Deck 7: Negative Messages

Question 1

Which strategy does your text reccommend for delivering unwelcome or negative news?

A)Explain how the reader or, if not the reader, somebody else will benefit.
B)Give the bad news first and then provide reasons or explanation so that the reader will better understand the bad news.
C)Cite reasons for the bad news even if they are confidential because it is more important for the reader to understand why the bad news is necessary than to respect confidentiality.
D)Include a statement that says the bad news is a result of company policy. Most readers will understand this explanation.

Answer 1

A

Question 2

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

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.

Answer 2

C

Question 3

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

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.

Answer 3

D

Question 4

Which of the following sentences best accentuates the positive?

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 5

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?

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 6

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

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 7

Which sentence would be the best buffer for a bad-news letter declining an invitation to speak at an annual Chamber of Commerce awards banquet?

A)Thank you so much for inviting me to speak at your annual awards dinner.
B)I am honoured by your invitation to speak at your annual chamber of commerce awards dinner.
C)I'm afraid I won't be able to accept your invitation to speak at your annual awards dinner.
D)Your annual awards dinner honouring outstanding members of the chamber of commerce is a prominent event that benefits our community in significant ways.

Question 8

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

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 9

You need to write a message refusing a request to act as master of ceremonies at a silent auction for a charitable cause. Which sentence would be most appropriate for the closing?

A)Please call or send me an e-mail if you have further questions.
B)Because you invited me on such short notice, I will not be available.
C)Once again, I am very sorry that I cannot assist with your silent auction. I apologize sincerely.
D)Please keep me in mind if I can assist with this worthwhile event next year.

Question 10

How does your textbook define a buffer?

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 11

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

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 12

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

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

Question 13

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?

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 14

Which sentence most effectively implies a refusal?

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 15

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?

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 16

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.

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 17

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

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 18

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

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 19

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.

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 20

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?

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 co-workers.

Question 21

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

Question 22

It is usually NOT necessary or appropriate to explain or give reasons for the bad news in a negative message.

Question 23

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

Question 24

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.

Question 25

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

Question 26

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.

Question 27

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

Question 28

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.

Question 29

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.

Question 30

Bad news can be de-emphasized by putting it in an independent clause or by using active-voice verbs.

Question 31

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

Question 32

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

Question 33

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

Question 34

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

Question 35

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.

Question 36

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

Question 37

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

Question 38

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

Question 39

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

Question 40

It is usually best to deal with a business problem by first sending a letter or e-mail so that everything is documented.

Question 41

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

Question 42

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

Question 43

The writing plan for refusing requests or claims recommends using a _________________ between the buffer and the reasons or explanation.

Question 44

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

Question 45

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

Question 46

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

Question 47

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

Question 48

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

Question 49

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

Question 50

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