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WorksheetsBusiness Communications Chapter 8 Quiz
Total questions: 20
Worksheet time: 10mins
If you think that your negative news will be accepted routinely, you might consider writing your message using the direct order.
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false
A preliminary explanation in a bad-news message buffers the shock of bad news.
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In a bad-news message, a positive buffer usually simply acknowledges your receipt of the reader’s earlier message.
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false
You should write a bad-news message in a way that will help the reader accept the news as positively as possible.
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false
After reading bad news, readers usually appreciate a sincere apology more than an alternative solution.
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false
When refusing a request, you should begin the message with a buffer that sets up the discussion.
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If you are writing a request refusal when you are clear of any wrongdoing, you can use harsh or defensive language to firmly establish why the refusal must be made.
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The direct approach could be a good choice for a bad-news message if you expect
the news to be accepted as a routine part of a business relationship.
the customer will be shocked by the news.
the news will make the reader angry or upset.
the news will disappoint the reader.
An opening in a bad-news message that is relevant but does not state the bad news is called
a strategic buffer.
an adjustment refusal.
an indirect claim.
an alternative solution.
Which of the following would be a good buffer statement for an indirect bad-news message?
If you had read the label, you would know not to leave the space heater unattended.
Thank you for notifying us of the issue you experienced with your space heater.
I am afraid that I must share some bad news.
Which of the following statements about writing messages following the general indirect plan is true?
You should directly deliver the negative news without a preceding explanation.
You should give a blunt, brief explanation of what went wrong.
You should gradually introduce the message’s main negative point in the course of writing the message.
You should give an impersonal presentation of the facts involved rather than show concern for the reader’s feelings.
To set up negative news in an indirect message, one good strategy is to
present facts that clearly make the decision necessary.
deliver the negative news before presenting your reasoning.
explain in detailed terms where the reader went wrong.
avoid offering an alternative solution to the reader.
Which of the following is most appropriate when denying credit to a customer?
Because your credit score is 620 (700 is required), a credit payment is not an option; however, you may pay with cash.
A good credit score is important if you don’t want to pay with cash.
Because of your bad credit rating, you will not be allowed to pay by credit.
We are denying your request to pay by credit.
You must pay with cash, as it is against company policy to give credit to people with a poor credit rating.
When delivering an apology with bad news, you should
examine your apology for any legal implications.
avoid showing concern for your reader as it can be misconstrued.
avoid using strategic buffers in your opening statement.
Which of the following statements about apologies in bad-news messages is true?
They should never be used in bad-news messages.
They always make the situation better.
They can make you appear wrong even when you are not.
They are an essential part of a bad-news message.
Which of the following is the best approach to refusing requests?
Assume that you are right and that your reader is wrong.
Avoid minimizing the bad news when it is obvious that you are refusing a request.
Ask your reader to place themself in your position.
Find a fair and reasonable explanation for your refusal.
What are the two primary goals of a refused request?
to present the bad news and maintain goodwill
to convey the bad news and place fault with the reader
to avoid presenting the bad news and apologize
Which of the following examples would be the least effective closing for the refusal of a request?
Perhaps you could ask the park district if they offer such a space for your meeting.
Your project sounds very interesting, and I wish you the best of luck with it.
Again, I regret that we must refuse.
I recommend applying for our arts grant instead, which might better fit your request.
The most appropriate way to end a message refusing a request is to
repeat the main reason for the refusal.
promise to consider granting the request in the future.
include an adapted goodwill comment.
Ravi is asked to participate as a judge in a cooking competition, but he decides to write a message declining the request. Which of the following sentences should Ravi use to end his message?
I hope the competition turns out to be a great success.
It is with great regret and sadness that I must refuse your request.
I have valid reasons for not participating in this event.
