Deck 9: Writing Bad-News Messages

Question 1

When refusing a request, you should begin the message with a buffer that sets up the discussion.

Answer 1

True

Question 2

In a message refusing a request, the refusal should be presented at the end of a paragraph as it is the most negative part of the message.

Answer 2

False

Question 3

One useful technique for presenting bad news positively is to present your reasoning using first and third person while avoiding second person.

Answer 3

True

Question 4

Unlike the other types of bad-news messages, you should end an adjustment refusal on a negative note.

Question 5

After reading bad news, readers usually appreciate a sincere apology more than an alternative solution.

Question 6

Companies usually have clear and reasonable guidelines for what constitutes a legitimate adjustment request.

Question 7

Adjustment refusals are used only when the reader has refused to pay the amount owed.

Question 8

A preliminary explanation in a bad-news message does not cushion the shock of bad news.

Question 9

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

Question 10

One of the ways to take the sting out of bad news is to link it with a reader benefit.

Question 11

You should write a bad-news message in a way that will help the reader accept the news as positively as possible.

Question 12

When making a negative announcement, you should remember that an indirect, tactful approach is usually better than an aggressive approach.

Question 13

In a bad-news message, a buffer does not explicitly indicate that negative news is coming.

Question 14

A good strategy to set up an adjustment refusal is to begin on a point of disagreement.

Question 15

Opening a message directly with the news that you are refusing the reader's request builds goodwill.

Question 16

If you think that your negative news will be accepted routinely, you can choose to write your message using the direct order.

Question 17

In the context of writing a request refusal when you are completely in the right, you can use hostile or defensive language to firmly establish why the refusal must be made.

Question 18

Research indicates that negative news is received positively when it is not preceded by an explanation.

Question 19

Unlike other refusal messages, an adjustment refusal does not begin with a buffer.

Question 20

In a bad-news message, a positive buffer will simply acknowledge your receipt of the reader's earlier message.

Question 21

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

A) A strategic buffer is an opening that is relevant to the message but does not state the bad news.
B) A strategic buffer is used to deliver the message directly without a preceding explanation.
C) A strategic buffer is used to convey bad news without hurting the sentiments of the reader.
D) A strategic buffer is an opening that is not relevant to the topic of the message.
E) A strategic buffer is used when the writer wants to avoid offering an alternative solution to the reader.

Question 22

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

A) Avoid offering an alternative solution for regular customers.
B) Show that your reasons for the negative decision will benefit the reader.
C) Directly tell your readers where they went wrong and what led you to refuse their request.
D) Deliver the message without any explanation or reasoning.
E) Emphasize the main negative point to ensure that your reader understands your intentions.

Question 23

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

A) Present information bluntly without focusing on the reader's emotions.
B) Deliver facts positively without confusing or misleading the reader.
C) Ensure that the reader gets to the main part of the message right away.
D) Suggest how the reader could avoid making the same mistake in the future.
E) Give the reader the impression that the situation is positive by not emphasizing the negative news.

Question 24

Shalene works for a hotel and needs to write a bad-news message to a group that has asked to use the hotel's conference space at a drastically reduced rate that wouldn't cover the expense of setting up the room and cleaning it after. In setting up her negative news, Shalene's goal is to

A) dismiss the group as not worth her time.
B) imply that the group might get to use the space.
C) shame the group for being cheap.
D) get the group to see the refusal as a reasonable business decision.
E) state that the group is being unreasonable.

Question 25

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

A) Place the blame on your company's policy or other external factors.
B) Assume that you are right and that your reader is wrong.
C) Avoid de-stressing the bad news when it is obvious that you are refusing a request.
D) Ask your reader to place himself or herself in your shoes.
E) Find a fair and reasonable explanation for your refusal.

Question 26

When delivering bad news, you should

A) examine your apology for any legal implications.
B) end your message on a negative note.
C) avoid showing concern for your reader as it can be misconstrued.
D) avoid using strategic buffers in your opening statement.
E) conclude with an expression of regret for delivering the bad news.

Question 27

Which of the following is the best way to begin the sentence containing your refusal?

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) What we can do is...

Question 28

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

A) The tablet was damaged because you used it improperly, so we cannot offer a replacement.
B) I cannot help you in any way as the fault is entirely yours for not reading the product documentation.
C) You were informed of the rules prior to purchase. Hence, we cannot accept your claim.
D) You made the mistake of misusing your product, so I cannot help you in any way.
E) In the interest of fairness, we cannot offer customized discounts to selective customers.

Question 29

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

A) presenting the reasons as facts, without couching them to reduce the impact
B) citing the expert opinion of authorities whom both you and your reader respect
C) letting the reader in on the bad news before presenting the reasons for it
D) presenting reasons for the bad news without actually delivering the bad news
E) listing the names of other people or companies who are similarly affected

Question 30

What are the two primary goals of a refused request?

A) to present the bad news and maintain goodwill
B) to convey the bad news and convince readers that they are at fault
C) to avoid presenting the bad news and be positive
D) to ignore the bad news and present an alternative solution
E) to apologize and present an alternative solution

Question 31

When presenting bad news, you should avoid using

A) second person.
B) first person.
C) third person.
D) the we-viewpoint.
E) the you-viewpoint.

Question 32

Which of the following statements about apologies in bad-news messages is true?

A) They should never be used in bad-news messages.
B) They are best included at the end of the message.
C) They always make the situation better.
D) They can make you appear wrong even when you are not.
E) They are an essential part of a bad-news message.

Question 33

The direct approach could be a good choice for a bad-news message if you expect

A) the news to be accepted as a routine part of a business relationship.
B) the customer will be shocked by the news.
C) the news will make the reader angry or upset.
D) to be able to solve the problem within a few days.
E) to surprise the reader by presenting good news.

Question 34

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

A) You should avoid offering an alternative solution to the reader when presenting bad news.
B) You should directly deliver the negative news without a preceding explanation.
C) You should give a blunt and negatively worded explanation of what went wrong.
D) You should gradually introduce the message's main negative point in the course of writing the message.
E) You should give a clear presentation of the facts involved rather than show concern for the reader's feelings.

Question 35

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

A) You should explain the fairness of a certain action.
B) You should present your reasoning after delivering the negative news.
C) You should deliver the negative news without giving an explanation.
D) You should bluntly explain where the reader went wrong.
E) You should avoid offering an alternative solution to the reader.

Question 36

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

A) To keep our costs low and our prices competitive, we give refunds only for unused merchandise returned within 30 days with a receipt.
B) Without a receipt, there is no way we can refund your purchase.
C) You obviously used the product, which means that you cannot receive a refund.
D) Many customers lose their receipts, but we still cannot refund your purchase.
E) We understand that you threw away the receipt because you planned to use the product, but that does not mean we can refund your money.

Question 37

Which of the following would be a good buffer statement for an indirect bad-news message?

A) If you had read the instructions, you would have noticed that electric heaters should not be left unattended.
B) You were absolutely correct to contact us, and I would love to help you!
C) Thank you for notifying us of the problem you have experienced with your electric heater.
D) I am positive we can find a way to help you.
E) I am afraid that I must share some bad news.

Question 38

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

A) The fan was damaged due to fluctuation in the power supply, so we cannot help you with any repair costs.
B) You apparently did not read the instructions, so it is not our fault that your product was damaged.
C) It is your responsibility to read the terms and conditions before purchasing a product.
D) The television you bought did not have a warranty, so we cannot repair it without payment.
E) We cannot make a refund, but you may choose a comparable product from our website.

Question 39

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

A) Because your credit score is 620 (700 is required), a credit payment is not an option; however, you may pay with cash.
B) A good credit score is important if you don't want to pay with cash.
C) Because of your bad credit rating, you will not be allowed to pay by credit.
D) We are denying your request to pay by credit.
E) You must pay with cash, as it is against company policy to give credit to people with a poor credit rating.

Question 40

Which of the following statements about writing bad-news messages is true?

A) If you must say "no," it is best to use the direct approach.
B) It is best to use the indirect approach if you expect your reader to accept the negative news routinely.
C) A direct approach may be appropriate if you need to convince your readers that there is a problem they must act to solve.
D) The indirect approach should be used with all bad-news messages.
E) The direct approach should be used if you expect your message to shock or anger your reader.

Question 41

Which of the following should be used to close an adjustment refusal message?

A) an appropriate, positive comment
B) an apology restating your inability to grant the adjustment
C) a reference to the facts related to the problem
D) a brief account of the reader's mistakes
E) a statement claiming no one is at fault

Question 42

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

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 detailed counterproposal

Question 43

Your focus when closing an adjustment refusal is to

A) apologize to the reader.
B) reiterate the bad news.
C) move beyond the bad news toward future business.
D) refuse the reader's request for adjustment.
E) promote your company's products.

Question 44

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

A) repeat the main reason for the refusal.
B) make a sincere expression of regret.
C) promise that you will consider granting the request in the future.
D) give an adapted goodwill comment.
E) apologize for causing inconvenience to the reader.

Question 45

Dexter needs to write a message refusing a request for the use of a company's garden space for a photo shoot. Which of the following is the best way to begin?

A) We have already rented the space to another group for the month.
B) We wish we could help you because the arts are important.
C) This is to inform you that company property cannot be used for your purpose.
D) Thank you for letting us know about your interest in our garden facility.
E) Although we would like to grant your request, we are not able to do so at this time.

Question 46

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

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

Question 47

Which of the following should you do when making an adjustment refusal?

A) Begin your message on the point of disagreement.
B) Focus on a strategy that tells the reader what he or she wants to hear.
C) Logically present your reasons for refusal, using your company's relevant policy or practice.
D) Use a subdued, negative tone as befits the bad news.
E) Refuse the reader's request in a roundabout way so that it is not clear that you are actually refusing.

Question 48

Dorian has received a message from a customer. The customer claims that the wooden rocking chair she bought from Dorian's company was ruined in the rain, so she wants her money back. The furniture Dorian's company makes is all intended for inside use, and this is stated in the care guide given to each customer at the time of sale. In order to respond to this customer, Dorian needs to write

A) a negative announcement.
B) an adjustment refusal.
C) a claim letter.
D) an apology note.
E) a sales message.

Question 49

Which of the following is the most appropriate phrase to use in an adjustment refusal message?

A) We're sorry for the inconvenience…
B) If only you had…
C) We must refuse...
D) I regret to inform you…
E) Company policy states that…

Question 50

Which guideline should be followed when writing a negative announcement?

A) You should avoid ending the announcement on a positive note as this can mislead the reader.
B) You should reserve forward-looking closings for external announcements.
C) You should avoid expressing gratitude as this can contradict the announcement.
D) You should begin the announcement with complimentary or cordial talk.
E) You should use a blunt or aggressive approach when making the announcement.

Question 51

Which of the following statements about adjustment refusals is true?

A) They are made in response to requests for donations of time or materials.
B) They are made when you have no guidelines for refusal.
C) They are made when facts require that you deny a claim.
D) They are usually made in response to legitimate claims.
E) They are typically positive messages.

Question 52

Nils is asked to participate as a speaker at an official event, but he decides to write a message declining the request. Which of the following sentences should Nils use to end his message?

A) I hope the event turns out to be a great success.
B) It is with regret that I must refuse your request.
C) I hope that you understand why I made this decision.
D) Perhaps next time I will not have to refuse such an offer.
E) As you know, I have valid reasons for not attending this event.

Question 53

Which of the following should you avoid when making an adjustment refusal?

A) beginning your message on a point of common agreement
B) spending time on a strategy that gives a factual and positive explanation for your refusal
C) directly informing the readers of their mistakes that led to the refusal
D) maintaining a positive, forward-looking, and friendly tone
E) refusing clearly and positively, perhaps including a counterproposal

Question 54

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

A) We apologize for your problems with your clothes dryer.
B) You should not have experienced problems with your clothes dryer.
C) You are right to expect your clothes dryer to withstand normal use.
D) I must refuse your request for reimbursement of your clothes dryer.
E) The instructions state that it is necessary to remove the lint from the lint trap after each use.

Question 55

Which of the following phrases would be the most appropriate to begin an adjustment refusal message?

A) Refusal of your April 7 claim…
B) Why your April 7 claim is not justified…
C) The facts concerning your request for adjustment are unclear at…
D) Requests for adjustment at this time…
E) Your April 7 request for adjustment…

Question 56

In an adjustment refusal, your refusal

A) should be the logical result of your explanation.
B) should explain exactly what the reader did wrong.
C) must contain an apology.
D) should note that the reader is being reasonable in the request.
E) needs to use exceptionally positive language.

Question 57

Which of the following guidelines would best help you create a good adjustment refusal message?

A) Begin with words that are relevant to the topic and are neutral about the decision.
B) Present your justification as bluntly as possible.
C) Directly inform the reader of his or her mistake that led to the refusal.
D) End your message on a negative note to remind the reader of your decision.
E) Refuse clearly and politely, but avoid including a counterproposal.

Question 58

Which of the following statements would be best included in making your case in an adjustment refusal?

A) You should not have placed the toaster in the dishwasher.
B) The warranty on the product expired in 2015.
C) If you had followed the product instructions, this would not have happened.
D) You made a mistake when you failed to follow the product instructions.
E) I am sorry that you failed to read the warning label.

Question 59

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

A) in 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, after the goodwill closing.
D) before the paragraph that states the reasoning behind your decision.
E) before you call to attention the facts of the case.

Question 60

Your company manufactures riding lawn mowers. One of your customers, Marie, writes a claim, demanding a compensation for her faulty mower. On examining the faulty product, a service executive in your company discovers that someone dismantled the mower and attempted to fix it. Which of the following statements is the best way to phrase your refusal of Marie's claim for adjustment?

A) Our contract, which you signed, clearly absolves us of any liability in this case.
B) If you read our contract, you would know that we are not liable to pay compensation in such cases.
C) Paragraph 2 of our contract clearly shows that your claim is without foundation.
D) As stated in our contract, we are liable to pay compensation only when our personnel repair the equipment.
E) Your attempt to repair the lawn mower on your own has rendered the product warranty void.

Question 61

How should the closing in a refusal letter be worded?

Question 62

Briefly describe how one should develop a strategy while refusing a request.

Question 63

The closing in a negative announcement should

A) recall the main message of the announcement.
B) justify why it is not your fault.
C) express your grievances surrounding the negative situation.
D) focus on your emotions.
E) cement your effort to cover the matter positively.

Question 64

Give an example of a situation where the direct approach would be the best choice for delivering a bad-news message and an example of a situation where the indirect approach would be best.

Question 65

Which of the following should be the first step when preparing a negative announcement?

A) to provide solutions to the problems 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 deliver the bad news positively but clearly

Question 66

Briefly describe how to present bad news positively.

Question 67

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

Question 68

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

A) Bad news should be presented 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) The message should not try to justify the negative announcement.

Question 69

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

Question 70

Describe the outline for the general plan for the indirect approach to refused requests.

Question 71

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

Question 72

Describe how a strategy is developed when writing adjustment refusals.

Question 73

Briefly describe the guidelines and considerations for apologies in a refused request.

Question 74

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

A) cementing your effort to cover the matter positively
B) choosing a strategy that prepares your reader to accept the bad news
C) leaving your reader with the feeling that you have considered his or her interests despite the negative announcement
D) selecting a strategy that will set up or begin the explanation that justifies the announcement
E) informing your reader about the negative news in a blunt, direct, and honest manner

Question 75

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

A) As your reader is likely to be disappointed, you must write your announcement using the direct order.
B) You should begin your message positively despite the risk of misleading your readers.
C) You should not attempt to help solve the problem that the negative news may have created for your reader.
D) You should end your announcement with a well-written apology.
E) Your first step should be to determine your overall strategy.