Question 1

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

Accepted Answer

A)  in 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, after the goodwill closing. 
D)  before the paragraph that states the reasoning behind your decision. 
E)  before you call to attention the facts of the case. 
A)  in 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, after the goodwill closing. 
D)  before the paragraph that states the reasoning behind your decision. 
E)  before you call to attention the facts of the case. B

Question 2

Which of the following guidelines should be followed when delivering messages that carry bad news?

Accepted Answer

A)  Present information bluntly without focusing on the reader's emotions. 
B)  Deliver facts positively without confusing or misleading the reader. 
C)  Ensure that the reader gets to the main part of the message right away. 
D)  Suggest how the reader could avoid making the same mistake in the future. 
E)  Give the reader the impression that the situation is positive by not emphasizing the negative news. 
A)  Present information bluntly without focusing on the reader's emotions. 
B)  Deliver facts positively without confusing or misleading the reader. 
C)  Ensure that the reader gets to the main part of the message right away. 
D)  Suggest how the reader could avoid making the same mistake in the future. 
E)  Give the reader the impression that the situation is positive by not emphasizing the negative news. B

Question 3

Adjustment refusals are used only when the reader has refused to pay the amount owed.

Accepted Answer

A) True 
 B)False  False

Question 4

Which of the following should you do when making an adjustment refusal?

Accepted Answer

A)  Begin your message on the point of disagreement. 
B)  Focus on a strategy that tells the reader what he or she wants to hear. 
C)  Logically present your reasons for refusal, using your company's relevant policy or practice. 
D)  Use a subdued, negative tone as befits the bad news. 
E)  Refuse the reader's request in a roundabout way so that it is not clear that you are actually refusing. 
A)  Begin your message on the point of disagreement. 
B)  Focus on a strategy that tells the reader what he or she wants to hear. 
C)  Logically present your reasons for refusal, using your company's relevant policy or practice. 
D)  Use a subdued, negative tone as befits the bad news. 
E)  Refuse the reader's request in a roundabout way so that it is not clear that you are actually refusing.

Question 5

Give an example of a situation where the direct approach would be the best choice for delivering a bad-news message and an example of a situation where the indirect approach would be best.

Accepted Answer

Examples will vary. A possible example o

Question 6

Which of the following is the best way to begin a message refusing an adjustment on a clothes dryer?

Accepted Answer

A)  We apologize for your problems with your clothes dryer. 
B)  You should not have experienced problems with your clothes dryer. 
C)  You are right to expect your clothes dryer to withstand normal use. 
D)  I must refuse your request for reimbursement of your clothes dryer. 
E)  The instructions state that it is necessary to remove the lint from the lint trap after each use. 
A)  We apologize for your problems with your clothes dryer. 
B)  You should not have experienced problems with your clothes dryer. 
C)  You are right to expect your clothes dryer to withstand normal use. 
D)  I must refuse your request for reimbursement of your clothes dryer. 
E)  The instructions state that it is necessary to remove the lint from the lint trap after each use.

Question 7

Which of the following exemplifies a good way to present bad news to a customer?

Accepted Answer

A)  The tablet was damaged because you used it improperly, so we cannot offer a replacement. 
B)  I cannot help you in any way as the fault is entirely yours for not reading the product documentation. 
C)  You were informed of the rules prior to purchase. Hence, we cannot accept your claim. 
D)  You made the mistake of misusing your product, so I cannot help you in any way. 
E)  In the interest of fairness, we cannot offer customized discounts to selective customers. 
A)  The tablet was damaged because you used it improperly, so we cannot offer a replacement. 
B)  I cannot help you in any way as the fault is entirely yours for not reading the product documentation. 
C)  You were informed of the rules prior to purchase. Hence, we cannot accept your claim. 
D)  You made the mistake of misusing your product, so I cannot help you in any way. 
E)  In the interest of fairness, we cannot offer customized discounts to selective customers.

Question 8

Which of the following is the most appropriate phrase to use in an adjustment refusal message?

Accepted Answer

A)  We're sorry for the inconvenience… 
B)  If only you had… 
C)  We must refuse... 
D)  I regret to inform you… 
E)  Company policy states that… 
A)  We're sorry for the inconvenience… 
B)  If only you had… 
C)  We must refuse... 
D)  I regret to inform you… 
E)  Company policy states that…

Question 9

If you think that your negative news will be accepted routinely, you can choose to write your message using the direct order.

Accepted Answer

A) True 
 B)False

Question 10

Which of the following would be a good buffer statement for an indirect bad-news message?

Accepted Answer

A)  If you had read the instructions, you would have noticed that electric heaters should not be left unattended. 
B)  You were absolutely correct to contact us, and I would love to help you! 
C)  Thank you for notifying us of the problem you have experienced with your electric heater. 
D)  I am positive we can find a way to help you. 
E)  I am afraid that I must share some bad news. 
A)  If you had read the instructions, you would have noticed that electric heaters should not be left unattended. 
B)  You were absolutely correct to contact us, and I would love to help you! 
C)  Thank you for notifying us of the problem you have experienced with your electric heater. 
D)  I am positive we can find a way to help you. 
E)  I am afraid that I must share some bad news.

Question 11

What are the two primary goals of a refused request?

Accepted Answer

A)  to present the bad news and maintain goodwill 
B)  to convey the bad news and convince readers that they are at fault 
C)  to avoid presenting the bad news and be positive 
D)  to ignore the bad news and present an alternative solution 
E)  to apologize and present an alternative solution 
A)  to present the bad news and maintain goodwill 
B)  to convey the bad news and convince readers that they are at fault 
C)  to avoid presenting the bad news and be positive 
D)  to ignore the bad news and present an alternative solution 
E)  to apologize and present an alternative solution

Question 12

When refusing a request, you should begin the message with a buffer that sets up the discussion.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following guidelines would best help you create a good adjustment refusal message?

Accepted Answer

A)  Begin with words that are relevant to the topic and are neutral about the decision. 
B)  Present your justification as bluntly as possible. 
C)  Directly inform the reader of his or her mistake that led to the refusal. 
D)  End your message on a negative note to remind the reader of your decision. 
E)  Refuse clearly and politely, but avoid including a counterproposal. 
A)  Begin with words that are relevant to the topic and are neutral about the decision. 
B)  Present your justification as bluntly as possible. 
C)  Directly inform the reader of his or her mistake that led to the refusal. 
D)  End your message on a negative note to remind the reader of your decision. 
E)  Refuse clearly and politely, but avoid including a counterproposal.

Question 14

In an adjustment refusal, your refusal

Accepted Answer

A)  should be the logical result of your explanation. 
B)  should explain exactly what the reader did wrong. 
C)  must contain an apology. 
D)  should note that the reader is being reasonable in the request. 
E)  needs to use exceptionally positive language. 
A)  should be the logical result of your explanation. 
B)  should explain exactly what the reader did wrong. 
C)  must contain an apology. 
D)  should note that the reader is being reasonable in the request. 
E)  needs to use exceptionally positive language.

Question 15

In a message refusing a request, the refusal should be presented at the end of a paragraph as it is the most negative part of the message.

Accepted Answer

A) True 
 B)False

Question 16

When delivering bad news, you should

Accepted Answer

A)  examine your apology for any legal implications. 
B)  end your message on a negative note. 
C)  avoid showing concern for your reader as it can be misconstrued. 
D)  avoid using strategic buffers in your opening statement. 
E)  conclude with an expression of regret for delivering the bad news. 
A)  examine your apology for any legal implications. 
B)  end your message on a negative note. 
C)  avoid showing concern for your reader as it can be misconstrued. 
D)  avoid using strategic buffers in your opening statement. 
E)  conclude with an expression of regret for delivering the bad news.

Question 17

Which of the following is the most ideal approach to refusing requests?

Accepted Answer

A)  Place the blame on your company's policy or other external factors. 
B)  Assume that you are right and that your reader is wrong. 
C)  Avoid de-stressing the bad news when it is obvious that you are refusing a request. 
D)  Ask your reader to place himself or herself in your shoes. 
E)  Find a fair and reasonable explanation for your refusal. 
A)  Place the blame on your company's policy or other external factors. 
B)  Assume that you are right and that your reader is wrong. 
C)  Avoid de-stressing the bad news when it is obvious that you are refusing a request. 
D)  Ask your reader to place himself or herself in your shoes. 
E)  Find a fair and reasonable explanation for your refusal.

Question 18

Which of the following statements about writing bad-news messages is true?

Accepted Answer

A)  If you must say "no," it is best to use the direct approach. 
B)  It is best to use the indirect approach if you expect your reader to accept the negative news routinely. 
C)  A direct approach may be appropriate if you need to convince your readers that there is a problem they must act to solve. 
D)  The indirect approach should be used with all bad-news messages. 
E)  The direct approach should be used if you expect your message to shock or anger your reader. 
A)  If you must say "no," it is best to use the direct approach. 
B)  It is best to use the indirect approach if you expect your reader to accept the negative news routinely. 
C)  A direct approach may be appropriate if you need to convince your readers that there is a problem they must act to solve. 
D)  The indirect approach should be used with all bad-news messages. 
E)  The direct approach should be used if you expect your message to shock or anger your reader.

Question 19

In the context of writing a request refusal when you are completely in the right, you can use hostile or defensive language to firmly establish why the refusal must be made.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following phrases would be the most appropriate to begin an adjustment refusal message?

Accepted Answer

A)  Refusal of your April 7 claim… 
B)  Why your April 7 claim is not justified… 
C)  The facts concerning your request for adjustment are unclear at… 
D)  Requests for adjustment at this time… 
E)  Your April 7 request for adjustment… 
A)  Refusal of your April 7 claim… 
B)  Why your April 7 claim is not justified… 
C)  The facts concerning your request for adjustment are unclear at… 
D)  Requests for adjustment at this time… 
E)  Your April 7 request for adjustment…

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

Which of the following guidelines should be followed when delivering messages that carry bad news?

Adjustment refusals are used only when the reader has refused to pay the amount owed.

Which of the following should you do when making an adjustment refusal?

Give an example of a situation where the direct approach would be the best choice for delivering a bad-news message and an example of a situation where the indirect approach would be best.

Which of the following is the best way to begin a message refusing an adjustment on a clothes dryer?

Which of the following exemplifies a good way to present bad news to a customer?

Which of the following is the most appropriate phrase to use in an adjustment refusal message?

If you think that your negative news will be accepted routinely, you can choose to write your message using the direct order.

Which of the following would be a good buffer statement for an indirect bad-news message?

What are the two primary goals of a refused request?

When refusing a request, you should begin the message with a buffer that sets up the discussion.

Which of the following guidelines would best help you create a good adjustment refusal message?

In an adjustment refusal, your refusal

In a message refusing a request, the refusal should be presented at the end of a paragraph as it is the most negative part of the message.

When delivering bad news, you should

Which of the following is the most ideal approach to refusing requests?

Which of the following statements about writing bad-news messages is true?

In the context of writing a request refusal when you are completely in the right, you can use hostile or defensive language to firmly establish why the refusal must be made.

Which of the following phrases would be the most appropriate to begin an adjustment refusal message?

Communicating in the Workplace

Writing Effectively for Your Audience, Purpose, and Medium

Designing Documents With Visual Appeal

Communicating With Visuals

Crafting Effective Sentences and Paragraphs

Building Positive Relationships Through Communication

Communicating Across Cultures

Writing Good-News and Neutral Messages

Writing Persuasive Messages and Proposals

Researching Writing Reports

Creating the Right Type of Report

Delivering Business Presentations and Speeches

Putting Interpersonal Communication Skills to Work in Conversations and Meetings

Communicating in the Job Search

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Exam 9: Writing Bad-News Messages

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

Which of the following guidelines should be followed when delivering messages that carry bad news?

Adjustment refusals are used only when the reader has refused to pay the amount owed.

Which of the following should you do when making an adjustment refusal?

Give an example of a situation where the direct approach would be the best choice for delivering a bad-news message and an example of a situation where the indirect approach would be best.

Which of the following is the best way to begin a message refusing an adjustment on a clothes dryer?

Which of the following exemplifies a good way to present bad news to a customer?

Which of the following is the most appropriate phrase to use in an adjustment refusal message?

If you think that your negative news will be accepted routinely, you can choose to write your message using the direct order.

Which of the following would be a good buffer statement for an indirect bad-news message?

What are the two primary goals of a refused request?

When refusing a request, you should begin the message with a buffer that sets up the discussion.

Which of the following guidelines would best help you create a good adjustment refusal message?

In an adjustment refusal, your refusal

In a message refusing a request, the refusal should be presented at the end of a paragraph as it is the most negative part of the message.

When delivering bad news, you should

Which of the following is the most ideal approach to refusing requests?

Which of the following statements about writing bad-news messages is true?

In the context of writing a request refusal when you are completely in the right, you can use hostile or defensive language to firmly establish why the refusal must be made.

Which of the following phrases would be the most appropriate to begin an adjustment refusal message?

Communicating in the Workplace

Writing Effectively for Your Audience, Purpose, and Medium

Designing Documents With Visual Appeal

Communicating With Visuals

Crafting Effective Sentences and Paragraphs

Building Positive Relationships Through Communication

Communicating Across Cultures

Writing Good-News and Neutral Messages

Writing Persuasive Messages and Proposals

Researching Writing Reports

Creating the Right Type of Report

Delivering Business Presentations and Speeches

Putting Interpersonal Communication Skills to Work in Conversations and Meetings

Communicating in the Job Search

Filters