When closing a negative message that has been developed in a direct format, the close of the message ...

Answer to #1

Answer: FALSE
Explanation: After you've explained the negative news, close the message in a manner that respects the impact the negative news is likely to have on the recipient. If appropriate, consider offering your readers an alternative solution if you can and if doing so is a good use of your time. Look for opportunities to include positive statements, but avoid creating false hopes or writing in a way that seems to suggest that something negative didn't just happen to the recipient.

Answer to #2

Answer: FALSE
Explanation: If you want to preserve a long-standing relationship with an important customer, a detailed explanation could well be worth the extra effort such a message would require. However, you will encounter some situations in which explaining negative news is neither appropriate nor helpful, such as when the reasons are confidential, excessively complicated, or irrelevant to the reader.

Answer to #3

Answer: C
Explanation: C) The best general advice in the event of a mistake or accident is to immediately and sincerely express sympathy and offer help, if appropriate, without admitting guilt; then seek the advice of your company's lawyers before elaborating. A straightforward, sincere apology can go a long way toward healing wounds and rebuilding relationships.

Answer to #4

Answer: D
Explanation: D) The extent of your explanation depends on the nature of the news and your relationship with the reader. For example, if you want to preserve a long-standing relationship with an important customer, a detailed explanation could well be worth the extra effort such a message would require.
However, you will encounter some situations in which explaining negative news is neither appropriate nor helpful, such as when the reasons are confidential, excessively complicated, or irrelevant to the reader.

Answer to #5

Answer: E
Explanation: E) In most cases, follow the direct opening with an explanation of why the news is negative. The extent of your explanation depends on the nature of the news and your relationship with the reader.

Answer to #6

Answer: D
Explanation: D) After you've explained the negative news, close the message in a manner that respects the impact the negative news is likely to have on the recipient. If appropriate, consider offering your readers an alternative solution if you can and if doing so is a good use of your time. Look for opportunities to include positive statements, but avoid creating false hopes or writing in a way that seems to suggest that something negative didn't just happen to the recipient.

Answer to #7

Answer: C
Explanation: C) If you do apologize, make it a real apology. Don't say I'm sorry if anyone was offended by what you didthis statement implies that you're not sorry at all and that it's the other party's fault for being offended. For example, when Target's information systems were infiltrated in a hacking attack that exposed the personal data of tens of millions of customers, CEO Gregg Steinhafel's apology to customers included the statement, I know this breach has had a real impact on you, creating a great deal of confusion and frustration. Note that he did not say if this breach caused you any confusion or frustration.

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When closing a negative message that has been developed in a direct format, the close of the message ...

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