Question 1

You have received an urgent email from a team member requesting a report on the progress of a project. You were away on holidays for two weeks and require additional time to collect and analyze the data gathered. Write an email in response and include the following:
• confirm receiving the request
• explain the reason for the delay in submitting the report
• suggest a timeline when you can get back to the team member with the required information
• end the message appropriately

Accepted Answer

Dear [Team Member],

Thank you for reaching out to me regarding the progress report for the project. I can confirm that I have received your urgent email.

I apologize for the delay in submitting the report as I was away on holidays for the past two weeks. I understand the urgency of the request and I am currently in the process of collecting and analyzing the data gathered during my absence.

I anticipate that I will need an additional week to thoroughly review the data and compile the necessary information for the report. Therefore, I will be able to get back to you with the required information by [date].

I appreciate your understanding and patience in this matter. Please let me know if there are any specific details or updates that you require for the report.

Thank you for your cooperation.

Best regards,
[Your Name]

Question 2

In the direct approach, what extra step should you take if the message is bad news rather than good news?

Accepted Answer

offer the reader a helpful alternative

Question 3

When delivering bad news indirectly, how should you close your communication?

Accepted Answer

with a goodwill statement

Question 4

Write letter to address the following situation. Decide whether to use the indirect or direct approach and whether you will be formal or informal.
You are the owner and director of a successful daycare centre located in the affluent Shaughnessy Heights neighbourhood in Vancouver, BC. Little Ducklings Daycare started with just four children and now enrolls 52 children. The reputation of your centre in the community is so good that there is a waiting list of 64 children. In fact, parents are beginning to register their children with Little Ducklings when they are expecting! As the daycare director and owner, you are faced with a dilemma that you have not encountered in your ten years of operation. You must expel a child, and it is your responsibility to write a letter to the child's parents explaining the reasons for the expulsion and your position.
You must tell Dr. and Mrs. Wong that their 4-year-old son, Benjamin, is being expelled from Little Ducklings. Benji entered the daycare centre three months ago and things just haven't been the same since. The child is not able to get along with other children. In his three months at Little Ducklings, he has bitten five children (causing one child to require stitches and a tetanus shot); kicked a teaching assistant; and scratched, hit, and pulled hair on a regular basis. Seven other parents have threatened to pull their children out of the centre if Benji does not leave. You have had several conferences with the parents, but have observed no change in Benji's behaviour. Dr. and Mrs. Wong seemed reasonable and concerned about the future of their son. Write a letter to the Wongs, remembering that Benji is their only child; choose your words carefully.

Accepted Answer

The answer of Write letter to address the following situation....

Question 5

How can you graciously decline an invitation?

Accepted Answer

The answer of How can you graciously decline an invitation?...

Question 6

Give three reasons for avoiding email as a medium for delivering bad-news messages.

Accepted Answer

The answer of Give three reasons for avoiding email as...

Question 7

What are the most frequent reasons for refusing a request for credit?

Accepted Answer

The answer of What are the most frequent reasons for...

Question 8

Outline the sequence of steps in the indirect approach.

Accepted Answer

The answer of Outline the sequence of steps in the...

Question 9

In the indirect approach, what is a "buffer"?

Accepted Answer

The answer of In the indirect approach, what is a...

Question 10

What should a company take into consideration when turning down a job applicant?

Accepted Answer

The answer of What should a company take into consideration...

Question 11

Name three reasons for using the direct approach in giving bad news.

Accepted Answer

The answer of Name three reasons for using the direct...

Question 12

The more ______ you are when declining an invitation, the more you will appear to have taken the invitation seriously.

Accepted Answer

The answer of The more ______ you are when declining...

Question 13

In turning down a job applicant, when should an employer take the time to write a personal letter rather than a form letter?

Accepted Answer

The answer of In turning down a job applicant, when...

Question 14

List the sequence of steps in turning down a request for credit.

Accepted Answer

The answer of List the sequence of steps in turning...

Question 15

write email messages for the described situations. Decide whether to use the indirect or direct approach and whether you will be formal or informal.

-You were going to have a meeting with your department manager later today. Unfortunately, your plans have changed as your child has been sent home because he is ill. You will not be able to meet today. Write an email and include the following:
• inform your manager that you can't meet today; give reasons
• suggest a new time to meet
• apologize for any inconvenience
• end the message appropriately

Accepted Answer

The answer of write email messages for the described situations....

Question 16

Give five of the dos and don'ts of refusing a claim.

Accepted Answer

The answer of Give five of the dos and don'ts...

Question 17

Outline the steps in delivering bad news using the direct approach.

Accepted Answer

The answer of Outline the steps in delivering bad news...

Quiz 5: Bad-News Correspondence