Question 1

Which of the following is the first step when making a general plan for negative announcements?

Accepted Answer

A)  To help solve the problem that the news may have created for the reader 
B)  To present the justification material 
C)  To use appropriate goodwill talk 
D)  To use a buffer that sets up justification for the bad news 
E)  To give bad news positively but clearly 
A)  To help solve the problem that the news may have created for the reader 
B)  To present the justification material 
C)  To use appropriate goodwill talk 
D)  To use a buffer that sets up justification for the bad news 
E)  To give bad news positively but clearly

Question 2

Which of the following is true of the closing in a negative announcement?

Accepted Answer

A)  It should not be positive. 
B)  It should not be forward looking. 
C)  It should not express gratitude. 
D)  It should not be direct. 
E)  It should not begin with an explanation. 
A)  It should not be positive. 
B)  It should not be forward looking. 
C)  It should not express gratitude. 
D)  It should not be direct. 
E)  It should not begin with an explanation.

Question 3

Briefly describe how one develops one's strategy while refusing a request.

Accepted Answer

Finding a fair and reasonable explanatio

Question 4

Apologies in a bad news message may have legal implications if they can be construed as admissions of guilt.

Accepted Answer

A) True 
 B)False

Question 5

In a bad-news message, a positive buffer simply acknowledges receipt of the reader's earlier message and indicates an awareness of what it said.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following statements is best to begin an indirect claim message?

Accepted Answer

A)  "You must respond to my problem as you have repeatedly disappointed me." 
B)  "I would like to put forth a very serious complaint against your services." 
C)  "We received the FedEx parcel of our garden mower on 24 December, 2012." 
D)  "Based on my previous experience with your terrible services, I demand a refund this time." 
E)  "You have been extremely disappointing in delivering your goods in proper condition." 
A)  "You must respond to my problem as you have repeatedly disappointed me." 
B)  "I would like to put forth a very serious complaint against your services." 
C)  "We received the FedEx parcel of our garden mower on 24 December, 2012." 
D)  "Based on my previous experience with your terrible services, I demand a refund this time." 
E)  "You have been extremely disappointing in delivering your goods in proper condition."

Question 7

Which of the following is true of writing negative announcements that maintain goodwill?

Accepted Answer

A)  Bad news should be given directly to prevent surprising or angering readers. 
B)  Bad news should be stated positively but clearly. 
C)  The negative announcement should not start with a buffer. 
D)  Readers should not be offered any alternative solutions. 
E)  Readers should not be given any justification for the negative announcement. 
A)  Bad news should be given directly to prevent surprising or angering readers. 
B)  Bad news should be stated positively but clearly. 
C)  The negative announcement should not start with a buffer. 
D)  Readers should not be offered any alternative solutions. 
E)  Readers should not be given any justification for the negative announcement.

Question 8

Which of the following should you avoid while writing a claim message?

Accepted Answer

A)  Your final friendly words should leave no doubt that you are trying to maintain a positive relationship. 
B)  Keep in mind that because you expect resistance from your reader you must be blunt. 
C)  Your message should cover the problem completely, giving enough information to permit the reader to judge the matter. 
D)  If there were consequences of what happened, you may benefit your case by naming them. 
E)  The words describing the problem should be courteous yet firm. 
A)  Your final friendly words should leave no doubt that you are trying to maintain a positive relationship. 
B)  Keep in mind that because you expect resistance from your reader you must be blunt. 
C)  Your message should cover the problem completely, giving enough information to permit the reader to judge the matter. 
D)  If there were consequences of what happened, you may benefit your case by naming them. 
E)  The words describing the problem should be courteous yet firm.

Question 9

Describe how a strategy is developed when writing adjustment refusals.

Accepted Answer

The primary difference between an adjust

Question 10

When writing bad-news messages, one has to present one's reasons in such a way that the reader will accept the news as positively as possible.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following phrases is most appropriate to handle the refusal of a request?

Accepted Answer

A)  "We cannot permit ..." 
B)  "Although we would like to, we cannot permit ..." 
C)  "For these reasons, what we can do in this case is to ..." 
D)  "We deeply regret to inform..." 
E)  "We are sorry to say that..." 
A)  "We cannot permit ..." 
B)  "Although we would like to, we cannot permit ..." 
C)  "For these reasons, what we can do in this case is to ..." 
D)  "We deeply regret to inform..." 
E)  "We are sorry to say that..."

Question 12

When refusing a request, one must begin the message with a buffer that sets up the discussion, after determining the explanation.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following is true of presenting bad-news messages positively?

Accepted Answer

A)  Your goal is to present the facts in a blunt manner. 
B)  Your goal is to refrain from confusing or misleading the reader. 
C)  Your goal is to present the facts directly without explanation. 
D)  Your goal is to present the facts without including an alternative solution. 
E)  Your goal is to present the facts in a manner that does not cushion the negative point. 
A)  Your goal is to present the facts in a blunt manner. 
B)  Your goal is to refrain from confusing or misleading the reader. 
C)  Your goal is to present the facts directly without explanation. 
D)  Your goal is to present the facts without including an alternative solution. 
E)  Your goal is to present the facts in a manner that does not cushion the negative point.

Question 14

Which of the following is true of an indirect claim message?

Accepted Answer

A)  You will not advance your cause with accusatory language. 
B)  It is appropriate to use one-sided language because of the situation. 
C)  You should never request a specific adjustment. 
D)  You should leave it to your reader to decide what is fair. 
E)  Emphasize your feelings as much as possible. 
A)  You will not advance your cause with accusatory language. 
B)  It is appropriate to use one-sided language because of the situation. 
C)  You should never request a specific adjustment. 
D)  You should leave it to your reader to decide what is fair. 
E)  Emphasize your feelings as much as possible.

Question 15

How should one begin an indirect claim message?

Accepted Answer

A claim message needs to identify the tr

Question 16

One useful technique to present bad news positively is to present one's reasoning in first and third person, avoiding second person.

Accepted Answer

A) True 
 B)False

Question 17

Which is the following sentences is best to end an indirect claim message concerning a defective component?

Accepted Answer

A)  "Thank you in advance for considering my claim." 
B)  "Please grant this claim." 
C)  "Thanking you for your consideration of this claim, I remain..." 
D)  "I will be grateful if you could send us a replacement before Monday." 
E)  "You have no choice but to repair this defective component." 
A)  "Thank you in advance for considering my claim." 
B)  "Please grant this claim." 
C)  "Thanking you for your consideration of this claim, I remain..." 
D)  "I will be grateful if you could send us a replacement before Monday." 
E)  "You have no choice but to repair this defective component."

Question 18

Which of the following is not to be followed while making a general plan while making an adjustment refusal?

Accepted Answer

A)  Begin with words that are on subject, are neutral about the decision, and set up your strategy. 
B)  Present the strategy that explains or justifies, being factual and positive. 
C)  Directly inform the reader of their mistakes that led to the refusal. 
D)  Maintain a tone that is positive, forward-looking, with friendly words. 
E)  Refuse clearly and positively, perhaps including a counterproposal. 
A)  Begin with words that are on subject, are neutral about the decision, and set up your strategy. 
B)  Present the strategy that explains or justifies, being factual and positive. 
C)  Directly inform the reader of their mistakes that led to the refusal. 
D)  Maintain a tone that is positive, forward-looking, with friendly words. 
E)  Refuse clearly and positively, perhaps including a counterproposal.

Question 19

Which of the following is the best way to phrase a refusal of a claim for adjustment?

Accepted Answer

A)  "Our contract, signed by you, clearly absolves us of any liability in this case." 
B)  "If you had read your contract, you would know that we are not liable to pay compensation." 
C)  "Paragraph 2 of our contract clearly shows that your claim is without foundation." 
D)  "As noted in paragraph 2 of our contract, we are liable to pay compensation only when our personnel install the equipment." 
E)  "That your claim is not valid is clearly explained in paragraph 2 of our contract." 
A)  "Our contract, signed by you, clearly absolves us of any liability in this case." 
B)  "If you had read your contract, you would know that we are not liable to pay compensation." 
C)  "Paragraph 2 of our contract clearly shows that your claim is without foundation." 
D)  "As noted in paragraph 2 of our contract, we are liable to pay compensation only when our personnel install the equipment." 
E)  "That your claim is not valid is clearly explained in paragraph 2 of our contract."

Question 20

Which of the following examples would be the best when delivering negative news?

Accepted Answer

A)  "The phone was damaged due to your neglect, so we regret that we cannot help you at any cost." 
B)  "You made the mistake of not reading the instructions so it is not our fault your product was damaged." 
C)  "Since the product was bought on a sale/discount, it cannot be exchanged and it is your responsibility to read the terms and conditions before purchase." 
D)  "The product you bought did not have a warranty so we are not responsible for repairing it without payment." 
E)  "Due to company policy, we are unable to refund your money for this product but you may choose another product from our website." 
A)  "The phone was damaged due to your neglect, so we regret that we cannot help you at any cost." 
B)  "You made the mistake of not reading the instructions so it is not our fault your product was damaged." 
C)  "Since the product was bought on a sale/discount, it cannot be exchanged and it is your responsibility to read the terms and conditions before purchase." 
D)  "The product you bought did not have a warranty so we are not responsible for repairing it without payment." 
E)  "Due to company policy, we are unable to refund your money for this product but you may choose another product from our website."

Which of the following is the first step when making a general plan for negative announcements?

Which of the following is true of the closing in a negative announcement?

Briefly describe how one develops one's strategy while refusing a request.

Apologies in a bad news message may have legal implications if they can be construed as admissions of guilt.

In a bad-news message, a positive buffer simply acknowledges receipt of the reader's earlier message and indicates an awareness of what it said.

Which of the following statements is best to begin an indirect claim message?

Which of the following is true of writing negative announcements that maintain goodwill?

Which of the following should you avoid while writing a claim message?

Describe how a strategy is developed when writing adjustment refusals.

When writing bad-news messages, one has to present one's reasons in such a way that the reader will accept the news as positively as possible.

Which of the following phrases is most appropriate to handle the refusal of a request?

When refusing a request, one must begin the message with a buffer that sets up the discussion, after determining the explanation.

Which of the following is true of presenting bad-news messages positively?

Which of the following is true of an indirect claim message?

How should one begin an indirect claim message?

One useful technique to present bad news positively is to present one's reasoning in first and third person, avoiding second person.

Which is the following sentences is best to end an indirect claim message concerning a defective component?

Which of the following is not to be followed while making a general plan while making an adjustment refusal?

Which of the following is the best way to phrase a refusal of a claim for adjustment?

Which of the following examples would be the best when delivering negative news?

Understanding Workplace Communication

Communicating Across Cultures

Adapting Your Words to Your Readers

Constructing Clear Sentences and Paragraphs

Writing for a Positive Effect

Developing Your Writing Process and Choosing the Best Form

Getting to the Point in Good-News and Neutral Messages

Making Your Case With Persuasive Messages and Proposals

Conducting a Winning Job Campaign

Preparing Informative and Influential Business Reports

Choosing the Right Type of Report

Conducting Research for Decision Makers

Using Visuals to Make Your Point

Communicating Effectively in Meetings and Conversations

Delivering Oral Reports and Business Speeches

Leveraging Technology for Better Writing

Conveying Professionalism Through Correctness

Filters

Exam 8: Maintaining Goodwill in Bad-News Messages

Which of the following is the first step when making a general plan for negative announcements?

Which of the following is true of the closing in a negative announcement?

Briefly describe how one develops one's strategy while refusing a request.

Apologies in a bad news message may have legal implications if they can be construed as admissions of guilt.

In a bad-news message, a positive buffer simply acknowledges receipt of the reader's earlier message and indicates an awareness of what it said.

Which of the following statements is best to begin an indirect claim message?

Which of the following is true of writing negative announcements that maintain goodwill?

Which of the following should you avoid while writing a claim message?

Describe how a strategy is developed when writing adjustment refusals.

When writing bad-news messages, one has to present one's reasons in such a way that the reader will accept the news as positively as possible.

Which of the following phrases is most appropriate to handle the refusal of a request?

When refusing a request, one must begin the message with a buffer that sets up the discussion, after determining the explanation.

Which of the following is true of presenting bad-news messages positively?

Which of the following is true of an indirect claim message?

How should one begin an indirect claim message?

One useful technique to present bad news positively is to present one's reasoning in first and third person, avoiding second person.

Which is the following sentences is best to end an indirect claim message concerning a defective component?

Which of the following is not to be followed while making a general plan while making an adjustment refusal?

Which of the following is the best way to phrase a refusal of a claim for adjustment?

Which of the following examples would be the best when delivering negative news?

Understanding Workplace Communication

Communicating Across Cultures

Adapting Your Words to Your Readers

Constructing Clear Sentences and Paragraphs

Writing for a Positive Effect

Developing Your Writing Process and Choosing the Best Form

Getting to the Point in Good-News and Neutral Messages

Making Your Case With Persuasive Messages and Proposals

Conducting a Winning Job Campaign

Preparing Informative and Influential Business Reports

Choosing the Right Type of Report

Conducting Research for Decision Makers

Using Visuals to Make Your Point

Communicating Effectively in Meetings and Conversations

Delivering Oral Reports and Business Speeches

Leveraging Technology for Better Writing

Conveying Professionalism Through Correctness

Filters