Description

Direct Letters and Goodwill Messages

DIFFICULTY (DIF) TYPE OTHER CODES

5 = Most difficult Ap: Application question ANS: Answer

3 = Average difficulty Con: Conceptual question REF: Page Reference

1 = Least difficult Def: Definition OBJ: Chapter Objective

NOT: Note (feedback/explanations)

AAC: AACSB Competencies

Multiple Choice

1. Although e-mail is incredibly successful for both internal and external communication, you should still use letters when
2. you need immediate feedback.
3. the message must reach your reader very quickly.
4. formality and sensitivity are essential.
5. you have too little time to proofread.

ANS: c REF: pp. 133-134 TYPE: Con DIF: 3

TOP: Understanding the Power of Business Letters

NOT: You should write a business letter when formality and sensitivity are essential. Other reasons for writing letters include the need for a permanent record, the need for confidentiality, and the need for a persuasive, well-organized presentation.
AAC: Tier1—Ethics; Tier 2—Application
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. For which of the following situations should a letter be sent instead of an e-mail message?
2. You are scheduling a task force meeting.
3. You are asking members of the community to contribute to a fundraising effort for a local charity.
4. You are reminding employees about an upcoming holiday.
5. You are letting employees know about a training opportunity.

ANS: b REF: p. 134 TYPE: Ap DIF: 5

TOP: Business Letters Deliver Persuasive, Well-Considered Messages

NOT: You should write a letter when asking members of the community to contribute to a fundraising effort for a local charity. All other messages could be delivered effectively via e-mail.
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. Nadia has information she must deliver to a client. What should Nadia do first?
2. Prepare a rough draft of her letter
3. Find the address and correct spelling of the company
4. Conduct research to make sure her information is complete
5. Determine whether a letter is even necessary

ANS: d REF: p. 135 TYPE: Ap DIF: 5

TOP: Direct Requests for Information or Action

NOT: Before Nadia writes a letter, she should consider its costs in terms of her time and workload. Whenever possible, don’t write a letter! Would a telephone call, e-mail message, instant message, or brief visit to a client allow her to deliver the message more quickly?
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. Which parts of your letters are readers likely to find most interesting and read first?
2. Address
3. Opening and closing
4. Middle paragraphs of justification and explanation
5. Salutation

ANS: b REF: p. 135 TYPE: Con DIF: 3

TOP: Open Your Request Directly

NOT: The most emphatic positions in a letter are the openings and closings. Readers tend to look at them first.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. One of the best ways to open a direct request that is likely to be granted is a/an
2. enthusiastic greeting and explanation of who the writer is.
3. justification of the request to be made.
4. question or polite command.
5. thorough explanation of the needs and parameters of the request.

ANS: c REF: p. 135 TYPE: Con DIF: 3

TOP: Open Your Request Directly

NOT: The first sentence of an information request is usually a question or a polite command. It should not be an explanation or justification, unless resistance to the request is expected. When the information requested is likely to be forthcoming, immediately tell the reader what you want. This approach saves the reader’s time and may ensure that the message is read.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Which of the following is an effective opening for a routine information request letter?
2. Please answer the following questions about your Web hosting services.
3. My name is Jill Awbrey, and I am the office manager for Cape Consulting Inc.
4. I recently read an article about your firm in the Cape Cod Times.
5. Cape Consulting Inc. is the premier communication consulting firm in the Cape and islands area.

ANS: a REF: p. 135 TYPE: Ap DIF: 5

TOP: Open Your Request Directly

NOT: Only “Please answer the following questions about your Web hosting services” specifies the reason that you are writing and is an appropriate direct opening for your routine request.
AAC: Tier1—Communication; Tier 2—Pattern
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. Marcus has five questions to ask his reader in a routine information request letter. What is the best way to present these questions?
2. As a separate enclosure
3. In a bulleted or numbered list in the body of his letter
4. In paragraph form in the body of his letter
5. In a follow-up e-mail

ANS: b REF: p. 136 TYPE: Ap DIF: 5

TOP: Put Details in the Body

NOT: The best way to present a series of five questions is in a numbered or bulleted list in the body of the letter. Marcus should also be certain that his list is presented in parallel structure.
AAC: Tier1—Communication; Tier 2—Patterns, Standard English
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. The body of a routine request letter should
2. present details that explain your request.
3. request action from the receiver.
4. give deadline dates.
5. reveal for the first time your reason for writing.

ANS: a REF: p. 136 TYPE: Con DIF: 3

TOP: Put Details in the Body

NOT: The body of a routine request should explain the request sufficiently. Include the details that allow the reader to understand and, perhaps, comply with your request.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. End dates and specific actions in a routine request letter should be placed in the
2. introduction.
3. body.
4. closing.
5. enclosure notation.

ANS: c REF: p. 137 TYPE: Con DIF: 3

TOP: Close With an Action Request

NOT: Use the final paragraph to ask for specific action, to set an end date if appropriate, and to express appreciation. Readers look for action information in your closing paragraph.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Which of the following would be the most effective closing statement in a routine action request letter?
2. Please send a contract for heating and ventilation work by April 1 to allow installation to begin by April 15.
3. We hope you can get our work completed in a timely manner.
4. Thanking you in advance for sending a copy of the contract for installation of a new HVAC system by April 1.
5. I would appreciate receiving a copy of the contract for your proposed installation at your earliest convenience.

ANS: a REF: p. 137 TYPE: App DIF: 5

TOP: Close With an Action Request

NOT: “Please send a contract for heating and ventilation work by April 1 to allow installation to begin by April 15” asks for specific information and provides a clear end date with a reason for the end date; thus it is the most effective closing statement.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. Which of the following statements about claims is most accurate?
2. Because you expect straightforward claims to be granted, a letter is not necessary.
3. Written claim letters are often taken more seriously than e-mail messages or telephone calls.
4. All claim letters should be written using an indirect pattern.
5. Smart businesses dislike receiving claim letters because it means they did something wrong.

ANS: b REF: p. 137 TYPE: Def DIF: 1

TOP: Direct Claims

NOT: Straightforward claims are those to which you expect the receiver to agree readily. Even these claims, however, often require a letter. Written claims are often taken more seriously, and they establish a record of what happened. Straightforward claim letters are written using the direct pattern. And smart businesses today want to hear from their customers, even if it is about something that has gone wrong.

AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Jessica is following the three-part plan to write a direct claim letter about a problem with her wireless service. What should she put in her opening?
2. A clear description of the desired action
3. An explanation of the nature of her problem with the cell phone service
4. A goodwill statement and end date
5. Details of the adjustment she desires

ANS: a REF: p. 137 TYPE: Ap DIF: 5

TOP: Direct Claims

NOT: In opening her claim letter, Jessica should provide a clear description of the desired action. She should explain the problem and details of the adjustment she desires in the body; she should present her goodwill statement and end date in the closing.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. Which of the following openings is most appropriate for a direct claim letter?
2. For the past four years, we have held our annual banquet at your fine restaurant.
3. On January 31, 34 of our employees attended a banquet at your restaurant.
4. Please process a refund for $68 to reimburse us the amount we were overcharged for our banquet.
5. We were extremely upset to learn that we were charged too much for our banquet.

ANS: c REF: p. 137 TYPE: Ap DIF: 5

TOP: Open Your Claim With a Clear Statement of What You Want

NOT: Because this is a direct claim, not a persuasive one, an appropriate opening states the action you want the reader to take. Only “Please process a refund for $68 to reimburse us the amount we were overcharged for our banquet” clearly states the action in an appropriate tone.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. You can improve the effectiveness of a direct claim letter by
2. using a few threatening words to get your point across.
3. providing a detailed timeline of what happened and the specific person who is to blame for the problem.
4. explaining the problem with necessary details.
5. including a subtle reference to your attorney or to the Better Business Bureau.

ANS: c REF: pp. 137-138 TYPE: Con DIF: 3

TOP: Explain and Justify Your Claim in the Body

NOT: The body of a direct claim letter should explain the problem, providing necessary details so that the difficulty can be corrected without further correspondence. Using threats and blaming people are not effective techniques.

AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Harland is following the three-step writing plan for his direct claim letter. In the body of the letter, Harland should
2. assume the company understands his request without explanation.
3. use emotional language to show how upset he is about the situation.
4. assume the company purposely tries to cheat its customers.
5. include copies of all pertinent documents.

ANS: d REF: pp. 137-138 TYPE: Ap DIF: 5

TOP: Explain and Justify Your Claim in the Body

NOT: To create an effective claim letter, Harland should include copies of all pertinent documents, such as invoices, sales slips, catalog descriptions, and repair records.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. In the closing of a claim letter, you should
2. justify and explain your request.
3. promote goodwill and summarize your request.
4. reference all copies of pertinent documents enclosed.
5. warn the company that failure to comply could cause legal action.

ANS: b REF: p. 138 TYPE: Ap DIF: 5

TOP: Close Your Claim With a Specific Action Request

NOT: To create an effective claim letter, you should put a statement of goodwill and a summary of your request in the closing. The justification, explanation, and reference to pertinent documents should be provided in the body of a claim letter. A warning of legal action is not appropriate.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. When complying with a request and writing a direct reply letter, a business communicator should include an opening that
2. summarizes the reader’s claim and request.
3. delivers the most important information first.
4. explains and clarifies your position.
5. builds goodwill.

ANS: b REF: p. 138 TYPE: Con DIF: 3

TOP: Direct Replies

NOT: The writing plan for a direct reply specifies that you should deliver the most important information first. Because you are complying, you would not seek more information. Present your explanation and build goodwill in the body.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. A subject line in a direct reply letter
2. is mandatory.
3. generally refers in abbreviated form to previous correspondence and/or summarizes a message.
4. must be written as a complete sentence.
5. identifies the sender and his or her company.

ANS: b REF: p. 138 TYPE: Con DIF: 3

TOP: Writing Plan for Direct Replies

NOT: A subject line is optional. If it is used, it may refer to previous correspondence or may summarize the main idea. It does not identify the sender or the company. In addition, it should not be written as a complete sentence or end with a period.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. To be safe in writing a direct reply letter on company stationery, you should
2. wait at least ten business days to allow any problem to subside.
3. develop a plan to reduce the benefits offered for any claim resolution.
4. gather facts, check figures, and receive any needed approvals.
5. have your legal staff check every letter before you send it.

ANS: c REF: p. 140 TYPE: Con DIF: 3

TOP: Open Directly With Information the Reader Wants

NOT: Because any letter written on company stationery is considered a legally binding contract, you should gather facts, check figures, and seek approvals before writing. Delaying responses, using only plain paper, and planning to reduce benefits offered are not typically actions needed.
AAC: Tier1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilities
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Which of the following is the most effective opening sentence for a direct reply letter?
2. Your letter of June 23, in which you sought information about our corporate travel packages, has been referred to me for reply.
3. This is to inform you that we received your letter of June 23 seeking information about our corporate travel packages.
4. Yes, we can put together a corporate travel package that will meet your needs and fit your budget.
5. Thank you so much for your interest in our corporate travel packages.

ANS: c REF: p. 140 TYPE: Ap DIF: 5

TOP: Open Directly With Information the Reader Wants

NOT: An effective opening in a direct reply letter delivers the information the reader wants. The choice that does this most effectively is “Yes, we can put together a corporate travel package that will meet your needs and fit your budget.”
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. Shannon is writing a direct reply letter to a potential client. In the body of the letter, she will be answering several questions and wants her responses to be logical and readable. What should she do?
2. Place the answers in a numbered or bulleted list.
3. Place the answers on a separate page and attach it to the letter.
4. Place her answers in complete sentences in paragraph form.
5. Avoid clarifying statements, which could create legal trouble.

ANS: a REF: p. 141 TYPE: Ap DIF: 3

TOP: Arrange Your Information Logically and Make it Readable

NOT: When answering a group of questions or providing considerable data, Shannon can make the presentation logical and readable by using bulleted or numbered lists. Other effective techniques include tables, headings, boldface, italics, and other graphic devices. They do not include long paragraphs or answers to several questions in each sentence.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. Which of the following is not a goal when writing adjustment letters?
2. To gain the confidence of the customer
3. To gain thorough documentation to prove that the customer has presented an honest claim
4. To rectify the wrong
5. To promote future business and goodwill

ANS: b REF: p. 141 TYPE: Con DIF: 3

TOP: Adjustment Letters

NOT: When writing an adjustment letter, you have three goals: to rectify the wrong, to gain the confidence of the customer, and to promote future business and goodwill.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Which of the following is the most appropriate opening for an adjustment letter granting a claim?
2. We are very sorry to hear that your meal with us did not meet your expectations.
3. Thank you for your letter of November 16, in which you described the problems you experienced while dining with us last weekend.
4. Although we believe that the food we served last weekend was of the highest quality, we are willing to refund the cost of your dinner this time only.
5. The enclosed check for $78, which covers the cost of your dinner, demonstrates our desire to satisfy our customers and earn their confidence.

ANS: d REF: p. 142 TYPE: Ap DIF: 5

TOP: Reveal the Good News in the Opening

NOT: An effective opening to an adjustment letter presents the good news immediately; it does not begin negatively, refer to previous communication, or sound grudging. Only “The enclosed check for $78, which covers the cost of your dinner, demonstrates our desire to satisfy our customers and earn their confidence” is an appropriate opening.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. Which of the following represents the most appropriate apology for an adjustment letter?
2. We understand your reliance on a high performance router and apologize for the incomplete installation of your DataServe router.
3. We are sorry for any inconvenience this may have caused.
4. We regret the error that caused the system failure you claim on your DataServe router.
5. It is unfortunate that your DataServe router has failed, and we promise that this failure will not occur again.

ANS: a REF: p. 144 TYPE: Ap DIF: 5

TOP: Decide Whether to Apologize

NOT: If you choose to apologize, it should be sincere, appropriate, and brief. It should not use negative words such as “error” and “failure” that may further inflame customers, nor should it make unrealistic promises such as “will never occur again.” “We understand your reliance on a high performance router and apologize for the incomplete installation of your DataServe router” is the most appropriate apology.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. The closing of an adjustment letter should
2. guarantee that the problem will not recur if the customer continues doing business with you.
3. express confidence in future business relations.
4. assign blame to the responsible department and assure the reader that the department has been improved.
5. remind readers of their responsibility in the product failure.

ANS: b REF: p. 144 TYPE: Con DIF: 3

TOP: Show Confidence and Helpfulness in the Closing

NOT: It is not appropriate to guarantee that the problem will not recur, to blame other company employees, or to suggest that the readers are responsible. Instead, you should mention the product favorably and express appreciation for the customer’s business. These strategies are both professional and appropriate.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. What is the best advice for writing goodwill messages?
2. Focus the message solely on the sender.
3. Make a good impression by giving a ready-made card instead of writing your own message.
4. Send a goodwill message promptly.
5. Send a goodwill message only to show appreciation for a gift or monetary award.

ANS: c REF: p. 145 TYPE: Con DIF: 3

TOP: Goodwill Messages

NOT: A goodwill message should be written promptly. Other good advice includes: focusing on the receiver instead of the sender; being sincere, spontaneous, and specific, which can be done when you write your own message; and being concise.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Goodwill messages should be short, selfless, specific, spontaneous, and
2. sassy.
3. sincere.
4. spiritual.
5. suave.

ANS: b REF: p. 145 TYPE: Con DIF: 3

TOP: Goodwill Messages

NOT: Goodwill messages should adhere to the five Ss, which means they should be short, selfless, specific, spontaneous, and sincere.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Which of the following is the best opening for a note expressing thanks for a gift?
2. Thanks, William, for the lovely watch you and your staff gave to me to commemorate my twentieth anniversary with the company.
3. Thanks for the gift!
4. I can’t believe I’ve been with the company for twenty years.
5. A lot has changed over the past twenty years.

ANS: a REF: p. 145 TYPE: Ap DIF: 5

TOP: Expressing Thanks

NOT: Because the receiver will be pleased to hear from you, you can begin a note of appreciation directly with the purpose of your message, including the specific gift and purpose.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. Isabel is responding to a congratulatory note she received from a colleague. Which of the following is the best sentence to include in her response?
2. Thanks, but I really didn’t deserve this promotion.
3. So many people were so much more deserving of this promotion than I.
4. Your words about my promotion are much too kind!
5. Thanks for your kind words regarding my promotion.

ANS: d REF: p. 147 TYPE: Ap DIF: 5

TOP: Responding to Goodwill Messages

NOT: The best and most sincere sentence is “Thanks for your kind words regarding my promotion.” The others are inappropriate because they minimize your achievements with comments that suggest you didn’t really deserve the promotion or that the sender is exaggerating your good qualities.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. Which of the following would be least effective in a sympathy note?
2. We are deeply saddened, Nathan, to learn of the death of your wife.
3. Rebecca’s generous nature and volunteer efforts for the Red Cross endeared her to many.
4. If we may help you or lighten your load in any way, you need only call.
5. If I may be of any help, please do not hesitate to contact me.

ANS: d REF: pp. 147-148 TYPE: Ap DIF: 5

TOP: Conveying Sympathy

NOT: One message lacks sincerity: “If I may be of any help, please do not hesitate to call me.” An effective sympathy note is sincere and uses words that show you understand what a crushing blow the misfortune is.

AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

True-False

1. Most of the workplace messages you write will likely deal with routine matters that require straightforward answers using the direct method.

ANS: T REF: p. 133 TYPE: Con DIF: 3

TOP: Sending Positive Written Messages Outside Your Organization

NOT: Most of the workplace messages you write will probably be positive. That is, they will deal with routine matters that require straightforward answers using the direct method.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Although companies send routine letters to suppliers, government agencies, and other businesses, the most important letters go to customers.

ANS: T REF: p. 133 TYPE: Con DIF: 3

TOP: Understanding the Power of Business Letters

NOT: Routine letters to customers receive high priority because these messages encourage product feedback, project a favorable image of the company, and promote future business.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Any details that explain why information is being requested should be placed in the body of an information request letter.

ANS: T REF: p. 135 TYPE: Con DIF: 3

TOP: Direct Requests for Information or Action

NOT: A logical and courteous explanation belongs in the body of an information request letter, not in the introduction.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Beginning an information or action request letter with the request itself is considered rude.

ANS: F REF: p. 135 TYPE: Con DIF: 3

TOP: Open Your Request Directly

NOT: When the information requested is likely to be forthcoming, immediately tell the reader what you want. Doing so saves the reader’s time, which shows respect for the reader, and may ensure that the message is read.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. You will sound more professional and sincere if you include a sentence such as Thank you for your cooperation in the closing paragraph of an information request letter.

ANS: F REF: p. 137 TYPE: Ap DIF: 5

TOP: Close With an Action Request

NOT: This sentence is a cliché; therefore, it would not be a good closing for any letter. Your appreciation will sound most sincere if you avoid mechanical, tired expressions such as this.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. Claims made by telephone or e-mail are just as effective as claims made in writing.

ANS: F REF: p. 137 TYPE: Con DIF: 3

TOP: Direct Claims

NOT: Written claims are often taken more seriously than claims made by telephone or e-mail. In addition, a written claim provides better documentation.
AAC: Tier1—Communication; Tier 2—Syn./Asyn. choice
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. In a direct claim request, you should begin with a statement about what a good and loyal customer you are.

ANS: F REF: p. 137 TYPE: Con DIF: 3

TOP: Open Your Claim With a Clear Statement of What You Want

NOT: You should open a direct claim letter with a clear statement of the problem or with the action you want the receiver to take.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Use the direct pattern for a claim letter only when the remedy is obvious.

ANS: F REF: p. 137 TYPE: Con DIF: 3

TOP: Open Your Claim With a Clear Statement of What You Want

NOT: Even when the remedy is less obvious, you can begin a claim letter directly by asking for a change in policy or procedure or simply for an explanation.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. When writing a claim letter, act promptly for best results because delaying claims makes them seem less important.

ANS: T REF: p. 138 TYPE: Con DIF: 3

TOP: Close Your Claim With a Specific Action Request

NOT: When making claims, act promptly. Delaying claims makes them appear less important. Delayed claims are also more difficult to verify.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Be careful when responding to an inquiry because any letter written on company letterhead is considered a legally binding contract.

ANS: T REF: p. 140 TYPE: Con DIF: 3

TOP: Open Directly With Information the Reader Wants

NOT: Because all letters written on company stationery are considered legally binding contracts, they should be written carefully.

AAC: Tier1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilities
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. I have here before me your inquiry letter of August 1 is an effective opening for a direct reply letter.

ANS: F REF: p. 140 TYPE: Ap DIF: 5

TOP: Open Directly With Information the Reader Wants

NOT: Although this opening is frequently used, effective business communicators begin forcefully and efficiently with openers such as “Here is the information you wanted…”
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. You can improve your direct reply letters by using graphic devices such as lists, tables, headings, boldface, or italics.

ANS: T REF: p. 141 TYPE: Con DIF: 3

TOP: Arrange Your Information Logically and Make it Readable

NOT: When answering a group of questions or providing considerable data, arrange the information logically and make it readable by using lists, tables, headings, boldface, italics, or other graphic devices.
AAC: Tier1—Technology; Tier 2—Word processing
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. When writing a direct reply letter to a customer, refer only to the product the customer asked about. Mentioning other products would be considered rude and presumptuous.

ANS: F REF: pp. 141 TYPE: Con DIF: 3

TOP: Arrange Your Information Logically and Make it Readable

NOT: When customers inquire about products or services, your response should do more than merely supply answers. Try to promote your organization and products. Thus, when a customer writes about one product, provide helpful information that satisfies the inquiry, but consider using the opportunity to introduce another product as well.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. If we may be of further assistance is an effective example of closing pleasantly in a direct reply letter.

ANS: F REF: p. 141 TYPE: Ap DIF: 5

TOP: Closing Pleasantly and Personally

NOT: Because everyone appreciates being recognized as an individual, avoid form-letter closings such as If we may be of further assistance, . . . .
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. When a company receives a claim and decides to respond favorably, the letter is called an acceptance letter.

ANS: F REF: p. 141 TYPE: Def DIF: 1

TOP: Adjustment Letters

NOT: When a company receives a claim and decides to respond favorably, the letter is called an adjustment letter.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. A letter granting an adjustment or a claim should be arranged directly.

ANS: T REF: p. 141 TYPE: Con DIF: 3

TOP: Adjustment Letters

NOT: Because you are granting the adjustment, you are writing a good news letter that should use the direct strategy. Begin by granting the request or announcing the adjustment immediately.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. In responding favorably to a claim, the writer should begin immediately with an apology.

ANS: F REF: p. 141 TYPE: Con DIF: 3

TOP: Adjustment Letters

NOT: Instead of beginning your response letter with an apology, present the good news immediately. If you do decide to apologize, you should do so in the body of the adjustment letter.
AAC: Tier1—Communication; Tier 2—Patterns, Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. When explaining compliance in the body of an adjustment letter, you should avoid words such as regret, misunderstanding, and unfortunately.

ANS: T REF: p. 144 TYPE: Ap DIF: 5

TOP: Explain How You Are Complying in the Body

NOT: Words such as “regret,” “misunderstanding,” and “unfortunately” should be avoided because they are negative. Your goal is to create a message that is positive and upbeat.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. Experts agree that it is essential to apologize to the customer in either the opening or closing of an adjustment letter.

ANS: F REF: p. 144 TYPE: Con DIF: 3

TOP: Decide Whether to Apologize

NOT: Whether to apologize is a debatable issue. Although studies show that the majority of adjustment letters do contain apologies, attorneys generally discourage apologies, fearing the apologies will trigger lawsuits.
AAC: Tier1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilities
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. In the closing paragraph of an adjustment letter, it is inappropriate to mention another one of your company’s products.

ANS: F REF: p. 144 TYPE: Con DIF: 3

TOP: Show Confidence and Helpfulness in the Closing

NOT: End an adjustment letter positively by expressing confidence that the problem has been resolved and that continued business relations will result. You might mention the product in a favorable light, suggest a new product, express your appreciation for the customer’s business, or anticipate future business.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Goodwill messages are generally much easier to write than other types of business messages.

ANS: F REF: p. 145 TYPE: Con DIF: 3

TOP: Goodwill Messages

NOT: Finding the right words to express feelings in goodwill messages is sometimes more difficult than writing ordinary business documents.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. A personally written message will have much more impact on your reader than a ready-made card.

ANS: T REF: p. 145 TYPE: Con DIF: 3

TOP: Goodwill Messages

NOT: The personal sentiments of the sender are always more expressive and more meaningful to readers than are printed cards or oral messages.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Writing letters of appreciation to customers who complain can be a smart business strategy.

ANS: T REF: p. 145 TYPE: Con DIF: 3

TOP: Expressing Thanks

NOT: Letters of appreciation may be written to customers who complain. After all, complainers are actually providing you with “free consulting reports from the field.” Complainers who feel that they were listened to often become the greatest promoters of an organization.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. When responding to a letter of congratulations, you should appear humble by minimizing your achievements or suggesting that the sender has exaggerated your good qualities.

ANS: F REF: p. 147 TYPE: Con DIF: 3

TOP: Responding to Goodwill Messages

NOT: Your response to a goodwill message should offer appreciation. It should not minimize your achievements, suggest that you don’t deserve praise, or imply that the sender has exaggerated your good qualities.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Goodwill messages should never be sent via e-mail.

ANS: F REF: p. 148 TYPE: Con DIF: 3

TOP: Is E-Mail Appropriate for Goodwill Messages

NOT: If you frequently communicate with the receiver by e-mail and if you are sure your note will be received, then sending a goodwill message by e-mail is acceptable.
AAC: Tier1—Technology; Tier 2—Asynchronous Messaging
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

Fill-in-the-Blank

1. Business ___________ are necessary when a permanent record is required, confidentiality is paramount, formality and sensitivity are essential, or a persuasive, well-considered presentation is important.

ANS: letters

REF: p. 134 TYPE: Con DIF: 3

TOP: Understanding the Importance of Business Letters

NOT: Business letters are necessary when (a) a permanent record is required, (b) confidentiality is paramount, (c) formality and sensitivity are essential, and (d) a persuasive, well-considered presentation is important.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Most business letters will involve routine messages that carry good or neutral news. These letters should be organized using the ___________ pattern.

ANS: direct

REF: p. 135 TYPE: Con DIF: 3

TOP: Direct Requests for Information or Action

NOT: Use the direct strategy for routine good news or neutral news letters.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Many routine request letters begin with a polite command such as Would you please send me your fall catalog. Such statements, called polite commands or ____________ questions, should not be punctuated as questions because they do not require answers.

ANS: rhetorical

REF: p. 135 TYPE: Con DIF: 3

TOP: Open Your Request Directly

NOT: Many routine request letters begin with a polite command such as “Would you please send me your fall catalog.” Such statements, called rhetorical questions, should not be punctuated as questions because they do not require answers.
AAC: Tier1—Communication; Tier 2—Standard English
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. When a customer must write to identify or correct a wrong, the letter is called a(n) _____________.

ANS: claim

REF: p. 137 TYPE: Def DIF: 1

TOP: Direct Claims

NOT: Letters that identify or correct a wrong are claim letters.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Many direct reply letters use a(n) _____________ line, which helps the reader recognize the topic immediately by referring in abbreviated form to previous correspondence and/or summarizing a message.

ANS: subject

REF: p. 138 TYPE: Def DIF: 1

TOP: Writing Plan for Direct Replies

NOT: The subject line in a direct reply letter is optional. If it is used, it should identify previous correspondence and/or refer to the main idea.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. When a company receives a claim and decides to respond favorably, the letter is called a(n) ___________ letter.

ANS: adjustment

REF: p. 141 TYPE: Def DIF: 1

TOP: Adjustment Letters

NOT: A favorable response to a claim is an adjustment letter.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. If an organization decides to explain how it is complying with a claim in an adjustment letter, it should be done in the ___________ of the letter.

ANS: body

REF: p. 142 TYPE: Con DIF: 3

TOP: Explain How You Are Complying in the Body

NOT: In the body of the adjustment letter, explain how you are complying with the claim.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Messages that offer thanks, recognition, or sympathy are called ___________ messages.

ANS: goodwill

REF: p. 145 TYPE: Def DIF: 1

TOP: Goodwill Messages

NOT: Goodwill messages are used to express thanks, recognition, or sympathy.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Letters of ________________may be written to customers for their orders, to hosts and hostesses for their hospitality, to individuals for kindnesses performed, and to customers who complain.

ANS: appreciation (or thanks)

REF: p. 145 TYPE: Con DIF: 3

TOP: Expressing Thanks

NOT: Letters of appreciation (or thanks) may be written to customers for their orders, to hosts and hostesses for their hospitality, to individuals for kindnesses performed, and to customers who complain.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. _____________ notes should refer to a death or misfortune sensitively and offer assistance without going into excessive detail.

ANS: Sympathy

REF: pp. 147-148 TYPE: Def DIF: 1

TOP: Conveying Sympathy

NOT: A message that refers sensitively to a death or misfortune and offers assistance is a sympathy note.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

Chapter 7—Test Bank

Negative Messages

DIFFICULTY (DIF) TYPE OTHER CODES

5 = Most difficult Ap: Application question ANS: Answer

3 = Average difficulty Con: Conceptual question REF: Page Reference

1 = Least difficult Def: Definition OBJ: Chapter Objective

NOT: Note (feedback/explanations)

AAC: AACSB Competencies

Multiple Choice

1. The bad feelings associated with disappointing news can generally be reduced if the receiver feels that the news was revealed sensitively, thinks the matter was treated seriously, believes that the decision was fair, and
2. knows the reason for the rejection.
3. is told the bad news directly and bluntly.
4. is told about his or her legal options.
5. receives the bad news via certified mail.

ANS: a REF: p. 161 TYPE: Con DIF: 3

TOP: Strategies for Delivering Bad News

NOT: The bad feelings associated with disappointing news can generally be reduced if the receiver (a) knows the reasons for the rejection, (b) feels that the news was revealed sensitively, (c) thinks the matter was treated seriously, and (d) believes that the decision was fair.
AAC: Tier1—Communication; Tier 2—Audience
AAC: Tier 1—Reflective Thinking; Tier 2—Receiver reactions, Conclusion

1. When sending a negative message, you have three primary goals: to make the receiver understand the bad news, to help the receiver accept the bad news, and to
2. save your company money.
3. place the blame on an outside entity.
4. maintain a positive image of you and your organization.
5. eliminate future correspondence.

ANS: c REF: p. 162 TYPE: Con DIF: 3

TOP: Primary and Secondary Goals in Communicating Bad News

NOT: The three primary goals when delivering bad news are to make the receiver understand the bad news, to help the receiver accept the bad news, and to maintain a positive image of you and your organization.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Receiver reactions, Conclusion

1. Your secondary goals when communicating bad news are to reduce bad feelings, to convey fairness, and to
2. present your message on high quality company letterhead.
3. avoid legal liability for you and your organization.
4. deliver the bad news directly.
5. inform the reader who is to blame for the problem.

ANS: b REF: p. 162 TYPE: Con DIF: 3

TOP: Primary and Secondary Goals in Communicating Bad News

NOT: You have several secondary goals when communicating bad news: to reduce bad feelings, to convey fairness, to eliminate future correspondence, and to avoid legal liability for you and your organization.
AAC: Tier1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilities
AAC: Tier 1—Reflective Thinking; Tier 2—Receiver reactions, Conclusion

1. Using the indirect pattern to prepare the reader in a bad-news message
2. shows insensitivity to your reader.
3. creates enough lengthy explanation to confuse or distract the reader.
4. enables you to keep the reader’s attention until you have been able to explain the reasons for the bad news.
5. demonstrates your ability to vary your strategies.

ANS: c REF: p. 162 TYPE: Con DIF: 3

TOP: Using the Indirect Pattern to Prepare the Reader

NOT: The indirect strategy helps you keep the reader’s attention as you explain the reasons for the bad news. The explanation is an important part of softening the blow of the bad news.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Receiver reactions, Conclusion

1. Which of the following is the most important part of a negative message?
2. A positive, forward-looking closing
3. A neutral buffer
4. An explanation of the reasons for the bad news
5. The bad news itself

ANS: c REF: p. 162 TYPE: Con DIF: 3

TOP: Using the Indirect Pattern to Prepare the Reader

NOT: The most important part of a negative message is the explanation of the reasons for the bad news.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. The recommended order for messages that deliver bad news is
2. Buffer, reasons, bad news, goodwill closing
3. Buffer, bad news, explanation, goodwill closing
4. Explanation, buffer, bad news, goodwill closing
5. Bad news, explanation, buffer, goodwill closing

ANS: a REF: p. 163 TYPE: Con DIF: 3

TOP: Using the Indirect Pattern to Prepare the Reader

NOT: The recommended order for bad-news messages is buffer, reasons, bad news, goodwill closing.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. When should the direct organizational pattern be used to communicate bad news?
2. Never
3. When you don’t know your reader
4. When firmness is necessary
5. When maintaining goodwill is important

ANS: c REF: p. 163 TYPE: Con DIF: 3

TOP: When to Use the Direct Pattern

NOT: Use the direct pattern when firmness is necessary. The direct pattern should also be used when the receiver may overlook the bad news, when organization policy prefers directness, when the receiver prefers directness, and when the bad news is not damaging.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. The direct pattern, with the bad news first, would be appropriate when you are
2. cancelling your weekly sales meeting.
3. informing employees of a major increase in their health insurance premiums.
4. turning down a request for a charitable contribution.
5. denying a customer’s request for a credit increase but want to continue doing business with the customer.

ANS: a REF: p. 163 TYPE: Ap DIF: 5

TOP: When to Use the Direct Pattern

NOT: When the bad news is not damaging, such as cancelling a regularly scheduled meeting, the news should be delivered directly.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Receiver Reactions, Analysis, Conclusion

1. Taylor must send a bad-news message to a client, telling her that he will be unable to meet a delivery deadline. What should Taylor do first?
2. Select a soothing color of stationery for the message.
3. Gather information about his reasons for not meeting the deadline.
4. Write his buffer statement.
5. Analyze the bad news to see how it will affect his reader.

ANS: d REF: p. 163 TYPE: Ap DIF: 5

TOP: Applying the Writing Process

NOT: In Phase 1 (prewriting), Taylor should analyze the bad news so that he can anticipate its effect on the receiver. This analysis will help him choose techniques and words to reduce the pain and protect the receiver’s ego.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Receiver reactions, Analysis, Conclusion

1. In Phase 2 of the writing process, you gather information and brainstorm for ideas by jotting down all the reasons you have to explain the bad news. Which of the following is the best advice during Phase 2?
2. Present your weakest reason first and then build to your strongest reason.
3. If you have several reasons for the bad news, concentrate on your strongest and safest reasons.
4. If necessary, make up reasons that you think would be convincing to the reader.
5. Present as many reasons as possible, strong or weak, to fully convince the receiver.

ANS: b REF: p. 163 TYPE: Con DIF: 3

TOP: Applying the Writing Process

NOT: You should concentrate on your strongest and safest reasons in your negative message, which allows you to deliver a clear message and helps to limit any unintended reactions.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. To be actionable, abusive language must be
2. racially insensitive and ethnically biased.
3. listed in state law or statute as a word that is slanderous.
4. false, harmful to the person’s good name, and “published.”
5. potentially damaging and open to misinterpretation.

ANS: c REF: p. 164 TYPE: Def DIF: 1

TOP: Avoiding Three Causes of Legal Problems

NOT: Abusive language becomes legally actionable when it is false, harmful to the person’s good name, and “published,” which means it was spoken where others could hear or written where others could read.
AAC: Tier1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilities
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. The legal term for any false statement, written or spoken, that harms an individual’s reputation is
2. defamation.
3. unethical standards.
4. abusive terminology.
5. “published” abuse.

ANS: a REF: p. 164 TYPE: Def DIF: 1

TOP: Avoiding Three Causes of Legal Problems

NOT: Defamation is the legal term for any false statement that harms an individual’s reputation. When the abusive language is written, it is called libel; when spoken, it is called slander.
AAC: Tier1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilities
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. When abusive language that harms a person’s reputation is spoken, it is called
2. slander.
3. libel.
4. legal liability.
5. sexual harassment.

ANS: a REF: p. 164 TYPE: Def DIF: 1

TOP: Avoiding Three Causes of Legal Problems

NOT: Abusive language that harms a person’s reputation is called slander when it is spoken and libel when it is written.
AAC: Tier1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilities
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. As the marketplace becomes increasingly litigious, we must be certain that our words
2. cover all bases; that is, they must provide a broad scope.
3. convey more than we intended.
4. suggest multiple interpretations so that it is more difficult to take legal action.
5. communicate only what we intend.

ANS: d REF: p. 164 TYPE: Con DIF: 3

TOP: Avoiding Three Causes of Legal Problems

NOT: Our words must communicate only what we intend. Careless language creates statements that can be damaging or misinterpreted.
AAC: Tier1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilities
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. In business messages, try to avoid careless language because careless language
2. includes statements that could be damaging or misinterpreted.
3. defines the organization’s policies.
4. clarifies the message and prevents misunderstandings.
5. uses the direct approach for all business messages.

ANS: a REF: p. 164 TYPE: Def DIF: 1

TOP: Avoiding Three Causes of Legal Problems

NOT: Careless language includes statements that can be damaging or misinterpreted. Careful language will define and clarify your message.
AAC: Tier1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilities
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. After a candidate’s recent interview, you are writing a letter to decline to offer a position with your organization. Which of the following most effectively delivers the bad news, while avoiding legal liability?
2. I can’t believe that we didn’t hire you!
3. Although this position was not awarded to you, we appreciate your interest in working for our organization.
4. Although you were definitely our most qualified candidate, we have decided that we don’t have a position for a person of your qualifications at this time.
5. Even though your qualifications were outstanding compared to those of our other candidates, we had to offer the position to someone else.

ANS: b REF: p. 164 TYPE: Ap DIF: 5

TOP: Avoiding Three Causes of Legal Problems

NOT: The statement that best avoids potential legal problems due to the good-guy syndrome is “Although this position was not awarded to you, we appreciate your interest in working for our organization.”
AAC: Tier1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilities
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. In revealing bad news, you can make statements to soften the blow, but you must avoid
2. making the receiver feel better despite the bad news.
3. admitting or implying responsibility for conditions that caused damage or injury.
4. statements that maintain good relations by reaffirming the company commitment to quality.
5. the direct approach for all bad-news messages.

ANS: b REF: p. 164 TYPE: Con DIF: 3

TOP: Avoiding Three Causes of Legal Problems

NOT: You must avoid making statements that admit or imply responsibility for conditions that caused damage or injury. It is acceptable to make the receiver feel better, and you do want to maintain good relations. Also, either the direct or the indirect approach can be used for bad-news messages, depending upon audience reaction and organizational policy.
AAC: Tier1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilities
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. The buffer in a bad news message is a
2. hint that good news will follow to prompt the receiver to read further.
3. statement completely unrelated to the bad news so that receivers won’t know that bad news is coming.
4. neutral but meaningful statement that encourages the receiver to continue reading.
5. polite and empathetic denial of the requested action.

ANS: c REF: p. 165 TYPE: Def DIF: 1

TOP: Buffering the Opening

NOT: A well-written buffer is a neutral but meaningful statement that encourages continued reading. It should provide a natural transition to the explanation that follows.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Christian Reuter, R.D., is declining an invitation to speak about the health benefits of juice bars at the fall conference of the Health and Fitness Trainers Association (HAFTA). Which of the following is the most effective buffer?
2. I must decline HAFTA’s invitation to speak at its fall conference.
3. HAFTA members must be looking forward to your annual fall conference to be held in Phoenix this year.
4. Because you requested only the benefits of juice bars, as a registered dietician I am not the speaker you need; perhaps you should contact a juice bar salesperson.
5. I am absolutely delighted to receive your invitation to speak about health benefits of juice bars at HAFTA’s fall conference!

ANS: b REF: pp. 165-166 TYPE: Ap DIF: 5

TOP: Buffering the Opening

NOT: The buffer should be a neutral but meaningful statement that does not mention the bad news. The best response follows: “HAFTA members must be looking forward to your annual fall conference to be held in Phoenix this year.”
AAC: Tier1—Communication; Tier 2—Patterns, Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. Which of the following techniques would be most effective in buffering bad news?
2. Starting with something completely unrelated to keep the reader off-guard
3. Putting your subjective reasons for refusal in the opening
4. Starting with the part of the message that represents the best news
5. Apologizing late in the letter with a statement such as We are responsible for your loss and are deeply sorry

ANS: c REF: pp. 165-166 TYPE: Con DIF: 3

TOP: Buffering the Opening

NOT: A good buffer may start the message with information that represents the best news. Other techniques are complimenting the receiver, showing appreciation, demonstrating agreement, stating objective facts, showing that you care for the reader, and apologizing briefly.

AAC: Tier1—Communication; Tier 2—Patterns, Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Maya has decided to apologize briefly in the buffer of her bad-news letter to a client. Which of the following is the best apology?
2. We take full blame for your espresso machine malfunctioning and realize that it may have even eventually caused an injury.
3. We apologize for any inconvenience this may have caused.
4. We sincerely apologize for the problems you experienced with your espresso machine. To prevent recurrence of this problem, we will recalibrate the heating element at no charge to you.
5. We regret that you are unhappy with your espresso machine.

ANS: c REF: p. 166 TYPE: Ap DIF: 5

TOP: Buffering the Opening

NOT: The best apology is “We sincerely apologize for the problems you experienced with your espresso machine. To prevent recurrence of this problem, we will recalibrate the heating element at no charge to you” because it is sincere and shows that the company cares and wants to fix the problem.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. Which of the following is the best advice to follow when explaining the reasons for bad news?
2. Because it’s important for the reader to understand the reasons for the bad news, it’s acceptable to cite confidential reasons.
3. Include a general statement that says the bad news results from company policy. Most readers will understand this explanation.
4. Do everything you can to look like the “good guy,” even if it means making unrealistic statements.
5. Give an explanation of the causes before disclosing bad news.

ANS: d REF: pp. 167-168 TYPE: Con DIF: 3

TOP: Presenting the Reasons

NOT: Bad news is easier to accept if you first provide the explanation.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. You must decline an employee’s request to telecommute three days per week. Which of the following statements best explains why this bad news is necessary?
2. Our current company policy does not allow telecommuting.
3. Unfortunately, we regret that we are unable to afford the expenses associated with telecommuting.
4. Your daily presence in the office is important to ensure regular customer contact.
5. Your work standards cannot be relied upon unless we are able to observe you at your work station.

ANS: c REF: pp. 167-168 TYPE: Ap DIF: 5

TOP: Presenting the Reasons

NOT: “Your daily presence in the office is important to ensure regular customer contact” would be most effective because it is a positive statement showing how the company and customers benefit.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. Allison must write to a charitable organization to say that BMI Industries cannot make a monetary contribution this year. Which of the following most effectively implies the refusal?
2. BMI Industries regrets that it cannot contribute this year, but the company hopes to be able to next year.
3. Although our profits are being reinvested in BMI Industries this year, we hope to be able to contribute next year.
4. Although we cannot contribute this year, we may be able to next year.
5. Unfortunately, we are prevented from contributing this year, but we may be able to in the future.

ANS: b REF: p. 169 TYPE: Ap DIF: 5

TOP: Cushioning the Bad News

NOT: “Although our profits are being reinvested in BMI Industries this year, we hope to be able to contribute next year” implies the refusal by explaining how company money will be spent on other resources.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. You must announce to customers that your restaurant will no longer be open on Sundays. Which of the following uses passive-voice verbs to deliver the bad news?
2. We will be closing our restaurant on Sundays beginning next month.
3. We will be closing our restaurant on Sundays beginning next month because very few customers were dining with us on that day.
4. Beginning next month, our restaurant will no longer be open on Sundays.
5. Management has decided that it must close our restaurant on Sundays beginning next month.

ANS: c REF: p. 169 TYPE: Ap DIF: 5

TOP: Cushioning Bad News

NOT: “Beginning next month our restaurant will no longer be open on Sundays” uses the passive voice. All other responses use the active voice.
AAC: Tier1—Communication; Tier 2—Standard English
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. You are writing a refusal letter to Ryan, who recently interviewed for a job. Which of the following is the best closing?
2. If you have any questions, Ryan, please do not hesitate to call me.
3. If you had the required five years’ experience in social work, we could have included you in the final slate of candidates.
4. Again, Ryan, we truly regret being unable to offer you this position.
5. We wish you all the best in your job search.

ANS: d REF: pp. 169-170 TYPE: Ap DIF: 5

TOP: Closing Pleasantly

NOT: “We wish you all the best in your job search” is effective because it is positive and forward looking. Other closings are inappropriate because they invite further communication, place blame on the receiver, or repeat the bad news.
AAC: Tier1—Communication; Tier 2—Rhetorical Considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. Which of the following would best refuse a customer claim?
2. We’re sorry that we can’t give you a full refund for your DVD player.
3. Because you damaged the DVD player by trying to repair it yourself, we are unable to give you a full refund.
4. The damage to your DVD player is not covered by the warranty, as explained in the enclosed copy of the warranty that came with your DVD player.
5. Although a full refund cannot be issued, we would be happy to repair your DVD player for a nominal fee.

ANS: d REF: p. 175 TYPE: Ap DIF: 5

TOP: Denying Claims

NOT: “Although a full refund cannot be issued, we would be happy to repair your DVD player for a nominal fee” is effective because it uses the passive voice, puts the bad news in a subordinate clause, restates the refusal, and offers a reasonable alternative.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. Which of the following explanations is most effective when denying a customer’s request for credit?
2. Your request for credit has been denied.
3. Because you have not been employed for the past 15 months and have credit debts of over $4,000, we will not be able to grant you credit at this time.
4. Although your credit rating does not meet our minimum standards, we would be happy to reconsider your application if you add a cosigner.
5. Your failure to meet our standards will not allow us to issue you a credit account.

ANS: c REF: p. 175 TYPE: Ap DIF: 5

TOP: Refusing Credit

NOT: “Although your credit rating does not meet our minimum standards, we would be happy to reconsider your application if you add a cosigner” effectively uses the passive voice, provides a clear explanation, and offers an alternative. Other responses are too harsh, too graphic, or place the blame on the reader.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. You are writing a memo to employees announcing the loss of free parking. Which of the following would be the best closing sentence in this bad-news memo to employees?
2. We understand your disappointment with this decision.
3. If you would like to sign up for our ride-sharing program to save on parking expenses, please see the receptionist.
4. We trust you will continue to do your best in spite of the present difficult situation.
5. Thank you in advance for your cooperation.

ANS: b REF: p. 178 TYPE: Ap DIF: 5

TOP: Delivering Bad News Within Organizations

NOT: “If you would like to sign up for our ride-sharing program to save on parking expenses, please see the receptionist” is effective because it provides information about an alternative. Other choices use trite phrasing, sound threatening, or focus upon negative feelings.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. Which of the following statements about the ethics of delivering bad news is most accurate?
2. Delaying the bad news in a letter is manipulative.
3. The indirect strategy is unethical only if the writer intends to deceive the reader.
4. Using the indirect method is a way to effectively hide the bad news from the reader.
5. Delivering bad news is a fact of life in business, so you need not worry about ethics.

ANS: b REF: pp. 179-180 TYPE: Con DIF: 3

TOP: Ethics and the Indirect Strategy

NOT: The key to the ethical communication of bad news lies in the motives of the sender. The indirect strategy is not unethical when it is used to soften the blow somewhat, and ensure that your reasons will be read while the receiver is still receptive.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

True-False

1. When you must communicate bad news, you must not only get the receiver to understand and accept the bad news, but you must also avoid legal liability.

ANS: T REF: p. 162 TYPE: Con DIF: 3

TOP: Primary and Secondary Goals in Communicating Bad News

NOT: Primary and secondary goals in communicating bad news include getting the receiver to understand and accept the bad news, and avoiding legal liability.
AAC: Tier1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilities
AAC: Tier 1—Reflective Thinking; Tier 2—Receiver reactions, Conclusion

1. To show sensitivity to the reader, it’s best to use the indirect strategy.

ANS: T REF: p. 162 TYPE: Con DIF: 3

TOP: Using the Indirect Pattern to Prepare the Reader

NOT: Revealing bad news slowly and indirectly shows sensitivity to your reader. By preparing the reader, you tend to soften the impact.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Receiver reactions, Conclusion

1. If your receiver might overlook the bad news, it is appropriate to use the direct pattern.

ANS: T REF: p. 163 TYPE: Con DIF: 3

TOP: When to Use the Direct Pattern

NOT: The direct pattern is appropriate when the receiver might overlook the bad news. It is also appropriate when directness is preferred, when firmness is necessary, or when the bad news is not damaging.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Because of the potential consequences of a poorly written bad-news message, it is less important to follow the writing process and more important to be creative.

ANS: F REF: p. 163 TYPE: Con DIF: 3

TOP: Applying the Writing Process

NOT: The writing process is especially important in constructing bad-news messages because of the potential consequences of poorly written messages.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. In order to be actionable (likely to result in a lawsuit), abusive language must be in writing.

ANS: F REF: p. 164 TYPE: Con DIF: 3

TOP: Avoiding Three Causes of Legal Problems

NOT: In order to be actionable, abusive language must be “published”; that is, it must be written or spoken within the presence of others.
AAC: Tier1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilities
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Irina was alone with Brian and accused him of selling company listings of clients to another marketing firm. Because the accusation is false, Irina’s statement is legally actionable.

ANS: F REF: p. 164 TYPE: Ap DIF: 5

TOP: Avoiding Three Causes of Legal Problems

NOT: Abusive language becomes legally actionable when it is false, harmful to the person’s good name, and “published,” that is, written or spoken in the presence of others. Because Irina was alone with Brian, the accusation was not “published”; thus she cannot be sued.
AAC: Tier1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilities
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. You may be prosecuted if you transmit a harassing or libelous message by e-mail or post it at a Web site.ANS: T REF: p. 164 TYPE: Con DIF: 3

TOP: Avoiding Three Causes of Legal Problems

NOT: You may now be prosecuted if you transmit a harassing or libelous message by e-mail or post it at a Web site. Such electronic transmissions are considered to be “published.” Moreover, a company may incur liability for messages sent through its computer system by employees.
AAC: Tier1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilities
AAC: Tier 1—Technology; Tier 1—Communication evolution
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Business communicators act as agents of their organizations. Their words, decisions, and opinions are assumed to represent those of the organization.

ANS: T REF: p. 164 TYPE: Con DIF: 3

TOP: Avoiding Three Causes of Legal Problems

NOT: Business communicators act as agents of their organizations. Their words, decisions, and opinions are assumed to represent those of the organization. If you want to communicate your personal feelings or opinions, use your home computer or write on plain paper (rather than company letterhead) and sign your name without title or affiliation.
AAC: Tier1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilities
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. A buffer is a statement that implies the bad news so that the reader is ready when it is announced.

ANS: F REF: p. 165 TYPE: Def DIF: 1

TOP: Buffering the Opening

NOT: A buffer is a neutral, meaningful statement at the beginning of a bad-news message used to reduce shock or pain; it also provides a natural transition to the explanation that follows.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Thank you so much for asking me to speak at the university’s graduation ceremony is an effective buffer in a refusal letter.

ANS: F REF: p. 166 TYPE: Ap DIF: 5

TOP: Buffering the Opening

NOT: You should avoid thanking your reader for something you are about to refuse.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. The most important part of a bad-news message is the section that explains why a negative decision is necessary.

ANS: T REF: p. 167 TYPE: Con DIF: 3

TOP: Presenting the Reasons

NOT: The section that explains the reasons for the bad news is the most important part of a negative message.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. If a bad news letter is well organized and professionally written, it will be successful even without sound reasons.

ANS: F REF: p. 167 TYPE: Con DIF: 3

TOP: Presenting the Reasons

NOT: Without sound reasons for denying a request or refusing a claim, a letter will fail, no matter how cleverly it is organized or written.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Using the following statement in an explanation of the reasons for the bad news could help the receiver to accept the message: Although we would like to consider installing the heating system you have offered, we are seeking a more energy-efficient, environmentally friendly unit.

ANS: T REF: p. 167 TYPE: Ap DIF: 5

TOP: Presenting the Reasons

NOT: Readers accept bad news more readily if they see that someone or something else benefits. By mentioning the environmental benefits of a more fuel-efficient heating system, you may help the reader accept the bad news.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. Placing the reasons before the bad news improves the chances that the reader will accept and understand the bad news.

ANS: T REF: p. 167 TYPE: Con DIF: 3

TOP: Presenting the Reasons

NOT: Providing an explanation before the bad news reduces feelings of ill will and improves the chances that the reader will accept the bad news.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Company policy prevents us from exchanging your defective wireless router more than 30 days after you purchased it is an example of an effective explanation.

ANS: F REF: p. 168 TYPE: Ap DIF: 5

TOP: Presenting the Reasons

NOT: Readers resent blanket policy statements prohibiting something.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. To take the spotlight off the bad news, place it at the end of a paragraph.

ANS: F REF: p. 169 TYPE: Con DIF: 3

TOP: Cushioning the Bad News

NOT: Don’t place bad news at the beginning or end of a paragraph–the reader’s eye will linger on these high-visibility spots.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. When you must refuse a request, it is sometimes possible to offer an alternative, substitute, or compromise.

ANS: T REF: p. 169 TYPE: Con DIF: 3

TOP: Cushioning the Bad News

NOT: Offering a suitable compromise, substitute, or alternative can lessen the pain of a refusal.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. You should never include resale or sales promotion material in a negative news message.

ANS: F REF: pp. 170 TYPE: Con DIF: 3

TOP: Closing Pleasantly

NOT: When the bad news is not devastating or personal, references to resale information or promotion may be appropriate.
AAC: Tier1—Communication; Tier 2—Rhetorical Considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. If you have any further questions, please do not hesitate to call me is a professional way to close a refusal letter.

ANS: F REF: p. 170 TYPE: Ap DIF: 5

TOP: Closing Pleasantly

NOT: Avoid endings that invite further correspondence; in addition, this ending includes trite language.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

1. If you’re not sure how the receiver will respond, you should use the indirect pattern when writing messages that refuse routine requests and claims.

ANS: T REF: pp. 170 TYPE: Con DIF: 3

TOP: Refusing Direct Requests and Claims

NOT: Depending on how you think the receiver will react to your refusal, you can use the direct or the indirect pattern. If you have any doubt, use the indirect pattern.

AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. When the company is at fault, most business professionals strive to control the damage and resolve the problem by first writing a letter to the customer to explain what happened.

ANS: F REF: pp. 172-173 TYPE: Con DIF: 3

TOP: Damage Control: Dealing With Disappointed Customers

NOT: When a customer problem arises and the company is at fault, many businesspeople will call first to apologize and to explain what happened and then follow with a goodwill letter.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. It is good company policy to approve all customer claims in order to maintain goodwill.

ANS: F REF: p. 175 TYPE: Con DIF: 3

TOP: Denying Claims

NOT: Some claims cannot be approved because the customer is mistaken, misinformed, unreasonable, or possibly even dishonest.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Letters that deny customer claims should clearly state when the customer is at fault in order to avoid company liability.

ANS: F REF: p. 175 TYPE: Con DIF: 3

TOP: Denying Claims

NOT: In a letter denying a customer claim, don’t blame customers, even if they are at fault.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Whether to use a direct or an indirect pattern in delivering bad news to employees depends primarily on the anticipated reaction of the receiver.

ANS: T REF: p. 177 TYPE: Con DIF: 3

TOP: Delivering Bad News Within Organizations

NOT: You should also consider the anticipated reaction of your receiver to determine whether to use a direct or indirect pattern to deliver bad news.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. The key to ethical communication lies in the motives of the sender.

ANS: T REF: p. 180 TYPE: Con DIF: 3

TOP: Ethics and the Indirect Strategy

NOT: The motives of the sender are key to ethical communication; unethical communicators intend to deceive.
AAC: Tier1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilities
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

Fill-in-the-Blank

1. To soften bad news, many business writers choose to use the __________ organizational pattern.

ANS: indirect

REF: p. 162 TYPE: Con DIF: 3

TOP: Using the Indirect Pattern to Prepare the Reader

NOT: Using the indirect strategy to reveal bad news slowly and indirectly prepares the reader, thus softening the impact.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Receiver reactions, Conclusion

1. When the abusive language is in writing, it is called _____________.

ANS: libel

REF: p. 164 TYPE: Def DIF: 1

TOP: Avoiding Three Causes of Legal Problems

NOT: When the abusive language is written, it is called libel; when spoken, it is called slander.
AAC: Tier1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilities
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. In the opening of a bad-news message, the ___________ is a neutral but meaningful statement that does not mention the bad news.

ANS: buffer

REF: p. 165 TYPE: Def DIF: 1

TOP: Buffering the Opening

NOT: The neutral but meaningful statement that opens a bad-news message is a buffer.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. _______________ is the ability to understand and enter into the feelings of another.

ANS: Empathy

REF: p. 167 TYPE: Def DIF: 1

TOP: Conveying Empathy

NOT: Empathy is the ability to understand and enter into the feelings of another.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Using a(n) _________-voice verb enables you to depersonalize an action and cushion the bad news.

ANS: passive

REF: p. 169 TYPE: Con DIF: 3

TOP: Cushioning the Bad News

NOT: Active-voice verbs focus attention on a person, but passive-voice verbs depersonalize the action and cushion the impact of the bad news.
AAC: Tier1—Communication; Tier 2—Standard English
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. If possible, you should suggest a compromise, substitute, or ___________ after giving the bad news.

ANS: alternative

REF: p. 169 TYPE: Con DIF: 3

TOP: Cushioning the Bad News

NOT: When giving bad news, you can cushion the blow by offering an alternative.
AAC: Tier1—Communication; Tier 2—Rhetorical considerations
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. Business communicators should consider including a forward look, good wishes, a mention of freebies, or references to resale information or promotion in the ___________ of a bad-news letter.

ANS: closing

REF: p. 169 TYPE: Con DIF: 3

TOP: Closing Pleasantly

NOT: Business communicators should consider including a forward look, good wishes, a mention of freebies, or references to resale information or promotion in the closing of a bad-news letter.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. When a company must deal with troublesome situations that cause unhappiness to customers, it must take immediate steps for effective ___________ control.

ANS: damage

REF: pp. 172-173 TYPE: Con DIF: 3

TOP: Damage Control: Dealing With Disappointed Customers

NOT: When a company must deal with troublesome situations that cause unhappiness to customers, it must take immediate steps for effective damage control.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. In denying claims, writers use the __________-before-refusal pattern to set an empathic tone and buffer the bad news.

ANS: reasons

REF: p. 175 TYPE: Con DIF: 3

TOP: Denying Claims

NOT: By putting the reasons before the refusal, writers buffer the bad news.
AAC: Tier1—Communication; Tier 2—Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

1. A communicator who intends to deceive when writing a bad-news letter is displaying ___________ behavior.

ANS: unethical

REF: pp. 179-180 TYPE: Con DIF: 3

TOP: Ethics and the Indirect Strategy

NOT: An unethical communicator intends to deceive.
AAC: Tier1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilities
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion