Which of the following would be the most effective statement in a bad-news letter declining an invitation to speak to a professional organization?
A) Although I'm already booked the night of your dinner, I would be happy to speak to your organization sometime next year.
B) I regret to inform you that I am unable to speak to your professional organization.
C) I'm not interested in addressing your professional organization.
D) Although I'm not authorized to tell you why, I can't speak at your dinner.
Ques. 2Which of the following would be the most effective statement in a letter refusing a local organization's request for a charitable donation?
A) Even though our budget won't allow a contribution this year, we hope to be able to contribute next year.
B) Please accept our sincerest apologies for being unable to donate to your cause.
C) We are unable to contribute this year because of budget constraints.
D) Unfortunately, company policy prevents us from donating to your cause.
Ques. 3You're not sure how your reader will react to the bad news you will be delivering. What should you do?
A) Organize the bad-news message using the direct strategy.
B) Organize the bad-news message using the indirect strategy.
C) Send the bad news via e-mail.
D) Call the reader to confirm what her reaction will be before writing the message.
Ques. 4________ is the ability to understand and enter into the feelings of another and is important to convey in negative messages.
A) Sympathy
B) Empathy
C) Regret
D) Rapport
Ques. 5The closing paragraph of a bad-news message should include ________.
A) an alternative or compromise
B) resale or sales promotion information
C) reference to an enclosed coupon, certificate, or other freebie
D) any of these options, as appropriate
Ques. 6What is the best advice for closing a bad-news letter?
A) Apologize profusely to the reader.
B) Give a clear explanation of the reasons for the bad news.
C) Restate the bad news to make sure that the reader understands it.
D) Close with a forward-looking statement that assumes future business.
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