of payment.

Question 2

When you must refuse a request, it is sometimes possible and effective to offer an alternative, a substitute, or a compromise.

Accepted Answer

A) True 
 B)False

Question 3

A __________________ clause often begins with words like although, because, since, and if.

Accepted Answer

The answer of A __________________ clause often begins with words...

Question 4

According to your text, where is the most appropriate place for the following sentence in a message refusing a request? Although I am busy on January 16, I would be pleased to speak to your International Business class if we can arrange a date that works with your schedule and mine.

Accepted Answer

A) in the buffer, so that the reader develops the proper mindset before reading the bad news 
B) as part of the transition that leads to the explanation 
C) after delivering the bad news but before the closing 
D) in the closing 
A) in the buffer, so that the reader develops the proper mindset before reading the bad news 
B) as part of the transition that leads to the explanation 
C) after delivering the bad news but before the closing 
D) in the closing

Question 5

Which of the following strategies is most likely to reinforce a reader's negative reaction to bad news?

Accepted Answer

A) using the passive voice 
B) putting the bad news in a subordinate clause 
C) closing the message by repeating the bad news and apologizing again 
D) including the bad news among other sentences, perhaps among your reasons 
A) using the passive voice 
B) putting the bad news in a subordinate clause 
C) closing the message by repeating the bad news and apologizing again 
D) including the bad news among other sentences, perhaps among your reasons

Question 6

Your account has been cancelled is an example of a sentence using a verb in the ________________ voice.

Accepted Answer

The answer of Your account has been cancelled is an...

Question 7

You are writing a negative message that includes the sentences below. According to your text, which sentence is the most important?

Accepted Answer

A) We are very happy that you chose to purchase two dozen XL200 black printer cartridges. 
B) We at TechMart Office Products strive to please all of our customers. 
C) Your receipt indicates that you purchased two dozen XL200 black cartridges nine months ago. The cartridges have a long shelf life, but the ink may degrade over time, Therefore, we guarantee optimal printing results for a period of six months from the date of purchase, as indicated on the receipt. 
D) We cannot issue a refund for the two dozen XL200 black printer cartridges you purchased nine months ago. 
A) We are very happy that you chose to purchase two dozen XL200 black printer cartridges. 
B) We at TechMart Office Products strive to please all of our customers. 
C) Your receipt indicates that you purchased two dozen XL200 black cartridges nine months ago. The cartridges have a long shelf life, but the ink may degrade over time, Therefore, we guarantee optimal printing results for a period of six months from the date of purchase, as indicated on the receipt. 
D) We cannot issue a refund for the two dozen XL200 black printer cartridges you purchased nine months ago.

Question 8

The most important part of a bad-news message is the _____________________.

Accepted Answer

The answer of The most important part of a bad-news...

Question 9

In which situation would it be most appropriate to use the direct strategy to communicate bad news?

Accepted Answer

A) You really don't like the person you are writing to. 
B) You are refusing a customer claim that is clearly not justified. 
C) You are writing the last in a series of collection letters for an overdue account. 
D) You are writing to let employees know that the cost of dental insurance is going up. 
A) You really don't like the person you are writing to. 
B) You are refusing a customer claim that is clearly not justified. 
C) You are writing the last in a series of collection letters for an overdue account. 
D) You are writing to let employees know that the cost of dental insurance is going up.

Question 10

When writing a bad-news message, rather than stating the bad news explicitly, it is sometimes better to ___________________ the refusal.

Accepted Answer

The answer of When writing a bad-news message, rather than...

Question 11

Messages that carry negative news can have a significant impact on a company's success.

Accepted Answer

A) True 
 B)False

Question 12

When writing a bad-news collection letter, your goal should be to retain the customer's goodwill as well as to receive payment.

Accepted Answer

A) True 
 B)False

Question 13

Which sentence best illustrates the advice your text gives about writing a negative message?

Accepted Answer

A) Because the watch was damaged, we will not be able to give you a full refund. 
B) Although your GreenGrow LM96 lawnmower is no longer covered by warranty, I have enclosed a credit voucher of $50 toward the cost of having it repaired at the nearest authorized GreenGrow repair depot. 
C) We're sorry that we cannot issue a refund for the full purchase price of the GreenGrow LM96. Please refer to the details of our warranty at www.greengrow.com. 
D) If you had read and saved the warranty information included with the GreenGrow LM96, you would know that the lawnmower is no longer covered by our refund or replacement guarantee. 
A) Because the watch was damaged, we will not be able to give you a full refund. 
B) Although your GreenGrow LM96 lawnmower is no longer covered by warranty, I have enclosed a credit voucher of $50 toward the cost of having it repaired at the nearest authorized GreenGrow repair depot. 
C) We're sorry that we cannot issue a refund for the full purchase price of the GreenGrow LM96. Please refer to the details of our warranty at www.greengrow.com. 
D) If you had read and saved the warranty information included with the GreenGrow LM96, you would know that the lawnmower is no longer covered by our refund or replacement guarantee.

Question 14

The indirect pattern is almost always perceived as honest and ethical.

Accepted Answer

A) True 
 B)False

Question 15

Following up a telephone call with a letter or e-mail can be important to formally confirm follow-up procedures.

Accepted Answer

A) True 
 B)False

Question 16

You can soften the impact of a bad news message by revealing the bad news immediately.

Accepted Answer

A) True 
 B)False

Question 17

Messages that break bad news should be written in a way that explains the bad news and retains goodwill at the same time.

Accepted Answer

A) True 
 B)False

Question 18

A communicator who intends to deceive when writing a bad-news letter is ____________________.

Accepted Answer

The answer of A communicator who intends to deceive when...

Question 19

Which sentence most effectively implies a refusal?

Accepted Answer

A) Although we cannot contribute at this time, please be sure to call us in the future. 
B) Unfortunately, we cannot donate any money for new computers for the school at this time. 
C) Unfortunately, we are prevented from contributing at this time, but we may be able to in the future. 
D) Although our profits are now being reinvested in the firm, we hope to be able to contribute in the future. 
A) Although we cannot contribute at this time, please be sure to call us in the future. 
B) Unfortunately, we cannot donate any money for new computers for the school at this time. 
C) Unfortunately, we are prevented from contributing at this time, but we may be able to in the future. 
D) Although our profits are now being reinvested in the firm, we hope to be able to contribute in the future.

Question 20

Most readers will find it inappropriate and offensive if you include resale or sales promotion material in a bad-news message, even if the bad news is fairly insignificant.

Accepted Answer

A) True 
 B)False

Which of the following sentences best accentuates the positive?

When you must refuse a request, it is sometimes possible and effective to offer an alternative, a substitute, or a compromise.

A __________________ clause often begins with words like although, because, since, and if.

According to your text, where is the most appropriate place for the following sentence in a message refusing a request? Although I am busy on January 16, I would be pleased to speak to your International Business class if we can arrange a date that works with your schedule and mine.

Which of the following strategies is most likely to reinforce a reader's negative reaction to bad news?

Your account has been cancelled is an example of a sentence using a verb in the ________________ voice.

You are writing a negative message that includes the sentences below. According to your text, which sentence is the most important?

The most important part of a bad-news message is the _____________________.

In which situation would it be most appropriate to use the direct strategy to communicate bad news?

When writing a bad-news message, rather than stating the bad news explicitly, it is sometimes better to ___________________ the refusal.

Messages that carry negative news can have a significant impact on a company's success.

When writing a bad-news collection letter, your goal should be to retain the customer's goodwill as well as to receive payment.

Which sentence best illustrates the advice your text gives about writing a negative message?

The indirect pattern is almost always perceived as honest and ethical.

Following up a telephone call with a letter or e-mail can be important to formally confirm follow-up procedures.

You can soften the impact of a bad news message by revealing the bad news immediately.

Messages that break bad news should be written in a way that explains the bad news and retains goodwill at the same time.

A communicator who intends to deceive when writing a bad-news letter is ____________________.

Which sentence most effectively implies a refusal?

Most readers will find it inappropriate and offensive if you include resale or sales promotion material in a bad-news message, even if the bad news is fairly insignificant.

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

Which of the following sentences best accentuates the positive?

When you must refuse a request, it is sometimes possible and effective to offer an alternative, a substitute, or a compromise.

A __________________ clause often begins with words like although, because, since, and if.

According to your text, where is the most appropriate place for the following sentence in a message refusing a request? Although I am busy on January 16, I would be pleased to speak to your International Business class if we can arrange a date that works with your schedule and mine.

Which of the following strategies is most likely to reinforce a reader's negative reaction to bad news?

Your account has been cancelled is an example of a sentence using a verb in the ________________ voice.

You are writing a negative message that includes the sentences below. According to your text, which sentence is the most important?

The most important part of a bad-news message is the _____________________.

In which situation would it be most appropriate to use the direct strategy to communicate bad news?

When writing a bad-news message, rather than stating the bad news explicitly, it is sometimes better to ___________________ the refusal.

Messages that carry negative news can have a significant impact on a company's success.

When writing a bad-news collection letter, your goal should be to retain the customer's goodwill as well as to receive payment.

Which sentence best illustrates the advice your text gives about writing a negative message?

The indirect pattern is almost always perceived as honest and ethical.

Following up a telephone call with a letter or e-mail can be important to formally confirm follow-up procedures.

You can soften the impact of a bad news message by revealing the bad news immediately.

Messages that break bad news should be written in a way that explains the bad news and retains goodwill at the same time.

A communicator who intends to deceive when writing a bad-news letter is ____________________.

Which sentence most effectively implies a refusal?

Most readers will find it inappropriate and offensive if you include resale or sales promotion material in a bad-news message, even if the bad news is fairly insignificant.

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