Exam 8: Maintaining Goodwill in Bad-News Messages

A) ensure that you place the blame on the reader and his or her company.
B) convince your recipient that you deserve compensation for a situation that has occurred.
C) make sure the reader realizes his or her mistake.
D) ensure that the reader does not think you are disappointed by their actions.
E) make the reader feel guilty and responsible for his or her actions.

Correct Answer

verified

Show Answer

Correct Answer

verified

Show Answer

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

Correct Answer

verified

Show Answer

A) Bad news presented without any alternative solution being offered
B) Direct delivery of the message without explanations
C) A bluntly worded explanation of what went wrong
D) A gradual introduction to the message's main negative point
E) An explanation that does not cushion the message's main negative point

Correct Answer

verified

Show Answer

Correct Answer

verified

Show Answer

A) To begin with words that indicate a response to the request
B) To provide a direct answer to the request
C) To include an on-subject comment that is favors the answer
D) To include a review of the preceding communications
E) To include a "thank you" for the inquiry

Correct Answer

verified

Show Answer

A) The words describing the problem should express disinterest in a continued relationship.
B) The words describing the problem should make the reader realize his or her mistake.
C) The words describing the problem should be blunt.
D) The words describing the problem should be courteous yet firm.
E) The words describing the problem should be focused on feelings rather than mere facts.

Correct Answer

verified

Show Answer

A) "We have received your message requesting for the use of our duplicating equipment and wish we could help."
B) "Your message has been sent to me for consideration."
C) "We deeply regret that our duplication 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. The youth you serve are clearly benefiting from your efforts."
E) "Although we would like to grant your request, we are not able to do so at this time."

Correct Answer

verified

Show Answer

A) To present enough of the facts to permit a decision
B) To end positively-friendly but firm
C) To seek corrective action
D) To directly present the claim
E) To identify the situation and lead into the problem

Correct Answer

verified

Show Answer

A) You should not present enough of the facts to permit a decision.
B) You should not seek corrective action.
C) You should first identify the situation and lead into the problem.
D) You should end with an apology or a negative comment.
E) You should not be firm when stating the facts.

Correct Answer

verified

Show Answer

A) A strategic buffer conveys bad news in a blunt manner.
B) A strategic buffer is used to directly deliver the message without explanations.
C) A strategic buffer does not indicate what the rest of the message talks about.
D) A strategic buffer is used when the writer is not trying to cushion the bad news.
E) A strategic buffer is used when the writer is trying not to offer an alternative solution at any cost.

Correct Answer

verified

Show Answer

Correct Answer

verified

Show Answer

A) A suggestion that the customer make cash purchases at this time
B) A comment about the quality of one's merchandise or service
C) A reminder of the customer's poor credit rating
D) A refusal to sell to the customer
E) A statement bluntly informing the customer that it is against company policies

Correct Answer

verified

Show Answer

Correct Answer

verified

When you present bad news, if you have d...

View Answer

Show Answer

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) "The best we can do at this time is to..."

Correct Answer

verified

Show Answer

Correct Answer

verified

Show Answer

Correct Answer

verified

Show Answer

A) When it is reasonable to expect that the readers would be angered by an indirect presentation, you should write a direct message.
B) You should use negative comments when presenting the news itself.
C) A skillful handling of a negative announcement should involve offering no further help.
D) When making a negative announcement, your fIrst step should be to determine your overall strategy.
E) The ending should involve a negatively worded apology.

Correct Answer

verified

Show Answer