Deck 7: Negative Writing Situations

Question 1

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

Answer 1

False

Question 2

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

Answer 2

False

Question 3

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.

Answer 3

True

Question 4

How does the text 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 5

Any reasons for refusing a request should go in the middle paragraph.

Question 6

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 coworkers.

Question 7

This sentence is an effective buffer: We strive for excellence in our products and service and thank you for voicing your concern about your recent purchase.

Question 8

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

Question 9

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

Question 10

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 11

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

Question 12

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 13

You should not admit blame in a negative message if it might prompt a lawsuit.

Question 14

The best-run businesses are less likely to write negative messages because they make fewer mistakes with processing orders and making deliveries.

Question 15

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)Inform the customer that you think that the customer made an error on the original order.

Question 16

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

Question 17

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

Question 18

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

Question 19

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

Question 20

Bad news is well received when it is sugarcoated.

Question 21

The following statement is an example of a buffer. What kind of buffer does it illustrate? We at Masters and Sons have received an overwhelming number of applications for our 2014 internship program.

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 22

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.

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 23

Which of the following statements best exemplifies objective language for a refusal letter?

A)Unfortunately, we cannot accept any applications past the deadline of August 15.
B)Our posting clearly states a deadline of August 15.
C)You should have sent in your application by the August 15 deadline.
D)Our records indicate that you failed to submit a completed application by August 15.

Question 24

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 25

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

A)You are informing a customer that her monthly subscription will increase by $1.50 per month.
B)You are informing a customer of a small policy change.
C)You are informing an applicant that his job application will not be considered.
D)You are informing a customer that her account payment is overdue.

Question 26

You are writing a negative message that includes the sentences below. According to the 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 27

Which strategy does the text recommend 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)Accept blame for the bad news to ensure a positive response from the reader.
D)Include a statement that says the bad news is a result of company policy.Most readers will understand this explanation.

Question 28

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 29

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

Question 30

Which statement best reflects the advice given in the text 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 31

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.

Question 32

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 33

Which sentence is the most effective apology when writing a negative message?

A)We are genuinely sorry that you found one of our customer service representatives to be unhelpful.
B)We regret that you are unsatisfied with our service.
C)We apologize if you are unsatisfied with one of our customer service representatives.
D)We are sorry for your unpleasant experience.

Question 34

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 35

Which sentence best illustrates the advice the 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 HYPERLINK "www.greengrow.com" 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 36

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 37

When is it unethical to use the indirect strategy when delivering bad news?

A)when the writer is delivering news that will upset the reader
B)when the reader might not understand the bad news
C)when the writer intends to deceive the reader
D)when the writer uses positive language to convey negative news

Question 38

You have written the following statements to refuse a request. Which of the following strategies does this refusal employ? Although we are proud to have regularly contributed to causes such as yours in the past, our current annual profits do not allow us to make any charitable donations.

A)suggest an alternative
B)imply the refusal
C)use passive voice
D)make a compromise

Question 39

Which statement best expresses the advice offered in the text 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 40

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 the 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 or 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 41

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

Question 42

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

Question 43

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

Question 44

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

Question 45

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

Question 46

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

Question 47

___________________-voice verbs allow you to describe an action without placing blame on one specific person.

Question 48

Using polite language, controlling your emotions, and providing clear explanations are ways to project a professional ________________.

Question 49

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