Deck 6: Writing Bad-News Messages

Question 1

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

Answer 1

True

Question 2

One must clearly express personal disappointment in an indirect claim message.

Answer 2

False

Question 3

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

Answer 3

True

Question 4

In the context of writing indirect claims, if a writer is completely in the right, he or she can use hostile or defensive language to firmly establish his or her case.

Question 5

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

Question 6

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

Question 7

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

Question 8

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

Question 9

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

Question 10

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

Question 11

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

Question 12

A good strategy to set up an adjustment refusal is to avoid beginning on a point of common agreement.

Question 13

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

Question 14

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

Question 15

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

Question 16

The closing in an indirect claim message should not indicate that the writer is trying to maintain a positive relationship with the reader.

Question 17

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

Question 18

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

Question 19

When writing indirect claim messages, one must ensure that one uses language that focuses equally on feelings as well as facts.

Question 20

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

Question 21

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

A) The AC was damaged due to fluctuation in 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 product you bought did not have a warranty, so we cannot repair it without payment.
E) We cannot make a refund, but you may choose another product from our website.

Question 22

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

A) We have already loaned our equipment to other charitable organizations.
B) We wish we could help you because the youth are clearly benefiting from your efforts.
C) This is to inform you that our 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.
E) Although we would like to grant your request, we are not able to do so at this time.

Question 23

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

A) To keep our costs low and our prices competitive, we only give refunds 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 24

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

A) repeat the main reason for the refusal
B) give 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 25

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 in the long run.
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 26

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 in your shoes.
E) Find a fair and reasonable explanation for your refusal.

Question 27

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 28

Which of the following would be the least effective closing subject matter 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 29

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) begin with a summary of the preceding communications
E) conclude with an expression of regret for delivering the bad news

Question 30

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 31

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

A) Thank you in advance.
B) Please grant this claim.
C) You have no choice but to repair the product.
D) Please send us a replacement before Monday.
E) You are responsible for the damages, so you must repair the defective product.

Question 32

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

A) Because your credit score is 550 (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 33

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

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 34

Which of the following is true of the use of 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 35

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

A) The phone 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 36

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

A) Please refer to my unfulfilled order dated May 1 about…
B) We appreciate the prompt handling of our order…
C) I received the shipment that was sent on August 24…
D) I was very disappointed to see that seven of the Weldon China sets received were broken…
E) Your inefficiency and carelessness in packing has caused the damage of…

Question 37

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?

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 attending this event.

Question 38

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 out the names of other people or companies who are similarly affected

Question 39

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 permit…
C) For these reasons, what we can do is…
D) We deeply regret to inform you…
E) We are sorry to say that…

Question 40

Which of the following guidelines should be followed when delivering messages carrying 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 mistakes.
E) Give the reader the impression that the situation is positive by not emphasizing the negative news.

Question 41

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

A) You should manipulate the facts to permit a favorable decision.
B) You should avoid seeking corrective action.
C) You should first identify the situation and lead into the problem.
D) You should end the message with an apology.
E) You should not be firm when stating the facts.

Question 42

Which of the following is the first step to be taken when drafting your claim message?

A) Create a positive-friendly but firm goodwill statement.
B) Directly present the claim.
C) Identify the situation and lead into the problem.
D) Seek immediate corrective action.
E) Present an elaborate account of the facts to permit a favorable decision.

Question 43

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 44

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 45

Which of the following phrases is the most appropriate 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 your request for adjustment are unclear at…
D) Requests for adjustment at this time…
E) Your July 7 request for adjustment…

Question 46

Which of the following sentences is the most appropriate to use at the beginning of an indirect claim message?

A) You must find a solution to this problem because it has repeatedly disappointed me.
B) I would like to put forth a very serious complaint against your substandard services.
C) We received our lawn mower on December 24.
D) Based on my negative experience with your services, I demand a refund.
E) You have not delivered your goods in proper condition.

Question 47

Select the guideline that would help 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 readers of their mistakes 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 48

When writing claim messages in the indirect order, you should _____.

A) maintain a harsh tone to emphasize the seriousness of the issue
B) introduce the problem clearly in the first paragraph
C) use emotional reasoning to persuade your reader to see your point of view
D) end your message with a firm statement indicating your displeasure
E) write your sentences in the active voice

Question 49

How should you describe 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 be blunt and negative.
C) The words describing the problem should provoke the reader into reacting.
D) The words describing the problem should be courteous yet firm.
E) The words describing the problem should focus on your feelings.

Question 50

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

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

Question 51

In composing a claim message using the indirect approach, you should _____.

A) use an objective tone to advance your cause
B) advance your cause with one-sided language
C) never request a specific adjustment or alternative solution
D) leave it to your reader to decide what is fair
E) emphasize your feelings as much as possible

Question 52

Which of the following is NOT a guideline that you should follow when writing a claim message?

A) Your closing should indicate that you are trying to maintain a positive relationship.
B) Because you expect resistance from your reader, you must write your message in active voice.
C) Your message should give just enough information to allow the reader to make a judgment.
D) If there were consequences to what happened, include them.
E) Present your case using facts and logic and avoid focusing on your emotions.

Question 53

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 54

The most appropriate approach to follow when presenting facts in an indirect claim message is to _____.

A) express your disappointment as you present the facts
B) state directly that the reader's company was at fault
C) clearly and objectively present the facts
D) advance your cause with accusatory, one-sided language
E) skillfully avoid stating the negative facts

Question 55

Identify the best guideline to 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 56

Which of the following is the last step to be taken when drafting your claim message?

A) Recap the major facts to permit a decision.
B) End positively-friendly but firm.
C) Seek corrective action.
D) Directly present the claim.
E) Present an overview of the problem.

Question 57

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 58

Your company manufactures electric toasters. One of your customers, Jason Holmes, writes a claim, demanding a compensation for his faulty toaster. On examining the faulty product, a service executive in your company discovers that someone dismantled the toaster and attempted to fix it. Which of the following statements is the best way to phrase your refusal of Jason'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 toaster on your own has rendered the product warranty void.

Question 59

Your goal in an indirect claim message is to _____.

A) ensure that your recipient admits that it was his or her fault
B) convince your recipient that you deserve some kind of compensation
C) ensure that your recipient apologizes for his or her mistake
D) let your recipient know that you are disappointed with the turn of events
E) indicate that you may discontinue using your recipient's services

Question 60

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

A) You must resolve this problem by May 22.
B) I cannot recommend your services to potential customers after this incident.
C) Please resolve the issue by Monday so that I can ship my products on time.
D) On the basis of my negative experience with your inferior product, I demand a refund.
E) If you do not fix this problem, I will report you to the Better Business Bureau.

Question 61

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 in 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) When making a negative announcement, your first step should be to determine your overall strategy.

Question 62

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

Question 63

How should one begin an indirect claim message?

Question 64

Describe how a strategy is developed when writing adjustment refusals.

Question 65

Describe the outline for the general plan for refused requests.

Question 66

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

Question 67

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 68

How should one word the closing in a refusal letter?

Question 69

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 70

Briefly describe how to present bad news positively.

Question 71

How do you choose the right tone in indirect claims?

Question 72

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

Question 73

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

Question 74

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 75

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