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BUSINESS COMMUNICATIONS

CHAPTER 10 REVIEW

True/False
  1. When presenting bad news you need to help the reader understand that your unfavorable decision is based on a business judgment, not a personal one.
  2. You can help establish the right tone in a bad-news message by making liberal use of the "you" attitude.
  3. When using the indirect plan for a bad-news message, you present the reasons for your decision before revealing the bad news itself.
  4. You use a buffer to make the reader think that good news will follow.
  5. You can start off the buffer to a bad-news message with the bad news itself as long as you state it reasonably.
  6. It's best to avoid using a know-it-all tone in a bad-news message.
  7. A good buffer begins with an apology.
  8. The buffer for a bad-news message is long and drawn out so that the bad news can be put off as possible.
  9. When presenting bad news, it is important to say why you have reached the decision before you say what the decision is.
  10. Even when you are presenting bad news, you try to explain how your decision will ultimately benefit the reader.
  11. It is a good idea to use "company policy" as a cushion when presenting reasons for bad news.
  12. Words that should not appear in a bad-news letter include unfortunately, regret, and inconvenience, because they're negative and counterproductive.
  13. Sometimes the "you" attitude is best observed by avoiding the word you.
  14. When turning down someone for a job, it is best to come right out and say, "You do not meet our requirements."
  15. You do not go into the specific reasons for bad news if those reasons are confidential, excessively complicated, or purely negative.
Multiple Choice
  1. A good way to make bad news less painful is to
  2. When rejecting a job applicant,you can soften the blow by
  3. When delivering bad news, wording such as "We must turn down," "Much as I would like to," and "We cannot afford to"
  4. In the closing of a bad-news message, you
  5. Use the direct plan with a bad-news message if
  6. When you use the direct plan for a bad-news message, you
  7. Use the direct plan for a bad-news message to present and image of
  8. When notifying a customer that you can send only part of and order, the buffer
  9. If your reader is unlikely to be deeply disappointed by your negative message, you could use
  10. In general, when you must decline a request, you should
  11. When you are refusing and invitation or a request, you
  12. A woman returns a formal dress to your store. It is soilded and has a rip at the hem line, but she says she is returning it unworn because it doesn't fit. How do you inform her of your refusal to give her a refund?
  13. To avoid being accused of defamation when you refuse an adjustment,
  14. When you must deny an application for credits, you should
  15. When giving your reasons for denying business credit, you point out

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    Last Update: 3/07/01
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