Question 1

Which of the following best exemplifies how a sentence should be structured when delivering negative news?

Accepted Answer

This sentence delivers negative news (no refund) but offers a positive alternative (choosing another product), which is a more tactful way to communicate bad news.

Question 2

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

Accepted Answer

Starting with a positive note by acknowledging the important work of the charity sets a respectful and appreciative tone before delivering the refusal.

Question 3

Which of the following sentences presents the bad news most effectively?

Accepted Answer

This sentence presents the bad news in a positive and professional manner by explaining the policy clearly and focusing on the company's need to maintain competitive pricing.

Question 4

The most appropriate way to end a message refusing a request is to _____.

Accepted Answer

Ending with an adapted goodwill comment helps maintain a positive relationship and leaves the reader with a positive impression, even after a refusal.

Question 5

Which of the following is a good strategy to use when delivering bad-news messages?

Accepted Answer

Showing that your reasons for the negative decision will benefit the reader in the long run can help soften the blow of bad news and make the message more understandable. It also shows that you are considering the reader's best interest and not just rejecting their request without reason. Avoiding offering an alternative solution for regular customers (A), directly telling readers where they went wrong and what led to the refusal (C), or delivering the message without any explanation or reasoning (D) can come across as insensitive and unprofessional. Emphasizing the main negative point (E) could make the message too harsh and not provide enough context for the reader.

Question 6

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

Accepted Answer

Finding a fair and reasonable explanation for your refusal is the best approach as it shows that you have considered the request and have a valid reason for refusing. This approach helps maintain a positive relationship with the requester and leaves the door open for future requests. The other options either shift blame, create conflict, or show a lack of empathy for the reader's situation, which can damage the relationship.

Question 7

Which of the following is true of writing messages following the general indirect plan?

Accepted Answer

When writing messages following the general indirect plan, it is important to gradually introduce the negative point in the course of writing the message to make sure the reader is prepared to receive the bad news. This can be done by starting with a buffer, providing an explanation or background information, and then easing into the main point. It is also important to show concern for the reader's feelings and offer possible alternatives or solutions when presenting bad news. Avoiding a direct delivery of negative news or giving a blunt and negatively worded explanation can make the reader defensive and lead to a breakdown in communication. Additionally, giving a clear presentation of the facts involved is important but should be done in a way that considers the reader's perspective.

Question 8

Which of the following would be the least effective closing subject matter for the refusal of a request?

Accepted Answer

The answer of Which of the following would be the...

Question 9

When delivering bad news, you should _____.

Accepted Answer

When delivering bad news, it's important to examine your apology for any legal implications to avoid admitting liability or making promises that could have legal consequences.

Question 10

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

Accepted Answer

Explaining the fairness of a certain action helps to prepare the reader for the negative news by providing context and rationale, making it easier for them to understand and accept the decision.

Question 11

Select the most appropriate sentence or phrase to end an indirect claim message concerning a defective product.

Accepted Answer

The answer of Select the most appropriate sentence or phrase...

Question 12

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

Accepted Answer

Option A provides a clear and specific reason for the denial of credit and offers an alternative method of payment. It does not make any judgments or negative comments about the customer's creditworthiness.

Question 13

Which of the following is the best way to structure your sentence in refusing a request?

Accepted Answer

Offering an alternative or a solution, as in choice E, is a positive way to refuse a request while maintaining a good relationship.

Question 14

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

Accepted Answer

A strategic buffer is an opening that is relevant to the message but does not state the bad news. It is used to ease the reader into the main message and soften the impact of the bad news. It could be a compliment, appreciation, or an explanation that sets the context for the message. By starting with a strategic buffer, the writer invites the reader to continue reading, reduces resistance, and makes it easier to accept the bad news.

Question 15

Which of the following exemplifies a good way to present bad news to a customer?

Accepted Answer

Presenting bad news in a way that is fair and consistent to all customers is a good approach. This shows that the customer's request is not being denied because of any personal bias, but rather because of a company policy. It also avoids blaming the customer for their mistake and instead focuses on the company's policy.

Question 16

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

Accepted Answer

The answer of Which of the following phrases is best...

Question 17

Derek is asked to participate as a speaker at an official event. A few days before the program, Derek decides to write a message declining the request. Which of the following sentences should Derek use to end his message?

Accepted Answer

Ending the message with a positive note like wishing success for the event is a polite and professional way to conclude a message declining an invitation.

Question 18

Which of the following will help you set up your reasons for bad news effectively?

Accepted Answer

Citing the expert opinion of authorities whom both you and your reader respect can add credibility to your reasons for bad news and help soften the blow. It shows that the decision or outcome is not simply your personal opinion or preference, but rather based on the expertise of recognized authorities.

Question 19

Which of the following is the most appropriate phrase to use in a message refusing a request?

Accepted Answer

The answer of Which of the following is the most...

Question 20

Which of the following guidelines should be followed when delivering messages carrying bad news?

Accepted Answer

When delivering bad news, it is important to present the facts positively without confusing or misleading the reader. This allows the reader to understand the situation clearly and take appropriate action. Options A and E are not recommended as they can be perceived as insensitive or dishonest by the reader. Option C may not be appropriate in certain situations where it is important to provide context before delivering the bad news. Option D may not always be necessary, especially if the reader is not responsible for the situation that led to the bad news.

Quiz 6: Writing Bad-News Messages