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.
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B
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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.
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Examples will vary. A possible example o...View Answer
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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.
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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.
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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.
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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.
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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.
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B
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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
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False
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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…
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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.
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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.
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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.
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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…
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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.
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