Exam 9: Writing Negative Messages

A) present enough detail for the audience to understand your reasons.
B) explain what your decision is before you explain why you have reached it.
C) apologize for the negative decision.
D) clearly state that you and your company are not at fault, even if it is unclear who is to blame.
E) do all of the above.

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The situation with recommendations in a ...

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A) maximize the space devoted to it.
B) say, "I trust our decision is satisfactory."
C) avoid stating it and hope that the reader understands what you mean.
D) deemphasize it by embedding it in the middle of a paragraph or use parenthetical expressions.
E) emphasize how much you wish you had good news.

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buffer
Explanation: A buffer is a neutra...

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A) I am sorry to have to tell you that you were not selected for the position.
B) Because you do not have the experience we clearly listed in the job posting, we cannot offer you the position.
C) Although you currently do not have the master's degree that we require for this position, we encourage you to apply for future openings better suited to your qualifications.
D) Several other applicants were far more qualified for the position than you were, so we cannot offer you the job.
E) Don't feel bad, we rejected a lot of other candidates, as well.

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A) simply cite the policy as the reason for your decision.
B) be sure to include a copy of the policy with your rejection.
C) explain the policy so the audience can try to meet the requirements later.
D) say that violating the policy will get you into serious trouble.
E) admit that you think the policy is unfair, but you have to follow it anyway.

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A) I'm sorry to say I have some bad news.
B) This letter is in reply to your application.
C) Your résumé clearly shows why you are interested in becoming a management trainee with our company.
D) We have no openings at this time.
E) Hate to tell you, but ...

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This type of blender should not be clean...

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A) confirm the customer's expectations.
B) explain how you plan to resolve the situation.
C) show the audience that whatever has happened, your company is not at fault.
D) let the audience know which of your employees caused the problem.
E) keep you and your company from being held liable-even when it means unfairly blaming another organization.

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A) immediately after the buffer.
B) immediately before the reasons.
C) immediately after the reasons.
D) at the very end.
E) nowhere-"indirect" means you only imply the bad news.

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A) The program will conclude on May 1.
B) Much as we would like to support it, the program will be stopped.
C) Due to a new company policy, we can no longer fund this program.
D) There's no more money to extend this program.
E) To no one's surprise, this program will be cut as of May 1.

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A) opens your message in a neutral manner.
B) is specifically related to the topic of the message.
C) misleads the reader into thinking good news follows.
D) shows appreciation or empathy to the audience.
E) is hard to avoid, since buffers are so difficult to write.

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The main purpose of a performance review...

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It is important to document performance ...

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A) make the refusal by phone instead of in writing.
B) explain why you are making the refusal.
C) consult your company's legal department or an attorney if you think a message might have legal consequences.
D) insist that the customer come to your office if he wants an answer.
E) do all of the above

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