Question 1

Most reputable businesses never grant questionable claims because they don't want to appear to be in the wrong.

Accepted Answer

A) True 
 B)False  False

Question 2

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

Accepted Answer

A) True 
 B)False  False

Question 3

You are writing a negative message that includes the sentences below. According to the 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. C

Question 4

Which statement best expresses the advice offered in the text about using a buffer in a negative message?

Accepted Answer

A) An apology is an ineffective buffer. 
B) A buffer should not convey a false impression. 
C) Buffers should be placed in the closing of a bad-news letter. 
D) A buffer should be as long as possible to delay the bad news. 
A) An apology is an ineffective buffer. 
B) A buffer should not convey a false impression. 
C) Buffers should be placed in the closing of a bad-news letter. 
D) A buffer should be as long as possible to delay the bad news.

Question 5

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

Question 6

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 7

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 8

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

Accepted Answer

A) True 
 B)False

Question 9

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 10

When refusing a claim, use neutral, ___________________ language instead of using "you" statements that place blame on the customer.

Accepted Answer

The answer of When refusing a claim, use neutral, ___________________...

Question 11

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

Accepted Answer

The answer of A(n) __________________ clause often begins with words...

Question 12

According to the 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 13

How does the text 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

Question 14

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 15

The ________________ pattern appeals to efficiency-oriented readers who prefer shorter messages.

Accepted Answer

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

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

Which would be the best closing sentence for a message to employees telling them that the company will no longer provide a free parking space for each employee in the company lot, but will instead issue a limited number of parking passes based on evidence of ride-sharing?

Accepted Answer

A) As of next Monday, you may not park in the free staff parking lot unless you are ride-sharing with at least one other employee. 
B) If you have difficulties with or complaints about this new policy, please contact the Human Resources department. 
C) Convenience is not an acceptable reason for continuing to contribute to pollution and traffic congestion on our roads. 
D) We hope that you will take this opportunity to conserve fuel and contribute to a safer, cleaner environment by sharing transportation with your coworkers. 
A) As of next Monday, you may not park in the free staff parking lot unless you are ride-sharing with at least one other employee. 
B) If you have difficulties with or complaints about this new policy, please contact the Human Resources department. 
C) Convenience is not an acceptable reason for continuing to contribute to pollution and traffic congestion on our roads. 
D) We hope that you will take this opportunity to conserve fuel and contribute to a safer, cleaner environment by sharing transportation with your coworkers.

Question 18

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 19

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

Question 20

Bad news is well received when it is sugarcoated.

Accepted Answer

A) True 
 B)False

Most reputable businesses never grant questionable claims because they don't want to appear to be in the wrong.

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

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

Which statement best expresses the advice offered in the text about using a buffer in a negative message?

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.

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

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

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

Which of the following sentences best accentuates the positive?

When refusing a claim, use neutral, ___________________ language instead of using "you" statements that place blame on the customer.

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

According to the 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.

How does the text define a buffer?

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

The ________________ pattern appeals to efficiency-oriented readers who prefer shorter messages.

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

Which would be the best closing sentence for a message to employees telling them that the company will no longer provide a free parking space for each employee in the company lot, but will instead issue a limited number of parking passes based on evidence of ride-sharing?

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

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.

Bad news is well received when it is sugarcoated.

Career Success Begins With Communication Skills

Before You Write

Writing and Revising

E-Mails, Messages, Texts, Social Media, Memos, Letters and Other Daily Writing

Routine Writing Situations

Persuasive Writing Situations

Informal Reports

Proposals and Formal Reports

Communicating in Person

Business Presentations

The Job Search, Résumés, Social Media, and Cover Letters

Interviews and Follow-Up

Filters

Exam 7: Negative Writing Situations

Most reputable businesses never grant questionable claims because they don't want to appear to be in the wrong.

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

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

Which statement best expresses the advice offered in the text about using a buffer in a negative message?

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.

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

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

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

Which of the following sentences best accentuates the positive?

When refusing a claim, use neutral, ___________________ language instead of using "you" statements that place blame on the customer.

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

According to the 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.

How does the text define a buffer?

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

The ________________ pattern appeals to efficiency-oriented readers who prefer shorter messages.

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

Which would be the best closing sentence for a message to employees telling them that the company will no longer provide a free parking space for each employee in the company lot, but will instead issue a limited number of parking passes based on evidence of ride-sharing?

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

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.

Bad news is well received when it is sugarcoated.

Career Success Begins With Communication Skills

Before You Write

Writing and Revising

E-Mails, Messages, Texts, Social Media, Memos, Letters and Other Daily Writing

Routine Writing Situations

Persuasive Writing Situations

Informal Reports

Proposals and Formal Reports

Communicating in Person

Business Presentations

The Job Search, Résumés, Social Media, and Cover Letters

Interviews and Follow-Up

Filters