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Question
Customers who make a claim or request an adjustment tend to be ________ involved; therefore, the indirect method is usually best for refusals.
Answer
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In the simplified letter format, commas follow both the salutation and the complimentary close.
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If you are writing a business letter to someone you know well, it is acceptable to use his or her first name in the salutation.
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When preparing a formal report that will be bound, leave at least a
A) uniform 2-inch margin on all sides.
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The top of a memo usually includes headings for
A) to, from, date, subject.
B) department, date, subject.
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To meet the needs of U.S. Postal Service equipment, envelopes used for bulk mailings
A) are never made of colored paper.
B) are addressed in capital letters.
C) include all mailing instructions below the address area.
D) adhere to all of the above guidelines.
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The letter format in which all parts begin at the left margin is called
A) block.
B) modified block.
C) simplified.
D) mixed.
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Explain the characteristics of an effective letter rejecting a job applicant.
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What are some viable options for refusing social networking recommendation requests?
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List at least three guidelines that can help you avoid being accused of defamation.
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List three techniques for de-emphasizing bad news.
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What are the two benefits of stating the bad news at the beginning of a negative message?
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One way to deemphasize bad news is to embed it in the middle of a(n) ________.
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Avoid hiding behind ________ ________ to justify the bad news you are delivering in a negative message.
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When composing negative messages, it is important to use language that conveys respect and avoids a(n) ________ ________.
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Employees are more likely to accept negative news if it is delivered in ________, rather than in writing.
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A primary goal of negative messages is to gain ________ of the bad news.
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If you must give an employee a negative performance review, it is best to avoid any positive comments since they might distract attention from all of the problems.
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One way to avoid being accused of defamation is to stick to the facts when communicating with customers.
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When you deliver bad news about business transactions (such as a delayed order shipment), you should always apologize to the audience.
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When writing negative messages, you should begin with a buffer to make the reader think that good news will follow.
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The direct approach is never used for negative messages.
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You can help establish the right tone in a negative message by using positive words rather than negative, counterproductive ones.
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When writing an employment termination letter, you should
A) include words that are open to interpretation, such as difficult and untidy.
B) clearly present the reasons for the action.
C) not get too caught up in trying to preserve a good relationship with the employee.
D) make clear to the employee that you have carefully researched relevant employment laws.
Q:
A letter rejecting a job applicant should
A) avoid explaining why he or she was not selected.
B) point out the applicant's shortcomings.
C) be as personal as possible.
D) be as long as possible.
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Whether or not you should apologize when delivering bad news about transactions depends mainly on
A) how much the customer has purchased from your company in the past.
B) the medium you are using for the message.
C) how long it has been since the problem occurred.
D) none of the above.
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When you are refusing a routine request, you
A) should always use the direct approach.
B) should invoke company policy if that is a possible out.
C) don't need to invest as much time and effort as you would for other kinds of negative messages.
D) should use the indirect approach when you're forced to decline a request that you might have said yes to in the past.
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Using the indirect approach, the negative news comes
A) immediately after the buffer.
B) immediately before the reasons.
C) immediately after the reasons.
D) at the very end.
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One way to be tactful when giving your reasons for bad news is to
A) explain why the decision is good for you and your company.
B) highlight, if possible, how your negative decision benefits the recipient.
C) explain that the decision is based on company policy.
D) apologize for having to be the bearer of bad news.
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In the reasons section of a negative message, you should
A) present enough detail to make your conclusion compelling.
B) explain what your decision is before you explain why you have reached it.
C) apologize for the negative decision.
D) do all of the above.