9) Tim is developing a message to inform a customer that though volume 1 of a set of two books he ordered is being mailed right away, volume 2 can be mailed out only after a week. Which of the following lines reflects the most effective way of making a clear statement of the bad news when organizing the message using the indirect method? A) We regret to inform you that, while we are mailing volume 1 of the Goldwyn anthology to you right away, we can dispatch volume 2 only next week. B) The delivery of volume 2 of the Goldwyn anthology has been delayed by a week, while volume 1 is being mailed to you right away. C) We are mailing volume 1 of the Goldwyn anthology right away and volume 2 will be delivered to you next week. D) While we are mailing volume 1 of the Goldwyn anthology to you right away, there will be a week-long delay in delivering volume 2. E) We are mailing volume 1 of the Goldwyn anthology right away, but volume 2, we are sorry to inform you, will be delivered to you next week. 10) Ethan is developing a message to communicate to a job applicant that he is not being offered the job since he lacks the appropriate experience. Which of the following lines reflects the most effective way of making a clear statement of the bad news if Ethan chooses to organize the message using the indirect method? A) We have decided that we need someone with at least two years of project management experience for this position. B) We regret to inform you that we will not be offering you this job. C) You have not been selected for filling this position since this job requires at least two years of project management experience. D) We must deny your application for this position because we looking for someone with at least two years of project management experience. E) Because we are looking for someone with at least two years of project management experience, we will not be able to hire you for this position. 11) Which of the following is true about refusing claims and requests for adjustment? A) You should always accept responsibility for the negative answer. B) You must resist the temptation to call the other party dishonest or incompetent. C) You should clearly point out the customer's mistakes. D) The direct approach is usually the better choice for this purpose. E) You should always apologize for the bad news. 12) To successfully sue for defamation, the aggrieved party must prove that A) the defendant profited from making the statement B) the statement was false C) the statement was made out of anger or malice D) the statement uses private information E) the statement has been made in writing