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Question
The close of a routine reply or positive message should
A) clearly state who will do what next.
B) explain the reasons for any negative information you have included.
C) offer an explanation for why this decision was made.
D) create some ambiguity, so the audience will be more likely to contact you.
Answer
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The letter format in which all parts begin at the left margin is called
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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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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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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.
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C) not get too caught up in trying to preserve a good relationship with the employee.
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A letter rejecting a job applicant should
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Whether or not you should apologize when delivering bad news about transactions depends mainly on
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When you are refusing a routine request, you
A) should always use the direct approach.
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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.