Deck 8: Maintaining Goodwill in Bad-News Messages

Question 1

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

Answer 1

True

Question 2

When making a negative announcement, one must remember that an indirect, tactful approach is usually better than a blunt "loud" approach.

Answer 2

True

Question 3

In a claim message, one's goal must be to convince one's recipient that one deserve some kind of compensation or remedy even if it may sound accusatory.

Answer 3

False

Question 4

After reading bad news, readers usually appreciate a sincerely worded expression of regret more than being offered an alternative solution.

Question 5

When writing indirect claim messages, in the body of the message, one must ensure that one uses firm language to express one's displeasure.

Question 6

In terms of refusing requests, opening with the bad news that one is refusing the reader's request helps maintain goodwill.

Question 7

In indirect claims, one must make sure that one clearly express one's disappointment at the action taken.

Question 8

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.

Question 9

In an indirect claim message, one's final words should not indicate that one is trying to maintain a positive relationship.

Question 10

Research studies indicate that negative news is received more positively when there is no preceding explanation.

Question 11

In terms of bad-news messages, for almost any negative-news situation that one can think of, there is something one can do to help the reader with his or her problem.

Question 12

In a bad-news message, a preliminary explanation is not required because it cannot cushion the shock of bad news.

Question 13

When writing bad-news messages, a preceding explanation can convince the reader that the writer's position is correct.

Question 14

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

Question 15

In a bad-news message, a buffer refers to an opening that identifies the subject of the message but does not indicate overtly that negative news is coming.

Question 16

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

Question 17

When refusing requests, an on-subject comment in the beginning of the reply clearly marks the message as a response to the inquiry.

Question 18

The primary challenge while making an adjustment refusal is to explain the reasons for the refusal.

Question 19

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.

Question 20

One good way of setting up one's strategy to make an adjustment refusal is by never beginning on a point of common agreement as it dilutes the main point.

Question 21

Which of following is the best way to begin a message refusing a request for free use of equipment for a charity?

A) "We have received your message requesting for the use of our duplicating equipment and wish we could help."
B) "Your message has been sent to me for consideration."
C) "We deeply regret that our duplication equipment cannot be loaned at this time."
D) "Thank you for letting us know about the important work your center is doing for our city. The youth you serve are clearly benefiting from your efforts."
E) "Although we would like to grant your request, we are not able to do so at this time."

Question 22

Which of the following phrases should be used to begin a message for refusing requests?

A) "I am sorry to inform you that..."
B) "I must refuse your request for..."
C) "Your request cannot be considered favorably..."
D) "These facts clearly show that your request cannot..."
E) "The best we can do at this time is to..."

Question 23

Which of the following is true of setting up the negative news in an indirect-order message?

A) You should not cushion the message's main negative point.
B) You could cite the expert opinion of authorities whom both you and your reader respect.
C) You should directly deliver the message without explanation.
D) You could express yourself in a blunt manner to the reader.
E) You must never offer an alternative solution to the reader.

Question 24

Which of the following would be least effective in a closing message for a refusal?

A) A friendly remark about the subject of the request
B) Some helpful comments or suggestions
C) An expression of interest in the reader's activities
D) An apology for not being able to help
E) A counterproposal

Question 25

The most appropriate statement for ending a message refusing an important request involves:

A) a final reminder of the main reason for the refusal.
B) a sincere expression of regret.
C) a promise that you will grant the request in the future.
D) an adapted goodwill comment.
E) an apology for causing inconvenience to the customer.

Question 26

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

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 27

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

A) Presenting the facts in a blunt manner
B) Not offering an alternative solution
C) Not trying to cushion the bad news
D) Finding a fair and reasonable explanation
E) Making sure not to put any explanation and just maintaining the main goal to convey the refusal

Question 28

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

A) "Please refer to my order dated May 1 about..."
B) "We appreciate the prompt handling of our order..."
C) "Upon checking your shipment I found all to be in order except for.."
D) "I was very disappointed to see that seven of the Waldon China sets received under Invoice 717 were broken..."
E) "Your inefficiency and carelessness in packing has caused the damage of..."

Question 29

Which of the following is the best strategy when setting up the negative news in an indirect-order message?

A) To never offer an alternative solution
B) To show that your reasons for the negative decision actually will benefit the reader in the long run
C) To use a blunt manner to explain where the reader went wrong
D) To directly deliver the message without explanation
E) To refrain from cushioning the message's main negative point

Question 30

Which of the following is true of the use of a strategic buffer when writing bad-news messages?

A) A strategic buffer conveys bad news in a blunt manner.
B) A strategic buffer is used to directly deliver the message without explanations.
C) A strategic buffer does not indicate what the rest of the message talks about.
D) A strategic buffer is used when the writer is not trying to cushion the bad news.
E) A strategic buffer is used when the writer is trying not to offer an alternative solution at any cost.

Question 31

Which of the following is the first step in the general plan to refusing requests?

A) To begin with words that indicate a response to the request
B) To provide a direct answer to the request
C) To include an on-subject comment that is favors the answer
D) To include a review of the preceding communications
E) To include a "thank you" for the inquiry

Question 32

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

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."

Question 33

Which of the following is the best strategy when setting up the negative news in an indirect-order message?

A) Your strategy should include a message which does not cushion the negative point.
B) Your strategy might be to explain the fairness of a certain action.
C) Your strategy should include direct delivery of the message without explanation.
D) Your strategy might be to use a blunt manner of explaining where the reader went wrong.
E) Your strategy must be to never offer an alternative solution.

Question 34

Which of the following is appreciated by readers when receiving a bad-news message?

A) Bad news presented without any alternative solution being offered
B) Direct delivery of the message without explanations
C) A bluntly worded explanation of what went wrong
D) A gradual introduction to the message's main negative point
E) An explanation that does not cushion the message's main negative point

Question 35

Which of the following sentences is an example of a good way to present bad news?

A) "State law prohibits us from returning any product with a broken seal back into our stock."
B) "Since you have broken the seal, state law prohibits us from returning the product to stock."
C) "You made the mistake of breaking the product's seal, which prohibits us from returning the product to stock."
D) "If you had not broken the seal, we could have returned the product to stock."
E) "We can understand why you broke the seal, but now we can't return the product to stock."

Question 36

Which is the following sentences is best to end an indirect claim message concerning a 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 37

Which of the following is most appropriate when denying credit to a customer?

A) A suggestion that the customer make cash purchases at this time
B) A comment about the quality of one's merchandise or service
C) A reminder of the customer's poor credit rating
D) A refusal to sell to the customer
E) A statement bluntly informing the customer that it is against company policies

Question 38

Which of the following is the best way to present one's reasoning for bad news to be conveyed to a customer?

A) "The phone was damaged because you used it improperly, so nothing can be done."
B) "I cannot help you in any way as the fault is entirely yours."
C) "The rules of the company were clearly stated and your claim cannot be accepted."
D) "You made the mistake of misusing your product so I cannot help you in any way."
E) "Company policies do not allow us to return to stock products with broken seals for the safety of our stakeholders."

Question 39

Select the best of these closing sentences for a message refusing to participate as a speaker at an event.

A) "I wish the event turns out to be a great success."
B) "I regret that I must refuse."
C) "I sincerely hope that you understand why I made this decision."
D) "Perhaps next time I will not have to refuse."
E) "Please forgive me this time."

Question 40

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

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 41

Which of the following statements is the best closing statement for a claim message?

A) "You must resolve my problem by May 22, or I will report you to the Better Business Bureau."
B) "It would be extremely difficult for me to recommend you to others after this incident."
C) "I would be thankful if you could solve this problem by Monday."
D) "On the basis of my experience with your inferior product, I demand a refund."
E) "You have been extremely disappointing in meeting your claims of prompt delivery."

Question 42

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

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 43

Which of the following is the first step while making a general plan while making an adjustment refusal?

A) To use words that are on subject and be neutral about the decision
B) To present the strategy that explains or justifies being factual and positive
C) To directly inform the reader of their mistakes that led to the refusal
D) To maintain a tone that is positive, forward-looking, with friendly words
E) To refuse clearly and positively, perhaps including a counterproposal

Question 44

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

A) 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 as part of the goodwill closing.
D) before the paragraph stating the reasoning.
E) before the paragraph that calls attention to the facts of the case.

Question 45

The best approach to stating the problem in an indirect claim request message is to:

A) build up to it in the second paragraph.
B) state it in the first paragraph.
C) state it at the end of the last paragraph after a long explanation.
D) state it in the last sentence of the message.
E) state it in the middle of the second paragraph.

Question 46

Which of the following is the first step to be taken while outlining your claim message?

A) To end positively-friendly but firm
B) To directly present the claim
C) To identify the situation and lead into the problem
D) To seek corrective action
E) To present enough of the facts to permit a decision

Question 47

Which of the following is the last step to be taken while outlining your claim message?

A) To present enough of the facts to permit a decision
B) To end positively-friendly but firm
C) To seek corrective action
D) To directly present the claim
E) To identify the situation and lead into the problem

Question 48

The most appropriate approach to follow in writing a message presenting the facts about an indirect claim is to:

A) show your anger as you present the facts.
B) state directly that the reader's company was at fault.
C) clearly and objectively present the facts.
D) skillfully avoid stating the negative facts.
E) demand compensation because the facts are already known to the reader.

Question 49

Which of the following is best when describing your problem in an indirect claim message?

A) The words describing the problem should express disinterest in a continued relationship.
B) The words describing the problem should make the reader realize his or her mistake.
C) The words describing the problem should be blunt.
D) The words describing the problem should be courteous yet firm.
E) The words describing the problem should be focused on feelings rather than mere facts.

Question 50

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

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 51

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

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 52

The goal in an indirect claim message is to:

A) ensure that you place the blame on the reader and his or her company.
B) convince your recipient that you deserve compensation for a situation that has occurred.
C) make sure the reader realizes his or her mistake.
D) ensure that the reader does not think you are disappointed by their actions.
E) make the reader feel guilty and responsible for his or her actions.

Question 53

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

A) "Thank you for your message telling us about your problems with your electric mixer."
B) "You should not have experienced problems with your electric mixer."
C) "You are right about expecting your electric mixer to withstand normal kitchen use."
D) "Your message dated 16 December has been received."
E) "I am pleased to receive your message dated 16 December."

Question 54

Which of the following options is best for the closing of an adjustment refusal message?

A) An appropriate, positive comment
B) A negative apology
C) A reference to the problem
D) A detailed description of the reader's mistakes
E) A statement of facts which shows the reader is to blame

Question 55

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

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 56

Which of the following phrases is the best for an adjustment refusal message?

A) "For these reasons, we can give a full refund only when.."
B) "If only you had..."
C) "We must refuse..."
D) "I regret to inform you..."
E) "Company policy states that..."

Question 57

Which of the following is true of writing a claim message?

A) You should not present enough of the facts to permit a decision.
B) You should not seek corrective action.
C) You should first identify the situation and lead into the problem.
D) You should end with an apology or a negative comment.
E) You should not be firm when stating the facts.

Question 58

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

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 59

Which of the following phrases is best to begin an adjustment refusal message?

A) "Refusal of your July 7 claim.."
B) "Why your July 7 claim is not justified..."
C) "The facts concerning our request for adjustment.."
D) "Your recent request for adjustment..."
E) "Your July 7 request for adjustment..."

Question 60

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

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 61

Which of the following should you avoid while selecting a strategy for announcing negative news?

A) Cementing your effort to cover the matter positively
B) Choosing the option that will most likely prepare your reader to accept the coming bad news
C) Leaving your readers feeling that you have considered their interests
D) Informing the audience bluntly about the negative news
E) Selecting a strategy that will set up or begin the explanation that justifies the announcement

Question 62

Briefly describe how to present bad news positively.

Question 63

The closing in a negative announcement should:

A) be bluntly stated.
B) justify why it is not your fault.
C) express your grievances leading to the negative situation.
D) be focused on your emotions.
E) cement your effort to cover the matter positively.

Question 64

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

Question 65

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

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 66

Describe the outline for the general plan for refused requests.

Question 67

What strategies should one consider when faced with the situation of making a negative announcement?

Question 68

How should one word the closing in a refusal letter?

Question 69

Describe how a strategy is developed when writing adjustment refusals.

Question 70

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

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 71

Explain the role of a strategic buffer in a bad-news message.

Question 72

How should one begin an indirect claim message?

Question 73

How do you choose the right tone in indirect claims?

Question 74

When writing adjustment refusals, how should one refuse positively and close courteously?

Question 75

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

A) When it is reasonable to expect that the readers would be angered by an indirect presentation, you should write a direct message.
B) You should use negative comments when presenting the news itself.
C) A skillful handling of a negative announcement should involve offering no further help.
D) When making a negative announcement, your fIrst step should be to determine your overall strategy.
E) The ending should involve a negatively worded apology.